Analisis Kualitas Layanan dan Kepuasan Pengunjung Perpustakaan Kampus A Universitas Nahdlatul Ulama Surabaya (Unusa)
Keywords:service quality, customer satisfaction, importance performance analysis
This research conducted a survey respondents visitors to 100 library campus a
Unusa. The purpose of this research is to assess the level of the quality of services and
satisfaction visitors library campus a Unusa, so that it can be known how big level the
quality of services and satisfaction visitors library. Research methodology it uses research
quantitative so that can be described clearly of the level of the quality of services and
satisfaction visitors library campus a Unusa. This research uses the importance performance
analysis (ipa) used to know position strength and weakness of the indicators used.
The result of research is obtainable 19 an indicator of the measurement of the quality of
services library. In addition, this research results from for variables reliability and assurance
having the same as it lies in quadrant two, while the rest those are variable tangible,
responsiveness and empathy located at quadrant three.