KUALITAS PELAYANAN BERPENGARUH TERHADAP KEPUASAN PENGUNJUNG PERPUSTAKAAN

Abstract

Library is one of the information providers engaged in the management of
information and media services provider education. The library is still a relatively
inexpensive option to meet the needs of visitors. The purpose of this study is todetermine
the effect of service quality on customer satisfaction of service users IBA Palembang
University library.
Quality of service is any activity carried out by the company in order to meet
consumer expectations. Services in this case is defined as a service or services delivered
by the owner of the service in the form of reliability, responsiveness, assurance, empathy
and tangibles in providing services for customer satisfaction. And the satisfaction of a
condition that is on the show to consumers after using the service or the service.
Sampling method in this research is Stratified Random Sampling but at the
moment Accidental questionnaire method. The data used in this research is primary data
obtained from questionnaires distributed to 125 respondents.
From the results of multiple linear regression test simultaneously demonstrated
service quality effect on visitor satisfaction with the significance of the library amounted
to 599.699 less than 0.05. Partially, 10.30% reliability, responsiveness 18.22%, 14.77%
assurance, empathy and tangibles 34.25% 18.46% effect on satisfaction, 96% visitor
satisfaction variation libraries can be explained by the variable quality of service while
the remaining 4% is explained by other variables not analyzed in this study.
Of the five variables, variables Empathy (X4) of 34.25% is the most dominant
variable affecting visitor satisfaction IBA University library service users. This proves
that the library is able to provide library services properly..