Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis 1) proses pelatihan pendidikan karakter bagi satpam outsourching di BUJP PT. Shelter Nusantara Surabaya, 2) respon atau tanggapan pemakai jasa satpam (pelanggan/customer) terhadap layanan keamanan lingkungan kerja. Pelatihan pendidikan karakter ini dilaksanakan di Balai Produksi dan Informasi Audio Visual Kementerian PUPR dan Kepolisian Daerah Jawa Timur.

   Penelitian ini merupakan penelitian deskriptif dengan pendekatan metode kualitatif. Subyek penelitian ini adalah pengelola, instruktur, peserta pelatihan, pelanggan atau customer. Teknik pengumpulan data menggunakan metode observasi partisipan, wawancara mendalam, dan dokumentasi. Analisis data yang digunakan adalah reduksi data, penyajian data, dan verifikasi data atau penarikan kesimpulan. Sedangkan dalam uji keabsahan data menggunakan kredibilitas, transferabilitas, reabilitas, dan konfirmabilitas.

    Hasil dalam penelitian ini menunjukkan bahwa (1) Proses pelatihan pendidikan karakter bagi satpam outsourching yaitu, a) rekrutmen peserta pelatihan, b) identifikasi kebutuhan belajar, c) tujuan pelatihan, d) kurikulum pelatihan pendidikan karakter, e) instruktur, f) sarana dan prasarana pelatihan pendidikan karakter, g) biaya pelatihan, h) syarat peserta diklat gada pratama dan gada madya, i) evaluasi pelatihan. (2) respon dan tanggapan dari pemakai jasa keamanan (pelanggan/customer) yaitu, a) respon dan tanggapan dari pihak pengelola tentang pelatihan pendidikan karakter khususnya untuk peserta pelatihan, b) respon dan tanggapan dari instruktur tentang pelatihan pendidikan karakter khususnya untuk peserta pelatihan, c) respon dan tanggapan dari pelanggan atau customer

Kata Kunci          : Pelaksanaan Pelatihan Pendidikan Karakter, Kebutuhan Satpam, Servis Pelayanan

    This study aims to describe and analyze 1) the process of character education training for security forces outsourching in BUJP PT. Shelter Nusantara Surabaya, 2) response or response from users of security services (customers / customers) to work environment security services. This character education training is carried out at the Audio Visual Production and Information Center of the Ministry of Public Works and the East Java Regional Police.

   This research is a descriptive study with a qualitative method approach. The subjects of this study are managers, instructors, trainees, customers. Data collection techniques used the method of participant observation, in-depth interviews, and documentation. Analysis of the data used is data reduction, data presentation, and data verification or conclusion drawing. Whereas in the validity test the data uses credibility, transferability, reliability, and confirmation.

    The results in this study indicate that (1) The process of character education training for security forces outsourching namely, a) recruitment of training participants, b) identification of learning needs, c) training objectives, d) character education training curriculum, e) instructors, f) facilities and infrastructure for character education training, g) the cost of training, h) the requirements for training participants at the pratama and middlemen training, i) training evaluation. (2) responses and responses from security service users (customers / customers), namely, a) responses and responses from the management regarding character education training especially for training participants, b) responses and responses from instructors about character education training especially for trainees, c) response and response from customers or customers

Keywords: Implementation of Character Education Training, Security Needs, Service Services