Penerapan Metode Servqual Dalam Mengukur Kualitas Layanan Website Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya

Abstract

This study aims to analyze the service quality level of the library website at Universitas Hayam Wuruk Perbanas Surabaya using the Servqual (Service Quality) method, which consists of five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The Servqual approach is applied to identify the gap between users’ expectations and their perceptions of the services provided. This research employs a quantitative approach, with data collected through questionnaires distributed to students who use the library website. The data were analyzed using validity and reliability tests, as well as multiple linear regression analysis, to examine the influence of each Servqual dimension on user satisfaction. The results of this study are expected to provide an overview of the most influential service quality dimensions affecting user satisfaction and serve as an evaluation reference for improving digital library services. Theoretically, this research reinforces the relevance of applying the Servqual model in evaluating web-based services in higher education institutions, while practically, it offers recommendations for developing more responsive and user-oriented library services. Keywords : Servqual, Library Website, Service Quality, User Satisfaction, Universitas Hayam Wuruk Perbanas