ANALISIS KUALITAS LAYANAN SUPERVISI PBNGAWAS SBKOLAH DAN KEPUASAN GURU SMK DI KABUPATEN GUNUNG KIDUL

Wiryatun, Gugup Kismono, MBA., Ph.D.

2013 | Tesis | S2 Magister Manajemen

Penelitian ini menggambarkan kualitas layanan supervisi dan kepuasan guru SMK di Kabupaten Gunungkidul. Pengukuran kualitas layanan menggunakan analisis SERQUAL dengan 5 dimensi tangible, reliability, responsiveness, assurance dan empathy. Pengukuran kepuasan menggunakan indeks kepuasan dari Tjiptono. Responden dalam penelitian ini sebanyak 100 responden dengan dibatasi pada Guru di SMK Negeri di Kabupaten Gunungkidul. Penentuan sampel menggunakan probability sampling dipilih teknik cluster sampling (sampling menurut daerah/area. Hasil penelitian significant pada empat (4) dimensi yaitu bukti fisik 0,0151, daya tanggap 0,0007, jaminan 0,0028 dan keandalan 0,007. Sedangkan untuk dimensi emphaty hasil uji t tidak significant dengan skor 0,44. Tingkat kepuasan guru terhadap layanan supervisi pengawas sebesar 75%, artinya kinerja pengawas belum sepenuhnya sesuai dengan harapan para guru.

This study describes the quality of service supervision and vocational teacher satisfaction in Gunungkidul. Measurement of service quality using the 5-dimensional analysis SERQUAL tangible, reliability, responsiveness, assurance and empathy. Measurement of satisfaction using satisfaction index by Tjiptono. Respondents in this study were limited to the 100 respondents with a Master's in Vocational School in Gunungkidul. The samples selected using probability sampling technique of cluster sampling (sampling by region / area. Significant research results on four (4) dimensions namely physical evidence 0.0151, 0.0007 responsiveness, assurance and reliability 0.007 0.0028. As for the dimensions of empathy was not significant t test with a score of 0.44. Satisfaction levels of teachers to supervise service supervisor by 75%, meaning that the performance of the supervisor is not fully in accordance with the expectations of the teachers.

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