SHS Web Conf.
Volume 42, 2018Global Conference on Teaching, Assessment, and Learning in Education (GC-TALE 2017)
|Number of page(s)||7|
|Published online||29 January 2018|
An Evaluation on Library Services Using Servqual Method
Library Sciences, Library Department, Undiksha
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.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (http://creativecommons.org/licenses/by/4.0/).
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