Measurement students satisfaction about the quality of education at mai house english

DUY TAN UNIVERSITY INTERNATIONA L SCHOOL graduate thesis MEASUREMENT STUDENTS SATISFACTION ABOUT THE QUALITY OF EDUCATION AT MAI HOUSE ENGLISH Majors BUSINESS ADMINISTRATION PSU Instructor Huynh Linh.

INTERNATIONA L SCHOOL

GRADUATE THESIS

MEASUREMENT STUDENT'S

SATISFACTION ABOUT THE QUALITY

OF EDUCATION AT MAI HOUSE

ENGLISH

Majors : BUSINESS ADMINISTRATION- PSU Instructor : Huynh Linh Lan MBA

Student : Nguyen Thi My Linh

Class : K25PSUQTH6

ID : 25202105397

Da Nang, 2022

Mai House English The study focuses on the factors like educationprogram,teachers, teaching method, textbooks and study references, infrastructure,management and training service Students’ response measured through an adaptedquestionnaire on a 5-point likert scale The sample size of the study consisted of 200students who have been studying at Mai House English and over 14 years old Theresults of analysis reveal that all attributes have significant and impact on studentsatisfaction about the quality of education at Mai House English

After measurement of student satisfaction about the quality of education atMai House English I have given the causes and solutions, this is a valuable source

of information, helping Mai House English improve the quality of education toimprove student satisfaction

has been used without due acknowledgement Except where I have l clearly statedthat I have used some of the this material , it has not been presented by me forexamination in any other course or subject at this or any other institution.

I understand that the work submitted may be reproduced or communicated forthe purpose of detecting plagiarism I understand that should this declaration be

false, I am libel to be penalized under the Duy Tan University regulations

Signature: Date:  

my gratitude to all the individuals and organizations who have facilitated supportand assistance throughout the learning and research process During the time when Istarted studying at the school, I have received a lot of attention and help from myteachers and friends.

With deepest gratitude, I would like to send to all the teachers in Duy TanUniversity who have conveyed this valuable knowledge to us during their time atthe school Thanks to the guidance and instructions of the teachers, my researchproject can be completed well

I would like to express my sincere thanks to Huynh Linh Lan, MBA, who hasdirectly helped, cared and guided me to successfully complete this report in the past.She gave me moral support and guided me in different matters regarding the topic.She had been very kind and patient while suggesting to me the outlines of thisproject and correcting my doubts I thank her for her overall support

My 3-month internship at Mai House English has come to an end I would like

to express my sincere thanks to Mai House English Thank teacher Tran Thi Mai forgiving me the opportunity to practice here, and thank you, teachers, for helping meovercome difficulties

I express my deep gratitude and appreciation to those who agreed toparticipate in this project, for their time expended and courage in sharing theirinsights with me

Last but not the least I would also like to thank all of my friends, familymembers for encouraging and supporting me whenever I needed them

Thank you sincerely!

TABLE OF CONTENTS 4

LIST OF TABLES 6

LIST OF FIGURES 7

CHAPTER 1 INTRODUCTION 1

1.1 REASON FOR CHOOSING THE RESEARCH TOPIC 1

1.2 AIM OF THE RESEARCH 2

1.3 RESEARCH QUESTIONS 2

1.4 SUBJECT AND SCOPE OF RESEARCH 2

1.5 RESEARCH METHODS 2

1.5.1 Data collection method 2

1.5.1.2 Analytical methods 3

1.5.2 Questionaire 3

1.6 STRUCTURE OF THE RESEARCH 3

1.7 LITERATURE REVIEW 4

CHAPTER 2 LITERATURE REVIEW 6

2.1 THEORETICAL BASIS 6

2.1.1 Overview of the quality of educational services 6

2.1.1.1 Definitions of education 6

2.1.1.2 Definitions of service quality 7

2.1.1.3 Definitions of quality of educational services 7

2.1.2 Find out about the satisfaction level of customers who are students 8

2.1.3 Satisfaction classification 9

2.1.4 Theoretical basis for research model 11

2.1.4.1 American Customer Satisfaction Index 11

2.1.4.2 European Customer Satisfaction Index 12

2.1.5 Previous Researches 12

2.1.5.2 Researching the factors influencing the satisfaction of master students

at VNU School of Interdisciplinary Studies (Huy Thuong Do and Nguyen Thi

Phuong Hong in 2019) 14

2.1.5.3 Research on the relationship between training service quality and student satisfaction at Tan Trao University (Nguyen Khai Hoan, Nguyen Phuong Thao in 2017) 15

