The Impact of Service Quality and Trust in Early Childhood Education: Why Parents Stay—or Walk Away?
Main Article Content
Fadilah Fadilah
Arie Dwi Ningsih
Rabitah Hanum Hasibuan
Improving service quality is one of the marketing strategies that emphasizes the fulfillment of customer desires. Good service quality will increase customer satisfaction. Thus, parents will trust the school if they are satisfied with the quality of its services. The more parents trust the school, the higher their satisfaction level will be. This study aims to identify the factors influencing parent satisfaction at RA Nurul Hikmah Binjai Timur. Service quality and trust are hypothesized to influence parent satisfaction. This study employs a quantitative method. Data collection techniques include questionnaires and interviews. The sampling method in this study uses random sampling with the Slovin formula at a 5% level, resulting in a sample size of 45 respondents. Data analysis in this study uses multiple linear regression analysis with the assistance of SPSS 25 software. The results of this study indicate that service quality and trust have a positive and significant influence on the satisfaction of parents of students at RA Nurul Hikmah Binjai Timur.
Adestyani, E., Rachmawati, I. K., & Handoko, Y. (2024). Pengaruh Kualitas Layanan Dan Kepercayaan Terhadap Keputusan Memilih Sekolah Melalui Kepuasan Orang Tua Di SMP Strada Budi Luhur Kota Bekasi. Journal of Science and Social Research, 4307(4), 1387–1395.
Amanda, Y., & Aprinnisa, R. D. (2024). Enhancing Gross Motor Skills In Early Childhood Through Group Play. SEULANGA: Jurnal Pendidikan Anak, 2024.
Ardiansyah, A., & Mahargiono, P. B. (2021). Pengaruh Kualitas Layanan, Harga dan Kepercayaan Terhadap Kepuasan Pelanggan Pontjo Bambang Mahargiono Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya. Jurnal Ilmu Dan RIset Manajemen, 10(2), 1–18.
Aryani, D., & Rosinta, F. (2010). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi Dan Organisasi, 17(2), 114–126. https://doi.org/10.20476/jbb.v17i2.632
Astriawati, N. (2016). Penerapan Analisis Regresi Linier Berganda Untuk Menentukan Pengaruh Pelayanan Pendidikan Terhadap Efektifitas Belajar Taruna Di Akademi Maritim Yogyakarta. Jurnal Ilmu-Ilmu Kemaritiman, Manajemen Dan Transportasi, 14(23), 22–37.
Basith, R. I., & Tathahira, T. (2023). A Comprehensive Review of Kangguru International Education Service (KIES) Course: An Evaluation of Its English Language Program. JETLEE : Journal of English Language Teaching, Linguistics, and Literature, 3(2), 120–126. https://doi.org/10.47766/jetlee.v3i2.1455
Cabero-Almenara, J., Guillén-Gámez, F. D., Ruiz-Palmero, J., & Palacios-Rodríguez, A. (2022). Teachers’ digital competence to assist students with functional diversity: Identification of factors through logistic regression methods. British Journal of Educational Technology, 53(1), 41–57. https://doi.org/10.1111/bjet.13151
Daulay, M. I. (2018). Kepuasan Orang Tua Terhadap Layanan Pendidikan Lembaga Paud Di Tk Qurrota Ayun Pekanbaru. KINDERGARTEN: Journal of Islamic Early Childhood Education, 1(1), 21. https://doi.org/10.24014/kjiece.v1i1.5520
Fadhli, M., Prasetyo, M. A. M., Siregar, M. F. Z., Pasaribu, M. H., & Sari, D. D. (2024). Perspective on improving school quality: the influence of teamwork and curriculum effectiveness in Islamic schools. Journal of Education and Learning, 18(3), 858–867. https://doi.org/10.11591/edulearn.v18i3.21226
Fazilla, S., Lisa, & Sari, D. D. (2025). Exploring the Implementation and Challenges of the Indonesian Curriculum: Pathways to Effective Education Reform. Pegem Journal of Education and Instruction, 15(4), 193–215. https://doi.org/10.47750/pegegog.15.04.18
Hardani, P., & Anggraeni, R. (2021). Kepuasan Orang Tua Siswa Terhadap Lembaga PAUD di TK Islam Al-Hikmah Kecamatan Harapan Baru, Bekasi Utara. Jurnal Pendidikan Tambusai, 5(4), 6633–6643.
