Kepuasan Pengguna Terhadap layanan Perpustakaan

Batubara, Abdul Karim (2009) Kepuasan Pengguna Terhadap layanan Perpustakaan. Iqra': Jurnal Perpustakaan dan Informasi, 3 (1). pp. 9-17. ISSN 2442-8175

Text (Electronic Journal Article)
vol 03 n0.01 2009 (2).pdf - Published Version

Download (232kB) | Preview


A global digital environment and increasing competition. They must improve the quality of their services in order to survive. The article explores the relationship between service quality and user satisfaction and examines how user surveys have been employed in a number of previously published data sets. A model which demonstrates how satisfaction can be seen as both a microlevel response to individual transactions and at the macro-level as an outcome of service quality is proposed. Using an evidence-based approach, gaps between user expectations and perceptions are explored as well as the gap between user expectations and managers' perceptions of these. Studies that include user surveys of electronic library services are also analyzed in terms of customer expectations. Suggestions are offered about ways in which library and information service providers could make more use of the information derived from their own and other organizations' user surveys to improve their services.

Jenis Item: Artikel
Subjects: 000 Generalities > 020 Library and information sciences > 028 Reading, use of other information media
Divisions: Perpustakaan
Pengguna yang mendeposit: Mrs. Dra. Retno Sayekti, MLIS.
Date Deposited: 14 Dec 2015 13:19
Last Modified: 09 Oct 2016 00:26

Actions (login required)

View Item View Item