“Effects of Classes Participants Satisfaction on Certification Pass Rate” (Case : TELKOM Professional Certification Center)
by:
Rina Djunita Pasaribu Jan Esson Saragih Syahruddin Podding (Telkom Professional Certification Center) Adhi Prasetio (Telkom University)
OUTLINES Introduction/ Background Literature Rev. (Service Qual. & Pass Rate)
Methodology Result & Discussion
Conclusion and Recommendations
• Certification Body / Authority • Certification Owner • ATC
Benefits for: • Individuals • Companies
What
Who
“the voluntary process by which a nongovernmental entity grants a timelimited recognition and use of a credential to an individual after verifying that he or she has met predetermined and standardized criteria”
Why
Where
• Individuals can use certification as a valuable differentiation factor from other employee or professionals. • Companies can obtain optimal results by having certified employee
How Certification could be earned through direct certification exam or precedeed by preparation/ rehearsal classes (‘bootcamp’ classes)
Quality Pass Rate
4W-1H Certification
INTRODUCTION
INTRODUCTION
Ready to use Datas
Literature
Applied Research
Fast : Support from TelkomPCC to increase pass rate
SERVICE QUALITY & PARTC RATE
Kottler and Keller : “service is any act or performance one party can offer to another party that is essentially intangible and does not result in the ownership of anything” Zeithaml, Bitner and Gremler mention that “service are deeds, processes, and performances provided or coproduced by one entity or person for another entity or person”
Kotler and Armstrong mention that a service company face 3 major marketing tasks. Those tasks are service differentiation, service quality and service productivity
Zeithaml, et. al 5 criterias affect service quality : 1. Tangible, 2. Empathy 3. Reliability 4. Responsiveness 5. Assurance
Study already conducted to find out the relationship between service quality and student's performance. Student’s satisfaction and motivation are important for better performance of students Satisfaction more significant than motivation. (Ahmed, Ishfaq et. al. (2010).
Frame of thinking
H1 : Tangible has positive effect to participant pass rate significantly
H2 : Empathy has positive effect to participant pass rate significantly H3 : Responsiveness has positive effect to participant pass rate significantly H4 : Reliability has positive effect to participant pass rate significantly
H5: Assurance has positive effect to participant pass rate significantly
RESULT There are no partial significant effect from tangible, empathy, reliability, responsiveness and assurance dimension to participant pass rate Your text here
1. Former study by Ahmed, mentioned that there are other variable that affect student’s performance, satisfaction and motivation [1]. In TPCC case, participants main motivation is to get the certificate. 2. The majority of preparation class participants are competent people before they come to the preparation class. 3. The majority of certification used as samples in this research is the international certification with high pass rate
CONCLUSION & RECOMMENDATIONS Conclusion 1. There is no effect of participant satisfaction on class pass rate. 2. The result also shows that there are no significant effect from all of service quality dimension to participant pass rate. 3. This result caused by 3 reasons: motivation, participants characteristic and the type of certification. Recommendation 1. Elaborate other dimensions: motivation and participants characteristic in next research 2. Conduct research in segmented datas; based on local/international certification category
References 1. 2. 3. 4. 5. 6. 7. 8.
Ahmed, Ishfaq et. al. (2010). Does Service Quality Affect Student's Performance? Evidence from Institues of Higher learning. African Journal of Business Management, Vol. 4(12), pp. 2527-2533 Hair, Joseph et al. 2010. Multivariate Data Analysis. New Jersey: Prentice Hall International, Inc. Kotler, Philip and Armstrong, Gary (2010). Principles of Marketing – 14/E, Harlow, Pearson Education. Kotler, Philip and Keller, K.L . (2012). Marketing Management – 14/E, Harlow, Pearson Education. NOCA. (2013). What is Certification?. Retrieved on September 2013. Available at http://noca.org/GeneralInformation/WhatisCertification/tabid/63/Default.aspx Zeithaml, Valarie A. , Parasuraman, A., Berry, Leonard L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press:New York. Zeithaml, V.A., Bitner, M.J dan Gremler, Dwayne D. (2009). Service Marketing : Integrating Customer Focus Accros the Firm, Boston, McGraw-Hill . PT Telkom, TelkomPCC information and data.
THANKYOU - TERIMAKASIH Pelihara Persatuan - Jayalah Indonesia - Jayalah Telkom Indonesia
Variabel Laten dan Indikator Variabel TERRA Assurance Assurance Assurance Assurance Assurance Assurance Assurance Assurance Assurance Empathy Empathy Empathy Reliability Reliability Reliability Responsiveness Responsiveness Responsiveness Tangible Tangible Tangible Tangible Tangible Tangible
Nama Indikator Mengusai Materi Pelatihan Memberikan Best Practice Relevan dan Aplikatif Menggunakan Metode Pengajaran yang tepat Bersikap Professional selama Pelatihan berlangsung sesuai code of conduct dan code ethic instruktur Tujuan Pelatihan dapat dipahami dengan jelas Materi mudah dipahami Metode Pelatihan membantu memahami materi Materi membantu dalam melaksanakan pekerjaan Materi menarik dan menantang Mampu Membangun Komunikasi yang Interaktif Petugas Ramah Variasi Menu dan Penataan Makanan Menyampaikan materi secara efektif Mampu mengelola waktu secara efektif sesuai tujuan Materi sesuai dengan tujuan pelatihan Petugas Proaktif Kecepatan Memberikan pelayanan dari petugas Keramahan dan responsivitas petugas Kelengkapan kelas/media pembelajaran dan sarana penunjang Kualitas kelas/media pembelajaran dan sarana penunjang Kerapian dan kebersihan kelas dan sarana penunjang Penyajian Materi dan Training Kit Kebersihan, kerapihan, dan kenyamanan ruang kafetaria Kebersihan dan kesehatan makanan
Katetgori Instruktur Instruktur Instruktur Instruktur Materi & Metode Materi & Metode Materi & Metode Materi & Metode Materi & Metode Instruktur Layanan Konsumsi Layanan Konsumsi Instruktur Instruktur Materi & Metode Layanan Konsumsi Layanan Konsumsi Layanan Konsumsi Sarana Kelas Penunjang Sarana Kelas Penunjang Sarana Kelas Penunjang Sarana Kelas Penunjang Layanan Konsumsi Layanan Konsumsi
Tabel yang terkait penerimaan hipotesis (penjelasan slide Result) ANOVAb Sum of
Model 1
Squares Regression
Df
Mean Square
2251.776
5
450.355
Residual
21479.457
45
477.321
Total
23731.233
50
F .944
Calculated Fcalc is 0.944 and. With df1 = 6 – 1= 5; df2 = 51-5-1 = 45, α=5%, Ftable = 2.422. Since Fcalc < Ftable, then H0 is supported that there is no effect from all TERRA to Pass rate alltogether.
