CD Tesis

Analisis Kepuasan Kualitas Pelayanan Mts Al-Muttaqin Pekanbaru Sebagai Pembentuk Citra Sekolah Dan Customer Loyalty

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Schools as educational institutions are always trying to improve the quality of
school education. One thing that can be done is to fulfill the need for good service
quality. This study aims to determine customer satisfaction based on the quality of
school services that are able to form the school's image and customer loyalty at
MTs Al-Muttaqin Pekanbaru. The sample of respondents is students with a total of
151 respondents.
The research approach used is descriptive quantitative research and to
strengthening of the research results was carried out by interviewing with a
descriptive qualitative approach. The research data collection was carried out
using a survey method for measuring customer satisfaction, feeling the indicators
used in measuring servqual (service quality). There are 5 (five) dimensions that
are measured, namely: Dimensions of tangible, reliability, responsiveness,
assurance, and empathy. The data were then analyzed by analysis of the results of
validation, univariate analysis, servqual analysis, and importance performance
analysis. Validation data analysis was carried out using a descriptive quantitative
approach, then univariate analysis, servqual analysis, and importance
performance analysis were carried out using a descriptive quantitative approach.
The strengthening of the research results was carried out by interviewing with a
descriptive qualitative approach.
Based on research results, there are differences between expectations and
reality for all dimensions of the measured school service quality. This indicates
that customer satisfaction has not been achieved when referring to the theory of
customer satisfaction. Some of the attributes need to be corrected in accordance
with the results of the research obtained. Continuous improvement needs to be
done by the school to achieve the level of customer satisfaction. Some attributes
that have had good performance need to be maintained.
Based on the average value of the expected dimensions of physical evidence
and responsiveness gave the highest contribution to customer satisfaction
(students), while the assurance factor gave the lowest contribution to customer
satisfaction (students). The average reality/performance value provides an
explanation that the physical evidence dimension contributes the highest to
customer satisfaction (students), while the responsiveness dimension contributes
the least to customer satisfaction (students).
Based on the strengthening of the results carried out, it shows that physical
evidence is something that needs to be improved, but in terms of teacher quality,
schools are good at providing quality educators for students and are able to act
as bridges to establish good communication with parents and able to create a
positive perception of the school.
Key Words : Service Quality, Customer Satisfaction, TQM (Total Quality
Management), School Image, and Customer Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2010247638

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Pendidikan Ekonomi., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2010247638

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PENDIDIKAN EKONOMI

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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