DAFTAR ISI

HALAMAN JUDUL ..................................................................................... i

HALAMAN PENGESAHAN PEMBIMBING ............................................ ii
HALAMAN PERNYATAAN ....................................................................... iii
KATA PENGANTAR ................................................................................... iv
DAFTAR ISI ................................................................................................. v
DAFTAR GAMBAR ..................................................................................... viii
DAFTAR TABEL ......................................................................................... ix
BAB I PENDAHULUAN
1.1 Latar Belakang .................................................................................... I-1
1.2 Rumusan Masalah ............................................................................... I-3
1.3 Batasan Masalah.................................................................................. I-3
1.4 Tujuan Penelitian ................................................................................ I-3
1.5 Manfaat Penelitian............................................................................... I-4
1.6 Sistematika Penulisan .......................................................................... I-4
BAB II GAMBARAN UMUM PERUSAHAAN
2.1 Sejarah Perusahaan .............................................................................. II-1
2.2 Badan Hukum dan Perizinan ............................................................... II-3
2.2.1 Jenis Badan Hukum ................................................................. II-3
2.2.2 Struktur Organisasi .................................................................. II-3
2.3 Sumber Daya Manusia ........................................................................ II-11
2.3.1 Sistem Rekrutmen, Seleksi, dan Penempatan Karyawan ........... II-11
2.3.2 Sistem Absensi ........................................................................ II-13
2.3.3 Sistem Penggajian Karyawan ................................................... II-13
2.3.4 Sistem dan Metode Penilaian Kinerja Karyawan ...................... II-13

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2.4 Sistem Produksi ................................................................................... II-14
2.4.1 Jenis-jenis Produk dan Kapasitas Produksi ............................... II-14
2.4.2 Jenis Pekerjaan ........................................................................ II-15
2.5 Persediaan (Inventori).......................................................................... II-16
2.5.1 Jenis dan Sumber Material ....................................................... II-16
2.6 Quality Control ................................................................................... II-17
2.6.1 Standar Kualitas Produksi ........................................................ II-17
2.6.2 Sistem Pengawasan Kualitas Produksi ..................................... II-17
2.7 Pasar dan Pemasaran ........................................................................... II-18
2.7.1 Wilayah/Daerah Sasaran Pasar ................................................. II-18
2.7.2 Harga Jual ................................................................................ II-18
2.7.3 Metode Promosi yang Ditetapkan............................................. II-18
2.8 Keuangan ............................................................................................ II-19
2.8.1 Jenis dan Biaya Investasi.......................................................... II-19
2.8.2 Jenis dan Biaya Operasional ..................................................... II-19
2.8.3 Sistem Penggajian Karyawan ................................................... II-19
BAB III TINJAUAN PUSTAKA
3.1 Konsep Layanan Pendidikan ................................................................ III-1
3.1.1 Pengertian Kualitas Layanan Pendidikan .................................. III-1
3.1.2 Dimensi Layanan Pendidikan (Servqual) .................................. III-2
3.1.3 Aspek Layanan Pendidikan (Servqual) ..................................... III-4
3.2 Kepuasan Pelanggan Pendidikan ......................................................... III-8
3.1.1 Mengukur Kepuasan Pelanggan ............................................... III-10
3.1.2 Faktor-faktor yang Mempengaruhi Kepuasan Pelanggan .......... III-12
3.3 Penelitian Terdahulu ............................................................................ III-12
3.4 Kerangka Pikir .................................................................................... III-15

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BAB IV METODOLOGI KERJA PRAKTEK
4.1 Waktu dan Tempat Kerja Praktek ........................................................ IV-1
4.2 Jenis Data ............................................................................................ IV-1
4.3 Populasi Dan Sampel ........................................................................... IV-2
4.4 Metode Pengumpulan Data .................................................................. IV-2
4.5 Metode Pengolahan Data ..................................................................... IV-3
4.6 Kerangka Pemecahan Masalah ............................................................ IV-4

BAB V ANALISA DAN PEMBAHASAN

5.1 Deskripsi Data ..................................................................................... V-1
5.2 Analisa Data dan Pembahasan ............................................................. V-1
5.2.1 Uji Validitas............................................................................. V-1
5.2.2 Perhitungan GAP ..................................................................... V-3
5.2.3 Customer Satisfactiom Index (CPI) .......................................... V-8

BAB VI PENUTUP
6.1 Kesimpulan ......................................................................................... V-1
6.2 Saran ................................................................................................... V-1

DAFTAR PUSTAKA
LAMPIRAN

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 DAFTAR GAMBAR

Gambar 2.1 Struktur Organisasi SDS 02 Ibnu Sina Kabil .......................... II-4
Gambar 2.2 Inventaris Sekolah .................................................................. II-17
Gambar 4.1 Kerangka Pemecahan Masalah ............................................... IV-5

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 DAFTAR TABEL

Tabel 1.1 Data Siswa Baru Masuk 2016-2022 ........................................... I-2

Tabel 3.1 Penelitian Terdahulu .................................................................. III-13
Tabel 5.1 Hasil Uji Validitas ..................................................................... V-2
Tabel 5.2 Hasil GAP Keseluruhan ............................................................. V-6
Tabel 5.3 Rank GAP ................................................................................. V-7
Tabel 5.4 Urutan Rank GAP...................................................................... V-8
Tabel 5.4 Hasil Customer Satisfaction Index (CSI) .................................... V-10

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