The Evaluation of Islamic-Based Education and Training in Excellent Service Training Using the Kirkpatrick Model
Authors: Komalasari Yeti , Hamzah Syukri , Hadiwinarto Hadiwinarto 
Published: June 2024

Abstract: Evaluation of Islamic-Based Education and Training in Excellent Service Training Using the Kirkpatrick ModelEvaluation using the Kirkpatrick Evaluation Model with 4 levels (Kirkpatrick Four Levels Evaluation Model) was carried out aiming to determine the effectiveness of the excellent service training program implemented at the Palembang Aviation Polytechnic. In this model the evaluation is carried out at four levels, namely 1) the level of satisfaction of the participants with the implementation of the training, as measured by a questionnaire for the participants; 2) the participant's level of understanding of the training material, as measured by the pre-test and post-test questions for the participants; 3) changes in the work behavior of the training participants after returning to work, as measured by a questionnaire for the participants' superiors and subordinates; 4) the impact of changes in the work behavior of the training participants on the level of company productivity, as measured by changes in service behavior, increased customer satisfaction rates, reduced customer complaints and increased service requests. The first three levels of data are processed using Kirkpatrick's weighting formula. The results show that the level of participant satisfaction ranges from 86-95%. The pre-test average value was 72.79%, while the post-test average value was 85.37%. Of the 24 participants, according to their superiors, 22 people had better work behavior. The data shows an increase in the level of discipline and service which has an impact on customer satisfaction in public services.Abstrak: Evaluasi Pendidikan dan Pelatihan Berbasis Islami Pada Pelatihan Pelayanan Prima Menggunakan Model KirkpatrickEvaluasi yang mengunakan Model evaluasi Kirkpatrick dengan 4 level (Kirkpatrick Four Levels Evaluation Model) dilakukan bertujuan untuk mengetahui efektivitas program pelatihan pelayanan prima yang dilaksanakan di Politeknik Penerbangan Palembang. Dalam model tersebut evaluasi dilakukan terhadap empat level, yaitu 1)tingkat kepuasan peserta terhadap pelaksanaan training, yang diukur dengan kuesioner untuk peserta; 2)tingkat pemahaman peserta terhadap materi training, yang diukur dengan soal pre-test dan post-test untuk peserta; 3)perubahan perilaku kerja peserta training setelah kembali bekerja, yang diukur dengan kuesioner untuk atasan dan bawahan peserta; 4)dampak perubahan perilaku kerja peserta training terhadap tingkat produktifitas perusahaan, yang diukur dari perubahan prilaku layanan, meningkatnya angka kepuasan pelanggan, berkurangnya complain pelanggan serta meningkatnya permintaan layanan. Data ketiga level pertama diolah dengan rumus pembobotan Kirkpatrick. Hasilnya menunjukkan bahwa tingkat kepuasan peserta berkisar 86-95%. Nilai rata-rata pre-test 72,79%, sedangkan nilai rata-rata post- test 85,37%. Dari 24 peserta, 22 orang perilaku kerjanya lebih baik menurut atasan.. Data menunjukkan kenaikan tingkat kedisplinan dan layanan yang berimbas pada kepuasan pelanggan pada pelayanan publik.