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 h[.]
KIEMOINHTHANC 00 KEOPERFIRONOBlSl CANH DKHVUGlAO BUC OAI HOC VltT NAM Kiem djnh thang HEdPERF boi canh djch vu giao due dai hoc Viet Nam nghien cdfu thiic nghiem tai Trifdng Dai hoc Ngan hang Thanh Ho Chf Minh Le Ngpc Thang"' Ngay nhan bai 09/5/2016 I Bien tap xong: 02/01/2017 Duyet dang: 10/01/2017 TOM TAT; HEdPERF la mpt thang chat lu'dng dich vu giao due dai hpc (CLDVGDOH) du'dc phat trien ITnh vu'c giao due tai Malaysia Tuy nhien, ket qua phat tnen thang cho thay, mpt so diem can lam ro Nghien cu'u hu'dng den viec dieu chinh thang 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 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 thu thap cac nam 2013, 2014 ttf Sinh vien cua TrUdng Oai hoc Ngan hang Thanh Ho Chi'Minh (BUH), Ket qua nghien ciJu cho thay, thang HEdPERF dUdc dieu chinh gom nam phan la chat IUdng hoat dong giang day, chat lu'dng chUdng trinh dao tao, chat It/dng phucvu 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 Ho Chi Minh, mo h'inh cau true Gidi thieu Su phat tnen cang cao ciia xa hpi loai nguii da khien nen kinh te chuyen minh manh me, tro nen kinh te dtch vu (Fuchs, 1968) Trong xu the do, giao due dai hpc da dupc xem la mot loai hinh dich vu (Gruber va ctg, 2010) Trong nen kinh te dich vii, canh tranh da tr6 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), viec 8a UPCHCONGNGHENGANMANG I Thang01S02.2017 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 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: thangln@buh.edu S6130S131 LENGOCTHANG canh tranh cua linh viic kinh doanh n h i m thuc hien (Webster 1989) Trai vcfi cac linh viic gianh dUtfc 10 the canh tranh (DeShields va dich vu khac, giao due dai hpc, lUdng etg, 2005) Dieu dan den eac to ehde giao chat lil^ng dich vu van la van de tiiong doi due dai hpc cang nd lUc canh tranh manh mdi {Sultan va Wong, 2010) Viec liidng me de gianh lay ngUdi hpc (Paswan va Ganesh, CLDVGDDH thiidng thong qua cac thang 2009); tii dd, CLDVGDDH da trd mpt diidc "vay miion" tii linh viic kinh doanh Ket yeu to cong then chot doi vdi hau het qua cac nghien cdu gan day cho thay sU can eae to chdc giao due dai hpc (DeShields va ctg, thiet phai phat trien cdng cu lUdng tnic tiep 2005; Abdullah, 2006a) boi canh dich vu giao due dai hpc thay vi vay miicfn tii linh viie dieh vu khac nhii Tiitfng tu khai niem chat lUtfng dieh \'u thdi gian qua Trong boi canh do, thang tong quat, CLDVGDDH la mot khai niem HEdPERF diipe Abdullah (2006b) phat trien phdc tap, cd tinh da dien (Harvey va Green, boi canh dieh vu giao due dai hpc tai 1993) Nguyen nhan can ban cua tinh trang Malaysia de liidng CLDVGDDH Tuy vay, la moi ben hdu quan (stakeholder) cho den nay, van chiia cd nhieu nghien CLCU ap giao due dai hoe (sinh vien, ehinh phu, eac dung thang cac boi canh giao due doanh nghiep, cpng dong dan eU ) ed quan dai hpc khae de gdp phan kiem chdng, diem neng ciia minh ve CLDVGDDH vi co sU dieu ehinh, khang dinh gia tri khoa hpc cua khac biet gifla hp ve nhu cau doi vdi giao due thang Do vay, nghien edu khoa hpc nhim dai hpc Chinh vi vay, nhieu nha nghien cdu kiem tra lai thang HEdPERF tai mpt quoc thudng sd dung khai niem chat Idpng dieh vu gia khac nhU Viet Nam de bo sung tri thdc tong quat llnh viie giao due dai hpc thay khoa hpc ve cong cu ladng CLDVGDDH, vi de xuat mpt dinh nghia rieng