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  • Development of a Program of Work with Clients in the Management of Additional Education in the Sphere of English on the Basis of the Analysis of Satisfaction

Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Valeriya Mogilnikova
Development of a Program of Work with Clients in the Management of Additional Education in the Sphere of English on the Basis of the Analysis of Satisfaction
Marketing
(Master’s programme)
7
2016
This work is devoted to studying the factors of satisfaction and reasons for customer churn of an additional education in the English language centre. The study was conducted with the participation of students of the most popular language centers in Perm city- «Hilton» and «Britannia».

The work tasks such as were achieved:

1. The formation of a theoretical framework for the analysis of customer satisfaction in the sphere of additional education;

2. The definition of the educational organization attributes influencing satisfaction, and their relevance to learners;

3. The identification of the degree of influence on student satisfaction attributes;

4. The determination of the level of student satisfaction with the students;

5. The development of a program of work with clients of an additional education in the English language centre.

In this research we were used such methods as:

1. Focus group

2. Online and personal interviews

3. Comparative analysis

4. Survey

5. Structural modeling of student satisfaction and the factors influencing it.

All data processed in Excel by means of frequency and correlation analysis, as well as the construction of pivot tables, in addition, used «SmartPLS» package for structural equation modeling.

With the results obtained in the study were drawn conclusions and recommendations on working with clients of an additional education in the English language centre.

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