Syella Yuninda, . (2026) ANALISIS KUALITAS LAYANAN PERPUSTAKAAN SEKOLAH MENGGUNAKAN METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
![[img]](http://repository.upnvj.ac.id/style/images/fileicons/text.png) |
Text
ABSTRAK.pdf Download (181kB) |
|
Text
AWAL.pdf Download (587kB) |
|
Text
BAB 1.pdf Restricted to Repository UPNVJ Only Download (246kB) |
|
Text
BAB 2.pdf Restricted to Repository UPNVJ Only Download (445kB) |
|
Text
BAB 3.pdf Restricted to Repository UPNVJ Only Download (432kB) |
|
Text
BAB 4.pdf Restricted to Repository UPNVJ Only Download (1MB) |
|
Text
BAB 5.pdf Download (195kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (250kB) |
|
Text
RIWAYAT HIDUP.pdf Restricted to Repository UPNVJ Only Download (106kB) |
|
Text
LAMPIRAN.pdf Restricted to Repository UPNVJ Only Download (4MB) |
|
Text
HASIL PLAGIARISME.pdf Restricted to Repository staff only Download (18MB) |
|
Text
ARTIKEL KI.pdf Restricted to Repository staff only Download (3MB) |
Abstract
Library service quality is one of the factors influencing students’ utilization of library facilities. The suboptimal level of library visits at SMA Negeri 1 Cikembar indicates the need for an evaluation of service quality to determine the extent to which the services provided meet users’ expectations. This study aims to identify library service quality variables based on the Service Quality (SERVQUAL) dimensions, measure library service quality using the SERVQUAL method, determine priority attributes for improvement using Importance Performance Analysis (IPA), and formulate improvement recommendations through the 5W+1H approach. The results showed that the evaluation of 21 service quality attributes produced an average gap value of -0.28 and a service quality (Q) value of 0.93, indicating that the library services have not yet met students’ expectations. The largest gap was found in the Responsiveness dimension with a value of -0.39. Based on the IPA analysis, 4 attributes were identified as the main priorities for improvement. The improvement recommendations developed through the 5W+1H approach are intended to enhance library service quality and support the optimal utilization of the library by students.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210312010] [Pembimbing: Nanang Alamsyah] [Penguji 1: Siti Rohana Nasution] [Penguji 2: Amenda Septiala Tarigan] |
| Uncontrolled Keywords: | Service Quality, SERVQUAL, IPA, School Library, 5W+1H |
| Subjects: | T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | SYELLA YUNINDA |
| Date Deposited: | 28 Aug 2026 06:48 |
| Last Modified: | 28 Aug 2026 06:48 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52916 |
Actions (login required)
 |
View Item |