Tgp Chi Khoa Hgc Gido Due Ky Thugt (33/2015) Tru&ng Dgi Hgc SuPhgm Ky Thugt TR Hd ChiMinh KIEM DEVH THANG DO CHAT LlTgfNG DICH VU DAI HOC TAI THANH PHO HO CHI MINH TESTING HIGHER EDUCATION SERVICE QUA[.]
Tgp Chi Khoa Hgc Gido Due Ky Thugt (33/2015) Tru&ng Dgi Hgc SuPhgm Ky Thugt TR Hd ChiMinh KIEM DEVH THANG DO CHAT LlTgfNG DICH VU DAI HOC TAI THANH PHO HO CHI MINH TESTING HIGHER EDUCATION SERVICE QUALITY SCALE AT HO c m MINH CITY Nguyen Thi Anh Van Truang Dgi hgc Su Phgm Ky Thugt TP.HCM Ngay tda sogn nhgn bai 30/7/2015, phan bi#n d^nh gia 21/8^015, ng^y chap nhan ddng 01/9/2015 TOM TAT: Nghien cihi ndy tap trung vao viec xdc dinh thang chdt luang dich vu ddo tgo dgi hoc tgi Viet Nam dua tren thang HEdPERF (Higher Education Perfomance) DH lieu khdo sdt gdm 505 sinh vien tgi DHSupham Ky thugt TPHCM Phuangphdp nghien cuu dugc sic di^ng Id phdn tich nhdn to khdm phd EFA vdphdn tich nhdn td khdng dinh CFA Kit qud nghiin ciru cho thdy thang chdt luang djch vu dao tgo dgi hgc gdm nhdn td chinh: (1) Phuang di?n hgc thudt, (2) Danh tiing, (3) Chuang trinh hgc (4) Thdi nhdn viin, (5) Su tiip can, (6) Chuyin mon nhdn vien Tir khoa : chat luang dich vu (CLDV), HEdPERF, dich vu ddo tgo ABTRACT: This study focuses on identifying the scale of higher education service quality in Vietnam basing on the HEdPERF (Higher Education Perfomance) scale The sample size is 505 students at HCMC University of Technology and Education Exploratory Factor Analysis (EFA) and CoTifirmatory Factor Analysis (CFA) have been used for data analysis The results show that scale of higher education service quality consists of six main factors: (J) academic aspect (AA), (2) reputation (RE), (3) programs issues (PI), (4) staff attitude (SA), (5) access (AC), (6) staff expertise (SE) Keywords: service quality, HEdPERF (Higher Education Perfomance), higher education service, G i d l THIEU Ngay nay, vdi sy toan cdu hod mgnh me, chdt lugng dich vu dao tgo dai hgc dang la vdn d i cdp thiit cdn quan tdm Cac trudng DH Viet Nam dang dung trudc sy canh tranh khdng chi vdi nhung trudng ttong nude ma cdc DH qudc t i Vi vdy vi?c ndng cao CLDV dao tgo la hit sftc cdn thiet de cd the tdn tai va phat triin Vay nhung yeu td nao cdn tac ddng d i nang cao chat lugng dich vu dao tao? Dd vin dang la mgt cau hdi Idn ddi vdi nhiiu trudng dgi hgc Hien mpt sd trudrng DH ciing da khdo sat ddnh gia cfta SV ddi vdi dich vu ma tindng cung cdp Tuy nhien hdu hit nhftng bdng hdi diu mang tinh chft quan cua tiing trudng, chua thdnE nhat ciina nhu chua dirrfr Vi^n\ djnh mdt each khoa hpc de biet thang cd phft hgp khdng Hoac mdt sd nghien cuu ve chat lugng dich vu dai hpc thi thudng sft dung md hinh Servqual (Parasuraman & ctg, 1988) hoac Servperf (Cronin and Taylor ,1992) Day la nhftng thang ve CLDV ndi chung nen dua vdo Iliih vye ddo tgo dai hpc thi phai hieu chinh nhiiu,va tin cdy khdng cao Chinh vi vdy nghien cuu da sft dung HEdPERF (Higher Education Perfomance) - mdt thang mdi dugc thiit ke rieng tiong lmh vye giao due de ludng chdt lugng dich vu dgi hpc tai TP HCM Thang HEdPERF dugc Abdullah xdy dyng nam 2005 Nam 2006, Abdullah da kiim dinh va so sdnh ba thang ludng chdt lugng Tgp Chi Khoa Hgc Gido Dgc Ky Thugt (33/2015) Tru&ng Dgi Hoc SuPhgm Ky Thugt TR Ho ChiMinh dich vy Id HEdPERF, SERVPERF va thang phuang phdp dinh lugng: phdn tieh EFA d8 hidu chinh HEdPERF- SERVPERF ttong khdm pha nhiing nhan td va phdn tich CFA mdi trudng giao dye DH Ong da khdo sat 560 de khang dinh lgi cac nhan td va nhftng bien SV tten ttudng DH d Malaysia Abdullah thudc timg nhdn td dd (2006) kit luan rdng ludng CLDV bdng PHirONG PHAP NGHIEN ClTU thang HEdPERF cho kit qua dang tin cgy Nghien cuu khdm phd (reliable estimations), cac tieu chi tdt hon Do ddi tugng nghidn ciiru va dieu kien mdi (greater criterion) va cdu tnic dn dinh (contrudng nghien cuu thay ddi nen can