Persepsi Pemustaka terhadap Kualitas Layanan Perpustakaan STIKES Siti Hajar Medan Menggunakan Metode LibQual

Abstract

The objective of the research is to find out users' perception on service, viewed from LibQual dimension of the users' satisfaction with the STIKes Siti Hajar Library. The research uses descriptive quantitative method The data are gathered by distributing questionnaires and conducting library research. The population is 102 people. The samples are taken by using total sampling technique and comparing expectation score with reality score to find out the service quality. The result of the analysis shows that the service quality in the 'affect of service' dimension is that the librarians' attitude and performance in provding services for the users is not qualified enough indicated by the expectation score of 2.418 (79.01%) higher than the reality score of 2.254 (73.66%). In the library as place" dimension, it is not qualified indicated by the expectation score of 1.592 (78.03%) higher than the reality score of 1.407 (68.97%). In the 'personal control" dimension, it is also not qualified indicated by the expectation score of 2.075 (81.37%) higher than the reality score of 1.783 (69.92%). In the 'information control' dimension, it is still unqualified indicated by the expectation score of 2.760 (77.31%) higher than the reality score of 2.431 (68.09 %). Therefore, service quality in the LibQual which consists of four dimensions indicates that the expectation scores are higher than the reality scores. It can be concluded that the service quality at the STIKes Siti Hajar Library still does not fulfill the library users' expectation.