Evaluasi Kualitas Layanan Perpustakaan SDN 1 Padasuka Lembang Dengan Pendekatan Service Quality (SERVQUAL)

Abstract

One of the causes of low reading interest among elementary school students is poor school library services. This study was conducted at SD Negeri 1 Padasuka Lembang. The purpose of this study was to evaluate the quality of library services that support students' reading interest. The Servqual quantitative method was used for this study. Data were collected by distributing questionnaires to 83 students from grades V and VI. Based on the five dimensions of Servqual: tangibles, reliability, responsiveness, assurance, and empathy, the research instrument was used to measure the gap between students' perceptions and expectations of library services. The results showed that each dimension had a negative gap value, with the dimensions of tangibles, empathy, and reliability having the largest gap values. These findings indicate that several factors causing students to be dissatisfied with library services are inconsistency in service, limited individual attention to student needs, and inadequate library conditions. According to this study, improving library services, particularly in terms of facilities, reading material collections, and management professionalism, is very important for creating a good literacy environment and encouraging reading interest among elementary school students.