BUILD PUBLIC TRUST THROUGH EXCELLENT SERVICE IN SCHOOL

DOI: https://doi.org/10.33650/al-tanzim.v5i3.2978

Authors (s)


(1) * M Yunus Abu Bakar   (Islamic Education Department, Universitas Islam Negeri Sunan Ampel, Surabaya, East Java)  
        Indonesia
(2)  Hasan Baharun   (Islamic Educational Management Department, Universitas Nurul Jadid, Probolinggo, East Java,)  
        Indonesia
(3)  Maulidatul Hasanah   (Islamic Educational Management Department, Universitas Nurul Jadid, Probolinggo, East Java,)  
        Indonesia
(*) Corresponding Author

Abstract


This study aims to understand the implementation of excellent service in increasing public trust at SMA Nurul Jadid, Paiton, Probolinggo. This research uses a qualitative case study approach. The data collection technique is done through observation, interviews, and documentation. The data analysis technique was carried out through data reduction, data exposure, and concluding. The results showed that excellent service at SMA Nurul Jadid was implemented to increase public trust through; tangible modality, creating good communication, in-service training, the interconnection between employees, and an integrated approach to quality service. This research has implications for the importance of excellent service for every educational institution to ensure the loyalty of madrasa residents both internally and externally.



Keywords

Excellent Service, Public Trust, Customer loyalty



Full Text: PDF



References


Afriza, E. F., Arnasik, S., & Hermawan, Y. (2019). Transformasi Kepemilikan dari Swasta ke Pemerintah: Implementasi Pelayanan Prima Universitas Siliwangi kepada Mahasiswa. Jurnal Muara Ilmu Ekonomi Dan Bisnis, 3(1), 209–218.

Alif, A. A. S. (2020). Implementasi Service Excellence oleh Customer Service pada BMT Bismillah Sukorejo. Balanca: Jurnal Ekonomi dan Bisnis Islam, 2(1), 15–23. https://doi.org/10.35905/balanca.v2i1.1344

Amir. (2021). Curriculum Management In Improving Competitive Advantage in Madrasah. Managere: Indonesian Journal of Educational Management, 3(2), 53–61.

Baharun, H., & Ardillah, R. (2019). Virtual Account Santri: Ikhtiyar Pesantren dalam Memberikan Layanan Prima Berorientasi Customer Satisfaction. Islamiconomic: Jurnal Ekonomi Islam, 10(1), 1–20.

Chandra, T., Ng, M., Chandra, S., & Priyono. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109–131. https://doi.org/10.17499/jsser.12590

Dakir, Fauzi, A., & Anwar, K. (2020). Pesantren Quality Management; Government Intervention In The Policy of The Pesantren Law In Indonesia. International Journal of Innovation, Creativity and Change, 3(14), 1603–1620.

Dinh, H.-V. T., Nguyen, Q. A. T., Phan, M.-H. T., Pham, K. T., Nguyen, T., & Nguyen, H. T. (2021). Vietnamese Students’ Satisfaction toward Higher Education Service: The Relationship between Education Service Quality and Educational Outcomes. European Journal of Educational Research, 10(3), 1199–1213.

Farisi, Y. Al. (2021). Improving The Quality of Human Resources In Madrasah. Managere: Indonesian Journal of Educational, 3(2), 75–83.

Fauzi, I. (2021). Analysis of PTKIN Opportunities: Quality Measurement Through The Malcolm Baldrige Criteria for Using The World Class Universty. Al-Tanzim: Jurnal Manajemen Pendidikan Islam, 5(1), 1–13.

Fredy, F., Tembang, Y., & Purwanty, R. (2019). Analisis Kepuasan Orangtua dan Siswa terhadap Kualitas Layanan Pendidikan Dasar. Musamus Journal of Primary Education, 2(1), 59–66.

Ilyasin, M., & Zamroni, Z. (2017). Balanced Scorecard: A Strategy for the Quality Improvement of Islamic Higher Education. Dinamika Ilmu, 17(2), 223–236. https://doi.org/10.21093/di.v17i2.703

Krisdiyanto, G., Muflikha, M., Elvina Sahara, E., & Mahfud, C. (2019). Sistem Pendidikan Pesantren Dan Tantangan Modernitas. Tarbawi: Jurnal Ilmu Pendidikan, 15(1), 11–21.

Kurbani, A. (2017). Pengaruh Kualitas Layanan Akademik dan Fasilitas Pendidikan terhadap Kepuasan Mahasiswa Kuliah pada Universitas PGRI Palembang. Jurnal Media Wahana Ekonomika, 13(4), 22–35.

