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CAC YEU TO ANH Hl/OfNG DEN Si/ HAI LONG CUA HOC VIEN VE CHAT Ll/dNG DICH VU
DAO TAO LAI XE O TO HANG B2 TAI TRUNG TAM DAY NGHE GIAO THONG VAN TAI VlfeN DONG
• N G U Y I N VAN THANG - PH^M HlJU THANH NHA
TOM TAT:
Muc tieu eua nghien effu la cic yeu Id' anh hffdng den sff hai Idng cua hgc vien ve chat Iffdng dich vu dao tao lai xe d Id hang B2 lai Trung tara Day nghe Giao thdng van lai Vidn Ddng (TTDN GTVT Vien Ddng) va tap trung vao 3 muc tieu chu yd'u, gdm: (i) Xic dinh cac ye'u Id' anh hffdng den sff hai long eua hgc vien dd'i vdi cha't Iffdng dieh vu dao tao lai xe d td B2 tai TTDN GTVT Vidn Ddng; (ii) Danh gia mffc dd tac dgng dd'n sff hai long cua hgc vien dd'i vdi chat Iffdng dich vu dao tao lai xe d td B2 tai TTDN GTVT Vien Ddng; (iii) De xua'l ham y qudn tri nham giup nha quan in eai thien eha'l Iffdng dieh vu dao tao lai xe d td B2 tai TTDN GTVT Vien Ddng de nang cao sff hai Idng eua hgc vien tai Trung tam.
Tuf khda: Sif hai long, chS't Iffdng dich vu, dao tao lai xe.
1. Dat va'n de
Ciing vdi siT phat tridn manh me cua ndn kmh td' va chat Iffdng cudc sd'ng ngffdi dan trong nhffng nam gan day, nhu cKu lieu thu va sff dung xe d Id cung ngay cang tang, ddng thdi nhu eau ve hgc lai xe d td la mdt ye'u td tat yeu.
Dffdi ap lffc sd^ ngffdi hgc lai xe tang cao, nhin chung cdng tae dao lao lai xe d nffdc ta dang EbiJc hien ngay eang chat che, tbeo hffdng tang cffdng traeh nhiem, dam bao sff thd'ng nha't, edng khai, minh bach; qua do da nang eao cha't Iffdng dao tao lai xe, cae cd sd dao tao lai xe d td, md Id da dffdc dau Iff, ddi mdi trang ihie'l bi day hgc, ngi dung, chffdng trinh dao tao dffdc x&y difng, dieu chinh dan phu hdp vdi thffc lidn va dffdc ap dung ihd'ng nha't trong loan qud'c; chat Iffdng bai giang, chat Iffdng cac bai kidm tra ngay eang dffdc lang cffdng bang viec dffa bai giang dien iff vao giang day va
kidm tra ly thuyd't tren may linh dffdc eai dat phan mem ciia Tong cue Dffdng bd Viel Nam.
Ben canh dd, nam 2018 la mdt egl md'c quan trong cua thj trffdng d td Viet Nam theo Id trinh cat giam thue' nhSp kha'u theo hiep dinh ATIGA cua ASEAN. Mae dii gia d td vln chffa giam dffdc mffc nhff ky vong ciia ngffdi lieu dung do rang budc cua Nghi dinh sd 116 va 125/2017/ND-CP, nhffng day la mdt ddng Iffe lo Idn cho thi irffdng d td Viet Nam, ddng thdi cung la cu huych eho thj trffdng dao tao lai xe d td trong giai doan 2018-2020.
2. Crf sd ly thuyet va mo hinh nghidn cii'u 2.1. Ccf sd ly thuye't
* Khdi niem ve dich vu
Dich VLi la edng viec phuc vu trffc tie'p cho nhffng nhu cau nhat dinh cua ,sd ddng, ed id ehffc va dffdc tra cdng. Khai niem ve dieh vu trong kinh le' hgc dffde hieu la nhffng thff tffdng Iff nhff hang hda
So 13-Thang 7/2019 111
lAPCHlCilNGTHIiaNIi
nhifng phi vStchSt, Ban chat eua dieh vu la sff cung ffng de dap ffng nhu cau, nhff: Dieh vu ngan hang, y te', khach san,... va mang lai ldi nhuan.
