ERIC Number: EJ1250566
Record Type: Journal
Publication Date: 2019
Pages: 15
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-2336-2375
EISSN: N/A
Does Service Quality in Education and Training Process Matters? Study of Government's Human Resource Agencies in Indonesia
Budiyanti, Hety; Patiro, Shine Pintor Siolemba; Djajadi, Muhammad; Astuty, Sri
Journal on Efficiency and Responsibility in Education and Science, v13 n1 p41-55 2019
This study aims to investigate the application of service quality theory to explain and predict the satisfaction, trust, and motivation of participants at leadership education and training programs of echelon 3 and 4 held by Human Resource Development Board Province in Indonesia. This study uses purposive sampling and survey methods to generate sampling, which consists of 480 respondents from some of the main provinces in Indonesia. The data are analyzed using Variance Based Structural Equation Modeling - Partial Least Square due to the existence of formative indicators for service quality. The result shows that five dimensions of service quality have a positive and significant effect on participants' satisfaction, which, in turn, impacts their trust and motivation. Responsiveness is one of service quality dimensions with the greatest influence on participants' satisfaction. Data collected in this study are limited to the context of leadership education and training programs of echelon 3 and 4. Thus, further research may involve other education and training programs. The results of this study may serve as a guideline for other education and training providers in other provinces or places of Indonesia to increase their service quality, which will impact satisfaction, trust, and motivation of participants.
Descriptors: Foreign Countries, Leadership Training, Educational Quality, Satisfaction, Program Effectiveness, Motivation, Trust (Psychology), Correlation, Responses, Human Resources, Reliability, Empathy
Czech University of Life Sciences Prague. Czech University of Life Sciences Prague, Kamýcká 129, Prague 6 - Suchdol 165 00, Czech Republic. e-mail: editor@eriesjournal.com; Web site: https://www.eriesjournal.com/index.php/eries
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Indonesia
Grant or Contract Numbers: N/A