Pelayanan PKBM Terhadap Program Keaksaraan Fungsional Tingkat Dasar Kepada Masyarakat Studi Kasus di PKBM Insan Mulia Desa Kedawong Kecamatan Diwek Kabupaten Jombang - WIDIANTO HARI WIDODO (Jurusan Pendidikan Luar Sekolah Fakultas Ilmu Pendidikan UNESA, 2015)
Abstrak Pusat Kegiatan Belajar Masyarakat merupakan salah satu lembaga pendidikan non formal yang bertujuan untuk melayani masyarakat. Pelayanan PKBM dalam pemenuhan kebutuhan pendidikan sangatlah penting, khususnya bagi masyarakat yang membutuhkan. Fokus dalam penelitian ini yaitu 1) Bagaimana pelayanan PKBM terhadap program keaksaraan fungsional tingkat dasar. 2) Apakah faktor pendukung pelayanan PKBM terhadap program keaksaraan fungsional tingkat dasar. 3) Apakah faktor penghambat pelayanan PKBM terhadap program keaksaraan fungsional tingkat dasar. Penelitian ini menggunakan pendekatan kualitatif. Informan dalam penelitian ini terbagi menjadi dua yaitu pengelola PKBM yang merupakan informan utama, serta warga belajar keaksaraan fungsional tingkat dasar yang merupakan informan pendukung. Penelitian ini menggunakan metode pengumpulan data wawancara, observasi, dan dokumentasi dengan teknis analisis data yang digunakan adalah reduksi data, display data, verifikasi data dan simpulan. Sedangkan untuk uji keabsahan data peneliti menggunakan kredibilitas, transferabilitas, dependabilitas dan konfirmabilitas. Hasil penelitian yang didapat dari PKBM yaitu pelayanan serta dampak dari adanya pelayanan kepada warga belajar. Pertama yaitu pelayanan meliputi: 1) Tangible (bukti fisik) dibuktikan dengan adanya sarana dan prasarana. 2) Reability (kehandalan) kehandalan pegawai dalam ketepatan waktu pelayanan dan kemudahan mendapatkan pelayanan yang ada di PKBM. 3) Responsibility (daya tanggap) PKBM dapat menanggapi kebutuhan masyarakat serta pegawai PKBM dalam menyampaikan informasi mudah dipahami oleh masyarakat. 4) Assurance (jaminan) ditunjukkan pegawai kepada warga belajar salah satunya keramahan dan kesopanan yang dimiliki serta tingkat kemampunan tutor yang dalam menyampaikan materi. 5) Empaty (perhatian) dapat ditunjukkan dengan tutor yang selalu membimbing dengan sabar dan tidak pilih kasih dalam membimbing warga belajar. Dengan adanya pelayanan tersebut warga belajar mampu membaca, menulis dan berhitung. Faktor pendukung pelayanan yaitu adanya sarana dan prasarana, dukungan masyarakat serta dana, sedangkan faktor penghambat pelayanan yaitu cuaca yang tidak menentu dan kesibukan warga belajar. Kata kunci : Pelayanan PKBM, Keaksaraan Fungsional Tingkat Dasar Abstract A learning community center is one of non formal education institutions which aim to serve the society. Service of a learning center in fulfilling the education needs is substantially considered, especially for people in need. The objectives of this research were, first, to describe how service of the learning center on the basic level of functional literacy program, second, to identify which factors were supporting the service of the learning center on the basic level of functional literacy program, third, to examine which factors were inhibiting the service the learning center on the basic level of functional literacy program. This research employed qualitative approach. There were two subjects of this research, first, the management of the learning center which was the main subject, and as the supporting subject was the adult learner who learns in the basic level of functional literacy program. In collecting the data, the methods used were interview, observation, and documentation. And procedures of data analysis were data reduction, display data, verification and conclusion. Meanwhile, in order to maintain the validity of the data, this research applied credibility, transferability, dependability, and conformability. The results for the learning center showed the service and the impacts of the service learning center to the adult learners. First, the service included: 1) Tangible which was proved by the presence of facilities and infrastructures, 2) Reliability which was proved by reliable employees in timeliness and ease in giving the service in the learning center, 3) responsibility which was proved by the responsibility of the learning center in responding the needs of the society also the employees in which is understandable in giving any information. 4) Assurance which was showed by the ability of the employees in delivering the materials with hospitality and politely. 5) Empathy which showed by the tutors who always patiently guided and fairly treated the adult learners in the teaching learning process. As the presence of the service of the learning center, the adult learner had been able to read, write, and count. The factors which were supporting the service are the availability of the facilities and infrastructures and the supporting and funding from the society. And the inhibiting factors were the weather and the activities of the adult learners. Keywords: Service of learning center, basic level of functionalliteracy program