The effect of service quality dimension on satisfaction of BPS library visitors of West Sumatera Province

DOI

10.2991/piceeba2-18.2019.63How to use a DOI?

Keywords

tangible, reliability, responsiveness, assurance, empathy, satisfaction

Abstract

This study aims to analyze the dimensions of service quality on visitor satisfaction of BPS Library West Sumatra. This research is survey and use questionnaire as data collecting tool. This research is a descriptive research analysis, which has the purpose of describing the characteristics of the quality of library services. Sample in this study were 121 respondents. Data analysis techniques used in this study include descriptive analysis, univariate analysis, and multivariate analysis.The results showed: (1) Dimension of service quality that is tangible most significantly and positively influence on visitor satisfaction; (2) service quality dimension that is reliability, assurance and empathy have a significant effect and positively influence on visitor's satisfaction; (3) Dimension of service quality that is responsiveness has a negative and significant effect.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Masruqi Arrazy
AU  - Susi Evanita
AU  - Yulihasri
PY  - 2019/04
DA  - 2019/04
TI  - The effect of service quality dimension on satisfaction of BPS library visitors of West Sumatera Province
BT  - Proceedings of the 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018)
PB  - Atlantis Press
SP  - 480
EP  - 487
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba2-18.2019.63
DO  - 10.2991/piceeba2-18.2019.63
ID  - Arrazy2019/04
ER  -