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Research Report on:

“Employee training effects

On Service Quality”

Submitted to:
Muhammad Usman Kemal

Submitted by:
Muhammad Bakhsh
Muhammad Usman
Mansoor Ahmed Noon
Ahmed Nawaz Bhutto
Danish Tahir
On: 04-01-2011

Department of Management Science

Shaheed Zulfikar Ali Bhutto institute of Science & Technology (SZABIST) Islamabad
campus

Acknowledgement
This Research is the mutual effort of our group, each member of the group has
dedicated his full effort to this research. All group members worked day and night, made all
possible effort to complete the research.
We are deeply thankful to Mr. Usman Kemal, who taught us the basic rules of the
research, and coordinated with us every time
We are also thankful to PTCL employees, Mr. Pervaiz Akhtar, Mr. Imran Rasheed,
Ms. Sadia Qureeshi, Mr Zafar Haider, Mr. Asif Riaz, Mr. Syed Aqeel,
Mr. Hafeezullah Awan, Mr. Muhammad Muneer. They gave us special time, and helped us in
conducting research, and without his help, it was almost impossible to complete research.
We are especially thankful to Mr. Shah Nawaz, who fills out questionnaire behalf of
us from PTCL employees of sukhar region.
 Table of Contents
Acknowledgement............................................................................................................2
Abstract.............................................................................................................................3
Introduction.......................................................................................................................1
Company Profile...............................................................................................................2
Research Objectives..........................................................................................................2
Literature Review..............................................................................................................4
Problem Statement............................................................................................................4
Theoretical framework......................................................................................................4
Hypothesis.........................................................................................................................4
Variables...........................................................................................................................5
Population.........................................................................................................................5
Sampling...........................................................................................................................5
Tool for Data collection....................................................................................................5
Questionnaires...................................................................................................................5
References.........................................................................................................................6
Bibliography.....................................................................................................................6
The Cervix......................................................................................................................11
The Pap Smear................................................................................................................11
Position the Patient.........................................................................................................12
Field Expedient Exam Table...........................................................................................12
Pad the Stirrups...............................................................................................................13
Abstract

Training is being considered essential for every organization, because from technology
to work techniques, everything changes day by day, and new ideas, new innovations comes
daily. To keep employees up to date from new developments, training is the only way to
educate them. Training has been so important for the organizations, almost every organization
is engaged in providing training to its employees. Some organizations have its own training
departments, and the other one outsource it.
In order to get prove the importance of the training, we have persuade a research in
“employees training effects on service quality”. Though it is a basic research, in this research
we have found out how training effected on service quality. For research purpose, we select a
firm Pakistan Telecommunication Company Limited (PTCL). PTCL is one of the biggest
telecom networks in Pakistan, having more than 20,000 regular employees.
This research is conducted in PTCL, the research population is Management and
Operational Staff, the research is designed to measure the effects of training, for measurement
we have designed two questionnaires each from Management and Operation Staff. Total
sample size is 100, 60 from Operational staff, and 40 from Management staff.
After that we use SPSS software which gives us significant result that we found during
our study and visits to PTCL organization that reflect majority of employee both from
operation and managerial staff are not willing to involve in training. The ultimate result did
not impact on services quality.
From that result our alternative hypothesis is accepted that Training does not effects
on Services Quality because the employees did not more attractive to gain training therefore
the service quality of PTCL reduces that is not a good sign for PTCL growth.
Introduction

Efficiency and effectiveness have been common words we here every where, in
business organizations and in our daily life as well, there are many companies who are
engaged in conducting surveys several reasons which impact on service, quality, and the well
being of the organizations.
So the topic we have chosen is how training impacts on service and quality. Because
training has been essential for every organization to grow and excel in the market.
This research is not orthodox, and not done as a assignment, but we have been
dedicated in this research to know, either employee training impacts on service and quality.
And we are committed to use all the scientific research method, from choosing appropriate
hypothesis, samples, population to effective tool of data collection.
Below are the articles, we have taken as selective article, to pursue this research. And we hope
this research would fetch some good results, which could be replicable, and implementable in
the organization.
Communication has been found in many organizations, involved in service industry.
They receive bundle of complaints about the problems and queries, but when consumers do
not receive any response, it ultimately distracts them from the company, and they switch to
other company.
In this research we have taken Pakistan Telecommunication Company Limited
(PTCL) as area of research. PTCL is one of the biggest service organizations, found since the
existence of Pakistan, whose core value are customer satisfaction, employee loyalty,
professional integrity and team work.
Company Profile
PTCL is bound to reshape existing boundaries of telecommunication market, today
millions of people are asking for instant access to new products and ideas. PTCL would be
your first choice, as since six decades.
 
