The Influences of Service Quality and Individual Characteristics on Vocational Training Effectiveness

Abstract

With the rapid change of the industrial environment and social development, vocational training must be constantly updated in accordance with these changes, and combine and expand the use of civilian training resources to increase vocational training pipelines and enhance competitiveness. Thus, vocational training organizations play an important role in the function of future labor force development and the sustainability of education. The purpose of this study is to explore the influences of training organizations’ service quality and trainees’ individual characteristics on the effectiveness of the vocational training. The study employed Kirkpatrick’s evaluation model to measure the unemployed effectiveness of the vocational training and the SERVQUAL to quantity the service quality of the vocational training organization. A questionnaire survey was conducted at a vocational training organization for beauty and hairdressing in Taiwan. This study distributed 479 questionnaires and obtained 216 valid samples. The data was analyzed by using the reliability analysis, descriptive analysis, analysis of variance, and multiple linear regression analysis. The results revealed that training organizations’ service quality and trainees’ personal characteristics significantly positively affect training effectiveness for trainees. This paper serves as a reference for training organizations and policy makers to improve and monitor the service quality of vocational training organizations, elevate training effectiveness, and achieve the sustainability of vocational educations.