MUTU LAYANAN SEKOLAH PADA SEKOLAH MENENGAH PERTAMA

Muthahharah Thahir, Aan Komariah, Dedy Achmad Kurnaidy, Nugraha Suharto

Abstract


The aim of this study was to determine the quality of school services in junior high schools in terms of tangible, reliable, re-sponsorship, assurance and empathy. This research is a quantitative descriptive study conducted at SMP / MTs in Gowa Regency. The research population is the principal, deputy principal and teachers of 8 SMP / MTs in Gowa Regency, totaling 523 people. The research sample was determined using the Slovin formula so that the research sample numbered 231 people. The research data were processed using averages and percentages. The results showed that the quality of school services at SMP / MTs was generally good. However, it is still necessary to improve the quality of these services, especially in the tangible aspect. The school has tried to provide quality services but in fact there are still problems found so that this becomes an obstacle in providing services to students

Keywords


Quality of Service, Quality Schools, School Services

References


Akande, O.M. (1985). Hints on Teaching Practice and General principles of Education. Lagos, OSKO Associates.

Carrillat, F.A., Jaramillo, F. & Mulki, J.P. (2007). The validity of the SERVQUAL and SERVPERF scales: a meta-analytic view of 17 years of research across five continents. International Journal of Service Industry Management, 18(5). 472-90.

Chowdhary.M., & Prakash.N.,(2007).” Pritoritizing Service Quality Dimension”, Journal of Managing Service Quality, 17 (5), 493-503

Farrant,J. S. (1991). Principles and practice of Education (Tenth Impression Singapore Longman.

Fraenkel, Jack. R., & Norman E. Wallen. (2012). How to Design and Evaluate Research in Education 8th Edition. Boston: McGraw-Hill Higher Education.

Fredy, F., Tembang, Y., & Purwanto, R. 2019. Analisis Kepuasan Orangtua dan Siswa terhadap Kualitas Layanan Pendidikan Dasar. Musamus Journal of Primary Education, 59-66.

Ilias, A., Hasan, H. F. A., Rahman, R. A., & Yasoa, M. R. (2008). Student satisfaction and service quality: Any differences in demographic factors. International Business Research, 1(4), 131-143.

Indrawati,Aniek. 2011. PengaruhKualitas Layanan Lembaga Pendidikan terhadap Kepuasan Konsumen.Jurnal Ekonomi Bisnis. 16 (1), 25-35.

Johnson, D. (2017). The Role of Teachers in Motivating Students to Learn. BU Journal of Graduate Studies in Education, 9(1), 46-49.

Kao, P.-H., and H. Kao. 2007. “Taiwanese Executives’ Leadership Styles and their Preferred Decision-making Models Used in Mainland China.” Journal of American Academy of Business, Cambridge 10 (2): 71–79.

Kuo , Chang , Lai . (2011). Identifying critical service quality attributes for higher education in hospitality and tourism: African Journal of Business Management. 5(30).

Moenir, A. S. (1995). Management of Public Services in Indonesia. PT Bumi Aksara. Jakarta.

Oketcho, E. J., Ssempala, F., Ujeyo, M. S. S., & Atibuni, D. Z. (2020). Headteachers’ Management Styles and Teachers’ Role Performance in Secondary Schools in Tororo District, Uganda. Journal of Education, 200(2), 111-119.

Owoeye, J. S., & Olatunde Yara, P. (2011). School facilities and academic achievement of secondary school agricultural science in Ekiti State, Nigeria. Asian social science, 7(7), 64-74.

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49.. 41-50.

Radja, N.R.,Supramono, B.S.Sulasmono.2013. “Pengaruh Kualitas Layanan Atas Kepuasan Siswa Dan Dampaknya Terhadap Loyalitas Siswa Di SMK Kristen Salatiga,” Satya Widya, 29 (2), 83-92

Sancoko,Bambang. 2010.“Pengaruh Remunerasi terhadap Kualitas Pelayanan Publik,”Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, 17 (1), 43-51

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services marketing: Integrating customer focus across the firm. New York: McGraw Hill.

Zeithaml, Valerie A., Berry, Leonard L. (2003) Delivering Quality Service, The Free Press, New York, N.Y




DOI: https://doi.org/10.17509/jap.v27i2.29200

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Jurnal Administrasi Pendidikan



ISSN: p.1412-8152 e.2580-1007
Jurnal Administrasi Pendidikan is issued by Program Studi Administrasi Pendidikan Sekolah Pascasarjana Universitas Pendidikan Indonesia
Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
free hit counter
View My Stats