Pengaruh Kualitas Pelayanan terhadap Kepuasan Pengguna Perpustakaan Universitas Islam Negeri Sumatera Utara (UIN-SU) dengan Menggunakan Metode Libqual

Abstract

This research was conducted at the State Islamic University of North Sumatra with the aim of knowing the effect of service quality on user satisfaction of the State Islamic University of North Sumatra using the LibQual method which consists of the dimensions of service quality with three (3) indicators namely Affect of service, Information control and Library as place and dimensions of user satisfaction.This study uses associative research methods with questionnaire data collection techniques. The total population of this study was 27.345 people and the total sample was 100 people who were calculated using the slovin formula. Determination of the sample of this study using accidental sampling technique. The results of this study indicate that the Affect of service and Library as place dimentions are negative and have no significant effect and the Information control is positive and have a significant effect on service quality. While the conclusion in this study is that the effect of service quality on user satisfaction of the State Islamic University of North Sumatra using the LibQual method is positive and significant with an R Square value of 0.0055 or 5.5%.