Indeks Kepuasan Masyarakat Terhadap Layanan Perpustakaan Pusat Pendayagunaan Informatika dan Kawasan Strategis Nuklir BATAN
DOI:
https://doi.org/10.37014/medpus.v28i3.1344Keywords:
community satisfaction index, library services, service performance, service qualityAbstract
The Library of Center for Utilization of Informatics and Nuclear Strategic Areas- National Nuclear Energy Agency (PPIKSN-BATAN) evaluates the library through a user satisfaction survey which is given directly to visitors who come physically to the library. This study aims to measure the user satisfaction index of the PPIKSN-BATAN library services. The method used is aquantitative research using the questionnaire. The research subjects were 60 people who had filled out a questionnaire on the aspects reviewed to determine user satisfaction with 9 service elements indicators. The results on the services quality got very good service quality with an IKM value of 3.48 (A) and a conversion value of 86.88. The elements of Complaint Handling, as well as Suggestions and Inputs, are the elements of the highest service value with a conversion value of 95.42 and an average IKM element of 3.82 (A) with very good service quality. Meanwhile, the element with the lowest index value is the element of Service Requirements Conformity with a conversion value of 80.83 and the average IKM element is 3.23 (B), but the service quality is still in the good category. User satisfaction with the service received gets an average IKM of 3.21 and a conversion value of 80.34 with good service quality. Overall, the service performance of the Library of PPIKSN-BATAN received a very good service quality score and user satisfaction with the information provided received a good response.References
Badan Tenaga Nuklir Nasional. (2017). Peraturan Kepala Badan Tenaga Nuklir Republik Indonesia Nomor 13 Tahun 2017 Tentang Standar Pelayanan Publik, p.3. Diakses 22 Oktober, 2020, dari https://jdih.batan.go.id/unduh/jdih/20170911145538_SalinanPerkaStandarPelayananPublik.pdf
Damayanti, L.D., Suwena, K.R., & Haris, I. A. (2019). Analisis kepuasan masyarakat terhadap pelayanan publik berdasarkan indeks kepuasan masyarakat (IKM) Kantor Kecamatan Sawan Kabupaten Buleleng. Journal Pendidikan Ekonomi Undiksha, 11(1), 21"“32. https://ejournal.undiksha.ac.id/index.php/JJPE/article/view/20048
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21"“40. https://doi.org/10.1108/IJQSS-07-2016-0048
Kementerian Komunikasi dan Informatika. (2018). Laporan Akhir Indeks Kepuasan Masyarakat (IKM) dan Indeks Integritas Pelayanan Publik (IIPP) Pelayanan Perizinan Telekomunikasi, Direktorat Telekomunikasi. Diakses 22 Oktober, 2020, dari https://kominfo.go.id/index.php/content/detail/3415/Kominfo+%3A+Pengguna+Intern et+di+Indonesia+63+Juta+Orang/0/berita_satker
Mamesah, G. A. (2020). Kecamatan Muara Bengkal Kabupaten Kutai Timur. Administrasi Publik, 1(1), 72"“85. http://ejurnal.untag-smd.ac.id/index.php/AP/article/view/4993
Mardiyanto, R., & Ismowati, M. (2017). Analisis indeks kepuasan masyarakat dalam upaya peningkatan kepuasan kualitas pelayanan masyarakat di Kantor Kecamatan Kotabaru Kabupaten Karawang. TRANSPARANSI : Jurnal Ilmiah Ilmu Administrasi, 9(02), 184. https://doi.org/https://doi.org/10.31334/trans.v9i2.23
Minh, N. H., Thu Ha, N., Chi Anh, P., & Matsui, Y. (2015). The Relationship between service quality, customer satisfaction and customer loyalty: An Investigation in Vietnamese Retail Banking Sector. Asian Social Science, 11(10), 73"“85. https://doi.org/10.5539/ass.v11n10p73
Mustika, P. (2017). Profesionalisme Pustakawan. Buletin Perpustakaan Universitas Islam Indonesia, 57, 27"“35. https://journal.uii.ac.id/Buletin-Perpustakaan/article/view/9097
Ngatini. (2018). Pelayanan prima : Upaya pustakawan dalam meningkatkan kualitas pelayanan. Buletin Perpustakaan Universitas ilmiah-lipi/
Rajapaksha, R. P. E. (2021). A Study on the impact of service quality on customer satisfaction (with Special Reference to ABC Hotel). International Journal of Scientific and Research Publications (IJSRP), 11(4), 43"“59. https://doi.org/10.29322/ijsrp.11.04.2021.p11207
Rasyid, H. Al. (2017). Pengaruh kualitas layanan dan pemanfaatan teknologi terhadap kepuasan dan loyalitas pelanggan Go-Jek. Jurnal Ecodemica: Jurnal Ekonomi, Manajemen, dan Bisnis, 1(2), 210"“223. https://doi.org/10.31311/jeco.v1i2.2026
Saputra, T. (2017). Kepuasan masyarakat terhadap penyelenggaraan pelayanan publik (studi kasus Kantor Kecamatan Tambang Kabupaten Kampar). Perspektif Pembiayaan dan Pembangunan Daerah, 2(4), 89"“100. https://doi.org/0000-0002-5642-2339
Suandi. (2019). Analisis kepuasan masyarakat terhadap pelayanan publik berdasarkan indeks kepuasan masyarakat di Kantor Kecamatan Belitang Kabupaten Oku Timur. Jurnal Ilmu Administrasi dan Studi Kebijakan (JIASK), 1(2), 13"“22. https://doi.org/https://doi.org/10.48093/jiask.v1i2.8
Syardiansyah. (2017). Analisis indeks kepuasan pelayanan pada Perpustakaan Fakultas Ekonomi Universitas Samudra. Jurnal Manajemen Dan Keuangan Unsam, 6(1), 638"“648.
Yunus. (2013). Analisis tingkat kepuasan pengguna terhadap layanan perpustakaan di Badan Perpustakaan dan Kearsipan Provinsi Jawa Timur tahun 2012. Media Pustakawan, 20(1), 9"“18. https://doi.org/https://doi.org/10.37014/medpus.v20i1.896