eho linh viic dong thdi xem xet nhCtng hieu ehinh can ed nay, vi du quan diem cua Sahney va ctg (2004), thang goc de gidi thi^u mpt edng eu Zafiropoulos va Vrana (2008) Chinh vi liidng tot cho thUc tien quan tn dai hoe nhieu thap nien qua, viec tim kiem mpt dinh tai Viet Nam la can thiet Bai bao gom nghia ve CLDVGDDH dUtfc cpng dong khoa cac phan ehinh nhU sau: (i) ctf sd ly thuyet hpe thiia nhan la "khong cdng" nen eac vi phiiong phap nghien edu de Idem dinh lai dinh nghia chung ve ehat Idpng dich vu thudng thang HEdPERF, (ii) ket qua nghien cdu va , dupc sii dung (Reeves va Bednar, 1994) va dieu cac thao luan, (iii) ket luan dan den viec nhieu nghien cdu giao due dai hpe ap dung cac mo hinh da dupc phat Ctf sd ly thuyet va phUtfng phap trien cac linh vUe dich vu khac de ludng CLDVGDDH (Chua, 2004) nghien cuTu Tuy nhien, ke td quan diem sinh vien hay 2.1 Ctf sd ly thuyet ve lUdng chat liitfng ngddi hpe la khach hang/ngUdi tieu thu chinh dich vu giao due dai hoc cda dieh vu giao due dai hpe xuat hien, mpt vai Trong canh tranh kinh doanh, chat lUtfng nha nghien edu da de xuat nhdng dinh nghia dich \'u la yeu to quan trpng qua trinh trde tiep de cap den CLDVGDDH dda tren quyet dinh tieu dung eua ngddi tieu thu quan diem Tieu bieu, Holdford va Patkar (Cuthbert, 1996) Doi vdi dich vu giao due dai (2003 trang 1) da dinh nghia CLDVGDDH la hpc, quan diem ngiidi hpc la ngiidi tieu thu "sd danh gia tong the eua sinh vien ve cae dieh ehinh da noi len manh me td thap nien 1960 vu hp nhan dUdc nhd mpt phan kinh nghiem va den da diipc cac nha nghien cdu ehap giao due cua hp"; theo O'Neill va Palmer nhan rdng rai (Tight, 2013) Vdi qua trinh (2004, trang 42) thi CLDVGDDH la "sd khac toan eau boa dien eang manh me, cae biet gifla nhflng gi mot sinh vien hy vong se to chdc giao due dai hpc can phai ehu trpng nhan ddpc va nhan thdc cda anh ta/chi ta ve den vi^c ap dung cac nguyen tac va chien lUtfe 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 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 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 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 dd, co the dinh nghia CLD\'GDDH la sfl danh gia tong the ve mdc 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 Ifldng chat Idpng djch vu 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 chat lUpng dich vu td linh vdc kinh doanh thay vi de xuat cac thang rieng (Chua, 2004) Cac thang 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 van cd nhdng han ehe ve nang lUc Ifldng Theo Wliite va Schneider (2000), nhieu nghien cdu da that bai viec tai lap cau true nam phan cda hai thang SERVQUAL, SER\'PERF ap dung cac thang nky de ludng chat lUdng dich vu eac nganh dieh \'u khac nhau; hay ndi each khac, cau true nam phan cua thang SERVQUAL hay SERVPERF khong duoc khing dinh co tinh on dinh eao cac nganh djeh vu khac vi eae phan cd the cd mat ludng ehat lUtfng dich N-U cua nganh 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 SERVQUAL hay SER\'PERF ed the khong tham gia Ifldng chat Ifldng dich \'u cua cdng C H ' C N G N G H £ NGAN HANG | t^3-iaOl&02.20l7 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 phan lai tham gia 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 \ien va hieu ring chung rat quan trpng doi vdi viec dieu tri cua hp Nghien cdu cda Dabholkar va ctg (2000) nganh dich vu nhiep anh