K I E M O I N H T H A N C 00 KEOPERFIRONOBlSl CANH DKHVUGlAO BUC OAI HOC VltT NAM...
Kiem djnh thang do HEdPERF trong boi canh djch vu giao due dai hoc Viet Nam nghien cdfu thiic nghiem tai Trifdng Dai hoc Ngan hang Thanh pho Ho Chf Minh
Le Ngpc Thang"'
Ngay nhan bai 09/5/2016 I Bien tap xong: 02/01/2017 1 Duyet dang: 10/01/2017
TOM TAT; HEdPERF la mpt thang do chat lu'dng dich vu giao due dai hpc (CLDVGDOH) du'dc phat trien trong ITnh vu'c giao due tai Malaysia. Tuy nhien, ket qua phat tnen thang do cho thay, con mpt so diem can lam ro. Nghien cu'u nay hu'dng den viec dieu chinh thang do HEdPERF de ap dtjng tai Viet Nam.
Nghien ctjfu difdc thi/c hien thong qua phu'dng phap dinh ti'nh va dinh lu'dng, SLf dung quy trinh dieu chinh thang do ket hdp tiT de xuat cua Hinkin (2005) va Nguyen Dinh Tho (2011), ap dung cac phu'dng phap phan ti'ch Cronbach's Alpha, EFA, CFA, SEM, dUa tren dCif lieu t h u thap trong cac nam 2013, 2014 ttf Sinh vien cua TrUdng Oai hoc Ngan hang Thanh pho Ho Chi'Minh (BUH), Ket qua nghien ciJu cho thay, thang do HEdPERF dUdc dieu chinh gom nam thanh phan la chat IUdng hoat dong giang day, chat lu'dng chUdng trinh dao tao, chat It/dng p h u c v u giao dich hanh chinh va hoc vu, chat lu'dng c d s d vat chat, chat It/dng tien i'ch cong them.
TifKHOA: Chat lu'dng dich vu giao due dai hpc, HEdPERF, Tru'dng Dai hoc Ngan hang Thanh pho Ho Chi Minh, mo h'inh cau true.
1. Gidi thieu
Su phat tnen ngay cang cao ciia xa hpi loai nguii da khien nen kinh te chuyen minh manh me, tro thanh nen kinh te dtch vu (Fuchs, 1968).
Trong xu the do, giao due dai hpc ngay nay da dupc xem la mot loai hinh dich vu (Gruber va ctg, 2010).
Trong nen kinh te dich vii, canh tranh da tr6 thanh mpt cupc dua khoe liet gifla cac dpi thil. Trong canh tranh, chat lupng dich vii yeu kem se khien cac to chflc gap nhieu bat loi (Lovelpck va W'lrlz, 2011), trong khi viec
cai thien dfloc chat lupng dich vii c6 the giup cac to chflc gianh dflpc lpi the canh tranh, tpn tai va phat trien manh me (Parasuraman va ctg 1985). Vi vay, dpi vdi cac Ipai hinh dich vu nhu sieu thi, du lich, cham s6c sflc kh6e, y te. . cac nghien cflu ve ban chat vk each thflc do Ifldng chat Iflpng dich vu da dflpc quan tam
I" Le Ngpc ThSng - Tiucjng Oai hoc Ngan hang TP.HCM;
36 Ton That Dam, Quan 1, Tp. Ho Chi Minh; Email:
[email protected]. vn.
8 a UPCHCONGNGHENGANMANG I Thang01S02.2017 S6130S131
LENGOCTHANG
thuc hien (Webster. 1989). Trai vcfi cac linh viic dich vu khac, trong giao due dai hpc, do lUdng chat lil^ng dich vu van con la van de tiiong doi mdi {Sultan va Wong, 2010). Viec do liidng CLDVGDDH thiidng thong qua cac thang do diidc "vay miion" tii linh viic kinh doanh. Ket qua cac nghien cdu gan day cho thay sU can thiet phai phat trien cdng cu do lUdng tnic tiep trong boi canh dich vu giao due dai hpc thay vi vay miicfn tii linh viie dieh vu khac nhii trong thdi gian qua. Trong boi canh do, thang do HEdPERF diipe Abdullah (2006b) phat trien trong boi canh dieh vu giao due dai hpc tai Malaysia de do liidng CLDVGDDH. Tuy vay, cho den nay, van chiia cd nhieu nghien CLCU ap dung thang do nay trong cac boi canh giao due dai hpc khae nhau de gdp phan kiem chdng, dieu ehinh, khang dinh gia tri khoa hpc cua thang do. Do vay, nghien edu khoa hpc n h i m kiem tra lai thang do HEdPERF tai mpt quoc gia khac nhU Viet Nam de bo sung tri thdc khoa hpc ve cong cu do ladng CLDVGDDH, dong thdi xem xet nhCtng hieu ehinh can ed trong thang do goc de gidi thi^u mpt edng eu do liidng tot cho thUc tien quan tn dai hoe tai Viet Nam la can thiet. Bai bao nay gom cac phan ehinh nhU sau: (i) ctf sd ly thuyet vi phiiong phap nghien edu de Idem dinh lai thang do HEdPERF, (ii) ket qua nghien cdu va cac thao luan, (iii) ket luan.
2. Ctf sd ly thuyet va phUtfng phap nghien cuTu
2.1. Ctf sd ly thuyet ve do lUdng chat liitfng dich vu giao due dai hoc
Trong canh tranh kinh doanh, chat lUtfng dich \'u la yeu to quan trpng trong qua trinh ra quyet dinh tieu dung eua ngddi tieu thu (Cuthbert, 1996). Doi vdi dich vu giao due dai hpc, quan diem ngiidi hpc la ngiidi tieu thu ehinh da noi len manh me td thap nien 1960 va den nay da diipc cac nha nghien cdu ehap nhan rdng rai (Tight, 2013). Vdi qua trinh toan eau boa dien ra ngay eang manh me, cae to chdc giao due dai hpc can phai ehu trpng den vi^c ap dung cac nguyen tac va chien lUtfe
canh tranh cua linh viic kinh doanh n h i m gianh dUtfc 1 0 the canh tranh (DeShields va etg, 2005). Dieu nay dan den eac to ehde giao due dai hpc ngay cang nd lUc canh tranh manh me de gianh lay ngUdi hpc (Paswan va Ganesh, 2009); tii dd, CLDVGDDH da trd thanh mpt yeu to thanh cong then chot doi vdi hau het eae to chdc giao due dai hpc (DeShields va ctg, 2005; Abdullah, 2006a).
Tiitfng tu khai niem chat lUtfng dieh \'u tong quat, CLDVGDDH la mot khai niem phdc tap, cd tinh da dien (Harvey va Green, 1993). Nguyen nhan can ban cua tinh trang nay la moi ben hdu quan (stakeholder) trong giao due dai hoe (sinh vien, ehinh phu, eac doanh nghiep, cpng dong dan eU...) ed quan diem neng ciia minh ve CLDVGDDH vi co sU khac biet gifla hp ve nhu cau doi vdi giao due dai hpc. Chinh vi vay, nhieu nha nghien cdu thudng sd dung khai niem chat Idpng dieh vu tong quat trong llnh viie giao due dai hpc thay vi de xuat mpt dinh nghia rieng eho linh viic nay, vi du quan diem cua Sahney va ctg (2004), Zafiropoulos va Vrana (2008). Chinh vi trong nhieu thap nien qua, viec tim kiem mpt dinh nghia ve CLDVGDDH dUtfc cpng dong khoa hpe thiia nhan la "khong thanh cdng" nen eac dinh nghia chung ve ehat Idpng dich vu thudng , dupc sii dung (Reeves va Bednar, 1994) va dieu nay dan den viec nhieu nghien cdu trong giao due dai hpe ap dung cac mo hinh da dupc phat trien trong cac linh vUe dich vu khac de do ludng CLDVGDDH (Chua, 2004).
Tuy nhien, ke td khi quan diem sinh vien hay ngddi hpe la khach hang/ngUdi tieu thu chinh cda dieh vu giao due dai hpe xuat hien, mpt vai nha nghien edu da de xuat nhdng dinh nghia trde tiep de cap den CLDVGDDH dda tren quan diem nay. Tieu bieu, Holdford va Patkar (2003. trang 1) da dinh nghia CLDVGDDH la
"sd danh gia tong the eua sinh vien ve cae dieh vu hp nhan dUdc nhd mpt phan kinh nghiem giao due cua hp"; con theo O'Neill va Palmer (2004, trang 42) thi CLDVGDDH la "sd khac biet gifla nhflng gi mot sinh vien hy vong se nhan ddpc va nhan thdc cda anh ta/chi ta ve dich vu thUc te dfldc cung cap". De xac dinh
So 130&131 Thang 01&02.2017 TAPCHI C O N C N G H 6 NGAN HANG
KlfM OIKHTHANG DO HEDPERFTRONG BOI CANH DICH VU GlAO DUC Bfli HOC VIET NAM
dmh nghia nao ve chat Iddng dich vu dUdc chap nhan nhat de ap dung trong giao due dai hpc, nghien edu cda Owlia va Aspinwall (1996, trang 162) nhan dinh, dinh nghia eua To chdc ISO (1986) dat ddde t\- !e ung ho cao nhat vdi npi dung: "Chat lUdng la toan bp nhdng dac diem, tinh nang cua san pham, dich vu ma dda vao do san pham, dich \-u c6 kha nang thoa man nhdng nhu cau dUtfc neu ro cung nhU nhflng nhu eau dddc ngu y cua khach hang". Nhu vay, cd the thay rang, dinh nghia chat Iddng dich vu dinh hudng vao khach hang phu hdp nhat vdi giao due dai hpc va do dd, co the dinh nghia CLD\'GDDH la sfl danh gia tong the ve mdc do tot cua nhflng dich vu mpt sinh vien thUe te dUdc cung cap nhU la mpt phan kinh nghiem giao due cua hp (Lewis va Booms, 1983).
