Ranking of Service Quality Index and Solutions for Online English Teaching in the Post-COVID-19 Crisis

Abstract

Online English teaching remains prevalent post-pandemic, yet there is a significant research gap in assessing service quality during this period. Thus, this study employs a hybrid FANP and GRA method to evaluate critical factors sustaining high service quality in online English teaching in the post-coronavirus era. The FANP model highlights key contributors like professional employees, trustworthy staff, flexible transaction times, and a secure transaction environment. In contrast, GRA identifies personnel quality, responsiveness to customer needs, and a secure transaction mechanism as top factors. Individual customer needs and service facilities are of less importance in both models. This study’s primary contribution is proposing an integrated FANP and GRA approach to rank potential solutions for online English teaching service quality in the post-COVID-19 fuzzy context. The findings guide the online English teaching industry in maintaining service quality in future similar scenarios.

Keywords

• online English teaching
• service quality
• fuzzy analytic network process (FANP)
• grey rational analysis (GRA)
• multi-criteria decision-making (MCDM)