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Título:
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Assessing learner satisfaction by simultaneously measuring learner attitude, motivation, loyalty, and service quality in English academies
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Autor/a:
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Thi Huong, Vu; Casadesús, Martí; Marimon Viadiu, Frederic
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Notas:
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This is an Accepted Manuscript of an article published by Taylor & Francis in Innovations in Education and Teaching International on 30/09/2015, available online: http://www.tandfonline.com/doi/abs/10.1080/14703297.2015.1088397?journalCode=riie20.
The aims of this study are threefold in their approach to English academy teaching: (i) to assess learner satisfaction, (ii) to assess the impact of satisfaction on loyalty and (iii) to assess the three constructs that we considered to be the antecedents of learner satisfaction: learner motivation, learner attitude, and service quality. To collect the data, a questionnaire was developed and delivered to 334 English learners in Spain in 2014. We concluded from these results that learner satisfaction is directly influenced by service quality; whereas learner motivation and learner attitude have no significant impact on learner satisfaction. Moreover, learner satisfaction has a strong impact on learner loyalty. The results also indicated that intrinsic motivation has a direct positive correlation with learner attitude and service quality, whilst extrinsic motivation has an insignificant relationship with learner attitude and a negative relationship with service quality. Among the four dimensions used to measure service quality two factors - namely teachers and tangibles (materials, equipment, and facilities) - are the most important. |
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Materia(s):
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-Consumidores--Satisfacción
-Consumidors--Satisfacció
-Consumer satisfaction
-Control de qualitat
-Quality control
-Control de calidad
-Fidelitat a una marca
-Fidelización del cliente
-Customer loyalty
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Derechos:
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http://creativecommons.org/licenses/by-nc-nd/4.0/
Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/ |
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Tipo de documento:
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Artículo
Artículo - Versión aceptada |
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Editor:
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Taylor & Francis
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Compartir:
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