Evaluating Training Services of Maritime Training Centers Using SURVQUAL Model

The present research was conducted to evaluate the quality of training services in maritime training centers of Khuzestan province (including DARYAYE DOOR, SERAJ DARYA and DARYA PEIMAYE GENAVE). For this purpose, SURVQUAL model was used. The research is of descriptive-field study type for which 110 trainees of maritime training centers of Khuzestan province were selected via stratified random sampling method in 2011. The standard SURVQUAL questionnaire, including two parts of personal specifications and the quintuple dimensions of quality of training services, was applied to collect the required data. There were quality gaps in all dimensions of training services. The highest mean of quality gap was observed in the responsiveness dimension (-1.23) after which the reliability (-1.98), physical (-1.05), and sympathy (-0.98) dimensions were placed, respectively. The least mean of gap belonged to the assurance dimension (-0.88). The trainees’ expectations were beyond their perceptions of the existing situation and none of their expected dimensions of services were met.