TY  - THES
N1  - Dr. Ir. Yandra Rahadian Perdana, ST., MT.
ID  - digilib78809
UR  - https://digilib.uin-suka.ac.id/id/eprint/78809/
A1  - Wisnu Aji, NIM.: 24206061001
Y1  - 2026/08/18/
N2  - Technical 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.
PB  - UIN SUNAN KALIJAGA YOGYAKARTA
KW  - Kepuasan Peserta
KW  -  Kualitas Layanan
KW  -  SERVQUAL
KW  -  Kano
M1  - masters
TI  - ANALISIS KEPUASAN PELANGGAN UNTUK MENINGKATKAN KUALITAS LAYANAN DAN KOMPETENSI PESERTA (STUDI KASUS LEMBAGA TRAINING KETEKNIKAN YTI CAD CAM KARAWANG)
AV  - restricted
EP  - 124
ER  -