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Abstrak :
Penelitian ini bertujuan untuk mengukur kualitas layanan di perpustakaan berdasarkan harapan dan persepsi pengguna. Penelitian dilakukan pada Perpustakaan IAIN Sultan Maulanan Hasanuddin Banten. Responden penelitian terdiri dari 20 dosen di IAIN Sultan Maulana Hasanuddin Banten. Metode pengukuran yang dilakukan adalah Libqual +TM, yaitu metode pengukuran kualitas layanan perpustakaan berdasarkan harapan dan persepsi pengguna. Empat variabel yang diukur dalam penelitian ini, yaitu (1) access to information (2) affect of service, (3) personal control, (4) library as place. Temuan penelitian menunjukan bahwa layanan Perpustakaan IAIN Sultan Maulana Hasanuddin Banten secara umum belum memuaskan responden. Hal ini terlihat dari kesenjangan (gap) antara harapan minimum dan persepsi responden adalah -1,46 yang menunjukan bahwa adequacy gap berada dibawah batas toleransi (zone of tolerance). Sedangkan berdasarkan jenis layanan di perpustakaan, layanan sirkulasi memiliki adequacy gap -1.33, layanan internet -1,46 dan layanan referensi memiliki adequacy gap -1,57. Jadi seluruh jenis layanan yang ada di Perpustakaan IAIN Sultan Maulana Hasanuddin Banten belum memuaskan responden. Aspek yang memerlukan perbaikan mendesak diantaranya adalah: (a) Fasililtas fisik perpustakaan, seperti meja, bangku, rak buku, AC dan kesediaan listrik yang memadai, baik untuk layanan referensi, sirkulasi maupun layanan internet (b) Jumlah komputer untuk layanan internet yang kurang memadai (c) Koleksi buku dan majalah yang kurang memadai, terutama koleksi referensi dan buku-buku terbitan terbaru (d) Tidak tersedianya ruang khusus diskusi yang nyaman (e) Kemampuan dan jumlah petugas yang masih terbatas dalam melayani pengguna, terutama dalam hal mengevaluasi informasi dan mencari informasi di internet (f) Kurangnya petunjuk yang memudahkan pengguna untuk menemukan informasi yang dicari. ......The objective of this research is to measure the quality of library service in library based on expectation and user's perceived. This research was conducted in the Library of IAIN Sultan Maulan Hasanuddin Banten. Libqual +TM method was used that is quality of library service measurement based on user's expectation and user's perceived. There are for measured variables in this research those are (1) access to information (2) affect of service, (3) personal control, (4) library of place. The result shows that the quality of library service of IAIN Sultan Maulan Hasanuddin Banten is not satisfied the users. It shows from there is a gap between minimum expectation and their perceived about -1.46 and it means that adequacy gap is under zone of tolerance. Meanwhile, based on the service category in the library the adequacy gap of circulation service is -1.33, internet services is -1.46 and the adequacy gap of reference service is -1.57. So, for all service categories in the Library of IAIN Sultan Maulan Hasanuddin Banten were not satisfied to the users. From those findings, there are several aspect that still need improvement in meeting the users' demand including (a) library physical facility as table, desk, and bookcase, AC and sufficient electric for all reference services, circulation and internet services, (b) lack of computers in internet services, (c) book and magazine collections particularly for reference collections and the recent publication, (d) there is no particular comfortable space for discussion, (e) lack of staffs and their ability in giving service to the users, particularly in doing evaluation of the information and information searching on the internet, (f) lack of information direction to the user in searching the information needed.