Theo Zeithaml va Britner (2000), "Dich vu la nhffng hanh vi, qua trinh, each thffc thffe hien mdt cdng vide nao do, nham tao gia tri sff dung eho khach hang lam thoa man nhu eau va mong ddi cua khach hang".
Theo Kotler va Armstrong (2004), "Dieh vu la nhffng hoat ddng hay ldi ich ma doanh nghidp cd the cd'ng hie'n cho khach hang nham thiet lap, ciing cd' va md rgng nhffng quan he va hdp tac lau dai cho khach hang"
* Chdt tUcfng dich vu
Theo Parasuraman va cgng sff (1988) chat Iffdng dich vu la "mffc do khac nhau giffa sff mong ddi cua ngffdi tieu dung ve dich vu va nhan ihffc eua hg ve ke'l qua eua djch vu".
Mac khac, theo lac gia Parasuraman, Zeithaml and Bery (1985) cha't Iffdng dich vu la: "Mffc dd dieh vu dap ffng hay vffdt qua mong ddi eua khach hang". Tffc la, cha't Iffdng dich vu la phai dap ffng hoae vffdt len tren yeu eau cua khach hang trong hien tai va tffdng lai, nd dffdc danh gia d mffc do hai Idng eua khach hang hay la sff hai long nhu cau cua khach hang ve djch vu.
Gronroos (1984), khang dinh rang eha't Iffdng dich vu ed 2 thanh phan rieng biet: phan ky thuat va phan chffc nang. Chat Iffdng ky thuat la cha't Iffdng cua nhffng thff thffc te' ngffdi sff dung nhan dffdc. Chat Iffdng chffc nang la eha't Iffdng the hidn qua eung each phuc vu khach hang cua nha eung cap dieh vu.
* ^M" hdi tdng cda khdeh hdng
Cd rS't nhidu khai niem khac nhau ve sff hai long cua khach hang. Theo (Parasuraman va ctg, 1988; Spreng va ctg, 1996) eho rang, sff hai long eua khach hang la phan ffng cua hg ve sff kbac biet cam nhan giffa kmh nghiem da bie't va sff mong ddi. NghTa la kinh nghiem da bid't cua khaeb hang khi sff dung dich vu va ket qua sau khi sff dung dich vii. Sff hai long ciia khach hang chinh la trang thai/cam nhan cua khach hang dd'i vdi nha cung ca'p dich vu sau khi da sff diing djch vij dd (Terrenee Levesque va Gordon H.G McDougall, 1996).
* Quan he chd't tucfng dich vu vd stf hdi long cua khach hdng
Cac nha kinh doanh Ihffdng eho rang eha't lifdng
dich vu va sff hk\ Idng cua khach hang la mdt, co the thay the cho nhau. Tuy nhien da cd nhieu nghien cffu dffdc tbffc hien va chffng minh rang chat Iffdng dich vu va sff hai long ciia khach hang la 2 khai niem hoan loan khac nhau. Sff bai long ciia khacb hang la mgt khai niem tdng quat, trong khi chat Iffdng dich vu chi tap trung vao cac nhSn td eua cha't Iffdng dieh vu (Zeithaml and Bitner, 2000).
2.2. Mo hinh nghien ctfu
Md hinh dd xuS't nghien cffu gdm 5 yd'u to': (1) Dd tin eay, (2) Kha nang dap ffng, (3) Sff dam bao, (4) Sff iha'u cam, (5) Cac ye'u td' hffu binh tac ddng den, (6) Sff hai long cua hgc vien ve eha'l lffdng dich vu dao tao lai xe d td hang B2 va dffdc md ta nhff sau:
Tff md hinh dd xua't eae gia thuye't vd md'i quan he giffa eae khai niem trong de lai nghien effu dffdc hinh thanh nhff sau:
Hinh 1: Mo hinh nghien c^u cac yS'u to anh hudng den sif hai long cua hoc vien ve chat tifdng dich vu ddo tao tai xe 6 to hang B2 tgi TTDN GTVT Viin Dong
Nguon: Ke't qud dieu tra nghiSn ciiu - H;- Do lin cdy duac hoc viin ddnh gid cdng cao thi stf hdi long cua hoc vien se cdng cao. Ndi mot cdch khdc. do tin cdy vd sU hdi long cd quon he cdng chieu.