Business & Corporate Users:
For communication the priority of business entities is PTCL Telephone for local,
domestic and international calls. Today businesses can have 10-100 lines with modern day
services to meet their needs. Now you have options like Caller-ID, call-forwarding, call-
waiting, Call Barring, to name a few

Business specific services include 

 Nationwide Infrastructure
 National Long-haul Core Network
 Carriers Services
 
White Label Services: 
 EVO Wireless Broadband 
 Broadband Pakistan 
 IPTV Service (Smart TV):
 PTCL SMART
 Pak Internet Exchange:
 V-fone

International Network

 SEAMEWE-3 Submarine Cable System:

 SMW-4 Submarine Cable System:

 I ME WE cable details and Status with Map:

 Satellite Communication
 PTCL provides telecom service including wireless facility, land line telephone, Broad
band wire line, and wireless internet facility in Pakistan. Where thousands of employees are
engaged to facilitate the customers. In PTCL we will observe that accuracy of training
programs, either they are in line with the need of the organization. Doe it fulfill the desired
need of the organization. It is effective enough to satisfy the customers.
In service industry customer satisfaction has been prime goal of the organization, because
customers have been rational and they expect a lot from the organization. Communication is
the success factor of service industry, because in this industry customer directly
communicates with service provider. For communication purpose many technologies
(communication tools) have been introduced in the market, and organizations are adopting
those state of the art technologies, to better serve the customer.
We are conducting this research to exactly measure the importance of the training, and
how the training impacts on organization. How organization achieve its desired goals by
training employees. How direct and indirect variables correlates with each other.

Research Objectives:
 To observe the relationship between employee training in Service Quality
 To determine employee training increases the service quality in short and long term.
 To observe the behavior of manager towards the employee training and employee’s
career development.
 To observe employee training increase number of customers
 To observe why employee training is necessary to increase overall profitability.
Literature review:
Nowadays organizations are facing too much pressure from the market, to fulfill the
needs of the customer. Because customers have been rational, and there are many producers in
the market, with homogeneous products. So the organization has to differentiate its products
from the competitors, and it has to increase the quality, and has to reduce the cost to cheapen
the product. Many researches have been conducted on, how to increase the quality service,
and many results are suggested. One of the most appealing suggestions is initiating training
programs for the employees, to improve Quality service in the organization. Training does
not merely increase the efficiency of the organization, but it increases the skills of the
employee and increases his wages, therefore training is mutually beneficial for the
organization and employee. Here is given some literature review of some authors:

Kwasi Amoako-Gyampath (1993) found that The research found that the firms which
have invested in Just In Time method were more efficient and likely to invest in cellular
manufacturing. And the firms who didn’t invest in Just In Time philosophy were less efficient

L. Bibby, S. Austin and D. Bouchlaghem in (2006). Researcher proved that different

types of training related to design management improves the performance of Construction
companies. This article explains the advantages of Design Management initiative and how
companies can compete through strategies and Design Management process.
Anne. P Bartel (1989). Research has found that the employees who stay for longer
time in the organization, are most likely to acquire training, and employees training has
significant impact on labor productivity, and hence training increases the wages of employees,
and reduces layoffs. This research is most important for the organizations, which are
innovative and highly proactive, though this research indicates that organizations who
introduce new technologies, initiate more training programs, and improves the productivity as
well as skills of labors. This research can be replicated in organization to excel in Human
resource management.

Bo Hansson (2007). The results show that employee training is determined by Human
Resource practices of the organization, and profitability is associated with how much is
invested in training of the employees. Through this article it has been proved that, training is
essential for any organization to survive in the competitive environment, employees behavior,
employees turn over can be easily improved by training of employees. And human resource is
the most valuable asset of the organization.

Baldwin, S., Johnson, S., Chapman, R., Upton, A. and Walton, F. (2001) surveyed and
found that 70% respondents suggest it increase the confidence at workplace which is a
positive outcome. It also shows that two other outcomes of training the attainment of a
qualification and the propensity.

Jan N. Streumer. According to this article states that organizations need to periodically
evaluate the performance of the employees, and potential need based training should be
analyzed, to make optimum use of employees. This is very important finding, though very few
researches have been done on this topic, and very few firms implement this method. It is
found that periodic need based analyses is effective to cope with the potential problems occur
in the organization.

Jonice T.jones, The result of study shows there is a rapid change in the production
technology to distinguish one one product from other need to train employees.

W. David Rees and Charistine Porter (2008), Accordingly if the staff is more than the
need that is not the mean ‘’redundancy’’ there are nay be some other option available to use.
It provides more options other than redundancy only like provide training to employees as
well as to managers to avoid the stress in that particular situation.
 Alexenderos G. Shinidis, John Bauris,(2008), The results support the hypothesis.
There is great correlation between employees training and commitment. That research
provides Ground – break because there is no previous study on that particular topic.

Dilani Jayawarna, (2007), In this article the researcher found that formal trainings are
more effective than informal trainings. The approach and manipulation of trainings are
dependent on subject elements. The model is designed for a further elaborated study of these
subjects’ elements deploying multi-variation statistical analysis. The SME’s Managers could
get benefits in search of formal training intervention, which directly fulfils their specific
needs. A successful understanding is optional to the miscellany of dependent variables that
moderates the relationship between choices of training approach and performance.

Cynthia S. McCahon, Margaret J. Rys, Kenneth H. Ward (1996), Accordingly the

analysis of Hypothesis two would give a spotlight in a Quality improvement oriented
organization. Trainers would build up an efficient training in evaluation of begining skills and
final evaluation skills. Through this type of study emerge ground by determining training
effectiveness, through use of “difficulty” ratings of the processes, instead of using a ranking
method.

