Su" hai long cua sinh vien doi v6i chat lifgrng djch vu dao tao tai Iru''''dng Dai hoc Binh Du''''ofng PHCTCJC iVllMH HIEP* V6 DAMH THiN" Tom ta t Bdi viel la ket qud phdn tied khdo sdl 300 sinh vien dido l[.]
Su" hai long cua sinh vien doi v6i chat lifgrng djch vu dao tao tai Iru'dng Dai hoc Binh Du'ofng PHCTCJC iVllMH HIEP* V DAMH T H i N " Tom tat Bdi viel la ket qud phdn tied khdo sdl 300 sinh vien dido ludng suhdi long cua ngUdi hoc doi vdi dich vu dao lao lai TrUdng Dai hoc Binh Duong Ket qud ddnh gid cho thd'y, cd 05 nhdn tddnh tnfdng de'n sU hdi tdng cua sinh vien vi chd't tuang dich vu ddo tao gdm: Su Hep cdn; Phuang dien hoc itmdl: Danh tie'ng; Phuang dien phi hoc ihudt; vd Chuang trinh ddo tao Ddy chinh Id nhdng cdn cd de di xudt mot sdgidi phdp ndng cao hieu qud cdng tdc ddo tao vd chd't tuang dich vu ciia TrUimg Dai hoc B'inh Duong thdi gian tdi Tif khoa: sU lidi ldng cua smh vien chd't lifong dich vu ddo lao TrUdng Dqi hoc Binh DifOng Summary B\ a survey of 300 students to measure ttieir salisfaclion with training services at Binh Duong Universtfy the study finds out jive determinants of student satisfaction with the quality oj training services, including Approach Academic aspect, Repulalion Non-academic aspecl and Training program On this basis, the authors propose some solutions to improve training effectiveness and service qualilv of Binh Duong University in the coming lime Keywords student salisfaclion quality of irainiiii; s Giai THIEU Nhtfng nam gan day linh Binh Dtftfng dtfdc bie't den lit mdi dia pbifitng nang ddng cd idc dd phiii trien kinh iecao nhii'l midc Hien Binh Dtfdng da cd gan 12 000 iloanh nghiep cd 2S khu cdng nghiep \ di nhu cau nhiin hfc nil cao Tmng bd'i ciinh mdi ;ip life canh tranh giiTa cic inrdng dai hoc ddng iren dia ban Tinh ciiny nga\ cang ga> gal nhiim ihu htil nhieu sinh \icn theo hoc Bdi \ii\ \iec n.ing cao dial Itfdng dich vu diio liui, lam lang stf hai long cua sinh \ien dd'i \di Trtfdng Dai hoc Binh Dtfdng l;i liYt cii'p ihie't CO s o LY THUYET VA M O H I N H N G H I E N CUU Theo Mansem.iik \a Alhmsson i20O4i, ihi "Stf lull long cua kli.ich hang hi nidi lli.ii dd idng ihd cua kliach h.'iiig Jdi \(ii mdi nh.i cuii'j ci'n dich \u hoac 56 Binli Duong University mdi cam xuc phan tfng vdi sif khiic biet gitfa nhtfng gi kh;ich hang dtf doan Irtfdc va nhtfng gi ho tie'p nhan dd'i vdi stf diip tfng mpi sd' nhu ciiu, muc ticu hav mong mudn" "Cdn ZeilhamI & Bitnci (2000) lai cho rCing stf bin Idng ciia khach hang la stf danh gui etia khach hang ve mdi s;in phiim ha> mdi dich \u da diip tfng difdc nhu CUU vii mong tidi ciia hn dia'l itfdng dich \u \ 'i stf hai long lu> liT hill khi'u niem khac iihiiu nhtfng cd lien he chili che \ I'fi nhiiti intng nghien ctfu \e dich Ml (Piiiastiraniiiii \a cac cdng stf 198SI C.iL nghien ct'fu iitfik dii_\ da'cho iha'\ ch.'ii lifdng dich \ ii hi [iLJU\en nh.in tlun de'n stf hai Idng L\ l.i thai ltf(fng dich \u lien titkin ticn \ lec ^mig t.Yp dich vij, sif thoa man chi danh gia dtfdc sau da sijf dung dich vu Hai long ciaa khach hang xem nhtf ket qua, chat Itfdng dich vu xem nhtf la nguyen nhan, hai long cd tinh chat d\f bao, mong ddi; cha't Itfdng dich vu la mpt chuan 1^ ttfdng Sii thda man khach h^ng la mdt khai niSm td'ng qudt, the hi^n stf hai ldng cua ho tieu diang mot dich via, Trong dd, chat Itfdng dich vu chi tap trung vao cac ph^n CLI the cua dich vu (ZeilhamI & Bitner, 1996) Tuy nhien de Itfdng chat Itfdng^ dich vy dao tao giao due dai hpc can cd mOt cong cu Itfdng dtfdc thiet ke dac biet, nen Abdullah (2006) da sif dung phtfdng phap HEdPERE cho ke't qua tin cay, cac lien chi td't hdn va ca'u tnic d'n dinh, Tren cd sd cac nghien culi Zeithaml & Bitner (1996) va Abdullah (2006), ciing nhtfcd tinh den tinh hinh thifc te'tai Trtfdng Dai hoc Binh Dtfdng, nhdm tac gia de xuat md hinh nghien ctfu nhtf Hinh De danh gia dtfdc stf hai ldng cua sinh vien dd'i vdi chat Itfdng dich vu dao lae lai Trtfdng Dai hoc Binh Dtfdng, nhdm tac gia su: dung phtfdng phap khao sal Ihong qua bang cau hot dd'i vdi cac hoc vien dang theo hoc tai Trtfdng Trong nghien cij^i nay, nhdm tiic gia cd su" dung phan tich nhan td kham pha (EFA) nen cd td'i thieu la n = 5'x (x: la sd hien quan siil) Vi vay cd mSu td'i lliicu can dat dtfdc la: 5"25 ^ 125 Tuy nhien de tang dd tin cay kiem dinh Cronbach's Alpha, phan lich kham pha EFA va phan lich hdi quy dat dtfdc ke'l qua U")'t nhal, nhdm tac gia xiic dinh cd man n = 300 Dtfa vao cac cd sd d tren vdi bang Ciin hdi nghien ctfu niiy dtfdc siJ dung mtfc dd hai ldng thed thang Likerl diem So phie'u phiit la -ViO, so phieu stf dung dtfdc la 300 dat ygu cau dat Nghi6n ctfu dtfdc thtfc hien v^o thiing 07/2016 Dtf lieu thu ihSp dtfdc phSn tich, xd" Iy bang phan m^m SPSS 20.0 {Bdi vie't si^ dung cdch viet so thap phdn theo chuan qud'c tS) Ke't qua nghidn cu'u Kii'm dinh thang Ke't qua kiem dinh Cronbach's Alphacho thay, cac bie'n quan sat deu dang tin cay, vdi he so Cronbach's Alpha deu > 0.6 (Bang 1) Phan tich EFA , ,, Ket qua cho tha'y, 05 nhan td dtfdc trich tai Eigenvalue deu cd gia tri la 1.675; vdi phtfdng sai trich la 69 482%, Hd so KMO = 0,790 dat yeu cau > 0.5; mtfc y nghTa ciia kiem dinh Bartlett (sig) = 0.000 dat yeu c l u < 0.05; t^ng phtfdng sai > 50% thda nian didu kien; he so tai nhan id cua cac bien quan sat deu > 0.5 Do dd, sau loai mdt bie'n quan sat, thi cdn lai 24 bie'n quan sat dtfdc sif dung btfdc chay mo hinh hoi quy Phdn tich hoi quy tuye'n tinh Nghien ctfu dtfdc thtfc hidn h6i quy da bien theo phtfdng phap Enter; Ta't ca cac bie'n dtfdc dtfa vao nipt lan de kiem dinh mtfc phiJ hdp gitfa 05 nhan td dOc HINH: iVlO HiriH rSGHlEFi CdO BAMG 1: KET QUA KIEM DltSH CROrHBACH-S ALPHA Ma hoa H i s ' C r o n b a c h ' s Alplial Cac nhSn t&' PdPlIT Phi/iliigaienplulioclhuat S(.7 PDHI PhifOiii; Jiei: hoi.