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ANALISIS KUALITAS PELAYANAN PENDIDIKAN PADA SMK BATIK 1 SURAKARTA

Eryna Noermalitasari - -, Sri Wahyuni - -, Jonet Ariyanto Nugroho - -

Abstract


Penelitian dilatarbelakangi oleh rendahnya tingkat kepuasan siswa atas kualitas pelayanan pendidikan. Tujuan penelitian adalah mengetahui: (1)Besarnya tingkat kepentingan atribut kualitas pelayanan pendidikan, (2)Besarnya tingkat kinerja atribut kualitas pelayanan pendidikan, (3)Besarnya tingkat kepuasan siswa, (4)Atribut pelayanan pendidikan yang perlu ditingkatkan, dan (5)Atribut pelayanan pendidikan yang perlu dipertahankan. Berdasarkan tujuan, penelitian ini termasuk dalam penelitian eksploratif, dan jika berdasarkan teknik pengumpulan datanya, maka penelitian ini termasuk dalam jenis penelitian kuantitatif. Populasinya berjumlah 504 siswa dan sampelnya berjumlah 223 siswa. Berdasarkan penelitian yang dilaksanakan, hasil skor total dari kinerja sebesar 24.107, sedangkan skor total dari kepentingan sebesar 27.569. Berdasarkan skor tersebut, dapat diperoleh tingkat kesesuaian total sebesar 87,44%. 87,44% < 100%, sehingga dikatakan bahwa kinerja yang diberikan SMK Batik 1 Surakarta belum mampu memenuhi harapan siswanya. Tingkat kesesuaian tiap dimensinya sebesar: (1)Empati skor kesesuaiannya 87,38%, (2)Bukti fisik skor kesesuaiannya 88,84%, (3)Keandalan skor kesesuaiannya 87,88%, (4) Daya tanggap skor kesesuaiannya 84,95%, dan (5)Jaminan skor kesesuaiannya 88,06%. Pemetaan dalam diagram Kartesius, diperoleh hasil bahwa: (1)Terdapat 7 atribut yang masuk dalam kuadran A, (2)Terdapat 15 atribut yang masuk dalam kuadran B, (3)Terdapat 12 atribut yang masuk dalam kuadran C, dan (4)Terdapat 1 atribut yang masuk dalam kuadran D.

 

Kata kunci: Kepuasan, kualitas layanan pendidikan


The research is motivated by the low level of student satisfaction on the quality of educational services. The research objective was to determine: (1) The level of interest attributes of quality educational services, (2) The level of performance attributes of quality educational services, (3) The level of student satisfaction, (4) Attributes education services need to be improved, and (5) Attributes educational services need to be maintained. Based on the purpose, this study is included in exploratory research, and if based on data collection techniques, this research included in this type of quantitative research. And a population of 504 students and the sample totaled 223 students. Based on the research conducted, the results of the total score of the performance of 24 107, while the total score of the interests of 27 569. Based on these scores, can be obtained in total conformity level of 87.44%. 87.44% <100%, so it is said that the performance of a given SMK Batik 1 Surakarta has not been able to meet the expectations of their students. The suitability of each dimension of: (1) Empathy scores compliance 87.38%, (2) physical evidence compliance score of 88.84%, (3) Reliability scores compliance 87.88%, (4) Responsiveness compliance scores 84.95 %, and (5) guarantee compliance score of 88.06%. Mapping in the diagram Cartesian, showed that: (1) There are seven attributes that are included in quadrant A, (2) There are 15 attributes included in quadrant B, (3) There are 12 attributes included in quadrant C, and (4) There 1 attribute included in quadrant D.

 

Keywords: satisfaction, quality of educational services



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