Cac nhan to anh hiTofng den chat liTofng chUofng trinh dao tao ky nang mem cho sinh vien nganh du Ijch
cua Tru'dng Dai hoc Dai Nam
PHAM TH! DUNG' Tom tat
Thong qua khdo sdt 298 sinh vien du lich. nhom tdc gid thuc hiin ddnh gid tdc dgng cua cdc nhdn td de'n chdt lugng chuong trinh ddo tgo ky ndng mem (KNM) cho sinh viin ngdnh du lich tgi TrUdng Dgi hgc Dgi Nam. Kit qud nghiin cffu cho thdy, co 07 nhdn tdtdc dgng thudn chieu tdi chdl lugng (sU hdi long) chuang Irinh ddo tgo KNM cho sinh viin ngdnh du lich cua Nhd trudng. vdi thff tu tdc dgng Id: Ngi dung chuang trinh ddo tgo; Co sd vgt chdt; Phuang phdp ddo tgo; Dgi ngd gidng vien; Thdi do hgc tap cua sinh vien; Ca chi' chinh sdch cua nhd trUdng; Mdi trudng hgc tap. Ket qud nghien cffu cung cdp cO sd thitc tien cho viic ndng cao chdt lugng chuong trinh ddo tao KNM cho sinh viin ngdnh du lich cua Nhd trUdng trong nhffng ndm tiep theo.
Ttf khoa: ky ndng mem. chdt luang dich vw, ^M" hdi ldng, khoa Du lich Trudng Dai hgc Dgi Nam Summary
Through a survey of 298 tourism students, the authors assess the impact of faclors on the quality of soft skills training program for tourism students at Dai Nam University. The result points out seven faclors positively affecting the quality (satisfaction) of the aforementioned program for tourism students, arranged in descending order of impact, which are Content of training program; Facilities; Training methods; Lecturers; Students' learning attitude; Mechanisms and policies of the university; Study environment. The finding provides a practical basis for improving the quality of the university's soft skills training program for tourism students in the years to come.
Keywords: soft skills, service quality, satisfaction. Faculty of Tourism. Dai Nam University
Cidl THIEU CaSCfLYTHUYETVAMO HINH NGHIEN CL/U Chtfdng trinh dao tao KNM cho sinh Ctf sof iy thuyd't
vien nginh du Iich cua Trtfdng Dai hpc Theo Parasuraman va cdng stf (1988, 1991), chit Dai Nam di dffdc Irien khai ngay ttf khi Itfdng dich vu chinh li stf khic biet giffa chat Itfdng thinh lip khoa Du lich va sinh vidn dtfpc cim nhan va chat Itfdng ky vpng Idii khich hing tieu dio lao ngay Itf khda dau lien. dung dich vu. ZeithamI va cdng stf (2000) cho ring, stf Tuy nhien, cho dd'n nay, chtfa cd hii long cua khach hing l i mot khai mem td'n^g quit nghidn ctfu nio dinh gii ve thtfc tidn noi ndn stf thda man cua ho khi tieu dung mdl dich dio tao, cung nhtf cic nhin Id' inh"hffdng vu. Oliver (1985) khSng dinh, chat Itfdng dich vu anh de'n chi't Itfdng d i o tao KNM cho sinh htfdng de'n mffc dp thda min cua khich hing, Cdn vidn du lich cua Nhi trtfdng, Vi the', vide Cronin va Taylor (1992) ke't luan ring, cam nhin cha't nghien cffu tic ddng cua cac nhan td'de'n Iffdng dich vu din dd'n stf thda man cua khach hang, chi't Itfdng chtfdng trinh dio tao KNM Nhtf vay. cac nghien cihi da chi ra ring, chat Itfdng cho sinh vien nginh du lich cua Trffdng dich vu li tien de cua stf thda man va li nhin to' chu Dai hpc Dai Nam la can thid't. yd'u anh htfdng ldi stf hii long.
• Trirdng Dgi hpc Dai Nam
Ngdy nhgn bdi: 25/6/2020; Ngdy phdn bien: 17/7/2020; Ngdy duy?t ddng- 21/7/2020
HIMH: M d HiNH NGHIEN C(i(l DE X U A T
NQI duag chuona tnnh dao u
Co che chinh sach eiia nha tnrang
M6[ trudng hpc i$p
Thai do hoc tap ciJa sinh vi
Chit Imjng CTDT (Sii hai long cua
smh vien)
Mguon. Lie xuat ciia n h o m nghien cifu
Koder vi Keller (2006) cho ring, stf hii long la mtfc dp cua trang thii cam gii cua mot ngtfdi bit nguon ttf sff so sinh ve radt san pham so vdi mong dpi cua ngffdi dd.
