MUTU LAYANAN PENDIDIKAN DI PONDOK PESANTREN IMAM AN-NAWAWY KECAMATAN RANTAU SELATAN KABUPATEN LABUHANBATU TAHUN PELAJARAN 2023/2024

Abstract

Good service quality performance is expected to meet consumer expectations and if expectations are met then community satisfaction can be met both in the aspects of physical evidence, reliability, responsiveness, empathy and guarantee which are indicators of service quality at the Imam An-Nawawy Islamic Boarding School, Rantau Selatan District, Regency Labuhanbatu. This research aims to determine: (1) aspects of physical evidence (tangibles), (2) aspects of empathy (empathy), (3) aspects of reliability, (4) aspects of responsiveness, and (5) aspects of assurance (assurance). , at the Imam An-Nawawy Islamic Boarding School, Rantau Selatan District, Labuhanbatu Regency.The approach used in this research is qualitative research with a descriptive type of analysis. Data from each dimension of service quality in this research was collected through interview, observation and documentation techniques. The research data were analyzed using triangulation techniques. The results of the research prove that: (1) The quality of services is a physical evidence (tangible) aspect of the availability of facilities and infrastructure that support learning, such as library facilities and UKS rooms and mosques, which are available at the Imam An-Nawawy Islamic Boarding School. The Imam An-Nawawy Islamic Boarding School, Rantau Selatan District, Labuhanbatu Regency continues to provide health facilities and infrastructure services to boarding students. (2) The quality of service in the empathy aspect is shown by concern for service users, in this case students, attention to students who have below average ability levels. (3) The quality of service aspect of reliability is providing services that are in accordance with what was promised, every information submitted is accurate and on target. (4) The quality of service in the responsiveness aspect of the Imam An-Nawawy Islamic Boarding School, Rantau Selatan District, Labuhanbatu Regency is demonstrated by the willingness and ability to help with difficulties faced by students and respond quickly to any input, both criticism and suggestions. (5) The quality of service aspect of assurance (assurance) creates trust and provides assurance to customers that the level of success of the learning process at the Imam An-Nawawy Islamic Boarding School, Rantau Selatan District, Labuhanbatu Regency and the output is quite satisfactory. Adequate teacher competency based on education and staffing levels. The guarantees provided include the number of graduates reaching one hundred percent, the number of graduates accepted into secondary schools and outstanding academic abilities