Quality of Service and Performance of Jakarta BPPTL Teachers on Training Participants Satisfaction that Impact on Training Participants Loyalty in 2020


Authors : Syarifah; Johny Malisan; Sandriana Marina; Yosi Pahala

Volume/Issue : Volume 8 - 2023, Issue 6 - June

Google Scholar : https://bit.ly/3TmGbDi

Scribd : https://tinyurl.com/yftzmeh3

DOI : https://doi.org/10.5281/zenodo.8112894

Abstract : This research studies the quality of service and performance of the instructors in BPPTL Jakarta regarding the satisfaction of training participants which affects their loyalty in 2020. Since BPPTL became a Public Service Agency (BLU), BPPTL has been providing service in education and training which is not only for civil servants in the sub-sector of marine transportation, besides, it is also for the public as well as seafarers which is aimed at creating seafarers who have quality and competency to offer good quality of service. This research is also aimed at understanding the impact of good quality of service regarding satisfaction of training participants and to observe the effect of training participant's loyalty for choosing services from the training institution BPPTL Jakarta. This Research uses quantitative methods. The data analysis method used in this study is the path analysis method. Sampling was carried out simply randomly by means of a questionnaire to 100 training participants. The results of the study show that the data used is valid and reliable with the results obtained including Service Quality has a positive effect on Training Participant Satisfaction, Teacher Performance has a positive effect on Training Participant Satisfaction, Service Quality has a positive effect on Training Participant Loyalty, Teacher Performance has a positive effect on Participant Loyalty Education and Training, Training Participant Satisfaction has a positive effect on Training Participant Loyalty, Training Participant Satisfaction is able to function as a mediator or mediate the indirect effect of Service Quality on Training Participant Loyalty.

Keywords : Service quality, performance of the instructors, Satisfaction, loyalty.

This research studies the quality of service and performance of the instructors in BPPTL Jakarta regarding the satisfaction of training participants which affects their loyalty in 2020. Since BPPTL became a Public Service Agency (BLU), BPPTL has been providing service in education and training which is not only for civil servants in the sub-sector of marine transportation, besides, it is also for the public as well as seafarers which is aimed at creating seafarers who have quality and competency to offer good quality of service. This research is also aimed at understanding the impact of good quality of service regarding satisfaction of training participants and to observe the effect of training participant's loyalty for choosing services from the training institution BPPTL Jakarta. This Research uses quantitative methods. The data analysis method used in this study is the path analysis method. Sampling was carried out simply randomly by means of a questionnaire to 100 training participants. The results of the study show that the data used is valid and reliable with the results obtained including Service Quality has a positive effect on Training Participant Satisfaction, Teacher Performance has a positive effect on Training Participant Satisfaction, Service Quality has a positive effect on Training Participant Loyalty, Teacher Performance has a positive effect on Participant Loyalty Education and Training, Training Participant Satisfaction has a positive effect on Training Participant Loyalty, Training Participant Satisfaction is able to function as a mediator or mediate the indirect effect of Service Quality on Training Participant Loyalty.

Keywords : Service quality, performance of the instructors, Satisfaction, loyalty.

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