%0 Thesis
%9 Skripsi
%A TWISTA RAMA SASI, NIM 09141011
%B PERPUSTAKAAN
%D 2011
%F digilib:12797
%I UIN SUNAN KALIJAGA
%K perception, expectation, service quality
%P 254
%T KUALITAS PELAYANAN PERPUSTAKAAN BERDASARKAN  KESENJANGAN ANTARA PERSEPSI DAN HARAPAN PEMUSTAKA DI  PERPUSTAKAAN SEKOLAH TINGGI ILMU KESEHATAN (STIKES)  BETHESDA YAKKUM YOGYAKARTA
%U https://digilib.uin-suka.ac.id/id/eprint/12797/
%X Twista Rama Sasi. 2011. The Quality of Library Service Based on the  Gap of the Perception and Expectation of the Users of the Library of Sekolah  Tinggi Ilmu Kesehatan (STIKES) Bethesda Yakkum Yogyakarta  This research aims at finding out (1) users’ perception of the quality of library  service, (2) users’ expectation for the quality of library service, and (3) the  quality of library service in the Library of STIKES Bethesda Yakkum.  The data used in this research were collected by using questionnaires,  documentation and interview. The instrument used for collecting the major data  was closed-questionnaire by using likert scale. This research uses potential users,  i.e. students and lecturers, as its respondents. It also employs non-probability  sampling method to collect the samples of data. This allows the researcher to  sample the population by using quota representing all categories. By using slovin  formula, the researcher determines the sample size of 86 respondents. The  respondents are determined incidentally. To determine the users’ perception and  expectation, the researcher uses grand mean formula. Meanwhile, to find the  service quality, the researcher uses Importance-Performance Analysis or the  formula of “Compatibility Level”. It compares the mean of perception scores to  expectation score and multiplies them to 100%. The result of this research shows  that (1) the users’ perception of the library service is very good by showing  approximate score of 2.94; (2) the users’ expectation for the library service is  very good by showing approximate score of 3.68; and (3) the service quality of  the library service is good by showing compatibility score of 79.89%. The  researcher give four suggestions based on four aspect of library service on two  dimension of service that has the lowest compatibility score.  Keywords: perception, expectation, service quality
%Z KUALITAS PELAYANAN PERPUSTAKAAN