تقييم جودة الخدمات التدريبية المقدمة في معاهد و مراكز التدريب الخاصة بمدينة صنعاء من وجهة نظر المتدربين

الملخص EN

This study aims at identifying the quality of training services provided by the private training centers / institutes in the city of Sana'a, and examining the possibility of using SERVIQUAL scale for measuring the quality of such services.

It involved a survey of480 trainees and made use of the 22-item SERVIQUAL scale that gauges the gap between the perceptions and the ex¬pectations of trainees as to the quality of the afore-mentioned services.

The research came up with a set of findings, most significant of which was the fact that there was a negative gap, in terms of all service quality dimensions, between the perceptions and the expectations of the trainees surveyed.

According to the findings, these dimensions were in descending rank order in accordance with the values of the mean as follows: Reliability, Tangibility, Safety, Sympathy, Responsiveness.

The findings showed that the trainees' expectations of service quality dimensions were high throughout all scale items, while their perceptions were low.

They indicated that the trainees' ex¬pectations of the quality of training services were disparate in terms of the variables of gender, age, education, profession, and rate of income, whereas such expectations were similar when it comes to the variable of experience.

Perceptions, however, were morally disparate in terms of the variables of age and income, while they were identical when it comes to other demographic variables.

The results finally proved that SERVIQUAL scale could be used for gauging the quality of training services.