STUDENT SERVICE MANAGEMENT BASED ON THE CHARACTERISTICS OF GENERATION Z IN THE DIGITAL AGE: A CASE STUDY OF STATE SENIOR HIGH SCHOOL 2, NORTH ACEH
Main Article Content
Abstract
The rise of Generation Z as the dominant student group in the digital era demands that madrasahs reformulate educational service strategies to become more adaptive, personalized, and participatory. This study aims to formulate a student service management strategy tailored to Generation Z characteristics, using a case study at MAN 2 Aceh Utara. A descriptive qualitative approach with a single-case study design was employed. Data were collected through in-depth interviews, participatory observation, and document analysis, then examined using thematic analysis. Key findings reveal that: (1) service planning is structurally sound but lacks personalization; (2) digital-based implementation is present but student participation remains low; (3) supervision is overly administrative and lacks contextual relevance; and (4) service development is creative but not yet strategically integrated. This study offers a conceptual framework that integrates Educational Service Management Theory, Generation Z Theory, and Transformational Leadership in Education to build services that are digitally relevant and aligned with Islamic educational values. Its practical contribution lies in promoting personalization, student voice, and transformative leadership in madrasahs. Future research is encouraged to apply and validate this model in various cultural and institutional contexts.
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[1]
M. Maitannur, A. Almuhajir, S. Aftianti, and M. Ilyas, “STUDENT SERVICE MANAGEMENT BASED ON THE CHARACTERISTICS OF GENERATION Z IN THE DIGITAL AGE: A CASE STUDY OF STATE SENIOR HIGH SCHOOL 2, NORTH ACEH”, JURNAL EDUCATION AND DEVELOPMENT, vol. 14, no. 3, pp. 782-794, Sep. 2026.
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References
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Cahyono, N. D. (2024). Enhancing Organizational Effectiveness through Transformational Leadership: A Comprehensive Analysis. Global International Journal of Innovative Research, 2(8), 1794–1804. https://doi.org/10.59613/global.v2i8.270
Carrington, S., Park, E., McKay, L., Saggers, B., Harper-Hill, K., & Somerwil, T. (2024). Evidence of transformative leadership for inclusive practice. Teaching and Teacher Education, 141(December 2023), 104466. https://doi.org/10.1016/j.tate.2023.104466
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Gordon, S. P. (2019). Educational Supervision: Reflections on Its Past, Present, and Future. Journal of Educational Supervision, 2(2), 27–52. https://doi.org/10.31045/jes.2.2.3
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Karashchuk, O. S., Mayorova, E. A., Nikishin, A. F., & Kornilova, O. V. (2020). The Method for Determining Time-Generation Range. SAGE Open, 10(4), 1–8. https://doi.org/10.1177/2158244020968082
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Kusuma, M. T. A., Muharom, F., & Jandra, M. (2025). Transformation of Pesantren Education Management in the Digital Era. Educational Studies and Research Journal, 2(1), 48–56.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic Inquiry. In SAGE Publications.
Maram, A. N., & Fanani, Z. (2025). Digital Transformation in Pesantren: Impacts and Challengs in Islamic Education. Paedagoria : Jurnal Kajian, Penelitian Dan Pengembangan Kependidikan, 16(3), 313–324.
Markina, E., & Mollá, A. G. (2022). The effect of a teacher-centred and learner-centred approach on students’ participation in the English classroom. Bellaterra Journal of Teaching and Learning Language and Literature, 15(3), 1–22. https://doi.org/10.5565/rev/jtl3.1007
McGaha, K. K. (2018). An Interpretive Phenomenological Study Of America ’ S Emerging Workforce : Exploring Generation Z ’ S Leadership. In A Dissertation Presented in Partial Fulfillment of the Requirements for the Degree Doctor of Management in Organizational Leadership University of Phoenix.
Menon, M. E. (2024). Transformational Leadership and Educational Outcomes: A Literature Review. Journal of Education, Innovation and Communication, 6(1), 98–115. https://doi.org/10.34097/jeicom-6-1-6
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis A methods Sourcebook, Edition 3. In SAGE Publications (Vol. 16, Issue 2).
Mitra, D. L. (2008). Studen Voice in School Reform: Building Youth-Adult Partnerships That Strengthen Schools and Empower Youth. In STATE UNIVERSITY OF NEWYORK PRESS.
