ANALISIS TINGKAT KEPUASAN SISWA TERHADAP...
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ANALISIS TINGKAT KEPUASAN SISWA TERHADAP PELAYANAN SEKOLAH PADA SMU NURUL IMAN PALEMBANG SKRIPSI OLEH: NAMA : RIZA UMAMl NIM : 21 97 018 NIRM : 97 093 220 018 UNIVERSITAS MUHAMMADIYAH PALEMBANG FAKULTAS EKONOMI 2002
Transcript of ANALISIS TINGKAT KEPUASAN SISWA TERHADAP...
ANALISIS T I N G K A T KEPUASAN SISWA TERHADAP PELAYANAN S E K O L A H
PADA SMU NURUL IMAN PALEMBANG
SKRIPSI
O L E H :
NAMA : RIZA UMAMl
NIM : 21 97 018
NIRM : 97 093 220 018
UNIVERSITAS MUHAMMADIYAH PALEMBANG F A K U L T A S E K O N O M I
2002
ANALISIS T I N G K A T KEPUASAN SISWA TERHADAP PELAYANAN S E K O L A H
PADA SMU NURUL IMAN PALEMBANG
SKRIPSI
Untuk memenuhi salah satu persyaratan Memperoleh gelar Sarjana Ekonomi
O L E H :
NAMA
NIM
NIRM
R I Z A U M A M I
21 97 018
97 093 220018
UNIVERSITAS MUHAMMADIYAH PALEMBANG F A K U L T A S EKONOMI
2002
Fakultas Ekonomi Universitas Muhammadiyah
Palembang
P E R P U S T A K A A N F A K U L T A S EKONOMI
U N I V E R S I T A S M U H A I V i : . l A D I Y A H P A L E M B A N G NOMOR B U K U : V>(^ ' ' - ' T A N G G A L : -3o - ̂ oi ,
TANDA PENGESAHAN SKRIPSI
JUDUL : ANALISIS T I N G K A T KEPUASAN SISWA TERHADAP PELAYANAN S E K O L A H PADA SMU NURUL IMAN PALEMBANG
Nama
Nim
Nirm
Fakultas
Jurusan
: Riza Umami
: 21 97 018
: 97093220018
: Ekonomi
: Manajemen
Mata Kuliah Pokok : Pemasaran
Diterima dan disyahkan Pada tanggalv»i4.;,f^.r -̂̂ ^
li^mbimbing
1. Pern
(M. Idris SE, M.Si)
g 2. Pembimbing H (If
(Hj. Zuhri)Vb SE, M.Si)
Megetahui Dekan / Ub. Ketua Jurusan Manajemen
£7 - -(Omar H^ndro SE, M.Si)
M O T T O : Tiada yang sulid kalau sudah mencoba Hidup adalah tantangan, tantangan adalah seni kehidupan
Kupersembahkan kepada: • Ayahanda dan Ibunda tercinta • Suanuku Edyson Firdaus. S I P • Adik dan Kakandaku tersayang • Teman-teman seangkatan • Almamaterku, • Corps baret ungu Resimen
mahasiswa UMP
IJCAPAN T E U I M A K A S I H
S e t e l a h m e n g u c a p k a n r a s a s y u k u r k e p a d a A l l a h S W T , P e n u l i s m e n g u e a p k a n
r a s a t e r i m a k a s i h y a n g s e d a l a m - d a l a m n y a k e p a d a s e l u r u h p i h a k y a n g t e l a h m e i n b a n t u
d i d a l a m p e n u l i s a n s k r i p s i i n i t e r u t a m a k e p a d a y a n g t e r h o r m a t ;
1 . A y a h a n d a d a n I b u n d a t e r c i n i a , a d i k k u , k a k a k k u , b e s e r t a k e l u a r g a y a n g i c l a i i
m e m b e r i k a n d o r o n g a n d a n k a s i h s a y a n g s e l a m a i n i .
2 . S u a m i k u t e r s a y a n g y a n g t e l a h m e n e m a n i k u d a n m e m b a n i u s e l a m a p e n u l i s a n
s k r i p s i i n i .
3 . B a p a k D r s . M a r s a l . N g , S H , s e l a k u R e k t o r U M P
4 . B a p a k A b d u l B a s y i d S B . M S i , s e l a k u D e k a n F a k u l t a s B k o n o m i U M P .
5 . B a p a k M , I d r i s S H , M . S i . s e l a k u p e m b i m b i n g I ( s a l u ) d a l a m p e n \ u s u n a n s k r i p s i
i n i .
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i n i .
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E k o n o m i U M P , ;
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9 . I b u K i s w a t i b e s e r t a s e l u r u h k a r y a w a n / g u r u S M U N u r u l I m a m P a l e m b a n g y a n g
t e l a h m e m b e r i k a n d a t a y a n g d i p e r l u k a n d a l a m p e n y u s u n a n s k r i p s i m i .
1 0 . S a h a b a t - s a h a b a t k u S i t i S u n d a r i , E v i S a s m i l a , R a m a d i y a n i i S E , Y a n i t a H a n a n i S E ,
H i l d o S E , P r a t i k a N o v i a n t i S E , R o s m a n i a r , M a r i a U l f a , A l d m a A n g g r a i m , E v i
1 1 . R e k a n - r e k a n s e s a i n a r e s i m e n m a h a s i s w a U M P .
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t m b a l a n y a n g b e r l i p a t g a n d a k e p a d a s e m u a p i h a k y a n g m e m b a n t u p e n u l i s d a l a m
m e n y e l e s a i k a n s k r i p s i i n i .
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S k r i p s i i n i b e i j u d u l : A N A L I S I S T I N G K A T K E P U A S A N S I S W A T E R H A D A P P E L A Y A N A N S E K O L A H P A D A S M U N U R U L I M A N P A L E M B A N G . S k r i p s i m i d i s u s u n b e r d a s a r k a n h a s i ! p e n e l i t i a n y a n g d i l a k s a n a k a n p e n u l i s d a r i t a n g g a l 8 f e b r u a r i s a m p a i 8 M e i 2 0 0 2 . P e n n a s a l a h a n y a n g d i b a h a s d a l a m p c n e l i t i a n i n i a d a l a h b a g a i m a n a t i n g k a t k e p u a s a n s i s w a t e r h a d a p p e l a y a n a n s e k o l a h p a d a S M U N u r u l I m a n P a l e m b a n g . M e t o d e y a n g d i g u n a k a n : o b s e r p a s i d a n d a f l a r p e r t a n y a a n . T u j u a n p e n e l i t i a n i n i a d a l a h u n t u k m e n g e t a h u i t i n g k a t k e p u a s a n s i s w a t e r h a d a p p e l a y a n a n s e k o l a h p a d a S M U N u r u l I m a n P a l e m b a n g .
A n a l i s i s d a t a i n i m e n g g u n a k a n a n a l i s i s k u a n t i t a t i f y a i t u a n a l i s i s y a n g d i h i t u n g b e r d a s a r k a n h a s i l d a r i d a f t a r p e r t a n y a a n y a n g b e r u p a j a w a b a n r e s p o n d e n y a n g t e r d i r i d a r i 1 2 p e r t a n y a a n , a n a l i s i s k u a n t i t a t i f d i s i n i a k a n d i g u n a k a n a n a l i s i s t i n g k a t k e p e n t i n g a n d a n k i n e r j a d e n g a n m e m b a n d i n g k a n s k o r k e p e n t i n g a n . P e n e l i t i a n i n i t e l a h s e l e s a i d i l a k s a n a k a n b e r k a t b a n t u a n d a r i p a r a p e m b i m b i n g d a i a m m e m b e n k a n p e n g a r a h a n d a i a m m e n y e l e s a i k a n s k r i p s i i n i .
D a r i h a s i l a n a l i s i s d a p a t d i p e r o l e h k e s i m p u l a n : B e r d a s a r k a n 12 p e r t a n y a a n t e r s e b u t d a p a t d i j e l a s k a n b a h w a l i n g k a l k e p u a s a n s i . s w a t e r h a d a p p e l a y a n a n s e k o l a h p a d a S M U N u r u l i m a n P a l e m b a n g d a p a t d i k a l e g o r i k a n m e m u a s k a n , d e n g a n r a t a - r a t a k i n e r j a 2 5 , 0 3 d a n l i n g k a l k e p e n t i n g a n 3 0 , 3 7 d a n s e l u r u h
j a w a b a n r e s p o n d e n . A d a p u n t i n g k a t k e s e s u a i a n y a i t u p e r b a n d i n g a n a n t a r a k i n e r j a S M U N u r u l I m a n P a l e m b a n g d e n g a n k e p e n t i n g a n s i s w a m e n c a p a i 8 2 , 4 L D i l i h a t d a r i t i n g k a t k e s e s u a i a n y a n g d i c a p a i m e n u n j u k k a n k i n e r j a S M U N u r u l I m a n P a l e m b a n g m e m e n u h i h a r a p a n s i s w a . S u b v a r i a b e l y a n g m a s i h h a r u s d i p e r b a i k i a d a l a h k e c e p a t a n d a n k e m u d a h a n p r o s e d u r p e n e r i m a a n s i s w a , k e t e p a t a n m e n g a j a r o l e h g i i r u , c c p a t t a n g g a p t e r h a d a p k e l u h a n s j s w a , p r e s t a s i d a n r e p u t a s i s e k o l a h . D i m a n a t i n g k a l k e s e s u a i a n m a s i n g - m a s i n g 7 6 % , 7 2 , 0 5 % , 7 5 % , d a n 7 2 , 7 2 % .
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i n g i n m e n c i p t a k a n s e s u a t u y a n g b a r u u n t u k k e p e n l i n g a n h i d u n y a . D e n g a n a k a l
d a n p i k i r a n y a p u l a m a n u s i a s e n a n t i a s a b e r u s a h a m e n g e n i b a n g k a n i l m u
p e n g e t a h u a n n y a d a n t e k n o l o g i t e r s e b u t , m a k a p o l a k e h i d u p a n m a s y a r a k a t j u g a
i k u t b e r u b a h d a n b e r k e m b a n g . D e n g a n p e r k e m b a n g a n i l m u p e n g e t a h u a n n y a
s a n g a t e r a t k a i t a n n y a d e n g a n p e r k e m b a n g a n b i d a n g p e n d i d i k a n . P e i u b a h a i i d a n
p e r k e m b a n g a n p o l a k e h i d u p a n m a s y a r a k a t j u g a b e r p e n g a r u h t e r h a d a p b i d a n g
p e n d i d i k a n . P e r k e m b a n g a n b e r u b a h i t u m e n u t u t a d a n y a i n o v a i b a r u d i b i d a n g
p e n d i d i k a n , t a n g g u n g j a w a b m e l a k s a n a k a n i n o v a s i d i a n t a r a n y a t e r l e t a k p a d a
p e n y e l e n g g a r a a n p e n d i d i k a n , c i t a - c i t a d a l a m p e n d i d i k a n m e r u p a k a n h a r a p a n , o l e h
k a r e n a i t u a p a y a n g d i r e n c a n a k a n d i d a l a m k u r i k u l u m p a d a h a k e k a l n y a
m e r u p a k a n c i t a - c i t a t e n t a n g w u j u d h a s i l p e n d i d i k a n y a n g i n g i n d i c a p a i .
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b e r d a s a r k a n P a n c a s i l a d a n U U D 1 9 4 5 , b e r f u n g s i m e n g e m b a n g k a n k e m a m p u a n
s e r t a m e n i n g k a t k a n m u t u k e h i d u p a n d a n m a r t a b a t m a n u s i a I n d o n e s i a d a l a m
r a n g k a u p a y a m e w u j u d k a n t u j u a n n a s i o n a l . S e h u b u n g a n d e n g a n i t u d a i a m G B H N
1 9 9 3 d i n y a t a k a n b a h w a p e n d i d i k a n n a s i o n a l b e r l u j u a n m e n i n g k a t k a n k u a l i t a s
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m a s u s i a I n d o n e s i a y a i l u m a n u s i a y a n g b e n m a n d a n b e n a q w a , b e r k e p r i b a d i a n ,
c e r d a s , k r e a t i f t e r a m p i l b e r d i s i p l i n , b e r t a n g g i i n g j a w a b . D a t a m p c l i i a k c e n a n i
k e b i j a k s a n a a n s e k t o r p e n d i d i k a n a n l a r a l a i n , m e l i p u l i p e n d i d i k a n d a s a r ,
p e n d i d i k a n m e n e n g a h , d a n p e n d i d i k a n t i n g g i , s e r t a p e n d i d i k a n d i l u a r s e k o l a h
p e n g e m b a n g a n k u r u k u l u m d a n p e m b i n n a a n g u r u .
M e l a l u i p e n y e l e n g g a r a a n p e n d i d i k a n u p a y a p e r w u j u d a n c i t a - c i l a i t u
d i r u m u s k a n d i d a l a m k u r i k u l u m r e s m i y a n g b e r l a k u b a g i s e l u r u h s e k o l a h O l o h
s e b a b i t u m a k a k u r u k u l u m p e n d i d i k a n d i N e g a r a I n d o n e s i a d i s u s u n s e c a r a
n a s i o n a l d a n i n i m e r u p a k a n u s a h a y a n g s a n g a t p e n t i n g d a l a m m c m b e n l u k
m a n u s i a - m a n u s i a I n d o n e s i a s e p e r t i d i c i t a - c i t a k a n s e o r a n g g u r u d a p a t m e n g e t a h u i
d e n g a n j e l a s k e m a n a n i u r i d - m u r i d n y a d i a r a h k a n , h a l i n i a k a n m e w a r n a i s e l u r u h
k e g i a t a n y a n g d i m i l i k i o l e h s i s w a b a i k m e n g e n a i p e n g e t a h u a n , k c t e r a m p i l a n ,
s i k a p s e t e l a h s i s w a m e n y e l e s a i k a n p e n d i d i k a n d i s e k o l a h m a s i n g - m a s i n g .
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m e r u p a k a n p e m b i m b i n g , p e n g e l o l a , o r g i n i s a l o r d a n f a s i l i t a l o r d i d a l a m p r o s e s
b e l a j a r m e n g a j a r , U n t u k m e l a k s a n a k a n p e r a n a n i t u d e n g a n b a i k s e o r a n g g u r u i t u I
d i t u n t u t u n t u k m e n g u a s a i b a h a n , k e m a m p u a n m e n g e l o l a p r o g r a m b e l a j a r
m e n g a j a r , k e m a m p u a n m e n g e l o l a k e l a s , k e m a m p u a a n m e n g g u n a k a n m e d i a ,
k e m a m p u a n m e n i l a i s i s w a d a n f a s i l i t a s y a n g m e m a d a i . P i h a k s e k o l a h b e r u s a h a
m e m b e r i k a n k e e p u a s a n a t a u p e l a y a n a n y a n g b a i k , p i h a k s e k o l a h h a r u s d i d i k u n g
o l e h k i n e r j a k a r y a w a n y a n g p r o f e s i o n a l d a n m e m e r l u k a n u s a h a m e n i n g k a t k a n
p e m e r d a y a a n k i n e r j a k a r y a w a n .
3
P e l a y a n a n m e r u p a k a n b a g a i m a n a c a r a k i t a m e l a y a n i d e n g a n m e n y e d i a k a n
p e r a l a t a n , f a s i l i t a s a a t a u s e g a l a s e s u a t u y a n g d i b u t u h k a n p e n g g u n a u n t u k
m e m b e r i k a n k e p u a s a n k e p a d a m e r e k a , s e r t a m e m b e r i k a n m u t u y a n g b a i k
t e r h a d a p p e l a y a n a n . P e n t i n g k a i t a n n y a m u t u p e l a y a n a n p a d a S M U N u r u l l i n a n
P a l e m b a n g s a n g a t l a h p e n t i n g d a n h a r u s m e m p u n y a i t a n g g u n g j a w a b o r g a n i s a s i
b e r w a w a s a n m u t u , y a i l u m a n a j e m e n h a r u s b i s a m e r u m u s k a n s t r a t e g i d a n
k e b i j a k s a n a a n , u n t u k m e m b a n t u o r g a n i s a s i t u n g g a l m e l a l u i k e c e m e r l a n g a n m u t u
t e r m a s u k p e l a y a n a n d a n h a r u s d i l a k u k a n d e n g a n s t a n d a r t i n g g i .
P e l a y a n a n p a d a S M U N u r u l I m a n P a l e m b a n g y a n g b a i k d a n m e n y a j i k a n
f a s i l i t a s y a n g b e r m u t u , j u g a m e m p e n g a r u h i s i s w a d a l a m h a l b e l a j a r m e n g a j a r
a p a b i l a p e l a y a n a n y a n g d i b e r i k a n p i h a k s e k o l a h m e m u a s k a n d a n f a s i l i l a s y a n g
l e n g k a p m e m b u a t p a r a s i s w a a k a n b e r s e m a n g a t b e l a j a r , P e l a y a n a n d a n f a s i l i t a s
y a n g m e m b u a t d a y a t a r i k b a g i c a l o n s i s w a , k a r e n a m e r e k a b i s a m e m a n f a a l k a n
f a s i l i t a s y a n g t e l a h d i b e r i k a n s e k o l a h s e p e r t i k e g i a t a n e k s i r a k u n k u l e r y a n g
d i b e r i k a n p i h a k s e k o l a h , j a d i p a r a s i s w a b i s a m e n g a d a k a n k e g i l a n d i l u a r s e k o l a h
d a n b i s a b e r t u k a r p i k i r a n d e n g a n s e k o l a h - s e k o l a h l a i n y a n g a d a d i p a l e m b a n g .
B a g i p i h a k s e k o l a h s a l a h s a t u t a n t a n g a n y a g n d i h a d a p i d a l a m p e r s a i n g a n
m e n c a r i c a l o n s i s w a b a r u a t a u m e m b e r i p e l a y a n a n k e p a d a s i s w a a d a l a h s a m p a i
s e j a u h m a n a S M U N u r u l I m a n m e m b e r i k a n p e l a y a n a n l e r b a i k k e p a d a s i s w a -
s i s w a n y a .
4
P e l a y a n a n y a n g l e b i h c e p a t d a n p r a k t i s d a r i S M U N u r u l I m a n m e n j a d i
h a r a p a n s e t i a p s i s w a - s i s w i y a n g b e r h u b u n g a n d e n g a n s e k o l a l i . S M U N u r u l I m a n
h a r u s l a h m e m p e r h a t i k a n p e l a y a n a n y a n g a d a a g a r s i s w a m e r e s a p u a s .
B e r d a s a r k a n u r a i a n d i a t a s , m a k a p e n u l i s t e r l a r i k u n t u k m c n u l i s s k r i p s i
d e n g a n j u d u l " A N A L I S I S T I N G K A T K E P U A S A N S I S W A T E R H A D A P
P E L A Y A N A N S E K O L A H P A D A S M U N U R U L I M A N P A L E M A N G "
B. Perumusan Masalah
B e r d a s a r k a n l a t a r b e l a k a n g d a n h a s i l p e n e l i t i a n [ T e n u l i s d a p a t d i r u m u s k a n
p e i m a s a l a h a n n y a s e b a g a i b e r i k u t ;
" B a g a i m a n a t i n g k a t k e p u a s a n s i s w a t e r h a d a p ^ j a y a n a ^ ^ p a d a S M U
N u r u l i m a n P a l e m b a n g ".
