The Model of Service Quality and Visitor Loyalty of Politeknik Negeri Bali’s Library

DOI

10.2991/icss-18.2018.101How to use a DOI?

Keywords

library service, visitor loyalty, politeknik negeri bali, structural equation model

Abstract

Libraries as information and science centers for universities must have good service quality. Good service quality will make library visitors feel satisfied. Visitor satisfaction can be reflected in visitor loyalty to the library. Politeknik Negeri Bali (PNB) as one of the universities in Indonesia currently has one library room located on the 2nd floor of the PNB Central Building. Based on the data. the average number of PNB’s library visitors in the year 2017 is only 15% of the total civitas. This number shows that PNB’s library has not been optimally utilized and the low rate of visitor loyalty. The purpose of this research is to model the service quality and visitor loyalty of PNB’s library. The analysis used is structural equation modeling using five service quality dimensions namely tangible. reliability. responsiveness. assurance. and empathy. The results of the analysis show that the variable of tangible. reliability. and responsiveness have a significant effect on visitor loyalty of PNB’s libary.

Copyright

© 2018, 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/).

Download article (PDF)

TY  - CONF
AU  - Ni Wayan Dewinta Ayuni
AU  - Wayan Hesadijaya Utthavi
PY  - 2018/10
DA  - 2018/10
TI  - The Model of Service Quality and Visitor Loyalty of Politeknik Negeri Bali’s Library
BT  - Proceedings of the 1st International Conference on Social Sciences (ICSS 2018)
PB  - Atlantis Press
SP  - 485
EP  - 489
SN  - 2352-5398
UR  - https://doi.org/10.2991/icss-18.2018.101
DO  - 10.2991/icss-18.2018.101
ID  - Ayuni2018/10
ER  -