TAP CHf KHOA HOC TRtJdNG 0*1 HOC TRA VINH, s 6 31. THANG 9 NAM 2018
CAC YEU TO ANH H U 6 N G DEN SU HAI LONG CUA HOC VIEN HE VtTA LAM v t A HOC DOI v 6 l
CHAT LUONG DICH VU DAO TAO CUA
TRUCING D A I H O C TRA VINH
Nguyin Van Nguyen^ Nguyen Thanh Thoai^, Lam Sdn Dien^
FACTORS IMPACT ON THE SATISFACTION OF PART-TIME STUDENTS ON THE QUALITY OF EDUCATIONAL SUPPORT SERVICES
IN TRA VINH UNIVERSITY
Nguyen Van Nguyen^, Nguyen Thanh Thoai^, Lam Son Dien^
Tom tat - Trong nen kinh te thi trUdng, hoat ddng gido due vd ddo too tii lau da dUdc xem nhu mot loai hinh "dich vii" vd chiu canh tranh ngdy cdng cao. Dendng cao ndng liic canh tranh cua Tnidng Dgi hoc Trd Vinh thong qua viec cung cap dich vii ddo too tSt hdn cho hQC vien he vHa Idm viia hpc, nghien ciiu ndy dupe tien hdnh di xdc dinh cdc yeu to dnh hudng den sU hdi long cua hpc vien doi vdi chdt lUdng dich vu ddo too he vita lam vita hoc cua Nhd trudng. Nghien ciiu sii dung phUdng phdp mo td, kiem dinh Cronbach's Alpha, phdn tich nhdn to khdm phd vd phdn tich tUdng quan thdng qua viec dieu tra bdng bdng cdu hoi vdi kich thUdc rtidu n = 598, sai so thong ke 00=5%. Ket qud nghien ciiu cho thdy cd sdu yeu to dnh hudng den sU hdi long cila hpc vien he vita Idm vita hpc ddi vdi chat lUdng dich vu ddo too cua Trudng Dgi hpc Trd Vinh bao gdm:
(1) cd sd vat chdt, (2) nang lUc phuc vu, (3) dd tin cdy, (4) khd ndng dap itng, (5) sti quan tdm vd (6) dich vu hd tr(f khdc. Qua do, viec cdi thien cdc yiu to ndy se lam hpc viSn hdi long hdn vd ndng cao hieu qud canh tranh cua Nhd trUdng.
i,2,3vigf, ph^t tri^n Nguon lUc, Trtfclng Dai hoc Tra Vinh Ngiiy nhSn bai: 05/07/2018; Ngay nhSn kit qui binh duyet: 22/11/2018; Ngay chap nh3n dang: 23/12/2018
Email: [email protected]
^''•^Resource Development Institute, Tra Vinh University Received date: 05"' luly 2018 ; Revised date: 22"'^
November 2018; Accepted date: 23'"'' December 2018
Tit khda: chdt luting dich vu ddo tao, sU hdi long, sinh viSn hi vUa lam viia hpc.
Abstract - In the market economy, academic activities have long been considered as "a kind of service" with increasingly high competition.
In order to increase competitiveness of Tra Vinh University (TVU) by improving support services for part-time students, this research has been implemented to identify factors that affect to part-lime students' satisfaction related to qual- ity of academic support services at TVU. The research was conducted by interviewing experts and analyzing questionnaire-based primary data with sample size n = 598 and statistical error 00 =5%. The results indicated 6 factors affecting the satisfaction of part-time students with regard to the quality of the support services at TVU including: (I) Facilities (2) Assurance, (3) Relia- bility, (4) Responsiveness, (5) care and (6) other Support Services. Therefore, the improvement in these factors will make students be more satisfied as well as increase competitiveness of TVU
Keywords: quality of academic support ser- vices, satisfaction, part-tune students.
20
TAP CHf KHOA HOC T R U O N G D^l HOC TRA VINH. s 6 31, THANG 9 NAM 2018 KINHTfe.XAHOl
I. G l d l T H l | U Tai Viet Nam, qua gan 60 nam Mnh tiianh va phat h'ien, he dao tao vfla lam vfla hoc (VLVH) da mang lai nMeu ldi ich tiuet tiiflc, phat trien nguon nhan Iflc chat Ifldng cao, gdp phan tiiflc Men cdng ngMep hoa Men dai hda dat nflde va Mnh tiianh xa hoi hoc tap. Tuy nMen, viec to ehflc quan U dao tao VLVH cdn cd nhflng bat cap, han che gay cai nhin khdng tMen cam cho xa hdi. Ket Man dfldc nit ra tfl nMeu nghjen cflu va cac buoi toa dam co Uen quan din Mnh tiiflc VLVH: vdn de eua loai binh nay la khdng bai ban va quy ehuan nhfl he cMnh quy nhflng sv( tin tai cua nd la can tiiiet cho nhu cau hoe tap cua ngfldi dan va khdng tiie xda bd h6 VLVH [1]. Va de quan li ehat Ifldng dao tao va quan 11 trien khai cae loai Mnh dao tao ddng nhat gifla cac ddn vj dao tao trong nflde va nflde ngoai hoat dong tren lanh tho Viet Nam, Bd Giao due va Dao tao da ban hanh quy djnh ve kiem djnh chat Ifldng cd sd giao due dai hoe [2] va quy djnh vl ndi dung chfldng trinh dao tao VLVH [3] d l nang cao chat Ifldng dao tao va quan li dao tao eua hB nay.