Audrey Dumas, 2010, In this the paper shows that training is a capable determinant. In
reality job-training programs develop the competitiveness and performance of firms. It was
emphasized that training special effects are superior when training is well thought-out as
element of a human resources. The study tress upon the firm managers has different
perceptions about the training concern. We can analyze the relation between training effects
on firm performance and training effects on employee productivity.

Ignacio Danvila del Valle,Miguel A ´ ngel Sastre Castillo, Antonio Rodrı´guez-Duarte,

2009, In there research the outcomes obtained with these techniques are extremely
satisfactory, given the high value obtained from the explained factor variance. The outcomes
obtained in the study have been highly satisfactory, since all models have shown that training
has a positive, significant coefficient.
 John Sutherland, 2009, they found that each one fifth employee is expected five days
or more than five days training in last one year. One third did not receive any training at all.
One third is satisfied with the training he took. One fourth is not happy with the training. Over
50 percent employees responded that their skills are more than required nature of job. And 5
percent employees skills found to be less than required job.

Seyed-Mahmoud Aghazadeh 2007, the business should be so benefits if proper

training techniques will implement in pursuit to enhance their productivity.

Antonio Rodrı´guez-Duarte, The appropriate training models give clear pragmatic

support to the foundation that training activities are to be positive result on company
performance.

Vicento Ramos Javier Ray- Maquieira Maria Tugores, The research shows that smaller
hotels provide less training, then bigger hotels, and employees who comes from smaller hotels
to bigger hotels, need more training. And the geographical location of the hotel is also
exposed to training. This research emphasizes on the training of employees, which increase
productivity, and it prove that education is not the strong constraint on training.

Ebrahim Sultani, Ying-Ying Liao (2010), The research shows that the effects of
training on employees productivity and motivation is indirectly related with the management’s
approach and orientation and because of this there is a gap between employee’s expectation
and effectiveness of training. The study shows that effectiveness of training and employee’s
productivity are not directly related because of management approach.

Tung-Chun Huag, (2001), Those firms achieved greater effectiveness of training

which have sophisticated training system than those firms whose training methods have been
less effective. This research indicates to managers that effectiveness of training has positive
relation with methods of training.

Sergio Roman, Salvador Ruiz, Jose Luis Munuera, (2002), This research gives the
empirical proof of incremental of customer-oriented behaviors to expect a salesperson’s
performance. On the basis of this research the managers should emphasize on behaviors rather
than to increase the performance of the salesperson

Problem Statement:
“The organization faces the problem of low output level of Service Quality”

Theoretical frame work:

Lack of
Horizontal Conflicts
Training

From the research it is found that in today’s technological environment, almost every
profession needs some skills, even its labor work. And skills come from training and
learning, training has been most important thing for the organizations, and it is considered as
investment rather than expenditure. Training has multi benefits, it increases the level of
efficiency of the organization, it increases the quality of service, as well as it is beneficial for
the employees, because training increase their wages. Because through training they acquire
multi skills, including how to operate technical equipments plants and how effectively tasks
can be achieved, through these skills they can increase their earnings. It is observed that
training not merely increase the level of skills of employees, but it also helps to motivate
employees, it retains employees.
Employee loyalty is the most critical for the organizations to achieve, but above
researches suggest that as employee gets training from the organization, their motivation level
increase, and they remain loyal to the organization.

Hypothesis:
Before research hypothesis created out of the theoretical framework of the present
study is following
H0“Training effects on Service quality”
H1“Training does not effects on Services Quality”
 Better employee training modifies as well as develop the human capabilities/skills and
capacities, that are necessary for the better Service Quality.

Employee training has direct impact on Service quality, in any organization. So with
the increase in training initiative, service and quality got improvement. less initiatives of
training involves more usage of time, money and materials that results low services quality
and less wages due to bad performance.

Variables:

Employee Training Service Quality

(Independent Variable) (Dependent Variables)

Independent Variable:
As in this research training has been important, so training has been taken as Independent
variable which effects other dependent variables, training is the process which empowers
employees with knowledge, skills and it helps the organization to retain their loyalty, and it is
the major source of motivation as well. Through training employees learn how to better serve
the customers, training increase their communication skills, because communication is the
only tool, which can severely impact on performance of the organization. In today’s
technological era, there are many communication tools, which are quite strange for the
employees in most organizations, so technological change should be felt by and employees
and they should be made prepare for state of the art technology.
The employee training can be determined by following indicators:
1 Efficiency
2 Performance
3 Communication
4 Loyalty
5 Responsiveness
6 Reliability
 7 Retention

Dependent Variable:
Service Quality is selected as dependent variable in this research. Because training has
direct impact on service quality. Service industry sustains through customer satisfaction, and
in this industry customer has direct interaction with organization, this interaction can be made
through telephone calls, emails, letters and other modes of communication.

Following are the indicators which are used to measure Service quality:
1. No. of consumers responded
2. Quality assurance
3. Consumer Demand
4. Consumer Satisfaction
5. No. of consumer dissatisfaction complaints in a year
Population:
The population for our research is decided to be Management staff at Planning level
and the working staff of daily Operations, of PTCL.

