Kriswindari, Novi (2017) Analisis Kepuasan Siswa Terhadap Pelayanan Pendidikan di SMA Negeri 1 Sumenep. Diploma thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pelayanan merupakan suatu kegiatan interaksi publik dimana interaksi tersebut terjadi antara seseorang dengan orang lain dalam hal memenuhi kepuasan. Penelitian ini akan mengangkat topik tentang pelayanan jasa pendidikan di Sekolah Menengah Atas Negeri 1 Sumenep yang terletak di Jalan Payudan Timur No.1 Kecamatan Pabian Kabupaten Sumenep. Sesuai dengan tanggung jawab sekolah selaku penyedia pendidikan dan memberikan pelayanan pendidikan kepada siswa maka perlu dilakukan penelitian mengenai kepuasan siswa terhadap pelayanan pendidikan di sekolah. Variabel pengukur kepuasan pelayanan dikategorikan menjadi 5 dimensi yaitu keandalan, ketanggapan, empati, jaminan dan bukti fisik. Pengambilan sampel menggunakan metode sampling acak sederhana sehingga diperoleh sebanyak 123 responden. Berdasarkan hasil analisis karakteristik data diketahui bahwa siswa jurusan IPA berdasarkan jenis kelamin yaitu 45% berjenis kelamin laki-laki dan 55% berjenis kelamin perempuan. Sedangkan pada jurusan IPS berdarkan jenis kelamin yaitu 33% berjenis kelamin laki-laki dan 67% berjenis kelamin perempuan. Sedangkan pada analisis kesenjangan dan uji hipotesis menunjukkan bahwa atribut variabel atau pernyataan yang perlu diprioritaskan untuk dilakukan perbaikan yaitu kesigapan karyawan yang bertugas di UKS dalam menangani kesehatan siswa, keramahan petugas UKS saat menangani siswa yang sakit, guru memperlakukan siswa dengan adil, guru menguasai materi pelajaran dengan baik dan memiliki fasilitas ruang kelas yang lengkap. Kemudian terdapat perbedaan antara kenyataan dan harapan tentang kepuasan pelayanan menurut siswa.
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Servicing is a public interactional activity which occurs among people in order to fulfill the satisfaction. The researcher will investigate the educational services at Senior High School 1 Sumenep located in Payudan Timur No. 1, Pabian, Sumenep. Since a school has responsibilities to facilitate and give the educational services to students, this study is highly expected to completely prove the students’ satisfaction toward the educational services given by their school. A variable of the survey measurement of the service’s satisfaction is categorized into 5 dimensions; those are the reliability, perception, empathy, guaranty, and physical evidence. In sample’s gathering, this study used simple random sampling method which acquired 123 respondents. Based on the data analysis of characteristic, it shows that students of Science Studies consist of 45% males and 55% females. Meanwhile, the major of Social Studies consists of 33% males and 67% females. Based on Gap and paired test, it shows attribute’s variable or statements that need to be prioritized to have better improvement are the staff of Student Health Center should always be ready in handling the students’ health, the staff of Student Health Center should show friendly attitude to students, teachers should treat students subjectively, teachers should also have deep understanding of the materials, and students need equipping facilities in the classroom. Moreover, there is a difference between reality and expectation about satisfaction of service according to student
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Kesenjangan, Kepuasan, Pelayanan Publik, Uji Rata-rata data berpasangan, Gap, Satisfaction, Public Services, Average Pair Data Testament |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics |
| Divisions: | Faculty of Mathematics and Science > Statistics > 49401-(D3) Diploma 3 |
| Depositing User: | NOVI NOVI KRISWINDARI |
| Date Deposited: | 14 Aug 2017 02:00 |
| Last Modified: | 14 Aug 2017 02:00 |
| URI: | http://repository.its.ac.id/id/eprint/41873 |
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