EVALUATION OF LIBRARY SERVICE QUALITY USING THE SERVQUAL METHOD AT TRIDINANTI UNIVERSITY LIBRARY PALEMBANG
Keywords:
Quality Of Service, Reference Service, Servqual Method, Student PerceptionAbstract
The use of reference services by students is still less than optimal, even though the library has provided various facilities and services that can support academic needs. The purpose of this study is to analyze student perceptions of the quality of reference services at the Tridinanti University Library, Palembang. The research method uses descriptive qualitative with data collection including observation, interviews, and documentation with the SERVQUAL Method. Informants in this study were 4 students who frequently visit and use reference services. The results of the study show that student perceptions of the quality of reference services at the Tridinanti University Library, Palembang are as follows: (1) tangibles, students assess that the physical facilities in reference services are adequate, but there are several obstacles, such as dim lighting and narrow collection rooms. (2) reliability, students assess that the accuracy and suitability of the information provided by librarians and staff is very good, complete, and easy to understand, (3) responsiveness, students assess that librarians have helped and provided information according to user needs, even willing to serve even during break times, (4) assurance, students assess that librarians and staff of the Tridinanti University Library, Palembang Unit are very friendly and polite in serving visitors, and are able to provide accurate information accompanied by proof of their reliability, thus increasing user confidence in library services, (5) empathy, students assess that communication between librarians and users is going well, because user needs can be met according to expectations,
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