Kualitas Layanan Dinas Kearsipan dan Perpustakaan Kota Mataram terhadap Jumlah Kunjungan
Abstract
Tujuan penelitian ini adalah untuk menganalisis kuslitas layanan yang ada di Dinas Kearsipan dan Perpustakaan Kota Mataram. Metode yang digunakan pada laporan akhir ini adalah metode penelitian kualitatif dengan bantuan software Nvivo 12 Plus. Adapun hasil yang diperoleh peneliti dilapangan yaitu kualitas layanan terhadap jumlah pengunjung di Dinas Kearsipan dan Perpustakaan Kota Mataram . Hal itu dapat dilihat dari tujuh aspek indikator yaitu a) Penampilan b) Tepat waktu dan Tepat janji c) Kesediaan melayani d) Pengetahuan dan keahlian e) Kesopanan dan keramahan f) Kejujuran dan Kepercayaan g) Efisien efektifitas dan semua terlaksana walaupun masih ada yang belum maksimal. Perlu di tingkatkan kualitas pelayanan pada Kesediaan melayani. Disisi lain masih ada yang menjawab kurang puas dengan kesediaan melayani yang ditunjukan oleh pegawai yang ada di Dinas Kearsipan dan Perpustakaan Kota Mataram. Kemudian Dinas Kearsipan dan Perpustakaan Kota Mataram mendapatkan respon yang cukup positif dari pemustaka atau pengunjungnya walaupun masih ada pengungunjung yang merasa kurang puas terhadap aspek tersebut.
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