Mursidi, A., Kamal, M., Noviandari, H., Agustina, N., & Nasyafiallah, M. H. (2021). Virtual Boarding School Education Management: The Idea Of Equaitable Islamic Education Services To The Milennial Generation. Jurnal Pendidikan Dan Konseling, 3(1), 1054–1066.
Nemashakwe, P., & Mpofu, Q. (2025). The Effective Leadership Approach in the Context of Generation Z: A Conceptual Discussion. Asian Journal of Management Entrepreneurship and Social Science, 05(02), 18–29. https://ajmesc.com/index.php/ajmesc
Nikmatullah, C., Wahyudin, W., Tarihoran, N., & Fauzi, A. (2023). Digital Pesantren: Revitalization of the Islamic Education System in the Disruptive Era. Al-Izzah: Jurnal Hasil-Hasil Penelitian, 18(1), 1. https://doi.org/10.31332/ai.v0i0.5880
Nisa, D., Aimah, S., & Fakhruddin, F. M. (2024). Pesantren Transformation in the Digital Era: Solution or Threat for Islamic Education. Leadership: Jurnal Mahasiswa Manajemen Pendidikan Islam, 5(2), 247–260. https://doi.org/10.32478/leadership.v5i2.2712
Ogunsola, O. K., Arikewuyo, K. A., & Okwegbe, V. E. (2024). Effect of Leadership Styles on Gen-Z Work Performance: An Empirical Analysis. Asian Journal of Research in Business and Management, 6(1), 51–71. https://doi.org/10.55057/ajrbm.2024.6.1.5
Prayesti, T., Hidayati, W., & Oktaviani, A. Y. (2025). Dampak Smarttren Ramadhan dalam Membentuk Karakter Religius Generasi Z di SMK Bhakti Kencana Banjar. Proceeding National Conference of Research and Community Service Sisi Indonesia, 172–293.
Rahmawati, I., Lestari, H., & Sa’diyah, Z. (2024). Empowering Technopreneurial Leadership: Fostering Innovative Behavior among Islamic School Teachers. Al-Tanzim: Jurnal Manajemen Pendidikan Islam, 8(1), 146–158. https://doi.org/10.33650/al-tanzim.v8i1.7292
Regassa, T. E., & Mamo, T. R. (2024). A Systematic Review: Educational Supervision in Different Countries from Instructional Improvement Perspective. Science Research, 12(4), 86–96. https://doi.org/10.11648/j.sr.20241204.13
Ristianti, D. H., Syahindra, W., Jumansyah, J., Marlena, M., & Arip, M. A. S. B. M. (2025). Development of smart digital interactive service as a strategy for guidance and counseling services in higher education. Journal of Education and Health Promotion, 14(January), 1–6. https://doi.org/10.4103/jehp.jehp
Ritzer, G. (2007). The Blackwell Encyclopedia of Sociology. In Blackwell Publishing.
Rogers, E. M. (1983). Diffusion of Innovations, Third Edition. In Macmillan Publishing Co, New York. https://doi.org/10.4324/9781315263434-16
Ryndak, V. G., & Saldaeva, O. V. (2020). Students from Generation Z: Trends in education and development. International Journal of Innovation, Creativity and Change. , 12(3), 619–634. www.ijicc.net
Salter, C. R., Harris, M. H., & McCormack, J. (2014). Bass & Avolio’s Full Range Leadership Model and Moral Development. Journal E-Leader Milan, 9(4), 225–233. https://doi.org/10.1080/13923730.2003.10531333
Saputro, M. R., & Arif, M. (2025). Analysis Of The Role Of Information Technology In Strengthening Islamic Religious Education In Pesantren: A Study Of Digital Transformation. International Journal of Islamic Education Research and Multiclturalism, 7(2), 803–828. https://www.journal.yaspim.org/index.php/IJIERM/article/view/474%0Ahttps://www.journal.yaspim.org/index.php/IJIERM/article/download/474/357
Seemiller, C., & Grace, M. (2016). Generation Z Goes to College. In Jossey-Bass. https://doi.org/10.1353/csj.2017.0008
Sewell, A., Kennett, A., & South, H. (2020). Applying Solution Focused Approaches as a participatory method to amplify student voice in a Higher Education context. Student Engagement in Higher Education Journal, 3(1), 74–95.
Spencer, A. A. (2019). Generation Z Goes to College. Growth: The Journal of the Association for Christians in Student Development, 18(18), 118–121
Strauss, W., & Howe, N. (1991). Generations: The History of America’s Future, 1584-2069. In NewYork: William Morrow and Company.