Liu, Q. (2020). The impact of quality assurance policies on curriculumpostsecondarydevelopmenteducationin Ontario. Canadian Journal of Higher Education, 50(1), 53–67. https://doi.org/10.7202/1069651ar

Mundiri, A., & Jannah, F. (2021). Quality Assurance of Education in Senior High School during Covid-19 Pandemic. Al-Ishlah: Jurnal Pendidikan, 13(3), 2203–2212.

Osman, A. R., Sohel-Uz-zaman, A. S. M., Ashraf, M. A., & Uddin, A. (2020). Vindicating service quality of education through structural equation modeling (SEM): International students’ perspective. International Journal of Higher Education, 9(3), 158–172. https://doi.org/10.5430/ijhe.v9n3p158

Paryanti, A. B. (2018). Implementasi E-Service Untuk Pelayanan Prima dengan Metode Pieces Framework. CKI on Spot, 11(1), 61–82.

Pratiwi, P. N., Rahmanto, A. N., & Slamet, J. (2019). Analisis E-Word of Moud dalam Perspektif Consumer Trust. Intelektiva: Jurnal Ekonomi, Sosial Dan Humaniora, 3(2), 1–10.

Puspitasari, F. F. (2019). Implementasi Pelayanan Prima Sebagai Upaya Meningkatkan Marketing Sekolah. Jurnal Manajemen Pendidikan Islam, 4(1), 30–36.

Rahman, K. (2018). Perkembangan Lembaga Pendidikan Islam Di Indonesia. New England Journal of Medicine, 372(2), 2499–2508.

Ramadhana, M. R., & Sudrajat, R. H. (2020). Pelatihan Komunikasi Efektif dalam meningkatkan Pelayanan Prima di Instansi Pemerintahan Provinsi Jawa Barat. Dinamisia : Jurnal Pengabdian Kepada Masyarakat, 4(4), 693–700. https://doi.org/10.31849/dinamisia.v4i4.4099

Salim, S., & Hasanah, E. (2021). Principal Leadership in Developing Al-Qur’an Learning Management. Al-Tanzim: Jurnal Manajemen Pendidikan Islam, 5(1), 83–94. https://doi.org/10.33650/al-tanzim.v5i1.1673

Sameena, T. K. (2020). Students’ Perception on Core Service Quality in Higher Education Institutions in UAE. Shanlax International Journal of Education, 8(2), 43–49. https://doi.org/10.34293/education.v8i2.1877

Sasmito, A. P., Kustono, D., & Elmunsyah, H. (2020). Conceptual Model for Improving Quality of Teacher in Indonesian Vocational School. International Journal of Evaluation and Research in Education, 9(1), 39–44. https://doi.org/10.11591/ijere.v9i1.20390

Sirajuddin, S. M., & Atrianingsi, A. . (2020). Kepercayaan Publik (Public Trust) Terhadap E-Government : Studi Kasus Penggunaan E-Mobile BPJS Kesehatan di Kota Makassar. Publik (Jurnal Ilmu Administrasi), 9(1), 80. https://doi.org/10.31314/pjia.9.1.80-88.2020

Sudjiani, E., Kusjono, & Subarto, G. (2019). Pengaruh Citra dan Kualitas Layanan Pendidikan Terhadap Kepuasan Peserta Didik di Sekolah Cikal Harapan. Jurnal Ilmiah Feasible, 1(2), 123–137.

Sugilar. (2020). The role of service quality management in students’ re-enrollment. Turkish Online Journal of Distance Education, 21(1), 45–56. https://doi.org/10.17718/tojde.690335

Tanjung, R., Cecep, Sulaeman, D., Hanafiah, & Arifudin, O. (2019). Manajemen Pelayanan Layanan Pembelajaran (Studi Kasus di STIT Rakeyan Santang Karawang). Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 3(1), 234–242. https://doi.org/10.31955/mea.vol3.iss1.pp234-242

Tsamara, A. N., & Nugraha, J. (2020). Penerapan Service Excellence sebagai Upaya Peningkatan Kualitas Layanan Humas Pemerintah Kota Surabaya (Studi Pada Koridor Co-Working Space). Jurnal Pendidikan Administrasi, 9(2), 224–235.

Umam, M. K. (2019). Lembaga Pendidikan Islam dalam Telaah Lingkungan Strategik. Jurnal Tinta, 1(2), 16–29.


Article View

Abstract views : 176 times | PDF files viewed : 62 times

Dimensions, PlumX, and Google Scholar Metrics

10.33650/al-tanzim.v5i3.2978


Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 M Yunus Abu Bakar, Hasan Baharun, Maulidatul Hasanah

Creative Commons License
 
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Al-Tanzim : Jurnal Manajemen Pendidikan Islam
Published by Islamic Faculty of Nurul Jadid University, Probolinggo, East Java, Indonesia.