CD Tesis

Pengaruh Implementasi Pelayanan Mandiri Dan Mesin Pesan Berbasis Short Message Service (SMS) Terhadap Kualitas Pelayanan Serta Dampaknya Terhadap Kepuasan Pemustaka Di Perpustakaan Universitas Riau

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The implementation of an self service and SMS-based message machine is an innovation in the University of Riau library services. Some previous studies have partially proven that innovation influences service quality and / or user satisfaction. This study aims to examine the effect of the implementation of a library self-service machine (the concept of Human Computer Interaction) and the implementation of an SMS-based message machine (the concept of Computer Mediated Communication) on the quality of library services and satisfaction of users at Riau University Library.
This study uses a quantitative approach. The analytical method used is Structural Equation Modeling (SEM), which is modeling to solve the path analysis. The statistical analysis aids used are PSPP and the LISREL application. The study was conducted at the Library of Riau University with a population of 14,757 visitors, while the sample used was 200 people. The final analysis uses Confirmatory Factor Analysis (CFA) which produces Path Analysis Diagrams (T-values), if T-values are greater than 1.96 (critical significance value) means significant influence.
The results showed that the implementation of the self-service engine had a significant effect on service quality (T-values = 4.986) and on user satisfaction (T-values = 2.875), the implementation of SMS-based message machines had a significant effect on service quality (T-values = 2.576) but not significant to user satisfaction (T-values = 0.877). Service quality has a significant effect on user satisfaction (T-values = 2,494). Through intervening service quality, the implementation of a self-service machine has a total effect of 4.205 (significant) on the satisfaction of users, while the implementation of an SMS-based message engine has a total effect of 1,811 (not significant).

Keywords: Self Service, SMS, Message Machine, Service Quality, User Satisfaction, Human Computer Interaction, Computer Mediated Communication.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 11. 219 (0006)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Ilmu Komunikasi., 2019

Deskripsi Fisik

xiii, 181 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 11. 219 (0006)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) ILMU KOMUNIKASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

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