<![CDATA[This community service program was motivated by the limited understanding among vocational high school students regarding service concepts that remain procedural and insufficiently oriented toward customers’ emotional experiences. The program aimed to improve students’ competencies in delivering services that integrate customer satisfaction and customer happiness. The activity employed a participatory training approach through interactive lectures, focused group discussions, and role-play simulations involving 94 twelfth-grade students of SMK Prakarya Internasional. This approach was designed to strengthen conceptual understanding, practical skills, and empathetic service attitudes oriented toward customer experience. The results demonstrated improvements across all evaluation indicators. Understanding of customer satisfaction increased from 65% to 84%, understanding of customer happiness increased from 52% to 83%, the ability to distinguish satisfaction from happiness increased from 58% to 86%, and empathy-based service attitudes increased from 68% to 89%. In addition, qualitative observations revealed behavioral changes among students, particularly in communication skills, responsiveness, and empathy during service practices. Therefore, the program proved effective in transforming students’ service orientation from task-based service to experience-based service and is relevant for strengthening vocational education competencies in the service sector.]]>
Copyrights © 2026
