Kinh ti & Chinh sdch •JCAC NHAN TO ANH HU''''OTVG DEN SlT HAI LONG CUA SINH VIEN VOI DIEU KIEN CO S6 VAT CHAT VA PHUC VU CUA TRl/ONG DAI HOC LAM NGHIEP Nguyen Thj Xuan Huomg'''', Nguyen Thi Phuomg^, Vii Thi[.]
Kinh ti & Chinh sdch •JCAC NHAN TO ANH HU'OTVG DEN SlT HAI LONG CUA SINH VIEN VOI DIEU KIEN CO S VAT CHAT VA PHUC VU CUA TRl/ONG DAI HOC LAM NGHIEP Nguyen Thj Xuan Huomg', Nguyen Thi Phuomg^, Vii Thi Hong Loan^ 'TS Trudng Dgi hoc Ldm nghiep ^CN Truong Dgi hoc Ldm nghiep ^ThS Trudng Dgi hoc Ldm nghiep TOM TAT Nghien cihi dtra tren so heu dieu tra 423 sinh vien, bang phucmg phap EFA de tim hieu miic hai long va cac nhan to anh huong den miic hai long cua sinh vien \-di dieu kien co so vat chat va phuc vu ciia Trudng Dai hoc Lam nghiep (DHLN) Ket qua ngliien cixu cho thay sinh vien DHLN danh gia cac dieu kien eg sg vat chal va phuc vu ciia Nha truomg g mirc trung binh va co nhom yeu to anh hucmg den su hai long cda sinh vien voi cac djch vu nha trucmg cung cap gom: Co so vat chat, nang lire phuc \'U, kha nang dap iing, su quan tam va sir tin cay, quan hon ca la dieu kien eg so vat chat va miic tin cay ciia cac cam ket ciia Nha truong Tir khoa: Chat luffng dich vu, cff sff vat chdt, mirc hdi long, phuc vu, phucmg phap EFA I D.4T VAN DE Trong xu the toin ciu hoa hien nay, giio due dai hgc dang ngiy cang dugc nhin nhan la mgt loai hinh dich vy Cic dich vu bao gom cac dich vu lien quan tryc tiep den qua trinh dao tao, va cac dich vu phuc voi qua trinh dao tao khac nhu sinh boat, vmi chai, giai tri frong nha trudng Tir quan diem cho thiy de thu hiit dugc sinh vien, cic trudng mgt mat can ning cao chit lugng dao tao, ddng thdi ciing can thuomg xuyen ddi mdi chat lugng cong tic phuc vu, dip iing cang tdt nhu cau ctia khach hang - sinh vien Trudng Dai hgc Lam nghiep (DHLN) la trudng diu nganh tai Viet Nam dao tao ve ITnh •vyc lam nghiep Hien Nha trudmg khong ngimg md rgng quy mo dio tao lugng sinh vien tang nhanh qua cac nam hgc Ap lyc canh tranh vo-i cac trudng dai hgc khac vi vay la khdng the tranh khoi De co the chien thing cudc chay dua chat lugng vdi cac trudng dai hgc mgt frong nliiing chien luge diing dan la phai ning cao sy hai long ciia ngudi hgc vdi chit lugmg cac dich vy cung cap, co ca cic dich \ai phuc vu khac Nghien cthi vdi mong mudn danh gia miic hai long, xac dinh cac nhin to inh hudng den miic hai long ciia sinli vien DHLN vdi cic dieu kien co sd vat chit va phuc \m sinh boat, hgc tap cua Nha trudng nham dinh hudng cic giai phap ning cao chit lugng phuc vy, nang cao miic hai long ciia sinh vien tai trudng DHLN II Phuomg phap nghien ciru 2.1 Cff sffly thuyet Sy hai long la mgt trang thai lam ly bi tac dgng bdi qua trinh: (i) ky vgng \i dich \y trudc klii su dung va (ii) cam nhan ve dich \ y sau trai nghiem Nhiing cam nhan cua khach hang co dugc sau su dung djch vy dugc tao nen bdi chat lugng dich vu Nhicu nghien ciiu da ket luan rang chat lugng dich \y dan din sy thoa man ciia khach hang Nhu vay chat lugng chinh la tien de ciia sy thoa man va la nlian to chu yeu anh hudng den sy thoa man Do vay muon nang cao sy hai long ciia khach hang, nha cung cap phii nang cao