摘要：This study aims to analyze the quality of services provided by UPI library to UPI students and to find out and analyze the extent of students’ level of satisfaction on the services provided. It also aims to know the compatibility between the service performances and students’ expectation or interest as the users of library services. This study used mixed approach of qualitative and quantitative and importance-performance analysis in order to determine the students’ satisfaction index on library services. The data was analyzed using grade of Students Satisfaction Index (IKM) which was calculated using the weighted average value of each service element. Importance-Performance Analysis was used to see the level of compatibility between expectation and service quality. The results showed that the performance of UPI library services was in good category. The service element perceived to be the best was related to service security while the worst was staff discipline. Furthermore, there was an element which was regarded important but had less satisfactory performance; element which was already in accordance with users’ interest and expectation and thus could satisfy the users; element which was regarded less important and had less satisfactory performance; and elements of services which had good implementation but had less important influence on the users.
