MODEL INCREASING SATISFIED BASED ON THE CUSTOMER VALUE: STUDY ON CUSTOMER AT LIBRARY STATE POLYTHECNIC OF JAKARTA
Abstract: More than 32 years
library State Polythecnic of Jakarta served civitas academica waiting oriented
(passive). Statistics data showed that customer of library State Polythecnic of
Jakarta last five years not significant. (Source: Anual Book Report 2014).
Because of that, its time to library management applied new paradigmn service
based on ‘the customer value.’ It means that applied with adagium customer will
increase followed by increasingly accredited higher education institution.
(Source: American Librarian Association, 2013) Claimed of National Institution
Accreditation is very important for State Polytechnic Of Jakarta in the future
(2029, PNJ go international) will be followed by Claimed of International
Institution Accreditation. Because of that, the role from customer is really
important to develop the State Polytechnic Of Jakarta. If customer feels
satisfied for pursuit State Polytechnic Of Jakarta’s Library, the impact is
following another outsearches. The aim of research (1) are knowing and
measuring (1) the costumer value, and (2) applied the costumer value, in order to
customer volume from years by years tend to significantly increase. (2) Having
a model to develop library and serve costumer base on the customer value in
order to applied to another units in State Polytechnic Of Jakarta. Metode of
research using descriptive analysis by spreading quesioner from some population
and taken sample after that change into table, tested and analysed and taken
the purpose. The definition of the newest edition from library glossarium is
the newest print between 1-5 period, meanwhile book of print between 5-10 is
called the old edition. Altough the book was a old version the frequence always
borrowed by the customers , so the book will still considered as the new one.
However the book that published more than 10 years was a rare book which is the
frequence often borrowed by the customers. Lets see the collection of the book
in library PNJ based on the tender of purchase in 2013.
Since a part of 807 book title, it’ll be 53 book title published between
1-5 years period. Those books the writer explained on Chapter IV. PNJ library
should be use ‘book showcase’, social media and website for informing the
newest book availability and active controlled and in secquencing. First, we
recommended to library managment on websites for avaliability ‘book delivery
order’ in order to student for not spending time. Second, to motivate students
visiting library of PNJ inform via student’s email that avaliability book
newest edition ready to lend.
Keywords: pemustaka, The
Customer Value, The Customer Satisfaction, book delivery order, book showcase
Penulis: Sudarno, Amirudin
Kode Jurnal: jpakuntansidd150633
