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Title: Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Menggunakan Perpustakaan USU
Authors: Samosir, Zurni Zahara
Issue Date: 5-Jun-2009
Abstract: Principle in giving priority to satisfaction is the philosophy of a university library. One of many that is taken to consideration is by giving qualified services such as service that can satisfy the needs of the university students and their expectations. The problem of this research is how the influence of service quality (reliability, responsiveness, assurance, empathy and tangibles) for the satisfaction of the university students in using the USU Library. This research aims to know the influence of service quality (reliability, responsiveness, assurance, empathy and tangibles) to the student satisfaction is using the USU Library and to find out the service quality dimension that influences the most in satisfying the students in utilizing the USU Library. The samples taken are 393 peoples from all of this population of 26.208 peoples that consists of registered university students as the members of the library by using Slovin formula. Data of this research are collected through questionaires, interviews, observation and documentation studies. The validity instruments tested by using validity construct test and the realibility instrument tested by using Cronbach Alpha. The data analysis that uses the descriptive analysis is supported by the survey method, the hypothesis is tested by using multiple linear regression with 95% convidence interval (? = 5%). The research results show that the reliability, responsiveness, assurance, empathy and tangibles dimensions have a positive influence in students satisfaction in 0,563 with a significant level of 95%. This shows that 56,3% of students satisfaction in using USU Library can be influenced by some dimensions such as reliability, responsiveness, assurance, empathy and tangibles and the remainder of 43,7% are influence by other independent variable that have not been shown and that are not under considerations. The most influenced dimension in satisfying the students in using the USU Library is tangibles direct dimension that is a standardized coefficient of 0,318.
Keywords: library services
user satisfaction
university library
Appears in Collections:Vol. 1 No. 1 Juni 2005

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