EFEKTIVITAS MODEL SERVICE QUALITY UNTUK MENINGKATKAN KUALITAS LAYANAN BIMBINGAN DAN KONSELING :Penelitian Quasi Experiment di SMAN 18 Bandung Tahun Ajaran 2010/2011

摘要

This research is motivated by the conditions of Guidance and Counseling (GC) services that have not been in good quality based of the conceptual or empirical study. The purpose of this research is to examine the service quality model for increasing the GC service quality. The research oncome using quantitative-qualitative approach, mixed method design sequence procedure with the quasi experiment pre-test and post-test control group design. Data accumulation using gauges of the GC quality service. Data analysis using descriptive statistics with percentage technique and service quality analysis based of the service quality model. The result of this research; (1) In the pre-test, the quality score of GC services experimental and control group is in the basic category; (2) After the service quality model has been implemented, an increasing quality happen to the experimental group and become the surprising to unbelievable category. Beside that, the controlling group still in the basic category; (3) The service quality model is effective for increasing the service of performance dimension performance the GC teachers; (4) service quality model is not only effective for increasing the BK service quality in the dimension of expectation and importance. This research recommendation is aimed for: (1) Counselors or GC teachers; (2) Guidance and Counseling Study Program; (3) The policy holders and guarantor of educational institution; and also (4) for the next researchers.ududududPenelitian dilatarbelakangi oleh kondisi layanan Bimbingan dan Konseling (BK) yang belum berkualitas baik berdasarkan kajian konseptual maupun empirik. Tujuan Penelitian ini adalah menguji model service quality untuk meningkatkan kualitas layanan BK. Pendekatan Penelitian menggunakan kuantitatif-kualitatif, prosedur mixed method design sequence dengan metode quasi eksperimen pre-test and post-test control group design. Pengumpulan data menggunakan alat ukur kualitas layanan BK. Analisis data menggunakan statistika deskriptif dengan teknik persentase dan analisis kualitas layanan berdasarkan model service quality. Hasil penelitian menunjukkan: (1) pada pre-test, skor kualitas layanan BK kelompok eksperimen dan kontrol berada pada kategori basic; (2) setelah dilaksanakan model service quality untuk meningkatkan kualitas layanan BK, terjadi peningkatan kualitas pada kelompok eksperimen menjadi kategori surprising to unbelievable, sedangkan kelompok kontrol masih berada pada kategori basic; (3) model service quality sangat efektif untuk meningkatkan kualitas layanan pada dimensi performance (kinerja) guru BK; (4) model service quality tidak efektif untuk meningkatkan kualitas layanan BK pada dimensi expectation dan importance. Rekomendasi penelitian ditujukan bagi: (1) Konselor atau Guru BK; (2) Prodi BK; (3) pemegang kebijakan dan Lembaga Penjaminan Mutu Pendidikan; serta (4) bagi peneliti berikutnya.