Sampling:
All the professionals in selected organizations are included in the research population,
because it was difficult to interview all the population of the selected organization, so we have
taken samples convenient selected.

Tool for Data Collection:

Keeping in view the nature of research, a questionnaire is used as “tool of data
collection” for managerial staff, because all the respondents from management staff are
supposed to understand questionnaire, and interviews is taken from the operating staff,

Following Questionnaires have been designed to include the respondents for focus
groups discussions. This questionnaire is given here:
Questionnaire
 We have designed two type of questionnaires, to find out the actual data. One
questionnaire is made for Planning and Management staff, and other one is design for
Operation department.
 Questionnaire for Management staff:
The following questions are for the purpose of gathering information to measure the effects of
training on service and quality of the organization. All the information collected will solely be
used for the purpose of conducting an academic research study and your responses will be
kept strictly confidential. Your contribution in filling this questionnaire will be appreciated."
1. Gender ( ) Male ( ) Female
2. Age Group ( ) 22 Years or below ( ) 23-30 Years () 31-40 Years
( ) 41-50 Years ( ) 51 Years or above
3. Education ( ) Matriculation/O-level ( ) Intermediate/A-level
( ) Diploma ( ) Graduation
( ) Masters ( ) Doctorate
4. Income (monthly) ( ) Rs.15,000 or below ( ) Rs.16,000 - Rs.35,000
( ) Rs.36,000 - Rs.50,000 ( ) Rs.51,000 - Rs.65,000
( ) Rs.66,000 - Rs 80,000 ( ) above Rs.80,000
5. Marital Status ( ) Single ( ) Married
NOTE: ( 1= Extremely Agree, 2= Agree, 3= Neutral, 4= Disagree, 5= Extremely Disagree
)
S No. STATEMENTS 1 2 3 4 5
1 The outcome of trained employees is satisfactory.          
2 Trained employees improve the quality of the service.          
How much do you agree with the importance of employee
3
training?          
Employee training should be included in performance
4
appraisal.          
5 Net effect of employee performance, related to training.          
Training increase the quality of service provided to
6
consumer.          
Organization should invest in training programs for
7
employees.          
8 Customers pleased with the services provided to them.          
Poor quality of service switches the customers to other
9
organization.          
10 Training retains the employees.          
The skills (both technical and soft) learned in training are
11
being applied on job.          
For the employee who got training, others were positively
12
affected on return.          
The time employee spent in training recovered in
13 productivity, innovation or less wastage of resources when
he got back to his job          
14
Management has been meeting the expectations of training.          
 Questionnaire for Operational staff:
The following questions are for the purpose of gathering information to measure the effects of
training on service and quality of the organization. All the information collected will solely be
used for the purpose of conducting an academic research study and your responses will be
kept strictly confidential. Your contribution in filling this questionnaire will be appreciated."
3. Gender ( ) Male ( ) Female
4. Age Group ( ) 22 Years or below ( ) 23-30 Years ( )
31-40 Years
( ) 41-50 Years ( ) 51 Years or above
3. Education ( ) Matriculation/O-level ( ) Intermediate/A-level
( ) Diploma ( ) Graduation
( ) Masters ( ) Doctorate
4. Income (monthly) ( ) Rs.15,000 or below ( ) Rs.16,000 - Rs.35,000
( ) Rs.36,000 - Rs.50,000 ( ) Rs.51,000 - Rs.65,000
( ) Rs.66,000 - Rs 80,000 ( ) above Rs.80,000
5. Marital Status ( ) Single ( ) Married
NOTE: ( 1= Extremely Agree, 2= Agree, 3= Neutral, 4= Disagree, 5= Extremely Disagree
)
S No. STATEMENTS 1 2 3 4 5
1 Training improves your efficiency.          
2 Training is important for operational process.          
The managers are being positive reaction towards employee’s
3
performance.          
4 Training is important for employee’s career development.          
Training is an important way to enhance your skills for improving
5
the quality of service.          
6 Better performance management system base of better training.          
7 Training helps the employee to increase his wages.          
Training programs /modules are being redesigned according to
8
global changing in business.          
The Employees are satisfied from evaluation of the performance
9
appraisal.          
10 Poor quality of training switches the employees.          
11 The training relates with employee's job/assignment.          
The skills (both technical and soft) learned in training are being
12
applied on job.          
13 The training instructors are qualified.          
14 The whole training environment is good.
         
Operation analysis.
Coefficients (a)

Unstandardized Standardized 95% Confidence Interval for

Coefficients Coefficients t Sig. B

Model B Std. Error Beta Lower Bound Upper Bound B Std. Error
1 (Constant) 5.437 1.295 4.197 .000 2.843 8.030
Training .324 .063 .561 5.155 .000 .198 .450
a Dependent Variable: SQ

Interpretation; Coefficient (.324) will show that there is 32% correlation between variable;
This result shows that 32% of training has been impacting services and quality.

