ANALISIS KUALITAS LAYANAN PERPUSTAKAAN DALAM MENINGKATKAN KEPUASAN PEMUSTAKA DI PERPUSTAKAAN IAIN TERNATE

Abstract

The service quality delivered by a higher-education library largely shapes how well users feel their learning, research, and personal-development needs are met, given the library's position as a core support unit for the three pillars of higher education. This study sets out to capture the condition of service quality at the IAIN Ternate Library and its bearing on user satisfaction, applying the SERVQUAL framework across five measurement facets: tangibles, reliability, responsiveness, assurance, and empathy. The research follows a descriptive quantitative design; data were gathered through a questionnaire administered to students, lecturers, and administrative staff as library users, supplemented by brief interviews and direct field observation as supporting evidence. Data processing involved computing the gap between users' perceived performance scores and their expectation scores on each facet, then consolidating these into a single User Satisfaction Index. Findings show that users generally fall into the satisfied range, although several facets—tangibles and responsiveness in particular—still carry a negative gap, meaning performance on these facets has not yet caught up with user expectations, whereas assurance and empathy register more encouraging results. Building on these findings, the study recommends that library management first address physical facilities and infrastructure and speed up staff responsiveness in handling users' information needs.