Evaluasi Program Pelatihan Service Excellence Menggunakan Model Four Levels Kirkpatrick pada Badan Pengelola Fasilitas Kawasan Suci Pura Agung Besakih

Kadek Dimas Lingga Arsana

Sari


Penelitian ini bertujuan mengevaluasi efektivitas Program Pelatihan Service Excellence pada Badan Pengelola Fasilitas Kawasan Suci Pura Agung Besakih menggunakan Model Four Levels Kirkpatrick, yang dilatarbelakangi oleh masih munculnya komplain pelayanan petugas setelah pelatihan. Penelitian menggunakan pendekatan kuantitatif evaluatif dengan metode deskriptif-inferensial. Data dikumpulkan melalui kuesioner terhadap 86 responden yang dipilih dengan teknik stratified proportional random sampling, dilengkapi observasi, wawancara, dan data komplain sekunder tahun 2024 dan 2025. Evaluasi level reaction, learning, dan behavior dianalisis secara deskriptif, sedangkan level results diuji menggunakan paired sample t-test atas data komplain bulanan periode Maret–Desember. Hasil penelitian menunjukkan level reaction memperoleh rerata 4,21, learning 4,21, dan behavior 4,27, seluruhnya berkategori sangat baik. Pada level results, uji paired sample t-test menghasilkan nilai Sig. (2-tailed) 0,011 dengan mean difference 1,600 (95% CI [0,471; 2,729]; Cohen’s d = 1,01), yang menunjukkan perbedaan kinerja pelayanan yang signifikan sebelum dan sesudah pelatihan melalui penurunan rata-rata jumlah komplain. Penelitian menyimpulkan bahwa Pelatihan Service Excellence berasosiasi dengan peningkatan respons, pembelajaran, dan perilaku pelayanan peserta, serta sejalan dengan peningkatan kinerja pelayanan organisasi. Keterbatasan penelitian terletak pada desain tanpa kelompok kontrol dan periode pengamatan yang relatif singkat, sehingga penurunan komplain perlu dimaknai secara proporsional.

Teks Lengkap:

Download PDF

Referensi


Alsalamah, A., & Callinan, C. (2021). Adaptation of Kirkpatrick’s four-level model of training criteria to evaluate training programmes for head teachers. Education Sciences, 11(3). https://doi.org/10.3390/educsci11030116

Anggraini, F. D. P., Aprianti, A., Setyawati, V. A. V., & Hartanto, A. A. (2022). Pembelajaran Statistika Menggunakan Software SPSS untuk Uji Validitas dan Reliabilitas. Jurnal Basicedu, 6(4), 6491–6504. https://doi.org/10.31004/basicedu.v6i4.3206

Armstrong, M., & Taylor, S. (2023). Armstrong’s handbook of human resource management practice : a guide to the theory and practice of people management (16th ed.). Kogan Page.

Attia, A. M., Honeycutt Jr., E. D., Fakhr, R., & Hodge, S. K. (2021). Evaluating Sales Training Effectiveness at the Reaction and Learning Levels. Services Marketing Quarterly, 42(1–2), 124–139.

https://doi.org/10.1080/15332969.2021.1948489

Azmy, A., & Setiarini, N. Y. (2023). Kirkpatrick Model as Evaluation Training Program for Assessor: Case Study of Government Employee. International Journal of Management, Accounting and Economics, 10(9), 2383–2126. https://doi.org/10.5281/zenodo.10115328

Creswell, J. W. ., & Creswell, J. David. (2023). Research design : qualitative, quantitative, and mixed methods approaches (6th ed.). SAGE Publications, Inc.

Darmanto, P. M., Putri, N., & Darmanto, M. (2025). the Impact of Customer Complaint Resolution Time on the Number of Network Complaints at PT XYZ: an Experimental Study on the Implementation of Complaint Handling Technology (SOC Platform). The Eastasouth Management and Business, 4(01), 126–142. https://doi.org/10.58812/esmb.v4i01

Dessler, Gary. (2023). Human resource management (16th ed.). Pearson Education Limited.

