Abstract

Today, training has become a common activity in all enterprises in order to enrich four important components of their business environment such as technology, quality improvement, product development and customer satisfaction. The most important goal of the training is to inculcate the essential skills, which are required for employees to improve the productivity and thereby enhancing the awareness levels of the employees. At the end, the entire program is being measured in terms of the responses from the trainees who underwent the training. The responses from the trainees have to be measured in relation to their expectations and perceptions. The present paper discusses the use of SERVQUAL model to measure the trainees’ expectations and their perceptions towards various dimensions of the training. The important core dimensions were: Personality, Business, Managerial Skills and Entrepreneurial Competencies. Aspects of the training had been compressed into these four dimensions using factor analysis. The questionnaire method was administered and the collected data were analyzed with the help of appropriate statistical tools.

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