Nalhadi, Ahmad (2014) Perbaikan Kualitas LayananJasa Pendidikan Untuk Mengatasi Keluhan Peserta Didik DI SMK Pasundan 1 Kota serang. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The success of any educational institution is able to provide higher quality services to users. The purpose of this study was to determine the quality of service that has been given, knowing the service should be improved to reduce the complaints of the students, and formulate proposed improvements to be made by SMK Pasundan 1 Serang in improving and enhancing the quality of services to students, in order to reach results optimum and sustainable. The method was developed to measure service quality is SERVQUAL method, that are used to define research variables are adjusted by the National Education Standards and grains have a question in school accreditation issued by the Accreditation Board of the Provincial School/Madrasah and academic regulations and codes of conduct prevailing in vocational SMK Pasundan 1 Serang. The primary outcome of this study is the service provided by SMK Pasundan 1 Serang not satisfy the learners. In addition, based on the Cartesian diagram mapping variables, derived variables that must be repaired immediately which is located in quadrant A (High Priority), as it is considered very important by learners but the implementation is not satisfactory for learners, including the availability of telephone lines/email to serve and receiving complaints, administration staff and employees quickly respond in the event of sudden no power, Cleanliness and neatness Environment, Educators easily be contacted/met to consult, the ability of educators to create a learning atmosphere active and fun in class room, administration staff/employees have the knowledge and skills in providing information that is clearly and easily understandable by the students, the activity of counseling/career guidance for students, educators responsive in addressing the problems experienced by the learners, the best hospitality and courtesy administration staff/employees in serving and receiving complaints from the learners. Keywords: Quality of service, level of performance, the level of expectation, servqual method, Importance Performance Analysis. Keberhasilan setiap instansi pendidikan adalah mampu memberikan kualitas yang lebih bagi pengguna jasanya. Tujuan penelitian ini adalah untuk mengetahui kualitas pelayanan yang selama ini diberikan, mengetahui layanan yang harus segera diperbaiki guna mengurangi keluhan peserta didik, serta merumuskan usulan perbaikan yang harus dilakukan SMK Pasundan 1 Kota Serang dalam memperbaiki dan meningkatkan kualitas pelayanannya kepada peserta didik, sehingga tercapai kepuasan peserta didik yang berkelanjutan. Metode yang dikembangkan untuk mengukur kualitas layanan adalah metode SERVQUAL, untuk menentukan variable penelitian yang disesuaikan dengan Standar Nasional Pendidikan dan butir-butir pertanyaan dalam akreditasi sekolah yang diterbitkan oleh Badan Akreditasi Propinsi Sekolah/Madrasah serta peraturan akademik dan kode etik yang berlaku di SMK Pasundan 1 Kota Serang. Hasil utama penelitian ini adalah pelayanan yang diberikan oleh SMK Pasundan 1 Kota Serang belum memuaskan para peserta didik, Selain itu berdasarkan pemetaan variabel pada diagram kartesius, diperoleh variabel yang harus segera diperbaiki yaitu yang berada pada kuadran A (Prioritas Utama), diantaranya tersedianya saluran telepon/email untuk melayani dan menerima keluhan, Staf TU dan karyawan cepat tanggap saat terjadi kejadian mendadak, Kebersihan dan kerapian Lingkungan, Tenaga pendidik mudah dihubungi/ditemui untuk berkonsultasi, kemampuan tenaga pendidik dalam menciptakan suasana belajar yang aktif dan menyenangkan dikelas, Staf TU/karyawan memiliki pengetahuan dan kecakapan dalam memberikan informasi yang jelas dan mudah dimengerti kepada peserta didik, adanya kegiatan bimbingan konseling dan karir bagi peserta didik, tenaga pendidik cepat tanggap dalam mengatasi masalah yang dialami peserta didik, serta keramahan dan kesopanan staf TU/karyawan dalam melayani dan menerima keluhan peserta didik baru maupun lama. Keyword : Kualitas layanan, tingkat kinerja, tingkat harapan, metode servqual, Importance Performance Analysis
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-553-14-022 |
| Call Number: | TI/53/14/025 |
| NIM/NIDN Creators: | 55312110047 |
| Uncontrolled Keywords: | Kualitas Layanan, Tingkat Kinerja, Tingkat Harapan, Metode Servqual, Importance Performance Analysis |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 06 Feb 2014 13:55 |
| Last Modified: | 08 Jul 2022 07:50 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/13617 |
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