Faisal-E-Alam, Md., & Islam, A. R. Md. T. (2025). Exploring the Hierarchical Framework of the Kirkpatrick Model in Training Evaluation from a Developing Country. Evaluation and Program Planning, 113, 102696. https://doi.org/10.1016/j.evalprogplan.2025.102696

Gurunathan, A. (2025). Evaluating the Efficacy of Employee Training and Development Using Kirkpatrick’s Four-level Training Model: A Quantitative Approach. in Journal of Management Research and Analysis (Vol. 12, Number 1).

Larasati, A., & Asropi, A. (2025). Training Evaluation Based on the Kirkpatrick Levels 2 and 3 Evaluation Model: A Case Study on Induction Program for Novice Teachers. Jurnal Borneo Administrator, 21(1), 17–32. https://doi.org/10.24258/jba.v21i1.1560

Lestari, A. D., & Dewi, E. F. (2024). Evaluation of Training Core Program in Hotel Industry using Kirpatrick Model. Himalayan Journal of Economics and Business Management, 05(01), 1–11. https://doi.org/10.47310/hjebm.2024.v05i01.030

Makwana, D., Engineer, P., Dabhi, A., & Chudasama, H. (2023). Sampling-Methods-in-Research-A-Review. International Journal of Trend in Scientific Research and Development. www.ijtsrd.com/papers/ijtsrd57470.pdf

Natali, G., Marsofiyati, & Rachmadania, F. R. (2023). Analisis Implementasi Standar Pelayanan Prima pada Divisi Pelayanan Pelanggan PT ASDP Indonesia Ferry (Persero). Triwikrama: Jurnal Ilmu Sosial.

Nawaz, F., Ahmed, W., & Khushnood, M. (2022). Kirkpatrick Model and Training Effectiveness: A Meta-Analysis 1982 to 2021. Business & Economic Review, 14(2), 35–56. https://doi.org/10.22547/BER/14.2.2

Nguyen, B. T., Nguyen, V. A., Blizzard, C. L., Palmer, A., Nguyen, H. T., Quyet, T. C., Tran, V., Skinner, M., Perndt, H., & Nelson, M. R. (2024). Using the Kirkpatrick Model to Evaluate the Effect of a Primary Trauma Care Course on Health Care Workers’ Knowledge, Attitude, and Practice in Two Vietnamese Local Hospitals: Prospective Intervention Study. JMIR Medical Education, 10. https://doi.org/10.2196/47127

Nor, A. I. (2025). The Effect of Training on Public Service Delivery Effectiveness in Public Sector Organizations: the Mediating Role of Civil Servants’ Performance. Cogent Social Sciences, 11(1). https://doi.org/10.1080/23311886.2025.2466788

Rahmadania, D., Retnowati, E., Sasmita, K., & Fitriyani, H. (2024). Evaluating Reproductive and Sexual Health Training for Red Cross Youth: the Kirkpatrick Model. Journal of Nonformal Education, 10(1), 179–194. https://doi.org/10.15294/jone.v10i1.1803

Setiawan, Y., Junaedi, T., & Chandra, T. (2021). The Effect of Employee Work Ethics and Training on Employee Performance and Service Quality at PT XL Axiata Riau. In Journal of Applied Business and Technology (JABT) (Vol. 2021, Number 3).

Setyowati, T., Darmawan, M., & Winahyu, P. (2022). Pengaruh Pelatihan Service Excellent dan Employee Engagement Terhadap Peningkatan Kinerja Karyawan. Jurnal Ekonomi Dan Bisnis GROWTH.

Sihotang, M. A., Rulistiani, A., & Nurfatimah, M. (2022). Analisis Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Prima (Excellent Service) Pada E-Commerce Shopee. TRANSEKONOMIKA: Akuntansi, Bisnis, Dan Keuangan.

Sugiyono. (2023). Metode Penelitian Kuantitatif, Kualitatif, dan R&D.

Tsou, H. T., Chen, J. S., Mai, T. O., & Jade, N. B. N. (2025). Soft HRM Practices Fostering Service Innovations and Performance in Hospitality Firms. Sustainability (Switzerland), 17(3). https://doi.org/10.3390/su17030895




DOI: https://doi.org/10.37531/mirai.v11i2.12189

Refbacks

  • Saat ini tidak ada refbacks.


Flag Counter

Creative Commons License

JURNAL MIRAI MANAGEMENT is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Web Analytics