| Researchers have shown a positive correlation between training and employee satisfaction, customer satisfaction, and performance results. The problem is that there is limited research on the effectiveness of comprehensive experiential leadership training (CELT) programs. Theories of Knowles, Kolb, and Jarvis demonstrate the importance of effective training programs. The purpose of this study was to determine the type of relationship that existed between a CELT program and employee satisfaction, customer satisfaction, and performance results. The research questions addressed the relationships between participation in a CELT program and employee satisfaction, customer satisfaction, and performance results. This quantitative research was an ex post facto study of a state agency that used a CELT program for 25 years. The sample included 100% of the agency employees who participated in the CELT program prior to 2008. Existing data were collected, analyzed, and aggregated by district. Two-way ANOVAs without replication were conducted to demonstrate the relationships between CELT participation and employee satisfaction, customer satisfaction, and performance results between 2002 and 2007. Where possible, results were described by district. The findings demonstrated a positive relationship between CELT participation and employee satisfaction. The findings did not confirm a positive relationship between CELT participation and customer satisfaction or performance results. Relationships inferred in this study may improve governance and foster better public management, thereby advancing social change by demonstrating the management complexities of transportation infrastructure, providing a leadership training and development model for consideration by public administrators, and contributing to the wealth of resources held by professional associations. |
