Research on the Priority of Service Quality Index for Online English Teaching during the COVID-19 Pandemic: Dual Perspective

Online English education has become a very common way of educating and learning during the coronavirus pandemic. However, weight analysis index for service quality survey online industry remains research gap this period. Thus, implemented analytic network process (ANP) to analyse index, ranking teaching based on (SERVQUAL) questionnaire compare differences between dual perspectives providers consumers. Interestingly, found that dimension responsiveness was considered most important by providers. consumers deemed assurance be significant. Meanwhile, study discovered paid more attention reassurance safety when they faced problems transaction procedures In addition, dimensions utilised evaluate are similar whether in COVID-19 epidemic or prior it certain reference value evaluating through use weights SERVQUAL scale Finally, findings revealed indicators, thereby providing suggestions maintaining good within