MEASURING STUDENT SATISFACTION WITH THE QUALITY OF LIBRARY SERVICES AT SMA NEGERI 1 PALANGKA RAYA

This study aims to analyze library service quality and the influence of the five SERVQUAL dimensions—Reliability, Assurance, Tangibles, Empathy, and Responsiveness—on student satisfaction at the library of SMA Negeri 1 Palangka Raya. The study employed a quantitative approach with a sample of 100 respondents. The research instrument was a questionnaire consisting of 40 statements measured using a Likert scale. Data were analyzed using descriptive statistics, validity and reliability tests, a normality test, and multiple linear regression. Descriptive statistics indicate that library service quality generally falls into the “good” category. The mean scores for each dimension were Reliability 28.65, Assurance 31.42, Tangibles 41.30, Empathy 32.67, and Responsiveness 27.62. Tangibles had the highest mean score, whereas Responsiveness had the lowest. Service satisfaction had a mean score of 161.97 and an average percentage of 79.23%, indicating a high level of student satisfaction in the “satisfied” category. The validity test showed that all 40 items were valid (calculated r > table r of 0.361 and Sig. < 0.05), while Cronbach’s Alpha of 0.972 indicated very high instrument reliability. Multiple linear regression showed that the five SERVQUAL dimensions simultaneously had a significant effect on student satisfaction, with a reported service-satisfaction percentage of 79.21%. Individually, all dimensions also had a positive and significant effect on student satisfaction. Thus, all alternative hypotheses were accepted, and service quality based on the five SERVQUAL dimensions was found to have a positive and significant effect on student satisfaction at the library of SMA Negeri 1 Palangka Raya.