2.1.6 Proposed Research Model 17

2.2 RESEARCH MODEL 18

SUB-CONCLUSION CHAPTER 2 21

CHAPTER 3 COMPANY INTRODUCTION AND RESEARCH METHODOLOGY 22

3.1 COMPANY INTRODUCTION 22

3.1.1 The history and development of company 22

3.1.2 Services of company 23

3.2 RESEARCH METHODOLOGY 23

3.2.1 Secondary data 23

3.2.2 Primary data 23

3.2.2.1 Quanlitative Method 24

3.2.2.2 Quantitative Method 27

3.2.3 Sample Method 27

3.2.3.1 Sample Quantity: 27

3.2.3 Data Analysis 28

3.2.3.1 Building the scales 28

3.2.3.2 Explain Mean Index 32

SUB-CONCLUSION CHAPTER 3 33

CHAPTER 4 RESEARCH RESULTS 34 4.1 CLASSIFY SECTION AND PERSONAL INFORMATION SECTION 34

4.2.1 Education program factor 39

4.2.2 Teachers factor 40

4.2.3 Teaching Method factor 42

4.2.4 Textbooks and study references factor 43

4.2.5 Infrastructure factor 44

4.2.6 Managements and training service factor 45

SUB-CONCLUSION CHAPTER 4 47

CHAPTER 5 CONCLUSION AND RECOMMENDATIONS 48

5.1.1 Solutions for Education Program 48

5.2.2 Solutions for Teachers 49

5.2.3 Teaching Methods 49

5.2.4 Textbooks and Study References 50

5.2.5 Infrastructure 51

5.2.6 Management and Training Service 51

5.2 CONCLUSION 52

REFERENCE 1

NUMBER TABLES NAME PAGE 2.1 Summary of factors in the sample research models 15 3.1 Questionnaire overview 25 3.2 The observed variables of Education Program Factor 27 3.3 The observed variables of Teachers Factor 27

The observed variables of Teaching Method Factor 27 3.5 The observed variables of Textbooks and study references

factor

40

‘

R

E 2.1 American Customer Satisfaction Index (ACSI) 10 2.2 European Customer Satisfaction Index (ECSI) 11 2.3 Research method of Nguyen Bich Nhu 2019 12 2.4 Research method of Huy Thuong Do and Nguyen Thi

4.5 Diagram of Learning purpose 33 4.6 Diagram of Current Level Of Englsih 33

CHAPTER 1INTRODUCTION1.1 REASON FOR CHOOSING THE RESEARCH TOPIC

With economic globalization, foreign languages are the main impediment tothe development of individuals in particular and organizations in general Mostpeople understand the significance of foreign languages in learning and working

A good foreign language is a bridge for international students to communicateand the ability to receive full or partial study grants Good foreign languages arenecessary conditions for the promotion and enhancement of workers' incomes

In recent years, Japanese, Chinese and Korean have also started to be popular,but English is always the language people pay attention to first because of itspopularity Currently, in Da Nang, there are English centers like: SOPHIA, Apollo,IRIS, WISE ENGLISH,etc with a prestigious quality of education

They compete fiercely with monthly incentives for students when theyregister: reduced tuition fees, gift donations, scholarships, etc Every year, almostevery center expands more branches This shows that the demand for learningEnglish is increasing day by day and shows no signs of slowing down Because ofthe fierce competition and diversity with the number of English centres, studentshave more choices And the quality of education is one of the most importantfactors in their selection

In any industry, not just education, the cost of finding new customers is muchmore difficult and expensive than retaining old customers The English center that isconsidered successful in terms of training quality is a center with a stable and loyalnumber of old students Therefore, in order to survive and develop, centers mustconstantly improve and improve the quality of training As an individual in the team

of Mai House English, I want to measure student satisfaction about the quality ofeducation at Mai House English to offer practical solutions for the leadership toincreasingly improve the quality of training services, bring more prestige to studentsand develop the brand

Because of the above reasons, the topic: "Measurement student's satisfactionabout the quality of education at Mai House English" was carried out.

