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g.;^^V^-4V' -x^^i^m JUnA 'fe(^>^^ Kinh tg"-Van h o a - G i a o due CAC NHAN TO TAG DONG DEN SlT HAI LONG VA GAN KET CUA SINH VlfeN THONG QUA VIEC DANH GIA CHAT LU'CRVG DICH VV DAO TAG TRlTdNG DAI HOC TRA VINH DETERMINANTS OF STUDENTS' SATISFACTION AND COHESION THROUGH ASSESSING THE QUALITY OF EDUCATION SERVICES IN TRA VINH UNIVERSITY Diep Thanh Tung' Vo Thi Yln Nggc^ Tom tat Abstract Phieang piidp ddnh gid sy fidi long vd su gan The methods to assess satisfaction are kit cdn dime tiip can theo each gian dip bdng approached indirectly by setting up the groups cdch dgt cac nhom cau hoi (hien) phan anh limg of questions (variables) that reflect each factor nhdn to dnh hu&ng den sir hai long Cdc bien ndy affecting the satisfaction These variables are likely CO the CO cdc dac diem tuang ddng cung mgt to have the similar characteristics and complexly nhom vd tdc dong phuc tap den doi tucmg ngiiien impact to the studying subject The Structural cuu Mo hinh cdu true tuyen tinh co nhieu loi the Equation Modeling has many advantages to de kiem dinh suphu hop cua cdc moi quan he ndy verify this relationship and is used to analyse vd duac dp dung nhdm muc lieu phdn lich cdc nhdn the determinants of students' satisfaction for the to dnh huang den su hdi long ciia sinh vien doi v&i quality of education services and their cohesion chdt luang dich vu ddo tgo vd thong gua do, the lo Tra Vinh Universily The study uses a dataset hien sugdn kit v&i Truang Bgi hoc Trd Vinh V&i of 511 observations in 09 faculties to apply die lieu duac thu thgp thong qua 511 quan sdl a 09 the Structural Equation Modeling The results Khoa, ket qud kiem dinh mo hinh cdu true tuyen show that the Structural Equation Modeling tinh cho thdy mo hinh duac lua chgn la phii hgp is an appropriate and meaningful reflection vd phdn dnh co y nghia & mgt so nhdn to quan by a number of important factors affecting the trgng dnh hu&ng din su hdi long cua sinh vien nhu quality of education services such as lecturers, cdc nhdn to ve gidng vien, hogt dgng phong trdo, extracurricular aetivilies, training programs, chuong trinh ddo lao, ea sa vdt chdt gidn tiip, hgc indirect infi-astructure, fees and policies phi vd chinh sdch Su hdi long cua sinh viin cting Furthermore, the results are different among CO tdc dgng mgnh me den sugdn kil cua sinh viin faculties; therefore, they are useful references doi v&i Tru&ng Dgi hgc Trd Vinh luang lai to improve the quality of education services Ngodi ra, ket qud ddnh gid co su khde biet gida Keywords: Structural Equation modeling, eac khoa ddo tgo, vd vi vdy, day la nguon tham khdo hitu ich de thuc ddy cdc biin phdp cdi thien salisfaelion, students, education services chdt lugng dich vu ddo tgo Tic khoa: mo hinh cdu true tuyen linh, hdi long, sinh vien, dieh vu ddo tgo thiet lap tu Trung uong (Ngan hang the gioi, 2015), thach thu'c ion nhat co le van la tii cliat lugng cua Nam 2016, voi viec Viet Nam chi'nli thirc gia