Kepuasan Pengguna Remaja terhadap Layanan Fiksi di Dinas Perpustakaan dan Arsip Provinsi Sumatera Utara

Abstract

This research aims to determine the level of satisfaction of teenage users toward fiction services in the Library and Archives Agency of North Sumatera province, using the LibQual method. The LibQual method compares user expectations to existing reality, which is measured based on 3 dimensions, namely, affect of service, information control and library as place. Descriptive method with quantitative approach is used in this research. The data are collected by distributing questionnaires. The research population is the members of the Library and Archives Agency of North Sumatera province totaling 8,207 members, which are then reduced using Rea and Parker Formula to obtain 95 people as samples. Incidental sampling is used as sampling technique and data obtained are analysed by comparing the expectation score with the reality score If the expectation score is lower than the reality score, the user satisfaction level is stated to be very satisfied. If the expectation score is higher than the reality score, the user satisfaction level is stated to be less satisfied. If the expectation score and reality score are the same, the user satisfaction level is stated to be satisfied. The research results indicate that based on the dimension of affect of service, it indicates less satisfactory where the expectation score obtained is 3,762 (88%) which is higher than the reality score namely 3,598 (84%), with a score difference of 164. Based on the dimension of information control, it indicates less satisfactory where the expectation score obtained is 3,364 (89%), which is higher than the reality score namely 3,030 (80%), with a difference of 334. Based on the dimension of library as place, it indicates less satisfactory where the expectation score obtained is 2,151 (91%), which is higher than the reality score of 2,137 (90%), with a score difference of 14.