Efektivitas pelatihan “Good Quality Service” dalam meningkatkan kompetensi Customer Service Orientation pada karyawan ASG

Maras, Yenny (2009) Efektivitas pelatihan “Good Quality Service” dalam meningkatkan kompetensi Customer Service Orientation pada karyawan ASG. Masters thesis, Universitas Tarumanagara.

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Abstract

This research was conducted in order to find out the effectivity of “Good Quality Service” training in order to improve CSO competency for Tenant Relation department’s employees at Agung Sedayu Group. In the beginning, this research involved 29 employees, but only 10 employees from Tenant Relation department that were used in this research. The result of Training Need Analysis (TNA) shows that training is the best way to improve service quality to customers. Therefore, “Good Quality Service” training was held and because of there was few limitiations in the training, so “Good Quality Service” training part II was conducted. Training effectivity was found through evaluation, such as reaction, learning, dan behavioral evaluation. The result of training part II shows that there is a good improvement, so the training was considered effective to improve CSO competency of Agung Sedayu Group’s employees

Item Type: Thesis (Masters)
Subjects: Thesis
Skripsi/Tugas Akhir > Fakultas Psikologi
Divisions: Fakultas Psikologi > Psikologi
Depositing User: PSI PSIKOLOGI ADMIN
Date Deposited: 07 Feb 2019 02:20
Last Modified: 07 Feb 2019 02:20
URI: http://repository.untar.ac.id/id/eprint/10294

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