lire lugng lao dgng Trong boi eanh do, sir eanh nhap Cpng d6ng Kinh tg ASEAN, nguai lao dong tranh giua cac co so giao due (dai hoc) gin li^n vol Viet Nam se co nhi6u co hgi va tiiach tiiiic klii chdt lugng cua dieh vu dao tao of moi truong la t4t tham gia thi tnrong lao dong chung ciia 10 quoc ygu nh^m cung eSp san pham giao due phia hgp vai gia khu virc Mac dii Viet Nam da rat no lyc yen eau dat eho lire lugng Iao dgng dS mof rong kha nang tiep can giao due den toan Chat lirgng co the duoc danh gia theo hai hinh dan va dam bao chat lugng giao due thong qua cae tieu chuan chat lucmg toi thieu (chinh thuc) dugc thue: (!) dua vao eae tieu ehi kiem dinh (trong nuoc, quoe tS) va (2) danh gia chk lugng dudi goc ' Tiin Sl Khoa Kmh IS - Ludi, Trudng Dai hpc Tra Vinh khaeh hang Khach hang ciia dieh vu dao tao ^ Smh vien, Khaa Ktnh ti - LuQt TruongDaihgc Tra I'inh Gioi thieu So 22, fhdng 7/20J6 M Kinh tg"-Van h d a - G i a o diic bao gom nguoi hgc (sir dung djch vu dao tao) va nha tuyen dung (su dung lao dong tir djch vu dao tao) Dil tiep can theo each nao, chat lugng djch vu dao tao cung thuang dugc the hien bdi cac phan ehinh nhu dgi ngu giang vien, co sd vat chat, chuong trinh dao tao, cua trudng dai hgc Cac phan dugc cSu bdi nhieu yeu to va eotae dgng qua lai den su hai long cua ngudi hgc va chat lugng djch vu dao tao ndi ehung Doi vdi nghien eun nhan qua cd nhieu phan chi'nh (nhdm nhan td) bao gdm cac phSn nhd han (bien) va cd mdi fien he nhan qua phue tap, mo hinh cau true tuyen tinh co nhieu lgi thi d8 gom nhom, lugng hda, kilm djnh mo hinh va danh gia tac ddng cua cac phan den doi tugng nghien cihi Nghien curu nhiim ung dung md hinh ckn tnic tuySn tinh dl ludng sir hai Idng va gin kit cua sinh vien thdng qua viec danh gia chit lugng dieh vu dao tao d Trudng Dai hgc Tra Vinh nhSm kilm djnh tac dgng cua cac nhan to din sir hai long va gin kit cua ngudi hgc, gdp phan cung cip cac luan cu khoa hgc nhim cai thien chat lugng djch vu dao tao Co' sd ly thuyet va md hinh nghien ciru Dich vu la mgt dang san phim dat biet doi hdi sir gin kit gifta cung cap va tieu diing dich vu Dudi goc dich vu, ehat lugng cd thi dugc dinh nghia la sir dap ung eac phat bieu va nhu eau ciia khach hang (Green, 1994) Tuy nhien, dinh nghTa chit lugng Iuon la mdt van de khd khan vi?c lam thi nao de chuyin doi cac nhu cau eua khach hang nhung tieu chi cd the ludng duge (Deming, 1982) Chinh vi vay, viec dinh nghTa chit lugng djch vu dao tao c6 thi dugc hilu theo nhilu each tiep can khae va dudi cac quan diem khac ciia sinh vien nhu khaeh hang true tilp su dung dich vu dao tao hay ngudi sir dung lao dgng nhu khaeh hang cudi cimg sir dung san pham tir dich vu dao tao gia miic hai Idng eua sinh vien Khoa Kinh te, Luat & Ngoai ng& doi vdi cdng tac dao tao tai Khoa Nghien cii'u la mdt bd sung doi vdi eac nghidn ciru da cd va dugc ky vgng ddng gdp ve mat phuong phap va y nghTa thuc tiin d mdt s6 khia canh sau: (1) Ap dung mo hinh ciu triic tuyin tinh nhir mdt each tilp can mdi de kiem