| dc.description.abstract | Library is a non-profit public organization providing information service
to the public by prioritizing the satidaction of the users so this is dffirent from
business organizations providing public service by prioritizing profit. But the
pro.fit and non-profit organizations have the same duty to serve the users. Library
is an information service and it is not a library if it does not serve the need of its
users. Therefore, library is identical with service. Therefore, library and the staff
need to change their paradigm that the users are customers. Customers'
satisfaction becomes one of the objectives of library service.
To qchieve a qualified service, library is required to meet the needs of its
user community. Not only the source of information, but also physical facilities,
information technolog,t that can help the users find their satisfaction since
satidaction is closely related to loyalty even though they do not always come
together at the same time.
The purpose of this study was to find out catd analyze the inJluence of
service qualiq, consisting of tangrble, liabili4t, reryonsiveness, ctssl,rance and
empathy on the satisfaction of the students of Universitas Islam Sumatera Utara
(UISU) ltledan and to find out and analyze the influence of students' satisfaction
on the loyalyt of the students of Universitas Islam Sumatera Utara @fSU Aledan.
The samples for this study were 368 students of Universitas Islam
Sumatera Utara (UISU) Medan selected through purposive sampling technique.
Ihe result of the first hypothesis test showed that tangible, liability,
responsiveness, assarance and empathy had a positive and significant influence
on the satidaction of the students of Universitas Islam Sumatera Utara (UISU)
fuIedan. The result of the second hypothesis test showed that students' satisfaction
had influence on the loyalry of the students of Universitas Islam Sumatera Utara
UISU Medan. | en_US |
