ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN PERPUSTAKAAN UMUM KECAMATAN YOSOWILANGUN KABUPATEN LUMAJANG (Studi Kasus Pada Pendidikan Minimal SLTA Di Perpustakaan Umum Kecamatan Yosowilangun)

Abstract

The library is one of the means of preservation of library materials as a result of culture and has a function as a source of information science, technology, and culture in the intellectual life of the nation and uphold the implementation of national development. The library is also a collection of information is a science, entertainment, recreation, and worship which is the essential human needs. A good quality of library services will provide an impetus to the customer to run a strong bond with the company. It berkaiatan by increasing service from time to time, following the development of science, technology and the demands of users. Therefore, it needs a good service to consumers, to obtain customer satisfaction. This study aims to determine and analyze customer satisfaction with service quality Public Library District Yosowilangun Lumajang with descriptive methods, and analysis of the Service Quality (SERVQUAL). While data collection is done by distributing questionnaires to 50 respondents. The study shows that consumers were satisfied with the quality of services provided by the Public Library District Yosowilangun Lumajang. The variables studied include physical evidence (tangible), reliability (Reliability), responsiveness (responsiveness), insurance (assurance), and empathy (emphaty). Quality of Service calculations show that the performance of a given value of 4.204, while the maximum expectations of 4.198 and a minimum expectation of 3.39. This shows that the performance of a given employee Public Library District Yosowilangun Lumajang meets consumer expectations. So that consumers Public Library District Yosowilangun Lumajang had been satisfied with the service provided the employee Public Library District Yosowilangun Lumajang. Public Library District Yosowilangun Lumajang must maintain the quality of service in order to stay awake, and improve the quality of service on the variables of physical evidence (tangible), because this variable has the lowest value.