PENGARUH KOMPETENSI PEGAWAI, KOLEKSI, TATA RUANG PERPUSTAKAAN TERHADAP KEPUASAN PEMUSTAKA MELALUI KUALITAS PELAYANAN SEBAGAI MEDIATOR

Abstract

Penelitian ini bertujuan untuk mendeskripsikan pengaruh kompetensi pegawai, koleksi, dan tata ruang perpustakaan terhadap kepuasan pemustaka secara langsung maupun tidak langsung melalui kualitas pelayanan. Populasi dalam penelitian ini adalah seluruh pengunjung UPT Perpustakaan Universitas Negeri Semarang. Pengambilan sampel dengan menggunakan teknik insidental sampling, jumlah responden sebanyak 116 responden. Metode pengumpulan data menggunakan observasi, wawancara, dan kuesioner, sedangkan metode analisis data menggunakan uji asumsi klasik, uji hipotesis dan path analysis. Hasil penelitian menunjukkan pengaruh antara kompetensi pegawai, koleksi, dan tata ruang perpustakaan terhadap kualitas pelayanan dengan masing thitung 5,790; 3,580; dan 3,441. Serta terdapat pengaruh antara kompetensi pegawai, koleksi, tata ruang perpustakaan, dan kualitas pelayanan terhadap kepuasan pemustaka dengan thitung masing-masing 0,293; 1,042; 4,347; dan 3,357. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kompetensi pegawai, koleksi, dan tata ruang perpustakaan merupakan variabel yang dapat meningkatkan kualitas pelayanan dan berdampak pada peningkatan kepuasan pemustaka. Meskipun kompetensi pegawai dan koleksi perpustakaan berpengaruh positif namun tidak signifikan terhadap kepuasan pemustaka. Saran yang diberikan dalam penelitian ini adalah UPT Perpustakaan Universitas Negeri Semarang diharapkan dapat meningkatkan kualitas pelayanan terutama dalam kompetensi pegawai, koleksi, dan tata ruang perpustakaan guna meningkatkan kepuasan pemustaka.

This research is aimed to describe influence of staff competence, collection, and library layout design on patron’s satisfaction directly or indirectly through service quality. Based on the result of observation conducted at Technical Implementation Unit (UPT) Library of State University of Semarang, there were decrease of patrons’ visit on 2016 significantly. Thus, it is important to examine patrons’ satisfaction, because it will influence visit intensity to library. Population in this research is all of visitors at UPT Library of State University of Semarang. The sampling technique used incidental sampling technique with number of respondents of 116 people. Methods of data collection used observation, interview, and questionnaires, and then analysis methods were classic assumption test, hypotheses test and path analysis. The findings show that there is influence between staff competence, collection, and library layout design on service quality with tcount 5,790; 3,580; and 3,441. There is also influence between between staff competence, collection, and library layout design and service quality on patrons’ satisfaction with tcount each of 0,293; 1,042; 4,347; and 3,357. Based on the result of research, it can be concluded that staff competence, collection, and library layout design are the variables which can increase service quality and affect on increase of patrons’ satisfaction. Althouth staff competence and library collection affect on positive influence, but it both do not significantly affect on patrons’ satisfaction. As the suggestion to give in this research is that UPT Library of State University of Semarang is expected to increase service quality especially on staff competence, collection, and library layout design to increase patrons’ satisfaction.