Vossoughi, S., Irvine, F., Nzinga, K., Mayorga, C., Berry, A., & Gashaw, M. (2021). Writing as a Social Act: The Feedback Relation as a Context for Political and Ethical Becoming. Research in the Teaching of English, 56(2), 200–222. https://doi.org/10.58680/rte202131477
Wolf, K. L., Senturia, K., Simmons, C., Hafferty, K., Faino, A. V., Garrett, K. A., & Tandon, P. S. (2024). Participatory Design for Community Schoolyards: Mixed Methods Reveal Positive Engagement Despite Measures Limitations. Ecopsychology, 16(4), 315–332. https://doi.org/10.1089/eco.2023.0075
Yin, R. K. (2003). Case Study Research Design and Methods, Third Edition. In SAGE Publications (Vol. 5, Issue 3). https://doi.org/10.1300/J145v03n03_07
Álvarez, T. (2024). Gen Z and digital inclusion : moving beyond digital natives to address digital access among youth. Mobile World Capital Barcelona, 1–41.
Amin, H., & Aman, M. (2025). Islamic Religious Education And Generation Z On The Professionalism And Pedagogical Adaptation Of Madrasah Teachers : A Literature Review. Raudhah Proud To Be Professionals Jurnal Tarbiyah Islamiyah, 10(1), 502–518.
Babu, M. A., Yusuf, K. M., Eni, L. N., Jaman, S. M. S., & Sharmin, M. R. (2024). ChatGPT and generation ‘Z’: A study on the usage rates of ChatGPT. Social Sciences and Humanities Open, 10(March), 101163. https://doi.org/10.1016/j.ssaho.2024.101163
Balalle, H. (2024). Exploring student engagement in technology-based education in relation to gamification, online/distance learning, and other factors: A systematic literature review. Social Sciences and Humanities Open, 9(March), 100870. https://doi.org/10.1016/j.ssaho.2024.100870
Boyce, E., Huerta, M., Wyman, P., & Sandoval, M. (2025). Community Based Participatory Research and Peer Mentorship in Higher Education: Supporting a Sense of Belonging Among Independent Students. Social Sciences, 14(6), 340. https://doi.org/10.3390/socsci14060340
Braun, V., & Clarke, V. (2006a). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. http://www.tandfonline.com/action/journalInformation?journalCode=uqrp20%5Cnhttp://www.tandfonline.com/action/journalInformation?journalCode=uqrp20
Braun, V., & Clarke, V. (2006b). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
Bryson, C. (2016). Engagement through partnership: students as partners in learning and teaching in higher education. International Journal for Academic Development, 21(1), 84–86. https://doi.org/10.1080/1360144x.2016.1124966
Cahyono, N. D. (2024). Enhancing Organizational Effectiveness through Transformational Leadership: A Comprehensive Analysis. Global International Journal of Innovative Research, 2(8), 1794–1804. https://doi.org/10.59613/global.v2i8.270
Carrington, S., Park, E., McKay, L., Saggers, B., Harper-Hill, K., & Somerwil, T. (2024). Evidence of transformative leadership for inclusive practice. Teaching and Teacher Education, 141(December 2023), 104466. https://doi.org/10.1016/j.tate.2023.104466
Creswell, J. W. (2013). Qualitative Inquiry & Research Design, Choosing Among Five Approaches, Third Edition. In SAGE.
Denzin, N. K., & Lincoln, Y. S. (2018). The SAGE Handbook of Qualitative Research, Fifth Edition. In SAGE. https://doi.org/10.1007/s11229-017-1319-x
Duterte, J. P. (2024). Technology-Enhanced Learning Environments: Improving Engagement and Learning. International Journal Of Research and Innovation in Social Science (IJRISS), VII(2454), 1175–1189. https://doi.org/10.47772/IJRISS
Febliza, A., Kadarohman, A., Aisyah, S., & Abdullah, N. (2025). Generation Z and the Use of Digital Technology: A Review from 2014 to 2023. Jurnal Pendidikan Sains Indonesia, 13(1), 53–67. https://doi.org/10.24815/jpsi.v13i1.40797
Gordon, S. P. (2019). Educational Supervision: Reflections on Its Past, Present, and Future. Journal of Educational Supervision, 2(2), 27–52. https://doi.org/10.31045/jes.2.2.3
Gorton, R. A., & Snowden, P. E. (1993). School Leadership And Administration: Important Concepts, Case Studies, and Simulations, 4th ed. In NASSP Bulletin. https://doi.org/10.1177/019263659307755218
Guba, E. G. (1981). Criteria for Assessing the Trustworthiness of Naturalistic Inquiries. Educational Communication and Technology, 29(2), 75–91.
