Kualitas Layanan Pustakawan pada Bagian Pelayanan Sirkulasi di Dinas Perpustakaan dan Kearsipan Aceh Tamiang

Abstract

Public library is an institution providing literature or reading collections, such as books, magazines, newspapers, and other media, and gives additional services such as reading rooms, computers, and the internet, as well as other educational and social activities. This research aimed to determine the level of quality of librarian services in the circulation section at the Aceh Tamiang Library and Archives Agency. This research employed a quantitative descriptive method, which describes phenomena in a real, actual, and realistic way at a moment. The research findings show that the Adequacy Gap value in the Effect of Service dimension was 0.15. It means that users were "satisfied" with the staff attitude in giving serving in the circulation section, whereas the Superiority Gap value was -0.60 This means that user satisfaction with the services in the Affect of Service dimension was not classified into the "very satisfied" category or in other words had not met the user's ideal expectations (zone of tolerance). The Adequacy Gap result for the Personal Control dimension is 0.13, indicating that users were "satisfied" with the instructions and facilities provided. Although users were content with the Information Access dimension, the Superiority Gap value of -0.65 indicates that the value did not fall into the "very satisfied" category. Stated differently, the services had fallen short of the user's optimal expectations (tolerance zone). Moreover, the Adequacy Gap value in the Information Access dimension was -0.06. This indicated that consumers felt "satisfied" with the instructions and access resources provided. While the Superiority Gap value was only -0.97, this indicates that the user's ideal expectations (zone of tolerance) were not realized or their level of satisfaction with the Information Access dimension was not yet in the "very satisfied" category.