ANALYSIS OF EDUCATIONAL SERVICES BASED ON SERVQUAL DIMENSIONS AT XYZ PLUS JUNIOR HIGH SCHOOL (SMP)

Abstract

The quality of educational services is a crucial factor in determining student and parent satisfaction, particularly at the junior high school (SMP) level, which is a crucial transitional period for students. This study aims to analyze the quality of educational services at SMP Plus XYZ using the SERVQUAL method based on five dimensions:tangibles, reliability, responsiveness, assurance, And empathy. The research uses a qualitative approach with an analytical descriptive design through analytical techniques.gapnarrative, comparing the expectations and perceptions of informants consisting of parents, students, and school officials, selected using techniquespurposive samplingData were collected through in-depth interviews, observations, and documentation studies, then analyzed using interactive descriptive methods. The results of the study indicate that the overall quality of educational services at SMP Plus XYZ is in the good category.responsivenessshowgappositive, whilereliability And empathyhas met expectations, whileassurance And tangiblesstill showinggapminor negatives that require improvement, especially in the pedagogical competence of teachers and the comfort of physical facilities.