| This research aims to evaluate library Private University service quality at DKI Jakarta. This research focuses on reader’s needs to evaluate library service quality. Data processing is using LibQual+ method, quality function deployment (QFD), Kano Model, and grey relation analysis (GRA). Integration between LibQual+ method and QFD used to identify reader’s needs. Integration between Kano Model and QFD used to categorize reader’s needs. Integration between GRA and QFD used to determine rank from technical requirements. Populations of this research are 150 students in five Private University which have the highest number of students i.e. Bina Nusantara University, Pancasila University, Budi Luhur Universtiy, Trisakti University and Mercu Buana University. The result of integration with LibQual+ method is 27 readers’ needs is being measured. The result of integration with the Kano Model is Kano category for each reader’s needs. The result of integration with GRA method is rank from 10 technical requirements. This research results four main programs as a suggestion. With integration between Kano categories, technical requirements’ rank, and adjusted importance be obtained priority. Programs used to increase readers’ satisfaction and improve library service quality i.e. mechanism prevention; staff education and training; operation standard and service system; and management system. |