Yunita Nugraha Putri, Dinda (2025) Pengaruh Kualitas Pelayanan Publik terhadap Kepuasan Masyarakat di Perpustkaan Umum Kota Surabaya. (The Influence of Public Service Quality on Public Satisfaction in Surabaya City Public Libraries). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Pelayanan publik merupakan upaya pemerintah untuk memenuhi kebutuhan masyarakat sesuai dengan peraturan perundang-undangan. Dalam konteks perpustakaan, kualitas pelayanan menjadi faktor penting karena perpustakaan berfungsi sebagai pusat informasi dan literasi yang harus memberikan layanan profesional kepada pengguna. kualitas pelayanan perpustakaan berada pada kategori baik berdasarkan lima dimensi utama, yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Seluruh dimensi tersebut dinilai valid, reliabel, dan mendapat penilaian positif dari masyarakat, yang berarti fasilitas, ketepatan waktu, kecepatan respons petugas, kompetensi, serta perhatian kepada pengguna telah memenuhi harapan. Tingkat kepuasan masyarakat juga tergolong tinggi, ditunjukkan oleh penilaian positif pada persyaratan, prosedur, waktu pelayanan, biaya, jenis layanan, kompetensi, perilaku petugas, penanganan pengaduan, serta sarana dan prasarana. Jenis layanan dan sarana prasarana menjadi indikator yang paling dominan dalam memengaruhi kepuasan. Hasil regresi membuktikan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan masyarakat dengan nilai R = 0.710 dan R Square = 0.504, sehingga 50,4% variasi kepuasan dapat dijelaskan oleh kualitas pelayanan. Secara keseluruhan, penelitian ini menyimpulkan bahwa kualitas pelayanan merupakan faktor utama dan paling menentukan dalam membentuk kepuasan pengguna perpustakaan.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Pelayanan Publik, Kualitas Pelayanan Publik, Perpustakaan Umum |
| Subjects: | Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik |
| Depositing User: | 1112200013 Dinda Yunita Nugraha Putri |
| Date Deposited: | 07 Oct 2026 05:08 |
| Last Modified: | 07 Oct 2026 05:08 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/42512 |
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