- H2: Mtfc do ddp tfng duac hoc vien ddnh gid cdng cao thi stf hdi long ciia hoc vien se cdng cao.
Ndi mgt cdch khdc, stf ddp tfng vd su hai Idng ty ti thudn.
- Hj: Stf ddm bdo dUOc hoc vien ddnh gid cdng cao tht su hdi long cua hoc vien se cang cao. Noi mot cdch khdc, stf dam bdo vd su hdi long ty le thudn.
QUAll IRj-QUAN IV
- H^: Stf thdu cdm duac hoc vien ddnh gid cdng cao thi stf hdi tdng cua hgc vien se cdng cao. Ndi mot cdch khdc, stf cdm thdng vd stf hdi long ly le thudn.
- H^: Tinh htfu hinh duac hpc vien ddnh gid cdng cao thi stf hdi Idng cua hoc vien se cdng cao. Ndi mot cdch khdc, tinh htfu hinh vd stf hdi long ty le thudn.
3. MS ta diT li^u
* Mdu dieu tra:
Thu thap phie'u didu tra dd'i vdi khacb hang cd di mua sam lai sieu thi va bie't nhan hang neng tai sieu thi vdi phffdng phap lay mau thuan tien (phi xae sua't). Khao sal trffc tie'p vdi so' phie'u hdp le la 350 phie'u.
* Banh gid thang do:
Viec danh gia sd bd dd tin cay va gia tn cua thang do dffde ihife hien bSng phffdng phap he so' tin cay Cronbach's Alpha va phan lich nhan to' kham pha EFA thdng qua phan mdm xff ly SPSS 20 de sang Igc, loai bd eae bie'n quan sat khdng dap ffng tieu chuan dd lin eay trong do.
Cronbach's Alpha la phep kidm djnh Ihd'ng ke ve mffc do chat ehe cua tap hdp cac bid'n quan sat thdng qua he sd' Cronbach's Alpha. Theo Hoang Trgng va Chu Nguyen Mdng Nggc (2008) ciing nhidu nha nghien cffu ddng y r^ng khi he sd' Cronbach's Alpha cd gia tri Iff 0.8 trd len gan 1.0 la thang do lot iff 0.7 de'n 0.8 la sff diing dffde. Tuy nhien, theo Nguyen Dinh Tho (2011) de nghi he sd' Cronbach's Alpha tff 0.6 trd len la ed the sff dung dffdc. Ben canh he so' Cronbach's Alpha ngffdi ta cdn sff dung be so' lffdng quan bie'n long (ilerm - total correlation) va nhffng bie'n nao cd Iffdng quan bie'n long < 0.3 se bj loai bd.
Phan tich nhan td'kham pha (EFA) de xae dinh lai cac nhdm trong md hinh nghien cffu. Khi phan tich nhan to kham pha (EFA) can lffu y cae lieu chuan sau:
> Tieu chuan Bartlett va he so' KMO dung de danh gia sff thich hdp Ciia EFA. EFA dffdc goi la thich hdp khi: 0.5 < KMO < 1 va mffc y nghTa kidm dinb Sig < 0.05. Trifdng hdp KMO
< 0.5 thi nhan id cd kha nang khdng thich hdp vdi dff lieu.
Tieu chuan trich nhan td gdm chi sd Engenvalue (dai dien cho Iffdng bie'n thien dffdc giai thich bdi cac nhan to') va ehi so' Cumulative (long phffdng sai trich cho biet phan lieh nhan td giai thich dffdc bao nhieu % va bao nhieu % bi that thoat). Khi Engenvalue < 1 se khdng cd tae dung tdm lat thdng tm tot hdn bie'n gd'c (bie'n tiem an trong cac thang do irffde khi EFA). VI the', cac nhan to' chi dffdc nil trich lai Engenvalue > 1 va dffde cha'p nhan khi tdng phffdng sai trich > 50%.