chit lugng dich vu Noi each khac chat lugng dich \y va su hai long cua khach hang co moi quan he tuang ho chat che vdi nhau, chit TAP CHI KHOA HOC VA CONG NGHE LAM NGHlEP S 2-2016 163 Kinh te & Chinh sdch lugng dich -vu la cii dugc tao trudc va sau dd quyet dinh den sy hai Idng ciia khach hang Tuy nhien chiing ta phii ludng chit lugng djch vu sao? bing each nao la mgt vin dl khd khan va phiic tap Nam 1985, Parasuraman et al, la ngudi diu tien gidi thieu md htnh ludng miic hai Idng vdi phan tich khoang each (GAP Analysis Model) Md hinh niy cd 10 phan, theo thang diem Likert de ludng rieng biet nhiing mong dgi va cim nhin thyc t l ctia khich hang ve chat lugng dich vu Nhirng thang ciia md hinh nghien ciiu ban diu dya tren 10 phan cua chat lugmg dich -vu bao quit hiu bet mgi khia canh ctia dich -vu Tuy nhien, viec sti dung bd thang frong ludng mgi loai hinh dich vu cho thiy cd sy phiic tap va khdng dat gii tri phan biet frong mdt sd trudng hgp Sau kiem dinh lai bing nghien ctiu lihan td, Parasuraman et al (1988) da hieu chinh lai thinh md hinh chit lugng dich vu (Service II 164 Quality Model SERVQUAL) va nit gon tit thanh phin, cu thi nhu sau: (!)£>? t™ cay - Reliability; (2) Tinh dap iing Responsiveness; (3) Phuang tien hiiu hinh Tangibles; (4) Nang lyc phuc vu - Assurance; (5) Sy cim thdng - Empathy Tren cd sd nhirng ly thuyit niy, thugc vao ddi higng nghien cthi ma thiit ke nhiing thang phii hgp 2.2 Thiet ke thang Tren ca sd nghien ciiu cac ly thuyet ve ludng chit lugng dich vu, nghien ciiu lya chgn md hinh SERVPERF d l nghien curu chit lugmg cac dich vu ca sd vat chit va phuc -vu cho sinh boat va hgc tap ciia sinh vien DHLN Sau thao luan va dilu chinh, 35 biln quan sat dugc dua vao md hinh, chia lam nhdm (bang 01) Cac biln dugc ludng sii dung thang Likert do: (1) hoan toan khdng ddng y; (2) khdng ddng y; (3) khdng y kiln; (4) Ddng y; (5) Hoan toan ddng y (bang 1) Bang 01 Tieu chi danh gia chit lugmg dich vu ca sd vat chat va phuc 'vii tai DHLN TIEU THirC Cff Sff vat chat (CSVC) CSVCl So lugng phdng hgc dam bao, sach se, du dieu kien anh sang, thong thoang, thiet hi ho frg day du CSVC2 He thong phdng thi nghiem, thyc hanh day du, dugc frang hi va boat dgng tot CSVC3 Thu vien Nha trudng cd tai lieu hgc tap va tham khao phong phii, frang thiit bi fra cuu thuin Igi CSVC4 KTX sinh vien co dii ch6 d, sach se, trang thiit hi phii hgp (cho phai quan ao, binh ndng lanh, Wifi, tivi ) CSVC5 Trudng co dii bai tap the due thi thao, dilm giai tri ngoai gid cho sinh vien (phong chieu phim, phdng thi due, cang tin ) CSVC6 Dich •vu an uong dugc to chiic dd, sach se, dam bao ve sinh, an toan CSVC7 He thong dien, nude dugc cung cip day dii, thuan tien CSVC8 He thdng thong tm, frang web ciia Trudng dugc cap nhat thudng xuyen, de tmy cap CSVC9 Tram y tl ciia Nha trudng dugc frang bj thiit bi diy dii, nang lyc phuc vu tot CSVC 10 He thong thu gom va xii ly rac thai phii hgp, day dti, dim bao sach se khu KTX va giang dudng CSVCl Co he thong dich vu btru dien, ngan hang thuan tien Nang lyc phuc vu (NLPV) NLPVl NV quan ly co nang luc lam viec, quan ly va phuc 'vu tot NLPV2 Nha tmdng thudng xuyen to chiic siia chua, BD CSVC TAP CHi KHOA HOC VA CONG NGHE LAM NGHIEP SO 2-2016 Kinh ti & Chinh sdch NLPV3 NLPV4 NLPV5 NLPV6 UJ QTAMl QTAM2 QTAM3 QTAM4 QTAMS rV' DUNGl D1JNG2 DUNG3 DUNG4 DUNGS \' TCAYl TC.4Y2 TCAY3 TCAY4 TCAY5 "vi SATl S.'