Student Assessment of Service Quality in the Organization of Foreign Language Exams and Certification at the University of Labor and Social Affairs

Abstract

The article has provided an overview of the regulations on foreign language output standards of the Ministry of Education and Training, English output standards and supporting activities in organizing English exams and certificates at the University of Labor and Social Affairs. To accomplish the set research objectives, the authors used quantitative research methods with a sample size of 385 students who participated in the exam and received English certificates. The survey data were included in statistical analysis and multivariate regression. The analysis results show that the service activities in the organization of exams and certification of output standards are highly appreciated by students. All observed variables with the following contents: Exam organization plan, certification; Organize for students to register for the exam; Informing students about the exam schedule and time of the exam; Announcement of exam results and issuance of certificates to students both have a positive, positive impact on students' perceived quality. Especially, the activity of issuing certificates to students who meet the English output standards has the strongest impact. From the analysis results, we also found that the factors included in this study could only explain 27.6% of the dependent factors, which is perceived quality. Therefore, in future studies, we need to pay more attention to and evaluate factors that have the potential to influence such as gender, major, and number of years of schooling of students to better assess perceived quality.