Pengaruh Kualitas Pelayanan Perpustakaan terhadap Kepuasan dengan Loyalitas Mahasiswa Universitas Islam Sumatera Utara Medan

Abstract

Library is a non-profit public organization providing information service to the public by prioritizing the satidaction of the users so this is dffirent from business organizations providing public service by prioritizing profit. But the pro.fit and non-profit organizations have the same duty to serve the users. Library is an information service and it is not a library if it does not serve the need of its users. Therefore, library is identical with service. Therefore, library and the staff need to change their paradigm that the users are customers. Customers' satisfaction becomes one of the objectives of library service. To qchieve a qualified service, library is required to meet the needs of its user community. Not only the source of information, but also physical facilities, information technolog,t that can help the users find their satisfaction since satidaction is closely related to loyalty even though they do not always come together at the same time. The purpose of this study was to find out catd analyze the inJluence of service qualiq, consisting of tangrble, liabili4t, reryonsiveness, ctssl,rance and empathy on the satisfaction of the students of Universitas Islam Sumatera Utara (UISU) ltledan and to find out and analyze the influence of students' satisfaction on the loyalyt of the students of Universitas Islam Sumatera Utara @fSU Aledan. The samples for this study were 368 students of Universitas Islam Sumatera Utara (UISU) Medan selected through purposive sampling technique. Ihe result of the first hypothesis test showed that tangible, liability, responsiveness, assarance and empathy had a positive and significant influence on the satidaction of the students of Universitas Islam Sumatera Utara (UISU) fuIedan. The result of the second hypothesis test showed that students' satisfaction had influence on the loyalry of the students of Universitas Islam Sumatera Utara UISU Medan.