Nhfl vay, vl chat Ifldng dao tao, cac ddn vi dao tao da CO cdng cu danh gia va quy djnh quan U chung. Nhflng de eanh tranh, ton tai va cMin thang ttong cuoc chay dua tiiu hut hoc vien, eac trfldng phai tao ra sfl khac biet va cau hdi dat ra d day la sfl khac biSt den tfl dau kM ma chat Ifldng dao tao da dfldc ehuan hda? ElUcott va SMn [4]
eho rang giao due dai hoe dfldc nMn nhan la mdt nganh cdng ngMep djch vu. Do do, cac trfldng tap trung nMeu hdn trong viee dap flng ki vong va nhu cau cua ngfldi hoc. Con Gbadosami va De Jager [5] cung cho rang vi6c do Ifldng va dam bao ehat Ifldng dich vu dao tao doi vdi hoe vien, nhan vien, ngfldi sfl dung lao dong la mot yeu td song cdn cua cac trfldng. 0 Viet Nam, Pham Phu [6] cung nMn nhan djch vu giao due dai hoe cM'nh la bang hda. Va hang hda tdt phai di kem vdi dieh vu khaeh hang tot de tao ra mdt tiifldng Meu hoan hao. Vi till, cMen Ifldc khdng till tMeu cua cac t l ehflc giao due ndi ehung va Trfldng Dai hoe Tra Vinh (TVU) ndi rieng la phai dat dfldc sit hai long eua ngfldi hoe tiidng qua viee cung cap eac djch vu dao tao. Nhan tiily rd tilm nang eua he VLVH va xu ttie phat trien cua tiii tnidng giao due, ngMen cflu nay dfldc tiifle Men
d l kiem djnh tiiang do va phan tich cac yeu tfi anh hfldng den sfl hai long cua hoc vien ve chat Ifldng djch vu dao tao he VLVH tai TVU va lam tien de ve cd sd khoa hoc cho cae ngMen cihi lien quan din eh4t Ifldng djch vu 6 cae loai binh dao tao khac hoae cac van dl khac cua he VLVH.
n. TONG QUAN NGHlfiNCtitJ PMUp Kotier va Gary Armstrong [7] dinh ngMa "Dieh vu la mdt boat ddng hay ldi ich cung flng nham trao doi, chu ylu la vd Mnh va khong dan din viec chuyen quyen sd hflu. Viec thiJc Men djch vu co the gan Uen hoac khdng gan lien vdi san ph&i vat chat"[p. 413]. Tfl djnh nghia tren, djch vu dfldc xem la mot loai hang hoa vo Mnh, trong dd bao gom dich vu giao due - dao tao, ma qua viee sfl dung dich vu, ngfldi sfl dung cam nhan dfldc gia trj djch vu hdn la sfl sd bfti mot mdn hang hda hflXi Mnh cu thi. Tfl viec cam nhan gia tri dich vu, ngfldi sfl dung se so sanh vdi gia fli ki vong, nlu gia Di cam nhan cao hdn hoac bang gia tri Id vong, ngfldi sfl dung se dai dflde sfl hai Idng tfl djch vu va ngfldc lai.
Giai thich rd hdn vl gia trj cam nhan, Cronin va eong sfl [8], Parasuraman va Grewal [9] cho rang chat Ifldng dich vu cung cap la yeu to quan trgng djnh hfldng gia trj cam nh|n cua khach hang. NgMa la chat Ifldng djch vu va gia trj cam nhan cd moi quan he dong biln. Md Mnh thang do SERVPERF cung khang djnh eh4t Ifldng djch vu = gia tri cam nhan. Do dd, vdi cung mot miic do kl vong, chat Ifldng dich vu la yeu to quyet dinh sfl hai long. Vdi hoe vien, dii tfldng diJdc xem la khach hang eua trfldng dai hoe, khi ditcte cung cap eac djch vu dao tao mot each tot nhat se gdp phan thuan ldi trong suot qua trinh theo hoe. TO dd, ho se gia tang Meu qua hoe tap, thoa man nhu eau hoc tap. Qua dd, nd gdp phan nang eao dflde ehat Ifldng dao tao cua Nha ttitdng.
Cae ngMen cflu cu the hdn ve cac ylu to tac ddng din sfl hai long nhfl eua Sherry, Bhat va Ling [10] da tien hanh ngMen cflu do Ifldng K vong va cam nhan eua hoc vien nflde ngoai ve Hoc vien Cdng nghe UNTTEC, New Zealand v^
tiiang do SERVQU/U. va danh gia nam nhSn t^
Uen quan den ki vong va cam nhan eua hpc viei bao gom: "ed sd vat chat", "do tin cay", "tint kip thdi", "danh tieng" va "sfl quan tam den hw
TAPCHIKHOi^ ^ KINH ife - XA H O I
vien". Vdi so Ifldng miu n=402, ngMen cflu chi ra tat ea cac nhan t l dlu cd sfl K vong khae nhau gifla hpc vien quoc t l va hpc vien ngfldi New Zealand. Tuy nMen, nhan t l tinh kjp thdi, san long ho trd cung cap djch vu nhanh chdng eho hpc vien, dfldc danh gia cao tfl ca hai nhdm hpc vien va ed dp khae Met thap nhat. Dieu nay khang dinh vai trd cua dich vu dii vdi hpc vien trong ngMen cflu.
