HUdlMG T O I ^5 NAM HOC V l f IM MQArW H A N G CUA suiti vi#rt khai kinh te t^i ca« tf u^ng d^ t i ^ tt^f% did tm Thanh |̂ ha Od ̂ ifi^ ThgPHAM THI TAM Oa^pc Bong A „ „ fmm kdt qud nghien cm ciia chii[.]
HUdlMG T O I ^5 N A M HOC V l f IM MQArW H A N G CUA suiti vi#rt khai kinh te t^i ca« tf u^ng d ^ t i ^ tt^f% did tm Thanh |^ha Od ^if ThgPHAM THI TAM Oa^pc Bong A „ „ fmm kdt qud nghien cm ciia chiing tdi ve "Cdc yeu to dnfihtf&ng den su hdi Idng ciia sinh vien knoiK^nwi'ai^^truang dai hoc tren dioibdn Thd Dd Ndng " v&i viec Idy mdu khdo sdt tren 506 sirUfv^Wham dang tffeohpc cdc ngdnh kinh te tai cdc truang ngodi cong lap (NCL) tai Dd Ndng Ket qu^^ cuu cho thdy co hien doc lap co dnh hu&ng den Su hdi long cua sinh vien, Id Chdt luang gidng vien, Su ham hoc ciia sinh vien, Chdt lu(mg Chuang trinh ddo Chdt luang Ca sa vgt chdt Trong do, bien Chdt luang chuang trinh ddo tgo co td dong l&n nhdt vdo su hdi long cua sinh vien (B = 0.217) HUONG T O I 55 NAM HOC VIEN NGAN HANG (1961 - 2016) Tie khoa: Chdt luang Suhdi long, Dich VIA, Dich vu gido due Tdng quan v^ nghien cuu "TjA A T yc tieu nghien cim la It I \\, //\ l"^^^ ^^"S cac yeu td I Vy 1 ^ " ^ hudng den sy hai ^ " ^"^ Idng cua sinh vien khdi kinh te tai cac trudng dai hpc tren dia ban TP Da Nang; ludng miic dp anh hudng cua cac yeu td den su hai long ciia sinh vien khdi kinh te tai cac trudfng dai hpc tren dja ban TP Da Nang; qua dua mgt sd kien nghi cho cdng tac giang day va quan ly nham nang cao su hai long ciia sinh vien khoi kinh te theo hgc tai cac truang Ddi tugng nghien cihi la cac van de lien quan den hoat dgng giang day va phuc vu giang day tai cac trudng dai hpc, bao gdm: Chat lugng ciia ddi ngu giang vien, ciia chuang trinh dao tao, cua ca sd vat chat Ddi tugng dugc khao sat la nhiing sinh vien nam cudi {nam 4) dang theo hpc cac nganh thudc khdi Kinh te bao gdm: Quan tri kinh doanh tdng quat, Quan tri Marketing, Quan tri Tai chinh, Ngan hang, Ke toan doanh nghiep, Ke toan- Kiem toan thudc cac trudng dai hgc ngoai cdng lap (NCL) tai Da Nang nhu: Dai hpc Ddng A, Dai hgc Duy Tan, Dai hpc Kien tnic Kdt qua nghien ciiu se la ngudn tham khao giiip cho lanh dao trudng va lanh dao I Khoa thupc khdi Kinh te cd THif!f:^W nhung hoat ddng dieu chinh phii hgp nham nang cao hem niia su hai long ciia sinh vien theo hpc tai cac truang Cff Sff Iy thuygt 2.1 Chat liegtng dich vu gido due Chdt lucmg dich vu Cd nhieu quan diem ve chat lugng dich vu qua cac nghien cim ciia cac tac gia nhu Lehtinen & Lehtinen (1982), Gronroos (1984) Lewis & Mitchell (1990), Edvardsson, Thomsson & Ovretveit (1994), Asubonteng & ctg (1996), Wisniewski & Donnelly (1996), dd quan diem dugc sir dung rdng rai la quan diem ciia Parasuraman & ctg (1985, 1988), theo dd chat lugng dich vu la khoang each giiia sy mong dpi cua khach hang va nh^n