PENGARUH MUTU PELAYANAN ADMINISTRASI TERHADAP KEPUASAN PESERTA DIDIK KELAS XI DI MADRASAH ALIYAH NEGERI 1 PRINGSEWU

Nur, Rohfitta (2022) PENGARUH MUTU PELAYANAN ADMINISTRASI TERHADAP KEPUASAN PESERTA DIDIK KELAS XI DI MADRASAH ALIYAH NEGERI 1 PRINGSEWU. Diploma thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

ABSTRACT This study explained about "The Influence of Islamic High School Administrative Service Quality on the Students' Satisfaction of Eleventh Grade Students in MAN 1 Pringsewu". The quality of administrative services is an activity that utilized existing resources in meeting customer needs with the aim of providing satisfaction which is a goal of an organization. Meanwhile, the satisfaction is a feeling of pleasure or disappointment that arises from performance by comparing perceptions and expectations. The formulation of the problem in this study was "Is there an influence of the quality of administrative services on the satisfaction of eleventh grade students in MAN 1 Pringsewu?". The purpose of this study was to determine how much influence the quality of administrative services had on the satisfaction of eleventh grade students in MAN 1 Pringsewu. The hypothesis was whether there was an effect of the quality of administrative services on the satisfaction of eleventh grade students in MAN 1 Pringsewu or there was no effect. In analyzing the influence of the quality of administrative services, it could be seen from 5 indicators, namely reliability, responsiveness, assurance, empathy, and tangible. Meanwhile, the students‘ satisfaction could be seen from 3 indicators namely, quality systems, information quality, and service quality. The method used in this study was quantitative research. This research was categorized as field research. Data collection techniques consisted of questionnaires and documentation. The population in this study were 244 respondents and in taking samples using the Slovin technique used as many as 71 samples. Pearson product moment correlation was used to test the validity. Meanwhile, Cronbach's alpha technique was used to test its reliability with the help of SPSS 28 for windows. In the process of data analysis, simple regression analysis and the coefficient of determination (R2) were used with the quality of administrative services as a variable X (independent). Meanwhile, the students‘ satisfaction was variable Y (dependent). The results showed that the achievement on the reliability dimension was 75.42%, the achievement in the responsiveness dimension was 75.77%, the achievement in the assurance dimension was 74.57%, the achievement in the empathy dimension was 76.61%, and the achievement in the tangible dimension. by 72.60%. In other words, the overall effect of the quality of administrative services on the satisfaction of eleventh grade students in general is in the satisfied category of 74.99%. Keywords: Student satisfaction and quality of administrative services iv ABSTRAK Penelitian ini menjelaskan tentang ― Pengaruh Mutu Pelayanan Administrasi Terhadap Kepuasan Peserta Didik kelas XI di MAN 1 Pringsewu‖. Mutu pelayanan administrasi adalah suatu kegiatan yang memanfaatkan sumber daya yang ada dalam memenuhi kebutuhan pelanggan dengan tujuan memberikan kepuasan, yang mana kepuasan tersebut merupakan tujuan dari sebuah organisasi. Sedangkan kepuasan adalah perasaan senang atau kecewa yang timbul terhadap kinerja dengan membandingkan persepsi dan harapan. Rumusan masalah dalam penelitian ini adalah ―Apakah terdapat pengaruh mutu pelayanan administrasi terhadap kepuasan peserta didik kelas XI di MAN 1 Pringsewu?‖. Tujuan dari penelitian ini adalah mengetahui seberapa pengaruh mutu pelayanan administrasi terhadap kepuasan peserta didik kelas XI di MAN 1 Pringsewu. Hipotesis yang penulis ajukan adalah terdapat pengaruh mutu pelayanan administrasi terhadap kepuasan peserta didik kelas XI di MAN 1 Pringsewu dan tidak ada pengaruh mutu pelayanan administrasi terhadap kepuasan peserta didik kelas XI di MAN 1 Pringsewu. Dalam menganalisis pengaruh mutu pelayanan administrasi dilihat dari 5 indikator yaitu, kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan bukti fisik (tangible) sedangkan kepuasan peserta didik dilihat dari 3 indikator yaitu, kualitas sistem, kualitas informasi, dan kualitas layanan. Metode yang digunakan dalam penelitian ini menggunakan penelitian kuantitatif. Penelitian ini termasuk dalam penelitian lapangan (field research). Teknik pengumpulan data terdiri dari kuesioner dan dokumentasi. Populasi dalam penelitian ini sebanyak 244 responden dan dalam pengambilan sampel menggunakan teknik Slovin yang digunakan sebanyak 71 sampel. Uji validitas menggunakan korelasi pearson product moment sedangkan uji reabilitas menggunakan teknik cronbach’s alpha dengan bantuan SPSS 28 for widows. Dalam proses analisis data menggunakan analisis regresi sederhana, dan koefisien determinasi (R2 ) dengan mutu pelayanan administrasi sebagai variabel X (independen) sedangkan kepuasan peserta didik sebagai variabel Y (dependen). Hasil penelitian menunjukkan, pencapaian pada dimensi kehandalan sebesar75,42%, pencapaian pada dimensi daya tanggap sebesar 75,77%, pencapaian pada dimensi jaminan sebesar 74,57%, pencapaian pada dimensi empati sebesar 76,61%, dan pencapaian pada dimensi bukti fisik sebesar 72,60%. Dengan kata lain, hasil keseluruhan pengaruh mutu pelayanan administrasi terhadap kepuasan peserta didik kelas XI secara umum berada pada kategori puas sebesar 74,99%. Kata kunci: Kepuasan peserta didik dan Mutu pelayanan administrasi

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