> Tieu chuan be sd'tai nhan td'(Factor loadings) bieu thj tffdng quan ddn giffa cac bie'n vdi cac nhan id, diJng de danh gia mffc y nghia cua EFA. Factor loading > 0.3 dffdc xem la dat mffc td'i thidu. Factor loading > 0.4 dffdc xem la quan trong. Factor loading > 0.5 dffde xem la ed y nghia thffc lien.
Trffdng hdp chgn lieu chuan Factor loading > 0.3 thi cd mlu it nha'l phai la 350, nd'u cd mau khoang 100 tbi ndn chon tieu chuan Factor loading > 0.55, nd'u cd mau khoang 50 Ihi Factor loading > 0 75.
Ngoai ra, tac gia sff dung phep trich nhan td' Principal Component Analysis vdi phep xoay vudng gdc Varimax va didm dffng kbi irich nhan Id'Eigenvalue >1.
* Kiem dinh md hinh nghien ctfu:
Sff dung phffdng phap hdi quy. (Bang 1)
Bang 1. Thong ke nhan khau hoc Loai nhom
Gidi tfnh Nam NO DO Tuoi 18-26 26-35 36^5 Tren 45 Trinh do hoc van Phd thong trci xuong Trung cap Cao dang, Oai hoc Tren Oai hoc
Ky hieu GIOiTiNH
1 2 DOTUOI
1 2 3 4 TRINHDO
1 2 3 4
So iLfCng 312 285 27 312 95 113 73 31 312 90 98 104 20
Ty trong 100%
91.3%
8 7%
100%
30.4%
36.2%
23.4%
9.9%
100%
28 8%
31 4%
33.3%
6 4%
Ngudn: Kit qud dieu tra nghien cifu
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IAP CHl CONG IHUUNE
4. Ke't qua nghidn cu'u
* Kiem dinh thang do bdng Cronbach's Anpha Dffa vao he so tffdng quan bie'n long, cd 2 bie'n quan sal bi loai bd do khdng dal dieu kien Idn hdn 0,3 la bie'n DU3 va DBd. Kel qua phan tich Cronbach's Alpha ciia thang do dffdc trinh bay trong Bang 2.
Bdng 2. Ket qua ddnh gid c d c thang d o bdng Cronbach's Alpha Do tin cay (TC): Cronbach's Alpha = 0.871 Kha nang dap ting (DU): Cronbach's Alpha = 0.803 SL( dam bao (DB): Cronbach's Alpha = 0.911 Su thau cam (DC): Cronbachs Alpha - 0.942 Cac yeu td hOu hinh (HH). Cronbach's Alpha = 0.870 Sil hai Idng ciia hgc vien (SHL):
Cronbach's Alpha = 0.751
Ngudn: Kit qud dieu tra nghien cdu
* Phdn tich nhdn td khdm phd EFA Khi phan lieh EFA vdi thang do cac yeu id, tae gia sff dung phffdng phap tiicb Principal Component Analysis vdi phep xoay vudng gdc Varimax va diem dffng trich cac yeu td cd Eigenvalue >1.
Ke'l qua phan tich nhan to' kham pha (EFA) cho he sd' KMO = 0.8494 thda 0.5 < KMO < 1, kiem dinh Bartlett ed Sig= 0.000 < 0.05, dieu nay cho tha'y dff lieu phan tich phCi hdp vdi EFA; 23 bie'n quan sal dffdc trich Ihanh 5 yd'u to'tai Eigenvalue
= 1.941 >1, tdng phffdng sai trich dffdc la 73.478%
> 50%. Cac bie'n quan sat deu cd be sdtai nhan td' Idn hdn 0.5 nen khdng cd bien nao hi loai bd ra khdi md hinh nghien cffu.
Sau khi phan tich EFA eua thang do "Sff hai long", ke't qua cho tha'y ca 4 bie'n quan sat kbdng cd bie'n nao bi loai. EFA phu hdp vdi bd so' KMO
= 0.656 > 0.5, long phffdng sai trich = 58.649%
(> 50%) eae bien quan sated be sd'tai nhan to'dao ddng tff 0.518 de'n 0.896 (>0.5) va mffc y nghia Sig.=0.000. Lenh nhdm trung binh dffdc sff dung dd nhdm 4 bien (SHLl, SHL2, SHL3, SHL4) ky hieu la SHL. Phan tich nhan td'kham pha (EFA) eho tha'y ta't ca thang do ddu dat yeu cau.