cho thay, ap dung thang SER\'QUAL, phan hflu hinh da phai dfldc Idpc bo vi khach hang khong truy cap trang chu cua doanh nghiep cung cap dich vu, cac bien quan sat the hien mpt phan mdi la ap Ide td nhan vien ban hang (salespeople pressure) - phan ehUa tdng cd mat thang goc SERVQUAL cda Parasuraman va ctg (1985, 1988) Nhd vay, cac nghien cdu thde nghidm tren cho thay, cae thang nhfl SERVQUAL hay SERVPERF can phai dUdc dieu ehinh cho phii hpp vdi mpt nganh dich vu cu the dfldc sd dung de Iddng chat Ifldng dich vu Tiep sau do, nghien edu cua Carrillat vk ctg (2007) kham pha rang, cac nghidn cdu sfl dung thang SERVQUAL hay SERVPERF \iec dieu ehinh thang (scale modification) cho phu hdp vdi boi canh nghien cflu cu the - dac biet boi canh nganh dich vu - da mang Iai hieu Iflc 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, can Ifldng chat lUdng dich vy mpt nganh dieh vu eu the nao dd thi nen "deo duoi chien lUdc" xay dung mpt thang mdi, dfldc phat trien boi canh eua nganh djeh vu htfn la ap dung cae edng cy Ifldng quat cd sin nhU SERVQUAL hay SERVPERF (Carman 1990; Abdullah, 2006b) Mat khae, cac nghien cUu Ilnh vflc giao due dai hpc cho thay, cac thang 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 HEdPERF dung de Ifldng CLDVGDDH Thang HEdPERF dupe Abdullah S6l30ai31 tENGOCTHANG (2006b) duoc cdng bo ehinh thde vao thing n/2006, bao gom 41 bien quan sat va co cau true sau 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, mpt edng bo khae vao thing 4/2006 cda Abdullah (2006a), thang co 38 bien quan sat va ehi cdn nam nhan to vdi nhan to (understanding) bi loai bd vdi Iy nhan to 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 phan tieh EFA eua eung mpt bien quan sit Ien eac nhan to khae khong chenh leeh qua 0,3 la kha bien (tren 11 bien quan sat) So vdi cac thang SERVQUAL va SERVPERF, thang 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 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 Ifldng CLDVGDDH Tren ca sd dd, viec nghien cdu cung nhd dieu chinh cie boi canh giic due dai hpe khae vdi Malaysia (boi canh phit trien thang HEdPERF) se cung cap them bing chflng khoa hpc giup khing dinh (hoic bic bo) gia tri khoa hpc lan tinh flng dung cua thang 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 (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 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 Ben canh dd, nghien cflu cua Hoang Thi Phfldng Thio va Nguyen Kim Thio (2012) khdng trinh bay q u i trinh dieu chinh nhflng da de xuat va khang dinh, thang CLDVGDDH bao gom nam 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 eho thay, thang HEdPERF da khdng edn eau true nguyen thuy 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 thdi gian qua, nhin dinh cda ngfldi hpc ve CLDVGDDH hien so vdi nam nam trfldc ed the eung thay doi, dan den cau true mo hinh lUdng khii niem nhin thflc cda hp co the da thay doi theo Cho Sau thoi diem chUng tdi tnen khai 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 HEdPERF Ducng Tht Thu Trang (2015) cht diing lat d vice long ket mot so nghien ciiu co hen quan vi dtta de ngh tip dung thang 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 Nguyin Tht Van Anh (20SS) tap trung vdo viec xac dtnh thang didi lilOng dich vu ddo tao dai hoc ttii Viet Sam dUa tren thang 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 HEdPERF nhu