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Su" hai long cua sinh vien doi vdi chat liTgrng djch vu dao tao tai Khoa Phat trien Nong thon, TrUofng Dai hoc Can Tho PHAiVl LE THIEN LY'''' Tom tat Muc tieu cda nghien cdu ndy Id xdc dinh cdc ye''''u tddn[.]
Su" hai long cua sinh vien doi vdi chat liTgrng djch vu dao tao tai Khoa Phat trien Nong thon, TrUofng Dai hoc Can Tho PHAiVl LE THIEN LY' Tom tat Muc tieu cda nghien cdu ndy Id xdc dinh cdc ye'u tddnh hudng de'n svt hdi ldng cda sinh vien ddi vdi chdt lugng dich vu ddo tqo tqi Khoa Phdt trien Ndng thdn, TrUdng Dqi hgc Can Tha Sdlieu nghien cdu dugc thu thdp td 160 sinh vien dang hgc tap tqi Khoa Phdt trien Nong thon Ket qud nghien cdu cho thdy, cdc ye'u tddnh hudng den suhdi ldng cda sinh vien ddi vdi chdt lugng dich vu ddo tqo cda Khoa Id: "Ndng luc phue vu cda cdn bg, nhdn vien vd gidng vien" vd "Dich vu bd trg" Trong dd, "Ndng Ivtc phue vu cda cdn bd, nhdn vien vd gidng vien" co tdc dgng mqnh nhdt de'n sU hdi ldng cda sinh vien ddi vdi chdt lugng dich vu ddo tqo tqi Khoa Tuf khoa: syt hdi long, chdt lugng dich vu, chdt lugng dich vu ddo tqo Summary This research aims to determine the factors affecting student's satisfaction with training service quality at College of Rural Development, Can Tho University The research data is collected from 160 undergraduates at the College The findings point out some determinants comprised of Service ability of staffs, employees and lecturers and Supportive service Meanwhile, Service ability of staffs, employees and lecturers creates the most significant effect Keyv^^ords: satisfaction, service quality, training service quality GUI THIEU Trong xu the toan cau hda va hdi nhap qud'c te cung nhff sff nghiep cdng nghiep hda, hien dai hda dat nffdc, mdt nhffng nhiem vu quan trgng cua trffdng dai hgc d nffdc ta hien la cd gang nd life nang cao chat Iffdng giao dye tien gan den chuan chat Iffdng cua cac nffdc phat trien khu vffc De cd the thifc hien dffdc nhiem vu tren, tat ca cac cd sd dao tao dai hgc, can khdng ngffng md rgng quy md, tii va thffdng xuyen nang cao phffdng phap, chffdng tnnh dao tao phu hdp va hieu qua Vi giao diic dai hgc trd mdt loai hinh dich vu thi dieu cung ddng nghia cac cd sd dao tao dai hgc la nha cung cap dich yu cdn sinh vien chinh la khach hang vd ciing than thiet vdi hg Sinh vien dffdc xem la mot phan tham gia danh gia dac biet, vi hg la khach hang tnfc tiep boat ddng giang day ciia giang vien ndi rieng cung nhff boat dgng dao tao ndi chung.Nhu cau thifc te dd ddi hdi ddi ngu giang vien can phai nd life phat huy bet nang li^c de dem lai chat Iffdng giang day td't nhat, hieu qua nhat cho sinh vien Tuy nhien, phffdng phap giang day cua giang vien chi la mdt sd nhitng yeu to' chinh anh hffdng den chat Iffdng dich via dao tao, cdn nhffng yeu td lai, nhff: chffdng trinh dao tao, giao diic, cO sd vat chat, trang thie^t bi hd trd thvfc hanh va rat nhieu yeu td nffa ciing la nguyen nhan anh hffdng den chat Iffdng dich vu dao tao Chinh vi ly dd, tac gia chgn dl tai phan tich cac yeu td