TRAINEE-PERCEIVED SERVICE QUALITY ASSESSMENT IN WEST BANK VOCATIONAL TRAINING CENTERS
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Date
2023-08-13
Authors
Hamza Hassan Salahat
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Abstract
Since quality of service is a key element for developing and improving the performance of institutions and companies, whether governmental or private, this study targeted the services provided by vocational training centers (VTCs) due to the great importance that the government and society attach to the vocational training sector as it is currently one of the main and quick solutions to the problem of serious unemployment in Palestine and the lack of skilled professional manpower in the Palestinian local market. This study aims to gauge the service quality offered in vocational training centers (VTCs) from trainees' perspective by using SERVQUAL model. Also, it investigates the role of service quality offered in VTCs and its impact on trainees' employability and competencies. Tocollect data, a questionnaire was designed.The collected data was analyzed using Excel, Smart-PLS and SPSS programs.The results of the study showed that the level of quality of services provided by the VCTs was satisfactory to the trainees, from the trainee’s point of view, which was also reflected in their evaluation of developing their competencies through these services, and this explains the role of the development of the trainees’ competencies as a mediator between the quality of services provided and the process of employment. Likewise, the results were positive in terms of the trainees' expectation of obtaining a job after completing the training. This study shows that there is a great variation in the quality of the services provided between the different VTCs according to geographical location. This study conveyed a picture of the reality of the services provided by VTCs. It also showed the strengths and weaknesses of this sector, which can be relied upon by decision-makers, and donors. It also recommended several steps and procedures that could constitute a qualitative addition to the vocational training sector and the services it provides, and could be adopted as a source of information to conduct new studies in this field.
Keywords: SERVQUAL, Vocational training, Services quality, Employment, Competency