Analisis Kualitas Layanan di Sekolah Islam Terpadu Ar-Rayhan dengan Pendekatan Servqual

Abstract

This study aims to evaluate the quality of services at Ar-Rayhan Integrated Islamic School and its relationship to parental satisfaction. The research employed a descriptive qualitative method, with data collected through interviews, observations, and documentation. The findings indicate that, in general, parents are fairly satisfied with the school's services, particularly in the dimensions of reliability and empathy. However, there remains a gap between the expectations and the actual services received. The average score for perceived service quality was 4.27, while the expected score was 4.58, resulting in an average gap of -0.31. The largest negative gap was found in the aspect of supporting educational facilities (Gap = -2.28), reflecting a weakness in the tangibles dimension. Conversely, the highest positive gap was observed in teachers' responsiveness to students' issues (Gap = +0.20), indicating strengths in the dimensions of responsiveness and empathy. This study is expected to provide strategic input for the school to improve weaker service dimensions, so that overall service quality can better meet parents' expectations.