Madrasah Excellent Service Management in Improving Customer Satisfaction

This research addresses the evolving challenges faced by Islamic educational institutions, emphasizing the crucial need for timely adaptation to technological advancements. Focused on MTsN 1 Tulungagung and MTsN 2 Blitar, the research investigates the impact of excellent services on customer satisfaction through planning, implementation, evaluation, and follow-up actions. Utilizing a qualitative multisite research design, data collection involves participant observation, interviews, and documentation, with single-site and cross-site analysis techniques applied.

The findings reveal that planning excellent services in Madrasah aims to align with educational policies, address student concerns, and meet customer needs. Implementation includes curriculum alignment, additional subjects, and diverse information services. Evaluation utilizes institutional and personal approaches, measuring success through increased public interest and institutional achievements. Follow-up actions involve collaborative decision-making and continuous improvement. This research contributes insights for Madrasahs striving to excel in providing dynamic and satisfying educational services.