PERSEPSI SISWA TENTANG PELAYANAN PEGAWAI TATA USAHA DI SMK NEGERI 4 PAYAKUMBUH
DOI:
https://doi.org/10.34125/jmp.v11i4.3503Keywords:
pegawai tata usaha, pelayanan, persepsi siswaAbstract
Objective: This study aims to identify and describe students' perceptions of the services provided by administrative staff at SMK Negeri 4 Payakumbuh, based on the indicators of empathy, reliability, assurance, and responsiveness. A quantitative, descriptive research approach was employed. The study population consisted of 678 students; the sample size was determined using Slovin's formula with a 10% margin of error, resulting in 89 respondents selected via proportionate random sampling. Data were collected using a Likert-scale questionnaire that had undergone validity and reliability testing. Analysis was conducted using descriptive statistics by calculating mean scores and categorizing them according to established criteria. The results indicate that the students' overall perception of the administrative staff's services falls into the "good" category, with a mean score of 3.98. Regarding the specific indicators, empathy received a mean score of 3.88 (good), reliability scored 4.02 (good), assurance scored 4.00 (good), and responsiveness achieved the highest score at 4.03 (good). Thus, the administrative staff's services at SMK Negeri 4 Payakumbuh are perceived positively by students in terms of attentiveness, accurate and meticulous service, assurance through polite and professional conduct, and prompt, responsive service.
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