Mengembangkan Service Oriented-Organizational Citizenship Behaviour (SOCB) Dan Kualitas Layanan (SERVQUAL)

Trainingactivities "Developing Service Oriented-Citizenship Behavior (SOCB) and Service Quality Servqual)" at BPD XXX was carried out as a follow up to the results of the study PTUPT entitled Development and Implementation of the SOCB and Serqual Models in the Industry Banking in Indonesia. The purpose of this training is to improve employee work attitudes related with SOCB and Servqual dimensions which have negative gaps in order to become positive gaps. The method used in this training uses the classical methodequipped with discussion and role play by actively involving the role of trainees. The results of the training, participants gave a positive response to the implementation and process learning with resource persons.In addition, there was also an increaseinknowledge before andafter training. The increase in the score of understanding about SOCB is greater than Servqual. SOCB was learned later, even though the service is already containing SOCB behavior. Also in the assignment and discussion related to the training material, participants completed with enthusiasm. Positive suggestions also given by participants as a form of positive response to the implementation of this training and participants can accept the material with satisfaction so that the effectiveness of the training is achieved. Related to the follow-up of this training is the need for evaluation about SOCB and Servqual behavior changes through systematic measurement. This measurement is important done because it will be able to describe the achievements of the effectiveness of training at level three namely changes in attitude or behavior. In addition, training should be about SOCB and Servqual also carried out to other staff continuously. Human resource managers can applying the coaching or mentoring methods to improve SOCB and Serqual performance. Keywords:SOCB, Servqual, Trainin