الملخص الإنجليزي
The study aimed to evaluation quality services at training centers in education
directorates in the Sultanate of Oman using a measure of the gap between perceptions
and expectations. Therefore, the researcher used the descriptive approach and the study
relied on a measure of the gap between perceptions and expectations (SERVQUAL),
where the researcher translated it and reformulated some phrases in a manner consistent
with the study community represented by an available sample of 375 trainees in the
training centers of the educational governorates (Muscat - Al Batinah South - Al
Batinah North - Al Dakhiliyah).
The study reached a number of results related to the level of quality of services
provided by training centers using a measure of the gap between expectations and
perceptions, including the following: The level of the expected quality of training
services was great in general, while the level of perceived services was moderate in
general, There is a negative gap between the perceptions and expectations of the study
sample about the quality of services in all dimensions of service quality and it was in
favor of expectations arranged in descending order as follows (tangibility, reliability,
responsiveness, empathy and safety),There were statistically significant differences
between the sample responses about the quality of training services in training centers
at a significance level of 0.01 due to the gender variable in the quality of expected and
perceived services in favor of females, There were statistically significant differences
between the sample responses about the quality of training services in training centers
due to the educational governorate variable in the dimensions of safety and empathy at
a significance level of 0.05 and the presence of statistically significant differences
attributed to the job title variable at a significance level of 0.05 in favor of the reliability
dimension, The absence of statistically significant differences between the sample
responses about the quality of training services in training centers due to the variable of
academic qualification and years of experience. The study revealed the difficulties and
challenges that limit the quality of services in training centers from the point of view of
the study sample as the challenges related to the physical environment of training
centers came as the highest frequency, while the challenges related to following up the
impact of training and feedback came with the lowest frequency. The study also reached
a number of proposals to improve the service in training centers from the point of view
of the study sample, so the work proposal came in accordance with a clear, flexible and
realistic plan with the highest frequency and the lowest frequency was for the proposal
of the necessity of following up the impact of training on reality.
The study concluded with a set of mechanisms measures to achieve the
quality of services in the training centers of the Ministry of Education according to a
measure of the gap between expectations and perceptions.