C . Tujuan penelitian
U n t u k m e n g e t a h u i t i n g k a t k e p u a s a n s i s w a t e r a d a p p e l a y a n a n s e k o l a h p a d a
S M U N u r u l I m a n P a l e m b a n g ,
D. Manfaat Penelitian
a . B a g i S M U N u r u l I m a n
D i h a r a p k a n d a p a t m e m b e n k a n m a s u k k a n d a n s u m b a n a n p e m i k i r u i i y a n g
b e r g u n a d a n b e r m a n f a a t d a l a m m e n i n g k a t k a n p e l a y a n a n k e p a d a p a r a
s i s w a
5
b . B a g i S M U N u r u l I m a n
D i h a r a p k a n d a p a t m e m b e r i k a n m a s u k k a n d a n s u m b a n g a n p e m i k i r a n y a n g
b e r g u n a d a n b e r m a n f a a t d a l a m m e n i n g k a t k a n p e l a y a n a n k e p a d a p a r a
s i s w a
d . B a g i l i m u P e n g e t a h u a n
S e b a g a i b a h a n a c u a n d a n b a h a n p e r b a n d i n g a n d a l a m p e n y u s u n a n
p e n e l i t i a n d a p a t d i m a n f a a l k a n s e b a g a i s a l a h s a l u i n f o r m a s i d a l a m
p c n e l i t i a n s e l a n j u l n y a .
E . Metode Penelitian
a . U n i t P e n e l i t i a n |
A d a p u n o b j e k p e n e l i t i a n y a i t u s i s w a - s i s w i S M U N u r u l I m a n P a l e m b a n g y a n g
b e r a l a n i a t d i J a l a n M a y o r S a l i m B a t u B a r a N o . 5 0 S e k i p K e b u n S e m a i
P a l e m b a n g 3 0 1 2 6 . D a n d i l a k s a n a k a n d a r i t a n g g a l 8 F e b r u a r i s a m p a i d e n g a n
8 M e i 2 0 0 2 .
b . M e t o d e P e n g a m b i l a n S a m p e l
P o p u l a i p c n e l i t i a n a d a l a h s e l u r u h s i s w a - s i s w i S M U N u r u l I m a n P a l e m b a n g
y a n g b e r j u m l a h 8 3 4 o r a n g . U n t u k m e n e k a n k a n p e n y i m p a n g a n d a l a m
p e n e l i t i a n m i m a k a j u m l a h s a m p e l d i t e n t u k a n s e b a g a i b e r i k u l :
N n — —;—^crc T ~
1 + N . e"
D i m a n a : n = U k u r a n S a m p c
6
N = U k u r a n P o p u l a s i
c ' = P e r s c n k c l o n g g a r a n k c t i d a k t c l i t i a n k a r c n a k e s a l a h a n
p e n g a m b i l a n s a m p l e y a n g m a s i h d a p a t d i t o l e r i r a t a u
d i i n g i n k a n .
^ 8 3 4 " 1 + ( 8 3 4 . 0 , 0 1 )
^ 8 3 4 " I + 8 , 3 4
8 3 4
8 9 , 2 9
D i b u l a t k a n m e n j a d i 1 0 0 ( H u s e i n U m a r 1 9 9 8 ; 7 0 )
A d a p u n t c h n i k p e n a r i k a n s a m p e l y a n g d i g u n a k a n i n i a d a l a h s l a t i f i e d r a n d o m
s a m p l i n g y a i t u s e m p e l y a n g d i a m b i l d e n g a n c a r a m e m b a g i p o p u l a s i
b e r d a s a r k a n t i n g k a t a n a t a u k e l a s y a n g s e d a n g b e r j a l a n ( L i n c o l i n A r s y a d ,
: 1 1 3 )
T A B E L L I
Kelas Jumlah siswa % Responden
1 3 0 8 3 6 , 9 3 3 7
2 2 7 9 3 3 , 4 5 3 3
3 2 4 7 2 9 , 6 1 3 0
834 too
Sumber : SMU Nurul Iman Palembang tahun 2000-2001
7
3 . O p e r a s i o n a l i s a s i V a r i a b e l
a. K e p u a s a n s i s w a a d a l a h r e s p o n s i s w a t e r h a d a p k c t i d a k s c s u a i a n y a n g
d i r a s a k a n a n t a r a h a r a p a n d e n g a n k i n e r j a S M U N u r u l I m a n
P a l e m b a n g , K e p u a s a n s i s w a d i l e n t u k a n o l e h k u a l i t a s j a s a y a n g d i k e h e n d a k i
s e h i n g g a a k a n m e n j a d i p r i o r i t a s u t a m a b a g i s i s w a k a r e n a k e p u a s a n
d i j a d i k a n s e b a g a i t o l a a k u k u r d a y a s a i n g S M U N u r u l I m a n P a l e m b a n g ,
b . P e l a y a n a n s e k o l a h y a i t u
K e m a m p u a n p i h a k s e k o l a h u n l u k m e m b e r i k a n p e l a y a n a n y a n g l e r b a i k
s e p e r t i k e c e p a t a n s e r t a p e n a n g a n a n k e l u h a n d a r i s i s w a . D a n p e l a y a n a n
y a n g d i b e n k a n p i h a k s e k o l a h m e r u p a k a n p e l a y a o a n u n t u k m e n u n j a n g
k e g i a t a n a t a u s a r a n a b a g i s i s w a y a n g t e n a g a p e r s o n a l i a .
A d a p u n i n d i k a l o r y a n g d i g u n a k a n a d a l a h :
1 . P r o s e d u r p e l a y a n a n s i s w a y a n g c e p a t d a n t i d a k b e r b e l i t - b e l i t
2 . K e t e p a t a n w a k t u m e n g a j a r o l e h g u r u .
3 . C e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a
4 . K e c e p a t a n t i n d a k a n p a d a s a a l s i s w a m e m b u t u h k a n
5 . K e s o p a n a n d a n k e r a m a h a n a t a s p e l a y a n a n y a n g d i b e r i k a n
6 . P r e s t a s i d a n r e p u t a s i s e k o l a h .
7 . K e m u d a h a n m e n g h u b u n g i p i h a k s e k o l a h
8. K e m a m p u a n g u r u b e r k o m u n i k a s i d e n g a n s i s w a .
8
9 . T e m p a t p a r k i r
1 0 . K e b e r s i h a n , k c r a p i a n , k e n y a m a n a n r u a n g a n . F a s i l i t a s g e d u n g
1 1 . F a s i l i t a s g e d u n g
1 2 . K a r y a w a n / g u r u b e r p a k a i a n d a n b e r p e n a m p i l a n r a p i .
4 . D a t a y a n g d i g u n a k a n
a . D a t a P r i m e r
D a t a P r i m e r a d a l a h d a t a y a n g d i k u m p u l k a n o l e h p e r o r a n g a n a t a u
o r g a n i s a s i l a n g s u n g m e l a l u i o b j e k n y a J . S u p r a n l o ( 1 9 9 3 . 5 )
D a t a p r i m e r d a l a m p e n e l i t i a n i n i a d a l a h h a s i l d a r i j a w a b a n s i s w a y a n g
d i d a p a t d a n m e n y e b a r a n g k e t .
b . D a t a S e k u n d e r
D a l a s e k u n d e r a d a l a h d a t a y a n g d i k u m p u l k a n d a l a m b e n t u k y a n g s u d a h
j a d i b e r u p a p u b l i k a s i a t a u d a t a s u d a h t e r s e d i a d a r i s u a t u p e r u s a h a a n a t a u
o r g a n i s a s i , J . . S u p r a n t o ( 1 9 9 3 : 6 ) . D a l a m p e n e l i t i a n i n i D a t a s e k u n d e r
t e r s e b u t d i p e r o l e h d a r i :
- S e j a r a h b e r d i r i n y a S M U N u r u l I m a n P a l e m b a n g
S t r u k t u r o r g a n i s a s i
D a t a j u m l a h s i s w a
5 . M e t o d e P e n g u m p u l a n D a t a
D a l a m p e n y u s u n a n s k r i p s i p e n u l i s m e n g g u n a k a n M e t o d e P e n g u m p u l a n D a t a
d e n g a n m e t o d e s e b a g a i b e r i k u t ;
9
1 . O b s e r v a s i
Y a i t u m e l i h a t s e c a r a l a n g s u n g t e m p a t a t a u o b j e k p c n e l i t a n
2 . D a f t a r P e r t a n y a a n
Q u e s l i o n e r a d a l a h s u a t u m e l o d e p e n g u m p u l a n d a l a d e n g a n m e m b e r i k a n
d a f t a r p e r t a n y a a n b e r u p a a n g k e t y a n g a k a n d i i s i o l e h s i s w a .
6 . M e t o d e A n a l i s i s
A n a l i s i s K u a n t i t a t i f
A n a l i s i s k u a n t i t a t i f y a i t u a n a l i s i s y a n g d i h i t u n g b e r d a s a r k a n h a s i l d a r i
k u i s i o n e r y a n g b e r u p a j a w a b a n d a r i r e s p o n d e n . A n a l i s i s k u a n t i t a t i f d i s i n i a k a n
d i g u n a k a n a n a l i s i s t i n g k a l k e p e n t i n g a n d a n k i n e r j a d e n g a n m e m b a n d i n g k a n
s k o r k e p e n t i n g a n . A d a p u n r u m u s y a n g d i g u n a k a n a d a l a h J . S u p r a n t o
( 1 9 9 7 : 2 4 1 )
T k i - — 0 : 1 0 0 %
D i m a n a :
T k i = t i n g k a t k e s e s u a i a n r e s p o n d e n / s i s w a
X i = s k o r p e n i l a i a n d a r i t i n g k a t k i n e r j a
Y i = s k o r p e n i l a i a n d a r i t i n g k a l h a r a p a n
K e m u d i a n u n t u k m e n g e t a h u i s k o r r a t a - r a t a d a r i s e t i a p f a k t o r y a n g
m e m p e n g a r u h i k e p u a s a a n s i s w a d i g u n a k a n r u m u s :
- x i — yi x = —y = —
n n
10
D i m a n a x = s k o r r a t a - r a t a t i n g k a t k e p u a s a a n
V = s k o r r a t a - r a t a t i n g k a l k e p e n l i n g a n ( h a r a i x i n )
n = j u m l a h r e s p o n d e n
R u m u s s e l a n j u l n y a :
V = ^ y = ^
k k
D i m a n a x ^ r a t a - r a t a t i n g k a l k e p u a s a a n
X ^ r a t a - r a t a t i n g k a l k e p e n l i n g a n ( r a l a - r a t a l i n g k a l
k e p e n t i n g a n s e l u r u h t a k l o r y a n g m e i n p e n g a r u h i
k e p u a s a a n s i s w a )
k = b a n y a k n y a a t r i b u i y a n g m e m p e n g a r u h i k e p u a s a a n
s i s w a
O l e h k a r e n a i t u m a k a , j a w a b a n r e s p o n d e n u n l u k p e l a y a n a n y a n g
d i h a r a p k a n d i b a g i d a l a m 4 k a l e g o r i :
a . S k o r 4 , p e n i l a i a n s a n g a t p e n t i n g
b . S k o r 3 , p e n i l a i a n p e n t i n g
c . S k o r 2 , p e n i l a i a n c u k u p p e n t i n g
d . S k o r I , p e n i l a i a n t i d a k p e n t i n g
S e d a n g k a n j a w a b a n u n t u k p e l a y a n a n y a n g d i a l a m i d i b c n n i l a i :
a . S k o r 4 , p e n i l a i a n s a n g a t p u a s
b . S k o r 3 , p e n i l a i a n p u a s
11
c . S k o r 2 , p e n i l a i a n t i d a k p u a s
d . S k o r 1 , p e n i l a i a n s a n g a t t i d a k p u a s
B e r d a s a r k a n h a s i l p e n e l i t i a n t i n g k a t k e p e n t i n g a n d a n h a s i l
p e n e l i t i a n k i n e g a m a k a a k a n d i h a s i l k a n s u a t u p e r h i t u n g a n m e n g e n a i
t i n g k a t k e p u a s a n t e r h a d a p p e l a y a n a n s e k o l a h S M U N u r u l I m a n
P a l e m b a n g . D i a g r a m k a r t e s i u s u n t u k m e n g e t a h u i t i n g k a t k e s e s u a i a n d a r i
h a s i l p e r b a n d i n b g a n s k o r k i n e r j a d e n g a n f a k t o r - f a k t o r y a n g a k a n
m e m p e n g a r u h i k e p u a s a n s i s w a .
D i a g r a m k a r t e s i u s m e r u p a k a n s u a t u b a n g u n a n y a n g d i b a g i e m p a t
b a g i a n y a n g d i b a t a s i o l e h d u a g a r i s l u r u s d a n h o r i z o n t a l y a n g b e r p o t o n g a n
t e g a k l u r u s p a d a t i t i k {x d a n y) d i m a n a x m e r u p a k a n r a t a - r a t a d a r i r a t a -
r a t a s k o r t i n g k a l k e p u a s a n s i s w a d a n s e l u r u h a t r i b u t . D a n y a d a l a h r a t a -
r a t a s k o r t i n g k a t k e p e n t i n g a n s i s w a d a r i s e l u r u h a t r i b u t . A d a p u n d i a g r a m
k a r t e s i u s d a p a t d i l i h a t p a d a g a m b a r I ] b e r i k u t i n i :
G a m b a r 1 D i a g r a m K a r t e s i s u (kepentingan)
or (kinerja perusahaan)
Sumber: J . Supranto (1997 : 564)
1 2
A . M e n u n j u k k a n a l r i b u t d i a n g g a p m e m p e n g a r u h i k e p u l u s a n s i s w a t e r m a s u k
u n s u r - u n s u r j a s a y a n g d i a n g g a p s a n g a t p o n t i n g , n a m u n i n a n a j c r " b e l u m
m e l a k s a n a k a n s e s u a i k e i n g i n a n s i s w a s e h i n g g a s i s w a t i d a k p u a s .
B . M e n u n j u k k a n u n s u r j a s a p o k o k y a n g t e l a h b c r h a s i l d i l a k s a n a k a n s e k o l a h ,
u n t u k i t u h a r u s d i p e r t a h a n k a n . D i a n g g a p p e n t i n g o l e h s i s w a d a n d a n
s a n g a t m e m u a s k a n .
C . M e n u n j u k k a n b e b e r a p a f a k t o r y a n g c u k u p p e n t i n g b a g i s i s w a
p e l a k s a n a n y a o l e h s e k o l a h a n b i s a d i a n g g a p c u k u p p e n t i n g d a n c u k u p
m e m u a s k a n .
D . M e n u n j u k k a n f a k l o r y a n g m e m p e n g a r u h i p e i a n g g a n k u r a n g , a k a n t e t a p i
p e l a k s a n a n y a b e r l e b i h a n , d i a n g g a p t i d a k p e n t m g t e t a p i p e l a k s a n a n n y a
s a n g a t m e m u a s k a n .
BAB II
T I N J A U A N K E P U S T A K A A N
. Penelitian Sehelumnya
M e n u r u l M i s r i y a n t i ( 2 0 0 2 ) b e i d a s a r k a n h a s i l p c n e l i t i a n d e n g a n j u d u l :
A n a l i s i s t i n g k a t k e p u a s a n s i s w a t e r h a d a p p e l a y a n a n j a s a p e n d i d i k a n d i l e m b a g a
B a h a s a I n g g r i s " L I A " P a l e m b a n g .
B e r d s a r k a n k e s i m p u l a n b a h w a v a r i a b e l d i m e n s i k u a l i t a s j a s a t e r h a d a p
p e l a y a n a n j a s a l e m b a g a b a h a s a M A l Y i l e m b a n g s u d a h d a p a t d i k a t e g o r i k a n
m e m u a s k a n d e n g a n r a t a - r a t a k i n e r j a l e m b a g a b a h a s a L I A . P e i a n g g a n m e n i l a i
k i n e r j a l e m b a g a b a h a s a L I A P a l e m b a n g y a n g d i i n g i n k a n n y a s e s u a i d e n g a n
h a r a p a n n y a .
M e n u r u t L v i Y u l i t a S a r i ( 2 0 0 2 ) b e r d a s a r k a n h a s i l j ' t c n l i t i a n d e n g a n j u d u l :
A n a l i s i s t i n g k a t k e p u a s a n k o n s u m e n t e r h a d a p j a s a p e l a y a n a n C a t e r i n g A d u
M a n i s P a l e m b a n g .
B e r d a s a r k a n k e s i m p u l a n d a r i a n a l i s i s y a n g t e l a h d i u r a i k a n , k i n c r j a C a t e r i n g A d u
M a n i s s u d a h d i l a k s a n a k a n d e n g a n b a i k , s e h i n g g a p e i a n g g a n a t a u p e m e s a n s u d a h
m e r a s a p u a s . A k a n t e t a p i a d a 3 f a k t o r y a n g p e r l u d i t i n g k a t k a n p e l a k s a n a a n n y a
k a r e n a m a s i h b c m i i a i n e g a t i f y a i t u ;
1. P r o s e d u r p e n e r i m a a n p e s a n a n y a n g c e p a t d a n i c p a l .
2 . P r o s e d u r p e l a y a n a n y a n g t i d a k b c r b e l i t - b e l i t .
3 . K c f a p i a n , k e b e r s i h a n , d a n p c n a m p i l a n p a r a p e g a w a i c a t e r i n g .
13
14
*
B. Pengertian Pemasaran
P e m a s a r a n m e r u p a k a n s a l a h s a t u d a r i k e g i a t a n - k e g i a t a n y a g n d i l a k u k a n
p e r u s a h a a n - p c r u s a h a a n u n t u k m e m p c r l a h a n k a n k e l a n g s u n g a n h i d u p n y a , u n t u k
b e r k e m b a n g d a n m e m p e r o l e h i a b a . K e g i a t a n p e m a s a r a n h a r u s l a h d a p a t
m e m b e r i k a n k e p u a s a n k e p a d a p e l i n g g a n j i k a u s a h a n y a b e r j a l a n m u l u s a t a u
k o n s u m e n m e m p u n y a i p e n d a p a t b a i v t e n t a n g p e r u s a h a a n .
