Peran sertifikasi sistem manajemen kualitas ISO 900:2008 terhadap kepuasan pemustaka di Perpustakaan Universitas Sanata Dharma Yogyakarta

RIYANTO, Sofyan, Prof. Nunung Prajarto, M.A., Ph.D

2010 | Tesis | S2 Manajemen Informasi dan Perpustakaan

Penelitian ini bertujuan mengetahui peran kualitas layanan perpustakaan berdasarkan Sistem Manajemen Kualitas ISO 9001:2008 memberi kepuasan pemustaka dan persepsi mahasiswa mengenai atribut-atribut kualitas layanan perpustakaan yang meliputi: keberwujudan, keandalan, daya tanggap, keterjaminan dan empati yang berkaitan dengan kepuasan pemustaka. Penelitian menggunakan pendekatan kuantitatif. Jenis penelitian kuantitatif deskriptif. Pengumpulan data expost facto dengan metode survei. Pengumpulan data menggunakan kuesioner sebagai metode utama, dokumenter dan observasi. Populasi penelitian adalah mahasiswa berjumlah 2.479 orang diambil sampel dengan teknik proportionate stratified random sampling sebanyak 205 orang. Analisis data menggunakan statistik parametrik, berupa analisis regresi berganda untuk menguji hipotesis pertama sekaligus mengetahui seberapa besar masing-masing atribut variabel bebas memberikan sumbangan efektif terhadap kepuasan pemustaka dan korelasi product moment dan anova satu jalur untuk menguji hipotesis kedua. Hasil penelitian menunjukkan: 1) Terdapat peran positif yang signifikan secara statistik (p<0,05) kualitas layanan perpustakaan berdasarkan Sistem Manajemen Kualitas ISO 9001:2008 (meliputi atribut: keberwujudan, keandalan, daya tanggap, keterjaminan, dan empati) memberi kepuasan pemustaka, 2) Terdapat perbedaan yang signifikan secara statistik (p<0,05) persepsi mahasiswa mengenai atribut keandalan pada kualitas layanan perpustakaan berkaitan dengan kepuasan pemustaka berdasarkan jenjang pendidikan pemustaka dimana atribut keandalan kualitas layanan perpustakaan pada jenjang pendidikan S2 lebih baik dibandingkan dengan mahasiswa jenjang S1, 3) Tidak terdapat perbedaan yang signifikan secara statistik (p>0,05) persepsi mahasiswa mengenai atribut-atribut kualitas layanan perpustakaan yang berkaitan dengan kepuasan pemustaka berdasarkan jenjang pendidikan pemustaka, 4) Sumbangan efektif masing-masing atribut variabel kualitas layanan perpustakaan berdasarkan Sistem Manajemen Kualitas ISO 9001:2008 terhadap kepuasan pemustaka diketahui bahwa atribut empati memberikan kontribusi paling besar yaitu 15,725%, diikuti atribut keterjaminan 11,587%, atribut keandalan 10,586%, atribut keberwujudan 8,552%, dan atribut daya tanggap memberikan sumbangan efektif paling rendah yaitu 7,455%.

The study intended to know the role of the library service quality based on the Quality Management System ISO 9001:2008 in giving satisfaction for the users and the students’ perception toward the attributes of the library service quality as follows; materialization, accountability, responsiveness, assurance, and empathy related to the users’ satisfaction. The study used the quantitative approach. The kind of the study was descriptive quantitative study. The data gathering technique used in the study was expost facto with the method of survey. The major methods used in data gathering technique were questionnaire, documents analysis, and observation. The study populations were 2.479 students. The studyer used the proportionate stratified random sampling as the sampling technique of the study with 205 students as the sample. In analyzing the data, the studyer used the statistic parametric technique in the form of double regression analysis to examine the first hypothesis and also to know how significant are the effective contributions of each independent variable attribute toward the users’ satisfaction. The studyer also used the product moment correlation and also Oneway ANOVA in order to examine the second hypothesis. The study result shows that: 1) There is a significant positive role (p<0.05) of the library service quality based on the Quality Management System ISO 9001:2008 (involving the following attributes; materialization, accountability, responsiveness, assurance, and empathy) in giving the satisfaction for the users, 2) There is a significance discrepancy (p<0.05) in the students’ perception toward the attribute of accountability in the library service quality related to the users’ satisfaction due to the users’ degree of education in which the attribute of accountability in the library service quality for the post graduate degree students is better than the one for the undergraduate degree students, 3) There is no significant discrepancy (p>0.05) in the students’ perception toward the attributes of the library service quality related to the users’ satisfaction due to the users’ degree of education, 4) The effective contributions of each variable of the attribute in the library service quality based on the Quality Management System ISO 9001:2008 toward the users’ satisfaction are known as follows; the attribute of empathy gives the largest contribution that is 15,725%, followed by the assurance attribute 11, 587%, accountability attribute 10,586%, materialization attribute 8,552% and eventually, the responsiveness attribute which give the slightest contribution that is 7,455%.

Kata Kunci : Manajemen perpustakaan, Kepuasan pelanggan, Kualitas layanan, Sistem manajemen mutu ISO 9001, library management, customer satisfaction, service quality, quality management system ISO 9001