ISSN 2394-5125
 

Research Article 


AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ.

Abstract
The most powerful competitive trend that is currently shaping marketing and business strategies is service quality. Therefore, this study delves into the effect of training and development of employees on service quality in the context higher education. Emphasis is placed on the relationship between the perception of employees with regards to training and development, and the perception of customers with regards to the service provided by specific employees. A self-administered questionnaire was distributed to 296 employees and 1480 students in Aden University in Yemen. The findings, attained through confirmatory factor analysis and structural equation modelling, revealed a positive relationship between training and development and service quality. This positive relationship was observed to be particularly obvious for the more highly qualified employees. This study conclude that, when employees provided by training and development, they will put greater effort into the delivery of good service quality, thus promoting a positive perception among customers towards the organization. A discussion on the limitations of this investigation, and suggestions for future research was included.

Key words: Training and development, Service Quality, Higher Education, Social Exchange Theory


 
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How to Cite this Article
Pubmed Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ. AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR . JCR. 2021; 8(3): 250-260. doi: 10.31838/jcr.08.03.27


Web Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ. AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR . http://www.jcreview.com/?mno=113489 [Access: August 22, 2021]. doi: 10.31838/jcr.08.03.27


AMA (American Medical Association) Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ. AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR . JCR. 2021; 8(3): 250-260. doi: 10.31838/jcr.08.03.27



Vancouver/ICMJE Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ. AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR . JCR. (2021), [cited August 22, 2021]; 8(3): 250-260. doi: 10.31838/jcr.08.03.27



Harvard Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ (2021) AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR . JCR, 8 (3), 250-260. doi: 10.31838/jcr.08.03.27



Turabian Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ. 2021. AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR . Journal of Critical Reviews, 8 (3), 250-260. doi: 10.31838/jcr.08.03.27



Chicago Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ. "AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR ." Journal of Critical Reviews 8 (2021), 250-260. doi: 10.31838/jcr.08.03.27



MLA (The Modern Language Association) Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ. "AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR ." Journal of Critical Reviews 8.3 (2021), 250-260. Print. doi: 10.31838/jcr.08.03.27



APA (American Psychological Association) Style

ABD AL-AZIZ HAMED AL REFAEI,NAHG ABDULMAJID ALAWI MOHAMED ABDULWALI ALI ALSAMAWI MOHSEN HASAN ALI BAHAJ (2021) AN INVESTIGATION ON THE IMPACT OF TRAINING AND DEVELOPMENT ON SERVICE QUALITY IN THE HIGHER EDUCATION SECTOR . Journal of Critical Reviews, 8 (3), 250-260. doi: 10.31838/jcr.08.03.27