Faktor Institusional sebagai Determinan Kualitas Layanan yang Dipersepsikan di Perpustakaan Akademik: Studi Perpustakaan Universitas di Negara Bagian Edo, Nigeria
DOI:
https://doi.org/10.22373/xayp1768Kata Kunci:
Institutional Factors, Service Quality, Servqual, Academic Libraries, Faktor Institusional, Kualitas Layanan, Perpustakaan AkademikAbstrak
Perpustakaan akademik merupakan bagian fundamental dari sistem pendidikan universitas di seluruh dunia, berfungsi sebagai pusat utama untuk akses pengetahuan dan dukungan akademis. Namun, kualitas layanan perpustakaan sangat bervariasi berdasarkan kondisi institusional dan sistem dukungan yang ada. Penelitian ini mengkaji bagaimana faktor-faktor institusional mempengaruhi kualitas layanan yang dipersepsikan dari perpustakaan universitas di Negara Bagian Edo, Nigeria. Penelitian ini menggunakan desain survei deskriptif, mengumpulkan data dari 202 staf perpustakaan yang bekerja di enam universitas di negara bagian tersebut. Instrumen pengumpulan data menilai dimensi kualitas layanan, mekanisme dukungan institusional, dan tantangan dalam penyampaian layanan. Hasil penelitian menunjukkan bahwa kualitas layanan perpustakaan berada di atas rata-rata, dengan reliabilitas menjadi dimensi layanan yang paling tinggi dinilai. Faktor-faktor institusional kritis yang mempengaruhi kualitas layanan meliputi sistem dukungan teknis, program pelatihan staf, tingkat pendanaan, fasilitas teknologi informasi dan komunikasi, serta dukungan manajemen. Penelitian ini mengidentifikasi tantangan signifikan, terutama infrastruktur yang tidak memadai seperti pasokan listrik yang tidak teratur dan sumber daya yang terbatas. Analisis statistik mengungkapkan hubungan positif yang kuat antara faktor institusional dan kualitas layanan, dengan faktor institusional menjelaskan 55,1% dari variasi dalam hasil kualitas layanan. Dukungan teknis muncul sebagai prediktor paling signifikan terhadap kualitas layanan di antara semua faktor institusional yang diteliti. Temuan penelitian menunjukkan bahwa faktor-faktor institusional secara substansial menentukan kualitas layanan perpustakaan di lingkungan universitas. Penelitian ini merekomendasikan intervensi institusional yang komprehensif dengan fokus pada pengembangan infrastruktur, alokasi sumber daya yang memadai, dan peningkatan sistem manajemen untuk meningkatkan kualitas layanan perpustakaan di universitas-universitas Nigeria. Wawasan ini berharga bagi administrator universitas, manajer perpustakaan, dan pembuat kebijakan yang berupaya meningkatkan efektivitas perpustakaan akademik di lingkungan dengan sumber daya terbatas.
Kata Kunci: Kualitas Layanan, Faktor Institusional, Perpustakaan Universitas, Staf Perpustakaan, Negara Bagian Edo
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Hak Cipta (c) 2026 Etinosa James Omwanghe, Nosakhare Igho-Osagie
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