Khi do Ifldng chat Idpng djch vu trong giao due dai hpc dUa tren dinh nghia gian tiep ve CLDVGDDH thong qua dinh nghia tong quat ve chat lUqJng, cac nghien cuu thfldng vay mUdn va dieu chinh cac thang do chat lUpng dich vu td linh vdc kinh doanh thay vi de xuat cac thang do rieng (Chua, 2004). Cac thang do phd bien nhd SFRX'QU.AL (Parasuraman va ctg, 1988) va SERVPERF (Cronin va Taylor.
1992) thudng dfldc vay mflOn. Tuy dUdc xem la noi bat nhat nhUng hai thang do nay van cd nhdng han ehe ve nang lUc do Ifldng. Theo Wliite va Schneider (2000), nhieu nghien cdu da that bai trong viec tai lap cau true nam thanh phan cda hai thang do SERVQUAL, SER\'PERF khi ap dung cac thang do nky de do ludng chat lUdng dich vu trong eac nganh dieh \'u khac nhau; hay ndi each khac, cau true nam thanh phan cua thang do SERVQUAL hay SERVPERF khong duoc khing dinh co tinh on dinh eao trong cac nganh djeh vu khac nhau vi eae thanh phan cd the cd mat trong do ludng ehat lUtfng dich N-U cua nganh nay nhUng vang mat doi vdi eac nganh khac dUdi gdc nhin cua khach hang. Chung ta xem xet vi du mpt eong Iv cung cap dich vu truyen hinh cap \-a mpt benh vien eung eap dieh vu y te.
Thanh phan hflu hinh (tangibility) cua thang do SERVQUAL hay SER\'PERF ed the khong tham gia do Ifldng chat Ifldng dich \'u cua cdng
t}' eung eap dich \'u truyen hinh cap vi khach hang cd the khong bao gid nhin thay cd sd vki ehat cua cong ty dd, nhUng thanh phan nay lai tham gia do lUdng chat lUtfng dich vu cua benh
\ien cung cap dich vu y te vi benh nhan (khach hang sd dung dich vu y te) nhin thay may moc, trang thiet bi y te cua benh \ i e n va hieu ring chung rat quan trpng doi vdi viec dieu tri cua hp. Nghien cdu cda Dabholkar va ctg (2000) trong nganh dich vu nhiep anh cho thay, khi ap dung thang do SER\'QUAL, thanh phan hflu hinh da phai dfldc Idpc bo vi khach hang khong truy cap trang chu cua doanh nghiep cung cap dich vu, trong khi cac bien quan sat the hien mpt thanh phan mdi la ap Ide td nhan vien ban hang (salespeople pressure) - thanh phan nay ehUa tdng cd mat trong thang do goc SERVQUAL cda Parasuraman va ctg (1985, 1988). Nhd vay, cac nghien cdu thde nghidm tren cho thay, cae thang do nhfl SERVQUAL hay SERVPERF can phai dUdc dieu ehinh cho phii hpp vdi mpt nganh dich vu cu the khi dfldc sd dung de do Iddng chat Ifldng dich vu.
Tiep sau do, nghien edu cua Carrillat vk ctg (2007) kham pha ra rang, trong cac nghidn cdu sfl dung thang do SERVQUAL hay SERVPERF.
\iec dieu ehinh thang do (scale modification) cho phu hdp vdi boi canh nghien cflu cu the - dac biet boi canh nganh dich vu - da mang Iai hieu Iflc do Ifldng tot htfn so vdi anh hfldng cua cac nhan to van hda hay ngon ngfl.
Cac Iuan diem tren ung hp quan diem eho ring, khi can do Ifldng chat lUdng dich vy trong mpt nganh dieh vu eu the nao dd thi nen
"deo duoi chien lUdc" xay dung mpt thang do mdi, dfldc phat trien ngay trong boi canh eua nganh djeh vu do htfn la ap dung cae edng cy do Ifldng pho quat cd sin nhU SERVQUAL hay SERVPERF (Carman. 1990; Abdullah, 2006b).
Mat khae, cac nghien cUu trong Ilnh vflc giao due dai hpc cho thay, cac thang do chung ve chat lupng dieh vu khong phai la eong cu giup danh gia day du CLDVGDDH (Abdullah, 2006a). Trong boi canh do, Abdullah (2006a, 2006b) da phat trien thang do HEdPERF dung de do Ifldng CLDVGDDH.
Thang do HEdPERF dupe Abdullah
C H ' C 6 N G N G H £ NGAN HANG | t^3-iaOl&02.20l7 S 6 l 3 0 a i 3 1
tENGOCTHANG
(2006b) duoc cdng bo ehinh thde vao thing n/2006, bao gom 41 bien quan sat va co cau true sau thanh phan (nhan to) la: (i) academic - hpc thuat; (ii) non-aeademie - ngoai hpc thuat; (iii) reputation - danh tieng; (iv) access - tiep can; (v) programme issues - chUtfng trinh hpc va (\i) understanding - thau hieu (Bang 1).
Tuy nhien, trong mpt edng bo khae vao thing 4/2006 cda Abdullah (2006a), thang do co 38 bien quan sat va ehi cdn nam nhan to vdi nhan to 6 (understanding) bi loai bd vdi Iy do nhan to nay khdng dat mflc dp tfldng thieh vdi dfl lieu. Mat khac, dd lieu dUdc Abdullah (2006b) eong bo (Bang 1) cho thay, hien tflpng trpng so tai nhan to trong phan tieh EFA eua eung mpt bien quan sit Ien eac nhan to khae nhau khong chenh leeh qua 0,3 la kha pho bien (tren 11 bien quan sat). So vdi cac thang do SERVQUAL va SERVPERF, thang do HEdPERF (Abdullah;
2006a, 2006b) ddpc xay ddng gan lien vdi boi canh eua dieh vu giao due, ed tinh mdi va bao quit htfn nen eho phep xac dinh cic yeu to quyet dmh chat Iddng dich vu trong linh vflc giao due dai hoe" (Abdullah, 2006b, trang 569), dac biet dUdi gdc nhin cua ngfldi hpe. Do vay, du van cdn nhflng diem gay hoai nghi nhflng HEdPERF van la mpt eong eu tot do Ifldng CLDVGDDH. Tren ca sd dd, viec nghien cdu cung nhd dieu chinh trong cie boi canh giic due dai hpe khae vdi Malaysia (boi canh phit trien thang do HEdPERF) se cung cap them bing chflng khoa hpc giup khing dinh (hoic
b i c bo) gia tri khoa hpc lan tinh flng dung cua thang do nay, dong thdi gdp phan hoan thien nd ve tong the.
Tai Met Nam, cho den thdi diem thUc hien xong tong quan Iy thuyet phuc vu nghien eflu nay (12/2013)' da cd mot so nghien cdu ve CLDVGDDH (Nguyen Thanh Long, 2006;
Pham Thi Cue PhUdng, 2008; Le Dan va Nguyen Thi Trang, 2011) nhUng cac nghien cflu nav sfl dung ehd yeu mo hinh SERVPERF.
Rieng nghien cdu cua Hoang Thi Phfldng Thao va Nguyen Kim Thio (2012) cd sd dung thang do HEdPERF nhflng ehi hfldng den viec xiy dflng hinh anh eda mpt trUdng dai hpc dUa tren chat lUdng dich vu ehd khdng cd mue tieu dieu ehinh thang do. Ben canh dd, nghien cflu cua Hoang Thi Phfldng Thio va Nguyen Kim Thio (2012) tuy khdng trinh bay q u i trinh dieu chinh nhflng da de xuat va khang dinh, thang do CLDVGDDH bao gom nam thanh phan: (1) khia canh hpc thuat; (2) khia canh ngoii hpc thuat; (3) chfldng trinh hoe; (4) sfl tiep can va (5) cd sd vat chat. Dieu nay eho thay, thang do HEdPERF da khdng edn eau true nguyen thuy khi dfldc i p dung tai trfldng dai hpc d Viet Nam. Ngoii ra, vdi nhdng ehuyen bien eda he thdng giao due dai hpe Viet Nam trong thdi gian qua, n h i n dinh cda ngfldi hpc ve CLDVGDDH hien nay so vdi nam nam trfldc ed the eung thay doi, dan den cau true mo hinh do lUdng khii niem nay trong n h i n thflc cda hp co the da thay doi theo. Cho
Sau thoi diem chUng tdi tnen khai nghen cunnay tai BUH, till Vici Sam. Nguyen lhi V&n Anh (2015), DUCnglhi Thu Trang (2015) cdng bo hai bdi bao hen quan den thang do HEdPERF. Ducng Tht Thu Trang (2015) cht diing lat d vice long ket mot so nghien ciiu co hen quan. vi dtta ra de ngh tip dung thang do HEdPERF. de xudt mot so bien quan sdt cho thang do, song khdng tr'inh bay tien trinh nghhi iuu chAt che ve qud trinb phdt men. heu chinh thang do. Nguyin Tht Van Anh (20SS) tap trung vdo viec xac dtnh thang do didi lilOng dich vu ddo tao dai hoc ttii Viet Sam dUa tren thang do HEdPERF, tten hdnh khiio sdt 50S stnh vtin tai Dai ht^c SUpbam Ky thuit TP. HCM Tuy nhiin. nghiin ciiu cua Nguyin Thi Vdn Anh (2015) chi ditng lai d viic dp dung phdn tkh nhdn tS khdm phi EF.\ va phdn ttch nhdn to khdng dinb CFA; kbdng tnen kha: hem chting gid tri tiiu chuan ben he cua thang do HEdPERF nhu nghiin cUu nay Kel qud nghien cUu cua Sguyin Tht Van Anh (2015) cho thdy thang do chdi lUOng dtch vu ddo lao dai hoc gom 6 nhdn to chnh (1) Phuang diin hoc thudt. (2) Danh tieng (3) ChUiJng trinh hoc (4) That do nhdn viin. (5) Stf tiep can. (6) Cbuyen mon nhdn viin Sgoai ra. cd. r.fihu'n cOu ctia Nguyin Thi Van Anh (2015). Duang Thi Thu Trang (2015) deu kiidng thUc hiin tai BUH. Do do.
