Analisis Kualitas Pelayanan dan Fasilitas Perpustakaan Terhadap Minat Kunjung Mahasiswa Universitas Negeri Semarang

Dyah Rizky Avivah; Aulia Prima Kharismaputra

doi:10.58737/jpled.v6i1.749

Authors

Dyah Rizky Avivah Universitas Negeri Semarang
Aulia Prima Kharismaputra Universitas Negeri Semarang

DOI:

https://doi.org/10.58737/jpled.v6i1.749

Keywords:

Library, Service Quality, Facilities

Abstract

Libraries are essential academic support facilities in higher education, significantly contributing to teaching and learning activities. The key factor influencing user visitation is the quality of services and facilities. This study aims to evaluate the quality of facilities and librarian performance at the Rumah Ilmu Library, Semarang State University (UNNES), in relation to student visitation interest using the SERVQUAL framework, which includes Tangibles, Reliability, Responsiveness, Assurance, and Empathy. A descriptive qualitative method was applied with a phenomenological approach and purposive sampling. Data were collected through direct observation and in-depth interviews. Results show that while physical facilities are generally adequate, issues remain, such as limited seating and suboptimal supporting amenities. In terms of service, users experienced inconsistent information, delayed responses, and a lack of empathy from staff, reducing trust in library services. Therefore, comprehensive improvements in both facilities and service quality are necessary to meet user expectations and increase student interest.

Downloads

Download data is not yet available.

References

Amanda, F., & Nabila, J. (2024). Paradigma Pustakawan Terhadap Layanan Referensi Di Upt Perpustakaan Universitas Andalas. Ensiklopedia of Journal, 6(2), 355–362.

Aryanto, M. Z., & Suratman, B. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pemustaka Di UPT Perpustakaan Universitas Negeri Surabaya. Jurnal Pendidikan Administrasi Perkantoran (JPAP), 9(2), 401–412. https://doi.org/10.26740/jpap.v9n2.p401-412.

Data UNNES. (2025). Data Mahasiswa. https://data.unnes.ac.id/id/.

Fiqriansyah, N. (2021). Pengaruh Manajemen Fasilitas Perpustakaan Dan Manajemen Pelayanan Perpustakaan Terhadap Minat Baca Peserta Didik. Managere: Indonesian Journal of Educational Management, 3(1), 11–26. https://doi.org/10.52627/managere.v3i1.88.

Iztihana, A., & Arfa, M. (2020). Peran Pustakawan MTs N 1 Jepara Dalam Upaya Mengembangkan Minat Kunjungan Siswa Pada Perpustakaan. Jurnal Ilmu Perpustakaan, 9(1), 93–103.

Kalida, M. (2021). Keterampilan Sosial Pustakawan di Era Digital. Lembaga Ladang Kata.

Khotimah, S. (2022). Praktik Jual Beli Barang Rongsokan Dalam Perspektif Etika Bisnis Islam (Studi Kasus di Desa Liman Benawi Kecamatan Trimurjo Kabupaten Lampung Tengah). IAIN Metro.

Lenaini, I. (2021). Teknik Pengambilan Sampel Purposive Dan Snowball Sampling. HISTORIS: Jurnal Kajian, Penelitian & Pengembangan Pendidikan Sejarah, 6(1), 33–39.

Maulia, T. (2025). Pengukuran Tingkat Kepuasan Pemustaka Terhadap Pelayanan Perpustakaan Menggunakan Metode Libqual Dan Potential Gain In Customer Value. UIN Suska Riau.

Maulidiyah, A., & Roesminingsih, E. (2020). Layanan dan Fasilitas Perpustakaan Dalam Meningkatkan Minat Baca Peserta Didik. Jurnal Inspirasi Manajemen Pendidikan, 8(4), 389–400.

Murtianingsih, F., & Fathoni, A. (2022). Ketersediaan Bahan Pustaka Perpustakaan untuk Mengoptimalkan Minat Baca Siswa Sekolah Dasar. Jurnal Basicedu, 6(4), 6257–6264. https://doi.org/10.31004/basicedu.v6i4.3218.

Pangkey, I., & Rantung, M. I. R. (2023). Manajemen Pelayanan Publik. In T. M. Group (Ed.), Tahta Media Group.

Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–37.

Ramadhani, M. U. (2025). Pengaruh Kualitas Pelayanan Perpustakaan Terhadap Kepuasan Pelanggan (Pemustaka) di Madrasah Aliyah Pembangunan UIN Jakarta. In UIN syarif hidayatullah Jakarta. UIN Syarif Hidayatullah Jakarta.

Saputra, E., Saleh, N., & Santalia, I. (2022). Kualitas Pelayanan Komunikasi Perpustakaan di Dinas Perpustakaan Provinsi Sulawesi Selatan. Jurnal Mercusuar, 3(1).

Septiani, Y., Aribbe, E., & Diansyah, R. (2020). Analisis Kualitas Layanan Sistem Informasi Akademik Universitas Abdurrab Terhadap Kepuasan Pengguna Menggunakan Metode Sevqual (Studi Kasus : Mahasiswa Universitas Abdurrab Pekanbaru). Jurnal Teknologi Dan Open Source, 3(1), 131–143. https://doi.org/10.36378/jtos.v3i1.560.

Suratmi, I. (2021). Meningkatkan Kualitas Pelayanan Perpustakaan Melalui Kerja Sama Antar Perpustakaan. ABDI PUSTAKA: Jurnal Perpustakaan Dan Kearsipan, 1(2), 55–59. https://doi.org/10.24821/jap.v1i2.5952.

Wardhana, A. (2024). Pengukuran Service Quality (Issue October). EUREKA MEDIA AKSARA.

Yefani, P., & Asmara, R. (2025). Pengukuran kepuasan pengguna terhadap layanan perpustakaan menggunakan metode servqual dan importance performance analysis (ipa) di Dinas Kearsipan dan Perpustakaan Daerah Provinsi Sumatera Barat. Pustaka Karya : Jurnal Ilmiah Ilmu Perpustakaan Dan Informasi, 13(1 SE-Articles), 61–73. https://doi.org/10.18592/pk.v13i1.15660.