1.2 AIM OF THE RESEARCH

-Evaluate the satisfaction level of students about Mai House English

-Provide the necessary data for Mai House English to improve their teachingquality

1.3 RESEARCH QUESTIONS

There are two questions:

What factors affect students' satisfaction with the quality of education at MaiHouse English?

How satisfied are the students with these factors?

1.4 SUBJECT AND SCOPE OF RESEARCH

-Content: The topic focuses on measuring student satisfaction with the quality

of education at Mai House English in terms of: education program, teachers,teaching method, Textbooks and study references, infrastructure, management andtraining service

-Scope: the scope of data collection within the framework of Mai HouseEnglish

- Object: Focus on students who have been studying at Mai House English andover 14 years old

1.5 RESEARCH METHODS

1.5.1 Data collection method

Secondary data is collected and aggregated from previous research reports andreputable documents related to the subject of education

Primary data was collected through a convenient sampling method withrespondents is students who have been studying at Mai House English and over 14years old

The survey method used is a quantitative research method throughquestionnaire and a qualitative research method through the personal interview

1.5.1.2 Analytical methods

Methods of data analysis: Primary data after collection is coded, cleaned,processed with the help of SPSS software After that, students' satisfaction will bemeasured by Mean index to produce results about the students' feelings about MaiHouse English to achieve goal of measuring satisfaction From there, know howsatisfied the students are to propose solutions to improve the satisfaction level ofstudents with the center

1.5.2 Questionnaire

The questionnaire on student satisfaction with the quality of education at MaiHouse English consists of 3 main parts:

-The first part consists of 4 questions for classification

-The second part includes 20 questions to collect participants' satisfactionindex on factors such as: Education Program, Teachers, Teaching Methods,Textbooks and study references, Infrastructure, Management and Training Service.-The third part is questions about personal information

1.6 STRUCTURE OF THE RESEARCH

Chapter 1: Introduction

Chapter 1 states the reason for choosing the topic and the urgency of the topic.Aims of the study, object and range of study, research methods, Structure of thestudy

Chapter 2: Literature review

Introduction to the theoretical basis, reference models and previous researches.From there, propose the research method to measurement student's satisfactionabout the quality of education at Mai House English

Chapter 3: Company introduction and research methodology

Introduction to the overview of Mai House English and research methods.Constructing the research questions and hypotheses, presenting the research design,discussing the participants, the instruments to be used, the procedure, the dataanalysis plan

Chapter 4: Research result

State the results of the research, including a description of the data, andcollected data, use the mean index to evaluate the scales, explain the causes of theresults collected.

Chapter 5: Conclusion and Recommendations

Conclude the research results Proposing solutions to solve the problems justanalyzed in chapter 4

1.7 LITERATURE REVIEW

In Vietnam, there have been many studies on student satisfaction such as:

Researching the factors influencing the satisfaction of master students at VNUSchool of Interdisciplinary Studies of Do Huy Thuong and Nguyen Thi PhuongHong

Evaluation of students' satisfaction with teaching activities of lecturers of SocTrang College of Pedagogy of Nguyen Bich Nhu 2019

Research on the relationship between training service quality and studentsatisfaction at Tan Trao University of Nguyen Khai Hoan and Nguyen Phuong Thao

in 2017

In the world, there are also similar studies on this issue such as:

Study examining the students satisfaction in higher education of Babar ZaheerButta and Kashif ur Rehmanb

Satisfaction of Students and Academic Performance in Benadir University ofMahad Khalif Dhaqane

Descriptive study on students' satisfaction towards the services provided byUtara Malaysia University of Roslina Bt Abdullah

Therefore, we can realize that the problem of finding out the satisfaction ofstudents about the quality of education is very prioritized not only in Vietnam butalso around the world In order to ensure the quality and continue to improve andpromote the shortcomings in the current quality of education

CHAPTER 2LITERATURE REVIEW2.1 THEORETICAL BASIS

2.1.1 Overview of the quality of educational services

2.1.1.1 Definitions of education

2000 years ago, Cicero propagated that education is the best gift we can give

to the youth.Education is a dynamic concept with different persons interpreting itfrom their own background or ideals Therefore its biological, physical andphilosophical connotations vary from one another

Education meaning as per Aristotle – “Education is the creation of a ‘soundmind’ in a ‘sound body’”

Education meaning as per Mahatma Gandhi – “By Education I mean all rounddrawing out of the best in child and man – body, mind and spirit.”

