PERAN MENEJEMEN LAYANAN KEPALA SEKOLAH SMA IT ANNAJIYAH LUBUKLINGGAU SUMATERA SELATAN

Abstract

This study aims to determine: (1) aspects of physical evidence (tangibles), (2) aspects of empathy, (3) aspects of reliability, (4) aspects of responsiveness, and (5) aspects of assurance, in . The approach used in this study is qualitative research with 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 aspects of physical evidence (tangible) is the availability of facilities and infrastructure that support learning. The Annajiyah IT High School Lubuklinggau, South Sumatra continues to provide health services and reading room facilities by utilizing unused classrooms. (2) The quality of service in terms of empathy is shown by concern for service users in this case students, (3) The quality of service in terms of reliability is by providing services that are in accordance with what was promised (4) The quality of service in terms of responsiveness is shown by the willingness and ability to accept both criticism and suggestions. (5) The quality of service in terms of assurance (creating trust and providing assurance to customers that the level of success of the learning process at SMA IT Annajiyah Lubuklinggau South Sumatra and the output is quite satisfactory