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.