Trffdng Dtfc Thao va cpng stf (2017) khang dinh, giang vien va phtfdng phip giing day la ye'u to'quyd't dinh dd'n stf hai long cua sinh vidn.
Nhtf vay, stf hii long cua sinh vien ve chtfdng trinh dao lao cd anh htfdng ldn de'n chat Iffdng ciia mot trffdng dai hpc, li ccf sd dd' mot trffdng dai hpc cd nhffng bidn phap cai tie'n nham ning cao chat Iffdng dao tao.
Md hinh nghien ctfu
Md hinh cha't Iffpng chtfc nang va cha'l Itfdng ky Ihuil cua Gronroos (1984), md hinh nay dinh gii chi't Itfdng dich vu dffa tren ba diem thid't yeu l i : (1) Phin biet cha't Itfdng chtfc nang vdi cha't Itfdng ky thuat; (2) Hinh inh cd anh htfdng tdi chi't Itfdng dich vu; (3) Cam nhan ve chi't Itfdng dich vu la sff khic biet giffa dich vu mong ddi vi dich vu cam nhin.
Md hinh chi't Iffdng dich vu Servqual cua Parasuraman (1985) do Itfdng cha't Itfdng dich vu thdng qua hidu so' giffa mtfc dp cim nhan vdi gii tri ky vpng.
Md hinh niy danh gii chit Itfdng dich vu qua 10 thanh pbin li: (1) Phtfdng lien htfu hinh; (2) Stf tin cay; (3) Stf dip ffng; (4) Nang lffc phuc vu; (5) Tie'p can; (6) An can; (7) Thdng lin; (8) Stf tin nhidm; (9) An toin; (10) Stf thiu hidu.
Sau do, cic nhi nghidn ctfu da tdng hdp vi dtfa ra thang do Servqual gom 5 thinh phan chinh l i : (1) Phtfdng tien htfu hinh; (2) Dp tin cay; (3) Sff dip tfng;
(4) Sff phuc vu; (5) Stf cam thdng. Md hinh Servqual dtfdc thtfa nhan nhtf mpt thang do cd gii tri ly thuye't cung nhtf Ihifc lidn.
Chtfdng trinh giang day la mpt trong cac yeu Id' quye'i dinh, mang tinh dinh hi/dng qua trinb hpc tap va ren luydn KNM cho smh vien trong sud't hpc phan vi kha ning tfng dung vao thiTc Id' hpc lip va cdng vide.
De chtfdng trinh giang day KNM hieu qua, ddi hdi nhieu ye'u Id' khic nffa, nhff: phffdng phap giing day, he thd'ng danh gii chi't Iffdng giing vien. y thtfc hpc tip cua sinh vidn. c d s d \ a i cha't. trang thie't hi hd trd giing day, cd chd' chinh sach lien quan dd'n khuye'n khich viec day va hpc KNM.. Trdn cd sd dd. md hinh nghien
ctfu tac ddng cua cic nhan ' - • '^'^
Idng cua sinh vien khoa Du hch. Trff^l^S Dai hpc Dai Nam ve chffcfng innh dao tao KNM dffdc xic lap nhtf Hinh.
Phtfdng phap nghidn ctfu , , Du-a trdn bang hot dtfdc thiet ke sSn gom 32 mdnh de dai dien cho 32 bien quan sal, trong do cd 03 bie'n quan sit cho "Stf hai Idng cua sinh vidn" va 29 bien quan sit cho 07 nhan td' tic dpng trong md hinh. Nhdm nghidn ctfM tien hinh khao sit 298 sinh vidn chinh quy dang theo hpc tai khoa Du hch. Trtfdng Dai hoc Dai Nam. Thdi gian khao sat tff thing 12/2019 de'n thing 5/2020.
KET QUA NGHIEN CLTU Kiem dinh thang do
Dff lieu sau khi thu thap dtfdc xtf Iy tren phan mem SPSS 24 va dtfdc ke't qua phan tich nhin Id' kham pha (EFA) cho gii tri hd so' KMO = 0,784 thoa man dieu kien 6,5 < KMO < 1 vi gii tri Sig.= 0,000.
