Identifying, Screening and Verifying Factors Influencing Language Training Service Quality Based on SERVQUAL Model and Standardization

Abstract

Recent years saw the rapid development of China’s language training industry. Based on the analysis of SERVQUAL scale and examples of language training service standards, this paper puts forward some key factors that influence the quality of language training service by using theories of SERVQUAL, standardization, service failure and ETA, so as to provide a technical basis on which the quality of language training services can be improved.