A Study On Consumer Satisfaction In Distance English Language Education

In this study, it was aimed to determine how consumers who receive distance education services evaluate this education and to determine the factors and expectations that enable individuals to turn to distance education. In this context, by determining the effects of distance education quality, perceived benefit, perceived convenience and advantage on consumer satisfaction, it is aimed to contribute to the marketing strategies that institutions will develop for distance education service. In the research, data from 403 users of an institution providing distance education in English were collected using a survey method; The data obtained was tested using the SPSS 20 package program. Research findings show that the quality characteristics (content quality, teacher quality, accessibility, and usability) of distance education positively affect the perceived benefit, perceived convenience and advantage. The perceived benefit from distance education and the perceived convenience and advantage also affect customer satisfaction positively. Accordingly, distance education service enterprises, which can improve the content quality, the quality of teachers and provide easy accessibility, also ensure the satisfaction of the buyers. In addition, it was concluded that the effects of the relevant variables on the satisfaction of users who receive distance education services differ on the basis of the demographic characteristics of the users