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

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dc.citation.volume17
dc.contributor.authorWalker J
dc.date.accessioned2009-10-30T01:44:42Z
dc.date.accessioned2016-03-06T22:25:53Z
dc.date.availableNO_RESTRICTION
dc.date.available2009-10-30T01:44:42Z
dc.date.available2016-03-06T22:25:53Z
dc.date.issued2003
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.
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.
dc.identifier.harvestedMassey_Dark
dc.identifier.harvestedMassey_Dark
dc.identifier.issn0951-354X
dc.language.isoen
dc.publisherMCB University Press
dc.relation.isformatofwww.emeraldinsight.com/10.1108/09513540310500978
dc.subjectTESOL
dc.subjectTESOL management
dc.subjectEnglish language centres
dc.subjectELC management
dc.subjectEnglish language
dc.subjectService delivery
dc.subjectTeaching methods
dc.subjectCustomer satisfaction
dc.subject.otherFields of Research::330000 Education::330100 Education Studies::330104 Educational policy, administration and management
dc.titleClient satisfaction with English language centre service: Insights from a New Zealand national survey
dc.typeJournal article
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