The Significance of Training Services Quality on Trainees' Satisfaction of Semnan Provincial Technical and Vocational Training Centers (SERVQUAL Model)

This study aimed to investigate the significance of training services quality on the trainees, satisfaction of Semnan Provincial Technical and Vocational Training Centers (TVTCs). It is a descriptive- analytical research. In this study, researchers by using the SERVQUAL model try to answer the question whether the trainees in Semnan provincial TVTCs are satisfied with the quality of training services, and what is the factor ranking of training services quality from trainees’ points of view?. The statistical population included all the Semnan provincial TVTCs’ trainees, who registered in the final evaluation in October, 2015. For sampling, 327 trainees were randomly selected according to Morgan table. The data was analyzed based on dependent T-test for hypotheses test and Friedman test for determining the ranks of factors in services quality. Research findings indicated that in 5 factors including; “tangibility”, “reliability”, “responsiveness”, “assurance” and “empathy”, trainees are not satisfied. Additionally, from the trainees’ points of view, empathy had the highest rank among all factors.