Analisis kepuasan pemustaka terhadap kualitas layanan perpustakaan di perguruan tinggi vokasi dengan metode servqual dan importance-performace analysis

Renanda Nia Rachmadita(1*), Wibowo Arninputranto(2)

(1) Politeknik Perkapalan Negeri Surabaya
(2) Politeknik Perkapalan Negeri Surabaya
(*) Corresponding Author


Introduction. Library in Vocational Higher Education is required to provide the best services in facilities, learning environmentbased on the characteristics of vocational education. This study aims to measure the level of satisfaction of library services  in vocational colleges.

Data Collection Method. The questionnaires were distributed to 150 respondents including students and lecturersbased on five dimensions of Servqual.

Data Analysis. The analysis was conducted  by identifying  the gap between perception and expectation using Importance-Performance Analysis method.

Results and Discussions. Overall, the analysis if the gap for all Servqual dimensions was negative. Some services needto be  improved  to meet user expectations. By using Importance-Performance Analysis, itwas found that the attribute P10 (Library needs to provide an adequate online catalog) should be prioritized..

Conclusions. It is expected that the library can improve the services based on the users’ needs.


Servqual; Hope and Perception; Level of Satisfaction; Library

Full Text:



Ahmed, S. Z., & Shoeb, M. H. (2009). Measuring service quality of a public university library in Bangladesh using Servqual. Performance Measurement and Metrics, 10(1), 17-32

Akhlaghi, E., Amini, S., & Akhlaghi, H. (2012). Evaluating educational service quality in technical and vocational colleges using Servqual model. Procedia - Social and Behavioral Sciences, 46, 5285–5289

Applegate, R. (2009). The library is for studying : Student preferences for study space. Journal of Academic Librarianship, 35, 341–346

Ban, O. I., Ban, A. I., & Tuşe, D. A. (2016). Importance-Performance Analysis by Fuzzy C-Means algorithm. Expert Systems with Applications, 50, 9–16

Chui, T. B., Ahmad, M. S. bin, Bassim, F. binti A., & Zaimi, N. binti A. (2016). Evaluation of service quality of private higher education using Service Improvement Matrix. Procedia - Social and Behavioral Sciences, 224, 132–140 Tidak ada issue? Please check again

Dahan, S. M., Taib, M. Y., Zainudin, N. M., & Ismail, F. (2016). Surveying users’ perception of academic library services quality : A case study in Universiti Malaysia Pahang (UMP) library. Journal of Academic Librarianship, 42(1), 38–43

Daniel, C. N., & Berinyuy, L. P. (2010). Using the Servqual model to assess service quality and customer satisfaction : An empirical study of grocery stores in Umea, Master Thesis. Retrieved from

Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1–4

Harmoko, S. (2013). Analisis tingkat kepuasan pemustaka terhadap kualitas layanan pada perpustakaan Fakultas Matematika dan Ilmu Pengetahuan Alam Universitas Gadjah Mada Yogyakarta. Berkala Ilmu Perpustakaan dan Informasi, 9(2), 18-31

Hossain, M. J. (2016) Determining the key dimensions for evaluating service quality and satisfaction in academic libraries, International Information & Library Review, 48(3), 176-189

Ibrahim, M. Z., Rahman, M. N. A., & Yasin, R. M. (2012). Assessing students perceptions of service quality in Technical Educational and Vocational Training (TEVT) institution in Malaysia. Procedia - Social and Behavioral Sciences, 56, 272–283

Irianti, P. (2017). Kepuasan pemustaka terhadap fasilitas perpustakaan di Fakultas Psikologi Universitas Gadjah Mada. Berkala Ilmu Perpustakaan dan Informasi, 13(1), 47-55

Izadi, A., Jahani, Y., Rafiei, S., Masoud, A., & Vali, L. (2017). Evaluating health service quality: using importance performance analysis. International journal of health care quality assurance, 30(7), 656-663

Jayasundara, C. C. (2011). Communication and employee relations in the University Libraries of Sri Lanka : Perception of staff members. Gyankosh-The Journal of Library and Information Management, 2(1), 28-40

Kim, J.-A. (2017). User perception and use of the academic library : A Correlation Analysis. The Journal of Academic Librarianship, 43(3), 209–215

Komarudin. (2016). Akreditasi perpustakaan perguruan tinggi : Pengalaman perpustakaan STAIN Kediri. Pustakaloka, 8(1), 14-33.

Kusumanigrum RR., S. D. (2016). Applying Servqual to improve the quality of service delivery in vocational education in Indonesia. Journal of Management & Muamalah, 6(2), 77–90

McKay, D. (2011). Spinning straw into gold : A community college library's twenty first century transformation. Community & Junior College Libraries, 17,1–6

Podbrežnik, I. (2014). Using Servqual for public Library Service Quality Assessment. The British Academy of Management (BAM) Conference, 8, 51-63

Sahu, A. K. (2007). Measuring service quality in an academic library: an Indian case study. Library Review, 56(3), 234-243

Syukri, S. H. A. (2014). Penerapan Customer Satisfaction Index (CSI) dan analisis gap pada kualitas pelayanan Trans Jogja. Jurnal Ilmiah Teknik Industri, 13(2), 103-111

Suroto, Nindiani, A. & Purba, H. H. (2017). Students’ satisfaction on academic services in higher education using Importance-Performace Analysis. ComTech: Computer, Mathematics and Engineering Applications, 8(1), 37-43

Yousapronpaiboon, K. (2014). Servqual : Measuring higher education service quality in Thailand. Procedia - Social and Behavioral Sciences, 116, 1088–1095


Article Metrics

Abstract views : 7321 | views : 9604


  • There are currently no refbacks.

Copyright (c) 2018 Berkala Ilmu Perpustakaan dan Informasi

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.