du cac nghin ciiu cua Nguyin Thi Vdn Anh (2015), DMng Thi Thu Trang (2015) tngn khai sau vd cdng b6 trUcic nhung khdng dnh hudng Jin ket qud n^iin cUu cita ckUng tot
101402 2017 TAPCHI C 6 N G N G H £ M G A N HANG
KlfMOINH THANG 0 0 HEDPEBF TRONG B 6 | CANH DICH v u GlAO DUC OAI HOC VIET NAM...
Bang 1: Ket qua phan ti'ch EFA thang i3o HEdPERF goc trich lii Abdullah (2006b)
Nhan to 1: Non - academic aspects (khia canh ngoai hoc thuat); Nhan to 2: Academic aspects (khia canh hoc thuat)- Nhan to 3: Reputation (danh tieng); Nhan to 4: Access (Tiep can); Nhan to 5: Programme issues (Chu-dng trinh dao tao); Nhan to 6: Understanding (Thau hieu)
Nhan Nhan Nhan Nhan Nhan Nhan Bien quan sat to to to to to to
1 2 3 4 5 6
1. Academic staff have the knowledge to answer my questions relating lo the course content {Doi ngij giang vien co kien tiiiJc de tra IcJi cac cau hoi cua sinh vien lien quan den hoc phan]
2. Academic staff deal with me in a caring and courteous manner (Giang vien the hien thai dp quan tam, ljch sy khi trao ddi vdl sinh vien)
3. Academic staff are never too busy to respond to my request for assistance (Giang vien khong bao gid qua ban rpn den noi khong the hoi dap yeu cau can ho trd cua sinh vien) 4. When 1 have a problem, academic staff show a sincere interest in solving it (Giang vien quan tam giai quyet nhffng van de sinh vien khuc mSc trong hpc tap)
5. Academic staff show positive attitude towards students (Giang vien the hien thai do tich ci/c, nhiet t'inh giang day hu'dng v^ sinh vien)
6. Academic staff communicate well in the classroom (Giang vien th^ hifn kha nSng giao tiep tot trong Idp hpc) 7. Academic staff provide feedback about my progress (Giang vien kip thdi phan hoi cho smh vien ve qua trinh tien bp trong hpc tap)
8. Academic staff allocate sufficient and convenient time for consultation (Giang vien bo t r i thdi gian day du va thu^n ti^n cho cong tac tuvSn cho sinh vien)
9. The institution hasa professional appearance/image (Nha tru'dng CO hinh anh chuyen nghiep]
10. The hostel facilities and equipment are adequate and necessary (Ky tiic xa co du trang thiet bi can dijng) 11. Academic facilities are adequate and necessary (Cac trang thiet bl trong Idp hoc day du va tien i'ch)
12. The institution runs excellent quality programmes (ChUdng trinh dao tao cua nha trudng co chat li/dng cao)
13. Recreational facilities are adequate and necessary (CtJ sd vgt phuc vu viec t i / hpc va cac sinh hoat van the my ciia smh vien trong tri/dng day dii va tien Idi)
14. Class sizes are kept to minimum to allow personal attention (Quy md Idp vUa phai dii de sinh vien tap trung chu y trong gid hpc) 15. The institution offers a wide range of programmes with various specialisations (Nha tri/dng cung cap mot loat cac chu'dng trinh dao tao vdi cac nganh chuyen sau khac nhau)
0,34
0,34
0,34
0,36 0,63
0,73
0,79
0,66
0,62
0,59
0,33 0,50
0,73
0,56 0,74
0,77
0,38
0,37
0,32
- -
0,62 0,40
-0,35
8 8 TAPCHlCdWGMGHtNGANHANG i Thang 01&02.2017 > S o l :
LENGOCTHUNG
116. The institution offers programmes with flexible syllabus and 1 structure (Noi dung cac mon hpc va cau triic chu'dng trinh dao ' tao cd tinh linh hoat, cap nhat)
1 17. The institution has an ideal location with excellent campus 1 layout and appearance (Bo t r i khudn vien hoc tap - giang day 1 cua nha tri/dng sach dep, khang trang)
1 18. The institution offers highly reputable programmes (Nha tru'dng cung cap chu'dng tr'inh dao tao co danh tieng trong xa hpi) 19. Academic staff are highly educated and experience in their 1 respective field (Ooi ngO giang vien cd hoc van cao va cd kmh
nghiem trong chuyen nganh tu'dng ufng cua ho)
20 The institution's graduates are easily employable (Sinh vien de tlm viec sau tot nghiep)
21. When i have a problem, administrative staff show a sincere interest in solving it (Khi sinh vien gap khd khSn ve hanh chi'nh/
hoc vu, nhan vien hanh chi'nh/giao vu quan tam giai quyet) 22. Administrative staff provide caring and individual attention , (Nhan vien hanh chinh/giao vu co su* chu y va quan tam den sinh
! vien trong cong viec)
23. Inquiries/complamts are dealt with efficiently and promptly 1 (Nhan vien cua Nha Tri/dng giai quyet hieu qua, nhanh chdng ' nhf/ng ki^n nghi ciia sinh vien)
24. Administrative staff are never too busy to respond to a request for assistance (Nhan vien hanh chinh/giao vu ho trd kip 1 thdi cac yeu cau cua sinh vien)
125. Administration offices keep accurate and retrievable records (Nhan vien hanh chinh/giao vu li/u tri/ ho sd hoc vu
; chi'nh xac va truy luc du'dc)
26. When the staff promise to do something by a certain time, 1 they do so (Khi nhan vien hanh chinh/giao vu hiJa lam viec gl thi
ho deu gii/ Idi nu'a dting hen)
< 27. The opening hours of administrative offices are personally convenient for me (Thdi gian phuc vu cua khoi hanh chinh van phbng t h u i n ti^n cho sinh vien)
28. Administrative staff show positive work attitude towards . students (Nhan vien hanh chinh/giao vu the hien thai dp lam
viec tich ci/c, hu'dng ve sinh vien)
29. Administrative staff communicate well with students (Nhan vien hanh chmh/giao vu giao tiep nh3 nhan vdi sinh vien) 30. Administrative staff have good knowledge of the systems/
procedures (Nhan vien hanh chinh/giao vu co hieu biet sau ve
! h^ th6ng/thu tuc hanh chinh)
31.1 feel secure and confident in my dealings with this institution (Sinh vien cam thay an tam, t i / tin khi giao dich vdi cac ddn vi trong TrUdng)
32. The institution provides services within reasonable/
expected time frame (Nha tradng cung cap cac djch vu hanh chinh/hoc vu trong khoang thtJi gian hdp ly)
0,34
0,41
0,77
0,77
0,73
0,69
0,75
0,80
0,69
0,74
0,75
0,64
0,48
0,50 0,31
0,31
0,41
0,30
0,30 0,46
0,48
0,39
0,56
0,33
--
0,39
0,40
0,37 0,71
0,32
0,38
0,35
-
0,35
0,31 0,40
-
Sd 130&131 Thang 01&02.2017 TAPCHI C 6 N G NGHE NGAN HANG 8 9
KIEMOINH IHANG 00 HEDPERF TRONG B()l CANH DICH VU GlAO DUC OAI HOC ViET NAM
33. Students are treated equally and with respect by the staff ISinh vien dUdc nhan vien Nha Tn/dng doi xif cong bang, tran trong) 34. Students are given fair amount of freedom (Sinh vien cd di/dc Sl/ t l / do hdp ly)
35. The staff respect my confidentiality when 1 disclosed information to them (Boi ngO nhan vien nha tri/cfng g i i / ki'n bf mat cua toi khi toi tiet 16 thong tin cho ho)
^ 36. The staff ensure that they are easily contacted by telephone
• (Sinh vien de dang lien he vdl cac ddn vi trong Tn/dng qua dien thoail 37. The institution operates an excellent counseling services (Nha tn/dng cung cap dich vu t i / van tam ly xuat sacl 38. Health services are adequate and necessary (Dich vu y te cua nha tn/dng day dii va can thiet)
39. The institution encourages and promotes the setting up of Student's Union (Nha trudng khuyen khich va ho t r d tot cac hoat dong cua hpi sinh vien)
40. The institution values feedback from students t o improve service performance (Nha t n / d n g lang nghe cac phan anh ciia smh vien de cai thien dich vui
41. The institution has a standardised and simple service delivery procedures (Thu tuc cung cap dich vu cila nha t n / d n g ddn gian va chuan hoai
Gia tri dac tn/ng
Ty le phan tram cCia phi/dng sai Ty le phan tram ciia phi/dng sai tich luy
0,44
0,48
0,38
0,35
0,32
0,35 8,28 20,2 20,2
0,34 5,53 13,5 33,7
0,51
0,36
0,36 4,85 11,8 45,5
0,57 0,65
0,49
0,62 0,49 0,31
0,59
0,64
0,50 4,27 10,4 55,9
2,55 6,2 62,1
0,40 0,40
1,26 3,1 65,2 Nguor): dich tif Abdullat^ (2006b), cd tham chieu Abdullah (200S) Ghichu: 7. NQI dung phat bieu trong cot "Bien quan sat" dW0c dich tif Abdullah (2006b) CO tham chieu den Abdullah (2005) do cac bien nay di/dc Abdullah (2006b) trinh bay vSn tAt;
