ANALISIS PERSEPSI KINERJA DAN ETIKA DALAM PELAYANAN PADA SEKOLAH GOLDEN BEE KOTA PONTIANAK

Abstract

ABSTRACT

Survey was conducted at Golden Been Kindergarten in Pontianak City with descriptive method. There are variables which consist of service performance which is limited to five dimensions. The dimensions of service performance are namely reliability, responsiveness, empathy, and manifestation. Due to the services which are given and done by the institution are not yet to be in accordance with stakeholders’ wishes, the main priority dimension of research variables is essential to note in order for the institution services to meet the satisfaction and requirements of all users. Based on Cartesian diagram mapping, the variables dimension is the ability of staffs and officers to give quick responses to complaints, service speed, attentions to complaints, ease in fulfilling the desire of service user. Whilst low priority is considered essential in the variable dimension of the payment time flexibility in case of unexpected delay.

Keyword: service, service performance, priority, variables dimension

ABSTRAK

Survei dilakukan di Taman Kanak-Kanak Golden Been Kota Pontianak dengan metode deskriptif. Variabel yang terdiri dari kinerja pelayanan dibatasi pada lima dimensi. Dimensi kinerja pelayanan yaitu reliability, responsiveness, empathy, dan manifestation. Dikarenakan pelayanan yang diberikan dan dilakukan oleh lembaga belum sesuai dengan keinginan stakeholders, maka dimensi prioritas utama variabel penelitian perlu diperhatikan agar pelayanan lembaga memenuhi kepuasan dan kebutuhan seluruh pengguna. . Berdasarkan pemetaan diagram kartesius, dimensi variabelnya adalah kemampuan petugas dan petugas dalam memberikan tanggapan yang cepat terhadap keluhan, kecepatan pelayanan, perhatian terhadap keluhan, kemudahan dalam memenuhi keinginan pengguna jasa. Sementara prioritas rendah dianggap penting dalam dimensi variabel fleksibilitas waktu pembayaran jika terjadi penundaan yang tidak terduga.

Kata kunci: pelayanan, kinerja pelayanan, prioritas, dimensi variabel