PENGARUH GAYA KOMUNIKASI PUSTAKAWAN TERHADAP KUALITAS LAYANAN DI PERPUSTAKAAN FE UNDIP UNIT S1 REGULER

Abstract

Library services for students at Economic Faculty of Diponegoro University play an important role to support studying-teaching processes. This phenomena need to be studied how far are the services which have been performed in library section. The purpose of this research was to examine influence between librarian communicator style variables trough the service quality variables given in library section. The research provides strong evidence that perceived service quality is related to these ten communication behaviors of the librarian. Furthermore, service quality can be improved by improving specific communication behaviors related to the communicator style variables. Librarian communicator style consisting of ten variables was developed. Independent variable included dominant, dramatic, contentious, animated, impression leaving, relaxed, attentive, open, friendly, and communicator image. Dependent variable is service quality with indicators are reliability, responsiveness, assurance, empathy, and tangibles. Population is taken from Diploma III Program, S1 Regular, and S1 Extension students, year 2006/2007 with proporsional stratified random sampling is 90 respondents. This research used descriptive analyzes and quantitative method. To process the data, the writer used SPSS program and used regression analysis with T-test. The result of regression analysis shows that there is a influence between librarian communicator style variables trough the given service quality variables at Economic Faculty Library of Diponegoro University. Then librarian with friendly communicator style 18,9 percent users at Economic Faculty gave their perception of the relationship of the variables to service quality.