dirih su phii hgp cua md hinh nhim danh gid cac yeu td anh hudng din sy hai ldng cua sinh vien ddi vdi chit lugng djch vu dao t^o (2) Tren co sd kl thira cac bien da dugc khing dinh d cac nghien curu trudc, nghien cuu de xuit bd sung cae bien mdi va cac nhan tl radi nhim tang kha nang giai thich doi vai dli tugng nghien curu (Chi liet cdc bien vd nhdn td m&i du^c di xudt the hiin qua Bdng I) (3) Nghien cuu dugc md rdng din pham vi Trudng Dai hgc Tra Vinh nham ggi y cac kit quahiiu ich thuc tien quan ly d cac khoa thugc Trudng Dira tren cac dac diem nay, mo hinh nghien CIIU CO the duoc trinh bay nhu Hinh Theo do, mirc hai long ciia sinh vien dugc du kien anh huong bdi bay nhan td, bao gdm Chuang trinh dao-tao, Tai lieu hoc tap, Qt\ ngu giang vien, Co so vat chat, Cong tac quan l;y va nhan vien van phong, Hoat dgng phong trao, Hoc phi va chinh sach v l hpc bdng, vay von Ngoai ra, muc dp hai long dupc dir kien la nhan to true tiSp anh hudng din sir gan ket Clia sinh vien vdi Truang cac boat dpng tuong lai Mdt so nghien ciiu cd lien quan cd gang lugng hoa chat lugng dich vu dao tao thdng qua cac tieu chi phan anh sir hai ldng cua ngudi hgc va da dat dugc mdt sd ket qu4 nhat dinh Cac nghien cuu cu the viec ludng su hai Idng ciia sinh vien pham vi Trudng Dai hoc Tra Vinh bao gom W"A A ^ ^ '""'' "^Z^" ^.'^" nghien cim eiia Nguyin Thanh Thoai (2015) ^S"^"' '^^'^ ^"^ ^^ """"^^ viec xac dinh cac nhan td anh hudng din s\r hai j^.^^ ^o sd kl thiJ:a cac nghien cuu dS cd va de long cua sinh vien doi vdi chat lugng dich vy dao ^^^^^ ^.(jn nhdm nghien ctm Bang mdi chi fc tiet tao ciia khdi nganh Kinh te, nghien curu cua Biii ^^^ ^iln tii'ng nhan to Hoang Nam va Le Quang Trung (2013) nhim danh So 22, thdng 7/2016 Kinh te - Van hoa - Giao due Bang Cdc tiiu chi ddnh gid chSt lirong dich vu ddo tao Ten nhdm Ma hoa Nguon Giai thich CTDTl Phu hop vdi nhu cdu thuc tS cua doanh nshiep va xa hot rn Chuang CTDT2 Duoc cap nhat thudns xuven ni trinh CTDT3 Kg hoach siana dav duoc thong tin tot cho sinh vien m dao tao CTDT4 Ndi dune the hien su can doi "iUa kv nans va ki^n thu'c De xuat (CTDT) CTDT5 Cd chuan dau ro rang ni CTDT6 Co cic mon chuygn nganh dam bao dap line t6t nhu cau ciia sinh vien [11 Tai lieu TLHTl Tai lieu hoc phdn dugc bien soan dSy dii, rorangva phii hop vdi d^ cirono rn ni hoc tap TLHT2 Tai lieu chat luona luon cap nhat vdi ki^n thuc mdi TLHT3 Tai lieu duoc thons tin va cuns cap dav dii cho sinh vien ni (TLHT) TLHT4 Tai lieu tham khao duac cuna cap dav du tai thu vien trudna ni GVI Cd trinh do, kien thuc va kinh nehiem thuc te 131 GV2 Phuona phap aiana day de hieu, de tiep thu De xuat GV3 Thudna xuyen ima duna cong nghe thona tin n-ona qua n-inh aiana day 131 Doi ngu GV4 Dam bao aid aiac len ldp va ke hoach aiana day dung qui dinh 131 giang GV5 Luon CO thai vui ve, nhiet tinh, aiai dap moi thdc mdc cho sinh vien 131 vien GV6 Cach danh aia va cho diem cona bang, hop ly 131 (GV) GV7 Nhanh chong qua trinh cong bo diem cho sinh vien De xuat GV8 Lien he noi dung