Kualitas Layanan Pengguna Perpustakaan Umum Kota Lhokseumawe Menggunakan Libqual

Abstract

Lhokseumawe City Public Library provides library services to support the Lhokseumawe City Library program. This research aims to identify the quality of user services at Lhokseumawe City Public Library using the LibQual method, namely Affect of Service, Information Control, and Library as Place. The research method used was a descriptive approach. Sampling was conducted using purposive sampling with a total of 67 participants. Data were collected using a questionnaire measured by the Likert Scale method. Data were analyzed using descriptive analysis techniques. The results showed that the quality of user services at Lhokseumawe City Public Library using LibQual obtained 94% on the Affect of Service indicator (Librarian Performance in Service), 89.44% on the Information Control indicator (Quality of Information and Access to Information), and 91.10% on the Library as Place indicator (Library as a Place). From the overall indicator statement values, it can be seen that Lhokseumawe City Public Library meets the expectations of library users or it can be stated that Expectations < Reality. The highest value was found in the Affect of Service indicator with an average score of 94%, indicating that the librarians’ performance in serving the library almost meets the expectations of Lhokseumawe City Public Library users.