?url_ver=Z39.88-2004&rft_id=1816041056&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=ANALISIS+KUALITAS+PELAYANAN+PUBLIK+OLEH+BADAN+AKREDITASI+NASIONAL+SEKOLAH%2FMADRASAH+(BAN+SM)+PROVINSI+LAMPUNG+DALAM+PROSES+AKREDITASI%0D%0A(Studi+Kasus+Akreditasi+Tahun+2023)%0D%0A&rft.creator=++++++Daniel+%2C++Prasetiyo++&rft.subject=320+Ilmu+politik+(politik+dan+pemerintahan)&rft.description=Akreditasi+oleh+BAN+S%2FM+memiliki+peran+penting+sebagai+bentuk+tanggung+jawab+lembaga+pendidikan+dalam+menyelenggarakan+layanan+yang+memberdayakan+serta+mencerahkan.+Proses+ini+memberikan+jaminan+kepada+masyarakat%2C+peserta+didik%2C+dan+pihak+lain+bahwa+lembaga+pendidikan+tersebut+mampu+menyediakan+pendidikan+yang+berkualitas.+Sebagai+lembaga+yang+bertanggung+jawab+dalam+penjaminan+mutu+pendidikan%2C+kualitas+pelayanan+publik+oleh+BAN+S%2FM+provinsi+Lampung+menjadi+urgensi+yang+harus+diperhatikan.+Karena%2C+kualitas+pelayanan+yang+diberikan+BAN+S%2FM+memiliki+dampak+yang+besar+dalam+proses+akreditasi+yang+dijalankan+agar+proses+akreditasi+berjalan+efektif+dan+efisien.Tujuan+penelitian+ini+untuk.+menganalisis+dan+mengetahui+kualitas+pelayanan+yang+diberikan+oleh+BAN+S%2FM+provinsi+lampung+dalam+proses+akreditasi.Teknik+pengumpulan+data+dilakukan+melalui+wawancara%2C+observasi%2C+dan+dokumentasi+dengan+melihat+empat+indikator+kualitas+pelayanan+menurut+Ratminto+(2012)+yaitu+Tangible+(Bukti+langsung)%2C+Reliability+(Kehandalan)+dan+Responsiveness+(Daya+tanggap)+dan+Emphaty+(Empati).+Hasil+penelitian+ini+menunjukan+bahwa+kualitas+pelayanan+yang+diberikan+BAN+S%2FM+Provinsi+lampung+dalam+proses+akreditasi+telah+memenuhi+indikator+berdasarkan+Ratminto+(2012)+yaitu%3A+Tangible+(Bukti+langsung%2Ffisik)+meliputi+sarana+yang+lengkap%2C+penampilan+pegawai+yang+profesional%2C+pemanfaatan+teknologi+untuk+mendukung+layanan.+Reliability+(Kehandalan)+meliputi+prosedur+jelas%2C+sistem+kerja+yang+tersetruktur%2C+staf+konsisten+menyampaikan+informasi.+Responsiviness+(Daya+Tanggap)+meliputi+staf+memberikan+jawaban+yang+cepat%2C+jelas%2C+dan+solutif%2C+serta+bersikap+ramah+dan+terbuka.+Emphaty+(Empati)+meliputi+staf+bersikap+ramah%2C+sabar+dan+menyesuaikan+pendekatan+terhadap+kondisi+sekolah%2C+serta+tidak+deskriminatif.+Faktor+pendukung+dari+kualitas+pelayanan+yang+diberikan+yaitu+adanya+aplikasi+Sispena+yang+membuat+pelayanan+semakin+efektif+dan+efisien+serta+pemahaman+sekolah+dan+asesor+akan+aplikasi+dan+sistem+informasi+menjadi+pendukung+terciptanya+kualitas+pelayanan.+Faktor+penghambat+yaitu+sulitnya+jangkauan+jaringan+atau+sinyal%2C+akses+yang+rusak+ketika+melakukan+visitasi+akreditasi%2C+serta+keluhan+terlalu+banyak+sehingga+keluhan+menumpuk.%0D%0A%0D%0AKata+Kunci%3A+Kualitas+Pelayanan%2C+Akreditasi%2C+BAN+S%2FM%0D%0A%0D%0A%0D%0AAccreditation+by+BAN+S%2FM+plays+an+important+role+as+a+form+of+accountability+for+educational+institutions+in+providing+empowering+and+enlightening+services.+This+process+offers+assurance+to+the+public%2C+students%2C+and+other+stakeholders+that+the+educational+institution+is+capable+of+delivering+quality+education.+As+the+institution+responsible+for+ensuring+the+quality+of+education%2C+the+quality+of+public+service+by+BAN+S%2FM+in+Lampung+Province+is+a+matter+of+urgency+that+must+be+addressed.+This+is+because+the+quality+of+services+provided+by+BAN+S%2FM+has+a+significant+impact+on+the+effectiveness+and+efficiency+of+the+accreditation+process.The+purpose+of+this+study+is+to+analyze+and+understand+the+quality+of+services+provided+by+BAN+S%2FM+in+Lampung+Province+during+the+accreditation+process.+Data+collection+techniques+were+carried+out+through+interviews%2C+observations%2C+and+documentation+by+referring+to+four+service+quality+indicators+according+to+Ratminto+(2012)%2C+namely%3A+Tangible%2C+Reliability%2C+Responsiveness%2C+and+Empathy.+The+results+of+this+study+show+that+the+quality+of+service+provided+by+BAN+S%2FM+in+Lampung+Province+during+the+accreditation+process+has+met+the+indicators+based+on+Ratminto+(2012)%2C+which+are+as+follows%3A+Tangible+includes+complete+facilities%2C+professional+staff+appearance%2C+and+the+use+of+technology+to+support+services.+Reliability+includes+clear+procedures%2C+a+structured+work+system%2C+and+consistent+delivery+of+information+by+staff.+Responsiveness+includes+staff+providing+quick%2C+clear%2C+and+solution-oriented+answers%2C+as+well+as+being+friendly+and+open.+Empathy+includes+staff+being+friendly%2C+patient%2C+and+adapting+their+approach+to+school+conditions+without+discrimination.+The+supporting+factors+for+the+quality+of+services+provided+include+the+existence+of+the+Sispena+application%2C+which+makes+services+more+effective+and+efficient%2C+as+well+as+the+understanding+of+the+application+and+information+systems+by+schools+and+assessors%2C+which+contributes+to+the+realization+of+service+quality.+The+inhibiting+factors+include+difficulty+in+network+or+signal+access%2C+damaged+access+routes+during+accreditation+visits%2C+and+the+accumulation+of+complaints+due+to+their+large+volume.%0D%0A%0D%0AKeywords%3A+Quality+of+Service%2C+Accreditation%2C+BAN+S%2FM%0D%0A&rft.publisher=FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK&rft.date=2025-06-17&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F89299%2F1%2F1.%2520ABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F89299%2F2%2F2.%2520SKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F89299%2F3%2F3.%2520SKRIPSI%2520TANPA%2520PEMBAHASAN.pdf&rft.identifier=+++Daniel+%2C+Prasetiyo+++(2025)+ANALISIS+KUALITAS+PELAYANAN+PUBLIK+OLEH+BADAN+AKREDITASI+NASIONAL+SEKOLAH%2FMADRASAH+(BAN+SM)+PROVINSI+LAMPUNG+DALAM+PROSES+AKREDITASI+(Studi+Kasus+Akreditasi+Tahun+2023).++FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F89299%2F