@phdthesis{digilib7356,
           month = {February},
           title = {KUALITAS PELAYANAN PERPUSTAKAAN BERDASARKAN
TINGKAT KESESUAIAN ANTARA PERSEPSI DAN HARAPAN
PEMUSTAKA DI PERPUSTAKAAN DAN ARSIP DAERAH
KABUPATEN KARIMUN
PROVINSI KEPULAUAN RIAU
},
          school = {UIN SUNAN KALIJAGA},
          author = {NIM. 09140078 MUSTIKA SETRAYANI },
            year = {2013},
             url = {https://digilib.uin-suka.ac.id/id/eprint/7356/},
        abstract = {Mustika Setrayani. 2013. The Quality of Library Service Based on the
Conformity Level between Visitors? Perception and Expectation in Library and
Archives of Karimun Regency (KPAD)
The objectives of this research are: (1) to understand the visitors? perception
of the library service in Library and Archives of Karimun Regency (KPAD), (2) to
understand the visitors? expectation of quality service in KPAD, and (3) to
understand the quality service in KPAD. The method of collecting data which is
applied in this research is inquiry method using questionnaire, documentation,
observation, and interview. The questionnaire used is a closed questionnaire using
likert scale. The respondents of this research are the members of KPAD. In collecting
the sample, non probability sampling technique is applied in this research. In
addition, this research also applies quota technique in order to get the result which
represents all sample categories. Applying solvin?s formula, 98 respondents are
chosen incidentally. Meanwhile, to understand the quality of library service,
importance perform analysis is applied by comparing the average of perception score
to the average of expectation score. The results of this research are: (1) the visitors?
perception of library service is excellent with average score 3.02, (2) the visitors?
expectation of library service is excellent with average score 3.50, (3) the quality of
library service is excellent with conformity level score 86,61\%. In this research, the
writer also gives some suggestion to each element which has low score including the
accessible location with avarage score 78,83\%. It includes in chalegory of physical
dimension.
Keywords : Perceptions, expectations, quality service

}
}