ii ABSTRACT
This research intend to find out service quality based on users perception a nd
expectation in four dimensions of , namely Access to Information, Affect of
Service, Personal Control, and Library as Place at UPT Perpustakaan STSI Bandung. The method used is descriptive quantitative method. Data collection techniques used in this research comes from two sources, which is primary data sources obtained through questionnaires with 95 respondents of student library users. Secondary data obtained through observation of the situation and condition of service, interview with the manager from UPT Perpustakaan STSI Bandung, a nd relevant literature study and the supporting analyzes in this research. Results of this research indicates that Affect of Information dimension and Affect of Service dimention assessed quite well with the overall positive AG value. Meanwhile Personal Control dimension assessed not good enough with 4-point negative AG valuable statements, specifically in statement of the instr uctions and guide user for using the service facilities at the library, statement of library automation system makes service circulation faster, statement of online service catalog / OPAC makes information retrieval easier and statement of library providing Internet services to access information. As well as for the Library as Place dimension assessed less well with the 2-point negative AG valuable statements, specifically in statement of library providing a comfortable space for users and statement of libr ary is open for discussion activities / learning together.
Keywords: Library quality services, , user satisfaction, college
