ALVIAN KURNIAWAN, 041211233099 (2017) USULAN PERBAIKAN KUALITAS LAYANAN PERPUSTAKAAN UNIVERSITAS PEMBANGUNAN NASIONAL “VETERAN” JAWA TIMUR MENGGUNAKAN MODEL LIBQUAL DAN DIAGRAM FISHBONE. Skripsi thesis, Universitas Airlangga.

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Abstract

This study aims to determine students' perceptions about the quality of services provided Library of Universitas Pembangunan Nasional "Veteran" Jawa Timut through LibQUAL Model questionnaire which was distributed to the students. The quality of library services using LibQUAL model has four dimensions with 27 attributes, namely library staff, library services, library collections, and library as place. In addition, researchers also propose improvements to improve the quality of library services by identifying the factors that influence the quality of service by using the method of cause and effect (fishbone) through the 4 categories that are adapted to the 4 dimensions LibQUAL. Questionnaires are recovered as many as 122 are then used 100 questionnaires that meet the criteria, the value of reliability from .957 to .966 with acceptable limit of 0.7. The analysis showed that the quality of services provided by the Library of Universitas Pembangunan Nasional "Veteran" Jawa Timur is still in the tolerance zone, Of 27 attributes questionnaire is only one attribute that has a positive value or otherwise satisfied, but 26 other attribute is still in the tolerance zone the library has been providing quality service above the minimum expectations of users, but has not been able to provide superior service quality or as expectations indeed from users , From interviews with the libraries found that the main factor the quality of library services is lacking is the quality of human resources and a limited budget. Proposed improvements is to provide training to improve the quality of human resources, and then set up a performance measurement system to improve employee responsibilities. The second is to use the proposed improvement priorities to meet the needs of the collection with the limited budget given.

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