Evaluasi Kualitas Layanan Perpustakaan di Dinas Perpustakaan dan Kearsipan Kabupaten Dairi

Abstract

This research aims to evaluate the quality of services at the Library and Archives Office of Dairi Regency, North Sumatra. This research used a descriptive method with a quantitative approach through the distribution of questionnaires. The research population totaled 8.307 library members, and the sample was determined using the Slovin formula so that 99 respondents were obtained. The sampling technique used was Non-Probability Sampling with the Incidental Sampling method. Service assessment was focused on three LibQual dimensions, namely Affect of Service, Information Control, and Library as Place. The results of the research showed a gap between service expectations and service reality in all dimensions. The reality score in the Affect of Service dimension was 61.51%, Information Control was 50.39%, and Library as Place was 30.42%. These values indicated that the library quality services was still inadequate. The main problems included low librarian responsiveness, limited collections and electronic information resources, as well as physical facilities that were less supportive of learning activities. The library quality services at the Library and Archives Office of Dairi Regency is still below user expectations. It requires improvement in librarian competence, strengthening of collections and technological infrastructure, as well as improvement of facilities and infrastructure to meet user needs