Evaluasi Kepuasan Orang Tua di TK Kasih Yobel Singkawang

Abstract

This research aims to determine the level of parental satisfaction with the quality of service at TK Kasih Yobel Singkawang, using descriptive and survey research methods. Data collection was conducted through observations and questionnaires, with a sample size of 135 participants. Variables were measured using the Likert scale and the consumer perception index. The results indicate that among the five dimensions of service quality, physical evidence ranks the highest in terms of suitability, while assurance ranks the lowest. The average suitability level is 97.28%, indicating that the quality of services provided by the school is not optimal. Using the Servqual method, the highest gap value is observed in the assurance dimension (-0.19), and the lowest gap value is in the physical evidence dimension (-0.04), with a total gap value between perception and performance of -0.136. It can be concluded that parents' perceptions tend toward satisfaction with the quality of educational services at TK Kasih Yobel. The study suggests that TK Kasih Yobel should improve services in the dimensions of reliability, responsiveness, assurance, and empathy. Future researchers are encouraged to add research variables and test the effect using SPSS for more comprehensive results.