Rizaldy, Muhammad Endro (2018) Kualitas Layanan Front Office Ditinjau Dari Persepsi Pemustaka (Studi Pada Perpustakaan Universitas Brawijaya). Sarjana thesis, Universitas Brawijaya.
Abstract
Perpustakaan merupakan suatu lembaga yang harus dimiliki oleh setiap lembaga pendidikan khususnya di perguruan tinggi. Perpustakaan perguruan tinggi merupakan pusat rujukan dan informasi ilmiah dalam mendukung Tri Dharma Perguruan Tinggi, maka harus dapat memberikan pelayanan yang baik agar pemustaka yang datang akan merasa senang dan betah berada di perpustakaan serta akan berdampak pada peningkatkan kualitas layanan. Penelitian ini dilakukan untuk mengetahui Kualitas Layanan Front Office di tinjau dari Persepsi Pemustaka (studi pada perpustakaan Universitas Brawijaya). Penelitian ini menggunakan teori Parasuraman et al., (dalam Zeithaml dan Bitner (1996: 118) diantaranya terdapat lima dimensi pokok yang terdiri dari reliability, responsiveness, assurance (yang mencakup competence, courtesy, credibility, dan security), empathy (yang mencakup access, communication dan understanding the customer), serta tangible. Metode pada penelitian ini menggunakan statistik deskriptif dengan pendekatan kuantitaf. Teknik pengumpulan data dilakukan dengan penyebaran kuesioner. Pengambilan sampel dilakukan dengan metode Sampling Insidental dan ukuran sampel menggunakan 10% dari jumlah populasi 16.879 mahasiswa aktif perpustakaan Universitas Brawijaya, sampel yang digunakan 100 orang. Analisis data pada penelitian ini menggunakan distribusi frekuensi. Hasil penelitian mengenai kualitas layanan front office di Perpustakaan Universitas Brawijaya berisi pendapat mahasiswa sebagai pengguna layanan. Data hasil penelitian kualitas layanan front office perpustakaan dari distribusi frekuensi dapat diketahui jumlah responden penelitian ini adalah 100 dengan jumlah mean kualitas layanan front office sebesar 45,12. Dan rata-rata skor pada variabel kualitas layanan front office sebesar 3,00 yang berarti dapat dikategorikan bahwa tingkat kualitas layanan front office tergolong baik. Adapun saran yang diberikan yaitu dengan mengganti petugas front office yang usianya lebih muda agar lebih responsif, enerjik dan dapat menyelenggarakan pelatihan untuk meningkatan kualitas petugas.
English Abstract
Library is an institution that has to be owned by all educational institution especially in university. Library of university is referral and scientific information center in supporting Tri Dharma of university. Thus, it has to be able to provide good service so that the readers will be glad and they like being in library. It will impact on the increase of service quality of Front Office that is reviewed from readers’ perception (Study at Library of Brawijaya University). This research uses the theory of Parasuraman et al. (In Zeithaml and Bitner (1996: 118) of which there are five basic dimensions consisting of reliability, responsiveness, assurance (which includes competence, courtesy, credibility, and security), empathy (which includes access, communication and understanding the customer), and tangible. Method in this research used descriptive statistic with quantitative approach. Technique of collecting the data was conducted by giving questioner. Sample taking was conducted with Sampling Incidental method and sample measurement using 10% of 16.879 active students of Brawijaya University’s library, it used 100 people as the samples. Data analysis in this research used frequency distribution. The result of the research about service quality of front office at library of Brawijaya university consisted of students’ opinion as the users of the service. Result data of the research about front office’s service quality from frequency distribution could be known that there were 100 people with mean of service quality of front office was 45.12. and the average score in variable of service quality of front office was 3.00. It can be categorized that service quality level of front office is good. And the suggestion that can be given is; they should replace front office employee with younger officer because they are more responsive, energetic and they can hold training to increase officers’ quality.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2018/509/051807703 |
| Uncontrolled Keywords: | Kualitas Layanan, front office perpustakan, perpustakan perguruan tingg, Service Quality, front office of library, University’s library. |
| Subjects: | 000 Computer science, information and general works > 025 Operations of libraries, archives, information centers > 025.6 Circulation services |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Nur Cholis |
| Date Deposited: | 14 Aug 2019 02:39 |
| Last Modified: | 28 Oct 2021 03:05 |
| URI: | http://repository.ub.ac.id/id/eprint/165936 |
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