ANALISIS KINERJA ORGANISASI DALAM MEWUJUDKAN PELAYANAN BERKUALITAS KEPADA PENGURUS UNIT KEGIATAN MAHASISWA (UKM) UNIVERSITAS NEGERI MALANG (UM)

Abstract

Administrative service is described as one, staff or employee’s effort to process and implement everything by determining the method of organizing, building up the organization that suitable with the implementation of policies to accomplish predetermined goals. The objectives of this Study are: (i) to analyze the organizational performance in manifesting the quality of the services toward the Student Activity Unit administrators and; (ii) to analyze what factors support and hinder the performance of UM Student Affairs administrative staff. This study is considered descriptive qualitative research. It is conducted at the Student Affairs Division. The main data source is the Head of Sub Division and administrative staff as and the secondary data source is Student Activity Unit administrators at Universitas Negeri Malang (UM). The data is acquired using interviews, field notes, questionnaires, question lists, and documentation. Meanwhile, the data is analyzed using reduction, presentation of data, and verification or concluding. The result of this study shows that: (i) the quality of the administrative staff or employee at the Student Affairs Division is categorized as good. It matched with the regulation of the Rector of Universitas Negeri Malang. The service toward Student Activity Unit administrators suits to the predetermined SOP, friendly, and corresponds with the predetermined goal; (ii) the factors that support the performance of the Student Affairs Division are the implementation of the Secretarial Workshop for Student organization administrators, the effectiveness of time service, and the speed and accuracy of the Student Activity Unit administrators in making proposals and submitting the accountability of reports funds. While the factors that hinder the performance are the slow pace of Student Activity Unit administrators in making proposals and submitting the accountability of reports funds, lack of understanding of the Student Activity Unit administrators in submitting the project activity proposals, and making the accountability of reports funds.