KUALITAS PELAYANAN ELECTRONIC BOOK (E-BOOK) PERPUSTAKAAN DAERAH SLEMAN, KABUPATEN SLEMAN, DAERAH ISTIMEWA YOGYAKARTA

Abstract

This study discusses the service quality of the electronic book (e-book) implemented in the Sleman Regional Library. The research problems are: (1) The number of user complaints regarding the Sleman e-book service. (2) Users of the Sleman e-book services have not yet met their literacy needs. (3) The number of Sleman e-book service users is relatively small. The purpose of this study is to determine the quality of service and the factors that hinder the Sleman Regional Library in fulfilling the needs of the Sleman e-book service users. The research method used was qualitative and the informants in this study were determined by purposive sampling, meaning that the informants were selected who knew best about the research problem. Then the data collection technique is done by interviewing, observing (observation) and documentation in the research area. Then the data analysis technique, the researcher must carry out 3 (three) stages of data analysis including data reduction, data presentation, drawing conclusions and verification. The indicators used are Parasuraman theory, A., V.A. Zeithmal & LL.L. Berry, there are 5 (five) dimensions of customer characteristics in evaluating service quality, namely direct evidence, reliability, responsiveness, assurance, empathy. The conclusion of this research is that the quality of e-book services in the Sleman Regional Library, Sleman Regency, Yogyakarta Special Region has not been going well.

Keyword: Service Quality; Sleman E-Book Service.