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Siti Novi Coaliani
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Implementasi Manajemen Mutu Terpadu Berbasis Fokus Pelanggan dalam Meningkatkan Kepuasan Layanan Pendidikan di SDN 007 Sangatta Utara Laila; Siti Novi Coaliani; Phiniel Kurung Pabita; Azainil; Laili Komariyah
Pendas : Jurnal Ilmiah Pendidikan Dasar Vol. 11 No. 02 (2026): Volume 11 Nomor 02, Juni 2026 Public
Publisher : Program Studi Pendidikan Guru Sekolah Dasar FKIP Universitas Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jp.v11i02.45467

Abstract

Penelitian ini bertujuan menganalisis implementasi Manajemen Mutu Terpadu (Total Quality Management) berbasis fokus pelanggan dalam meningkatkan kepuasan layanan pendidikan di SDN 007 Sangatta Utara. Penelitian menggunakan pendekatan kualitatif dengan desain studi kasus. Data dikumpulkan melalui wawancara mendalam, observasi, dan dokumentasi terhadap 21 informan yang terdiri dari kepala sekolah, guru, orang tua, dan siswa. Analisis data menggunakan model Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan, serta didukung kuantifikasi sederhana melalui tabulasi hasil wawancara. Hasil menunjukkan bahwa implementasi TQM berbasis fokus pelanggan berjalan baik, terutama pada aspek responsivitas layanan dan komunikasi sekolah dengan orang tua. Sebanyak 18 dari 21 informan menyatakan waktu respons layanan berada pada rentang ≤24 jam. Sebanyak 20 informan menilai penggunaan media komunikasi digital seperti WhatsApp efektif dalam mendukung pelayanan. Tingkat kepuasan pelanggan berada pada kategori tinggi, terutama pada interaksi guru dan proses pembelajaran. Beberapa aspek masih memerlukan peningkatan, terutama layanan administrasi, fasilitas, dan pemanfaatan teknologi.
ANALISIS KEKUATAN, KELEMAHAN, PELUANG, DAN ANCAMAN (SWOT) UNTUK PENENTUAN RENCANA STRATEGIS DI SMKN 2 SANGATTA UTARA Phiniel Kurung Pabita; Laila; Siti Novi Coaliani; Nanda Putri Amelia Santoso; Dini Aulia Mahmud; Nurlaili; Usfandi Haryaka
Pendas : Jurnal Ilmiah Pendidikan Dasar Vol. 11 No. 02 (2026): Volume 11 No. 2, Juni 2026 Release
Publisher : Program Studi Pendidikan Guru Sekolah Dasar FKIP Universitas Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jp.v11i02.51367

Abstract

This study aims to analyze the strengths, weaknesses, opportunities, and threats in determining the strategic plan of SMKN 2 Sangatta Utara. The research employed a descriptive qualitative approach using SWOT analysis as the primary instrument to map the school’s internal and external conditions. Data were collected through in-depth interviews, observations, document analysis, and focus group discussions involving the principal, teachers, educational staff, students, and industrial partners. The findings reveal that SMKN 2 Sangatta Utara possesses significant strengths in the competencies of vocational teachers, industrial partnerships, and the availability of vocational practice facilities. Weaknesses were identified in administrative digitalization, unequal information technology competencies among educators, and limited funding for laboratory development. Opportunities arise from the increasing demand for skilled labor, government policies on vocational education revitalization, and the growth of technology-based industries in East Kalimantan. Threats include competition among vocational schools, rapid technological changes in industry, and challenges in adapting curricula to labor market demands. The school’s strategic position is located in the aggressive quadrant, indicating the necessity for expansion strategies focused on strengthening vocational learning quality, enhancing industrial partnerships, and implementing digital-based school management transformation. This study contributes conceptually to the development of a contextual SWOT-based strategic planning model for vocational schools in industrial regions.
Co-Authors Azainil Azainil Dini Aulia Mahmud laila Laili Komariyah, Laili Nanda Putri Amelia Santoso Nurlaili Phiniel Kurung Pabita Usfandi Haryaka