Analisis kepuasan kualitas pelayanan MTs Al-Muttaqin Pekanbaru sebagai pembentuk citra sekolah dan customer loyalty

Detry Jufri, S. Kartikowati, Sumarno
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Abstract

The research aims to determine customer satisfaction based on the quality of school services that can shape the school's image and customer loyalty. The research approach used mixed method research with a sequential mixed methods type with a sequential explanatory strategy. This research used interviews and questionnaires as research instruments. Total of 151 were chosen by using probability sampling with stratified random sampling. The data had collected then analyzed with univariate analysis, servqual analysis, and importance-performance analysis. The results of the research conducted, there are differences between expectations and reality for all dimensions of the quality of school services that are measured. Furthermore, the results of the interviews conducted showed that the dimensions of physical evidence are things that need to be improved, but in terms of teacher quality, it is already good. Those results indicate that customer satisfaction has not achieved yet, when referring to the theory of customer satisfaction. Schools are expected to be able to make improvements to the quality of service to students so that they can become a bridge to establish good communication with parents and be able to create positive perceived values ​​for schools.
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MT Al-Muttaqin作为学校形象塑造者的近期服务质量满意度与客户忠诚度分析
本研究旨在根据学校服务质量来确定客户满意度,学校服务质量可以塑造学校形象和客户忠诚度。研究方法采用混合方法研究,采用顺序混合方法类型,采用顺序解释策略。本研究采用访谈和问卷调查作为研究工具。采用概率抽样和分层随机抽样的方法,共选出151人。对收集的数据进行单变量分析、服务质量分析和重要性绩效分析。根据所进行的研究结果,在衡量学校服务质量的各个方面,预期和现实之间存在差异。此外,访谈结果表明,物证的维度是需要改进的,但就教师素质而言,它已经很好了。这些结果表明,当参考客户满意度理论时,客户满意度尚未实现。希望学校能够提高对学生的服务质量,使他们能够成为与家长建立良好沟通的桥梁,并能够创造积极的感知价值观​​为学校。
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来源期刊
自引率
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发文量
2
审稿时长
10 weeks
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