ABSTRAK
Tujuan penelitian ini adalah (1) Mengetahui tingkat kepuasan siswa
terhadap kualitas pelayanan pendidikan sebagai hasil Implementasi Sistem
Manajemen Mutu ISO 9001: 2008 yang telah dilaksanakan oleh SMK Negeri 1
Surakarta. (2) Menentukan atribut kualitas pelayanan pendidikan meliputi bukti
fisik (tangible), keandalan (reliability), ketanggapan (responsiveness), jaminan
(assurance), dan empati (empathy) yang menjadi prioritas untuk ditingkatkan
pihak SMK Negeri 1 Surakarta.
Metode penelitian yang digunakan dalam penelitian ini adalah metode
deskriptif kuantitatif, sumber data dalam penelitian ini adalah seluruh siswa dari
kelas XI-XII di SMK Negeri 1 Surakarta pada tahun 2014 yang berjumlah 476
siswa. Pada penelitian ini, rumus Slovin digunakan dalam pengambilan sampel
sehingga diperoleh sampel sebanyak 90 responden. Jumlah sampel setiap
kelompok diambil dengan teknik teknik quota sampling, propotional sampling,
dan random sampling. Try out yang dilakukan terhadap 30 responden di dalam
populasi, dengan hasil valid dan reliabel. Adapun teknik analisis data yang
digunakan adalah teknik Importance Performance Analysis (IPA).
Berdasarkan hasil penelitian dapat disimpulkan bahwa (1) Siswa belum
merasa puas terhadap implementasi sistem manajemen mutu ditinjau dari kualitas
pelayanan yang mencakup lima aspek yaitu: berwujud (tangible), keandalan
(reliability), ketanggapan (responsiveness), jaminan (assurance), empati
(empathy). Hal ini tercermin dari hasil analisis kesesuaian total antara tingkat
kinerja dan tingkat harapan pelanggan dengan hasil sebesar 80,96%. (2)
Berdasarkan analisis diagram kartesius terdapat 15 atribut kualitas pelayanan yang
harus ditingkatkan oleh SMK Negeri 1 Surakarta agar kepuasan siswa meningkat,
yaitu ruang kelas, business center, ruang perpustakaan, serta ruang UKS dinilai
belum memadai; bahan ajar dan koleksi buku diperpustakaan dinilai kurang
lengkap; peralatan praktik di laboratorium dinilai belum sesuai kebutuhan; alat
peraga dalam proses pembelajaran dinilai kurang; masih kurangnya penggunaan
model, metode, dan media pembelajaran yang menarik dalam proses
pembelajaran; respon guru terhadap keluhan siswa dinilai kurang; karyawan tidak
selalu siap diruangan; kemampuan penguasaan kelas oleh guru dinilai kurang;
pengembangan bakat siswa diluar bidang akademik kurang difasilitasi sekolah;
pemberian beasiswa bagi siswa berprestasi dan kurang mampu dinilai kurang.
Kata kunci: Kepuasan siswa, Kualitas pelayanan, Sistem Manajemen Mutu,
Importance Performance Analysis (IPA)
ABSTRACT
The purpose of this research is (1) to determine the performance of the
quality of educational services as result of implementation of the Quality
Management System ISO 9001:2008 by SMK Negeri 1 Surakarta. (2) to
determine the attributes of quality educational services include tangible,
reliability, responsiveness , assurance, empathy is a priority services quality
improvement in SMK Negeri 1 Surakarta.
This research used descriptive quantitatif research method, sources of
data in this research were all students of class XI – XII SMK Negeri 1 Surakarta
in 2014 which amounted to 476 students. In this research, Slovin formula used in
the sampling in order to obtain a sample of 90 respondents. The number of
samples of each group were taken with quota sampling technique, the propotional
sampling, and random sampling. Try out wich do to 30 respondent in population
with a valid and reliable results. The data analysis technique that used is
Importance Performance Analysis (IPA).
Based on the results of research conclude that: (1) Students do not feel
satisfied with the implementation of quality management systems in terms of
quality services which covers five aspects: tangible, reliability, responsiveness,
assurance, and empathy. This is reflected in the results of the analysis of the
suitability of the total between the level of performance and the level of customer
expectations which gives a yield of 80.96%. (2) Based on the analysis of
dimensional Cartesian diagram there are 15 attributes of quality of education
services should be improved by SMK Negeri 1 Surakarta in order to increase
student satisfaction, there are: classrooms, business center, library, and the
infirmary not been adequately assessed; teaching materials and a collection of
books in the library were considered less complete; equipment in the laboratory
practices not considered appropriate; props in the learning process is considered
less; lack the use of models, methods, and instructional media interest in the
learning process; teacher response to student complaints considered less;
employees are not always ready to size; the ability to master classes by teachers
considered less; development of student talent outside the academic field less be
facilitated of the school; scholarships for outstanding students and underprivileged
considered less.
Keyword: Student satisfaction, Service quality, Quality Management System,
Importance Performance Analysis (IPA) technique.