thiic cua hg da sir dung qua dich vu Chdt lu(mg gido due dgi hoc Theo INQAAHE (Intemational Network for Quality Assurance Agencies in Higher Eduaction)- He thdng qudc te ciia cac co quan bao dam chat lugng giao due dai hgc cho rang "mgt trudng dai hpc chi cd chat lugng mgi hoat ddng trudng deu dat tieu chuan chat luang, nghTa la tir mgi cap quan ly trudng, mgi he dao tao (chinh quy, tai chuc, chuyen tu ), mgi chuong trinh dao tao (ngoai ngii, cac Idp ngan ban, cao dang, dai hgc, tren dai hgc), mgi loai thu chi, mpi chuang trinh nghien ciiu va phat trien (cap trudng, cap bd, cap qudc gia, cap qudc te), den cac djch vu sinh vien, dich vu cdng ddng, cac hgp ddng tu van, tat ca ddu dat tieu chuan ve chat lugng"^^* Rd rang cac trudng dai hpc tai Viet Nam rat khd dugc ggi la CO chat lugng neu theo quan diem chat lugng cua INQAAHE Hien nay, dd theo dudi chat lugng, dai da sd cac trudng nudc chi dang theo dudi tieu chuan han lam hay tieu chuan hgc thuat, nghTa la cac chuang trinh hpc, mdn hgc cua mdi bac hpc (cao dang, cir nhan, thac sT, tien sT) va nganh hgc (kinh te, nhan van, ky thuat ) Vi vay, nghien cuu chii yeu dya tren tieu chuan han lam (hgc thuat) de danh gia chat lugng giao dye dao tao 2.2 Mo hinh Servperf Theo Parasuraman & ctg (1985), bat ky dich vu nao, chat lugng dich vu dugc cam nhan bdi khach hang cd the dupe the hien qua md hinh 10 phin Dd la: (1) Tin cay (Reliability); (2) Dap iing (Responsiveness); (3) Nang luc phyc vy (Competence); (4) Tidp can (Access); (5) Lich su (Courtesy); (6) Thdng tin (Communication); (7) Tin nhiem (Credibility); (8) An toan (Security); (9) Hieu biet khach hang (Understading/ Knowing the customer); va (10) Phuang tien hiiu hinh (Tangibles) Tren co sd md hinh 10 phan chat lugng dich vu, cac nha nghien ciiu da xay dung md hinh phan chat lugng dich vu, cdn dugc 4P CHI KHOA HQC & DAO TAO NGAN HAN r H J O N G T(3| 55 NAM HOC Vl^N N G A N HANG (1961 - 2016) gpi la md hinh Serqual: Tin cay (Reliability), Bap dmg (Resposiveness), Ndng luc phuc vu (Assurance), Bong cam (Empathy), Phuffng tien hiru hinh (Tangibles) Theo md hinh Serqual, chat lugng dich vy dugc xac dinh nhu sau: Chat lirffng dich vu = Muc cam nhSn - Gia tri ky vgng Dua tren md hinh Serqual, Cronin & Taylor (1992) dua md hinh SERVPERF nhu sau: Chat lugng dich vu ^ Miic dp cam nhan 2.3 Su hai long (thda man) cua khach hang Cd nhieu quan diem khac ve sy hai long cua khach hang (Oliver 1997) Theo la nhan td chii yeu anh hudng ddn sy hai Idng (Ruyter, Bloemer, Peeters, 1997) 2.4 Mo hinh nghien ciru ban dau Md hinh nghien ciiu ban dau chu yeu dya tren md hinh Servperf, nhien rieng yeu td Bap img (Responsibility) thi dugc xem xet bd qua bdi pham vi iing dyng ket qua nghien ciru la tap trung cai thien cac yeu td cd tinh then chdt den su hai Idng cita sinh vien nhu ddi ngii giang