MANAJEMEN LAYANAN DALAM MENINGKATKAN MUTU PENDIDIKAN DI SDN 1 WAY JAHA KECAMATAN PUGUNG KABUPATEN TANGGAMUS TAHUN PELAJARAN 2024/2025

Abstract

his study aims to determine: (1) the aspect of physical evidence (tangibles), (2) the aspect of empathy, (3) the aspect of reliability, (4) the aspect of responsiveness, and (5) the aspect of assurance, at SDN 1 Way Jaha, Pugung District. The approach used in this study is qualitative research with a descriptive analysis type. Data from each dimension of service quality in this study were collected through interview, observation and documentation techniques. The research data were analyzed using triangulation techniques. The results of the study prove that: (1) The quality of service in the aspect of physical evidence (tangible) is the availability of facilities and infrastructure that support learning, but library facilities and UKS rooms and prayer rooms are not yet available. (2) The quality of service in the aspect of empathy is shown by the concern for service users in this case students, the attention to students who have below average ability levels. (3) The quality of service in the aspect of reliability is by providing services that are in accordance with what is promised, every information delivered is accurate and on target. (4) The quality of service in terms of responsiveness of SDN 1 Way Jaha, Pugung District, is demonstrated by the willingness and ability to help students with difficulties and respond quickly to all input, both criticism and suggestions. (5) The quality of service in terms of assurance creates trust and provides assurance to customers that the level of success of the learning process at SDN 1 Way Jaha, Pugung District, and the output are quite satisfactory.