tac dgng den sif hai ldng cua sinh vien ve chat Iffdng dich vu dao tao tai Khoa Phat trien Ndng thon, Trffdng Dai hgc Can Thd nham danh gia dffdc mffe liai long cua sinh vien Tren cd sd tim hieu dffdc nguyen nhan chinh anh hffdng den chat Iffdng dich vu dao tao, ma de xua't nhffng giai phap hdp ly nham nang cao chat Iffdng dich vu dao tao va sif hai Idng hdn cua sinh vidn danh cho Khoa, cung nhff Trffdng Dai hgc Can Thd 'Trifdng Dai hoc Can Thd I Email: lybl510279@student.ctu.edu.vn Ngdy nhan bdi: 01/12/2018; Ngdy phdn bien: 20/12/2018; Ngdy duyet ddng: 23/12/2018 ' " Kinh teva Dif bdo c a s d LY THUYET VA PHU'DNG PHAP NGHIEN CLfU Ccf sd Iy thuyd't Xua't phat tff nhffng quan diem chat Iffdng ITnh vifc san xua't cua nhffng nam 1930, chat Iffdng dich vu la vd hinh va dffdc xac dinh nhff mot yeu to' canh tranh cd tinh chien Iffdc Tam quan trgng cua chat Iffdng dich vu da trd ddng Iffc nghien cffu cua nhieu tac gia Cho de^n nay, tren the gidi da cd nhieu cdng trinh nghien cffu ve cha't Iffdng dich vu, chat Iffdng dich vu dao tao va Slf hai ldng cua khach hang Chang ban, theo Parasuraman, Zeithaml va Berry (1985) thi chat Iffdng dich vu la cam nhan cua khach hang da tao giao diem ngang dd'i xffng vdi ky vgng trffdc dd ma hg can Ngoai ra, Parasuraman va cdng Slf (1988) da xay difng md hinh Iffdng chat Iffdng dich vu (ggi tat la md hinh SERVQUAL) dffa tren quan diem chat Iffdng dich via la sff so sanh giffa gia tri mong ddi/ky vgng cua khach hang va gia tri khach hang cam nhan dffdc Theo dd, tac gia dffa md hinh phan chat Iffdng dich vu, gdm: Tinh tin cay; Tinh dap ffng; Nang life phue vii; Tinh ddng cam; va Tinh hffu hinh Nghien cffu cua Nguyen Hdng Van (2013) cho tha'y, cd cac ye^u to' anh hffdng den sff hai ldng cua sinh vien vdi chat Iffdng dich vu dao tao tai Trffdng Dai hgc Hung Vffdng - TP Hd Chi Minh la: Cd sd vat chat; Sff cam thdng cua Nha trffdng; Mffe tin cay vao Nha trffdng; Nhan vien va mffe dap ffng cua Nha trffdng Pham Thi Lien (2016) da cd bai nghien cffu "Chat Iffdng dich vu dao tao va Slf hai ldng cua ngffdi hgc trffdng hdp Trffdng Dai hgc Kinh te, Dai hgc Qud'c gia Ha Ngi" Ket qua phan tich hdi quy bdi cho Sff hai ldng cua sinh vien phu thudc vao yeu to': Chffdng trinh dao tao; Kha nang phue vu ciaa can bg, nhan vien Trffdng va cud'i cung la Cd sd vat chat Cdn tac gia Le Thi Anh Thff va Nguyen Nggc Minh (2016) da chi rang, cac yeu to tff md hinh sff hai long cd the giai thich mdt so' Iffdng ldn cac bie^n ve sff hai Idng cua sinh vien la cac chffdng trinh hd trd cua nha trffdng; trinh cua giang vien; pham chat cua giang vien; kha nang thffc hien cam ket va cd sd vat chat cua nha trffdng Economy and Forecast Review HINH: m HINH NGHIEN CflfU Ca sd v|t cliat Kha nSng phyc vy > Cac ho^t dOng ngoai khoa Cac dich vu bo trg Ngu6n: Tac gia dS xua't Md hinh de xuat nghidn cu'u Tff cac quan diem khac va cac md hinh nghien cffu cua cac nha nghien cffu trffdc, tac gia de xua't cac gia thuyet de kiem dinh nghien cffu nay, ddng thdi la cd sd de de xua't md hinh nghien cffu nhff Hinh Cac gia thuyet