Wardana, Adi Kusuma (2025) IMPLEMENTASI SERVICE EXCELLENT DALAM RANGKA MENINGKATKAN MUTU LAYANAN PENDIDIKAN INKLUSI DI SDIT AZ-ZAHRA CIBITUNG KABUPATEN BEKASI. Magister (S2) thesis, Universitas Islam 45.
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Abstract
This study aims to analyze the implementation of service excellent principles in improving the quality of inclusive education services at SDIT Az-Zahra Cibitung, Bekasi Regency. This research employs a qualitative approach with a case study method. Data were collected through in-depth interviews, participatory observation, and documentation. Data analysis was conducted interactively through data reduction, data display, and conclusion drawing. The findings reveal that the implementation of service excellent at the school has been carried out fairly well, guided by the A6 indicators (Ability, Attitude, Appearance, Attention, Action, and Accountability). Although some challenges persist—such as limited teacher training, inadequate inclusive facilities, and the absence of structured SOPs for inclusive services—the values of inclusion have been deeply internalized within the school’s work culture. The quality of inclusive education services produced can be assessed through SERVQUAL indicators: tangible, reliability, responsiveness, empathy, and assurance. Overall, the school has succeeded in creating an educational environment that is humane, responsive, and equitable for students with special needs. Keywords: Service Excellent, Inclusive Education, Quality of Service, SDIT Az-Zahra
| Item Type: | Thesis (TA, Skripsi, Tesis, Disertasi) (Magister (S2)) | |||||||||
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| Contributors/Dosen Pembimbing,NIDN Dosen bisa diakses di LINK https://bit.ly/NIDNdosenunismabekasi: |
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| Keywords / Kata Kunci: | Service Excellent, Inclusive Education, Quality of Service, SDIT Az-Zahra | |||||||||
| Subjects: | Manajemen Pendidikan Pendidikan Agama Islam |
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| Faculty: | Sekolah Pascasarjana > Magister Manajemen Pendidikan Islam S2 | |||||||||
| Depositing User: | Mr. Adi Kusuma | |||||||||
| Date Deposited: | 30 Sep 2025 04:13 | |||||||||
| Last Modified: | 30 Sep 2025 04:13 | |||||||||
| URI: | http://repository.unismabekasi.ac.id/id/eprint/8797 |
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