Service Quality and User Satisfaction of Border Area Library Services

Abstract

This study aims to determine the description of the quality of library services at the Regional Libraries in the border area of North Central Timor Regency and to determine the description of the satisfaction of library service users in the border areas in North Central Timor Regency, East Nusa Tenggara Province. Regional library services seen from indicator 1). Proof of Display (Tangibles); 2). Reliability (Reliability); 3) Responsiveness (Responsiveness); 4) Assurance; and Empathy (Emphaty). As for the variable service user satisfaction based on indicators 1) Quality of products / services; 2) Emotions; and 3) Cost or convenience provided. Data collection was carried out through observation, interview, and documentation techniques. The results showed that the description of the variable quality of library services in the border area of North Central Timor Regency was quite good through display evidence indicators (Tangibles); 2). Reliability (Reliability); 3) Responsiveness (Responsiveness); 4) Assurance; and Empathy (Emphaty). As for the description of service user satisfaction variables based on indicators 1) Quality of products / services; not satisfactory, it is accrued that they are still using the manual system in services at the District Library Office of the Border District. North Central Timor; as for other indicators 2) Emotion; and 3) The cost or convenience provided is sufficient or satisfactory.