PERSEPSI MASYARAKAT TERHADAP KUALITAS PELAYANAN PENDIDIKAN DI KOTA BIMA - Saprijal Saprijal; Andi M. Rusli; Suhardiman Syamsu (KOMPLEKSITAS: JURNAL ILMIAH MANAJEMEN, ORGANISASI DAN BISNIS, 2026)
This study aims to analyze community perceptions of the quality of educational services in Bima City. The research employs a qualitative approach with a descriptive qualitative design. Data were collected through in-depth interviews, observations, and document analysis involving community members who have direct experience with educational services. The findings indicate that community perceptions of educational service quality are diverse and influenced by several key aspects, including service accessibility, the quality of educational facilities and infrastructure, the competence and attitudes of educators, the effectiveness of administrative services, and the responsiveness of schools and local government. Although efforts have been made to improve educational services, the community still perceives disparities in service quality among schools and limited responsiveness to public aspirations. This study concludes that improving the quality of educational services in Bima City requires a comprehensive approach that integrates infrastructure development, strengthening the professionalism of human resources, bureaucratic simplification, and increased community participation in educational service delivery.Penelitian ini bertujuan untuk menganalisis persepsi masyarakat terhadap kualitas pelayanan pendidikan di Kota Bima. Penelitian menggunakan pendekatan kualitatif dengan jenis deskriptif kualitatif. Data dikumpulkan melalui wawancara mendalam, observasi, dan studi dokumentasi dengan melibatkan masyarakat yang memiliki pengalaman langsung dalam mengakses layanan pendidikan. Hasil penelitian menunjukkan bahwa persepsi masyarakat terhadap kualitas pelayanan pendidikan bersifat beragam dan dipengaruhi oleh beberapa aspek utama, yaitu aksesibilitas layanan, kualitas sarana dan prasarana, kompetensi serta sikap tenaga pendidik, efektivitas pelayanan administrasi, dan tingkat responsivitas pihak sekolah serta pemerintah daerah. Meskipun terdapat upaya peningkatan pelayanan pendidikan, masyarakat masih menilai adanya ketimpangan kualitas layanan antar sekolah dan rendahnya responsivitas terhadap aspirasi publik. Penelitian ini menyimpulkan bahwa peningkatan kualitas pelayanan pendidikan di Kota Bima perlu dilakukan secara komprehensif dengan mengintegrasikan perbaikan infrastruktur, penguatan profesionalisme sumber daya manusia, penyederhanaan birokrasi, serta peningkatan partisipasi masyarakat dalam penyelenggaraan pelayanan pendidikan