PERSEPSI PEMUSTAKA TERHADAP KUALITAS LAYANAN WINDOW OF THE WORLD (WOW) BERDASARKAN MODEL LIBQUAL+TM DI PERPUSTAKAAN UNIVERSITAS GADJAH MADA YOGYAKARTA

TRI ANDIKA OKTAVIELA, NIM. 12140081 (2016) PERSEPSI PEMUSTAKA TERHADAP KUALITAS LAYANAN WINDOW OF THE WORLD (WOW) BERDASARKAN MODEL LIBQUAL+TM DI PERPUSTAKAAN UNIVERSITAS GADJAH MADA YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This research aims to determine user’s perceptions quality of window of the world (WOW) service based on the LibQUAL+TM models in library of Gadjah Mada University Yogyakarta. The type of this research is descriptive quantitative. The subjects of this research are users who uses the facilities of window of the world (WOW) service, while the object of this research is user’s perception about the quality of window of the world (WOW) service. The researcher used questionners, observation, interviews, and documentations as the data collection methods. Sampling is done by using incidental sampling technique, with a sample size of 100 respondents. The variables in this study were a single that perceprion of window of the world (WOW) service. Analysis of the data is using the mean and grand mean. Measurement user’s perception based on the Libqual+TM models includes four dimensions whose ability and attitude of librarians in serving (Service Affect-SA), the dimensions of the facilities and atmosphere of the space of the library (Library As Place-LP), the dimensions of the user and means of access (Personal Control- PC ), and the dimensions of information access (information access-IA). In each dimension show that the perception of the dimension of librarian in serving (Service Affact-SA) with an average of 3.05 (good), the dimensions of the facilities and atmosphere of the space of the library (Library As Place-LP) with an average of 3.13 (good), the dimensional directions and means of access (Personal Control- PC) with an average of 3.12 (good), and the dimensions of information access (information access-IA) with an average of 3.06 (good). The result showed that the user’s perception of window of the world (WOW) service based on LibQUAL+TM models in library of Gadjah Mada University Yogyakarta is good. It can be seen from the total average of variable that is equal to 3.09, so it is necessary to improve the quality of window of the world (WOW) service in library of Gadjah Mada University Yogyakarta to achieve excellent category. Especially necessary to improve quality at its lowest dimensions on the dimensions of librarians in serving (Service Affect - SA ) with an average of 3.05.

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