2. Gia tn trong cac cot con lai cua Bang 1: difdc trfch nguyen van tif Abdullah (2006b).
nen \'iec tai nghien ciiu nhan thiic cua ngiidi hpc ve CLDVGDDH d thdi diem hien tai co con phii hop vdi mo hinh de xuat cua thang do HEdPERF hay khong viia dong gop bang chiing kiem dinh ve "siic song" cua thang do nay qua thdi gian, viia gqi y ve mpt cong cu do liidng CLDVGDDH phii hpp vdi cac triidng dai hpc Viet Nam.
Chinh vi vay, nghien ciiu nay dat muc tieu kiem dinh lai thang do HEdPERF (Abdullah;
2006a, 2006b). Tap bien quan sat trong thang do HEdPERF diiOc ke thiia, chpn loc va hieu chinh thong qua nghien a i u dinh tinh. Mo hinh ly thuyet de do iKdng CLDVGDDH dUOc xem xet la mo hinh bac hai vdi nam thanh phan: (I) hpc thuat; (2) ngoai hpc thuat; (3) danh tieng; (4) tiep can va (5) chUdng trinh
hpc. Do do, hai gia thuyet nghien ciiu sau day ddOc de nghi:
HI: Thang do CLDVGDDH la thang do bdc hai CO nam thanh phdn: (1) hgc thuat; (2) ngodi hgc thuat; (3) danh tieng; (4) tiep can vd (5) chiicfng trinh hgc.
TUPng tli cac dich vu noi chung, trong dich vu giao due dai hpc, viec giai dap cau hoi ngUdi hpc se lam gi sau khi danh gia chat lUpng ciia dich vu da dan den nghien ciiu cua De Jager va Gbadamosi (2010) ve anh hUdng cua chjit lUdng dich vu den hanh vi dii dinh (HVDD) cua ngiidi hpc. Chat liidng d\i<?c coi la mpt yeu to dli bao quan trong ve nhd y dinh sSn sang tieu thu lai hay sii s^n sang gidi thieu, quang ba dich vy giao due vdi ngiidi khac.
Nhii vay, H V D D la ket qua ciia sii danh gid ve
9 0 TAP CHI CdNG NGHE NGAN HANG I ing 018(02.2017 i So 1305131
L£NGOCTHANG
CLDVGDDH theo quan diem cua ngUdi hpc.
Gia thuyet ve moi lien he gida CLDVGDDH va HVDD neu dUOc chap nhan thi se khang dinh gia tri tieu chuan lien he cua thang do CLDVGDDH. Do do, gia thuyet nghien cdu sau day diidc de nghi:
H2: CLDVGDDH dnh hUdng co y nghia thong ke den H\ ^DD cua ngtidi hgc
2.2. Phddng phap nghien ciiu
Trong nghien cdu nay, cac phuong phap dinh tinh va dinh Idpng diidc ket hdp. Thang do HEdPERF cua Abdullah (2006a, 2006b) vdi 41 bien quan sat dddc ke thiia co chpn lpc cho khai niem CLDVGDDH, thang do cua Hoang Thi PhdOng Thao va Nguyen Kim Thao (2012) bao gdm sau bien quan sat dddc ap dung cho khai niem HVDD. Trddc khi dieu chinh, thang do HEdPERF se ddOc danh gia ve ngfl nghia, tinh gpn va bo sung bien quan sat, sau do dddc kiem dinh ve do tin cay, tinh ddn hddng, gia In hoi tu va gia tn phan biet. Diia tren quy trinh cua Hinkin (2005) va Nguyen Dinh Thp (2011), thang do dddc kiem dinh thong qua ba biidc: (1) thang do gdc se diidc dich td tieng Anh sang tieng \'iet, sau do diidc hieu chinh qua danh gia ngfl nghia va npi dung; (2) bang hoi se dddc xay ddng dda tren ket qua bddc 1 va tien hanh khao sat tren doi tddng sinh vien cua BUH - mot trddng dai hpc Viet Nam dao lao khoi nganh tai chinh - ngan hang va quan tn kinh doanh; (3) dd lieu khao sat se dddc phan tich de danh gia dp tin cay va cac gia tri cua thang do nham kiem dinh cac gia thuyet nghien cdu.
Trong nghien cdu dinh tinh dien ra vao thang 12/2013, phong van nhdm tap trung (thdi gian la 150 phut) ddpc thdc hien vdi 06 sinh vien nam thd 4 (khoa 26) chuyen nganh quan tri kinh doanh; tiep sau dd, phong van sau tflng ca nhan (trong khoang 45-60 phut) dupc thuc hien vdi 10 sinh vien nam thd 4 thupc cac nganh/thuyen nganh: quan trj kinh doanh, ke loan kiem toan, tai chinh - ngan hang, he thong thong tin quan ly, ngon ngd Anh (moi nganh/chuyen nganh mdi hai sinh vien de phong van). Cuoi cung, viec khao
sat V kien ngddi hpc, giang vien de danh gia npi dung thang do dddc tien hanh vac thang 01/2014 vdl hai mau thuan tien co cd mau nho (dddi 50 dap vien), gom co mpt mau 34 sinh vien cac khoa td 25 den 29 thupc cac nganh/
chuyen nganh da neu tren va mpt mau 17 vien chdc, giang vien khoa Quan tri kinh doanh;
nhflng phat bieu dat dddc ty le dong y tren 60%
xep vao mpt nhom cac bien quan sat se ddpc gifl lai, con cac phat bieu khong dat ty le nay se hi loai bo.
Trong nghien cdu dinh Iddng (nham danh gia, kiem dinh thang do), phddng phap phong van trdc tiep b&ng bang hoi, he so tin cay Cronbach's Alpha, phan tich nhan to kham pha (EFA), phan tich nhan to khang dinh (CFA), mo hinh cau true tuyen tinh (SEM). phfldng phap fldc Ifldng ML (Maximum Likelihood) ddpc sddung. Dfla theo Hair va ctg (2010), cac chi tieu danh gia ket qua phan tich dfl lieu se dddc ap dung nhd sau:
• Thang do dat dp tin cay neu Cronbach's a > 0,6 va tddng quan bien - tong cua tdng bien quan sat (TQBT) > 0,3 (Nunnally va Bernstein, 1994; trich d i n bdi Hair va ctg (2010).
• Phan tich EFA la thich hdp neu mflc y nghia (p) cua kiem dinh Bartlett (Bartlett-p) <
0,05 (Kaiser, 1974; trich dan bdi Hair va ctg, 2010); so Ifldng nhan to cua thang do trich dfldc tai gia tri dac trflng (GTDT) > 1 (Anderson vk Gerbing, 1988; trich dan bdi Hairva ctg, 2010);
thang do dat tinh ddn hfldng, gia tri hpi tu va gia tri phan biet neu trong so nhan to cua bien quan sat ( \ F ^ ) > 0,5 va tong phfldng sai trich (T\'E^,.) > 50% (Hair va ctg, 2010).
• .\I6 hinh CFA va SEM phu hdp tong quat vdi dfl heu neu: CFI, TLI, GFI deu ldn hdn 0,9 (Rentier 8f Bonett, 1980; trich dan bdi Hair va ctg,2010),/-'df < 3 (Carmines vaMcIver, 1981;
trich dan bdi Hair va ctg. 2010), RMSEA < 0,08 (Steiger, 1990; trfch dan bdi Hairva ctg, 2010).
Trong phan tich CFA va SEM: thang do dat do tin cay neu he so tin cay tdng hpp (pc)
> 0,5 va tong phfldng sai trich (TVE,.^ J > 50%
(Hair vactg, 2010); dat gia trj phan biet neu he so tfldng quan gifla cac khai niem khac 1 cd y nghia thong ke va dat gia trj hpi tu neu trpng
So 1308(131 Tha"'j01&02 2017 • -I' CONG NGHfi NGAN HANG
K I J M OINH THANG 8 0 HEDPERF TBONG B 6 I (^NH DICH vu GIAO DUC OAI HOC VI tT NAM
so chuan hoa (l„^) > 0,5 co v nghia thong ke (Anderson & Gerbing, 1988; trich dan bdi Hair va ctg, 2010); dat tinh dan nguyen neu sai so ciia cac bien quan sat tren mo hinh CFA khong tuong quan vdi nhau (Steenkamp & van Trijp, 1991; trich dan bdi Hair va ctg, 2010); dat gia tri tieu chuan lien he neu cac khai niem co moi quan he nhU da ky vpng ve mat ly thuyet (Churchill va lacobucci, 2010).
