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Assessing Customer Satisfaction in Thematic Academy Training Program using Net Promoter Score

In: Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)

Author

Listed:
  • Lia Puspitasari

    (Universitas Pendidikan Indonesia)

  • Ratih Hurriyati

    (Universitas Pendidikan Indonesia)

  • Heny Hendrayati

    (Universitas Pendidikan Indonesia)

Abstract

Customer satisfaction is a key metric for determining the success of a company’s or organization’s product or service, including training providers. Assessing the participants’ satisfaction with the program is critical to improving program quality. This study aims to determine training participants’ level of satisfaction with the Thematic Academy program from the Digital Talent Scholarship (DTS), which provides basic-level digital training in information and communication technology. This study used a quantitative approach by distributing an online questionnaire with a purposive sampling technique. This research utilized the Net Promoter Score to analyze the level of satisfaction of training participants in training courses held in West Java and Banten. The results showed that the level of training participant satisfaction falls into the excellent category in terms of training organizer, trainers, course material, course theme, and social media. The findings of this study can be used as recommendations for the training organizer to improve the services provided to training participants.

Suggested Citation

  • Lia Puspitasari & Ratih Hurriyati & Heny Hendrayati, 2025. "Assessing Customer Satisfaction in Thematic Academy Training Program using Net Promoter Score," Advances in Economics, Business and Management Research, in: Ratih Hurriyati & Sulastri Sulastri & Lisnawati Lisnawati & Lili Adi Wibowo (ed.), Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024), pages 1096-1102, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-817-2_130
    DOI: 10.2991/978-94-6463-817-2_130
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