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All Journal Jurnal Manajemen Pendidikan: Jurnal Ilmiah Administrasi, Manajemen dan Kepemimpinan Pendidikan Journal on Education Satya Widya: Jurnal Studi Agama Jurnal Manajemen Pendidikan Al Hadi Jurnal Ekonomi Utama (Juria) Innovative: Journal Of Social Science Research Majalah Ilmiah METHODA Merdeka Belajar Kampus Merdeka Pinisi Journal of Community Service Journal of Educational Development and Learning (JEDAL) Paidagogia Jurnal Cahaya Edukasi Journal of Profession Education
Muallim Muallim
Universitas Negeri Makassar
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Medicine & Pharmacology Public Health Social Sciences Other

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Journal : Merdeka Belajar Kampus Merdeka

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Analisis Kualitas Layanan Pendidikan Berdasarkan Model Servqual: Studi Kasus di SMA Negeri 12 Sinjai Muallim, Muallim; Muallim
Merdeka Belajar Kampus Merdeka Vol 3 No 1 (2026): Merdeka Belajar Kampus Merdeka
Publisher : LPPM UNUSIDA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55732/0a1fzh44

Abstract

Penelitian ini bertujuan menganalisis kualitas layanan pendidikan di SMA Negeri 12 Sinjai berdasarkan lima dimensi Servqual: bukti fisik, keandalan, daya tanggap, jaminan, dan empati. Menggunakan pendekatan kualitatif deskriptif evaluatif, data dihimpun melalui observasi, wawancara mendalam, dan angket terhadap 66 siswa. Hasil penelitian menunjukkan kualitas layanan berada pada kategori sangat baik. Dimensi keandalan, jaminan, dan empati menjadi keunggulan utama melalui implementasi Kurikulum Merdeka serta pendekatan guru yang humanis. Pemanfaatan WhatsApp efektif meningkatkan daya tanggap layanan informasi secara real-time. Namun, terdapat tantangan pada dimensi bukti fisik seperti keterbatasan ruang komputer, area parkir, dan kedisiplinan waktu guru. Penelitian ini merekomendasikan penataan ulang sarana prasarana dan penguatan manajemen disiplin untuk mempertahankan mutu layanan. Temuan ini menegaskan bahwa kualitas layanan pendidikan bersifat kontekstual dan bergantung pada sinergi antara kompetensi pedagogik serta ketersediaan fasilitas penunjang. This study analyzes the educational service quality at SMA Negeri 12 Sinjai based on five Servqual dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Using a descriptive qualitative evaluative approach, data were gathered through observsation, in-depth interviews, and questionnaires from 66 students. The findings indicate that the service quality is categorized as excellent. Reliability, assurance, and empathy emerge as primary strengths, driven by the Merdeka Curriculum implementation and humanistic teaching approaches. Furthermore, the use of WhatsApp effectively enhances real-time responsiveness. However, challenges persist in the tangible dimension, specifically regarding limited computer labs, parking areas, and teacher time discipline. This research recommends infrastructure reorganization and strengthened discipline management to maintain service standards. The results emphasize that educational service quality is highly contextual, depending on the synergy between pedagogical competence and supporting facilities.
Analisis Kualitas Layanan Pendidikan Berdasarkan Model Servqual: Studi Kasus di SMA Negeri 12 Sinjai Muallim, Muallim; Muallim
Merdeka Belajar Kampus Merdeka Vol 3 No 1 (2026): Merdeka Belajar Kampus Merdeka
Publisher : LPPM UNUSIDA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55732/0a1fzh44

Abstract

Penelitian ini bertujuan menganalisis kualitas layanan pendidikan di SMA Negeri 12 Sinjai berdasarkan lima dimensi Servqual: bukti fisik, keandalan, daya tanggap, jaminan, dan empati. Menggunakan pendekatan kualitatif deskriptif evaluatif, data dihimpun melalui observasi, wawancara mendalam, dan angket terhadap 66 siswa. Hasil penelitian menunjukkan kualitas layanan berada pada kategori sangat baik. Dimensi keandalan, jaminan, dan empati menjadi keunggulan utama melalui implementasi Kurikulum Merdeka serta pendekatan guru yang humanis. Pemanfaatan WhatsApp efektif meningkatkan daya tanggap layanan informasi secara real-time. Namun, terdapat tantangan pada dimensi bukti fisik seperti keterbatasan ruang komputer, area parkir, dan kedisiplinan waktu guru. Penelitian ini merekomendasikan penataan ulang sarana prasarana dan penguatan manajemen disiplin untuk mempertahankan mutu layanan. Temuan ini menegaskan bahwa kualitas layanan pendidikan bersifat kontekstual dan bergantung pada sinergi antara kompetensi pedagogik serta ketersediaan fasilitas penunjang. This study analyzes the educational service quality at SMA Negeri 12 Sinjai based on five Servqual dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Using a descriptive qualitative evaluative approach, data were gathered through observsation, in-depth interviews, and questionnaires from 66 students. The findings indicate that the service quality is categorized as excellent. Reliability, assurance, and empathy emerge as primary strengths, driven by the Merdeka Curriculum implementation and humanistic teaching approaches. Furthermore, the use of WhatsApp effectively enhances real-time responsiveness. However, challenges persist in the tangible dimension, specifically regarding limited computer labs, parking areas, and teacher time discipline. This research recommends infrastructure reorganization and strengthened discipline management to maintain service standards. The results emphasize that educational service quality is highly contextual, depending on the synergy between pedagogical competence and supporting facilities.
Co-Authors A. Rahmatia Afina, Nur Alimiah, Hukaima Ansar Ansar Asriadi Asriadi Chalid Imran Musa Elda Elda Fahmi Surya Abdi Fahmi Surya Abdi Firdaus Firdaus Komang Putra Narayana m, khairunnisa Nasir Nasir Nurhalisa, Nurhalisa Nurjannah Nurjannah Saudi, Muammar Sri Yunita Simanjuntak Yuda Satria Nugraha