Dac biet, nghien aSu nay se danh gia gia tri tieu chuan lien he (criterion-related validity) - gia tri the hien moi lien he cua khai niem nghien ciiu vdi cac khai niem khac nhu ly thuyet khing dinh, de xac dinh bo cong cu co do ludng dling va day dii hien tugng xa hoi hay khong. Nghien cdu nay sd dung khai niem HVDD lam khai niem lien ket trong danh gia ve gia tri tieu chuan lien he ciia thang do CLDVGDDH thong qua mo hinh SEM nen de dam bao tinh nghiem ngat, khoa hoc, thang do HVDD cung dUOc dieu chinh, bo sung bien quan sat, phan tich dp tin cay va gia tri.
De dam bao cd mau toi thieu phai gap nam lan so bien quan sat (Hair va ctg, 2010), cd mau du kien se tren 235 doi tuong khao sat. De thu thap da lieu, phuong phap phdng van td quan ddpc tien hanh trong thdi gian td thang 01/2014 den thang 4/2014. Bang hdi ddpc cac phdng van vien phat tai ky tuc xa va cac ldp hpc, giai thich ngan gpn ve cupc khap sat, sau dd chd dap vien hoan tat bang cau hdi va thu lai. \'di 600 bang cau hdi ddpc gdi di, nghien cdu nhan lai 451 bang cau hdi da ddpc tra ldi.
Sau khi da kiem tra, cd 90 bang cau hdi bi loai
bo vi khdng dat yeu cau sd dung (do chpn dip an theo quy luat, chpn mpt dap an cho mpi cau hdi. de trong cau hoi), cdn lai 361 bing ciu hdi dat yeu cau da dupc dda vao nhap dii lieu. N h d vay, kich thudc mau cua nghien cdu nay la 361.
3. K i t qua nghien cuTu va thao luan 3.1. Ket qua dieu chinh sd bd thang do CLDVGDDH va H V D D
Ket qua nghien cdu dinh tinh cho thay, tat ca 16 dap vi4n hieu, ddng y vdi dinh nghia va cic phat bieu cua thang do HVDD. Do vay thang do HVDD ddpc chap nhan la thang do bac 1, cd 06 bien quan sat, ky hieu td HVDDl den HVDD6 (Bang 2).
Doi vdi khii niem CLDVGDDH, tat ci 16 d i p vien hieu, ddng y vdi hau het cic bien quan sat trong ban dich; rieng ten gpi t h i n h phan vi mpt sd bien quan sat trong md hinh thang do nay dupc de nghi dieu chinh. Cu the:
Thti nhiit, cac thanh phan trong thang do HEdPERF nguyen thuy ddpc ii nghi thay doi ten gpi. C i c t h i n h phan can dat lai ten gpi bao gom: (1) danh tieng (dp dddc do Iddng bing cac phit bieu co ndi dung de cap ve cP sd v?t chat); (2) hpc thuat (do ddpc do ludng bing cic phat bieu cd ndi dung de cap ve boat ddng giing day cua giing vien); (3) ngoai hpc thuat (dp ddpc do ludng bang c i c phat bieu cd ndi dung de cap ve c i c nhu cau cda sinh vien chi lien quan den giao dich h i n h chinh - hpc vu) va (4) tiep can (do ddpc dp lUdng bing cic Bang 2: Thang c3o khai mem HVDD
Toi s § v e t h a m Trt/cJng Dal h^c N g a n h a n g T p . H C M s a u khi t o t n g h i d p Toi se c h o n TrJcJng Dai hoc N g a n h a n g T p . H C M d e hoc len c a o hcjn t r o n g t u d n g lai Toi s6 k h u y e n b a n be, ngutrt t h a n d e n hi?c dTrUcfng D a i h p c N g a n h a n g T p . H C M Toi si noi tot vdi ngUdl khac ve T r u d n g Oai hoc N g a n h a n g T p . H C M
Toi s§ d o n g gop ve v a t chgt, t m h t h a n cho s l / p h a t t r i e n c u a TrUctng D a i hpc N g a n h i n g T p . H C M khi c d d i e u k i f n
Toi se giiip d d s i n h v i e n t o t n g h i e p t U T r U d n g Dai hpc N g a n h a n g T p . H C M khi co d i e u k i e n N g u d n ; ti^^m l<hao Hoang Thj Pt>t/clrig Thao va Nguyen Kim Thao (2012), phat triin cho nghien c U u nay
9 2 TAPCHICONGNGHENGANHANG | Thang 01&02.2017 So 130&131
tENGOCTHANG
phat bieu co npi dung de cap nhflng dich vu tien ich dflpc tang them cho sinh \ien trong qua trinh thu hflcfng dich vu cot loi la dich vu dao tao cua nha trfldng).
Thii hai, ckc dap vien cung de nghi chinh sfla mpt so phat b i e a Bien quan sat so 1 (Dpi ngu giang vien co kien thflc de tra Icfi cac cau hoi cua sinh vien lien quan den hpc phan) va bien quan sat so 19 (Dpi i ^ giang ^ien co hpc van cao va co kinh nghiem trong chuyen nganh tflpng flng cua hp) mang npi dung gan tflcfng tfl nhau vi \iec giai dap thac mac cua sinh vien lien quan den hpc phan cung phan anh phflong phap, kinh nghiem sfl phara cua giang vien. Bien quan sat so 3 (Giang vien khong bao gid qua ban rpn den noi khong the hoi dap yeu cau can ho trd cua toi) \-a bien quan sat so 8 (Giang vien bo tn th6i gian day du va thuan tien cho cong tac tu van cho sinh vien) cung mang npi dung gain tfldng tfl nhau.
Bien quan sat so 37 (Nha trflcfng cung cap dich vu tfl van tam ly xuat sac), bien quan sat so 35 (Dpi ngu nhan vien nha trfldng gifl kin bi mat cua toi khi toi tiet 16 thong tin cho hp) khong phu hop vdi hoan canh cua BUH nen dflpc loai bo. Mat khac, bien quan sal so 34 (Smh vien cd dflpc sfl tfl do hpp ly) khong rd nghia. Ket hcrp va to chflc tai ndi dung cua bien quan sat so 12
"ChflPng trinh dao tao cua nha tnidng cd chat Ifldng cao" va bien quan sat so 15 "Xha trfldng cung cap mot loat cac chfldng trinh dao tao vdi cac nganh chuyen sau khac nhau" thanh hai bien quan sat: "Xha tnidng cung cap chfldng trinh hpc cd chat Ifldng cao/ndi dung chfldng trinh chuyen sau theo nganh hpc" va "N'ganh hpc cua nha trfldng da dang, phong phu theo nhu cau xa hpi". E)ieu chinh bien quan sat so 10
"Ky luc xa cd du trang thiet bi can dung" thanh
"Ky tuc xa smh vien cua Tnidng ngan nap, ve sinh, sach dep va khang trang" cho phu hdp hdn Vdl thflc tien BUH.
TTiu" ba, ckc dap vien de nghi bo sung mpt so phat bieu cho phu hdp vdi bdi canh giao due dai hpc tai Viet Nam. Do chfla cd trong thang do nen cac bien quan sat sau day dflpc de nghi bo sung: (11 "Giang vien cd phfldng phap giang day phii hop vdi mon hoc"; (2); "Cd sd vat chat
cua thfl Wen dap flng tot nhu cau tham khao cua sinh vien"; (3) "Cd sd vat chat ve cdng nghe thdng tin (may tinh, internet, website;..) dap flng tdt nhu cau ciia sinh \ien".
Do do, nghien cflu nay thflc hien dieu chinh tap bien quan sat nhfl sau:
• Cac bien quan sat sd 1 va 19 gdp lai thanh mpt bien quan sat: "Giang \ i e n cd kien thflc, kinh nghiem trong llnh \-flc chu>'en sau cua hp".
• Cac bien quan sat sd 3 va 8 gdp lai thanh mpt bien quan sat: "Giang \ i e n chii y sap xep thdi gian cho viec giiip d 6 sinh vien khi hp nhan dfldc yeu cau".
• Loai bd cac bien quan sat so 35, so 37 trong thang do gdc; to hdp va tach bien quan sat sd 12 va 15 nhfl tren.
• Bd sung ba bien quan sat (da neu tren).
• Dieu chinh phat bieu cua bien quan sat sd 34 trd thanh "Nha trfldng tdn trpng sfl tfl do va rieng tfl ca nhan cua sinh vien"; dieu chinh bien quan sat sd 10 nhfl tren.
Dieu chinh ten cac thanh phan trong thang do.
