服务质量维度对西苏门答腊省BPS图书馆访客满意度的影响

Proceedings of the 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018) Pub Date : 2019-04-01 DOI:10.2991/PICEEBA2-18.2019.63

Masruqi Arrazy, S. Evanita, Yulihasri

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引用次数: 0

摘要

本研究旨在分析西苏门答腊BPS图书馆服务品质对访客满意度的影响。本研究采用问卷调查的方式进行数据收集。本研究是一种描述性研究分析，旨在描述图书馆服务质量的特征。本研究的样本为121名受访者。本研究使用的数据分析技术包括描述性分析、单变量分析和多变量分析。结果表明:(1)服务质量的有形维度对游客满意度的影响最为显著且正向;(2)服务质量维度可靠性、保证性和共情性对游客满意度有显著的正向影响;(3)服务质量维度响应性具有显著负向影响。

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The effect of service quality dimension on satisfaction of BPS library visitors of West Sumatera Province

This study aims to analyze the dimensions of service quality on visitor satisfaction of BPS Library West Sumatra. This research is survey and use questionnaire as data collecting tool. This research is a descriptive research analysis, which has the purpose of describing the characteristics of the quality of library services. Sample in this study were 121 respondents. Data analysis techniques used in this study include descriptive analysis, univariate analysis, and multivariate analysis. The results showed: (1) Dimension of service quality that is tangible most significantly and positively influence on visitor satisfaction; (2) service quality dimension that is reliability, assurance and empathy have a significant effect and positively influence on visitor's satisfaction; (3) Dimension of service quality that is responsiveness has a negative and significant effect.

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Proceedings of the 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018)

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