B a n y a k o r a n g h a n y a m e n g e t a h u i s c d i k i i t e n t a n g p e m a s a r a n , s e r i n g
m e m p u n y a i s a l a h s a t u p c n g c r t i a n . M c r c k a s e r i n g m c n y a m a a r t i k a n i s t i l a h - i s t i l a h
s e p e r t i : p e n j u a l a n p e r d a g a n g a n d a n d i s t n b u s i . S e j a k o r a n g m e n g e n a i k e g i a t a n
p e m a s a r a n a n t a r a l a i n ;
a . S t a n t o n { 1 9 9 5 : 7 )
P e m a s a r a n ( m a r k e t i n g ) a d a l a h s a l a h s a t u s i s t e m t o t a l d a r i k e g a i t a n b i s n i s y a n g
d i r a n c a n g u n t u k n i e r e n c a n a k a n , m e n e n t u k a n h a r g a , m e m p r o m o s i k a n d a n
m e n d i s t r i b u s i k a n b a r a n g - b a r a n g y a n g d a p a t m e m u a s k a n k e i n g i n a n d a n j a s a
b a i k k e p a d a p a r a k o n s u m e n s a a t i n i m a u p u n k o n s u m e n p o l e n s i a l .
b . K o l l e r ( 1 9 9 7 : 3 )
M a r k e t i n g a d a l a h k e i n g i n a n y a n g d i a r a h k a n u n t u k m e m e n u h i k e b u t u h a n d a n
k e i n g i n a n m e l a l u i p r o s e s p e n u k a r a n .
15
G a m b a r I I . |. H i e r a r k i K e b u t u h a n M a s l o w
P e r w u j u d a n D i r i
K e b u t u h a n t l a r g a D i r i
K e b u t u h a n S o s i a l
K e b u t u h a n P c r l i n d u n g a n
K e b u t u h a n F i s i o l o g i s
S u m b e r : B a s u S w a s l a ( 1 9 9 5 : 1 5 3 )
Keterangan Gambar I I . i
K e b u t u h a n p e r t a m a y a n g h a r u s d i p c n u h i a d a l a h k e b u t u h a n H s i l o g i s , s e p e r t i r a s a
l a p a r , h a u s d a n l e l a h . S e t e l a h k e b u t u h a n d a s a r i n i t e r p e n u h i , b a r u k e m u d i a n
o r a n g b e r u s a h a m e m e n u h i k e b u t u h a n y a n g I c b i h t i n g g i , y a i l u k e b u t u h a n a k a n
p c r l i n d u n g a n ; d e m i k i a n p u l a s e t e r u s n y a s a m p a i k e b u t u h a n b e r j e n j a n g p a l i n g
t i n g g i t e r p e n u h i y a i t u k e b u t u h a n a k a n p e r w u j u d a n h a r g a d i r i .
B. Perilaku Konsumen
P a d a d a s a r n y a s y a r a l y a n g h a r u s d i p c n u h i o l e h s u a t u [ > e r u s a h a a n a g a r d a p a t
s u k s e s d a i a m p e r s a i n g a n a d a l a h b e r u s a h a m e n c a p a i t u j u a n u n l u k m e n c i p t a k a n d a n
t n e m p e r t a h a n k a n p e i a n g g a n . A g a r t u j u a n t e r s e b u t d a p a t t e r c a p a i m a k a s e t i a p
p e r u s a h a a n h a r u s b e r u p a y a m e n g h a s i l k a n d a n m e n y a m p a i k a n b a r a n g d a n j a s a
y a n g d i i n g i n k a n k o n s u m e n d e n g a n h a r g a y a n g p a n t a s . O l e h k a r e n a s e t i a p
p e r u s a h a a n p e r l u m e m a h a m i p e r i l a k u k o n s u m e n s e b a g a i p a s a r s a s a r a n n y a .
D e n g a n m e m a h a m i p e r i l a k u k o n s u m e n p e r u s a h a a n d a p a t m e n y u s u n s t r a t e g i d a n
p r o g r a m p e m a s a r a n y a n g t e p a t d e n g a n c a r a m e n c i p t a k a n n i l a i l e b i h d i b a n d i n g k a n
p e r u s a h a a n p e s a i n g n y a .
16
P e r i l a k u k o n s u m e n a d a l a h l i n d a k a n - t i n d a k a n i n d i v i d u y a n g s e c a r a l a n g s u n g
t e r i i b a t d a l a m u s a h a m e m p e r o l e h , m e n g g u n a k a n d a n m e n e n i u k a n p r o d u k d a n j a s a
t e r m a s u k p r o s e s p e n g a m b i l a n k e p u t u s a n y a n g m e n d a h u l u i d a n t i n d a k a n - t i n d a k a n
t e r s e b u t ( C i p l o n o 1 9 9 7 : 1 9 ) .
A p a b i l a p e r u s a h a a n d a p a t m e m a h a m i p e r i l a k u k o n s u m e n n y a m a k a
p e r u s a h a a n t e r s e b u t d a p a t m e m b e r i k a n k e p u a s a n s c c a r a I c b i h b a i k k e p a d a
k o n s u m e n n y a . H a l i n i b e r a r t i p e r u s a h a a n a k a n ' m e n d a p a t k a n k e u n t u n g a n y a n g
l e b i h b e s a r d i b a n d m g k a n p e r u s a h a a n l a i n n y a .
S e o r a n g k o n s u m e n y a n g m e r a s a p u a s c e n d e r u n g a k a n m e n y a t a k a n h a l - h a l
y a n g b a i k t e n t a n g p r o d u k d a n p e r u s a h a a n y a n g b e r s a n g k u t a n . K o n s u m e n y a n g
m e r a s a t i d a k p u a s a k a n b e r e a k s i d e n g a n t i n d a k a n y a n g b e r b e d a , a d a y a n g
m e n d i a m k a n s a j a d a n a d a p u l a y a n g m e l a k u k a n k o m p i a i n . M e n u r u t ( C i p t o n o
1 9 9 7 : 2 2 ) a d a l i g a t a n g g a p a n a l a u k o m p i a i n t e r h a d a p k e l i d a k p u a s a n , y a i t u :
1. Voice Response
K a l e g o r i i n i m e l i p u l i u s a h a m e n y a m p a i k a n k e l u h a n s e c a r a l a n g s u n g d a n
a t a u m e m i n t a g a n t i r u g i k e p a d a p e u s a h a a n y a n g b e r s a n g k u t a n m a u p u n k e p a d a
d i s l r i b u l o r n y a . B i l a p e i a n g g a n m e l a k u k a n h a l i n i p e r u s a h a a n a k a n m e m p e r o l e h
m a n f a a t :
a . P e i a n g g a n m e m b e r i k a n k e s e m p a t a n s e k a i i l a g i k e p a d a p e r u s a h a a n u n t u k
m e m u a s k a n m e r e k a .
b . M e m b e r i k a n m a s u k a n m e n g e n a i k e k u r a n g a n p e l a y a n a n y a n g p e r l u d i p e r b a i k i
p e r u s a h a a n .
1 7
2. Private response
T i n d a k a n y a n g d i l a k u k a n d e n g a n c a r a m e m p e r i n g a t k a n , m e m b e r i t a h u
k o l e g a . T e m a n a t a u k e l u a r g a n y a m e n g e n a i p e n g a l a m a n d e n g a n p r o d u k a t a u
p e r u s a h a a n y a n g b e r s a n g k u t a n , u m u m n y a t i n d a k a n i n i s e r i n g d i l a k u k a n d e n g a n
d a m p a k n y a s a n g a t b e s a r b a g i c i t r a p e r u s a h a a n .
3. Third party response
T i n d a k a n y a n g d i l a k u k a n m e l i p u t i u s a h a m e m i n t a g a n l i r u g i . s e c a r a h u k u m
m e n g a d a k a n l e w a t m e d i a m a s s a , m i s a l n y a m e n u l i s d i s u r a t p e m b a c a a t a u s e c a r a
l a n g s u n g m e n d a t a n g i l e m b a g a k o n s u m e n , i n s t a n s i d a n s e b a g a i n y a .
V Model Perilaku Konsumen
a . P e n g e r t i a n M o d e l P e r i l a k u K o n s u m e n
A d a p u n m o d e l p e r i l a k u t e r s e b u t d i r u m u s k a n o i e h ( K o l l e r , 1 9 9 6 : 1 5 3 ) s e p e r i i
g a m b a r d i b a w a h i n i
Rangsangan Rangsangan Karakter Proses Keputusan Keputusan pembel Pemasaran lain pembeli Pembeli
Produk Ekonomi Budaya Penganalisaan Pilihan produk Harga Teknologi masalah Pilihan merek Tempat Poiitik Sosial Pencahan Informasi Pilihan penyalur Promosi Budaya Pribadi Keputusan Waktu pembelian
Psikologi Prilaku pasca Jumlah pembelian pembelian
G a m b a r I I . 2 M o d e l P e r i l a k u K o n s u m e n
S u m b e r : ( K o t l e r , 1 9 9 6 : 1 5 3 )
G a m b a r d i a t a s t a m p a k t e r d a p a l d u a u n s u r u t a m a y a n g b e r p e n g a r u h
t e r h a d a p p e r i l a k u k o n s u m e n . U n s u r p e r t a m a d a p a t d i s e b a r k a n b e r d a s a r k a n
u n s u r m a r k e t i n g m i x y a n g s e c a r a s e n g a j a d i m u n c u l k a n o l e h p e r u s a h a a n
U n s u r k e d u a m e r u p a k a n u n s u r e x t e r n a ! d i l u a r k e n d a l i p e r u s a h a a n .
T u j u a n d a n f u n g s i p e n l a k u k o n s u m e n
A d a d u a l u j u a n u t a m a s u a t u m o d e l y a i t u :
1 . M e m b a n t u u n t u k m e n g e m b a n g k a n t e o r i d a l a m p e n e l i t i a n p r i l a k u
k o n s u m e n .
2 . S e b a g a i b a h a n u n t u k m e m p e r m u d a h m e m p e l a j a r i p e n g e t a h u a n y a n g t e r u s
b e r k e m b a n g t e n t a n g p e r i l a k u k o n s u m e n ( B a s u S w a s t h a d a n H a m
H a n d o k o , 1 9 8 7 : 3 8 )
S e d a n g k a n f u n g s i p e r i l a k u k o n s u m e n a d a l a h :
1 . D e s k r i p t i f
Y a i t u m o d e l m e n g h u b u n g k a n p e n g a l a m a n m e n g e n a i l a n g k a h - l a n g k a h
y a n g d i a m b i l k o n s u m e n d a l a m m e m u l u s k a n s u a t u p e m b e l i a n .
2 . P r e d i k s i
Y a i t u m e r a m a l k a n k e j a d i a n - k e j a d i a n d a r i a k t i v i t a s p a d a w a k t u y a n g a k a n
d a t a n g .
3 . E x p l a n a t i o n
Y a i t u m o d e l y a n g m e m p e l a j a r i s e b a b - s e b a b d a r i b e b e r a p a a k t i v i t a s
p e m b e l i a n , s e p e r t i m e m p e l a j a r i m e n g a p a k o n s u m e n s e r i n g m e m b e l i
b a r a n g d e n g a n m e r e k y a n g s a m a .
4 . P e n g e n d a l i a n
Y a i t u m e m p e n g a r u h i d a n m e n g e n d a l i k a n a k i i v i i a s - a k l i v i t a s k o n s u m e n
p a d a m a s a y a n g a k a n d a t a n g ( A . A . A n w a r P r a b u M a n g k u N e g a r a , 1 9 9 8 :
1 2 )
1 9
V Faktor-faktor yang mempcngaruhi perilaku konsumen
i v C U U U a V a d l l
S o s i a l P r i b a d i
• B u d a y a • k e l o m p o k a c u a n • u m u r d a n t a h a p P s i k o l o g i • B u d a y a • k e l o m p o k a c u a n d a u r h i d u p • m o t i v a s i
• s u b - b u d a y a • k e l u a r g a • p e k e r j a a n • p e r s e p s i • s i t u a s i e k o n o m i • p e n g e t a h u a n
• k e l a s s o s i l • p e r a n d a n s t a t u s • g a y a h i d u p ^ k e y a k i n a n • k e p r i b a d i a n d a n d a n s i k a p
k o n s e p d i r i
S u m b e r : K o t e r , 1 9 9 6
G a m b a r I I . 3 F a k t o r - f a k t o r y a n g m e m p e n g a r u h i p e r i l a k u k o n s u m e n
a. K e b u d a y a a n
1 ) B u d a y a
B u d a y a d a p a t d i d e f i n i s i k a n s e b a g a i h a s i l k r e a t i v i t a s d a r i s u a t u g e n e r a s i k e
g e n e r a s i b e n k u t n y a y a n g s a n g a t m e n e n t u k a n b e n i u k p e r i l a k u d a l a m
k e h i d u p a n n y a s e b a g a i a n g g o t a m a s y a r a k a t . K e b u d a y a a n m e r u p a k a n s u a t u
h a l y a n g k o m p l e k s y a n g m e l i p u t i i l m u p e n g e t a h u a n , k e p e r c a y a a n , s c n i
d a n n o r m a - n o r m a y a n g b e r l a k u p a d a m a s y a r a k a t .
2 ) S u b - b u d a y a
S e t i a p b u d a y a t e r d i r i d a r i s u b - b u d a y a y a n g l e b i h k e c i l y a n g m e m b e n k a n
l e b i h b a n y a k c i r i - c i r i d a n s o s i a l i s a s i k h u s u s b a g i a n g g o t a - a n g g o t a n y a ,
s u b - b u d a y a t e r d i r i d a r i b a n g s a , a g a m a , k e l a s , r a s d a n d a e r a h g e o g r a f i s .
2 0
3 ) K e l a s s o s i a l
K e l a s s o s i a l d i d e f i n i s i k a n s e b a g a i k e l o m p o k y a n g t e r d i r i d a r i s e j u m l a h
o r a n g m e m p u n y a i k e d u d u k a n s a m a d a l a m m a s y a r a k a t . A g a r
m e m p e r m u d a h m e m a h a m i k e l a s m a k a d i k a l e g o r i k a n s e b a g a i b e r i k u t :
a . K e l a s s o s i a l g o l o n g a n a t a s .
b . K e l a s s o s i a l g o l o n g a n m e n e n g a h .
c. K e l a s s o s i a l g o l o n g a n r e n d a h .
b . S o s i a l
1 ) K e l o m p o k a c u a n
K e l o m p o k a c u a n d i d e f i n i s i k a n s e b a g a i s u a t u k e l o m p o k o r a n g y a n g
m e m p e n g a r u h i s i k a p , p e n d a p a t , n o r m a d a n p e r i l a k u k o n s u m e n . M e n u r u t
( S t a n t o n 1 9 9 1 : 1 1 0 ) p e n l a k u k o n s u m e n d i p e n g a r u h i o i e h k e l o m p o k
a c u a n m e r e k a m e n j a d i a n g g o t a n y a a t a u y a n g m e r e k a c i t a - c i t a k a n
2 ) F a k t o r k e l u a r g a
K e l u a r g a d a p a t d i d e f i n i s i k a n s e b a g a i s u a t u u n i t m a s y a r a k a t y a n g t e r k e c i l
y a n g p e r i l a k u n y a s a n g a t m e m p c n g a r u h i d a n m e n e n t u k a n d a l a m
p e n g a m b i l a n k e p u t u s a n m e m b e l i .
3 ) P e r a n d a n s t a t u s
P o s i s i s e s e o r a n g d a l a m t i a p - t i a p k e l o m p o k d i d e t i n i s i k a n d a l a m p e r a n
d a n s t a t u s , p e r a n m e l i p u t i k e g i a t a n y a n g d i h a r a p k a n a k a n d i l a k u k a n o l e h
s e s e o r a n g , s e t i a p p e r a n m e m i l i k i s t a t u s
I 2 1
c . P r i b a d i
1 ) U m u r d a n t a h a p d a u r h i d u p
O r a n g m e m b e l i b a r a n g d a n j a s a y a n g b e r b e d a s e p a n j a n g h i d u p n y a , s e l c r a
o r a n g t e r h a d a p p a k a i a n , p e r a b o t , d a n r e k r e a s i j u g a b e r h u b u n g a n d e n g a n
u s i a .
2 ) P e k e r j a a n
P e k e r j a a n s e s e o r a n g j u g a d i p e n g a r u h i p o l a k o n s u m s i n y a , p e m a s a r
b e r u s a h a m e n g i d c n t i f i k a s i k e l o m p o k p e k e r j a a n y a n g m e m i l i k i m i n a i
d i a t a s r a t a - r a t a a t a s p r o d u k d a n j u g a m e r e k a .
3) S i t u a s i e k o n o m i
P i l i h a n p r o d u k s a n g a t d i p e n g a r u h i o l e h k e a d a a n e k o n o m i s e s e o r a n g ,
k e a d a a n e k o n o m i t e r d i r i d a r i p e n g h a s i l a n , d a p a t d i b e l a n j a k a n , ( t i n g k a l ,
k e s t a b i l a n , p o l a w a k t u ) , t a b u n g a n d a n a k t i v a . h u t a n g , k e m a m p u a n u n t u k
m e m i n j a m , d a n s i k a p a t a s b e l a n j a a t a u m e n a b u n g ,
4 ) G a y a h i d u p
G a y a h i d u p s e s e o r a n g a d a l a h p o l a h i d u p s e s e o r a n g d i d u n i a y a n g
d i e k s p r e s i k a n d a l a m a k t i v i t a s , m i n a t , g a y a h i d u p m e n g g a m b a r k a n
k e s e l u r u h a n d i r i s e s e o r a n g y a n g b e r i n l e r a k s i d e n g a n l i n g k u n g a n n y a .
5 ) K e p r i b a d i a n d a n k o n s e p d i r i
S e t i a p o r a n g m e m i l i k i k e p r i b a d i a n y a n g b e r b e d a y a n g m e m p e n g a r u h i
p e r i l a k u p e m b e l i n y a . K e p r i b a d i a n b i a s a n y a m e m p u n y a i c i r i s e p e r t i
k e p e r c a y a a n d i r i , d o m i n a s i , k e m a m p u a n b e r s o s i a l i s a s i .
22
P s i k o l o g i
1 ) M o t i v a s i
S e s e o r a n g m e m i l i k i b a n y a k k e b u t u h a n p a d a w a k t u t e r t e n t u , B e b e r a p a
k e b u t u h a n b c r s i f a t b i o g e n i s m u n c u l d a r i t e k a n a n b i o l o g i s .
2 ) P e r s e p s i
P e r s e p s i a d a l a h p r o s e s b a g a i m a n a s e s e o r a n g i n d i v i d u m e m i l i h ,
m e n g o r g a n i s a s i d a n m a s y a r a k a t m e n g i n t e r p r e s t a s i m a s u k a n - m a s u k a n
i n f o r m a s i u n t u k m e n c i p t a k a n g a m b a r a n d u n i a y a n g m e m i l i k i a r t i .
3 ) P e n g e t a h u a n
M e l i p u t i p e r u b a h a n d a l a m p e r i l a k u s e s e o r a n g y a n g t i m b u l d a r i
p e n g a l a m a n .
4) K e y a k i n a n d a n s i k a p
M e l a l u i b e r t i n d a k d a n b e l a j a r , o r a n g m e n d a p a t k a n k e y a k i n a n d a n s i k a p .
S i k a p a d a l a h e v a l u a s i , p e r a s a a n d a n e m o s i o n a l d a n k e c e n d r u n g a n t i n d a k a n
y a n g m e n g u n t u n g k a n a t a u t i d a k m e n g u n t u n g k a n d a n b e r t a h a n l a m a d a r i
s e s e o r a n g t e r h a d a p b e b e r a p a o b j e k a l a u g a g a s a n .
