Tap chi Khoa hoc Cong nghe Thuy sdn So 3/2014 KET QUA NGHIEN CL/U DAO TAO SAU DAI HOC CAI THIEN CHAT LtTOOVG DICH VU KHU N O I TRU TAI TRU''''OfNG DAI HOC NHA TRANG IMPROVE QUALITY SERVICE DORMITORY AT N[.]
Tap chi Khoa hoc - Cong nghe Thuy sdn So 3/2014 KET QUA NGHIEN CL/U DAO TAO SAU DAI HOC CAI THIEN CHAT LtTOOVG DICH VU KHU N O I TRU TAI TRU'OfNG DAI HOC NHA TRANG IMPROVE QUALITY SERVICE DORMITORY AT NHA TRANG UNIVERSITY Tdng Van Todn, Nguyen Thf Hien Ngay nhiin bai: 10/3/2014,Ngayphto bifn thSng qua 14/3/2014;Ngay duyft dang: 13/8/2014 T O M TAT Nghien cuu ndy nham phan lich cdc yeu to dnh hu&ng t&i su hdi long cua sinh vien ngi trU tai Trudng Dgi hoc Nha Trang bang viic su dung ly thuyet vi dfch vu vd chdt lucmg dfch vu dupc vdn dung vdo chat luong dich vu & noi tru dia Nhd tru&ng thong qua dieu tra 600 stnh viin tgi cdc khu virc Ki tuc xd khac th&i gian tir thang 3/2012 - 7/2012 Kit qud nghiin cuu cho thay, sdu yiu to nghiin ciru thi cd sdu yeu to ndy diu dnh hu&ng co y thong ki den stf hai long cua sinh vien ngi tru ciia Nhd Tru&ng, bao gom Su tin cgy: Ddm bdo, dap ung; Thdi dg nhiit tinh, cdm thong; Ndng luc phuc vu; Chi phi cdm nhgn vd Phuong lien hihthinh Miic gidi thich cua cdc yiu to den su hdi cda sinh & noi tru tgi Tru&ng Dgi hgc Nha Trang la 85,6% Trencas&do nghien dru cOng dexuat mgt so gidi phap eg the de nang cao chat lugng & ngi tru cho nhung doi lugng sinh viin ndy Tic khoa chdt lugng dich vu noi tru, sinh viin, Dgt hgc Nha Trang ABSTRACT This study aims to analyze the factors affecting satisfaction boarding - student at Nha Trang University by using the theory of services and service quality are applied in service quality boarding through surveys of 600 students in the dorm areas varyfi-om3/2012 to 7/2012 The study results showed that six factors in the study are all six factors influence the sinificant statistic on satisfaction boarding - student, including Reliability, Responsiveness, Altitude enthusiasm, empathy: Assurance, Perceived cost and Tangibles Levels of factors explain this to the satisfaction of boarding - student in Nha Trang University is 85.6% On this basis, the study proposes some specific measures to improve the quality boarding for those students Keywords: quality of service, boarding, student, Nha Trang University I DAT V A N D i Chat lugng djch vu va su thoa man cua khach hang lfi y i u to r i t quan trpng quan ly Dgi da so eac nha cung cap djch vu si> dung phuang phap luo'ng sy thfia man cua khach hang lam tien d i de danh gia hoat dpng cCia ho Do vfiy vific nang cao chat lygng djch vu va su' thoa man cua khach hang Iufln nim nhyng dong lyc bat buflc cac nha cung cap phai xem xet lai san phim djch vy cCia minh \\r goc dp cua ngyfl'i tifiu diing Doi vfi'i cac tryfi'ng dai hgc hoat dflng phuc vu, ho trg sinh vien tai Vifit Nam nfli chung va Tru'fl'ng Dai hgc Nha Trang nfli neng, vific dieu tra - khao sat - dfinh gia va lyfi'ng mu-c dfi thfla man cua sinh vifin doi vfll cac san pham djch vu, phgc vy khu nfii tru da vfi dang SLP dung la rit quan trpng Dfi lfi nhtrng can cis het sCrc thuyit phyc d i cac tru'fi'ng 196 • TRUONG OAI HOC NHA TRANG tham khao, tiJ' dfl bo sung, xay dyng ehien lygc, chinh sach h6 trg hep ly nham mang Igi sy hai long eho sinh vien gflp phan mang lai hieu qua hoat dpng dfio tgo cOa Nhfi tru'fl'ng Tuy nhifin, tip tnjfi'c d i n cflng vific van chu'a difoe thu'c hien dCing cfich tgi Nha Trang, cy t h i : vific danh gia su thfla man cua sinh vien doi vfli cac ho^t dflng djch vy, phyc