Quality estimation of training courses using SERVQUAL model

Abstract

Nowadays the training courses represents a real problem, and more and more people are interested in improving or developing new skills in order to improve their professional status. This article examines the factors which influence the quality of the training courses held by FAER organization. The training courses are address to possible future entrepreneurs. The courses were in the field of management, marketing, finance and other economic subjects. Due to the basic characterizes of the services it is difficult to evaluate the quality of this kind of activity. To achieve the purpose of the paper a survey was conducted using the SERVQUAL method. The total number of responds whom participate in this survey was 194. The results reveal the fact that the training courses did not achieve the expectations of the participants and the main problems which were indicated are related with the schedule and the ability of the professors to communicate and make the participants to feel comfortable during the classes. The training courses are important for the development of new skills of thouse who want to become an enterpreneur. To increase the quality of these courses is recomanded to pay attention also to the relation between lectures and praticipants, not only to the quantity and quality of the material provided.