EVALUASI HASIL PELATIHAN BERBASIS WORKSHOP SERVICE EXCELLENCE TERHADAP PENGETAHUAN DAN PEMAHAMAN KARYAWAN ABURI KITCHEN CEMPAKA PUTIH

Service quality is a key factor influencing customer satisfaction in the food and beverage industry. To improve service quality, Aburi Kitchen Cempaka Putih conducted a service excellence workshop aimed at enhancing employees' knowledge and understanding of excellent customer service. This study aimed to examine employees' knowledge and understanding before and after the workshop and to evaluate the effectiveness of the training program. A quantitative approach with a descriptive comparative method was employed. Data were collected through pre-tests and post-tests administered to the training participants. The research population consisted of 10 employees using a saturated sampling technique. However, only nine employees completed the entire research process and were included in the analysis. Data were analyzed by comparing the mean pre-test and post-test scores and calculating the normalized gain score to measure learning improvement. The findings showed that the mean pre-test score increased from 72.78 to 87.78 in the post-test, indicating an improvement in participants' knowledge and understanding after attending the workshop. The normalized gain score was 0.55, which falls into the moderate category, suggesting that the training was moderately effective. Based on Kirkpatrick's Level 2 (Learning) Evaluation Model, the workshop successfully achieved its learning objectives. Therefore, the service excellence workshop can be considered an effective strategy for improving employees' competence and supporting service quality enhancement at Aburi Kitchen Cempaka Putih.
Keywords: service excellence, training evaluation, workshop, employee learning, pre-test, post-test, Kirkpatrick Model.

Kualitas pelayanan merupakan faktor penting dalam meningkatkan kepuasan pelanggan di industri makanan dan minuman. Penelitian ini bertujuan mengetahui tingkat pengetahuan dan pemahaman karyawan Aburi Kitchen Cempaka Putih sebelum dan sesudah mengikuti workshop service excellence serta mengevaluasi efektivitas pelatihan. Penelitian menggunakan pendekatan kuantitatif dengan metode deskriptif komparatif. Data diperoleh melalui pre-test dan post-test terhadap 9 karyawan yang mengikuti seluruh rangkaian penelitian. Hasil menunjukkan nilai rata-rata pre-test sebesar 72,78 meningkat menjadi 87,78 pada post-test, dengan gain score sebesar 0,55 yang termasuk kategori sedang. Hasil tersebut menunjukkan bahwa workshop cukup efektif dalam meningkatkan pengetahuan dan pemahaman karyawan mengenai service excellence. Berdasarkan Model Evaluasi Kirkpatrick Level 2 (Learning), tujuan pembelajaran telah tercapai. Oleh karena itu, workshop service excellence dapat mendukung pengembangan kompetensi karyawan serta peningkatan kualitas pelayanan di Aburi Kitchen Cempaka Putih.
Kata Kunci: service excellence, pelatihan, workshop, evaluasi pelatihan, pre-test, post-test, model Kirkpatrick.