vien, chuang trinh dao tao, co sd vat chat, cdn yeu td Bap img theo thang SERVPERF chu yeu lien quan den nhan vien phuc vu (dpi ngii giao vu, chuyen vien hanh chinh tai cac trudng dai hpc) Md hinh nghien ciiu ban dau cu the nhu Hinh Mo hinh nghian cmi ban dau >mm hdi dinh tinh dugc sir dung trudng hgp de dieu chinh, kham pha va bo sung cac bien quan sat diing de ludng cac khai niem md hinh nghien cim ban dau Ket qua cua nghien ciiu so bg nhu sau: o Thang "Tin cay", "Nang luc phuc VU", "Dong cam ": Ket qua nghien ciiu so bp vdi 10 sinh vien thu dugc rat nhieu bien quan sat mdi de cho yeu td Tuy nhien, sau tien hanh xem xet ddi tugng sir dung ket qua nghien ciiu (lanh d^o cap khoa- trudng), tac gia quyet dinh gdp yeu td yeu td, dat ten la "Chat lugng Giang vien" Sd dT nhu vay vi chii y nghien ciiu tap trung ludng miic tin cay, nang luc phuc vy, sy ddng cam ciia Giang vien o Thang "Su ham hoc cua sinh vien ": Day la yeu td mdi dugc Nang luc phuc vu (Assurance) xay dyng thdng qua Su hai long (thda man' nghien cuu so bd Yeu (Satisfaction) td dugc dua vao vi Ddng cam (Empathy) theo cac sinh vidn dugc phdng van: Sy hai long Phuang tien hu-u hinh (Tangibles) cua mdt sinh vien theo hgc cdn ban Parasuraman & ctg (1988), than sinh vien quyet dinh, md hinh Spreng & ctg (1996), Terry nghTa la tir dau neu sinh PhiTffng phap nghien (2002), su hai Idng ciia khach vien da cd y thiic ty giac cmi hang la phan iing ciia hg ve sy va su ham hgc hdi thi mirc dg 3.1 Nghien ciru sff bp khac biet cam nhan giira kinh hai long se cao han so vdi cac Nghien cim so bd chii yeu nghiem da biet va sy mong sinh vien thieu tinh ty giac va tap trung vao ky thuat phdng dpi Cac nghien ciiu khac cung van sau (in-depth interview) sy ham hgc da ket luan rang chat lugng vdi 10 sinh vien nam dang o Thang "Chdt luang dich vu la tien de ciia su hai hpc cac nganh thudc khoi kinh chuang trinh ddo tgo ": Ciing long (Cronin & Taylor, 1992; te tai cac trudng NCL tren dia vdi yeu td "Su ham hgc ciia Spreng & Mackoy, 1996) va ban TP Da Nlng Bang cau sinh vien", "Chat lugng Tin cay (Realtbility) 72 iP CHI KHOA HOC & DAO T^O NGAN HA^ H J O N G T O I 55 NAM HOC VIEN N G A N HANG (1961 - 2016) Hinh Mo hinh nghien cihi d§ xuSt Chat luong Giang vien Ghat lugng Chuang trinh dao tgo S y hai Idng ciia sinh vien S u ham hgc cua Sinh vien Ch§t lugng Co s o vat chcit chuong trinh dao tao" cQng la bien dugc xay dyng mdi Dieu hoan toan hgp ly bdi hau het cac nen giao due hien dai deu danh gia rat cao tam quan trgng ciia chuong trinh dao tao ddi vdi chat lugng dao tao, tham chi chuong trinh dao tao cdn dugc xem quan trgng han rat nhieu so vcd giang vien, mac dil nguoi hgc thuang khdng nhan miic anh hucmg cua chuang trinh dao tao den sy hai long ciia hg thay vi danh cho giang vien o Thang "Chdt luang phuang tien hiru hinh ": Yeu