LIBRARY USERS SATISFACTION ANALYSIS USING SERVQUAL AND ANALYTIC NETWORK PROCESS
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Date
2020
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Psychosocial Rehabilitation, Vol. 24, Issue 1
Abstract
This research was conducted at Library of University of Buana Perjuangan Karawang. The purpose
of this study isto measure and analyze the level of satisfaction of library users with Servqual approach and prioritize
the improvements that can be done by weighting of the criteria with ANP methode. The method used is the fivedimensional
approach Servqual and weighting criteria with ANP. The conclusion shows that the average score for
the criteria of reality is quite good (fairly satisfied) with the existing services at the Library of UBP Karawang, with
an average score above 3, except for the criterion R4 (speed of turnitin service) average scores below 3 is 2.97, but
because of the average expectation as well is not very high at 3.41 so that its gap is smaller than the gap between the
expectations with the reality on the criteria E1 (the friendliness of the staff of the library) and E2 (the library staff
willing to respond to complaints that exists). Except that, it was found that the three criteria of ranking the priority
that should be the corrective action is E1 (the friendliness of the staff of the library), E2 (the library staff is willing to
respond to complaints that exists), and T7 (a clear order information) with each of the priority value of 0.31; 0.31;
and 0.27.
Description
Keywords
Libraries, Servqual, Analytic Network Proces, user satisfaction