KUALITAS PELAYANAN BIRO KONSULTASI DAN KONSELING KELUARGA SAKINAH DI MASJID AL-FALAH SURABAYA

ABSTRACT

The quality of service in an institution is important in improving the quality of service, so that it can create a sense of satisfaction and trust in the institution. Especially in non-profit organizations, the quality of service is useful for satisfying customers in the long term. The sakinah family consultancy agency is a consulting agency under the auspices of the Al-Falah Mosque in Surabaya. The sakinah Al-Falah family consulting service institution in Surabaya aims to help solve family problems based on the Qur'an and the Sunnah of the Prophet in accordance with the needs of the times. This study uses a qualitative method using a case study approach which was carried out at the Al-Falah Mosque in Surabaya. Data collection techniques in
this study used interview, observation, and documentation techniques. The results of this study indicate that based on the Tangible Reliability Responsiveness Assurance
Empathy aspect of the Sakinah Family Consultation at Al-Falah Mosque, Surabaya as a whole it is in accordance with customer expectations in its services.

Keywords: Quality of service, Tangible, Reliability, Responsiveness, Assurance, Empathy, Mosque management