MANAJEMEN LAYANAN MADRASAH ALIYAH NURUSSALAM SIDOGEDE OGAN KOMERING ULU TIMUR SUMATERA SELATAN

Abstract

Good service quality performance is expected to meet consumer expectations and if the expectations are met then community satisfaction can be fulfilled both in terms of physical evidence, reliability, responsiveness, empathy, and assurance which are indicators of service quality at MA Nurussalam. This study aims to determine: (1) aspects, physical evidence (tangibles), (2) aspects of empathy (empathy), (3) aspects of reliability, (4) aspects of responsiveness (responsiveness), and (5) aspects of assurance (assurance). ), at MA Nurussalam. The approach used in this research is qualitative research with descriptive type of analysis. 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 technique. The results of the study prove that: (1) The quality of service aspects 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. MA Nurussalam continues to provide health services and reading room facilities by utilizing unused classrooms. Meanwhile, to overcome the absence of a prayer room by carrying out prayer practices in class. (2) The quality of service in the empathy aspect is indicated 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 to provide services in accordance with what was promised, every information submitted is accurate and on target. (4) The quality of service in the responsiveness aspect of MA Nurussalam is shown by the willingness and ability to help the difficulties faced by students and respond quickly to every input, both criticism and suggestions. (5) Service quality assurance aspect (assurance) creates trust and guarantees to customers that the level of success of the learning process at MA Nurussalam and the output is quite satisfactory. Adequate teacher competence based on education and staffing level. Guarantees are given such as the number of graduations reaching one hundred percent, the number of graduates accepted in state high schools and outstanding academic abilities.