A research of the effect of service quality to customer satisfaction in Izone Ielts training academy = Nghiên cứu ảnh hưởng của chất lượng dịch vụ đến sự hài lòng của khách hàng tại học viện đào tạo IELTS IZONE

Abstract

The principle objective of this research is to analyze how service quality affects customer satisfaction in IZONEIELTSTraining Academy. Additionally, the researcher willexamine that what the customers feel about IZONE‟s service qualityand what factorsof service qualitymainly influence them to feel satisfiedduring learning in IZONE.This research also figures out what factors make customersfeel unsatisfied in order to improve