Analisis Manajemen Pelayanan Prima pada Konsultasi Pemilihan Perguruan Tinggi di SMAN 4 Jember

Abstract

Excellent service management in the education sector, particularly in career guidance, is highly crucial to ensuring the effectiveness of students' preparation for higher education. However, the fluctuation in the absorption rate of SMAN 4 Jember alumni into universities during the 2024–2025 period indicated a gap between service targets and field implementation. School documentation has historically tended to focus on the final placement outcomes of alumni rather than providing an in-depth evaluation of the consultation service process itself. This study aims to analyze student absorption data in higher education through the SNBP track from 2023 to 2026 and evaluate the quality of excellent service management provided by the Guidance and Counseling (BK) unit at SMAN 4 Jember. The research method employed is descriptive qualitative, utilizing data collection techniques such as documentation and questionnaires distributed to eligible twelfth-grade students. The results indicate that the number of students accepted through the SNBP track remained relatively constant and stable, with 73 students in 2024, 83 students in 2025, and 82 students in 2026. Based on the satisfaction questionnaire analysis, the quality of consultation service management for SNBP registration by the BK teachers at SMAN 4 Jember successfully met four main dimensions of public service with good quality, including accuracy of information through socialization, politeness and comfort during individual counseling sessions, as well as responsibility in monitoring and guiding study program selection strategies based on alumni track records.

Keywords: Excellent Service Management, Career Guidance, SNBP, Service Quality, SMAN 4 Jember.