Analysis of Production Technician Satisfaction Towards Training Service Quality by Technical Training Department PT. ABC by Using Service Quality and Importance Performance Analysis

Gandi Suhartinah,Hery Hamdi Azwir

doi:10.33021/jie.v3i1.501

Abstract

<p>Department of technical training is the department that responsible for training program for the entire production technician in PT.ABC. In order to constantly improve the quality of training service, a research was conducted to analyze the satisfaction of production technician towards training service quality that organized by technical training department. Production technician will determine, whether the training program has been satisfactory or not. To determine the participants' satisfaction of the quality of the training service, this research has started by using the concept of service quality and also shows a model of service quality gap. Analysis of the participants' satisfaction was measured by using the service quality in order to know the gap between actual performance and expectation performance of the training service. This research was conducted to determine the priority factor that must be done to improve the quality of the training services. This factor is determined by using importance performance analysis method and the results from this research is customer satisfaction and priority factor for improvements which consists of the hygiene of training room, training content materials, training modules and clarity of training information.<br />Keywords: Gap, Service Quality, Training, Expectations, Actual, Importance Performance Analysis</p>

Highlights

Technical Training Department is the department which delivers the training service to all production technicians in the PT
During the module development program conducted in production area of secondary processing, the JIE, Vol 3, No.[1], Maret 2018: 11-21 production technician gives their feedback on training feedback form, and most of them are dissatisfied with the training service quality that has been given by technical training department, this is proved by the declining percentage of training participants in 2015 from the previous year of 6%
The training program information given to helps the readiness of participants during the training process

Summary

Introduction

This is proven by the results of direct observation of Module Development Team conducted in production area, secondary processing PT. During the module development program conducted in production area of secondary processing, the JIE, Vol 3, No.[1], Maret 2018: 11-21 production technician gives their feedback on training feedback form, and most of them are dissatisfied with the training service quality that has been given by technical training department, this is proved by the declining percentage of training participants in 2015 from the previous year of 6%. ABC which has the responsibility for managing a training program in order to fit the company business needs, regulatory requirements, and the quality management system is necessary to conduct an evaluation analysis of production technician satisfaction towards training service quality which given to the entire production technician of production area PT.

Methods

Discussion

Conclusion