EXCELLENT SERVICE PLANNING IN INCREASING LEARNING SATISFACTION AT MAN 1 MAGETAN, INDONESIA
Keywords:Excellent Service, Learning Satisfaction, Dimensions of Excellent Service, MAN 1 Magetan, Zeithaml theory
Educational institutions that play a vital role in national development must stay attuned to evolving science, technology, and consumer demands. Achieving this requires professional management to maintain educational quality, focusing on delivering excellent services that cater to customer needs and enhance satisfaction. This study investigates how to plan excellent services to boost learning satisfaction at MAN 1 Magetan, utilizing a qualitative multi-site research approach.
Data collection involved participant observation, documentation, and in-depth interviews, while analysis employed Miles and Huberman techniques. Data validation occurred through peer discussions, data source triangulation, and method triangulation. The research outlines a process for planning excellent services, which includes program planning, curriculum innovation, tailored class services, human resource development, and strengthening extracurricular activities. The dimensions of excellent service identified are reliability, responsiveness, assurance, empathy, and tangibility.
The findings align with Zeithaml's theory of five service dimensions. Notably, tangibility and assurance emerged as the most crucial factors influencing learning satisfaction. This research underscores the importance of providing excellent services in education and offers a valuable roadmap for enhancing learning experiences
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Copyright (c) 2023 Nasta’in, Ahmad Tanzeh, Abd. Aziz
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