Library Service Quality and Student Trust A Case Study of the University of Sumatera Utara Library, Indonesia

Abstract

This study, conducted at the University of Sumatera Utara (USU) Library, aims to know the effect of service quality on customer trust and to determine student trust in library services based on levels of education. The research applied survey methods with quantitative approaches. Samples are determined using the Taro Yamane formula. The questionnaire covers 22 items of three LibQUAL dimensions. Data analysis techniques were performed using Structural Equation Modeling statistical analysis and path analysis by using the Lisrel version 8.5 application program. The results showed that service quality has a positive and significant effect on student trust. The level of trust in the library varies based on the levels of education. The dimensions of service quality with a positive and significant effect on student trust are the information control and the library as a place.