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Improving the Service Quality of Islamic Boarding School based on Importance Performance Analysis Results

Author

Listed:
  • Asep Saifuddin Chalim

    (State Islamic University of Sunan Ampel (UINSA), Surabaya Indonesia, Islamic Religious Institutes of Al-khoziny, Buduran, Sidoarjo, Indonesia)

  • Mauhibur Rakhman

    (Faculty of Tarbiyah, Institut Pesantren KH Abdul Chalim, Mojokerto, Indonesia)

  • Fadly Usman

    (Department of Urban and Regional Planning, Brawijaya University, Indonesia)

Abstract
Service quality is very importance aspect in a boarding school. In this research, an importance-performance analysis enables to evaluate the weaknesses of an Islamic boarding school according to service quality factors. This study attempts to understand stakeholders’ expectations and perceptions toward boarding school and shows the usefulness of the Importance-performance analysis grid in evaluating the service quality of school. This research identifies 35 items and each item is rated using the 5-point of Likert scale. The results are obtained from 350 respondents from students, teachers, and parents. The final results of importance-performance grid show that 12 items fall into quadrant of “Keep up the good work”, and 18 items fall into the “Concentrate here” quadrant, 3 items fall into quadrant of “Low priority”, and 2 items fall into “Possible overkill” quadrant. The findings of the research show that a school management and facilities aspect are necessary to better organizational characteristics and enhance the service quality of school. The results are useful in identifying marketing strategic and help the boarding school develop better service quality. Classification JEL : A21; C38; I23; M12.

Suggested Citation

  • Asep Saifuddin Chalim & Mauhibur Rakhman & Fadly Usman, 2016. "Improving the Service Quality of Islamic Boarding School based on Importance Performance Analysis Results," Review of Social Sciences, LAR Center Press, vol. 1(2), pages 1-6, February.
    • Handle: RePEc:lrc:larrss:v:1:y:2016:i:2:p:1-6
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    References listed on IDEAS

    as
    1. Abalo, Javier & Varela, Jesus & Manzano, Vicente, 2007. "Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings," Journal of Business Research, Elsevier, vol. 60(2), pages 115-121, February.
    2. Kurt Matzler & Elmar Sauerwein & Kenneth Heischmidt, 2003. "Importance-performance analysis revisited: the role of the factor structure of customer satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(2), pages 112-129, March.
    3. Hsin-Hung Wu & Jiunn-I Shieh, 2010. "Quantifying uncertainty in applying importance-performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(5), pages 997-1003, August.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Boarding school; importance-performance analysis; Islamic education.;
    All these keywords.

    JEL classification:

    • A21 - General Economics and Teaching - - Economic Education and Teaching of Economics - - - Pre-college
    • C38 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Classification Methdos; Cluster Analysis; Principal Components; Factor Analysis
    • I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation

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