ANALISIS TINGKAT KEPUASAN PENGGUNA JASA TERHADAP KUALITAS LAYANAN DI BADAN PERPUSTAKAAN DAN KEARSIPAN PROVINSI JAWA TIMUR

Abstract

Customer satisfaction can be measured by the success in providing quality services to the community. If the quality of service increase the level of satisfaction will be higher. Based on data from the Division Head of Library and Archival Services of East Java (BPKP Jatim), in 2011, the number of customer in this library is 28.294 people, where most of them are students. To improve customer satisfaction, BPKP Jatim further improve the quality engineering services with respect to the technical requirements, the process requirements, and the quality procedures. The methods of collecting data are form interviews, literature review, observation, questionnaires, and documentation. The methods of collecting data from questionnaire are done in two stages. The survey questionnaires were given to 150 respondents in BPKP Jatim. The data is analyzed by validity, reliability, and the method of Quality Function Deployment (QFD). From the research it is known that an important attribute for the customer, such as a comfortable reading room (4.64), the cleanliness and tidiness of the library (4.52), internet facilities are adequate. Levels of service customer satisfaction on the quality of services, such as a comfortable reading room (4.16), buildings and physical equipment (shelving, reading tables, chairs, etc., the library is quite adequate) (4013), the cleanliness and tidiness of the library (3933). Priorities for the development and improvement of the level of satisfaction of service users, such as room temperature below 20 degrees and turn the chairs and tables 2 years (0187), the implementation of the training performed 3 months to the employees (0149), apply the suggestions and criticisms of the service users BPKP Java (0137).