P e m b e l i a n
U n t u k m e r a i h k e b e r h a s i l a n , p e m a s a r h a r u s m e l e w a l i b e r m a c a n v m a c a m
p e n g a r u h y a n g m e m p e n g a r u h i p e m b e l i d a n m e n g e m b a n g k a n p e m a h a m a n
m e n g e n a i b a g a i m a n a k o n s u m e n m e l a k u k a n k e p u t u s a n p e m b e l i a n .
23
C . Konsep Kepuasan Peianggan
Teori Kepuasan Peianggan
1. T e o r i e k o n o m i m i k r o
D a l a m t e o r i e k o n o m i ( A r i S u d a r m a n , 1 9 9 4 : 1 8 7 ) k o n s u m e n m e l a k u k a n
a l o k a s i s u m b e r d a y a y a n g l a n g k a d e n g a n c a r a m e m b a n d i n g k a n k e g u n a a n
m e r g i n a l d e n g a n h a r g a m a s i n g - m a s i n g p r o d u k m e n j a d i s a m a , d a l a m p a s a r y a n g
t i d a k d i d e f e r e n s i a s i s e m u u a k o n s u m e n a k a n m e m b a y a r h a r g a y a n g s a m a S e b a g a i
i n d i v i d u y a n g s e b e n a m y a b e r s e d i a m e m b a y a r h a r g a l e b i h t i n g g i a k a n m e r a i h
m a n f a a t s u b y e k t i f y a n g d i s e b u t s u r p l u s k o n s u m e n . S u r p l u s k o n s u m e n s e b e n a m y a
m e n c e r m i n k a n t i n g k a t k e p u a s a n k o n s u m e n . S e m a k i n b e s a r s u r p l u s n y a m a k a
s e m a k i n b e s a r p u l a t i n g k a t k e p u a s a n k o n s u m e n .
A k a n t e t a p i d a i a m s u r p l u s k o n s u m e n , d a s a r t i n g k a t k e p u a s a n y a n g
d i g u n a k a n h a n y a h a r g a d a n k u a l i t a s , p a d a h a l b a n y a k d a s a r t i n g k a t a n k e p u a s a n
k o n s u m e n l a i n y a n g d a p a t d i j a d i k a n a c u a n . O l e h k a r e n a t e o r i i n i b e l u m
d i p a n d a n g s e b a g a i k o n s e p k e p u a s a n p e i a n g g a n .
2 . P e r s e k t i f p s i k o l o g i s d a r i k e p u a s a n p e i a n g g a n
a . K o g n i t i f
P a d a t e o r i i n i p e i a n g g a n m e m b e d a k a n s e p e r a n g k a t a t r i b u t y a n g d i a n g g a p
d a n p e r s e p s i n y a t e n t a n g a t n b u t y a n g s e b e n a m y a . A p a b i l a y a n g i d e a l
s a m a d e n g a n y a n g s e b e n a m y a b e s a r k e c i l p e r b e d a a n t e r s e b u t a k a n
m e n e n t u k a n t i n g g i r e n d a h n y a t i n g k a t k e p u a s a n , b e r d a s a r k a n t e o r i
k e p u a s a n p e i a n g g a n d a p a t d i u k u r d e n g a n ( C i p t o n o , 1 9 9 7 : 3 0 )
24
1 . M e m b u a t p e n a w a r a n y a i t u m e n g a d a k a n a t a u m e m b u a t p e n a w a r a n
p e r u s a h a a n , m e n d e k a t i a t a u s e s u a i d e n g a n k e a d a a n y a n g i d e a l ,
2 . M e n y a k i n i p e i a n g g a n , b a h w a h a l - h a l y a n g i i d a k s e s u n i d e n g a n
k e n y a t a a n s e b a g a i p e r b a n d i n g a n
B e b e r a p a t e o r i k o g n i l i f y a n g s e r i n g d i j u m p a i a d a l a h ;
1 ) T h e e x p e c t a r y d i s c o n f i r m a t i o n m o d e l
T e o r i i n i m e n y a t a k a n b a h w a k e p u a s a n p e i a n g g a n d i t e n t u k a n o l e h d u a
v a r i a b e l k o g n i t i f y a i t u :
a . H a r a p a n p r a p e m b e l i a n .
b . P e r b e d a a n a n l a r a h a r a p a n p r a p e m b e l i a n d a n p e r s e p s i p u r n a b e l i
D e n g a n d e m i k i a n b e r d a s a r k a n t e o r i i n i a d a t i g a j e n i s t e o r i y a i l u :
1 . P o s i t i f d i s c o n n r m a t i o n ( b i l a k i n e r j a m c l e b i h i y a n g d i h a r a p k a n )
2 . S i m p l e d i s c o n f i r m a t i o n ( b i l a k e d u a n y a s a m a )
3 . N e g a t i f d i s c o n l i r m a t i o n ( b i l a k i n e r j a l e b i h b u r u k y a n g d i h a r a p k a n )
2 ) E q u a l i t y t h e o r i : t e o r i i n i m e n y a t a k a n b a h w a k e p u a s a n k o n s u m e n
t e r j a d i b i l a k o n s u m e n m e r a s a b a h w a r a s i o h a s i l t e r h a d a p i n p u t n y a
p r o p o r s i o n a l f a s i o y a n g s a m a d i p e r o l e h o l e h o r a n g l a i n .
3 ) A t r i b u t t h e o r y : m e n u r u t t e o r i i n i a d a t i g a s e b a b y a n g m e n e n t u k a n
k e g g a l a n a t a u k e b e r h a s i l a n k i n e r j a s e h i n g g a m e n i n i b u l k a n k e p u a s a n
a t a u k e l i d a k p u a s a n y a i t u :
a . S t a b i l i t y a t a u v a r i b i l i t a s a p a k a h f a k t o r p e n y e b a b n y a s e m e n t a r a a l a u
p e n n a n e n ?
25
b . L o c u s o f c u s a l i l i t y , a p a k a h p e n y e b a b n y a b e r h u b u n g a n d e n g a n
k o n s u m e n ( e x t e r n a l a t r i b u t i o n ) a t a u d e n g a n p e m a s a r ( i n t e r n a l
a t r i b u t i o n ) .
c . C o n t r a b i l i t y , a p a k a h p e n y e b a b n y a t e r s e b u t b e r a d a d a l a m k e n d a l i
k e p u a s a n n y a l e r s c n d i r i a t a u d i h a m b a t f a k l o r l u a r y a n g l i d a k
d i p e n g a r u h i
b . T e o r i E f e k t i f
T e o r i i n i m e n y a t a k a n b a h w a p e n i l a i a n p e i a n g g a n , i n d i v i d u t e r h a d a p s u a l u
p r o d u k a t a u j a s a t i d a k s e m a t a - m a t a b e r d a s a r k a n k e b u t u h a n s u b y e k t i f ,
a s p i r a s i , p r i l a k u b e l a j a r , e m o s i , p e r a s a a n s p e s i l l k , u n t u k d a p a t d i u k u r
t i n g k a t k e p u a s a n n y a d a l a m s u a t u k u r u n w a k t u .
K e p u a s a n p e i a n g g a n a k a n t e r c i p t a m e l a l u i k u a l i t a s j a s a p e l a y a n a n . S c b u a h
p e r u s a h a a n j a s a a k a n d i n i l a i b a i k b u r u k n y a p e l a y a n a n y a n g d i t a w a r k a n m e l a l u i
k u a l i t a s j a s a y a n g d i b e r i k a n .
P e r s a i n g a n y a n g s e m a k i n k e t a l d i m a n a s e m a k i n b a n y a k p r o d u s e n y a n g
t e r i i b a t d i d a l a m p e m e n u h a n k e b u t u h a n d a n k e i n g i n a n k o n s u m e n m e n y e b a b k u n
p e r u s a h a a n h a r u s m e n e m p a t k a n o r i e n t a s i k e p a d a k e p u a s a n p e i a n g g a n s e b a g a i
t u j u a n u t a m a . H a l i n i d a p a t d i l i h a l d e n g a n s e m a k i n b a n y a k n y a p e r u s a h a a n y a n g
m e n y e r t a k a n k o m i t m e n t n y a t e r h a d a p k e p u a s a n p e i a n g g a n d a l a m p e r n v a t a a n
m i s i n y a , m a u p u n i k i a n .
26
" K e p u a s a n p e i a n g g a n a d a l a h t i n g k a l p e r a s a a n s e s e o r a n g s e t e l a h m e m b a n d i n g k a n
k i n e r j a a t a u h a s i l y a n g i a r a s a k a n d i b a n d i n g k a n d e n g a n h a r a p a n n y a " . ( K o l l e r
1 9 9 5 : 4 6 ) .
D a r i d e f i n i s i i n i , p a d a d a s a r n y a p e n g e r t i a n k e p u a s a n p e i a n g g a n m e n c a k u p
p e r b e d a a n a n t a r a h a r a p a n d a n k i n e r j a a t a u h a s i l y a n g i a r a s a k a n .
K o n s e p k e p u a s a n p e i a n g g a n i n i d a p a t d i l i h a t p a d a g a m b a r b e r i k u t :
T u j u a n p e r u s a h a a n
r
P r o d u k
f
N i l a i p n p e i a
j d u k b a g i n g g a n
K e b u t u h a n d a n k e i n g i n a n p e i a n g g a n
H a r a p a n l e r h a d a f
3 e l a n g g a n ) p r o d u k
H a r a p a n p e i a n g g a n t e r h a d a p p r o d u k
G a m b a r 11.4 K o n s e p k e p u a s a n p e i a n g g a n
P r o d u k d a r i s e b u a h p e r u s a h a a n d i b e d a k a n a t a s b a r a n g d a n j a s a . J a s a
a d a l a h s e t i a p k e g i a a t n a t a u m a n f a a t y a n g d i t a w a r k a n o l e h s u a t u p i h a k p a d a
p i h a k I a i n d a n p a d a d a s a r n y a t i d a k b e r w u j u d , s e r l a t i d a k m e n g h a s i l k a n
27
k e p e m i l i k a n s e s u a t u . P r o s e s p r o d u k s i m u n g k i n d a n t i d a k m u n g k i n , J u g a t i d a k
d i k a i t k a n d e n g a n s u a t u p r o d u k f i s i k .
E m p a t k a r a k t e r i s t i k y a n g d i m i l i k i j a s a a d a l a h s e b a g a i b e r i k u l :
1 . T i d a k B e r w u j u d ( I n t a n g i b i l i t y )
J a s a m e m p u n y a i s i f a t t i d a k b e r w u j u d , k a r e n a t i d a k b i s a d i l i h a t , d i r a s a ,
d i c o b a , d i d e n g a r a t a u d i c i u m s e b e l u m a d a t r a n s a k s i p e m b e l i a n .
2 . T i d a k d a p a t d i p i s a h k a n ( I n s e p a r a b i l i t y )
S u a t u b e n t u k j a s a t i d a k d a p a t d i p i s a h k a n d a r i s u m b c r n y a a p a k a h s u n i b c r
i t u m e r u p a k a n o r a n g a t a u m e s i n .
3 . B e r u b a h - u b a h ( V a r i a b i l i t y )
B i d a n g j a s a s e s u n g g u h n y a s a n g a t m u d a h b e r u b a h k a r e n a j a s a i n i s a n g a t
t e r g a n t u n g p a d a s i a p a y a n g m e n y a j i k a n , k a p a n d a n d i m a n a d i s a j i k a n .
4. D a y a t a h a p ( P e r i s h a b i l i t y )
J a s a t i d a k d a p a t d i s i m p a n l a y a k n y a s e p e r t i b a r a n g k a r e n a j a s a b a r u d a p a t
t e r p a k a i a p a b i l a a d a k o n s u m e n y a n g m e m b u t u i i k a n .
K e p u a s a n p e i a n g g a n a k a n t e r c i p t a m e l a l u i k u a l i t a s j a s a p e l a y a n a n
s e b u a h p e r u s a h a a n j a s a a k a n d i n i l a i b a i k b u r u k n y a p e l a y a n a n y a n g d i t a w a r k a n
m e l a l u i k u a l i t a s j a s a y a n g d i b e r i k a n . K u a l i t a s j a s a p a d a t a h u n 1 9 8 5 o l e h
P a r a s u r a m a n , Z e i t h a n d a n B e r r y d i i d e n t i f i k a s i k a n a d a 1 0 f a k t o r u t a m a y a n g
m e n e n t u k a n k u a l i t a s j a s a ( O i m e r s k u a l i t a s j a s a ) y a i t u r e l i a b i l i t y ,
r e s p o n s i v e n e s s , c o m p e t e n c e , a c c c s , c o u r t e s y , c o m m u n i c a t i o n , c r e d i b i l i t y ,
s e c u r i t y , u n d e r s t a n d i n g , c u s t o m e r , t a n g i b l e s .
2 8
Pada t a h u n 1 9 9 8 , P a r a s u m a n d a n k a w a n { d a l a m F i l z s i n m o r s d a n
F i t z s i m m o n s , 1 9 9 4 : Z e i t h m a l d a n B i e n e r , 1 9 9 6 ) m e n e n i u k a n b a h w a s e p u l u h
d i m e n s i y a n g a d a d a p a t d i r a n g k u m m e n j a d i 5 d i m e n s i p o k o k , k e l i m a d i m e n s i
p o k o k t e r s e b u t :
1 . B u k t i l a n g s u n g ( t a n g i b l e s ) m e l i p u t i f a s i l i t a s f i s i k , p e r l e n g k a p a n , p e g a w a i
d a n s a r a n a k o m u n i k a s i .
2 . K e a n d a l a n ( r e l i a b i l i t y ) y a k n i k e m a m p u a n m e m b e n k a n p e l a y a n a n y a n g
d i j a n j i k a n d e n g a n s e g e r a , a k u r a t d a n m e m u a s k a n .
3 . D a y a t a n g g a p ( r e s p o n s i v e n e s s ) y a i t u k e i n g i n a n p a r a s t a f u n t u k m e m b a n i u
p a r a p e i a n g g a n d a n m e m b e r i k a n p e l a y a n a n d e n g a n t a n g g a p .
4 . J a m i n a n ( a s s u r a n c e ) m e n c a k u p p e n g e t a h u a n , k e m a m p u a n , k e s o p a n a n , d a n
s i f a t d a p a t d i p e r c a y a y a n g d i m i l i k i p a r a s t a f , b e b a s d a r i b a h a y a , r e s i k o .
5 . E m p a t i , m e l i p u t i k e m u d a h a n d a l a m m e l a k u k a n h u b u n g a n , k o m u n i k a s i
y a n g b a i k , p e r h a t i a n p r i b a d i d a n m e m a h a m i k e b u t u h a n p a r a p e i a n g g a n .
S e c a r a u m u m f a k t o r - f a k t o r y a n g d i g u n a k a n o l e h k o n s u m e n u n t u k
m e n g e v a l u a s i t i n g k a t k e p u a s a a n a d a l a h k o m b i n a s i a n t a r a f a k t o r p r o d u k d a n
f a k t o r j a s a , k h u s u s n y a p e l a y a n a n d a n k u a l i t a s a t a u j a s a y a n g d i b e l i .
K o t l e r ( 1 9 9 7 : 3 8 ) m e n g i d e n t i f i k a s i k a n 4 m e t o d e u n t u k m e n g u k u r
k e p u a s a n p e i a n g g a n y a i t u :
1 . S i s t e m k e l u h a n p e i a n g g a n
Y a i t u u s a h a p e r u s a h a a n m e m b e r i k a n k e s e m p a t a n k e p a d a p c l a n g g a n n y a
u n t u k m e n y a m p a i k a n s a r a n , k e l u h a n a t a u p e n d a p a t , l e w a t m e d i a y a n g
2 9
d i s e d i a k a n , i n f o r m a s i i n i d i g u n a k a n o l e h p e r u s a h a a n u n t u k b e r a k s i l e b i h
c e p a t d a l a m m e n y e l e s a i k a n m a s a l a h .
2 . S u r v e y K e p u a s a a n P e i a n g g a n
Y a i t u u s a h a y a n g d i l a k u k a n p e r u s a h a a n y a n g m e m p e r o l e h t a n g g a p a n
s e c a r a l a n g s u n g d a r i p e i a n g g a n .
3 . B e l a n j a S i l u m a n
Y a i t u u s a h a p e r u s a h a a n m e m b a y a r o r a n g - o r a n g y a n g b e r t i n d a k s e b a g a i
p e m b e l i u n t u k m e l a p o r k a n t e m u a n - t e m u a n m e r e k a t e n t a n g k e k u a t a n d a n
k e l e m a h a n m e r e k a a l a m i d a l a m m e m b e l i p r o d u k p e r u s a h a a n d a n p r o d u k
p e s a i n g .
4 . A n a l i s a K e h i l a n g a n P e i a n g g a n
Y a i t u u s a h a p e r u s a h a a n u n t u k m e n g h u b u n g i p e i a n g g a n y a n g b e r h e n l i
m e m b e l i g u n a m e m p e l a j a r i s e b a b n y a
P e s a i n g y a n g m a k i n k e t a t m e n y e b a b k a n p e r u s a h a a n p e r l u
m e m p e r t a h a n k a n p e l a n g g a n n y a . P e i a n g g a n d a p a t m e r u p a k a n p e n e n l u
k e b e r h a s i l a n a t a u k e s u k s e s a n s u a t u p e r u s a h a a n j u g a p r o d u k n y a . T e r d a p a l
b e r b a g a i c a r a u n t u k m e n a r i k d a n m e m p e r t a h a n k a n p e i a n g g a n m e n n u r u t J .
S u p r a n t o ( 1 9 9 7 : 2 3 5 ) y a i t u :
1 . M e m b e r i k a n p o t o n g a n h a r g a k e p a d a p e i a n g g a n s e t i a s e h i n g g a p e i a n g g a n
m e r a s a p u a s d a n t i d a k a k a n b e r a l i h k e p e s a i n g .
2 . M e m b e r i k a n p e l a y a n a n y a n g l e b i h b a i k d a r i p a d a p e s a i n g , s e h i n g g a
p e i a n g g a n m e r a s a p u a s d a n t i d a k a k a n b e r a l i h k e p e s a i n g .
