ANALISIS HOSPITALITY PUSTAKAWAN DALAM PENINGKATAN KUALITAS LAYANAN PERPUSTAKAAN DI PERPUSTAKAAN SEKOLAH TINGGI PARIWISATA AMBARRUKMO YOGYAKARTA

Kartika Puspita Sari, NIM.: 22200011112 (2024) ANALISIS HOSPITALITY PUSTAKAWAN DALAM PENINGKATAN KUALITAS LAYANAN PERPUSTAKAAN DI PERPUSTAKAAN SEKOLAH TINGGI PARIWISATA AMBARRUKMO YOGYAKARTA. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This research aims to find out the reasons for the need for librarian hospitality, also to find out the forms of librarian hospitality, efforts made to realize librarian hospitality and what obstacles are faced in realizing librarian hospitality and solutions to librarian hospitality obstacles in improving the quality of library services in the STIPRAM Yogyakarta library. Librarian hospitality is reviewed from Bambang A Sujatno's theory in a book entitled Hospitality and emotional intelligent actions from Daniel Goleman's theory. The type of research used is descriptive qualitative by collecting data through observation, interviews, and documentation. Informants in the study were selected by purposive sampling technique and data developed during the research process. Data analysis is done through data reduction, data presentation, and conclusion drawing. Data validity techniques use credibility, transferability, dependability and confirmability. The results of the study found that: (1) The things behind the need for hospitality librarians. (a) managing quality, (b) self-participation, (c) improving communication, (d) goalorientation, (e) problem solving, (f) discipline, (g) sensitive to trends, (h) sensitive to user desires, (i) creative, (j) energetic and diplomatic, (k) ambitious. (2) Forms of hospitality carried out by librarians in improving service quality. (a) Friendly welcome (b) active assistance, (c) availability and presence, (d) involvement in learning, (e) understanding library needs, (f) library technology, (g) event and activity programs, (h) flexibility and responsiveness. (3) Efforts made by hospitality librarians in improving service quality in the library (a) self- awareness, (b) self-regulation, (c) motivation, (d) social skills, (e) empathy

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