PELAYANAN PRIMA DI SEKSI PENDIDIKAN MENENGAH SUKU DINAS PENDIDIKAN WILAYAH I KOTA ADMINISTRASI JAKARTA SELATAN

FINNA FAUZIYAH HIDAYAT, . (2023) PELAYANAN PRIMA DI SEKSI PENDIDIKAN MENENGAH SUKU DINAS PENDIDIKAN WILAYAH I KOTA ADMINISTRASI JAKARTA SELATAN. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan penelitian ini adalah untuk memberikan petunjuk dalam memperbaiki layanan dengan cara penerapan pelayanan prima melalui analisis RATER sebagai berikut: 1) Keandalan (Reliability), 2) Jaminan (Assurance), 3) Fasilitas Fisik (Tangibles), 4) Empati (Empathy), dan Daya Tanggap (Responsiveness). Penelitian ini menggunakan pendekatan kualitatif dengan metode deskriptif. Pengumpulan data dilakukan melalui wawancara, observasi, dan studi dokumentasi. Informan penelitian ini meliputi tiga pegawai instansi seksi pendidikan menengah, kepala seksi pendidikan menengah, dan tiga penerima layanan seksi pendidikan menengah. Hasil penelitian yang diperoleh menunjukkan bahwa pelayanan yang diberikan oleh seksi Pendidikan Menengah Suku Dinas Pendidikan Wilayah I Kota Administrasi Jakarta Selatan sebagian besar telah memberikan pelayanan prima, hal ini dibuktikan dengan keandalan pegawai instansi yang sudah berkompeten dalam memberikan pelayanan yang akurat dan terjamin kebenarannya sesuai dengan prosedur pelayanan yang berlaku serta pelayanan diberikan secara gratis kepada penerima layanan. Selain itu, sarana dan prasarana yang disediakan telah memadai dan menunjang selama proses pelayanan berlangsung serta kebersihannya yang terjaga sehingga memberikan kenyamanan. Pelayanan prima juga didukung dengan adanya sikap empati dan daya tanggap pegawai instansi yang dibuktikan dengan keramahan, kepedulian, sopan dan santun serta cepat tanggap dalam merespon pelayanan maupun keluhan untuk menciptakan pelayanan prima. Namun demikian, instansi tetap memerlukan peningkatan pelayanan seperti fasilitas fisik pada ruang tunggu, adanya pelatihan khususnya kepada pegawai instansi yang telah berusia tua, penambahan sumber daya manusia, dan prosedur pelayanan sebaiknya dibuat secara tertulis.*****The purpose of this study is to provide guidance in improving services by implementing excellent service through RATER analysis as follows: 1) Reliability, 2) Assurance, 3) Physical Facilities (Tangibles), 4) Empathy (Empathy), and Responsiveness (Responsiveness). This research uses a qualitative approach with a descriptive method. Data collection was conducted through interviews, observations, and documentation studies. The informants of this research included three employees of the secondary education section agency, the head of the secondary education section, and three service recipients of the secondary education section. The results of the research obtained show that the services provided by the Tribal Secondary Education section of the Education Office Region I of the South Jakarta Administration City have mostly provided excellent service, this is proven by the reliability of agency employees who are competent in providing accurate and guaranteed services in accordance with applicable service procedures and services provided free of charge to service recipients. In addition, the facilities and infrastructure provided are adequate and supportive during the service process and cleanliness is maintained so as to provide comfort. Excellent service is also supported by the empathy and responsiveness of agency employees as evidenced by friendliness, care, courtesy and courtesy as well as quick responsiveness in responding to services and complaints to create excellent service. However, agencies still need to improve services such as physical facilities in waiting rooms, training, especially for elderly agency employees, additional human resources, and service procedures should be made in writing.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. R. Madhakomala, M.Pd. ; 2). Prof. Dr. Masduki, S.H., MM.
Subjects:	Manajemen > Manajemen Kantor, Organisasi Manajemen > Perilaku Konsumen
Divisions:	FIP > S1 Manajemen Pendidikan
Depositing User:	Users 18920 not found.
Date Deposited:	25 Aug 2023 00:24
Last Modified:	25 Aug 2023 00:24
URI:	http://repository.unj.ac.id/id/eprint/39729

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