3 0
D. Strategi Kepuasan Peianggan
K e p u a s a n p e i a n g g a n d a p a t d i d a s a r k a n p a d a s t r a t e g i d e f m i s i s e b a g a i i n a n a
t e r l i h a t p a d a g a m b a r d i b a w a h i n i . ( T j i p t o n o , 1 9 9 7 : 3 8 )
C o m p a n y b u s i n e s s s t r a t e g y { s t r a t e g i b i s n i s p e r u s a h a a n )
O f f e n s e { n e m c o s t u m e r )
D e f e n s e ( p r e s e n t c o s t u m e r )
I n c r e a s e m a r k e t
C a p u t t e m a r k e t s h a r e
B u i l d I n c r e a s e s w i t c h i n g c o s t u m e r
b a r r i e r s s a t i s f i c a t i o n
G a m b a r 11.5 S t r a t e g i b i s n i s p e r u s a h a a n
S t r a t e g i o f f e n s i f ( b e r t a h a n ) t e r u t a m a d i t u n j u k k a n u n t u k m e r a i h a t a u
m e m p e r o l e h p e i a n g g a n b a r u . H a s i l y a n g d i h a r a p k a n p e r u s a h a a n d a p a i
m e n i n g k a t k a n p a n g s a p a s a r , p e n j u a l a n d a n j u m l a h p e i a n g g a n . P e r h a t i a n
p e r u s a h a a n y a n g h a n y a m e n e k a n k a n p a d a s l r a t e g i o f f e n s i f d a n s t r a t e g i d e f e n s i l "
( b e r t a h a n d a n m e n y e r a h ) .
S t r e t e g i d e f e n s i f m e l i p u t i u s a h a m e n g u r a n g i k e m u n g k i n a n c o s t u m e r e x i s t
( k e b e r a d a a n p e i a n g g a n ) d a n b e r a l i h n y a p e i a n g g a n k e p a s a r y a n g l a i n , T u j u a n
d a r i s t r a t e g i d e f e n s i f a d a l a h m e m i n i m a l k a n c o s t u m e r r e t e n t i o n , u n t u k m e l i n d u n g i
3 1 '
p r o d u k d a n p a s a m y a d a r i s e r a n g a n p a r a p e s a i n g . S a l a h s a t u c a r a u n t u k m e n c a p a i
t u j u a n i n i a d a l a h d e n g a n m e n i n g k a t k a n k e p u a s a n p e i a n g g a n y a g n s e k a r a n g ,
P a n g s a p a s a r m a u p u n k e p u a s a n p e i a n g g a n s e c a r a e m p i r i s m e m i l i k i k a i t a n n y a
e r a t , d a l a m h a l m e n i n g k a t k a n p r o t i t a b i l i t a s p e r u s a h a a n , b e d a n y a p a n g s a p a s a r
m e r u p a k a n s t r a t e g i o f f e n s i f y a n g k e b e r h a s i l a n n y a d a p a t d i u k u r d a l a m
h u b u n g a n n y a d e n g a n c o s t u m e r r e t e n t i o n . U n t u k I c b i h j e l a s n y a a k a n p e n u l i s
g a m b a r k a n p e r b e d a a n a n t a r a p a n g s a p a s a r d e n g a n k e p u a s a n p e i a n g g a n , m e n u r u l
( T j i p t o n o 1 9 9 7 : 3 9 ) .
T a b e l l l . i
P e r b e d a a n S t r a t e g i P a n g s a P a s a r d e n g a n K e p u a s a n P e i a n g g a n
A s p e k P e r b e d a a n A s p e k S t r a t e g i p a n g s a p a s a r k e p u a s a n
K h u s u s d i g u n a k a n P a s a r d e n g a n p e r t u m b u h a n
r e n d a h a t a u j e n u h
P a s a r d a n p e r t u m b u h a n
r e n d a h a t a u j e n u h
T i p e s t r a t e g i O f f e n s i f D i f e n s i f
U k u r a n s u k s e s P a n g s a p a s a r r e l a t i f
t e r h a d a p p e s a i n g
T i n g k a t b e r t a h a n
p e i a n g g a n
T i t i k P e r s a i n g a n P e i a n g g a n
T u j u a n b e h a v i o r a l P e r a l i h a n p e m b e l i K e s e t i a n p e m b e l i
S u m b e r : T j i p t o n o , ( 1 9 9 7 : 3 9 )
A d a 6 s t r a t e g i y a n g d i k e m u k a k a n o l e h ( C i p t o n o 1 9 9 7 : 4 1 ) a n t a r a l a i n :
1 . R e l a t i o n M a r k e t i n g
Y a i t u s t r a t e g i t r a n s a k s i p e n j u a l a n d a n p e m b e l i y a n g b e r l a n j u l a n , t i d a k
b e r a k h i r b e g i t u p e n j u a l a n s e l e s a i t e t a p i a d a k e m i t r a a n d e n g a n p e i a n g g a n
3 2
s e c a r a l e r u s m e n e r u s y a n g m e n i m b u l k a n k e s e t i a a n p e i a n g g a n s e h i n g g a
t e r j a d i b i s n i s u l a n g a n . A g a r h u b u n g a n s e p e r t i i n i d a p a t l e r e a l i s a s i
d i p e r l u k a n c o s t u m e r d a t a b a s e k a r a k t e r i s t i k k o n s u m e n s c c a r a l e b i h r i n c i
s e h i n g g a d a p a t m e m u a s k a n s e c a r a l e b i h b a i k .
2 . S t r a t e g i S u p e r i o r C o s t u m e r
Y a i t u m e n a w a r k a n p e l a y a n a n l e b i h b a i k d i b a n d i n g k a n p e s a i n g o l e h
k a r e n a i t u , b i a s a n y a ( M e s k i p u n t i d a k h a r u s ) p e r u s a h a a n y a n g m e n a w a r k a n
c o s t u m e r s e r v i c e l e b i h b a i k , m e m b e b a n k a n h a r g a l e b i h t i n g g i t e r h a d a p
p r o d u k - p r o d u k n y a , h a s i l p u n b e r u p a t i n g k a t p e r t u m b u h a n y a n g c e p a t d a n
b e s a r l a b a y a n g d i o e r o l e h a k a n r e l a t i f m e n i n g k a t .
3 . S t r a t e g i U n c o n d i t i o n a l Q u a n r a n t e e s a t a u E x t r a O r d i n a i y Q u a r a n t e e s
Y a i t u m e m b e r i k a n g a r a n s i a t a u ' j a m i n a n a n i s t i m e w a ( m u t l a k ) g u n a
m e r i n g a n k a n r e s i k o a t a u k e r u g i a n p e i a n g g a n b i l a p e i a n g g a n m e r a s a
k u r a n g p u a s t e r h a d a p s u a t u p r o d u k y a n g t e l a h d i b a y a r .
4 . S t r a t e g i P e n a n g g a n a n K e l u h a n y a n g E f e s i e n
Y a i t u p e n a n g a n a n k e l u h a n y a n g b a i k m e m e r l u k a n a s p e k - a s p e k p e n t i n g ,
s i m p a t i t e r h a d a p p e i a n g g a n y a n g m a r a h , k e c e p a t a n d a l a m m e n a n g a n i
k e l u h a n k e w a j a r a n a t a u k e a d i l a n d a l a m m e m e c a h k a n p e n n a s a l a h a n a t a u
k e l u h a n d a n k e m u d a h a n b a g i k o n s u m e n u n t u k m e n g h u b u n g i p c r u s a i i a a n .
5 . S t r a t e g i P e n i n g k a t a n K i n e r j a P e r u s a h a a n
Y a i t u m e l i p u t i m e m a n t a u k e p u a s a n p e i a n g g a n s e c a r a
b e r k e l a n j u t a n , m e m b e r i k a n p e l a t i h a n k e p a d a m a n a j e m e n d a n k a i y a w a n
3 3 I
m e n y a n g k u t k e p u a s a a n p e i a n g g a n d a n m e m a s u k k a n u n s u r k e m a m p u a n
m e m u a s k a n k e i n g i n a n p e i a n g g a n k e d a l a m s i s t e m p e n i l a i a n p r e s t a s i
k a r y a w a n .
6 . M e n e r a p k a n Q u a l i t y F u n c t i o n D e v e l o p m e n t Q F D )
Y a i t u p r a k t e k u n l u k s u a t u p r o s e s s e b a g a i t a n g g a p a n t e r h a d a p k e l u h a n
p e i a n g g a n .
BAB 111
I DATA
A. Sejarah Singkat SMU ISuruI Iman Palembang
S M U N u r u l I m a n P a l e m b a n g p e r t a m a k a l i d i d i r i k a n p a d a t a h u n 1 9 7 0 y a n g
b e m a m a S M A E K A B A K T I d e n g a n n o m o r S K : 0 5 / 1 9 7 9 d e n g a n p c n e t a p a n
K a n w i l D e k d i k b u d S u m s e l d e n g a n j u m l a h s i s w a 3 4 o r a n g . P a d a t a h u n 1 9 8 3
b e r u b a h m e n j a d i S M A N u r u l I m a n d e n g a n S K : 6 6 5 / C - 7 K e p / 1 - 1 9 8 3 , d e n g a n
s t a t u s t e r d a f t a r p a d a t a n g g a l 1 P e b r u a r i 1 9 8 9 b e r u b a h d a r i s t a t u s t e r d a f t a r m e n j a d i
d i s a m a k a n d e n g a n S K D i r j e n P e n d i d i k a n D a s a r d a n M e n e n g a h N o .
O n / C / K e p / 1 / 1 9 8 9 .
L a m b a n g S M U N u r u l I m a n y a i t u p e r t a m a l i n g k a r a n y a n g b a g i a n p a l i n g
l u a r m e m p u n y a i 5 l e k u k a n y a n g m e t a m b a n g k a n r u k u n i m a n , d i s a m p i n g k t n
k a n a n t e r d a p a t s a y a p b u r u n g y a n g m e l a m b a n g k a n b a h w a Y a y a s a n N u r u l I m a n
m e m p u n y a i c i t a - c i t a y a n g t i n g g i , d i t e n g a h n y a a d a k u b a h y a n g m e l a m b a n g k a n
Y a y a s a n N u r u l I m a n b e r n a f a s k a n I s l a m . S e r t a t e r d a p a t 4 t i n g k a t a n s e k o l a h d a n
s e b u a h b u k u p u t i h t e r b u k a y a n g m e l a m b a n g k a n i l m u p e n g e t a h u a n .
L o k a s i S M U N u r u l I m a n P a l e m b a n g m e m p u n y a i b a i a s a n a r e ! s e b a g a i
b e r i k u t :
> D i s e b e l a h b a r a t b e r b a t a s a n d e n g a n j a l a n M a y o r S a l i m R a t i i b a r a .
> D i s e b e l a h t i m u r b e r b a t a s a n d e n g a n r u m a h p e n d u d u k .
> D i s e b e l a h u t a r a b e r b a t a s a n d e n g a n r u m a h p e n d u d u k .
34
35
> D i s e b e l a h s e l a t a n b e r b a t a s a n d e n g a P a s a r K e b o n S e m a i .
L e t a k g e d u n g S M U N u r u l I m a n P a l e m b a n g s a n g a t s t r a t e g i s , d e n g a n d i l a l u i
l a l u l i n t a s d a l a m k o t a s e r l a m e m p u n y a i a r e a l y a n g c u k u p l u a s . S c l a i n i t u i c t a k i n a
b e r d e k a t a n d e n g a n M a s j i d N u r u l i m a n 2 0 l l i r K e c a m a t a n i h r U m u r I P a l e m b a n g ,
s e h i n g g a s i s w a n y a d a n p a r a g u r u s e r i n g m e n g a d a k a n s h o l a t b e r j a m a a h .
W a l a u p u n S M U N u r u l I m a n P a l e m b a n g s e b a g i a n b e s a r b e r b a t a s a n d e n g a n
r u m a h p e n d u d u k , d a n l e l a k n y a t e p a t d i p i n g g i r J a l a n M a y o r S a l i m B a t u b a r a
n a m u n s i t u a s i s e k o l a h c u k u p l e n a n g . D i d e k a t p i n t u g e r b a n g d i j a g a o l e h s a t p a m
s e h i n g g a w a k t u b e l a j a r d i m u l a i , s i s w a d a p a t b e l a j a r d e n g a n t e n a n g d a n d i s i p l i n
w a k t u d a p a t d i l a k u k a n d e n g a n b a i k . S M U N u r u l I m a n P a l e m b a n u l u a s
k e s e l u r u h a n n y a y a i t u 2 2 6 0 m " d i m a n a b a n g u n a n i n i m i l i k Y a y a . s a n N u r u l I m a n
P a l e m b a n g .
A d a p u n s u s u n a n k e p e n g u r u s a n Y a y a s a n N u r u l I m a n :
P e l i n d u n g d a n P e n a s e h a t :
• M g s . U . A b d u l H a m i d
• D r s . H M . D a r u s A g a p
• K g s . H . S y a f a r u d d i n
• H . M . S u m a r d i H S
• H . M M a r s i k
D e w a n P e n g a w a s
K e t u a : K H . N a w a w i A z o f
W a k i l : d r . S a h r i l A z i z
A n g g o t a : - D r s . H . A . S y u k u r B a h a u d i n
- i r . H . T a r i s A b d u l l a h
3 6
- H a s a n B a s r i
- I r . T a m z i l A z i z
D e w a n P e n g u r u s :
K e t u a U m u m
K e t u a T
K e t u a I I
S e k r e t a r i s U m u m
S e k r e t a r i s 1
B e n d a h a r a U m u m
B e n d a h a r a
H . N a z i r u d d i n S u t a n B a s a
H . S a ' o n i e D o v e i t
H . A r i e f A c h m a l
D r s . H . A n w a r M a l i k
D r s . I s a A n s o r i
D r s . B a s y a r u d d i n H a m d a m
D r s . A . S u r a m t o
U n t u k k e p e m i m p i n a n S M U N u r u l I m a n P a l e m b a n g s e j a k b e r d i r i n y a l i i n g g a
s e k a r a n g y a i t u :
: D r s . A n w a r M a l i k
: D r s . U m a r D a n i
: D r s . M a h f u z u l A n w a r H M N
: D r s . M a h f u z u l A n w a r H M N
B a k a r u d i n , S P d
1 . P e r i o d e 1 9 7 9 - 1 9 8 9
2. P e r i o d e 1 9 8 5 - 1 9 9 2
3 . P e r i o d e 1 9 9 2 - 1 9 9 5
4 . P e r i o d e 1 9 9 5 - 1 9 9 8
5 . P e r i o d e 1 9 9 8 - 2 0 0 0
6 . P e r i o d e 2 0 0 0 - s e k a r a n g : D r a . K i s w a t y
B. Struktur Organisasi dan Pembagian Tugas
S e t i a p o r g a n i s a s i h a r u s m e m b e n k a n s t r u k t u r , d i m a n a d e n g a n a d a n y a
s t r u k t u r o r g a n i s a s i i n i a k a n t a m p a k j e l a s b i l a d i t u a n g k a n d a l a m s u a t u b a g a n a t a u
s k e m a o r g a n i s a s i . J a d i d e n g a n a d a n y a s t r u k t u r o r g a n i s a s i , p a d a p e r u s a h a a n . ,
3 7
m e r u p a k a n k e r a n g k a y a n g m e n u n j u k k a n t e n t a n g a d a n y a h u b u n g a n k e r j a s a m a .
W e w e n a n g d a n t a n g g u n g j a w a b m a s i n g - m a s i n g b a g i a n u n t u k t u j u a n t e r t e n t u .
B e r i k u t i n i a k a n d i g u n a k a n m e n g e n a i s t r u k t u r o r g a n i s a s i S M U N u r u l I m a n
P a l e m b a n g t e r m a s u k d a l a m t i p e g a r i s ( l i n e o r g a n i z a t i o n ) , h a l i n i t e r l i h a t a d a n y a
s a t u g a r i s m e l a l u i s u a t u g a r i s w e w e n a n g . A t a s a n m e m i m p i n l a n g s u n g p a r a
b a w a h a n , d a n b a w a h a n b e r t a n g g u n g j a w a b a t a s t u g a s - t u g a s y a n g d i b e n k a n .
G A M B A R 7
S T R U K T U R O R G A N I S A S I
SMU N U R U L IMAN P A L E M B A N G
K E P A L A S E K O L A H
W A K I L 1 . U r u s a n 2 . U r u s a n
K E P S E K K u r i k u l u m K e s i s w a a n
A D M I N I S T R A S l B E N D A H A R A
P e r p u s t a k a a n L a b o r a t o n u m
G a m b a r : I I I . i S u m b e r : S t r u k l u r O r g a n i s a s i S M U N u r u l I m a n P a l e m b a n g
38
P E M B A G I A N T U G A S D A N T A N G G U N G J A W A B
D a l a m h u b u n g a n d e n g a n b e n t u k s t r u k t u r o r g a n i s a s i S M U N u r u l i m a n
P a l e m b a n g t e r s e b u t , s e c a r a g a r i s b e s a r m a s i n g - m a s i n g t u g a s n y a a d a l a h ;
K e p a l a S e k o l a h
1 . M e n y u s u n p r o g r a m k e r j a
2 . M e n y e t u j u i p e n g e l u a r a n s e k o l a h
3 . M e n g a w a s i s e g a l a k e g i a t a n s e k o l a h
4 . M e m b e r h e n t i d a n m c n g a n g k a t g u r u
W a k i l K e p a l a S e k o l a h
A . U r u s a n K u r i k u l u m
1 . M e m b u a t p r o g r a m p e l a j a r a n
2 . M e n y u s u n j a d w a l g u r u
B . U r u s a n K e s i s w a a n
1 . M e n a n g a n i k e l u h a n d a n p a r a s i s w a
2 . M e m b e r i p e n g a r a h a n
A d m i n i s t r a s i
1 . M e n g i s i b u k u i n d u k s i s w a
2 . M e m b u a t b u k u m u t a s i
3 . M e n y u s u n a r s i p k e p c g a w a i a n
4 . M e n c a t a t d a n M e n g h i m p u n d a f t a r s i s w a
5 . M e l a y a n i s i s w a y a n g i n g i n m e l e g a l i s i r
6 . M e l a y a n i s i s w a y a n g m e m i n t a s u r a t k e t e r a n g a n
1
3 9
7 . M e n g h i m p u n d a f t a r a b s e n s i
B e n d a h a r a
1 . M e n e r i m a d a n m e m b u k u k a n u a n g i u r a n s e k o l a h
2 . M e n g e l u a r k a n u a n g k e p e r l u a n s e k o l a l i
3 . M e r e n c a n a k a n k e u a n g a n s e k o l a h
4 . M e m b a y a r h o n o r g u r u d a n s t a f
G u r u
A . T u g a s g u r u s e c a r a u m u m
1 . M e m b u a t p r o g r a m c a t u r w u l a n d a n m e m b u a t s a t u a n p e l a j a r a n
2 . M e l a k s a n a k a n t u g a s d e n g a n s e b a i k - b a i k n y a .
3. M e n g i s i d a f t a r h a d i r p a d a s e t i a p k a l i t u g a s .
4 . M e l a k s a n a k a n d a n m e n g a d a k a n e v a l u a s i .
5 . M e n g i s i d a f t a r k e m a j u a n k e l a s .
6. M e n g i s i b u k u n i l a i p e g a n g a n g u r u s e t i a p k a l i m e n g a m b i l n i l a i .
7 . M e n g h a d i r i u p a c a r a d i n a s d a n p e r t e m u a n l a i n .
8. M e l a k s a n a k a n d a n m e n t a a t i t a t a t e r t i b s e k o l a h .
9 . M e m b u a t d a f t a r t u g a s a k h i r c a t u r w u l a n d a l a i n p c n c a p a i a n t a r g e t
k u r i k u l u m .
