The Application of Service Quality (Serqual) Model to Assess Traniees Expectations and Their Perceptions

Abstract

Training program has become a common activity in many organizations in order to face competitive environment. The primary goal of any training is to inculcate the critical skills, which are basically needed for employees to improve the productivity and thereby enhancing the awareness levels of the employees. At the end, the entire program has to be measured in terms of the responses from the trainees who underwent the program. The responses from the trainees must be in relation to their expectations and perceptions towards the training. The present paper discusses the application of the SERVQUAL model to measure the trainees' expectations and their perceptions towards dimensions of the training. The dimensions were- Personality, Business, Managerial skills and Entrepreneurial competencies.