Jurnal Pakar Manajemen
Vol. 3 No. 1 (2026): September

The Effect of Service Quality and Library Facilities on user Satisfaction at the Taman Ismail Marzuki Library Central Jakarta

Zuma Dwi Anisa (Universitas Bina Sarana Informatika)
Darkiman Ruminta (Universitas Bina Sarana Informatika)
Dudi Duta Akbar (Universitas Bina Sarana Informatika)



Article Info

Publish Date
15 Sep 2026

Abstract

User satisfaction is an important indicator of library service success and is influenced by service quality and available facilities. This study aims to analyze the effect of service quality and library facilities on user satisfaction at Taman Ismail Marzuki Library, Central Jakarta. A quantitative approach was employed with 100 respondents selected using accidental sampling. Data were collected through a Likert-scale questionnaire and analyzed using IBM SPSS Statistics 26 through validity, reliability, classical assumption, multiple linear regression, t-test, F-test, and coefficient of determination analyses. The findings indicate that service quality has a positive and significant effect on user satisfaction, while library faciities also have a positive and significant effect. Simultaneously, both independent variabels significantly affect user satisfaction. The model obtained an R Square 0f 0.428 and an Adjusted R Square of 0.416, indicating that the two variables explain 41.6% of the variance in user satisfaction after model adjustment.

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Journal Info

Abbrev

JPM

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Strategic Management: Business strategy, competitive analysis, corporate governance, and strategic decision-making. Human Resource Management: Talent management, organizational behavior, leadership, employee relations, and performance management. Operations Management: Process improvement, supply ...