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

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

Authors
Lia Puspitasari1, *, Ratih Hurriyati1, Heny Hendrayati1
1Universitas Pendidikan Indonesia, Bandung, Indonesia
*Corresponding author. Email: puspitasari.lia@upi.edu
Corresponding Author
Lia Puspitasari
Available Online 12 September 2025.
DOI
10.2991/978-94-6463-817-2_130How to use a DOI?
Keywords
Digital Talent Scholarship; Customer Satisfaction; Thematic Academy
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.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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<Previous Article In Volume
Volume Title
Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
12 September 2025
ISBN
978-94-6463-817-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-817-2_130How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Lia Puspitasari
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
PY  - 2025
DA  - 2025/09/12
TI  - Assessing Customer Satisfaction in Thematic Academy Training Program using Net Promoter Score
BT  - Proceedings of the 9th Global Conference on Business, Management and Entrepreneurship (GCBME 2024)
PB  - Atlantis Press
SP  - 1096
EP  - 1102
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-817-2_130
DO  - 10.2991/978-94-6463-817-2_130
ID  - Puspitasari2025
ER  -