Education meaning as per John Adams – “Education makes a greaterdifference between man and man than nature has made between man and brute.”Education is a dynamic force in the life of an individual and influences hisphysical, mental, social, emotional, ethical, creative and spiritual development Ithelps the individual in undergoing appropriate needed experiences and inorganizing these experiences into meaning, for his life activities

Thus from all of the above we can deduce that the function of education is to

“draw out” rather than “put in” Through education the inner capacities andpotentialities of the pupil are developed and brought to light

In other words, education is the art of developing and enhancing thecultivation of various physical, mental and moral powers of the child Henceeducation is a continuous process from the womb to the tomb

2.1.1.2 Definitions of service quality

Quality can be interpreted as "Customer's expressed and implied requirementsare met fully".This is a core statement from which some eminent definitions ofquality have been derived

American Society for Quality (also known as ASQ) defines Quality as: "thetotality of features and characteristics of a product or service that bears on its ability

to meet a stated or implied need"

Dr Feigenbaum's definition of quality: “Quality is a customer determinationwhich is based on the customer’s actual experience with the product or service,measured against his or her requirements—stated or unstated, conscious or merelysensed, technically operational or entirely subjective—always representing amoving target in a competitive market.”And many more definitions But theimportant to note that quality satisfying the customers' needs and expectations is themain factor in all these definitions

2.1.1.3 Definitions of quality of educational services

UNICEF in a paper at the meeting of The International Working Group onEducation Florence, Italy defining quality in education is:

Learners who are healthy, well-nourished and ready to participate and learn,and supported in learning by their families and communities;

Environments that are healthy, safe, protective and gender-sensitive, andprovide adequate resources and facilities;

Content that is reflected in relevant curricula and materials for the acquisition

of basic skills, especially in the areas of literacy, numeracy and skills for life, andknowledge in such areas as gender, health, nutrition, HIV/AIDS prevention andpeace;

Processes through which trained teachers use child-centred teachingapproaches in well-managed classrooms and schools and skillful assessment tofacilitate learning and reduce disparities;

Outcomes that encompass knowledge, skills and attitudes, and are linked tonational goals for education and positive participation in society

2.1.2 The relationship between student satisfaction and education quality

According to [Kolter and Armstrong (2011)], customer satisfaction depends

on product's perceived performance compared to buyer's expectations If productperformance does not meet expectations, customers will not be satisfied If the

effect matches expectations, the customer will be satisfied If the performanceexceeds expectations, the customer will be highly satisfied And smart companiesaim to please their customers by promising what they can deliver and then deliverbetter than they promised.

According to [Oliver (1981)], customer satisfaction is the customer'sevaluation of a certain transaction, which reflects the relationship betweencustomers' expectations and their actual feelings about the transaction with theproduct or service they receive

Many studies show that customer satisfaction and service quality are twoclosely related concepts Sureshchandar (2002) considers customer satisfaction as amultidimensional construct such as service quality and argues that: Customersatisfaction is operated according to the same factors as service quality Besides,most other researchers believe that: Service quality is a prerequisite for customersatisfaction (Cronin and Taylor, 1992; Gotlieb, 1996; Lee, 2000)

In the field of education, studies show that educational service quality andstudent satisfaction are indeed closely related Hishamuddin Fitri Abu Hasan (2008)confirmed there is a relationship between service quality and student satisfaction;Therefore, improving service quality will also lead to increased student satisfaction.Similarly, when studying the influence of service quality on student satisfaction,Ehsan Malik (2010) also concluded that: service quality has a great influence onstudent satisfaction and the nature of student satisfaction lies in the quality ofteaching and learning environment of the educational institution In a studyevaluating the relationship between higher education service quality and studentsatisfaction, Basheer A.Al-Alak and Ahmad Salih Mheidi Alnaser (2012) found aclear evidence that: service quality has a positive relationship with studentsatisfaction, so student satisfaction can be enhanced through service qualityimprovement

