Dian Irinita, Belinda and Susetyo Hastono, Bambang (2021) Kualitas Pelayanan Perpustakaan Universitas Kristen Duta Wacana Yogyakarta. ANALISIS: Jurnal Bisnis dan Akuntansi, 20 (2). ISSN 1978-9750

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Abstract

The purpose of this study is to know the service quality of college library of Universitas Kristen Duta Wacana (UKDW) in Yogyakarta. The service quality five dimensions is used as the indicator to measure the quality of service delivered to the library users. In addition to questionnaires, observation, documentation, participation, and interview were used as the data collection techniques. There were 48 questionnaires were distributed but only 40 questioners were worth analyzing. The result of this study concluded that UKDW Library has had already good quality service based on the library user perceptions of service quality. The average of the library user perceptions of service quality indicated that the assurance dimensions got the highest value (95% respondents answered “totally agreed and agreed” to the indicators), next, 90, 50% library user perceptions show totally agreed and agreed to the indicators of the responsiveness and tangibles dimensions the following was 90% respondents answered “totally agreed and agreed” to the indicators of the empathy dimension. Last, the reliability dimension got lowest value (87,5 % respondents answered “totally agreed and agreed”) although this percentage was still considered high or good quality. However, there are several indicators of these five dimensions that are less to get the good service quality assessment specially the speed of service, availability of librarians, wide variety of books and the accuracy of the service. Therefore, UKDW library still needs to improve the service quality optimally in order to help civitas academica to implement Tri Dharma Perguruan Tinggi (Three functions of college) namely learning, research, and community service

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