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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. |