td "Chat lugng phuang tien hiiu hinh" se dugc ddi ten "Chat lugng ca sd vat chat" cho phii hgp vdi mdi trudng nghien ciiu la cac truong dai hgc o Thang "Sir hdi long": Lassar & ctg (2000) ciing cd thang su hai long ciia khach hang gdm ba bien quan sat, nhung hau nhu cac bien hoac khdng phu hgp, hoac khdng ludng day du cho ndi dung nghien ciiu (su hai long cua sinh vien) K^t qua ciia nghien ciiu so bd cho bang cau hdi chinh thiic gom 50 cau hdi Tir day, md hinh nghien ciiu mdi dugc de xuat nhu md hinh 3.2 N ghien cwu chinh thiec Nghien ciiu chinh thiic dugc thyc hien thdng qua phuang phap phdng van bang bang cau hdi cd dugc tir ket qua nghien ciiu so bg d tren (bang Questionaire dugc giii tryc tiep den sinh vien) Do dieu kien gidi han ve thdi gian va chi phi thuc hien nen mau nghien ciiu dugc lay theo phuang phap lay man thuan tien (phi xac suat) vdi ddi tugng phdng van la nhiing sinh vien nam khdi kinh te dang theo hgc tai cac trucmg: Dai hpc Ddng A, Dai hgc Duy Tan, Dai hgc Kien tnic Dii lieu so cap thu thap dugc tir nghien ciiu chinh thiic se dugc xir ly bang phan mem SPSS 11.5 vdi cac budc thuc Bang Thong ke mSu khao nganh hoc Nganh Quan tri hoc, Quan tri Marketing Ngan hang Quan tri tai chinh K§ toan - Kiem toan KĐ toan doanh nghiep ms"*.-' ãã -^ hien nhu sau: Ma hda du lieu, kiem dinh dp tin cay ciia cac thang do, phan tich nhan td, khang dinh md hinh hoac dieu chinh md hinh (neu co), kiem dinh sy phii hgp ciia md hinh, hdi qui da bien Phan tich kit qua 4.1 Mo td mdu khdo sdt Mau nghien ciiu gom 506 sinh vien dang theo hgc nam cudi tai cac truomg NCL da neu d tren dugc thdng ke bang 4.2 Phdn tich dp tin cay ciia thang thong qua he so Cronbach *s Alpha Nghien ciiu sir dyng he sd Cronbach's Alpha de kiem tra dp tin cay ciia cac bien tap dii lieu dupe ap dyng theo tirng nhdm md hinh (tiing khai niem) Ca sd de lua chgn nhiing bien cd tin cay dat yeu cau la nhung bien cd he sd Cronbach's Alpha Idn hom hoac bang 0.6, (Hair & ctg, 2006) Nhirng thang khdng dat yeu cau se bi loai khdi md hinh He sd tuomg quan bien tdng la he sd tuomg quan ciia mdt bien vdi diem trung binh cua cac bien khac Cling mgt thang sat theo Do dd, he sd cang cao thi sy So lu^ng tuang quan giiia 101 mdt bien quan sat 154 nao dd vdi cac bien 23 quan sat cdn lai 180 ciing thang 48 cang cao Theo 606 AP CHI KHOA HQC & DAO TAO NGAN HAh HUONG TCJl 55 NAM HOC VIEN N G A N H A N G (1961 - 2016) Nunall & Bumstein (1994), Nhu vay, cac tieu chi phan cac bien cd he sd tuang quan tich deu dat dugc yeu cau va bien tdng nhd hon 0,3 dugc ket qua phan tich nhan td cd coi la bien rac va se bi loai nhan td dugc nit trich, khdi md hinh CO nhan td ddc lap va nhan td phy thudc Cu the nhu Nghien ciru tien hanh phan sau: tich dp tin cay ciia thang theo nguyen tac tren, ket qua -^ Nhan td 1: gdm bien cdn lai 38 bien