ANALISIS KEMAMPUAN DAN SIKAP PETUGAS PERPUSTAKAAN DALAM MELAYANI PEMAKAI (SERVICE AFFECT) DI LAYANAN REFERENSI PERPUSTAKAAN JURUSAN ELEKTRO POLITEKNIK NEGERI SEMARANG

Abstract

This study entitled "The Analysis of Librarians’ Capabilities and Attitude in Giving Service (Service Affect) in the Reference Service Unit in the Library of Electrical Engineering Department of Semarang State Polytechnic". In Service Affect dimension, the quality of a librarian is determined from four aspects. The aspects are empathy, responsiveness, assurance, and reliability aspect. The study purposes to determine how the ability and the attitude of the librarians are in Electrical Engineering Department of Semarang State Polytechnic Library in serving users, based on the users’ testimony about their received service, experience, and satisfaction. The study uses descriptive quantitative method, and the type belongs to survey approach type. To collect the data, this study uses observation, questionnaire distributing, and literary review technique. The analyses include the validity, reliability and gap analysis. The population comprisis of 333 respondents with 100 samples. The Accidental Sampling Technique is used to determine the amount of respondents. The samples are taken from the students of Electrical Engineering Department of Semarang State Polytechnic who use the service in Reference Service Unit in the Electrical Engineering Department of Semarang State Polytechnic Library. The result show that the negative gap occurs in four aspects. The aspect of responsiveness (responsiveness) (-1) is larger than in the aspect of reliability (reliability) (-0,83), the aspect of guarantee/assurance (assurance) (-0,78), and the aspect of empathy/concern (empathy) (-0.695). Based on the result, it can be concluded that the librarians are unable yet to fulfill the users’ expectation and satisfaction