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Analisis kepuasan pemustaka terhadap kualitas layanan perpustakaan di perguruan tinggi vokasi dengan metode servqual dan importance-performace analysis

Berkala Ilmu Perpustakaan dan Informasi

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Title Analisis kepuasan pemustaka terhadap kualitas layanan perpustakaan di perguruan tinggi vokasi dengan metode servqual dan importance-performace analysis
 
Creator Rachmadita, Renanda Nia
Arninputranto, Wibowo
 
Subject Servqual; Hope and Perception; Level of Satisfaction; Library
 
Description Introduction. Library in Vocational Higher Education is required to provide the best services in facilities, learning environmentbased on the characteristics of vocational education. This study aims to measure the level of satisfaction of library services  in vocational colleges. Data Collection Method. The questionnaires were distributed to 150 respondents including students and lecturersbased on five dimensions of Servqual. Data Analysis. The analysis was conducted  by identifying  the gap between perception and expectation using Importance-Performance Analysis method. Results and Discussions. Overall, the analysis if the gap for all Servqual dimensions was negative. Some services needto be  improved  to meet user expectations. By using Importance-Performance Analysis, itwas found that the attribute P10 (Library needs to provide an adequate online catalog) should be prioritized..Conclusions. It is expected that the library can improve the services based on the users’ needs.
 
Publisher UPT Perpustakaan Universitas Gadjah Mada
 
Contributor —
 
Date 2018-12-04
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://jurnal.ugm.ac.id/bip/article/view/32602
10.22146/bip.32602
 
Source Berkala Ilmu Perpustakaan dan Informasi; Vol 14, No 2 (2018): Desember; 214-225
2477-0361
1693-7740
 
Language eng
 
Relation https://jurnal.ugm.ac.id/bip/article/view/32602/23097
 
Rights Copyright (c) 2018 Berkala Ilmu Perpustakaan dan Informasi
http://creativecommons.org/licenses/by-sa/4.0
 


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