Analisis Kualitas Layanan Terhadap Kepuasan Pemustaka Pada Perpustakaan Politeknik Negeri Medan Dengan Menggunakan Metode Libqual

Abstract

This study aimed to determine the level of service quality at the Medan State Polytechnic library based on the expectations desired and the reality felt by the library users using the LibQual method. Measurements are reviewed based on three dimensions; the basis for measurement in the LibQual method is the Effect of Service, Information Control and Library as Place. The study used a descriptive method with a quantitative approach. The data collection technique in this study was by distributing questionnaires. The population in this study was members of the Medan State Polytechnic library, with a total of 2,943 people, who were then limited by using the Slovin formula; as a result, a sample size of 97 people was obtained. The sampling technique in this study used a non-probability sampling technique with incidental sampling as the sample unit selection technique. The results of data analysis in this study indicated that the quality of service in the Effect of Service dimension is less qualified based on the acquisition of an expectation score of 3,526 (80.77%), which is greater than the reality score of 2,685 (61.51%). The Information Control dimension also has less qualified results based on acquiring an expectation score of 3,190 (82.21%), greater than the reality score of 2,285 (58.89%). The Library as Place dimension also found that the service quality is less qualified based on the expected score of 2,036 (83.95%), which is greater than the reality score of 1,456 (60.04%).