Implementasi Pelayanan Prima dalam Meningkatkan Kualitas Layanan Pendidikan di Pondok Pesantren Darul Qur'an Pekanbaru

Abstract

Excellent service is an important aspect of improving the quality of educational services because it influences user satisfaction and the institution's image. In the context of Islamic boarding schools, excellent service includes administrative services, communication with students' parents, records management, and the use of information technology. This study aims to analyze the implementation of excellent service in improving the quality of educational services at Darul Qur'an Islamic Boarding School Pekanbaru and to identify the supporting factors and obstacles encountered. This study employed a qualitative approach with a descriptive method. Data were collected through observation, interviews, and documentation involving the head of administration and administrative staff, then analyzed using the Miles and Huberman model and validated through source and technique triangulation. The results show that excellent service has been implemented through friendly, responsive, and professional services, supported by organized administrative systems, systematic records management, and the utilization of information technology. Supporting factors include leadership commitment, human resource competence, and the use of information technology, while the obstacles include a high administrative workload, a large number of documents to manage, and limited supporting facilities. The implementation of excellent service contributes to improving the quality of educational services within the boarding school environment.