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Amir Hamzah
Institut Sains & Teknologi AKPRIND Yogyakarta
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Journal : CEMERLANG :Jurnal Manajemen dan Ekonomi Bisnis

 1 
Pengaruh Kualitas Pelayanan terhadap Kepuasan Anggota Perpustakaan pada Dinas Kearsipan dan Perpustakaan Kabupaten Paser Amir Hamzah
CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis Vol. 3 No. 1 (2023): CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/cemerlang.v3i1.3150

Abstract

The purpose of this research is to determine the simultaneous and partial influence as well as the dominant variables of Service Quality (X) which include the variables Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4), Physical Evidence (X5), on Satisfaction of Library Members (Y) at the Paser Regency Archives and Library Service. From the results of the validity test of the total number of questions, 18 statements all have a value of rcount > rtable, which means all questions are valid (feasible). From the results of the reliability test, it can be seen that the results obtained were 0.836, which means that the questionnaire items can be said to be reliable, because the Cronbach's Alpha value is > 0.6. From the results of multiple linear regression analysis research, the regression equation Y= 0.465 + 0.366X1 + 0.265 X2 + 0.183 X3 - 0.185X4 + 0.246 X5. The correlation coefficient (R) is 0.843 at a relationship level of 0.80-1.000, which means it is at a very strong relationship level between the variables Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4), Evidence Physical (X5), to Member Satisfaction (Y). The Adjusted R square value (coefficient of determination) is 0.503, which means that the Service Quality (X) variable consisting of Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4) and Physical Evidence (X5) contributes of the dependent variable, namely Member Satisfaction (Y), while the remaining 49.7% is influenced by other variables not included in this research. From the results of the F test, the Fcount value is 14.372 > Ftable 2.37, so it can be concluded that the Service Quality (X) variable consists of Reliability (X1), Responsiveness (X2), Assurance (X3), Empathy (X4) and Physical Evidence ( X5) has a significant effect simultaneously (together) on the Member Satisfaction variable (Y), so that the first hypothesis can be accepted or H0 is rejected. Ha is accepted. From the results of the t test for the variables Reliability (X1), Responsiveness (X2), and Physical Evidence (X5) have a significant effect on Member Satisfaction (Y) of libraries at the Paser Regency Archives and Library Service. Meanwhile, the variables Assurance (X3), Empathy (X4) do not have a significant effect on Library Member Satisfaction (Y) at the Paser Regency Archives and Library Service. Furthermore, the t test results show that the Reliability variable (X1) has a dominant influence on Member Satisfaction (Y) which is strengthened by the highest t value of 3.299 and a significance value of 0.002. So the hypothesis states that it is not proven or rejected. H0 is accepted. Ha is rejected.
Co-Authors Ade Rizki Purnama Ade Yogi Adhi Susanto Adhi Susanto Afifah Dzuriatun Khasanah Agel, Walid Agusnadi Agusnadi Ahmad Mujahid Ainun Ainun amirhamzah@institutpendidikan.ac.id Andi Kurniawan Andri Perdana Putra Anggreawan - Aprizal Rosadian Ari Budi Noviyanto Ariyana, Renna Yanwastika Asriadi Asriadi Asti Widyaningsih Ayus ahmad Yusuf Basuki Beny Firman Budhi Anto Catur Iswahyudi Catur Iswayudi Dahliyusmanto, Dahliyusmanto Daldir - Dedy Darmawan Dini Suryaningsih Dyah Apriliani Edhy Sutanta (Jurusan Teknik Informatika IST AKPRIND Yogyakarta) Egi Mulyadi Emy Setyaningsih Erfanti Fatkhiyah Erma Susanti Erna Kumalasari Nurnawati Erna Kumalasari Nurnawati Erna Safariyah Erwin Hariyanto Nugroho F. Soesianto F. Soesianto Fauzan Prasetyo Febbi Adha Hardiani Febrianto Ramadhan Firdaus Firmansyah Kusuma, R. Okky Galih Prassantika Utama Gatot Santosa Gatot Santosa, Gatot Gloriansi Umbu Heingu Deta Hadijah Hadijah Hae Isnapoh Maykel Yoseph Hanny Oktariani Hari Rachmadi Haris Dibdyaningsih Hendra Mardika Heri Ihwani Heri Siswanto Heru Susanto Indien Winarwati Indriyani Indriyani Irawan Danismaya Ismail Ismail Istiana Agustika Anandy Iwan Kurniawan Iwan Sukma Gumilar Jazi Eko Istiyanto Jazi Eko Istyanto Kris Suryowati Lia Dwi Martika Lilik Nugroho M Altaf Hidayat M. Rasuhan Fikri MAYA, IRA Mia Lusmiawati Mohammad Sholeh Muchamad Rizal Rinaldi Muhamad Najib Muhamad Taufik Hidayat Muhammad Akbar Muhammad Firdaus Muhammad Sholeh Muhammad Sholeh Muhammad Suyanto Muntaha Nega Mustafa - Naniek Widyastuti Naniek Widyastuti Niken Irawati Putri Novita Istiqomah Nurul Sakdah Oktaviani Rahmita Putri Oktaviani Rita Puspasari Oman Somantri Pidie Wiyanto Prastyono Eko Pambudi R. Ismail Nugroho Akbar Riani - Risang Aji Herlambang Risma Sri Mulyati Robertus Desta Raka Siwi Romy Romy Rr. Yuliana Rachmawati Ryan Akbar Fadhilah Ryvan Sirait Ryzka Rahmawati Shalahuddin Shaleh Shaleh Sholeh, Muhammad Siar Nimah Siti Lestari Sony Cahyo Wibisono Suraya - Suwanto Raharjo Syafi'i, Ahmad Tanty Naomi Siahaan Taufik Maulana Taufiq Abidin Tinezia Arum Cendhani1 UGM) Fakultas Matematika dan Ilmu Pengetahuan Alam Jazi Eko Istiyanto (Jurusan Fisika Uning Lestari Uning Lestari Universitas Gadjah Mada) Fakultas Teknik Adhi Susanto (Jurusan Teknik Elektro Universitas Gadjah Mada) Fakultas Teknik F. Soesianto (Jurusan Teknik Elektro Uswatun Hasanah Virgilius Daton Balamakin Wafikulinnuha - Wafikulinuha Wafikulinuha Wahid Hasim Wahid Hasyim Winantris Winantris Wisnu Widiarto Wisnu Widiarto Yoga Pratama Yohanes Yohanes Yudi Setyawan Yunita Kusumawardani Yusriana Yusriana