\T2 S,M3 }ibfaaSngc6 he diong dam bao an ninh tot cho SV Bo phan hudng din sinh vien co nang lyc chuyen mon tot, co kha nang giai dap tdt nhiing thac mac ciia SV Cac phong thyc hanh co hudng dan sii dung thiet bi day dii, thuan tien Trudng co cac thong tin chi dan, so hudng dan day dii, thuan tien, de dang tim kiem Sir quan tam (QTAM) Nha trudng thudng xuyen to chiic lay y kien sinh vien ve danh gia chit lugng dieu kien sinh hoat, hgc tip Nha tmdng thudng xuyen di kiem tra, danh gia chat lugng CSVC phuc vu hgc tap va sinh hoat ciia SV Nha trudng thudng xuyen doi mdi, hien dai hoa CSVC phuc vu sinh hoat, hgc tip ctia sinh vien Nhiing thac mac, phan anh ciia sinh vien dugc xii ly nhanh chong, diing quy trinh Nha trudng luon lang nghe va phan hoi y kien ciia SV Kha nang dap irng (BUNG) NV phuc vu co tinh than niem nd, an can vdi sinh vien Nhan \'ien phuc vu luon san sang hudng dan, giai dap nhung thac mac ciia sinh vien NA' phuc 'vu luon lam diing nhiem vu ciia minh So lugng phuc vu bo tri hgp ly day du va thuan tien de giai dap nhung thac mac ciia sinh vien Nhirng yeu cau, de xuat ciia sinh \-ien luon dugc xem xet va dap ling thoa dang Muc tin cay (TCAY') Cac thong tin lien quan den hoc tap sinh hoat dugc cung cap cho sinh vien day dii va kip tho'i Thdi gian giai dap, phiic dap cac thac mac ciia sinh vien dugc thyc hien diing hen, nhanh chong DK CS\'C dugc cung cap diing nhung gi da cam ket Cac thong tin chi din hudng dan de dang tim kiem, day du \k phii hop Quy trinh, thii tuc giai dap thac mac cua sinh vien don gian de thyc hien, de theo dot .Mirc hai long (SAT) SV hai long vcn ca so vat chat ciia Nha trudng SV hai long \'di thai phuc vu ciia Nha tnrdng SMiai long vdi nhimg cam ket & no luc cua Nlia trudng 2.3 Chgn mau va thu thap so heu Theo Hair & ctg (2010) de sir dung phuomg phap EFA mau tdi thieu la 50, tit ban la 100 va ty le quan saLbien ludng la 5:1, tot nhat la 10:1 Mo hinh khao sat nghien cim gom bien dai dien vdi 35 bien quan sat Do do, s6 lugng mau can thiet la 35*10 = 340 mau trd len De dam bao mirc tin cay cao nghien cim lien hanh dieu fra vdi 600 phieu phat va kit qua thu ve 423 phieu hgp le - So lieu thu' cap: De dauli gia thyc trang cung cap dieu kien ca sd vat chat phiic \y sinh hoat va hgc tip ciia sinh \ien gim dieu kien ve nha d, khu \mi chai, an u6ng, phong hoc, nha thu vien, thi nahiem dl tai su dung cac thong tin tir cac phong ban lien quan nha trudng - So Ueu so cap: La nhirng thong tin danh gia ve tinh hinh cung cap cac dich \y chat lugng dich vy cung T.