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Journal : Jurnal Manajemen, Pendidikan dan Pemikiran Islam

Integrated Quality Management in Improving Customer Satisfaction Nafi'atul Hasanah; Ahmad Qolfathiriyus Firdaus; Akhyak; Nur Efendi; Himad Ali
JMPI: Jurnal Manajemen, Pendidikan dan Pemikiran Islam Vol. 3 No. 1 (2025): June 2025
Publisher : Pondok Pesantren As-salafiyah Asy-syafi'iyyah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71305/jmpi.v1i1.1

Abstract

This study aims to examine the implementation of Integrated Quality Management (Total Quality Management/TQM) in improving customer satisfaction at two madrasahs, namely MAN 2 and MAN 3 Tulungagung. The research focuses on three main aspects: policies, culture, and commitment in quality management implemented to meet the expectations of internal customers (teachers, staff, and students) as well as external customers (parents, the community, and other stakeholders). The research approach used is qualitative with a multisite study design. Data collection techniques are conducted through in-depth interviews, participatory observation, and document studies, while data analysis is performed through single case analysis and cross-site comparative analysis. The results of the study show that (1) the madrasah's quality policy based on Islamic values plays a crucial role in shaping the quality culture, (2) the formation of quality culture is carried out through agreements on fundamental values unique to each madrasah, and (3) the commitment of all madrasah personnel to quality implementation is greatly determined by the internalization of these values. This study emphasizes the importance of integrating policies, culture, and commitment in integrated quality management to achieve customer satisfaction in Islamic education environments.
Co-Authors AA Sudharmawan, AA Abd Azis Abd Aziz ABD Aziz, ABD Abd. Aziz Abd. Aziz Abdullah Aman Damai Adenan, Muhammad Baharudin Adi Wijayanto Adistya, Diang Agus Triani, Dewi Ahmad Qolfathiriyus Ahmad Qolfathiriyus Firdaus Ahmad Tanzeh Ainun Jariyah Akhyak Akhyak Akhyak Akhyak, Akhyak Akmal, Dita Aurellia Aldri Frinaldi Ali Maksum Amalia Oktarena Ambarwati Ana Minniswatil Maghfiroh ANDI SULISTIO Aprilia, Hani Damayanti Arika Oernika Mahanani Artini, Ketut As'aril Muhajir Astika, Ni Kadek Apriliani Bachtiar Firdaus, Ahmad BIMO GONDO KUSUMO Cahyaningsih, Puspita Chylen Setiyo Rini Clara Monica Edira Dasman Lanin Deden Gandana Madjakusumah Dedy Hermawan Dewanto, Mohammad Fajar Mak’ruf Winyam Dian Adhetya Arif Dian Apri Yanti Djausal, Gita Paramita Djausal, Gita Paramitha Efendi, Edi Eko Agus Suwandi Elba, Riskina Agustin Elsaid, Dea Audia Endro Prasetyo Wahono Eri Barlian Erna Maulina Erna Rochana Fadhilah Nur Rachma Fadhilah, Selva Nur Fadilah, Qiroatul Fauziyah Laili, Ummiy Febidyliana, Andina Fenny Saptiani Feri Tirtoni Fitri Wulandari Fitria Eka Wulandari Fredy Kurniawan Genius Umar Gita Paramitha Djausal Habibur Rohman Handri, Handri Hani Damayanti Aprilia Hariyati, Wahyuni Hasan Bisri Hasan, Abdur Rosyid Hasan, Mustofa Hawna, Mawlana Nabrisni Hayazee, Fadilah Herfien Hermanto, Mochamad Hery Widijanto Himad Ali Hoerurohman, Aditya Ibrahim, Gusri Ahyar Ida Nurnida Ilham Yahya Romandoni Indang Dewata Intan Nurrachmi Jamilatur Rohmah Januariani Jaswadi Jayanti, Afifa Sofi Laras Kaskoyo, Hari Kastaji, Kustiono Ketut Artini Kholil, Suparman Khosyi'ah, Siah Laily Faridhatun Nikmah Lavli, Reza Olga Efendi Holan Lina Rohmatun Nisa' Luluk Iffatur Rocmah Luminaries, Rayan Asa Malik, Wildan Maulana Mashudi, Kojin Masrokan M, Prim Masrokan, Prim May Maharani May Roni Miftahul Mushlih Mirza, Hanna Julia Moch Gufron Muh Ibnu Sholeh Muhajir, As'aril Muhajir, As’aril Mujamil Qomar Mukhlas, Oyo Sunaryo Mulya Gusman Mutiara Sukama Mu’arif , Samsul Nabilah Ardelia Arianto Nafi'atul Hasanah Nandang Ihwanudin Ndanda Ambarawadi nikmah, laily faridhatun Nisa, Wakhida Fatikhatun Noly Shofiyah Nur Alamsyah, Mochamad NUR FADILAH Oktarena, Amalia Prasetya Nugraha Prastiwi, Meilinda Ade Prianti, Rahmawati Antinie Puspita Cahyaningsih Putra, Muhammad Fikriansyah Fenan Rahma Trimukti Mahanani Rembrandt Rifqiyah, Ulfatur Ririn Dwi Agustin Riskina Agustin Elba Romandoni, Ilham Yahya Rozamala Maulida Sahri Sahri Sakinah, Gina Salsabila Nahdiaturrosidah Santika, Nyi Ayu Saptiani, Fenny Sa’diah, Sayyidati Septi Budi Sartika Shobirin, Mochammmad Syafiuddin Simbolon, Rinaldo Siti Muslimah Siti Nadhiroh, Siti Sri Waluyo Staniyah, Alfi Mardhiyatus Sulistyorini Sultan, M Iqbal Susana, Lina Marlina Syah, Nur Hasan Tripalupi, Ramadhani Irma Tristianti, Rosulita Udin Saripudin Umar, Iswandi Vevy Liansari Widyasmoro, Doni Winda Septiani Yanti, Dian Apri Yasin, Hasna Nun Tri Asyifa Yunus, Ayi Yuristama, Agus Prakarsa Zahrotunnisa` Siswahyuningsih