PENGARUH KUALITAS LAYANAN BANJAR CORNER TERHADAP LOYALITAS DIMODERASI KEPUASAN PEMUSTAKA PADA PERPUSTAKAAN UIN ANTASARI BANJARMASIN

Ismayanti, NIM.: 21200012006 (2023) PENGARUH KUALITAS LAYANAN BANJAR CORNER TERHADAP LOYALITAS DIMODERASI KEPUASAN PEMUSTAKA PADA PERPUSTAKAAN UIN ANTASARI BANJARMASIN. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This thesis discusses "The Effect of Banjar Corner Service Quality on User Loyalty Moderated User Satisfaction at UIN Antasari Banjarmasin Library". This study aims to determine (1) Banjar Corner Service Quality, (2) Banjar Corner Service User Loyalty, (3) Banjar Corner Service User Satisfaction, (4) the influence of Banjar Corner service quality on user loyalty moderated user satisfaction at UIN Antasari Banjarmasin Library, (5) how much influence Banjar Corner service quality has on moderated loyalty to user satisfaction at UIN Antasari Banjarmasin library. The method used in this study is quantitative research. The data analysis techniques used are descriptive analysis and moderated regression analysis (MRA). The sample in this study amounted to 99 obtained from the calculation of the Taro Yamane formula with a population of 13,972 members of the UIN Antasari library Data collection methods use questionnaires, observation and documentation. The results stated that (1) Banjar Corner Service Quality obtained an average value of 2.63 on a scale range of 2.50 <X ≤ 3.25 included in the "Good" category. (2) The loyalty of Banjar Corner service users obtained an average score of 3.16 on a scale range of 2.50 <X ≤ 3.25 included in the "Good" category. (3) Banjar Corner service user satisfaction obtained an average score of 2.74 on a scale range of 2.50 <X ≤ 3.25 included in the "Good" category. 4) 4) User satisfaction can moderate the effect of Banjar Corner service quality on user loyalty at UIN Antasari Banjarmasin Library with a regression coefficient value of 0.002 with a significance value of 0.000 and the effect of user satisfaction as a moderation variable of 51.8% while the remaining 48.2% is explained by other factors not studied in this study.

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