Peningkatan Kualitas Layanan Berbasis Pemustaka : Sebuah Paradigma Baru Pengukuran Kinerja Perpustakaan

Abstract

Today's development, there has been a paradigm shift from the concept applied by the library. This change occurs by placing users as centers of all activities carried out by the library. This is certainly different from the previous concept which placed the library as the center of all the activities it did. Libraries as service providers must begin to realize that they are influenced by a competitive situation. The existence of a quality-oriented service seeks to identify gaps between expected services and services received by users. The existence of this change has become a demand for customers as customers from the library. The improvement in service quality will lead to an increase in the performance of a library. With the increase in the level of satisfaction of the users, it is expected that it will encourage the loyalty of the users.