Implementasi Manajemen Pelayanan Prima (Excellent Service) Guru Pasca Pandemi Covid-19 Di SMP Muhammadiyah 8 Kota Batu

Sari, Heni Fatmala and Imam Hanafi, DR., M.SI., MS. and Taufiq Akbar Al Faj’ri, SS.,M.Pd (2024) Implementasi Manajemen Pelayanan Prima (Excellent Service) Guru Pasca Pandemi Covid-19 Di SMP Muhammadiyah 8 Kota Batu. Sarjana thesis, Universitas Brawijaya.

Abstract

Kebosanan belajar pada peserta didik selama belajar dari rumah akibat dampak pandemic Covid-19 sangat memprihatinkan, yang menandakan bahwa kurangnya pelayanan prima dari sekolah terutama pada gurupada masa pembelajaran era Covid-19. Keprihatinan tersebut mencuri perhatian dari beberapa kalangan, termasuk SMP Muhammadiyah 8 Kota Batu yang telah berupaya untuk menerapkan manajemen pelayanan prima pada guru agar terwujud kualitas pembelajaran pada peserta didik selama pasca pandemic Covid-19. Penelitian ini bertujuan untuk mengetahui bagaimana kebijakan sekolah dalam implementasi pelayanan prima di SMP Muhammadiyah 8 Kota Batu melalui guru. Penelitian ini menggunakan metode penelitian kualitatif dengan pendekatan deskriptif analitis melalui wawancara, pengamatan langsung di lapangan dan dokumentasi. Subjek yang dipilih dalam penelitian ini adalah kepala sekolah, guru, staf tata usaha, dan peserta didik. Penelitian ini menghasilkan kesimpulan yaitu : (1) manajemen pengembangan pelayanan prima (excellent service) pada guru telah mampu meningkatkan kualitas pembelajaran peserta didik. (2) manajemen pelayanan prima (excellent service) guru dilakukan oleh kepala sekolah sebagai pemimpin utama di sekolah melalui program rapat rutin yang dilakukan setiap satu semester sekali. (3) faktor keberhasilan dalam peningkatan pelayanan prima pada guru terhadap peserta didik, dapat dilihat dari meningkatnya prestasi peserta didik melalui program minat dan bakat. Dalam pengembangan pelayanan prima, juga di dapati bahwa dalam penyelenggaraannya masih belum optimal. Yang mana masih ada faktor penghambat dalam proses penerapan manajemen pelayanan prima pada guru seperti waktu yang terbatas bagi kepala sekolah untuk melakukan proses pelatihan pada guru.

English Abstract

Learning boredom among students while studying from home due to the impact of the Covid-19 pandemic is very worrying, which indicates that there is a lack of excellent service from schools, especially for teachers during the learning period in the Covid-19 era. This concern has attracted the attention of several groups, including SMP Muhammadiyah 8 Batu City, which has attempted to implement excellent service management for teachers to ensure quality learning for students during the post-Covid-19 pandemic. This research aims to find out how school policies implement excellent service at SMP Muhammadiyah 8 Batu City through teachers. This research uses a qualitative research method with a descriptive analytical approach through interviews, direct observation in the field and documentation. The subjects chosen in this research were school principals, teachers, administrative staff and students. This research produces conclusions, namely: (1) the management of developing excellent service for teachers has been able to improve the quality of student learning. (2) excellent service management for teachers is carried out by the principal as the main leader in the school through a regular meeting program held once every semester. (3) success factors in improving excellent service from teachers to students, can be seen from increasing student achievement through interest and talent programs. In developing excellent service, it was also found that its implementation was still not optimal. There are still inhibiting factors in the process of implementing excellent service management for teachers, such as limited time for school principals to carry out the training process for teachers.

Item Type:	Thesis (Sarjana)
Identification Number:	0524030002
Uncontrolled Keywords:	Manajemen, Pelayanan Prima, Guru.
Divisions:	Fakultas Ilmu Administrasi > Administrasi Pendidikan
Depositing User:	Endang Susworini
Date Deposited:	06 Feb 2024 07:31
Last Modified:	06 Feb 2024 07:31
URI:	http://repository.ub.ac.id/id/eprint/214745

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