Analisis Kepuasan Mahasiswa terhadap Pelayanan Perpustakaan (Studi Kasus Perpustakaan TI ISTN)
DOI:
https://doi.org/10.32493/jitmi.v2i2.y2019.p126-130Keywords:
Perpustakaan, Assessment of Library Service Quality, Dimensi Kualitas Jasa Bery & ParasuramanAbstract
Tingkat kesuksesan perusahaan jasa dapat diukur dari seberapa besar tingkat kepuasan pelanggan terhadap pelayanan yang diberikan. Kepuasan merupakan gap yang terjadi antara persepsi dan harapan pelanggan. Perpustakaan merupakan salah satu lembaga penyedia jasa yang vital dalam dunia pendidikan, begitu pula dengan Perpustakaan Teknik Industri ISTN. Pada penelitian ini fokus analisis adalah pada fasilitas peminjaman buku yang diberikan kepada mahasiswa. Untuk melihat sistem kualitas jasa pada sistem perpustakaan digunakan dimensi kualitas jasa dalam “Assessment of Library Service Qualityâ€, serta dengan menggunakan Dimensi Kualitas Jasa dari Bery & Parasuraman. Dari perhitungan gap diperoleh hasil bahwa semua dimensi bernilai negatif yang berarti persepsi pelanggan tidak sesuai dengan harapan mereka. Namun dari plot rata-rata dimensi pada diagram dua dimensi 7 variabel masuk pada kuadra ke Tiga yang berarti konsumen sudah puas dengan pelayanan Perpustakaan TI ISTN.
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