Assessing customer satisfaction in IELTS traning centers : The segment of students in International Universities and Schools in Ho Chi Minh city

Abstract

The research is conducted to evaluate experience of learners when they study IELTS ( International English Language Testing System) skills at three big IELTS Training Centers in Ho Chi Minh City: ACET, BC and SET Education due to the demand of studying English and taking the exam for English certificate, especially IELTS is increasing year by year. Some main problem

are discussed in the research are: the satisfaction level of students in IELTS Training Center, the strength and weakness of service quality in these centers and recommendation should be done to improve customer satisfaction and service quality. As a result, ten key findings are found after the research with some interesting information such as: hygiene standard satisfy most of student whereas they do not like entertainment activities so much, not only center’s brand name affects more on students’ decision than recommendation from friends and relatives but those students who choose their center base on brand name achieved the desired score as well, and consulting service are recommended by half of learners to improve quality of IELTS Training centers.