Email this article Kualitas layanan dan kepuasan pengguna di perpustakaan
Abstract
Tujuan dari Penelitian ini adalah Mengetahui pengaruh dimensi kualitas layanan (tangible, keandalan, daya tanggap, jaminan, empati) terhadap kepuasan pengguna di perpustakaan uin alauddin makassar. Penelitian kuantitatif menekankan pada penilaian numerik atas fenomena yang dipelajari. Peneliti menggunakan 2 (dua) pendekatan penelitian, yakni pendekatan penelitian deskriptif dan pendekatan penelitian eksploratif. Data yang digunakan dalam penelitian ini adalah data Primer. Data diperoleh langsung dari Informan yang dipilih secara Purposive, sementara Responden yang terpilih secara acak (Random Sampling) pemilihan responden didasarkan pada asumsi bahwa populasi relatif homogen. Hasil penelitian menunjukkan bahwa dimensi tangible, dan data tanggap tidak berpengaruh positif dan signifikan terhadap kepuasan pengguna. Sementara dimensi keandalan, jaminan, dan empati berpengaruh positif dan signifikan terhadap kepuasan pengguna.
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DOI: https://doi.org/10.30872/jakt.v20i2.13247
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