ABSTRAK

Tujuan penelitian Pelayanan Perpustakaan Umum pada Dinas Kearsipan dan Perpustakaan Kabupaten Murung Raya adalah mendeskripsikan Pelayanan Perpustakaan dan mendeskripsikan Kendala yang dihadapi dalam menyelenggarakan Pelayanan Perpustakaan Umum pada Dinas Kearsipan Kabupaten Murung Raya. Diharapkan dapat meningkatkan kualitas Pelayanan jasa untuk memenuhi kepuasan masyarakat sebagai pengunjung perpustakaan.

Pendekatan yang digunakandalampenelitianiniadalahpendekatankualitatif, sedangkan  tipe penelitian menggunakan tipepenelitiandeskriptif, yaitu semua data atau informasi yang didapat di lapangan (wawancara dan observasi) dan atau data dari kajian akademik lainnya (data dokumen dan perpustakaan) selanjutnya digambarkan (deskripsikan) atau dijelaskan, diinterprestasikan gejala-gejala yang  terjadi dilapangan tersebut secararincimengenaiKualitasPelayananPerpustakaan. Sedangkan analisa data dalampenelitiantersebut menggunakan analisis data kualitatifmenurut Miles danHuberman(1992) dalamIdrus (2009 : 69), yang disebutnyasebagaimodel interaktif.

Selain harus memiliki sumberdayamanusia yang memadaidansumberdayalainnyaberupasaranafisik, layanan yang diberikanolehPerpustakaanUmum pada Dinas Kearsipan dan Perpustakaan KabupatenMurung Raya harus memenuhi indikator : Berwujud (Tangibles),Keandalan (Reliability), Keresponsifan (Responsiveness), Jaminan (Assurance),  danEmpati (Empathy). Serta harus meningkatkan proses pelayanansehinggadapatberjalanlebihefektifdanmaksimaldenganmemperbaikisaranadanprasaranaperpustakaanumumnya, dan perlu adanya dukungan dari semua pihak termasuk meningkatkan jumlah anggaran.

Kata Kunci : Kualitas Layanan Publik, Perpustakaan.

ABSTRACT

The research objective of Public Library Services at the Archives and Libraries Service of Murung Raya Regency is to describe the Library Services and to describe the obstacles faced in carrying out Public Library Services at the Archives Service of Murung Raya Regency. It is hoped that it can improve the quality of services to meet community satisfaction as library visitors.

The approach used in this research is a qualitative approach, while the type of research uses descriptive type, namely all data or information obtained in the field (interviews and observations) and / or data from other academic studies (document and library data) are then described (describe). or explained, interpreted the symptoms that occur in the field in detail regarding the quality of library services. While the data analysis in this study used qualitative data analysis according to Miles and Huberman (1992) in Idrus (2009: 69), which he called an interactive model.

In addition to having adequate human resources and other resources in the form of physical facilities, the services provided by the Public Library at the Archives and Libraries of Murung Raya Regency must meet the following indicators: Tangibles, Reliability, Responsiveness, Guarantee (Assurance), and Empathy (Empathy). And it must improve the service process so that it can run more effectively and optimally by improving library facilities and infrastructure in general, and it is necessary to have support from all parties, including increasing the amount of the budget.

Keywords: Public Service Quality, Library.