cd hieu struct validity), phuang sai gidi thich tdt ban chmh bang cau hdi phft hgp Tac gia da sft (greater explained variance), va vi vay nd phu dung ky thuat thao ludn nhdm tap trung Nhdm hgp hon so vdi hai cdng cu khdc la SERVthdo ludn gdm 11 SV DH Su pham Ky thudt PERF va HEdPERF-SERVPERF Trong ngdn TPHCM Kit qud la xdy dyng dugc bang cau ban, cac kit qua da chftng minh su vugtttdird hdi so bg rdng cua cdu tnic nam yeu td hidu chinh cfta Bang cau hdi so bd da dugc tdc gia phat md hinh HEdPERF (Abdullah, 2006) tryc tiip din 50 SV dai dien Tuy nhien, chi Brochado (2009) kiim tta sy ludng cfta cd 40 bdng can hdi dugc chap nhan, 10 bang ndm md hinh: SERVQUAL, SERVQUAL cd cau hdi bi loai thiiu gid tri (missing value) hi^u chinh ttgng sd (importance-weighted vd vi phgm cau hdi cheo Ket qud phdng van SERVQUAL), SERVPERF, SERVPERF cd cfta 40 S V dd dugc xu ly thdng qua phdn mem hi$u chinh ttgng so (importance-weighted SPSS 21.0 di kiim tta dg tin cay thang SERVPERF) va HEdPERF Tdc gid dya ttdn Kit qud cfta nghien cftu dinh lugng so bd la cac du lieu thu thap dugc tft trudng DH Bd xay dyng dugc bang cau hdi chinh thuc Dao Nha d Lisbon va can tnic da hudng cfta Nghien cuu dfnh luang chinh thuc tat cd md hinh deu dugc xac nhgn thong Thu thap du* lieu qua cac kiem dinh thyc nghiem Ket qua cho thdy SERVPERF va HEdPERF cd kha ndng Bang can hdi dugc thiSt ke theo hinh thftc ludng tdt nhdt (Brochado, 2009) tra loi chinh la tra Idi cho cdc cdu hdi ddng, Ashim Kayastiia (2011) da ludng CLDV lua chgn mftc dg ddng y theo thang Likert ddo tao DH bdng thang chinh la HEdPERF diem vdi la hoan toan khdng ddng y cho tai mdt sd trudng DH cdng lap d Thai Lan vd din la hodn toan ddng y (phu luc) Bdng cau hdi chinh thftc dugc phat cho sinh vien tft kSt ludn day la thang dang tin cgy Tft dd, tac gia sft dyng HEdPERF vi thang nam din nam tgi DH Su pham Ky thuat dd dugc nhieu tdc gia kiem dinh ddy la TPHCM Tdng b ^ g can hdi fliu vi la 505 thang dang tin cdy vd thang ndy dugc bdng nhung chi co 329 bang hgp le dftng di phdt triin tgi cac trudng DH d Malaysia nen phan tich nen giao due dgi hpc se cd nhidu diem tuong ddng vdi giao dye Viet Nam Nghien ciru ndy nhdm muc dich xdc dinh thang chat lugng dich vy dgi hpc gdm nhimg yeu td nao dya tten thang HEdPERF? Kit qua thang dang tin cgy va cd gid tri khoa hgc dugc kiim dinh bdng Phan tich dfi* li^u Cdc dft lieu sau tiiu tiiap se dugc lam sgch vd xft ly bdng phdn mim SPSS 21.0 va AMOS 21.0 Mgt sd phuong phdp phan tich dugc sft dyngttongnghien cftu nhu sau : Kiem tra dO tin cay theo h^ so Cronbach's Alpha : Phuong phdp ndy cho phep Tgp Chi Khoa Hgc Gido Dgc Ky Thudt (33/2015) Tru&ng Dgi Hgc Su Phgm Ky Thugt TR Ho ChiMinh ngudi phdn tich loai bd cdc biin khdng phft hgp va ban chi cac biin rdc ttong qua ttmh nghien cuu vd danh gia dd tin cay cfta thang bang he sd thdng qua he sd Cronbach's Alpha Nhutig bien cd he sd tuong quan bien tdng (item-total correlation) nhd ban 0,3 se bi logi Thang cd hg sd Cronbach's Alpha tft 0,7 ttd Idn la dugc chap nhgn su dyng ttong nghien cuu Phan tich nhan to khdm pha EFA (Exploratory Factor Analysis): Nghien cftu sft dung phuang phap PAF (Principal Axis Factoring) Cling vdi phep quay khdng vudng gde Promax vi phuang phdp phdn dnh cdu tnic du lieu chinh xac hon phuang phap PCA (Nguyin Dinh Thg, 2011) Trong nghien cftru nay, cdc bien quan sdt cd he sd tai nhdn td Idn hon 0,4 duge chdp nhgn Phan tich nhan t i khdng dinh CFA (Confirm Fator Analysis): Phan tich nham khdng dinh md hinh cdc y6u td dugc xac dinh bdi phan tich EFA d tten Trong phan tich CFA, cac chi sd Chi-binh phuang, CFI, TLl va RMSEA dugc sft dyng de danh gia phft hgp cfta md hinh ludng Md hinh dugc cho la phu hgp phep kiim dinh Chi - binh phuong cd gia tri p >0,05 N i u mdt md hinh nhdn gia tri GFI, TLI vd CFI tft 0,8 din 1, RMSEA cd gia tri < 0,08, Chi -binh phuong /df