REFLEKSI KEPUASAN PELANGGAN PENDIDIKAN EKSTERNAL PRIMER (PESERTA DIDIK) MELALUI SURAT PRIBADI

Abstrak

Penelitian ini bertujuan merefleksikan tingkat kepuasan pelanggan pendidikan eksternal primer, yaitu peserta didik, melalui analisis surat pribadi yang ditulis setelah tiga tahun menempuh pendidikan di PKBM Generasi Mandiri cabang Penajam Paser Utara. Menggunakan metode kualitatif deskriptif, sebanyak 13 surat pribadi dianalisis untuk mengidentifikasi tema utama terkait kepuasan layanan pendidikan. Hasil penelitian menunjukkan bahwa mayoritas peserta didik merasa puas terhadap metode pengajaran, perhatian guru, fleksibilitas sistem pembelajaran, serta hubungan interpersonal di lingkungan sekolah. Selain itu, terdapat pula pengakuan mengenai peningkatan karakter dan akhlak, serta kepuasan terhadap fasilitas sekolah, meskipun beberapa siswa menyoroti perlunya peningkatan fasilitas. Surat pribadi terbukti menjadi media refleksi yang efektif untuk menangkap autentisitas pengalaman dan harapan peserta didik, sekaligus menyediakan umpan balik bagi sekolah dalam upaya perbaikan layanan pendidikan.

This study aims to reflect the level of satisfaction of primary external education customers, namely students, through the analysis of personal letters written after three years of studying at PKBM Generasi Mandiri, Penajam Paser Utara branch. Using a descriptive qualitative method, 13 personal letters were analyzed to identify the main themes related to satisfaction with educational services. The results showed that the majority of students were satisfied with the teaching methods, teacher attention, flexibility of the learning system, and interpersonal relationships in the school environment. In addition, there was also recognition of improving character and morals, as well as satisfaction with school facilities, although some students highlighted the need for improved facilities. Personal letters proved to be an effective reflection medium for capturing the authenticity of students' experiences and expectations, while providing feedback for schools in efforts to improve educational services.