The Influence of Service Quality on User Satisfaction with Library Usage as the Intervening Variable - Case Study of Universitas Airlangga Library

Agustina Masruroh, Helmy Prasetyo Yuwinanto

2018

Abstract

This study aims to determine the effect of service quality on library usage and user satisfaction, the influence of library usage on customer satisfaction and the effect of service quality on the satisfaction of the user with library usage as the intervening variable. The hypotheses will be known as either a direct or indirect influence. The sampling technique used in this research was random, via an explanative quantitative method. In the results obtained from the calculation of the first hypothesis, it can be seen that there is a significant influence between the quality of service on library usage with a t count> t table 2.091> 1.98. The calculations obtained from the second hypothesis show that there is a significant influence between the quality of service on reader satisfaction with a t count> t table 5.963> 1.98. The calculations obtained from the third hypothesis show that there is a significant influence between library usage to the reader satisfaction with a t count> t table 4.862> 1.98. The last hypothesis was that there is an influence from the service quality variable on the satisfaction of the user with library usage as the intervening variable with the direct influence result being 0.490 and the indirect influence being 0.080. However, the influence of the indirect variable still must be considered because it produces a bigger total influence; 0.57.

Paper Citation

in Harvard Style

Masruroh A. and Yuwinanto H. (2018). The Influence of Service Quality on User Satisfaction with Library Usage as the Intervening Variable - Case Study of Universitas Airlangga Library.In Proceedings of the 4th International Conference on Contemporary Social and Political Affairs - Volume 1: ICoCSPA, ISBN 978-989-758-393-3, pages 214-218. DOI: 10.5220/0008819302140218

in Bibtex Style

@conference{icocspa18,
author={Agustina Masruroh and Helmy Prasetyo Yuwinanto},
title={The Influence of Service Quality on User Satisfaction with Library Usage as the Intervening Variable - Case Study of Universitas Airlangga Library},
booktitle={Proceedings of the 4th International Conference on Contemporary Social and Political Affairs - Volume 1: ICoCSPA,},
year={2018},
pages={214-218},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008819302140218},
isbn={978-989-758-393-3},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Contemporary Social and Political Affairs - Volume 1: ICoCSPA,
TI - The Influence of Service Quality on User Satisfaction with Library Usage as the Intervening Variable - Case Study of Universitas Airlangga Library
SN - 978-989-758-393-3
AU - Masruroh A.
AU - Yuwinanto H.
PY - 2018
SP - 214
EP - 218
DO - 10.5220/0008819302140218