PENGARUH PELATIHAN TERHADAP KUALITAS PELAYANAN DENGAN PENGEMBANGAN KARIR SEBAGAI VARIABEL INTERVENING PADA PT. INSPIRASI INDONESIA BERDAYA

Abstract

Training is a fundamental factor for employees. Furthermore, the training will impact the quality of service to customers. This study aims to analyze the effect of training on service quality with career development as an intervening variable at PT. Inspirasi Indonesia Berdaya. This study used a quantitative method with a sample of 84 employees of PT. Inspirasi Indonesia Berdaya. Data were collected through questionnaires and analyzed using multiple linear regression and path analysis. The results of this study indicate that training has no effect on service quality. Furthermore, training also has no effect on career development. Meanwhile, career development has a positive and significant effect on service quality. Meanwhile, training has a positive and significant effect on service quality through career development. This study contributes to human resource management theory and has practical implications for companies to improve service quality and employee career development. The results of this study can be used as a reference for companies to improve employee training, as well as develop employee careers to improve service quality.

Keywords: Training, Service Quality, Career Development, Intervening Variable, PT. Inspirasi Indonesia Berdaya, Employees.