KEPUASAN PEMUSTAKA TERHADAP LAYANAN REFERENSI DI PERPUSTAKAAN INSTITUT AGAMA ISLAM NEGERI PONTIANAK

Fenny Indriyani, Amriani Amir

Abstract


This study aims to determine user satisfaction with reference services at the Pontianak State Islamic Institute Library, using the LibQUAL+TM method from three dimensions, Affect of Service, Information Control, and Library as Place. The data collection technique used a questionnaire with a sample of active IAIN Pontianak students who had visited the reference service. Population was taken in January-April based on the last year's statistical data 2021, totaling 74 people, calculated using the Slovin formula with the results of 63 respondents. The results of this study are user satisfaction from the Affect of Service dimension, Adequacy Gap is positive with a score of 2.35, the Superiority Gap is positive with a score of 0.9, Information Control is the Adequacy Gap is positive with a score of 1.98, Superiority Gap is positive with a score of 0.71, Library as Place, namely the Adequacy Gap, was positive with a score of 1.89, and the Superiority Gap was positive with a score of 0.43. Total of all dimensions, namely AG is positive with a score of 2.07 which indicates that the user is satisfied and SG is positive with a score of 0.68 which indicates that the service quality is considered good.

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DOI: http://dx.doi.org/10.26418/jppk.v11i9.58550

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