TABLE OF CONTENT EXECUTIVE SUMMARY ......................................................................................................... 2 INTRODUCTION ....................................................................................................

.................. 3 I. Research objective and plan ................................................................................................. 4 I.1. Research Objective ............................................................................................................ 4 I.2. Research Plan .................................................................................................................... 4 II. Research Methodology ..................................................................................................... 7 II.1. Research Instruments ....................................................................................................... 8 II.2.Questionnaire and the purpose of questionnaire................................................................. 9 III. Results of Survey ........................................................................................................... 14 IV. DEMOGRAPHIC INFORMATION.............................................................................. 20 V. SERVICING ATTITUDE .............................................................................................. 25 V.1 Assessment about Language Link¶s Location, Parking annd Attitude of Receptionists .... 25 V.2. Assessment about servicing attitude in general ............................................................... 27 VI. Facilities......................................................................................................................... 31 VI.1. Assessment Elements of Facilities ................................................................................ 31 VI.2. Assessment of Facility of Language Link in general ..................................................... 35 VII. Education Quality........................................................................................................... 39 VIII. Fees ............................................................................................................................ 59 IX. Customer¶s General Assessments About Language Link ................................................ 64 X. X. CORRELATION ....................................................................................................... 70 XI. EVALUATION FACTORS THAT IMPACT TO CUSTOMER¶S GENERAL ASSESSMENT FOR QUALITY OF LANGUAGE LINK ........................................................ 83 XII. RESULTS OF INTERVIEW .......................................................................................... 85 XIII. RECOMMENDATION .............................................................................................. 87 XIV. CONCLUSION .......................................................................................................... 89 XV. REFERENCES .............................................................................................................. 90 Appendix A .............................................................................................................................. 92 Appendix B: Meeting Sheet ...................................................................................................... 97

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EXECUTIVE SUMMARY The aim of the report is to summary the results of the survey about customers¶ awareness of Language Link ± a language-training center. The report is divided into two main parts, the first one includes the analysis about the use of variety of sources for the collection of both primary and secondary data, and the second is the one, which aims at applying a wide range of techniques to analyze data effectively for business purposes. The information provided in the report is to support for the particular objectives of collecting learners¶ opinions about some issues of the center such as: facility, servicing attitude, education quality and fee. Firstly, during the process of collecting information, the research concentrates on the usage of three techniques including questionnaires and interview method to gain primary data, internet method to gain secondary data. Besides, by digging into the survey methodology, this is quasi-random sampling in order to collect the opinion of customers at different age and occupation. In particular, the researchers use the combination of stratified and systematic methods with the purpose of take advantage of these two kinds to support for the process of distributing questionnaires. In the step of designing questionnaire, the purpose of each questionnaire is taken into consideration to decide which information is needed in each question. Secondly, after receiving the results of questionnaires from the respondents, the data is classified into suitable frequency and cumulative frequency distribution tables to verify the results. Subsequently, the different kinds of graph such as bar chart, pie chart and ogive are applied in order to make the process of analyzing data become clearer. The measurement of dispersion is an important step in the process of drawing comparison between two issues and after that giving recommendation for each part in order to suggest the suitable solution for the center to develop comprehensively.

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INTRODUCTION According to Samuel (2009), research is designed to solve particular existing problems by finding out the particular facts so there is a much larger audience eager to support research that is likely to be profitable or solve problems of immediate concern. Therefore, it is a very important tool for any organization to make decision. According to Language Link main web site (n. d) Language Link Vietnam was established in 1996 ± becoming a 100% foreign owned company in 2002. Language Link now has 3 schools in Hanoi, (36 Cat Linh Street, 24 Dai Co Viet street, and 80A Lang Ha Street); with 75 comfortable and well-equipped classrooms, modern resource centres, and state-of-the-art IT system, the centres meet the daily the requirements, of over 3,000 learners of every age and background. So it is believed that Language Link Vietnam is now the market leader in human resource training, in Vietnam. For 10 years, Language Link Vietnam has achieved the

remarkable progresses; the company always aims to improve education quality for customers constantly. This research is made to find out customer¶s awareness of Language Link¶s products/services and market demand. It includes the customers¶ taste, preferences, trends, purchasing behavior, expectations and perceptions on Language Link center¶s products and services. In the research, Primary data and Secondary data were used to support for the survey. This research also concentrates on the usage of three different techniques including Questionnaires, Interview and Internet research. The questionnaires are contributed to 100 customers whose were studying in Language Link. Stratified sampling and systematic sampling is applied to get the real data. The report includes three main parts: The first part introduced viewers about research objectives and plan, research methodology, and research instruments. In the second part, a range of techniques was applied to analyse data effectively for business purposes and drawn some brief conclusion of each problems. The third part shows all the results, which were analysis in main part and valid conclusions based on the information derived and some recommendations for Language Link to resolve their problems and improve the center¶s education quality.

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There are three kinds of data: Primary data. figures.Jane ± Michelle: . responsible for Viet about the promotion 30 questionnaires. information and measurements. for 40 Language Link -Alexis: search more relevant questionnaires.Lindsey: focus on Link centre: 36 Cat Linh centre: 36 Cat Linh street street. According to BPP Professional Education (2004) Data is simply a µscientific¶ term for facts.Lillian ± Alexis: Street centers like Apollo. I. we have chosen two among them that are Primary data and Secondary data to support for our survey. the competitiveness responsible . centre 80A Lang Ha 4 . we have cope with many data from various sources.1. British Language Link .Lillian .Jane ± Michelle: .2. Interview and Internet research. However. It is very important for collecting information about Language Link to give the final result.I. Research objective and plan I. Our research concentrates on the usage of three different techniques including Questionnaires. Research Objective We decided to do this project in order to gather information about the customers¶ awareness of company¶s services of Language Link ± a language-training centre in Vietnam.Michelle: gather information Viet. and Secondary data.Lindsey ± Emy: techniques applied by Date-Time (From 1st April to 10th April) . Research Plan Primary Data Questionnaire Interview Secondary Data Internet research . In the process.The interview is Council. centre 80A Lang Ha information about other .Jane: collect information Language Link Language Link about customers¶ comments centre: 24 Dai Co centre: 24 Dai Co .Lillian ± Alexis: advantages of Language Link.Lindsey ± Emy: Language Language Link Language Link . . raw data.

questionnaires. . attitudes customers towards Language 2 Link centre. is responsible for 2 objects. of advantages Language Link towards other competitors like Apollo. We¶ll collect the questionnaires right after they finish. Primary data Questionnaire Prepare questions Distribute to 100 people Ensure anonymity Activities Each member is responsible for Interview 27 The are Secondary data interviews . interview . applied Link to comments customers about the services provided competitive by the centre. each member information to write report.Searching information aspects like: more relevant about some of who are current students Language centre Prepare questions. access on other Select 10 people websites of different language as interviewers centre to compare.Street for responsible implemented in just -Emy: categorize all the 30 1 day. Oxford 5 . loyal customers of centre in specifically depth the original website.Moreover.Based on the comments of qualitative. British Council. promotion by attract of techniques Language customers. of Link different places.

- Receive and result exact - Can be able to . the combination of these three techniques above can warrant the effectiveness of our survey. The responses in are gathered in a No need to formal standard way so require that the results questionnaires are objective Time-consuming Negative object¶s responses Disadvantages Response may be low Limit of detailed information rate Time consuming more ± - Untrustworthy sources may make us confused Waste of time to select the necessary information.Low cost to obtain information from the customers Can be able to collect information directly. Negative object¶s response Questionnaires may be difficult to design Although there are still limitations in each method. 6 . easy to obtain gather specific .Quick. convincing - Can be able to investigate a large number of Advantages customers limited time.Various source of data and detailed .

the chosen sample in systematic sampling method is appropriate in this case. But this limitation can be overcome by choosing multiple starting points and using varying sampling intervals whose size is selected at random. this method ensures representativeness because it is able to cover overall opinions of customers at different strata as well as avoid focusing on only one objective in the population. For more details.30). 7 . That in the survey of Language Link. 80A Lang Ha and 36 Cat Linh Road. to deal with this problem the researcher decides to select every 5th customers from the population of 30 in 36 Cat Linh. For this reason. However. Research Methodology The questionnaire is contributed to 100 customers whose are studying in Language Link. might lead to a biased sample. The advantage of this method can provide a good approximation to random sampling. the quasi-random sampling is chosen in order to collect the opinion of customers at different age and occupation. there are at least 2-3 classes for different age leaner group and occupation group (Language Link. the researcher would like to use the combination of stratified and systematic methods because of some reasons below. The investigator can ensure this problem does not affect the result of the survey because at certain time within day. p. ³The stratified sampling is the best method of choosing a sample in many situations´ (BPP Professional Education. this method requires the researcher to ensure that there is no regular pattern to the population which coincided with the sampling interval. 100 questionnaires are divided and distributed in each centre to ensure the variety of responses and result of the survey is more reliable and precise.31). Moreover. we take place survey in different centre of Language Link in Hanoi City. every 6th customers from the population of 30 in 24 Dai Co Viet and every 8th from the population in 80A Lang Ha.30). In specific case. p. the address of three centres respectively 24 Dai Co Viet. 2004. the systematic sampling is applied. 2004. In the quasi-random sampling. After that. 2004. Therefore. n. stratified sampling contains disadvantage that requires prior knowledge of each item in the population (BPP Professional Education. the researcher is able to avoid collecting the same opinion from customers who go with their classmates. d). The researcher aims at collecting the customer¶s assessment of Language Link¶s quality in general. p. Another disadvantage of systematic sample is that it does not fully meet the criterion of randomness since some sample of given size have zero probability of being chosen (BPP Professional Education. However. Selecting in such way.II.

Each method applied during the survey poses different advantages and disadvantages also. interview method can help contribute to improve the weaknesses of questionnaire method because using this method. education quality and fees. waste of time to select the necessary information. combining internet-researching method can contribute to the success of the survey because it¶s quick and easy to obtain from various sources of data and low cost to obtain. Secondly.II. negative object¶s responses. 8 . applying this method. Thirdly. However. the researchers can face with different advantages by using this method like time-consuming. it¶s no need to use formal questionnaire. interview method can help know the subject better by giving specific information about the target that our project aims at. Beside from the disadvantages like questionnaire method above. To take advantage of this method. moreover. Each method has its own purposes. low response rate and limited detailer information. researchers can be able to directly gather specific and detailed information from the respondents. using it we can know about personal evaluation of the interviewers. we decide to use three different methods as mentioned above. Another purpose of this method is to facilitate data processing after gathering information from a large number of people. internet research contributes to the process of collecting data from various sources in the internet in order to have an overview about other centre to give the comparison. Secondly. Moreover. the result can be exact. convincing and more objective. researchers should pay attention to avoid some weaknesses for example: untrustworthy sources may make confused. Thirdly. and so on. Firstly. questionnaire method is used to draw accurate information from respondents for example we can have the exact information about customers¶ age. In particular. Moreover. Research Instruments In general. the purpose of this survey is to collect opinions of customers about the specific issues like: facility. service attitude.1. occupation. using questionnaire method can help investigating a large number of customers in limited time. the investigators who use this method may face difficulty in designing questions because of the limited number of question given for the interviewees. Firstly.

Friends. Student / pupil c. 7. Others Assess what are effective methods for advertisement of the Language Link and then give the 4-How do you know about Language Link? a. Others recommendation for the centre.TV b.In general. family. • 18 < identify clearly about jobs. disagree and strongly whether it is convenient for them or disagree question) not? level of security for 6-Parking place is safe and convenient(Strongly agree. the receptionists are willing to Evaluate level of satisfaction with answer all of the questions for the learners (Strongly agree. the information will help us stratify responses. normal. disagree and strongly disagree question) receptionists¶ attitudes in the situations when the learner asking for advices 8.Questionnaire and the purpose of questionnaire Questionnaires 1-Which age group are you in? a.2. Male b. • 7 < 15 23 d. c. •15 < 18 Purposes of questionnaires Find demographic information. Evaluate agree. normal.In learning period. genders especially ages of responders. 5. • 23 b. Officer d. agree.I think the locations of the center are convenient to Assess level of satisfaction of reach to responders about center location (Strongly agree. Internet c. I am satisfied servicing attitude in Language This is the main question to assess Link (giving mark question) general satisfaction with 9 . 2-What is your gender? a. Businessman b. magazine e. disagree and strongly disagree question) learner¶s transports when they join in courses. relative d. agree. normal. Newspaper. In analyzing processes. Female 3-What is your occupation? a.II.

Then based on these data we can combine with question 26 to find the correlation between facility customer 15-The initial test evaluates appropriately my English Find the evaluation of customer 10 and the awareness of .Language Link¶s library has various reference books Gather opinion about the evaluation in English for learners.In general. Large c. disagree and strongly that the quality of classroom or not disagree question) 10. Very quite able to assure the necessary b.The classroom is clean and airy to study. agree.There is enough necessary equipment (such as Link is. normal. 12-How do you think about the space and area of the Estimate the space and area in classroom? a. Quite e.«) whether Language Link can ensure (Strongly agree. Define how classroom in Language 11. projector. (Strongly agree.Very large e. of respondents about the variety of disagree and strongly disagree question) reference books provided by Language Link. Narrow not environment for the learners during the studying process by limit the noise level in the studying area 14. from that point we can see computer. Very noisy c. this general question is to summarize how learners think about facility of 2-4: Bad language link. Reasonable classroom here can satisfy learner or d. agree. speaker. how do you evaluate the facility of According to the specific issue Language Link? (giving mark question) 8-10: very good 0-2: very bad 6-8: good 4-6: Normal provided from question 9 to 11. Very narrow 13. Noisy d. normal. Acceptable b.receptionists 9.How do you evaluate the noise level around the Assess whether Language Link is classroom? a.

disagree and strongly disagree question) provide the variety of course in order to meet the learning demands of different learners. e. normal. Normal . normal.Group work/ discussion Listen to music. Watching movies (ex: Open day. disagree and strongly disagree question) 16. Estimate whether the center can provide various timetable to suit different needs of the learners 17-The variety of courses in center meet my demands of Assess whether the center can learning English (Strongly agree. Fast c. Events in studying to assess the teaching d. agree. disagree and strongly the scope of number students in disagree question) 19-What are the activities used by teachers to support for your studying process? (You can choose more than one answer) a.«) 20-How do you evaluate your English improvement when Evaluate the speed of improvement joining Language Link¶s courses? a. Slow quality of the center b. Very fast e. agree. Very slow 21-Do you think that the content of lectures is suitable? Assess whether the content of 11 each class Evaluate the variety and modern method to support studying process of the learners b. normal. 18-The number of students in class is reasonable Evaluate the arrangement of class in (Strongly agree. disagree and strongly disagree question) about the appropriation of the initial test that they take before being arranged class. normal.level (Strongly agree. Games c.Timetable for courses is flexible for me to choose (Strongly agree. agree. agree. d. Talent Show.

How do you assess the tuition fees in Language Link? To know customer¶s assessment (giving mark question) 8-10: Very expensive 6-8: Expensive 4-6: Reasonable about Language Link¶s tuition fees. Not customers tuition discount and scholarship award that encourage learners to participate in courses. how do you assess the quality of Language Find Link? (giving mark question) 8-10: very good 6-8: good 4-6: Normal 2-4: general satisfaction of customers with all kinds of services ( including servicing attitude. 2-4: Cheap 0-2: Very cheap 26-In short. Very attractive very attractive b. 0-2: Strong disagree 23-In general.(giving mark question) 8-10: Strong agree Disagree 6-8: Agree 4-6: Normal 2-4: lectures is suitable for the learners in different level in order to help them improve skill that they are still weak 0-2: Strong disagree 22. Attractive e. how do you assess the quality of the Evaluate whether the quality of courses and teaching quality that meets your courses and teaching quality meet the expectations of the customers 4-6: Normal 2-4: expectations?(giving mark question) 8-10: Strong agree Disagree 6-8: Agree 0-2: Strong disagree to know the towards feeling the of 24-How would you assess the tuition and scholarship Aim award to encourage learners to participate in course? a.In my opinion. do you think that the qualifications of Assess whether qualification of teachers question) 8-10: Strong agree Disagree 6-8: Agree 4-6: Normal 2-4: meet education standards? (giving mark teachers standards can or meet not education based on responders¶ opinions. 25. So So d. 12 . Unattractive c.

fees) to for customer¶s Language 27. quality education.Bad 0-2: very bad facility.Overall. do you have any recommendation for Seek Language Link center? (or what is your expectation about recommendations area which Language Link should improve?) Question for interview Link¶s improvement. 13 .