Nguyen Thj Xuan Hfldng va edng sfl [11] kM ngMen cflti ve cae nhan to anh hfldng den sfl hai long cua hpc viSn vdi dieu kien ed sd vat chat va phue vu da tiin hanh do Ifldng Id vpng va cam nhan eua 423 hpc vien bang thang do SERVPERF. Kit qua ngM6n cflu cho th4y nam nhdm nhan to anh hfldng din sfl hai long eua hoc vien gom: ed sd vat chit, nang Iflc phuc vu, kha nang dap flng, sfl quan tam va sfl tin cay.
Tfldng tfl, tac gia Dang Nguyin Thao Hiin [12]
tiiflc Men ngMen cflu (£nh Ifldng tien khao sat 350 sinh vien nham do Ifldng mfle dp hai long cua sinh vien vl chat Ifldng dieh vu dao tao cua trfldng va chi ra rang: cac biln ddc lap (1) ed sd vat chat, (2) kha nang tiifle M6n cam ket, (3) sfl nMet finh eua can bd, giang vien, (4) dpi ngu giang vien deu cd y ngMa trong md Mnh va co tac ddng din sfl hai long cua sinh vien, rieng biln (5) sfl quan tam cua nha trfldng khdng ed y ngMa tac ddng den viec tao ra sfl hai long doi vdi sinh vien.
NgMdn cOu cua Pham Thj Lien [13] khao sat eae ylu to anh hfldng din sfl hai long eua ngfldi hpc ve ehat Ifldng djch vu dao tao gom: (1) cd sd vat chat, (2) chat Ifldng chfldng ttinh dao tao, (3) dpi ngu giang vi6n va (4) kha nang phuc vu.
Thdng qua viee ngMen cflu khao sat 160 sinh vien, kit qua eho thay ylu to dpi ngu giang vien khdng anh hfldng den sfl hai long cua sinh vien, ba ylu to cdn lai deu ed anh hfldng. Tfldng tfl, tac gia Nguyin TM Hong Nga [14] tiep can van de ve nang eao chat Ifldng eua Mnh tiiflc dao tao he VLVH nhflng tiieo hfldng tap filing vao danh gia cac nhan to anh hfldng. Dfla filn kit qua khao sat tfl 500 miu, eac ylu t l cd anh hfldng trflc tilp nhat den chat Ifldng dao tao he VLVH la:
(1) chat Ifldng dau vao cua sinh viln, (2) chfldng trinh dao tao, (3) mue dich tham gia khda dao tao eua ngfldi hoe, (4) tiu Ueu giang day, (5) phfldng
phap giang day. TO do, tac gia de xuat mdt sd kien nghi nham nang eao chat Ifldng dao tao theo Mnh tiiflc VLVH.
Cac ngMen cflu tten tiiieh hdp lam ed sd U tiiuylt de phat trien md Mnh cua dl tai nhflng da phan tap tiling vao danh gia chat Ifldng dao tao va djch vu dao tao cho loai Mnh dao tao tap trung chinh quy, it cd ngMen cflu tap trung danh gia chat Ifldng dich vu dao tao cho dii tfldng hpc vien VLVH.
Tren ed sd so sanh md Mnh SERVQUAL eua Parasuraman [15], mo Mnh SERVPERF cua Croran va Taylor [16] va tit kit qua cua cac ngMen cflu neu tren, ngMen cflu nay cung lfla chpn md Mnh SERVPERF de ngMen cflu chat Ifldng djch vu dao tao vi nam tiianh phan cua thang ito tiong md Mnh nay phu hdp vdi muc tieu ngMen cflu eua de tai.
Ben canh do, thfle t l tiien khai boat dong djch vu dao tao loai Mnh VLVH, do doi tfldng tiieo hpc la nhflng ngfldi di lam nen thdi gian danh eho viec hpc khdng nMeu nhfl hpc vidn cMnh quy hpc tap toan thdi gian. Ho chu yeu hpc vao cac ngay tiifl Bay va Chu nhat. Do do, ngfldi hoe dl bi cuon tiieo cong viee ma khdng co nMeu thdi gian din trfldng de ngMen cflu hay xem cac thdng bao vl Ueh hpe, Uch tM diem so... TO thfle t l dd, ngMSn cflu dfldc bo sung them ylu to djch vu hd fid khae (bao gom eae dich vu hd fid fiflc tuyln nhfl hB thong thfl vien so, he thong tra ciiu thdng fin...) la thanh ph4n thfl sau cua thang do.
Va md Mnh ngMen cflu li thuylt dflde de xu4t nhfl sau:
Hinh 1: Md Mnh ngMen cflu de xuat
Nhdm gia tMit ve quan he gifla eac thanh phan chat Ifldng dieh vu dao tao doi vdi sfl hai long eua hpe vien
TAP CHlKHOA HOC TRUdNC DAI HOC TRA VINH, s 6 31, THANG 9 NAM 2018 KINHTe-XAKfli]
HI: Cd sd vat chat cd anh hfldng din cam nhan sfl hai long cua hpc vien.
H2: Nang Iflc phue vu cua nha firfdng ed anh hfldng din cam nhan sfl hai long cua hoc vien.
H3: Dp tin cay cua hpc vien doi vdi nha trfldng ed anh hfldng din cam nhan sfl hai long cua hpe vien.
H4: Kha nang dap flng cua nha trfldng cd anh hfldng din cam nhan sfl hai long cua hpc vien.
H5: Sfl quan tam cua nha ttfldng cd anh hfldng din cam nhan sfl hai long cua hpc vien.
H6: Dich vu bd trd cua nha Qifdng cd anh hfldng den cam nhan sfl hai long cua hpc vien.
III. PHUONG PHAP NGHIEN Cl]U Trong dl tai nay, chung tdi sfl dung phfldng phap ngMen cflu djnh tfnh kit hdp vdi djnh Ifldng.
