Quality Estimation of Training Courses Using SERVQUAL Model.

Nowadays the training courses represent 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 that influence the quality of the training courses held by FAER organization. The training courses are addressed to the future entrepreneurs. The courses were related to various fields: management, marketing, finance and other economic subjects. Due to the basic characteristics 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 respondents that participated 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 to the schedule and the ability of the professors to communicate and make the participants feel comfortable during the classes. To increase the quality of these courses it is recomanded to pay attention also to the relation between the lectures and the praticipants, not only to the quantity and the quality of the provided material. [ABSTRACT FROM AUTHOR]