Quality Management of Islamic Educational Institutions Service: A Study of Customer satisfaction analysis in Madrasah Ibtidaiyah Al-Husna Ciledug Tangerang City

Abstract

Management is a staple component that cannot be separated from Islamic educational institutions. Without management, the purpose of the institution cannot be realized optimally, effectively, and efficiently. Problems in educational institutions, usually dealing with the service to the customers of Islamic education. This research is a qualitative research aimed to know about planning, organizing, implementation and evaluation of the quality management of Islamic education services. This research method uses quantitatif approach, in the process of data collection is carried out in four types of data collection techniques, namely observation, interview, documentation, and questionnaire. The results of the calculation of customer satisfaction of Islamic education, in order to get a satisfaction index of 71% of the services provided by Madrasah Ibtidaiyah Al-Husna Ciledug, so that it must make improvements in the quality of service, this is because in the calculation of the overall servqual gap value still shows a negative value of -0.71 to the service provided by Madrasah Ibtidaiyah Al-Husna Ciledug. Improvement of service quality is carried out on attributes that have the highest gap. The purpose of improving the quality of service so that the satisfaction of parents as customers of Islamic education can be accommodated.