Persepsi Pemustaka Remaja terhadap Kualitas Layanan Perpustakaan pada Dinas Perpustakaan dan Arsip Provinsi Sumatera Utara dengan Metode LibQUAL

Abstract

This study aims to determine teenagers' perception of library service quality at the Provincial Library and Archives Office of North Sumatra using the LibQUAL method. The LibQUAL method consists of three dimensions: Affect of Service, Information Control, and Library as Place. This research employs a descriptive quantitative design with a population of 4,119 teenage library users registered as members. The sampling technique uses the Slovin formula with a 10% margin of error, resulting in 98 respondents. Data were collected through questionnaires and observations, then analyzed using the Adequacy Gap (AG) and Superiority Gap (SG) calculations to measure the gap between minimum expectations, ideal expectations, and users' perceptions of library services. The results show that the average Perception (P) score was 25.77, the Minimum Expectation (ME) score was 22.07, and the Ideal Expectation (IE) score was 31.06, indicating that ME< P<IE, with an Adequacy Gap (AG) of 3.37 and a Superiority Gap (SG) of -5.29. Based on these scores, teenagers' perception of library service quality at the Provincial Library and Archives Office of North Sumatra is considered "good" since it meets the minimum service expectations and falls within the zone of tolerance. It is recommended that the Provincial Library and Archives Office of North Sumatra maintain and further improve its service quality to meet teenagers' ideal expectations and prioritize the indicators that require enhancement.