Cae phfldng phap cMnh dfldc thflc Men nhfl sau:
- Xay dung tiiang do: Thdng qua ngMen cflu [10]-[14] va ngMen cflu kit qua khao sat lay y kien hpe vien VLVH tai thdi diem tiii tdt ngMep hang nam eua nha trfldng, de nhan dien sfl phu hdp cua mo Mnh ngMen cflu, nhdm tac gia da thao luan va khao sat thfl vdi cac chuyen gia gom nhan vien trfle fiep lam eong tae quan li dao tao, lanh dao va giang vien tham gia edng tac giang day cua loai Mnh dao tao VLVH. Meu cMnh va dfla ra thang do gom 30 bien quan sat cMa lam bay nhdm yeu td. Cac biln dfldc do Ifldng sfl dting tiiang do Likert nam mflc dp de danh gia sfl hai long cua hpc vien vl chSt Ifldng dich vu dao tao he VLVH eua TVU va dfldc ma hda nhfl sau:
- Thu tiiap dfl Ueu: dfl lieu dfldc thu thap tfl cuoc dieu tra bang bang eau hdi doi vdi hpc vien he VLVH. Doi tfldng khao sat chu ylu hoc vien nam cuoi bac dai hpc tot ngMep thang 3/2018.
Viee lfla ehpn eac doi tfldng hpe vien nam cudi de dam bao cho bd dfl lieu tiiu thSp se dfldc eMnh xac hdn, do cac hpc vien nam cuoi da cd thdi gian trai ngMem de nhan bilt va so sanh diem hai Idng hay khong hai long vdi cac djch vii dao tao cua Nha trfldng. Phfldng phap chpn mau phue vu ngMen cflu de tai nay la phfldng phap pM xac suat tiiuan tien. De dam bao kich tiifldc miu dfldc tiiu tiiap vdi dp Idn an toan nhat, theo Amir va Jayavel [17], nhom ehung tdi ap dung cdng tiiflc
tinh kich thflde miu:
y ( l - v)^Ui2) _ 0.5x(l - 0.5)iL9g
" " e2 ~ 0052 "
= 384.16 Trong dd: n la so Ifldng miu
•^(00/2) la gia tij bang phan phoi Z can cii theo dp tin cay 1 - oo/2
p la kha nang hpc vien hai long vdi dich vu dao tao
e la sai so thong ke
De dam bao rang n dfldc fldc Ifldng vdi do 14 an toan nhat, chung tdi ehpn P = 0.5, dd tin cay 95% va sai so tiiong ke 5%, chung tdi tiiu thap kich thflde miu la 385. Tai tfidi diem khao sat chung tdi tiin hanh khao sat tat ea 651 hoc vien du dieu kien dfl tM tdt ngMep thang 3/2018 cua Nha trfldng. Sau kM thu thap va Idem tra kit qua, CO 598 bang khao sat dflde sfl dung de nhap va liun sach tiidng qua phan mim tiiong ke SPSS.
- Xfl U phan tieh so Ueu: NgMen cflu cWnh thiic dfldc tiiflc Men bang phfldng phap <^nh Ifldng thong qua viee sfl dung phan mem tiiong ke, Cac bfldc phan tich dfl lieu bao gom: (1) sii dung he so Cronbaeh's Alpha de danh gia do tin cay cua eae thang do trong md Mnh n^en cflu, eac bien cd he sd tfldng quan tong bien nhd hdn 0,3 se bj loai va thang do dfldc chon kM he s6 Cronbaeh's Alpha Idn hdn 0,6; (2) si dung md Mnh phan tich nhan to kham pha EFA (Exploratory Factor Analysis) de Idem djnh thang do sit hai long va thang do chat Ifldng dich vu, Cuoi cung, ngMen cflu sfl dung phan tfch tiidng quan de phan tfch tac dong eua eac yeu to anh hfldng din sfl hai long.
IV. K^T QUA VA T H A O L U A N
A. Kiem dinh dp tin cdy cua thang do Kit qua phan tieh he so tin cay Cronbaeh's alpha nhfl Bang 2 cho tiiay he so Cronbaeh's Alpha cua cae nhan td dlu Idn hdn 0,6 va moi quan he vdi bien tong dlu Idn hdn 0,3. TUy nhien, bien SQTl "nha trfldng tiifldng xuyen tl chdc khao sat lay y kiln ngfldi hpc ve danh gia chat Ifldng djch vu dao tao" cd he so tfldng quM biln tong nhd hdn 0,3 nen bien nay loai ra khoi md Mnh.