Sau khi dieu chinh, thang do CLDVGDDH Sd bp thu dflpc gdm 40 phat bieu vdi nam thanh phan dfldc dat ten la: (1) chat Ifldng hoat ddng giang day (CLHDGD) gdm cd tam bien quan sat, ki hieu tfl CLHDGD 1 den CLHDGD8; (2) chat Ifldng chfldng trinh dad tao (CLCTDT) gdm cd bdn bien quan sat, ki hieu tfl CLCTDTI den CLCTDT4; (3) chat Ifldng phuc \'u giao djch hanh chinh va hpc vu (CLHCHV) gdm cd mfldi ba bien quan sat, ki hieu tfl CLHCHVl den CLHCHV13; (4) chat Iflong cd sd vat chat (CLCSVC) gdm cd bay bien quan sat, ki hieu tfl CLCSVC 1 den CLCS\'C7 va (5) chat Ifldng tien ich cdng them (CLTICT) gdm cd tam bien quan sat, ki hieu tfl CLTICTl den CLTICT8. Gia thuyet HI dfldc dieu chinh lai nhfl sau:
HI •: thangdo CLDVGDDH la thangdo bachai CO ndm thdnh phdn Id (i) CLHDGD, (ii) CLCTDT, (iii) CLHCHV, (iv) CLCSVC va (v) CLTICT
Tiep theo, cac thang do tien hanh danh gia ndi dung. Ddi vdi thang do CLDVGDDH:
ket qua danh gia cho thay, cd 38 bien quan sat dfldc gifl lai, 02 bien CLTICT7 va CLTICT8
S6130S131 l a n g 01402.2017 " i : ^ C H C O M G NGHENGANHANG 9 3
KlfM OINH THANG 00 HEDPERFTRONG BOI CANH DICHVUGlAO DUC BAI HOCVIET NAM
cua thanh phan chat ifldng tien ich cdng them bi loai do khdng dat dfldc t\' le chap thuan tdi thieu 60%; nhfl vay, thang do CLDVGDDH hinh thanh sau khi thflc hien nghien cflu dinh tinh se gdm 38 bien quan sat, dfldc trinh bay trong Bang 3. Ddi vdi thang do HVDD: ket qua danh gia cho thay sau bien quan sat deu dflpc gifl lai. Sau do, bang cau hdi nhap dfldc xay dflng dfla tren ket qua nghien cflu dinh
tinh, vdi thang d o Likert 5 mflc dp (tif 1 - hoan toan khdng dong y den 5 - hoan toan dong y) va dflpc dem hdi y kien cua 10 sinh vien thupc cac nganh/chuyen nganh nhfl da trinh bay d tren. Khi y kien phan hoi cho thay bang cau hdi rd rang, khdng gay n h a m lan va trd ngai gi cho dap vien, bang cau hdi chinh thflc dflpc hinh thanh va tien hanh khao sat y kien sinh vien cac khda tfl 25 den 29.
Bang 3: Thang do khai niem CLDVGDDH hinh thanh sau nghien cti'u cJjnh tinh
Thanh phan "Chat l i / ^ g hoat dong giang day"
CLHDGD1 Giang vien co kien thifc, kinh nghiem trong ITnh vi/c chuyen sau ciia ho CLHDGD2 Giang vien co phu'cfng phap giSng day phu hdp vdl m6n hgc
Giangvienchuy s^p xep thcfi gian cho viec gitip dO sinh vien khi hp nhan du'dc yeu cau Giang vien quan tam giai quyet nhu'ng van de sinh vien khuc mic trong hpc tap Giang vien IhJ hien thai do tich cu'c, nhiet tinh giang d f y hu'dng ve sinh vien Giang vien thg hign kha njing giao tiep t6t trong Idp hpc
Giang vien kip thdi phan h6i cho sinh vien trong qua trinh hpc Giang vien the hien thai do quan tam, lich sfl khi trao doi vdi sinh vien Thanh phan "Chat li/Ong chu'dng trinh dao tao"
CLCTDTI
p:
CLCTDT3 CLCTDT4Nganh hoc ciia nha tru'dng da dang, phong phu theo nhu cSu x3 hoi NOI dung cac mon hoc va cau true chu'dng trmh dao tao co ti'nh Imh hoat, cap nhat Nha tru'dng cung cap chu'dng trJnh hgc co danh tieng trong x3 hpi
Nha tradng cung cap chu'dng trinh hoc cd chat lu'dng cao/noi dung chu'dng trinh chuyen sau theo nganh hoc
Thanh phan CLHCHVl CLHCHV2 CLHCHV3 CLHCHV4 CLHCHV5
CLHCHV12 CLHCHV13
'Chat IUdng phuc vu giao djch hanh chi'nh, hpc VM"
Khi sinh vien gap ktid khan ve hanh chinh/hoc vu, nhan vien hanh chinh/giao vu quan tam giai quyet
N^ian y i e n j i j n h ^ h j n h / g i a o ^ trSf ho sd hpc vu chfnh xac va truy luc du'dc Khi nhan vien hanh chinh/giao vu hij-a lam viec gi thi ho deu giu' Idi hda dung hen Nhan vien hanh chmh/giao vu the hi^n thai do lam vlec tich CL/C, hUdng vg sinh vien Nhan vien hanh chinh/giao vu cd hieu biet sau ve he.th6ng/thu tuc hanh chi'nh Nhan vien cua Nha Tri/dng giai quygt hieu qua, nhanh chdng nhCng k i l n nghj cua sinh vlfen Nhan vien hanh chinh/giao vu cd sif chu y va quan tam den sinh vien trong cong viec Nhan vien hanh chinh/giao vu giao tiep nha nhSn vdi sinh vlen
Thdi gian phuc vu ciia khoi hanh chfnh van phong thuSo tffin cho sinh vien Nhan vien hanh chinh/gi Jo vu h6 trd kjp thdi cac y&u cau cua smh vien Smh vien de dang lien he vdi cac ddn vi trong Tru'dng qua dien thoai, email Nha tru'dng cung cap cac dich vu hanh chr'nh/hpc vg trong khoang thdi gian hpp |y Smh vien cam thayan tam, tu" tin khi giao dich vdi cac ddn vi trong Truong
^ CflNG NGHE NGAN HANG • Thang 01&02.2017 ; S5 1306131
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1 2 3 4
6 7
Thanh phan CLCSVC1 CLCSVC2 CLCSVC3 CLCSVC4 CLCSVC5 CLCSVC6 CLCSVC7
'Chat Udng cd sd vat chat"
Cac trang thiet bj trong tdp hpc day du va tien ich
Quy mo l ( ^ vfla phai du de smh vien tap trung chu y trong gicf hpc Bdtn'khuon vien hpc t a p - g i a n g day ciia nha tru'dng sach dep, khang trang Ky tuc xa sinh vien cua Tru'dng ngan nap, ve sinh, sach dep va khang trang Cdsd vat chat ciia thd vien dap flng tot nhu cau tham khao ciia sinh vien
Cd sd vat chat ve cong nghe thong tin (may ti'nh, mang Internet, website...) dap flng tdt nhu cau cua sinh vien
Cd sd vat phuc vu viec t d hpc va cac smh hoat van the my ciia sinh vien trong tri/dng day dil va tien Idi
Thanh phSn 1 CLTICTl 2
3 4 5 6
CLT1CT2 CLTICT3 CLTICT4 CLT1CT5 CLTiCTe
'Chat li/dng tien i'ch cpng t h e m "
Nha tri/dng tdn trong sU tU do va neng t i / ca nhan cua sinh vien Dich vu y te, su'c khde, ngan hang ciia nha tru'dng tien i'ch
Nha tru'dng khuyen khi'ch va ho trd tdt cac hoat dong doan hpi ciia sinh vien
Nha tri/dng l i n g nghe cac phan anh cua sinh vien de cai thien dich vu I Thil tuc cung cap dich vu cua nha tri/dng ddn gian va chuan hda
Sinh vien dUdc ddi xfl cong bSng, tran trpng
3.2. Ket qua danh gia dp tin cay, gia tri cua thang do
3.2.L Thongke mo td mdu nghien aiu djnh hidng Sau qua trinh thu ve va chpn Ipc hang cau hdi da dflpc tra Idi, kich thfldc mau cua nghien cflu la 361. Bang 4 cho thay, cac dac diem cua mau nghien cflu dinh Iflpng tuy khdng hoan toan khdp vdi tdng the nhflng mau van dfldc chap nhan ve tinh dai dien cho tdng the tai thdi diem nghien cflu. Bang 4 ciing Irinh bay dac diem cua mau thudn tien dflpc sfl dung khi danh gia ndi dung cac bien quan sat dung do Ifldng khai niem nghien cflu.
3.2.2. Ket qud kiem dinh do tin cgy vd gid tri cua thang do
Ddu tien, thangdo CLDVGDDHdMcddnh gia sd bg ve do tin cdy vd gid tri. Phan tich he so Cronbach Alpha (a) cho thay tat ca thang do cac thanh phan deu dat yeu cau (tat ca cac thanh phan deu cd a > 0,6; tat ca cac bien quan sat deu cd he sd TQBT > 0,3). Ke liep, phan tich EFA dfloc ticn hanh. Trong ba lan phan tich, sau bien quan sat (CLHDGD4, CLCS\'C3 CLHCHV9, CLHCHVl], CLHCHV12 v i
Nguon ket qua nghien citu dinh tt'nh, phat trien cho nghien cifu nay CLHCHV13) hi loai khdi thang do (do X^^^
< 0,4 hoac chenh lech gifla cac X^^^ cua cung bien quan sat trich vao cac nhan td khac nhau la dfldi 0,3). Sau khi loai bien thi thang do CLDVGDDH cdn 32 bien quan sat, cd cac chi sd phan tich ERA dat yeu cau do Ifldng- KMO = 0,951 > 0,5, Bartlett-p = 0,000 < 0,5, X^^^ cua tat ca cac bien quan sat deu ldn hcfn 0,4; cd nam nhan td (Bang 5) rut trich dfldc tai GTDT la 1,100 v d i T \ ' E la 53,754 %. \ h u \ a y , gia thuyet H r dflpc chap nhan. Thang do CLDVGDDH la thang do bac hai gdm nam thanh phan vdi 32 bien quan sat, dat yeu cau ve dp tin cay, tinh ddn hfldng, gia tri hpi tu va gia tri phan biet.