-thu,"!! U\S 707 DAM-I'I lENG D.mh iJil-im ClITKDr CbifiWglniili Jaol.K) II 907 Si.TII'ITAN SiriiO|-n "Lii ns42 »^^'^ SI'H MiOsif, BAMG 2, KET QGA PHAFH TiCH HOI QUY DA BIEM (M=300) ms fl' hoi qu> B chifii chua n hoa lOWHriLNn Tolerance 1^)1 045 ii'DPHr [((il _ -:'^4 Sig Beta Std E r r o r SS8 ll:,n.M- iPDHT D o hiiing da cpng t i i j e n HC sfl hfli qu> chuan hoa t _ H2l s'j; VIF viol iiinl (xi^l i:yi (inn, 07(11 1.2 r.i.il n(K|l (,iiil ! -: :7^3i,5^:::^:; ^'s BAnO 3: THOna KE CAC YEU TO AMH MdnG Stt Cdc biSii qnan sat Sir tiep can ? Danh tieng Phu'dng dien phi hoc thuat ChiTcfna trinh dao lao DEW SC( HAI L d n a QUA SmH VIEN (NJOO) Dd Hcb cbiD^n 0,647 3.3907 0.963 3.6176 0.668 3-5792 0.655 3-5108 1.009 3-5931 H^ stf hdi quy 0.854 0.549 0.332 0.191 0.182 Mguon; Ket qua xii ly lap anh htfdng d e n bie'n phu thudc "Stf hai ldng cua sinh v i e n " Ke't qua nhtf Bang H e s d ' p h d n g dai VIF ( V a r i a n c e inflation factor VIF) rat nhd (nhd hdn 2) cho lhay, cac bien ddc lap k h d n g cd quan h e chat c h e vdi n h a u nen hien ttfdng da cdng tuye'n khdng xay D o dd, cd the k e t luan rang 05 nhan to: "'ChtfOng trinh d a o t a o " , "Phtfdng d i e n hoc thuat", "Phtfdng dien phi hpc thuat", " D a n h tie'ng" va "Sir tie'p c a n " cd anh htfdng de'n sir hai Idng cua sinh vien Gia tri sig cua cac bie'n ddc lap d e u nhd hdn 0.05 Luc phtfdng trinh hot quy da chuan hda la Y^ 0191 '••PDPHT+ 0.549^PDHT-\- 0.332*DANHT1ENG + I82''CHTRDT + 0.854-SUTIEPCAN Ttf phtfdng trinh hdi quy tren cd the tha'y, n h a n id ddc lap anh htfdng de'n siJ hai long ve chat Itfdng dich vu dad lao etia sinh vien tat Trtfdng Dai hoc Binh Dtfdng \ d i dd tin cay 95'^f Nhtf vay, mdt cac nhan td ddc lap tang Ien mdt Itfdng thi ,stf hai ldng cua sinh vien dd'i vdi chat Itfdng dich \ u d a d tao s e l a n g Ien mdt Itfdng ttfdng tfng cac nhan td'cdn lai k h d n g thay ddi Trong dd nhan td Stf tiep can cd anh htfdng m a n h nha't KET LUAN VA MOT SO DE XUAT Kci qua phan lich hdi quy cho thay 05 nhan id'deu cd anh htfdng de'n stf hai Idng cua smh vien \ e chat Itfdng dich \ u dao lao tai Trtfdng Dai hoc Binh Dtfdng Trong dd nhan td Stf tie'p can (Beta = 854) cd mifc dd anh htfi'fng manh nha'i quan lipng ihtf hai la nhan td Phtfifng dien hoc thuat iBela = 0.5491 va quan tipng ihtf ba lii nhan td Danh iieng (Beta = 0.3.12) quan irong thtf ttf la nhan td Phtfdng dien phi hoc thuat (Beta=() 1911 va cudi cimg la nhan idChififng trinh dao tao (Beta =0 182) K c : qiui nil) CO >' nghia ihict thtfc cho cac nhii quan l\' iioniJ liiili \uV guio due ndi chung u o n g cac liu'dng I'lai hoc 1101 i-ieiig iihiii la Trtfdng Dai hoc Binh Dtfdng Ttf dd c.ic nhii nghien ctfu \ e cha't Itfiing dich \ u diio tao tai c i c tru'diig Llai hoc can tiuaii lam de'n cac nhan td na^ D a \ J m i h l;i nhtfng can ci'f de \ a \ dtfng mdi sd gia'i ph.ip n;iiigc:io hieu qua Uong edng uic dao tao \ a ch.ii ItAing Jich \ii denhLiiiulap tfng stfluii Idng u i a smh \ ien cung nluf naiig cao linh c.inh It.mh cua Nha irtfd-ng Dtfa \:io nuiv dd anh htrdiig cua iifng nhan i d