In this study, the concept of student satisfaction is considered and measured inrelation to service quality, specifically, the quality of teaching activities is aprerequisite for student satisfaction

Accordingly, we can divide student satisfaction into three levels:

-If trainees' perception is smaller than expected, they feel unsatisfied

-If they perceive with expectations, they will feel normal

-If the perception is greater than the expectation, they will feel satisfied

In other words, the level of student satisfaction depends on the effectiveness orbenefits of the educational service that the center provides compared to what theyare expecting Customers can have different levels of satisfaction If the educationaleffectiveness is lower than expected, they will feel dissatisfied If the center'seducational effectiveness exceeds expectations, students will be extremely satisfiedand happy

The student's expectations can also be based on many of their previousexperiences, such as the opinions of friends or information from marketingadvertising, etc Therefore, the center must continuously improve the quality ofeducation to be more engaging and avoid disappointing students

2.1.3 Satisfaction classification

According to some researchers, customer satisfaction can be classified intothree categories and they have different impacts on service providers:

-Demanding Customer Satisfaction

This is positive satisfaction and is responded to through increased userdemand for the service provider For customers with positive satisfaction, they andthe supplier will have a good relationship, trust each other and feel satisfied whenmaking transactions Moreover, they also hope that the service provider is able tomeet their increasing demand Therefore, this is a group of customers who easilybecome loyal customers of the service provider as long as they see a lot ofimprovement in their service delivery The positive factor is also reflected in thefact that it is from the constantly increasing requirements of customers that theservice provider tries to improve the quality of the service, becoming more andmore perfect

- Stable Customer Satisfaction

For customers with stable satisfaction, they will feel comfortable and satisfiedwith what is going on and do not want a change in the way service is provided.Therefore, these customers are pleasant, have high trust and are willing to continueusing the service.

- Resigned Customer Satisfaction

Customers with passive satisfaction have little trust in service providers andthey think that it is very difficult to improve service quality and change according totheir requirements They feel satisfied not because their needs are completelysatisfied, but because they think it is impossible to ask for better improvement.Therefore, they will not actively contribute ideas or appear indifferent to the serviceprovider's improvements

Therefore, when studying customer satisfaction, making customers happy isvery necessary, but helping them feel completely satisfied is much more important.For passively satisfied customers they can leave at any time while the group ofcustomers who feel completely satisfied will be loyal customers This understandingwill help to have flexible service quality improvement measures for differentcustomer groups

2.1.4 Theoretical basis for research model

The customer satisfaction index consists of factors (variables), each of which

is composed of many specific factors that characterize the product or service.Customer satisfaction is defined as a comprehensive evaluation of the use of aservice Around this variable is a system of cause and effect derived from initialvariables such as customer expectations, the image of the business and the product,the perceived quality of the product or service, and the resulting variables of thecustomer’s satisfaction such as customer loyalty or customer complaints

2.1.4.1 American Customer Satisfaction Index

In the American Customer Satisfaction Index (ACSI), perceived value isinfluenced by perceived quality and customer expectations Then, customerexpectations have a direct impact on perceived value In fact, the higher theexpectation, the higher the customer's perceived quality standard for the product, or

vice versa Therefore, the quality requirements of products and services provided tocustomers need to ensure their satisfaction Customer satisfaction is formed on thebasis of perceived quality, expectations and perceived value, if the quality andperceived value are higher than expectations, it will create loyalty to customers Onthe contrary, it is a complaint about the product they consume.

Picture 2 3 American Customer Satisfaction Index (ACSI)

2.1.4.2 European Customer Satisfaction Index

In the European Customer Satisfaction Index (ECSI), there are certaindifferences Compared to ACSI, the image of products and brands has a directimpact on customer expectations At that time, customer satisfaction is affected by 4factors: image, perceived value, perceived quality, and both tangible and intangibleproducts Normally, the ACSI index is usually applied to the public sector, whilethe ECSI index is often applied to measure satisfaction with products, industries

Picture 2 3 European Customer Satisfaction Index (ECSI)

2.1.5 Previous Researches

2.1.5.1 Evaluation of students' satisfaction with teaching activities of lecturers of Soc Trang College of Pedagogy (Nguyen Bich Nhu 2019)