Tiep theo, thang do CLDVGDDH dugc hem dinh do tin cay vd gid In trin mo hinh CFA gom ndm thdnh phdn ddn hudng. Sau hai lan phan tich CFA thi bien quan sat CLCSVC2 da bi loai, thang do cdn lai 31 bien quan sat, dat cac tieu chuan danh gia ve dp tfldng thich vdi dfl lieu, cu the: = 1,882, CFI = 0,939, TLI = 0,933, RMSFA
= 0,05. Bang 10 cho thay, tat ca cac bien quan sat deu cd '/.^.^ (chuan hoa) > 0,5 vdi p = 0,000 nen thang do dat gia tri hdi tu; tat ca cac thanh phan deu cd p^ > 0,5 va TVE > 50% nen thang do dat yeu cau ve dp tin cay, ket qua kiem dinh
So 1304131 Thang 0UC2.2017 T i - 1 - CONG NGHE NGAN HANG 9 5
KIEM O I N H T H A N G DO HEDPERF TRONG BOI CANH DICH VU GlAO DUC DAI HOC VltT NAM
Bang 4: Dac cJiem cua mau nghien cu'u
n g h i e n i cu'u
I d d n g
!
1
d a n h 1 g i a n o i 1 d u n g
,
T C - N H KTKT QTKD HTTTQL
NNA Tong T C - N H KTKT QTKD HTTTQL
NNA T6ng
12 37 0 15 13 77 0 1 4 0 1 6
19 10 21 15 24 S9 0 0 1 0 1 2
21 12 16 11 9 69 3 1 4 1 0 9
58 10 120 33 87 120 14
23 8 6 109
0 1 12 0 1 14
2 4 1 0 17 0 0 2 1 0 3
75 64 50 52 361
3 3 23 2 3 34
18 29 13 21 114 2 0 5 1 0 8
57 35 37 31 247 1 3 18 1 3 26
75 64 50 52 361
3 3 23 2 3 34 I: tai chinh-ngan hang, KTKT. ke toan kiem toan, QTKD: quan tn kinh doanh, HTTTQL: h$ thong thong tin
quan ly, NNA: ngon ngif Anh;
Nguon: Thong ke m o fa mau nghien c u ' u t r e n phan mem SPSS 22.0
lai biing he so Cronbach's Alpha cung khang dinh thang do dat dp tin cay. Ket qua phan tich CFA (Hinh 1) cho thay khdng xay ra tfldng quan gifla sai so cua cac bien quan sat nen thang do dat dfldc tinh ddn nguyen. Bang 6 chi ra, he sd tfldng quan gifla cac thanh phan chat Iflpng deu nhd hdn I cd y nghia thdng ke (p <
0,05) cung vdi gia tri sai lech chuan nen thang do dat gia tri phan biet.
Cuoi ciing, gid trt tieu chudn lien he cua thang do CLDVGDDH dflpc danh gia trong md hinh SEM vdi bien tieu chuan la khai niem HVDD. De dflpc sfl dung lam bien tieu chuan, trudc het, thang do HVDD phai dflpc kiem dinh dp tin cay va gia tri; sau dd hai khai niem CLDVGDDH va HVDD phai dfldc kiem dinh sfl phan biet.
Ddi vdi thang do HVDD. dau tien phan tich he SP Cronbach Alpha cho thay, thang do dat yeu cau, the hien qua h? sd a = 0,877 >
0,6; ca sau bien quan sat deu cd he sd TQBT >
0,3. Tiep theo phan tich EFA dfldc tien hanh va ket qua cho thay cac chi so phan tich EFA dat yeu cau do Ifldng, the hien: trj sd KMO
= 0,890 > 0,5, Bartlett-p = 0,000 < 0,5, ca sau
Hinh 1: Ket qua phan ti'ch CFA (chuan hoa) cua thang do CLDVGDDH
,CFI- ass , RMSEA= 050
Nguon: ket qua xif ly tren A M O S 2 2 . 0
bien quan sat deu cd X^^^ > 0,4, cd mdt nhan to rut trich dfldc tai GTDT = 3,731 vdi TVE = 54,726%. Nhfl vay, khdng cd bien nao bi loai.
Sau dd, thang do H V D D dfldc kiem dinh cac gia tri thdng qua phan tich CFA. Ket qua phan
rAPCHICflNGNGHENGANHANG | Thang 01&02 2017 S 6 l 3 0 a i 3 1
LtNGOCTHANG
Bang5: Cac nhantotri'chdLfdctrong phan tich EFA thang do chat li/dng DVGDGH
^^^i^M^^ms^^^^^l
CLHCHV3 CLHCHVl 0 ' CIHCHV5 i CLHCHV2 CLHCHV1 CLHDGD5 CLHOGDB CLHOG06 CLHDGDt , CU1DQD2
CLHDGD7 CLXDGD3 CLTICTl CLTICT2 CLT1CT3 1 CLTKTS
CLTICT4 CLT1CT6 1 CLCSVC5
CLCSVC6 CLCSVCd CLCSVC2 ' CLCSVC7
! CLCSVCl
• CLCTG04 CLCnH13 CLCTGD2
• CUJTGOI 0,858 0,808 0,723 0,71 B 0,701 0,628 0,607 0.497 0.466
- -
O,7S0 0,718 0,708 0,689 0,680 0,633 0.625
0,743 0,742 0,707 0,660 0,607 0,533
—
0,609 0,714 0.60S 0,528 0,497 0,415
1
i
i
i
0,821 ,
1
0,730 j 0,521 0,512
Hmh 2: Ket qua phan ti'ch CFA (chuan hoa) cua mo hinhtcfi han
Nguon. ket qua xifiy tren SPSS 22.0 tich CFA (Hinh 2) cho thay md hinh tdi han dal cac tieu chuan danh gia ve dp tfldng thich vdidfllieu, cuthe: X ' d f - 1,744. CFI = 0,937, TLI = 0,932, RMSFA = 0,045; cac bien quan sat deu cd X^.^^ chuan hda > 0,5 nen cac thang do dat gia tri hdi tu; tren tat ca cac thanh phan
Nguon: ket qua Xl/ly tren AMOS 22.0
deu khdng xay ra tfldng quan gifla sai sd cua cac bien quan sat nen cac thang do dat dfldc tinh ddn nguyen. Tat ca cac thanh phan ddn hfldng deu cd p^ > 0,5 va TVE > 50% nen cac thang do deu dat yeu cau ve dp tin cay; he sd tfldng quan gifla cac thanh phan deu nhd hdn 1 cd y nghia thdng ke (p < 0,05) nen cac thang do dat gia tri phan biet. Cudi cung, phan tich CFA cho hai khai niem CLDVGDDH va HVDD dfldc tien hanh de kiem dinh sfl phan biet. Bang 7 cho thay, he so tfldng quan gifla CLDVGDDH va HVDD nhd hdn 1 co y nghia thdng ke (p < 0,05) cung vdi gia tri sai lech chuan, tflc la cac khai niem nghien cflu cd sfl phan biet vdi nhau. Nhfl vay, thang-do HVDD da dat yeu cau ve dp tin cay, gia tri hdi tu, tinh ddn nguyen, gia tri phan biet, dam bao yeu cau do Ifldng de lam bien tieu chuan nhfl dfl kien.
De Idem dinh ve gia tri tieu chuan lien he cua khai niem CLDVGDDH, phan tich SEM dflpc tien hanh cho md hinh gdm hai khai niem CLDVGDDH (khai niem bac 2) va HVDD Ket qua fldc Ifldng chfla chuan hda (Bang 8) va ket qua fldc Ifldng chuan hda (Hinh 3) cho thav
""s^301&02 :oi7 TAP CHI C6NG NGHE NGAN HANG 9 7
Kif M e|NH THANG DO HEDPERF TIIONG B5I OiNH DICH vu ClAO DUC DAI HOC VICT NAM...
Bang 6: Ket qua danh gia ve gia tri phan biet ciia thang do CLDVGDDH
^^KfKKi^^^^HmamimiiimiiKimsiiammmsallfll^MKfimMf^
\ CLHCHV < - > CLCTDT CLHCHV <-> CLHDGD 1 CLHCHV < - > CLCSVC CLHDGD <--> CLTICT CLCSVC < - > CLTICT CLCSVC <--> CLHDGD CLCTDT <-> CLTICT CLHDGD <"> CLCTDT CLCSVC <--> CLCTDT CLHCHV <--> CLTICT
0,754 0,565 0,803 0.505 0,759 0,632 0,695 0,654 0,815 0,780
0,0347 0,0435 0,0315 0,0456 0,0344 0,0409 0,0379 0,0399 0,0306 0,0330
7,0958 9,9893 6,2630 10,8663
7,0133 8,9973 8,0373 8,6660 6,0492 6,6611
0,0000 0,0000 0,0000 0,0000 0,0000 0,0000 0,0000 . 0,0000 0,0000 0,0000 Nguon. Ket qua xif ly dif liiu tren phan mem AMOS 22.0 va ti'nh toan tren Excel
Hmh 3: Ket qua phan ti'ch SEM chuan hoa cua mo h'lnh quan he
Cti-niiiBrB=110e6eB U f c O a . P ^ ,Crii-Muam/[lf= 1 780 TLI= 9 M C n = 833 RMSEA= M7
Nguon: ket qua xif ly tren AMOS 22.0
md hinh SEM dat dp tfldng thich vdi dfl lieu, the hien: = 1,780, CFI = 0,933, TLI = 0,929, RMSEA = 0,047; cd moi quan he cung chieu va tfldng ddi manh gifla CLDVGDDH va HVDD cua ngfldi hpc (p = 0,625; p = 0,000 < 0,05).
