Analisis kualitas layanan pengguna Perpustakaan Pusat Institut Teknologi Nasional Malang menggunakan metode LibQUAL+TM

Leonisti, Annisa Aklysta, Fajriyah, Annisa ORCID: https://orcid.org/0000-0002-8624-3008 and Mubasyiroh, Mubasyiroh (2024) Analisis kualitas layanan pengguna Perpustakaan Pusat Institut Teknologi Nasional Malang menggunakan metode LibQUAL+TM. LibTech: Library and Information Science Journal, 5 (1). pp. 51-60. ISSN 2723-7605 (e.)

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Abstract

Abstract
The research objective is to determine the service quality for users of the Central Library of Institute Technology National (ITN) Malang based on the LibQUAL+TM dimension consisting of the Effect of Service, Library as Place, and Information Access. The research was a quantitative descriptive study. The researcher used a simple random sampling technique. The samples consisted of 97 respondents who were visitors of the Central Library of Institute Technology National (ITN) Malang from September 2022 to February 2023. The data collection techniques included a literature study and questionnaires. The data processing of the research employed IBM SPSS Statistics Version 23. From the Effect of Service dimension, the users are satisfied with an adequacy gap of 0.02, and the service quality is good, shown by a superiority gap of -0.03. From the Library as a Place dimension, the users are satisfied with an adequacy gap of 0.14, and its service quality is good, shown by a superiority gap of
-0.04. From the Information Access dimension, the users are dissatisfied with an adequacy gap of -0,12, and its service quality is good shown by a superiority gap of -0,27. Based on the research result, each dimension of the service quality of the Central Library of Institute Technology National (ITN) Malang is good. In other words, it is in the tolerance zone. However, the result has not fulfilled the users’ demand.

Item Type:	Journal Article
Keywords:	Service Quality; LibQUAL+TM; Higher Education Libraries
Subjects:	08 INFORMATION AND COMPUTING SCIENCES > 0807 Library and Information Studies
Divisions:	Faculty of Technology > Department of Library and Information Science
Depositing User:	Siti Fatimah
Date Deposited:	30 Oct 2024 11:03

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