quan sat quan sat GV_01,GV_02, 4.3 Phdn tich nhdn to EFA GV_03,GV_05 Nhan tdi Tir day, tac gia tien hanh dugc dat ten la GVl (y nghia phan tich nhan td vdi 38 bien "Nhdm tieu chuan dau tien ve quan sat Ket qua phan chat lugng giang vien") tich nhan td lan cudi cho chi ^Nhan td 2: gom bien sd KMO la 0,844> 0,5, kidm quan sat GV_04, GV_06, djnh Bariett's la 4.019E3 vdi G V l Nhan td dugc dat miic y nghTa (p_value) sig = ten la GV2 (y nghia "Nhdm 0.000< 0.05, tdng phuong sai tieu chuan thii ve chat lugng h-ich dugc la 60,968> 50% He giang vien") sd factor loading cua cac bien —»^ Nhan td 3: gdm bien deu Idn ban 0,3 va gia tri phan quansatGV_10,GV_15, biet ciia cac bien Idn hom 0,3 GV_16 Nhan td dugc dat (Phy luc 1) ten la GV3 (y nghTa "Nhdm tieu chuin thir ve chat lugng giang vien") ^Nhan td 4: gdm bien quan sat SV_05, SV_06, SV_07 Nhan td dugc dat ten la SV (y nghia "Sy ham hgc cua sinh vien") -^ Nhan td 5: gdm bien quan sat CT_09,CT_10, CT_11 Nhan td dugc dat ten la CT (y nghTa "Chat lugng chuang trinh dao tao") —»Nhan td 6: gdm bien quan sat VC_03, VC_04, VC_05, VC_06 Nhan td dugc dat ten la VC (y nghTa "Chit lugng co sd vat chat") —j^Nhan td 7: gdm bien quan sat HL_05, HL_06, HL_07 Nhan td dugc dat ten la HL(y nghTa "Su hai long cua sinh vien") 4.4 Kiem dinh gid thuyet Bang Bang torn t^l cac hf $6 h^ qui Model Summary^ Cfiange Statistics R Adjusted R Std Error of R Square F Model R Square Square the Estimate Ctiange Change d f l ,644" 415 408 48207 415 58.901 a Predictors' (Constant) VC, SV, GVl CT, GV3, GV2 b Dependent Vanable: HL | Coefficients'' Unstandardized Coefficients B Model (Constant) -.087 Standardized Coefficients 95% Confidence Interval forB Std Error 221 Beta t -395 -834 Sig F DurbinChange Watson 000 1.948 Collinearity Statistics Correlations Lower Upper ZeroTolerSiq Bound Bound order Partial Part ance VIF 693 -.521 347 405 -.122 049 267 - -.029 710 409 331 020 659 -.070 110 015 656 1.524 031 008 168 349 096 074 706 1.416 243 195 000 107 277 152 894 1.118 GVl -.036 044 -.034 GV2 020 046 019 442 GV3 SV 088 041 088 2.164 192 043 161 4.435 CT 478 043 441 11 046 000 393 563 VC 203 037 217 5.444 130 276 000 a Dependent Variable: HL 74 df2 499 AP CHI KHOA HQC & DAO T«0 NGAN HAN 571 443 443 237 378 186 737 1.357 736 1.359 HUONG Tdi 55 N A M HOC VIEN N G A N H A N G (1961 - 2016) Vdi gia thuydt H^: ^'laieihe^ 0, ket qua phan tich hdi qiu cho ta F = 58.901^ vdi p_value = 0.000, dd hoan toan cd the bac bd gia thuyet Hg va ket luan md hinh hdi qui tuyen tinh xay dung dugc la phii hgp vdi tong thd Do ludng da cdng tuySn: He sd phdng dgi phuang sai VIF cua cac bien < 2, Do do, hien tugng da cong tuyen giiia cac bien ddc lap md hinh la nhd, khong cd anh hudng dang ke den ket qua hdi qui Ket qua hdi qui cho thiy cd bien dgc lap cd anh hudmg den Sir hdi long ciia