Analyzing the Factors Influencing the Satisfaction of Students Who Use English as a Second Language (ESL), at a Language Training Center in UAE
DOI:
https://doi.org/10.60072/ijeissah.2025.v3i02.001Abstract
This study explores the key factors influencing the happiness and satisfaction of ESL (English as a Second Language) students at a prestigious Language Training Centre in the United Arab Emirates. As English proficiency becomes increasingly essential in a globalised world, non-native speakers often turn to language training institutions for improvement. To remain competitive, these centres must ensure high student satisfaction. Previous research highlights various factors affecting satisfaction, including course content, teaching quality, learning environment, and student support. Building on these findings, the present study surveyed 125 ESL students to identify the most influential variables affecting their satisfaction. Four key factors were selected: customer relationship management, support facilities, academic staff quality, and promotional effectiveness. Using SPSS for data analysis and applying regression analysis, the study assessed the impact of these variables on overall student satisfaction. The results confirmed that all four factors significantly influence ESL students’ satisfaction. These insights offer valuable guidance for language centres aiming to enhance their service quality and better meet student expectations.
Keywords:
ESL, Customer Relationship, Students’ Satisfaction, SURVQUAL, Strategic MarketingReferences
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