Newspaper. magazine Others Strongly agree Question location Question 6: Parking Place receptionist to customers 7 5: Language Link¶s 15 Agree Normal Disagree Strongly disagree 25 60 0 0 29 46 47 35 13 8 4 0 Question 7: The responses of 11 14 .III. TV Number customers of 0 21 68 3 8 Internet relative family. Results of Survey Question 1: Age group of customers •7<15 •15<18 •18<23 •23 Number customers of 14 21 45 20 Question 2: Gender of customers Male Number of customers 37 Female 63 Question 3: Occupation of customers Student/pupil Number customers of 80 16 2 2 Officer Businessman Others Question 4: The ways customers know about Language Link Friends.

speaker.Question 8: Evaluating about servicing attitude in general Value Mid point (f) (x) 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 Total 1 3 5 7 9 0 6 25 39 30 100 0 6 31 70 100 Cumulative frequency Strongly agree Question 9 The classroom is clean and airy to study Question 10 Agree Normal Disagree Strongly disagree 13% 40% 42% 3% 2% 0% 33% 56% 11% 0% Language Link¶s library has various reference books in English for learners Question 11 There is enough necessary equipments (such as computer.«) 11% 43% 42% 4% 0% 15 . projector.

Question 12: Assessment of the space and area of the classroom Very large Number customers of 0 Large 4 Suitable 82 Narrow 14 Very narrow 0 Question13: Assessment of noise level around classroom Very noisy Numbers customers of 0 Noisy 4 Acceptable 89 Quite 5 Very quite 2 Question 14: Assessment of facilities of Language Link Value(x) 0 e x<2 2 e x<4 4”x<6 6”x<8 8”x”10 Frequency (f) 1 5 15 33 46 Cumulative frequency 1 6 21 54 100 Question 15: Assessment of the initial test Strongly agree Question 15: Assessment of the 4% initial test Question 16: Assessment of 11% 35% 45% 5% 4% 45% 40% 9% Agree Normal Disagree Strongly disagree 2% 16 .

timetable for course Question 17: Assessment of the 7% diversity of the course Question 18: Assessment of 7% 60% 27% 6% 0% 44% 38% 11% 0% number of learners in class Question 19: Assessment of activities which support for studying English Group discussion Games Listen music Number customers of 60 40 48 to Watching movie 17 8 Events Question 20: Assessment of the speed of customer¶s English improvement Very fast Number of customers 5 Fast 33 Normal 55 Slow 5 Very slow 2 Question 21: Evaluating about content of lectures in general Value 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 (f) 6 12 22 32 28 Cumulative frequency 6 18 40 72 100 17 .

Question 22: Assessment about qualification of teachers meet education standards Value(x) 0 e x<2 2 e x<4 4”x<6 6”x<8 8”x”10 Frequency (f) 2 9 18 33 38 Cumulative frequency 2 11 29 62 100 Question 23: Assessment about teaching quality in general Value 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 Frequency 1 15 19 44 21 Cumulative frequency 0 16 35 79 100 Question 24: Assessment of attraction of promotion strategies in Language Link Very attractive Number customers of 2 25 60 11 Attractive Normal Unattractive Very Unattractive 2 18 .

Question 25:Assessment about tuition fees in Language Link Value (x) 0”x<2 2”x<4 4”x<6 6”x<8 8”x”10 Frequency (f) 0 22 34 32 12 Cumulative frequency 0 22 56 88 100 Question 26: Assessment about Language Link in general Value (x) 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 Frequency 1 6 21 46 26 Cumulative frequency 1 7 28 74 100 19 .

IV. DEMOGRAPHIC INFORMATION Age group of customers •7<15 •15<18 •18<23 •23 Number customers of 14 21 45 20 Age group of customers 14% 7<15 21% 15<18 18<23 23 45% 20% Chart 1: Age group in which respondents are Question 2: Gender of customers Male Number of customers 37 Female 63 20 .

Gender of customers 37% 63% Male Female Chart 2: Genders of respondents Occupation of customers Student/pupil Number customers of 80 16 2 2 Officer Businessman Others Occupation of customers 90 80 70 60 50 40 30 20 10 0 80 16 2 2 Number of customers Chart 3: Occupation of customers 21 .

the students also need to use English for their studying and many employers consider English as an indispensable requirement for a job. but the proportion is not high. they and their parents start to concern more about the demand for English studying.18% is at the age of 7 to 15. Moreover. Among them. students in high school is 26%. student in universities which are at the age from 18 to 23 covers a part of 56%. English has become a popular language which is used all over the world. For the pupils from 7 to 15. possibly. 22 . The result shows that the majority of respondents are pupils and students which cover a proportion of 80%.Student and pupil¶s age group Students in in universities high schools Students Pupil (•7<15) Number customers of 14 21 45 (•15<18) (•18<23) Student and pupil's age group 18% Pupil ( 7<15) 26% Students in high schools ( 15<18) Students in universities ( 18<23) 56% Chart 4: Student and pupil¶s age group There are 100 respondents taking part in our survey in which 37 respondents are male and 63 people are female. Explanation for this trend is that the students in the university are more and more aware of the necessity of English in life. in daily life.

2010). officers and others make up about 20%. Therefore. It is not a remarkable proportion among occupations of the respondents.7% of student who graduated but not meet requirement in English skills and there is only 10. This trend can be resulted by choosing time to survey. Moreover. core problem for Vietnamese students is to require creating an environment where English is main communication language. n. Question 4: The ways customers know about Language Link Friends. So that. Newspaper. English for specific purposes. Language Link should create an environment where students can improve English communication skill better and other English skills. English influence and English for international business (Language Link. besides requiring necessary English skills. in practice. it can explain for the trend in above charts. The environment should create spoken and listening reflex. officer and others in their jobs such as executive training program. At present. Understanding the demand for studying English.d). For this reason. And English is the very first initial requirement of employment.5% universities that meet this requirement (Lucas Detech International Center. However. For this reason. thinking and expressing opinions to others in English. Corporate Link services have courses such as professional skill training. it can be seen that English is the first and most important criterion in recruitment for a staff who want to be employed by foreign company and local company as well.According to statistic of Ministry of Education after evaluating 59 big universities in Viet Nam that do not focus on foreign Language. there is 51. Beside. magazine Others 23 . Language Link should provide diversified courses in specialized fields to meet wants and needs of businessperson. each job needs specialized English. Language Link has equipped businessperson and officer with the full range of communicative skills needed to stay competitive in today¶s global marketplace. The rest of respondents whose occupations are businesspersons. TV Number customers of 0 21 68 3 8 Internet relative family. Language Link has created courses that meet requirements of learners.

In addition. to increase image of Language Link and attract prospective learners as well. magazines. internet (through home page). For that reason. relative. family. based on the result from survey.The ways customers know about Language Link TV Internet Friends. most of student here (68%) know about Language Link through their friends. advertisements through newspaper. Meanwhile. magazine Others 68% Chart 5: The ways customers know about Language Link Language Link also is big educational centre in Hanoi. 24 . the centre should focus on increasing education quality which is the most important and realistic demonstration. relative 3% 8% 0% 21% Newspaper. Language Link does not use advertisement on the television. the customers do not know about the centre by this way. for this reason. Besides. The reason here is most of them would rather believe people who they know and is studying or studied in Language Link. they used many ways to advertise and promote this centre such as: T. It mean. the way which helps people know about Language Link is oral communication. etc. However. magazine and others such as leaflet which are 3% and 8% respectively are not effective much. the advertisement through Internet which reaches 21% on the chart (Language Link¶s home page and other precise Internet article) takes it effect.V. Relying on that fact. This kind of communication brings high reality.

Parking annd Attitude of Receptionists Servicing attitude always are an important part to analyze the quality of a English center at the first sight. There is no one has negative thought of Language Link center¶s place. attitude of receptionists. Language Link has three centers in Hanoi.V. Most of the people who answered this question (about 40 %) agree with that statement. All these 25 . In order to know all learner¶s opinion about servicing attitude in Language Link center. there are: Cat Linh. At present. it is believed that Language Link center¶s locations are very convenient for learners. Question 5: Language Link¶s location Strongly agree Number of customers 15 25 60 0 Agree Normal Disagree Strongly disagree 0 Based on the chart above. Lang Ha. 60 60 47 50 46 40 29 25 35 Language Link center's location Parking place The response of receptionists 15 11 7 0 13 8 4 0 0 30 20 10 0 Strongly agree Agree Normal Disagree Strongly disagree Chart 6: Customer¶s opinions about servicing attitude in Language Link. SERVICING ATTITUDE V.1 Assessment about Language Link¶s Location. Dai Co Viet. parking place. it is believed that servicing attitude part is divided into three main factors below including the location of the center.

These locations have already been convenient for learners. near the centre of Hanoi where is densely populated.buildings are in big roads. Only small amount of people felt that parking place is not really safe and convenient (about 17% of all answerers). they would feel comfortable to study in long terms. They also should build a suggestion mailbox to know customer¶s expectation of parking place. 47% of the people estimate the parking place at the normal level. so centers should only improve the background of Language Link to create a good impression towards new learners. They also have provided most of the information to learners honestly. According to the previous part of this research. Creating good impression at the first time is always good ideas to attract new customers. colleges. the centers should appoint more than one guard to take the responsibility. if Language Link wants to build a new center. Question 7: The response of Strongly receptionist to customers Number of customers agree 11 46 35 8 Agree Normal Disagree Strongly disagree 0 Receptionist department is a face of the centre. 36 % of people agree that the parking place is convenient for them to reach to. many Language Link learners are students. Therefore. So it is suggested that Language Link should use some remarkable signs to draw people¶s attention. According to the chart above. Their responses will effect strongly to learner¶s views when they visit the centers at the first time. it is believed that the attitude of the receptionists has met the demands of learners. or schools. which has significant influence in impression of student when they go to Language Link. About 57 % of the learners who answer 26 . pupils. In order to ameliorate organization image. most of respondents consider the location of center good. its location should be near universities. According to the chart above. there only have one safe guard here to manage the transport. If learners felt the parking place convenient and safe enough. therefore they have positive assessments to this opinion. Maybe they feel that the parking place is not large as they want. Hence. Question 6: Parking place Strongly agree Number of customers 7 29 47 13 Agree Normal Disagree Strongly disagree 4 Parking place is also an important element in evaluating the quality of the centers at the first sight.

It means that receptionists have already done all their duty well.this question think that the receptionists were willing to answer all of the questions for the learners. It can help the centers create a good image to people who intend to study in Language Link in long terms. Only 8 % of learners have negative thought of the receptionists.2. Language Link should create some courses to train receptionists more in order to ensure they can answer all questions for the leaner before or during the course. to create good impression. V. Assessment about servicing attitude in general Evaluating about servicing attitude in general (question 8) Value Mid point (f) (x) 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 Total 1 3 5 7 9 0 6 25 39 30 100 0 6 31 70 100 Cumulative frequency 27 . However.

In other words. 31 customers assess that serving attitude is normal and below. Arithmetic mean: x = 2. it corresponds with about 6 on the y axis. However. it is necessary for the centre to improve the servicing skills of the receptionists in order to possess a good servicing attitude that makes all learners in Language Link satisfied. cumulative frequency is zero. 70 respondents evaluate good and below because cumulative frequency is 70 at x which is less than 8. The results are calculated manually 1. With x is les than 4 on the x axis. The ogive of assessing servicing attitude in Language Link indicates that the majority of customers estimate the servicing attitude to be from normal to good.120 100 80 60 40 20 0 1 2 3 4 5 Chart 7: Ogive of assessing servicing attitude Based on above chart. for x is less than 6. it can be seen that x is less than 2 (assuming that x is mark). Similarly. Obviously. Mode : § fx = 686 = 6. Thus.86 (Manual computation) § f 100 28 . It means that there is no respondent who marks from 0 to 2 in term of servicing attitude. This means that there are 6 respondents who marked lower than 4. Likewise. the above chart shows that 31 respondents mark lower than 6. 100 responders who take part in the survey so cumulative frequency is 100 at x which is less than 10. there are remaining 4 customers who dissatisfy with the serving attitude in the centre.

maximum is 10 5. minimum is 3 6.98 39 4. Minimum Counting in 100 results from the survey.86. the ¡ ¡   o ! 6  2* Me ! X h § f / 2  S( o e  1) = f e 29 .21 3. Maximum: Counting in 100 results from the survey. Median : The median is at the: ( n  1)th 100  1 = = 50. Range Range = highest upper class boundary ± lowest lower class boundary = 10-0=10 The mean of satisfaction of learners of serving attitude is 6. Besides.5. it means that the learners assess the attitude of guard and receptionists in Language Link at normal level.The mode belongs group from 6 e x<8 because the group is values which occur most frequently. Applying the formula Mo ! X Mo min  hMo fMo  f (Mo 1) ( fMo  f (Mo 1))  ( fMo  f (M o  1)) 39  25 (39  25)  (39  30) = 7. So that the value is between 50th and 51st item 2 2 Applying the formula: e min 100  31 2 M e ! 6  2* = 6.

assessing about servicing attitude of customers is good in general. there are only 13% respondents (which is highest proportion) disagree that parking is safe and convenient. some of customers assess the servicing attitude in Language Link to be very good. The receptionist department is the face of the centre. it proves that the measure of dispersion of the whole distribution is low. 30 .98. they are responsible for consulting the customers about the course and timetable. mode and median have close value. For example.mode is 7. they play an important role. the highest mark is 10 and lowest mark is 3. Therefore. Especially. For this reason. this indicates that the middle-value of distribution is divided into two equal parts by 6. In particular. location and receptionist are also positive. In 100 respondents. It implies that although in lowest level.98. improve parking and location factors and train receptionists. As shown in chart above. It can be seen that mean. In general. which are parking. the general trend for three issues. they are assessed to be good. This shows that the manager focuses on training employees and appreciates the importance of good serving attitude. For this reason. There are many reasons. and 3% disagree that the receptionists are willing to answer all of the questions for the learners and no one disagree that the locations of the centers are convenient to reach to. the mean in this case has high representative. The length a distribution covers is 10. the survey focuses on three most important factors that assess servicing attitude. Further. Therefore. The median in this case is also 6. serving attitude still be marked is not bad. which lead to this positive result.21. it means that the majority of learners estimate the serving attitude to be good. Language Link should take advantages of current assessment from this survey in order to enhance.

speaker. projector. Assessment Elements of Facilities Strongly agree Question 9 The classroom is clean and airy to study Question 10 Language Link¶s library has various reference learners Question 11 There is enough necessary 11% 43% 42% 4% 0% books in English for 0% 33% 56% 11% 0% 13% 40% 42% 3% Agree Normal Disagree Strongly disagree 2% equipments (such as computer. Facilities VI.1.VI.«) 60 50 40 30 20 10 0% 0 Strongly agree Agree 13% 11% 56% 40% 43% 42% 42% 33% Q9 Q10 11% 3% 4% Normal 2% 0%0% Strongly disagree Q11 Disagree Chart 8: Assessing about facilities of Language Link 31 .

A solution that the center can consider is to create a group of cleaners who have high responsible to take charge in those tasks. In fact. 43% of respondents feel satisfied with the equipment of the center and 42% of respondents consider it normal. there are still small number of people who don not agree with this statement (3% disagree and 2% strongly disagree). However. they evaluate this matter as an important factor that effect directly to studying condition in centre. 56% of customers assess that the variety of the reference books in the Language Link¶s library is normal. Language Link is recommended to pay attention to find out the reason why there are still number of respondents who underestimate the quality of library in Language Link. the learners will understand the importance of library with their study. Based on the data. they have right to demand a good studying environment which can help them feel comfortable during the studying process. They should also concern to update the reference books in the library to make this source become more various. when the learners have paid a big amount of money for the course. About the quality of library. It is likely to become the main factor to attract the learners to come to the library. which is shown in the chart. only a small number of students (4%) do not think that equipment is efficient. the figure reflects the number of learners who agree with the variety of reference book is 33% meanwhile 11% disagree. they have improved and provided enough equipment for students to 32 . In addition. the quality of equipment in Language Link will be seen clearly.In general. Hence. It may due to the fact that there are not enough books for the learner to explore during their studying. the percentage of learners who agree with that the classroom is clean and airy enough to study is 40%. most of the learners assess that the cleanness and the airiness is normal with the percentage of assessor is 42%. The atmosphere of the classroom is one of the important factors that affect the concentration of the learners in studying process. These data proved that Language Link really concern about the equipment matter. in this case. It means that the quality of classroom is quite good but the center should a little bit focus on enhancing the quality of classroom to increase the percentage of learners who satisfy with this issue. the center will have chance to create a friendly organization image towards the learners. In the graph. Moreover. 56% is not a remarkable figure so that the center should invest for the library in order to increase the number of learners who satisfy with this issue. One suggestion is that Language Link should have an orientation to promote the habit of self-studying for the learners. by ensuring this issue. Because.