Model Summary

Change Statistics
R Square
Model Change F Change df1 df2 Sig. F Change
1 .314(a) 26.575 1 58 .000
a Predictors: (Constant), Training

Interpretation; This result shows that 31% of training has been impacting services and
quality.
Correlations

** Correlation is significant at the 0.01 level (2-tailed).

Correlations

Training SQ
Training Pearson Correlation 1 .561(**)
Sig. (2-tailed) .000
N 60 60
SQ Pearson Correlation .561(**) 1
Sig. (2-tailed) .000
N 60 60
** Correlation is significant at the 0.01 level (2-tailed).

Interpretation;
Here, (0.561) shows that there is poor correlation between training and services quality and
we are 99% confidence that training is not affecting on services and quality.
Frequencies
Statistics

Training SQ
N Valid 60 60
Missing 0 0
Mean 20.1333 11.9667
Std. Error of Mean .56171 .32501
Median 21.5000 12.0000
Mode 23.00 10.00(a)
Std. Deviation 4.35099 2.51751
Variance 18.931 6.338
a Multiple modes exist. The smallest value is shown

Frequency Table
Training

Cumulative
Frequency Percent Valid Percent Percent
Valid 10.00 3 5.0 5.0 5.0
11.00 1 1.7 1.7 6.7
12.00 1 1.7 1.7 8.3
15.00 3 5.0 5.0 13.3
16.00 1 1.7 1.7 15.0
17.00 9 15.0 15.0 30.0
18.00 2 3.3 3.3 33.3
19.00 2 3.3 3.3 36.7
20.00 4 6.7 6.7 43.3
21.00 4 6.7 6.7 50.0
22.00 11 18.3 18.3 68.3
23.00 13 21.7 21.7 90.0
24.00 1 1.7 1.7 91.7
25.00 1 1.7 1.7 93.3
26.00 1 1.7 1.7 95.0
28.00 2 3.3 3.3 98.3
31.00 1 1.7 1.7 100.0
Total 60 100.0 100.0
SQ

Cumulative
Frequency Percent Valid Percent Percent
Valid 6.00 2 3.3 3.3 3.3
7.00 1 1.7 1.7 5.0
8.00 2 3.3 3.3 8.3
9.00 3 5.0 5.0 13.3
10.00 9 15.0 15.0 28.3
11.00 9 15.0 15.0 43.3
12.00 8 13.3 13.3 56.7
13.00 9 15.0 15.0 71.7
14.00 8 13.3 13.3 85.0
15.00 3 5.0 5.0 90.0
16.00 5 8.3 8.3 98.3
17.00 1 1.7 1.7 100.0
Total 60 100.0 100.0

Regression
Descriptive Statistics

Mean Std. Deviation N

SQ 11.9667 2.51751 60
Training 20.1333 4.35099 60

Correlations

SQ Training
Pearson Correlation SQ 1.000 .561
Training .561 1.000
Sig. (1-tailed) SQ . .000
Training .000 .
N SQ 60 60
Training 60 60
 Variables Entered/Removed(b)

Variables Variables
Model Entered Removed Method
1 Training(a) . Enter
a All requested variables entered.
b Dependent Variable: SQ

Model Summary

Change Statistics
R Square
Model Change F Change df1 df2 Sig. F Change
1 .314(a) 26.575 1 58 .000
a Predictors: (Constant), Training

Coefficients (a)

Unstandardized Standardized 95% Confidence Interval

Coefficients Coefficients t Sig. for B
Mod Std. Lower Upper Std.
el B Error Beta Bound Bound B Error
1 (Constant
5.437 1.295 4.197 .000 2.843 8.030
)
Training .324 .063 .561 5.155 .000 .198 .450
a Dependent Variable: SQ
Crosstabs
Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
What is your age * Training
is important for operational 60 100.0% 0 .0% 60 100.0%
process.
What is your age * The
training relates with
employee's job/assignment. 60 100.0% 0 .0% 60 100.0%

What is your age * Better

performance management
system base of better 60 100.0% 0 .0% 60 100.0%
training.
What is your education *
Training is important for 60 100.0% 0 .0% 60 100.0%
operational process.
What is your education *
The training relates with
employee's job/assignment. 60 100.0% 0 .0% 60 100.0%

What is your education *

Better performance
management system base of 60 100.0% 0 .0% 60 100.0%
better training.
What is your income *
Training is important for 60 100.0% 0 .0% 60 100.0%
operational process.
What is your income * The
training relates with
employee's job/assignment. 60 100.0% 0 .0% 60 100.0%

What is your income *

Better performance
management system base of 60 100.0% 0 .0% 60 100.0%
better training.
What is your age * Training is important for operational process. Crosstabulation

Count
Training is important for operational
process. Total
Extremely Extremely
Agree Agree Neutral Agree
What is 22 Years or below 0 2 0 2
your age 23-30 Years 5 6 5 16
31-40 Years 7 20 8 35
41-50 Years 4 3 0 7
Total 16 31 13 60

Bar Chart

20 Training is important
for operational
process.
Extremely Agree
Agree
Neutral
15
Count

10

0
22 Years or below 23-30 Years 31-40 Years 41-50 Years
What is your age
 What is your age * The training relates with employee's job/assignment. Crosstabulation

