MANAJEMEN LAYANAN SEKOLAH DASAR MARYAM PT. PERKEBUNAN MINANGA OGAN

Abstract

This study aims to determine: (1) aspects of tangibles, (2) aspects of empathy, (3) aspects of reliability, (4) aspects of responsiveness, and (5) aspects of assurance. , at SD Maryam. The approach used in this research is qualitative research with descriptive analysis type. Data from each dimension of service quality in this study were collected through interviews, observation and documentation techniques. Research data were analyzed using triangulation techniques. The results of the research 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. (2) Quality of service aspect of empathy (emphaty) is shown by the concern for service users in this case students, the attention to students who have ability levels below average. (3) Quality of service in the reliability aspect is to provide services that are in accordance with what was promised, any information submitted is accurate and on target. (4) Service quality in the responsiveness aspect of SD Maryam is indicated by the willingness and ability to help students with difficulties and respond quickly to any input, both criticism and suggestions. (5) Quality of service aspects of assurance (assurance) creates trust and provides assurance to customers that the success rate of the learning process at Maryam Elementary School and the output is satisfactory.