33 . which assess that it is suitable (82 %). Therefore. Question 12: Assessment of the space and area of the classroom Very large Number customers of 0 Large 4 Suitable 82 Narrow 14 Very narrow 0 Assessment of the space and area of classroom 0% 14% very large large suitable 82% narrow very narrow 0% 4% Chart 9: Assessment of the space and area of classroom The survey includes a question for collecting opinions of the respondents about the space and area of the classroom. n. and 4% assess that the classroom is large. However. both of them just cover a minority of respondents. Language Link has design a number of classrooms with area. There are only 14% of respondents think that the classroom is small. Language Link may need to try hard to improve the level of satisfaction of students by investing on this issue.ensure that students can have convenient studying environment. The remarkable proportion belongs to the part of respondents. The aim of this question is to investigate about whether the learners are satisfied with the area of the classroom or not. It proves that the majority of learners feel comfortable with the arrangement and area of class in Language Link. which are correlative with the number of students in class in order to create convenient studying environment (Language Link. d). it is not a big proportion for this question.

There is 5% assess that the classroom is quiet and 2% assess it isvery quiet while there is only 4% think that it is noisy.instead of adjusting the size of the classroom. Question13: Assessment of noise level around classroom Very noisy Numbers customers of 0 Noisy 4 Acceptable 89 Quite 5 Very quite 2 Assessment of noise level around classroom 100% 80% 60% 40% 20% 0% 89% 0% 4% 5% 2% Number of customers Chart 10: Assessment of noise level around classroom About the noise level around the classroom. Therefore. they have created a good learning environment for the students. initially it will create a negative influence on studying of learner because they cannot listen to the lecture and discussion in full (vho. If school cannot control this factor. It means that most of them are satisfied with the noise level there. n. Language Link has successfully ensured that the noise level is at an acceptable rate. Hence. It reflects that the noise level is not a factor that affect on the studying of learners. According to many researches. Language Link can put their consideration to other factors to develop comprehensively. However. the noise 34 . most of learners (89%) assess that it is acceptable. d). the noise level has a particular effect on the level of students¶ concentration in class.

which are still weak instead of caring about it. In this case. VI.2. Assessment of Facility of Language Link in general Value(x) 0 e x<2 2 e x<4 4”x<6 6”x<8 8”x”10 Frequency (f) 1 5 15 33 46 Cumulative frequency 1 6 21 54 100 120 100 80 60 40 20 0 1 2 3 4 5 Chart 11: Ogive for assessing about facilities of Language Link Assuming that x is mark. there are six people who estimate the facility at the bad level. Relying on the ogive. With x is less than 6.level is not a concerning element that need improving in Language Link. the ogive shows values that correspond with y axis is 21. It means there are 21 respondents who mark facility of 35 . it can be seen that there is only one respondent who assesses facility of Language Link to be very bad based on the ogive. the center has more chance to improve other factors.

Moreover. researchers would click ³FORMULA´. And certainly. Mean=7. 3. there are still 6 respondents who evaluate facilities that Language Link invests to its services to be bad and below.Language Link to be good and below. there are 6% of people who do not satisfy with facilities of Language Link. The ogive shows that although numbers of respondents who evaluate facilities to be good and higher is big. After that. For this reason.5 Using of Excel Likewise. they will click ³FORMULA¶. highlight the values from surveys results and the ³MEAN´ will be automatically calculated and shown 2. when combination two considerations: there are 54 respondents who evaluated facilities at good level and below and there are 100 respondents who assess to be very good and below. How to apply Excel in calculating necessary data 1. Likewise. click ³STATISTICAL´ and select ³MEDIAN´. Since. go to ³MORE FUNCTIONS´. to count MEDIAN by Excel also includes some of simple steps. go to ³MORE FUNCTIONS´.135 Using of Excel After inputting all values. click ³STATISTICAL´ and select ³AVERAGE´. in general facilities of Language Link are evaluated to be at good level and may be higher. After that. there are 100 respondents evaluate facilities is very good and below. For this reason. In other words. The researchers will need to prepare a separate cell for MEDIAN. Median= 7. 54 respondents assess facilities is good and below. However. Mode= 6 Using of Excel 36 . it is necessary to prepare a separate cell for MEAN. it can seen that there is nearly half of all respondents who evaluate facilities is from good to very good. Language Link should identify facilities that need to be improved and equipped based on results collected from learners monthly. The ³MEDIAN´ will be automatically calculated and shown after highlight the values from survey results.

76 marks). instead of selecting ³MEDIAN´. Quartiles: Manual Computation: Q1= (100+1)/4=25.25th item So Q1 is in the range 6 e Q1<8.So Q3 is in the range 8 e x”10.76 33 6 e Q2<8 There is 100/2= 50 items below Q2 50% of customers has middle attitude about the facilities (7. However. There is 100*3/4=75 items below Q3 Applying the formula 37 .61 marks). After highlight the values from surveys results and the ³MODE´ will be automatically calculated and shown.MODE is counted similarly like median on Excel. Q2 = (100+1)/2=50. 4. the researchers will have to select ³MODE´.24 33 Which means that 25% of customers has an average evaluation about the service(6.5th item So Q2 is in the range Q2=6+2* 50  21 = 7. There is 100/4= 25 items below Q1 f  S ( Me  1) fMe Applying the formula: Q1 = X Me(min)+ h Me v 4 Q1= 6  2 * 25  21 = 6.75th item . Q3= 3*(100+1)/4=75.

In fact.5 which indicates the middle-value of distribution is divided into two equal parts by 7. it can be seen that in general. result in evaluating of the respondents about facilities is reliable and representativeness of three quantities: mean.91 46 This means 75% of the customers are satisfy with the service (8. It contributes to the conclusion that the majority of learner assesses the facility quality to be good which is 75%. Moreover mode is 6 which means many respondents have the same answer is 6 for this question. Three factors which are mean. The median shows the figure of 7.91 marks) The assessment of quality of facility in Language Link The results of the question above contribute to the evaluation of the issues: how the learners assess about the quality of facility in Language Link.5. 38 . The positive assessment of the cleanness and airiness of the room. For this reason. Language Link has posed a specific concentration to facility quality of the center. the variety of reference books in library and the necessary equipments of the center support for the good quality of facility. mode and median is high. In addition. In comparison with some other centers of Vietnamese teachers.8 which show that the average mark given by the respondents for this question is 6. mode and median can be seen above are quite close. the mean is 6. It is a good rate. because these issues can be considered as some of the factors that the learners concerns the most during the studying period there. In particular. based on these factors. facilities of Language Link is evaluated to be good. In general. quartile 1 is 6 which mean there is only 25% of respondents give mark below 6 for this question.8. the facility there cannot ensure for the convenience during the studying process of learners as in Language Link.3 f 4  S ( Me  1) fMe Q3= X Me(min)+ h Me v Q3=8+2* 75  54 =8. It helps explain for the low dispersion of distribution. In each class.

it can be seen that the highest percentage of disagreement is library. radio.there are adequate facilities such as air-condition. This part below includes 9 questions summarizing all the important issues to show the real situation of Language Link. Education Quality Education quality is the main factor that could evaluate Language Link center¶s quality. Question 15: Assessment of the initial test Strongly agree Number of customers 4% 45% 40% 9% Agree Normal Disagree Strongly disagree 2% 39 . projector and others (vnexpress. 2010). It creates more opportunities for the learners to develop all four skills in English studying. learners have to face complex procedures to go library (dantri. One issue that Language Link should consider is library. Although Language Link is a foreign center. It implies that Language Link should concentrate more on providing enough books for learners and reduce the unnecessary procedure as much as possible. VII. library and other equipments. Based on analysis of other factors such as cleanness and airiness of classroom. it is necessary to equip more equipments to support for learning that be mentioned above and motivate studying of learners. n. Therefore. d).

including listening. According to the chart above.Assessment of the initial test 45% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Strongly agree Agree Normal Disagree Strongly disagree 4% 9% 2% People 40% Chart 12: Learner¶s opinions about the quality of Language Linkµs initial test. nearly haft of the responders is satisfied with the content of the initial test. this test are usually created by foreign teachers of Language Link. 40 % of answerers did not response too high towards the initial test. When new learners take part in the courses. The structure of this test ranges from easy to difficult level. There are only 11% of people do not satisfy with their initial test. vocabulary. reading. Because each of customers has different English level. teacher and consultant team of Language Link centers will give customers some advices on courses. n. writing. Depending on the test results and learner¶s expectations. writing. hence initial test is the most important method to analyze the English level of new learners. they have to do the initial test to evaluate their English level. It means that they agree that the initial test estimated their English skill correctly and it might be indicated that the current class is suitable to them. This information shows that the survey can reflect the factual condition of Language Link center. speaking. it could define exactly the level of new learners. the initial test includes four main parts. 40 . and class in the most appropriated time. grammar. the centre will be able to arrange suitable class for the learner where the customer can improve their English most effectively. reading. and so on (Language Link. speaking and listening (Language Link. If the test is specific enough. In Language Link. d). 2010).

Maybe. which could affect learner¶s decision about whether they would study at Language Link.However. In order to resolve this limitation. This indicates that the timetable might not be available for all of the learners. there are still 11% of people who do not satisfy with evaluating their ability depend on initial test. nearly a haft of the responders (46%) agreed with the flexible timetable that Language Link centers had created. Besides. Language Link should arrange one test every 2 months instead of one test every 4 months. This can avoid their motivation for studying. There are also only a few people (9%) answered negatively about the timetable for the courses. Question 16: Assessment of Strongly agree 11% 35% 45% 5% Agree Normal Disagree Strongly disagree 4% timetable for course Number of customers Assessment of timetable for course 45% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 35% People 11% 5% 4% Strongly agree Agree Normal Disagree Strongly disagree Chart 13: Assessment of timetable for course Timetable for courses is one of factors. it also means that the centre has succeeded in consulting timetable for the learners. they feel that their ability can match with another level. 41 . 45% of customers estimate the timetable of Language Link to be normal. Based on the chart above. These 46 % of the people think that this flexible timetable is suitable for them.

and specialized English for international trade and so on (Language Link. n. the centers should use suggestion mailboxes online. English class for children. d). More than half of the customer (51%) who answered this question believed that Language 42 . and should be active in contacting with customers in order to collect their feedbacks about the timetable. the centre should try their best in arranging the schedule to meet the expectations of the customer Question 17: Assessment of the diversity of the course Strongly agree Number of customers 7% 44% 38% 11% Agree Normal Disagree Strongly disagree 0% Assessment of the diversity of the course 44% 45% 38% 40% 35% 30% 25% 20% 15% 10% 5% 0% Strongly agree Agree Normal Disagree Strongly disagree 7% 0% 11% People Chart 14: Assessment of the diversity of the course Language Link provides the customer diversity of course. The table above shows the learner¶s opinion about the variety of courses in Language Link. preparing for studying oversea course. such as English communication courses.To resolve the problem of 11% responders who did not satisfy with this timetable and 45 % responders has normal estimation towards the timetable. In addition.

They recommend the centre to create more suitable courses for them to choose besides these courses which have been available. Language Link should focus on specialized courses which provide necessary knowledge in English for customer working in popular economic sectors such as Finance. Banking. 38% of the responders estimate the diversity of course to be at the normal level. In order to resolve that problem. So this positive result describes exactly the real situation of Language Link. it can be said that the courses of Language Link hits the wants and needs of customers in studying English. Because these fields are important for the economic development of Vietnam. English frequency (for adults). With the diversity of course and the guideline of foreign teachers. the center should use suggestion mailboxes to know what are customer¶s needs and wants and create more specific courses to satisfy them. the center should improve the variety of courses to meet all their requirements are in this area because there is still remaining 11% learners think negatively of the variety of the courses. In general. and Top class teen (for young learners). However. there are still 11 % of respondents who do not think that the diversity of courses meets their expectation. Meanwhile. Question 18: Assessment of number of learners in class Strongly agree Number customers of 7 Agree Normal Disagree Strongly disagree 60 27 6 0 43 . There are many of courses for each group of learners created by Language Link such as school link program. English speed up (for adults). Marketing and so on.Link¶s courses are variable for them to choose. In practice. the centre is able to help the customer improve their English level in particular fields. However. hence English which is a tool for them to communicate and acquire new knowledge becomes indispensable wants and needs of Vietnamese learners.

Asessment of number of learners in class 70% 60% 60% 50% 40% 30% 20% 10% 0% Strongly agree Agree Normal Disagree Strongly disagree 7% 6% 0% 27% Number of customers Chart 15: Assessment of number of learners in class Number of students in class has also impacts to education quality. The centre should concern about this element when they arrange class for learners. 7% respondents are strongly agree. Normally. But anyhow. The above chart showed that almost of responders said that number of student in class is reasonable. They feel that they satisfy with the number of learners in class. It is the standard that Language Link should apply to ensure a good education quality. it needs to have standard environment for studying so number of students should not excess 15 learners in each class. they think that number of student is not appropriate. It expresses that Language Link¶s arrangement about number of students in class can be acceptable. 44 . 60% respondents are agree with the number of students in class in Language Link. number of this group is not significant. The learners will be easier to concentrate. they are always ready to join in lectures. On the other hand. This arrangement helps learners avoid pressures. the class¶s lectures will be easier to achieve effectiveness. it helps learners increase interests for lectures and especially. stresses or unpleasantness. Only small proportion (6%) disagrees with number of students in class. 27% respondents have normal opinions for the question. Perhaps. According to Language Link (2010) stated that to ensure teaching quality. a class has reasonable number of students. However.

team building skill and so on. game is one of activities that Language Link has applied and receives 40% of respondents in the survey. d). Group discussion helps learners to achieve many soft skills such as communication. there are many choices for group discussion. There are 60% of respondents would like to choose group discussion because it is an effective method to help them improve speaking skill effectively. The above chart shows that group discussion is very attractive to customers. n. Besides.Question 19: Assessment of activities which support for studying English Group discussion Games Listen music Number customers of 60 40 48 to Watching movie 17 8 Events Assessment of activities which support for studying English 70% 60% 50% 40% 30% 20% 10% 0% 60% 40% 48% 17% 8% Number of customers Chart 16: Assessment of activities that support for studying for studying English Activities used in studying process are factors that can impact on quality of lecture content and student¶s attention towards the lecture. Therefore. 48% of people agree that 45 . Likewise. team work. listen to music is also applied in Language Link (Language Link. Games of Language Link have a relation to lectures and can attract customers.

songs to attract learners. In general. Instead of using old games. this activity takes a long time of them. however. they help to improve soft skills like team work. Although watching movie is an effective method in listening improvement. In addition. it is needed for the centre to apply group discussion during the class with many interesting and applicable topics. the teachers should encourage learners to do so at home because based on the Vietnamese¶s psychology. Language Link should build activities in order to support for lectures and learners in English studying process. team building and so on. Therefore almost of them feel that watching TV wastes of their time and money in class. In short. Language Link needs to have various activities are applied in studying processes. watching movie and some of other activities are also applied during the teaching process. Only 17% of respondents are for watching TV and 8 of respondents are for other activities. Especially. Question 20: Assessment of the speed of customer¶s English improvement Very fast Number of customers 5 Fast 33 Normal 55 Slow 5 Very slow 2 46 .the activity can attract them. Almost of songs. In addition. however they are not really attractive and watching movie sometimes is considered to take time. however responses for these kinds of activities are not much. For this reason. group discussion which is a really effective activity helps learners improves many skills such as English communication. the center should create many new games. Although these activities also help learns have many chances to listen and contact with English. help students to achieve listening skill and create comfortable psychology for learners. team building or communication skill and so on for learners. songs in teaching process.

So. it should be ignored the personal reason because each of learners has different attitude towards studying. In genneral. Maybe. 47 . Perhaps. the customers are not satisfied with the class and the content of the lecture thus their English improvement speed is still slow. Nearly half of respondents (33 % is fast and 5% is very fast) agree that their level of English has improved quickly.They feel good quality of studying process in Language Link. In short.Evaluation about English improvement speed 5% 2% 5% Very fast 33% 55% Fast Normal Slow Very slow Chart 17: Assessment of the speed of customer¶s English improvement Learners always expect to improve their level of English after they take part in courses of Language Link. there are 55% of respondents evaluate their English improvement speed to be normal. English improvement speed of responders is improved after they joint in courses of Language Link. Quick English improvement speed is always learners¶s expectation. However. For this reason. they will be easier to help for improvement of learners. Only of few responders felt that their imrovement speed is slow(5%) and very slow(2%). the improvement speed of learner is different also. improvement speed will be more effective for learners when Language Link¶s teachers can know weaknesses and strengths of individuals. almost of learners will gain desired improvement speed if Language Link applies the measure. Besides. Since. it is necessary for teachers and the center to reasearch stimulation and speed of improvement. generally.

