%A  Prasetiyo         Daniel 
%T ANALISIS KUALITAS PELAYANAN PUBLIK OLEH BADAN AKREDITASI NASIONAL SEKOLAH/MADRASAH (BAN SM) PROVINSI LAMPUNG DALAM PROSES AKREDITASI
(Studi Kasus Akreditasi Tahun 2023)

%X Akreditasi oleh BAN S/M memiliki peran penting sebagai bentuk tanggung jawab lembaga pendidikan dalam menyelenggarakan layanan yang memberdayakan serta mencerahkan. Proses ini memberikan jaminan kepada masyarakat, peserta didik, dan pihak lain bahwa lembaga pendidikan tersebut mampu menyediakan pendidikan yang berkualitas. Sebagai lembaga yang bertanggung jawab dalam penjaminan mutu pendidikan, kualitas pelayanan publik oleh BAN S/M provinsi Lampung menjadi urgensi yang harus diperhatikan. Karena, kualitas pelayanan yang diberikan BAN S/M 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/M provinsi lampung dalam proses akreditasi.Teknik pengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi dengan melihat empat indikator kualitas pelayanan menurut Ratminto (2012) yaitu Tangible (Bukti langsung), Reliability (Kehandalan) dan Responsiveness (Daya tanggap) dan Emphaty (Empati). Hasil penelitian ini menunjukan bahwa kualitas pelayanan yang diberikan BAN S/M Provinsi lampung dalam proses akreditasi telah memenuhi indikator berdasarkan Ratminto (2012) yaitu: Tangible (Bukti langsung/fisik) meliputi sarana yang lengkap, penampilan pegawai yang profesional, pemanfaatan teknologi untuk mendukung layanan. Reliability (Kehandalan) meliputi prosedur jelas, sistem kerja yang tersetruktur, staf konsisten menyampaikan informasi. Responsiviness (Daya Tanggap) meliputi staf memberikan jawaban yang cepat, jelas, dan solutif, serta bersikap ramah dan terbuka. Emphaty (Empati) meliputi staf bersikap ramah, sabar dan menyesuaikan pendekatan terhadap kondisi sekolah, 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, akses yang rusak ketika melakukan visitasi akreditasi, serta keluhan terlalu banyak sehingga keluhan menumpuk.

Kata Kunci: Kualitas Pelayanan, Akreditasi, BAN S/M


Accreditation by BAN S/M 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, students, and other stakeholders that the educational institution is capable of delivering quality education. As the institution responsible for ensuring the quality of education, the quality of public service by BAN S/M in Lampung Province is a matter of urgency that must be addressed. This is because the quality of services provided by BAN S/M 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/M in Lampung Province during the accreditation process. Data collection techniques were carried out through interviews, observations, and documentation by referring to four service quality indicators according to Ratminto (2012), namely: Tangible, Reliability, Responsiveness, and Empathy. The results of this study show that the quality of service provided by BAN S/M in Lampung Province during the accreditation process has met the indicators based on Ratminto (2012), which are as follows: Tangible includes complete facilities, professional staff appearance, and the use of technology to support services. Reliability includes clear procedures, a structured work system, and consistent delivery of information by staff. Responsiveness includes staff providing quick, clear, and solution-oriented answers, as well as being friendly and open. Empathy includes staff being friendly, patient, 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, which makes services more effective and efficient, as well as the understanding of the application and information systems by schools and assessors, which contributes to the realization of service quality. The inhibiting factors include difficulty in network or signal access, damaged access routes during accreditation visits, and the accumulation of complaints due to their large volume.

Keywords: Quality of Service, Accreditation, BAN S/M

%D 2025
%C UNIVERSITAS LAMPUNG
%R 1816041056
%I FAKULTAS ILMU SOSIAL DAN ILMU POLITIK
%L eprints89299