Evaluation of Service Quality in Non-Formal Education Institution based on Customers' Socioeconomic Condition (Case Study: Community-based Library of Surabaya)

Trisetya, Khifti Haya (2020) Evaluation of Service Quality in Non-Formal Education Institution based on Customers' Socioeconomic Condition (Case Study: Community-based Library of Surabaya). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Indonesia tends to have low rankings in many international assessments about literacy. Community-based Library or Taman Baca Masyarakat (TBM) is one of Surabaya government’s attempt to increase literacy and community empowerment. However, during 2020, its utilization is only less than 18,9% which caused by activities that are not suitable for the community around, and many more. Currently, the service of TBM in Surabaya are not considering the socioeconomic condition that caused irrelevant service provided for the community. Therefore, visitors’ socioeconomic assessment was used to determine the socioeconomic condition and using economic and learning interest factors. Then, SERVQUAL method was implemented on each socioeconomic condition. The services were derived into 5 dimensions and 22 attributes to be evaluated. From the calculation, visitors’ service preferences were determined. It found that visitors’ service preference consists of comfortability, and trainings or other learning activities that are able to gain their interest to visit TBM. Other than that, it shows that the overall service quality according to high, moderate, and low socioeconomic visitors are below visitors’ expectation and shows the lack of service quality. Therefore, IPA was used to determined which service attributes to be prioritized on improvement. By using IPA method, the most prioritized service attributes to be improved are training or other learning availability and book collections that suitable with community needs, book collection condition, internet connection availability, operational time, and outdoor area. ====================================================== Indonesia cenderung memiliki peringkat rendah pada penilaian literasi internasional. Taman Baca Masyarakat (TBM) adalah salah satu upaya pemerintah Surabaya untuk meningkatkan literasi dan pemberdayaan masyarakat. Namun, selama tahun 2020, pemanfaatannya hanya kurang dari 18,9% yang disebabkan oleh kegiatan yang tidak sesuai untuk masyarakat sekitar, dan lainnya. Saat ini, layanan TBM di Surabaya tidak mempertimbangkan kondisi sosial ekonomi yang menyebabkan layanan yang tidak relevan kepada masyarakat. Oleh karena itu, penilaian sosial ekonomi pengunjung digunakan untuk menentukan kondisi sosial ekonomi menggunakan faktor ekonomi dan minat belajar. Kemudian, metode SERVQUAL diimplementasikan pada setiap kondisi sosial ekonomi. Layanan dibagi menjadi 5 dimensi dan 22 atribut untuk dievaluasi. Dari perhitungan tersebut, ditemukan bahwa preferensi layanan pengunjung terdiri dari kenyamanan, dan pelatihan atau kegiatan pembelajaran lainnya yang dapat menarik minat mereka untuk mengunjungi TBM. Selain itu, ini menunjukkan bahwa keseluruhan kualitas layanan menurut pengunjung dengan sosial ekonomi tinggi, sedang, dan rendah berada di bawah harapan mereka dan menunjukkan kurangnya kualitas layanan. Oleh karena itu, IPA digunakan untuk menentukan atribut layanan mana yang akan diprioritaskan pada peningkatan. Kemudian didapatkan bahwa atribut layanan yang paling diprioritaskan untuk ditingkatkan adalah pelatihan atau ketersediaan pembelajaran lainnya dan koleksi buku yang sesuai dengan kebutuhan masyarakat, kondisi buku, ketersediaan koneksi internet, waktu operasional, dan area outdoor.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Taman Baca Masyarakat, Sosial Ekonomi, SERVQUAL, Importance Performance Analysis (IPA), Community-based Library, Socioeconomic
Subjects: A General Works > AS Academies and learned societies (General)
A General Works > AS Academies and learned societies (General)

H Social Sciences > HC Economic History and Conditions > HC108 Market surveys.
Divisions: Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Khifti Haya Trisetya
Date Deposited: 26 Aug 2020 08:35
Last Modified: 26 Aug 2020 08:35
URI: https://repository.its.ac.id/id/eprint/80429

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