Persepsi Pemustaka Terhadap Kualitas Layanan Perpustakaan Stain Madina dengan Menggunakan Metode Libqual

Abstract

The purpose of this study was to discover the level of service quality in the Library of the Mandailing Natal State Islamic Religious College (STAIN Madina), which was studied from the effect of the Service dimension (the attitude of library staff in serving users), the Information control dimension (availability of adequate collections), and the Library as place dimension (facilities and atmosphere of the library room). This study is descriptive research with a quantitative approach. The population of this study is 322 people, with the sample of this study being 76 people. The data collection technique in this study used a questionnaire through Google form by accidental sampling. To determine the quality of service, researchers compared the reality score and the expectation score. The results of data analysis in this study indicate that the quality of service in the effect of service dimension still does not meet the standards with a reality score of 2,537 (74.18%) and an expectation score of 2,881 (84.23%); the quality of service in the information control dimension also still does not meet the standards with a reality score of 1,982 (65.19%), and an expectation score of 2,380 (78.28%); and service quality in the Library as place dimension also still does not meet the standards with a reality score of 1,357 (71.42%) and an expectation score of 1,579 (83.10%). From these three dimensions, it can be concluded that the quality of service at the STAIN Madina Library still does not meet the standards, with a total reality score of 5,876 (70.28%) and an expected score of 6,840 (81.81%) with a maximum score of 8,360.