| dc.description.abstract | Customer satisfaction has been a subject of great interest to organizations and researchers
alike. In recent years, organizations are obliged to render more services in addition to their
offers. The quality of service has become an aspect of customer satisfaction and has been proved
that it comes from the combination of excellent learning process and public satisfaction on the
service delivered. The main purpose of this study is to examine what factors that play an
important role in satisfying customers, and which one has the biggest impact on that mission,
particularly at ILA Vietnam. Then this thesis can give some recommendations in helping ILA to
improve its service quality to become the best English Center in Ho Chi Minh City. A mixture of
qualitative and quantitative research are used to collect data from customers of ILA Vietnam in
17 centers to get their satisfaction levels and meaning of service quality which were
substituted in the SERVQUAL model. The findings suggest providing quality service in order to
satisfy customers, organizations in this kind of service sectors need to improve on the
dimensions of service quality. This study contributes to existing theories by confirming or adding
value to the relationships that are involved in customer satisfaction and service quality. Besides,
the provided results could be useful for managers at ILA in strategic planning.
Key words: Customer satisfaction, Service quality, Service quality dimensions,
SERVQUAL, service sectors. | en_US |
