Aluno: Fei Xie
Resumo
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
howthesedimensionsinfluenceoverallstudentsatisfaction,withparticularemphasison
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
bothonline andofflinesurveys, ensuring a comprehensive representation ofthe 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
insights into the key drivers of student satisfaction and provide practical
recommendations for improving the service quality at Escola Chinesa de Lisboa.
Trabalho final de Mestrado