Count

The training relates with employee's job/assignment. Total

Extremely Extremely Extremely
Agree Agree Neutral Disagree Disagree Agree
What is 22 Years or below 2 0 0 0 0 2
your age 23-30 Years 4 4 6 2 0 16
31-40 Years 6 5 11 8 5 35
41-50 Years 3 4 0 0 0 7
Total 15 13 17 10 5 60

Bar Chart

12 The training relates

with employee's
job/assignment.
Extremely Agree
10 Agree
Neutral
Disagree
Extremely Disagree
8
Count

0
22 Years or below 23-30 Years 31-40 Years 41-50 Years
What is your age
What is your age * Better performance management system base of better training. Crosstabulation

Count
Better performance management system base of better
training. Total
Extremely Extremely
Agree Agree Neutral Disagree Agree
What is 22 Years or below 2 0 0 0 2
your age 23-30 Years 3 5 6 2 16
31-40 Years 14 10 9 2 35
41-50 Years 1 5 1 0 7
Total 20 20 16 4 60

Bar Chart

Better performance
management system
base of better training.
12.5 Extremely Agree
Agree
Neutral
Disagree
10.0
Count

7.5

5.0

2.5

0.0
22 Years or below 23-30 Years 31-40 Years 41-50 Years
What is your age
 What is your education * Training is important for operational process. Crosstabulation

Count
Training is important for operational
process. Total
Extremely Extremely
Agree Agree Neutral Agree
What is Matriculation/O-level 4 10 1 15
your Intermediate/A-level 7 4 3 14
education
Diploma 5 3 4 12
Graduation 0 14 0 14
Masters 0 0 5 5
Total 16 31 13 60

Bar Chart

Training is important
for operational
process.
12.5
Extremely Agree
Agree
Neutral

10.0
Count

7.5

5.0

2.5

0.0
Matriculation/O- Intermediate/A- Diploma Graduation Masters
level level

What is your education

What is your education * The training relates with employee's job/assignment. Crosstabulation

Count

The training relates with employee's job/assignment. Total

Extremely Extremely Extremely
Agree Agree Neutral Disagree Disagree Agree
What is Matriculation/O-level 3 2 2 6 2 15
your Intermediate/A-level 2 6 5 1 0 14
education
Diploma 4 1 1 3 3 12
Graduation 6 2 6 0 0 14
Masters 0 2 3 0 0 5
Total 15 13 17 10 5 60

Bar Chart

6 The training relates

with employee's
job/assignment.
Extremely Agree
5 Agree
Neutral
Disagree
Extremely Disagree
4
Count

0
Matriculation/O- Intermediate/A- Diploma Graduation Masters
level level
What is your education
What is your education * Better performance management system base of better training. Crosstabulation

Count
Better performance management system base of better
training. Total
Extremely Extremely
Agree Agree Neutral Disagree Agree
What is Matriculation/O-level 11 1 3 0 15
your Intermediate/A-level 4 6 4 0 14
education
Diploma 4 1 7 0 12
Graduation 0 8 2 4 14
Masters 1 4 0 0 5
Total 20 20 16 4 60

Bar Chart

Better performance
management system
base of better training.
12.5
Extremely Agree
Agree
Neutral
Disagree
10.0
Count

7.5

5.0

2.5

0.0
Rs.15,000 or Rs.16,000 - Rs. Rs.31,000 - Rs. Rs.46,000 - Rs.
below 30,000 45,000 60,000
What is your income
What is your income * Training is important for operational process. Crosstabulation

Count
Training is important for operational
process. Total
Extremely Extremely
Agree Agree Neutral Agree
What is Rs.15,000 or below 2 5 0 7
your Rs.16,000 - Rs.30,000 10 14 5 29
income
Rs.31,000 - Rs.45,000 4 7 4 15
Rs.46,000 - Rs.60,000 0 5 4 9
Total 16 31 13 60

Bar Chart

Training is important
for operational
process.
12.5
Extremely Agree
Agree
Neutral

10.0
Count

7.5

5.0

2.5

0.0
Matriculation/O- Intermediate/A- Diploma Graduation Masters
level level

What is your education

What is your income * The training relates with employee's job/assignment. Crosstabulation

Count

The training relates with employee's job/assignment. Total

Extremely Extremely Extremely
Agree Agree Neutral Disagree Disagree Agree
What is Rs.15,000 or below 4 3 0 0 0 7
your Rs.16,000 - Rs.30,000 4 8 8 7 2 29
income
Rs.31,000 - Rs.45,000 2 1 6 3 3 15
Rs.46,000 - Rs.60,000 5 1 3 0 0 9
Total 15 13 17 10 5 60

Bar Chart

6 The training relates

with employee's
job/assignment.
Extremely Agree
5 Agree
Neutral
Disagree
Extremely Disagree
4
Count

0
Matriculation/O- Intermediate/A- Diploma Graduation Masters
level level
What is your education
What is your income * Better performance management system base of better training. Crosstabulation

Count
Better performance management system base of better
training. Total
Extremely Extremely
Agree Agree Neutral Disagree Agree
What is Rs.15,000 or below 5 2 0 0 7
your Rs.16,000 - Rs.30,000 13 6 8 2 29
income
Rs.31,000 - Rs.45,000 2 3 8 2 15
Rs.46,000 - Rs.60,000 0 9 0 0 9
Total 20 20 16 4 60

