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Abstrak :
The House of representative's library is one supporting component of the performance of the House of Representatives' member and its lines. With the changing of time, the library is demanded to provide a prompt and precise information services. Five dimensions of Servqual namely reliability, assurance, tangibles, empathy and responsiveness become the starting point to study about quality of the House of Representatives' library.

This research is to indentify the service quality of the House of representative's library and to find out position the service quality of the House of Representatives' library on Diagram Kartesius.

Descriptive-quantitative method is being use on this research. Data gathered consist of primary data and secondary data. Questionnaires are the primary data while secondary data gathered through documentation assessments and library studies. Questionnaire on this research is Servqual Questionnaire that is designed based on Liked scale. Service quality scoring is calculated by the gab due to different score of expectation and perception of service quality performance accepted by the user. While the overall score of quality services is based on calculation of average score of all five Servqual dimensions. And sum scale is used to calculate the importance of each dimension.

The research samples were 116 visitor of the House of Representative' library visiting from 1 October to 30 November 2004 and only were considered respondent using the Simple Random Sampling technique.

The research shows that the service quality of the House of Representatives' library in general is fair it is 73% of the maximum service. Services' attributes need to have priority improvement are physical facilities are visually appealing, promises to do something by a certain times and shows a sincere interest in solving library user.

Abstrak :
Pelayanan perpustakaan merupakan suatu usaha yang terdiri dari proses yang terencana dari awal sampai akhir dengan memanfaatkan sumber daya, kemampuan, dan keahlian untuk mencapai tujuan atau sasaran yang diinginkan. Tujuan penelitian ini untuk mengetahui manajemen pelayanan perpustakaan dalam meningkatkan layanan dan dampak penerapan manajemen pelayanan yang ada di Perpustakaan Umum Kota Kediri. Penelitian ini menggunakan metode penelitian deskriptif kualitatif. Pengumpulan data dilaksanakan dengan teknik wawancara, observasi, dan dokumentasi. Hasil penelitian menunjukkan bahwa upaya Perpustakaan Umum Kota Kediri dalam pemberian layanan perpustakaan antara lain dengan optimalisasi manajemen layanan, kondusifitas sistem organisasi, sistem pengawasan dan sistem keamanan yang dilakukan secara persuasif. Layanan perpustakaan diberikan dengan mengolah bahan bacaan atau bahan pustaka secara optimal untuk pengunjung. Hasilnya pengujung dalam merasakan layanan perpustakaan dapat berjalan dengan baik dan merasa puas.

Abstrak :
Penelitian ini membahas mengenai kualitas layanan Perpustakaan Mahkamah Agung Republik Indonesia kepada para pemustakanya dalam tiga dimensi Libqual yaitu Dampak Layanan, Pengawasan Informasi dan Perpustakaan Sebagai Tempat. Tujuan penelitian ini adalah untuk mengetahui secara jelas kualitas layanan yang diberikan oleh Perpustakaan Mahkamah Agung Republik Indonesia kepada para pemustakanya dilihat dari tiga dimensi Libqual. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survai. Hasil dari penelitian ini adalah kualitas layanan pada Perpustakaan Mahkamah Agung Republik Indonesia berada dalam katagori baik pada ketiga dimensi dalam Libqual. Hasil penelitian ini menyarankan bahwa perpustakaan harus terus meningkatkan kualitas layanannya terlebih pada bagian informasi koleksibaru dan jurnal elektronik.

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This study discusses the service quality of Mahkamah Agung Republik Indonesia Library using the Libqual dimensions. Service quality measurement is based on three Libqual dimensions. They are Affect of Service, Information Control, Library as Place. The purpose of this study is to determine the level of service quality in Mahkamah Agung Republik Indonesia Library based on three dimensions of Libqual. This research uses quantitative approach with survey method. The results of this research reveal that service quality of Mahkamah Agung Republik Indonesia Library is good for three dimension of Libqual. The results of this research suggest that the library should improve its existing service quality to be even better. One thing that should be concerned to the information about new collection and online journal.

Abstrak :
Based on more than 50 years of author expertise in organizational improvement, The Quality Library offers a methodology to pinpoint trouble areas and improve processes. By developing a customer-focused system outlining library processes and networks, administrators and managers can quickly determine areas for improvement that directly apply to the library?s goals and missions. Staff will also learn how to statistically document the new process?s performance, giving the library a means to quantify its effects. Gives administrators a clear understanding of their suppliers and customers. Empowers front-line staff to make improvements and better decisions. Boosts employee and team morale as they work together to bring about change. Offers real-life success examples showing how process improvement works. Includes figures, appendices, worksheets, and a glossary. By continuously evaluating processes based on the guidelines and worksheets provided here, public and academic library administrators and managers will improve the quality and efficiency of service for patrons and staff alike.