Enhancing Service Quality Through Employee Training and Development: A Literature Review

Nisifa Prila Anisa; Rizqi Angelika Sumardi; Nabilla Kusuma Dewi; Mohamad Zein Saleh

doi:10.54066/jurma.v2i4.2549

Authors

Nisifa Prila Anisa Universitas Pembangunan Jaya
Rizqi Angelika Sumardi Universitas Pembangunan Jaya
Nabilla Kusuma Dewi Universitas Pembangunan Jaya
Mohamad Zein Saleh Universitas Pembangunan Jaya

DOI:

https://doi.org/10.54066/jurma.v2i4.2549

Keywords:

Service Quality Improvement, Employee Training, Employee Development

Abstract

This study aims to analyze the contribution of employee training and development to improving service quality from a company perspective. Service quality is an important factor in retaining customers and creating a competitive advantage. Effective training helps employees develop the technical and interpersonal skills necessary to provide responsive and empathetic service, which are two important dimensions in service quality assessment. The results of the study show that employee training and development have a positive impact on the company. This study concludes that employee training and development is an important strategy that can improve the quality of service and the company's competitiveness in the market.

References

Fitria. A, & Suriani, L. (2015). PELAKSANAAN PROGRAM PELATIHAN DAN PENGEMBANGAN KARYAWAN FRONT OFFICE DI HOTEL FURAYA KOTA PEKANBARU.

HASANAH, T. U. (2020). PENGEMBANGAN KARYAWAN PADA PT. SUMBER ALFARIA TRIJAYA, Tbk. In PT. H.M Sampoerna Tbk. https://www.sampoerna.com/id/about-us/our-people

Lukman. (2022). PENGARUH PENGEMBANGAN SUMBER DAYA MANUSIA TERHADAP KINERJA PEGAWAI PADA BPJS KETENAGAKERJAAN KOTA JAMBI. http://repository.unbari.ac.id/id/eprint/303%0Ahttp://repository.unbari.ac.id/303/1/Mardiana 1500861201298.pdf

Ramdhan, M. (2023). PERENCANAAN DAN PENGEMBANGAN SDM. In Science Signaling (1st ed., Vol. 11, Issue 551). PT. Literasi Nusantara Abadi Grup. http://webs.ucm.es/info/biomol2/Tema 01.pdf%0Ahttp://dx.doi.org/10.1016/j.addr.2009.04.004

Baskoro, D. A., & Anggoro, D. A. (2022). THE EFFECT OF EMPLOYEE TRAINING ON SERVICE QUALITY. Journal FAME: Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services, 5(1).

Douglas, T. and Fredendall, L. (2004), “Evaluating the Deming management model of total quality in services”,Decision Sciences, Vol. 35 No. 3, pp. 393-422.

Yoo, D.K., and Park, J.A. (2007), “Perceived service quality: analyzing relationships among employee, customers and financial performance”, International Journal of Quality and Reliability Management, Vol. 21 No. 9, pp. 908-926.

Petersen, K. J., Handfield, R. B., & Ragatz, G. L. (2005). Supplier integration into new product development: coordinating product, process and supply chain design. Journal of operations management, 23(3-4), 371-388.

Ali, B. J., Gardi, B., Jabbar Othman, B., Burhan Ismael, N., Sorguli, S., Sabir, B. Y., ... & Anwar, G. (2021). Educational system: The policy of Educational system in Kurdistan Region in public Kindergarten. Ali, BJ, Gardi, B., Othman, BJ, Ismael, NB, Sorguli, S., Sabir, BY, Ahmed, SA, Hamza, PA, Aziz, HM, Anwar, G.(2021). Educational system: The policy of Educational system in Kurdistan Region in public Kindergarten. International Journal of English Literature and Social Sciences

Morgan, C., & Murgatroyd, S. (1994). Total quality management in the public sector: An international perspective. McGraw-Hill Education (UK).

Fauzi, A., Setyawan, I., Aulia, S., Harnanti, N., Linda, A., & Opusunggu, S. (2022). Pengaruh Kualitas Layanan, Kepuasan Pelanggan, Citra Perusahaan Terhadap Loyalitas Pelanggan. Jurnal Portofolio: Jurnal Manajemen dan Bisnis, 1(3), 219-227.

Tjiptono, F., & Chandra, G. (2016). Pemasaran Jasa (Prinsip, Penerapan, dan Penelitian). Andi Offset.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services marketing strategy. Wiley International Encyclopedia of Marketing.

Mensah, I., & Mensah, R. D. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36.

Mularsih, H., & Aritonang, L. (2017). Profil kualitas layanan jasa pendidikan tinggi perguruan tinggi swasta di Jakarta. Jurnal Muara Ilmu Ekonomi Dan Bisnis, 1(2), 57-67.

Alliger, G. M., Tannenbaum, S. I., Bennett Jr, W., Traver, H., & Shotland, A. (1997). A meta‐analysis of the relations among training criteria. Personnel Psychology, 50(2), 341–358.

Barney, J. B., & Tyler, B. (1991). The prescriptive limits and potential for applying strategic management theory. Managerial and Decision Economics, 17(1), 99–120.

Becker, G. S. (1962). Investment in human capital: A theoretical analysis. Journal of Political Economy, 70(5, Part 2), 9–49.

Devanna, M. A., & Tichy, N. M. (1984). Strategic human resource management. New York: Wiley.

Fitzgerald, W. (1992). Training versus development. Training and Development, 46(5), 81–84.

Klein, K. J., & Kozlowski, S. W. J. (2000). A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. Multilevel Theory, Research, and Methods in Organizations: Foundations, Extensions, and New Directions, 3–90.

Noe. (2017). Employee training and development . New York, NY: McGraw Hill Education. ISBN: 978-0078112850. Human Resource Development Quarterly, 33. https://doi.org/10.1002/hrdq.21333

Noe, R. A. (2020). Employee training and development. McGraw-Hill.

Salas, E., & Cannon-Bowers, J. A. (2001). The science of training: A decade of progress. Annual Review of Psychology, 52(1), 471–499.

Sianturi. (2018). Pengaruh Pelatihan Dan Pengembangan Karir Terhadap Kinerja Karyawan Pt Bank Mandiri (Persero) Tbk Cabang Imam Bonjol Medan. 44–85. repository.usu.ac.id/bitstream/123456789/30230/4/Chapter II.pdf.

Triton, P. B. (2010). Manajemen Sumber Daya Manusia: Perspektif Partnership dan Kolektivitas.

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D.