Improving the Quality of Islamic Boarding School Services Based on the Needs of Students: Implementation of ServQual and QFD
##plugins.themes.academic_pro.article.sidebar##
##plugins.themes.academic_pro.article.main##
Abstract
The quality of education is a crucial factor for the progress of the nation in forming a high-capacity and moral society. Pesantren, as boarding educational institutions in Indonesia, have more complex service demands than non-Islamic boarding schools because they manage formal and non-formal programs. Initial studies at Islamic Boarding School XYZ showed that there had been no improvement in services based on Voice of Customer. This study aims to maximize the quality of Islamic Boarding School XYZ services by focusing on the five dimensions of SERVQUAL (physical evidence, reliability, responsiveness, assurance, and empathy). Data collection was carried out through questionnaires distributed to students as respondents. Data analysis was carried out by implementing the SERVQUAL method to identify service gaps and Quality Function Deployment (QFD) to formulate action plans based on improvement priorities. The results of the study identified 19 service attributes that needed improvement. These improvement recommendations were compiled based on a comprehensive analysis using SERVQUAL and QFD, providing concrete guidance for XYZ Islamic Boarding School to effectively improve the quality of services based on the needs of students.
##plugins.themes.academic_pro.article.details##
This work is licensed under a Creative Commons Attribution 4.0 International License.
PAKAR Pendidikan is licensed under a Creative Commons Attribution 4.0 International License
Free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
PAKAR Pendidikan Journal is licensed under a Creative Commons Attribution 4.0 International License. This permits anyone to copy, redistribute, remix, transmit and adapt the work provided the original work and source are appropriately cited.
This means:
(1) Under the CC-BY license, authors retain ownership of the copyright for their article, but authors grant others permission to use the content of publications in INVOTEK Journal in whole or in part provided that the original work is properly cited. Users (redistributors) of PAKAR Pendidikan Journal are required to cite the original source, including the author's name, PAKAR Pendidikan Journal as the initial source of publication, year of publication, volume number, issue, and Digital Object Identifier (DOI);
(2) Authors grant PAKAR Pendidikan the right of first publication. Although authors remain the copyright owner.
Privacy Statement
The names, email addresses, and affiliations entered in this journal site will be used exclusively for the stated purpose of providing readers professional access to the authors whose articles are published by the journal. No other information is collected, and will not be made available for any other purpose or to any other party.
References
Anggreani, H. M., & Yafi, M. M. (2023). Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Menggunakan Metode Service Quality (Servqual) dan Metode Quality Function Deployment (QFD)(Studi Kasus Madrasah Ibtidaiyah “X”). Nusantara Technology and Engineering Review, 1(1), 54–61. https://doi.org/10.55732/nter.v1i1.1164
Aprianto, T., & Fatah, A. (2021). Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ. Jurnal Rekayasa Sistem Industri, 10(2), 131–144. https://doi.org/10.26593/jrsi.v10i2.4252.131-144
Aurori, P. A. B., & Putri, R. A. (2024). Implementasi Metode Servqual dalam Sistem Informasi Klinik Afrina Dental Care Berbasis Web. G-Tech: Jurnal Teknologi Terapan, 8(4), 2809–2822. https://doi.org/10.70609/gtech.v8i4.5433
Bilatula, V., Lasalewo, T., & Junus, S. (2023). Kepuasan Pasien Puskesmas Terhadap Kualitas Layanan Dengan Metode Servqual Dan Quality Function Deployment (QFD). JAMBURA: Jurnal Ilmiah Manajemen Dan Bisnis, 6(3), 1585–1592. https://doi.org/10.37479/jimb.v6i3.23663
Bintank, B., & Maunah, B. (2022). Pendidikan Dalam Berbagai Pendekatan Dan Teori Pendidikan. Cendekia: Jurnal Pendidikan Dan Pembelajaran, 16(1), 40–53. https://doi.org/10.30957/cendekia.v16i1.717
Fadhilah, I. A., & Maunah, B. (2021). Manusia Sebagai Makhluk yang Perlu dan Dapat Dididik. Cendekia: Jurnal Pendidikan Dan Pembelajaran, 15(2), 254–268. https://doi.org/10.30957/cendekia.v15i2.718
Gavahi, S. S., Hosseini, S. M. H., & Moheimani, A. (2023). An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres. Benchmarking: An International Journal, 30(5), 1649–1671. https://doi.org/10.1108/BIJ-07-2021-0411
Inám, A., & Hamdi, M. M. (2023). Implementasi Dimensi Servqual dalam Meningkatkan Kualitas Jasa Pendidikan Islam. INTIZAM: Jurnal Manajemen Pendidikan Islam, 7(1), 76–91. https://ejournal.staidapondokkrempyang.ac.id/index.php/intizam/article/view/438
Undang-Undang Republik Indonesia Nomor 20 Tahun 2003 tentang Sistem Pendidikan Nasional. (2003). Lembaran Negara Republik Indonesia Tahun 2003 Nomor 78.
