Description of the Satisfaction Level of Training Participants on Service In Batam Health National Training Centre, Indonesia
Keywords:
Service quality, customer satisfaction index, community satisfaction index.
Abstract
This study aims to describe the level of satisfaction of trainees towards services in Batam health training using the customer satisfaction index (CSI) and the community satisfaction index (IKM). The population in this study were all trainees who used services in Batam health training. The sample in this study was saturated, where all participants were taken as samples, with 374 respondents. Data collection methods used were questionnaires or questionnaires. The results showed that the customer satisfaction index reached 0.94 was very satisfied, with the highest IKP in learning facilities services and the desire of respondents to recommend the Batam Health Agency to friends and colleagues reached 0.96% and the lowest service level of teaching and learning activities reached 0.88%. While the index of community satisfaction reached a value of 70.21 B, the predicate of the performance of service units in the Batam Health Agency is good. Overall the trainees felt very satisfied.
References
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2. Cahyani, P. D. (2016). Customer Satisfaction Levels on the Quality of Sharia Banking Services in Yogyakarta. Journal of Business and Management, 6 (2), 151-162.
3. Decree of the Minister of Administrative Reform, Number: KEP/25/M.PAN/ 2/2004, 2004 about General Guidelines for Preparation of the Community Satisfaction Index of Government Agency Service Units.
4. Indriyani, D. (2018). Principles of Total Quality Service. Yogyakarta: Andi Offset.
5. Iqbal, M. (2008). Effects of Perceived Value, Hope, and Trust in Consumer Satisfac-tion. Journal of Management Research.
6. Kotler, P. (2002). Marketing Management for Asian Perspectives. Yogyakarta: Andi Pub-lisher.
7. LAN RI. (2003). Administration Module for Organizing Education and Training. Jakarta: Institute of Public Administration.
8. LAN RI. (2003). Excellent Service Module in Organizing Diklat. Jakarta: Institute of Pub-lic Administration.
9. Law Number 36 of 2009, n.d. Health
10. Law Number 5 of 2014, n.d. State Civil Apparatus
11. Law Number 25 of 2009, n.d. Public Service
12. Melyanasari, D. (2012). Batam Bapelkes Customer Satisfaction Survey Report in 2012. 1 ed. Batam: Batam.
13. Nasir, M. (1988). Research Methods. Jakarta: Ghalia Indonesia.
14. Permenkes RI Number 2361 / Menkes / Per / XI / 2011, n.d. Organization and Admin-istration of Technical Implementation Units in the Field of Health Training.
15. Suparyanto, J. (2006). Measurement of Customer Satisfaction to Increase Market Share. Ja-karta: Rineka Cipta.
16. Thoblas S. Sarbunan, Jhon Montolalu, Tinneke M Tumbel, n.d. Service Quality Analysis of Customer Satisfaction at PT Bank BTPN Kanca Manado.
17. Wowor, M. C. (2015). Klappertaart Consumer Satisfaction Level at Kartini Cake and Bakery Manado. Manado: Manado's Sam Ratulangi University Faculty of Agriculture.
18. Zeithmal, A. Z., Leonard, L. B., & Parasuraman, A. (2006). Effect of Service Quality on Customer Satisfaction at Ayam Penyet Ria Restaurant. Petra Marketing Manage-ment Journal, 1 (2), 1-7.
Published
2020-03-16
How to Cite
Supriyono, & Sriyatun. (2020). Description of the Satisfaction Level of Training Participants on Service In Batam Health National Training Centre, Indonesia. International Journal of Science and Society, 2(1), 153 - 161. https://doi.org/10.54783/ijsoc.v2i1.66
Section
Articles
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