STUDI DESKRIPTIF KUALITAS LAYANAN PADA PERPUSTAKAAN UBAYA MENURUT PERSEPSI MAHASISWA

  • Fransiska Theresa Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: Kualitas layanan, Kualitas Layanan Perpustakaan, Perpustakaan

Abstract

Tuntutan konsumen dan persaingan yang semakin ketat maka mendorong pelaku bisnis untuk semakin memperhatikan kualitas layanan penting kepuasan pelanggan. Menurut Parasuraman, konnsep Kualitas Layanan ini dapat dikelompokkan menjadi 5 dimensi yaitu Tangibles, Reliability, Responsivness, Assurance, dan Empathy. Penelitian ini dilakukan di Perpustakaan UBAYA dengan jumlah responden sebanyak 100 orang dengan cara pengambilan sampel cluster sampling. Identitas responden dan deskripsi jawaban responden diuji dan diolah dengan menggunakan analisa SPSS. Program SPSS yang digunakan adalah IBM SPSS Statistics version 20.0. Hasil penelitian atau studi ini menunjukkan bahwa dimensi Reliabilty memperoleh nilai mean paling tinggi dibandingkan dengan dimensi yang lainnya. Hal ini dapat dijelaskan bahwa mahasiswa puas dengan layanan yang ada di perpustakaan UBAYA karena staff perpustakaan menyediakan layanan sesuai dengan yang dijanjikan.

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Published
2016-03-01
Issue
Vol. 5 No. 1 (2016): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)
Section
Bidang Manajemen (M)

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