ANALISIS PENINGKATAN KUALITAS PELAYANAN PUBLIK BIDANG PENDIDIKAN DI FKIP UNPATTI

Abstract

This study aims to evaluate and analyze the improvement of public service quality in the
field of education, which includes physical evidence, responsiveness, reliability, empathy,
and confidence in FKIP UNPATTI. This research uses a qualitative approach with
informants from academic service staff and FETT UNPATTI students. Data were
collected through observation, interviews, and documentation, then analyzed using
qualitative methods, including data reduction, data presentation, data verification, and
conclusion drawing.The results showed that improving the quality of educational services
was seen from various aspects. The repair and improvement of physical facilities, the
appearance of staff and lecturers, and the condition of non-operational campus facilities
showed a significant increase. Staff responsiveness in serving students is considered quite
good although not yet optimal. Service reliability still needs to be improved, with frequent
complaints about the speed of service. Empathy from employees towards students is
considered quite high, with efforts to provide motivation in the teaching and learning
process. In addition, the guarantee of student data storage has also been well
implemented by employees at FKIP UNPATTI.