sinh vien (HL) (he sd Sig < 0.05) Dd la cac bien: Chdt luang gidng vien (GV3), Su ham hoc cua sinh vien (SV), Chdt luang Chuang trinh ddo tgo (CT), Chdt luang Ca sa vgt chdt (VC) Rieng nhan td Gidng vien, phan tich nhan td EFA thi nhan to tach nhan td la GK7, GV2, GV3 Tien hanh phan tich hoi qui tuyen tinh thi chi cd nhan td GV3 la cd y nghTa, cdn nhan td cdn lai GVl va GV2 khdng anh hudmg den su hai long cua sinh vien dugc khao sat Tif ket qua phan tich hdi qui, phuang trinh hdi qui chuan hda cd dang nhu sau: Phuang trinh hoi qui: HL = 0,088 * G V + , * S V + 0,441 * C T + 0,217*VC Bon ydu td GV3, SV, CT, VC ddu cd tac ddng ddng bien ddn Su hdi long cua sinh vien Thao iuan ket qua va kiln nghi Bdn yeu td Chdt liromg chirffng trinh dao tao (CT), Chat lu-ffng cff sff vgt chit (VC), Su ham hpc cua sinh vien (SV), Chdt lup^g gidng vien (GV3) cd tac ddng ddng bien den Su hdi long ciia sinh vien theo thu ty giam din Tuy nhien, giai phap ciia dd tai chii yeu tap trung cho van de: Chdt lup^ng chuffng trinh Mo tao, Chdt luffng ca s& vat chat Chat lucmg giang vien, rieng van de ve 5if ham hpc cua sinh vien pham vi nghien cuu khdng tap trung de xuat giai phap vi cdn lien quan den rat nhieu yeu td nhu to chat, tinh each, cac dac trung rieng ciia timg ca nhan sinh vien Day cung la mdt phan ban che ciia nghien cuu Tren co so ket qua nghien cuu, chung tdi dua mdt so khuyen nghi sau: 5.7 Boi v&i chuffng trinh dao tgo Dinh hudng chung cho cac chuang trinh dao tao ciia Khdi kinh te la dam bao tinh thirc tien va hien dgi, the hien qua cdu true chuang trinh, noi dung mon hoc Tren co sd do, mot sd cong viec ma lanh dao cac dan vi dao tao thudc Khdi Kinh te can lam thdi gian tdi la: o Rd sodt tong the todn bo hoc phdn cua timg chuyen ngdnh theo dinh huang nhu sau: - Muc tieu ciia mdi hpc phan la gi; Trang bi kien thiic nen hay ky nang nghd nghiep? Vdi myc tieu se ddng gdp gi cho muc tieu ciia chuyen nganh dao tao? - Npi dung ciia timg hgc phan CO dam bao dat dugc muc tieu ma hgc phSn dd khdng? - Co sy friing lap kien thiic giOa cac hgc phan chuyen nganh hay khdng? o Tien hdnh dieu chinh ve chuang trinh ddo tgo nhu sau: - Hoan thien tim nhin va muc tidu cua chuang trinh dao tao ciia timg chuyen nganh mdt each cu the - Dieu chinh npi dung ciia cac hgc phan: (1) Dieu chinh muc tieu cua cac hgc phan phii hgp vdi muc tieu dao tao cua chuyen nganh (2) Cd dgng cac diem ly thuyet mdt sd hgc phan, tranh viet dan trai - Tang cudng tinh thuc tien cua cac hgc phan thdng qua mdt loat cac boat ddng nhu: Thay ddi phuang phap giang day, thyc hien cac boat ddng ngoai khda cho sinh vien, lya chgn cac mdn cho sinh vien di thyc te tai cac doanh nghiep dau mdi hgc ky, xay dyng Game cho mdt vai mdn hpc phii hgp (nhu Quan tri chien luge, Quan tri van hanh), thay ddi tieu chi danh gia giao trinh ngi bg