Kualitas Pelayanan Perpustakaan (Studi Kasus pada Perpustakaan IAIN Sunan Kalijaga yogyakarta)


Anis Masruri(1*)

(1) Staf Pengajar, Fakultas Adab, UIN Sunan Kalijaga Yogyakarta
(*) Corresponding Author


This study is aimed at describing the library service quality of State Institute for Islamic Studies (IAIN) Sunan Kalijaga Yogyakarta from the point of view of users, and at finding out factors influencing it. This description is really important in order to be able to develop it, as the supporter of realizing the three responsibilities of university or institute, namely education, research, and social service. This study uses a descriptive qualitative approach of survey method. Sampling is taken from the group of library users numbering 338 people, and 50 of library staffs. Whereas data collecting is conducted through library research, field research consisting ofdocumentation, questionnaire, and interview The data is organized in tables offrequency and percentage distribution, and it is then described. Based on the service quality concept quoted from the decision of minister of state apparatus empowerment no. 8l of L993, there are ten indicators of service quality namely simplicity, clarity and certainfy,o pennesse, fficiency, economy,f air distribution, punctuality, physical facility, capacity and staff attitude. The result of study indicates that the library service quality of IAIN Sunan Kalijaga yogyakarta based on of users' opinion is generally good. This conclusion is based on the mean result7O.247o of the users have good opinion about the indicators of the library service quality. Factors influencing the library service quality are organization climate (87.007o),s upervisions ystem( 68.67Vo)a, nd bureaucracys tructure( 85.337o)A. lthough the serviceq uality at the IAIN Sunan Kalijaga's Library is in general good, there are things to consider. The first is about library location which is, accarding to the majority of users, not strategic. The second, is the necessity of developing service security and comfortable service' The third is the necessity ofdeveloping reliable physical facilities. Lastly, it is necessary to develop library collection both in quantity and in quality taking the needs of new departments and study programs into consideration.


Service quality; Academic libraries

Full Text:



Arikunto, Suharsimi, 1998, Prosedur Penelitian : Suatu

Pendekatan Praktek. Jakarta: Rineka Cipta. '

Chung, Kae H. & Leon C. Megginson, 1981. Organizational B ehaviorD ev eloping Manag erial Skill. New York: Harper and Row Publisher.

Davis, Keith. 1997. Human Relations Personnel Management. London: McGraw Hill.

Faisah, Sanapiah, 1992. Format Format Penelitian Sosial : Dasar Dasar Dan Aplikasi. Jakarta: Rajawali.

Hadi, Soetrisno, 1975. Metodologi Research Jilid I Yogyakarta : YayasanPenerbitan Fakultas Psikologi UGM.

Hardjosogdanno, Soewarso, 1997. Dasar Dasar Total Quality Management Yogyakarta: Andi Offsett.

Hernon, Peter and Ellen Altman , 1998. Assessin:g Service Quality: Satisfuing The Expectations of Library Customers.

Chicago : American Library Association.

Nawawi, Hadari, 1998. Metode Penelitian Bidang Sosial.

Yogyakarta : Gadjah Mada University Press.

Powell, Ronald R., 199 L Basic Research Methodsfor Libmrians. Norwood, New Jersey : Ablex Publishing Corporation.

Robbins, Stephen P., 1993. Teori Organisasi : Struktut

Desain, dan Aplikasi.Jakarta: Arcan.

Siagian, Sondang P., 1992. Fungsi Fungsi Managerial.

Jakarta: Bumi Aksara.

Singarimbun, Masri dan Sofian Effedi (ed.), 1989. Metode

Penelitian Sunei. Jakarta: LP3ES.

Soeatminah, L992. P erpustakaan, Kepustakawanan, dan

Pustakawan. Yogyakarta : Kanisius.

Steers, Richard, 1985. Efeklivitas Organisasi : Kaidah Perilaku. Surabaya Penerbit Airlangga.

Supranto, J. 1997, Pengukuran Tingkat Kepuasan Pelanggan : UntukMenaikkan Pangsa Pasar Jakarta: Rineka Cipta.

Supranto, J. 1998, Teknik Sampling Untuk Sumei dan Eksperimen. Jakarta Rineka Cipta.

Teas, R. Kenneth, "Expectations, Performance, Evaluation, and Consumers' Perseptions of Quality". Journal otMarketing. Vol 57 October Pp. 18 34.

Tjiptono, Fandy, 2000. Prinsip Prinsip Total Quality Service. Yogyakarta: Andi Offset.

Whitehall, Tom, 1995. "Quality in Library and Information

Service: A Review" dalam Library Management.

DOI: https://doi.org/10.22146/bip.8346

Article Metrics

Abstract views : 8549 | views : 9211


  • There are currently no refbacks.

Copyright (c) 2015 Berkala Ilmu Perpustakaan dan Informasi

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.