ANALISA KUALITAS PELAYANAN DENGAN METODE KESENJANGAN PADA PERPUSTAKAAN FAKULTAS TEKNOLOGI PERTANIAN UNIVERSITAS GADJAH MADA YOGYAKARTA

SRI WIDYATI, NIM. 08141169 (2013) ANALISA KUALITAS PELAYANAN DENGAN METODE KESENJANGAN PADA PERPUSTAKAAN FAKULTAS TEKNOLOGI PERTANIAN UNIVERSITAS GADJAH MADA YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA.

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Abstract

The aims of the research is to determine the service quality level on the Library of the Faculty of Agricultural Technology Gadjah Mada University, based on the numbers of service disparities refer to five services quality dimension, there are tangibles, reliability, responsiveness, assurance and empathy. Then the result of it was analyzed using gap analysis, the compliances level and Importance- Performance Analysis (IPA). The technique of the data collection using questionnaires, documentation, and interviews. The respondents of the research were 95 of FTP UGM students whom are the member of the library. The result showed that based on the gap analysis calculation the overall variables of services quality shows a negative value. Which means the service quality of FTP UGM Library can not meet the expectations of its users, so it needs improvement to all variables. Based on the compliance level calculation indicates the suitability value is under 100%. So it still needs to improve in order to fulfill users expectation. Where as from IPA analysis has obtained three attributes located in quadrant A, there are the availability of relevant and adequate collection , providing services at the promised time , and reliable in dealing with users. The improvement strategy need to be prioritized is the addition of a collection of Indonesian books , increasing the number of employees , training , discipline and work ethic , as well as the addition of a computer to access the catalog. Key words : the service of quality, gap analysis, servqual, FTP UGM Library, the level of compliance, IPA methods

Item Type: Thesis (Skripsi)
Additional Information: PEMBIMBING: ANIS MASRURI, S.Ag., SIP., M.Si.
Uncontrolled Keywords: the service of quality, gap analysis, servqual, FTP UGM Library, the level of compliance, IPA methods
Subjects: Ilmu Perpustakaan
Divisions: Fakultas Adab dan Ilmu Budaya > Ilmu Perpustakaan (S1)
Depositing User: Sugeng Hariyanto, SIP (sugeng.hariyanto@uin-suka.ac.id)
Date Deposited: 06 May 2014 08:13
Last Modified: 13 Oct 2015 14:59
URI: http://digilib.uin-suka.ac.id/id/eprint/12361

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