ANALISIS PELAYANAN PRIMA PADA LAYANAN SIRKULASI DI DINAS PERPUSTAKAAN DAN KEARSIPAN PROVINSI LAMPUNG

M., GIBRAN (2026) ANALISIS PELAYANAN PRIMA PADA LAYANAN SIRKULASI DI DINAS PERPUSTAKAAN DAN KEARSIPAN PROVINSI LAMPUNG. Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRACT Circulation services are among the services that most frequently involve direct interaction with library users; consequently, the quality of these services significantly shapes the library's overall image. This study aims to describe and analyze the quality of circulation services at the Lampung Province Library and Archives Agency, drawing on Vincent Gaspersz's theory, which encompasses five aspects: service timeliness, service accuracy, courtesy and friendliness, responsibility, and ease of access to services. A descriptive qualitative method was employed, utilizing data collection techniques such as interviews, observation, and document analysis. The findings indicate that the circulation services at the Lampung Province Library and Archives Agency have generally implemented high-quality service standards effectively. Nevertheless, there remain areas for improvement, specifically regarding the consistency of staff friendliness, the equitable dissemination of information concerning sanction policies, and the consistent availability of staff throughout operating hours. Keywords : Excellent service, Circulation service,Library. ABSTRAK Di antara berbagai jenis layanan perpustakaan, layanan sirkulasi menjadi salah satu yang paling intensif bersentuhan langsung dengan pemustaka, sehingga mutu pelayanannya turut membentuk citra perpustakaan secara keseluruhan. Penelitian ini bertujuan untuk memaparkan sekaligus mengkaji penerapan pelayanan prima pada layanan sirkulasi di Dinas Perpustakaan dan Kearsipan Provinsi Lampung, dengan mengacu pada lima dimensi menurut Vincent Gaspersz, yakni ketepatan waktu layanan, akurasi, kesopanan dan keramahan, tanggung jawab, serta kemudahan dalam memperoleh layanan. Pendekatan yang digunakan bersifat kualitatif deskriptif, dengan data dikumpulkan melalui wawancara, observasi, dan studi dokumentasi. Temuan penelitian mengindikasikan bahwa prinsip pelayanan prima sudah memadai. Kendati demikian, sejumlah aspek masih memerlukan penguatan, di antaranya konsistensi keramahan petugas, pemerataan penyampaian informasi terkait kebijakan sanksi, serta ketersediaan petugas yang merata pada setiap jam operasional layanan. Kata Kunci :Pelayanan prima, Layanan sirkulasi, Perpustakaan.

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