Persepsi Pemustaka terhadap Layanan Perpustakaan Cabang di Universitas Sumatera Utara

Abstract

The objective of the research is to find out librarians' perception on the service of Branch Library of the University of Sumatera Utara, using the theory of ServQual Method which was designed by Parasuraman, Zeithamy with five dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The research uses descriptive quantitative method. The population is 30,462 active students of the branch libraries of the Faculty of Law, the Faculty of Cultural Science, the Faculty of Business Economics, the Faculty of Public Health, the Graduate School, the Faculty of Medicine, the Faculty of Social and Political Science, the Faculty of Agriculture, the Faculty of Nursing, the Faculty of Mathematics and Natural Science, the Faculty of Psychology, the Faculty of Pharmacy, and the Faculty of Dentistry of the University of Sumatera Utara, and 100 of them are used as the samples, taken by using Proportionate Stratified Random sampling technique. The data are Collected by using questionnaires and conducting literary study or library research. The result of the research shows that the librarians' performance of at the branches libraries of the University of Sumatera Utara, and the whole of them have negative Gap which indicates that the borrowers are not satisfied with the service for Reliability of -0.90, Responsiveness of -1.24. Assurance of-0.89, Empathy of-1.15, and Tangibles of -0.94. It can be concluded that the service quality of the branch libraries of the University of Sumatera Utara in fulfilling the real expectation.