Strategy for Improving Quality of Service in Management of Library in Tadulako University
Keywords:
Service Quality, Information Technology, Diversification Strategy
Abstract
The main problem in research is that the quality of library management services at the University of Tadulako is not yet optimal. This study aims to study and analyze the library service quality strategy carried out by library officials at Tadulako University. This research was conducted using a mixed method, through two approaches namely quantitative and qualitative (mix method). The data collection is done through questionnaires, participant observation, and interviews. The results of the study found that the quality of library services is largely determined by the completeness of facilities and infrastructure, reliability, responsiveness of officers, the ease of service processes and security guarantees while in the library building. This study concludes that in order to improve the quality of library services, it is needed a strategy to improve the quality of services based on information technology (IT). The strategy that needs to be done to improve the quality of library services is the service diversification strategy, which is a strategy that focuses on optimizing the use of force to reduce threats.
References
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16. Zaharani, R., & Primadesi, Y. (2014). Pengaruh Layanan Perpustakaan Terhadap KKepuasan Pemustaka di Perpustakaan Universitas Negeri Padang. Ilmu Informasi Perpustakaan dan Kearsipan, 3(1), 152-158.
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2. Damayanti, A. (2006). Evaluasi kualitas layanan CD-ROM di PUSTAKA dengan metode libqual+ tm (Doctoral dissertation, FIB-UI).
3. Harmoko, S. (2017). Analisis Tingkat Kepuasan Pemustaka terhadap Kualitas Layanan di Perpustakaan Politeknik Kesehatan Kementerian Kesehatan Yogyakar-ta. JIPI (Jurnal Ilmu Perpustakaan dan Informasi), 2(2), 164-188.
4. Hermawan, R., & Zen, Z. (2006). Etika Kepustakawanan: Suatu Pendekatan terhadap profesi dan Kode Etik Pustakawan Indonesia. Jakarta: Sagung Seto.
5. Kalsum, U. (2016). Referensi sebagai layanan, referensi sebagai tempat: sebuah tin-jauan terhadap layanan refernsi di perpustakaan perguruan tinggi. IQRA: Jurnal Ilmu Perpustakaan dan Informasi (e-Journal), 10(1), 132-146.
6. Masruri, A. (2004). Kualitas pelayanan perpustakaan (Studi kasus pada per-pustakaan IAIN Sunan Kalijaga Yogyakarta). Berkala Ilmu Perpustakaan dan Informa-si, 1(2), 4-12.
7. Nasution, M. N. (2004). Manajemen Mutu Terpadu (Total Quality Management). Jakarta: Ghalia Indonesia.
8. Novianti, H. T. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pemusa-taka (Studi pada Perpustakaan Umum dan Arsip Kota Malang). Jurnal Administrasi Publik, 3(5), 789-794.
9. Nurkertamanda, D., & Wirawan, P. (2009). Usulan Konsep Peningkatan Kepuasan Pengguna Perpustakaan dengan Menggunakan Metodologi LibQUAL+™ dan Quality Function Deployment. J@ TI UNDIP, 4(2), 142-151.
10. Puspa, E. (2016). Analisis Kepuasan Pemustaka Terhadap Pelayanan Perpustakaan Pusat Penelitian dan Pengembangan Perikanan Budidaya. J. Pari, 2(2), 113-125.
11. Rahayuningsih, F. (2007). Pengelolaan Perpustakaan. Yogyakarta: Graha Ilmu.
12. Rahayuningsih, F. (2013). Analisis Kepuasan Pemustaka terhadap kualitas jasa layanan menggunakan metode Libqual. Vol11, (2).
13. Rodin, R. (2015). Urgensi kualitas pelayanan perpustakaan perguruan tinggi. Al-Kuttab: Jurnal Perpustakaan dan Informasi, 2(1), 1-20.
14. Sugiyono. (2012). Metodologi Penelitian Administrasi: Pendekatan Kuantitatif, Kualititaif dan R&D. Bandung: Alfabeta.
15. Tjiptono, F., & Diana, A. (2003). Total Quality Management. Yogyakarta: Andi.
16. Zaharani, R., & Primadesi, Y. (2014). Pengaruh Layanan Perpustakaan Terhadap KKepuasan Pemustaka di Perpustakaan Universitas Negeri Padang. Ilmu Informasi Perpustakaan dan Kearsipan, 3(1), 152-158.
17. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality of Service: Balancing Customer Perception and Expectation. New York: The Free Press.
Published
2019-12-19
How to Cite
Andarbeni, P., Satibi, I., & Salamah, U. (2019). Strategy for Improving Quality of Service in Management of Library in Tadulako University. International Journal of Science and Society, 1(3), 272-281. https://doi.org/10.54783/ijsoc.v1i3.79
Section
Articles
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