bai hoc vdi thuc nen ddi sona, nahe nahiep trona tuona lai De xuat GV9 Kat qua hoc tap cua sinh vien duoc danh gia bana nhieu hinh thirc da dang De xuat GVIO Tao nhieu co hoi cho sinh vien tham aia thao luan, dona aop y ki6n bai hoc De xuat CSVCl Luon doi mdi, nang cap nhihig trana thiet bi, co sd vat chat phuc vu aiana day De xuat CSVC2 Phona hoc dap ung duac nhu cau hoc tap tren Icrp (ban ghe, i3en, quat ) in CSVC3 Thiet bj giang day va hoc tap duac trana bi day du (may chieu may tinh ) in Cosd CSVC4 Cac una duna tien ich true tuyen hihi ich (dana kV' mon hoc thdi khoa bieu ) in vat chat CSVC5 Tai lieu thu vien phong phu, da dang in (CSVC) CSVC6 Thu vien dam bao khong gian, cho naoi dap ung nhu cau hoc tap nghien ciiu 111 CSVC7 San bai, duna cu the due the thao, van nahe dap img nhu cau vui chai giai tri 111 CSVC8 Ky nic xa rong rai, thoang mat dap lina nhu cau De xuat CSVC9 Bai dau xe dap iing nhu cau ciia sinh vien rn OLl Lanh dao nha trudne phong, khoa thirdng xuyen gap go, tiep xiic vdi sinh vien De xuat 0L2 Co van hoc tap, nhan vien phong ban h6 tra, giup da nhiet tinh cho sinh vien De xuat Quanly 0L3 Hoat dong tu van hoc tap, nahe nahiep dap img tot nhu cau ciia sinh vien 131 (QL) 0L4 Thac m3c cua sinh vien co the trao doi vdi phong ban thong qua nhieu hinh thitc ni 0L5 Can bo van phdng luon lam viec diing gid ho tra kip thdi cho sinh vien [51 Hoitt PTl Thudng xuyen to chiic cac hoat dong the thao, van nghe, hoi trai cho sinh vien [21 PT2 Thudna xuyen to chiic cac hoat dona hudna den cong dona cho sinh vien dpng [21 PT3 Thudng xuyen to chtie cac cuoc thi chuyen nganh cho sinh vien [21 phong PT4 Thudna xuyen to chuc cac khoa ky nana mem cho sinh vien [21 tr^o PT5 Thudna xuyen to chiic hoi viec lam cho sinh vien De xuat (PTi HP! Mirc hoc phi tai trudng phii hop vdi timg nganh hoc De xual Thudng xuyen co cac suat hoc bong ho trg sinh vien HP2 De xuat chinh sach (HP) HP3 Thu tuc ho trg sinh vien vay von de dang, nhanh chong De xuat HLl Ban hai long vdi chuang trinh dao tao tai trudna De xudt HL2 Ban hai long vdi tai lieu hoc tap tai trudng De xuat HL3 Ban hai long vdi doi ngii giang vien cua tnrdng De xudt Hai HL4 Ban hai long vdi co sd vat chat ciia trudna Dexudt long HL5 Ban hai long vdi cona tac quan ly va nhan vien van phdng cua trudna De xuat (HL) HL6 Ban hai long vdi cac hoat dong phong tr^o tai trudng De xudt HL7 Ban hai lone vdi miic hoc phi chinh sach ve hoc bong va vay von ciia sinh vien De xudt HL8 Ban hai long vdi chat luong dich vu dao tao tai trudng De xuat Gan ket GKl Ban muon gidi thieu ban be, ngudi than de theo hoc tai Trudng Dai hoc Tra Vinh DS xuSt GK2 Ban mu6n tiep tuc hoc d bac cao hon tai Tnrdng Dai hoc Tra Vinh De xuit (GK) Ghi chti: [1] Nguyen Thanh Thoji (2015); [2] Biii Hoang Nam va Le Quang Trung (2013); [3] Nguyin Thanh Long (2006) Nguoti: Tdc gid de xudi vd long hap tic nhieu ngudn ' So22 thdm 7/2nifi ^ ^ rfHJr ' Kinh t ^ - Van hda - Giao due Vdi md hinh nghien cii'u gdm bay nhSn to phan anh chat lugng dich vy dao