The Influence of Training Quality, Price Perception, and Perceived Training Relevance on Customer Satisfaction of BNSP Training Through Transfer of Training
DOI:
https://doi.org/10.61536/escalate.v4i3.828Keywords:
Customer Satisfaction, Price Perception, Training Quality, Training Relevance, Transfer of TrainingAbstract
Changes in job competency demands increase the need for quality, relevant training that provides value for the costs incurred by participants. However, increased training participation is not always followed by participants' ability to apply training results and satisfaction with the program. This study aims to analyze the effect of Training Quality, Price Perception, and Perceived Training Relevance on Customer Satisfaction through Transfer of Training on BNSP training participants at PT. Waterpedia Rejeki Langit Gresik. The study used an associative quantitative approach. The population and sample amounted to 165 BNSP training participants from 2020 to 2025, determined by saturated sampling technique. Data were collected using a five-point Likert-scale closed questionnaire and analyzed using Structural Equation Modeling Partial Least Squares with SmartPLS through evaluation of measurement models, structural models, hypothesis testing, and mediation analysis. The results showed that the three independent variables had a positive and significant effect on Transfer of Training and Customer Satisfaction. Transfer of Training also had a positive and significant effect on Customer Satisfaction and mediated the three relationships. In conclusion, the successful implementation of competencies is an important mechanism that strengthens the influence of quality, price perception, and relevance of training on participant satisfaction
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