Vol.12, No.1, February 2023.                                                                                                                                                                              ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

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


Zamroni Zamroni, Hasan Baharun, Abd Hamid Wahid, Chusnul Muali,Shafa Maliya Fitriyah Sumarhum


© 2023 Hasan Baharun, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 12, Issue 1, Pages 351-356, ISSN 2217-8309, DOI: 10.18421/TEM121-44, February 2023.


Received: : 13 September 2022.

Revised:   29 October 2022.
Accepted:  05 November 2022.
Published: 27 February 2023.




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.


Keywords –Total Quality Service, consumer, perception.



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