KUALITAS LAYANAN TENAGA KEPENDIDIKAN DI SMP NEGERI 7 MUARO JAMBI

Abstract

Objective: This study aims to examine and describe the quality of service provided by educational support staff at SMP Negeri 7 Muaro Jambi, focusing on service timing, the completion of administrative tasks within established timeframes, and the factors that facilitate or hinder service quality. The study employs a qualitative approach with a descriptive method. Data collection was conducted through observation, interviews, and document analysis. Data analysis involved the stages of data reduction, data presentation, and conclusion drawing. The results indicate that the quality of service provided by educational support staff at SMP Negeri 7 Muaro Jambi is good in terms of service timing. The staff demonstrate discipline regarding attendance, provide services relatively quickly, and are responsive to the needs of service users. Administrative services are generally carried out in accordance with established timeframes and applicable procedures, although delays occasionally occur due to increased workloads. Nevertheless, limited service hours mean that some users must wait in certain situations, particularly when the demand for services rises. Factors supporting service quality include staff competence, the availability of facilities and infrastructure, and effective cooperation among employees. Conversely, hindering factors include a limited number of staff, heavy administrative workloads, technical issues, incomplete documentation submitted by users.