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"Kepuasan pemakai adalah suatu keadaan di mana keinginan, harapan dan kebutuhannya dipenuhi, jika hal ini dapat dilakukan maka pelayanan dinilai memuaskan. Apabila pemakai merasa tidak puas terhadap suatu pelayanan yang disediakan, maka pelayanan tersebut dapat dipastikan tidak efektif dan tidak efisien. Hal ini terutama sangat penting bagi pelayanan publik. Tingkat kepuasan pelanggan terhadap pelayanan merupakan faktor yang penting dalam mengembangkan suatu sistim penyediaan pelayanan yang tanggap terhadap kebutuhan pemakai, meminimalkan biaya dan waktu serta memaksimalkan dampak pelayanan terhadap populasi sasaran. Terdapat beberapa cara untuk mengukur kepuasan pelanggan, tetapi dalam penelitian ini barn dapat dilihat berdasarkan penilaian pemakai terhadap tiga variabel panting yaitu: (1) Fasilitas Perpustakaan, (2) Ketersediaan dan kelengakapan Koleksi dan (3) Kualitas pelayanan oleh petugas.Tujuan yang ingin dicapai dari penelitian ini secara umum adalah untuk menetahui kepuasan pemakai atas kinerja pelayanan pada Bidang Layanan Umum. Secara khusus penelitian ini bertujuan untuk mengetahui tingkat kepuasan pemakai terhadap : (1) Fasilitas perpustakaan dari masing-masing kelompok kerja layanan, (2) Ketersediaan koleksi dari masing-masing kelompok kerja layanan, (3) Kualitas layanan yang telah diberikan, (4) Hambatan yang dirasakan pemakai dalam pencarian informasi yang mereka butuhkan dan (5) Mengetahui harapan pemakai terhadap pelayanan secara keseluruhan pada Bidang Layanan Umum. Metodologi yang digunakan untuk mengetahui tingkat kepuasan pemakai dalam penelitian ini adalah : (1) Metode survei guna mendapatkan data tentang kepuasan pemakai terhadap kinerja layanan yang telah diterima atau dirasakan oleh responden, (2) Diskusi dan wawancara dengan kelompok fokus untuk mengetahui apa yang diharapkan sesungguhnya oleh pemakai dari layanan perpustakaan. Hasil penelitian menunjukkan bahwa : (1) Tingkat kepuasan pemakai terhadap fasilitas perpustakaan bervariasi yakni : sudah sangat memuaskan untuk sarana penitipan tas, meja dan kursi baca pada masing-masing kelompok layanan dan dan memuaskan untuk kenyamanan dan ketenangan di ruang baca dan ketersediaan mesin fotokopi, namun sangat tidak memuaskan untuk fasilitas / sarana penelusuran baik katalog OPAC maupun katalog kartu dan kemudahan penelusurannya, (2) Tingkat kepuasan pemakai dari ketcrsediaan dan kelengkapan koleksi dari masing-masing kelompok layanan (a) Pada Kelompok Kerja Layanan Berkala Mutakhir pemakai merasa puas untuk koleksi surat kabar, dan Cukup puas untuk koleksi jurnal ilmiah, majalah.

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User satisfaction is fulfillment of desire, expectations and need. If this matter can be completed by library, library service is classified into satisfying degree. If library user unsatisfied or sometimes feel uncomfortable to the service, it may be classified into ineffective and inefficient service. Knowing to the degree of library service, is important to the library as a public service. The degree of user satisfaction is also an important factor, when library develop a new service system especially user service oriented, minimize of expense and time, and increase a good service to the user.

There are ways commonly used when make an assessment to user satisfaction, but in this research only three variable are used to predict user satisfaction, they are: 1. Library facilities, 2. Availability and collection completeness, and 3. Staff quality service. In general, the purpose of this research is to get some responses and user expectations on the performance of library service.

For specific aims this research is to know user expectation degree to the following : 1. Library facilities from each working team service. 2. Collection availibility from each working team service. 3. Service quality which has been given. 4. User resistances when seeking information, and 5. Understanding user expectation to the library service. Methodologies of the research are : (1) Survey method to get data of user satisfaction on service staff performance, which has been accepted or felt. (2) Discussion and Interview with the focus group to collect data of user expectation related to the library service.

