Rekomendasi Pengembangan Fasilitas Layanan Bagi Lansia dan Disabilitas Berdasarkan Tingkat Kepuasan Pengguna di Perpustakaan Nasional.

Abstract

Perpustakaan Nasional RI berfungsi sebagai wahana pendidikan, penelitian, pelestarian, informasi, dan rekreasi. Terletak di Jl. Medan Merdeka Selatan No.11, Jakarta Pusat, perpustakaan ini menyediakan layanan inklusif bagi lansia dan penyandang disabilitas yang terdapat di lantai 7. Penelitian ini bertujuan mengidentifikasi dan mengoptimalkan fasilitas layanan inklusif di Perpustakaan Nasional RI guna meningkatkan kepuasan pengunjung. Penelitian ini menggunakan pendekatan deskriptif kuantitatif dengan metode SERVQUAL dan IPA, ditemukan gap negatif pada sebagian besar dimensi layanan, terutama promosi dan inisiatif petugas. Dimensi Tangibles mencatat kualitas terendah (Q = 0,895), dan informasi promosi (P4) memiliki gap terbesar (-1,500). Disarankan peningkatan promosi media dan pelatihan petugas ramah disabilitas. Hasil dituangkan dalam Policy Brief sebagai acuan pengembangan layanan yang lebih inklusif.

In accordance with Law No. 43 of 2007, the National Library of the Republic of Indonesia functions as a means of education, research, preservation, information, and recreation. Located at Jl. Medan Merdeka Selatan No. 11, Central Jakarta, this library provides inclusive services for the elderly and people with disabilities. This study aims to identify and optimize inclusive service facilities at the National Library of the Republic of Indonesia in order to improve visitor satisfaction. Using a quantitative descriptive approach with the SERVQUAL and IPA methods, negative gaps were found in most service dimensions, especially promotion and officer initiatives. The Tangibles dimension recorded the lowest quality (Q = 0.895), and promotional information (P4) had the largest gap (-1.500). It is recommended to increase media promotion and training for disability-friendly officers. The results are presented in the Policy Brief as a reference for developing more inclusive services.