MUTIARA SAFIRA SAPUTRA, CUT (2023) OPERASIONALISASI METODE SERVICE QUALITY (SERVQUAL) PADA SEKOLAH DASAR NEGERI 7 KOTA SERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Since 1953 Public Elementary School 7 is one of the educational institutions in Serang City area Banten, which has 366 students with a total 12 classrooms. The problem of this research is that there is competition between public elementary schools and private elementary schools, so the aim of this research is to find out operational activities in the service quality of Public Elementary School 7 so that it is more in line with the expectations of students and parents (as stakeholders), to find out what services need to be improved immediately to reduce complaints and to find out the proposed improvements made by Public Elementary School 7. Therefore, the author uses the Service Quality method in Gaps 5 in school operational activities to solve the problems. The results of research at Public Elementary School 7 in improving the quality of service to students and parents can be said to be unsatisfactory, as can be seen from the overall servqual score of -8.88, indicating dissatisfaction. From the calculations that have been carried out, there are several services that must be immediately improved,the tangible dimension with indicators for repairing toilets and their equipment and the availability of canteens, and the empathy dimension with indicators of teachers providing counseling to students who are then given suggestions for improvement using 5W + 1H.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Sejak tahun 1953 Sekolah Dasar Negeri 7 telah berdiri sebagai salah satu Instansi Pendidikan pada Kota Serang – Banten yang memiliki jumlah siswa sebanyak 366 siswa dengan total 12 ruang kelas. Permasalahan dari penelitian ini adanya persaingan antar sekolah negeri dengan sekolah swasta sehingga tujuan dari penelitian ini untuk mengetahui aktivitas operasional dalam kualitas pelayanan Sekolah Dasar Negeri 7 agar lebih sesuai dengan harapan peserta didik dan wali murid (sebagai Stakeholder), mengetahui pelayanan apa saja yang harus segera diperbaiki untuk mengurangi keluhan dan mengetahui usulan perbaikan yang dilakukan Sekolah Dasar Negeri 7. Oleh karena itu penulis menggunakan metode Service Quality pada Gaps 5 dalam aktivitas operasional sekolah untuk menyelesaikan permasalahan diatas. Hasil dari penelitian di Sekolah Dasar Negeri 7 dalam meningkatkan kualitas pelayanan kepada para peserta didik dan wali murid dapat dikatakan belum memuaskan, terlihat dari nilai servqual keseluruhan -8.88, menunjukkan adanya ketidakpuasan. Dari perhitungan yang sudah dilakukan terdapat beberapa pelayanan yang harus segera diperbaiki yaitu dimensi tangible dengan indikator perbaikan toilet beserta peralatannya dan ketersediaan kantin, dan dimensi empathy dengan indikator guru memberikan konseling terhadap siswa yang kemudian diberi usulan perbaikan menggunakan 5W + 1H. | |||||||||
| Uncontrolled Keywords: | Servqual, Gap 5, 5W + 1H Servqual, Gaps 5, 5W+1H | |||||||||
| Subjects: | H Social Sciences > HB Economic Theory | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen |
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| Depositing User: | Mrs cut mutiara safira saputra | |||||||||
| Date Deposited: | 19 Dec 2023 11:25 | |||||||||
| Last Modified: | 20 Dec 2023 10:10 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/31383 |
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