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• W3213808219 abstract "This study aims to determine the assessment of the quality of administration staff services at the Education Office of South Sumatra Province (Dinas Pendidikan Provinsi Sumatera Selatan) based on the analysis results of five dimensions of service quality in the SERVQUAL (service quality) model, named Tangible (Physical Evidence), Empathy (Care), Realibility, Responsiveness (Quick Response) and Assurance (Certainty). The collected data was analyzed using a questionnaire in the form of a SERVQUAL scale that describes the gap (GAP) of the expected service quality between expectations and reality (perceptions) received by the Educators and Education Personnel of the South Sumatra Province Education Office. The results of the study indicate that the quality of personnel administration services has not been a satisfactory because of the dimensions that have a minus or negative value, named: Realibility -0.15 and Responsiveness -0.46. Therefore, the South Sumatra Provincial Education Office(Dinas Pendidikan Provinsi Sumatera Selatan) needs to improve the quality of administrative services so that it is optimal and changes the gap to a positive value. Recommendations for improvement are made using the Fishbone Diagram and the Kaizen 5W 1 H method. The fishbone chart is useful for showing the main factors that affect quality and have an impact on service quality. If the problems and causes are known for certain, then the corrective actions and steps will be easier to conduct. To create a Fishbone Diagram, the Kaizen Method Tools are used by asking several questions on the basis of 5W + 1H (what, who, why, where, when and who).&#x0D; Keywords: : SERVQUAL, GAP analysis, Administrative Services&#x0D; Abstrak&#x0D; Penelitian ini bertujuan untuk mengetahui penilaian kualitas pelayanan administrasi kepegawaian Dinas Pendidikan Provinsi Sumatera Selatan didasarkan pada hasil analisa lima dimensi kualitas jasa dalam model SERVQUAL (service quality) yaitu Tangible (Bukti Fisik), Emphaty (Kepedulian), Realibility (Keandalan), Responsiveness (Keandalan/Cepat Tanggap) dan Assurance (Kepastian). Data yang terkumpul dianalisa menggunakan kuesioner berupa skala SERVQUAL yang menggambarkan kesenjangan (GAP) kualitas pelayanan yang diharapkan antara (ekpetasi) dan kenyataan (persepsi) yang diterima oleh Tenaga Pendidik dan Tenaga Kependidikan Dinas Pendidikan Provinsi Sumatera Selatan. Hasil penelitian menunjukkan bahwa kualitas pelayanan administrasi kepegawaian belum memuaskan karena ada dimensi yang bernilai minus atau negative yaitu : Realibility -0,15 dan Responsiveness -0,46. Oleh karena itu Dinas Pendidikan Provinsi Sumatera Selatan perlu meningkatkan kualitas pelayanan administrasi agar optimal dan merubah Gap menjadi bernilai positif. Rekomendasi perbaikan dilakukan dengan Diagram Fishbone dan Metode Kaizen 5W 1 H. Diagram tulang ikan (fishbone chart) berguna untuk memperlihatkan faktor-faktor utama yang berpengaruh pada kualitas dan mempunyai akibat pada kualitas pelayanan. Apabila masalah dan penyebab sudah diketahui secara pasti, maka tindakan dan langkah perbaikan akan lebih mudah dilakukan. Untuk membuat Diagram Fishbone digunakan Tools Metode Kaizen yaitu dengan teknik bertanya dengan pertanyaan, dengan dasar 5W+1H yaitu what, who, why, where, when dan who. &#x0D; Kata Kunci: SERVQUAL, GAP analysis, Pelayanan Administrasi." @default.
• W3213808219 created "2021-11-22" @default.
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• W3213808219 date "2021-09-08" @default.
• W3213808219 modified "2023-09-26" @default.
• W3213808219 title "The KUALITAS PELAYANAN ADMINISTRASI KEPEGAWAIAN DINAS PENDIDIKAN PROVINSI SUMATERA SELATAN" @default.
• W3213808219 doi "https://doi.org/10.33557/mbia.v20i2.1408" @default.
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