i B i n g 3l chiing ldi de xuJ't iiidi so ham s quan in ddi \ I'ii Trifdng i).ii hoc Binh Dudng de iih.nii iKiiig ao d i a l Itfdng dich \ii d j o lao tiiidc nhu can iiga\ Lang cao u i a sinli \ i c n nhif ^au 58 j lie a phan tich cua nhoni • vi tdng ci0ng st^ tie'p cqn C a n td chtfc n h i e u b u d i g i a o Itfu gaj) m a t giffa sinh vien va N h a ^trtfdng d e ngtfdi h p c d l d a n g p h a t b i e u y kien, quan d i e m cua minh vdi lanh d a o I^ha trtfdng T r e n cd sd d d N h a trtfdng tdng hdp nhtfng y k i e n d e xua't thiet tbiTc ttf sinh vien, d e n g a y c a n g n a n g c a e cha't Itfdng dich vu, phijc vu td't nhu cau hoc va n g h i e n ctfu cua sinh v i e n Ngtfdi hpc dtfdc ttf va'n htfdng n g h i e p , g i a o Itfu vdi d o a n h n g h i e p va t h a m gia hpi chd viec l a m nhtfng chtfa c a o ' a dtfdc d a n h gia d mtfc trung binh (theo thang d i e m likerl) D o d d N h a trtfdng can xay dtfng md'i q u a n h e vdi cac doanh n g h i e p va ngoai ntfdc de lam cau nd'i gitfa ngtfdi hoc va d o a n h n g h i e p tao c d hdi v i e c lam c h o sinh v i e n vi phuang dien hoc thuat Trong d a o tao t h e o h o c c h e tin chi smh vien lii vi tri trung t a m ddn nhan stf g i a o d u e ttf nhieu phia (nhii trtfdng khoa d o a n m e n , hdi sinh vien gia dinh \.ii hdi ) vii cd' \a'n hoc tap cd vai trd ra't quan trpng D o dd Nhii trtfdng can hoan thien dpi ngu c d \ a ' n hoc lap de giup sinh vien cd mdt mdi irtfdng td't nhat hoc tap \i;i ren luyen Ddi ngij cd'\a'n la ngtfdi itf \a'n vii hd i n i smh vien phat huv ttii da kha nang hoc tap Itfa chpn hoc phan phii hdp de d a p tfng muc lieu lot nghiep \ a kh.i nang d m dtfdc \ lec lam ihich hdp: ddng ihdl c.ic cd \ a n cung iheo doi ihiinh iich hoc u p etia sinh \ i e n nham giup ho dieu chinh kip ihdi, hoac dtfa indl Ufa chon dung n o n g qua irinh hoe uip D e lao dieu kicii ihuan hfi n o n e qua Irinh hoc lap \ a nghien ciiu u i a sinh \iCMi \ d i quan dieiii hi> ngtfdi line Lun iruna uim de niing cao chal kfdi •^ha irtfdnt! can Ihanh Lip c i c u e b s i i a nh.in cho iifng giang \ieii Ttf iiliO n h i n \u\ s\iii hoc hai ien Idp siiih \ ien LO ihe de •S'.m'-i \: hoc uiji Hao ddi kien llufc lioc M''I nhau, n'Jtfdi hoc \ Ve ndng cao danh tieng cua Nha tndfng - NSng cao nhSn thtfc cho can bd gidng vien va ve vai tro, tim quan trpng cua cdng tac nghien ctfu khoa hpc ddi vdi viec nang cao chS't Itfdng dao tao cua Nha trtfdng Tff dd, tffng ca nhan id giac, tich ctfc thiJfc hien td't nhiem vu nghien ctfu khoa hpc, phat huy dtfdc linh sang tao va tiem nang cua tffng ngtfdi Cd che khuyen khich, dai ngp hdp ly; dau ttf kinh phi thich dang chd hoat ddng nghien CUTJ khoa hpc, nhat la cac de tai nghien ciJu cap bd va cac de tai dtfdc dang tren cac tap chi qud'c t6' - Nang cao cdng tac danh gia chat lu'dng bang cdng tac danh gia ndi bp va danh gia ngoai nham dam bao dat dtfdc nhii'ng chuan mtfc nhat dinh dao tao va khdng ngffng cai lien, nang cao chat Itfdng dao