Objective: Evaluation of students' satisfaction with teaching activities of

lecturers of Soc Trang College of Pedagogy

Participants: Research on 260 regular college students of Soc Trang College

of Education

Method: Formal research is quantitative research with data collection

technique is interview through questionnaire All response data will be processedwith the support of SPSS software.The scale of student satisfaction with trainingactivities is designed including 5 component scales with 32 observed variablescorresponding to 5 factors affecting student satisfaction and 1 rating scale Eachobserved variable is designed to collect student feedback on a 5-level Likert scale:Very Unsatisfied , Unsatisfied, Neutral, Satisfied, very Satisfied,

is a valuable source of information for school teachers to compare and adjust if inthe process of organizing teaching activities, important factors have not been givendue attention before

2.1.5.2 Researching the factors influencing the satisfaction of master students at

VNU School of Interdisciplinary Studies (Huy Thuong Do and Nguyen Thi Phuong Hong in 2019)

Objective: factors affecting learners' satisfaction with training services at

Hanoi National University

Participants: Survey subjects are students who have graduated from the

Faculty's master's programs during the survey period from January 2019 to April

2019 The research sample was collected in two forms: paper survey and onlinesample on Google Total 207 valid votes

Method: The study was carried out by quantitative method Data for statistical

analysis are taken from survey data Reliability is tested by Cronbach's Alphacoefficient and correlation coefficient with the total variable

Model:

Picture 2 3 Research method of Huy Thuong Do and Nguyen Thi Phuong

Hong in 2019 Result:

Research results show that student satisfaction about the quality of educationdepends mainly on 4 factors: tuition fee, support, training, lecturers and trainingprogram

2.1.5.3 Research on the relationship between training service quality and student

satisfaction at Tan Trao University (Nguyen Khai Hoan, Nguyen Phuong Thao in 2017)

Objective: relationship between training service quality and student

satisfaction at Tan Trao University

Participants: The actual survey size is 415 samples After being cleaned to

remove the tables with no values, the final sample is n = 396

Method: The official results are used to analyze and evaluate the

measurement scale of components affecting student satisfaction through CronbachAlpha reliability coefficient, EFA factor analysis, theoretical model testing andother factors Hypothesis through one-way analysis of variance (ANOVA )

Model:

Picture 2 3 Research method of Nguyen Khai Hoan, Nguyen Phuong Thao in

2017 Result:

Research results show that 4 factors affecting training service quality have apositive impact on student satisfaction: Service capacity, Empathy, Responsiveness,Reliability At the same time, the research shows the difference between the abovefactors, the most impactful level is: Sympathy and Service Capacity Facility is notrecognized as a predictor of student satisfaction in the study and this is also thefactor that has the lowest influence on satisfaction, but it is not significant in theforecast because the test is not significant statistical

2.1.6 Proposed Research Model

Table 2 1 Summary of factors in the sample research models

Research Theory Research Model Factors Influencing

Evaluation of students'

satisfaction with teaching

activities of lecturers of

Soc Trang College of

Pedagogy (Nguyen Bich

Nhu 2019)

- European CustomerSatisfaction Index (ECSI)

- American CustomerSatisfaction Index – ACSI

- Teaching Method

- Teaching Content

- Teacher's enthusiasm

- Teacher's attention tostudents

-Education Program

-Teachers-Support Training-Infrastructure-Tuition-Interaction in class

Research on the

relationship between

training service quality

and student satisfaction

at Tan Trao University

(Nguyen Khai Hoan,

Nguyen Phuong Thao in

2017)

- Parasuraman'sSERVQUAL model

- European CustomerSatisfaction Index (ECSI)

-Confidence level-Responsiveness-Service capabilities-Sympathy

-Infrastructure

2.2 RESEARCH MODEL

Based on the background of the existing research models, I propose the model

to be applied to the topic as follows:

Picture 2 3 Proposed research model H1: Education Program

In Researching the factors influencing the satisfaction of master students atVNU School of Interdisciplinary Studies of Do Huy Thuong and Nguyen ThiPhuong Hong The Education Program have a positive effect on the overallsatisfaction of students

This is the first factor when a student chooses a center to attend Centers withgood learning programs (standard knowledge, modern, reasonable design andconvenient for learning) will easily attract students to study Therefore, once theserequirements are satisfied, student satisfaction will surely be high.

