Persepsi Pengguna terhadap Layanan International Corner di Perpustakaan Universitas Muhammadiyah Sumatera Utara (UMSU)

Abstract

This study aims to examine user perceptions of the International Corner service at the Library of Universitas Muhammadiyah Sumatera Utara using the SERVQUAL model. The research was conducted at the UMSU Library and employed a descriptive method. The population consisted of 677 individuals, and a sample of 10% was drawn, resulting in 68 respondents. The respondents were active UMSU students who had accessed the International Corner service. Data were collected through questionnaires and analyzed using the SERVQUAL dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The findings reveal that all service quality dimensions have negative gap scores, indicating that user perceptions of the International Corner service fall below their expectations. The largest gap was observed in Reliability (-0.51), followed by Assurance (-0.50), Tangibles (-0.48), Empathy (-0.48), and Responsiveness (-0.47). The results indicate a need for greater service reliability, improved staff capability in providing assurance, and more timely and empathetic responses to users. The library should conduct regular evaluations and provide training to enhance service quality, particularly in managing and developing the International Corner service to better meet user expectations.