EVALUASI KUALITAS PELAYANAN PENGGUNA PERPUSTAKAAN PADA DINAS PERPUSTAKAAN DAN KEARSIPAN KOTA DENPASAR BERDASARKAN METODE SERVQUAL
This study aims to determine the extent of service quality of library users if measured by the ServQual method at the City Library and Archives Office in Denpasar. This type of research is quantitative descriptive. This research is located in the City Library and Archives Office of Denpasar. The population of this study was 12,263 people and the number of samples was 100 people, calculated using the Slovin formula. The results of this study were tested by hypothesis testing with sig. t count ? alpha (? = 0.05), can be known reliability (reliability) and empathy (emphaty) influence and significant effect on user satisfaction, while with sig. t arithmetic ? alpha (? = 0.05), can be known physical evidence or form (tangibles), responsiveness (responsiveness), assurance (assurance) there is no influence and not significant to user satisfaction in the Department of Library and Archives of Denpasar.
Keywords: Quality, ServQual, Service, User Satisfaction