PENGARUH KUALITAS PELAYANAN PUBLIK TERHADAP KEPUASAN MASYARAKAT DI PERPUSTAKAAN UMUM KOTA SURABAYA
Keywords:
Collaborative Governance; Institutional Design; Foreign Exchange Village ProgramAbstract
Public service is a government effort to meet community needs in accordance with laws and regulations. In the context of libraries, service quality is a crucial factor because libraries function as information and literacy centers that must provide professional services to users. Library service quality is categorized as good based on five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. All dimensions are deemed valid and reliable, and received positive reviews from the public. This means that facilities, timeliness, staff response speed, competence, and attention to users have met expectations. Public satisfaction is also high, indicated by positive ratings for requirements, procedures, service time, costs, types of services, competence, staff behavior, complaint handling, and facilities and infrastructure. The type of service and facilities and infrastructure are the most dominant indicators influencing satisfaction. Regression results demonstrate that service quality has a positive and significant effect on public satisfaction, with R = 0.710 and R Square = 0.504, thus 50.4% of the variation in satisfaction can be explained by service quality. Overall, this study concludes that service quality is the primary and most determining factor in shaping library user satisfaction. Keywords: Public Services, Quality of Public Services, Public Libraries
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