EVALUASI KUALITAS LAYANAN PERPUSTAKAAN UNIVERSITAS ISLAM AS SYAFI’IYAH (UIA)

Akademika ◽  
2016 ◽  
Vol 5 (01) ◽  
pp. 1-14
Author(s):  
Iffah Budiningsih
Keyword(s):  
Service Quality ◽  
Quality Evaluation ◽  
Descriptive Analysis ◽  
Standard Deviation Score ◽  
Evaluation Study ◽  
Library Services ◽  
Library Service ◽  
Service Quality Evaluation ◽  
Size Dispersion

The purpose of this evaluation study is to know the extent to which the quality of library service – UIA inorder to support the learning process for the students of the UIA's next get what information should be improved inthe manifest ' prima ' library services. The object of this research is a student is a student of Strata program S1 in 6(six) faculty (FE, FAI, PEDAGOGY, FH, FST, FIKES) semester 7 (seven) FY 2015/2016 on The Islamic Syafi'iyahUniversity Jakarta (UIA); the number of samples of 84 students. Library service quality evaluation of variablesmeasured using instruments non test by questionnaire.The Data collected is processed and analyzed using descriptive analysis , i.e., Using a central tendency:size: mean, median, mode and size dispersion: score the minimum, maximum, standard deviation score. Theanalysis of statistical data is done with the help of program Excels and 11.5 version SPSS for windowsThe results of research on the quality evaluation of UIA library services can be explained that the average(mean) library service quality score achieved score 59.67 included in categories of "enough". The value of themedian (middle value) score the quality of library services achieve a score 59.0; This gives a meaning that 50%quality of library services show score above 59.0 or above reasonably and 50% of his show score under 59.0 underenough. The value of the mode of 60.0; this indicates that the in General, students give an assessment of the qualityof library services "enough". The lowest score of the quality of service library of 42.0 and highest score achieved,meaning there were 89.0 students who rated lowest 42.0 or "enough" and there are students who rated highest 89.0or "excellent" ,The conclusions of the research library service quality upon evaluative UIA is: 1). In general the quality oflibrary services UIA rated by students in the categories of ' enough '; 2) Assessment of the students in the categoriesof ' enough ' giving opportunities to management library for working to improve the quality of its services for beinga requirement of ' good '; 3) Managing a library to become ' learning resource centre ' among the students andteachers not only required UIA sufficient funds, but also required the managers ' creative and innovative ' inaccordance with the progress of the IPTEKS.

scholarly journals Analysis of Service Quality and Satisfaction on AMIK Kosgoro Library

2018 ◽  
Vol 6 (1) ◽  
pp. 60-67
Author(s):  
Eka Hendrayani
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Service Level ◽  
Teaching Staff ◽  
Library Services ◽  
Library Service ◽  
Level Of Satisfaction ◽  
Assurance Services ◽  
Sample Technique

The library serves as a supporting university tridharma in education and teaching, research, cooperative extention. Therefore, the college library in charge of collecting, processing, providing and disseminating information in accordance with the curriculum in the college concerned. In addition, the library should also try to enrich the knowledge of teaching staff / lecturers to improve the quality of student achievement. The purpose of this study to determine and explain the extent of influence the quality of library services to the level of student satisfaction as users of AMIK Kosgoro Solok library. Viewed from 5 determinations of service quality: 1) tangibles, 2) reliable services, 3) responsive service, 4) assurance services, 5) empathetic services (emphaty ). The population is the student who visited the library. The sample of the study was taken from some population with incidental sample (accidental sample) technique. The sample size is 150 students. The research method used is descriptive quantitative. Data were collected through questionnaire given to the students, then the data were analyzed by simple regression and multiple regression with the help of SPSS program. The result of research about library services is viewed from 5 service quality determinant that is tangible, reliability, responsive, assurance and emphaty affect student's satisfaction level. The conclusion of this research is library service as a whole is quite satisfactory / influential equal to 68,1% with significance 0,00 to level of student satisfaction as user of AMIK Kosgoro Solok library. 31.9% is influenced by other factors. Advice to librarians to further improve services for the future so as to achieve maximum student satisfaction level.Keywords: library, service, level of satisfaction

scholarly journals Methods of assessing the quality of services: comparative analysis

