PERSEPSI PENGGUNA TERHADAP MUTU LAYANAN PERPUSTAKAAN (LIBQUAL) PERGURUAN TINGGI DI KABUPATEN BANYUMAS
ABSTRACT: The study entitled
Users’ Perception on the Service Quality of University Libraries in Banyumas
explores the perception of the users of the Jenderal Soedirman University
(Unsoed) and the Purwokerto Muhammadiyah University (UMP) libraries, Banyumas Central
Java, with regard to the quality service provided. A questionnaire was used as
the data gathering instrument. SERVQUAL
as a diagnostic tool was ap-plied to measure the service quality; it is defined
as the difference between customer expectations and percep-tions of service. It
involved the “importance performance analysis” and “customers satisfaction
index”. Eventhough as overall users of the both libraries were satisfied with
the services provided, the components of each variables for the both libraries
were different. Therefore, the policies and strategies should be ap-plied to
improve their service quality should not be similar.
Keywords: servqual (service quality), library, customer
satisfaction
Penulis: Bambang Agus Pramuka,
Wiwiek Rabiatul Adawiyah
Kode Jurnal: jpmanajemendd090079
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