Factors affecting training effectiveness evaluation of soft skills training programs : A study of service sector in Ho Chi Minh City

Abstract

This study was conducted to evaluate training effectiveness of soft skills training programs in HCMC service sector by identifying key elements that have the significant influence on formative evaluation stages of training effectiveness under the Kirkpatrick's hierarchical model namely reaction and learning. Additionally, this research attempted to investigate the relationship between these two levels of formative training evaluation, thereby examining the causal linkages between training factors on learning effectiveness through the mediating role of reaction effectiveness. The research findings revealed that a set of seven factors of soft skills training programs were identified to have directly and indirectly positive impacts on reaction and learning. For reaction effectiveness, the most impacting training factor was training methods; followed by training needs, training content, training objectives, training environment, trainers, and training schedule. Meanwhile, there were only three out of seven training factors had directly significant impacts on learning effectiveness, in which the greatest variable was also explained by training methods; however followed by training content and trainers. What is more, in accordance with the SEM‟s result, reaction effectiveness is positively related to learning effectiveness. Moreover, the mediation analysis was carried out so as to provide empirical evidence that reaction effectiveness played a mediator role in the relationships between each soft skills training factor and learning effectiveness. This study concluded with suggesting some pratical implications in order to improve the effectiveness of soft skills training programs among HCMC service businesses as well as recommending areas of the further research. Keywords: Training Factors, Formative Evaluation Stages of Training Effectiveness, Reaction Effectiveness, Learning Effectiveness.