KUALITAS PELAYANAN PERPUSTAKAAN BALAI BAHASA YOGYAKARTA

Abstract

This study aims to describe The Quality of The Service at Balai Bahasa Library of Yogyakarta, uses the Libqual model with the dimension of affect of service, information control, and library as place. The subject of the study is librarian, with the sample of 60 respondents consists of 30 library members and 30 visitors, with the incidental sampling technique. The data collection uses methods such as observation, documentation, and interview, and questionnaire as the main instrument. The analysis which is used is qualitative descriptive.

The result of the study shows that the value of the service at the dimension of affect of service is 4.42, categorized as excellent. The average value of the service quality at the dimension of information control is 4.11, categorized as good. At the dimension of library as place with the average value of the service quality 4.22 is categorized as excellent. For the dimension of overall service quality, the average value is 4.27, categorized as excellent. The actions that can be conducted to improve the service quality of the Balai Bahasa Library of Yogyakarta for example are, the improvement of the internet connection; the budgeting the collection of the library; and the provision of the photocopier facility is needed.

Key word: Libqual, Service Quality, Special Library