Electronic Theses and Dissertation

Penyelenggaraan pelayanan publik merupakan tanggung jawab setiap instansi pemerintahan. Evaluasi terhadap penyelenggaraan pelayanan publik wajib dilakukan secara berkala dalam rangka meningkatkan kualitas pelayanan publik secara efektif dan efisien. Penelitian ini bertujuan untuk mengetahui persepsi masyarakat terhadap pelayanan publik dalam bidang pendidikan di Kota Banda Aceh dan mengkaji perbedaan persepsi terhadap pelayanan publik di SD/SMP Negeri di Kota Banda Aceh melalui lima indikator pengukuran kualitas pelayanan
yakni tangible, reliability, responsiveness, assurance, dan empathy. Penelitian ini merupakan survei deskriptif komparatif. Populasi penelitian adalah orang tua yang bertempat tinggal dan memiliki anak yang bersekolah di SD/SMP Negeri di Kota Banda Aceh berjumlah 29738 orang. Sampel penelitian ini sebanyak 395 responden melalui teknik proportionate stratified random sampling. Pengumpulan data dilakukan dengan menggunakan kuesioner tertutup dengan 38 pernyataan. Untuk mengetahui persepsi masyarakat pelayanan publik dalam bidang pendidikan digunakan analisis statistik dengan teknik persentase serta untuk menguji perbedaan persepsi terhadap pelayanan di SD/SMP digunakan uji Mann-Whitney. Hasil penelitian melalui perhitungan persentase menunjukkan bahwa masing-masing indikator antara lain : tangible (87,54%), reliability (87,58%), responsiveness (88,04%), assurance (89,06%), empathy (87,80%) serta melalui uji Mann-Whitney mendapatkan nilai signifikansi sebesar 0,99 yang berarti Ho diterima dan Ha di tolak. Kesimpulan dari penelitian ini adalah (1) persepsi masyarakat terhadap pelayanan publik di bidang pendidikan di Kota Banda Aceh yang diukur melalui lima indikator adalah sangat baik. (2) tidak terdapat perbedaan persepsi masyarakat terhadap pelayanan publik di SD/SMP di Kota Banda Aceh.

The implementation of public services is the responsibility of every government agency. Evaluation of the implementation of public services must be carried out periodically in order to improve the quality of public services effectively and efficiently. This study aims to determine public perceptions of public services in the field of education in Banda Aceh City and examine differences in perceptions of public services in public elementary/junior high schools in Banda Aceh City through five indicators of service quality measurement, namely tangible, reliability, responsiveness, assurance, and empathy. This research is a comparative descriptive survey. The study population is parents who live and have children who attend public elementary/junior high schools in Banda Aceh City totaling 29738 people. The sample of this study was 395 respondents through proportionate stratified random sampling technique. Data were collected using a closed questionnaire with 38 statements. To determine public perceptions of public services in the field of education, statistical analysis with percentage techniques was used and to test differences in perceptions of services in elementary / junior high schools used the Mann-Whitney test. The results of the study through percentage calculations show that each indicator, among others: tangible (87,54%), reliability (87,58%), responsiveness (88,04%), assurance (89,06%), empathy (87.80%) and through the Mann-Whitney test get a significance value of 0.05 which means Ho is accepted and Ha is rejected.The conclusions of this study are (1) the public perception of public services in the field of education in Banda Aceh City as measured through five indicators is very good. (2) there are no differences in public perceptions of public services in elementary/junior high schools in Banda Aceh City.