TAP c m KHuA n , iiiANG9NAM201g
Bang 1: Thang do cac yeu to anh hfldng din sfl hai long
i 1 M a Bien q o a n sat | ^ ^ ^ ^ , . ^ CO s d V S T C H i T (CSVC)
1 2 3 4 3
St) li/dng phong hoc dip ilng nhu cau hoc lap cua hoc vi§n (so liidng phiing hoc, ban ghe, anh s i n g . . . ) He thong phong [hi nghiem, thilc hanh dSy du, difdc trang bl va hoat dpng tot
Thiet bl phuc vu giang day hpc t5p (may chieu, may Ei'nh..,) day du Thu viSn dap iJng di/dc nhu cSu nghien citu cua hoc vien (dau sdch, tap chi . . ) H^ ihong dich vu cong cong (nha ve sinh, n h i xe. . ) dap ling tot nhu cau cua hoc vien
CSVCl CSVC2 CSVC3 CSVC4 CSVC5 NANG L U C P H U C VU (NLPV)
6 7 S 9
Doi ngij nhan vien quan H co kien thilc chuyen mon toi
Dpi ngii nhSn vien quan li nam ro cac quy chf. quy dinh, quy trinh de hifdng dan hpc vien Dpi ngfl nhan vien quan li iuon vui ve va nhiel tinh ho trO hoc viSn
Doi ngu nhan vien quan If luon dam bao gitJ giac lam viec va tiep sinh
NLPV I NLPV2 NLPV3 NLPV4 D O T I N CAY (DTC)
10 11 12 13
Nha tnlcfng gidi thifu chiidng trinh dao tao va ke hoach dao tao day dij ro rang cho hoc vien vao dau khoa hoc Cdc lh6ng Cin hen quan dSn hpc tap (quy che, quy d i n h . , , ) dUdc sinh hoat day du cho hoc vten v i o d i u khoa hoc N h i trUcfng thiic hien ke hoach dao tao dung tiSn d6 theo ke hoach dau khoa ban hanh d i o hoc vien Cac khoan thu le phi, hoc phi dUdc Nha trUiing thong bao day du, diing quy dinh va chi'nh thiic bang van ban
DTCl DTC2 DTC3 DTC4 K H A N A N G D A P U N G ( K N D U )
14 15 16 17 18
Nhan vien quan li va tU van hoc t§p ihUcfng xuyen nhac nhd hoc vien ve cac van de trong hoc tap Nhan vien quan Ii va tit van hpc tap luon c6 thai do phuc vu tot va tSn trpng hpc vien Hoc vien luon nhan diTOc sU ho trd va gidp d5 nhiet tinh cua nhan vien quan li va lU van hoc tap NhOng yeu cSu v i de Jtuat cua hoc vien dU^c xem xet va giai quyet thoa dang
Nhan vien quan li va lU van hpc tap luon gCli qua E-mail cdc IhSng tin liSn quan den hoc tip kip Ih6i cho hoc vien KNDUl KNDU2 KNDU3 KNDU4 KNDU5 S U QUAN T A M ( S Q T )
19 20 21 22
Nha trUcfng thuSng xuy§n to chile khao sal lay y kien ngUcii hoc ve danh gia chat lUdng dich vu dao tao Nha trUcfng thififng xuyen kiem tra. sSa (diCta, b ^ sung cd sd vat chit va cac thiet bi ho trd giang day va hoc tap T h i c mac va phan inh cfla hpc vien dUdc xfl li kjp ihtfi va thoa dang
Nha trUftng luon lang nghe gop ;f va phan hSi cfla hpc vifin
SQTl SQT2 SQT3 SQT4 D I C H VU H O T R O K H A C (DVHT)
23 2 4 25 26 27
He ihong djch vu tra cflU diem trUc tuyen luon cap nhat day dfl va kip thdi He Ihong dich vu xem hch hpc hch thi iriic tuyen cap nhat kip Ih6i He thong lU van va giai dap ihic mac trUc tuySn cho hpc vien lu6n tap Ihifi He Ihong thu dien til (E-mad) luon hoat dpng lot
He thong thU vien dien III phong phu dap dng nhu cau nghien cihi ciJa hpc viEn
DVHTl DVHT2 DVHT3 DVHT4 DVHT5 M U C D O H A I L O N G (SHL)
28 29 30
T6i hill long v6i chat lUOng dich vu phuc vu dao tao he VLVH ciia TrKclng Dai hoc T r i Vinh Toi s i n long gidi Ihieu ngu&i k h i c rfion TrUtIng Dai hpc Tra Vinh de hoc tap Toi se tiep tuc hpc chUdng trinh hoc cao hdn neu Nha trUdng co md Idp
SHLI SHL2 SHL3
Nhfl vay, qua kiem dinh dp tin cay eua thang do, he SO Cronbaeh's alpha va he so tfldng quan vdi bien tong, cho thay cac thang do thanh phin eua thang do ehat Ifldng dich vu va thang do sfl hai Idng deu cd he s6 Cronbaeh's Alpha > 0,6 va he so tfldng quan t6ng biln Idn hdn 0,3. Vi vay, cac thang do ed dp tin cay va dflde dfla vao eac bflde phan tieh tilp theo.
B. Ddnh gid thang do bang phdn tich nhdn id khdm phd EFA
Phan tich nhan td kham pha nham nit ra va tinh gia tri eua yeu to dai dien cac bien. Theo Anderson va Gerbing [18], phan tich nhan to
kham pha cM dfldc sfl dung kM he sd KMO (Kaiser-Meyer-Olkin) cd gia tri tfl 0,5 trd len, cac bien cd he sd truyen tai (factor loading) nhd hdn 0,55 se bi loai. Diem dflng Eigenvalue (dai dien cho phan biln tMen dfldc giai tMch bdi nhdm yeu to) Idn hdn 1 va tong phfldng sai dfldc trich (Cumulative % Extraction Sums of Squared Loading) Idn hdn 50%.
Kit qua kiem dinh KMO va Barlett (Bang 3) cho kit qua hd so KMO = 0,962 (> 0,5) va kiem dinh Bartiett ed mfle y nghia Sig = 0,000 (< 0,05) cho th4y sd lieu thfle te hoan toan phfl hdp vdi phan tieh EFA va cac biln quan sat cd tfldng quan Myln tinh vdi nhan to dai dien.
