The Public Service Quality of Library Service at the Library Unit Polytechnic State of Sriwijaya

DOI

10.2991/assehr.k.200407.030How to use a DOI?

Keywords

service satisfaction, service quality, library

Abstract

Satisfaction is the level of feeling in which someone expresses the results of comparisons of the performance of products or services received and expected by that person. One unit in charge of serving all Polsri students is the Polsri Library Unit. Thus students’ satisfaction need to be continually pursued with the aim that they continue to utilize the library. This means that students’ satisfaction will be created if the library services received by students are at least comparable to the services provided by the library. Finding out the service quality can be done by comparing the students’ perceptions toward the service that they actually have received with the service they actually expect toward the library service attributes. To create student satisfaction, the library must be able to meet the students’ expectations, the problem to be solved is knowing how the Public Services Quality in the Polsri Library Unit are. The data taken in this qualitative study is about how the Public Services Quality in the Polsri Library Unit are, where data collection were be carried out to determine the extent of the public services quality that have been provided by the Polsri Library unit. Describing the description of the library service quality measured through aspects of service quality dimensions by Zeitahml, Pasuraman, and Berry was given as the result of this qualitative study. In conducting this research, the data were conducted by using the literature study and observation stages. Deeper, the implementation of this method in addition to conducting observations, interviews were also conducted directly with the head of Polsri Library Unit along with its staff and students as visitors. Researchers came directly and ask for input on the Public Services Quality in the Polsri Library Unit.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Deri Darfin
AU  - Robinson
AU  - Zulkarnaini
AU  - Ridwan Effendi
PY  - 2020
DA  - 2020/04/10
TI  - The Public Service Quality of Library Service at the Library Unit Polytechnic State of Sriwijaya
BT  - Proceedings of the 3rd Forum in Research, Science, and Technology (FIRST 2019)
PB  - Atlantis Press
SP  - 175
EP  - 177
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200407.030
DO  - 10.2991/assehr.k.200407.030
ID  - Darfin2020
ER  -