Indonesian Journal of Engineering Research
Vol 1 No 1 (2020): Indonesian Journal of Engineering Research

THe Analysis of Library Visitor Satisfaction Using the Servqual Method

Rini Agustina (Universitas Kanjuruhan Malang)
Dodit Suprianto (Unknown)
Nandono Cahyo (Unknown)

Article Info

Publish Date
27 Oct 2020

Abstract

The purpose of this study was to determine the level of satisfaction of library services with the SERVQUAL method based on five dimensions, such as tan-gible, reliability, responsiveness, assurances, and empathy. The satisfaction evaluation of library services is needed because the number of library visitors is increasingly decreasing. This study tries to find out the things that cause the number of library visitors to decrease while knowing what services need to be improved. Based on the results of library service evaluation tests, 68% of visitors said they were not satisfied with library services, with an average value of SERVQUAL (-0.2) from 25 criteria and 105 respondents. This data shows some library services that must be repaired by schools by improving facilities and services to visitors.

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Journal Info
Indonesian Journal of Engineering Research
Website

Abbrev

ijer

Publisher

Future Science

Subject

Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Electrical & Electronics Engineering Industrial & Manufacturing Engineering Mechanical Engineering

Description

Indonesian Journal of Engineering Research Journal (IJER) is international journal aimed to the development of fundamental theoretical knowledge in engineering as well as the application of the technological development in engineering fields including: Civil Electrical Mechanical Industrial Chemical ...