QUALITY OF SERVICE FOR THE BLIND AT THE TULUNGAGUNG REGENCY PUBLIC LIBRARY AND REGIONAL ARCHIVES SERVICE

  • Muharsono Universitas Tulungagung
  • Zulfaisya Nurhalimah Universitas Tulungagung
Keywords: Quality, Service, Tuna Netra

Abstract

People with disabilities are vulnerable to getting adequate services. As one of the public organizations that provides special needs services, the Tulungagung City Public Library and Regional Archives Department strives to serve them (blind people) fairly, namely through the Lapo Bra service. Over time, various obstacles emerged, namely leaking service space, braille books needing to be organized, and lack of interaction and assistance from implementers. This research aims to determine the quality of service to blind visitors. The method used is a qualitative approach and analytical descriptive research. Based on the findings, implementing competency (competence), implementing behavior (assurance), Handling complaints, suggestions, and input, as well as efforts to understand the needs of blind visitors (understanding/knowing the customer), as well as facilities and infrastructure (tangible) are felt to meet the expectations of blind visitors. Then, focus 1, namely ease of being contacted and found (access), still needs to show satisfactory results due to a lack of interaction and assistance.

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Published
2023-12-30
How to Cite
Muharsono, & Zulfaisya Nurhalimah. (2023). QUALITY OF SERVICE FOR THE BLIND AT THE TULUNGAGUNG REGENCY PUBLIC LIBRARY AND REGIONAL ARCHIVES SERVICE. INTERNATIONAL SEMINAR, 5, 367-378. https://doi.org/10.36563/proceeding.v5i0.143