Abstrak :
Penelitian ini bertujuan untuk mengetahui kualitas layanan perpustakaan Universitas Negeri Jakarta berdasarkan persepsi dan harapan pemustaka. Responden penelitian sebanyak 100 mahasiswa strata satu (SI) Universitas Negeri Jakarta. Metode pengukuran yang digunakan adalah metode LibQUALl yang terdiri dari empat dimensi, yaitu: Akses Informasi (Access to information), Kemampuan dan Sikap Pustakawan dalam Memberikan Layanan (Affect of Service), Petunjuk dan Sarana Akses (Personal Control), Fosilitas dan Suasana Ruang Perpustakaan (Library as Place). Data dianalisis secara deskriptif dengan mencari nilai rata-rata hasil jawaban responden dan disertai dengan diagramdiagram. Hasil penelitian menunjukkan bahwa pemustaka perpustakaan Universitas Negeri Jakarta memiliki harapan yang tinggi terhadap layanan perpustakaan. Secara umum kualitas layanan perpustakaan Universitas Negeri Jakarta belum memuaskan pemustaka yang ditunjukkan dengan nilai Adequacy Gap yang berada di bawah batas toleransi. Analisis setiap dimensi menunjukkan bahwa pemustaka perpustakaan Universitas Negeri Jakarta memiliki harapan yang tinggi terhadap setiap dimensi. Harapan minimum untuk setiap dimensi belum dapat dipenuhi sehingga pemustaka belum merasa puas terhadap layanan dalam dimensi LibQual bahwa tidak ada satu pun arapan minimum dalam setiap butir pemyataan layanan perpustakaan Universitas Negeri Jakarta yang dapat dipenuhi, sehingga menggambarkan bahwa pemustaka belum merasa puas terhadap layanan dalam setiap butir kualitas layanan di Universitas Negeri Jakarta. Sementara dari tingkat kepentingan, diketahui dimensi yang dianggap paling penting oleh pemustaka Universitas Negeri Jakarta adalah dimensi Access to Information (AI), diikuti dengan dimensi Library as Place (LP), Personal Control (PC), dan Affect of Service (AS). ......This study aims to determine the quality of Jakarta State University library services based on the perceptions and expectations of users. The research respondents were 100 undergraduate students (SI) at the State University of Jakarta. The measurement method used is the LibQUALl method which consists of four dimensions, namely: Access to information, the Ability and Attitude of Librarians in Providing Services (Affect of Service), Instructions and Facilities for Access (Personal Control), Fossils and Atmosphere of the Library Room (Library as Place). The data were analyzed descriptively by looking for the average value of the respondents' answers and accompanied by diagrams. The results showed that the library users of the State University of Jakarta have high expectations of library services. In general, the service quality of the Jakarta State University library has not been satisfactory to the users as indicated by the Adequacy Gap value which is below the tolerance limit. Analysis of each dimension shows that library users at the State University of Jakarta have high expectations for each dimension. The minimum expectations for each dimension have not been met so that the users are not satisfied with the service in the LibQual dimension that there is not a single minimum expectation in each item of the Jakarta State University library service statement that can be met, thus illustrating that the users are not satisfied with the service in each item. service quality at the State University of Jakarta. Meanwhile, from the level of importance, it is known that the dimensions that are considered the most important by users of the Jakarta State University are the Access to Information (AI) dimension, followed by the Library as Place (LP), Personal Control (PC) and Affect of Service (AS) dimensions.

Abstrak :
Fokus penelitian ini adalah mengukur kepuasan pemustaka terhadap kualitas layanan di perpustakaan STAIN Surakarta berdasarkan harapan dan persepsi pemustaka. Metode yang digunakan adalah LibQual+? untuk mengukur kualitas layanan perpustakaan berdasarkan tiga dimensi yang dijadikan indikator pengukuran yaitu Affect of Service (sikap petugas perpustakaan dalam melayani pemustaka), Information Control (ketersediaan koleksi dan kemudahan akses informasi) dan Library as Place (perpustakaan sebagai sebuah tempat). Teknik pengumpulan data menggunakan kuesioner atau angket. Hasil penelitian ini menunjukkan bahwa kualitas layanan yang diberikan telah memenuhi harapan pemustaka, dapat diartikan pula bahwa pemustaka puas terhadap layanan perpustakaan yang diterimanya. Dan tingkat kepuasan pemustaka berdasarkan kesenjangan (gap) antara persepsi dan harapan responden menunjukkan bahwa kualitas layanan perpustakaan STAIN Surakarta dinilai baik, berada pada ?zone of tolerance?, dimana kualitas layanan berada diantara tingkat harapan minimum yang dapat diterima dan tingkat harapan yang diinginkan (desired). ......The Focus of this study is to measure satisfaction of users to quality service in the library of State College of Islamic Studies (STAIN) Surakarta, based on users expectation and perception. The LibQual+? is the measure for this research and it?s 3 dimension used as research indicator, they were Affect of Service, Information Control and Library as Place. The data were collected by means of questionnaire. The result indicates that the quality of the services provided meets users expectations, it also means that users satisfied to a library service received. And indicate that the quality of library service is considered good, located in the "zone of tolerance", where the quality of service is between the minimum level of expectation that can be received and the desired level of expectations (desired).