The Influence of Service Quality on Library Users at Padang State Polytechnic

ABSTRACT: 

This research aims to measure and analyse the influence of service quality on library patrons' satisfaction at Padang State Polytechnic Library. The study is quantitative in nature, utilizing a questionnaire as the data collection instrument. The population and sample utilized are the students of Padang State Polytechnic. Using probability sampling technique, 130 samples were obtained, but the accurate number for use is 100 samples. The data analysis employed is the multiple linear regression analysis method. The research findings indicate that out of the 5 service quality variables used—tangible, reliability, responsiveness, assurance, empathy—3 variables have a significant impact, namely tangible, assurance, and empathy. Meanwhile, reliability and responsiveness show no significance.