Service Triangle Model to Improve the Quality of Service for Prospective Workers in Surabaya Job Training Center During the New Normal Era

DOI

10.2991/978-2-38476-104-3_28How to use a DOI?

Keywords

Service Triangle Model; New Normal Era; Public Services; UPT BLK Surabaya

Abstract

Indonesia has entered a new chapter in dealing with Covid 19 and facing a new normal area, including government service. Implementing services in an agency or company requires a service model that can reflect how a service takes place. One of the service models is the service triangle, namely the service triangle. The Technical Implementation Unit of the Job Training Agency (UPT BLK) is one of the government agencies providing training to improve the competitiveness of the Indonesian people through competency-based training, competency tests, and expertise certification. For this reason, UPT BLK Surabaya is required to create a service model that can maximize and improve the quality of prospective workers even though it is within the limitations of the new normal. This study aims to formulate how the model used by UPT BLK Surabaya to improve service quality in the new normal era. This research uses the theory of the service triangle model. This research was located at UPT BLK Surabaya with informants from the Head of UPT BLK Surabaya, the Head of development and marketing, and training participants at UPT BLK Surabaya. Data collection through interviews and observations. Based on analysis using the triangular service model theory, UPT BLK Surabaya has made several service changes facing this new normal era. Some changes were made in the strategy it uses, the system it runs to customer aspects that there are changes to improve the quality of its services.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Novita Fitria Asya
AU  - Septiana Dwiputrianti
AU  - Laksmi Fitriani
AU  - Anggi Syahadat Harahap
PY  - 2023
DA  - 2023/09/29
TI  - Service Triangle Model to Improve the Quality of Service for Prospective Workers in Surabaya Job Training Center During the New Normal Era
BT  - Proceedings of the  Fourth International Conference on Administrative Science (ICAS 2022)
PB  - Atlantis Press
SP  - 289
EP  - 299
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-104-3_28
DO  - 10.2991/978-2-38476-104-3_28
ID  - Asya2023
ER  -