THE QUALITY OF LIBRARY CIRCULATION SERVICE AT THE

DEPARTMENT OF LIBRARY AND ARCHIVES OF BENGKULU

PROVINCE

By

ELLY SETIAWATI
STUDENT REGISTRATION NUMBER: D2D013011
Supervisor (Pembimbing)
Co-Supervisor (Pembimbing Pendamping)

ABSTRACT

Library circulation service is one of public services at the Department of

Library and Archives of Bengkulu Province which deals directly with library
users. Library circulation service concerns on the problem of library images.
Whether or not library service is good, it is closely related to library circulation
services provided to users. This study aims to examine the quality of library
circulation service at the Department of Library and Archives of Bengkulu
Province Office. The type of research is qualitative descriptive. To find out the
quality of library circulation service carried out at the Department of Library and
Archives of Bengkulu Province, this research was conducted by using the
Servqual (service quality) method through five aspects of service quality namely
tangibles, reliability, responsiveness, assurance and empathy with 25 indicators.
The total respondents in this study were 28 people, consisting of 14 service users
and 14 library circulation service providers at the Department of Library and
Archives Service of Bengkulu Province. The results showed that service quality
on each aspect had not achieved satisfactory stage for the community of service
users, so that it is necessary to do improvement on the service quality particularly
on the aspects of physical evidence (tangibles), responsiveness and empathy.
Based on the results of the study that had been obtained, it is suggested that the
Library at the Department of Library and Archives of Bengkulu Province can
provide complete facilities that had not been available such as small mosque and
special rest rooms for visitors, in addition it needs to do improvement on the
facilities and infrastructures especially enhancement on server and computer
hardware for the use of machine of borrowing circulation (MPS) and online
public access catalog (OPAC) application in order for the service activities to be
implemented faster and more efficient. Besides, it is necessary to do some
improvement efforts on quality and quantity of human resources of service
providers so that the existing work load can be better implemented and the given
service can be more optimal.

Keywords: The quality of library circulation services