Customer Satisfaction in Non-Profit Oriented Institutions: Studies at Islamic Higher Education

Abstract

Non-profit institutions or non-profit organizations are institutions that do not aim to seek financial gain but to improve the welfare of the community. This study aims to measure the level of customer satisfaction with the services and facilities provided by non-profit institutions in one of the Islamic Higher Education, namely KH. A. Wahab Hasbullah University, Jombang. This study uses the type of field research (field research) because the research data is obtained by the method of distributing questionnaires to respondents. Furthermore, the results of the respondent's questionnaire are presented in the form of graphs and tables of the percentage of respondents' assessments of the level of customer satisfaction which are implemented in the mission of the Tri Dharma of Higher Education. The results of the study indicate that there are still many things that need to be evaluated as a basis for improving the quality of service in The Islamic Higher Education in an effort to fulfill obligations in increasing customer satisfaction.