Pengaruh Citra, Kualitas Layanan, dan Saluran Distribusi terhadap Kepuasan Pembaca (Studi di Badan Arsip dan Perpustakaan Surabaya)

The Influence of Image, Service Quality, and Distribution Channels on Reader Satisfaction (A Study at the Surabaya Archives and Library Agency)

Abstract

This study was conducted aimed to determine and analyze the effect on the image of the reader's satisfaction, service quality to satisfaction of the reader, and the distribution channel to the satisfaction of the reader. In this study, the research population refers to all readers (visitors) at the National Archives and Library Agency Surabaya who has had a Membership Card (MC) during the years 2024 to 2025 amounted to 613,699 readers. Specified number of samples in this study was 348 respondents. The sampling technique used in this study is cluster sampling (sampling area). Results of this study indicate that the image significantly influence the reader's satisfaction; service quality significantly influence the reader's satisfaction; and distribution channels significantly influence the reader's satisfaction. Value standardized coefficients obtained, it can be seen that the image variable (X₁) of 0.160; variable quality of service (X₂) of 0.318; and variable distribution channel (X₃) of 0.244. Of the three independent variables can be seen that the variables of service quality has the greatest value that is equal to 0.318; thus it can be concluded that service quality has a dominant influence on the satisfaction of the reader at the Surabaya City Public Library than the other independent variables. Archives and Library Agency Surabaya must further conduct of the promotion of innovation and creation/publication of the more interesting the reader, in order to remain a loyal reader (loyal).