Evaluasi Kepuasan Pemustaka terhadap Layanan Perpustakaan Universitas Dharmawangsa

Abstract

This research aimed to investigate the level of user satisfaction with the services provided by the Dharmawangsa University Library using the ServQual method. The measurements were viewed based on the five dimensions which are the reference for the ServQual method, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy. The research employed a descriptive research method with a quantitative approach. The data were collected by distributing questionnaires through Google Forms. The research used a simple random technique with the Slovin formula, in which the sample consisted of 95 people. The data analysis employed mean and grand mean formulas. The research findings show that the tangible dimension which has four statements produces a grand mean of 4.18 which is categorized as good and very satisfied because it is in the interval of 3.42-4.20. The reliability dimension with five statements produces a grand mean of 4.29 which is categorized as very good and very satisfied because it is in the interval 4.20-5.00. With four statements, the responsiveness dimension yields a grand mean of 3.92, falling between 3.42-4.20, which is considered good and highly satisfied. With four statements, the Assurance dimension yields a grand mean score of 4.46, falling between 4.20 and 5.00, which is considered very good and highly satisfied. The empathy dimension with five statements produces a grand mean of 4.34, categorized as very good and very satisfied in the interval 4.20-5.00.