Pengaruh Kualitas Pelayanan Perpustakaan Terhadap Kepuasan Dan Hubungannya Dengan Loyalitas Mahasiswa Universitas Negeri Medan (UNIMED) Di Medan

Main Author: Nurdin, Salmi
Other Authors: Rismayani, Ginting, Paham
Format: Masters
Bahasa: ind
Subjects:
Online Access: http://repository.usu.ac.id/handle/123456789/19464
Daftar Isi:
  • UNIMED Library is as a Technic Operasional Unit which support Tri Dharma Perguruan Tinggi. In the last year, the visiting and borrowing intensity of students show unstabil. So the UNIMED Library need to increase the quality service. The problem formulation in this reasearc is how far the effect of quality service for the students satisfaction and how the strength relationship between satisfaction with students loyalty. The objective of this research is to understand and analysis the effect of service quality that consists of tangible,. reliability, responsiveness, assurance, and empathy to the students satisfaction and to know which variable will be the most dominant to the students satisfaction and how the strength relationship between satisfaction with students loyalty. The theory of quality service to be used is the service marketing management, student satisfaction, and loyalty. The technique of primary data collection were with interview, questionnaires, and documentastion study. The sample of this research was 99 respondents. The kind of this research was quantitative descriptive, case study approach at UNIMED Library while the users’ survey was done on the Students, and the research type was to find the descriptive of problem and trying to interpret, which research variables measured with rating scale. The hypothesis test uses multiple linear regression analysis, F-test and t-test in order to explain the effect of independent variables on dependent variable at the coefficient level 95% (α = 0.05), Rank Spearman’s Correlation Test in order to explain the the strength relationship between satisfaction with students loyalty. The testing of multiple test show that there is significant effect between service quality consists of tangible,. reliability, responsiveness, assurance, and empathy to the student satisfaction while by partial test shows that reliability, responsiveness, and assurance had not significant effect to the student satisfaction. The most dominant variable is empathy (41,2%) that influences the student satisfaction. While variables of reliability, responsiveness, and assurance do not influence significantly to the student satisfaction. Rank Spearman’s correlation Test show that The students satisfaction had the strength relationship with the student loyalty. At the determinant coefficient (R2) shows that researche independent variables able to explain 86,2% to the the student satisfaction while the remaining of 13,8 % explained by independent variables that were un-researched.
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