PENGARUH KUALITAS LAYANAN UPT PERPUSTAKAAN TERHADAP KEPUASAN DAN INTENSITAS PEMANFAATAN MAHASISWA

Abstract

The quality of library services is one of the important indicatorsinregarded in
implementing TQM to fostera higher satisfaction for students as the key customers in the
university. The purpose of this study is to describe the effects of library service quality
on satisfaction and its utilization intensity as experienced by students at the Faculty of
EducationStateUniversity of Malang. This study used a descriptive corelational design.
Results indicate that the service quality, satisfaction, and utilization intensity are categorised
as sufficient.There is a significant effect of service quality on satisfaction and utilization
intensity. However, this study found that the satisfaction does not have a significant effect
on the utilization intensity. Such a finding suggests the other individual factors probably
contribute to the increased effects of the service quality that need to be concerned by other
researchers in the future study.