Needs Analysis of Competency-Based Training for Customer Service Representatives
DOI:
https://doi.org/10.21009/jmp.v16i1.56909Keywords:
Training, Competence, Costumer Service RepresentativeAbstract
Background
Traditional training methods often emphasize generic content and may fail to address the specific competencies needed for effective performance in customer service roles. Consequently, there is a growing need for competency-based training (CBT) programs that align training objectives with actual job requirements and performance expectations. CBT focuses on developing specific skills, behaviors, and knowledge areas that are directly linked to job success.
Purpose
This study aims to analyze the need for competency-based training for Customer Service Representatives (CSR) at Bank Syariah Indonesia (BSI), especially in Region VI Bandung.
Design/method/approach
Using a descriptive-verification approach with a non-experimental method, data were collected through a Likert questionnaire from CSR Region VI Bandung. Cluster analysis and Mann-Whitney tests revealed that out of 12 competency indicators, there were 8 indicators (such as empathy, communication, and problem solving) that showed significant differences between the superior and average CSR groups.
Results
This study shows that eight core competencies such as empathy, communication, and problem-solving need to be improved through focused training to enhance CSR performance at Bank Syariah Indonesia.
Contribution/value
This study holds strategic value in designing data-driven CSR competency training to enhance service quality in Islamic banking.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Herlana Baaqi Bella
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Jurnal Manajemen Pendidikan allow the author(s) to hold the copyright without restrictions and allow the author(s) to retain publishing rights without restrictions, also the owner of the commercial rights to the article is the author.
Jurnal Manajemen Pendidikan has CC-BY NC SA or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work.
In developing strategy and setting priorities, Jurnal Manajemen Pendidikan recognize that free access is better than priced access, libre access is better than free access, and libre under CC-BY NC SA or the equivalent is better than libre under more restrictive open licenses. We should achieve what we can when we can. We should not delay achieving free in order to achieve libre, and we should not stop with free when we can achieve libre.
Jurnal Manajemen Pendidikan site and metadata is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License
Jurnal Manajemen Pendidikan is Open Access articles published under the Creative Commons CC BY-NC-SA License This license permits use, distribution and reproduction in any medium for non-commercial purposes only, provided the original work and source is properly cited. Any derivative of the original must be distributed under the same license as the original.