6384 0.7584 1.192 167.x | f(|x .16 (f) Cumulative f(x) frequency |x .68 39.28 0.3984 48.28 3.x |) |x . correspondent with assessing of bad and below is 18 on y axis.28 1. Likewise the number of respondents who 48 .36 28.72 13. It means that there is 6 respondents who assess content of lecture to be very bad and below.04 76.2704 129.5888 207.16 23.28 31.16 198.0448 16.x |2 f(|x . On x axis.Question 21: Assessment about content of lectures of teacher in Language Link Value Mid point (x) 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 1 3 5 7 9 25 6 12 22 32 28 100 6 18 40 72 100 6 36 110 224 252 628 5. it can be seen that it begins with value of 6.5184 7.72 2.x |)2 120 100 80 60 40 20 0 1 2 3 4 5 Chart 18: Ogive of assessment about content of lectures of teacher Based on above ogive.8784 10.1008 36.1552 556.4 27.

Besides. in Language Link should review qualifications of all teachers and retraining to improve their teaching methods. based on the ogive.evaluate content of lecture to be normal and below are 40 people. For this reason. Based on the ogive. there still have rate of respondents who do not satisfy with content of lectures. Moreover.28 § f 100 2 2. § f . by doing that the centre can improve the assessment of customers about the content of lectures. In general. the activities that support for both learners and teachers should be concerned and improved. and 70 respondents who assess to be good and below. Mean: x = § fx = 628 = 6. the ogive shows that values of all class have wide dispersion. 1. although there are some respondents who do not satisfy with content of lecture. It implies that results would be affected by extreme values. however the ogive still show that more than half of respondents assessing content of lecture to be from good to very good.

5616 100 3.x  x Variance: = §f = 556 . There is 100/4= 25 items below Q1 f  S ( Me  1) fMe Applying the formula: Q1 = X Me(min)+ h Me v 4 Q1= 4  2 * 25  18 = 4.25th item So Q1 is in the range 4 e Q1<6. Quartiles: Q1= (100+1)/4=25.16 = 5.64 22 49 .

Q1 means that 25% of customers have an average evaluation about the content of lecture (4.So Q3 is in the range 8 e x”10.75th item . There is 100*3/4=75 items below Q3 Applying the formula 3 f 4  S ( Me  1) fMe Q3= X Me(min)+ h Me v Q3=8+2* 75  72 =8.5th item So Q2 is in the range Q2=6+2* 50  40 = 6. Percentiles: Manual computation : n f 100  S ( n  1) f (n) Pn = X n(min)+ h n v 50 .625 marks).625 32 6 e Q2<8 There is 100/2= 50 items below Q2 50% of customers has middle attitude about the content of lecture (6.21 28 This means 75% of the customers are very satisfy with the content of lecture (8. Q2 = (100+1)/2=50.64 marks).21 marks) 4. Q3= 3*(100+1)/4=75.

376 6.1 (mark) 22 This means that 19% of respondent would assess content of lecture is bad and below and 81% of respondents assess to be normal and above.64 and 3. on average.P19 = 4 + 2 v 19 x 100  18 100 = 4.91 (mark) 22 P39 = 4 + 2 v Which means that 39% of customers assess content of lecture is good and below and 61% of respondent assess to be good and above. In only 25%.92) 2. Coefficient of variation =Standard Deviation / Mean = Express as a percentage = 37.5616 = 2. Because as analysis above standard deviation combines with big coefficient of variation.36 (8. This result implies that the results would be affected by extreme values or dispersion in distribution.36). Basing on the mean and standard deviation. 51 . in the distribution differs in 2.28+2. It implies that numbers of respondents who marked badly is low. 39 x 100  18 100 = 5. it leads to dispersion of values in the whole is high.28 6.92 (6. it can be seen that the percentage of respondents who evaluate Language Link in term of content of lecture badly to be low.64 (6. it contained numbers of respondents who marked content of lecture to be normal and below. It could be summarized that the standard deviation and mean has 37.2. 100 respondents they would assess content of lecture in Language Link from 8.6% of correlation. Look at quartile 1.36 = 0.36) to 3.28. 5.6% So each item.36 from the arithmetic mean of the distribution. Standard deviation: Standard deviation = 5.

based on above analysis. In addition.d). dispersion between values is wide.225 (or in good level). Moreover. it can summarize that content of lecture is assessed good because 61% give the mark of 5.5 (or in normal level).8225 and above (or very good and higher). For this reason. As the result. However. it can be known that there are 36% of respondents who assess content of lecture from 5. In general. It implies that in Language Link. the centre should review and identify the teacher through assessment of learners. it can be seen that 6% of learners (6 learners) mark this question to assess the content of lecture from 4.91 to 8. Question 22: Evaluating about the qualification of teachers meet education standards Value(x) 0 e x<2 2 e x<4 4”x<6 6”x<8 8”x”10 Frequency (f) 2 9 18 33 38 Cumulative frequency 2 11 29 62 100 52 . n.1 to 5.91 and above. there are some lectures who design their lecture are not good. Teaching methodology should base on communicative.We combine P19 and Q1. cooperative and learned-centered (dantri. there are 25 % respondents who would assess that content of lecture is 8. there still exist some respondents who underestimate this issue so that the result will be affected by extreme values. Language Link should retrain the teachers to ensure that all teachers in centre should meet standards in English teaching. And combining of P39 and Q3. on average.

The above chart also expresses that x less than 6 have 29 respondents for the choices. Therefore. it can be seen that cumulative frequency for the situation is 62. a number of respondents assert that teacher¶s education standards in Language Link to be from good to very good level.05 (Using of Excel) 4. There are 29 respondents who mark for normal level and below. Likewise. Range= 10-0=10 5. In general.739 (Using of Excel) 2. 1.3335 (Using of Excel) 53 . Language Link should continue to develop and build the factors. from the above chart. teacher¶s education standards in Language Link are assessed with 11 times for less than 4. Mean = 6. for x less than 8. Since. it will be easier to attract learners¶ beliefs. Variance = 4. 100 respondents pointed that they have 100 opinions below very good level. Obviously.120 100 80 60 40 20 0 1 2 3 4 5 Chart 19: Ogive for evaluating about the qualification of teachers meet education standards Assuming that x is mark. However. it can be seen that x less than 2 have cumulative frequency that are two. It means that 62 respondents marked below good level. Median= 7. Mode = 8 (Using of Excel) 3. This thing shows that there 2 respondent who answer lower than 2.

Percentiles P90= 9 (Using Excel) 54 . the researchers need to highlight the VALUES from the surveys.225 (Using Excel) 9. Finding and selecting ³STANDARD DEVIATION´ in ³STATISTICAL´ is next step. researchers will go to ³FORMUAL¶¶ on Excel. After highlight the values from surveys results and the ³STANDARD DEVIATION´ will be automatically calculated and shown. After preparing a separate cell for STANDARD DEVIATION. Q2. the ³VARIANCE´ will be automatically calculated and shown. Since.Preparing a separate cell for VARIANCE is the first step to count variance on Excel. the researcher will have to click ³FORMULA´. the researchers will highlight the values from survey. Finally. they need to click ³MORE FUNCTIONS´ before clicking ³STATISTICAL´. the researchers click ³FORMULA´.9% 8. go to ³MORE FUNCTIONS´. And inputting the number ³1´ for Q1. click ³STATISTICAL´ before selecting ³VARIANCE´. Coefficient of variation =Standard Deviation / Mean = 0.05 (Using Excel) Q3=8. the answer will be automatically calculated and show. 7. click ³STATISTICAL´ and find out ³QUARTILES´. Q1=5 (Using Excel) Q2=7. Repeating the process aims to reach Q2 and Q3.0817 (Using of Excel) STANDARD DEVIATION will be counted simply on Excel. Since.309 Express as a percentage = 30. Standard deviation: = 2. find out ³MORE FUNCTIONS´. Q3. After clicking ³QUARTILES´. 6. After that. Quartiles QUARTILES can be counted by using MS Excel. After. It is necessary to prepare separate cells for Q1.

Preparing separate cells for P90 is the first step. the researchers will click ³FORMULA´. it means that 50% of customer¶s assessments lower than 7. the issue is affirmed by quartiles. This thing shows that there are 25% of customer¶s assessments for teacher¶s education standards to be lower than 5. it might have conclusion that teacher¶s education standard is at normal level. Language Link was international education organization where were many foreign teachers in HaNoi and all of teachers have education standards and international teaching experiences.225 and 25% of assessments higher than 8. we have Q2=7. Since. Q3 is a quite high value.225 so there are 75% of assessments lower than 8. For 90th percentile. n. the result is really claimed when P90 = 9 for the issue. According to Dantri (2009) stated that. Likewise. standard deviation is 2.0817.6573 and 8. In short. the researchers will highlight the Values from the survey results. Coefficient of variation might be summarized that standard deviation and the mean has 30. However.PERCENTILE will be counted by using MS Excel. We can see that Q1=5. teachers in Language Link are trained by the teacher training programs of the centre. the above result express from normal to good level for teacher¶s education standards in Language Link.90. Again. so education standards can be met (Language Link. There is a big range (10) between the lowest and highest value in the distribution.225.05.8207. click ³STATISTICAL´ to find out ³PERCENTILE´. This is quite good for the above issue. K: Input the value 0. go to ³MORE FUNCTIONS´. After. For Q3 =8.05 and 50% of customer¶s assessments higher than 7.5.05. Mean value lies in between 4.5. the above results of quartiles show good level among marks for teacher¶s education standards in Language Link. Since. The answer will be automatically calculated and shown.739) for customer¶s awareness about teacher¶s education standards in Language Link. In general. This thing shows that there is a vary between all of value from normal degree to good degree. A half of learners said that education standards are good but an existed half of learners said that it is from bad to normal level.9% of correlation together. 55 .5 and 75% of the assessments give the result of being higher than 5.d). It shows level of satisfaction that is very good level for teacher¶s education standards. But it can be seen that arithmetic mean is good (6. On the other hand. Likewise.

90 144.38 3. teachers should concern about education standards and condition in Vietnam.18 16.x |2 f(|x .28 55.1 397.94 11.22 27.38 5.38 1. It will create suitability between international and Vietnamese education standards in order to provide learners the best quality.x | f(|x .62 13.42 (f) Cumulative f(x) frequency |x .x |) |x .62 2.38 50.x |)2 120 100 80 60 40 20 0 1 2 3 4 5 Chart 20: Ogive for assessing about the quality of courses and teaching quality of Language Link in general.904 0.864 49.3 36.02 164. Question 23: Evaluating about the quality of courses and teaching quality in general Value Mid point (x) 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 Total 1 3 5 7 9 1 15 19 44 21 100 0 16 35 79 100 1 45 95 308 189 638 5.42 1.94 171.Language Link should maintain and develop the education standard. Besides.7 26.384 6.512 28.6 28.38 0. 56 .

38 (Manual computation) §f The results are calculated manually 2. 646 ( Manual computation) n 2 § f . Hence. Besides. it also reflects still has 16% people assess the quality is not good and they do nott satisfy with the quality of course in Language Link.Based on the data. then they mark the quality to be good or below. Language Link can base on the foundation (good level of quality). the result is only one respondent evaluates about the quality of courses and teaching quality of Language Link in general is very bad. the quality of course in Language Link is at good level and may be higher. And most important is 100 respondent think the quality is very good and below. 1. considering x is mark. Mean Mean is x = § fx = 6. the ogive chart give correlative value with y is 35. it proves majority of respondent feel the quality is from good to very good. they should improve the weakness and make progress their advantages to increase the percentage of people satisfy with center. 79 respondents assess quality to be good and below. With x lower than 6. Besides.Mean deviation = § f ( x  x) = 1. Although the chart shows the positive respond of respondents. It express that there are 35 respondents feel satisfy with the quality of courses and teaching quality of Language Link. when the result gives 79 respondents who evaluate quality of course to be good level and 100% respondents who assess is very good and below. For this reason.

974 (Manual computation) 4. 3125 Express as a percentage = 31. Standard deviation: = 1. Coefficient of variation = Standard Deviation / Mean = 0.Variance = §f = 3.x  x 3. 25% 57 . 993 (Manual computation) 5.

The mode. Median 8. It shows that there are many people who do the survey chose only at normal rate (6. quartiles are calculated by Ms Excel 6. 0. It means that learners feel that the quality of the courses and teaching quality at normal rate. timetable for courses. variety of courses. quartile 2 is 6. mode and median have close value. There are only 25% of responders chose less than 5. Based on charts above. 57 This question shows if the quality of the courses and teaching quality meet learner¶s expectation or not. quartile 1 is 5 (at normal rate). 75% responders chose above 5. A half of learners said that education standards are good 58 . According to the calculated part above. the survey focuses on five most important factors that assess the quality of the courses and teaching quality. or positive. it proves that the measure of dispersion of the whole distribution is equal. In the chart show the activities used in studying process were various. In particular. For instance. Therefore. 33% answers are game. so Language Link should improve quality of course to meet all learner demands. Quartiles: 6 6. The median in this case is 6. There is only small different between mean and mode in this case. So the middlevalue of distribution is divided into two equal parts by 6. 55 Q1 = 5 Q2 = 6. Mode 7. median. 55 Q3 = 7. 55. 0). some learners think the centers have to create more suitable courses for them to choose besides these courses that have been available. There are many reasons which lead to this positive result such as the facility of the centers helps them provide enough equipment to produce some activities and events and so on. and 25% answers are listening to music. evaluation about English improvement speed are also normal. Look at the data calculated above. 38. there are 40% answers are group discussion. The mode of satisfaction of the quality of the courses and teaching quality is also 6. 55 (a good rate). According to data calculated above. it is believed that the popular trend for five issues including the initial test. It can be seen that mean. the mean of satisfaction of learners of quality of the courses and teaching quality is 6. Perhaps. Many people agree with the number of students in a class arranged by Language Link. 55 (at good rate).

some courses to train receptionists. 55) but depended on an existed half of learners (6. the centers need provide more modern facility. create more events. It is a good result for Language Link. 2009). Lacono (Hanh phuc gia dinh. there are 75% of assessments lower than 7. etc to meet all learners¶ requirements. training for getting international English certificate. Language link should cooperate with other international educational organizations to provide new services to learners. beside existing English courses for pupils. To improve the quality of courses and teaching quality. according to G. and officers. 575 and 25% of assessments higher than 7. Fees Question 24: Assessment of attraction of promotion strategies in Language Link Very attractive Number customers of 2 25 60 11 Attractive Normal Unattractive Very Unattractive 2 Assessment of attraction of promotion strategies in Language Link 70% 60% 50% 40% 30% 20% 10% 0% 60% 25% 11% 2% Very attractive Attractive Normal Unattractive 2% Very Unattractive Chart 20: Assessment of attraction of promotion strategies in Language Link 59 . VIII. Quartile 3 is 7. Moreover. Learners had already recognized the quality of Language Link courses.(above 6. 575. 575 (at good rate).55 and below) education standards range from bad to good level. English for specific purposes. students.

It is not big number that expresses the level of student¶s satisfied here. Language Link can use tuition discount for some of particular occasions or holidays. In the fact. customers think that tuition discount and scholarship award are not enough attractive to them whereas they are not unattractive. Language Link can use some of other awards that support about fees such as travels are provided for excellent learners and so on. they occupy high proportion. This thing will be easier to attract learner¶s attention. it is seen that 25% of customers is attracted by tuition discount and scholarship award and 2% has answers that tuition discount and scholarship award is very attractive for them. Question 25: Assessing about tuition fees in Language Link Value(x) 0”x<2 2”x<4 4”x<6 6”x<8 8”x”10 Frequency (f) 0 22 34 32 12 Cumulative frequency 0 22 56 88 100 120 100 80 60 40 20 0 1 2 3 4 5 60 . In the survey. For this reason. it can be realized that almost of customers (60%) has normal answers for tuition discount and scholarship award. Language Link is recommended to increase of tuition discount and scholarship award. However. some of customers (11% unattractive and 2% very unattractive) have answers that tuition discount and scholarship award are not attractive enough to encourage them. Besides. This indicates that number of people has these think.Customer¶s self-awareness of tuition discount and scholarship award is one of issues that Language Link needs to concerns. Besides.

