Pengaruh Kinerja Pegawai Perpustakaan Terhadap Kepuasan Pengguna Perpustakaan di Universitas Sumatera Utara

Abstract

This study aims to see the influence of library employee performance on user satisfaction in the University of North Sumatra Library. This study uses a quantitative approach of the correlational method to understand the relationship between variables. The Elaboration Likehood Model (ELM) communication theory by Robert Cialdini was used in this study. The population in this study is all individuals who have visited the USU Library. The research sampling technique was carried out by Accidental Sampling. The instrument used is a digital questionnaire using a google form which will be distributed to 392 research respondents. The research data was analyzed using single table analysis, cross table analysis, partial t-test, simultaneous f-test, and determination coefficient. The results of the study show that the performance of library employees on the satisfaction of USU Library users has a significant positive influence. Employee performance was able to explain its influence on Customer Satisfaction of 58.4% which based on the Guilford scale is included in the moderate/medium category and has a fairly high influence. Meanwhile, the remaining 41.6% is influenced by other variables that are not measurable such as physical facilities, availability of collections, service systems, information technology, and human resources