Abstract
INDONESIA
Telah dilakukan penelitian pengaruh mutu layanan terhadap kepuasan pemustaka di perpustakaan Pusat UIN Maulana Malik Ibrahim Malang. Rumusan masalah penelitian adalah bagaimana pengaruh mutu layanan terhadap kepuasan pemustaka di Perpustakaan Pusat UIN Maulana Malik Ibrahim Malang. Penelitian ini bertujuan untuk menganalisis tingkat mutu layanan, tingkat kepuasan pemustaka, dan pengaruh mutu layanan terhadap kepuasan pemustaka untuk mewujudkan layanan perpustakaan bermutu dan memuaskan.
Telah dilakukan penelitian pengaruh mutu layanan terhadap kepuasan pemustaka di perpustakaan Pusat UIN Maulana Malik Ibrahim Malang. Rumusan masalah penelitian adalah bagaimana pengaruh mutu layanan terhadap kepuasan pemustaka di Perpustakaan Pusat UIN Maulana Malik Ibrahim Malang. Penelitian ini bertujuan untuk menganalisis tingkat mutu layanan, tingkat kepuasan pemustaka, dan pengaruh mutu layanan terhadap kepuasan pemustaka untuk mewujudkan layanan perpustakaan bermutu dan memuaskan.
Penelitian
menggunakan pendekatan kuantitatif dengan metode survei berbasis
kuesioner. Sampel sejumlah 99 responden diambil dari populasi dengan
tehnik Simple Random Sampling. Variabel bebas penelitian adalah dimensi
berwujud, reliabilitas, daya tanggap, jaminan dan empati, sedangkan
variabel terikatnya adalah kepuasan pemustaka. Data penelitian diperoleh
dari responden menggunakan kuesioner berskala Likert. Analisis data
menggunakan teknik analisis regresi berganda dengan bantuan program SPSS
Ver.16.
Hasil penelitian
menunjukkan tingkat mutu layanan Perpustakaan lebih dominan pada
penilaian baik, tingkat kepuasan pemustaka lebih dominan pada penilaian
puas, dan adanya pengaruh positif dan signifikan dimensi mutu layanan
secara bersama-sama terhadap kepuasan pemustaka. Secara parsial, dimensi
empati merupakan dimensi mutu layanan yang paling berpengaruh terhadap
kepuasan pemustaka dibandingkan dimensi mutu layanan lainnya. Hal ini
menunjukkan bahwa dimensi mutu layanan menjadi faktor penentu dalam
memberikan kepuasan pemustaka.
ENGLISH:
This research is about influence of service quality on State Islamic University of Maulana Malik Ibrahim Malang library customer satisfaction. The research questions were how quality service influenced State Islamic University of Maulana Malik Ibrahim Malang library customer satisfaction. The aims of the research were to analize the level of quality service, to analize the level of customer satisfaction and to analize the influence of service quality on customer satisfaction to contribute to the effort of enhancing library quality service and satisfaction.
This research is about influence of service quality on State Islamic University of Maulana Malik Ibrahim Malang library customer satisfaction. The research questions were how quality service influenced State Islamic University of Maulana Malik Ibrahim Malang library customer satisfaction. The aims of the research were to analize the level of quality service, to analize the level of customer satisfaction and to analize the influence of service quality on customer satisfaction to contribute to the effort of enhancing library quality service and satisfaction.
The research
employed quantitative approach, survey method for data gathering, and
questionnaire as research instrument. The 99 research respondents were
derived using simple random sampling technique. The independent
variables of the research are tangibles, reliabilities, responsiveness,
assurance and empathy. The dependent one is customer satisfaction. The
research data were derived from the respondent using Likert scale
questionnaire. Then, the data were analyzed using multiple linear
regression analysis and SPSS Ver.16
The
finding indicates that the level of service quality is considered good,
the level of customer satisfaction is considered satisfied and there is
positive and significant influence of service quality simultaneously on
customer satisfaction. Partially, empathy, one of the service quality
dimensions, has the greatest contribution to the customer satisfaction
in comparison to the other dimension. This shows that the dimensions of
service quality become a major factor in providing customer
satisfaction.
Mufid, Mufid
(2011)
Pengaruh mutu layanan terhadap kepuasan pemustaka: studi kasus di Perpustakaan Pusat UIN Maulana Malik Ibrahim Malang.
Masters thesis, Universitas Indonesia.