ABSTRACT
The purpose of this research was to identify students’ perceptions of quality attributes based on the LibQUAL model, identifying problems of the quality of library services by using the Fishbone Diagram and designing improvements that can be made by the head of the library. The approach used in this study was a qualitative approach with case study method. The qualitative approach allows researchers to conduct a fairly broad and in-depth discussion on a subject. The determination of dimensional attributes of the library services quality in this research was based on the LibQUAL model, consisting of library staff, library services, library collections and the library as a place. The next steps were to collect and analyze the results of a questionnaire distributed to the students, to conduct an in-depth interview with the head of the library as the decision-maker, to discuss the results of the analysis, and to find a solution using the Fishbone Diagram.
Through the results of the questionnaire data processing, it was found that only one attribute from 27 attributes had a positive value or otherwise satisfied, but 26 attributes were still in the tolerance zone. This meant that the library has been providing a quality service above the users’ minimum expectations, but it has not been able to provide superior service quality, or indeed as per users’ expectations. By interviewing the head of the library, it was found that the main factors lacking in the quality of library services were the quality of human resources and limited budget. The final result showed that the first proposed improvement was to provide training for improving the quality of human resources, and then to set up a performance measurement system for improving employee responsibilities. The second improvement was to meet the needs of the book collections with a limited budget.
