Does Service Quality in Education and Training Process Matters? Study of Government’s Human Resource Agencies in Indonesia

• DOI: 10.7160/eriesj.2020.130104
• Publication Date: 2020-04-01T15:42:29Z
• Authors: Hety Budiyanti; Shine Pintor Siol...; Muhammad Djajadi; Sri Astuty
• Keywords: 4. Education; 0502 economics and business; 05 social sciences

This study aims to investigate the application of service quality theory explain and predict satisfaction, trust, motivation participants at leadership education training programs echelon 3 4 held by Human Resource Development Board Province in Indonesia. uses purposive sampling survey methods generate sampling, which consists 480 respondents from some main provinces The data are analyzed using Variance Based Structural Equation Modeling - Partial Least Square due existence formative indicators for quality. result shows that five dimensions have a positive significant effect on participants' which, turn, impacts their trust motivation. Responsiveness is one with greatest influence satisfaction. Data collected this limited context 4. Thus, further research may involve other programs. results serve as guideline providers or places Indonesia increase quality, will impact participants.