2016 ◽  
Vol 4 (3) ◽  
pp. 374-382
Author(s):  
Н Ватолкина ◽  
N Vatolkina
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Evaluation ◽  
Quality Of Services ◽  
Methods Development ◽  
Methods Of Evaluation ◽  
Different Types ◽  
Service Quality Evaluation

The article presents a review of methods for assessing service quality on the basis of author´s classification in accordance with the evaluation subject and the purpose of the method. Author gives brief description of the main groups of methods of evaluation of components of service quality, evaluation of customer experience and evaluation of customer satisfaction; provides their comparative characteristics taking into account the evolutionary nature of the methods development. The author outlines specific features of quality assessment of service quality and makes the conclusion that general methods should be adapted to the services of different types and nature.

scholarly journals Undergraduates’ Perception of Library Service Quality and Value in the 21st-Century in Southeast Nigeria: A Case Study

2021 ◽  
Author(s):  
Obiora Kingsley Udem ◽  
Joy Iguehi Ikenwe ◽  
Ethel Chinenye Ugwuamoke
Keyword(s):  
Service Quality ◽  
21St Century ◽  
Technology Use ◽  
Information Resources ◽  
Library Services ◽  
Internet Services ◽  
Library Service ◽  
Current Information

The purpose of this study is to explore the undergraduates’ perception of the quality and value of library services offered to them in the 21st-century in federal universities in Southeast Nigeria. Prof. Festus Aghagbo Nwako Library (PFANL) in Nnamdi Azikiwe University Awka was used as a case study. A descriptive survey research design was adopted for the study. From a population of 14,196 registered regular undergraduates’ users of the library, a sample of 120 was selected through an accidental sampling technique. From the 120 questionnaires distributed, 103 copies received were valid, 17 responses were either incomplete or not answered, and so, the efficient rate was 85.8 percent. The study employed the use of two instruments which include: observation checklist, used to ascertain the available library services, and a questionnaire used to elicit users’ perception of library service quality and value. The instruments were face validated by two experts in Nnamdi Azikiwe University Awka. The internal consistency of the instrument on library services used by the undergraduates was established using Kudder-Richardson which yielded 0.86 while Cronbach's alpha coefficient was used for the undergraduates’ perception of quality and value of library services offered to them which yielded 0.78 and 0.81 respectively. Frequency count, percentage, mean and standard deviation using SPSS, were used to analyze data from research questions, t-test was used to test hypotheses. The major findings revealed that the undergraduates have a positive perception of the quality of library services offered to them at Prof. Festus Aghagbo Nwako Library (PFANL). However, they had a negative perception of the quality of computer/Internet services and reprographic services offered to them. This shows that these two services should immensely be improved upon in this 21st-century. The study equally shows that undergraduates have high value for library services offered to them. Nevertheless, they have low value on computer/internet services and reprographic services which are most needed in this 21st-century. The finding also revealed the host of impediments that affects high perception of library services quality and value in this 21st century at PFANL to include; insufficient current information resources, an unfriendly attitude of staff, slow internet connectivity, limited access, insufficient availability of modern facilities, insufficient training on technology use and unsteady power supply. The finding further revealed that there is no significant difference in the mean rating of males and female's perception of the quality and value of library service offered to them at PFANL. Based on the findings, it was recommended among others that the library management at PFANL should sustain undergraduates’ level of perceived library quality and value, and boost it by providing continuously, relevant and current information resources and services especially on the aspect of computer/Internet services and reprographic services suitable in this 21st-century.

