ABSTRACT

Khoerul Rhamadhani S, 2019. Management. Effect of Circulation Service

Quality on Pangkalan Bun Public Library Member Satisfaction. Advisor I: Siti
Khotimah, SE, MM and Supervisor II: Drs.Bakhtiar.HM, MM.
Basically an organization or company that carries out public service
activities is required to do the best quality service to satisfy the consumer or
member. The author formulates the problem as follows: Is the direct evidence
variable, reliability, responsiveness, assurance, empathy influential partially and
together with satisfaction of members of the Pangkalan bun Public Library ?,
while the aim is to know the effect of direct evidence variables, reliability,
responsiveness, assurance empathy partially and together with satisfaction of
members of the Pangkalan Bun Public Library.
The object of the research is at the Pangkalan Bun Public Library which is
located at Jl. Sutan Syahrir No. 15 Pangkalan Bun. The method of analysis with
multiple linear regression analysis and t test and f test.
The results showed that the obtained value coefficient of determination
2)​
(R​ of 0.607 suggesting that a large percentage of members who can dijelaskans
satisfaction by the independent variable (direct evidence, reliability,
responsiveness, assurance and empathy amounted to 60.7% while rest of 39 , 3%
is explained by other variables not submitted in this
of the t test partially for direct evidence variables ​(t​count
study.Conclusion2,284> t​table 1.66159),
​ ​reliability ​(t​count 2,000> t​table 1,66159)​
​ , and
collateral ​(t​count 3.453> t​table 1.66159)
​ while forvariables responsiveness ​(t​count 0.070
<t​table 1.66159)
​ and empathy (t​count 1.348 <t​table 1.66159)
​ ​with this as evidenced by
the existence of t-count> t-table, it can be concluded that forvariables ​direct
evidence, reliability, and guarantees have a significant effect on member
satisfaction and whereas for variables proven by t-count <t-table it can be
concluded that they are not significant effect on the satisfaction of members of
the Pangkalan Bun Public Library.
While simultaneous f test all variables (​direct evidence, reliability,
responsiveness, assurance and empathy) get a value of ​28,363> 1.91 or (f​count >
f​table​) with this it can be concluded that all variables ​(​direct evidence, reliability,
responsiveness, assurance and empathy) have a significant influence on the power
of members of the Pangkalan Bun Public Library.

Keywords: Service Quality, Circulation, and Member Satisfaction