Pengaruh pelatihan orientasi pembelajaran tim untuk pelayanan konsuen terhadap perubahan sikap layanan pada mahasiswa di institusi pendidikan

PARWITASARI, Ari Dwi, Dra. Anita Lestari, M.Si., Psi

2008 | Tesis | S2 Psikologi

The objective of this research was to apply the concept of team learning orientation for the change of service attitude to student through the training. The training was focus to invite the participant experience of and comprehend how good costumer service reachable through the team learning. This training was to appear three personal characteristic (interpersonal trust, backing up behavior and proactif behavior) wich needed in reaching the learning process in team. Finally, the third of meant to be able to change of participant’s belief about good service so that can be happened more positive at attitude change.In turn can become one of determinant to change intention for better service. Subject were 28 administration employees of UST then divided by two, as experiment group and control group. Training was given only to the experiment group. Measurement by pre test and post test to both of subject group used the Scale of Team Learning for the Customer Service. Middle evaluation with open question was given only to experiment group about part of time after training and before post test. Data was analyzed with Wilcoxon Signed Rank Test. The result show the difference of understanding of knowledge and attitude change to team learning orientation ( Z = -1,993 ; p=0,046 ( p<0,05)) and consumer service ( Z = -3,173 ; p=0,002 ( p<0,05)) at experiment group and control group. Concluded that team learning orientation for customer service training have the positive influence for the change of service attitude to student.

Kata Kunci : Orientasi pembelajaran tim,Pelayanan konsumen,Sikap layanan, Team Learning Orientation, Customer Service, Service Attitude