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Kepuasan pemustaka Perpustakaan UIN Sunan Gunung Djati Bandung dan pengaruh word of mouth pemustaka

Jurnal Kajian Informasi dan Perpustakaan

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Title Kepuasan pemustaka Perpustakaan UIN Sunan Gunung Djati Bandung dan pengaruh word of mouth pemustaka
 
Creator Hanany, Nailah Hanum
Sudirman, Eded
 
Subject Library user’s satisfaction; Language skill; Verbal; Non-verbal; Word of Mouth (WOM)
 
Description Library activities that are directly felt by users are services, which are considered the spearhead of libraries. Guarantee and empathy aspects of the Servqual Model and effect of service aspects on the LibQual + TM model are all closely related to one of the factors, namely librarian language skills, both verbal and non-verbal. Moreover, users who have used these services can be effective promotional tools to affect other users through Word of Mouth (WOM) promotion. WOM in an Islamic perspective can mean ‘da'wah’, an invitation to do good. This study aimed to examine perceptions of satisfaction with the librarian language skills and their relationship with WOM among UIN Sunan Gunung Djati Library users. Librarian language skills are divided into two categories, namely verbal and non-verbal. Verbal aspects consist of vocal parameters, word selection, sentence structure, and convenience aspects to be understood. Non-verbal aspects include gesture parameters, body position, tone, and intonation. The research method used survey method with a total sample of 400 users. Determination of the number of samples was performed by Slovin method and selected by accidental sampling technique. Results showed, Consumer Satisfaction Index (CSI) for verbal communication was 3.325, and non-verbal communication was 3.253. Both were in the "moderate" satisfaction range on a scale of 5. More than 22% of satisfied and very satisfied users stated that their satisfaction would continue with various WOM activities to invite others to visit the library. This shows the influence of satisfaction with WOM activities, although still on a small scale.
 
Publisher Universitas Padjadjaran
 
Contributor —
 
Date 2019-06-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://jurnal.unpad.ac.id/jkip/article/view/19130
10.24198/jkip.v7i1.19130
 
Source Jurnal Kajian Informasi & Perpustakaan; Vol 7, No 1 (2019): Accredited by Ministry of Research, Technology and Higher Education of the Republic of Indonesia SK No. 23/E/KPT/2019; 95-112
Jurnal Kajian Informasi dan Perpustakaan; Vol 7, No 1 (2019): Accredited by Ministry of Research, Technology and Higher Education of the Republic of Indonesia SK No. 23/E/KPT/2019; 95-112
2540-9239
2303-2677
10.24198/jkip.v7i1
 
Language eng
 
Relation http://jurnal.unpad.ac.id/jkip/article/view/19130/10528
 
Rights Copyright (c) 2019 Jurnal Kajian Informasi & Perpustakaan
https://creativecommons.org/licenses/by-sa/4.0/
 


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