DESAIN PELAYANAN BERDASARKAN VOICE OF THE CUSTOMER PADA PERPUSTAKAAN FAKULTAS EKONOMI UNIVERSITAS SEMARANG
ABSTRACT: Library is one of
the units at an educational institution that functions as a support in the
activities of teaching and learning process. This study aimed to customer
requirement attribute in services and technical requirements form a library of
the Faculty Economy, Semarang University by identifying the 22 service
attributes which are classified into five dimension of service quality that is
tangible, reliability, responsiveness, assurance and empathy. With take a
sample of 97 students of Economic Faculty and using Quality Function Deployment
method of analysis obtain to result of service quality dimensions have an
average value of interest rate between 4,2 to 4,8 (between important to very
important). This mean that all dimensions of the service is very important for
students and should be a concern for a library managers in FE USM when
attempting to satisfy the student with completed books in this study were
categorized as tangible dimensions of the first rank the level of interest with
an average rating of 4.8. Based on the level of kindness, the library service
has an average rating 3.1 – 3.5 (neutral). The lowest value derived form
tangible dimensions with an average score of 3.1 which is caused because the
number of books and journals that have not been quite as well as computerized
catalog that is not from the matrix relationship (Relationship grid) note that
all customer are met by design requirement. The first priority of design
requirements is the service employees, the second priority is the content
library, the third priority is the library facility, the fourth priority is the
library rules, the fifth priority is the room design of library and last
priority is the library administration. From the correlation matrix is known
there are two synergistic relationship and three conflict relationship. The
relationship synergy occur in library with library facilities. The relationship
synergy also occurs in the content library ministry employees. Relationship
conflicts occur in the library with the contents of library facilities,
administrative staff with library regulations.
Penulis: Tri Endang Yani, Yuli
Budiati, Sri Purwantini
Kode Jurnal: jpantropologidd100010
