ANALISIS KUALITAS PELAYANAN PADA SMK ANTONIUS SEMARANG

Abstract

ABSTRACT Service quality can be measured by seeing how far the effectiveness of service delivery can be achieved at the gap between the expectations with the services provided and the level of student satisfaction for a service that can be measured by comparing students' expectations of service quality they want with the fact that it receives. Therefore, this research is conducted to find out how big the expectations and performance of the infrastructure, facilities, teachers, staff, curriculum and Guardian order. Data on infrastructure, facilities, teachers, staff, curriculum and Guardian order were collected through interviews using a questionnaire. Respondents in this study taken as many as 100 students of SMK Antonius Semarang based proportional stratified random sampling method, which is distributed in proportion to each grade level and department. Subsequently, the collected data were analyzed by using the technique of Importance Performance Analysis (IPA). The results of this study indicate that the level of overall student satisfaction toward the dimension tool is categorized unsatisfactory, satisfactory categorized infrastructure dimensions, dimensions of teachers categorized as quite satisfactory, the dimensions of employees categorized as quite satisfactory, satisfying dimension classified curriculum and governance dimension considered quite satisfactory. Of the 35 indicators that are analyzed then there are five indicators included in the quadrant A, which is the main priority, 13 indicators are included in quadrant B (perception and expectation was based), who fall into quadrant C there are 10 indicators (dunulai low priority), and there seven indicators included in quadrant D (be overestimated by the students). Keywords: Quality of Service, Facilities, Infrastructure, Teachers, Employees, Curriculum, and Guardian order. ABSTRAKSI Kualitas layanan jasa dapat diukur dengan melihat seberapa jauh efektifitas layanan jasa dapat mempertipis kesenjangan antara harapan dengan layanan jasa yang diberikan dan Tingkat kepuasan siswa atas suatu pelayanan dapat diukur dengan membandingkan antara harapan siswa terhadap kualitas pelayanan yang diinginkannya dengan kenyataan yang diterimanya. Oleh sebab itu penelitian ini dilakukan untuk mengetahui seberapa besar tingkat harapan dan kinerja dari sarana, prasarana, guru, karyawan, kurikulum, dan tata pamong. Data mengenai sarana, prasarana, guru, karyawan, kurikulum, dan tata pamong dikumpulkan melalui wawancara dengan menggunakan kuesioner. Responden pada penelitian ini diambil sebanyak 100 orang siswa SMK Antonius Semarang berdasarkan metode proportional stratified random sampling yang terdistribusi secara proporsional pada setiap tingkatan kelas dan jurusan. Selanjutnya, data yang terkumpul dianalisis dengan menggunakan teknik Importance Performance Analysis (IPA). Hasil penelitian ini menunjukkan bahwa tingkat kepuasan siswa secara keseluruhan terhadap dimensi sarana dikategorikan tidak memuaskan, dimensi prasarana dikategorikan cukup memuaskan, dimensi guru dikategorikan cukup memuaskan, dimensi karyawan dikategorikan cukup memuaskan, dimensi kurikulum dikategorikan memuaskan dan dimensi tata pamong dikategorikan cukup memuaskan. Dari 35 indikator yang dianalisis maka ada 5 indikator yang masuk dalam kuadran A, yaitu prioritas utama, 13 indikator yang masuk dalam kuadran B (persepsi dan harapan sudah sesuai), yang masuk dalam kuadran C ada 10 indikator (dunulai rendah prioritasnya), dan ada 7 indikator yang masuk dalam kuadran D (dinilai berlebihan oleh siswa). Kata kunci : Kualitas Pelayanan, Sarana, Prasarana, Guru, Karyawan, Kurikulum, dan Tata Pamong.