Building Santri Loyalty Through Total Quality Service in Pesantren

Abstract

The measurement of a good educational service is currently measured by the satisfaction and loyalty of its students. Therefore, Total Quality Service (TQS) is an appropriate quality management concept that can be applied in educational institutions, especially Islamic boarding school educational institutions, so as to build student loyalty. The writing of this scientific paper has a significant goal in building student loyalty so that they continue to be regular customers in using the services of educational institutions from year to year through Total Quality Service at Nurul Qadim Islamic boarding school. Thus, this research focuses on TQS in the context of improving human resources (HR) educators. The approach taken in this research is a qualitative approach with the type of case study. In collecting data, researchers use observation and interview techniques. The results of this study show that building student loyalty through the application of TQS in the context of improving the human resources of educators is carried out using 5 TQS focus areas, namely; customer focus, total engagement, measurement, systematic support, and continuous improvement using the PDCA cycle model, also includes new programs as a form of support from the institution in building students' love for the books of Salaf. And the findings in the field show that student satisfaction is created when they feel happy and comfortable with the services they get, so that students become more loyal in using the services of educational institutions in Islamic boarding schools continuously.

Keywords

• student loyalty
• total quality service
• student loyalty, total quality service, human resources