Measuring Customer Satisfaction. Case: Master IELTS Language Training Center
Do, Vu (2021)
Do, Vu
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021120323451
https://urn.fi/URN:NBN:fi:amk-2021120323451
Tiivistelmä
Although English is not the most widely spoken language in the world, it is undeniably the most widely used language of all time. As a result, teaching and studying English has become useful, beneficial, and popular in most of nations where English is either a second language or a foreign language. Furthermore, international programs such as Cambridge, TOEFL, TOIEC, and IELTS are commonly used to assess learners' language abilities. However, among the others, the IELTS test has recently become the most popular.
The goal of this thesis was to look at the current level of customer satisfaction with Master IELTS, a language training school providing tailored IELTS training programs, and identify any potential areas for improvement. This study explored and evaluated the aspects that determine customer satisfaction and assisted the case company in reviewing the present situation and identifying any existing difficulties with their services.
The theoretical background of this thesis covered service, service quality and customer satisfaction. Quantitative research was the chosen method used to proceed the survey for data collection of the thesis. The questionnaire was delivered and conducted for one month and a half with the great assistance and cooperation of all staff, teachers and students of Master IELTS.
As the result of the research, the level of customer satisfaction towards the services and the training products of Master IELTS was positive. However, in order to perform more efficiently and productively, the case company needs to complete the team with a position of head teacher, a salesperson. Improving and diversifying teaching materials is the most crucial job to gain competitive advantages of the case company compared to other competitors in the market. Employee’s training also helps staff in improving their working skills to better serve customers.
The goal of this thesis was to look at the current level of customer satisfaction with Master IELTS, a language training school providing tailored IELTS training programs, and identify any potential areas for improvement. This study explored and evaluated the aspects that determine customer satisfaction and assisted the case company in reviewing the present situation and identifying any existing difficulties with their services.
The theoretical background of this thesis covered service, service quality and customer satisfaction. Quantitative research was the chosen method used to proceed the survey for data collection of the thesis. The questionnaire was delivered and conducted for one month and a half with the great assistance and cooperation of all staff, teachers and students of Master IELTS.
As the result of the research, the level of customer satisfaction towards the services and the training products of Master IELTS was positive. However, in order to perform more efficiently and productively, the case company needs to complete the team with a position of head teacher, a salesperson. Improving and diversifying teaching materials is the most crucial job to gain competitive advantages of the case company compared to other competitors in the market. Employee’s training also helps staff in improving their working skills to better serve customers.