Research finding shows : (1) Level of user satisfactions to the library facilities vary namely, they are : very satisfied to the locker facility, reading area facilities in each service section, satisfied to the comfortable reading area, and availability of photocopy service, but very dissatisfied to the retrieval facilities, either OPAC or card catalogue and difficulty degree on retrieval procedures. (2) User Satisfaction from availability and collection completeness' of each service section; (a) Current Periodical service section, user classified as satisfied on newspaper collection service, and satisfied enough to journal science and popular magazine, and appropriate technology magazine collection service. From current collection the user classified as very satisfied at Newspaper collection, satisfied enough to journal science and popular magazine, and also dissatisfied to appropriate technology magazine collection. (b) Current Book section; user classified as satisfied enough to the availability collection, but it is still lacking according to what they expect especially; book title, author or subject and its quietness. (c) Magazine and newspaper service section, user classified as satisfied. (3) User satisfaction to the service quality of each section are : (a) Membership section, user classified as satisfied level especially ; easy procedure to be a member, and promptness in preparing membership card. (b) Current periodicals and current book service, user classified as less satisfied with the procedure of closed service system."

"Perpustakaan sebagai unit informasi mutlak memerlukan suatu kegiatan pemeliharaan guna pelestarian berbagai informasi yang berkaitan dengan berbagai koleksi yang dimiliki,mulai dari perbaikan bahan pustakanya....."

"Penelitian ini bertujuan untuk menggambarkan proses pelaksanaan serah simpan koleksi deposit berdasarkan Undang-Undang Deposit dan pengelolaan koleksi deposit meliputi penerimaan, pengolahan, penyimpanan, dan pendayagunaan koleksi deposit hasil pelaksanaan Undang-Undang Republik Indonesia Nomor 4 Tahun 1990 tentang Serah Simpan Karya Cetak dan Karya Rekam di Perpustakaan Nasional RI dan Undang-Undang Malaysia Akta 331 Akta Penyerahan Bahan Perpustakaan 1986 di Perpustakaan Negara Malaysia. Metode penelitian yang digunakan adalah studi kasus. Pengumpulan data dilakukan dengan wawancara, studi dokumen, dan observasi. Hasil penelitian menunjukkan bahwa 1 Pelaksanaan serah simpan koleksi deposit di Indonesia berdasarkan Undang-Undang RI Nomor 4 Tahun 1990 tentang Serah Simpan Karya Cetak dan Karya Rekam sudah dilakukan sejak tahun 1990, sedangkan pelaksanaan serah simpan koleksi deposit di Malaysia berdasarkan Undang-Undang Malaysia Akta 331 Akta Penyerahan Bahan Perpustakaan 1986 sudah dilakukan sejak tahun 1986. 2 Dalam pelaksanaan serah simpan koleksi deposit, jumlah eksemplar yang diserahkan oleh penerbit ke Perpustakaan Nasional RI adalah sebanyak 2 eksemplar untuk terbitan cetak dan 1 eksemplar untuk terbitan non cetak, sedangkan jumlah eksemplar yang diserahkan oleh penerbit ke Perpustakaan Negara Malaysia adalah sebanyak 5 eksemplar untuk terbitan cetak dan 2 eksemplar untuk terbitan non cetak. 3 Koleksi deposit yang diterima oleh Perpustakaan Nasional RI disimpan di gedung Perpustakaan Nasional RI di Jakarta, sedangkan koleksi deposit yang diterima oleh Perpustakaan Negara Malaysia selain disimpan di gedung Perpustakaan Negara di Kuala Lumpur, koleksi deposit juga disimpan di tiga tempat lain yaitu di Daerah Sungai Besi, Sabah, dan Pulau Pinang. 4 Pendayagunaan koleksi deposit di Perpustakaan Nasional RI dilaksanakan di Bagian Deposit, sedangkan pendayagunaan koleksi deposit di Perpustakaan Negara Malaysia dilaksanakan di layanan pemustaka pada Pusat Rujukan. 5 Dalam pelaksanaan serah simpan koleksi deposit, koleksi deposit yang dianggap mahal diserahkan secara gratis ke Perpustakaan Nasional RI, sedangkan Perpustakaan Negara Malaysia dapat mengganti harga buku yang dianggap mahal sebesar 30 dari harga penerbitan. 6 Sanksi pelanggaran terhadap pelaksanaan serah simpan koleksi deposit di Perpustakaan Nasional RI adalah denda sebesar 5 juta rupiah atau pidana kurungan selama 6 bulan, sedangkan sanksi pelanggaran terhadap pelaksanaan serah simpan koleksi deposit di Perpustakaan Negara Malaysia adalah denda sebesar 3 ribu ringgit dan tidak ada pidana kurungan. Selama ini kedua negara belum pernah menerapkan sanksi tersebut kepada pelanggarnya. Hambatan penerbit di Indonesia dalam penyerahan koleksi deposit ke Perpustakaan Nasional RI diantaranya tidak ada penggantian terbitan yang dianggap mahal harganya, terbitan tersebut wajib diserahkan secara gratis dan harus 2 eksemplar. Selain itu masalah biaya pengiriman koleksi ke Perpustakaan Nasional RI. Sedangkan hambatan penerbit di Malaysia dalam penyerahan koleksi deposit ke Perpustakaan Negara Malaysia yaitu penerbit ada yang keberatan menyerahkan terbitan sebanyak 5 eksemplar.Kata Kunci : Undang-Undang Deposit, koleksi deposit, Perpustakaan Nasional RI, Perpustakaan Negara Malaysia

