Kualitas Pelayanan Publik Di Dinas Perpustakaan Umum dan Arsip Kota Malang
Layanan Perpustakaan Keliling
Abstract
This study aims to evaluate the quality of mobile library services provided by the Public Library and Archives Office of Malang City. Data analysis reveals that the mobile library service has high-quality standards, as reflected in the high user satisfaction levels. Users expressed satisfaction with the availability of books, service accessibility, and the professionalism of the library staff. The findings align with previous studies that show mobile libraries effectively increase reading interest and expand literacy access in areas with limited stationary library services. Furthermore, this research contributes to the theory of mobile library services by proposing new variables such as operational flexibility and community involvement. The practical implications of this study include recommendations for the Malang City Library Office to enhance its services and provide policy references for the development of mobile library programs in other regions.
Downloads
References
Arumsari, R., & Krismayani, I. (2016). Peran Perpustakaan Keliling dalam Menumbuhkan Minat Baca Masyarakat Desa Kepek Kecamatan Saptosari Kabupaten Gunungkidul. Jurnal Ilmu Perpustakaan, 5(4), 61–70.
Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1990). Five imperatives for improving service quality. MIT Sloan Management Review, 31(4), 29.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
Husamah, H., Suwono, H., Nur, H., & Dharmawan, A. (2022). Environmental education research in Indonesian Scopus indexed journal: A systematic literature review. JPBI (Jurnal Pendidikan Biologi Indonesia), 8(2), 105–120. https://doi.org/10.22219/jpbi.v8i2.21041
Kamba, M. A. (2009). Access to information: The dilemma for rural community development in Africa.
Meriana, M., & Nelisa, M. (2013). Efektivitas Pengelolaan Perpustakaan Keliling dalam Meningkatkan Minat Baca Masyarakat di Kantor Perpustakaan Arsip dan Dokumentasi Kota Padang. Ilmu Informasi Perpustakaan Dan Kearsipan, 2(1), 511–530.
Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Copyright (c) 2024 Arif Nur Rokhman
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
