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Abstract:
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Public libraries as one of the service facilities that provide various
sources of information that are commonly accessed by all levels of society. This
study aims to determine the effect of service quality and employee performance on
visitor satisfaction at the Brebes Regency Public Library. The method in this study
uses quantitative research whose data collection is by distributing questionnaires
to visitors at the Brebes Regency Public Library with sampling techniques using
non-probability sampling techniques totaling 92 respondents. The data is then
processed using a statistical data analysis application, namely SPSS 25. The
results of the study can be concluded as follows: Multiple regression results of
service quality and employee performance have a positive effect on visitor
satisfaction. The hypothesis test shows that the F test of service quality and
employee performance has a significant effect on visitor satisfaction. The results
of the service quality t test have a significant effect on visitor satisfaction, and
employee performance has a significant effect on visitor satisfaction at the Brebes
Regency Public Library. The result of the coefficient of determination of 0.698
means that visitor satisfaction at the Brebes Regency Public Library is 69.8%. |