Abstract

Purpose

This cross-sectional study aimed to determine the quality gap and rank the students’s expectations regarding  their training's quality provided  in  regional training centers for careers in education and training (CRMEF).

Method

This research included two cross-sectional surveys. It is conducted in three professional training centers. Adapted version of  Servqual instrument five dimensions (Parasuraman et al.,1991) (first survey) and Kano’s two-dimensional tool (second survey) were successively used. The data were entered into the SPSS software (20th version), then analyzed using techniques that included descriptive statistics and correlation analysis (Arbuckle and Wothke, 2006).  Each indicator of quality, which had a negative gap at a significance level of 5% (Hair et al., 1998) in the first survey, was introduced to Kano instrument (Browne and Cudeck, 1993). Finally, better value and worse value were used to appreciate the results deduced by this approach.

Results & Conclusion

The results revealed that all the 20 items had a negative gap at a significance level of 0.05 (P<0.05). So, they were recognized as the opinions of students. Our analysis also showed that the expectations of the students, in terms of quality, were higher than the current situation in all the dimensions of quality.

On the other hand, frequency analysis was done to determine the frequency of repetition. Accordingly, 12 out of the 20 items were identified as logical and necessary requirements. While eight items were considered as requirements of the quality of a single dimension.

In order to improve external validity of our instruments, further researches can be done to generalize this study with a more representative sample and more training centers, and to compare results between moroccan and foreign training institutions.

Keywords : Assessment, Quality training, Evaluation instruments.