nghiin cUu Kel qud nghien cUu cua Sguyin Tht Van Anh (2015) cho thdy thang chdi lUOng dtch vu ddo lao dai hoc gom nhdn to chnh (1) Phuang diin hoc thudt (2) Danh tieng (3) ChUiJng trinh hoc (4) That nhdn viin (5) Stf tiep can (6) Cbuyen mon nhdn viin Sgoai cd r.fihu'n cOu ctia Nguyin Thi Van Anh (2015) Duang Thi Thu Trang (2015) deu kiidng thUc hiin tai BUH 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 N G N G H £ M G A N HANG KlfMOINH THANG 0 HEDPEBF TRONG B | 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) Bien quan sat Nhan Nhan to to Nhan to Nhan to Nhan to Nhan to 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] Academic staff deal with me in a caring and courteous manner (Giang vien the hien thai dp quan tam, ljch sy trao ddi vdl sinh vien) 0,34 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) 0,63 When 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 hpc tap) 0,73 Academic staff show positive attitude towards students (Giang vien the hien thai tich ci/c, nhiet t'inh giang day hu'dng v^ sinh vien) 0,79 Academic staff communicate well in the classroom (Giang vien th^ hifn kha nSng giao tiep tot Idp hpc) 0,66 Academic staff provide feedback about my progress (Giang vien kip thdi phan hoi cho smh vien ve qua trinh tien bp hpc tap) 0,62 Academic staff allocate sufficient and convenient time for consultation (Giang vien bo tri thdi gian day du va thu^n ti^n cho cong tac tuvSn cho sinh vien) 0,59 The institution hasa professional appearance/image (Nha tru'dng CO hinh anh chuyen nghiep] 0,34 0,73 0,34 0,56 12 The institution runs excellent quality programmes (ChUdng trinh dao tao cua nha trudng co chat li/dng cao) 0,74 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 tri/dng day dii va tien Idi) 0,77 14 Class sizes are kept to minimum to allow personal attention (Quy md Idp vUa phai dii de sinh vien tap trung chu y 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) 8 0,37 0,50 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 Idp hoc day du va tien i'ch) 0,40 TAPCHlCdWGMGHtNGANHANG i Thang 01&02.2017 > S o l : 0,32 0,36 0,33 - 0,38 -0,35 0,62 LENGOCTHUNG 116 The institution offers programmes with flexible syllabus and structure (Noi dung cac mon hpc va cau triic chu'dng trinh dao ' tao cd tinh linh hoat, cap nhat) 0,71 0,31 17 The institution has an ideal location with excellent campus layout and appearance (Bo t r i khudn vien hoc tap - giang day cua nha tri/dng sach dep, khang trang) 0,46 0,32 18 The institution offers highly reputable programmes (Nha tru'dng cung cap chu'dng tr'inh dao tao co danh tieng xa hpi) 0,31 0,48 0,38 19 Academic staff are highly educated and experience in their respective field (Ooi ngO giang vien cd hoc van cao va cd kmh 0,34 nghiem chuyen nganh tu'dng ufng cua ho) 0,41 0,39 0,35 0,30 0,56 20 The institution's graduates are easily employable (Sinh vien de tlm viec sau tot nghiep) 0,41 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) 0,77 22 Administrative staff provide caring and individual attention , (Nhan vien hanh chinh/giao vu co su* chu y va quan tam den sinh ! vien cong viec) 0,77 0,40 23 Inquiries/complamts are dealt with efficiently and promptly (Nhan vien cua Nha Tri/dng giai quyet hieu qua, nhanh chdng 0,73 ' 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 thdi cac yeu cau cua sinh vien) 0,69 125 