Perbaikan Kualitas Layanan Perpustakaan Universitas Katolik Musi Charitas dengan Metode Library Quality (LibQual+TM) dan Importance Performance Analysis (IPA)

ABSTRACT Library service quality is a reflection of user satisfaction. The results of the UKMC Library survey show that there are user complaints that have an impact on the assessment of the quality of library services. The LibQual+TM method maps the user's assessment of service quality through an assessment of perception, minimum expectation value, and ideal expectation value. The results of the LibQual+TM mapping method, the biggest gap analysis value of the UKMC Bangau Campus Library is in the information control dimension of -0.78. Then the mapping results are integrated into the IPA method to find out what attributes need to be improved immediately. As a result, the X1, X9, X10, X14, X19, X20, and X23 attributes need to be fixed immediately. The improvements include giving responsibility for communication media to honorary staff, increasing the number of service computers which are a grant from the National Library, and making service information banners for each library room. The results of the service improvement reduced the AG and SG values of the X1 instrument to 0.38 and 0.43, reduced the AG and SG values of the X14 instrument to 0.26, and reduced the AG and SG values of the X19 instrument to 1.71. The reduction in the value of the gap indicates that there is an increase in user satisfaction