* Phdn tich md hinh hoi quy
Trong md hinh nay R- = 0.584 (Bang 4.11). He sd R2 hieu ehinh (Adjusted R-square) bang 0.577
cd nghia la md hinh hoi quy myen tinh da xay dffng phii hdp vdi tap dff lieu de'n 57.7%, hay la md hinh da giai thich dffdc 57.7% quan sal trong bd dff lieu long the. edn lai 42.3% dffde giai ihich bang cac ye'u td'khac. Nhff vay, md binh nghien cffu la phii hdp. Ke'l qua cung cho tha'y rang, R- dieu chinh nho hdn R- dung nd dd danh gia mffc do phii bdp eua md hinh nghien cffu se an toan hdn vi nd khdng thdi phdng mffc dd pbii hdp cua md hinh.
He sd Durbin-Watson la 1.963 (1 < 1.963 < 3), vi vay cd the ke'l luan la khdng cd sff tffdng quan chudi bac 1 trong md hinh, md hinh khdng bi vi pham khi sff dung phffdng phap hdi quy tuye'n tinh bdi (Bang 3).
^Kiem dinh dg phu hap cua mo hinh Tidp tuc xem ke'l qua phan tich ANOVA vdi mffc y nghia he sd'Sig. bang 0.445> 0.05. Nhff vay cd the ket luan rang giffa cac nhdm dd tudi khdng cd sff khac nhau ve sff hai long cua hoc vien ve eha'l Iffdng dich vu dao lao lai xe d td hang B2.
Dieu nay hoan toan phu hdp vdi tbffc te vi viec hgc lai xe d id khdng gianh neng eho nhdm do tudi nao he't.
Tai Bang 4 ke't qua phan lich hdi quy ta thay tat ca cac ye'u to cho nghia thd'ng kd d mffc 5%
(Sig. < 0.05), nhff vay ea 5 ye'u to' nay deu dffdc chap nhan.
He sd'bdi quy dffdc the Men dffdi bai dang: (1) Chffa chuan hda (Unstandardlzed) va (2) Chuan hda (Standardized). Vi he sd'hdi quy chffa chuan hda (B), gia in ciia nd phu Ihugc vao thang do cho nen chiing la khdng the diing chung dd so sdnh mffc do anh hffdng cua eae bie'n ddc lap vao bien phu thudc trong ciing mdt md binh dffdc. He sd'hdi quy chuan hda (Bela, ky hieu p) la he sd'chung ta da chuan hda eae bie'n. Vi vay, ehiing dffde dung de so sanh mffc do anh hffdng cua cac bie'n dgc lap vao bie'n phu thudc. Bie'n ddc lap nao cd trgng so' nay cang Idn cd nghia la bien dd ed anh hffdng eang manh vao bie'n phu thudc.
Nhff vay, phffdng trinb hdi quy bdi dffdc trich theo he so' hdi quy da chuan hda (Standardized) cd dang nhff sau:
SHL = 0.122*TC + 0.233*DU -i- 0.432*DB + 0.290*DC + 0.210*HH
Hay dffdi dang he sd' hdi quy chffa chuan hda (Unstandardlzed):
SHL = 0.055 -(- 0.104*TC + 0.172*DU + 0.340*DB + 0.234*DC + 0.15PHH
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Bang 3. Chi tieu ddnh gid dp phu hdp cua mo hinh
Model Summary Mo hlnh
1 R 0.764a
R' 0 584
R' hi$u chinh 0 577
Sai so chuan ciJa udc lugng 0 28684
H I so Durbin-Watson 1963 a. DU bao: (Hang so), HH, DU, DB, TC, DC
b. Bien phu fhuoc' SHL
Nguon: Ket qud dieu tra nghien ctfu Bdng 4. Ket qud phdn tich hoi quy bdng phiJcfng phdp Enter
1 Mo hlnh
(Hang so) TC DU DB DC HH
Hg s^chua chuan hoa B
0.056 0.104 0.172 0.340 0.234 0 151
0$ l$ch chuan 0.187 0 033 0.028 0.030 0.032 0 027
H$ so chuan hoa Beta
0.122 0.233 0.432 0.290 0.210
Kiem djnh t 0.292 3.123 6.151 11.264 7.289 5.476
Kiem d|nh Sig 0.770 0 002 0.000 0.000 0.000 0.000
Oa c0ng tuyen Dung sai
0.896 0.950 0.925 0.859 0 928
ViF
1 115 1.052 1.081 1 164 1.077 Bien phu tiiuoc SHL
Qua phffdng trinh hdi quy da eho tha'y sff hai long cua hgc vien ve chat Iffdng dicb vu dao tao lai xe d td hang B2 lai Trung tam day nghd GTVT Vien Ddng chiu anh hffdng cung chieu (dffdng) eua ca 5 ye'u id'sau: (l)Dd tin cay (TC), (2) Kha nang dap ffng (DU), (3) Sff dam bao (DB), (4) Si/ thau cam (DC), (5) Cac yd'u td bffu hinh (HH).
