Analisis Kepuasan Mahasiswa terhadap Pelayanan Perpustakaan Fmipa Usu dengan Metode Fuzzy Service Quality

Abstract

The library is one of the important pillars in education. In providing library service give priority to the interest of users, by providing library materials according to the needs of library users. In accordance with it’s function libraries are required to provide a quality service. Quality of service can be determine by comparing the student’s perception of the service being significantly with the services they receive what the really expect. Lately, complaints emerged from several students that service provided less than the maximum. Therefore, measurements were taken to determine whether or not the students satisfied with library FMIPA USU services. In this study, the method used to measure the satisfaction level of service is a method of Fuzzy Service Quality to determine the gap between reality and expectations of student services. It is very necessary attention to improve the performance of educational services in the future. From the data processing, obtained the services that attribute a major concern for improved and enhanced employee is Free hotspot service with the gap (-0.447), library have adequate computerized system (computer assistance in finding books) with the gap (-0.419), completeness and feasibility of additional facilities, eg: toilet and photocopy with the gap (-0.361).