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A. Heri Iswanto
Fakultas Ilmu Kesehatan, Universitas Pembangunan Nasional Veteran Jakarta
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Journal : PAKAR Pendidikan

 1 
Perbaikan Kualitas Layanan Pesantren Berbasis Kebutuhan Santri: Implementasi ServQual dan QFD Rahim, Abdul; Supriadi, Yudi Nur; Iswanto, A Heri
PAKAR Pendidikan Vol 23 No 2 (2025): Published in July 2025
Publisher : Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/pakar.v23i2.786

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.
Co-Authors Abdul Rahim Adjrina Dawina Putri Aghniya Choirunnisa Agustina Agustina Agustina Agustina, Frisca Ajeng Aini Nurul Alfatih S. Manggabarani Alya Zahra Hamidah Amanda, Aisyah Putri Anggraini, Anis Lusiana Anggreini, Anis Lusiana Anisya Febriyanti Anisya Febriyanti Apriliyani, Mutia Arbitera, Cahya Asti Kuwaitiningsih Astiena, Adila Kasni Astuti, Miguna Azzahra, Fitria Bustan Nurfianty Azzahra, Raisya Shafa Bahiizza Shadrina Zhafarin Cahya Arbitera Choiriah, Amalina Nur Dachlyani Yustina Dewi Dedy Irfan Dwi Wiryanti Endah Pravita Putri Endah Pravita Putri Aldia Pratama Eva Nuragustin Fadilla Azmi Faisal Marzuki Faridz, Hasbi Miftah Faza Duta Pramudyawardani Faza Duta Pramudyawardani Firda Syafitri Nurani Frisca Ajeng Agustina Haikal Ghifary Hani Putri Hardisman Hariselmi Hariselmi Hawariyah Hawariyah Hosfiar, Christarevy Renaputra Huwaydi Azzam Yusuf Istanti, Novita Dwi Iwan Kresna Setiadi Iwan Kresna Setiadi Jahira Fajri Madani Jessica Naomi Sahmauli Kania Rizqita Dewi Kazhima Alma Azzahra Keren Stelin Maliangkay Keren Stelin Maliangkay Khansa Adristi Khoirunnisa Ghefira Yusrani Kiswanto, Melda Julianti Kulsum, Annisa Ummu Kusuma, Putri Naira Laily Hanifah Lesmana, Aurelia Editha Mahardieka, Clarissa Marina Ery Setyawati Mawaddah Elbaking Muhammad Fawwaz Muhammad Fawwaz Nabila Erinaputri Nabila Erinaputri Nadya Salsabila Nashiroh, Alya Devia Nastiti, Revy Putri Natasya Nazla Natasya Nazla Prasetyo Novita Dwi Istanti Nurdiantami, Yuri Nurul Aini Prasetio Hadi Pratama Pulungan, Rafiah Maharani Purba, Shofiyyah Salma Putri Andini Novianti Putri Aulia Rosmayani Putri Naira Kusuma Putri Regita Miolda Rahmadanti, Mutia Devani Rahmah Hida Nurrizka Resa Listiani Resa Listiani Revy Putri Nastiti Rhaina Al Yasin Rika Ampuh Hadiguna Rima Semiarty Risma Pertiwi Rochmah, Diva Latifah Rossa Shafira Nur Sabrina Safanny Putri Safanny Putri Safina Annajah Safinah Annajah Salsabila, Annisya Salsabila, Annisya Putri Sarah Rania Annisa Septiana, Wulan Shifa Aulia Maghfiroh Siti Humaira Syarif Siti Humira Syarif Sri Endah Nurhidayati Syalisa Syabil Tania Rahmayanti Tania Rahmayanti Triayu Nur Afifah Ulya, Nadiyatul Ummi Rahma Ummi Rahma Vivian, Ruth YUDI NUR SUPRIADI Yuri Nurdiantami Yuri Nurdiantami Zahra Septina Zain, Nabiilah Salsa