Solution to enhance learners’ satisfaction through training quality at AXCELA Viet Nam

Abstract

This study aims to determine the key factors of training quality associated with learners’ satisfaction at AXCELA Vietnam, an English Center. First point to mention is that the master dissertation uses qualitative research method combined with quantitative research method: Qualitative Research Methodology is used in the work of reportage specialists such as AXCELA’s Board of Directors in order to answer the main questions of the survey, as well as the opinions gathered from them in order to identify problems and suggest solutions. Quantitative Research Methodology is implemented via questionnaire survey based on previous research and modified to better suit AXCELA Vietnam's context. The designed questionnaire survey was sent to all learners, who have already experienced services in AXCELA Vietnam as well as finished one particular English course at this center. The panel poll with 28 criteria used Likert scale from "strongly disagree" to "completely agree" to measure. Following a review of the data, all components gained reliability from the Cronbach Alpha test, mean test, and standard deviation utilizing the SPSS.20 software with a primary source data of 150 samples. Another point worth mentioned is that this study identifies four factors that affect learner satisfaction through training quality, namely facilities, teacher, course program, and serviceability by referring to previous empirical studies as well as analyzing the current situation at AXCELA Vietnam. As a matter of fact, each factor has different impact on learner’s satisfaction. Finally, based on the real context at AXCELA Vietnam, the author will propose some viable solutions and recommendations for the Board of Direction as a reference to tackle this burning issue.