A Research of the Impact of Service Quality on Customer Satisfaction and Loyalty in High-end English Training Industry

Abstract

Since China's accession to the WTO in 2001, as well as hosting of the Olympic Games and the "The Belt and Road" summit forum, international exchanges and economic and trade contact have become increasingly frequent. As an international language, English status is self-evident. As compared with the traditional mode of English teaching based on examination-oriented education, high-end English training has rapidly become popular. This study explores the impact of service quality on customer satisfaction and loyalty from different perspectives. Based on the analyses, some suggests are put forward for high-end English training to enhance customer satisfaction and loyalty, such as optimization of teaching materials and innovative teaching mode, strengthening supervision of employment of foreign teachers, full "companionship" teaching, humanized management and service.