Quality of Service and Customer Satisfaction from ROI in Pesantren: A BPS-Mediated Study

This study examines the effect of service quality and customer satisfaction on return on investment (ROI) in Pesantren (Islamic Boarding Schools) through the Education Cost of Students (BPS). Previous studies have shown that service quality and customer satisfaction are important factors that influence financial performance in educational institutions. This study seeks to answer whether these variables significantly affect ROI in Islamic boarding schools. This study hypothesizes that higher service quality and customer satisfaction lead to better ROI in Islamic boarding schools. A quantitative approach was used, using simple and multiple linear regression analysis on data from 260 respondents, with data analyzed using SPSS version 26. The results show that the quality of educational services and customer satisfaction significantly impact ROI. Each variable contributes independently and collectively to improving financial results. This finding suggests prioritizing service quality standards and customer satisfaction is a surefire strategy to improve ROI in Islamic boarding schools. This study recommends that Islamic boarding school managers improve their digital service quality standards to achieve better financial performance and maintain the sustainability of their educational institution operations. This study contributes to developing educational management through digital service applications to improve educational services' competitiveness.