bang each gia tang ty trgng cho cac ndi dung cd tinh thyc tien, nang cao va kiem soat chat che han niia chat lugng cac de tai nghien cuu khoa hgc, khda luan, dd an mdn hpc 5.2 Doi vdi ddi ngu giang vien cua khoi kinh te o Trdch nhiem ciia lanh dgo cdc dan vi ddo tgo thuoc Khoi AP CHi KHOA HQC & BAO TAO NGAN HAN r&y HUdNC TC3l 55 NAM HOC VIEN NGAN H A N C (1961 - 2016) kinh te - Td chirc cac budi sinh hoat hpc thuat ngogi quy (ngoai cac budi sinh boat hpc thuat theo yeu can ciia truomg nhu: bao cao thong tin khoa hgc, nghiem thu dd tai NCKH, ) tren tinh than chia se tri thirc - Chgn lua mdt vai giang vien thuc sy tieu bieu (cd phuang phap giang day hieu qua) lam hat gidng de hd trg, chia se kinh nghiem cho cac giang vien khac Khoa ciing tien bd - Thanh lap mgt nhdm tu van ve cac van de chien luge, marketing, san xuat, nhan su, tai chinh, cho cac doanh nghiep vira va nhd o Trdch nhiem ciia gidng vien - Mudn day tdt trudc hdt c^n cd ni8m dam me nghe nghiep, dd giang vien se tan tam vdi nghe, vdi trd va cd trach nhiem hom viec truyen dat tri thirc cung nhu cac hoat ddng NCKH - Can phan bd va sir dung quy thdi gian hgp ly - Trau ddi lien tyc kien thuc chuyen mdn - Tien dan den viec sir dung cac phuong phap giang day mdi 5.3 Doi vol ca sa vat ch^t Y kien ciia 506 sinh vien cho biet co sd vat chat ciia cac truang dat miic kha (GTTB = 3.6) Trong do, mdt sd mat dugc danh gia kha cao la: Trang thidt bi, cdng trinh phy, mdi trudng Idp hpc Tuy nhien, de gia tang han nira su hai long ciia ngudi hpc, vd lau 76 dai cac trudng nen danh mdt phan ngan sach cho viec nang cap, xay dung moi vdi myc tieu tao mot he thong ca sa vgt chdt phuc hap, hien dgi nhdm tgo khong thodi mdi cho qud trinh hoc tap cita sinh vien tgi truang Ket luan Nghien cuu co ban da giai quyet dugc cac myc tieu de va hy vgng day se la ngudn tham khao giup lanh dao cac Khoa thupc khdi Kinh te cd nhimg hoat ddng dieu chinh nham nang cao su hai long cua sinh vien dang theo hpc cac chuyen nganh tai khoa Tuy nhien, nghien ciiu van cdn ban che ve mat pham vi nghien ciiu va phuang phap lay mau, thdi gian tdi can cd nghien ciiu mdi nham md rgng pham vi nghien cim va thay ddi phuang phap lay mau nham gia tang hon nira miic giai thich cho van dd nghien ciiu • TAI LIEU THAIVI KHAO www.moet.govvn giao_duc_tuJ (Thong_ke_ 999_den_20H xls) www.dantn.com vn/c25/s25~ (2004) Nhung nguyen ly tiep thj (lap 2) Nxb Thdng Ke Nguyin Dinh Tho & Nguyen Thi Mai Trang (2007), Nghien cim khoa hpc Marketing img dung mo hinh cdu true tuyen tinh SEM, Nxb Dai Hoc Qudc Gia Thdnh Ho Chi Minh Nguyen Dinh Tho & Nguyen Thi Mai Trang (2007), Nghien cim Ihi Inr&ng Nxb Dgi Hoc Quoc Gia Thdnh Ho Chi Minh 10 Serqual hay Servperf— Mot nghien cuu so sanh ngdnh sieu thi bdn le Viet Nam, Nguyen Huy Phong, Phgm Ngpc Thuy, Truang Dgi hpc Bach Khoa Tp HCM, Tgp