Abstract
This study aims to identify and analyze how much influence the quality of library services to the satisfaction of the library users at the University Library of Cenderawasih. Research method used in this study is the method of observation, interviews, questionnaires, and literature study using a Likert scale and sampling method used is Probability Sampling with Proportional stratified random sampling, which means sampling of members of the population at random and stratified proportional so that samples obtained 90 samples. The analytical method used is multiple linear regression method. The results showed that the quality of service which consists of tangible, reliability, responsiveness, assurance, empathy, and together have a positive influence. Service quality has a significant effect on satisfaction library users at the University Library of Cenderawasih. The variables that have a significant influence on satisfaction library users are tangibles, reliability and empathy. Responsiveness and assurance does not have a significant influence on satisfaction in the Library Unit Uncen library users. The most dominant variable is empathy.
Highlights
Library as one unit of service providers experienced a significant impact as a result of globalization and business competition
The research variables consisted of independent variables physical evidence, reliability, responsiveness, assurance and variable empathy as well as the dependent variable is user satisfaction
Multiple regression results indicate that the independent variable that is tangible, reliability, empathy and positive influence on the dependent variable customer satisfaction
Summary
Library as one unit of service providers experienced a significant impact as a result of globalization and business competition. The library has an interest in the provision of facilities and by utilizing advances in technology in order to provide added value for user. The ability of libraries in providing information that is useful and can be used by library user will determine the value and satisfaction library user to the library. Along with advances in information and communication technology, today's paradigm of a library began to change. As for the rate "heart" is very dependent on the support of parent institutions that shelter, the managers and the library user interacting there. The value of a university can be measured by the quality of library services provided to the library user
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