Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pemusataka (Studi pada Perpustakaan Umum dan Arsip Kota Malang)

Authors

  • Haning Tri Novianti Jurusan Administrasi Publik, Fakultas Ilmu Administrasi, Universitas Brawijaya, Malang

Abstract

Abstract: The Impact of Service Quality of User Library Satisfication (Studies in Public Library and Archive Malang). A quality of service can be seen from the tangible (physical evidence), reability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy) that can be met. With the quality of service it will create a user library satisfaction, but the importance of a library within the library service quality is not matched with a good infrastructure. Source of data used are primary data with questionnaires. Total sample of 80 respondents. The results showed that all influential variables together against user library satisfaction. Individually variable Assurance and Emphaty can give effect to the satisfaction user library, while variable Tangible, Reability and Responsiveness not give effect on satisfaction user library Public Library and Archive Malang.

Keywords: service of quality, user library satisfaction

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Published

2015-05-20

Issue

Vol. 3 No. 5 (2015)

Section

Articles