Electronic Theses and Dissertation

Penelitian ini di latar belakangi pentingnya kualitas pelayanan dalam pendidikan
yang didapatkan dari SDM yang professional melalui pembinaan yang
berkesinambungan. Tujuan penelitian ini adalah untuk memperoleh data informasi
mengenai perencanaan, pelaksanaan, dan evaluasi pembinaan personalia dalam
meningkatkan kualitas pelayanan di MTs Aceh Besar. Metode yang digunakan
adalah penelitian kualitatif dengan analisis deskriptif. Teknik pengumpulan data
melalui: observasi, wawancara, dan dokumentasi. Analisis data menggunakan
reduksi data, penyajian data, dan penarikan kesimpulan. Subjek penelitian adalah
kepala madrasah, tenaga kependidikan dan guru. Hasil penelitin ini menunjukkan
bahwa: (1) Perencanaan pembinaan personalia dalam meningkatkan kualitas
pelayanan di MTs Aceh Besar dilakukan secara terarah, sistematis, dan fleksibel
sesuai kondisi madrasah, dengan fokus pada peningkatan kompetensi, kedisiplinan,
dan pemanfaatan sarana prasarana untuk meningkatkan kualitas pelayanan
pendidikan. (2) Pelaksanaan pembinaan personalia dalam meningkatkan kualitas
pelayanan di MTs Aceh Besar telah berjalan efektif dengan pendekatan yang
bervariasi di tiap madrasah, berfokus pada peningkatan daya tanggap, komunikasi,
empati, disiplin, dan profesionalisme sehingga menghasilkan pelayanan yang
responsif dan bertanggung jawab. (3) Evaluasi pembinaan personalia dalam
meningkatkan kualitas pelayanan di MTs Aceh Besar dilaksanakan dengan
pendekatan berbeda namun tetap bertujuan meningkatkan mutu layanan;
memberikan dampak positif pada kompetensi dan profesionalisme, tetapi masih
perlu penguatan karena dipengaruhi sistem evaluasi, sarana, dan konsistensi
pelaksanaan. Pembinaan personalia di ketiga madrasah tersebut menunjukkan
bahwa perencanaan, pelaksanaan, dan evaluasi yang lebih sistematis dan
kolaboratif meningkatkan kualitas pelayanan pendidikan, meskipun masih terdapat
kesenjangan yang perlu diperbaiki terutama pada sumber daya, koordinasi, dan
pemanfaatan teknologi.

This study arose from the increasing prominence of service quality in education, which relies heavily on developing skilled human resources through targeted personnel development programs. The study aimed to analyze the planning, execution, and assessment of personnel development in raising service quality at Islamic Junior High Schools (Madrasah Tsanawiyah/MTs) in Aceh Besar. The study employed a qualitative research method with descriptive analysis. Data were collected through observations, interviews, and document analysis. Data were examined through reduction, display, and conclusion drawing. Study participants included principals, teachers, and administrative staff. The findings revealed that: (1) personnel development planning was carried out in a structured, systematic, and adaptive manner in accordance with the conditions of each school, with particular emphasis on improving personnel competence, discipline, and the effective utilization of facilities and infrastructure to support educational service quality; (2) the implementation of personnel development was conducted effectively through various approaches adopted by each school, focusing on enhancing responsiveness, communication, empathy, discipline, and professionalism, which contributed to the delivery of more responsive and accountable educational services; and (3) the evaluation of personnel development was undertaken using different approaches across the schools while maintaining a shared objective of improving service quality. The evaluation process positively influenced personnel competence and professionalism; however, further strengthening was required due to challenges related to evaluation systems, facility availability, and implementation consistency. Overall, the personnel development practices implemented in the three schools demonstrated that systematic and collaborative planning, implementation, and evaluation contributed significantly to the enhancement of educational service quality. Nevertheless, several areas still require improvement, particularly with regard to resource availability, institutional coordination, and the integration of technology to support service delivery.