The Effect of Total Quality Service with E-Bekal on Customer Satisfaction

Abstract

This study aims to examine the public's perception of the services quality provided by the Nurul Jadid Islamic Boarding School through the application of E-Bekal as an Islamic boarding school innovation in the face of the Revolution 4.0 era. The quantitative correlational approach was applied in this investigation. The data was gathered through observation and the distribution of questionnaires. A total of 125 people were surveyed, including guardians and alums. Somers'D correlation analysis was used to do the data analysis. The findings show that total quality service has a joint influence on customer expectations and satisfaction with the quality of services provided by Nurul Jadid Islamic Boarding School through the application of the E-Bekal santri service, with a significance value of 0.05 and has a positive correlation with the coefficient value of 0.863 on the customer expectation variable, and 0.540 on the satisfaction variable. Consumer expectations and satisfaction are both influenced by total quality service.