An Evaluation on Library Services Using Servqual Method

  • HeryWihardikaGriadhi M
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after The aim of this study was to identify the quality and effectiveness of the services provided by the library using Servqual Method, which covered several variables, namely: tangible, reliability, responsiveness, assurance and empathy. The reached population were UNDIKSHA students who were already members of the library, this study was designed as quantitative evaluative research which analyzed the quality and effectiveness of the services provided by the library by analyzing the role of each factor based on Servqual Method. Data were collected using questionnaire with Likert Scale. The data obtained were analyzed in a descriptive quantitative way using Glikman's Quadrant Analysis. The impact of this research for Undiksha Library is able to provide information about the quality and effectiveness of existing service programs and can be used as input to develop strategies for developing the Undiksha library services. The results showed the quality of each variable is as follows: overall the result of quality measurement service in Undiksha library based on servqual variable is in good quality, but still need improvement in tangible variable especially in terms of physical facility and library collection, reliability variable still need improvement on indicator accuracy of information. Responsiveness Variable still need improvement especially in terms of hospitality librarian, Assurance Variables still need improvement in indicator of knowledge and skill of librarian. Level of effectiveness of library service of University of Education Ganesha, Based on the direction of score T of indicator in each variable; tangible variable show effective category, variable of reliability less effective, responsiveness variable show effective, anssurance vriabel are effective and emphaty variables show less effective. 1. Introduction Servqual method is a deskrtiptive method developed to know the quality of service presented to the customer. The method was developed in 1985 by Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, then the method was revised back to them in 1988 published in the Journal of Retailing which concluded that servqual is a measure of how well a service meets expectations customer. The very poluler concept of service quality measurement is the Serv Qual concept developed by Parasuraman. There are five dimensions that influence to the quality of services consists of: (1) tangible (direct evidence) includes: physical facilities, equipment, employees, and means of communication; (2) reliability, includes: the ability to provide promptly, accurately, and satisfactorily promised services; (3) responsiveness, includes: the willingness of staff to assist customers and provide responsive services; (4) assurance, including: knowledge, competence, courtesy, and credibility of staff, free from harm, risk, or doubt; (5) empathy, including: ease of relationship, good communication, personal attention, and an understanding of the individual needs of the customer. From the results of preliminary observations found statistical data utilization of Undiksha library by students are as follows; the average daily student visit to the Undiksha Library is in the range of 150 students. this can be seen from the data of the quantity of visits in 2014 as much as 36,457 people and in 2015 as many as 37,625 people (statistics visit library Undiksha 2014-2015). For the membership of the library, in 2014 as many as 7681 and in 2015 as many as 7862 people (library member statistics 2014-2015) of the total quantity of students in 2014 as much as 13472 people and in 2015 as many as 13878 people, it means that the library members are approximately half of the total quantity of students. From this data can be explained that the level of visits to the library by students is still relatively low. Based on such conditions it is necessary to assess the level of service quality and effectiveness of library services with servqual method. Problems that arise related to the application of servqual method to measure the quality and effectiveness of the library service in accordance with the variables contained in the servqual method is; How is the quality and effectiveness of tangible variables, reliability, responsiveness, assurance, and empathy of services organized by Undiksha library? The purpose of this research is to know the quality and effectiveness of servqual variable, including tangible variable, reliability, responsiveness, assurance, and emphaty of service organized by Undiksha library. The population in this study is all students of Undiksha as the target and the affordable population is the Undiksha students who have become members of the library with the assumption that the students who have become members of the library have visited and utilize the library facilities Then the selection of students who visit the library in six month of each month is more than 4 (four) times. From 7862 the quantity of the students who are members of the library will be sampled by 350 students. This is done with the opinions of Krecjek and Morgan (in Fernandez, 1988) This research uses ex post facto approach with servQual model. Methodologically, the research carried out includes quantitative evaluative research, which shows the procedures and processes of program implementation. In this study analyze the quality and effectiveness of library services by analyzing the role of each factor in © The Authors, published by EDP Sciences. This is an open access article distributed under the terms of the Creative Commons Attribution License 4.0 ( SHS Web of Conferences 42, 00071 (2018) GC-TALE 2017 accordance with servqual model (tangible, reliability, responsivenes, assurance, and emphaty). Quantitatively, the evaluation process is done by emphasizing the objectivity, reliability, and validity of measurement, which is focused on data in the form of numbers. For that data collection using a questionnaire-shaped instrument with Likert scale.




HeryWihardikaGriadhi, M. (2018). An Evaluation on Library Services Using Servqual Method . SHS Web of Conferences, 42, 00071.

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