Enhancing Customer Satisfaction through Excellent Service Management in Educational Institutions: A Case Study of Sukma Bangsa School, Pidie

Abstract

This study explores the implementation of excellent service management in improving customer satisfaction at Sukma Bangsa School in Pidie District. As educational institutions face increasing expectations from students and parents, delivering high-quality services has become essential. The research aims to examine how service excellence through teacher professionalism, effective communication, supportive infrastructure, and responsive administration contributes to stakeholder satisfaction. Using a qualitative descriptive approach, data were collected through interviews, observations, and document analysis. The findings reveal that the school has implemented structured programs focused on continuous teacher development, open communication with parents, and regular evaluations of service quality. The majority of stakeholders expressed satisfaction, particularly in the areas of teaching, facilities, and school responsiveness. However, challenges such as limited resources and the need for more frequent training remain. The study concludes that excellent service management significantly enhances customer satisfaction and institutional reputation. Recommendations include improving infrastructure, increasing stakeholder involvement, establishing a customer service unit, and seeking alternative funding sources. These measures are essential for sustaining quality and meeting evolving educational demands. This research contributes to the broader discourse on educational management and offers practical insights for schools aiming to improve service delivery and stakeholder trust.