PERAN FASILITAS PERPUSTAKAAN DALAM MENINGKATKAN LAYANAN KEPADA PEMUSTAKA DI PERPUSTAKAAN UNIVERSITAS MUHAMMADIYAH PALEMBANG

Abstrak

Perpustakaan memiliki peran sentral dalam mendukung kegiatan akademik di perguruan tinggi, khususnya dalam menyediakan fasilitas yang menunjang kualitas layanan kepada pemustaka. Penelitian ini bertujuan untuk mengkaji peran fasilitas perpustakaan dalam meningkatkan mutu layanan di Perpustakaan Universitas Muhammadiyah Palembang. Pendekatan yang digunakan adalah kualitatif deskriptif dengan subjek penelitian terdiri atas pustakawan dan pemustaka. Data dikumpulkan melalui observasi, wawancara, dan dokumentasi, kemudian dianalisis menggunakan model Miles dan Huberman melalui reduksi data, penyajian data, serta penarikan kesimpulan. Validitas data dijamin melalui triangulasi sumber dan teknik. Hasil penelitian menunjukkan bahwa fasilitas fisik maupun digital, seperti ruang baca, akses internet, sistem otomasi, serta koleksi digital, berperan penting dalam meningkatkan kenyamanan dan efektivitas layanan. Namun demikian, masih terdapat kendala berupa keterbatasan sarana, pemeliharaan fasilitas yang belum optimal, serta hambatan teknis pada jaringan internet. Temuan ini menunjukkan bahwa meskipun fasilitas telah mendukung layanan, kualitasnya masih perlu ditingkatkan agar mampu memenuhi kebutuhan informasi pemustaka secara maksimal.

Libraries play a central role in supporting academic activities in higher education institutions, particularly in providing facilities that enhance the quality of service to users. This study aims to examine the role of library facilities in improving service quality at the Muhammadiyah University of Palembang Library. The approach used was descriptive qualitative, with librarians and users as the subjects. Data were collected through observation, interviews, and documentation, then analyzed using the Miles and Huberman model through data reduction, data presentation, and conclusion drawing. Data validity was ensured through triangulation of sources and techniques. The results of the study indicate that physical and digital facilities, such as reading rooms, internet access, automation systems, and digital collections, play an important role in improving the comfort and effectiveness of services. However, there are still obstacles such as limited facilities, suboptimal facility maintenance, and technical obstacles in the internet network. These findings indicate that although facilities have supported services, their quality still needs to be improved to be able to optimally meet the information needs of users.