tao, cac bien quan sat cua tii'ng nhan td lan lugt dugc danh gia thong qua Nghien cii'u tiln hanh thu thap du' lieu so cap he s6 Cronbach's Alpha va deu dat he sd tin cay theo phuong thuc chgn mau thuan tien dira tren cao vdi he sd Cronbach's Alpha tdng xap xi bing bang cau hoi khao sat ddi vdi sinh vien d cac khoa hoae tren 0.8 (Nunnally, 1987) Ngoai trir tnrdng khae Moi cau hdi phan anh chat lugng dich hgp cua biln TLHT4, nlu bi loai se lam he sd vu dao tao dugc ludng bang 'thang Likert Cronbach's Alpha tong tang len Bien sau dd cap bae tii (Hoan toan khdng ddng y) din dugc loai va tien hanh danh gia Iai Ket qua cudi cung, he so Cronbach's Alpha tdng ciia tirng nhan (Hoan toan dong y) td lin lugt la: Chuang trinh dao tao (0.815), Tai Kit qua xur Iy dii lieu cd 511 bang hdi dat tieu lieu hgc tap (0.817), Ddi ngu giang vien (0.931), ehuan dugc phan bd d khoa vdi sd mau cu the d Co sd vat chdt (0.878), Quan Iy (0,892), Ho?t dgng cac khoa gdm: Hda hgc Ung dung (26 mau), Kinh phong trao (0.869), Hgc phi, chinh saeh (0.798) tl, Lu|t (162), Ky thuat va Cdng nghe (75), Ngoai Thyc hien tuong ty ddi vdi cac nhan td Hai nga (16), Ngon ngir - Van hda - Nghe thuat Khmer Nam Bg (40), Ndng nghiep - Thuy san (43), Quan long va Gan ket, cac bien ngi tai cua timg nhdm cung the hien su nhat quan cao vdi he sd tri Van phdng - Viet Nam hgc - Thu vien (53), Su Cronbach's Alpha tdng lin lugt la 0.899 va 0.812 phgm (57) va Y - Dugc (39) Phirong phap nghien cii'u 3.1 Phirong phap thu thap dQ' iieu 3.2 Phirong phap phan tich du lieu 4.2 Ket qua phan tich nhan to kham pha EFA D I ihig dung md hinh cdu true tuyin tinh ludng su hai long cua sinh vien ddi vdi chat lugng dich vu dao tao, eae bude tien hanh phan tieh bao gdm: Sau tien hanh danh gia tin cay cua thang bang he sd Cronbach's Alpha, tat ca cac bien ciia nhdm nhan td phan anh ehat lugng dich vu dao tao (trir bien TLHT4 da bj Ioai) dugc dua vao phan tieh nhan td kham pha (EFA) nham danh gia gia tri hdi tu va gia tri phan biet cua timg biln va hinh nen eac nhan td Phucrng phap trich he so sir dung phan tich la Principal Axis Factoring vdi phep xoay Promax Tieu chuan chap nhan va biln chi cd y nghTa thyc tien (1) he td tai nhan td (factor loading) bing hoac ldn hon 0.5, (2) He sd KMO (Kaiser-Meyer-OIkin) bing hoac Idn han 0.5, tdi da bang va (3) Kilm dinh Bartlett cd y nghia thdng ke (Sig < 0.05) (Hair va eongsu, 1998), - Budc 1: Danh gia tin cay ciia thang bang he sd Cronbach's Alpha He sd Alpha duge phat trien bdi Cronbach (1951) nham ludng tinh nhat quan ndi tai (intemal consistency) ciia eac bien cimg mgt nhom Theo do, he sd Cronbach's Alpha ed the dugc dung de danh gia tin cay cua thang va loai cac bien khdng phii hgp khdi md hinh Budc 2: Phan tich nhan to kham pha (exploratory factor analysis - EFA) nham danh gia gia tn hgi tu va gia tn phan biet eua tiing bien eac nhdm nhan to; Ket qua phan tich EFA lan cho thdy biln CSVC9 cd he sd tai nhan to (factor loading) dat - Bude 3: Phan tich nhan td khang dinh 0.317 (