A Conceptual Framework for Measuring Service Quality in Safety Training: SERVQUAL Model

Abstract

This study presents a conceptual framework for measuring service quality in safety training providers, with an involvement of the influencing element that affect overall safety service efficacy. Since safety is a significant concern in industries such as construction, healthcare, and manufacturing, providing high-quality safety training services is crucial for protecting individuals, meeting regulatory standards, and increasing overall operational efficiency.  The framework brings together fundamental theories of service quality, such as the SERVQUAL model, to identify the critical characteristics of service quality in the context of safety services. These aspects are reliability, responsiveness, assurance, empathy, and tangibles, each of which is assessed based on its significance to the safety sector. By linking these characteristics to quantitative outcomes such as incident prevention effectiveness and adherence to safety rules, the framework offers a holistic way to evaluating and improving service delivery. This conceptual model is intended to serve as both a theoretical framework for future empirical research and a practical guide for safety training providers, looking to improve quality in their service offered.