KUALITAS PELAYANAN PERPUSTAKAAN BERDASARKAN TINGKAT KESESUAIAN ANTARA PERSEPSI DAN HARAPAN PEMUSTAKA DI PERPUSTAKAAN DAN ARSIP DAERAH KABUPATEN KARIMUN PROVINSI KEPULAUAN RIAU

MUSTIKA SETRAYANI , NIM. 09140078 (2013) KUALITAS PELAYANAN PERPUSTAKAAN BERDASARKAN TINGKAT KESESUAIAN ANTARA PERSEPSI DAN HARAPAN PEMUSTAKA DI PERPUSTAKAAN DAN ARSIP DAERAH KABUPATEN KARIMUN PROVINSI KEPULAUAN RIAU. Skripsi thesis, UIN SUNAN KALIJAGA.

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Abstract

Mustika Setrayani. 2013. The Quality of Library Service Based on the Conformity Level between Visitors’ Perception and Expectation in Library and Archives of Karimun Regency (KPAD) The objectives of this research are: (1) to understand the visitors’ perception of the library service in Library and Archives of Karimun Regency (KPAD), (2) to understand the visitors’ expectation of quality service in KPAD, and (3) to understand the quality service in KPAD. The method of collecting data which is applied in this research is inquiry method using questionnaire, documentation, observation, and interview. The questionnaire used is a closed questionnaire using likert scale. The respondents of this research are the members of KPAD. In collecting the sample, non probability sampling technique is applied in this research. In addition, this research also applies quota technique in order to get the result which represents all sample categories. Applying solvin’s formula, 98 respondents are chosen incidentally. Meanwhile, to understand the quality of library service, importance perform analysis is applied by comparing the average of perception score to the average of expectation score. The results of this research are: (1) the visitors’ perception of library service is excellent with average score 3.02, (2) the visitors’ expectation of library service is excellent with average score 3.50, (3) the quality of library service is excellent with conformity level score 86,61%. In this research, the writer also gives some suggestion to each element which has low score including the accessible location with avarage score 78,83%. It includes in chalegory of physical dimension. Keywords : Perceptions, expectations, quality service

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