dffdc dffa ra: H^: Sff hai long cua sinh vien cd the Iffdng bang cac ye^u to': chffdng trinh dao tao, cd sd vat chat, ddi ngu giang vien, kha nang phue vu, cac boat dgng ngoai khda va cac dich vu bd trd Hj: Cd sd vat chat cang td't, thi mffe hai ldng cua sinh vien cang cao H2: Kha nang phue vii cua can bd, nhan vien va giang vien cang td't, thi mffe hai ldng cua sinh vien cang cao H^: Cac hoat ddng ngoai khda cang phong phu, thi mffe hai ldng cua sinh vien cang cao H^: Cac dich vu bd trd dap ffng nhu cau cua sinh vien cang tdt, thi mffe hai Idng cua sinh vien cang cao Phffdng phap nghien cufu De thu thap dff lieu sd cap, tac gia sff dimg phffdng phap khao sat thdng qua phieu khao sat vdi mau la 180 sinh vien dang hgc tap tai Khoa Phat trien Ndng thdn Ket qua thu ve 160 phieu hdp le de dffa vao phan tich Thdi gian khao sat tff thang 10-11/2018 (Bdi viet sd dung cdch viet sdthdp phdn theo chudn qudc te) KET QUA NGHIEN CLTU Kiem tra tin cay thang bang he s6' Cronbach's Alpha Sff hai ldng cua sinh vien ddi vdi chat Iffdng dich vu dao tao tai Khoa Phat trien Ndng thdn dffdc Iffdng bang 26 bien ddc lap Qua ket qua kiem tra tin cay cua thang bang he sd Cronbach's Alpha cua cac yeu to' ddc lap cho tha'y, tat ca cac bien deu du dieu kien giff lai de phan tich tiep theo He so tffdng quan bien tdng cua cac bien deu ldn hdn 0.3 va he sd Cronbach's Alpha neu loai bien cua cac yeu to deu nhd hdn he so' Alpha tdng cua tffng nhan td He sd Cronbach's Alpha cua bien Cd sd vat chat la 0.763; Kha nang phue vu la 0.763; Cac hoat ddng ngoai khda la 0.830 va Cac dich vu bd trd la 0.772 (Bang 1) Phan tich nhan to' kham pha (EFA) Ke't qua phan tich EFA cho tha'y, he sd tai nhan to cua cac bien dgc lap (sau da loai bd cac bien khdng 79 BANG 1: KIEJVl DjNH DO TIN CAY CUA THANG DO BANG HE SO TIN CAY CRONBACH'S ALPHA Thang Cronbach's TffcAig quan bien tdng Alpha Bife'n d$c triftig Cd sd vat chat CSVCl, CSVC2, CSVC3, CSVC4, CSVC5, CSVC6, CSVC7 0.763 0.388-0.556 Kha nang phue vu KNPVl, KNPV2, KNPV4, KNPV5 KNPV3, 0.763 0.512-0.625 Cac hoat dong ngoai khoa HDNKl, HDNK2, HDNK4, HDNK5 HDNK3, Cac dich vii bo trcJ DVBTl, DVBT2, DVBT3, DVBT4, DVBT5, DVBT6 0.772 0.712-0.758 Slf hai long SHL1,SHL2,SHL3 0.785 0.576-0.704 0.830 0.569-0.676 BANG 2: MA TRAN XOAY NHAN TO HDNK2 HDNKl HDNK4 HDNK3 HDNK5 CSVC7 DVBTl DVBT3 DVBT2 DVBT5 DVBT4 DVBT6 KNPV4 KNPVl KNPV5 KNPV2 CSVC2 CSVCl CSVC3 CSVC5 CSVC6 CSVC4 NhSn tS* 0.816 0.745 0.700 0.663 0.656 0.547 0.507 0.705 0.699 0.600 0.591 0.578 0.729 0.715 0.647 0.588 0.805 0.708 0.699 0.835 0.781 0.508 BANG 3: JV\A TRAN HE SO TCfdNG QGAN SHL Pcor Sig Pcor Sig Pcor Sig Pcor Sig Pcor Sig Pcor Sig SHL CSl CS2 PV NK BT CSl 092 249 CS2 406" 000 157* 047 py?