KUALITAS PELAYANAN PERPUSTAKAAN BERDASARKAN KESENJANGAN ANTARA PERSEPSI DAN HARAPAN PEMUSTAKA DI PERPUSTAKAAN SEKOLAH TINGGI ILMU KESEHATAN (STIKES) BETHESDA YAKKUM YOGYAKARTA

TWISTA RAMA SASI, NIM 09141011 (2011) KUALITAS PELAYANAN PERPUSTAKAAN BERDASARKAN KESENJANGAN ANTARA PERSEPSI DAN HARAPAN PEMUSTAKA DI PERPUSTAKAAN SEKOLAH TINGGI ILMU KESEHATAN (STIKES) BETHESDA YAKKUM YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA.

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Abstract

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

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