Hernandez-de-Menendez, M., Díaz, C. A. E., & Morales-Menendez, R. (2020). Educational experiences with Generation Z. International Journal on Interactive Design and Manufacturing (IJIDeM), 14(3), 847–859. https://doi.org/10.1007/s12008-020-00674-9
Jaleel, A., Aziz, R., Farid, G., & Bashir, M. Z. (2025). The impact of ChatGPT on academic integrity in medical education: a developing nation perspective. Frontiers in Education, 10, 1–10. https://doi.org/10.3389/feduc.2025.1554444
Janesick, V. J. (2001). Intuition and Creativity: A Pas de Deux for Qualitative Researchers. Qualitative Inquiry, 7(5), 531–540. https://doi.org/10.1177/107780040100700501
Juhairiah, S., Kinasih, Q. Y., & Yuwono, D. T. (2024). Digital Transformation in Islamic Education : Opportunities , Challenges , and Its Impact on Islamic Values. Journal of Vocational Education and Educational Technology Innovations, 1(1), 1–6.
Karashchuk, O. S., Mayorova, E. A., Nikishin, A. F., & Kornilova, O. V. (2020). The Method for Determining Time-Generation Range. SAGE Open, 10(4), 1–8. https://doi.org/10.1177/2158244020968082
Khunaivi, H., Rakhmawati, I. A., & Hidayah, S. F. (2025). Transforming education for Generation Z : traditional character-based at Pesantren. Attarbiyah: Journal of Islamic Culture and Education Transforming, 10(1), 1–17. https://doi.org/10.18326/attarbiyah.v10i1.1-
Koneski, S. (2021). Book Review: Generation Z goes to College By Corey Seemiller and Meghan Grace (Jossey-Bass Publisher, 2016). Growth: The Journal of the Association for Christians in Student Development.
Kusuma, M. T. A., Muharom, F., & Jandra, M. (2025). Transformation of Pesantren Education Management in the Digital Era. Educational Studies and Research Journal, 2(1), 48–56.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic Inquiry. In SAGE Publications.
Maram, A. N., & Fanani, Z. (2025). Digital Transformation in Pesantren: Impacts and Challengs in Islamic Education. Paedagoria : Jurnal Kajian, Penelitian Dan Pengembangan Kependidikan, 16(3), 313–324.
Markina, E., & Mollá, A. G. (2022). The effect of a teacher-centred and learner-centred approach on students’ participation in the English classroom. Bellaterra Journal of Teaching and Learning Language and Literature, 15(3), 1–22. https://doi.org/10.5565/rev/jtl3.1007
McGaha, K. K. (2018). An Interpretive Phenomenological Study Of America ’ S Emerging Workforce : Exploring Generation Z ’ S Leadership. In A Dissertation Presented in Partial Fulfillment of the Requirements for the Degree Doctor of Management in Organizational Leadership University of Phoenix.
Menon, M. E. (2024). Transformational Leadership and Educational Outcomes: A Literature Review. Journal of Education, Innovation and Communication, 6(1), 98–115. https://doi.org/10.34097/jeicom-6-1-6
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis A methods Sourcebook, Edition 3. In SAGE Publications (Vol. 16, Issue 2).
Mitra, D. L. (2008). Studen Voice in School Reform: Building Youth-Adult Partnerships That Strengthen Schools and Empower Youth. In STATE UNIVERSITY OF NEWYORK PRESS.
Mursidi, A., Kamal, M., Noviandari, H., Agustina, N., & Nasyafiallah, M. H. (2021). Virtual Boarding School Education Management: The Idea Of Equaitable Islamic Education Services To The Milennial Generation. Jurnal Pendidikan Dan Konseling, 3(1), 1054–1066.