Hasanah, R., & Ed, M. (n.d.). An Effort of Improving Gross Motor Abilities Through Tarek Pukat Dance in Early Children at Diana Assaffa Islamic Kindergarten Lhokseumawe. SEULANGA: Jurnal Pendidikan Anak, 43–51.
Hasibuan, R. H., Veryawan, & Tursina, A. (2021). Media Audio Visual : Pengaruhnya Terhadap Perkembangan Moral Anak Usia Dini. Pratama Widya : Jurnal Pendidikan Anak Usia Dini, 6(2), 117–125.
Ibrohim, I., Syafruddin, S., Fibriyani, V., Rukhmana, T., Andriani, N., & Sitopu, J. W. (2024). Analisis Faktor-faktor yang Mempengaruhi Tingkat Kepuasan Orang Tua Terhadap Pendidikan di Universitas. Indonesian Research Journal on Education, 4(3), 155–161. https://doi.org/10.31004/irje.v4i3.822
Ilham, M., Rahman, F., Kholid, M., & Sari, D. D. (2024). The Efficacy of e-Guru Application in Boosting Learning Effectiveness: Does It Deliver Results? International Journal of Social Learning (IJSL), 4(2), 197–209. https://doi.org/10.47134/ijsl.v4i2.257
Iqbal, M., Auliana, A., Dinda Sari, D., Rahman, F., & Haekal, M. (2023). Unveiling The Linguistic Journey: Investigating Word Class Acquisition In 3-5 Year Old Children Through A Qualitative Approach. Child Education Journal, 5(1), 61–73. https://doi.org/10.33086/cej.v5i1.4234
Marisa, M., Yolanda, & Lusia, V. (2022). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Serta Dampaknya Terhadap Loyalitas Orang Tua (Studi Kasus Pada SDIT Al Muhajirin. Jurnal Manajemen FE-UB, 10(1), 23.
Ningsih, A. D., Yus, A., & Sudrajat, A. (2022). Analisis Keterlibatan Orang Tua dalam Pengembangan Keterampilan Proses Anak Usia Dini di TK Generasi Amanah Desa Sampali Kecamatan Percut Sei Tuan Kabupaten Deli Serdang. Al Itihadu Jurnal Pendidikan, 1(1), 57–66.
Nurlaela, L. (2022). Kepuasan Orang Tua Terhadap Kualitas Pelayanan Pendidikan Di Ra Nurul Huda. Jurnal Madinasika: Manajemen Pendidikan Dan Keguruan, 4(1), 17–24. https://doi.org/10.31949/madinasika.v4i1.8429
Prasetyo, H., Setiawati, A., & Fauza, G. (2023). Applying SERVQUAL for Measuring Customer Satisfaction on Institute for Research and Community Service: A Case Studi at Universitas Muhammadiyah Surakarta. Jurnal Ilmiah Teknik Industri, 22(1), 153–160. https://doi.org/10.23917/jiti.v22i1.21321
Rahman, F., Al-Nahdi, A., & Zurriyati, Z. (2023). The (In) famous English Language Policy in Pesantren: What We Already Know and What Remains Unknown. Idarah (Jurnal Pendidikan Dan Kependidikan), 7(2), 165–182. https://doi.org/10.47766/idarah.v7i2.821
Rahmiaty, R., Kamarullah, K., Rahman, F., Haekal, M., & Hadi, W. (2025). Modernizing Higher Education in India: Quality Dimensions for Sustainable and Impactful Education. Indonesian Journal on Learning and Advanced Education (IJOLAE), 7(2), 272–294. https://doi.org/10.23917/ijolae.v7i2.8688
Sanaky, M. M. (2021). Analisis Faktor-Faktor Keterlambatan Pada Proyek Pembangunan Gedung Asrama Man 1 Tulehu Maluku Tengah. Jurnal Simetrik, 11(1), 432–439. https://doi.org/10.31959/js.v11i1.615
Sarjono, H., & Natalia, N. (2014). Servqual dalam Pelayanan Kelas pada Laboratorium Manajemen. Binus Business Review, 5(1), 404. https://doi.org/10.21512/bbr.v5i1.1262
Semuel, H., & Wijaya, V. (2017). Analisis Kepercayaan, Motivasi Dan Kepuasan Orang Tua Siswa Sma Kristen Petra 1 Surabaya. Jurnal Manajemen Pemasaran, 11(1), 1–10. https://doi.org/10.9744/pemasaran.11.1.1-10
Setyaningriani, E. D., & Suryoko, S. (2017). Pengaruh Kualitas Pelayanan terhadap Loyalitas melalui Kepuasan Pelanggan sebagai Variabel Intervening ( Studi Kasus Pada Penumpang Shuttle PO . Sumber Alam Jurusan Semarang-Cilacap ) Disusun Oleh : Eka Dewi Setyaningriani. Diponegoro Journal of Social and Politic Science, 1–7.