chi phdt triin KH&CN, Tdp 10, s6 -2007 11 Cronin, J.J., & Taylor S A (1992), Measuring service quality • A reexamination and extension Journal of Marketing, Vol 56 (July): 55-68 12 Hair J Black W., Barbin B., Anderson R and Tatham R., 2006 Multivaiale Data Analysis Prenti- cal-Hall 13 Kotler, P, (fe Keller, K.L (2006), Marketing Management, Pearson Prentice Hall, USA 14 Lassar W.M., Manolis, C & 506136/diem-san-khong-ha-cac-dh- Winsor, R.D (2000) Service quality ngoai-cong-lap-lut-ca-lang perspectives htm htlp://vacat.vn/index php?option^com_conlent&task~vie w&id^239<emid=i02 i dtu.edu vn/About/VN/DefauU spx'^categoiyID^13&lang=VN Hodng Trpng vd Chu Nguyen and satisfaction in pri- vate banking International Journal of Bank Marketing 18/4: 181-199 15 Parasuraman, A Zeithaml, V.A & Berry, L L (1988), SERVQUAL A Multiple Item Scale for Measuring Consumer Percep- Mong Ngpc (2008), Phdn tich dir tions of Service Quality, Journal of lieu da bien- Tap 1, NXB Hong Due Retailing Hodng Trpng va Chu Nguyen 16 Spreng, RA & Mackoy, R.D Mong Ngoc (2008), Phdn tich dir (1996), An empirical examination lieu da biin- Tap 2, NXB Hdng Dire a model of perceived service quality Kotler, P & Armstrong, G AP CHI KHOA HOC & DAO TAG NGAN HA^ and satisfaction Journal of ofRetail- H U O N C T O I 55 NAM 17 Wisniewski M (2001), Using and satisfaction Journal of Retailing Vol 72(2): 201-14 HOC VIEN N C A N H A N G (1961 - 2016) ffl isfaction with public sector services SERVQUAL to assess customer sat- Managing Service Quahty Vol.11 Phu luc K i t qua EFA l^n cuoi KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .844 Bartlett's Test of Sphericity Approx Chi-Square 4.019E3 Df 325 Sig .000 Total Variance Explained Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings %of %of Cumulative Cumulative %of Cumulative Total Total Total Variance Variance Vanance 6.277 24.142 24.142 6.277 24 142 24.142 3.443 13.243 13.243 2.358 9.070 33.211 2.358 070 33.211 2.638 10.147 2.049 7.882 41.093 049 7.882 41.093 2.382 9.162 1.701 6.542 47.635 1.701 6.542 47.635 1.905 7.328 32 553 39 881 1.248 4.799 52.434 1.248 4.799 52.434 1.881 7.236 47.117 1.170 4.502 56.936 1.170 4.502 56.936 1.862 1.048 4.032 60.968 1.048 4.032 60.968 1.740 7.160 6.691 54.277 950 3.654 64.622 863 10 756 3.318 2.907 67 940 70.847 11 689 668 2.648 2.569 73 495 12 13 630 2.422 78.487 14 600 308 80.796 15 593 2.280 83.076 16 521 2.005 85.081 17 512 1.969 87.050 18 484 1.863 19 457 1.758 88.913 90.671 20 453 1.744 92.414 21 389 359 1.495 93.909 1.382 95.292 1.297 96.588 24 337 327 1.258 97.846 25 304 1.169 99.015 Initial Eigenvalues Component 22 23 % % % 23.391 60.968 76 065 256 985 100.000 26 Extraction Metiiod: Pnncipal Component Analysis Rotated Component Matrix^ Component GV - 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