Pengaruh Budaya Sekolah Dan Kualitas Pelayanan Terhadap Kepuasan Stakeholder Di SMA Pax Patriae Bekasi

Moi, Elfridus (2017) Pengaruh Budaya Sekolah Dan Kualitas Pelayanan Terhadap Kepuasan Stakeholder Di SMA Pax Patriae Bekasi. S2 thesis, Universitas Kristen Indonesia.

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Abstract

Tulisan ini mengidentifikasi bagaimana pengaruh budaya sekolah dan kualitas pelayanan terhadap kepuasan stakeholder di SMA PAX PATRIAE. Untuk tujuan ini, peneliti memperoleh data dari berbagai jenis literatur dan dikumpulkan dari hasil pengisian kuesioner stakeholder. Kumpulan data dianalisis dengan menggunakan statistik deskriptif. Penelitian ini menemukan indikasi bahwa seluruh dimensi budaya sekolah sangat memengaruhi kepuasan stakeholder yang diprakarsai oleh kultur akademik, kultur sosial budaya dan kultur demokrasi. Variabel kualitas pelayanan dengan seluruh dimensinya seperti sarana prasarana, karyawan, kurikulum dan tata pamong, tidak memengaruhi kepuasan stakeholder. Alasan lemahnya persepsi stakeholder disebabkan ekspetasi mereka terhadap kualitas pelayanan sekolah ini sangat tinggi. Ketidakpuasan itu tampak pada ketidaksesuaian harapan mereka terhadap akses internet yang kurang lancer, penerapan kurikulum Chambridge yang kurang memadai, karyawan sekolah kurang trampil, dan pengelolaan keuangan sekolah yang kurang transparan dan akuntabel. Berdasarkan hasil penelitian ini, penulis menyarankan supaya sekolah memiliki standar penilaian yang baku sehingga mampu mengukur skala perubahan kualitas pelayanan secara periodik atau berkala. Selain itu juga, sekolah menyediakan fasilitas internet yang baik, pengelolaan keuangan sekolah yang terbuka sehingga memunginkan penyediaan fasilitas yang berkualitas,diberikan pelatihan atau workshop untuk meningkatkan keterampilan karyawan serta kreativitas dan keterampilan mengajar guru. / The research identifies how school culture and service quality influence stakeholders satisfaction in senior high school Pax Patriae in Bekasi. For this purpose, researcher were collected data from a variety of literature and collected from questioner of stakeholder. The collected data were analysed using descriptive statistics. The research findings indicated that all dimensions of the school culture is very influence to improvement stakeholder satisfaction that initiatives were perceived by academic culture, social culture, and democracy. Service quality variable with all dimensions like, infrastructure, employee, curriculum, and governance does not affect to stakeholder satisfaction. The reasons for these low perceptions were the high expectations of the stakeholders to service quality of this school. Dissatisfaction was visible in the incongruity of their expectations for substandard internet access, application Chambridge curriculum inadequate, school employees are less skilled, financial management and school that is transparent and accountable. Based on this study, the researchers suggested that the school has a standard assessment standard so as to measure the scale of change in the quality of services periodically or regularly. It is also, school must provide good internet facilities, school transparent financial management so that enable the provision of quality facilities, given the training or workshops to enhance the skill of employees and creativity and teachers’ teaching skills.

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