Mohammad Haris Jamroni, Saihan Saihan, Mashudi Mashudi

Optimizing Public Services in Islamic Education: A Multi-Site Study on PTSP Management Strategies in Madrasahs

Introduction

Optimizing public services in islamic education: a multi-site study on ptsp management strategies in madrasahs. Explore PTSP management strategies optimizing public services in Islamic education. This study reveals adaptive vs. structured approaches in Madrasahs, enhancing administrative quality.

Abstract

This study aims to analyze the management strategies of the One-Stop Integrated Service (PTSP) in optimizing administrative quality within Madrasahs. Employing a qualitative multi-site case study approach, the research utilized in-depth interviews, observation, and document analysis; data were analyzed using the interactive model developed by Miles, Huberman, and Saldaña and verified through source and technique triangulation. The findings reveal that Madrasah Tsanawiyah employs an "adaptive human-touch" strategy prioritizing interpersonal relationships and flexibility, whereas Madrasah Aliyah implements a "structured system-driven" strategy emphasizing standardization and digitalization. Both strategies effectively enhance administrative quality within their respective user contexts, though they still require strengthening in areas where each faces limitations. The study concludes that the success of PTSP depends on an institution's responsiveness to user characteristics rather than on system uniformity. These findings offer theoretical implications by reinforcing the contingency approach in public service management and provide practical implications for the Ministry of Religious Affairs and Madrasahs in designing adaptive service policies grounded in the values of amanah, ihsan, and itqan.

Review

This study presents a timely and pertinent exploration into the optimization of public services within the context of Islamic education, specifically focusing on One-Stop Integrated Service (PTSP) management in Madrasahs. Utilizing a robust qualitative multi-site case study methodology, the research meticulously gathered data through in-depth interviews, observation, and document analysis, ensuring rigorous validation via source and technique triangulation and analysis using the interactive model. The core objective of dissecting PTSP strategies to enhance administrative quality is admirably addressed, revealing a nuanced understanding of how different Madrasah levels approach service delivery. The findings distinguish between an "adaptive human-touch" strategy at Madrasah Tsanawiyah and a "structured system-driven" approach at Madrasah Aliyah, both proving effective within their unique user contexts. A significant strength of this research lies in its empirical demonstration that successful public service optimization is not predicated on system uniformity but rather on an institution's responsiveness to the specific characteristics and needs of its users. This finding challenges conventional wisdom that often prioritizes standardization, offering a valuable counter-narrative supported by concrete examples from distinct educational settings. The study's ability to clearly delineate two contrasting yet effective strategies, while also acknowledging areas requiring further strengthening, underscores a balanced and realistic perspective on administrative innovation. The methodological rigor, particularly the multi-site approach and comprehensive data verification, lends considerable credibility to the findings, making a compelling case for context-specific solutions in public service management. The theoretical and practical implications of this study are substantial. Theoretically, it strongly reinforces the contingency approach in public service management, adding empirical weight from a culturally and institutionally specific domain. Practically, the insights gleaned offer direct guidance for the Ministry of Religious Affairs and individual Madrasahs, advocating for the design of adaptive service policies. The explicit integration of Islamic values such as *amanah* (trustworthiness), *ihsan* (excellence), and *itqan* (precision/mastery) into the framework for policy design is a commendable aspect, providing a culturally resonant and ethically grounded blueprint for improving administrative quality. While the abstract alludes to limitations in each strategy, a deeper exposition of these areas within the full text would further enrich the discussion, offering complete pathways for improvement. Overall, this research makes a valuable contribution to the literature on public service management, particularly within Islamic educational contexts, offering both conceptual clarity and actionable recommendations.

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