ANALISIS KUALITAS LAYANAN ADMINISTRASI DI MTS NEGERI 1 BANDAR LAMPUNG

Kholifah, Anissa (2026) ANALISIS KUALITAS LAYANAN ADMINISTRASI DI MTS NEGERI 1 BANDAR LAMPUNG. Diploma thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

ABSTRAK Pelayanan administrasi merupakan salah satu faktor penting dalam menciptakan kepuasan pengguna layanan di lingkungan pendidikan. Meskipun Madrasah Tsanawiyah Negeri 1 Bandar Lampung telah berupaya memberikan pelayanan yang optimal, masih terdapat harapan masyarakat agar kualitas pelayanan administrasi terus ditingkatkan sehingga mampu memenuhi kebutuhan pengguna layanan secara maksimal. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan administrasi yang diberikan oleh tenaga administrasi di Madrasah Tsanawiyah Negeri 1 Bandar Lampung berdasarkan dimensi kualitas pelayanan. Penelitian ini menggunakan metode deskriptif dengan pendekatan kualitatif dan jenis penelitian lapangan. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Sumber data primer diperoleh dari Kepala Tata Usaha, Wakil Kepala Madrasah Bidang Kurikulum, guru, dan peserta didik, sedangkan data sekunder diperoleh dari dokumen sekolah dan data pendukung lainnya. Keabsahan data diuji menggunakan triangulasi sumber dan triangulasi teknik. Analisis data dilakukan melalui reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi di MTs Negeri 1 Bandar Lampung telah berjalan dengan baik dan memberikan kepuasan kepada pengguna layanan. Hal tersebut terlihat dari terpenuhinya lima dimensi kualitas pelayanan (SERVQUAL), yaitu bukti fisik (tangible), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Fasilitas administrasi yang memadai, kemampuan tenaga administrasi dalam memberikan pelayanan secara tepat dan akurat, respons yang cepat terhadap kebutuhan pengguna layanan, jaminan pelayanan yang profesional, serta sikap ramah dan penuh empati menjadi faktor yang mendukung terciptanya pelayanan administrasi yang berkualitas di MTs Negeri 1 Bandar Lampung. ABSTRACT Administrative service quality was an important factor in creating user satisfaction in educational institutions. Although Madrasah Tsanawiyah Negeri 1 Bandar Lampung had made efforts to provide optimal administrative services, users still expected continuous improvements to ensure that their needs were fully met. This study aimed to analyze the quality of administrative services provided by the administrative staff at Madrasah Tsanawiyah Negeri 1 Bandar Lampung based on the SERVQUAL dimensions. This study employed a descriptive qualitative approach with field research. The data were collected through observation, interviews, and documentation. The primary data were obtained from the Head of Administration, the Vice Principal for Curriculum, teachers, and students, while the secondary data were collected from school documents and other supporting records. Data validity was examined using source triangulation and technique triangulation. The data were analyzed through data reduction, data presentation, and conclusion drawing. The results showed that the quality of administrative services at MTs Negeri 1 Bandar Lampung had been implemented well and had satisfied service users. The findings indicated that all five SERVQUAL dimensions were fulfilled, namely tangibles, reliability, responsiveness, assurance, and empathy. Adequate administrative facilities, competent administrative staff, prompt responses to users' needs, professional service assurance, and caring attitudes contributed to the delivery of high-quality administrative services at MTs Negeri 1 Bandar Lampung.

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