Research on the theoretical framework of the factors affecting the satisfaction of English language students about the quality of training at Banking Academy

Abstract

This study aims to: (1) synthesize the theoretical basis of training quality at Banking Academy, (2) satisfaction and factors affecting students’ satisfaction about training quality, ( 3) suggest a theoretical framework for a research model to measure students’ satisfaction. The overall results show that the measure affecting students’ satisfaction consists of 5 factors: reliability, responsiveness, service capacity, sympathy, and facilities.