tao, dap tfng yeu cau cua ngtfdi sijf dung ngudn nhan \\ic cang cao - Tang ctfdng phiit trien ban lien lac hoi ctfu sinh vien: Ddi ngij ctfu sinh vien la cau nd'i quan trpng gitfa doanh nghiep va sinh vien mdi td't nghiep nham lao dieu kien viec lam, cung nhtf nhffng chia se kinh nghiem Ddng thdi lii nhffng ngtfdi quang ba td't nhal ve thtfdng hicu Clia Trtfdng Dai hpc Binh Dtfdng nhtf mdt kenh thong tin dang tin cay VephiiOng di$n phi hoc thuat Nha trtfdng nen cd nhffng khoa hpc ky nang mem bat budc de sinh vien tich luy mot sd ky nang sau trffdng, hoac td chtfc cac ddt kien tap tai cac doanh nghiep nham tao cd hpi cho sinh vien giao Itfu, hpc hdi nhffng kien thtfc tff mdi trtfdng doanh nghidp Xay dtfng dpi ngii can bp, nhan vien khoa, phdng ban cd thai dp lam viec tich ctfc, giao tie'p lich stf, than thien vdi sinh vien, xii ly linh ddng cac linh hud'ng thtfc te de tang them siJ hai ldng cua sinh vien dd'i vdi chS't Itfdng dich vu cua nha trtfdng vi chuang trinh ddo tao Nha trtfdng nen tie'n hanh kiem tra, danh gia chtfdng trinh dao tao thtfdng xuyen, lien tuc Viec danh gia chtfdng trinh dao tao can dtfdc thtfc hien mpi khSu, ttf giai doan dau, giffa de'n cudi chffdng trinh dad tao Trong giai doan giao due Viet Nam dang btfdc vao thdi ky hdi nhap vdi khu vtfc va the' gidi, can chuan hda phat trien mdn hpc va chtfdng trinh dad tad theo htfdng thtfc hiinh de dap nhu cau ngtfdi hoc va thi trtfdng tuyen dung Chtfdng trinh dao tao can htfdng de'n muc lieu dat sinh vien vao cac hoal ddng nghe nghiep bSng each thtfc hanh, thifc te nhSm cung cap cho sinh vien td't nghiep cd kic'n thtfc, thai dd, ky nang phu hdp vdi tffng nhdm nghe nghiep dap tfng dtfdc nhu cati ciia cac nhii iuyen dung irong khu vtfc va the gidi.Q TAI LIEU THAM KHAO Nguyen Dinh Tho (201 I} Gido trinh plufimg phdp nghien cifu khoa Iwc irong kinh doanh, N\b Lao ddng Xa hdi Hoang Trong va Chu Nguydn Mong Ngoc (2008J Gido ir'inh Phdn tich dd lieu vdi SPSS Nxb Hong Dtfc ?< Abdullah F, (2006) The developmeni ol HEdPERF a new measuring instrument of service quality lor the higher education sector International Journal oj Consumer Studies 30 569-581 Jt)hnson, M D., E W Anderson, and C Fornell (1995), Rational and Adaptive performance e\pecUilions in a cuslomer satisfaction Iramework, Journal of consumer research 21 (March 1.128-140 Firdaiis A, (20()5| The developmeni of HEdPERF: a new measuring inslrumeiil o( ser\ ice qiuilii) tor higher educaiioii, Inlernalional Jonrinil of Consumer Siudics online publicalion, 20 O^'loher Hansemjik O C vii Albinsson M |2004) Customer requirement and relenlion The experiences of individual emplovees Managing service qiiolitv 14( 1) 40-57 Zeithaml, V A, and Biiner.'M,,! (19961 Services Marketing McGraw-Hill, Singapore S Zeithaml VA Sc Bilnei.NLI {1000) Service Maikeling {2nd ed.} Boslon McGiaw-Hill, p.^S Pai-asuraman iL ctg (19881 SERVQUAL a muitiple - lieni sacle id measuring onsumer peiceplions ol ser\ ice quahly J