Research Paper
Year: 2019 | Month: October | Volume: 6 | Issue: 10 | Pages: 105-113
The Effect of Service Quality and Trainer Performance to Satisfaction of Training Participants in Pusdikzi
Bambang Irwansyah, Syamsul Maarif, Tanti Novianti
School of Business, IPB University, Indonesia
Corresponding Author: Bambang Irwansyah
ABSTRACT
Pusdikzi Kodiklatad has a quite strategic role in fostering professionalism of the Indonesian Army Engineers (Zeni TNI-AD). But ironically, the reality on the ground shows that at present there are still obstacles in the aspect of organizing training and in the aspect of unit coaching. The success of the training program begins with the way Pusdikzi can provide maximum quality of service and trainer performance for trainees. Therefore, the quality of service and the good performance of the trainers in line with expectations certainly greatly affect the satisfaction of training participants. Respondents in this study were all training participants consisting of Soldiers in Officer, Non commission officer and Private grades. The population that will be used in this study, is all students consisting of Officer, Non commission officer and Private amounting to 1124 people in 2018. In this study, the sampling technique used was stratified random sampling, which is said to be stratified because sampling of sample members from population is done randomly and taken per each layer based on the group or rank that is in the population. The number of samples to be used in this study were 330 respondents. The results of the structural model showed that the quality of service had a significant effect on the satisfaction of trainees. It means that the increase in service quality is directly proportional to the satisfaction level of the trainees. The performance of the trainer has a significant effect on the satisfaction of the trainees. It means that the improvement in the performance of the trainer is directly proportional to the level of satisfaction of the trainees.
Key words: Performance, Satisfaction, Service Quality, SEM
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