scholarly journals Research on express service based on improving customer satisfaction

2020 ◽  
Vol 325 ◽  
pp. 03003
Author(s):  
Jiangxue Di ◽  
Haolan Liang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Evaluation ◽  
Evaluation Model ◽  
Rapid Development ◽  
Richter Scale ◽  
Service Quality Evaluation ◽  
Quality Evaluation Model ◽  
Express Delivery

With the rapid development of e-commerce in China, the scale of express delivery industry is also expanding rapidly, while the quality of express delivery service has not been effectively improved, with a high value of number lying in the complaint rate of express delivery industry, which leads to low customer satisfaction. Based on the service quality evaluation model, this paper designs the questionnaire with the help of the Richter scale, also constructs the evaluation index of express service quality based on customer satisfaction, with the analysis of the factors through the use of SPSS 23, this essay finds out the main factors that affect the customer’s satisfaction with express service quality,and put forwards corresponding suggestion for improvement.

scholarly journals Analyzing Service Quality Evaluation Indexes of Rural Last Mile Delivery Using FCE and ISM Approach

Information ◽  
2020 ◽  
Vol 11 (6) ◽  
pp. 327 ◽  
Author(s):  
Xiaohong Jiang ◽  
Huiying Wang ◽  
Xiucheng Guo
Keyword(s):  
Sustainable Development ◽  
Regression Analysis ◽  
Service Quality ◽  
Quality Evaluation ◽  
Fuzzy Comprehensive Evaluation ◽  
Evaluation Indexes ◽  
Last Mile ◽  
Service Quality Evaluation ◽  
Last Mile Delivery

The advent of e-commerce has led to a rapid acceleration of rural logistics development in China. To enhance green and sustainable development of rural logistics, it is necessary to improve the service quality of the rural last mile delivery and analyze service quality evaluation indexes. An integrated methodology combing fuzzy comprehensive evaluation (FCE) and the interpretative structural model (ISM) is presented in the current paper to reveal the relationship between the service quality evaluation indexes of the rural last mile delivery. A total of 18 logistics service quality evaluation indexes in five dimensions are selected. The FCE is used to measure the service quality of rural delivery in an empirical research area, and the weight of each evaluation index is assigned by regression analysis. The ISM is adopted to judge the hierarchical structure of indexes, and a five-layer hierarchy is obtained. The results show that it is necessary to first focus on improving the evaluation indexes of accuracy of goods arrival and timely customer service response. In the case of Shunfeng Express, the company needs to additionally improve the timeliness and rationality of damaged or lost processing goods. Some countermeasures and suggestions are put forward. The proposed integrated method helps to reveal the key service quality evaluation indexes and the areas needing improvement. The use of regression analysis within the FCE method allows the estimation of weights in a relatively objective way. This research provides theoretical support for improving the service quality and customers’ satisfaction of the rural last mile delivery, and enhancing the green and sustainable development of rural logistics.

scholarly journals LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL

2010 ◽  
Vol 13 (1) ◽  
pp. 62-72
Author(s):  
Trang Thi Mai Nguyen ◽  
Huong Xuan Thu Tran
Keyword(s):  
Service Quality ◽  
Library Services ◽  
Quality Model ◽  
Library Service ◽  
Functional Quality ◽  
University Of Technology ◽  
National University ◽  
Students Satisfaction ◽  
Caring Service

The aim of this study is to compare two models of service quality, technical/functional quality and SERVQUAL in university library services to find out the best library service model which pleases students most. Two proposed models were tested with 347 students at the Faculty of Economics, University of Technology, and University of Natural Sciences, Vietnam National University – Ho Chi Minh City. The results show that SERVQUAL is better than the technical/functional quality model. Therefore, SERVQUAL is chosen to evaluate the quality of library services. The results also show that SERVQUAL consists of only two components: caring service and tangibles, in which caring service has a stronger effect on students’ satisfaction.

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