Mulder, M. (2001). Customer satisfaction with training programs, Journal of European Industrial Training, Vol. 25 Iss: 6, pp.321 – 331
Today I was going back to this study as my chair group has to provide a methodology for evaluating the quality of training programs for a practical training institute abroad. This study is precisely on that. It deals with courses in the private training sector. Three types of training programs were distinguished, those which were aimed at achieving: 1. learning results; 2. improved job performance; 3. organizational change. So we did not care about reactions of learners, as we were more interested in the real effects of the training. Indicators for program preparation, implementation and results were distinguished. The aggregated results for the first two types of training programs showed that program implementation has the strongest relationship with program results. Program preparation has an indirect effect on program results, and is of less importance. The direct relationship between program preparation and results is very low. These findings hold for programs which aim at achieving learning results and improved job performance. Projects which are aimed at achieving organisational change face more intermediating variables. The title of the article is a bit misleading. It is not so much on customer satisfaction.It would be better to speak about quality of tailor-made in-company training projects as perceived by the training project managers in the company.
To read the article: http://www.emeraldinsight.com/doi/abs/10.1108/03090590110401791
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