The trend line goes up. About the mark of being less than 8. the cumulative frequency is also rising significantly and reaches the value of 88. For these reasons above. It shows that 22 learners feel that the fee is cheap. the cumulative frequency is increasingly 56. it should be emphasized that the quality of the centre is the most important factor because when the customer is provided their wants and needs in studying. the customers who give the mark of being less than 6 affect the ogive. It can be stressed that the majority of customers in Language Link think that the fees is from reasonable to expensive. In contrast. Particularly. the learners will be easy to quit because of expensive fees and not-so-good quality. if the centre fails to meet the expectations of learners. There are some factors which affect the thought of customers of fees. The fee is the important element in the decision making process of the customers when they come to the centre. Besides. Therefore. Language Link is recommended to have a reasonable fee which suits to the Vietnamese income and requirement as well as improve the quality of the centre in term of education quality to fit the fees. 12 customers evaluate the fees to be very expensive. proposing a reasonable fee to the customer play an important step in attracting new learners as well as keeping the current learners. The results are calculated by Excel method Mean Mode 5. such as their income. the centre is able to attract the customer effectively and efficiently. Therefore.418 6 61 .Chart21: Ogive of assessing the fees in Language Link The ogive above indicates that x is less than 2 (assuming that x is the mark that the customer gives for the fees of Language Link) has zero cumulative frequency. This is also the total number of the distribution. However. the cumulative frequency is 22. how much they acquire from the lecture or how satisfied they are with the quality of Language Link. It means that there is no customer who assesses the fees to be very cheap. with x is less than 4. However. for x that is less than 6. the fees become lesser important for them. And the last cumulative frequency which matches below the mark of 8 is 100. By doing that.

the result of quartiles support for the statement above.075 5. Q3 states 62 .Median Standard deviation Q1 Q2 Q3 4. It should be stressed that they are close with each other. the table above provides two types of value 7.075 mark. it also indicates that the dispersion in the distribution of assessment of fees in Language Link is low.5.418. It might indicate that the learner estimates the fees to be reasonable. With Q1 is 4.512 create a distance in the learner¶s general assessment.512.075 mark.324 and 3. 2004. mode and median is precise.418+1.512 From mean and standard deviation. the combination of mean and standard deviation. and quartiles in analyzing learner¶s assessment of fees in Language Link might be able to provide result that is more reliable. basing on mean is not enough to interpret because the mean is distorted by extremely high or low values (BPP Professional Education.418. 112). but it would be better to use standard deviation because the standard deviation is able to avoid the total of the differences summing to zero as we did with the mean deviation (BPP Professional Education.418-1.625 5. the learner evaluates the fees of Language Link to be from cheap to expensive level. Therefore. it can be said that the representative characteristic of mean. it means that 25% of responses give equal and lesser than 4.324 5. p. Although the mean deviation also has the same purpose as standard deviation. Mean + Standard deviation Mean ± Standard deviation 5. 2004.906=7.324 and 3. Moreover. median and mode are respectively 5.p. For more details. Two values of 7. However. Therefore. 5.906=3.5 and 6.5 6.5 1. meanwhile the remaining of 75% of customers give equal and bigger than 4. The mean of customer¶s assessment of fees in Language Link is 5.906256578 The mean. The result of Q2 divides the variable into two parts in which 50% gives the mark of equal and bigger than 5. Besides.86).075.

if Language Link fails to provide wants and needs of customers. the Vietnamese needs English as a tool in communicating with outside world. If the learner is satisfied with the teaching quality. Name of the English courses in Language Link Super Kid/Top Class Teen (for 7-12 year old) English communication for adult Speed up English international trade IELTS TOFEL Preparing English for studying oversea Source: Language Link. especially in teaching quality. However.625. while 75% of the respondent gives the mark of equal and lesser than 6.625. n.that 25% of respondent give equal and bigger than 6. hence. Basing on the data above. 63 Fees 200USD/course 250USD/course 120/course 270USD/course 290USD/course 179USD/course 540-620USD/course . For this reason. the customers will assess the fees to be expensive to very expensive. it can be stated that the majority of learners in Language Link assess the fees to be reasonable. the income of Vietnamese people is still low. There are some factors which influence on the thoughts and assessment of Language Link¶s learners of the fees. The income of learner is one of the factors. One more reason which the learners lean on to assess the fees in Language Link is the knowledge and English skills acquired in particular course. some of them think that the fees are expensive. In contrast. meanwhile just few of them access fees to be cheap. career and developing. they will not hesitate to assess the fees to be reasonable. Vietnam is integrating with international development. their assessment of fees is different. d The table shows that the fees in Language Link fluctuate from 179USD to 620USD. Depending on the want and need of customers for English and their income. when choosing certain English training centre. content of the course and facility in the centre. However. knowledge and especially finding new opportunities in studying. exchanging culture. The table below shows the fees of various courses in Language Link.

and speaker and so on.2 5.8 3.8 9.people tend to consider about the fees. Therefore.x |) |x .04 4.8 22. To be an organization which operates in Vietnam very early. Moreover.8 132.04 1. For this reason.8 1.44 3. Language Link is a part of the country.2 33.84 125.8 64 .2 2. These significantly influences on the fee of courses. all the teachers who are foreigners are qualified teachers. computer.x | f(|x . projector.64 86.64 68. it is easy to understand that the fees in Language Link are higher than almost Vietnamese training centre.x |2 f(|x .2 57.64 14. the centre should reduce the fees as much as possible in order to encourage the current and potential learners.x |)2 13.8 37. It should be mentioned that Language Link is a foreign English training organization. Customer¶s General Assessments About Language Link Question 26: Evaluating about Language Link in general Value Mid point (x) 0 e x<2 2 e x<4 4 e x<6 6”x<8 8”x”10 Total 1 3 5 7 9 1 6 21 46 26 100 1 7 28 74 100 1 18 105 322 234 680 5. IX.24 0.84 316 (f) Cumulative f(x) frequency |x . However.84 56.8 0. the classroom has enough equipment such as air condition.2 33. Language Link should contribute to the Vietnamese education system as well as Vietnamese development by creating chance for Vietnamese people to study English in an effective way.

65 . facilities. 100 respondents choose x that belongs from good level and below it. But anyhow. they do not have satisfaction for Language Link¶s services. This thing shows that a number of respondents have good opinions for satisfaction with all kinds of services (including servicing attitude. the figure is small because in fact. teaching quality. The center will become better and customer¶s assessments for general satisfaction will have changes if Language Link continues to improve its areas such as serving attitude. Significantly. Totally. Assessments are nearly normal level to good level for the center. In short. 28 people have choices that x is less than 6 (assuming that x la mark) for general satisfaction in Language Link. In other words. the chart points that there are 7 learners who put level of grade at less than 4.120 100 80 60 40 20 0 1 2 3 4 5 Chart 22: Evaluating about Language Link in general The above chart shows level of general satisfaction for all of kind services in Language Link. It means that 28 people choose level of grade that is less than 6 or below. quality education. the above chart shows that almost of respondents has general satisfaction about Language Link. facility. the center can create many tuition discount various awards to encourage learners. Obviously. above ogive shows that 100 respondents mark less than 10 marks. Likewise. The chart expresses that there is only a person who marks from zero level to two level for the question. 78 respondents are reported when they has choice x that is less than 8 or below. In particular. fees) provided by Language Link.

Arithmetic mean: x = 2. So that the value is between 50th and 51st item 2 2 Applying the formula: M e ! X Me min  hMo § f / 2  S (M fM e e  1) = 100  28 Me ! 6  2* 2 46 = 6.8 (Manual computation) § f 100 The mode belongs group from 6 e x<8 because the group is values which occur most frequently.96 4.1. Applying the formula Mo ! X Mo min  hMo Mo ! 6  2* 3.11 The median is at the: ( n  1)th 100  1 = = 50.5.Mean deviation = § f ( x  x) = 132.8 n 100 2 = 1.328 § f . Mode : § fx = 680 = 6. Median : fMo  f (Mo 1) ( fMo  f (Mo 1))  ( fMo  f (M o  1)) 46  21 (46  21)  (46  26) = 7.

16(Manual computation) 100 66 .Variance = §f 6.x  x 5. Standard deviation: = 316 = 3.

Standard deviation =

3.16 = 1.778
1.778 = 0.261 6.8

7. Coefficient of variation =Standard Deviation / Mean = Express as a percentage 26.1% 8.Quartiles: Manual Computation: Q1= (100+1)/4=25.25th item

So Q1 is in the range 4 e Q1<6. There is 100/4= 25 items below Q1

§f
Applying the formula: Q1 = X Me(min)+ h Me v
4 

S ( Me  1) fMe

Q1= 4  2 *

25  7 = 5.71 21

Which means that 25% of customers has an average evaluation about the service(5.71 marks). Q2 = (100+1)/2=50.5th item So Q2 is in the range Q2=6+2*
50  28 = 6.96 46

6 e Q2<8 There is 100/2= 50 items below Q2

50% of customers has middle attitude about the facilities (7.76 marks). Q3= 3*(100+1)/4=75.75th item .So Q3 is in the range 8 e x<10. There is 100*3/4=75 items below Q3 Applying the formula
67

3§ f

Q3= X Me(min)+ h Me v

4 

S ( Me  1) fMe

Q3=8+2*

75  74 =8.08 26

This means 75% of the customers are satisfy with the service (8.91 marks) 9. Percentiles: Manual computation :
n

§f
100

Pn = X n(min)+ h n v 

S ( n  1) f (n)

P8 = 4 + 2

v v

8x

100 7 100 = 4.1 (mark) 21 100 7 100 = 5.91 (mark) 21

27 x

P27 = 4 + 2

On average, all services that Language Link provides for learners such as servicing attitude, facilities, education quality and fees are assessed is good (6.8 mark) in general. And mark that be occurred most frequently is 7.11, therefore on average, Language Link is assessed is good with frequency distribution is high. And 6.96 is the value of the middle member of the distribution once all of 100 items. Combination mean, mode and median, we can know that three values are approximate to each other and at the same level of assessment. However, in order to give exact results, we should analyze other data. To find out the exact dispersion of the distribution, take a look at mean deviation. We can see that on average, each item in the distribution differs 1.328 from the arithmetic mean of the

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distribution. It is quite low, so that combine with above analysis, we can conclude that the dispersion of distribution is quite low. With standard deviation, it is 1.778. It means that on average, the mark which Language Link is given vary from 5.022 (6.8-1.778) to 8.578 (6.8+1.778). On the other words, on average, Language Link is assessed from normal level to very good level. Consequently, in general, The customers¶ awareness about Language Link is not too negative. Another factor that we might look at is quartiles. Based on Q1, There are only 25% respondents give mark 5.71 and below and 75% respondents give mark 5.71 and above for Language Link in overall. In addition, P8 shows that there are about 8% respondents give mark 4.1 and below and the majority is 91% which give the mark 4.1 and above. When combining P8 and Q1. We can see that there is only 17% respondent assess Language Link with the mark from 4.1 to 5.71 which is normal level. When analyzing Q2 and Q3, we can see that half of the respondents give the mark 6.96 and above, 25% respondent assess 8.08 and above (very good level). Combining Q2 and P27, it shows that 23% respondent assess Language Link from 5.91 to 6.96 ( or good). However, there still remain 17 % respondents assess Language Link at the normal level (combining P8 and Q1) and 8% respondents assess badly. Although it is not a remarkable amount but Language Link should find out the reason why. Relying on identifying the criterion which influences on customer¶s assessment of Language Link such as servicing attitude, facility, education quality and fee as well as combination of analysis of above factors; it can be stressed that the fees receive the worst level of assessment among other factors. So that, the centre should reduce the fees as much as possible in order to encourage the current and potential learners. To be an organization which operates in Vietnam very early, Language Link is a part of the country. For this reason, Language Link should contribute to the Vietnamese education system as well as Vietnamese development by creating chance for Vietnamese people to study English in an effective way.

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CORRELATION 1.5 r! n7xy  7x7y n ? 7( x) 2  . 430  665 . Coefficient of correlation between servicing attitude and quality of Language Link in general ( Question 8 and 26) The correlation between servicing attitude and quality of Language Link in general With ( x)² = 4.X.753 ( y)²= 4. X.50987 n= 100 100 v 4.2 v 651 .

7x n7y 2  .

87 A 100 100 } 0.3289 r = (0.81  665.365 * 665 .5 = 0.5  0.365x+4.753A? v 4.7y 2 A ? 2 A ! ? v 4.2 = 4.269 100 We have the equation of trend line y = 0.269 70 .753  4.2 * 651.3289) 2 2 } 0.753* 4.509.1081 Now we will find an equation of a straight lines has the form y=a+bx n v § xy  § x v § y n v § x² .(§ x ) 2 b= = 100 * 4.753 § y bv§ x a= n = 651 .365 100 * 4.753  4.87  4.509.430.

media better.19 % of variations could be explained by other factors (such as content of lecture.365x + 4. 3289. r2 would be 0. many points are unconnected with each others. most of them lie far from the trend line. Therefore. leaving 89.12 10 8 6 4 2 0 0 2 4 6 8 10 y = 0. they could communicate with customers effectively. So the correlation is not high.269 Scatter Graph: Coefficient of correlation between servicing attitude and quality of Language Link in general. Language Link should produce some training courses for communication with people and the public. there are still some connections between them. fee. etc). Because the quality of Language Link is mainly influenced by education quality. However. In this case. Based on the graph above. To improve the receptionist¶s ability. The correlation between learners¶ satisfaction with receptionists and the general satisfaction with Language Link¶s service was 0. The receptionist is the first person who a visitor sees when entering the office. If the receptionist¶s public relation and communication skills are good. meaning that only 10. Their impression about those people will affect how they feel during the rest of the visit.1081.81 % of variations in quality of Language Link could be explained by variations in servicing attitude. and facility. the servicing attitude of receptionists is also not a very important factor to define the general quality of the center. These training courses have to 71 . the coefficient of determination. It means the correlation between them is low. the general satisfaction does not depend much on the satisfaction of the receptionist attitude.

4830. many points are unconnected with each 72 .2334.66 % of variations which is explained by other factors (such as content of lecture. It means that only 23.403x+3. develop effective listening skills and focus on customer care services. how to make direct calls effectively.638 10 9 8 7 6 5 4 3 2 1 0 0 2 4 6 8 10 12 y = 0. fee and so on).focus on how to make first impression with people. The centers should also have the office decorated with a stylish and smart reception desk which may create a good image to new customers. Coefficient of correlation between facilities and quality of Language Link in general (question 14 and 26) Coefficient of correlation: r } 0. r2 } 0. According to the graph above.403x + 3. (Expression by percentage 23. 2. how to develop strategies for dealing with hard-to-please people and different situations. 4830 (at normal rate). leaving 76.34%) Equation of trend line: y= 0.34 % of variations in quality of Language Link in general could be explained by variations in quality of facility. The coefficient of determination in this case.638 Scatter Graph: Coefficient of correlation between facility and quality of Language Link in general The correlation between learners satisfaction with facility provided by Language Link center and the overall satisfaction with all services provided by Language Link was 0. 2334. r2 is 0.

Language Link has a library online in its main web site to provide many reference books for learners to improve their English skills such as µhow to improve your listening skills¶. To improve the facility of Language Link.library.909833 2 r2= 0. d). Wifi connection. DVD players. Language Link ensures its outstanding education in an ideal studying environment with the number of the students in one class is only 15 students.692 73 . center information . etc and various kinds of tests for each kind of learners (Language Link. projectors. 4830). If the centers have enough necessary equipment for all learners. the center needs to modernize all the facilities every five years to meet the entire learner¶s requirement in international standard. Coefficient of correlation between the content of the lecture and the quality of the course in Language Link (Question 21 and 23) Coefficient of correlation: r } 0.11x-0. Language Link¶s service is better than other English centers. Although the correlation is not high (only 0. Presently. as it is just a tool to help the learners study easier and more comfortable.909833 =0.827796087 Expression of r2 in percentage is approximately 83% Equation of trend line: y=1. n. µGetting Ready TOEIC Test¶. According to Language Link (n. d).others. It means that facility is not a very important factor which defines the general quality of these centers. learners will think that Language Link have also do the best thing for them to improve their English skills. it also has some influence on Language Link¶s quality in general. some of them lie far from the trend line. libraries with enough reference books. 3. Language Link has modern teaching environment to reach international standard with modern facilities for learning such as flat-screen computers for each student during practice and study.

692 10 8 6 4 2 0 0 2 4 6 8 10 12 Scatter for coefficient of correlation between content of lectures and quality of the cources in Language Link The correlation between the content of lectures and the quality of the courses in Language Link is positively 0. They encourage both learners and teacher to be creative and enthusiastic during the class. interesting lectures are able to attract not only the learners but also the teachers. it can be stated that these two variables have a high correlation. such as English communication. Besides. a lecture with suitable contents for each of particular course plays an important role in teaching process. it can support the learners to concentrate on the lecture and it also helps develop their soft skills such as communication and team building skills. It is a high proportion. all the points gather nearly around the trend line. grammar or simply prepare for certain examination. Meanwhile. only remaining 17% of quality of the course in Language Link is influenced by other factors.11x . Therefore. As the result.909833. say. The teachers in 74 . Besides. Each of learners has their own wants and needs for English. 83% of quality of course in Language Link is explained by the content of the lecture. When the content of the lecture consists of applicable topics and interesting activities such as group discussion and events.12 y = 1. hence its supports for the close relationship between the assessment of learners of lecturer¶s content and the quality of the course in Language Link. the expression of square of coefficient of correlation which is 83 %. closely perfect correlation. basing on the scatter graph. Moreover.0.