Ket qua kiem dinh mdi quan he nhan qua gifla khai niem CLDVGDDH va khai niem HVDD (Bang 9) chi ra mdi quan he gifla cac khai
Bang 7: Ket qua danh gia su" phan biet giCa hai khai niem HVDD va CLDVGDOH
IB
HVDD <-->
i CLDVGDOH 0,5700 0,0434 9,9159 0,0000 Nguon: Ket qua xu ty Ja hgu livn phan mam AMOS
22.0 va ti'nh toan tren Excel
Bang 8: He so hoi quy chu'a chuan hoa giu^a hai khai niem HVDD va CLDVGDDH
HVDD < - >
CLDVGDDH 0,625 0,074 8,414 1 0,000 1 Nguon: Ket qua X n phan mem AMOS 22.0
Bang 9: Ket qua danh gia SLT phan biet giCJfa hai khai niem HVDD va CLDVGDOH
HVDO <-->
CLDVGDDH 0,325 0,0434 15,5668 0,0000 Nguon: Ket qua xif ly diX lieu tren phan n
22 0vM ti'nh toan
-A P ; "J I CONG NGHt NGAN HANG -:O18i02 2017 S6130&131
LENGOCTHANG
niem trong md hinh cd y nghia thdng ke d dp tin cay 95%. Xhfl vav. cac khai niem cd sfl phan biet \'a cd mdi lien he vdi nhau nhfl da k\' vpng ve mat ly thuyet (Churchill va lacobucci, 2010) nen thang do CLDVGDDH dat gia tri tieu chuan lien he. Do dd, gia thuyet H2 dfldc chap nhan.
3.3 Ihao luan ve ket qua dieu chinh thang do chat Ifldng dich vu giao due dai hoc
Dfla tren lich sfl nghien cflu ve md hinh do Ifldng CLDVGDDH, nghien cflu nay danh gia lai thang do HEdPERF dfldc Abdullah phat trien va cdng bd nam 2006 trong bdi canh mdt tru<' ig dai hpc tai \'iet Nam. Ket qua chu yeu cua nghien
cflu nay cho thay cac gia thuyet gia thuyet Hi", H2 deu dfldc chap nhan. Gia thuyet HI* dfldc chap nhan cho thay thang do CLDVGDDH thu dfldc sau qua trinh hieu chinh la thang do bac hai, bao gdm nam thanh phan dung nhfl md hinh do Ifldng da dfldc de nghi va tinh gon lai vdi 31 bien quan sat (Bang 10) nhfl sau:
Ihdnh phdn thti nhdt dfldc dat ten la "chat Ifldng hpat ddng giang day", gpi tat la CLHDGD, gdm cd bay bien quan sat, the hien ngfldi hpc danh gia CLDVGDDH qua nang lflc giang day, chuyen mdn hoc thuat tot, phong thai giang day chuyen nghiep, kha nang giao tiep - truyen dat tdt cua giang vien cua cd sd giao due dai hpc.
Bang 10: Thang do CLDVGDOH thu du'dc sau qua trmh hieu chinh va ket qua phan tich EFA, CFA lan 2
EFA (GTOT = 1,100, TVE = 53,754 %) CLCSVC (CFA: p^ = 0,843; TVE = 51,8%; a* = 0,842)
CLCSVC2 CLCSVC7 CLCSVCl
CLCSVC5
Cd scr vat phuc vu viec t i / hoc va cac sinh hoft v3n the my cua sinh vien trong trydng dSy du v^ tien ldi
Cac trang thiet bi trong Idp hoc day du va tien i'ch Cd sd v i t chat cua thu vien dap flng tot nhu c3u tham khao cua sint) vien
Cd sd vat chSt v^ cong nghe thong tm (may tmh, mang Internet, website...) dap i/ng tot nhu cau cua sinh vien
0,777 0,735
Ky tuc xa sinh vien cua Tru'dng ng3n n^p, ve stnh, s?ch dep va khang trang
CLCSVC4 ^** ^^ ^^^ ^^"^ ^^ ^'^'^ ^^ *^°^ ^^ ^^^ ^ ' " ^ ^°^^ ^ ^ " *^^ "^^
cua sinh vien trong trUdng day dii va tien ldi CLCTDT (CFA: p^ = 0,831; TVE =55,2K; a* = 0,830)
Nha tru'dng cung cap chu'dng trinh hpc co chat li/^ng cao/
npi dung chifdng trinh chuyen sau theo nganh hoc 0,821 0,705 0,646 Npi dung cac mon hpc va cau triic chu'dng trinh dao tao co
tinh linh hoat, c^p nhat
Nha tru'dng cung cap chi/dng Irinh hoc co danh tieng trong xa hoi
0,521 0,730 Nganh hoc ciia nha triTdng da dang, phong phu theo nhu
ciu x3 hoi 0,512
CLHCHV (CFA: p^^ 0,914; TVE = 54,5%; a' = 0,913)
CLHCHV4 Nhan vien hanh chmh/giao vu the hi^n thai dp lam viec ti'ch cifc, hudng ve sinh vien
Nhan vien hanh chinh/giao vu co sU chu y va quan tam den smh vien trong cong vi?c
0,665
So 130&131 Thang 01&02.2017 TAPCHI CONG NGHf NGAN HANG 9 9
KlfMe!NHTH«NliDOHEDPEIir TRONG BOI CAMH DICHVUGlAO DUC M l HOC VltT NAM...
12 13 14 15 16 17 18
19 20
.
22 23 24 25
26 27 28 29 30 31
CLHCHV6 CLHCHV8 CLHCHV3 CLHCHV2 CLHCHVl CLHCHV5 CLHCHV10
Nhan vien cua Nha TrUdng giai quyet hieu qua, nhanh chong nhCrng kien nghj cua sinh vien
Nhan vien hanh chinh/giao vu giao tiep nha nhSn vdi sinh vien
Khi nhan vien hanh chinh/giao vu hfla lam viec gi thi hp d^u giu ldi hfla dung hen
Nhan vien hanh chmh/gtao vu lUu trU ho sd hpc vu chinh xac va truy lycdUdc
Khi stnh vien gap khd khan ve hanh chi'nh/hoc vu, nhan vien hanh chinh/giao vu quan tam giai quy^t
Nhan vien hanh chinh/giao vu co hieu biet sau ve he thong/
thu tuc hanh chi'nh
Nhan vien hanh cht'nh/giao vu ho tn? kjp thdi cac yeu c3u cua sinh vien
0,718 0,858 0,701 0,497 0,466 0,607 0,628
0,808 0,803 0,800 0,717 0,682 0,604 0,555
0,761 0,767 0,765 0,681 0,633 0,592 0,545 CLHDGD (CFA: p^ = 0,875; TVE = 50,1%; ii" = 0,874)
CLHDGD5 CLHDGD6 CLHDGD7 CLHDGDS CLHDGD2 CLHDGD1 CLHDGD3
Giang vien the hien thai do ti'ch cflc, nhiet tinh giang d?y hudng ve sinh vien
Giang vien the hien kha ning giao tiep tot trong Idp hoc Gidng vien kip thdt phan hoi cho sinh vien trong qua trinh hoc
Giang vien the hien thai do quan tam, lich sU khi trao doi vdi sinh vien
Giang vien cd phUdng phap giang day phu hdp vdi mon hpc Giang vien cd kien thflc, kmh nghiem trong llnh vUc chuyen sau cua ho
Giang vien chu y sdp xep thdi gian cho viec giup dff sinh v i l n khi ho nhan dUdc yeu cau
0,750 0,708 0,633 0,718 0,680 0,689 0,625
0,763 0,730 0,717
0,711 0,704 0,678 0,645
0,707 0,670 0,659 0,663 0,654 0,629 0,59B CLTICT (CFA: p^ = 0,871; TVE = 53,0%; a' = 0,870)
CLTICT2 CLTICT5 CLTICT4 CLTICT6 CLTICT3 CLTICTl
Djch vu y te, sflc khoe, ngan hang cua nha trUdng tien ich Thil tuc cung cap dich vu ciia nha trUdng ddn gian va chuan hoa
Nha trudng l i n g nghe cac phan anh cCia sinh vien de cai thien djch vg
Sinh vien dUdc nhan vien Nha TrUdng ddi xfl cong bSng, tran trong
Nha trudng khuyen khi'ch va ho tr(? tdt cac ho?t dpng doan hpi cua sinh vien
Nha trUdng ton trong sU tU do va rieng tU ca nhan ciia sinh vien
0,742 0,660 0,607 0,533 0,707 0,743
0,775 0,759 0,734 0,716 0,696 0,685
0,717 0,700 0,670 0,647
0,650 0,638 Nguon: ket qua xif ly du" li$u tren phan mem AMOS 22.0, SPSS 22 0 va Excel
^ Ghi chil- bien^ CLCSVC2 bi loai sau lan phan ti'ch CFA thif nhat; na. bten dS bi loai cl lan phin tfch CFA thif nhat nen khong cd ket qua tinh toan trong cac lan phan tfch ke tiep; TQBT va a': ket qui kiem dinh lai bhnc, phin tfch Cronbach's Alpha; tat ca cac bien quan sat trong phan tich CFA deu c6 m&c y nghTa p - 0,000; cac b,- qy^n sat
cua thang do thu difdc sau qua trinh hi^u chinh dUdc danh so i j ^ ^ - j .
1 0 0 TAPCHI C6NG NGHE NGAN HANG Thang 01&02.2017 So 130&131
