Analisis kualitas layanan perpustakaan pada UPT Perpustakaan Universitas Jember

SUPRIADI, Eri, Dr. Muhadjir Darwin

2001 | Tesis | S2 Administrasi Negara

Penelitian ini bertujuan untuk mendeskripsikan kualitas layanan UPT Perpustakaan Universitas Jember, khususnya ingin mengetahui kualitas layanannya saat ini, guna menyusun prioritas peningkatan kualitas layanan untuk masa yang akan datang. Latar belakang permasalahan penelitian ini adalah hasil-hasil studi identifikasi, terhadap beberapa perpustakaan perguruan tinggi negeri di wilayah Indonesia, yang dilakukan oleh British Council bekerja sama dengan Depdikbud RI pada tahun 1993 dan USAID tahun 1995, yang mengatakan bahwa kualitas layanan dan fasilitas dari semua perpustakaan yang diteliti masih rendah, sehingga belum mampu memenuhi kebutuhan penggunanya. Perpustakaan Universitas Jember tidak termasuk perpustakaan yang diteliti, sehingga belum pernah diketahui bagaimana kualitas layanannya. Mengingat, pentingnya kualitas layanan bagi industri jasa termasuk perpustakaan, maka perlu dilakukan penelitian tentang bagaimana kualitas layanan UPT Perpustakaan Universitas Jember saat ini dan bagaimana merumuskan prioritas perbaikannya. Penelitian ini menggunakan metode analisis deskriptif kualitatif. Penentuan sampel menggunakan metode purposive sampling. Jumlah sampel ditentukan 50, yang terdiri 10 dosen dan 40 mahasiswa yang sudah pernah memaanfaaikan jasa perpustakaan paling sedikit tiga kali. Data primer diperoleh dari sampel dengan melakukan wawancara. Ukuran kualitas layanan menggunakan model dimensi RATER dengan metode penilaian Cronin & Taylor. Hasil penelitian ini menunjukan bahwa dari 50 responden, 78% diantaranya menyatakan kualitas layanan UPT Perpustakaan Universitas Jember secara umum, balk dan memuaskan, sedangkan 22% lainnya menyatakan cukup.baik dan tak satupun yang menyatakan kurang balk. Dari 22% responden yang menyatakan cukup balk, mengindikasikari, bahwa masih terdapat kualitas layanan yang hams diperbaiki. Kekurangan tersebut dapat dilihat dari deskripsi hash! tanggapan responden pengguna, terhadap indikator-indikator kualitas layanan, yang dapat dijelaskan sebagai berikut: 1) Keandalan layanan yang dilihat dari ketersediaan koleksi, menunjukan bahwa jumlah koleksi masih perlu ditambah, kemudahan menemukan koleksi pada jajaran koleksi perlu di tingkatkan, kecepatan layanan sirkulasi sudah baik; 2) Jaminan kepastian tentang ketepatan waktu bukaltutup pada layanan skripsi dan tandon perlu ditingkatkan, keamanan penitipan tas dan parkir sudah balk; 3) Tampilan fisik layanan yang berhubungan dengan kondisi gedung perlu penyempurnaan desain, perabot masih layak pakai, tata ruang cukup serasi; 4) Perhatian petugas dalam melayani perlu lebih ramah dan tidak diskriminatif; 5) Daya tanggap dari petugas sudah baik.Setelah dilakukan analisis uji silang, konsultasi dengan data sekunder dan memperhatkan pendapat informan kunci. Pada akhirnya disimpulkan bahwa kualitas layanan UPT Perpustakaan Universitas Jember dapat dikatagorikan balk, mesicipun masih belum sepenuhnya dapat memenuhi kebutuhan penggunanya. Penelitian ini juga telah merumuskan suatu susunan prioritas perbaikan' kualitas layanan UPT Perpustakaan universitas Jember. Susunan prioritas tersebut adalah sebagai berikut: a) Prioritas pertama, meningkatkan keEndalan koleksi; b) Prioritas Kedua, meningkatkan kemudahan dalam menemukan koleksi pada jajaran koleksi; c) Prioritas ketiga, meningkatkan perhatian petugas saat melayani peugguna.

This study aimed to describe the service quality of the library of Jember University, espcecially to identify the level of its servive quality now, and found out the priority to improve service quality for increasing the fulfillment of the need of the user in the future. The background of the study was based on the results of the previous study of identification to some State University Libraries in Indonesia, held by the British Council cooperted with Indonesian Education Department on 1993, and USAID on 1995 found that the quality service and facilities of the libraries studied, were still on the low level condition and had not able to fulfill their user needs yet. Meanwhile, the service quality in almost all sectors included library services was very crucial to be known for the service institution. The Library of Jember University was not included in their study and had never been measured its service quality. Due to the case mentioned above, it is crucial to know how the service quality of the library of Jember University is now and to contruct a priority to increasing the service quality for the future. This study used qualitative discriptive method for analysing the data. The proposive random sampling method was used to identify the sample of this studi. The number of the sample was fifty respondents. The subject of the study was all user that had used the library service of the library of Jember University, at least three times. The Interview methode was used to find the primary data from the valid user's respondents. To measuring the service quality based on RATER's dementions model and Cronin & Taylor assessment method. The result of the study showed 78% offifty reSpondents stated that in general the level of the service quality of the Library of Jember University was good and the other 22% said good enough. Its meant that there were still some short of service quality in fulfilling the user need. The result of the study could be discribed for more detail as follows: 1) Realiability, which was overviewed from the comprehensiveness of Their collection needed to be added, reshelving should be more quick, the speed of circulation services was properly good; 2) Assurance, which was noticed from the appropriateness of the operation hours should be opened on time, the security of parking was safe; 3) Tangibles, such as, library's building was not in proper design, fumitures were still in good condition to be used; 4) Empaty, the library staff need to be more friendly and not discriminative to over the services; 5) Responsiveness, such as willing to help and respon the user request were good. After studying deeply, by analizing and cross-checking the primary data to the key informans and documents. Finally, this study concluded that the level of the service quality of the Library of Jember university was good, althought there were a few of weaknesses on it. This study also found the priority of improvement in increasing the service quality of the Library of Jember University. The form of the priority of improvement of it, were as follows: a) The first priority, was to add the collections; 2) The second priority, was easiness in finding the collections; 3) The third priority, was to increasing the empaty of the staff

Kata Kunci : perpustakaan, Kualitas layanan, service quality, library