H2: Teachers

In Researching the factors influencing the satisfaction of master students atVNU School of Interdisciplinary Studies of Do Huy Thuong and Nguyen ThiPhuong Hong Teacher's enthusiasm and Teacher's attention to students have apositive effect on the satisfaction of students

It’s the direct force to implement the goals, teaching and educational plans,who create prestige, quality and effectiveness It is one of the factors that directlyaffect the level of student satisfaction

H3: Teaching Method:

In Evaluation of students' satisfaction with teaching activities of lecturers ofSoc Trang College of Pedagogy of Nguyen Bich Nhu 2019 It is mentioned thatOfficial Dispatch No 2754 of the Ministry of Education and Training has strictguidelines for collecting students' opinions on some factors of students' educationquality One of them is the teaching method

Teaching Method is a way of interaction between teachers and students duringclass time, an effective class is when in the learning process, students can acquireknowledge actively, without pressure, and There are many conditions to improveyour ability This is also a factor that directly affects the level of studentsatisfaction

H4: Textbooks and study references

In Evaluation of students' satisfaction with teaching activities of lecturers ofSoc Trang College of Pedagogy of Nguyen Bich Nhu 2019 It is mentioned thatOfficial Dispatch No 2754 of the Ministry of Education and Training has strictguidelines for collecting students' opinions on some factors of students' educationquality One of them is the Textbooks and study references

This is important because with reference materials that support learning,students can dramatically improve their performance And if the material or book ishelpful to the student's learning process, the student's satisfaction level willdefinitely increase

is a shortage of laboratories for practice, the knowledge that students acquire is only

in theory, not meaningful In fact, if the school does not have enough rooms forstudents to study and research, it will also greatly affect students' learning, whichmakes students' satisfaction with the school decline

H6: Management and Service Training:

In Research on the relationship between training service quality and studentsatisfaction at Tan Trao University of Nguyen Khai Hoan and Nguyen Phuong Thao

in 2017 When Service Capabilities are rated high or low by students, studentsatisfaction will be high or low respectively

The service ability of the administrative staff, the speed of handling studentinquiries and tasks, and the enthusiasm and service attitude of the staff also have agreat influence on student satisfaction

SUB-CONCLUSION CHAPTER 2

Chapter 2 presented an overview of the quality of educational services,including: Definitions of education, Definitions of service quality, Definitions ofquality of educational services Besides, chapter 2 also introduces a number ofdomestic and foreign studies related to the assessment of student satisfaction withthe quality of education From the available definitions and research models, I built

a research model consisting of six components: (1) Education Program, (2)Teachers (3) Teaching Methods, (4) Textbooks and Study Materials, (5 )Infrastructure and (6) Management and Training Service

CHAPTER 3COMPANY INTRODUCTION AND RESEARCH METHODOLOGY3.1 COMPANY INTRODUCTION

3.1.1 The history and development of company

Business name: Mai House Co., Ltd

Address: 183 Hoang Dieu, Hai Chau, Da Nang, Hai Chau, Vietnam

Phone: 036 272 2034

Mai House Limited Liability Company, also known as: Mai House English.The first class opened in Hanoi in 2014 The company's director is Ms Tran ThiMai

In 2019, more teachers began to appear, but because of the epidemic situation,along with Ms Mai, she had to go abroad to study for a master's degree So thecenter has switched to online teaching for some time The main market is in Hanoi,

Da Nang and Ho Chi Minh City

In 2021, Mai House English expanded its market in Da Nang Also in thisyear, it officially became a partner of IDP

By 2022, the situation has stabilized, the center will return to teaching in bothonline and face-to-face formats, and English courses for children from 5 to 10 yearsold by Mr Dallas will also be opened

Mai House English is an English center that always operates with the mostimportant goal: to help students communicate well in English.With the slogan

"Unleash your full potential"

Mai House English always wants to be able to help each student reveal his orher own talent Because everyone is not the same, everyone will always have theirown strengths and weaknesses Therefore, Mai House English's mission is to helpthem overcome challenges

Mai House English's English courses are scientifically designed and verified.Suitable for different levels of students

In addition, from 2019 to now, the company has constantly promoted onlinecourses, to expand its scale to the whole country Promote the application ofadvanced methods in teaching to improve the quality of education.

