Pengaruh Kualitas Layanan Perpustakaan Terhadap Kepuasan Pemustaka di UIN Syekh Ali Hasan Ahmad Addary Padang Sidimpuan

Abstract

This study aimed to investigate the effects of library service quality on library users’ satisfaction at UIN Syekh Ali Hasan Ahmad Addary in Padangsidimpuan. The investigation was conducted based on LibQUAL+TM theory. According to the Association of Research Libraries (ARL), there are three aspects of service quality, namely Affect of Service, Information Control, and Library as Place. This study employed the quantitative descriptive approach with the simple linear regression model. The population in this study were 9,399 active members of the library. The sample was then obtained from 99 library users who were selected using the accidental sampling technique. The results show that the Adequacy Gap (AG) value is negative. It indicates that the library members were not satisfied with the quality of service in terms of Affect of service, Information Control, and Library as Place aspects. It can be concluded that the service quality does not fulfill the users’ real expectations. However, the result of linear regression analysis shows that the service quality somehow does not influence the library users’ satisfaction.