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Handoko, Pryo
Sekolah Tinggi Ilmu Administrasi Banten, Pandeglang Indonesia
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Improving the Quality of Public Services through Training Evaluation with the Kirkpatrick Method Pryo Handoko; Mohammad Raudy Gathmyr; Mara Elaiza Augustine Flores; Aqila Hj Zaini
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 3 (2022): Budapest International Research and Critics Institute August
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i3.6923

Abstract

This study aims to answer the question of how to improve the quality of public service through training and how to evaluate the training to be effective through the Kirkpatrick method. This is qualitative research with a case study approach. Data was collected through unstructured interviews with 30 visitors who are taxpayers to obtain data related to the quality of services provided by civil servants at KPP Pratama Tanah Abang Dua.In addition, to obtain data related to the quality of training held for the civil servants (ASN), the researchers interviewed 10 ASN who had attended the training. The results of this study indicate that the public services implemented at the KPP Pratama Tanah Abang Dua still need to be improved. The services provided by the civil servants are still complained by taxpayers, namely in the aspects of Reliability, Responsiveness, Assurance, Empathy, and Tangible. The results of this study also indicate that the quality of the training that has been held must be improved regarding all aspects of the training, namely the quality of the trainers, the material presented, the type of exercise, case studies and various teaching aids. The training must also be followed up with training evaluations and assessments of all civil servants after participating in the training. 
Co-Authors Abdul Halim, Ibrohim Ade Hadiono Agus Lukman Hakim Aqila Hj Zaini Arif Nugroho Arif Nugroho Bahtiar, Rizal Eva Latifah Hadiono, Ade Hendrarso, Panji Hikmah, Mia Nurul Ihin Solihin Ipah Mulyani IRWAN, IRWAN ZAINI Jumanah, Jumanah Kurnia, Nina Mara Elaiza Augustine Flores Miftah Faiz Ali Ramdhani Mila Karmila Mohammad Raudy Gathmyr Mulyani, Ipah Nasir Nasir Ni Luh Nopi Andayani Nina Kurnia Reni Tania Reni Tania, Reni Sanjaya, Natta Siti Aina Firdaus Solihin, Ihin Sonjaya, Trisna Trisna Sonjaya Veithzal Rivai Zainal Yudi Yudistira