Customer satisfaction with training programs

Abstract

In this contribution, a model of evaluation of customer satisfaction about training programs is described. The model is developed and implemented for an association of training companies. The evaluation has been conducted by an independent organisation to enhance the thrustworthiness of the evaluation results. The model is aimed at determining the quality of training programs as perceived by project managers from the organisations that purchased in company training programs from the training companies. Reliability research showed satisfying results. The model is based on the methodology in effectiveness research, and the data was used to test a model of training effectiveness. The results show that this model is confirmed for two categories of projects: projects that were aimed at achieving learning results and changed job performance respectively. The model does not fit for projects aimed at supporting organisational change. Various questions as to the development of the evaluation model are discussed.

Citation

Mulder, M. (2001), "Customer satisfaction with training programs", Journal of European Industrial Training, Vol. 25 No. 6, pp. 321-331. https://doi.org/10.1108/03090590110401791