Vietnamese learné face difficulties in pronunciations and application of English in their real life (Bullentin. For this reason. Moreover. Coefficient of correlation between Qualifications of lectures and quality of Language (question 22 and 23) Coefficient of correlation: r } 0. therefore. Language Link should concentrate on the applicable topics which help the learners apply their English in reality effectively and efficiently.8785812=0.770884 Expression of r2 in percentage is 77% Equation of trend line: y= 0. 4. 2005). d). Language Link should do survey in order to identify the actual wants and needs of Vietnamese learners in order to improve the content of the course with the aim of helping the learners develop their English skills better. n. And this is what Vietnamese learners need. they apply modern teaching method in teaching English by creating English games.843x+ 0. In Vietnamese schools and universities. The content of lecture in Language Link is created by foreign teachers. about the content of the course. they apply new teaching method and content to the course. story composing competition and team work and so on in order to help learners and enrich the content of the course as well (Language Link. the teachers focus on the grammar instead of application in English such as speaking and listening.Language Link understand this. Vietnamese learners would like to learn English in an effective and efficient way instead of learning English rigidly with long and boring theory. therefore. For this reason.586 75 . To be a foreign English training organization. Especially. to improve English skills such as communication. the new teaching methods. interesting and applicable content of lectures in Language Link influence on the positive learner¶s assessment of general quality the course.878581 r2= 0. English is an interesting subject and now it becomes a necessary requirement for future learning and career development in Vietnam. it is essential to have chance to communicate with foreign teachers.

Therefore.834x + 0. the points gather very closely around the trend line. It can be stated that the teaching qualifications of teachers in Language Link and the quality of the course have a close relation. In addition. This supports the high correlation between teaching qualification and the quality of the course.878581. It can be said that the qualification of teacher is one of the important factors in evaluating the quality of the centre in general. Language Link has a training 76 . And the remaining 23% is affected by other factors. It means that 77% of general quality of the course in Language Link can be explained by the qualifications of teachers. nearly perfect correlation. About the teaching qualifications. the correlation of two variables is high but it is not close as the relation between the content of the lecture and the general quality of the course.586 Scatter Graph: Coefficient of correlation between qualifications of lectures and quality of Language Link The teachers who are reponsible for imparting knowledge to learners play an important role in evaluating the quality of Language Link in general. they have a necessary foundation in order to impart knowledge to learners. For more information. nearly perfect correlation. basing on the scatter graph above.12 10 8 6 4 2 0 0 2 4 6 8 10 12 y = 0. the expression of square of coefficient of correlation in percentage is 77%. it is needed to focus on the certificates of teachers in the pedagogic field because when the teachers have necessary qualification. The correlation between the qualifications of teachers in Language Link centre and the quality of the course is positively 0.

meanwhile each of them has different communication skills.program for teachers guaranteed by Cambridge ESOL.7345 77 . However. the positive competition among teachers in the centre is one way to stimulate their teaching attitude and creativity in teaching process. This might help both centre and learners meet their expectations.98%) Equation of trend line: y= -0. It is needed to have the influences of both content of the lecture and the qualification of teachers in assessing the quality of Language Link. For this reason. comparing with the correlation between content of the lectures and the quality of the course.5198 (Expression by percentage 51. Coefficient of correlation between coefficient of correlation between quality of centre and fees (question 23 and 25) Coefficient of correlation: r } -0. therefore the centre ensures the quality of teachers (Language Link. Besides. r2 } 0. Moreover. Because the teaching qualification just only concentrates on the certificates of teachers. n. creativity and attitude in teaching. the teaching qualification is not the most important factor to assess the quality of the whole course in Language Link.72094. d). The centre should help the teachers improve their skills and knowledge in pedagogic field in order to ensure highest qualifications of the teachers as well as the quality of the course. the correlation between teaching qualifications and quality of the course is lower.695x+9. Language Link is recommended to motivate the teacher to work hard by incentive and rewards. 5.

72094. we estimate the correlation between course¶s quality and course¶s tuition fees equal -0.02 % of variations to be explained by other factors (such as tuition and scholarship award during the course). In studying process. the factor ³fee´ won¶t have much influence on the decision of people such as: continue or stop learning in Language Link. In this case. meaning that 51. the coefficient of determination. most of learners in Language Link evaluated the quality of course is good while the tuition of fees is cheap or reasonable. This result expresses the relation and correlation between these quantities is quite high.579 Scatter Graph: coefficient of correlation between quality of centre and fees Based on the data received from survey.129). and high values of one variable with low values of each other (BPP Professional Education. It is negative correlation which means that low value of one variables are associated with high values of the other. the better the quality of Language Link is. They will get more or less knowledge. It expressed clearly through percentile of each question: 78 .12 10 8 6 4 2 0 0 2 4 6 8 10 12 y = -0. Besides it also shows the influence of tuition fees on quality of course in people¶s mind.98 % of variations in tuition fee of Language Link in general could be explained by variations in course and teaching quality. 5198. In addition. the more effectively the learners study. when they study effectively. it depends a lot on the quality of course. r2 would be 0. p. In fact. 2004. leaving 48.672x + 9.

because among all the center¶s teachers. the management should come up with specific plan to arrange teachers for each class in order to avoid problem of changing teachers. It express that 60% of them agree the quality of course is good and very good Question 25 P60= 6 which mean 60% respondents mark under 6. hopefully. 40% of learners still assess the fees to be expensive.796119. (webtretho. It means Language Link need to concern and improve more the quality of course to ensure it satisfies learners or they can reduce the fees to attract the learners. the learners still face problem of changing teacher which can make them dissatisfied.d). With these evidence.4213 79 . It indicates that 60% of them think the tuition fees are reasonable and cheap. besides.Question 23: P40=6 which mean 60% respondents choose 6 and above 6. According to some solution above.6591x+ 2. n. Moreover.38%) Equation of trend line: y= 0. 6. In fact. there are some that don¶t meet the standard.com. before each course.6338 (Expression by percentage 63. In order to enhance these problems. they still complain that the teaching quality of the teachers is not stable. Language Link should pay attention to create more training program to improve the education quality of the teachers to make the learners feel satisfied when learning in the center. Language Link can gain more support from the customers. Coefficient of correlation between teaching quality and quality of Languga Link in general (23 and 26) Coefficient of correlation: r } 0. during the course. according to the opinions of some customers. r2 } 0.

According to Mr Gavan Iacono . the coefficient of determination. from the results collected about teaching quality and courses quality. and facility. fees) is shown clearly. the same in Language Link. We can base on points that appear on above chart to affirm the correlation.62 % of variations to be explained by other factors (such as content of lecture. facility. so we can believe in its accuracy.38 % of variations in quality of Language Link in general could be explained by variations in course and teaching quality. The positive correlation is 0. facility.CEO of Language Link said that their successful key is 80 .659x + 2. As we know that the courses and teaching quality depend on content of lectures. we can predict the results about general satisfaction.10 9 8 7 6 5 y = 0. etc). fees) provided by Language Link. Correlation between teaching quality and general satisfaction about Language Link (including servicing attitude. The figure is remarkably high. So. In this case. r2 would be 0. leaving 37. quality education. Almost points lie around the trend line and there are only some points that lie far from the trend line. quality education. meaning that 63. These areas are covered and applied by Language Link.421 4 3 2 1 0 0 2 4 6 8 10 12 Scatter Graph: Coefficient of correlation between teaching quality and quality of Language Link in general Teaching quality is considered as the operation strategy to attract learners of almost English centers in Vietnam.796119. teaching methods and teacher¶s education standards. 6338. So we can claim that there is close correlation between learners¶ expectation about the course/teaching quality and general satisfaction with all kinds of services (including servicing attitude. fee. This trend shows that customer¶s general satisfaction is highly dependent on teaching quality and courses¶ quality.

0.training program and international education standards (Dantri. This is the key to decide customer¶s satisfaction of Language Link.42%) Equation of trend line: y= . 2642 (Expression by percentage 26.441x+8.0. Coefficient of correlation between fees and quality of Language Link in general (question 25 and 26) Coefficient of correlation: r } . team building skills and so on.0. 81 . Content of lectures need to be more various. they will interest in the course and their satisfaction will be higher.906 Scatter Graph: Coefficient of correlation between fees and quality of Language Link in general. r2 } 0. beside meeting leaner¶s expectation. Because Language Link understood that learners will assess well for their center if the center can help them improve their English skills by its teaching quality. This is factor that impacts learner¶s expectation.906 10 9 8 7 6 5 4 3 2 1 0 0 2 4 6 8 10 12 y = . 7.441x + 8.5140. In short. 2009). Language Link should help their learners develop and complete other skills such as team ±work. The correlation is high for the above issues so that the method of increasing center¶s course and teaching quality should be applied. Activities in studying process need using frequently. From this point.

with the question 25 about the tuition fees.The aim of the scatter above is to assess the correlation between the tuition fees in Language Link and the satisfaction of the respondents with the services provided by the center. leaving 73. they will think that the fee is expensive.5140 is not a high value which can prove for the strong correlation between these two factors. P60 = 6. It indicates that low values of one variable are associated with high values of the other and high values of one variable with low values of the other. In particular. It indicates that 70% of them satisfied with the service provided by Language Link center. -0. Specifically. meaning that only 26. for instance. while the learners who assess the fee to be expensive will agree that the service quality is poor. or else they can reduce the fees to attract more learners. These two results above contribute to strengthen the negative correlation between the tuition fees in Language Link and the satisfaction of the respondents with the services provided by the centers. 2642. 2010 82 . etc). they will not care more about the tuition fee. let¶s look at percentile of question 25 and 26: Question 25: P60 = 6 which means. r2 would be 0. Presently. The coefficient of determination. if the learners are satisfied with teaching quality and other services provided by the center. This result proves that the Language Link still have to concern more about adjusting the service quality in order to make the customers satisfied.58 % of variations to be explained by other factors (such as content of lecture. the correlation coefficient is -0. Language Link has already had some fees discounts and scholarships to attract people to study Language Link in long terms. Otherwise. which mean 40% of respondents give the mark 6 and above 6 for this question which is expensive and very expensive. The reason for this problem is that during the course. However. servicing attitude. Question 26: P30 = 6 which mean 70% of correspondents give the mark 6 and above 6 for this question.5140 which is negative correlation. 60% of correspondents give the mark 6 and under 6 for this question. and facility.42 % of variations in quality of Language Link in general could be explained by variations in fees. For more evidence. the learners who assess the fee to be cheap will agree that the service quality is good. It indicates that 60% of them agree that the tuition fees are reasonable and cheap. giving some discount 10% fees of International Commercial English for learners in February. But if the learners assess that what they receive is not appropriate with what they pay for.

so they want to have more discounts for them.5140 } 0. as Expression 2642 as percentage Expression percentage 63. XI.34%) 0.(Language Link.4830 (r2 } r } 0.Expression 0.38%) percentage 26.81%) percentage as 23. many Language Link learners are students and pupils.(r2 } 0. the centers should uses scholarship with high values to motivate learners.0.2334.796119 r } .42%) 83 . EVALUATION FACTORS THAT IMPACT TO CUSTOMER¶S GENERAL ASSESSMENT FOR QUALITY OF LANGUAGE LINK Coefficient of Coefficient of Coefficient of Coefficient of correlation between correlation between correlation between correlation between servicing and attitude facilities and teaching quality and fees and customer¶s customer¶s customer¶s general customer¶s general general assessment for assessment for for quality of Link general assessment assessment for quality Link of quality of Language quality of Language Language Language ( Link (question 14 Link (question 23 (question 25 and 26) and 26) and 26) Question 8 and 26) r } 0.3289 (r2 } r } 0. based on the previous part of this research. Language Link should provide them reasonably and effectively to encourage them study in long terms. Moreover.6338. In order to improve Language Link¶s situation.Expression (r2 as 10.1081. 2010).

81%. Teaching quality can be core factor that the centre should focus on.34%.42%. its level of influence is quite same as fees. Based on above chart.00% 10. servicing attitude¶s effects for respondents¶s general satisfaction is the lowest in the survey. With facilities.00% 0.38% .00% 8 &26 14&26 23. The figure is 26. Moreover. It occupies 63. The proporition is 23. There are servicing attitude.38% 26. In addition. we would identify criterions that may be affected factors to customer¶s assessment for Language Link.34% 63.81% 10. This thing expresses that the center¶s teaching quality is main factor to decide learner¶s assessment for service that they are obtained. according to detailed analysis above to the factors.00% 30. Likewise. 84 . teaching quality and fees.00% 40. Coefficient of determination of this factor towards the quality of Language Link is 10.00% 20.00% 50.42% 23&26 25&26 Chart 23: Factors impact to customer¶s general assessment for quality of Language Link In the survey. Although it is nearly half of teaching quality but Language Link should have concern to it. facilities.00% 60.70. coefficient of correlation between fees and customer¶s general assessment for quality of Language Link is a factor that affect remarkablely. coefficient of correlation between teaching quality and customer¶s general assessment for quality of Language Link is highest. It means that servicing attitude do not have effective too much to assessment of customers about Language Link. almost respondents¶ assessment do not satisfy with fees the most.

XII. the management should come up with specific plan to arrange teachers for each class in order to avoid problem of changing teachers. One of them is about the attitude of receptionists and guard. The education quality is the most important part which the customers would like to suggest because it influences directly on their assessment of the centre in general. Language Link can gain more support from the customers. two 16 year-old customers. the center should use effective promotion strategy to attract customers. Moreover before each course. There are two 10 years-old customers. the learners also suggest some specific recommendation about other issues. 3 over 10 recommend that they should be more enthusiastic in order to create a good impression with the learners. during the interview. the quality of facility is also mentioned by 2 interviewees that center¶s equipment needs putting under warranty in order assure the good quality. some of the interview is filmed in order to make the interview more interesting and precise. Besides. servicing attitude. RESULTS OF INTERVIEW The results from the interview The face-to-face interview is carried out with 10 customers who are studying in the Language Link. Basing on the recommendation of the customers. hopefully. the centre can find a way to improve the quality of education. Beside the education quality. 4 over 10 learners suggest that the centre should Language Link should pay attention to create more training program to improve the education quality of the teachers to make the learners feel secure when learning in the center. It¶s the reason why. They are asked to give the recommendations for the Language Link¶s improvement. Moreover. 85 . The interview lasts 5 minutes and the participator¶s answer will be recorded. Moreover it also helps recruit the attraction of other learner to come to the center. With the aim of developing customers¶ awareness about Language Link. there are 3 opinions of the interviewees who comment that the center should have more scholarship award program to motivate the learners during the studying process. two 18 year-old customers. facility and fees. According to some solution above. two 22 year-old customers and two 28 year-old customers who participate in the interview.

half of learners suggest that Language Link should have some suggestion mailboxes to collect learner¶s opinions to carry out some action plan in order to resolve particular problems. 86 .To understand more clearly about customer¶s needs and wants.

hopefully. they will interest in the lectures and their satisfaction is higher. Language Link should do the survey in order to identify the actual wants and needs of Vietnamese learners in order to improve the content of the course as well as help the learners develop their English skills better. Language Link should have various activities in studying processes to stimulate learners. And based on the research. it can be seen that in one of factors that be assessed the worst is fees. Secondly. it is suggested that Language Link Hanoi should come up with some specific action plans to resolve problems as well as improve Language Link¶s service. According to some solution above. So.XIII. teaching quality has big influences to customer¶s awareness about Language Link¶s services. the centre might also help the teachers improve their skills and knowledge in pedagogic field in order to ensure highest qualifications of the teachers as well as the quality of the course. the most important thing is teacher¶s knowledge about learners¶ weaknesses and strengths. the center should have concerns to some other factors such as serving attitude. based on the previous part of this research. In addition. Besides. From this point. so they want to have more discounts for them. to build the center becomes better. Besides meeting leaner¶s expectation. Vietnamese¶s life quality can be 87 . Language Link could pay attention to create more training program to improve the education quality of the teachers to make the learners feel secure when learning in the center. Moreover. RECOMMENDATION Based on all the information in previous part of this research. Since. Before each course. On the other hand. Firstly. According to the results of this research. the management can come up with specific plan to arrange teachers for each class in order to avoid problem of changing teachers. However. many Language Link learners are students and pupils. To be the top foreign English training organization. Language Link needs to focus on the factor frequently. Language Link is recommended to motivate the teacher to work hard by incentive and rewards. team building skills and so on. facilities or fees. Language Link should help their learners develop and complete other skills such as team ±work. Language Link can gain more support from the customers. they will be easier to design good lectures. the center should use scholarship with high values to motivate learners.