B . T u g a s g u r u s e c a r a k h u s u s
> M e l a k s a n a k a n k e g i a t a n b e t a j a r m e n g a j a r s e s u a i d e n g a n m a t a p e l a j a r a n
a t a u b i d a n g s t u d y
40 I
P e r p u s t a k a a n
1 . M e n g a t u r k e a d a a n b u k u d i d a l a i n p e r p u s t a k a a n
2 . M e r a p i k a n d a n m e m b e r s i h k a n
3 . M e m b u a t b u k u k e a n g g o t a a n
4 . M e m b u a t p e r a t u r a n p e m i n j a m a n b u k u
5 . M e n e r i m a d a n m e m b u k u k a n b u k u y a n g d i t e r i m a
L a b o r a t o r i u m
1 . M e n j a g a k e a d a a n l a b o r
2 . M e n d a t a , p e r l e n g k a p a n l a b o r
3 . M e n j a g a k e b e r s i h a n a l a t - a l a t
S a t p a m
V M e n j a g a k e a m a n a n d i d a l a m s e k o l a h
D i n a s K e b e r s i h a n
1 . M e m e l i h a r a k e b e r s i h a n s e k o l a h b a i k d i d a l a m k e l a s m a u p u n d i h a l a i n a n .
2 . M e m e l i h a r a p e r a l a t a n d a n k c l e n g k a p a n s e k o l a h
3 . M e n a t a k e b e r s i h a n t a m a n
C . Fasitas yang tersedia di SMU Nurul Iman Palembang
F a s i l i t a s g e d u n g s e k o l a h t e r d i r i d a r i :
1 . R u a n g g u r u = 1 r u a n g
2 . R u a n g k a n t o r = 1 r u a n g
3 . R u a n g b e l a j a r = 1 8 r u a n g
4 . R u a n g p e r p u s t a k a a n d a n r u a n g l a b o r a t o r i u m = 1 r u a n g
5 . R u a n g k c t e r a m p i l a n = 1 r u a n g
6 . M a s j i d = 1 b u a h '
7 . G e d u n g
- L a n t a i 1 = 1 b a n g u n a n
L a n t a i 2 ^ 1 b a n g u n a n
- L a n t a i 3 = 1 b a n g u n a n
8 . L e m a r i a l a t l a b o r a t o r i u m = 4 b u a h
9 . A l a t - a l a t o l a h r a g a = 1 u n i t
1 0 . A l a t k c t e r a m p i l a n = 2 5 b u a h
1 1 . P e r l e n g k a p a n k o p e r a s i s i s w a = 1 u n i t
1 2 . P e r p u s t a k a a n = 1 r u a n g
1 3 . R a k a l a t - a l a t p e r a g a = 2 b u a h
F a s i l i t a s y a n g t e r d a p a l d i r u a n g g u r u a n l a r a l a i n
1 . 7 b u a h l e m a r i
2 . K u r s i d a n m e j a g u r u s e b a n y a k 1 3 p a s a n g
3 . P a p a n j a d w a l p e l a j a r a n
4 . P a p a n d a f t a r p i k e l g u r u
5 . P a p a n d a f t a r a b s e n s i s i s w a
6 . P a p a n n a m a g u r u
7 . P a p a n d a t a s t a t i s t i k N E M S M U N e g e r i N u r u l I m a n P a l e m b a n g
8 . P a p a n d a f t a r k e a d a a n s i s w a
42
9 . P a p a n p e n g u m u m a n
1 0 . G a m b a r b u r u n g g a r u d a , P r e s i d e n d a n W a k i l P r e s i d e n
F a s i l i t a s y a g n t e r d a p a t d i r u a n g k e p a l a s e k o l a h a n t a r a l a i n :
1 . M e j a K e p a l a S e k o l a h
2 . K u r s i t a m u 2 s e t
3 . B e n d e r a m e r a h p u t i h d a n b e n d e r a y a y a s a n
4 . P a p a n p e n g u m u m a n
5 . B a g a n s t r u k t u r O S I S
6 . B a g a n s t r u k t u r o r g a n i s a s i s e k o l a h
7 . P e t a I n d o n e s i a
8 . P r o g r a m p e n d i d i k a n d a n p e n g a j a r a n
P e n g a t u r a n p e r a b o t k e l a s
1 . B e r b e n t u k p e r s e g i p a n j a n g
2 . L u a s k e l a s b e r b e d a - b e d a , a d a y a n g k e c i l d a n a d a p u l a y a n g b e s a r
3. M e m p u n y a i j e n d e l a y a n g c u k u p m e m a d a i u n t u k s i r k u l a s i u d a r a y a n g n i a s u k
4 . A d a s e b a g i a n k e l a s d i n d i n g n y a b i s a d i b u k a d a n d i t u t u p , y a n g d a l a m h a l i n i
d a p a t d i p a k a i u n t u k k e g i a t a n - k e g i a t a n y a n g b e r h u b u n g a n d e n g a n s e k o l a h .
5 . P i n t u d i b u a t c u k u p l e b a r y a i t u m e m i l i k i d u a d a u n p i n t u d e n g a n a i a s a n a g a r
j a l a n n y a k e l u a r m a s u k t i d a k s e m p i t d a n b e r h i m p i t - h i m p i t d e n g a n s e s a m a
s i s w a .
4 3
K e g i a t a n S i s w a
A d a p u n k e g i a t a n s i s w a S M U N u r u l I m a n P a l e m b a n g a d a l a h s e b a g a i b e r i k u l
> K e g i a t a n k u r i k u l e r I ]
/ ^
T a b e l I I I . i /
K e l a s I K e l a s 11 /
A g a m a P . J a s m a n i A g a m a P . J a s m a n i
P P K N P . S e n i P P K N P . S e n i \
B . I n d o n e s i a G e o g r a f i B . I n d o n e s i a G e o g r a f i
B . I n g g r i s S N S U B . I n g g r i s S N S U
M a t e m a t i k a B u d i P e k e r t i M a t e m a t i k a B u d i P e k e r t i
F i s i k a E k o n o m i F i s i k a
B i o l o g i B i o l o g i
K i m i a K i m i a
T a b e l 1 1 1 . :
K e l a s H H P S K e l a s 11
A g a m a T a t a N e g a r a A g a m a K i m i a
P P K N B u d i P e k e r t i P P K N P e n j a s
B . I n d o n e s i a S N S U B , I n d o n e s i B u d i P e k e r t i
B . i n g g r i s P e n j a s M a t e m a t i k a S N S U
S o s i o l o g i F i s i k a B . I n g g r i s
A n t r o p o l o g i B i o l o g i
K e g i a t a n K o k u r i k u l e r
1 . M e n g e t i k
2 . K o m p u t e r
3 . B u d i P e k e r t i
4 . S h o l a t b e r j a m a h
5 . O S I S
6. P a s k i b r a '
7. S K A , P O R , U p a c a r a
8 . P K S
9 . M a d i n g
1 0 . O l a h r a g a b a s k e t
1 1 . O l a h r a g a b o l a k a k i
K e g i a t a n E k s t r a K u r i k u l e r
1 . P r a m u k a
2 . P M R
3 . S a n g g a r N u r i ( b a n d , s e n i
4 . K I R
5 . C e r a m a h b u l a n a n
6. O l a h r a g a v o l l y
7. O l a h r a g a yudo
45
P r o s e d u r P e n g g u n a a n d a n P e m e l i h a r a a n F a s i l i t a s S e k o l a h
P e n g g u n a a n d a n p e m e l i h a r a a n f a s i l i t a s s e k o l a h d i l a k u k a n o l e h g u r u b i d a n g
s t u d i y a n g b e r s a n g k u t a n d a n s e b e l u m i t u h a r u s m e n d a p a t k a n p e r s e t u j u a n d a r i
K e p a l a S e k o l a h . U n t u k p e m e l i h a r a a n d a n p e n g a m a n a n S M U N u r u l I m a n s e c a r a
k e s e l u r u h a n d i l a k u k a n o l e h 2 o r a n g p e t u g a s s a t p a n d e n g a n p o s k e a m a n a n n y a
t e r l e t a k d i d a l a m g e r b a n g m a s u k p e k a r a n g a n S M U N u r u l I m a n P a l e m b a n g .
B e r d a s a r k a n p e n g a m a t a n p e n u l i s , g a m b a r a n i n d i k a t o r y a n g a d a d i d a l a m
S M U N u r u l I m a n P a l e m b a n g :
1. K e c e p a t a n d a n k e m u d a h a n p r o s e d u r p e n e r i m a a n s i s w a .
- P r o s e d u r p e l a y a n a n p e n e r i m a a n s i s w a t i d a k b e r b e l i t - b e l i t .
2 . K e t e p a t a n w a k t u m e n g a j a r o l e h g u r u .
- W a k t u m e n g a j a r y a n g d i p c r g u n a k a n o l e h g u r u , k a d a n g t i d a k s e s u a i d e n g a n
j a d w a l y a n g d i t e n t u k a n ( m a s u k d a n k e l u a r ) .
3 . C e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a
- P e r a n g u r u s a n g a t p e n t i n g d i s e k o l a h d a i a m m e m b a n t u s e t i a p p e r m a s a i a h a n
s i s w a .
4 . K e c e p a t a n t i n d a k a n p a d a s a a t s i s w a m e m b u t u h k a n
- P i h a k s e k o l a h d a l a m m e m b e r i k a n p e l a y a n a n d a p a t d i l i h a t d a n t i n d a k a n
p i h a k s e k o l a h y a n g c e p a t p a d a s a a t s i s w a m e m b u t u h k a n .
46
5 . K e s o p a n a n d a n k e r a m a h a n o l e h k a r y a w a n / g u r u
- K e r a m a h a n , p a r a k a r y a w a n / g u r u k e p a d a s i s w a s e h i n g g a m e m b u a t p a r a
s i s w a m e r a s a d i p e r h a t i k a n .
6. P r e s t a s i d a n r e p u t a s i s e k o l a h
- P r e s t a s i y a n g s e l a m a i n i t e l a h d i l a k u k a n p i h a k s e k o l a h c u k u p b a n y a k d a l a m
m e n g i k u t i p e r l o m b a a n .
7. K e m u d a h a n d a l a m m e n g h u b u n g i p i h a k s e k o l a h
- S M U N u r u l I m a n m e m b e r i k a n N o . T e l p o n p e n t i n g k e p a d a p a r a w a l i s i s w a
a p a b i l a a d a h a l y a n g p e n t i n g .
8 . K e m a m p u a n g u r u b e r k o m u n i k a s i
- D i k e l a s p a r a g u r u m e m i l i k i t e h n i k y a n g b e r b e d a d a l a m p e n y a m p a i a n m a t e r i
p e l a j a r a n . ^
9 . T e r s e d i a n y a t e m p a t p a r k i r
- M e m i l i k i t e m p a t p a r k i r d i s a m p i n g g e r b a n g s e k o l a h y a n g c u k u p l u a s y a n g
d i g u n a k a n o l e h k a r y a w a n d a n s i s w a .
1 0 . K e b e r s i h a n , k e r a p i a n , d a n k e n y a m a n a n r u a n g a n
- K e b e r s i h a n y a n g t e r j a g a d a n r u a n g a n y a n g r a p i a d a n y a j e n d e l a d i s e t i a p
r u a n g b e l a j a r .
4 7
1 2 . K e b e r s i h a n , k e r a p i a n p e n a m p i l a n g u r u
- G u r u S M U N u r u l I m a n P a l e m b a n g s e m u a n y a b e r p a k a i a n h u s a n a m u s l i m
d a n j i l b a b . , . »^ U V V ^ A D. Karakteristik Responden
J u m l a h q u e s t i o n e r y a n g d i s c b a r k a n a d a l a h 1 0 0 r e s p o n d e n y a n g t e l a h
d i b e d a k a n b e r d a s a r k a n c i r i - c i r i s e b a g a i b e r i k u t :
T a b e l I I I . 3
K a r a k t e n s t i k S i s w a B e r d a s a r k a n J e n i s K e l a m i n
N o J e n i s K e l a m i n J u m l a h ( o r a n g )
1
2
L a k i - l a k i
P e r e m p u a n
3 5
6 5
T o t a l 100
S u m b e r : H a s i l P e n e l i t i a n , 2 0 0 2
B e r d a s a r k a n T a b e l 3 d i a t a s , d i d a p a t k a n b a h w a j u m l a h r e s p o n d e n
b e r d a s a r k a n j e n i s k e l a m i n , y a n g t e r b a n y a k a d a l a h p e r e m p u a n d e n g a n j u m l a h 6 5
o r a n g . S e d a n g k a n u n t u k l a k i - l a k i m e n e m p a t i n o m o r d u a y a i t u s e b a n y a k 3 5 o r a n g
j a d i t o t a l k e s e l u r u h a n n y a s e b a n y a k 1 0 0 o r a n g .
48
T a b e l
K a r a k t e r i s t i k S i s w a B e r d a s a r k a n T i n g k a t K e l a s
S M U N u r u l I m a n P a l e m b a n g
K e l a s J u m l a h s a m p e l ( o r a n g ) P e r s e n t a s e
I 3 7 3 7
I I ' 3 3 3 3
H I 3 0 3 0
J u m l a h 1 0 0 i O O
S u m b e r : B a s i l P e n e l i t i a n , 2 0 0 2
B e r d a s a r k a n t a b e l d i a t a s d a p a t d i l i h a l r e s p o n d e n t e r b a n y a k s e c a r a
b e r u r u t a n d a r i k e l a s I s e b a n y a k 3 7 o r a n g ( 3 6 % ) d a n k e l a s 11 3 3 o r a n g ( 3 3 % ) d a n
k e l a s I I I s e b a n y a k 3 0 o r a n g ( 2 9 % ) .
BAB IV
A N A L I S I S T I N G K A T K E P U A S A N SISWA T E k l l A D A P
P E L A Y A N A N S E K O L A H PADA SMU N U R U L LMAN P A L E M B A N T i
A. Analisis Keandalan/Rolrability
1. K e c e p a t a n d a n K c i m i d a h a n P r o s e d u r f V - n o r i n i a a n S i s u a
D a l a m m e m b e r i k a n p e l a y a n a n y a n g m a k s i m u m m a k a k e c e p a t a n d a n
k e m u d a h a n p r o s e d u r p e n e r i m a a n s i s w a m e r u p a k a n h a l y a n g p e n t i n g k a r e n a
m e m p e n n u d a h s i s w a d a l a m h a l m c n d a l U m s e b a g a i s i s w a b a r u m a u p u n s i s w a l a m a
y a n g m e n d a t t a r k a n u l a n g , p a d a t a b e l 4 d a p a t d i l i l i a t j a w a b a n 1 0 0 r e s p o n d e n
m e n g e n a i k i n e r j a S M U N u r u l i m a n P a l e m b a n g d a l a m k e c e p a t a n d a n k e m u d a h a n
p r o s e d u r p e n e r i m a a n s i s w a d i c a p a i n i l a i 2 S 5 s e d a n g k a n d i l i h a t d a n k e p e n t i n g a n
s i s w a t e r h a d a p k e c e p a t a n d a n k c m u d a h a n p r o s e d u r - p r o s e d u r p e n e r i m a a n s i s w a 3 7 5
y a n g m a n a t i n g k a t t i n g k a l k e s e s u a i a n a n t a r a t i n g k a l k i n e r j a d e n g a n t i n g k a l
k e p e n t i n g a n a d a l a h ;
T K I - — X 1 0 0 % I I
T K I = X 1 0 0 %
= 7 6 %
V a n g b e r a r t i k m c r j a S M U N u t u I I m a n i \ i ! c m l ) a n g d a l a m k e c e p a t a n d a n
k e m u d a h a n p r o s e d u r p e n e r i m a a n s i s w a h a m p i r m e m n u l u l i a r a p a n s i s w a
4 9
5 0
2 . K e l e p a l a n w a k l u m e n g a j a r o l e h g u r u
K e t e p a t a n d i j a l a n k a n d i d a l a m m e n g a j a r o l e h g u r u ( w a k t u m a s u k d a n k e l u a r )
m e r u p a k a n t a n g g u n g j a w a b p i h a k s e k o l a h d e m i t e r c i p t a n y a d i s i p l i n y a n g t i n g g i d a n
p i h a k S M U N n r j l i m a n P a l e m b a n g . P a d a t a b e l 4 d a p a t d i l i h a t h a s i l p e n i l a i a n
r e s p o n d e n t e r h a d a p k i n e r j a S M U N u r u l l i n a n P a l e m b a n g d a l a m k e t e p a t a n w a k t u
m e n g a j a r o l e h g u r u m e n c a p a i n i l a i 2 4 5 s e d a n g k a n d i l i h a l d a r i k e p e n l i n g a n s i s w a
t e r h a d a p k e t e p a t a n w a k t u m e n g a j a r oleh g u r u d i c a p a i n i l a i 3 4 0 y a n g m a n a t i n g k a t
k e s e s u a i a n a n t a r a k i n e r j a d e n g a n t i n g k a t k e p e n l i n g a n a d a l a h :
y
y^
2 4 5 TKI= A 1 0 0 %
3 4 0
- 7 2 , 0 5 %
Y a n g b e r a r t i k i n e r j a S M U N u r u l I m a n P a l e m b a n g d a l a m h a l k e l e p a l a n u a k t u
m e n g a j a r o l e h g u r u k u r a n g m e m e n u h i h a r a p a n s i s w a .
B. Daya Tangkap / Responsiveness
1 . K e c e p a t a n t i n d a k a n p a d a s a a t s i s w a m e m b u t u h k a n .
P a d a s a a t m e m b u t u h k a n s e p e r t i p c n g g a n t i a n j a d w a l m a t a p e l a j a r a n , m a k a
k e c e p a t a n t i n d a k a n p e t u g a s s a n g a t d i p e r l u k a n a g a r s i s w a t i d a k m e n u n g g u l a m a ,
p a d a t a b e l 4 d a p a t d i l i h a t h a s i l p e n i l a i a n r e s p o n d e n t e r h a d a p k i n e r j a S M U N u r u l
i m a n P a l e m b a n g . D a l a m k e c e p a t a n t i n d a k a n p a d a s a a t s i s w a m e m b u t u h k a n
5 1
m e n c a p a i n i l a i 2 9 5 d a n s e d a n g k a n d i l i h a t d a r i k e p e n t i n g a n m e n c a p a i n i l a i 3 7 0 .
Y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a t i n g k a t k i n e r j a d e n g a n t i n g k a t k e p e n t i n g a n
a d a l a h :
7'^/ = ^ : c l O O % Y,
2 9 5 1 X 1 = . r l O O %
3 7 0
- 7 9 , 7 2 %
T i n g k a t k e s e s u a i a n d i c a p a i s e b e s a r 7 6 , 7 2 y a n g b e r a r t i k i n e r j a S M U N u r u l
I m a n P a l e m b a n g d a l a m k e c e p a t a n t i n d a k a n p a d a s a a t s i s w a m e m b u t u h k a n h a m p i r
m e m e n u h i h a r a p a s i s w a .
