Customer Service Perspectives and their Impacts on the Performance of Training Institutions in Indonesia

Koes Indrati, Bambang Tri Cahyono, Endang Siswati

Abstract: This study discusses, among others, the availability of training staff and their inadequate welfare both in terms of quantity and quality, limited infrastructure and training facilities that have not been optimally utilized by training institutions. Inadequate training funding to support the quality of training, as well as inefficient and effective training processes. The problem of job training institutions which are about developing quality human resources is now increasing, both in terms of quantity and quality. Because training institutions, in addition to being seen as agents of change, are also a strategic medium in processing and preparing creative and productive future generations for nation building. As a strategic institution, job training institutions can be used as the spearhead in solving every problem faced by humans. This study shows the results of hypothesis testing that there is a positive and significant influence between the perspective of customer satisfaction services on the performance of training institutions. These results indicated by the magnitude of the constants of 1.374 with a standard error of 0.1 26 and t amounted to 10 927, which means significant at the 1 percent level of significance. The coefficient of customer satisfaction service perspective is 0.571 with a standard error of 0.03 9 and a standardized beta coefficient of 0.582 with a t value of 14, 631 which means that there is a positive and significant effect between the customer satisfaction service perspective on the performance of the training institution at a significance level of 1 percent.

Keywords: perspective, customer service, performance, training institutions