Afriani, Afriani (2022) Pengaruh Kualitas Pelayanan Dan Kinerja Pegawai Terhadap Kepuasan Pemustaka Pada Dinas Perpustakaan Dan Kearsipan Kabupaten Rokan Hilir. Masters thesis, Universitas Islam Riau.
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Abstract
This study to determine the effect of service quality and employee performance on user satisfaction at the Library and Archives Service of Rokan Hilir Regency. The indicators of service quality in this study are the ability and attitude of the librarian's performance in serving, the facilities and atmosphere of the library room, instructions for facilities and access, access to information. Employee performance indicators are empathy, responsiveness, assurance/assurance, and reliability. While the indicators of user satisfaction are library collections, facilities and infrastructure, library staff, library services. The method used in this research is descriptive quantitative method. Data collection is by using interview techniques, documentation and questionnaires. There were 99 informants in this study, 1 person from the Head of Sub-dept. of library automation and collaboration services, 2 from library staff and 96 from users. The population in this study was 2,218 users, and a sample of 96 users calculated using the slovin formula. The result of this research is that service quality has an effect on user satisfaction. Employee performance also affects user satisfaction. And the quality of service and employee performance simultaneously affect user satisfaction. Based on the results of the coefficient of determination, the ability of the independent variables (Service Quality, Employee Performance) in explaining changes in the dependent variable (User Satisfaction) is also influenced by other variables outside the analyzed regression model.
| Item Type: | Thesis (Masters) | |||||||||
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| Uncontrolled Keywords: | Service Quality, Employee Performance, User Satisfaction, Rokan Hilir Regency Library and Archives Service | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | |||||||||
| Depositing User: | Luthfi Pratama ST | |||||||||
| Date Deposited: | 25 Jan 2023 07:08 | |||||||||
| Last Modified: | 25 Jan 2023 07:08 | |||||||||
| URI: | http://repository.uir.ac.id/id/eprint/19778 |
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