PARTISIPASI TENAGA ADMINISTRASI DALAM MENINGKATKAN MUTU PELAYANAN ADMINISTRASI BERBASIS DIGITAL DI AL – ULUM TERPADU MEDAN
DOI:
https://doi.org/10.70412/itr.v5i1.363Keywords:
Digitalisasi Administrasi, Mutu Pelayanan, Partisipasi, Tenaga AdministrasiAbstract
Penelitian ini bertujuan untuk menganalisis partisipasi tenaga administrasi dalam meningkatkan mutu pelayanan melalui implementasi digitalisasi administrasi di SMA Al–Ulum Terpadu Medan. Penelitian menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, wawancara mendalam, dan dokumentasi. Analisis data dilakukan dengan model interaktif Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan, serta diuji melalui triangulasi sumber, teknik, dan waktu. Hasil penelitian menunjukkan bahwa partisipasi tenaga administrasi bersifat multidimensional, meliputi pengelolaan data, pengarsipan, pelayanan, kontrol kualitas, inovasi, dan komunikasi informasi. Digitalisasi administrasi meningkatkan kecepatan, efektivitas, dan akurasi pelayanan, namun tetap memerlukan verifikasi data untuk menjaga kualitas. Faktor pendukung meliputi sarana prasarana, dukungan yayasan, kompetensi SDM, dan pelatihan, sedangkan faktor penghambat mencakup keterbatasan anggaran, belum terintegrasinya sistem, variasi kompetensi, serta kendala teknis dan koordinasi. Penelitian ini juga menghasilkan model konseptual partisipasi tenaga administrasi yang efektif, yang mencakup kompetensi, koordinasi, pelatihan, integrasi sistem, dan orientasi pelayanan. Temuan ini menegaskan bahwa peningkatan mutu pelayanan administrasi berbasis digital tidak hanya ditentukan oleh teknologi, tetapi juga oleh kualitas sumber daya manusia dan sinergi organisasi
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