Optimalisasi Kepuasan Orang Tua dan Peserta Didik terhadap Layanan Sekolah Melalui Implementasi Total Quality Management

Abstract

This study analyzes the implementation of Total Quality Management (TQM) in improving parent satisfaction of students at MIN 2 Malang City. The qualitative approach used, collecting data through interviews (head of madrasah, teachers, students and parents), observation, and document review. Data analysis using the Miles and Huberman method. The findings show active parent participation, facilitated by the “Golden Triangle” between the Ministry of Religious Affairs, schools, and parents. Parents contribute through school committees and class associations, participating in school program planning. Effective school human resource management, including regular staff meetings and professional development programs also contribute to parent satisfaction. A comprehensive evaluation system, which incorporates feedback from parents, alumni, and public reviews ensures continuous improvement. The parent satisfaction rate of 80% and the number of graduates accepted into leading high schools indicate the effectiveness of the strategies implemented. Future plans include increasing alumni involvement and improving parent communication.