Implementation of Digital Transformation-Based Education Policy in Improving Customer Service Quality
Author : Masngut, Achmad Patoni and Abd. Aziz
Abstract :
MTsN 1 Tulungagung has successfully implemented a comprehensive digital transformation in education. This research analyzed the interpretation, communication, organization, application, and evaluation of these policies, revealing their impact on customer service quality. The study found that the madrasah effectively developed various digital-based educational and administrative services, prepared infrastructure, enhanced digital competencies, and ensured effective policy communication. The organization of the policy was also well-managed, with resources, disposition, and bureaucratic structure supporting implementation. The application of the policy was realized through the development of digital products like websites and e-learning platforms, as well as human resource development through training and creative content creation. The madrasah successfully built a positive digital environment with technology-based governance, literacy, and learning management. Regular and comprehensive evaluations were conducted, covering process, output, and outcome aspects. These evaluations are used to make improvements, ensuring the madrasah remains at the forefront of technology-based educational innovation. The research contributes to the understanding of digital transformation in Islamic educational institutions and provides practical insights for other madrasahs. A key finding is the need for a Smart Digital Management System to further enhance customer service quality.
Keywords :
Education policy, digital transformation, customer service