Nhtf vay, cac nhan Id' phff hdp vdi dff lidu khao sit vi cac bie'n quan sil cd Itfdng quan tuy^n tinb vdi nhan td' dai didn; gii tri li tong phffpng sai trich Ii 74,476% vdi diem dffng cic nhan Id' Eigenvalues bing 1,199. Didu niy cho bid't, cd tdi 74,476%
stf thay doi cua cac nhan td' dtfdc giai thich bdi 29 bid'n quan sit vi dtfdc nhdm Iai thanh 7 nhan to' chinh phu hdp vdi md hinh de xui't.
Kd't qui ma trin nhin Id' xoay cho bid't gii tri Idn nha'l cua he sd'tai nhin to' dd'i vdi moi bid'n quan sat. Cac bie'n die trtfng deu cd he so' tai nhan to' ldn hdn 0,5, duy chi cd thang do SV2 cd he sd' tai nhan to giai thich cho 2 nhin to chinh la: "Thii dp hpc tap cua sinh vidn" vi
"Mdi trtfdng hoc tip", nhtfng vi he sd'tai cho nhan to' chinh "Thii dd hpc tap cua sinh vien" co gii tri 0,811 (> 0,5), cdn dd'i vdi nhin to' "Mdi trffdng hpc tap" chi dat 0.12 (< 0,5), nen nhdm nghidn ctfu quye't dinh van giff lai bie'n quan sal niy vi khdng loai bo bien quan sat nao khic.
Nhu- viy, sau khi thu thip sd' Heu vi phan tich, cic nhan td'anh hu'dng tdi stf hii long ciia sinh vidn ddi vdi chiTdng tnnh dao tao KNM ciia khoa Du hch, Trtfdng Dai hpc Dai Nam phti hdp \ di md hinh ly thuye't vi cd the sffjiung i' tje'n hiinh cic btfdc nghidn ctfu tiep theo.
Ke't qua phan U'cb thani- , , ^ia ^ic nhan to ciing cho lha\. he v,. ihach's Alpha cua ta't ca cic khai • , ,^ ^^
134
nghidn cd\i deu cd gia tri Idn hdn 0,7, do dd, diy deu la cac thang do td't, cd dp tin cSy cao.
Phan tich md hinh h6i quy va cac gia thuyd't ngliidn cvtu
Trong nghien cii\i nay, cic gia tri cua cic bie'n ddc lap vi phu thupc trong md hinh dtfa vao phan lich hoi quy da bie'n l i gii tri trung binh cic thang do dtfpc lay ttf ket qui phan tich EFA cd tinh dd'n trpng so'(Factor Score), cich tinh nay cho ke'l qui chinh xic hdn gii tri trung binh cpng mi hau hd'l cac nghidn ctfu trtfdc day van Ihtfdng dung. Dtfa trdn kd'l qua niy, thtf tff cic nhan to' anh htfdng Irong md hinh dffdc sap xe'p lai nhff Bang 1.
Nhtf vay, nhdm tic gii d i tfdc Iffpng lai md hinh hoi quy vdi cic bid'n dpc lap li 07 nhan to' anh hffdng dtfdc ky hieu li, (1) CTDT: Ndi dung chtfdng trinh d i o tao (XI); (2) CSVC: Cd sd vat cha't (X2);
(3) MTHT: Mdi trffdng hpc tip (X3); (4) PPDT: Phtfdng phap dao tao (X4); (5) CCCS: Cd che'chinh sich ciia nha trtfdng (X5); (6) GV: Ddi ngu giing vien (X6);
(7) SV: Thil dp hpc lip ciia sinh vidn (X7) va bien phu thudc la "Stf hai Idng cua sinh vien dd'i vdi chtfdng trinh dio lao KNM tai khoa Du lich, Trtfdng Dai hpc Dai Nam" (ky hieu la SHL (Y)).
Tren cd sd kiem dinh dtf lidu phin phd'i chuan cho thi'y cac nhan id' dai dien cho cic bie'n dpc lip cd md'i quan he tuyd'n linh vdi bid'n phu thudc "Y, do vay phUdng tnnh hoi quy can tfdc Itfdng se cd dang:
SHL = flo + ^1*CTDT + p2*CSVC + p3*MTHT + /^4*PPDT + ^S'^CCCS + P6*GV +li/'^SV + e
Tie'p theo, cac bie'n ddc lap vi bie'n phu thupc dtfdc dtfa vio phan lich hoi quy da bie'n. Phtfdng phip phan tich dtfpc chpn la phtfdng phap Itfa chpn mdt lan (Enter), theo phtfdng phip niy, cac bid'n doc lip se dtfdc dtfa vao md hinh mdt lin.
