ANALISIS KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN PEMUSTAKA (Studi Kasus Pada Pusat Perpustakaan IAIN Tulungagung)
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Abstract
Abstract: This research is motivated by the importance of quality in each service activity especially in organizations engaged in services, including libraries. This research was aimed at testing the correlation between ServQual dimensions provided by the IAIN Tulungagung Library with user satisfaction. This research was conducted with a quantitative approach. The sample of this study was the visitors of the IAIN Tulungagung Library which was randomly selected. The total sample of 400 people was determined using the Slovin formula. The data in this study were obtained through a questionnaire containing statements with closed responses (answer has been determined). Data analysis in this study involved validity test, reliability test, normality test and Spearman correlation test. The results showed that: (1) The dimensions of quality Tangible (X1) services have a strong relationship with user satisfaction (Y) because it has a correlation value of 67.2%. (2) Reliability quality dimension (X2) service has a strong relationship with user satisfaction (Y) because it has a correlation value of 53.2%. (3) The dimension of Responsiveness (X3) service quality has a strong relationship with user satisfaction (Y) because it has a correlation value of 55.4%. (4) Quality Assurance (X4) service dimension has a strong relationship with user satisfaction (Y) because it has a correlation value of 57.9%. (5) Quality dimension of Emphaty (X5) service has a very strong relationship with user satisfaction (Y) because it has a correlation of 75.7%. And (6) The results of the Spearman correlation test show that all X variables (tangible, reliability, responsiveness, assurance and empathy) have a very strong relationship with the Y variable (user satisfaction) because it has a correlation value of 77.7%. From the results of these studies it can be concluded that all dimensions of service quality have a significant relationship or correlation with user satisfaction.
Abstrak: Penelitian ini dilatarbelakangi oleh pentingnya kualitas pada setiap kegiatan layanan tertutama pada organisasi yang bergerak dibidang jasa, termasuk di dalamnya perpustakaan. Penelitian ini dilakukan dengan pendekatan kuantitatif yang bertujuan untuk menguji korelasi antara dimensi ServQual yang diberikan oleh Pusat Perpustakaan IAIN Tulungagung dengan kepuasan pemustaka. Sampel penelitian ini adalah pemustaka dari Pusat Perpustakaan IAIN Tulungagung yang dipilih secara acak. Jumlah sampel sebanyak 400 orang ditentukan dengan menggunakan rumus Slovin. Data dalam penelitian ini diperoleh melalui kuesioner yang berisi pernyataan. Pernyataan tersebut bersifat tertutup (jawaban telah ditentukan). Analisis data dalam penelitian ini adalah uji validitas, uji reliabilitas, uji normalitas dan uji korelasi Spearman. Hasil penelitian menunjukkan bahwa : (1) Dimensi kualitas Tangible (X1) layanan memiliki hubungan yang kuat dengan kepuasan pemustaka (Y) karena memiliki nilai korelasi sebesar 67,2%. (2) Dimensi kualitas Reliability (X2) layanan memiliki hubungan yang kuat dengan kepuasan pemustaka (Y) karena memiliki nilai korelasi 53,2%. (3) Dimensi kualitas Responsivenes (X3) layanan memiliki hubungan yang kuat dengan kepuasan pemustaka (Y) karena memiliki nilai korelasi sebesar 55,4%. (4) Dimensi kualitas Assurance (X4) layanan memiliki hubungan yang kuat dengan kepuasan pemustaka (Y) karena memiliki nilai korelasi 57,9%. (5) Dimensi kualitas Emphaty (X5) layanan memiliki hubungan yang sangat kuat dengan kepuasan pemustaka (Y) karena memiliki korelasi sebesar 75,7%. Dan (6) Hasil uji korelasi Spearman menunjukkan bahwa semua variabel X (tangible, reliability, responsiveness, assurance dan emphaty) memiliki hubungan yang sangat kuat dengan variabel Y (kepuasan pemustaka) karena memiliki nilai korelasi sebesar 77,7%. Dari hasil penelitian tersebut dapat disimpulkan bahwa semua dimensi kualitas layanan memiliki hubungan atau korelasi yang signifikan dengan kepuasan pemustaka
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