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Evaluating perceived service quality inchineselanguage education: a servqual-based study of Escola Chinesa de Lisboa
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Resumo(s)
This research aims to assess the service quality of Escola Chinesa de Lisboa by applying the six-dimensional Chinese education service quality evaluation model - tangibility, reliability, assurance, empathy, responsiveness, and locality, providing a comprehensive framework for evaluating student perceptions of service quality. This study investigates how these dimensions influence overall student satisfaction, with particular emphasis on students' experiences at school. A quantitative approach was adopted, utilizing a questionnaire based on the SERVQUAL model, adapted specifically for the Chinese language education context. Data were collected from a sample of 132 students through both online and offline surveys, ensuring a comprehensive representation of the student body. Descriptive statistics, correlation analysis, and regression techniques were employed using SPSS 27.0 and Excel to analyze the data and determine the relationship between service quality dimensions and student satisfaction. The findings offer valuable in sights into the key drivers of student satisfaction and provide practical recommendations for improving the service quality at Escola Chinesa de Lisboa.
Descrição
Palavras-chave
Chinese Language Education Service Quality Student Satisfaction Servqual Model , Perceived Service Quality Educational Service Quality
Contexto Educativo
Citação
Xie, Fei .(2025). “Evaluating perceived service quality inchineselanguage education: a servqual-based study of Escola Chinesa de Lisboa”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão
Editora
Instituto Superior de Economia e Gestão