Tanggapan Pengguna terhadap Layanan Mini Kino Perpustakaan Goethe Institute Bandung dalam Memenuhi Kebutuhan Informasi.

v ABSTRAK

vi ABSTRACT

The purpose of this research is knowing the responses from Mini Kino service

users in Bandung Goethe Institute based on their preception and expectation for five

Servqual dimension which is consisted of tangible, reliability, responsiveness,

assurance, and emphaty. The method used for this research is survey method. The

population in this research is the whole users which are listed as the members of

Goethe Institute Library. The sampling used in this research is accidental sampling

with 58 respondents as sample. The location for this research is Goethe Institute

Library. The result showed that the gap between perception and expectation of the

users observed from tangible, reability, responsiveness, assurance, and emphaty had

negative score which means these five dimensions hadn’t fulfill the expectation of the

users.