Institutional Repository UIN Sunan Kalijaga YogyakartaANALISIS KEPUASAN PELANGGAN UNTUK MENINGKATKAN KUALITAS LAYANAN DAN KOMPETENSI PESERTA (STUDI KASUS LEMBAGA TRAINING KETEKNIKAN YTI CAD CAM KARAWANG)NIM.: 24206061001Wisnu AjiauthorTechnical training institutions play an important role in preparing a competent workforce capable of meeting the demands of an ever-evolving industrial environment. YTI CAD CAM Karawang is a vocational education institution that provides training programs in Computer-Aided Design (CAD) and Computer-Aided Manufacturing (CAM). Along with technological advancements in the Industry 4.0 era, characterized by digitalization and automation, training institutions are required to provide services and training programs that align with industry needs. This study aims to analyze the level of trainee satisfaction at YTI CAD CAM Karawang and identify service attributes that need improvement to enhance service quality and participant competency. The research employs a quantitative approach by integrating the SERVQUAL and Kano models. The SERVQUAL model is used to measure the gap between participants’ expectations and perceptions of service quality, while the Kano model is utilized to classify customer requirements based on their impact on satisfaction.Research data were collected through questionnaires distributed to participants who had completed training programs during a specific period. The variables examined include teaching quality, training material relevance, instructor competence, training facilities, and administrative services. The collected data were analyzed using descriptive statistics to describe participants’ satisfaction levels, while the Kano method was applied to categorize service attributes according to customer needs. The results of this study are expected to provide insights into the service attributes that most significantly influence participant satisfaction and serve as a basis for developing strategies to improve service quality. Furthermore, the findings are expected to contribute to the advancement of quality management practices in vocational education and technical training institutions in Indonesia.658.812 Customer Relations / Kepuasan Pelanggan2026-08-18UIN SUNAN KALIJAGA YOGYAKARTA;FAKULTAS SAINS DAN TEKNOLOGIThesis

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