Sinollah, & Masruro. (2019). Dalam Membentuk Kepuasan Pelanggan Sehingga Tercipta Loyalitas Pelanggan ( Studi Kasus pada Toko Mayang Collection cabang Kepanjen ). Jurnal Dialektika, 4(1), 45–64.
Sugiono, Noerdjanah, & Wahyu, A. (2020). Uji Validitas dan Reliabilitas Alat Ukur SG Posture Evaluation. Jurnal Keterapian Fisik, 5(1), 55–61. https://doi.org/10.37341/jkf.v5i1.167
Suwanto, S., & Rahman, F. (2022). The Implementation of TEYL in Indonesia Revisited: A Study at Primary Schools in Bandung. . . IJELR: International Journal of Education, Language, and Religion, 4(1), 19–30. https://doi.org/https://doi.org/10.35308/ijelr.v4i1.5462
Triwijayanti, N., Sanoto, H., & Paseleng, M. (2022). Pengaruh Kualitas Layanan Pendidikan, Budaya Sekolah, Citra Sekolah Terhadap Kepuasan Orang Tua. Scholaria: Jurnal Pendidikan Dan Kebudayaan, 12(1), 74–80. https://doi.org/10.24246/j.js.2022.v12.i1.p74-80
Veryawan, V., Juliati, J., & Aprilia, R. (2020). Kegiatan Menggambar Bebas Menggunakan Crayon dalam Upaya Meningkatkan Kreativitas Anak Usia Dini. As-Sibyan: Jurnal Pendidikan Anak Usia Dini, 5(2), 129–138.
Veryawan, V., Tursina, A., & Hasibuan, R. H. (2021). Pemahaman orang tua terhadap kesiapan anak dalam memasuki sekolah. Connection: Jurnal Pengabdian Kepada Masyarakat, 1(2), 51–57. https://doi.org/10.32505/connection.v1i2.3258
Wulandari, D. (2024). The Effectiveness of Using Smart Box Media on Children Raudhatul Athfal Amal Bakti Muslimin Marihat Bandar Simalungun North Sumatra. SEULANGA : Jurnal Pendidikan Anak, 6(2), 17–32.
Yunita, N., & Putri, L. A. (2021). Analisis Kepuasan Orang Tua Terhadap Pembelajaran Daring Selama Masa Pandemi Covid -19. Jurnal Muara Pendidikan, 6(2), 237–247. https://doi.org/10.52060/mp.v6i2.591
Yuslih, D. F., Martono, T., & Nugroho, J. A. (2021). Pengaruh Kualitas Pelayanan Dan Citra Sekolah Terhadap Kepuasan Siswa Di Sma Negeri 1 Jatisrono. BISE : J Urnal Pendidikan Bisnis Dan Ekonomi, 7(1), 1–10.
Zalzalah, G. G., Yanti, R. F., Farhan, F., Program, S., Manajemen, F., Bisnis, U., & Pgri, Y. (2023). Pengaruh Kualitas Layanan dan Kepercayaan Terhadap Kepuasan Orang Tua Siswa TK Budi Mulia Dua Sedayu. Bisman (Bisnis Dan Manajemen): The Journal of Business and Management, 6(2), 325.
