PENGARUH KUALITAS KINERJA PELAYANAN PUBLIK TERHADAP KEPUASAN PENGUNJUNG PADA PERPUSTAKAAN BANK INDONESIA SUMATERA UTARA

Authors

  • Ester Yohana Simanjuntak Universitas Negeri Medan
  • Hani Puspita Maharani Universitas Negeri Medan
  • Herikson Muksa Putra Sitanggang Universitas Negeri Medan
  • Herlina Bernadecka Sidauruk UNIMED
  • Meilany Putri Effendi Universitas Negeri Medan
  • Nabila Balqis Universitas Negeri Medan
  • Naisyah Qila Syafitri Universitas Negeri Medan
  • Nisa Ul Mahfuzha Naution Universitas Negeri Medan

DOI:

https://doi.org/10.23969/jp.v11i02.51717

Keywords:

Service quality, Visitor satisfaction, Library

Abstract

This study aims to determine the effect of the quality of public service performance on visitor satisfaction at the Bank Indonesia Library of North Sumatra. This research used a quantitative method with a survey approach involving 55 library visitors selected as respondents. Data were collected through questionnaires and analyzed using the Statistical Package for the Social Sciences (SPSS) through validity testing, reliability testing, descriptive statistical analysis, Pearson correlation, and simple linear regression. The results show that the quality of public service performance has a positive and significant effect on visitor satisfaction. The better the quality of service provided, the higher the level of satisfaction experienced by visitors. The findings also indicate that service quality plays an important role in improving library visitor satisfaction. Therefore, library management needs to continuously improve service quality, including facilities, service speed, and staff attitudes in serving visitors. This study is expected to serve as an evaluation tool and provide input for the Bank Indonesia Library of North Sumatra in efforts to improve service quality for the community.

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Published

2026-06-11

Issue

Vol. 11 No. 02 (2026): Volume 11 No. 2, Juni 2026 Release

Section

Articles

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