KUALITAS PELAYANAN DI PERPUSTAKAAN UNIVERSITAS MARITIM RAJA ALI HAJI TANJUNGPINANG

Abstract

Probality Sampling method with a sample of 367 respondents. The theory used is the Servqual (service quality) theory from Zeithaml.et.al (1990: 26) and the data analysis technique used in this study is SPSS For Windows. The results of this study indicate that the Quality Of Service At The University’s Maritime Library Of King Ali Haji Tanjungpinang in 2020 was tested from five dimensions and described from the 12 elements (U), U1 with the highest value of 66.8% in the "B" category. U2 with the highest score of 54.2% in the "B" category Good, U3 with the highest score of 65.7% in the "B" category Good, U4 with the highest score 72.2% in the "B" category Good, U5 with the highest score 52.3% in the "B" category Good, U6 with the highest score of 64.9% in the "B" category Good, U7 with the Highest score of 74.7% in the "B" category Good, U8 with the highest score of 68, 1% in the "B" category Good, U9 with the highest score of 42.5% in the "C" category is not good, U10 with the highest score of 44.1% in the "C" category Poor, U11 with the highest score of 37, 6 in the category "C" Not good, U12 with the highest score of 60.5% in the category "B" Good. The conclusion is that the Quality Of Service At The University’s Maritime Library Of King Ali Haji Tanjungpinang in 2020 with the highest score of 58.0% is included in the category "B" Good.