Gii tri cua bid'n phu thudc v i cac bid'n dpc lip trong md hinh dtfdc tinh Iheo gii tri trung binh da tinh dd'n Irpng so' Factor score cua cic quan sil va da chuan hda.
Ket qua phan tich h6i quy dtfdc thd' hien nhtf Bing 2.
Ke't qua phan tich h6i quy Ihu dtfdc cho thay, tri so' R = 0,725 nghia la md'i quan he giffa cac bie'n trong md hinh ttfdng dd'i chit che. He so' xac dinh R-
= 0,526, dilu niy ndi Idn dp thich hdp cua md hinh la 52,6%. Ngoai ra, gii tri R- hidu chinh phan anh chinh xac hdn
BAMG 1: BAMG QOY tfOC LAI C A C K H A I MIEM v A THANG DO MGHIEN CCfU STT
1 2 3 4 5 6 7
Kyhi^u FAC1_1 (CTDT) FAC2_1 (CSVC) FAC3„i (MTHT) FAC4_1 (PPDT) FAC5_1 (CCCS) FAC6_1 (GV) FAC7_l (SV)
NhSn td*
Noi dung chifdng trinh
Cd set vat chat Moi tnrSng hoc tap PhiTdng phap dao tao Cd che chinh sach cua nha tru'dng Doi ngu giang vien Thai do hoc tap cua sinh vien
Cdc thang do ^ CTDTl; CTDT2; CTDT3; CTDT4;
CTDT5; CTDT6
CSVCl. CSVC2. CSVC3: CSVC4 MTHTl; MTHT2: MTHT3: MTHT4 PPDTI; PPDT2: PPDT3, PPDT4 CCCS 1, CCCS2. CCCS3. CCCS4 GV1;GV2;GV3:GV4 SV];SV2,SV3;SV4
BANG 2: BANG K E T Q O A HOI QGY CGA MO HIMH Model
1 R 0,725-'
He stf xic dinh R' R' lii$D chinh 0,526 0,515
Sai stf chu^n ciia ifdc lifting 0,697
Durbin-Watson 1,865 a. Predictors (Consiani). SV, GV. CCCS, PPDT, MTHT, CSVC, CTDT
b Dependent Variable: SHL
Mguon, Ket qua \\S \y so lieu iren pti.an m e n SPSS
Stf phu hdp cua md hinh vdi td'ng thd', ke't qui phan lich cho Iha'y, R- hieu chinh cd gia tri bing 0,515 (hay 51,5%) ttfc li chi cd 51,5% stf bie'n ihien cua bie'n phu thudc (Y) dffdc giai thich bdi 7 nhan to trong md hinh, cdn 48,5% se dffdc giii thich bdi cic nhin td' khac ngoai md hinh va sai sd'ngiu nhidn,
De kiem dinh dp phu hdp cua md hinh hoi quy tdng the, can xem xdt de'n gii tri thd'ng kd F trong bang phan tich phffdng sai ANOVA. Bang 3 cho tha'y, gii tri F = 45,987 vdi mtfc y nghia Sig, = 0,000 < 0,05, btfdc dau cho thi'y md hinh hoi quy luye'n tinh phu hdp vdi tap dff lieu va cd the stf dung dtfdc.
Bang 4 cho thi'y, ta't c i cic he so' cua him hoi quy va he so' Beta chuan hda deu bang nhau, vi khi linh theo phtfdng phap sff dung Factor score, thi thtfc cha't cic dff lieu da dffdc chuan hda irffdc khi phin tich hdi quy vi cic bid'n ddc lap dai dien cho cic nhin Id' inh hffdng d^u cd y nghia trong md hinh (Sig.<0,05) va cd tic ddng tdi "Stf hii Idng cua sinh vien dd'i vdi chtfdng tiinh dao lao KNM lai khoa Du lich, Trtfdng Dai hoc Dai Nam" vi deu li tic dong thuan chieu,
Tff ket qui phin tich hoi quy ta cd md hinh:
SHL = 3.586E-15 + 0.45*CTDT + 0.395''CSVC + 0.127*MTHT + 0.263*PPDT + 0,135*CCCS + 0,188*GV+0.171 ^SV+e
Md hinh trdn giai thich dtfdc 51,5% (R- hidu chinh
= 0,515), sff thay dd'i cua "Sff hii long cua sinh vidn dd'i vdi chtfdng trinh dao tao KNM tai khoa Du lich, Trffdng Dai hpc Dai Nam" la do cic bid'n ddc lip trong md hinh tao ra, con lai 48.5% sff thay doi dffdc giai thich bdi cac nhan to' khac ngoii md hinh.
