ACCESSING CUSTOMER SATISFACTION AS A COMMUNICATION QUALITY OF INTERNTATIONAL UNIVERSITY STUDENTS IN IELTS TRAINING CENTERS IN HO CHI MINH CITY VIETNAM

Abstract

English is being perceived as an International language that has been spoken by people all over the world for various purposes. In the trend of globalization, the demand of studying foreign language has been risen in Vietnam as well as in other developing countries.

Hence, English Training Centers have a chance to turn into promising business that created the appearance of many centers for training, particularly for IELTS (International English Language Testing System) in Ho Chi Minh City (HCMC). This social phenomenal has made students, who have desire to reach this language standard, difficult to allocate the accreditation of the centers. This paper is aimed to evaluate the level of customer satisfaction of students taking courses in three biggest English Training Centers in Ho Chi Minh City such as ACET, British Council and SET education. For this purpose, the tool of in-depth interview with these center managers and questionnaires for students are used to ensure the quality of research data to bring valid outcome for publics.

This paper will evaluate the customer satisfaction of students to show the accreditation of mentioned centers as the recommendation for other students for their academic purpose.