Analisis Kualitas Produk dan Kualitas Pelayanan terhadap Minat Membaca Masyarakat di Kabupaten Tapanuli Tengah dengan Kepuasan Pelanggan sebagai Variabel Intervening

Abstract

This study aims to analyze people's reading interest in the library. The variables used include product quality and service quality, as well as customer satisfaction as intervening variables. This research was conducted at the Regional Library of Central Tapanuli Regency. The number of respondents in this study was 100 library customers who chose the random sampling technique. The research data were processed using SMART PLS. The results showed that the quality of service and quality of library products directly, positively and significantly influenced customer satisfaction. The quality of service and quality of library products directly, positively and significantly affects people's reading interest. Furthermore, the customer satisfaction variable has become an intervening variable for service quality and product quality variables in influencing people's reading interest. These results indicate that the regional library of Central Tapanuli Regency is always expected to be able to pay attention to and improve the product quality and service quality of the local library. It's because these two things are essential variables that affect customer satisfaction which in turn will encourage increased public interest in reading.