KEMAMPUAN KOMUNIKASI INTERPERSONAL PUSTAKAWAN DALAM PENINGKATAN MUTU LAYANAN DI BALAI LAYANAN PERPUSTAKAAN UNIT GRHATAMA PUSTAKA DPAD DIY

Wildan Novia Rosydiana, NIM.: 21200011040 (2023) KEMAMPUAN KOMUNIKASI INTERPERSONAL PUSTAKAWAN DALAM PENINGKATAN MUTU LAYANAN DI BALAI LAYANAN PERPUSTAKAAN UNIT GRHATAMA PUSTAKA DPAD DIY. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This research aims to find out how the librarian's interpersonal communication process, find out how the interpersonal communication skills between librarians and library users, and find out how the quality or quality of services provided by Grhatama Pustaka DPAD DIY, especially in general collection services. This research uses a qualitative method with a descriptive approach. The theory used was put forward by Joseph A. Devito about the process and ability of interpersonal communication, for service quality using the theory of Valarie A. Zeithaml, et al. This research uses data research conducted by interview, observation, and documentation. The subjects of this research are librarians and users who are involved in communication activities and who most often meet with the users. While the analysis technique uses data reduction, data presentation, and conclusion drawing. The results showed that (1) The process of interpersonal communication in general collection services (Source and Receiver, Message, Feedback, Feedforward Message, Channel, and Noise) that the six stages were partly owned by librarians as evidenced by librarians always greeting newly arrived visitors and providing directions in general collection services, while librarians were less than optimal in making library member cards with difficult requirements, namely having to include a request letter from the RT or a certificate of working in Yogyakarta and the lack of socialization from librarians about what services are available at Grhatama Pustaka. (2) Interpersonal communication skills in general collection services (openness, empathy, supportiveness, positiveness, and equality) that the five aspects have been owned by librarians in serving visitors as evidenced by librarians being friendly, responding well to the wishes of visitors and librarians also do not discriminate against visitors, so that it has a positive effect on visiting general collection services. (3) Quality or Quality of service (Tangibles, Reliability, Responsiveness, Assurance, Empathy) that the five dimensions are partly owned by librarians as evidenced by librarians dressing neatly, arriving on time, and guaranteed safety and comfort, while the less than optimal services provided are the lack of reading rooms, slow internet access, and no notification regarding new collections in the general collection room.

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