Research On The Language Training Service Standard System And The Service Quality Evaluation Method

Applying the theory of systems engineering, the theory of modern service qualitymanagement and the theory of education economics, this article studied fully and comprehensivelyon language training service system from the theoretical and practical aspects. Firstly, this articlepointed out the problems existing in the language training service standardization system in Chinaby comparing with the situation and experiences in inland and abroad, and then built the languagetraining service standard system by systems engineering approaches and gave the detail list ofstandards to provide guidance for developing standards concerned. Secondly, this article builtlanguage training service quality assessment system on the basis of studying the characteristic of it,and gave a detail description on the assessing bodies, objects, assessing models, indexes, methods,merits and demerits under the different types of learners, training organizations and the third party.Thirdly, this article established Structural Equation Model (SEM) of dimensions’ language trainingservice quality from the learners’ point of view, explored and validated the potential relationsbetween dimensions of learners’ feeling on service quality and learners’ overall satisfaction.Finally, this article used SERVQUAL model to analyze the potential problems in language trainingservice quality and give implementing recommendations to provide theoretical and practical basisfor china’s language training service standardization and service quality assessment.