Analysis of Service Quality for CPNS Basic Training Providers (LatSar) at BPSDM Jambi Province in 2019
DOI:
https://doi.org/10.55351/prajaiswara.v1i2.12Keywords:
Servqual model, Expectation management, The research method, SatisfactionAbstract
The background of the research is the ineffectiveness of training which resulted in the low satisfaction of the training participants. Service quality includes reliability, responsiveness, assurance, empathy and tangibility. Efforts to improve service quality can be improved through service provision by referring to the dimensions of reliability, responsiveness, assurance, empathy and tangible, where assurance and empathy can be used as efforts to improve the quality of services that are more optimal for Finance. The aim of the research is to analyze the level of training management servqual. The analysis used is servqual analysis. The analysis of servqual on the management of the training showed that there was a significant gap between the trainee’s expectation with the training management.
Metrics
References
Kotler, Philip & Keller, KL.. (2003). Manajemen Pemasaran: Edisi Kesepuluh. Diterjemahkan oleh: Bob Sabran. Jakarta: PT. Indeks.
Kotler, Philip & Keller, KL. (2009). Manajemen Pemasaran: Edisi ke-13. Diterjemahkan oleh: Bob Sabran. Jakarta: Erlangga.
Lailatul Isnaini. (2020). Cultivating the Organizational Cultural Values of Jambi Province Human Resources Development Agency. Jurnal Prajaiswara, 1(1), 49–67. https://doi.org/10.55351/prajaiswara.v1i1.4
Moleong, Lexy J. (2002). Metodologi
Penelitian Kualitatif. Bandung: Remaja Rosdakarya.
PASLA, B. N. (2009). Pengaruh inteligensi emosional terhadap organizational citizenship behavior dengan kohesivitas sebagai pemediasi (Doctoral dissertation, Universitas Gadjah Mada).
Rangkuti, Freddy. (2011). Measuring Customer Satisfaction. Jakarta: Gramedia Pustaka Utama.
Sekaran, Uma. (2006). Metodologi Penelitian Untuk Bisnis. Jakarta: Salemba Empat.
Siregar, Syofian. (2010). Statistika Deskriptif untuk Penelitian. Jakarta: Rajawali Pers.
Sugiyono. (2016). Metode Penelitian: Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Susilawati N, & Bambang Niko Pasla. (2020). Application of Pancasila as the Ethical System of the Indonesian Nation. Jurnal Prajaiswara, 1(1), 20–28. https://doi.org/10.55351/prajaiswara.v1i1.2
Sutja, Akmal; dkk. (2017). Penulisan Skripsi untuk Produi Bimbingan Konseling. Yogyakarta: Wahana Resolusi.
Tjiptono, Fandy; dkk.. (2008). Pemasaran Strategik.Yogyakarta: ANDI.
Tjiptono, F., & Chandra, G. (2011). Service Quality & Satisfaction. Yogyakarta: ANDI.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2020 Jurnal Prajaiswara

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.