Aplied Customer Satisfaction Index (CSI) and Importance- Performance Analysis (IPA) to know Student Satisfaction Level of Sriwijaya University Library Services

Maiyanti, Sri Indra and Irmeilyana, Irmeilyana and Verawaty, Verawaty (2010) Aplied Customer Satisfaction Index (CSI) and Importance- Performance Analysis (IPA) to know Student Satisfaction Level of Sriwijaya University Library Services. In: Seminar Nasional Matematika dan Pendidikan Matematika, 30 Januari 2010, Universitas Muhammadiyah Malang.

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      Abstract

      To improve sriwijaya university library services, it’s necessary to evaluation satisfaction level of consumer. In this research, customer satisfaction index (CSI) use to know student satisfaction level of Sriwijaya University library services and importance performance analysis (IPA) to know which attributes of services need to improve. Data collect with Quetioner. It’s used non probability sampling. Variables of services in research are the registration/information services, care bags services, borrowing books, journals services loans, tesis services loans, copy services, TEEAL/internet services, and state library. The result of sudent satisfaction level of services as a whole can be seen from the value of CSI. It is 65,40%. It’s means the students feel quite satisfied on the university library Sriwijaya Indralaya but that performance is still not maximum. Importance-performance analysis show that attributes of services that must be improved in working are the friendlyness of the staff in registration/information, friendlyness of the staff in care bags, the existance of the staff bags, spotlessness care staff bags, the completeness of the book, book publish, the easiness of searching the journals from the position, ease the process of copy, the ease through a computer search for literatur , and cleanliness of library.

      Item Type: Conference or Workshop Item (Speech)
      Uncontrolled Keywords: Customer Satisfaction Index, Importance Performance Analysis, library services
      Subjects: H Social Sciences > HA Statistics
      Q Science > QA Mathematics
      Divisions: Faculty of Mathematics and Natural Sciences > Department of Mathematics
      Depositing User: Sri Indra Maiyanti
      Date Deposited: 01 Jun 2012 14:56
      Last Modified: 02 Jun 2012 03:00
      URI: http://eprints.unsri.ac.id/id/eprint/979

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