Studying the needs of students in English language teaching at an intermediate level in accordance with the SERVQUAL model - a qualitative study using the example of Chinese international students

with the global spread of English-Medium Instruction (EMI) educational programs, more and more Chinese students are choosing to pursue higher education in non-English-speaking countries through English-language programs. However, the scientific literature has not sufficiently studied the perception and assessment of the quality of educational services by such students in the context of transnational education. The present study, based on a student-centered approach, aims to examine the perceived quality of educational services among Chinese students enrolled in EMI programs in Moscow. The theoretical basis of the study was the SERVQUAL model, which included a thematic analysis of semi-formal interviews with Chinese undergraduates studying at one of the leading universities in Russia. The analysis covers five key aspects of the quality of educational services: material conditions, reliability, responsiveness, confidence (in the professionalism of teachers) and empathy. The data obtained showed that it was aspects such as responsiveness, confidence, and empathy that caused the greatest difficulties and dissatisfaction among students. The paper concludes that insufficient satisfaction of language needs and low institutional responsiveness significantly affect the overall perception of the quality of EMI programs. The results highlight the need to integrate language support and culturally oriented practices into the development and quality assurance of English-language educational programs, especially in a transnational context.

teaching in English, quality of education, SERVQUAL model, Chinese students abroad, qualitative research