IMPLEMENTASI MANAJEMEN PELAYANAN PRIMA DI SEKOLAH MENENGAH ATAS NEGERI (SMAN) 13 PADANG

Abstract

The purpose of this study was to determine the standard operating procedure (SOP) for excellent service. In addition, to determine the implementation of excellent service and to determine the factors supporting and inhibiting excellent service at SMA Negeri 13 Padang. The research method used is descriptive qualitative with data collection techniques through observation, interviews and documentation. The subjects in the study were the Principal, Head of Administration and Administrative Staff. The results of this study are first, the school uses the service standard operating procedure (SOP) as a reference and minimizes errors in making decisions. Second, in the implementation of providing religious and family services, it is given to teachers, students and stakeholders in the internal school. The school also rewards and punishes employees to create a passionate organizational climate. The employees give a wholehearted attitude and high loyalty in serving customers. Third, supporting factors for excellent service in schools, namely the fulfillment of complete facilities and infrastructure, having sufficient administrative staff. And the inhibiting factor for excellent service in this school is the lack of training or career education for employees.