Strategi Penjaminan Mutu dalam Meningkatkan Kualitas Layanan Pendidikan
Keywords:
Educational Quality Assurance, Continuous Quality Improvement, Service Quality.
Abstract
The quality of educational services is determined not only by academic achievement but also by the quality of the learning process, institutional support, students’ experiences, and the institution’s ability to meet the needs of stakeholders. This study aims to analyze educational quality assurance strategies for improving service quality through the integration of the perspectives of Total Quality Management (TQM), educational quality assurance, continuous quality improvement (CQI), quality culture, and service quality. The study employs a literature review using a systematic literature review approach, with reporting guided by PRISMA 2020. The literature was obtained from Scopus, Google Scholar, and ScienceDirect and was subsequently analyzed using thematic analysis and conceptual synthesis. The findings show that the effectiveness of quality assurance is influenced by leadership, stakeholder engagement, data-based evaluation, quality culture, and continuous quality improvement. Quality assurance does not automatically improve service quality but contributes to improvement through the utilization of evaluation results to identify gaps and continuously improve processes. Therefore, quality assurance strategies should move beyond mere compliance with standards toward a quality management system oriented toward process improvement and enhancement of educational service quality.
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References
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Wick, C. W., & León, L. S. (1995). From ideas to action: Creating a learning organization. Human Resource Management, 34(2), 299–311. https://doi.org/10.1002/hrm.3930340207
Williams, J. (2026). Quality assurance and quality enhancement: Is there a relationship? Quality in Higher Education, 22(2), 97–102. https://doi.org/10.1080/13538322.2016.1227207
Yang, Q., Ahmad, J., & Hamid, A. H. B. A. (2026). Application of total quality management on higher education teaching quality: A systematic review based on PRISMA, and research implications (2015–2025). International Journal of Learning, Teaching and Educational Research, 25(8), 1135–1154. https://doi.org/10.26803/ijlter.25.8.45
Afriadi, B., Fatkar, B., Mirza, M., Fitri, F., Nur, M., Sobirov, B., Oli, M. C., Simorangkir, M. R. R., Isnaniah, I., & Prastowo, S. L. (2023). Systematic review of education quality assurance management in schools method matching. International Education Trend Issues, 1(2), 58–67. https://doi.org/10.56442/ieti.v1i2.146
Cheng, M. (2017). Reclaiming quality in higher education: A human factor approach. Quality in Higher Education, 23(2), 153–167. https://doi.org/10.1080/13538322.2017.1358954
Cholidi, M. F. (2026). Roadmap menulis artikel ilmiah (Teori, metode, dan penelitian dalam studi Al-Qur'an dan tafsir). CV. Eureka Media Aksara.
Daresh, J. C. (2001). Supervision as proactive leadership (3rd ed.). Waveland Press.
Fellague, M. (2020). The role of organizational culture in commitment to implement total quality management (Case study of Algerian public companies). Economics, 8(2), 55–68. https://doi.org/10.2478/eoik-2020-0016
Harahap, M. S., Gultom, S., Darwin, Rosnelli, & Nasution, N. F. (2023). Kajian implementasi SPMI (Sistem Penjaminan Mutu Internal) sekolah dan perguruan tinggi di Indonesia. Jurnal Education and Development, 11(1), 447–480. https://doi.org/10.37081/ed.v11i1.4616
Harvey, L. (2024). What have we learned from 30 years of quality in higher education: Academics' views of quality assurance. Quality in Higher Education, 30(3), 360–375. https://doi.org/10.1080/13538322.2024.2385793
Hasanah, Marini, A., & Zakiah, L. (2025). Comprehensive factors influencing the success of internal quality assurance systems in elementary schools: Resources, leadership, and community support. Jurnal Pendidikan Administrasi Perkantoran (JPAP), 13(1), 440–450. https://doi.org/10.26740/jpap.v13n1.p440-450
Higgins, J. P. T., Thomas, J., Chandler, J., Cumpston, M., Li, T., Page, M. J., & Welch, V. A. (Eds.). (2019). Cochrane handbook for systematic reviews of interventions. John Wiley & Sons.
