ANALISIS KUALITAS SELF SERVICE PERPANJANGAN ONLINE PEMINJAMAN KOLEKSI DI UPT PERPUSTAKAAN INSTITUT TEKNOLOGI BANDUNG - Resti Andriani (Shaut Al-Maktabah : Jurnal Perpustakaan, Arsip dan Dokumentasi, 2020)
Penelitian ini menggambarkan mengenai kualitas dari sistem website layanan perpanjangan online di UPT Perpustakaan Insititut Teknologi Bandung (ITB) dengan menggunakan lima dimensi kualitas layanan online yang dikemukakan oleh Saha dan Zhao (2005) yaitu efficiency, reliability, responsiveness, fulfillment, privacy. Penelitian ini menggunakan metode penelitian kuantitatif yang bersifat deskriptif. Populasi dalam penelitian ini yaitu mahasiswa aktif ITB yang pernah menggunakan layanan perpanjangan online. Penarikan sampel yang digunakan pada penelitian ini yaitu purposive sampling, dimana diambil dengan menetapkan kriteria dan pertimbangan sebelumnya. Pengumpulan data dalam penelitian ini menggunakan kuesioner, wawancara, dan dokumen. Selanjutnya pengukuran variable dihitung dengan skala Likert dengan lima skala penilaian. Hasil penelitian ini menunjukkan bahwa total rata-rata kualitas layanan self service perpanjangan online peminjaman koleksi di UPT Perpustakaan ITB yaitu 3.814 % yang dikategorikan dalam status baik. Hasil total ini diperoleh berdasarkan nilai rata-rata yang dimiliki kelima dimensi kualitas layanan online, diantaranya efficiency (3.84%), reliability (3.92%), responsiveness (3.42%), fulfillment (3.93%), dan privacy (3.96%). ABSTRACT This study to illustrate the quality of the online extension service website system at the Central Library Institut Teknologi Bandung(ITB) using five dimensions of online service quality proposed by Saha and Zhao (2005), that are efficiency, reliability, responsiveness, fulfillment, privacy. This research uses descriptive quantitative research methods. The population in this study are ITB active students who have used online extension services. Sampling used in this study is purposive sampling, which is taken by setting criteria and prior consideration. Collecting data in this study using questionnaires, interviews, and documents. Furthermore, the measurement of variables is calculated by a Likert scale with five rating scales. The results of this study indicate that the total average quality of self service extension services for online lending collections at UPT ITB Library is 3,814% which is categorized as good status. This total result is obtained based on the average value of the five dimensions of online service quality, including efficiency (3,84%), reliability (3,92%), responsiveness (3,42%), fulfillment (3,93%), and privacy (3,96%). Keywords: services, online quality services, online extention, Central Library ITB