Sig. .462a
a. Predictors: (Constant), Avg_Assurance, Avg_Responsiveness, Avg_Tangible, Avg_Reliability, Avgl_Empathy b. Dependent Variable: Kelulusan
Coefficientsa
With α=5%, df = 45, ttable = 2.01, all - t table < t calc < t table, that means H0 is supported that there is no partial effect from each TERRA dimension to Pass Rate.
Model 1
Unstandardized
Standardized
Coefficients
Coefficients
B (Constant)
Std. Error
98.031
41.357
Avg_Tangible
-.548
1.091
Avgl_Empathy
.201
Avg_Reliability
Beta
t
Sig.
2.370
.022
-.218
-.502
.618
1.442
.082
.140
.890
-.729
1.295
-.244
-.563
.576
Avg_Responsiveness
.785
1.129
.428
.695
.490
Avg_Assurance
.048
1.449
.016
.033
.974
a. Dependent Variable: Kelulusan
Persamaan (penjelasan slide 8) • Y = 98.031 – 0.548 X1 (0.618) + 0.201 X2 (0.890) - 0.729 X3 (0.576) + 0.785 X4 (0.490) + 0.048 X5 (0.974)
“Five Core Elements of ASEAN Single Market”
Good
Skilled labour
Service
Free flow of
Capital
In allowing for managed mobility or facilitated entry for the movement of natural persons engaged in trade in goods, services, and investments, according to the prevailing regulations of the receiving country, ASEAN is working to facilitate the issuance of visas and employment passes for ASEAN professionals and skilled labour who are engaged in crossborder trade and investment related activities
Invest ment Sumber : AEC Bluepint
“Five Core Elements of ASEAN Single Market” Focus on Comm & Info (ICT) Cert Body (TelkomP CC)
Acade mic Regulator
1. Enhance cooperation among Indonesia academic members to increase competences for both students and staff. 2. Develop core competencies and qualifications for job/occupational and trainers skills required in communication & information sectors; 3. Strengthen the research in terms of promoting skills, job placements, and developing labour market information networks
CERTIFICATION 1. Compulsary for Indonesian Comm & Info Skilled Labour (Supported by Regulation) 2. Compulsary for Cross Border Skilled Labour (Supported by Regulation)
Mega PROGRAM Manfaat TelkomPCC untuk Indonesia :“ Sertifikasi bagi Bangsa” Peningkatan Daya Saing Tenaga Kerja Indonesia
1
Sertifikasi SMK+D1 : Affordable Price (ICT) Kerjasama DIKBUD-KOMINFO-TelkomPCC • • • •
Extra Effort, Support & Cooperation
Jumlah SMK Nas = 9.875 bh Mkt size, Est.Lulusan/th = 1,3 jt org Addressable Market (industri T-I-M-E-S) = 150 K/th Target (~10% Market Share) = 15 K/th
Internasionalisasi Sertifikasi Indonesia
2
Internasionalisasi : Image sertifikasi Indonesia di mata Dunia Produk: Sertifikasi TCXXX, Co-Branding, SKKNI Coverage: Foorprints InEx Telkom Strategi: Industry (Telkom/TGroup/Tecosystem) Asosiasi, Regulasi
Mega PROGRAM #1 “Sertifikasi bagi Bangsa” - Sertifikasi SMK & D1 Kontribusi Unit Terkait => Affordable Price
Affordable Price (usulan): •Cost sertifikasi Rp.1,5jt *) •Kontribusi TelkomPCC : *) at cost •Kontribusi DIKBUD Rp.1jt/org => Beasiswa •Harga ke siswa Rp.0,5jt/org
2017 : Tot Sert=15K org Tot Kebut.Kont. Dana= Rp.15 M -
15.000 9.000 1.000
2013
6.000
3.000
2014
2015
2016
2017
Progress Mega Program Sertifikasi Untuk Bangsa – Tahap Awal Pembentukan LSP-TPCC: • Pembentukan LSP (SKKNI-TIFO) - Selesai • Lisensi dari BNSP – Tahap Akhir Pelatihan Assessor: • In house training Assessor Kompetensi : 7 SMK - Selesai • In house training Assessor Lisensi - Selesai Penyiapan SMK (10 SMK) • Sebagai TUK : Selesai (Aceh, Medan, Jkt, Bd, Tasik, Malang, Klaten, Pwt, BPP, UP) Penyiapan siswa : • Siswa dan lulusan (terkait Telkom Ecosystem / PT.Telkom Akses dan Mitranya): Selesai Penyiapan subsidi : • Interim, bantuan CDC Telkom (batch-1 : 28 Agustus 2013) – Selesai • Kontinuitas : perlu dukungan DEPDIKBUD
