Pengaruh Service Excellence dan Handling Complaint Terhadap Kepuasan Pemustaka Pascasarjana Universitas Muhammadiyah Sumatera Utara (UMSU)

Authors

  • Maretta Ginting Universitas Sari Mutiara Indonesia
  • Ronnie Togar Mulia Sirait Universitas Sari Mutiara Indonesia
  • Hilda Syaf'aini Harefa Universitas Sari Mutiara Indonesia

DOI:

https://doi.org/10.30829/jipi.v8i1.15692

Keywords:

Service Excellence, Handling Complaint, User Satisfaction

Abstract

This study aims to identify and analyze service excellence which has a positive and significant partial effect on user satisfaction, to determine and analyze complaint handling which has a positive and significant partial effect on user satisfaction and to determine and analyze service excellence and complaint handling which have a positive and significant effect simultaneously. on user satisfaction at the Postgraduate Library of Muhammadiyah University of North Sumatra (UMSU). The type of research used is descriptive quantitative. The population in this study was 1,419 members of the Postgraduate Library. The sample in the study was 93 respondents using the Simple Random Sampling technique. The analytical method used is instrument test, classical assumption test, hypothesis test, coefficient of determination test and multiple linear regression analysis. The results showed (1) Based on the Partial Test (t test) service excellence has a positive and significant effect on user satisfaction at the Postgraduate Library of Muhammadiyah University of North Sumatra (UMSU), (2) complaint handling has a positive and significant effect on user satisfaction at the Postgraduate Library of Muhammadiyah University North Sumatra (UMSU), (3) Based on the Simultaneous Test (F Test) service excellence and complaint handling simultaneously have a positive and significant effect on user satisfaction at the Postgraduate Library of Muhammadiyah University of North Sumatra (UMSU).

Author Biographies

Maretta Ginting, Universitas Sari Mutiara Indonesia

ManajemenFakultas Ekonomi dan Ilmu SosialUniversitas Sari Mutiara Indoneisa

Ronnie Togar Mulia Sirait, Universitas Sari Mutiara Indonesia

ManajemenFakultas Ekonomi dan Ilmu SosialUniversitas Sari Mutiara Indoneisa

Hilda Syaf'aini Harefa, Universitas Sari Mutiara Indonesia

Perpustakaan dan Sains InformasiFakultas Ekonomi dan Ilmu SosialUniversitas Sari Mutara Indonesia

References

Amalina, Nurriska. (2015). Hubungan Antara Pelayanan Prima (Service Excellence) Dengan Kepuasan Pemustaka Di Perpustakaan Universitas Pendidikan Indonesia (UPI). Edulibinfo. 2(2). Pg. 144-151

Barata, A.A. (2004). Dasar - Dasar Pelayanan Prima: Persiapan Membangun Budaya Pelayanan Prima Untuk Meningkatkan Kepuasan Dan Loyalitas Pelanggan. Jakarta: Elex Media Komputindo

Muin, Muh. Azwar. (2014). Information Literacy Skills: Strategi Penelusuran Informasi Online. Makassar: Alauddin University Press

Putri, Siti Aisyah Shavira Zhulfa Eka dan Widarko, Agus. (2021). Pengaruh Citra Perusahaan, Penanganan Keluhan, Kualitas Pelayanan, Kepercayaan Terhadap Loyalitas Melalui Kepuasan Pelanggan Sebagai Intervening (Studi Kasus Pada Pelanggan Shavira Catering & Service). Jurnal Riset Manajemen. 10(9)

Rosady, Ruslan. (2001). Manajemen Public Relations dan Media Komunikasi (Konsepsi dan Aplikasi). Jakarta: Raja Grafindo Persada

Siddiqi, Sugandha Mobin Shama Tahmeem dan Kahn, Kabir Ahmed. (2018). Impact of Costumer Relationship Management on Custumer Loyalty: Evidence from Banglade's Banking Industry. International Journal of Business, Economics and Law. 15(5), pg. 2289-1552

Siregar, Sofyan. 2019. Statistik Parametrik Untuk Penelitian Kuantitatif. Jakarta: Bumi Aksara

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta

Downloads

Published

2023-05-29

Issue

Vol. 8 No. 1 (2023)

Section

Research Articles

License

COPYRIGHT

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  2. 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 acknowledgment of its initial publication in this journal.
  3. 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 (See The Effect of Open Access).
LICENSE

JIPI: Jurnal Ilmu Perpustakaan dan Informasi is published under the terms of the Creative Commons Attribution-ShareAlike 4.0 International License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.