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41 Technium Soc. Sci. J. 1 (2023)

handle is hein.journals/techssj41 and id is 1 raw text is: Technium Social Sciences Journal Vol. 41, 1-16, March, 2023 ISSN: 2668-7798 SOCIAL SCIENCES JOURNAL www.techniumscience.com Analysis of the role of pt ASDP Indonesia Ferry (Persero)'s training and development program to improving customer satisfaction Dian Fairizah Indra Putri, Eko Sakapurnama Department of Administration Sciences, Faculty of Social and Political Sciences, University of Indonesia, Depok, Indonesia dianfindraputrigmail.com, eko.sakapurnamakui.ac.id Abstract. As a public service company, PT ASDP Indonesia Ferry (Persero) needs to improve the quality of human resources and service quality in order to maintain customer satisfaction. The type of study used is descriptive with a qualitative approach. This research was conducted to determine the role of the training and development program carried out by PT ASDP Indonesia Ferry (Persero) as an effort to improve the quality of service to the community. This study was design to show whether efforts to improve PT ASDP Indonesia Ferry (Persero)'s service quality are able to compete with their competitors. Keywords. Human Resources, Training and Development, Public Service, Customer Satisfaction, PT ASDP Indonesia Ferry (Persero) 1. Introduction The Transportation Services Sector is one of the most important service trade sectors for Indonesia. This is due to the condition of Indonesia as an archipelagic country which requires connectivity in the transportation sector, especially in terms of transporting goods and also passengers (Transportation Services Sector Information Book, 2021: 7). Bambang Susanto, Deputy Minister of Transportation during President SBY's era, said that sea transportation is one of the lifeblood of the Indonesian economy. If sea transportation is disrupted, the national economy will also be disrupted. In the 2020-2024 National Medium-Term Development Plan (RPJMN), it is stated that the transportation and warehousing services sector is one of the contributors or engines of economic growth in Indonesia. The transportation services sector has grown by around 8.8 percent per year. (Transportation Services Sector Information Book, 2021: 7). There are several types of sea transportation in Indonesia, one of which is passenger ships. The capacity of the passenger ship is so wide that it can accommodate many passengers. In Indonesia, there are several companies that provide sea transportation services, one of which is PT ASDP Indonesia Ferry (Persero). PT ASDP Indonesia Ferry (Persero) is a State-Owned Enterprise (BUMN) that provides crossing transportation services that function as bridges connecting road networks separated by waters to transport passengers and vehicles and their 1

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