Analisis Kualitas Layanan Perpustakaan Menggunakan Metode Kano Di Perpustakaan Universitas Kadiri
DOI:
https://doi.org/10.30737/jatiunik.v1i1.67Keywords:
Quality Of Service, Library, The Canoe MethodAbstract
Library activities that are immediately felt by users are services, because service is the spearhead of the library. At this service the ongoing relationship between users and service providers. This study aims to categorize the attributes and weaknesses of service quality Kadiri University library based on the Kano method. This research uses quantitative survey types with analytical descriptive methods. The results of the research analysis showed that the services provided were still lacking. Categories must be of tangible variables, reliability, responsiveness that are considered weaknesses and must be improved and one-dimensional categories of assurance and empathy variables are profit and need to be improved. Furthermore, from the calculation of animal satisfaction and visitor satisfaction obtained 62% of visitor satisfaction and obtained 92% of visitor disappointment. The greatest satisfaction is obtained from the 25th attribute, namely officers who provide services neatly, politely and friendly. While the attribute with the lowest customer satisfaction value is the 17th attribute included in the must-be category, namely the suitability of available collections and available information. Indicates attributes that have little importance to customer satisfaction. Furthermore, for the disappointment visitors get the 25th attribute, which is to deny not providing services neatly, politely and friendly. And for the high level of disappointment is the 1st attribute classified as indifferent, namely the location of the strategic library layout.
Kegiatan perpustakaan yang langsung dirasakan oleh pengguna adalah pelayanan, karena pelayanan merupakan ujung tombak perpustakaan. Pada pelayanan inilah berlangsungnya hubungan antara pengguna dan penyedia jasa. Penelitian ini bertujuan untuk mengkategorikan atribut-atribut keunggulan dan kelemahan dari kualitas layanan perpustakaan Universitas Kadiri berdasarkan metode Kano. Penelitian ini menggunakan pendekatan kuantitatif jenis survey dengan metode deskriptif analitis. Hasil analisa penelitian menunjukkan bahwa layanan yang diberikan masih kurang. Kategori Must Be dari variabel tangible, reliability, responsiveness yang menjadi identifikasi kelemahan dan harus dilakukan peningkatan dan kategori one dimensional dari variabel assurance dan emphaty yang menjadi identifikasi keunggulan dan perlu dipertahankan. Selanjutnya dari perhitungan kekecewan dan kepuasan pengunjung didapatkan 62% kepuasan pengunjung dan didapatkan 92% kekecewaan pengunjung. Kepuasan terbesar didapat dari atribut ke-25 yaitu petugas memberikan pelayanan dengan rapi, sopan dan ramah. Sedangkan atribut dengan nilai tingkat kepuasan konsumen terendah adalah atribut ke-17 yang masuk dalam kategori must-be, yaitu kesesuaian koleksi yang tersedia dan informasi yang ada. Artinya atribut ini memiliki pengaruh yang kecil terhadap kepuasan konsumen. Selanjutnya untuk kekecewaaan pengunjung didapatkan atribut ke 25 yaitu apabila petugas tidak memberikan pelayanan dengan rapi, sopan dan ramah. Dan untuk tingkat kekecewaan terkecil adalah atribut ke-1 yang tergolong kategori indifferent yaitu lokasi tata letak perpustakaan strategis.
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