INTEGRASI MODEL SERVQUAL DAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DALAM UPAYA MENINGKATKAN KUALITAS PELAYANAN PERPUSTAKAAN DI PERGURUAN TINGGI (STUDI KASUS: UPT PERPUSTAKAAN UNIVERSITAS ISLAM NEGERI SUNAN KALIJAGA YOGYAKARTA)

Intan Dwi Kristanti, NIM.: 20106060066 (2024) INTEGRASI MODEL SERVQUAL DAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DALAM UPAYA MENINGKATKAN KUALITAS PELAYANAN PERPUSTAKAAN DI PERGURUAN TINGGI (STUDI KASUS: UPT PERPUSTAKAAN UNIVERSITAS ISLAM NEGERI SUNAN KALIJAGA YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Increased industrial competition has an impact on various organizations, both profit and non-profit, one of which is in the service sector. Service quality is an important element as a company's value added. Universities as non-profit organizations must have facilities and infrastructure that support the continuity of independent learning, one of which is by optimizing library services. To be able to achieve optimal satisfaction, it is necessary to know the level of library user satisfaction with the services felt by the library users. The purpose of this study is to identify the level of student satisfaction with services in the Library and to determine which service attributes need to be improved based on the needs and expectations of library users Service Quality (SERVQUAL) is a method used to determine the gap between user perceptions and user expectations. While the Quality Function Deployment (QFD) method is used to translate customer needs into consumer needs and find out the level of service needed by users and identify forms of improvement that can affect the quality of library services. The results of this study are the level of library satisfaction based on calculations using the Servqual method can be said to be unsatisfactory, this can be proven by the acquisition of servqual scores showing negative values both in the servqual dimension gap analysis and each item. In the physical evidence dimension (tangibles), the gap value is -0.86, the empathy dimension is -1.10, the assurance dimension is -0.85, the reliability dimension is -1.06, and the responsiveness dimension is -0.93. Improving the ease of the role of digital collection search services is a top priority attribute that needs to be improved based on the acquisition of the highest technical response value with the target improvement that needs to be done is to create a special application that contains various collections and provides pop-ups on the application so that users can easily get the literature needed.

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