* Kiem dinh gid thuye't
Gia thuye't//;: Can eff vao ke't qua phan tich hdi quy bdi, ta thS'y he sd p = 0.104 eting mffc y nghia Sig.= 0.002 < 0.0, tffc la Do tin cay cd tac ddng eiing chieu (tae dgng dffdng) ldi Sff hai long eua hgc vien ve eha'l Iffdng dich vii dao tao lai xe d td hang B2 tai Trung tam day nghe GTVT Vidn Ddng. Cbinb vi the, gia thuye'l nay dffdc chap nhan.
Gia thuye't H2: Ta thay he sd [i = 0.172 cung mffc y nghia Sig.= 0.000 < 0 0, tffc la Kha nang dap ffng cd tae ddng ciing ehidu (tac dgng dffdng) tdi Sff hai Idng cua hoe vien, gia thuye't nay dffdc chap nhan.
Gia thuye't H^: Ta tha'y he sd p - 0.340 eiing mffc y nghia Sig.= 0.000 < 0.0, lffc la Sff dam bao cd tac ddng eung ehidu (lac ddng dffdng) tdi Sff hai Idng eua hgc vien, gia thuye'l nay dffdc chap nhan.
Nguon • Tdc gid lU long hop
Gia thuyet Hf. Ta ihay he sd p = 0.234 cung mffc y nghia Sig.= 0.000 < 0.0, tffc la Sff thau cam cung ed tac ddng ciing chieu (tac ddng dffdng) tdi Sff hai long ciia hoc vien, gia thuye'l nay dffdc chap nban.
Gia thuydt Hf. Ta tha'y he sd p ^ 0.151 cung mffc y nghTa Sig.= 0.000 < 0.0, tffc la S\i thau cam cung cd tac ddng cung chieu (tac dgng dffdng) tdi Sff bai long cua hoc vien, gia thuyet nay dffdc chS'p nhan.
Ke't luSn: Nghien cffu da xac dinh dffdc 5 yeu to anh hffdng eung chidu (dffdng) de'n sff hai Idng eua hoc vien vd chat Iffdng dich vu dao tao lai xe d td hang B2 lai TTDN GTVT Viln Ddng, yeu td Sff dam bao cd anh hffdng manh nha't, lie'p theo la Sff thau cam, Kha nang dap ffng, Cac ye'u td hffu hinh va cud'i Cling la ye'u id Dd lin cay.
5. Ket luan va ham y chinh sach Thtf nhdt, yeu td sff dam bao cd lac ddng Idn nha't de'n sff hai long cua hgc vien da cho thay hoc vien danh gia rat cao thai do va trinh dd cua CB- GV-NV. Cbinb vi vay, Trung tam can chu y bdi dffdng nang cao kie'n thffe, tnnh dd chuyen mdn nghiep vu cua nhan vidn, huS'n luyen nhan vien ed
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TAP CHl CONG IHiriNG
tac phong lam viec nhanh nhen, tien tid'n va mang tinh chuyen nghiep. Ddng thdi xay dffng Ke hoach hgc ly thuye'l, cung nhff thffc hanh phai linh hoai theo tffng dd'i Iffdng hgc vien nhffng tuyet ddi dam bao dung ndi dung va chffdng trinh dao tao cua Cue Dffdng bd ban hanh, giam thieu td'i da tinh trang bS't can dd'l va cac hanh vi tieu cffc trong qua trinb hgc tff phia hgc vien va giang vien cua trffdng.
