The Impact of Training on Customer Service Quality; Mediating Role of Transfer of Training and Job Satisfaction, An Empirical Study of Service Sector Of Twin Cities

Abstract

This study has focused on examining the impact of training on customer service quality with the mediation of transfer of training and job satisfaction in service oriented companies including hotel industry and telecommunication industry in the sector of Rawalpindi and Islamabad. Where are customer service quality has been considered as the dependent variable. To prove the relationship between training, transfer of training, customer service quality and job satisfaction an adaptive structured questionnaire has been used to collect data from the members working Hotel and Telecom sector of Rawalpindi and Islamabad. The data was gathered from 199 workers and their administrators. Based on the data collected from the respondents through structured questionnaire, several statistical tests were applied to test the hypothesis. Those hypotheses tests were applied through several statistical instruments such as descriptive, correlation, regression. Results of those hypotheses tests have clearly indicated that there exists a significant relationship between training and customer service quality. Hence, it has been concluded that transfer of training and job satisfaction has a very positive impact on customer service quality in service sector of Pakistan