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All Journal JURNAL EDUCATION AND DEVELOPMENT
Sri Aftianti
UIN Sultanah Nahrasiyah
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Education Languange, Linguistic, Communication & Media

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STUDENT SERVICE MANAGEMENT BASED ON THE CHARACTERISTICS OF GENERATION Z IN THE DIGITAL AGE: A CASE STUDY OF STATE SENIOR HIGH SCHOOL 2, NORTH ACEH Maitannur Maitannur; Almuhajir Almuhajir; Sri Aftianti; Muslem Ilyas
Jurnal Education and Development Vol 14 No 3 (2026): Vol 14 No 3 September 2026
Publisher : Institut Pendidikan Tapanuli Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37081/ed.v14i3.8413

Abstract

The rise of Generation Z as the dominant student group in the digital era demands that madrasahs reformulate educational service strategies to become more adaptive, personalized, and participatory. This study aims to formulate a student service management strategy tailored to Generation Z characteristics, using a case study at MAN 2 Aceh Utara. A descriptive qualitative approach with a single-case study design was employed. Data were collected through in-depth interviews, participatory observation, and document analysis, then examined using thematic analysis. Key findings reveal that: (1) service planning is structurally sound but lacks personalization; (2) digital-based implementation is present but student participation remains low; (3) supervision is overly administrative and lacks contextual relevance; and (4) service development is creative but not yet strategically integrated. This study offers a conceptual framework that integrates Educational Service Management Theory, Generation Z Theory, and Transformational Leadership in Education to build services that are digitally relevant and aligned with Islamic educational values. Its practical contribution lies in promoting personalization, student voice, and transformative leadership in madrasahs. Future research is encouraged to apply and validate this model in various cultural and institutional contexts.
Co-Authors Almuhajir Almuhajir Maitannur Maitannur Muslem Ilyas