Gap 3. The gap between management perceptions of the training quality
and employee perceptions of the training quality.
In Gap 1, independent samples test was used. Results showed that management’s
perceptions of employee expectations of training quality were not significantly
different from employees’ expectations of training quality (t(201) =
.73, P value > .05). Thus, Hypothesis 1 was not supported.
In Gap 2, a paired samples test was performed. Employees’ expectations of
training quality and their actual perceptions differed significantly. Employees’
perceptions of training quality were significantly lower than employees’
expectations (t(128) = 4.87, P value < .05). Thus, Hypothesis 2 was accepted.
In Gap 3, an independent samples test was used. Results indicated that management
perceptions of the quality of training was not significantly different
from employee perceptions of training quality (t(175) = 1.31, P value > .05).
Thus, Hypothesis 3 was not supported.
These findings suggested that managers know employees’ expectations on
training, and managers and employees have similar perceptions of the training
performed in their hotels. However, employees’ perceptions of training were
significantly lower than that of their expectations. This revealed that training
quality does not reach employees’ expectations, and training does not satisfy
employees’ needs. Managers and supervisors must recognize this, and understand
that training still has much room for improvement.
Reliability
Prior to confirmatory factor analysis, reliability coefficient alphas were
tested. The alpha values for the 5 dimensions were: tangibles (.84), reliability