Analisis Kualitas Pelayanan myUMM Library Menggunakan Metode SERVQUAL

The myUMM Library website makes it easy for library users to access all information owned by the UMM Library Unit anywhere and anytime for 24 hours, so that students who are studying at home can still get library services online through myUMM Library. This study aims to analyze the quality of website services using the Servqual model and importance performance analysis (IPA). The sampling technique used was purposive sampling and accindental sampling, with a total sample size of 270 respondents. The results of the research obtained based on the results of data processing show that the quality of service provided is not good. This is evidenced because there are still gaps (gaps) that need to be improved in service.