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- Title
Library Service Quality and Student Trust: A Case Study of the University of Sumatera Utara Library, Indonesia.
- Authors
Hasugian, Jonner; Lubis, Dirmansyah
- Abstract
This study, conducted at the University of Sumatera Utara (USU) Library, aims to know the effect of service quality on customer trust and to determine student trust in library services based on levels of education. The research applied survey methods with quantitative approaches. Samples are determined using the Taro Yamane formula. The questionnaire covers 22 items of three LibQUAL dimensions. Data analysis techniques were performed using Structural Equation Modeling statistical analysis and path analysis by using the Lisrel version 8.5 application program. The results showed that service quality has a positive and significant effect on student trust. The level of trust in the library varies based on the levels of education. The dimensions of service quality with a positive and significant effect on student trust are the information control and the library as a place.
- Subjects
SUMATERA Utara (Indonesia); INDONESIA; SERVICE learning; SERVICES for students; STRUCTURAL equation modeling; PATH analysis (Statistics); QUALITY of service; CUSTOMER services
- Publication
DESIDOC Journal of Library & Information Technology, 2021, Vol 41, Issue 5, p345
- ISSN
0974-0643
- Publication type
Article
- DOI
10.14429/djlit.41.5.16406