ANALISIS MUTU LAYANAN PUBLIK DI DINAS PENDIDIKAN KOTA BANDUNG DARI PERSPEKTIF MASYARAKAT

Resti Fauziah, - and Dedy Achmad Kurniady, - and Sururi, - (2025) ANALISIS MUTU LAYANAN PUBLIK DI DINAS PENDIDIKAN KOTA BANDUNG DARI PERSPEKTIF MASYARAKAT. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini berjudul ”Analisis Mutu layanan Publik di Dinas Pendidikan Kota Bandung dari Perspektif Masyarakat” Penelitian ini bertujuan untuk menganalisis mutu layanan publik yang diberikan oleh Dinas Pendidikan Kota Bandung berdasarkan perspektif masyarakat sebagai pengguna layanan. Mutu layanan yang baik sangat penting dalam menciptakan pemerintahan yang responsif dan efisien, serta memenuhi harapan masyarakat. Penelitian ini menggunakan pendekatan kuantitatif dengan desain deskriptif. Data dikumpulkan melalui kuesioner yang disebarkan kepada masyarakat yang pernah berinteraksi dengan Dinas Pendidikan Kota Bandung. Model SERVQUAL digunakan untuk mengukur lima dimensi mutu layanan, yaitu keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan bukti fisik (tangibles). Hasil penelitian menunjukkan bahwa secara umum, masyarakat menilai kualitas layanan Dinas Pendidikan Kota Bandung cukup baik, namun terdapat beberapa dimensi yang perlu perbaikan, terutama pada daya tanggap dan keandalan. Masyarakat menginginkan peningkatan dalam hal kecepatan dan ketepatan pelayanan, serta kualitas komunikasi antara petugas dan pengguna layanan. Selain itu, meskipun dimensi bukti fisik dan empati dinilai positif, masih ada ruang untuk perbaikan pada sarana dan prasarana yang mendukung layanan. Berdasarkan temuan ini, penelitian ini merekomendasikan agar Dinas Pendidikan Kota Bandung meningkatkan pelatihan bagi petugas, memperbaiki sarana dan prasarana, serta mengoptimalkan teknologi informasi untuk meningkatkan kualitas layanan. Penelitian ini diharapkan dapat memberikan kontribusi bagi kebijakan peningkatan mutu layanan publik di sektor pendidikan di Kota Bandung. This study is entitled “Analysis of Public Service Quality at the Bandung City Education Office from the Community’s Perspective.” The purpose of this research is to analyze the quality of public services provided by the Bandung City Education Office based on the perspective of the community as service users. High-quality public services are essential in creating a responsive and efficient government that meets the expectations of the public. This research employs a quantitative approach with a descriptive design. Data were collected through questionnaires distributed to members of the public who had interacted with the Education Office. The SERVQUAL model was used to measure five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. The results show that, in general, the public rates the quality of services at the Education Office as fairly good. However, there are several dimensions that require improvement, particularly in responsiveness and reliability. The public expects improvements in the speed and accuracy of services, as well as better communication between staff and service users. Although the dimensions of tangibles and empathy received relatively positive assessments, there is still room for improvement in the supporting facilities and infrastructure. Based on these findings, this study recommends that the Bandung City Education Office enhance staff training, improve facilities and infrastructure, and optimize the use of information technology to improve service quality. This research is expected to contribute to policy development aimed at improving the quality of public services in the education sector in Bandung City.

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?user=0KpKCakAAAAJ&hl=id ID SINTA Dosen Pembimbing: Dedy Achmad Kurniady: 5993195 Sururi: 6664219
Uncontrolled Keywords:	mutu layanan publik, perspektif masyarakat, Dinas Pendidikan, SERVQUAL, Kota Bandung, kualitas pelayanan. public service quality, community perspective, Education Office, SERVQUAL, Bandung City, service quality.
Subjects:	L Education > L Education (General) L Education > LC Special aspects of education
Divisions:	Fakultas Ilmu Pendidikan > Administrasi Pendidikan
Depositing User:	Resti Fauziah
Date Deposited:	23 Sep 2025 04:16
Last Modified:	23 Sep 2025 04:16
URI:	http://repository.upi.edu/id/eprint/140323

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