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dc.contributor.authorWalker, John
dc.date.accessioned2009-10-30T01:44:42Z
dc.date.accessioned2016-03-06T22:25:53Z
dc.date.accessioned2016-09-07T13:57:41Z
dc.date.availableNO_RESTRICTIONen_US
dc.date.available2009-10-30T01:44:42Z
dc.date.available2016-03-06T22:25:53Z
dc.date.available2016-09-07T13:57:41Z
dc.date.issued2003
dc.identifier.citationWalker, J. (2003). Client satisfaction with English language centre service: insights from a New Zealand national survey The international journal of education management, 17(7), 294-302.en_US
dc.identifier.issn0951-354X
dc.identifier.urihttp://hdl.handle.net/10179/9696
dc.description.abstractThe 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.en_US
dc.language.isoenen_US
dc.publisherMCB University Press,en_US
dc.relation.isformatofwww.emeraldinsight.com/10.1108/09513540310500978en_US
dc.subjectTESOLen_US
dc.subjectTESOL managementen_US
dc.subjectEnglish language centresen_US
dc.subjectELC managementen_US
dc.subjectEnglish languageen_US
dc.subjectService deliveryen_US
dc.subjectTeaching methodsen_US
dc.subjectCustomer satisfactionen_US
dc.subject.otherFields of Research::330000 Education::330100 Education Studies::330104 Educational policy, administration and managementen_US
dc.titleClient satisfaction with English language centre service: insights from a New Zealand national surveyen_US
dc.typeJournal Articleen_US
dc.citation.volume17
dc.identifier.harvestedMassey_Dark
dc.identifier.harvestedMassey_Dark


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