Efektivitas pelatihan pelayanan prima untuk meningkatkan pelayanan internal karyawan antar departemen terkait di PT. Taspen (Persero)

HERAYANTI, Berandini, Prof. Djamaludin Ancok, Ph.D

2009 | Tesis | S2 Magister Profesi Psikologi

This research had purpose to know the effectiveness of service excellence training for employees internal service improvement to develop a better customer satisfaction in PT TASPEN (Persero). This research used quasi-experimental method with pre-test and post-test control group design. The subject research (40 employees) in experimental group was given the service excellence training, while the control group (40 employees) was not. The measurement used two kinds of measuring instrument. There were 30 responders in customer satisfaction measurement for each group (experimental and control group). The research result was analyzed by Mixed Anova design, t-test (paired sample and independent sample), and descriptive statistic analysis. Result of Repeated Measured in service excellence data shows that the changin f rom pre-test and post test in two groups (experimental and control group) is significantly different, with the F score = 27,573; p<0,01. The change only happened in experimental group, which shows excellence service values improvement. Meanwhile control group did not shows any values improvement of service excellence.The effective contribution in service excellence training on internal service employee improvement was about 51,9%. Result of post-test descriptive statistic for customer satisfaction shows that average score of customer satisfaction in experimental group (customer is being served by the employee which given service excellence training) enhance from 50,63 to 54,23. Hypothesis accepted, which shows service excellence is effective can improving internal service employee.

Kata Kunci : Pelayanan prima,Pelatihan pelayanan prima,Pelayanan internal karyawan, service excellence, service excellence training, employees internal service