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This study aims to describe the process of implementation of deposit collection of deposits under the Deposit Act and deposit collection management includes the reception, processing, storage, and utilization of the results of the implementation of the Law of the Republic of Indonesia Number 4 of 1990 regarding the obligation to store printed and recorded in the National Library of Indonesia and the Law of Malaysia Act 331 Delivery of Library Materials Act 1986 in the National Library of Malaysia. The method used was a case study. The data collection is done with the interview, the study documents, and observation. The results showed that 1 Implementation of deposit collection of deposits in Indonesia based on Law No. 4 of 1990 regarding the obligation to store printed and recorded works have been conducted since 1990, while the implementation of deposit collection of deposits in Malaysia under the Act Malaysia Act 331 Delivery of Library Materials Act 1986 have been conducted since 1986. 2 In the implementation of deposit collection of deposits, the number of copies submitted by the publisher to the National Library of Indonesia is as much as two copies to print publications and 1 copies for non print publications, while the number copies submitted by the publisher to the National Library of Malaysia is as much as 5 copies to print publications and two copies to non print publications. 3 Collection of deposits accepted by the National Library of Indonesia is stored in the building of the National Library in Jakarta, while the collection of deposits received by the National Library of Malaysia besides deposited in building the National Library in Kuala Lumpur, deposit collection is also stored in three other places, namely in the Region Sungai Besi, Sabah and Penang. 4 Utilization of deposit collection at the National Library of Indonesia implemented in Part Deposit, while the utilization of deposit collection at the National Library of Malaysia implemented in the user service in Referral Center. 5 In the implementation of deposit collection of deposits, deposit collections that are considered expensive given free of charge to the National Library of Indonesia, while the National Library of Malaysia can change the price of books that are considered expensive by 30 of the publishing price. 6 Sanctions for violations of the implementation of deposit collection of deposits at the National Library of Indonesia is a fine of 5 million or imprisonment for 6 months, while sanctions for violations of the implementation of deposit collection of deposits at the National Library of Malaysia is a fine of three thousand ringgit and no imprisonment. During these two countries have never apply such sanctions to violators. Barriers publisher in Indonesia in the submission of deposit collection to the National Library of Indonesia of which no reimbursement publication that are considered expensive, the publication shall be submitted free of charge and will have 2 copies. Besides problems shipping fee collection to the National Library of Indonesia. While the barriers publishers in Malaysia in the submission of deposit collection to the National Library of Malaysia is the publisher was no objection to hand over as much as 5 copies published.Keywords Law on Deposit, deposit collection, National Library of Indonesia, National Library of Malaysia "

"Makalah ini membahasa tentang peranan perpustakaan dalam mendukung pervasive learning environment

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