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




Boarding school, importance-performance analysis, Islamic education.


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.

Author Biography

Fadly Usman, University of Brawijaya

Department of Urban and Regional Planning,Engineering Faculty, University of Brawijaya


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