| dc.description.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%). | en_US |