Bar Chart

Better performance
management system
base of better training.
12.5
Extremely Agree
Agree
Neutral
Disagree
10.0
Count

7.5

5.0

2.5

0.0
Rs.15,000 or Rs.16,000 - Rs. Rs.31,000 - Rs. Rs.46,000 - Rs.
below 30,000 45,000 60,000
What is your income
Managerial SPSS Analysis:

Frequencies
Statistics

Training SQ
N Valid 40 40
Missing 0 0
Mean 11.40 24.25
Std. Error of Mean .277 .507
Median 11.50 24.00
Mode 10 22
Std. Deviation 1.751 3.209
Variance 3.067 10.295

Frequency Table
Training

Cumulative
Frequency Percent Valid Percent Percent
Valid 7 2 5.0 5.0 5.0
10 12 30.0 30.0 35.0
11 6 15.0 15.0 50.0
12 8 20.0 20.0 70.0
13 10 25.0 25.0 95.0
14 1 2.5 2.5 97.5
16 1 2.5 2.5 100.0
Total 40 100.0 100.0

SQ

Cumulative
Frequency Percent Valid Percent Percent
Valid 18 1 2.5 2.5 2.5
20 2 5.0 5.0 7.5
22 10 25.0 25.0 32.5
23 5 12.5 12.5 45.0
24 6 15.0 15.0 60.0
25 7 17.5 17.5 77.5
26 4 10.0 10.0 87.5
27 1 2.5 2.5 90.0
28 1 2.5 2.5 92.5
33 3 7.5 7.5 100.0
Total 40 100.0 100.0
Correlations
Correlations

Training SQ
Training Pearson Correlation 1 .443(**)
Sig. (2-tailed) .004
N 40 40
SQ Pearson Correlation .443(**) 1
Sig. (2-tailed) .004
N 40 40
** Correlation is significant at the 0.01 level (2-tailed).

Regression
Descriptive Statistics

Mean Std. Deviation N

SQ 24.25 3.209 40
Training 11.40 1.751 40

Correlations

SQ Training
Pearson Correlation SQ 1.000 .443
Training .443 1.000
Sig. (1-tailed) SQ . .002
Training .002 .
N SQ 40 40
Training 40 40

Interpretation;
Here, (0.443) shows that there is poor correlation between training and services quality and
we are 99% confidence that training is not affecting on services and quality.
Variables Entered/Removed (b)

Variables Variables
Model Entered Removed Method
1 Training(a) . Enter
a All requested variables entered.
b Dependent Variable: SQ

Model Summary

Change Statistics
R Square
Model Change F Change df1 df2 Sig. F Change
1 .196(a) 9.260 1 38 .004
a Predictors: (Constant), Training

Interpretation;
This result shows that 20% of training has been impacting services and quality.

Coefficients (a)

Unstandardized Standardized 95% Confidence Interval

Coefficients Coefficients t Sig. for B
Mode Std. Lower Upper Std.
l B Error Beta Bound Bound B Error
1 (Constant
15.004 3.073 4.882 .000 8.783 21.225
)
Training .811 .267 .443 3.043 .004 .271 1.351
a Dependent Variable: SQ
Interpretation;
Coefficient (.811) will show that there is 81% correlation between variable, This result shows
that 81% of training has been impacting services and quality.

Crosstabs
Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
What is your age *
Customers pleased with the
services provided to them. 40 100.0% 0 .0% 40 100.0%

What is your age * Poor

quality of service switches
the customers to other 40 100.0% 0 .0% 40 100.0%
organization.
What is your age * Training
retains the employees. 40 100.0% 0 .0% 40 100.0%

What is your education *

Customers pleased with the
services provided to them. 40 100.0% 0 .0% 40 100.0%

What is your education *

Poor quality of service
switches the customers to 40 100.0% 0 .0% 40 100.0%
other organization.
What is your education *
Training retains the 40 100.0% 0 .0% 40 100.0%
employees.
What is your income *
Customers pleased with the
services provided to them. 40 100.0% 0 .0% 40 100.0%

What is your income * Poor

quality of service switches
the customers to other 40 100.0% 0 .0% 40 100.0%
organization.
What is your income *
Training retains the 40 100.0% 0 .0% 40 100.0%
employees.
 What is your age * Customers pleased with the services provided to them. Crosstabulation

Count

Customers pleased with the services provided to them. Total

Extremely Extremely
Agree Agree Neutral Disagree Agree
What is 23-30 Years 0 8 4 0 12
your age 31-40 Years 5 8 2 6 21
41-50 Years 1 0 2 0 3
51 Years or above 4 0 0 0 4
Total 10 16 8 6 40

Bar Chart

8 Customers pleased
with the services
provided to them.
Extremely Agree
Agree
Neutral
6 Disagree
Count

0
23-30 Years 31-40 Years 41-50 Years 51 Years or above
What is your age
 What is your age * Poor quality of service switches the customers to other organization. Crosstabulation

