Assessing learner satisfaction by simultaneously measuring learner attitude, motivation, loyalty and service quality in English academies. Issue 4 (4th July 2017)

• Record Type: Journal Article
• Authors: Huong, Vu Thi; Casadesus, Marti; Marimon, Frederic
• Is Part Of: Innovations in education & teaching international. Volume 54:Issue 4(2017)
• Page Start: 301
• Page End: 312
• Publication Date: 2017-07-04
• Subjects: Satisfaction -- motivation -- attitude -- loyalty -- service quality -- English learning; Programmed instruction -- Periodicals; Educational technology -- Periodicals; Instructional systems -- Periodicals; Periodicals; 371.33
• DOI: 10.1080/14703297.2015.1088397
• Languages: English
• ISSNs: 1470-3297

Abstract

Abstract: 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. Amongst the four dimensions used to measure service quality two factors – namely teachers and tangibles (materials, equipment and facilities) – are the most important.