Expectations and perceptions of service quality toward training and education for field workers at population and family planning board, province of central Sulawesi, Indonesia

Abstract

This study aimed to compare the expectations and perceptions of service quality toward training and education for family planning field workes at Population and Family Planning Board Province of Central Sulawesi, Indonesia. This research used quantitative and qualitative studies with a descriptive design. 169 family planning field workers as respondents filled the questionnaire with 22 statements pertaining to five dimensions of service quality (tangible, reliable, responsive, assurance and empathy). Moreover, focus group discussion have been used as qualitative methods with the management/ organizer who conduct the training and education. This study found that there was a significant strong difference between expectations and perceptions in the dimension of tangible, reliable, responsive and assurance (p<0.05). All of the dimensions received a negative gap between expectations and perceptions. According to this gap, the organizer who conducts training and education may be able to find the solution to improve the quality and reduce the gap between expectations and perceptions within the guidelines of this research. Based on the finding, this study concluded with recommendation for further research, it was suggested to study this similar topic but in another province within Indonesia and compare the results.