C e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a
S i s w a y a n g m e m p u n y a i k e l u h a n m i s a l n y a k e l u h a n t e r h a d a p k i n e r j a g u r u ,
d i m a n a m a s i h b a n y a k j a m y a n g k o s o n g , k a r y a w a n h a r u s c e p a t t a n g g a p
m e n a n g a n i n y a d e m i t e r c i p t a n y a k e p u t u s a n s i s w a d a n t e r h i n d a r k e k e c a w a a n s i s w a .
P a d a t a b e l 4 d a p a t d i l i h a t h a s i l p e n i l a i a n r e s p o n d e n t e r h a d a p k i n e r j a S M U N u r u !
I m a n P a l e m b a n g d a l a m k e c e p a t a n t a n g g a p k e l u h a n s i s w a m e n c a p a i n i l a i 2 8 5 d a n
k e p e n t i n g a n s i s w a t e r h a d a p k e c e p a t a n t a n g g a p t e r h a d a p k e l u h a n s i s w a m e n c a p a i
n i l a i 3 8 0 y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a t i n g k a t k i n e r j a d e n g a n t i n g k a t
k e p e n t i n g a n a d a l a h :
5 2
TKI = X . v l O O %
2 8 5 T K l = . v l O O %
3 8 0
= 7 5 % I
T i n g k a t k e s e s u a i a n d i c a p a i s e b e s a r 7 5 % y a n g b e r a t i k i n e r j a S M U N u r u !
I i n a n P a l e m b a n g d a l a m c e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a k u r a n g m e m e n u h i
h a r a p a n s i s w a .
Jaminan / Insurance
1 . K e r a m a h a n , k e s o p a n a n p a r a k a r y a w a n d a n g u r u .
P e l a y a n a n y a n g d i b e r i k a n k e p a d a s i s w a d i h a r a p k a n d i s e r t a i d e n g a n
k e s o p a n a n d a n k e r a m a h a n a g a r s i s w a s e n a n g d a n p u a s . P a d a t a b e l 4 d a | ) a l
d i l i h a t h a s i l p e n i l a i a n r e s p o n t e r h a d a p k i n e r j a S M U N u r u l l i n a n P a l e m b a n g
d a l a m k e r a m a h a n , k e s o p a n a n p a r a k a r y a w a n d a n g u r u y a n g d i b e n k a n y a n g
m e n c a p a i n i l a i 3 0 0 s e d a n g k a n d i l i h a t d a r i k e p e n t i n g a n s i s w a m e n c a p a i n i l a i
3 4 0 y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a t i n g k a t k i n e r j a d e n g a n i m g k a t
k e p e n t i n g a n a d a l a h
r K l = X j c l 0 0 %
TK! = 3 0 0
= . r ] 0 0 % 3 4 0
= 8 8 , 2 3 %
D i l i h a l d a r i t i n g k a t k e s e s u a i a n y a n g m e n c a p a i n i l a i 8 8 , 2 3 % b e r a r t i k i n e r j a
S M U N u r u l I m a n P a l e m b a n g m e m e n u h i h a r a p a n s i s w a
1 . K e r a m a h a n , k e s o p a n a n p a r a k a r y a w a n d a n g u r u
P e l a y a n a n y a n g d i b e r i k a n k e p a d a s i s w a d i h a r a p k a n d i s e r t a i d e n g a n
k e s o p a n a n d a n k e r a m a h a n a g a r s i s w a s e n a n g d a n p u a s P a d a t a b e l 4 d a p a i
d i l i h a t h a s i l p e n i l a i a n r e s p o n t e r h a d a p k i n e r j a S M U N u r u l I m a n P a l e m b a n g
d a l a m k e r a m a h a n , k e s o p a n a n p a r a k a r y a w a n d a n g u r u y a n g d i b e r i k a n y a n g
m e n c a p a i n i l a i 3 0 0 s e d a n g k a n d i l i h a l d a r i k e p e n t i n g a n s i s w a m e n c a p a i n i l a i
3 4 0 y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a t i n g k a t k i n e r j a d e n g a n t i n g k a t
k e p e n t i n g a n a d a l a h : '
TKI=^xm% i 3 4 0
= 8 8 , 2 3 %
2 . P r e s t a s i d a n r e p u t a s i s e k o l a h .
P r e s t a s i s e k o l a h y a n g b a g u s d a n r e p u i a s i y a n g b a i k a k a n d i k e n a l o l e h
m a s y a r a k a t d a n s i s w a a k a n s e n a n g , p a d a l a b e l 4 d a p a t d i l i h a t h a s i l p e n i l a i a n
r e s p o n t e r h a d a p k i n e r j a S M U N u r u l I m a n P a l e m b a n g d a l a m p r e s t a s i d a n
r e p u t a s i s e k o l a h y a n g m e n c a p a i n i l a i 2 8 0 , s e d a n g k a n d i l i h a l d a r i k e p e n t i n g a n
54
s i s w a m e n c a p a i n i l a i 3 8 5 , y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a t i n g k a t k i n e r j a
d e n g a n t i n g k a t k i n e r j a d e n g a n t i n g k a t k e p e n t i n g a n a d a l a h :
TKl=^xm% '
2 S O
rKi=—-Y100%
3 8 5
= 7 2 , 7 2 %
T i n g k a t k e s e s u a i a n d i c a p a i s e b e s a r 7 2 , 7 2 % y a n g b e r a r t i k i n e r j a S M U
N u r u l i m a n P a l e m b a n g d a l a m p r e s t a s i d a n r e p u t a s i s e k o l a h k u r a n g m e m e n u h i
h a r a p s i s w a .
D, Empati / Empaty
1 . K e m u d a h a n m e n g h u b u n g i p i h a k s e k o l a h
D a l a m h a l m e n a n g g a p i k e l u h a n p a r a s i s w a , p e r l u a d a n y a s u a t u
k e m u d a h a n b a g i p a r a s i s w a u n t u k m e n g h u b u n g i p i h a k S M U N u r u l I m a n
P a l e m b a n g a g a r m u d a h m e n j e l a s k a n d a n m n g u r a n g i k e s u l i t a n s i s w a . P a d a
t a b e l 4 d i l i h a l p e n i l a i a n r s p o n t e r h a d a p k i n e r j a S M U N u r u l I m a n P a l e m b a n g
d a l a m k e m u d a h a n m n g h u b u n g i p i h a k s e k o l a h y a n g m e n c a p a i n i l a i 3 4 0 .
S e d a n g k a n d i l i h a t d a r i k e p e n t i n g a n s i s w a m e n c a p a i n i l a i 3 8 0 , Y a n g m a n a
t i n g k a t k e s e s u a i a n a n l a r a t i n g k a t k i n e r j a d e n g a n t i n g k a t k e i ^ e n l i n g a n a d a l a h :
TKI = ^xm%
99 I
3 4 0 7:^/=—-vioo%
3 8 0
= 8 9 , 4 7 %
T i n g k a t k e s e s u a i a n d i c a p a i s e b e s a r 8 9 , 4 7 % y a n g b e r a r t i k i n e r j a S M U
N u r u l I m a n P a l e m b a n g d a l a m k e m u d a h a n m e n g h u b u n g i p i h a k s e k o l a h
m e m e n u h i h a r a p s i s w a .
C a r a p c n c a p a i a n m a t e r i p e l a j a r o l e h p a r a g u r u
C a r a p e n y a m p a i a a n m a t e r i y a n g b a i k d a n m u d a h d i m e n g e r t i o l e h p a r a
s i s w a , d a n m e m b e r i k a n m a t e r i d i t u n t u t p e n g e t a h u a n d a n k e m a m p u a n y a n g
t i n g g i o l e h p a r a g u r u a g a r m e n a m b a h i l m u p e n g l a h u a n b a g i s i s w a n y a . P a d a
t a b e l 4 d a p a t d i l i h a l h a s i l p e n i l a i a n r e s p o n d a n t e r h a d a p k i n e r j a S M U N u r u l
I m a n P a l e m b a n g d a l a m c a r a p e n y a m p a i a n m a t e r i p e l a j a r a n o l e h p a r a g u r u
m e n c a p a i n i l a i 3 5 5 d a n k e p e n t i n g a n s i s w a m e n c a p a i n i l a i 3 9 0 . Y a n g m a n a
t i n g k a t k e s e s u a i a n a n l a r a t i n g k a t k i n e r j a d e n g a n t i n g k a l k e p e n t i n g a n a d a l a h :
- I C C
TKI = ^ j r ] 0 0 % 3 9 0
= 8 5 . 8 9 %
5 6
T i n g k a t k e s e s u a i a n y a n g d i c a p a i 8 5 , 8 9 % y a n g b e r a r t i k i n e r j a S M U N u r u l
I m a n P a l e m b a n g d a l a m c a r a p e n y a m p a i a n m a l e r i p e l a j a r a n o l e h g u r u
m e m e n u h i h a r a p a n s i s w a . '
E . Wujud/Tangibles
1 . F a s i l i t a s g e d u n g
K a r e n a y a n g d i b e r i k a n p i h a k S M U N u r u l I m a n P a l e m b a n g , s a n g a t p e r l u
k a r e n a f a r s i l i t a s m e r u p a k a n a l a t p e n d u k u n g u n l u k k e g i a t a n s i s w a , d a p a t
d i l i h a t p a d a t a b e l 4 h a s i l p e n i l a i a n r e s p o n d a n t e r h a d a p k i n e r j a S M U N u r u !
I m a n P a l e m b a n g , m e n c a p a i n i l a i 2 6 5 , d i l i h a l d a r i k e p e n l i n g a n s i s w a m e n c a p a i
n i l a i 3 4 0 , y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a l i n g k a l k i n e r j a d e n g a n t i n g k a t
k e p e n t i n g a n a d a l a h : i
rK}= . Y 1 o o %
7 W / - ^ . v l 0 0 % 3 4 0
= 7 7 , 9 4 %
T i n g k a t k e s e s u a i a n d i c a p a i s e b e s a r 7 7 , 9 4 % y a n g b e r a r t i k i n e r j a S M U
N u r u l I m a n P a l e m b a n g d a l a m h a l f a s i l i t a s g e d u n g h a m p i r m e m e n u h i h a r a p a n
s i s w a .
I 5 7
B a g a i m a n a t e m p a t p a r k i r
P e l a y a n a n t e m p a t p a r k i r y a n g b a i k s e r t a l u a s d a p a t d i k a t a g o r i k a n s e b a g a i
s a l a h s a t u h a l u t a m a b a g i s i s w a y a n g b e r k e n d a r a a n u n t u k p u a s a t a s p e l a y a n a n
y a n g d i b e r i k a n . P a d a l a b e l 4 d a p a t d i l i h a l p e n i l a i a n r e s p o n d e n t e r h a d a p
k i n e r j a S M U N u r u l I m a n P a l e m b a n g d a l a m p e l a y a n a n h a l a m a n p a r k i r
m e n c a p a i n i l a i 3 0 5 , s e d a n g k a n d i l i h a t d a r i k e p e n t i n g a n m e n c a p a i n i l a i 3 5 0 ,
y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a t i n g k a t k i n e r j a d e n g a n t i n g k a l
k e p e n t i n g a n a d a l a h : i
TKl = ^x\00% 3 5 0
= 8 7 , 1 4 %
T i n g k a t k e s e s u a i a n d i c a p a i s e b e s a r 8 7 , 1 4 % y a n g b e r a r t i k i n e r j a S M U
N u r u l I m a n P a l e m b a n g d a l a m h a l h a l a m a n p a r k i r m e m e n u h i h a r a p a n s i s w a .
K e b e r s i h a n , k e r a p i a n , d a n k e n y a m a n a n r u a n g b e l a j a r
U n t u k m e n u n j a n g k e g i a t a n b e l a j a r d a n m e n g a j a r m a k a k e b e r s i h a n .
k e r a p i a n d a n k e n y a m a n a n r u a n g b a i k r u a n g k e l a s a t a u a t a u p u n r u a n g k e l a s
l a i n n y a d i g e d u n g S M U N u r u l I m a n P a l e m b a n g s a n g a t b e s a r a r t i n y a , P a d a
t a b e l 4 d a p a t d i l i h a t p e n i l a i a n k i n e r j a S M U N u r u l i m a n i ^ a l e m b a n g d a l a m
58
k e b e r s i h a n , k e r a p i a n d a n k e n y a m a n a n r u a n g b e l a j a r m e n c a p a i n i l a i 3 4 0 , I
s e d a n g k a n k e p e n t i n g a n s i s w a m e n c a p a i n i l a i 3 7 0 y a n g m a n a t i n g k a l
k e s e s u a i a n a n t a r a t i n g k a t k i n e r j a d e n g a n t i n g k a t h a r a p a n a d a l a h :
TKI =^x\00% X,
3 4 0 TK/ = . Y ] 0 0 % '
3 7 0
= 9 1 , 8 9 %
K e r a p i a n , p e n a m p i l a n g u r u d a n k a r y a w a n
K e r a p i a n , p e n a m p i l a n k a r y a w a n d a n g u r u m e n c e r m i n k a n k u a l i t a s y a n g
t i n g g i d a r i s e k o l a h a n . P a d a l a b e l 4 d a p a i d i l i h a t p e n a m p i l a n r e s p o n d e n
t e r h a d a p k i n e r j a S M U N u r u l I m a n P a l e m b a n g d a l a m k e r a p i a n , p e n a m p i l a n
g u r u m e n c a p a i n i l a i 3 3 0 s e d a n g k a n k e p e n t i n g a n s i s w a m e n c a p a i n i l a i 3 5 5 ,
y a n g m a n a t i n g k a t k e s e s u a i a n a n t a r a k i n e r j a d e n g a n t i n g k a t h a r a p a n a d a l a h :
'm=^x\00%
TKI =^x]00% 3 5 5
= 9 3 , 9 5
5 9
D a r i t i n g k a t k e s e s u a i a n d i c a p a i s e b e s a r 9 2 , 9 5 % y a n g b e r a r t i k i n e r j a
S M U N u r u l I m a n P a l e m b a n g , d a l a m k e r a p i a n , p e n a m p i l a n g u r u d a n
k a r y a w a n m e m e n u h i h a r a p a n
F . Analisis keseluruhan variabel dimensi kualitas pelayanan
P a d a t a b e l 4 d a p a t d i l i h a t h a s i l j a w a b a n r e s p o n d e n s e c a r a keselurLihan
d a r i 1 2 p e r t a n y a a n t e r h a d a p k i n e r j a S M U N u r u l I m a n P a l e m b a n g , s u d a h d a p a t
d i k a t e g o n k a n m e m u a s k a n s i s w a d e n g a n t o t a l r a t a - r a t a k i n e r j a S M U N u r u l I m a n
P a l e m b a n g m e n c a p a i n i l a i 2 5 , 0 3 , s e d a n g k a n d i l i h a t d a r i k e p e n t i n g a n s i s w a
d e n g a n r a t a - r a t a m e n c a p a i n i l a i 3 0 , 3 7 d a r i t o t a l j a w a b a n r e s p o n d e n s e h i n g g a
m e n c a p a i t i n g k a l k e s e s u a i a n s e b e s a r 8 2 , 4 1 %. D i l i h a t d a r i t i n g k a t k e s e s u a i a n
y a i t u h a s i l p e r b a n d i n g a n a n t a r a s k o r k i n e r j a S M U N u r u l l m a n P a l e m b a n g d e n g a n
s e k o r k e p e n t i n g a n s i s w a m e n c a p a i n i l a i 8 2 , 4 1 % y a n g b e r a r t i k i n e r j a S M U N u r u l
I m a n P a l e m b a n g m e m e n u h i h a r a p a n s i s w a .
S u b v a r i a b e l d i m e n s i k u a l i t a s p e l a y a n a n y a n g m a s i h h a r u s d i p e r b a i k i
a d a l a h k i n e r j a S M U N u r u l I m a n P a l e m b a n g d a i a m h a l k e c e p a t a n d a n k e m u d a h a n
p r o s e d u r p e n e r i m a a n s i s w a , k e t e p a t a n w a k t u m e n g a j a r o l e h g u r u , c e p a t t a n g g a p
t e r h a d a p k e l u h a n s i s w a , p r e s t a s i d a n r e p u t a s i s e k o l a h . D i m a n a t i n g k a t
k e s e s u a i a n n y a m a s i n g - m a s i n g m e n c a p a i 7 2 , 0 5 %, 7 5 %, d a n 7 6 % 7 2 , 7 2 %.
6 0
N a m u n d i l i h a t d a r i k e s e l u r u h a n s - i b - s u b v a r i a b e l k i n e r j a S N I U N u r u l I m a n
P a l e m b a n g s u d a h m e m e n u h i h a r a p a n s i s w a .
U n t u k l e b i h j e l a s n y a a t a s p e n j c l a s a n d i a t a s m a k a d a p a t d i l i h a t p a d a t a b e l
I V , 1 b e r i k u t i n i :
Tabel I V . ,
Perhitungan rata-rata dari penilaian kinerja SMU Nurul Iman Palembang dan penilaian kepentingan siswa pada faktor-faktor yang
mempengaruhi kepuasan siswa SMU Nurul Iman Palembang
No
Faktor-faktor yang mempengaruhi kepuasan siswa S M U Nurul Iman Palembang
Penilaian kinerja M U Nurul Iman
(Xi)
Penilaian kepentingan
siswa (Yi) -
Tingkat kesesuaian (%) ( T K I )
X
1
Y
1 Kecepatan dan kemudahan prosedur penerimaan siswa
285 375 76 2. 85 3,75
2 Ketepatan waktu mengajar oleh guru 245 340 72, 05 2, 45 3,4
3 Kecepatan tindakan pada saat siswa membutuhkan
295 370 79, 72 2, 95 3,7
4 Cepat tanggap terhadap keluhan siswa 285 380 75 2, 85 3.8
5 Keramahan, kesopanan para karyawan dan guru
300 340 88, 23 3 3,4
6 Prestasi dan reputasi sekolah 280 385 72, 72 2 ,8 3, 85 7 Kemudahan menghubungi pihak
sekolah355 340 380 89, 47 3, 4 3, 8
8 Cara penyampaian materi pelajaran oieh para guru
355 390 85, 89 3, 55 3 ,9
9 Fasilitas yang tersedia 265 340 77, 94 2, 65 3,4 10 Bagaimana halaman parkir 305 350 87, 14 3,05 3 ,5 11 Kebersihan, harapan, dan
kenyamanan ruang belajar 340 370 91, 89 3,4 3, 7
12 Kerapian. kebersihan penampilan guru
330 335 92, 95 3. 3 3. 35
Rata-rata ( X , Y ) 3, 625 4. 355 3, 02 3, 62 Sumber: Hasil penelitian
6 1
I
G . Analisis Diagram Kartesius
D a l a m d i a g r a m k a r t e s i u s d a p a t d i l i h a t a t r i b u t y a n g m e m p e n g a r u h i k e p u a s a n
s i s w a p a d a S M U N u r u l I m a n P a l e m b a n g , t e r b a g i e m p a t b a g i a n . D a p a t d i j e l a s k a n
s e b a g a i b e r i k u t :
1 . K u a d r a t A ( p r i o r i t a s u t a m a ) I
P a d a k u a d r a t A m e n u n j u k k a n b a h w a f a k t o r - f a k t o r a t a u a t r i b u t y a n g d i n i l a i s i s w a
p e n t i n g d a l a m h a l m e m p e n g a r u h i k e p u a s a n s i s w a t e r h a d a p S M U N u r u l I m a n
P a l e m b a n g . t e t a p i k i n e r j a S M U N u r u l i m a n P a l e m b a n g b e l u m m e l a k s a n a k a n n y a
s e s u a i d e n g a n k e i n g i n a n s i s w a , h i n g g a m e n i m b u l k a n k e k e c c w a a n / r a s a t i d a k p u a s .
