THE EFFECT OF SATISFACTORY QUALITY SERVICES USING THE LIBRARY WIDYATAMA UNIVERSITY
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Date
2014-06-11
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Conference On Professional Development In Education (PDE2014), Widyatama University Indonesia, Open University Indonesia and Open University Malaysia
Abstract
This study aims to determine the quality of service to the library of the University Student Satisfaction uses
Widyatama. Two variables were analyzed, namely service quality and student satisfaction. This research method
is descriptive explanatory that explain and describe the truth of a hypothesis. To describe the research data used
descriptive statistics, while the independent variables to determine the effect of the bound variable regression
analysis were used. Overall, the variables were measured using a Likert scale units. The analysis showed
adjusted R square value is equal to 0.610. It shows that 61% of student satisfaction can be explained by the
quality of service (dimensions reliability, responsiveness, assurance, empathy, and direct evidence); while the
remaining 39% is a free variable that is not explained by other research. Service quality is significantly
positively related to customer satisfaction, in which the regression coefficient b11 = 1.090 and p-value <0.05,
thereby explained that service quality significantly influence customers' satisfaction in using the library
Widyatama University at the 95% confidence level (α = 0.05) were calculated F value of 154.347 with a
significance level of 0.000. This suggests that the quality of service (dimensions reliability, responsiveness,
assurance, empathy, and direct evidence) is jointly significant effect on student satisfaction.
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Keywords
Library, Quality of Service, Student Satisfaction