Wijaya, Dippie Adrian (2023) Efektivitas Kualitas Pelayanan Publik Bagi Pengunjung Perpustakaan Pada Dinas Perpustakaan dan Kearsipan Kabupaten Rokan Hilir. Masters thesis, Universitas Islam Riau.

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Abstract

Services provided by the Library and Archives Office of Rokan Hilir Regency in accordance with Service Operational Standards include Administrative Services, Library Material Lending Services and Library Material Return Services. Services are assessed based on five variables, namely tangible, reliability, responsiveness, empathy and assurance. This research uses qualitative methods. The results of the five service variables carried out by the Library and Archives Office of Rokan Hilir Regency have not been implemented optimally. The factors that hinder the service are the lack of competent human resources, the mastery of the collection of books available by employees is relatively low and the responsiveness of employees in the book lending department who do not help in the search for books or visitors who are considered impatient and do not maintain trust by damaging facilities such as tearing or crossing out books and even removing library materials.

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