Analisis Kualitas Pelayanan terhadap Kepuasan Mahasiswa di Perpustakaan Politeknik Teknologi Kimia Industri Medan Menggunakan Metode Servqual, Customer Satisfaction Index (Csi) dan Importance Performance Analysis (Ipa)

Abstract

Politeknik Teknologi Kimia Industri (PTKI) Medan is one of the Governmentowned Higher Education Institutions under the auspices of the Ministry of Industry of the Republic of Indonesia. Based on previous research, complaints regarding the perceived quality of services by PTKI students were identified, prompting a study on the service quality of PTKI Medan to enhance service quality and achieve student satisfaction. The objective of this research is to identify library service quality in achieving student satisfaction based on PTKI Medan students' complaints. Data collection was conducted through a questionnaire distributed via Google Forms. The servqual method was employed to identify customer complaints based on the gap between perception and expectation. The Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods were used to determine the percentage of satisfaction across dimensions and establish the main priorities of PTKI Medan for improving service quality. The servqual method revealed that the dimension with the largest negative gap was empathy, particularly the attribute "ease of requesting assistance from librarians." In the CSI method, several criteria related to student satisfaction with service quality ranged from dissatisfied to satisfied. Therefore, the results indicated that the tangible, reliability, responsiveness, and empathy dimensions were rated as dissatisfied with CSI percentages of 68.50%, 69.79%, 65.75%, and 63.01%, respectively, while the assurance dimension was rated as satisfied with a CSI percentage of 72.06%. In the IPA method, three attributes emerged as priorities for improvement: HRS1, HAS4, and KEM3.