IMPLEMENTASI PELAYANAN PRIMA DI SEKOLAH MENENGAH KEJURUAN

Abstract

This study aims to describe: the implementation of excellent service guidelines,
human resource implementation in support of excellent service, the implementation of
facilities and infrastructure to provide excellent service, the implementation of handling
complaints excellent service, and implementation of public satisfaction index in excellent
service in Public Vocational High School 4 Malang (SMK Negeri 4 Malang). The approach
used in this research is qualitative approach with case study type. Data collection techniques
used are interviews, observation, and documentation. The result of this research is the
implementation of excellent service through publication, promotion, standard operating
procedure (SOP), workshop, soft skill, morning apple, supporting infrastructure, complaint
handling, and customer satisfaction survey.