Abstract
The problem in this study is that the quality of education services in MTSN City of Probolinggo has an effect on service user satisfaction. The purpose of this study was to determine the satisfaction index of education service users which consisted of reliability, responsiveness, assurance, empathy, and tangible variables. The population of this study were all users of educational services, namely all students and guardians of students in MTSN Kota Probolinggo. This research is a descriptive quantitative research type with the instrument used in the form of a questionnaire. The data analysis method used in this research is the Community Satisfaction Index (IKM) in accordance with the Decree of the Minister of State Apparatus Empowerment Number: KEP / 25 / M.PAN / 2/2004. Community Satisfaction (IKM) is calculated using the weighted average value of each service element. The sample in this study were 150 respondents. The type of data used is primary data obtained through questionnaires. The results of the IKM research in MTSN City of Probolinggo have an education service satisfaction index value of 3.28 and an IKM value of 82 which means that the quality of service is included in category A, so that customer satisfaction with the quality of service can be said to be very satisfied. The conclusion of the research result shows that the quality of education services provided by MTSN Kota Probolinggo is very satisfying.
 Keyword : satisfaction index, IKM, users of education services
Highlights
Abstrack The problem in this study is that the quality of education services in MTSN City of Probolinggo has an effect on service user satisfaction
The purpose of this study was to determine the satisfaction index of education service users which consisted of reliability, responsiveness, assurance, empathy, and tangible variables
The population of this study were all users of educational services, namely all students and guardians of students in MTSN Kota Probolinggo
Summary
Dengan adanya penelitian ini diharapkan mampu menambah gagasan dan wawasan terhadap teori tentang indeks kepuasan pengguna layanan pendidikan. Hasil penelitian dapat digunakan sebagai bahan acuan dalam pembuatan kebijakan yang menyangkut kualitas layanan pendidikan. Kualitas pelayanan adalah segala upaya atau usaha untuk memenuhi kebutuhan dan keinginan pelanggan atau konsumen dengan ketepatan dalam mengimbangi harapan pelanggan (Tjiptono, 2007). Berkualitas atau tidaknya suatu pelayanan dipengaruhi oleh dua faktor yakni: Provider (penyedia jasa) dan Pelanggan. Pertama provider (penyedia jasa) lembaga pendidikan dikatakan bermutu apabila sesuai dengan standart yang telah ditentukan. Kedua yaitu faktor pelanggan lembaga pendidikan dikatakan bermutu apabila telah memenuhi kebutuhan dan kepuasan pelanggan. Menurut Kotler (Alma 2007:286) menyatakan bahwa kualitas pelayanan adalah suatu cara kerja perusahaan atau lembaga yang berusaha mengadakan perbaikan mutu secara terus menerus terhadap proses, produk dan servis yang dihasilkan perusahaan. Kelima dimensi ini menunjukkan persepsi pelanggan pada tiap-tiap dimensi, diantaranya adalah:
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