Cadet Satisfaction Analysis On Library Facilities In Order To Prepare Human Resources In The Era Of Society 5.0 At The Indonesian Air Force Academy
The Indonesian Air Force Academy Library is a facility prepared by the Indonesian Air Force Academy whose task is to carry out support for the cadets and users in every activity at the Indonesian Air Force Academy. In this case, the AAU's library also requires attention, especially in terms of care and maintenance of the facilities in the AAU's library. To find out the cadet's satisfaction with the facilities in the AAU's library, it was done by distributing questionnaires to 36 respondents to find out the actual value and the expected value received by the cadets or SERVQUAL SCORE. The measurement of cadet's satisfaction is carried out on five dimensions, namely tangible, reliability, assurance, responsiveness, and empathy. From the measurement results, it is known that the 5 SERVQUAL dimension values have an actual value of 6.7 and an expected value of 7.4 so that there is still a gap of -0.7 . From this gap, each attribute is grouped into four quadrants based on the priority of improvement using the IPA (Importance-Performance Analysis) diagram.
A. Sebastian S, A. S. Junior, A. Josefanny S, N. E. Kezia and S. Hendra, "Peran Pendidikan dalam Perkembangan Era Society 5.0," Jakarta, 2021.
Akademi Angkatan Udara, Program Taruna Gemilang, 1 ed., Yogyakarta, 2021.
D. Sinaga, in Mengelola Perpustakaan Sekolah, Jakarta, Kreasi Media Utama, 2007, p. 15.
F. R. Gerson, in Mengukur Kepuasan Pelanggan, Jakarta, Penerbit PPM, 2017.
V. Parasuraman, Zeithmal and A. Malhotra, "E-S-QUAL A Multiple-Item Scale for Assesing Electronic Service Quality," in Journal of Service Research, 2005.
V. Parasuraman, Zeithmal and L. Berry, in Delivering Quality Service : Balancing Customer Perception and Expectatons, The Free Press, 1990.
Alexandria and A. Curry, "Managin Service Quality," Service improvements in public services using servqual, vol. 11, no. 6, pp. 389-401, 2001.
P. Suwignjo, "Sistem Pengukuran Kinerja: Sejarah Perkembangan dan Agenda Penelitian ke," in Proceeding Seminar Nasional Performance Management, Hotel Wisata, Jakarta, 2000.
F. Tjiptono, in Service Manajemen Mewujudkan Layanan Prima, Yogyakarta, CV Andi Offset, 2012.
S. Muchyidin, Mihardja and I. Sasmita, in Perpustakaan, Bandung, PT Puri Pustaka, 2008, pp. 41-42.
A. Buxbaum, "Library Services," Jakarta, Murni Kencana, 2004, p. 12.
P. K. Kotler, Manajemen Pemasaran Jilid I Edisi 12, Jakarta: PT. Indeks, 2007.
Sidabutar and D. Lesmina Hariati, in Studi Identifikasi Faktor Faktor yang Mempengaruhi Kepuasan Kerja Pada Badan Narkotika Nasional Provinsi Sumatra Utara, Universitas Medan Area, 2016.
Copyright (c) 2021 Rezki Fitra Ramadhan, Gagat Riano, Ismoyo Ismoyo
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.