Thirdly. Finally. Language Link should improve education quality to correspond with values of money that learners had to pay. The centre should continue to maintain number of leaner in each class. Language Link should produce some training courses for communicate with people and the public. Language Link needs to focus on number of students in class. learn how to direct calls correctly. Language Link should provide them reasonably and effectively to encourage them study in long terms. it helps the center be easier to apply their models and teaching methods in Vietnam. develop effective listening skills and focus on customer care. the centers need to modernize all the facilities every five years to meet the entire learner¶s requirement in international standard. besides current foundation and development of Language Link. to improve the receptionist¶s ability. media better. Besides. These training courses have to focus on how to make a first impression people remember. how to develop strategies for dealing with difficult people and situations. to improve the facility of Language Link.reasons that lead to the assessment. it will be necessary for Language Link to seek to training demands and market of Vietnam. In short. 88 . Since. Therefore.

almost of them states that teaching quality¶s elements is marked from normal level to good level.Likewise. Almost of respondents think that tuition discount and scholarship awards is normal level in their awareness. but anyhow the center¶s teaching quality is good.For facilites. equipment. The factor can have impacts to customer¶s awarenesses for general satisafction about the center if the center¶s facilties is not good.XIV. The result shows that leaners have satifaction about receptionists¶responses. teaching quality impacts to English improvement speed of leaners so almost of them have concerns to the fator. the center¶s fees is quite expensive. activites in studying processes and so on. Classrooms. almost customer¶s assessments is showed from nomal level to good level in general for items. Language Link¶s serving attitude has good assessments. references books and so on are obtained customer¶s good assessments. The respondents express different opinions however. teacher¶s education standards. In fact. Finally. So. Besides. The elements are content of lectures. 89 . we can see that the center¶s teaching quality is always remarkable element that effects customer¶s awareness for general satisfaction about the center. Although fees of centre are assessed is high. Based above analysis for survey¶s results. the results expresses that Language Link¶s facilties are good. CONCLUSION The survey concludes result that customers¶ awareness to Language Link¶s service is quite good. fees has influences to customer¶s awareness about the center.

Trung tâm thông tin t li u khu v c (library centre) [online]. Teaching methodology [online]. [cited 21 May 2010].vn/vi/uu-dai-hoc-bong/445-tang-hoc-bong-tri-gia-10-hoc-phi-khitham-gia-khoa-hoc-tieng-anh-thuogn-mai-quoc-te. (2004).XV. Business Decision Making.edu. London: BPP Professional Education. [cited 21 May 2010]. [cited 23 May 2010]. Available at: http://dantri. [cited 20 May 2010] Available at: http://www.C u n i t i nh ng thành công mang t m qu c t [online].edu. T m quan tr ng c a ti ng Anh khi xin vi c làm [online].asp?lang=1&fold=&SubCatID=784&msgID=1495&tr= 0&dr=500 90 .vn/en/corporate-training/teaching-methodology.edu.d).languagelink.vn/News/Cong-viec/2009/5/21/2937. Corporate Link services [online]. Language Link . Available at: http://www.org/vi/?id=15 Hanh phuc gia dinh (2009).vn/detail_message.C u n i t i nh ng thành công mang t m qu c t [online]. [cited 24 May 2010].html Lucas Detech International Center. 2010.html Language Link (n.languagelink. 1st edition.html Language Link (n. [cited 24 May 2010].languagelink. International foundation year [online]. Available at: http://www.edu.lucas.d). Dantri (2009). REFERENCES BPP Professional Education.vn/en/corporate-training/corporate-link.edu.vnseameo.com.d) .vn/c25/s146-326302/languagelink-cau-noi-toi-nhung-thanh-cong-mang-tam-quoc-te. Available at: http://llv. T ng h c b ng tr giá 10% h c phí khi tham gia khóa h c Ti ng Anh Th ng m i Qu c t [online]. [cited 25 May 2010].d). Available at: http://www. Language Link . [cited 24 May 2010]. Available at: http://www.hanhphucgiadinh.html Language Link (n.vn/en/foundation-program/about-the-program.html Language Link (n. Available at: http://www.d).htm Dantri (n.

Samuel, P. (2009). The important of research ± why we do the research [online]. [cited 20 May 2010]. Available at: http://www.articlesbase.com/self-help-articles/the-importance-ofresearch-why-we-do-research-793360.html#ixzz0ou5EyH4s VHO (n.d). Ch coi th ng ti ng n tr ng h c [online]. [cited 21 May 2010].

Available at: http://www.vho.vn/bv-9215-Cho-coi-thuong-tieng-on-o-truong-hoc Vnexpress (2010). Ph i óng c a các tr ng i h c kém ch t l ng [online]. [cited 24

May 2010]. Available at: http://vnexpress.net/GL/Xa-hoi/Giao-duc/2010/04/3BA1AE99/

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Appendix A 1.Coefficient of correlation between content of lectures and quality of the cources. (question 8 and question 26). The data will be calculated manually .
Quality of Language Link (y) 4 3 7 4 6 5.5 7 6 5.5 6 6.7 7.5 5 7 7.5 8 8.5 5 1 4 6 18 9.5 66.5 6.2 24.8 5.4 32.4 3 16.5 6.6 46.2 8.1 48.6 7.5 41.25 8 48 4.2 28.14 8.2 61.5 7.1 35.5 5.5 38.5 6.8 51 6.2 49.6 7.5 63.75 3.2 16 25 10.24 72.25 56.25 64 38.44 56.25 46.24 49 30.25 25 50.41 56.25 67.24 44.89 17.64 36 64 30.25 56.25 36 65.61 49 43.56 30.25 9 36 29.16 16 38.44 49 90.25 9 36

Servicing attitude (x)

x*y

x² 16

y² 1

92

6 5.7 6 4.8 8.1 5 7 9 8.5 5 8 3.5 6.7 7.5 4 7 5 4.5 8 4.2 7 7 6.8 7.2

8.4 50.4 8.9 50.73 4.5 27 7.6 36.48 7.2 58.32 6.9 34.5 5.1 35.7 8.2 73.8 7.8 66.3 6.8 34 5.1 40.8 4.1 14.35 7.3 48.91 4.1 30.75 7 28 4.5 31.5 3.5 17.5 5 22.5 6.5 52 6 25.2 6 42 2.5 17.5 3.5 23.8 5.7 41.04

36 32.49 36 23.04 65.61 25 49 81 72.25 25 64 12.25 44.89 56.25 16 49 25 20.25 64 17.64 49 49 46.24 51.84

70.56 79.21 20.25 57.76 51.84 47.61 26.01 67.24 60.84 46.24 26.01 16.81 53.29 16.81 49 20.25 12.25 25 42.25 36 36 6.25 12.25 32.49

93

62 7.25 8 56 8.09 49 42.89 81 72.8 6.25 81 72.25 47.5 6.89 30.2 9 85.69 81 72.25 26.5 31.1 6.89 22.25 64 9 60.6 5 45 5 42.5 6.5 8.25 56.5 7 9.96 13.5 7 6 9.82 8 53.7 7 6.5 6 57 8.2 46.5 8 3 7.84 40.5 59.25 20.25 6 54 6 51 7 56 5.25 36 72.25 49 44.55 4.2 8 56 44.21 20.01 42.5 7 6.64 49 25 37.5 6.44 51.25 49 90.1 33.25 36 36 49 30.25 84.6.7 4.25 64 72.9 53.5 9 8.5 16.7 5.5 5.8 6.5 9.2 7 5 33.61 64 25 25 38.25 49 36 90.2 31.7 9 8.8 3.4 44.5 78.15 7.5 35.5 55.7 22.25 64 94 .5 4.84 44.5 30.

5 4 5.5 10 9 5.8 3 4 8.01 53.4 46.56 49 16 9 49 36 72.5 54.25 46.6 8 76 7 47.5 26 8.41 67.56 90.3 51.25 70.5 26 5.5 8.24 49 16 36 81 72.4 5 15 7 28 6.5 6.3 58.24 44.25 42.41 70.1 8 48 7 59.25 67.2 8 76 64 9 16 70.1 28.9 67.25 53.25 90.5 54.61 51.7 46.4 7 4 3 7 6 8.2 82 8.3 7.15 8.4 8.1 72.25 26.5 9.25 64 49 72.25 16 30.9 6.84 42.25 100 81 30.29 25 49 42.2 49.2 6.7 60.1 15.2 39.89 42.5 7.6 8.5 7.9 7.8 7 4 6 9 8.3 7.56 64 95 .29 64 49 50.6 6.5 59.5 6.24 65.4 9.6 6.25 44.89 62.

25 68.25 20.89 81 64 42.2 y=651.81 x²=4.5 22.5 8 56 6.5 x*y=4.25 20.87 96 .5 9 10 9.509.3 83 9 85.5 8.25 49 12.5 4.35 6.8 8.753 y²=4.2 27.5 4.5 67.75 4 18 5 35 64 72.25 49 64 50.9 7.41 38.5 7 8 64 7.5 7 3.1 60.25 81 100 90.44 56.430.25 16 25 x=665.

Emy (class E) 2. we search in internet and found some matter has relate with it such as: behavior of receptionist. the space of Language Link.Appendix B: Meeting Sheets MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 1st meeting of Clover group was held at Banking Academy ITP room 501 last Friday.Lillian (class F) 6. and tutor.Alexis (class E) Nobody was absent in the meeting. 9 April 2010 at exactly 7h30¶ in the morning. we chose to divide 5 parts in questionnaire based on the main idea above such as: demographic information. equipment in this centre + To fees part. From that point. etc + To facility part. etc) based on the advice of lecturer. Secondly. we used basic questions (gender. Phung Thi Mai Huong. then we would focus education quality later. Then we can analysis the question and take note the main idea has relate to question. Problems encountered 97 . we read again the scenario of assignment carefully. Vu Thi Lan Huong.Jane (class E) 3. we concern the matter of reward in course. we can design questionnaire easier. Firstly. education quality and fees. + To servicing attitude. hence we did other part first.Michelle (class E) 4.Lindsey (class E) 5. Nguyen Thi Mai Anh. The most important part is education quality. facility. we focused the environment. Members who attended the meeting are as follows 1. servicing attitude. The meeting¶s purpose was to design questionnaire to survey. the assessment about fee. Le Thi Hoai Tho. + To demographic information part. age. Le Thi Thanh Hoa. Bui Thi Thu Trang.

The expression of idea is not clear. We will review the all the questions we designed 2. but some questions didn¶t reasonable Solutions applied to the problems 1. Next plan to do 1. The conflict when we design questions 3. Listen carefully and try to help other members express idea. then improve member¶s idea 2. it¶s hard to explain for other members. Prepared by: Noted and approved by Michelle Mrs. We will start working on education quality part to complete questionnaire The meeting was adjourned at exactly eleven thirty o¶clock in the morning. Read again all question we did and reject unnecessary question. Mary Esmenda 98 .1. We want to design many questions. then some members would misunderstand 2.

Phung Thi Mai Huong. we research more in internet. we began to design question of education quality. Le Thi Thanh Hoa. We need read a lot information in internet to get more information 2.Alexis (class E) Nobody was absent in the meeting. Nguyen Thi Mai Anh.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 2 nd meeting of Clover group was held at Banking Academy ITP room 501 last Saturday. Members who attended the meeting are as follows 1. Vu Thi Lan Huong. 10 April 2010 at exactly eight o¶clock in the morning. we corrected format of question Secondly.Michelle (class E) 4. Le Thi Hoai Tho.Jane (class E) 3.Lillian (class F) 6. Firstly. Bui Thi Thu Trang. We concern the matters such as: + The initial test + The activities in class + The improvement speed of learner + The content of lecture + The teachers¶ qualification To get more information.Emy (class E) 2.Lindsey (class E) 5. we read again the questions of parts which we complete to ensure don¶t have mistake in our question. The conflict we have when design question and correct questions 99 . log on Language Link¶s home page to find more matter has relate with education quality Problems encountered 1. The meeting¶s purpose was to design the rest of questionnaire from last day. Then.

Mary Esmenda 100 . Prepared by: Michelle Noted and approved by Mrs. We will review the all the questions we designed The meeting was adjourned at exactly eleven thirty o¶clock in the morning.Solutions applied to the problems 1. Next plan to do 1. Read again all question we did and reject unnecessary question. then correct member¶s idea. Listen carefully and try to help other members express idea. explain carefully when the idea of members is not right 2.

Emy (class E) 2. Le Thi Thanh Hoa. Bui Thi Thu Trang. Vu Thi Lan Huong. Prepared by: Michelle Noted and approved by Mrs. Members who attended the meeting are as follows 1.Michelle (class E) 4.Lindsey (class E) 5. We changed kinds of question. Contact with all branches of Language Link to get the agreement for carry out survey The meeting was adjourned at exactly five o¶clock in the morning. Le Thi Hoai Tho. Phung Thi Mai Huong. The difficulties when we fixed questionnaire Solutions applied to the problems 1. we need to revise questionnaire. Mary Esmend 101 . change the way to express question.Jane (class E) 3. We need read course book to find various kinds of questionnaire Next plan to do 1. We listed all the problem of our questions. The meeting¶s purpose was to revise questionnaire. There are: too much marking questions. Problems encountered 1. 24 April 2010 at exactly 2 o¶clock in the afternoon. Nguyen Thi Mai Anh. Based on the result we received from lecture Mary and tutor Hanh.Alexis (class E) Nobody was absent in the meeting.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 3rd meeting of Clover group was held at Emy¶s house last Sarturday.Lillian (class F) 6. kinds of question isn¶t various.

Jane (class E) 3. We ask the help from lecture and she helped us to inform with manager of ITP Next plan to do 1. Hence we need introduction letter from university and we can carry out survey. Dai Co Viet. On Sunday. The meeting¶s purpose was to contact branches of centre to get permission to carry out survey. 25 April 2010 at exactly four thirty o¶clock in the afternoon. Phung Thi Mai Huong. then collect the result from survey.Lillian (class F) 6. Bui Thi Thu Trang. Didn¶t prepare the introduction letter 2. Members who attended the meeting are as follows 1.Emy (class E) 2. Nguyen Thi Mai Anh.Michelle (class E) 4. The meeting was adjourned at exactly five thirty o¶clock in the afternoon. Le Thi Thanh Hoa. Le Thi Hoai Tho.Lindsey (class E) 5. the university didn¶t work then we wouldn¶t have the letter soon to do survey Solutions applied to the problems 1. Problems encountered 1.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 4th meeting of Clover group was held at Emy¶s house last Sunday. Carry out survey after having introduction letter. Mary Esmenda 102 . the receptionist didn¶t accept us carry out the survey without introduction letter of Banking Academy. We prepare and wear formally. Prepared by: Michelle Noted and approved by Mrs.Alexis (class E) Nobody was absent in the meeting. Lang Ha) In 3 branches. Vu Thi Lan Huong. then we divide 3 small group to go to 3 branches of Language Links (Cat Linh.

The meeting¶s purpose was asking the introduction letter. we sent mail our questionnaire for my lecture.Emy (class E) 2.Lillian (class F) 6. Phung Thi Mai Huong. Members who attended the meeting are as follows 1. When we went to office. Le Thi Thanh Hoa. then collect the result from survey. 26 April 2010 at exactly 9 o¶clock in the morning.Jane (class E) 3. Vu Thi Lan Huong. the manager of ITP didn¶t agree to give us introduction letter. Prepared by: Noted and approved by Michelle Mrs. then wait until we received the introduction letter. Bui Thi Thu Trang. Carry out survey after having introduction letter. Didn¶t know the process to receive introduction letter from manager of ITP Solutions applied to the problems 1. then she will give us introduction letter After that.Michelle (class E) 4.Lindsey (class E) 5. Mary Esmenda 103 . We ask the help from lecture and she will collect letter to help us have introduction letter Next plan to do 1. She said that she need collect all the questionnaire to check.Alexis (class E) Nobody was absent in the meeting. Nguyen Thi Mai Anh. The meeting was adjourned at exactly ten thirty o¶clock in the morning.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 5th meeting of Clover group was held at Banking Academy ITP room B1 last Friday. Le Thi Hoai Tho. Problems encountered 1.

27 April 2010 at exactly five thirty o¶clock in the afternoon. Firstly. We ask the help from lecture and she will collect letter to help us have introduction letter Next plan to do 2. Nguyen Thi Mai Anh. Mary Esmenda 104 .MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 6th meeting of Clover group was held at Banking Academy ITP room B1 last Tuesday.Alexis (class E) Nobody was absent in the meeting. then each small group in our group can have it and give it to receptionist Secondly. Vu Thi Lan Huong. Carry out survey after having introduction letter. Didn¶t know the process to receive introduction letter from manager of ITP Solutions applied to the problems 2. Problems encountered 2. each group will go to each baranches of Language Link and carry out our survey. Phung Thi Mai Huong.Lindsey (class E) 5.Lillian (class F) 6.Michelle (class E) 4. The meeting¶s purpose was carried out the survey in Language Link. Le Thi Hoai Tho. The meeting was adjourned at exactly seven o¶clock in the afternoon Prepared by: Michelle Noted and approved by Mrs. Members who attended the meeting are as follows 1.Emy (class E) 2. then collect the result from survey. we divide 120 questionnaire for each small group (because we worried some learners won¶t answer all of question in our questionnaire) After that. we copied the introduction letter to 3 papers.Jane (class E) 3. Bui Thi Thu Trang. Le Thi Thanh Hoa.