T»P CUi KHOA HPC IRUdNG DAI HOC TOA VINH. s 6 31. THANO » NAM 21
Bang 2:
1 Trung binh thang do Bien quan s i t | ^ | ^ ^^ ^ j * ^ Cd sd vat chit
CSVCl CSVC2 CSVC3 CSVC4 CSVC5
15,1154 15.5435 15,1455 15.6355 15.3361
Ket qua phan ti'ch he so Cronbaeh's Alpha
Phu<mg sai t h ^ g do 1 ^ ^ j ^ ^ _ .^
n l u loai bien |
10,959 10,852
0.729
C r o n b a e h ' s Alpha nen loai bien
UAii
Cronbadi's Alpha = U,863 _ — Nang Wc phuc vu
NLPVl NLPV2 NLPV3 NLPV4 Cronbaeh's Alp
12.8428 12,8311 12,8445 12,8378 la = 0,929
4.095 4,203
0,822 0.847
D6 tin cay DTCl DTC2 DTC3 DTC4 Cronbaeh's Alp
12.9816 12,9565 12,9197 12,9247
4.005 3,991 4,071 4,083
0,820 0,758
0,911 0,903
la = 0,902 Kha nane dap tine
KNDUl KNDU2 KNDU3 KNDU4 KNDU5 Cronbadi's Alp
16,5619 16,5585 16,5435 16.5786 16,5736
6,608 6,455 6,319 6,395 6,560
0,645 0,713 0,755 0,715 0,670
0.842 0,832 0,842 0,853 ba = 0,873
Su quan tam SQT2 SQT3 SQT4
8,1706 8,0819 7,9883
2,179 2,290 2,337
0,601 0,564 0,668
0,775 0,702 0,700 Cronbaeh's Alpha = 0,798
Didi vu ho trd DVHT I DVHT2 DVHT3 DVHT4 DVHT5
16,9298 16.8411 17.0167 16,9465 17,0686
7,312 7,618 7.075 7,019 7,052
0.770 0,770 0,792 0,843 0,735
0,896 0.897 0,891 0,331 0.905 Cronbaeh's Alpha = 0,913
Stf fail Inig
SHLI 8,5803
8,4130 8,4783
2,060 2,146 2,049
0,720 0,830 0,796 Cronbaeh's Alpha = 0,»t7
0,896 0,800 0,824
(Ngudn: So lieu khao sdt, ndm 2018)
Phan ti'ch nhan td kham pha vdi phfldng phap trich la Mncipal Component Analysis va phep quay Varimax dfldc sfl dung cho thiy cd sau nhdm nhan to dfldc nit trieh ra vdi tong phfldng sai difdc m'ch la 73,60% (>50%) dat yeu chu. Hay 73,645% sfl thay doi eua nhan t l kit qua la do cac ylu to trong mo Mnh tao nen, tiic cac biln quan sat dfldc dfla ra giai tMch dfldc 73.645% sfl hai long cua hpc vien ve ehat Ifldng dich vu dao tao eua nha trfldng.
Kit qua xoay nhan td cho thay, hai mfldi sau biln quan sat ban d^u (tinjf ba biln SHL) dU*
nit Q-ich thanh sau nhdm ylu tl, tuy thfl tfl cac biln cd thay doi nhflng cac biln dfldc nhdm v^
nhau nhfl thang do ban dau va cac ylu to deu co moi quan he vdi bien tong Idn hdn 0,5. Day la sau nhdm ylu to dfldc phat Men eo anh hfldng den sfl hai long cua hpe vien (^i vdi chat Ifldng dich vu dao tao cua Nha trfldng. Trong dd, nhom ylu td "dieh vu hd ti-d" dflde nhdm vao yeu tS thfl nhat, "cd sd vat chit" dflde nhdm vao yeu to
TAP CHl KHOA H p c TRUONG DAI HOC TRA VINH, bt KINHT6-XAHOI
Bang 3: Ket qua kiem dinh KMO va Bartlett's Test
Kaiser-Me)%r-OU(ln do lirdng sU phu hdp cua dfi lieu K i l m d)nh Bartiett
KiSm djnh khi binh phUdng K^c tfnh
Bac Eli do MKc y nghia
.962 11780.223
325 000
(NguSn: tinh todn tie so lieu khdo sdt, nam 2018) '
thfl 2, "nang Iflc phuc vu" dfldc nhdm vao ylu to thfl 3, "kha nang dap flng" dflde nhdm vao ylu to thflc 4, "dp tin cay" dfldc nhdm vao yeu to thfl 5 va "sfl quan tam" nhdm vao ylu td thfl 6. Diiu nay cho th4y viec kiem ngMem cae biln quan sat phan anh cae bien tong trong ngMen cflu nay la phu hdp.
Bang 4: Ket qua phan tich nhan to kham pha cae yeu td doe lap
O ^ d t DVIII4 DVRI3 m-HTi DVKR miun f w n csvo mn CSVC4 csva NIJ>V3
•xm N U ^ f l M J U 1 ENOm n a m KNOm KNDU4 KNDOi i m a D i a Ota n r n son son vtn
M i i T i T l k k E M l
0.70 g-74S o a i 9.M7 ata
BOB
<nm n-ra ms 0077
0731
«775 OTIB 0 « T OJfl (U37
II731 0J75 0131
0.«S1 neu nws
(NguSn: Tinh todn tit so lieu khdo sdt, ndm 2018)
C. Phdn tich tudng quan Pearson
De kiem dinh moi quan he gifla thang do chat I Ifldng dich vu va thang do sfl hai long cua hpc j vien ti-ong md hinh ngMen cflu, chung tdi phan ti'ch tfldng quan gifla eae ylu to anh hfldng vdi
sfl hai long. Cac gia tri Sig trong moi U6n he nay deu nho hdn 0,01 nen gia tii nay dlu ed y ngMa ve mat thong ke vdi dp tin cSy ti-en 95%. Kit qua phan ti'eh tfldng quan cho thiy cd moi tifdng quan gifla sfl hai long cua hpe vidn vdi sau nhan to cau thanh la: 1) dieh vu ho fl-d khae, 2) cd sd vat chat, 3) nang Ifle phuc vu, 4) kha nang dap flng, 5) dp tin cay, 6) sfl quan tSm.
