Kualitas Pelayanan Dinas Perpustakaan dan Kearsipan Kabupaten Dairi

Abstract

The research is based on an achievement process of Dinas Perpustakaan dan Kearsipan in Dairi Regency to achive the Improvement of Human Resource by library and arcipant service, where is the focus on the quality improvement so that all of the service was giving by Dinas Perpustakaan dan Kearsipan in Dairi Regency must be focus to improving of library’s quality. The aim of the present research is to find out how the perception of library user toward the service quality of Dinas Perpustakaan dan Kearsipan in Dairi Regency based on an indicator of library user satisfaction towards 14 service elements to gain its objectives. The research belongs to a quantitative analytical method and employs a survey method. The population of the research is library user being members of Dinas Perpustakaan Dan Kearsipan of Dairi Regency. The samples which reach 150 people were taken by applying accidental sampling. The data were collected using questionnaire and were analyzed in a form of total score percentage and of Public Satisfaction Index Rate. The results of the research toward the satisfaction of 17 service elements show that there are 3 service elements causing the library users unsatisfaction, namely, the dicipline of the staff, the comfortable in library’s area and the scedule of service. Elements causing the highest satisfaction is the clarity and certainty of staff. Public Satisfaction Index Rate towards the Service Quality of Dinas Perpustakaan dan Kearsipan in Dairi Regency is 71,775. According to KEP/25/M.PAN/2/2004, Service Quality of Dinas Perpustakaan dan Kearsipan in Dairi Regency is in a range of 62,51 – 81,25, so the service quality is in the “B” level. Thus, the service in Dinas Perpustakaan dan Kearsipan in Dairi Regency is in a good category.