ANALISIS KUALITAS LAYANAN PERPUSTAKAAN PERGURUAN TINGGI DENGAN MENGGUNAKAN METODE LibQual+.

ABSTRACT

This research intend to find out service quality based on users perception and
, namely Access to Information, Affect of
expectation in four dimensions of
Service, Personal Control, and Library as Place at UPT Perpustakaan STSI
Bandung. The method used is descriptive quantitative method. Data collection
techniques used in this research comes from two sources, which is primary data
sources obtained through questionnaires with 95 respondents of student library
users. Secondary data obtained through observation of the situation and condition of
service, interview with the manager from UPT Perpustakaan STSI Bandung, and
relevant literature study and the supporting analyzes in this research. Results of this
research indicates that Affect of Information dimension and Affect of Service
dimention assessed quite well with the overall positive AG value. Meanwhile
Personal Control dimension assessed not good enough with 4-point negative AG
valuable statements, specifically in statement of the instr uctions and guide user for
using the service facilities at the library, statement of library automation system
makes service circulation faster, statement of online service catalog / OPAC makes
information retrieval easier and statement of library providing Internet services to
access information. As well as for the Library as Place dimension assessed less well
with the 2-point negative AG valuable statements, specifically in statement of library

providing a comfortable space for users and statement of libr ary is open for
discussion activities / learning together.

Keywords: Library quality services,

, user satisfaction, college

library

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