EMOTIONAL INTELLIGENCE AND SERVICE QUALITY OF FACILITATORS’ INDONESIA HUMAN RESOURCES DEVELOPMENT AGENCY (HRDA)

The model which was widely known and describes the concept of service quality is the Service Quality (SERVQUAL) model proposed by Parasuraman et al (1985). However, this model has a limitation, because its application merely for service providers in the business sector, not for service providers in the public sector and service providers in the education sector. In education sector, facilitators are always involved in interpersonal interaction with the training participants. Some researchers agree to uncover the relationship between the emotional intelligence of service providers and service quality. Based on the literature review, there are limited studies in the field of education and training of the Civil Service Apparatus, especially regarding the relationship between emotional intelligence and service quality. Thus, this study aims to reveal the effect of facilitators’ emotional intelligence on service quality with respondents from participants of Basic Education and Training (Diklatsar), Leadership Education and Training 3 (Diklatpim 3), and Leadership and Education Training 4 (Diklatpim 4) at HRDA Province. This study uses quantitative methods. The sample size in this study was 462 people who were collected through a survey with a purposive sampling technique. The data analysis technique used is SEM through a two-stage approach. The results showed that the facilitators’ emotional intelligence of HRDA of Central Java, East Java, West Java, Jakarta, Banten, Central Sulawesi, and North Sumatera Provinces, had a significant positive effect on the quality of service with social awareness as the indicator with the highest effect.

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Mediating Impact of Emotional Intelligence Competencies on the Relationship of Conflict Management Styles and Service Quality of Higher Education: A Pakistan Based Study

Review of Economics and Development Studies ◽

10.26710/reads.v5i4.879 ◽

2019 ◽

Vol 5 (4) ◽

pp. 623-636

Author(s):

Umair Asghar ◽

Khalid Pervaiz

Keyword(s):

Higher Education ◽

Emotional Intelligence ◽

Service Quality ◽

Conflict Management ◽

Management Styles ◽

Conflict Management Styles ◽

Quality Of Higher Education ◽

Relationship Of ◽

The Relationship

This quantitative, investigation was to explore mediating impact of emotional intelligence competencies on the relationship between conflict management styles and service quality of higher education. In this study, multi-stage cluster sampling technique was applied for the selection of sample whereas SPSS was used for testing the hypothesis which measures the direct and indirect effect. Structured questionnaires were used for data collection which comprised of 5 points Likert scale. The findings proved partial mediation to emotional intelligence competencies between the relationship of conflict management styles and service quality of higher education which indicates higher the emotional intelligence competency the staff has, would have the higher the ability to resolve day to day conflicts. The research suggests that faculty and staff training programs, workshops to improve service quality would help to narrow the gap between customer’s perceptions and expectations.

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Relationship of Customer Relationship Learning to Service Quality of Regional Development Banks

Journal of Asian Multicultural Research for Economy and Management Study ◽

10.47616/jamrems.v2i2.108 ◽

2021 ◽

Vol 2 (2) ◽

pp. 40-45

Author(s):

Bondan Seno Aji ◽

Ujianto Ujianto ◽

Mulyanto Nugroho

Keyword(s):

Service Quality ◽

Quantitative Methods ◽

Learning Strategy ◽

Customer Relationship ◽

Research Approach ◽

Goods And Services ◽

Descriptive Research ◽

Relationship Of ◽

The Relationship

This study aims to analyze the relationship between customer relationship learning and service quality at Bank Pembangunan Daerah Jawa Timur Plc, Surabaya Region. This research uses quantitative methods with a descriptive research approach. The population was 1,329 savings customers in 10 locations of the Bank Pembangunan Daerah Jawa Timur Plc network in the Surabaya region, representing the eastern, western, northern and southern regions of Surabaya with 307 respondents.The results showed that customer relationship learning had an effect on the quality of PT Bank Pembangunan's service. The area of East Java Plc in the Surabaya area, this shows that with a customer relationship learning strategy, it will be able to increase service quality. Service quality is the totality of the characteristics of goods and services that demonstrate its ability to satisfy customer needs.

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QUALITY OF SERVICE AND HOMESTAY CUSTOMER SATISFACTION USING THE SERVQUAL MODEL

Advanced International Journal of Business, Entrepreneurship and SMEs ◽

10.35631/aijbes.37006 ◽

2021 ◽

Vol 3 (7) ◽

pp. 59-74

Author(s):

Najwa Karmila Othman ◽

Nor Aishah Buang

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Quantitative Methods ◽

Early Stage ◽

Quality Characteristics ◽

Quality Of Services ◽

Five Dimensions ◽

Tourism Services ◽

The Relationship

The homestay industry is part of the tourism services industry. It is important for homestay operators to provide services that can meet the needs and satisfaction of customers. However, there are some problems related to the quality of services provided by homestay operators that affect customer satisfaction. Problems arise due to a lack of knowledge of the dimensions that can be used to provide quality services. There are five dimensions of the SERVQUAL model that are associated with service quality characteristics and are able to influence homestay customer satisfaction, namely tangible, empathy, responsiveness, reliability, and assurance. This study was conducted with the aim of finding out the relationship between the five dimensions of SERVQUAL service quality with homestay customer satisfaction and identifying the dimensions that most affect customer satisfaction. This study uses quantitative methods and distributed a total of 384 questionnaires to respondents who are local tourists staying at the Hulu Selangor homestay. The results of the study found that the dimensions of tangible, empathy, responsiveness, reliability, and assurance have a positive relationship to customer satisfaction. There are two main dimensions that most affect the satisfaction of homestay customers, namely reliability and assurance. This customer satisfaction is influenced by the treatment received while dealing with homestay employees. Friendly and courteous homestay workers make customers happy and comfortable to get help when needed. Homestay's that provide services efficiently without any errors from the early stage is also able to affect the level of customer satisfaction. Each homestay operator who are concerned with five dimensions and implement them in homestay services will strive to enhance and maintain the quality of the image as the best homestay.

