EVALUASI KUALITAS LAYANAN PERPUSTAKAAN FEB UNDIP DENGAN METODE LIBQUAL+TM

Abstract

Library quality services evaluation is an important activity for academic libraries. This research is to evaluate service quality library at Economica and Business Faculty of Diponegoro University based on desired and perceived of users with LibQUAL+TM methods. The aims to measurement library service quality from desired and perceived users, and to know service library dimensions don’t fullfill desired and perceived users at Economica and Business Faculty of Diponegoro University with LibQUAL+TM methods. LibQUAL+TM is effective total survey market to context research in library to evaluation library quality service. Assessment based on perceived, minimum expectations, and desired users of library service. LibQUAL+TM method gives users a chance to tell library where library services need improvement so it can respond to and better manage their expectations. Dimensions in LibQUAL+TM consist of: Service Affect (SA), Library as Place (LP), Personal Control (PC), and Information Access ( IA). Population is taken from Diploma III Program; Regular I, and Reguler II students, year 2009/2010 with proporsional stratified random sampling and the total sample is 81 respondents. This research used quantitative method with survey. To process the data, the writer used SPSS program and used mean difference T-test to analyze them. Analyze its to know average perceived, minimum, and desired. The distance of the perceived score from the minimum score (P - M) creates a adequacy gap, and the distance of the perceived score from the desired score (P - I) creates a superiority gap. The result of mean difference T-test analysis shows that library service quality at Economica and Business Faculty of Diponegoro University is fullfill minimum expectation of users. This means users had “enough satisfaction” with service perceived. According with analysis Adequacy Gap (AG), dimension Information Access (IA) is not fullfill expectation and perception users of 5,160. So according with analysis Superiority Gap (SG), dimension Personal Control (PC) is not fullfill expectation and perception of users have - 15,889.