| dc.description.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. | en_US |