3.1.2 Services of company

“Cement” class :For children aged 5 – 7 years

“Mortar” class :For children aged 8 – 10 years

“Brick” class :Pronunciation - Grammar – Vocabulary

“Wall” class :Communication

“Window” class :IELTS - 4 Skills

“Fast & Furious” :IELTS – Accelerated

3.2 RESEARCH METHODOLOGY

3.2.1 Secondary data

Secondary data is collected through reference to previous research reports

In addition, I also use information on the Internet for research purposes.Thecollection of secondary data helps me save more time in researching the subject,comparing and contrasting with the research that I am doing

3.2.2 Primary data

Primary data collected by direct survey (using Google forms) Thisquestionnaire is through discussion and trial survey to adjust and give a completesurvey

I collect primary data because it is the most authentic source of data fromstudents

In addition, if only using the secondary data source, it will be incomplete,cannot be sure of the accuracy, the application of the survey will help to collectaccurate data and save time

3.2.2.1 Qualitative Method

For the design of qualitative research: I use Personal interview andProfessional interview

Prepare:

- Equipment includes audio and video recording equipment to ensure fullcapture of information after the interview.

Question:

1 Are you currently studying at Mai House English?

2 After studying here, how do you feel about the results you get?

3 How do you feel about the education program such as: reasonable for eachlevel, regularly updated, etc of the center?

4 About the teachers, how do you feel?

5 Are you satisfied with the teaching method of the teachers?

6 Are the curriculum and learning materials provided by the center beneficialand appropriate for you?

7 Are there any points about the facilities that make you unsatisfied?

8 For the management and quality of services at the center, have you metyour requirements?

From the personal Interview with Doan Thi Thanh Nga, I got the following result:

My name is Doan Thi Thanh Nga, I am currently a student at Duy TanUniversity I have been studying at Mai House English for 1 year For me, afterstudying here, my English level has improved significantly From someone whodoesn't know anything about English, I now have a TOEIC score of 7.5 However,

1 year ago, when I just enrolled at Mai House English, I had a hard time choosing aclass Because the number of classes at the center is too small and it is difficult for

me to schedule time to attend classes I had to wait more than 1 month to get theright class for me On the other hand, I am very satisfied with the teachers here,everyone has a high level of English, the foreign teachers are very friendly andalways try to innovate the method so that students can understand the lesson.During my study, I am quite satisfied with the teaching method here, but there isone point that I think Mai House English needs to improve: incorporating moreinteresting activities in class, creating more opportunities to learn Students canpractice in class Regarding the curriculum and learning materials, I think it is quite

suitable for me, but some of my classmates think it is nothing special I am veryhappy to be studying in a place where all the facilities are new I just hope MaiHouse English will have some more medical and fire prevention equipment As forthe management and training service, I feel it's still not very good, because when Ihave some problems to solve, I don't know who to tell, and even after I have When

a problem is raised, it takes a long time to resolve it

From the personal Interview with Ho Bao Huy, I got the following result:

My name is Ho Bao Huy, I am currently a student at Phan Chau Trinh highschool I studied at Mai House English for 8 months During my time studying here,

I did not have any complaints about the teachers But I was having a hard timeorganizing my class schedule Because I'm a high school student, I only have freetime in the evening, but Mai House English has very few classes in the evening so Ihad to work hard to arrange my time And the problem of Mai House English'sinput test support to divide appropriate classes is still not good Because after theentrance test, the students will be commented very carefully by the teacher, but afterthe comment, the divided class is not really suitable for the student's level, becausethe educational program is not diverse About Teaching Methods, I think MaiHouse English should incorporate more interesting activities into the lesson, so thatstudents don't get bored Regarding Textbooks and Study References, for mycurrent level of English, I think the references provided by Mai House English arequite suitable for me The infrastructure of Mai House English is new, theclassrooms are full of conditions for studying, full of light and a very clean learningenvironment Regarding Management and Training service, I have nevercomplained about Mai House English so I don't know how to solve their problem.But I am very satisfied with Mai House English's after-school care, they are veryinterested and always cheer for me

From the personal Interview with Pham Thi Thuy Vy, I got the following result:

My name is Pham Thi Thuy Vy, currently a student at DaNang University ofEconomics I didn’t continue my studies at Mai House English The first reason is