\P CHI KHOA HOC V.A CONG NGHE LAM NGHIEP S 2-2016 165 Kinh te & Chinh sdch cap, muc hai Idng cua sinh vien vdi chit kha tot cho nhu ciu ciia sinh vien lugng dich vu cung cip dugc thu thap thdng Tnidng hien dang sd hiiu mgt dien tich qua dieu fra bing bang hdi Ddi tugng dugc dit kha Idn vdi hon 180ha d ca ca sd He phdng van la sinh vien cd d frong ky tiic xa va thdng nha ciia, cdng trinh kiln tnic phuc yu la sinh vien cac nam hgc 2, va Viec dieu cho giing day, thyc hanh thyc tap va nghien fra cac sinh vien d ky tiic xa va cd thdi gian Cliu kha ldm va ddng bg, bao gdm: hgc d tmdng dii ldm de dam bao cac sinh vi6n • Khu giang dudng: nha cao tang vdi cd biet va sii dung cac dich 'vu phuc 'vu 12.830 m2 phdng hgc vdi diy dil frang thiet bi sinh hoat cho sinh vien ciia Nha trudng phuc vu cho giang day 2.4 Phvong phap xv ly va phan tich so lieu • Khu thi nghiem thyc hanh: Gdm khu Nghien ctiu sti dung phan mem SPSS 20 de nha, cd 79 phdng thi nghiem thyc hanh, nha tdng hgp va phan tich sd lieu Trong nghien xudng, dien tich xay dyng 11.600 m2 Ngoai cihi da sii dung cac phuang phap cu the sau: ra, Nhi trudng cdn cd khu rimg thyc nghiem (1) Phuang phdp thdng ki md td: Phuang phip dugc sii dyng de thdng ke thinh phin v i die tmh ddi tugng tham gia phdng van: Nim hgc, khoa chuyen nganh v i cic dac tinh ca ban ciia miu dieu fra khic vdi fren 133 la bg sim tap fren 230 loai (2) Phuang phdp phdn tich nhdn to khdm thyc vat riing nhiet ddi, la nai ly tudng cho giing vien v i sinh vien cac nganh Lam hgc, Quan ly Bao ve riing va Mdi tnrdng tham quan, thyc tip; Thu vien rdng 24.650 m^ vdi hon 200.000 cudn giao trinh, tai lieu tham khao, tai lieu dien phd EFA: Phuang phap niy dugc sii dtmg de phat hien cic nhin td inh hudng den sy hii Idng ciia sinh vien vdi dieu kien so sd vit chat va phuc V ' U ciia Dai hgc Lim nghiep Sau cd sd lieu dieu fra thyc te ve danh gii ciia sinh vien, cic budc tiep theo ctia phin tich: (1) Kiem dinh chit lugng thang (kiem dinh cronbach alpha) (2) Kiem dinh miic phii hgp cua md hinh (Kilm dinh KMO) (3) Kiem dinh cac tuomg quan (ANOVA, he sd hdi quy ) (4) Kilm dinh miic giii thich ctia md hinh m KET QUA NGHIEN CtTU, THAO LUAN 3.1 Thyc trang cung cap dich vu co sd vat tii frong va ngoai nude • Website ciia tnidng dugc cap nhit thudng xuyen, cdng bd cdng khai cam ket chit lugng giao due va chit lugmg giio due thyc te, cdng khai cac dieu kien dam bao chat lugmg, cdng khai thu chi tai chinh • Khu ky tiic xi: cd 17 tda nha cao tang, dap ling nhu ciu cho gin 8.000 chd d cho sinh vien frong cic can phdng khep kin • Khu lien hop the thao, be bai, nhi thi diu: 2,5 ha; Sin van ddng trung tim v i cic sin tip luyen the thao vdi tong dien tich 20.000 m^ Vdi dieu kien co sd vit chit hien cd, Nha trudng cd the dim bao cung cip kha diy dii cac dieu kien cho cac sinh vien hien damg sinh boat v i hgc tip tai Trudng chat va phuc vu tai DHLN 3.2 Danh gia c h i t Ivffng dich vu co sd vat chat va phuc vu tai DHLN Hien tai Trudng DHLN cd mdt ca sd vit chit kha khang trang, bien dai, cd thi dip iing 3.2.1 Chdt lucmg dich vu trin quan Nhd trudmg 166 TAP c m KHOA HOC VA CONG NGHE LAM NGHIEP SO 2-2016 diim Kinh ti& Chinh sdch Qua nhiing phan d'ch Aye trang CSVCciia day dli va hgp ve sinh cho sinh vien frong khu Nha tnidng, cd thi thiy tnidng DHLN da ludn vyc ky tiic xa; He thdng dien dugc lip mdi va quan tam diu tu, siia chira va nang cap ca sd dam bao an toan cho sinh vien Ngoai ra, vdi vat chit Ai dap iing cang tot hem nhu ciu cac sinh vien d ky tiic xa, trung tim