The relationship between the quality of training services and job satisfaction of education servants

Abstract

The objective of this research was to evaluate the quality of training and qualification services offered by a public institution by comparing the expectations and experiences of the client, who is an administrative technician in education, and their relationship with satisfaction in the work environment and quality of life at work. The research is exploratory and descriptive in nature, and quantitative and qualitative methods were used. To evaluate the effectiveness of the training program at the Instituto Federal do Pará – Campus Avançado Vigia, the site of this research, the SERVQUAL model was used, which aims to measure the quality of the service based on the difference between the perceptions of the clients about the service provided and their expectations. It is a questionnaire composed of 22 questions that encompass 5 dimensions of quality, dimensions selected from bibliographical surveys, indicated as relevant for this study. The SERVQUAL model proved to be effective in evaluating the quality of the service and in identifying gaps that need to be addressed to improve the organization's performance. The relationship between perceived quality and satisfaction in the work environment was analyzed using the QWLQ-bref questionnaire, which assesses four domains of quality of work life (QWL). It consists of 20 questions, which makes the research faster. The results revealed a positive correlation between the dimensions of quality of the training service and the domains of QWL, corroborating the studies carried out and indicated in this research. The gaps between expectations and results related to the quality of the training service were also confirmed. As a suggestion for future research, it is suggested that the questionnaires be applied to other units of the federal public sphere with the aim of promoting generalization and reducing biases