Pengaruh Pelayanan Terhadap Kepuasan Yang Berimplikasi Pada Loyalitas Pengunjung (Studi Kasus Perpustakaan KRB-LIPI)

Abstract

Broadly speaking, the library can be divided into two types, namely special libraries and public libraries. One example of a special library is library Kebun Raya Bogor-LIPI, categorized as special libraries because under Kebun Raya Bogor (KRB) which is responsible for providing a variety of information sources / scientific literature to meet the information needs of staff employees KRB. The services provided by the library in order to meet the information needs of visitors is always increasing, however, the data from the last three years of declining visitor arrivals and fluctuations for staff employees ( researchers, staff ) and other visitors ( students, student, general ). Therefore, the library KRB - LIPI need to know what factors influence the services that will create visitor satisfaction which has implications for loyalty. This study was conducted to determine the influence of satisfaction on service that will form the visitor loyalty with services consisting of electronic resources, printed publications, other services, facilities engineering, environmental library, employee services, user value, and satisfaction. The data used is primary data obtained from questionnaires and analyzed using SEM analysis tool with the software SmartPLS. Based on the results of the PLS software processing, the result is that the service employees do not significantly influences on loyalty but significant influences on satisfaction, and visitors as well as with values that are not significantly affected by the service employees. So that electronic resources, printed publications, visitor value and satisfaction are sigifikan influence the loyalty