Pengaruh Kualitas Pelayanan Pegawai terhadap Kepuasan Peserta Pelatihan di Pemberdayaan Kios Siap Kerja Balai Besar Pelatihan Vokasi dan Produktivitas Medan

Abstract

This study aims to determine the effect of service quality, namely Tangible ((physical evidence), Reliability (reliability), Emphaty (Empathy), Responsiveness (Responsiveness), Assurance (guarantee)) on the satisfaction of trainees at the Kiosk Ready to Work Center for Vocational Training and Productivity Medan. This type of research is field research with a qualitative approach. Furthermore, data collection techniques are used through direct observation and interviews with several trainees. This research was analyzed using descriptive analysis method, namely by describing and summarizing the data that has been researched related to problems that occur in the field. The benefits of this research are input for consideration to always continue to improve the quality of service so as to provide the best service as expected. The results of this study indicate that ((physical evidence), Reliability, Emphaty, Responsiveness, Assurance) have a positive effect on trainee satisfaction.