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HUMAN RESOURCE SERVICE QUALITY AT THE SPECIAL LIBRARY (JDIH) OF LAMPUNG PROVINCE
Abstract
This study is motivated by the important role of human resources (HR) in determining the quality of library services, particularly at the Legal Documentation and Information Network (JDIH) Library of Lampung Province. The identified problems include a limited number of library personnel, gaps in educational qualifications, and suboptimal human resource competencies, all of which may affect the quality of services provided to library users. This study employed a quantitative approach using a survey method involving 69 respondents. The research instrument consisted of 12 items measuring the Human Resources variable and 15 items measuring the Service Quality variable, using a five-point Likert scale. Data were analyzed using SPSS version 27 through validity, reliability, residual normality, linearity, simple linear regression, t-test, and coefficient of determination analyses. All instrument items were found to be valid, with Cronbach’s Alpha values of 0.942 for the Human Resources variable and 0.945 for the Service Quality variable. The residuals were normally distributed, and the relationship between the two variables was linear. The resulting regression equation was Y = 23.793 + 0.609X. Human Resources had a positive and significant effect on Service Quality (t = 4.755; p < 0.001). The R Square value of 0.252 indicates that Human Resources explained 25.2% of the variance in Service Quality. Descriptively, the mean score for Human Resources was 2.84, while the mean score for Service Quality was 2.97, both of which were categorized as Fairly Good
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DOI: http://dx.doi.org/10.30829/jipi.v11i2.31820
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