Michelle (class E) 4. Members who attended the meeting are as follows 1. from our experience we had. Then based on these parts. Le Thi Hoai Tho. we listed out all of requirement to see clearly what we should do first. we can prepare the plan easier To choose sampling method.Emy (class E) 2. we can give the purpose easier and quicker. Nguyen Thi Mai Anh.Lindsey (class E) 5. Vu Thi Lan Huong.Jane (class E) 3. and tips of our lecture. Phung Thi Mai Huong.Alexis (class E) Nobody was absent in the meeting. Bui Thi Thu Trang. The meeting¶s purpose was completed task 1 of BDM assignment 1 Firstly.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 7th meeting of Clover group was held at Banking Academy ITP room B1 last Tuesday. Le Thi Thanh Hoa.Lillian (class F) 6. After that. then we can choose and explain reason why we choose that sampling Because we divide our questionnaire to 5 small parts which talk about each of matter of Language Link. Conflict when we choose the sampling method Solutions applied to the problems 105 . we read course book again. choose sampling method. we need to prepare a plan. Based on the questions. 4 May 2010 at exactly five thirty o¶clock in the afternoon. we review the scenario and the requirement of task 1. and give purpose of questionnaire Because of we did questionnaire before write this plan. Problems encountered 1.

Collected data from survey and count frequency distribution.1. Next plan to do 1. After asking lecture and tutor. The meeting was adjourned at exactly seven o¶clock in the afternoon Prepared by: Noted and approved by Michelle Mrs. Mary Esmenda 106 . we will solve this conflict and choose best sampling method for our survey.

Vu Thi Lan Huong. we sometimes might count wrongly 2. Next plan to do 107 . Problems encountered 1. We only did 3/4 the data and draw table Solutions applied to the problems 1. Members who attended the meeting are as follows 1. there were two people in a group to check if the results were the right answers. Nguyen Thi Mai Anh.Alexis (class E) Nobody was absent in the meeting. Jane and Michelle guide that we can use Excel to help count faster.Jane (class E) 3. Lillian and Alexis thought we need to count frequency distribution manually.Michelle (class E) 4. In the beginning. 2. With the data we collected from 3 branches. from our friend or relative. We created 3 small groups. Le Thi Hoai Tho. Le Thi Thanh Hoa. However.Emy (class E) 2.Lillian (class F) 6. There are many data from 100 respondents. The meeting¶s purpose was count frequency distribution. All members calculated all the data of 100 respondents again before drawing the table. 8 May 2010 at exactly two o¶clock in the afternoon.Lindsey (class E) 5. we began to count frequency distribution.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 8th meeting of Clover group was held at Emy¶s house last Tuesday. Bui Thi Thu Trang. Then we can draw table from these data. Phung Thi Mai Huong.

1. We will complete the rest of it and fix the format. The meeting was adjourned at exactly 5 o¶clock in the afternoon. Prepared by: Michelle Noted and approved by Mrs. Mary Esmenda

108

MINUTES OF THE MEETING BUSINESS DECISION MAKING
Minutes of the 9th meeting of Clover group was held at Emi¶s house, 9 May 2010 at exactly 8h30¶ in the morning. Members who attended the meeting are as follows 7. Nguyen Thi Mai Anh- Emy (class E) 8. Le Thi Hoai Tho- Jane (class E) 9. Vu Thi Lan Huong- Michelle (class E) 10. Bui Thi Thu Trang- Lindsey (class E) 11. Le Thi Thanh Hoa- Lillian (class F) 12. Phung Thi Mai Huong- Alexis (class E) Nobody was absent in the meeting. The meeting¶s purpose was to collect the data from all members from the survey. We divided all six members to three groups with members were the ones who had collected the survey together in three different places: 24 Dai Co Viet, 80A Lang Ha and 36 Cat Linh Road (Emi - Lindsey, Jane ± Michelle, Alexis ± Lillian). Each group summarized all data they had get from Language Link learners. Then we drew the formal table which included all the data from 100 respondents

Problems encountered 4. There are many data of all 26 questions from 100 respondents, we sometimes might calculate wrongly Solutions applied to the problems 1. We created 3 small groups; there were two people in a group to check if the results were the right answers. 2. All members calculated all the data of 100 respondents again before drawing the table. Next plan to do 3. We will learn all about cumulative and how to calculate by Excel or manually mean, mode, median, quartiles, etc and draw ogive based on our data.
109

The meeting was adjourned at exactly 5 o¶clock in the afternoon. Prepared by: Michelle Noted and approved by Mrs. Mary Esmenda

110

We created 3 small groups.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 10th meeting of Clover group was held at Emi¶s house. so many results were calculated wrongly 6.Emy (class E) 14. Vu Thi Lan Huong. The meeting¶s purpose was to learn all about cumulative and how to calculate by Excel or manually mean. Nguyen Thi Mai Anh. etc and draw ogive based on our data.questions 8.Michelle (class E) 16. there were two people in a group to check if the results were the right answers. mode. Phung Thi Mai Huong. variance which had to be used in this research. 25 such as mean deviation. Le Thi Hoai Tho. Members had some difficult in drawing table by their own and present data in table like Clove group¶s formal table. Solutions applied to the problems 3. Nobody was absent in the meeting.Alexis (class E) 4. At first. We used a formal data in our teacher¶s instruction paper to calculate and draw ogive and graph in order to understand all steps. quartiles. we did not understand all the calculating part needed. Each person did all the calculation of 6 mark. 15 May 2010 at exactly 8h30¶ in the morning. Le Thi Thanh Hoa. Bui Thi Thu Trang. We used one final form in question 21 to practice. 111 . 14.Lindsey (class E) 17. 21. Only question 21 done by Michelle were calculated manually all Problems encountered 5.Jane (class E) 15. 4.Lillian (class F) 18. 23. median. Members who attended the meeting are as follows 13.

5. and the scatter graph method. The meeting was adjourned at exactly 5 o¶clock in the afternoon. we ask each other without hesitating. We will learn all about the correlation coefficient and how to calculate data used for that kind of questions. Next plan to do 1. Prepared by: Michelle Noted and approved by Mrs. If there are some difficulties in analyzing process. Mary Esmenda 112 .

Vu Thi Lan Huong. Bui Thi Thu Trang. At first. we did not understand all the calculating part needed. Le Thi Thanh Hoa. Each person did all the calculation of 7 questions 8.Lillian (class F) 24. 21 ± 26. 23.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 11th meeting of Clover group was held at Emi¶s house. Le Thi Hoai Tho.Michelle (class E) 22. 14. Nobody was absent in the meeting. 113 . and the scatter graph method. We used a formal data in our teacher¶s instruction paper to calculate and draw scatter graph in order to understand all steps.Emy (class E) 20. there are sometime other members misunderstood them Solutions applied to the problems 6. Members had some difficult in drawing table by their own and present data in table like Clove group¶s formal table and how to analyzing the data 9. Problems encountered 7.Lindsey (class E) 23.Jane (class E) 21. The meeting¶s purpose was to learn all about the correlation coefficient and how to calculate data used for that kind of questions. there were two people in a group to check if the results were the right answers. We also had some problems in expressing ideas to other members. so many results were calculated wrongly 8. and 25 ± 26. 25.Alexis (class E) 2. 23 ± 26. 23 ± 25. 21. Nguyen Thi Mai Anh. Phung Thi Mai Huong. We created 3 small groups. Members who attended the meeting are as follows 19. 26 for analyzing 6 correlations of the two questions: 8 ± 26. 14 ± 26. 16 May 2010 at exactly 8h30¶ in the morning.

Next plan to do 1. we ask each other without hesitating. We will finish all the correlation analysis and suggest some recommends for Language Link in each analysis. We used one final form in paper which analyzed the correlation between 21 and 26 to practice. Prepared by: Michelle Noted and approved by Mrs. Mary Esmenda 114 . If there are some difficulties in analyzing process. 8.7. The meeting was adjourned at exactly 5 o¶clock in the afternoon.

30 in the morning. Nguyen Thi Mai Anh.Emy (class E) 26. Next plan to do 3. Mary Esmenda 115 . We finished all the analysis process All members checked all the result and analyzing paragraphs again to get the right result Problems encountered 10.Michelle (class E) 28.Jane (class E) 27. Bui Thi Thu Trang. Vu Thi Lan Huong. Le Thi Thanh Hoa.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 12th meeting of Clover group was held at Banking Academy ITP room 501. there are sometime other members misunderstood them Solutions applied to the problems 9. If there are some difficulties in analyzing process.Lillian (class F) 30. Members who attended the meeting are as follows 25. 18 May 2010 at exactly 7h30¶ in the morning. We also had some problems in expressing ideas to other members. Nobody was absent in the meeting. Phung Thi Mai Huong. All of us asked some questions and gave necessary comments to member to analyzing the data betters 10. We learn all about how to analyze data based on ogive graphs The meeting was adjourned at exactly 11.Lindsey (class E) 29. we ask each other without hesitating. Prepared by: Michelle Noted and approved by Mrs.Alexis (class E) 2. Members had some difficult in showing their ideas in the analyzing paragraph 11. The meeting¶s purpose was to finish all the correlation analysis and suggest some recommends for Language Link in each analysis. Le Thi Hoai Tho.

Mary Esmenda 116 .30 in the morning. we ask each other without hesitating.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 13th meeting of Clover group was held at Banking Academy ITP room 501. Nguyen Thi Mai Anh. Vu Thi Lan Huong. All of us asked some questions and gave necessary comments to member to analyzing the data betters 12.Emy (class E) 32. Fix all errors in task 1 and crate a formal form for task 1 The meeting was adjourned at exactly 11. All members checked all the result and analyzing paragraphs again to get the right result Problems encountered 12. Members who attended the meeting are as follows 31. Prepared by: Michelle Noted and approved by Mrs. Le Thi Thanh Hoa.Lillian (class F) 36.Jane (class E) 33.Michelle (class E) 34. Le Thi Hoai Tho. Phung Thi Mai Huong.Alexis (class E) 3. Members had some difficult in showing their ideas in the analyzing paragraph 13.Lindsey (class E) 35. We also had some problems in expressing ideas to other members. If there are some difficulties in analyzing process. Bui Thi Thu Trang. Next plan to do 4. 20 May 2010 at exactly 7h30¶ in the morning. Nobody was absent in the meeting. there are sometime other members misunderstood them Solutions applied to the problems 11. The meeting¶s purpose was to know how to analyze data based on ogive graphs We finished all the analysis process as well as recommends for each analysis paragraphs.

The meeting¶s purpose was to fix all errors in task 1 and create a formal form for task 1 based on Professor Mary¶s comments. We also had some problems in expressing ideas to other members. 22 May 2010 at exactly 8h30¶ in the morning. Nobody was absent in the meeting. Fix all wrong answers in task 2. A member typed all the ideas in a Microsoft word file in formal way. and 3 about correlation after receiving Profession Mary¶s comment paper on task 2 and 3. Vu Thi Lan Huong. Le Thi Thanh Hoa. The meeting was adjourned at exactly 3 o¶ clock in the afternoon. there are sometime other members misunderstood them Solutions applied to the problems 13. Phung Thi Mai Huong. Mary Esmenda 117 . Bui Thi Thu Trang.Emy (class E) 38. 14. All members checked grammar and all the ideas again.Lillian (class F) 42. Members who attended the meeting are as follows 37. we ask each other without hesitating. All of us asked some questions and gave necessary comments.Alexis (class E) 5.Lindsey (class E) 41. If we do not understand about ideas process. 15. th Problems encountered 14. Prepared by: Michelle Noted and approved by Mrs. we read all the comments suggested by Professor Mary and thought come ideas based on the comments. Next plan to do 6. Nguyen Thi Mai Anh. Firstly.Jane (class E) 39.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 14 meeting of Clover group was held at Emi¶s house. Le Thi Hoai Tho.Michelle (class E) 40.

Mary¶s instruction. If we do not understand about ideas process. Firstly. Phung Thi Mai Huong.Lillian (class F) 48.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 15th meeting of Clover group was held at Emi¶s house at exactly 8h30¶ in the morning on 23 May. All of us asked some questions and gave necessary comments. Problems encountered 15. Secondly. Solutions applied to the problems 16. and 3 about correlation after receiving Profession Mary¶s comment paper on task 2 and 3. Next plan to do 118 . some results were not correct because of mistaking in calculating process. Bui Thi Thu Trang. we calculated correlation coefficient (r2) of six correlations and analyze them. Vu Thi Lan Huong.Lindsey (class E) 47. Nobody was absent in the meeting.Jane (class E) 45. Sometimes. we drew the entire scatter graph again based on Mrs. Members who attended the meeting are as follows 43. Thirdly. Le Thi Thanh Hoa. Nguyen Thi Mai Anh. The meeting¶s purpose was to fix all wrong answers in task 2. Lastly. 18. 17. we read all the comments suggested by Professor Mary and thought come ideas based on the comments. Le Thi Hoai Tho. a member typed all the ideas in a Microsoft word file in formal way.Michelle (class E) 46. We also had some problems in expressing ideas to other members.Alexis (class E) 7. 2010. All members checked grammar and all calculating process together. we ask each other without hesitating.Emy (class E) 44. there are sometime other members misunderstood them 16.

Prepared by: Jane Noted and approved by Mrs. We will write introduction.8. and correct the structure of the whole report. The meeting was adjourned at exactly 5 o¶clock in the afternoon. executive summary. Mary Esmenda 119 .

there are sometime other members misunderstood them. Solutions applied to the problems 19. Nguyen Thi Mai Anh. All members corrected the structure of the whole report together. Nobody was absent in the meeting. 20. All of us asked some questions and gave necessary comments in structure form of the whole report.Emy (class E) 50. We read all Professor Mary¶s instructor paper about this part and tutor¶s instructor.Jane (class E) 51. 2010.Alexis (class E) 9.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the 16th meeting of Clover group was held at Banking Academy ITP room 501 at exactly 7h30¶ in the morning on 24 May. Members who attended the meeting are as follows 49.Michelle (class E) 52.Lillian (class F) 54. Phung Thi Mai Huong. All members checked grammar of the report and introduction and executive summary together to prevent misunderstanding for viewers. The meeting¶s purpose was to write introduction. Problems encountered 17. and correct the structure of the whole report. 21. Vu Thi Lan Huong. Bui Thi Thu Trang. Le Thi Hoai Tho. Le Thi Thanh Hoa. we ask each other without hesitating. We also had some problems in expressing ideas to other members. If we do not understand about ideas process. Next plan to do 120 . executive summary. Two members typed all the ideas in a Microsoft word file in formal way for introduction and executive summary.Lindsey (class E) 53.

30 in the morning. 21. 14. We will write brief conclusion and recommendations of the whole report.10. Prepared by: Michelle Noted and approved by Mrs. The meeting was adjourned at exactly 11. 26 connected to cumulative parts 11. 23. 25. Mary Esmenda 121 . We will revise all data and information about these questions 8.

We read the comments on our draft form for commutative part. there are sometime other members misunderstood them. Leader wrote the table of contents and all member summarized the reference lists of the report and write reference part.Emy (class E) 56. Vu Thi Lan Huong. Phung Thi Mai Huong. Le Thi Hoai Tho. Le Thi Thanh Hoa. Two members typed all the ideas in a Microsoft word file in formal way for recommendation and conclusion. Nobody was absent in the meeting.Lillian (class F) 60. 2010. Problems encountered 18.Jane (class E) 57. 23. 25. Members who attended the meeting are as follows 55. 26 connected to cumulative parts and write brief conclusion and recommendations of the whole report as well as the table of contents and the reference lists. We read all Professor Mary¶s instructor paper about cumulative and tutor¶s instructor again.Michelle (class E) 58.Alexis (class E) 12. 2010. We also had some problems in expressing ideas to other members.Lindsey (class E) 59. Bui Thi Thu Trang. Nguyen Thi Mai Anh. 122 . The meeting¶s purpose was to revise all data and information about these questions 8.MINUTES OF THE MEETING BUSINESS DECISION MAKING Minutes of the final meeting of Clover group was held at Banking Academy ITP room 501 at exactly 7h30¶ in the morning on 25 May. 14. All members corrected the grammar and the structure of the whole report together again with all the items which we had finish on 25 May. 21.

Prepared by: Michelle Noted and approved by Mrs. All members checked grammar of the report to prevent misunderstanding for viewers. The meeting was adjourned at exactly 11. we ask each other without hesitating.Solutions applied to the problems 22. All of us asked some questions and gave necessary comments in structure form of the whole report. 24. 23.30 in the morning. If we do not understand about ideas process. Mary Esmenda 123 .

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