Significant Factors on Customers Retention of Training Services Provided by Alborz Provincial Technical and Vocational Training Centers from Trainees and Trainers’ Perspectives

This study aimed to identify the significant factors on customers’ retention of training services provided by Alborz Provincial Technical and Vocational Training (TVT) Centers, from trainees and trainers’ perspectives. By reviewing the literature and scientific resources, seven goals and questions were considered for the present study. Identifying and defining the variables, a questionnaire was used to collect the required data. A researcher made- questionnaire contained 31 questions. After determining the statistical population, 339 questionnaires were distributed randomly among trainees of TVT centers. After completing and collecting the research questionnaires, the required data were analyzed using the SPSS software. The results showed that customers’ retention of training services are largely affected by competitive prices/fees. Therefore, among the five variables, the most important factors affecting customers’ retention of training services were respectively customer satisfaction, perceived usefulness of training, competitive price, balance of training contens and quality of services. The results showed that there is no significant difference between the viewpoints of trainers and trainees about the main variables of the research.