Electronic Theses and Dissertation

ABSTRAK

Manajemen pelayanan akademik merupakan pengelolaan seluruh aktivitas yang dilakukan di akademik untuk memberikan pelayanan kepada mahasiswa guna mencapai tujuan organisasi. Adapun tujuan penelitian ini adalah untuk mengetahui manajemen pelayanan akademik, kendala yang dialami dalam memberikan pelayanan akademik dan peningkatan kualitas pelayanan akademik pada Fakultas Ilmu Sosial dan Ilmu Pemerintahan UIN Ar-Raniry Banda Aceh. Penelitian ini menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif. Teknik pengumpulan data menggunakan observasi, wawancara dan dokumentasi. Adapun teknik analisis data yang digunakan yaitu analisis deskriptif kualitatif dengan teknik reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian: manajemen pelayanan akademik Fakultas Ilmu Sosial dan Ilmu Pemerintahan UIN Ar-Raniry kepada mahasiswa sudah sesuai dengan SOP (Standard Operational Prosedure). Artinya fungsi-fungsi manajemen yang meliputi perencanaan (planning), pengorganisasian (organizing), bimbingan (directing), pengawasan (controlling), koordinasi (coordination) dan komunikasi (communication), telah dilaksanakan dengan baik dan mendapat pengawasan langsung dari pimpinan fakultas; Namun demikian, masih terdapat kendala dalam pelayanan akademik seperti listrik yang tidak stabil, jaringan atau aplikasi yang error, kedisiplinan petugas dan mahasiswa masih kurang; Selanjutnya, usaha peningkatan kualitas pelayanan akademik FISIP UIN Ar-Raniry kepada mahasiswa yaitu memberi palayanan prima dengan cara merekapitulasi daftar hadir dengan baik dan sistematis; melayani heregistrasi dengan prosedur yang jelas dan tanpa pilih kasih yang dilakukan di akademik biro (Biro AAK), membantu memberikan print out KRS dan KHS, pengarahan, menyiasati agar tidak beradu jadwal perkulihan; berpakaian rapi dalam memfasilitasi pelaksanaan ujian mahasiswa.

Kata Kunci : Manajemen Pelayanan Akademik dan Kualitas Pelayanan

ABSTRACT Academic service management involves the organization of all activities within academia to provide services to students with the aim of achieving organizational goals. This study aimed to examine the management of academic services, to identify the obstacles encountered in providing academic services, and to assess improvements in the quality of academic services at the Faculty of Social and Political Sciences, UIN Ar-Raniry Banda Aceh. This research employed a qualitative approach with a descriptive research design. Data collection methods included observation, interviews, and documentation. The data analysis was conducted using descriptive qualitative analysis, which involved data reduction, data presentation, and conclusion drawing. The findings of the study were as follows: First, the management of academic services at the Faculty of Social and Political Sciences at UIN Ar-Raniry adhered to the SOP (Standard Operating Procedure). This indicated that management functions, including planning, organizing, directing, controlling, coordinating, and communicating, are carried out effectively and were directly supervised by the faculty leadership. Second, certain obstacles in academic services remained, such as unstable electricity, network or application errors, and issues with the discipline of both staff and students. Third, efforts to improve the quality of academic services at FISIP UIN Ar-Raniry included striving to provide excellent service by systematically recapping attendance lists, conducting re-registration with clear and unbiased procedures through the academic bureau, assisting with printouts of Course Result Sheet and Course Selection Sheet, providing guidance, and managing schedules to prevent conflicts. Additionally, faculty staff are expected to dress neatly when facilitating student examinations. Keywords: Academic Service Management, Service Quality