Nemashakwe, P., & Mpofu, Q. (2025). The Effective Leadership Approach in the Context of Generation Z: A Conceptual Discussion. Asian Journal of Management Entrepreneurship and Social Science, 05(02), 18–29. https://ajmesc.com/index.php/ajmesc
Nikmatullah, C., Wahyudin, W., Tarihoran, N., & Fauzi, A. (2023). Digital Pesantren: Revitalization of the Islamic Education System in the Disruptive Era. Al-Izzah: Jurnal Hasil-Hasil Penelitian, 18(1), 1. https://doi.org/10.31332/ai.v0i0.5880
Nisa, D., Aimah, S., & Fakhruddin, F. M. (2024). Pesantren Transformation in the Digital Era: Solution or Threat for Islamic Education. Leadership: Jurnal Mahasiswa Manajemen Pendidikan Islam, 5(2), 247–260. https://doi.org/10.32478/leadership.v5i2.2712
Ogunsola, O. K., Arikewuyo, K. A., & Okwegbe, V. E. (2024). Effect of Leadership Styles on Gen-Z Work Performance: An Empirical Analysis. Asian Journal of Research in Business and Management, 6(1), 51–71. https://doi.org/10.55057/ajrbm.2024.6.1.5
Prayesti, T., Hidayati, W., & Oktaviani, A. Y. (2025). Dampak Smarttren Ramadhan dalam Membentuk Karakter Religius Generasi Z di SMK Bhakti Kencana Banjar. Proceeding National Conference of Research and Community Service Sisi Indonesia, 172–293.
Rahmawati, I., Lestari, H., & Sa’diyah, Z. (2024). Empowering Technopreneurial Leadership: Fostering Innovative Behavior among Islamic School Teachers. Al-Tanzim: Jurnal Manajemen Pendidikan Islam, 8(1), 146–158. https://doi.org/10.33650/al-tanzim.v8i1.7292
Regassa, T. E., & Mamo, T. R. (2024). A Systematic Review: Educational Supervision in Different Countries from Instructional Improvement Perspective. Science Research, 12(4), 86–96. https://doi.org/10.11648/j.sr.20241204.13
Ristianti, D. H., Syahindra, W., Jumansyah, J., Marlena, M., & Arip, M. A. S. B. M. (2025). Development of smart digital interactive service as a strategy for guidance and counseling services in higher education. Journal of Education and Health Promotion, 14(January), 1–6. https://doi.org/10.4103/jehp.jehp
Ritzer, G. (2007). The Blackwell Encyclopedia of Sociology. In Blackwell Publishing.
Rogers, E. M. (1983). Diffusion of Innovations, Third Edition. In Macmillan Publishing Co, New York. https://doi.org/10.4324/9781315263434-16
Ryndak, V. G., & Saldaeva, O. V. (2020). Students from Generation Z: Trends in education and development. International Journal of Innovation, Creativity and Change. , 12(3), 619–634. www.ijicc.net
Salter, C. R., Harris, M. H., & McCormack, J. (2014). Bass & Avolio’s Full Range Leadership Model and Moral Development. Journal E-Leader Milan, 9(4), 225–233. https://doi.org/10.1080/13923730.2003.10531333
Saputro, M. R., & Arif, M. (2025). Analysis Of The Role Of Information Technology In Strengthening Islamic Religious Education In Pesantren: A Study Of Digital Transformation. International Journal of Islamic Education Research and Multiclturalism, 7(2), 803–828. https://www.journal.yaspim.org/index.php/IJIERM/article/view/474%0Ahttps://www.journal.yaspim.org/index.php/IJIERM/article/download/474/357
Seemiller, C., & Grace, M. (2016). Generation Z Goes to College. In Jossey-Bass. https://doi.org/10.1353/csj.2017.0008
Sewell, A., Kennett, A., & South, H. (2020). Applying Solution Focused Approaches as a participatory method to amplify student voice in a Higher Education context. Student Engagement in Higher Education Journal, 3(1), 74–95.
Spencer, A. A. (2019). Generation Z Goes to College. Growth: The Journal of the Association for Christians in Student Development, 18(18), 118–121
Strauss, W., & Howe, N. (1991). Generations: The History of America’s Future, 1584-2069. In NewYork: William Morrow and Company.
Vossoughi, S., Irvine, F., Nzinga, K., Mayorga, C., Berry, A., & Gashaw, M. (2021). Writing as a Social Act: The Feedback Relation as a Context for Political and Ethical Becoming. Research in the Teaching of English, 56(2), 200–222. https://doi.org/10.58680/rte202131477
Wolf, K. L., Senturia, K., Simmons, C., Hafferty, K., Faino, A. V., Garrett, K. A., & Tandon, P. S. (2024). Participatory Design for Community Schoolyards: Mixed Methods Reveal Positive Engagement Despite Measures Limitations. Ecopsychology, 16(4), 315–332. https://doi.org/10.1089/eco.2023.0075
Yin, R. K. (2003). Case Study Research Design and Methods, Third Edition. In SAGE Publications (Vol. 5, Issue 3). https://doi.org/10.1300/J145v03n03_07