F a k t o r - f a k t o r y a n g t e r m a s u k d a l a m k u a d r a t A a d a l a h :
> K e c e p a t a n d a n k e m u d a h a n p r o s e d u r p e n e r i m a a n s i s w a ( I )
> K e t e p a t a n t i n d a k a n p a d a s a a t s i s w a m e m b u t u h k a n ( 3 )
> C e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a ( 4 )
> P r e s t a s i d a n r e p u t a s i s e k o l a h ( 6 )
2 . K u a d r a t B ( p e r t a h a n k a n p r e s t a s i )
K u a d r a t B m e n u n j u k k a n a t r i b u t y a n g m e m p e n g a r u h i k e p u a s a n s i s w a S M U N u r u l
I m a n P a l e m b a n g , b e r a d a d i k u a d r a t i n i p e r l u d i p e r t a h a n k a n k a r e n a p a d a
u m u m n y a t i n g k a t p e l a k s a n a a n y a t e l a h s e s u a i d e n g a n k e p e n t i n g a n d a n h a r a p a n
s i s w a s e h i n g g a d a p a t m e m u a s k a n s i s w a .
F a k t o r - f a k t o r y a n g t e r m a s u k d a l a m k u a d r a t B a d a l a h :
6 2
> K e m u d a h a n m e n g h u b u n g i p i h a k s e k o l a h ( 7 )
> C a r a p e n y a m p a i a n m a t e r i p e l a j a r a n o l e h g u r u ( 8 )
3 . K u a d r a t C ( p r i o r i t a s r e n d a h )
M e n u n j u k k a n a t r i b u t y a n g m e i n p e n g a r u h i k e p u a s a n s i s w a S M U N u r u l I m a n
P a l e m b a n g , b e r a d a p a d a k u a d r a t i n i d i n i l a i m a s i h d i a n g g a p p e n t i n g b a g i s i s w a
d a n k u a l i t a s p e l a k s a n a a n y a b i a s a s a j a .
F a k t o r - f a k t o r y a n g t e n n a s u k d a i a m k u a d r a t C a d a l a h ;
P K e t e p a t a n w a k t u m e n g a j a r o l e h g u r u ( 2 )
> F a s i l i t a s y a n g t e r s e d i a ( 9 )
> H a l a m a n p a r k i r ( 1 0 )
> K e r a m a h a n , k e s o p a n a n p a r a k a r y a w a n / g u r u ( 5 )
4 . K u a d r a t D ( b e r l e b i h a n ) ,'
p a d a k u a d r a t D m e n u n j u k k a n b e b e r a p a f a k l o r a t a u a t r i b u i y a n g b e r a d a p a d a
k u a d r a t i n i d i n i l a i s i s w a k u r a n g p e n t i n g d a l a m h a l m e m p e n g a r u h i k e p u a s a n I
s i s w a , a k a n t e t a p i k i n c r j a S M U N u r u l I m a n P a l e m b a n g m e l a k s a n a k a n n y a s e c a r a
b e r l e b i h a n .
F a k t o r - f a k t o r y a n g t e r m a s u k d a l a m k u a d r a t D a d a l a h :
> K e b e r s i h a n , k e r a p i a n d a n k e n y a m a n a n r u a n g b e l a j a r ( 1 1 )
> K e r a p i a n , k e b e r s i h a n p e n a m p i l a n g u r u ( 1 2 )
63
1 ^
Y
4 0
3 5
3 0 , 3 7
3 0
2 5
2 0
15
1 0
5
0
D i a g r a m K a r t e s i u s D a r i I n d i k a t o r Y a n g M e m p e n g a r u h i K e p u a s a n S i s w a
P a d a S M U N u r u l I m a n P a l e m b a n g
P r i o r i t a s u t a m a P e r t a h a n k a n P r e s t a s i A B
6 4 3 1 7 8 ^ O o O
o ^ 2 9 1 0 5 11 12
P r i o r i t a s R e n d a h B e r l e b i h a n C D
' \ \ \ \ f
5 10 15 2 0 2 5 3 0 3 5 4 0
X
g a m b a r I V .
K i n e r j a
Dari p e r h i t u n g a n d i a t a s d i d a p a t k a n n i l a i t i n g k a t k e p u a s a n s i s w a s e b e s a r
2 5 , 0 3 s e d a n g k a n u n t u k r a t a - r a t a t i n g k a t k e p e n t i n g a n s e l u r u h a l r i b u t y a n g
m e m p e n g a r u h i s e b e s a r 3 0 , 3 7 .
BAB V
K E S I M P U L A N DAN S A R A N
A. Kesimpulan
F a k t o r - f a k t o r y a n g d i p a k a i s e b a g a i a t r i b u t y a n g m e m p e n g a r u h i t i n g k a t
k e p u a s a n s i s w a t e r h a d a p p e l a y a n a s e k o l a h p a d a S M U N u r u l I m a n P a l e m b a n g . A d a 12
f a k t o r y a n g m e m p e n g a r u h i y a i t u s e b a g a i b e r i k u t :
1 . K e c e p a t a n d a n k e m u d a h a n p r o s e d u r p e n e r i m a a n s i s w a
2 . K e c e p a t a n t i n d a k a n p a d a s a a t s i s w a m e m b u t u h k a n
3 . C e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a
4 . P r e s t a s i d a n r e p u t a s i s e k o l a h
5. K e m u d a h a n m e n g h u b u n g i p i h a k s e k o l a h
6 . C a r a p e n y a m p a i a n m a t e r i p e l a j a r a n o l e h g u r u
7 . K e t e p a t a n m e n g a j a r o l e h g u r u
8 . K e r a m a h a n . k e s o p a n a n p a r a k a r y a w a n d a n g u r u
9 . F a s i l i t a s y a n g t e r s e d i a
1 0 . H a l a m a n p a r k i r
1 1 . K e b e r s i h a n , k e r a p i a n d a n k e n y a m a n a r u a n g b e l a j a r
1 2 . K e r a p i a n , k e b e r s i h a n p e n a m p i l a n g u r u
V a r i a b e l d i m e n s i t i n g k a t k e p u a s a n s i s w a t e r h a d a p p e l a y a n a n s e k o l a h p a d a
S M U N u r u l I m a n P a l e m b a n g s u d a h d a p a t d i k a l e g o r i k a n m e m u a s k a n d e n g a n r a t a - r a t a
k i n e r j a S M U N u r u l i m a n P a l e m b a n g s e c a r a t o t a l 2 5 , 0 3 d e n g a n t i n g k a t k e p e n t i n g a n
64
65
3 0 , 3 7 d a r i s e l u r u h j a w a b a n r e s p o n d e n , a d a p u n l i n g k a l k e s e s u a i a n y a i t u p e r b a n d i n g a n
a n t a r a k i n e r j a S M U N u r u l I m a n P a l e m b a n g d e n g a n k e p e n t i n g a n s i s w a m e n c a p a i
8 2 , 4 1 . D i l i h a t d a r i t i n g k a t k e s e s u a i a n y a n g d i c a p a i m e n u n j u k k a n k i n e r j a S M U N u r u l
I m a n P a l e m b a n g m e m e n u h i h a r a p a n s i s w a , s u b v a r i a b e l y a n g m a s i h p e r l u d i p e r b a i k i
a d a l a h k e c e p a t a n d a n k e m u d a h a n p r o s e d u r p e n e r i m a a n s i s w a , k e t e p a t a n w a k t u
m e n g a j a r o l e h g u r u , s e r t a t a n g g a p t e r h a d a p k e l u h a n s i s w a , k e t e p a t a n w a k l u m e n g a j a r
o l e h g u r u , s e r t a t a n g g a p t e r h a d a p k e l u h a n s i s w a , p r e s t a s i d a n r e p u i a s i s e k o l a h .
d i m a n a t i n g k a t k e s e s u a i a n m a s i n g - m a s i n g 7 6 % 7 2 , 0 5 % , 7 5 % d a n 7 2 , 7 2 " i ) .
K e s e l u r u h a n s u b - s u b v a r i a b e l k i n e r j a S M U N u r u l I m a n P a l e m b a n g s u d a h m e m e n u h i
h a r a p a n s i s w a .
B. Saran
B e r d a s a r k a n k e s i m p u l a n d i a t a s , m a k a d a p a t d i k e m u k a k a n b e b e r a p a s a r a n
y a n g k i r a n y a d a p a t b e r m a n f a a t b a g i S M U N u r u l I m a n P a l e m b a n g .
1 . P i h a k S M U N u r u l I m a n P a l e m b a n g h a r u s l e b i h m e m b e r i k a n p e l a y a n a n y a n g
m u d a h d a l a m p r o s e d u r p e n e r i m a a n s i s w a d a n t i d a k i n e m p e r s u l i t ,
2 . S M U N u r u l I m a n P a l e m b a n g h a r u s m e n i n g k a t k a n l a g i d i s i p l i n w a k t u m e n g a j a r
o l e h p a r a g u r u ,
3 . S M U N u r u l I m a n P a l e m b a n g h a r u s l e b i h m e m b e r i p e r h a t i a n l a g i s e t i a p a d a n y a
k e l u a h a n d a r i s i s w a , a g a r s i s w a m e r a s a t i d a k k e c e w a d a n d i p e r h a t i k a n .
4 . P i h a k S M U N u r u l I m a n P a l e m b a n g h a r u s l e b i h m e n i n g k a t k a n p r e s t a s i d a n
r e p u t a s i s e k o l a h y a n g l e b i h b a i k .
Cara Perhitungan Tabel IN .1
1 . ( 2 5 x 4 ) X ( 5 0 X 3 } M 1 0 x 2 ( 1 5 x 1 ) = 2 8 5
( 7 5 X 4 ) = ( 2 5 X 3 = 3 7 5
2 . ( 1 5 x 4 ) ( 4 0 X 3 ) = ( 2 0 x 2 ) M 2 5 X 1 ) = 2 4 5
( 4 0 x 4 ) - ( 6 0 X 3 = 3 4 0
3 . ( 2 0 x 4 ) - ( 5 0 X 3 ) - ( 1 5 x 2 ) M 5 X 1 ) = 2 9 5
( 7 0 x 4 ) ^ ( 3 0 X 3 j = 3 7 0
4 . ( 1 0 x 4 ) -r ( 7 0 X 3 ) ( 1 5 x 2 ) - ( 5 x 1 ) = 2 8 5
( 8 0 X 4 ) - ( 2 0 X 3 = 3 8 0
5 . ( 2 0 X 4 ) + ( 6 0 X 3 ) + ( 2 0 X 2 ) = 3 0 0
( 4 0 X 4 ) + ( 6 0 X 3 = 3 4 0
6 . ( 2 0 x 4 ) - t ( 5 0 X 3 ) ( 2 0 X 2 ) t ( 1 0 \ i ) = 2 8 0
( 8 5 X 4 } - ( 1 5 x 3 ) = 3 8 5
7 . ( 5 0 X 4 ) r ( 4 0 X 3 ) -t ( 1 0 x 2 ) = 3 4 0
( 8 0 X 4 ) - ( 2 0 X 3 ) = 3 8 0
8 . ( 4 0 x 4 ) ^ ( 5 5 X 3 J + ( 5 X 2 J = 3 3 5
( 9 0 X 4 ) + ( 1 0 x 3 ) = 3 9 0
9 . ( 2 0 x 4 ) = ( 4 0 X 3 ) - ( 2 5 x 2 ) ' ( ! 5 X 1 ) = 2 6 5
( 4 0 x 4 ) + ( 6 0 X 3 ) = 3 4 0
1 0 , ( 2 0 X 4 ) + ( 6 0 X 3 ) -r ( 1 5 X 2 ) + ( 5 X I ) - 3 0 5
( 5 0 x 4 ) + ( 5 0 x 3 ) - - 3 0 5
I I . ( 5 0 x 4 ) + ( 4 0 x 3 ) + ( 1 0 x 2 ) = 3 4 0
( 7 0 x 4 ) + ( 3 0 x 3 ) ' = 3 7 0
1 2 . ( 4 0 x 4 ) + ( 5 0 x 3 ) + ( 1 0 x 2 ) - 3 3 0
( 5 5 X 4 ) L ( 4 5 X 3 ) i = 3 5 5
I . X =
2. X =
9 . X =
4. X =
2 8 5 I T 2 4 5
] 2
2 9 5
1 2
2 8 5
1 2
= 2 3 , 7 5
= 2 0 , 4 1
= 2 4 , 5 ;
= 2 3 , 7 5
Y
Y =
3 7 5
1 2
5 4 0
1 2
Y =
V =
i 7 0
1 2
i 8 0
1 , 2 5
- 2 8 , 3 3
3 0 , S 3
6 6
3 0 0 _ 5 X = = 9 . j 2
Y = 5 4 0
1 2 = 2 8 , 3
2 8 0 6. X =
7. X =
1 2
1 4 0
— J 8. X - -
3 3 5
9 . X -
1 0 , X -
1 2
2 6 5
' l 2
3 0 5
1 2
= 2 3 , 3 3
= 2 8 , 3 3
= 2 7 . 9 1
= 2 2 , 0 8
= 2 8 , 3 3
Y = -3 8 5
Y =
Y =
1 2
3 8 0
1 2
3 9 0
1 2
3 4 0 V ^
1 2
= 3 2 , 0 8
6 6
2 8 , 3 3
^ 3 5 0 ...̂ ^^^
1 2
U. 3 4 0 = 2 8 , 3 3
V -V 7 0
1 2 3 0 . S 3
9 s s
D A F T A R Q U E S T I O N E R
K e p a d a Y t h ,
P a r a R e s p o n d e n ( S i s w a )
S M U N u r u l I m a n
P a l e m b a n g ,
D a l a m r a n g k a p e n y u s u n a n s k r i p s i d e n g a n j u d u l " A n a l i s i s T i n g k a t K e p u a s a n
S i s w a T e r h a d a p P e l a y a n a n S e k o l a h P a d a S M U N u r u ! I m a n P a l e m b a n g " . M o h o n
b a n t u a n S a u d a r a / i / u n t u k m e n g i s i q u e s t i o n e r d i b a w a h i n i . ^
B e r i t a n d a s i l a n g ( x ) p a d a p e r t a n y a a n y a n g t e l a h d i s e d i a k a n
• K a r a k t e r i s t i k R e s p o n d e n
1 . J e n i s k e l a m i n ?
a . L a k i - l a k i ^
b . P e r e m p u a n
2 . K e l a s b e r a p a ?
a . K e l a s i i
b . K e l a s I I ,
c . K e l a s H I
C a t a t a n :
P e n u l i s i n g i r m e n g e t a h u i a p a k a h a t r i b u t d i b a w a h i n i d i a n g g a p p e n t i n g b a g i s i s w a .
B e r i l a h t a n d a s i l a n g ( X ) p a d a k o l o m y a n g t e r s e d i a ;
K e t e r a n g a n ^
S P = S a n g a t P e n t i n g K P = K u r a n g P e n t i n g
P = P e n t i n g S K P = S a n g a t K u r a n g P e n t i n g
N o D a f t a r P e r t a n y a a n H a r a p a n S i s w a
N o D a f t a r P e r t a n y a a n S P r p K P S K P
1 K e c e p a t a n d a n k e m u d a h a n p r o s e d u r p e n e r i m a a n
s i s w a .
2 K e t e p a t a n w a k t u m e n g a j a r o l e h g u r u ! 1 i 3
K e c e p a t a n t i n d a k a n p a d a s a a t s i s w a
m e m b u t u h k a n
4 C e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a i 1
5 K e r a m a h a n , k e s o p a n a n p a r a k a r y a w a n / g u r u
6 P r e s t a s i d a n r e p u t a s i s e k o l a h
7 K e m u d a h a n m e n g h u b u n g i p i h a k s e k o l a h
8 C a r a p e n y a m p i a n m a t e r i p e l a j a r a n o l e h p a r a g u r u 1 1 • )
\ 1
1 J 9 F a s i l i t a s g e d u n g 1 1
10 B a g a i m a n a h a l a m a n p a r k i r n y a ^ '
11 K e b e r s i h a n , k e r a p i a n d a n k e n y a m a n a n r u a n g
b e l a j a r !
1
1 i
12 K e r a p i a n p e n a m p i l a n g u r u d a n k a r y a w a n i i
C a t a t a n :
P e n u l i s i n g i n m e n g e t a h u i p e n i l a i a n s i s w a t e r h a d a p S M U N u r u l I m a n P a l e m b a n g
t e r u t a m a m e n y a n g k u t a t r i b u t d i b a w a h i n i .
B e r i l a h t a n d u s i l a n g ( X ) p a d a k o l o m y a n g t e r s e d i a :
K e t e r a n g a n
S P = S a n g a t P e n t i n g K P = K u r a n g P e n t i n g
P = P e n t i n g S K P = S a n g a t K u r a n g P e n t i n g
N o D a f l a r P e r t a n y a a n i — ~ — H a r a p a n S i s w a ' P K P ] S K P 1
1 K e c e p a t a n d a n k e m u d a h a n p r o s e d u r p e n e r i m a a n
s i s w a . ! ! ! 1 i !
1 ^ ! 2 K e t e p a t a n w a k t u m e n g a j a r o l e h g u r u i i
3 K e c e p a t a n t i n d a k a n p a d a s a a t s i s w a
m e m b u t u h k a n
n ] 1 ^
i I 1 i 1 i i ;
4 C e p a t t a n g g a p t e r h a d a p k e l u h a n s i s w a i i
5 K e r a m a h a n , k e s o p a n a n p a r a k a r y a w a n / g u r u i 1 1 i | 6 . . . •—— 1 ' '—• • • ••——i r
P r e s t a s i d a n r e p u t a s i s e k o l a h \ \ \ \ \ 1 1 i 1 i 7 K e m u d a h a n m e n g h u b u n g i p i h a k s e k o l a h i | j !
8 C a r a p e n y a m p i a n m a t e r i p e l a j a r a n o l e h p a r a g u r u j 1 1 ! i (
9 F a s i l i t a s g e d u n g ' r -1 1 1 1
10 B a g a i m a n a h a l a m a n p a r k i r n y a i I ! 11 K e b e r s i h a n , k e r a p i a n d a n k e n y a m a n a n r u a n g
b e l a j a r 1 ! ! ! i ! ! '
12 K e r a p i a n p e n a m p i l a n g u r u d a n k a r j ' a w a n ! i 1
