Scholars International Journal of Law, Crime and Justice (SIJLCJ)
Volume-4 | Issue-02 | 89-96
Original Research Article
Analysis of the Influence of the Quality of Library Services on Library Satisfaction
Anna Pranita Br Saragih, Jamaluddin, Mahyuni
Published : Feb. 26, 2021
Abstract
The aim of this study was to analyze the effect of library service quality on the satisfaction of users at the Library and Archives Service of South Barito Regency, Central Kalimantan. This research uses a quantitative research approach, with the aim of obtaining a deep picture of the analysis of library service strategies. The research sample used was 100 respondents who were users. Data analysis used simple linear regression method. The results showed that the service quality factor based on tangible indicators, reliability, responsiveness, assurance and empathy had quite good categories. The level of user satisfaction based on indicators of overall satisfaction (overall satisfaction) expectations (expectation satisfaction), and trust (expeience satisfaction) has a category of quite satisfied It is recommended to the Regional Library and Archives Service to improve the quality of its services by taking into account direct evidence factors tangible, reliability, responsiveness, assurance and certainty, and empathy so as to increase customer satisfaction.