ANALISIS PENGARUH SERVICE QUALITY DAN PRODUCT QUALITY TERHADAP KEPUASAN PENGUNJUNG DI PERPUSTAKAAN

Abstract

The background of this research is due to the needs of society for information and education media as important things especially at college library. Educational institution such as universities are also a factor for the rapid development of information technology and society demand to improve services in education sector. This research is meant to analyze the influence of service quality and product quality to the customer satisfaction at the Library of ITS Master of Technology Management and to analyze the customer satisfaction has influence to the customer loyalty. The population is all students who have ever visited Library of ITS Master Technology Management. The sample collection technique has been done by using accidental sampling and 100 respondents have been selected as samples. The data analysis technique has been done by using multiple linear regressions. The result of the test shows that service quality and product quality variables have positive and significant influence to the customer satisfaction who have ever visited the Library of ITS Master Technology Management. Meanwhile, based on the partial determination coefficient value, product quality has become a variable with dominant influence to the customer satisfaction.
Keywords: Service Quality, Product Quality, and Customers’ Satisfaction.