Analisis Kualitas Layanan Referensi Di Perpustakaan UIN Syahada Padangsidimpuan Dengan Menggunakan Model Servqual
DOI:
https://doi.org/10.31849/bwhx7640Keywords:
layanan referensi, kualitas layanan , servqualAbstract
This research evaluates the quality of reference services at the UIN Syahada Padangsidimpuan Library employing the SERVQUAL methodology. Reference services are vital in academic libraries, aiding users in obtaining precise, pertinent, and trustworthy information to facilitate their academic endeavours. The research seeks to evaluate the extent to which these services fulfil user expectations across the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A descriptive qualitative research method was utilised. Data were gathered by interviews, observations, and documentation. The participants included three reference librarians and three current library patrons. The analysis adhered to the Miles and Huberman framework, encompassing data reduction, data presentation, and conclusion formulation, while ensuring data validity through source and methodological triangulation. The results suggest that the quality of reference services at UIN Syahada Padangsidimpuan Library is predominantly classified as satisfactory. The tangible elements indicate that service facilities are sufficient, while print reference collections are still restricted. Reliability is evidenced by librarians' capacity to deliver precise and prompt information, notwithstanding limitations in accessing subscription-based resources. Responsiveness is demonstrated by librarians' responsiveness to user demands, whereas assurance indicates their proficiency in providing accurate and reliable information. The empathy dimension signifies amiable, conversational, and thoughtful service customised to users' particular need. In conclusion, library reference services are effective; however, enhancements in collection development and digital resource accessibility are proposed to further optimise service quality.
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