Pelaksanaan Pelayanan di Taman Bacaan Masyarakat Tambelan Pekanbaru: Analisis Kualitas Layanan dalam Penguatan Literasi Masyarakat

Abstract

Abstract: Community reading centers play an important role in expanding access to literacy resources and supporting non-formal learning, particularly at the community level. However, the effectiveness of these institutions depends not only on the availability of reading materials but also on the quality of services provided to users. This study examines the implementation of services at Taman Bacaan Masyarakat (TBM) Tambelan in Pekanbaru, Indonesia, using five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. A qualitative naturalistic approach was employed. Data were collected through direct observation, semi-structured interviews, and document analysis involving two core informants who were TBM users and one supporting informant representing the management. Data were analyzed through data reduction, data display, conclusion drawing, and source triangulation. The findings indicate that TBM Tambelan generally provides favorable service across the five dimensions. Tangible aspects are reflected in clean reading spaces, maintained collections, and supporting facilities. Reliability is demonstrated through consistent operating hours and orderly borrowing procedures. Responsiveness is evident in prompt assistance and efficient circulation services, while assurance is supported by courteous staff behavior and measures designed to maintain user and collection security. Empathy is reflected in personal attention and openness to users’ needs and feedback. Nevertheless, limitations remain, particularly regarding digital facilities, the diversity of materials for adult readers, systematic mechanisms for collecting user feedback, and broader community participation. The study demonstrates that service quality is an important institutional mechanism through which community reading centers can strengthen accessibility, user experience, and community-based literacy development.

Abstrak: Taman Bacaan Masyarakat (TBM) merupakan salah satu lembaga pendidikan nonformal yang berperan menyediakan akses terhadap sumber informasi, bahan bacaan, dan aktivitas pembelajaran sepanjang hayat. Keberhasilan TBM tidak hanya ditentukan oleh ketersediaan koleksi, tetapi juga oleh kemampuan pengelola menyediakan pelayanan yang sesuai dengan kebutuhan masyarakat. Penelitian ini bertujuan menganalisis pelaksanaan pelayanan di Taman Bacaan Masyarakat Tambelan Pekanbaru berdasarkan lima dimensi kualitas pelayanan, yaitu bukti fisik, keandalan, daya tanggap, jaminan, dan empati. Penelitian menggunakan pendekatan kualitatif naturalistik. Informan terdiri atas dua pengunjung sebagai informan inti dan satu pengelola sebagai informan kontrol. Data dikumpulkan melalui observasi, wawancara, dan dokumentasi, kemudian dianalisis melalui reduksi data, penyajian data, penarikan kesimpulan, serta triangulasi sumber dan teknik. Hasil penelitian menunjukkan bahwa pelaksanaan pelayanan TBM Tambelan secara umum berjalan dengan baik. Dimensi bukti fisik tercermin pada kebersihan lingkungan, penataan koleksi, dan keberadaan sarana pendukung. Keandalan ditunjukkan oleh konsistensi jam pelayanan dan ketertiban proses sirkulasi. Daya tanggap terlihat dari kecepatan pengelola membantu pengunjung, sedangkan jaminan tercermin melalui keramahan, kesopanan, kompetensi, dan keamanan. Dimensi empati ditunjukkan melalui perhatian terhadap kebutuhan individual pengunjung dan keterbukaan terhadap masukan. Meskipun demikian, masih ditemukan kebutuhan peningkatan fasilitas digital, diversifikasi bahan bacaan, sistem umpan balik pengunjung, dan inovasi program untuk memperluas partisipasi masyarakat. Penelitian ini menegaskan bahwa kualitas pelayanan merupakan elemen strategis dalam memperkuat fungsi TBM sebagai pusat literasi dan pembelajaran masyarakat.