Count
Poor quality of service switches the customers to other
organization. Total
Extremely Extremely
Agree Agree Neutral Disagree Agree
What is 23-30 Years 7 0 4 1 12
your age 31-40 Years 10 10 1 0 21
41-50 Years 2 1 0 0 3
51 Years or above 0 4 0 0 4
Total 19 15 5 1 40

Bar Chart

10 Poor quality of service

switches the
customers to other
organization.
Extremely Agree
8 Agree
Neutral
Disagree

6
Count

0
23-30 Years 31-40 Years 41-50 Years 51 Years or above
What is your age
What is your age * Training retains the employees. Crosstabulation

Count

Training retains the employees. Total

Extremely Extremely
Agree Agree Neutral Disagree Agree
What is 23-30 Years 0 4 8 0 12
your age 31-40 Years 3 4 9 5 21
41-50 Years 0 2 1 0 3
51 Years or above 0 0 0 4 4
Total 3 10 18 9 40

Bar Chart

10 Training retains the

employees.
Extremely Agree
Agree
Neutral
8 Disagree

6
Count

0
23-30 Years 31-40 Years 41-50 Years 51 Years or above
What is your age
What is your education * Customers pleased with the services provided to them. Crosstabulation

Count

Customers pleased with the services provided to them. Total

Extremely Extremely
Agree Agree Neutral Disagree Agree
What is Matriculation/O-level 0 0 1 0 1
your Intermediate/A-level 0 1 0 0 1
education
Diploma 1 4 4 1 10
Graduation 9 9 1 2 21
Masters 0 2 2 3 7
Total 10 16 8 6 40

Bar Chart

10 Customers pleased
with the services
provided to them.
Extremely Agree
Agree
8 Neutral
Disagree

6
Count

0
Matriculation/O- Intermediate/A- Diploma Graduation Masters
level level
What is your education
What is your education * Poor quality of service switches the customers to other organization. Crosstabulation

Count
Poor quality of service switches the customers to other
organization. Total
Extremely Extremely
Agree Agree Neutral Disagree Agree
What is Matriculation/O-level 0 1 0 0 1
your Intermediate/A-level 0 0 0 1 1
education
Diploma 4 2 4 0 10
Graduation 10 10 1 0 21
Masters 5 2 0 0 7
Total 19 15 5 1 40

Bar Chart

10 Poor quality of service

switches the
customers to other
organization.
Extremely Agree
8 Agree
Neutral
Disagree

6
Count

0
Matriculation/O- Intermediate/A- Diploma Graduation Masters
level level
What is your education
What is your education * Training retains the employees. Crosstabulation

Count

Training retains the employees. Total

Extremely Extremely
Agree Agree Neutral Disagree Agree
What is Matriculation/O-level 1 0 0 0 1
your Intermediate/A-level 0 0 1 0 1
education
Diploma 0 5 5 0 10
Graduation 2 3 8 8 21
Masters 0 2 4 1 7
Total 3 10 18 9 40

Bar Chart

8 Training retains the

employees.
Extremely Agree
Agree
Neutral
Disagree
6
Count

0
Matriculation/O- Intermediate/A- Diploma Graduation Masters
level level
What is your education
What is your income * Customers pleased with the services provided to them. Crosstabulation

Count

Customers pleased with the services provided to them. Total

Extremely Extremely
Agree Agree Neutral Disagree Agree
What is your Rs.15,000 or below 0 4 3 0 7
income Rs.16,000 - Rs.30,000 6 4 5 3 18
Rs.31,000 - Rs.45,000 4 8 0 3 15
Total 10 16 8 6 40

Bar Chart

8 Customers pleased
with the services
provided to them.
Extremely Agree
Agree
Neutral
6 Disagree
Count

0
Rs.15,000 or below Rs.16,000 - Rs.30,000 Rs.31,000 - Rs.45,000
What is your income
What is your income * Poor quality of service switches the customers to other organization. Crosstabulation

Count
Poor quality of service switches the customers to other
organization. Total
Extremely Extremely
Agree Agree Neutral Disagree Agree
What is your Rs.15,000 or below 3 0 4 0 7
income Rs.16,000 - Rs.30,000 10 7 1 0 18
Rs.31,000 - Rs.45,000 6 8 0 1 15
Total 19 15 5 1 40

Bar Chart

10 Poor quality of service

switches the
customers to other
organization.
Extremely Agree
8 Agree
Neutral
Disagree

6
Count

0
Rs.15,000 or below Rs.16,000 - Rs.30,000 Rs.31,000 - Rs.45,000
What is your income
What is your income * Training retains the employees. Crosstabulation

Count

Training retains the employees. Total

Extremely Extremely
Agree Agree Neutral Disagree Agree
What is your Rs.15,000 or below 0 4 3 0 7
income Rs.16,000 - Rs.30,000 3 3 3 9 18
Rs.31,000 - Rs.45,000 0 3 12 0 15
Total 3 10 18 9 40

Bar Chart

12 Training retains the

employees.
Extremely Agree
Agree
10 Neutral
Disagree

8
Count

0
Rs.15,000 or below Rs.16,000 - Rs.30,000 Rs.31,000 - Rs.45,000
What is your income
Reference
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