Analisis Kualitas Layanan Sistem Informasi Inlislite Menggunakan Metode Servqual (Studi Kasus: Dinas Perpustakaan dan Kearsipan Kota Samarinda)

S, Nur Mutiara (2025) Analisis Kualitas Layanan Sistem Informasi Inlislite Menggunakan Metode Servqual (Studi Kasus: Dinas Perpustakaan dan Kearsipan Kota Samarinda). S1 Sistem Informasi thesis, STMIK WIDYA CIPTA DHARMA.

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Abstract

Penelitian ini bertujuan untuk menganalisis kualitas layanan Sistem Informasi INLISLITE di Dinas Perpustakaan dan Kearsipan Kota Samarinda, khususnya dalam penelusuran informasi melalui Integrated Library System (Inlislite). Metode SERVQUAL digunakan untuk mengukur harapan dan persepsi pengguna terhadap kualitas layanan. Data dikumpulkan melalui kuesioner yang diuji validitas dan reliabilitasnya. Hasil pengujian menunjukkan semua instrumen valid dengan nilai Cronbach’s Alpha 0,669, melebihi ambang batas reliabilitas 0,6. Analisis regresi linier berganda menunjukkan konstanta 3,211, menandakan variabel independen memberikan kontribusi signifikan terhadap kualitas layanan. Uji F dan uji T menunjukkan bahwa variabel-variabel seperti Tangibles, Reliability, Emphaty, Responsiveness, dan Assurance, baik dari harapan maupun persepsi, memiliki pengaruh signifikan terhadap kualitas layanan dengan nilai F hitung 44,364 (p < 0,05). Penelitian ini menyimpulkan bahwa pengelolaan faktor-faktor layanan yang baik mampu meningkatkan kepuasan pengguna terhadap sistem informasi perpustakaan. Kata Kunci : Harapan, Kualitas, Persepsi, Perpustakaan, Kepuasan. ============================================================ This study aims to analyze the quality of INLISLITE Information System services at the Library and Archives Office of Samarinda City, especially in information searches through the Online Information System. Samarinda City, especially in information search through the Integrated Library System (Inlislite). The SERVQUAL method is used to measure user expectations and perceptions of service quality. service quality. Data were collected through a questionnaire that was tested for validity and reliability. The test results show that all instruments are valid with a value of Cronbach's Alpha value of 0.669, exceeding the reliability threshold of 0.6. Analysis of multiple linear regression analysis shows a constant of 3.211, indicating the independent variables contribute significantly to service quality. independent variables contribute significantly to service quality. F test and T tests show that variables such as Tangibles, Reliability, Emphaty, Responsiveness, and Assurance, both from expectations and perceptions, have a significant influence on service quality. Perceptions, have a significant influence on service quality with a value of F count 44.364 (p < 0.05). This research concludes that good management of service factors are able to increase user satisfaction with library information system. Keywords: Expectations, Quality, Perceptions, Library, Satisfaction.

Item Type: Thesis (S1 Sistem Informasi)
Additional Information: Pembimbing 1 : H. Pajar Pahrudin, S.Kom., MH Pembimbing 2 : Ivan Haristyawan, S.T., M.M
Uncontrolled Keywords: Harapan, Kualitas, Persepsi, Perpustakaan, Kepuasan.
Subjects: Q Science > QA Mathematics
Q Science > QA Mathematics > QA76 Computer software
Divisions: Sistem Informasi
Depositing User: Ms mutiara saleh
Date Deposited: 12 Feb 2025 02:48
Last Modified: 12 Feb 2025 02:48
URI: http://repository.wicida.ac.id/id/eprint/6095

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