ANALISIS KUALITAS PELAYANAN PUBLIK BADAN PERPUSTAKAAN DAN ARSIP DAERAH PROVINSI RIAU

This study aims to analyze How Public Service Board of Library and Regional
Archives Riau Province, hereinafter referred to as (BPAD) Riau Province. This is
done to look at the quality and how much success BPAD Riau Province in performing
its main function for the people who need the information in the Library, Public
Services how and what has or has not been done by the libraries in improving service
quality perceptions positively or negatively to quality of public services provided by
the Library Visitors Riau BPAD can be used as input for later followed up to
determine new strategies for improving the quality of services that aim to improve or
defend it.Methods used are qualitative methods and data collected by focuss group
discussion (FGD) and inferred based on five aspects of service quality the
respondents were library patrons who use library services in BPAD as many as 14
people consisting of 2 librarians, lecturers 3, 4 general (civil servants and private), 3
students of, and 2 students, by using the technique of purposive sampling. Based FGD
results showed that for BPAD reliability aspects are at a good level, for aspects of
responsiveness and confidence is at a level sufficient to aspects while empathy is at a
level less so for this aspect needs to be improved towards a better, while for the
intangible aspects of BPAD services are at a satisfactory level and this needs to be
maintained in order to remain on the future state of the user satisfactory.

Keywords: Quality, Public Service, BPAD Riau Province.