HUBUNGAN ANTARA KEPRIBADIAN DAN KUALITAS LAYANANPENGURUS PERPUSTAKAAN UTAMA UNIVERSITAS MUHAMMADIYAH PALEMBANG DENGAN MENGGUNAKAN METODE SERVQUAL
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Institusion
Universitas Muhammadiyah Palembang
Author
DENI PRANATA, NIM. 152015046
Subject
Pabrik-pabrik (Manufactures)
Datestamp
2019-09-21 03:14:59
Abstract :
Service quality is a standard fulfillment of company, organization and institution which set by user, while visitting library, there is staff library, staff library has different procedures in service quality, cordial staff will has positive effect in the place their work, vica versa, uncordial staff will have negative effect. For identify the staff give best service or not, questionnaire spreaded to 50 random respondent, some item in questionnaire indicates interpersonal communication and staff personality in the workplace, servqual method used as measure, in servqual method there is 2 type of statement, received statement and expected statement with 5 main dimension, tangibles, reliability, responsiveness, assurance and empathy, after value obtained, validity and reliability verified, known both statement valid and has high reliable value, subsequently gap dimension determined from questionaire value result, known, high significant gap obtained from 4 dimension, tangibles, reliability, responsiveness and empathy, hypotesis created for suggestion improvement about sector that need to improved to increase library service quality. Keywords : sevqual, service quality, job satisfaction, personality, interpersonal communication
Service quality is a standard fulfillment of company, organization and institution which set by user, while visitting library, there is staff library, staff library has different procedures in service quality, cordial staff will has positive effect in the place their work, vica versa, uncordial staff will have negative effect. For identify the staff give best service or not, questionnaire spreaded to 50 random respondent, some item in questionnaire indicates interpersonal communication and staff personality in the workplace, servqual method used as measure, in servqual method there is 2 type of statement, received statement and expected statement with 5 main dimension, tangibles, reliability, responsiveness, assurance and empathy, after value obtained, validity and reliability verified, known both statement valid and has high reliable value, subsequently gap dimension determined from questionaire value result, known, high significant gap obtained from 4 dimension, tangibles, reliability, responsiveness and empathy, hypotesis created for suggestion improvement about sector that need to improved to increase library service quality. Keywords : sevqual, service quality, job satisfaction, personality, interpersonal communication
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