FAMILY PLANNING FIELD WORKERS’ EXPECTATIONS AND PERCEPTIONS ON SERVICE QUALITY OF TRAINING AND EDUCATION AT NATIONAL POPULATION AND FAMILY PLANNING BOARD IN PROVINCE OF CENTRAL SULAWESI, INDONESIA

Fatimah Fatimah, Arisara Leksansern

Abstract

Background: Training and education for employees are the important thing to develop their knowledge, skill, performance as well as career. It is important to improve the quality of training and education service in National Population and Family Planning Board (BKKBN), specially training and education for field workers. Performance achievement of family planning field workers in province of Central Sulawesi until November 2018 was low, it was  only 57,8% from 95% as a target for a year even though BKKBN province of Central Sulawesi implemented 10 training and education to them for improve the performance. This study aims to compare between trainees expectations and perceptions of service quality and then set up the guidelines to improve the trainig and education for family planning field workes at National Population and Family Planning Board, Province of Central Sulawesi, Indonesia.

Method: This research method uses quantitative and qualitative with desciriptive design. 169 respondents filled the questionnaire with 22 statements which was pertaining with five dimensions of service quality (tangible, reliable, responsive, assurance and empathy). Moreover, focus group discussion has been used as one of qualitative methods with  the management of BKKBN as participants who conduct the training and education.

Conclussions: Level of expectation is in the highest level and level of perception in the highest level. Trainees expectation beyond their perceptions means that trainees did not satisfy with training and education, because perception was related with satisfaction. There was a significant differences between expectations and perceptions for tangible, reliability, responsive and assurance (p<0.05). All dimension had negative gap between expectations and perceptions (SQ= P-E). According to this gap, organiser who conduct training and education may be able to find the problem solving to improve the quality and reduce the gap between trainees expectations and perceptions and make the guidelines.

Full Text:

PDF

References

Pereda M, Airey D, Bennett M. Service Quality in Overseas Education: The Experience of Overseas Students. Journal of Hospitality, Leisure, Sport & Tourism Education. 2007;6(2):55-67.

Zeithaml VA, Parasuraman A, Berry LL. Delivering Quality Service Balancing Customer Perception and Expectation. New York: The Free Press; 1990.

O'Neill, MA, Palmer A. Importance-Performance Analysis: A Useful Tool for Directing Continuous Quality Improvement in Higher Education. Quality Assurance in Education. 2004;12(1):39-52.

Eres F, Clothey R. Perceived Service Quality in Schools of Education: Comparative Study between Drexel University and Gazi University. American International Journal of Social Science. 2013;2(7):6-15.

Zeithaml VA, Bitner MJ. Services Marketing. New York: McGraw-Hill; 2003.

Oliver RL. A Cognitive Model of the Antecendents and Concequences of Satisfaction. Journal of Marketing Research. 1980;17(4):460-469.

Gonroos C. A Service Quality Model and Marketing Implications. European Journal of Marketing. 1984;18(4):36-44.

Hasan HFA, Abd Razak MZ, Illias A. Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institute. Malaysia: International Business Research. 2009;1(3):163-175.

Holdford D, Reinders TP. Development of An Instrument to Assess Student Perceptions of The Quality of Pharmaceutical Education. American Journal of Pharmaceutical Education. 2001;65(2).

Ong WM. Student’s Expectation and Perceptions of SERVQUAL Performace: University Student Advisors in Australia, Malaysia and Singapore. Singapore: RMIT University; 2013.

Putri RD. Persepsi & Ekspektasi Wisatawan Terhadap Implementasi Fisik Program Pengembangan Wisata Ziarah (Studi Kasus: Pulau Kemaro, Palembang). Yogyakarta: University of Gajah Mada; 2015.

Parasuraman A, Zeithaml VA, Berry LL. Servqual: A Multiple-Item Scale for Measuring Consumers Perceptions of Service Quality. Journal of Retailing. 1988;64(1):12-40.

Bruner SJ, Postman L. On the Perception of Incongruity: A Paragigm (Firt published in Journal of Personality). USA: Harvard University; 2009.

Tears R. Expectation Performance Evaluation and Customer Perception of Quality. Journal of Marketing. 1993;57(4):18-34.

Masruhin A. Peran Pendidikan dan Pelatihan terhadap Prestasi Kerja Pegawai Negeri Sipil di BPP KKB Provinsi Jawa Timur. Jurnal Dinamika Governance FISIP UPN “Veteran” Jawa Timur. 2018;8(1).

National Population and Family Planning Board/ Badan Kependudukan dan Keluarga Berencana Nasionai (BKKBN). BKKBN Report 2018. Jakarta: BKKBN; 2019.

National Population and Family Planning Board/ Badan Kependudukan dan Keluarga Berencana Nasionai (BKKBN) Province of Central Sulawesi. BKKBN Province of Central Sulawesi Report 2018. Palu: BKKBN Province of Central Sulawesi; 2019.

Province Government of Central Sulawesi. Sulawesi Tengah. Retrieved from website: https://Sultengprov.go.id/

Anderson C. What is a Good Training Program?. Retrieved from website: https://www.bizmanualz.com/improve-your-training/what-is-a-good-training-program.html .

Zeithaml VA, Bitner MJ, Gremler DD. Service Marketing:Integrating Customer Focus Across the Firm (6th Edition). US: McGraw-Hill International; 2013.

Zeithaml VA, Parasuraman A, Berry LL. The Nature and Determinant of Customer Expectation of Service. Journal of the Academy of Marketing Science. 1993;21(1):1-12.

Chegini MG. Measuring Service Quality Expectation and Perceptions of Students at the University. Singaporean Journal of Business Economics & Management Studies. 2013;1(12):111-120.

Sultana S, Rana S. Service Quality (Service GAP Analysis) A Case Study – “KOMVUX”. Sweden: Gotland University; 2010.

Dung NTT. The Relationship between Service Quality and Students Satisfaction of Ho Chi Minh City University of Technology and Education. Thailand: Mahidol University; 2017.

Hellen GK. Service Quality and Customer Satisfaction in Certified Public Account Training Institutions in Nairobi Kenya. Kenya: University of Nairobi; 2014.

Kontic L. Measuring Service Quality in Higher Education: The Case of Serbia. Slovenia: Management. Kowledge and Learning International Conference; 2014.

Li CY, Asimira S, Suyitno. Student Expectations and Perceptions on Service Quality of E-Learning in a Selected Faculty of Public University in Malaysia. 3rd International Conference on Education Management and Administration (CoEMA). 2018;296.

Refbacks

  • There are currently no refbacks.