Research On Customer Satisfaction Of Online Education Course Of K Company’s K-12

With the improvement of China’s economic level and the rapid development of the Internet,people attach more and more importance to education,and the online education industry continues to grow.At the beginning of 2020,due to the impact of COVID-19,schools around the country carried out "non-suspension of classes" activities to ensure students’ learning,making online education ushered in an important inflection point of rapid development.At the same time,due to the rapid development of online education courses and increasingly obvious defects,customer satisfaction has become an important indicator to measure the service level and quality of the industry,as well as an important content of competition among online education enterprises.This paper mainly studies the customer satisfaction of K-12 English online education course in K Company.This article takes the service quality as the breakthrough point,discusses the customer satisfaction.Based on the theory of perceived value,ACSI model is used to conduct a questionnaire survey on the customer satisfaction of K Company’s online education courses.Factor analysis is used to summarize and analyze the results of the questionnaire to find out the key factors affecting customer satisfaction.Study found that customers for k-12 online education courses platform using the richness and interesting experience,curriculum content,curriculum difficulty of gradient,teacher’s basic situation and the behavior way,teaching,course value more attention,especially in the aspect of teacher behavior,customers’ tolerance attitude is not high,once they had a bad experience in the process of class,their heart will complain,resulting in low customer satisfaction.Customers have a high degree of satisfaction with K Company’s corporate image,the experience of using the platform and the course content,but the customer satisfaction is not high in the course difficulty gradient,the way of class,the situation of foreign teachers,service personnel and other aspects.The main performance is that the course difficulty gradient is not obvious,the non-fixed time and non-fixed foreign teachers’ class style has a bad impact on students’ learning,behavior problems of foreign teachers,the difficulty of appointment and few good foreign teachers,the course cost performance is low,the quality of personnel service is poor,etc.According to the above problem,respectively from the promotion of the development level of the research team,adjust the hiring of way,expanding foreign teachers in class,improve teachers’ level of foreign teachers,and strengthen the supervision and administration of foreign teachers,adjust the course price,improve the service personnel of the service quality and the ability to solve the problem put forward the countermeasure and the suggestion of improve customer satisfaction.By studying the customer satisfaction of K-12 English online education courses of K Company,this paper can supplement the research on online education in China and improve the reference suggestions for the better development of online education enterprises in China.