> 657** 000 116 143 362" 000 NK 632" 000 105 185 306" 000 534" 000 BT 549" 000 133 093 515 000 452' 000 491" 000 BANG 4: BANG TOM TAT MO HINH Tong hdp mo hinh Mo hinh R2 R 0.724 0.525 R-hieu chinh Do lech chuan lidc lu'dng Durbin Watson 0.512 0.45330 1.848 Nguon: Ket qua tinh toan ciia tac gia 80 phu hdp) deu > 0.5 chffng td cac bie^n cd tin cay va dffdc xem la cd y nghia thffc tidn Ben canh do, he sd KMO = 0.845 > 0.5 thda man tinh thieh hdp cua phan tich yeu to' ne'u 0.5 < KMO < Ngoai ra, he sd Sig = 0.000 < 0.05 cua kiem dinh Bartlett cho biet, cac bien ddc lap tffdng quan vdi tdng the cd y nghia thd'ng ke Phan tram phffdng sai trich = 59.680%, cd y nghia 59.680% phffdng sai toan bd dffdc giai thich bdi yeu to va he so' Idn hdn 50% la thich hcJp cho phan tich nhan to' Sau thffc hien cac kiem dinh, biTdc tiep theo thffc hien cac phep xoay nhan to de dam bao cac bien quan sat thuoc cac nhan to', cd he so tai nhan td ldn hOn 0.5 va dffdc phan bd deu tren yeu td Thdng qua ket qua cua phep xoay nhan td' dffdc trinh bay d Bang 2, co the tha'y sff xao trdn giffa cac bien dgc liip, nen phai dat ten lai cac yeu td cho phii hdp nhff sau: Yeu to' Ngoai khda hinh tren cd sd cac bieii ddc lap thudc phan "Cac boat ddng ngoai khda" (HDNKl, HDNK2, HDNK3, HDNK4, HDNK5); "Cd sd vat chat" (CSVC7) va "Cac dich vii bd trd" (DVBTl) Do bien HDNK chie^m so' Iffdng nhieu nhat, nen dat ten la "Hoat ddng ngoai khda" Ye^u to' Bd trd hinh tren cd sd cac bien ddc lap thudc phan "Cac dich vu bd trd" (DVBT2, DVBT3, DVBT4, DVBT5, DVBTd), nen dat ten la "Dich vu bd trd" Yeu to' Phue vu hinh tren cd sd cac bien dgc lap thudc phan "Kha nang phue vu" (KNPVl, KNPV2, KNPV4, KNPV5), nen dat ten la "Nang life phue vu " Yeu td Cd sd vat chat hinh tren cd sd cac bien ddc lap thudc phan "Cd sd vat chat "(CSVCl, CSVC2, CSVC3), nen dat ten la "Cd sd 1" Yeu td Cd sd vat chat hinh tren cd sd cac bien ddc lap thudc phan "Cd sd vat cha't"'(CSVC4, CSVC5, CSVC6), nen dat ten la "Cd sd 2" Phan tich trfcfng quan Bang cho tha'y, chi cd bien CS khong cd sff tffdng quan vdi bien phu thugc SHL (Sig 0.249 > 0.05) Do vay,'tac gia loai bien trffdc chay hdi quy Cdn lai tat ca cac bien deu cd sff tffdng quan vdi bien phu thugc Trong do, bien PV co sii tffdng quan cao nhat vdi Pcor = 0.657 Kinhte vaDi/i: PhSn tich hdi quy Ket qua chay hdi quy cho biet, he sd dieu chinh R2= 0.512 (Bang 4) O Bang 5, kiem dinh F cho tha'y, mffe y nghia Sig = 0.000 < 0.05 Nhff vay, md hinh hdi quy la phii hdp, cac bien ddc lap md hinh giai thich dffdc 51.2% sff thay ddi cua bien sff hai long cua sinh vien Theo ke't qua Bang 6, trgng sd'hoi quy cho tha'y, cac bien PV va BT cd sff anh hffdng den SHL, vdi mffe y nghia Sig = 0.001 va 0.030 < 0.05 Nhff vay, md hinh hdi quy la phu hdp KET LUAN VA MOT SO DE XUAT Ke^t qua ngbien cffu cho tha'y, cd yeu td tac dgng den sff hai long cua sinh vien dd'i vdi chat Iffdng dich vu dao tao tai Khoa Phat trien Ndng thdn, Trffdng Dai hgc Can Thd Dd la: Nang Iffc phue vu cua can bg, nhan vien va giang vien; Dich vu bd trd Tff ket qua nay, tac gia dffa de xua't rang, Khoa can tang cffdng td chffc cac budi giao Iffu hffdng nghiep va tff van viec lam giup cho sinh vien cd the dinh hffdng tffdng lai td't hdn; tang cffdng them ddi ngii can bd, nhan vien va giang vien nham dap ffng td't hdn kha nang phue vu, hd trd sinh vien cdng tac hgc tap, nghien cffu va giai dap thac mac Ben canh dd, giang vien