Analisis Kualitas Pelayanan Publik pada Dinas Perpustakaan dan Arsip Provinsi Sumatera Utara

This study aims to analyze the quality and factors that influence public services at Library Archives Service of North Sumatra Province. The available Provincial are services, children's deposit reference digital mobile library services. research method used is descriptive with a qualitative approach. Data collection techniques observation, documentation interviews. analysis analysis. results this indicate Province refers Zeithaml's theory, namely from dimensions: 1) Reliability (reliability); 2) Responsiveness (responsiveness); 3) Assurance (guarantee); 4) Empathy (empathy); 5) Tangibles (physical evidence). Everything has been done well, but dimensions evidence) have not maximized in form problematic INSLISLITE application, room temperature cold enough, lacks lighting. Factors affect Public Services are: Inadequate facilities; Budget maximized.