Pengaruh Kualitas Layanan Terhadap Kepuasan Pengguna di Perpustakaan Fakultas Ilmu Komunikasi

Abstract

Abstrak. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan terhadap kepuasan pengguna di Perpustakaan Fakultas Ilmu Komunikasi Universitas Padjadjaran. Kualitas layanan ditinjau dari tiga dimensi kualitas layanan menurut Model LibQual^+TM yakni Information Control, Affect of Services dan Library as Place. Kepuasan pengguna ditentukan berdasarkan analisa gap antara persepsi dan harapan pengguna. Pendekatan yang digunakan dalam penelitian ini adalah deskriptif kuantitatif dengan metode survey. Populasi dan sampel dalam penelitian ini adalah pengguna perpustakaan Fikom Unpad. Hasil penelitian menunjukkan bahwa kualitas layanan perpustakaan secara umum belum dapat memberikan kepuasan bagi penggunanya. Nilai Adequacy Gap secara umum yakni masih dibawah nilai rata-rata harapan minimum yakni -0,19. Dimensi yang paling berkontribusi mempengaruhi ketidakpuasan pengguna yakni dimensi Library as Place dengan nilai Adequacy Gap -0,40, dimensi Information Control dengan nilai Adequacy Gap -0,14, kemudian dimensi Affect of Service yang nilai Adequacy Gap negative-nya paling kecil yakni -0,02. Pernyataan yang dinilai memberikan kepuasan bagi pengguna yakni pernyataan tentang aspek pencahayaan didalam ruangan perpustakaan dengan nilai Adequacy Gap positif sebesar 1,69. Sedangkan pernyataan yang paling tidak memuaskan bagi pengguna yakni pada aspek ruangan yang dinilai terlalu sempit bagi ruang gerak pengguna selama didalam perpustakaan dengan nilai Adequacy Gap-nya yakni sebesar -3,29. Perpustakaan Fakultas Ilmu Komunikasi diharapkan berupaya lebih baik untuk dapat meraih kepuasan pengguna dengan cara meningkatkan kualitas layanannya.

Kata Kunci :  Kualitas Layanan Perpustakaan, Kepuasan Pengguna, Model LibQual^+TM, Affect of Services, Information Control, Library as Place.

Abstract. This study aims to determine the effect of service quality on user satisfaction in the Library Faculty of Communication Padjadjaran University. The quality of service in terms of service quality according to the three-dimensional model of the LibQual^{+ TM} that is Information Control, Affect of Services and Library as Place. User satisfaction is determined by analysis of the gap between perception and expectations of users. The approach used in this research is quantitative descriptive with survey method. Population and sample in this research is the library user of Faculty Communication. The results showed that the quality of library services in general have not been able to give satisfaction to the users. Value Adequacy Gap in general that is still below the average value of the minimum expectations is  -0,19. Dimensions that contribute most affect the user dissatisfaction that is dimension of the Library as Place with a value Adequacy Gap is -0,40, dimensions Information Control with a value of Adequacy Gap is  -0,14, then the dimensions Affect of Service with a value of Adequacy Gap negative is  -0,02. The statement is considered to provide satisfaction for users thai is about aspects of lighting in the room with a value of Adequacy Gap positive is 1,69. While the statement is most unsatisfactory for the user that is the aspect of the room which was considered too small for the space for the user during in the library with its value of Adequacy Gap is equal to -3.29. Library of the Faculty of Communication is expected to do a better programme in order to achieve user satisfaction by improving the quality of its services.

Keywords: Quality of Service Libraries, User Experience,  LibQual ^{+ TM} Model, Affect of Services,  Information Control, Library as Place.