can cai tien va ddi mdi phffdng phap giang day va hgc cua sinh vien; tang cffdng hinh thffc day dffa vao minh hga, ndi dung ffng B A N G 5: BANG ANOVA ANOVA Binh phufdng Tong cac lech Df binh phiTdng trung binh Mdhinh Hoi quy 35.150 Phan lai 31.849 155 Tong 66.999 159 F Sig 8.788 42.766 0.000 0.205 BANG 6: KET QUA PHAN TICH HOI QUY Mdhinh H6s6' chufa chu^n hoa B (Constant) -0.169 Std Error chuin hoa t Sig Beta - 0.528 0.598 0.320 CS2 0.062 0.061 0.067 1.016 0.311 PV 0.376 0.172 0.303 2.185 0.030 NK 0.330 0.205 0.240 1.609 0.110 BT 0.274 0.081 0.245 3.398 0.001 Nguon: Tinli toan cua tac gia diing vao thifc tien; chu trgng vao nhu cau hgc tap cua sinh vien de tim phffdng phap giang day pbij h d p Ngoai ra, Khoa can lap dat he thd'ng wifi manh hdn, nhat la tda nha hgc mdi de sinh vien va giang vien thuan tien cho hgc tap va nghien cffu; tang cffdng td chffc cac boat ddng tim hieu kien thffc nganh de giup sinh vien cd the hieu rd bdn ve nganh minh dang theo hgc; nang cap lai he thd'ng san bai the thao de sinh vien cd the giai tri, xa stress, ren luyen sffc khde sau nhffng gid hgc cang thing, met mdi; bd sung sach chuyen nganh, sach tham khao, sach Tieng Anh thff vien Khoa de hd trd sinh vien hgc tap va nghien cffu tdt hdn • TATTTFTT THAM KHAO Hoang Trgng - Chu Nguydn Mdng Nggc (2008) Phdn tich dU lieu nghien cdu vdi SPSS, Nxb Hong Ddc Le Thi Anh Thff va Nguydn Nggc Minh (2016) Phan tich cac nhan td anh hffdng den mffe hai Idng cila sinh vien dd'i vdi chat Iffdng dich vu dao tao tai Trffdng Dai hgc Tay Dd, Tqp chi Khoa hoc Trudng Dqi hgc Can Tha, so'43c, 26-33 Nguyen Hong Van (2013) Ddnh gid syt hdi long cda sinh vien vi chdt lugng dich vu ddo tqo tqi Trudng Dai hoc Hung Vuang - TP Ho Chi Minh, Luan van thac sy, Trffdng Dai hoc Hung Vffdng TP Hd ChiMinh Pham Thi Lien (2016) Chat Iffdng dich vu dao tao va sif hai ldng ciia ngffdi hgc trffdng hdp Trffdng Dai hgc Kinh te', Dai hgc Qud'c gia Ha Ndi, Tqp chi Khoa hgc DHQGHN: Kinh tevd Kinh fifoanA, tap32,sd4, 81-89 Parasuraman, A., Zeithaml, V.A & Berry, L L (1985) A conceptual model of service quality and its implications for future research Journal of Marketing, 49(5), 41-50 Parasuraman, A., Zeithaml, V.A & Berry, L L (1988) SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality Journal of Retailing, 64(5), 21-40 Zeithaml, V A & Bitner, M.J (2000) Service Marketing: Integrating Customer Focus across thefirm, 2nd Ed., Boston, McGraw-Hill Economy and Forecast Review 81 ... khda cang phong phu, thi mffe hai ldng cua sinh vien cang cao H^: Cac dich vu bd trd dap ffng nhu cau cua sinh vien cang tdt, thi mffe hai Idng cua sinh vien cang cao Phffdng phap nghien cufu... trgng vao nhu cau hgc tap cua sinh vien de tim phffdng phap giang day pbij h d p Ngoai ra, Khoa can lap dat he thd''ng wifi manh hdn, nhat la tda nha hgc mdi de sinh vien va giang vien thuan... Idng cila sinh vien dd''i vdi chat Iffdng dich vu dao tao tai Trffdng Dai hgc Tay Dd, Tqp chi Khoa hoc Trudng Dqi hgc Can Tha, so''43c, 26-33 Nguyen Hong Van (2013) Ddnh gid syt hdi long cda sinh vien