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) 0,75 - - 26 When the staff promise to something by a certain time, they so (Khi nhan vien hanh chinh/giao vu hiJa lam viec gl thi 0,80 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 0,69 phbng thuin 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) 0,74 29 Administrative staff communicate well with students (Nhan vien hanh chmh/giao vu giao tiep nh3 nhan vdi sinh vien) 0,75 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) 0,64 31.1 feel secure and confident in my dealings with this institution (Sinh vien cam thay an tam, t i / tin giao dich vdi cac ddn vi TrUdng) 0,48 32 The institution provides services within reasonable/ expected time frame (Nha tradng cung cap cac djch vu hanh chinh/hoc vu khoang thtJi gian hdp ly) 0,50 Sd 130&131 0,39 0,30 Thang 01&02.2017 0,33 0,40 0,35 0,37 0,31 TAPCHI C N G NGHE NGAN HANG 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) 0,44 0,57 34 Students are given fair amount of freedom (Sinh vien cd di/dc Sl/ t l / hdp ly) 0,65 35 The staff respect my confidentiality when disclosed information to them (Boi ngO nhan vien nha tri/cfng gii/ ki'n bf mat cua toi toi tiet 16 thong tin cho ho) 0,48 0,49 ^ 36 The staff ensure that they are easily contacted by telephone • (Sinh vien de dang lien he vdl cac ddn vi Tn/dng qua dien thoail 0,38 0,62 37 The institution operates an excellent counseling services (Nha tn/dng cung cap dich vu t i / van tam ly xuat sacl 0,35 0,49 0,40 0,31 0,40 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) 0,51 0,59 0,32 40 The institution values feedback from students to improve service performance (Nha tn/dng lang nghe cac phan anh ciia smh vien de cai thien dich vui 0,36 0,64 41 The institution has a standardised and simple service delivery procedures (Thu tuc cung cap dich vu cila nha tn/dng ddn gian va chuan hoai 0,35 0,34 0,36 0,50 Gia tri dac tn/ng 8,28 5,53 4,85 4,27 2,55 Ty le phan tram cCia phi/dng sai 20,2 13,5 11,8 10,4 6,2 3,1 Ty le phan tram ciia phi/dng sai tich luy 20,2 33,7 45,5 55,9 62,1 65,2 1,26 Nguor): dich tif Abdullat^ (2006b), cd tham chieu Abdullah (200S) Ghichu: NQI dung phat bieu cot "Bien quan sat" dW0c dich tif Abdullah (2006b) CO tham chieu den Abdullah (2005) cac bien di/dc Abdullah (2006b) trinh bay vSn tAt; Gia tn cac cot lai cua Bang 1: difdc trfch nguyen van tif Abdullah (2006b) nen \'iec tai nghien ciiu nhan thiic cua ngiidi hpc Do do, hai gia thuyet nghien ciiu sau day hpc ve CLDVGDDH d thdi diem hien tai co ddOc de nghi: phii hop vdi mo hinh de xuat cua thang HI: Thang CLDVGDDH la thang bdc HEdPERF hay khong viia dong gop bang hai CO nam phdn: (1) hgc thuat; (2) ngodi chiing kiem dinh ve "siic song" cua thang hgc thuat; (3) danh tieng; (4) tiep can vd (5) qua thdi gian, viia gqi y ve mpt cong cu chiicfng trinh hgc liidng CLDVGDDH phii hpp vdi cac triidng dai hpc Viet Nam 90 TUPng tli cac dich vu noi chung, dich vu giao due dai hpc, viec giai dap cau hoi ngUdi Chinh vi vay, nghien ciiu dat muc tieu hpc se lam gi sau danh gia chat lUpng ciia kiem dinh lai thang HEdPERF (Abdullah; dich vu da dan den nghien ciiu cua De Jager 2006a, 2006b) Tap bien quan sat thang va Gbadamosi (2010) ve anh hUdng cua chjit HEdPERF diiOc ke thiia, chpn loc va hieu lUdng dich vu den hanh vi dii dinh (HVDD) chinh thong qua nghien a i u dinh tinh Mo cua ngiidi hpc Chat liidng d\i