MUTU LAYANAN PENDIDIKAN DI SMK NEGRI 5 GARUT DESA CIKELET TAHUN PELAJARAN 2023-2023

Abstract

It is hoped that the achievement of good service quality can fulfill user expectations, where community satisfaction can fulfill the aspects of physical evidence, reliability, responsiveness, empathy and guarantee. This research aims to find out: (1) Aspects of physical evidence (tangibles), (2) ) Empathy aspect, (3) Reliability aspect, (4) Responsiveness aspect, (5) Assurance aspect at SMK Negeri 5 Garut, Cikelet Village. This research uses descriptive qualitative methods. The data in this research was collected through observation and documentation interview techniques. The research data were analyzed using triangulation techniques.

The results of the research prove that: 1) Quality of service aspects of physical evidence (tangible) availability of easy facilities and infrastructure that support learning, but there are no library facilities and UKS rooms yet, 2) Quality of service aspects of empathy (emphaty) are shown by concern for service users in regarding students, there is attention to students who have a level of ability below the average, 3) Quality of service aspect of reliability is by providing services in accordance with what has been agreed, every news delivered is valid and right on target, 4) Quality of service the responsiveness aspect of SMK Negeri 5 Garut Cikelet Village is demonstrated by the willingness and ability to help with difficulties faced by students and respond quickly to any input, both criticism and suggestions, 5) Quality of service, assurance aspect, creates trust and provides guarantees to customers that the level of success of the learning process at SMK Negeri 5 Garut, Cikelet Village and the output is quite satisfactory. The number of graduates accepted into state secondary schools and their outstanding academic abilities.