Kompetensi Tenaga Administrasi Dalam Meningkatkan Pelayanan Kepada Mahasiswa STAI Ma’arif Kalirejo Kabupaten Lampung Tengah

Abstract

This study aims to determine the competence of administrative staff, the quality of administrative services and to determine the competence of administrative staff in improving administrative services. This research is included in quantitative descriptive research with data collection techniques used are, observation, interviews and documentation. The results showed that the competencies possessed by administrative staff in improving the quality of administrative services seen from the aspects of physical evidence, reliability, responsiveness, assurance, and empathy were categorized as very good. Based on the results that have been found, it can be seen that the average competence possessed by administrative staff is seen from the dimensions of service quality which include tangibles, reliability, responsiveness, assurance and empathy indicates that the competence of his personality It can be seen that the most prominent competence possessed by administrative staff is technical competence while the lowest competence is social competence. The conclusions that can be drawn based on the quality of service seen from the tangibles aspect are that it is necessary to add related facilities, from the reliability aspect, it is good because it has reliability in handling any complaints from students, and is reliable in terms of time and accuracy of service processes. From the aspect of responsiveness, it has been very good because of the mutual communication between administrative staff and administrative staff. Judging from the assurance aspect, there is a guarantee for the security of the service environment as well as a definite guarantee for students provided by administrative staff, while from the empathy aspect, the willingness of the head of administration in serving students is good.