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EVALUASI KUALITAS LAYANAN REFERENSI DI PERPUSTAKAAN UNIVERSITAS ALMA ATA YOGYAKARTA MENGGUNAKAN METODE LIBQUAL+TM
The aim of this research is to determine the quality of reference services at the Alma Ata University Library, Yogyakarta based on perceptions and minimum and ideal expectations using a method called LibQUAL+TM. The evaluation was carried out based on three dimensions to become evaluation indicators, including Affect of Services, Information Control, and Library as Place. This research uses a descriptive method with a quantitative approach. The data collection used in the research is questionnaires, observations, interviews and documentation. The samples selected for this research were students who had become members of the Alma Ata Yogyakarta University Library and had used the Alma Ata Yogyakarta University Library reference service where the total population was 3124 students, where the sample filtering used the Taro Yamane formula to obtain the number of respondents. as many as 97 respondents. The results of the measurement research found that the reference service quality of the Alma Ata Yogyakarta University Library based on the Affect of Services dimension obtained a positive Adequacy Gap (AG) value of 0,25 and a Superiority Gap (SG) value was negative with a value of 0,29. For the Information Control dimension, the AG value is positive, namely 0,14 and SG is negative, namely -0,41. Meanwhile, the Library as Place dimension obtained a positive AG value of 0,21 and a negative SG of -0,35. The quality of reference services according to the overall three dimensions of LibQUAL+TM is obtained from the Adequacy Gap (AG) with a value of 0,20 indicating that the quality of the service is considered quite good and the Superiority Gap (SG) is negative with a value of -0,35 which indicates that the quality of the reference service is in the Zone of Tolerance or tolerance zone. The highest AG and SG scores are from the Affect of Service dimension. Meanwhile, the lowest AG and SG values are from the Information Control dimension. Suggestions for better reference services include providing instructions for using reference collections and improving the classification numbers for reference collections.
FAKULTAS ADAB DAN ILMU BUDAYA, UIN SUNAN KALIJAGA YOGYAKARTA
EVALUASI KUALITAS LAYANAN REFERENSI DI PERPUSTAKAAN UNIVERSITAS ALMA ATA YOGYAKARTA MENGGUNAKAN METODE LIBQUAL+TM (Text)
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