The Impact of Staff Empowerment on Service Quality in Training Organizations Karimi Abbas1,*, Mokarrami Mahmoud2, Salajegheh Sanjar3, Bagherabadi Gholam Hossein4 1Department of Pedagogical Sciences & Entrepreneurship, Instructor Training Center, IRAN Technical and Vocational Training Organization (ITC-TVTO), Karaj, Iran 2Deputy of Research and Planning, Instructor Training Center, IRAN Technical and Vocational Training Organization (ITC-TVTO), Karaj, Iran 3Faculty of Islamic Azad University, Kerman Branch 4Deputy of Research and Planning, Instructor Training Center, IRAN Technical and Vocational Training Organization (ITC-TVTO), Karaj, Iran *Corresponding author's E-mail address: abbaskarimi@ut.ac.ir
Online published on 6 September, 2014. Abstract This paper tries to study the relationship between empowerment of human resources and service quality of Instructor Training Center and Technical and Vocational Researches (ITC). ITC affiliated to IRAN Technical and Vocational Training Organization (Iran TVTO), is the main body responsible for non formal and skill training. In this research according to researchers’ viewpoint, empowerment includes 5 factors: “Competence”, “Impact”, “Meaningfulness”, “Choice/Self-determination” and “Trust”. On the other hand, based on Parasuraman's model and viewpoints of respective chief experts, ITC's service quality includes 7 factors: “Tangibles”, “Reliability”, “Responsiveness”, “Assurance”, “Empathy”, “Process of Service Provision” and “Social Responsibility”. This is an applied-type paper and is implemented by using the approach of descriptive correlation design, the research tools are standard questionnaires. Findings showed that there is 70% significant and Positive correlation between staff empowerment and service quality. Top Keywords Competency, impact, Instructor Training Center and Technical and Vocational Researches (ITC), responsiveness, skill training. Top |