ANALISIS KEPUASAN MAHASISWA TERHADAP KUALITAS PELAYANAN PERPUSTAKAAN DENGAN METODE CUSTOMER SATISFACTION INSEX (CSI) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)
(STUDI KASUS PERPUSTAKAAN PUSAT UPN “VETERAN†JAWA TIMUR)
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
MOHAMAD , RISAL ROZAK AMAK ALI
Subject
HF5415.335 Consumer Satisfaction
Datestamp
2014-08-27 08:10:58
Abstract :
The library is one of the important pillars in education , Universitas Pembangunan Nasional ?veteran? Jawa Timur has a library which serves to accommodate a variety of studies and literature from various departments which are often said to be the central library . Lately, complaints emerged from several students that service provided less than the maximum . To support the comfort and smoothness of students , the need for evaluation in terms of library services , library services evaluation is intended to determine the level of student satisfaction with services available in the Library , for the analysis was done using CSI ( Customer Satisfaction Index ) and obtained a value of 64.55 % which shows that students are quite satisfied with library services but felt still less than the maximum so it needs to be repaired . To find out what attributes are improved in order to increase student satisfaction with the services the library , then analyzed by the method of IPA ( Importace - Performance Analysis ) and the result of attributes that need to be repaired is located in quadrant I, ie attributes B3 , C1 , C2 , C3 , D4 and that there is in quadrant II is the attribute A3 , B1 . Keywords: Library, Service Quality, CSI (Customer Satisfaction Index ) , IPA (Importance - Performance Analysis) , Student Satisfaction.
The library is one of the important pillars in education , Universitas Pembangunan Nasional ?veteran? Jawa Timur has a library which serves to accommodate a variety of studies and literature from various departments which are often said to be the central library . Lately, complaints emerged from several students that service provided less than the maximum . To support the comfort and smoothness of students , the need for evaluation in terms of library services , library services evaluation is intended to determine the level of student satisfaction with services available in the Library , for the analysis was done using CSI ( Customer Satisfaction Index ) and obtained a value of 64.55 % which shows that students are quite satisfied with library services but felt still less than the maximum so it needs to be repaired . To find out what attributes are improved in order to increase student satisfaction with the services the library , then analyzed by the method of IPA ( Importace - Performance Analysis ) and the result of attributes that need to be repaired is located in quadrant I, ie attributes B3 , C1 , C2 , C3 , D4 and that there is in quadrant II is the attribute A3 , B1 . Keywords: Library, Service Quality, CSI (Customer Satisfaction Index ) , IPA (Importance - Performance Analysis) , Student Satisfaction.
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