Research On Management Training In C Training Center Service Quality

In recent years,China Petroleum Corporation(CNPC)is facing enormous opportunities and challenges under the background of accelerating the pace of reform of state-owned enterprises,especially under the background that the country has gradually broken the reform of traditional oil and gas energy system,which requires a large number of managerial personnel support.The training can continuously train and develop high-quality compound talents for enterprises,and the training of managers can continuously create intellectual capital for enterprises,thus continuously consolidating the foundation of the strategy of strengthening the enterprise by talents of China Petroleum.This paper takes C Training Center as a case study.Through the investigation of its operation status and service quality,it is found that the core problem of C Training Center is that it is difficult for the center to understand and grasp the students' expectations,perceptions and service gaps due to the lack of effective evaluation methods and means for the training service quality of managers.Therefore,it is impossible to put forward corresponding improvement measures to comprehensively upgrade the service level.Therefore,based on the SERVQUAL service quality evaluation model and method as the theoretical basis and combined with the actual situation,this paper develops the "C Training Center Managers Training Service Quality Questionnaire",which evaluates the training service quality of the center managers from five dimensions and 22 test indicators.The survey is divided into two stages: pre-survey and formal survey.60 and598 valid data collected from the two surveys are analyzed by SPSS22.0 and EXCLE software respectively.The reliability and accuracy of the questionnaire are verified,the basic characteristics of the students are mastered,the importance of five dimensions is evaluated,and the expected,perceived and gap values of the five dimensions and 22 indicators are calculated.Based on the above survey data,this paper identifies the main sources of the gap in the quality of training services of C training center managers,and analyzes the reasons for these gaps.At the same time,the importance-perceived performance model was used to analyze the five dimensions of service quality gap,and the promotion prioritiesof the five dimensions were determined.Finally,according to the specific measures of five dimensions,the paper formulates suggestions to improve the training service quality of C training center managers.This study has a guiding effect on the improvement of the training service quality of managers in C Training center,and also provides a reference for the research of the training service quality of the same type of institutions.