Bang 5: Ma Q"an he so tfldng quan cac yeu to va chat Ifldng dich vu dao tao
DVHT
CSVC
*^
KHDU
DTC
SIJI
SHL
l^r**"
U ^ y i ^ ^ K|S^T°""
U i : y q ^ N
i&^yr^
^T"^
il^y„^
X^>^^
Mb,y„^
^^T*'^
Mtoj,,ga,
^^'^
Uk^Dlhli h
** TUdng
DVBT 1
i n 0,000 i,aw JM
'
1
0 1
1 ow
ODD WR ooo ODD
000
o.nr
0,000 i»
qi a
CSVC 0,0<»
1,HH SM 1
W»
'
0 1
0 1
D 1
OJ 0
t ( wo no
«i DOO
900
r
DOO 911
/ ] M J V
0,000 1,000 5M 0.000 1,000 SM
SK 0,000 1.000 sn 0.000 1,000
ISM 1.000
» i MM"
O.O0O 599
niic y
KNDU 0,000 1,000 i M 0,000 1.000
0,000
59t 1
0.000 1,ODO
ojwo 1.000
0,M9"
am
591 Die
0,000 1,000
» • 0,000 1,000
0,000
sn 0.000 1,000
1
0,000 1.000 591 o,4ir 0.000 59S
SOT 0,000 1,000 5»t 0,000 1,000
0.000 IfKX
0,000 1,000
0,000 1 « 0 59) 1
i»l 0 . 2 M - 0,000 591
nghia 1%
SHL 0 . 4 7 1 " 0.000 SK 0 . 3 S 1 - 0,000 B S
0,000
0 ^ - 0.000
0 , 4 1 1 " 0.000 SM O . I M " 0.000 5M i
59)
(Nguon: Tinh todn tit so lieu khdo sdt, ndm 2018)
Thao luan kit qua ngMen cflu:
Kit qua phSn tich cho th4y cd sau nhdm yeu td anh hfldng din sfl hai long eua hpc vien doi vdi chat Ifldng dich vu dao tao he VLVH cua nha trfldng gidng nhfl md Mnh Ii thuylt ki vong ban dau gom dieh vu ho trd khac, ed sd vat chat, nang Iflc phuc vu, kha nang dap flng, dp tin cay, sfl quan tam. Kit qua ngMen cflXi cd nam ylu to anh hfldng den sfl hai long eua sinh vien giong vdi ngMen cflu cua Nguyen Thi Xuan Hfldng [11]
la ed sd vat chSt, nang Iflc phuc vu, kha nang dap flng, dp tin cay, sfl quan tam, trong kM kit qua ngMdn cflu cua Dang Nguyen Thao Hien [12] yeu to sfl quan tam khdng anh hfldng den sfl hai long cua sinh vien. Tuy nMen, doi tfldng ngMen ciiu [10]-[13] la sinh vien he cMnh quy tap trung, cdn doi tfldng ngMen cflu nay la hoc vien he VLVH,
26
HOC TRA VINH, S631,THANG9NAM 2018 TAP CHf KHOA HOC T R U O N G DAI
CO mdt sfl khac biet kha Idn ve dieu kien hpe tap, thdi gian, phfldng phap hpc, doi tiidng nay can nMeu dich vii ho tip tnic tiiyln nham thuan ldi hdn eho viec hoc va theo ddi qua tiinh hpc tap nham dam bao kit qua hpc tap tot vi hp khdng cd nMeu thdi gian din tifdng nam bat thdng tin phuc vu cho viec hpc tap nhfl sinh vien cMnh quy. Do dd, chung tdi da dl xuat them ylu to anh hfldng dd la "dich vu ho ttd" bao gom cac dieh vu hd fl-d ttite tiiyln va kit qua ngMen cflu dung nhfl li thuylt ehflng tdi ki vpng la yeu t l
"dich vu hd trd" cd anh hfldng den sfl hai Idng cua hpe vien ttong viee danh gia chat Ifldng dich vu dao tao cua Nha trfldng.
V. K^T L U A N V A GOI Y CHINH SACH Sfl hai Idng cua ngfldi hpe doi vdi chat Ifldng dich vu dao tao la yeu to sing con cho sfl phat ttien ciia eac ddn vi dao tao ndi chung va TVU ndi rieng. De lam tang sfl hai long cua ngfldi hpe doi vdi ehat Ifldng dieh vu dao tao, Nha trfldng can xac dinh chinh xac cac ylu tl cau thanh nen chat Ifldng dich vu. Kit qua ngMen cflu da cM ra cd sau ylu to cM'nh anh hfldng din sfl hai long cua hpc vien he VLVH dii vdi chat Ifldng dao tao cua TVU gom: cd sd vSt ch4t, nang Ifle phuc vu, kha nang dap flng, dd tin e5y, sfl quan tam, dich vu ho ttd khae. Vdi cae yeu to ma ket qua ngMen cflu cM ra, eac chinh sach sau day Nha trfldng can quan tam de eai tMen hdn nfla chat Ifldng dich vu dao tao he VLVH cua Nha trfldng ttong thdi gian tdi:
Thfl nhat, nang cao chat Ifldng cac dich vu hd ttd ttflc tuyen thdng qua viec xay dflng Mobile App tich hdp cac flng dung h i ttd trflc tuyln da ed de ngfldi hpc sfl dung tten dien thoai va nam bat thdng tin mdt each tflc thdi kM dBen thoai di ddng CO cai App va kit ndi mang.