dich vu ciia giao vien va hgc sinh, sinh vien Ngoai cua Nha tnrdng ludn sin sang cd nhin vien viSc diu tu ca sd vat chat hien dai phuc vu quan ly d tiing khu nha Ai cd thi tilp nhan giang day, Nha trudng cung ludn quan tam den thdng tin phan hdi cua sinh vien va xir ly kip cac yiu td phuc vu ddi sdng, sinh hoat ciia sinh thdi cd cac timh hudng dot xuit xay nhu vien nhu cac yeu td an ninh, cham sdc siic chap dien, chay nd, mat nude khoe, •vui choi giai tri va the thao Cac dich 3.2.2 Chdt luang dich vu tren quan diim vu phuc vu sinh boat cho sinh vien hiu het sinh viin dugc cung cap mien phi, hoac thu phi thip vdi muc dich liy phuc vu la diu, tao dieu kien dl sinh vien cd mdt mdi trudng sinh hoat, hgc tap tdt Nha trudng cimg xiy dyng he thdng cung cap nude sach hien dai de cung cip nude Ket qua danh gia chat lugmg cic dich •vu ctmg cap cho sinh vien ciia DHLN dugc dya fren ket qui dieu fra 423 sinh •vien nim 2,3,4 dang hgc tip tai tnidng vdi bing hdi gdm 35 ciu hdi vdi nhdm vin de (1) Ket qua thong ke md ta: Bang 01 Ket qua thong ke mo ta cac bien mo hinh Ten biln GT trung binh GT nho nhat GT Ion nhat Chenh lech , ,,, Max/Mm Do bien • thien -,< / So bien CSVC 3.668 3.417 3.919 502 1.147 025 11 NLPV 3.861 3.704 4.038 333 1.090 020 QTAM 3.752 3.430 3.931 501 1.146 039 DUNG 3.582 3.383 3.764 381 1.113 019 TCAY 3.788 3.667 3.882 215 1.059 012 SAT 3.852 3.704 3.943 239 1.064 017 Ngudn: SS lieu dieu tra vd tinh todn cua tdc gid Qua ket qui fren cho thiy frong nhdm yiu td nghien ciiu, hiu het nhiing sinh vien dugc hdi deu cd miic danh gii tir 3,4 - dilm, diy Ii miic diem danh gii vdi chit lugng cic dich •vy d miic tuang ddi tdt Miic diem trung binh ciia cic nhdm bien cd sy biln ddng khdng ldm, cho thay nhiing nhin dinh ciia da sd sinh vien cd sy thdng nhit nhit dinh Cac yeu td dugc dinh gia cao hom gdm nhdm bien NLPV (nang lyc phuc vu), QTAM (sy quan tim) va TCAT (miic tm cay cua cic cam ket) Miic hii Idng chung dugc dinh gii d miic trung binh li 3,8 diem Tuy nhien diy mdi chi li nhiing ket qui ban diu, dl khing dinh thyc sy nhung yeu td niy cd inh hudng den sy hii Idng ciia sinh vien DHLN hay khdng, ta cin tien hinh cic kiem dinh thdng ke (2) Kit qua Idem dinh chat lirgmg thang do: Chit lugng thang dugc cho li phu hgp vdi nghien ctiu EFA he sd Cronbach Alpha ciia cac bien tdng > 0,6 Ket qui Idem dinh chit lugng thang frong nghien cira (bing 02) TAP c m KHOA HOC VA CONG NGHE LAM NGHIEP SO 2-2016 167 Kinh ti & Chinh sdch Bang 02 Kit qua kiem dinh chit lugmg thang STT Bien dac trung Thang CSVC NLPV QTAM DUNG TCAY SAT 0.871 CSVCl, CSVC2, CSVC3, CSVC4, CSVC5, CSVC6, CSVC7 CSVC8, CSVC9, CSVC 10, CSVCl 0.862 NLPVl, XLPV2 NLPV3, NLPV4, NLPV5, NLPV6 0.870 QTAM I, QTAM2, QTAM3, QTAM4, QTAM5 0.901 DUNG 1, DUNG2, DUNG3, DUNG4, DUNG5, 0.868 TCAYl, TCAY2, TCAY3, TCAY4, TCAY5 0.782 SAT1,SAT2, SAT3 ^ Ngudn: SS lieu tinh todn cua tdc gid Tir ket qua kiem dinh chit lugng thang cho thiy, ca nhom bien deu co he sd Cronbach Alpha tdng the > 0,6 Nhu vay ci 35 bien quan sat se dugc dua vio phin tich nhin to khim phi (3) Kilm djnh sy phu hop cua mo hinh: + He sd tii nhin td Factor Loading > 0,5; + TrisdO,5