Irsalulloh, D. B., & Maunah, B. (2023). Peran lembaga pendidikan dalam sistem pendidikan Indonesia. Pendikdas: Jurnal Pendidikan Dasar, 4(2), 17–26. https://doi.org/10.56842/pendikdas.v4i2.164
Jacobs, F. R., & Chase R. (2020). Operations and Supply Chain Management : The Core (fifth). McGraw Hill.
Madjowa, I. S., Levyda, L., & Abdullah, S. (2023). Tingkat Loyalitas Pelanggan Ditinjau dari Kualitas Pelayanan Melalui Variabel Moderating Kepuasan Konsumen. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 6(1), 184–193. https://doi.org/10.36778/jesya.v6i1.909
Marson, E., & Sartor, M. (2019). Quality Function Deployment (QFD). In Quality Management: Tools, Methods, and Standards (pp. 77–90). Emerald Publishing Limited.
Murgani, R., & Hasibuan, S. (2022). Peningkatan Kualitas Layanan Penyedia Layanan Logistik Berdasarkan Integrasi SERVQUAL dan QFD. Jurnal Rekayasa Sistem Industri, 11(2), 229–242. https://doi.org/10.26593/jrsi.v11i2.5253.229-242
Negoro, Y. P., Yanti, F. D., & Sholikah, F. A. (2022). Peningkatan Kualitas Pelayanan Sekolah Menengah Atas (SMA) Sejahtera Surabaya Dengan Pendekatan Service Quality (SERVQUAL) Dan Quality Function Deployment (QFD). Matrik: Jurnal Manajemen Dan Teknik Industri Produksi, 22(2), 183–196. https://doi.org/10.350587/matrik.v22i2.3501
Noya, S., & Han’s, S. (2023). Application of Servqual and Quality Function Deployment Methods in Efforts to Imrove Academic Services by Lecturers. JRMSI-Jurnal Riset Manajemen Sains Indonesia, 14(02), 54–65. https://doi.org/10.21009/JRMSI.014.2.05
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A Multiple-item Scale for Measuring Consumer Perception. Journal of Retailing, 64(1), 12.
Pratiwi, D. D. (2021). Integrasi Servqual-Kano-QFD untuk Perbaikan Kualitas Layanan Jasa Asuransi Sosial di Surabaya. Jurnal Manajemen Teori Dan Terapan, 14(1), 50–68. https://doi.org/10.20473/jmtt.v14i1.22677
Russell, R. S., & Taylor, B. W. (2010). Operations Management: Creating Value.
Rustandi, F., & Ismawati, N. (2023). Peluang dan Tantangan Pengelolaan Sekolah Islam Terpadu: Perspektif Total Quality Management. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 9(5), 2219–2227. https://doi.org/10.35870/jemsi.v9i5.1587
Yahia-Berrouiguet, A., & Belabid, Y. (2022). Improving the Quality of Higher Education Service by Using the Quality Function Deployment: A Case Study. Management and Economics Review, 7(2), 173–181. https://doi.org/10.24818/mer/2022.06-05