The impact of training effectiveness on the service quality of Northern Electricity Supply Company Limited

Abstract

The current study investigates the impact of the effectiveness of training on service quality. Training and development is a core part of the human resource management department in any organization. It assists an organization in achieving its ultimate goal of increasing the happiness quotient, which leads to exemplary performance by employees, resulting in quality production and a healthy organization. The current study focuses on the importance of training and development in the organization. The study was carried out with the help of a questionnaire that was randomly distributed to 150 employees from various levels within the organization. Among them, only 118 employees filled out the survey question. Data is collected from NESCO workers, managers, and supervisors of NESCO through a structured questionnaire, and a convenience sampling technique is used to complete this study. From this study, NESCO workers can know the training effects on service quality, and it significantly and positively influences them. The study found that most of the respondents are very sensitive about the transfer of learning. That means the employees are mainly concerned about how the learning will travel to them. The study also found that there is no significant impact of content on training effectiveness, according to the respondents. So, the transfer of learning through a channel is the most important way to ensure effective training and build a set of well-trained employees. The outcome of the study is helpful for NESCO workers and those who are interested in learning about the training process and service quality of Northern Electricity Supply Company Limited.