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Professional preparation for service quality and organizational excellence

International Journal of Quality and Service Sciences ◽

10.1108/ijqss-02-2014-0018 ◽

2014 ◽

Vol 6 (2/3) ◽

pp. 155-163 ◽

Cited By ~ 4

Author(s):

Thong Ngee Goh

Keyword(s):

Service Quality ◽

Design Methodology ◽

Education And Training ◽

Professional Preparation ◽

Service Industries ◽

Content Type ◽

Organizational Excellence ◽

And Training ◽

Practical Implications

Purpose – The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence. Design/methodology/approach – Effectiveness, rather than academic principles, is the basis of methodologies for quality excellence. Findings – The conventional approach to quality is rooted in manufacturing which has served its purpose, but is not necessarily effective in modern days. Research limitations/implications – The work is not based on empirical data, but on the rationale behind quality management. Practical implications – Reasoning of this paper would have important implications on the way education and training of future professionals are trained, especially those for quality of service. Social implications – The concept of “customer satisfaction” must be viewed in a different context vis-à-vis the new realities of globalization and importance of service industries. Originality/value – This is a subject that has not gained sufficient attention before, though the implications of education and training are far reaching.

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Examining the Service Quality of Administrative Practices in Technical Vocational Education and Training (TVET) Colleges in South Africa

African Journal of Business and Economic Research ◽

10.31920/1750-4562/2019/14n2a9 ◽

2019 ◽

Vol 14 (2) ◽

pp. 167-185

Author(s):

Nomzamo Monica Mpanza ◽

◽

Paul Green ◽

Naresh Sentoo ◽

Cecile N. Gerwel Proches ◽

...

Keyword(s):

South Africa ◽

Service Quality ◽

Vocational Education ◽

Education And Training ◽

Vocational Education And Training ◽

Administrative Practices ◽

Technical Vocational Education ◽

And Training

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KUALITAS PELAYANAN JASA KEAGENAN KAPAL DAN KOMUNIKASI INTERPERSONAL PADA PERUSAHAAN PELAYARAN

JURNAL MANAJEMEN TRANSPORTASI DAN LOGISTIK ◽

10.25292/j.mtl.v3i2.102 ◽

2017 ◽

Vol 3 (2) ◽

pp. 217

Author(s):

Anton Pangihutan ◽

Muhammad Thamrin ◽

Asep Suparman

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Interpersonal Communication ◽

User Satisfaction ◽

Quantitative Methods ◽

Coefficient Of Determination ◽

Relationship Of ◽

The Relationship

The study aimed to analyze the relationship of services quality of ship agency, interpersonal communication with user satisfaction in PT Buana Listya Tama, both partially and simultaneously. The research uses quantitative methods by doing survey, and the data were analyzed using correlation and regression. The results show that the variables of interpersonal communication and service quality have a significant relationship either partially or simultaneously with customer satisfaction. Variable quality of service has a positive and significant correlation with t value of 4.905 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Interpersonal communication variables also has a positive correlation with customer satisfaction with the value of tcount equals to 6,108 and greater than t table of 1.998 so that Ho is rejected and Ha is accepted. Through the F test it is found that the quality of service and interpersonal communication are simultaneously correlated with satisfaction where the F count is larger than F table (90.839> 2.75) so that Ho is rejected and Ha is accepted. The coefficient of determination (R Square) between variables is 0.749 or 74.9%. The amount of the contribution of service quality and interpersonal communication on customer satisfaction is 74.9%, whereas 25.1% influenced by other factors not examined.

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Strategi Penyelenggaraan Diklat Dan Ujian Sertifikasi Keahlian Pengadaan Barang/ Jasa Pemerintah Di Lingkungan Pemerintah Kabupaten Magelang

Kajian Bisnis STIE Widya Wiwaha ◽

10.32477/jkb.v24i1.219 ◽

2017 ◽

Vol 24 (1) ◽

pp. 87-106

Author(s):

Wiharyanto Wiharyanto

Keyword(s):

Education And Training ◽

Test System ◽

Civil Servants ◽

Quality Of Education ◽

Alternative Formulation ◽

Computer Assisted ◽

Certification Exams ◽

The Government ◽

And Training

The study aims to analyze about the low graduation and certification exam training participants of the procurement of goods / services of the government and its contributing factors, and formulate a strategy of education and training and skills certification exams procurement of goods / services of the government. Collecting data using the method of study documentation, interviews, and questionnaires. Is the official source of information on the structural and functional Regional Employment Board, as well as the participants of the training and skills certification exams procurement of goods / services of the government in Magelang regency government environment. Analysis using 4 quadrant SWOT analysis, to determine the issue or strategic factors in improving the quality of education and training and skills certification exams procurement of government goods / services within the Government of Magelang regency. The results show organizer position is in quadrant I, which is supporting the growth strategy, with 3 alternative formulation strategies that improve the quality of education and training and skills certification exams procurement of government goods / services, and conducts certification examination of the procurement of government goods / services with computer assisted test system (CAT). Based on the research recommendations formulated advice to the organizing committee, namely: of prospective participants of the training and skills certification exams procurement of goods / services the government should consider the motivation of civil servants, is examinees who have attended training in the same period of the year, the need for simulation procurement of goods / services significantly, an additional allocation of training time, giving sanction to civil servants who have not passed the exam, the provision of adequate classroom space with the number of participants of each class are proportional, as well as explore the evaluation of education and training and skills certification exams procurement of goods / services for Government of participants.

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