Krooi, M., Whittingham, J., & Beausaert, S. (2024). Introducing the 3P conceptual model of internal quality assurance in higher education: A systematic literature review. Studies in Educational Evaluation, 82, 101360. https://doi.org/10.1016/j.stueduc.2024.101360
Kurnia, W. I., Wahyuni, R. H. S., Buton, A., & Tuankotta, M. H. (2019). Strategi peningkatan kualitas pelayanan pendidikan pada perguruan tinggi. Journal of Industrial Engineering Management, 4(2), 11–22. https://doi.org/10.33536/jiem.v4i2.449
Laili, N., Narimo, S., & Fathoni, A. (2026). Enhancing school quality assurance through educational service quality management. Jurnal Relevansi: Ekonomi, Manajemen dan Bisnis, 10(4), 683–694. https://doi.org/10.61401/relevansi.v10i4.403
Le Hang, N. T. (2018). Quality assurance in higher education: Implications for Vietnamese universities. NU Journal of Foreign Studies, 34(5). https://doi.org/10.25073/2525-2445/vnufs.4303
Liu, T., & Changsheng, M. (2023). Research on the construction of quality assurance system in higher education teaching. Frontiers in Educational Research, 6(30), 42–46. https://doi.org/10.25236/FER.2023.063007
Moosavi, A., Mohseni, M., Ziaiifar, H., Azami-Aghdash, S., Gharasi Manshadi, M., & Rezapour, A. (2017). The quality of educational services from students' viewpoint in Iran: A systematic review and meta-analysis. Iranian Journal of Public Health, 46(4), 447–455.
Najmah, Adelliani, N., Sucirahayu, C. A., & Zanjabila, A. R. (2023). Analisis tematik pada penelitian kualitatif. Salemba Medika.
Oktavia, N. (2015). Sistematika penulisan karya ilmiah. CV. Budi Utama.
Pramono, S. E. (2024). Quality assurance in higher education: Trends and insights from a systematic literature review. Edelweiss Applied Science and Technology, 8(6), 6579–6588. https://doi.org/10.55214/25768484.v8i6.3410
Praraksa, P., Sroinam, S., Inthusamith, M., & Pawarinyanon, M. (2015). A model of factors influencing internal quality assurance operational effectiveness of the small sized primary schools in Northeast Thailand. Procedia - Social and Behavioral Sciences, 197, 1586–1590. https://doi.org/10.1016/j.sbspro.2015.07.115
Pratiwi, M., & Kusumah, L. H. (2024). Enhancing the accreditation of Indonesian private universities through the integration of EduQual and accreditation standards of the BAN-PT. REID (Research and Evaluation in Education), 10(2), 227–243. https://doi.org/10.21831/reid.v10i2.76406
Purwani, N. K. I. M., Anggraini, N. P. N., & Gama, A. W. S. (2025). The influence of customer value and service quality on customer loyalty mediated by customer satisfaction at BRI Bank, Tabanan Branch Office. International Journal of Economics and Management Sciences, 2(3), 247–252. https://doi.org/10.61132/ijems.v2i3.927
Rahminawati, N. (2021). Sistem penjaminan mutu internal dalam peningkatan kualitas sekolah dasar. JAMP: Jurnal Administrasi dan Manajemen Pendidikan, 4(3), 212–219. http://dx.doi.org/10.17977/um027v4i32021p212
Rini, P. P., Sudadio, & Muhyidin, A. (2025). Quality assurance in higher education: Best practices, challenges, and future directions. PPSDP International Journal of Education (Special Issue), 4(2), 1553–1574. https://doi.org/10.59175/pijed.v4i2.869
Ryan, T. (2015). Quality assurance in higher education: A review of literature. Higher Learning Research Communications, 5(4). https://doi.org/10.18870/hlrc.v5i4.257
Susilowati, R., & Sumiati. (2025). Strategy for implementing total quality management to achieve quality education in higher education. Journal of Information Systems Engineering and Management, 10(4), 1021–1030. https://doi.org/10.52783/jisem.v10i4.10185
Talib, F., Rahman, Z., & Qureshi, M. R. (2013). An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International Journal of Quality & Reliability Management, 30(3), 280–318. https://doi.org/10.1108/02656711311299845
van Peppen, A., & van der Ploeg, M. R. (2000). Practising what we teach: Quality management of systems-engineering education. IEEE Transactions on Systems, Man, and Cybernetics, Part C (Applications and Reviews), 30(2). https://doi.org/10.1109/5326.868440
Vat, V., Chea, D., Sok, K., Kong, B., & Sam, R. (2026). Stakeholder perceptions of quality assurance and its impact on educational quality: A systematic review. European Journal of Contemporary Education and E-Learning, 4(5), 22–69. https://doi.org/10.59324/ejceel.2026.4(5).03
Wibowo, A., & Putri, S. (2021). Pedoman praktis penyusunan naskah ilmiah dengan metode systematic review. Universitas Indonesia.
Wick, C. W., & León, L. S. (1995). From ideas to action: Creating a learning organization. Human Resource Management, 34(2), 299–311. https://doi.org/10.1002/hrm.3930340207
Williams, J. (2026). Quality assurance and quality enhancement: Is there a relationship? Quality in Higher Education, 22(2), 97–102. https://doi.org/10.1080/13538322.2016.1227207
Yang, Q., Ahmad, J., & Hamid, A. H. B. A. (2026). Application of total quality management on higher education teaching quality: A systematic review based on PRISMA, and research implications (2015–2025). International Journal of Learning, Teaching and Educational Research, 25(8), 1135–1154. https://doi.org/10.26803/ijlter.25.8.45
Published
2026-10-12
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