Analisis Tingkat Kepuasan Mahasiswa terhadap Pelayanan Perpustakaan Manasse Malo menggunakan Metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI)
DOI:
https://doi.org/10.55606/jutiti.v6i1.7499Keywords:
Customer Satisfaction Index, Importance Performance Analysis, Library Services, SERVQUAL, Student SatisfactionAbstract
This study aims to analyze the level of student satisfaction with the services of the Manasse Malo Library at the Institute of Social and Technology Widuri using the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods. The research employs a quantitative descriptive approach with data collected through observation, interviews, and questionnaires distributed to 55 students from various study programs. The questionnaire was developed based on the five SERVQUAL dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Validity and reliability tests using SPSS show that all items are valid and reliable (Cronbach’s Alpha > 0.7). The results indicate that the Assurance dimension obtained the highest satisfaction score (4.10), while Empathy had the lowest (3.20). The IPA results show that most attributes are in Quadrant II (maintain performance), while a few attributes, such as security and empathy, are in Quadrant I (high priority for improvement). The CSI score of 79.02% indicates that students are very satisfied with the library services overall. This means that most service attributes have met or exceeded user expectations. However, improvements are needed in digital service transformation and personalized assistance to better address students’ needs. The results of this study are expected to serve as input for developing policies to improve digital-based library services in the future.
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