Thtf hai, tang cffdng tim hieu ndm ba't nhu cau va nguydn vgng cua hgc vidn, tff dd xay dffng nen cac lieu chuan chat Iffdng dich vu nham nang eao kha nang dap ffng eua Trung tam. Nha trffdng ed' gang tao mgi dieu kien thuan ldi cho hoc vien dffdc dang ky them thdi gian dn luyen tai trung tam sal bach trffdc khi vao thi d^m bao hoan thien ky nang lai trong hinh cua hgc vien.
Thtf ba. day manh dau tff va sff dung ed hieu qua ed sd vat chat, san bai tap lai, phffdng lien tap lai, dac biet la dau iff phffdng lien lap lai cd chat Iffdng eao, sffa chffa, bao dffdng ihffdng
xuyen va duy tri he thdng xe lap lai hien cd dam bao cha't Iffdng td't de phuc vu edng tac giang day.
Dau tff them ve mat phffdng lien hffu hinh chinh la tien de de cd the md rgng, gia tang lffc Iffdng dao lao lai xe trong iffdng lai. Ben canh dd, viec danh gia sff hai long cua hgc vien ihffdng la dffa iren nhffng cam nhan ve cha't Iffdng dich vu va chu yeu thdng qua sff giao tie'p, tie'p xuc eua hoc vien vdi can bd, giao vien ciia irffdng. Vi vSy, vide nang cao lac phong, hanh xff cua can bd, giao vien eung la mdt ye'u id' then chd't mang lai sff hai long cua khach hang.
Thtf lU, nha trffdng phai nd Iffe tbiic hien cac cam ke't da dal ra eua minh dd'i vdi hoc vien. Yeu td' Do lin cay trong md hinh cd tam quan trong tha'p nha'l dd'i vdi sff hai long cua hoc vien, dieu nay cho tha'y Trung tam chffa thffc hien td't d khoan nay.
Ngoai ra, eac thdng tin lien quan can phai difdc thdng biio de'n hgc vien mgt each kip ihdi va chinh xac, ddng thdi phai dam bao linh bao mat thong tin ca nhan cua hoc vidn •
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QUAN IRI-quANiy
Ngay nh»n bai; 19/6/2019
Ngay phan bi$n danh gia va sia chBa: 29/6/2019 Ngay chap nhSn dang bai: 9/7/2019
Thdng lin tdc gid:
l.ThS. NGUYEN VAN THANG
Trtfcfng Dai lioc Giao thong yka tai thanh phfi'Ho Chi Minh 2. ThS. PHAIVI Htfu THANH NHA
Trrf€(ng Dai hoc Tai ngny^n - iMoi trifoing thanh pho H 6 Chi Minh
FACTORS AFFECTING THE SATISFACTION OF LEARNERS WITH THE QUALITY OF B2 DRIVING TRAINING SERVICE AT THE VIEN DONG VOCATIONAL
TRANSPORT TRAINING CENTER
• Master. NGUYEN VAN THANG HoChiMinliCity University of Transport
• Master. PHAM HUU THANH NHA Ho CH Mmh City University of Noturoi Resources and Environment
ABSTRACT:
This study is to analyze factors affecting the satisfaction of learners with the quality of B2 driving training service at the Vien Dong Vocational Transport Training Center. This study focuses on three main objectives: (i) Determining the factors affecting the satisfaction of students with the quality of B2 driving training services at Vien Dong Vocational Transport Training Center, (ii) Assessing the impact level of each factor on the satisfaction of learners with the quality of B2 driving training services at the center; (iii) Proposing governance implications to help managers improve the quality of B2 car driver training services at the center to improve the satisfaction of learners.
Keywords: Satisfaction, quality of service, driving training.
So 13-Thang 7/2019 117
