STRATEGI PENINGKATAN KUALITAS LAYANAN PERPUSTAKAAN INSTITUT BAKTI NUSANTARA BERSPEKTIF SERVQUAL

Nazwa, Rifani (2026) STRATEGI PENINGKATAN KUALITAS LAYANAN PERPUSTAKAAN INSTITUT BAKTI NUSANTARA BERSPEKTIF SERVQUAL. Diploma thesis, UIN Raden Intan Lampung.

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Abstract

Paper Type : Research Paper Article History Received 04.06.2026 Revised 02.07.2026 Accepted : 06.07.2026 : : ABSTRACT Background of the Study : Library service quality plays an important role in supporting user satisfaction and optimizing access to information resources. However, several aspects of library services at Institut Bakti Nusantara (IBN) Pringsewu still require improvement, particularly in facilities, service systems, and human resources. Objectives: This study aims to analyze the quality of library services at the Library of Institut Bakti Nusantara (IBN) Pringsewu based on the five SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, as the analytical focus for identifying service quality conditions and formulating strategies to improve library service quality. Method: This study employed a descriptive qualitative approach. Data were collected through interviews, observations, and documentation involving librarians and library users. The data were analyzed descriptively using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Finding: The results show that the tangibles, reliability, and responsiveness dimensions have not been fully optimized due to limitations in facilities, collection updates, system stability, and human resources. Meanwhile, the assurance and empathy dimensions were implemented well through professional services, courteous staff attitudes, and user-oriented assistance in library collection management. Conclusion: Improving library service quality requires enhancing library facilities and collections, increasing system reliability, strengthening human resources, maintaining professional service standards, and sustaining user-oriented practices to improve overall library service quality. Keywords: library service quality, SERVQUAL, academic library, user satisfaction, service strategy Please Cite this Article in APA Style: Rifani, N., Amaliah, E., & Iqbal, R. (2026). Strategi peningkatan kualitas layanan perpustakaan Institut Bakti Nusantara berperspektif SERVQUAL. Shaut Al-Maktabah: Jurnal Perpustakaan, Arsip dan Dokumentasi, 18(1), 23–42. https://doi.org/10.37108/shaut.v18.11.2725 Please Cite this Article in MLA : Rifani, Nazwa, Eni Amaliah, and Rahmat Iqbal. "Strategi Peningkatan Kualitas Layanan Perpustakaan Institut Bakti Nusantara Berperspektif SERVQUAL." Shaut Al-Maktabah: Jurnal Perpustakaan, Arsip dan Dokumentasi, vol. 18, no. 1, 2026, pp. 23–42. Crossref, https://doi.org/10.37108/shaut.v18.11.2725. Please Cite this Article in Chicago Style: Rifani, Nazwa, Eni Amaliah, and Rahmat Iqbal. "Strategi Peningkatan Kualitas Layanan Perpustakaan Institut Bakti Nusantara Berperspektif SERVQUAL." Shaut Al-Maktabah: Jurnal Perpustakaan, Arsip dan Dokumentasi 18, no. 1 https://doi.org/10.37108/shaut.v18.11.2725. Author Correspondence: Nazwa Rifani ([email protected])

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