دور التدريب الموظفين في تحسين جودة الخدمات المقدمة دراسة حالة ديوان مؤسسات الشباب والرياضة عين تموشنت

Abstract

"This research aims to identify the role of employee training in improving the quality of services provided – a case study of the Office of Youth Institutions, and the extent to which the quality of the training process reflects on the quality of services provided. The researcher followed a descriptive analytical method in collecting and tabulating data and relied on a sample consisting of 50 questionnaires distributed among the workers.

The research addressed the concept of training, its components, and its basic principles on one hand, and the concept of quality in services on the other. This led to a field study of the reality of training at the Office of Youth Institutions, the level of quality of services provided, and the impact of training on the quality of services provided.

The research concluded that those responsible for the training process do not consider some scientific principles of training, particularly regarding continuity in training, renewal, and development of training activities and methods. Furthermore, the quality of training positively reflects the quality of services, and there is a lack of training programs dedicated to spreading the culture of quality and total quality. Additionally, the trainee evaluation process is incomplete as it is limited to post-training evaluation. The research also found that there is a general difference in the opinions of the workers regarding the training aspects."