The Influence of Training Quality, Price Perception, and Perceived Training Relevance on Customer Satisfaction of BNSP Training Through Transfer of Training

Aisah Aulia Rahmah; Anggun Hanif Ris Dianah; Wulan Purnamasari

doi:10.61536/escalate.v4i4.798

Authors

Aisah Aulia Rahmah Maarif Hasyim Latif University
Anggun Hanif Ris Dianah Maarif Hasyim Latif University
Wulan Purnamasari Airlangga University

DOI:

https://doi.org/10.61536/escalate.v4i4.798

Keywords:

Customer Satisfaction, Price Perception, Training Quality, Training Relevance, Transfer of Training

Abstract

This study examines the effects of training quality, price perception, and perceived training relevance on customer satisfaction through transfer of training among participants in BNSP-certified training programs at PT. Waterpedia Rejeki Langit Gresik. Using an associative quantitative approach, the study involved 165 participants from 2020 to 2025, selected through saturated sampling. Data were collected using a five-point Likert-scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results indicate that training quality, price perception, and perceived training relevance positively and significantly influence transfer of training, with path coefficients of 0.519, 0.448, and 0.453, respectively (all p < 0.001). These variables also positively and significantly influence customer satisfaction, with path coefficients of 0.171, 0.308, and 0.170, respectively (all p < 0.001). Transfer of training positively influences customer satisfaction (β = 0.670, p < 0.001) and mediates the relationships between training quality, price perception, and perceived training relevance and customer satisfaction, with indirect effects of 0.348, 0.300, and 0.303, respectively (all p < 0.001). These findings highlight the role of training transfer in translating perceived training quality, value, and relevance into customer satisfaction.

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