Pengaruh Kualitas Pelayanan Perpustakaan Terhadap Kepuasan Pemustaka Di Perpustakaan Universitas Islam Riau

Putera, Eka Mustika (2022) Pengaruh Kualitas Pelayanan Perpustakaan Terhadap Kepuasan Pemustaka Di Perpustakaan Universitas Islam Riau. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine the quality of library services on user satisfaction at the Riau Islamic University Library. The assessment indicators used are the ability and attitude of librarians in serving (service affect - SA); Facilities and atmosphere of the library room (library as place – LP); Instructions and means of access (personal control – PC); and Information access (IA). This study uses survey research, which prioritizes questionnaires as a data collection tool and those collected with this tool are then used as the main raw material for analyzing empirical conditions from the objectivity of the existence of the main research objectives at the locations studied. There is one population and sample group in this study, namely members of the Riau Islamic University Library with a total of 223 people. The sampling technique used is proportional stratified random sampling. Types and data collection techniques used consisted of primary data, collected by means of questionnaires, interviews and observations as well as secondary data collected using literature study techniques. While the data analysis technique used is a mixture of qualitative and quantitative using inferential statistical analysis using classical assumption tests and simple linear regression analysis (multiple packages for social science). Simple linear regression analysis is used to predict the value of the dependent variable, namely the effect of library service quality on user satisfaction at the Riau Islamic University Library. The results of the analysis show that users at the Riau Islamic University Library found that service quality has an influence on user satisfaction at the Riau Islamic University Library. The results of the study also found that the better Riau Islamic University provides services to users, the user satisfaction will increase. Riau Islamic University librarians have strived for good service quality, such as providing adequate facilities, providing various access to information needed by users, and providing instructions for other library services.

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