Service quality and customer satisfaction on study abroad consultancy center. The case study of istudent

Abstract

This research aims to achieve 3 main goals. Firstly, the study on service quality perceived by customers is conducted to measure the service quality of iStudent in previous times, as well as understanding the level of customer satisfaction after using this service. Secondly, examining the impact of service quality on customer satisfaction is to see whether there is relationship between them in the study abroad consultancy service context. Finally, new specific service quality model is developed to keep track an d improve service quality and to enhance customer satisfaction. This research is done throughout questionnaire delivering to 183 iStudent‟s customers in Ho Chi Minh City. As the results, 125 valid ones are coded and analyzed.