Evaluation of Service Quality in the Training ‎Centers of the Directorates of Education in the ‎Sultanate of Oman Using the Scale of the Gap ‎Between Perceptions and Expectations

Abstract

The study aimed to assess the quality of service in training centers in Oman using SERVQUAL scale. It was applied to 375 trainees in the training centers in Muscat, South Al-Batinah, North Al-Batinah and Al-Dakhiliyah. The study reached a number of results, including the following: the level of quality of the expected training services was large, while the level of perceived services was medium, and there was a negative gap between the perceptions and expectations in all dimensions of service quality and it was in favor of expectations. The study also found several suggested mechanisms for improving service quality in training centers. The study recommended many points. The most remarkable one is to have a strategic plan based on studies and evidence provided by training centers, where those plans are clear, flexible and compatible with the objectives of the Oman 2040 vision