Cin cff vio he sd' Beta chuan hda cho thi'y, mffc dp tac dpng cua cac bid'n ddc lap tdi bie'n phu thudc
"Sff hai idng cua sinh \ ien dd'i vdi chtfdng trinh dao
Economy and Forecast Review
135
B A N G 3: K E T Q U A P H A N TJCH P H t f d N G SAI A N O V A
^ I d hinh
1 Hfii quy Phan dl/
Total
Tdng c i c binh phtftfng 156,244 140,756 297,000
B9cttfdo(dO 7 290 297
MnAAigsai 22,321 0,485
F 45.987
SIR.
0.000''
a. Dependent Variable: SHL
b. Predictors: (Constant), SV, GV, CCCS, PPDT, MTHT, CSVC. CTDT
NhSn t8'
| l (Constant) CTDT CSVC MTHT PPDT CCCS GV SV
BANG 4 KET QUA PHAN TICH HOI QUY DA BIEN H^stf
chtfa chu^n hoa B 3,586E-15
0,450 0,395 0,127 0,263 0,135 0,188 0,171
D<l l^ch chuan
0,040 0,040 0,040 0,040 0,040 0,040 0,040 0,040
H^s^da chti^n hoa
Beta
0,450 0.395 0,127 0,263 0,135 0,188 ,171
t
,1)01) 11,126 9,759 3,138 6,5! 4 3,339 4.651 4.218
Sig.
1,000 0,000 0,000 0,002 0,000 0,00!
0,000 0,000
Thd'ng kg c<lng tuy&'n
»0 chlfp nh$n
1,000 1,000 1,000 1,000 1,000 1,000 1,000
VIF
1,000 1,000 1,000 1,000 1.000 1.000 1,000 a. Dependent Variable: SHL
N g u d n . KSt qua xiJf ly so lieu tren phan m e m SPSS
tao KNM tai khoa Du Hch, Trtfdng Dai hgc Dai Nam"
dtfdc sip xe'p theo thtf ttf giam dan nhtf sau: "Ndi dung chtfdng trinh dao lao" vdi pi = 0,45; "Cd sd vat cha'l"
vdi p2 = 0,395; "Phtfdng phip dio tao" vdi p4 = 0,263;
_ ., . . . . < , iSS.
•'Dot ngu giang vien M'I - ' -
"Thii dd hoc tip ciia sinh wen vOi p/
= 0,171; "Cd che chinh sJui ^Lia nha trtfdng" vdi P5 = 0.135, "Mdi Hffdng hpc tap" vdi p3 = 0,127.
KET LUAN
Ke'l qua nghidn cu^ cho tha'y, de khong ngffng ning cao chat Iffdng chffdng ttinh dao tao KNM cho sinh vien tai khoa Du lich, Trffdng Dai hoc Dai Nam, thi trffdc hd't, Nha trffdng va Khoa can phai thay ddi npi dung chffdng trinh dio tao KNM cho sinh vidn theo hffdng gin vdi dac thu nghe nghidp kinh doanh dich vu du Iich - Itf hanh.
Ben canh dd, viec dau tff cd sd vat chi't, trang thid't bi ky thuat phyc vu dao tao KNM cho sinh vien cung cdn hd't stfc dtfcfc quan tam va dieu chinh kip thdi.
Bdi, theo ke't qui nghien ctf\i, mic diJ ca hai nhan to' niy dtfdc sinh vien danh gia d mtfc ttfdng dd'i tha'p vi thap, nhtfng lai cd mtfc dp lac dpng manh va thuan chieu ldi stf hai Idng cua sinh vidn.
Ngoai ra, phtfdng phip dao tao tuy da dtfdc sinh vien dinh gii khi cao, nhtfng cung can cd nhffng thay doi khi dio lao KNM cho sinh vidn nganh du iich, dac bidl can phii cd giang vidn am hieu sau ve dac thu kinh doanh du lich Iff hinh dam nhiem . . •
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