Thfl hai, nang cao dp tin cSy eua hpc vien doi vdi Nha trfldng thdng qua viee thflc Men tot cac cam kit ddi vdi hpc vien ttong qua tnnh dao tao nhfl gidi tMeu chfldng trinh dao tao, ke hoaeh dao tao day du, ro rang... cho hpc vien vao dSu khda hpe.
Thfl ba, nang cao nang Iflc phuc vu ngfldi hpc bang each to chfle cac khda tap huan ki nang giao tilp, ki nang cham sdc khach hang. Id nang ndi chuyen qua dien thoai cho cac nhan vien quan If dao tao, tit van hpe tap va nhan vien tilp sinh.
Thfl ttt, xay dflng quy dinh xfl li va phan h^
thdng tin sau kM tiep nhan tfl ngfldi hpc cho tiing bd phan cu the nham giai quylt thoa dang cac yeu eau cua hpc viln ttong qua trinh hpc tap.
TAI Lieu THAM KHAO [I] Doan Cifflng, Ngoc Ha. Toa dam gidi phdp ndng cao
chdt li/dng ddo too he vita lam vHa hoc trinh do dgi hoc, cao ddng; SiSt chat he tai chiic; 2012. Truy cap til: http://www.udn.vn/posts/view/407/228 [Truy cSp ngay: 16/04/2018].
[2] B6 Giao due va Dao tao. Thong tu llflOnm.
BGD&BT vi viic Ban hanh Quy dinh vi kiem dink chdt lUOng ca sd gido due dgi hoc; 2017.
[3] Bo Giao due va Dao tao. Thong tii 06/2017/rT- BGD&DT ve viec ban hdnh Quy chi Ddo tao viia lam vita hoc trinh dd dgi hoc. 15/3/2017; tai khoan 1, dieu 8, chuong II. "ChUdng trinh dao tgo vita lam vita hoc CO noi dung nhu chuOng trinh ddo tgo cia ngdnh tUdng iing theo hinh thiic ddo tao chinh quy";
2017.
[4] Kevin M Ellicott, Dooyoung Shin. Student Salis- faction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Managemen. 2002;24:197-209.
[5] Gbadosami, De Jager. Specific remedy for specific problem: Measuring service quality in South African higher education. Higher Education. 2010;60:251- 267.
[6] Pham Pho. Ludn ve hdng hda: "Dich vu gido due Dgi hoc" vd cong bang xa hdi; 2017.
Truy cap tiT: http://www.chungta.com/nd/tii- lieu-tra- cuu/luan_ ve_hang_hoa-
dich_vu_giao_duc_dai_hoc_va_cong_bang_xa_hoi- 2.html [Truy cSp ngay 16/04/2018].
[7] Philip Kotier, Gary Armstrong. Principles of Market- ing. Pearson Education; 2011.
[8] J Joseph Cronin Jr, Michael K Brady, G Tomas M Hull. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral inten- tions in service environments. Journal of Retailing 2000;76:193-218.
[9] Parasuraman, Grewai. Serving customers and con- sumers effectively in the twenty-first century: A conceptual framework and overview. Journal the Academy of Marketing Science. 2000;28:9-16.
[10] Sherry. Bhat, Beaver, Ling. Students' as customers:
The expectations and perceptions of local and inler- nalional students. HERDSA Conference proceedings;
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[II] Nguyen Thi Xuan Hi(dng, Nguyin Thi Phifdng, Vu Thi Hong Loan. Cac nhan t6 anh hitdng den sii i^
long cua sinh vien v6i di^u kien cd sd vat ch^ va phuc vu cua Tnfcing Dai hoc Lam nghi6p. Tap chi Khoa hoc vd Cdng nghi Ldm nghiep. 2016;2:163-172.
KINH Tfe - XA MOI
[12] Dang Nguyin ThSo Hiin. Ddnh gid sU hdi long ciia smh viin ve chdt tUdng dich vu ddo tgo tgi TrUdng Dgi hpc Su pham Ky thudt Vinh Long [LuSn van Thac sT]; 2015. Tnlbng Dai hoc Tra Vinh.
[13] Pham Thi Lien. Chat lUdng dich vu dao tao va siJ hai long cua ngtibi hoc Tr^fcJng hdp TrtfcJng Dai hoc Kinh t l , Dai hoc Quoc gia Ha Noi. Tap chi Khoa hoc Dgi hoc QuSc gia Hd Noi: Kinh te vd Kinh doanh.
2016;32(4):81-89.
[14] Nguyen Thi Hong Nga. Cac nhSn t6 anh h^dng den chat lUdng dao tao theo hinh thiic vira lam v i a hoc 6 Viet Nam hicn nay. In: Gidi phdp dam bdo chat lupng cho viec ddo tao hi vita lam vUa hpc tai cdc trudng cao dang dgi hpc Viet Nam; 2013. Tnicing Dai hoc Sir pham ITianh pho Ho Chi Minh.
[15] Parasuraman, Valarie A Zeithaml, Leonard L Deny.
A Conceptual Model of Service Quality and Its Im- plications for Future Research. Journal of Marketing 1985;49:41-50.
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