International Journal of Economics, Commerce and Management United Kingdom Vol. IV, Issue 3, March 2016 Licensed under Creative Common Page 286 http://ijecm.co.uk/ ISSN 2348 0386 FACTORS AFFECTING LEARNERS’ SATISFACTION TOWARDS QUALITY OF ENGLISH CERTIFICATION TRAINING SERVICES IN VIETNAM: A CASE STUDY IN HO CHI MINH CITY, VIETNAM Tran Phi Hoang Industrial University of Ho Chi Minh City, Vietnam tranphihoang@iuh.edu.vn Bui Quoc Trong Rubber Industrial College, Binh Phuoc, Vietnam Nguyen Kim Tuan Foreign Trade University, Ho Chi Minh City Campus, Vietnam Le Hong Linh Foreign Trade University, Ho Chi Minh City Campus, Vietnam Abstract The study was conducted to analyze the factors affecting learners’ satisfaction towards quality of English Certification Training services in Vietnam. Qualitative and quantitative research methods in combination were selected to survey 566 learners using 47 observed variables to determine influential factors of the service quality. The study results revealed 5 factorial groups that proved to have impact on learners’ satisfaction: (1) Competence, (2) Tangibles, (3) Empathy, (4) Responsiveness, and (5) Reliability. The objects of the findings are as follows: firstly, to identify the factors that affect learners’ satisfaction towards service quality of English Certification Training; secondly, to determine the order or ranking of factors explored from most to least influential level; and thirdly, to propose solutions for enhancing learners’ satisfaction toward the service quality in the future. Keywords: Learners’ Satisfaction, Customer’ Satisfaction, English Certification Training Services, Service Quality, Training Service Quality