Persepsi Pengguna terhadap Kualitas Layanan di Perpustakaan Universitas Quality Medan

Abstract

This research is carried out at the Library of the Quality University, Medan. The bjective is to find out the users' perception on the service from Libqual dimension on the library users' satisfaction. It employs descriptive quantitative approach. The data are gathered by using questionnaire and conducting library research and analyzed by comparing the expectation score with the reality score to know the service quality. The population is 923 students in the academic year of 2020 who are registered at the library, and 90 of them serve as the samples, taken by using Slovin formula and purposive sampling technique. The result of the research shows that the librarians service quality in the affect of service dimension (attitude and performance) is not as good as it is indicated by the expectation score of 2.251 (83.37%) which is higher than the reality score of 2.140 (79.25%). In the information of control dimension concerning access to information and collection, it is found that the quality is not as good as it is indicated by the expectation score of 4.466 (82.70%) which higher than the reality score of 4.254 (78.77). Referring to the notion of the library as place dimension (facilities and rooms) it is found that the service quality is also not good enough as it is indicated by the expectation score of 1.504 (83.55%) which is higher than the reality score of 1.413 (78.50%). It is concluded that the service quality of the Libqual in the three dimensions above is as follows: expectation score is 8.221 (83.20%) and reality score is 7.807 (78.84%) which indicates that expectation score is higher than reality score, meaning, the service quality of the Library of the Quality University is not good or has not met the expectation of its users.