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Coexisting with Public Education: Are Consumers Satisfied with the Quality of Service Provided by Private English Education

  • Crisisonomy
  • Abbr : KRCEM
  • 2015, 11(3), pp.261-284
  • Publisher : Crisis and Emergency Management: Theory and Praxis
  • Research Area : Social Science > Public Policy > Public Policy in general

Yoo, Hyun-jung 1 Rha, Kyeong-hee 1

1충북대학교

Accredited

ABSTRACT

Customer satisfaction is essential for the success of service. The quality of service has become an aspect of customer satisfaction in any field of business. The purpose of this study was to investigate consumers' satisfaction with service quality of private English education provided by private-run institutions. The questionnaire survey was conducted among 239 middle school students in two provinces located in the mid area of South Korea. Factor analysis and Chi-square test were completed to analyze collected data. The results of data analysis indicated that students tended to take their friends' recommendations to attend private institutions, while their parents' making a final decision for their additional study. Also, the most important consideration students took in taking those private classes was about those private institutions' systematic interests in students' study, the quality of classes, and the distance from their house to institutions. Second, it revealed that the students' satisfaction with service quality was at the moderate level. As a matter of fact, it revealed, they were not satisfied with their efforts, abilities, plans, and situations. Third, as for the factors of environmental facilities, economic feasibility, and service quality, students' satisfaction was at the moderate level. Additionally, one of the reasons they took those classes was to study more and obtain better grades at school. Finally some ideas and implications for the current situation of English education in Korea were suggested.

Citation status

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