To read the full version of this content please select one of the options below:

Client satisfaction with English language centre service: insights from a New Zealand national survey

John Walker (Department of Management, Massey University, New Zealand)

International Journal of Educational Management

ISSN: 0951-354X

Article publication date: 1 December 2003

Downloads
1022

Abstract

The TESOL (teaching of English to speakers of other languages) sector in New Zealand is rapidly developing into a major educational service industry. Despite their growing national importance, little is known about the performance of the English language centres (ELCs) that constitute the industry. This study investigated levels of client satisfaction with New Zealand ELC service at a national level. The research took a services management approach, using a multilingual questionnaire covering nine dimensions of ELC service. The findings indicated that, overall, clients registered mere satisfaction with the service provided. Statistical analysis identified significant differences between levels of client satisfaction in terms of client age and nationality and between ELCs of different type and size. While service provider personal attributes were positively rated by respondents, these did not play a major role as predictors of client satisfaction or the willingness to recommend an ELC.

Keywords

Citation

Walker, J. (2003), "Client satisfaction with English language centre service: insights from a New Zealand national survey", International Journal of Educational Management, Vol. 17 No. 7, pp. 294-302. https://doi.org/10.1108/09513540310500978

Publisher

:

MCB UP Ltd

Copyright © 2003, MCB UP Limited