ANALISIS IMPLEMENTASI SMM ISO 9001:2008 TERHADAP SERVICE PERFORMANCE PADA SMK PANCA BHAKTI BANJARNEGARA

Sarastiana, Drs. Wakhid Slamet Ciptono, M.B.A.,M.P.M.

2013 | Tesis | S2 Magister Manajemen

Kinerja layanan (service performance) dapat diukur dengan tingkat layanan yang diterima berupa tingkat kepuasan siswa atas pelayanan yang benar-benar mereka rasakan. Penelitian ini dilakukan untuk menganalisis persepsi siswa terhadap kinerja layanan dari guru, karyawan, kurikulum sarana dan prasarana dampak dari implementasi ISO 9001:2008 pada SMK Panca Bhakti Banjarnegara. Pengumpulan data dilakukan menggunakan instrumen kuesioner, dan siswa SMK Panca Bhakti Banjarnegara menjadi responden. Data yang terkumpul dianalisis menggunakan skala servperf. Hasil menunjukkan bahwa kinerja layanan yang diberikan guru diperoleh skor sebesar 68,46%, kinerja layanan karyawan diperoleh skor sebesar 72,39%, kinerja layanan kurikulum diperoleh skor sebesar 71,61% dan kinerja sarana prasarana diperoleh skor sebesar 61,38%. Setelah dikonsultasikan dengan tabel kriteria layanan (Tabel 3.11) nilai kinerja layanan guru, karyawan, kurikulum dan sarana prasarana termasuk di dalam kategori baik.

Service performance can be measured by the level of services received in the form of student satisfaction on the perceived service. This study was conducted to analyze the students' perceptions of the service performance of teachers, staff, curriculum, facilities and infrastructure impacts of the implementation of ISO 9001:2008 SMK Panca Bhakti Banjarnegara. The data was collected using a questionnaire instrument, and vocational students Panca Bhakti Banjarnegara respondents. Data were analyzed using the method of performance analysis interests. Results indicate that the performance of the services offered by the teacher obtained a score of 68.46%, employee service performance earned a score of 72.39%, obtained curricula service performance score of 71.61% and the performance of infrastructure obtained a score of 61.38%. After consultation with table service criteria (Table 3.11) the value of the service performance of teachers, staff, curriculum and infrastructure included in both categories.

Kata Kunci : Kinerja layanan, Guru, Karyawan, Kurikulum, Sarana dan Prasarana, ISO 9001:2008