Transformasi Layanan Bagian Umum Dalam Mendukung Ketersediaan Sumber Daya Manusia Penyelenggaraan Pendidikan Tinggi Vokasi Pariwisata

Radiana Idrus

doi:10.56135/jabnus.v5i1.302

Authors

Radiana Idrus Politeknik Pariwisata Makassar, Jl. Gn. Rinjani Jl. Metro Tj. Bunga No.1, Tj. Merdeka, Kec. Tamalate, Kota Makassar, Sulawesi Selatan 90224

DOI:

https://doi.org/10.56135/jabnus.v5i1.302

Keywords:

Administrative services, employee satisfaction, vocational education, internal evaluation, service transformation.

Abstract

This study aims to evaluate employee satisfaction with the General Administration Services at Politeknik Pariwisata Makassar in 2024 and 2025. The services evaluated include human resources, finance, state-owned goods (BMN), public relations, and information technology (IT). Data were collected through surveys of 139 employees in 2024 and 146 employees in 2025, with participation rates of 70.5% and 97.3%, respectively. Quantitative analysis showed a significant increase in employee satisfaction across all service dimensions, with an average of 83.8% in 2025 compared to 53.94%–67.99% in 2024. Qualitative analysis revealed the need to strengthen coordination, improve IT infrastructure, and provide technical training for administrative staff. These findings highlight the importance of internal feedback evaluation as a strategic instrument for transforming vocational education administrative services. The results provide a basis for recommendations to enhance the effectiveness, efficiency, and quality of sustainable administrative services

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