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All Journal Social Science Studies Jurnal Ilmu Komunikasi Dan Media
Ginting, Sinta Azhary
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Education Social Sciences Other

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Model Pelayanan Publik Pada Kearsipan Universitas Sumatera Utara Ginting, Sinta Azhary; Stp, M. Fahru Rozy; Pohan, Syafruddin
Jurnal Ilmu Komunikasi Dan Media Sosial (JKOMDIS) Vol. 3 No. 3 (2023): September - Desember
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47233/jkomdis.v3i3.1273

Abstract

Pelayanan publik yang transparan, akuntabel, dan efisien menjadi prioritas utama pemerintah Indonesia. Pengelolaan data kearsipan oleh lembaga seperti Kearsipan Universitas Sumatera Utara (USU) mempunyai peran sentral dalam menunjang pelayanan publik yang berkualitas. Namun tantangan pengelolaan dokumen yang efektif, terutama dalam konteks kecepatan, aksesibilitas, dan kualitas, memerlukan inovasi. Penelitian ini berfokus pada Kantor Kearsipan USU dengan menggunakan Model Loveluck sebagai kerangka penelitiannya. Model ini mencakup prinsip-prinsip bukti nyata, keandalan, daya tanggap, jaminan dan empati untuk mengevaluasi kualitas pelayanan publik. Penelitian ini mengeksplorasi aspek pelayanan publik di Kantor Kearsipan USU melalui metode studi kasus, survei, analisis dokumen, wawancara, dan analisis data kuantitatif. Hasil penelitian menunjukkan bahwa Kearsipan USU menawarkan beragam layanan, antara lain penelitian komparatif, penelitian, dan magang yang banyak diminati pengguna. Website dan media sosial digunakan untuk meningkatkan akses terhadap informasi. Pengukuran kualitas pelayanan meliputi faktor Tangible (penampilan dan fasilitas), Reliability (kehandalan informasi), Responsiveness (tanggapan terhadap keluhan), Guarantee (menjamin kualitas data) dan Empathy (memperhatikan pengguna). Penelitian ini memberikan wawasan mengenai tantangan dan peluang pengelolaan data kearsipan di lingkungan akademik. Hasil yang diperoleh diharapkan dapat meningkatkan standar pelayanan publik di Kearsipan USU dan memberikan kontribusi terhadap pemahaman yang lebih baik mengenai pengelolaan data kearsipan dalam konteks pelayanan publik di Indonesia
The Influence Of Persuasive Communication Competence And Librarian Performance On User Satisfaction At The Universitas Sumatera Utara Library Ginting, Sinta Azhary; Dewi Kurniawati; Syafruddin Pohan
Social Science Studies Vol. 4 No. 4 (2024): Issue: July
Publisher : Profesional Muda Cendekia Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47153/sss44.10522024

Abstract

Research Aims: This study aims to measure the influence of Persuasive Communication Competence on User Satisfaction at the Universitas Sumatera Utara Library, to measure the influence of Librarian Performance on User Satisfaction at the Universitas Sumatera Utara Library, Design/methodology/approach: This research employs a quantitative correlational method to understand the relationships between the variables. The Elaboration Likelihood Model (ELM) communication theory by Robert Cialdini is used in this study. The population for this study includes all individuals who have visited the Universitas Sumatera Utara Library. The sampling technique used is Accidental Sampling. The instrument used is a digital questionnaire distributed via Google Forms to 392 respondents. Research Findings: The results indicate that significant positive influence of both persuasive communication competence and librarian performance on user satisfaction at the Universitas Sumatera Utara Library. Persuasive communication and librarian performance can explain 58.4% of the influence on customer satisfaction, which according to the Guilford scale falls into the moderate/medium category and has a fairly high influence. The remaining 41.6% is influenced by other unmeasured variables such as physical facilities, collection availability, service systems, information technology, and human resources Theoretical Contribution/Originality: The results of this research can be used as a basis for further research on a larger scale or in a different context such as research in more general libraries. In addition, the researcher recommends that future researchers can carry out further research by conducting a more detailed investigation into the persuasive communication competencies of librarians and their role. Diverse approaches can provide a more comprehensive understanding of how librarians' persuasive communication competencies and performance influence library use.
Co-Authors Dewi Kurniawati Pohan, Syafruddin Stp, M. Fahru Rozy Syafruddin Pohan