vu khu nfli tni tai Nha Trang chi dCrng iai fl mu'c khao sfit, lay y kiin hoac viec SLP dung "cdc thfing thu' gfip y", "so tay gflp ;^" cua cac don vj de ghi nhfin cac •^ kien phan anh tCr phia sinh vifin nfii tru Do dfi, cflng tac kiim tra, danh gia nfiy chua mang tinh hfi thong, tofin dien vfi khfich quan Tir nhiiu nam qua, viec nghien CIFU d l danh gifi ve chat lygng phyc vy dao t^o tai Tru'fl'ng Bgi hpc Nha Trang da dygc mot so tac gia quan tfim nghifin CLPU, nhy: Nguyen Thj Hiin (2009) v i Tgp chi Khoa hgc - Cong nghe Thuy sdn giii phap nfing cao chat lu'gng hogt dfing phyc vy dgy hpc cCia Tryflrng Dgi hpe Nha Trang Nghifin CU'U n^y da khfii quat tofin bfi qufi trinh cung c i p djch vy dfio tgo tgi Nha Tnj'fl'ng Tuy nhifin, dfii vfi'i khi'a cgnh chuyen sfiu ve djch vy nfli tni v l n chya dirge quan tfim dung miJc bii cfinh lanh dgo Nhfi Tryfi'ng dang co gang tim nhi>ng gifii phfip nham cfii thifin chit lu'gng fl npi trO cho nhOng sinh vifin hpc tfip tgi Nha Tru-flng Bfii viit dya trfin nhOng ly thuyit lyfi'ng chat lygng djch vy vfi sy thoa man cua khfich hfing d i xem xet, tim hiiu y kiin danh gifi cCia sinh vifin d i i vfi'i cac hogt dpng djch vy, phyc vu khu nfii trii Tnffl'ng Dgi hpc Nha Trang Tim hieu mii lifin he giija cac yeu to tac dpng vfio sy thfla man cilia sinh vien ciing vfi'i nhOng gfip •y ciia sinh vifin suot qufi trinh diiu tra nghifin eiru thyc t i , tCr dfl de xuat nhOng gifii phfip vfi kiin nghi de gfip phin nfing cao cai thifin chit lygng dich vy, phyc vy khu npi tnJ Tryfi'ng Dgi hgc Nha Trang, thfla man tot nhit nhu ciu sinh vifin nfii tru, nham gfip phin nfing cao chat lugng dfio tgo eiJa Trufl'ng Dgi hpe Nha Trang, tao vj t h i cgnh tranh ve d i i t lu'gng so vfli cac tnrong dgi hpc khfie Xuit phfit tif nhu-ng van d i thLPc t i tren, bai viet nham l^m ro nhi>ng yeu t6 anh hufl'ng d i n sy hai long cua sinh vien Tnj'fl'ng Dai hgc Nha Trang ve chat lygng fl ngi tnj Kit qua nghifin CLPU giup cho lanh dgo Nhfi tryfi'ng cung nhu cac bp ph§n phyc vu lien quan biit dygc dfiu lfi nhung v i n d i c i n quan tam, tfic dfing vfio y i u td nfio de cai thifin ehit lugng fl nfii trCi cho sinh vifin Nha truing, gflp phin chung vao vific nfing cao chit lugng dao tao hifin II c a S d L V THUYiT VA PHU'CTNG P H A P NGHIEN CCrU I.Ca sfi-ly thuyet Chit lygng djch vy nfli chung vfi chit lygng dfio tgo nfli rifing da thu hut dygc sy quan tfim cua cfic nha nghifin cyu Dgc bifit la Parasuraman (1988) da cfi nhi>ng bing chirng thyc nghifim v i chit lygng djch vy Nguyin Thj Hiin (2009) da vfin dyng ly thuyit v i chit lygng djch vy cfla Parasuraman vfi dong nghifip {1985, 1988) de xfiy dyng mfl hinh nghifin CLFU nhim tim "Giai phfip nfing cao chit lygng hogt dflng phyc vy dgy hpc cua Truflng Dgi hpc Nha Trang' Trong dfl, Nguyin Thj Thim (2010) cung da sir dyng ly thuyit nfiy d i phfin tich dfinh gia khfio sfit sy hfii Iflng ciia sinh vifin vfi'i hogt dpng dfio tgo tgi tryfi'ng Dgi hpe Khoa hgc Ty nhifin, Dgi hgc Quic gia thfinh H i Chi Minh Ngofii So 3/2014 Nguyin Quic Nghi vfi cs (2012) da nghifin cuu cfie nhfin t i finh hyflng d i n mi>c dfl hfii lflng cOa sinh vifin d i i vfi'i chit lugng dao tgo ngfinh du Ijch cua cfie tnfflng dgi hpc 6' khu vyc ding bing Sflng Ciru Long Dya trfin cfic n i n tang \^ thuyit v i dich vy vfi chit lygng d|ch vy cua Parasuraman vfi cs (1985, 1988) vfi cfic nghifin cuu thyc nghifim trfin, nghifin ci>u nfiy SLF dyng cfic ly thuyit vfi mfi hinh nghien cuu trfin d i dfinh gifi sy hfii Iflng cua sinh vifin fi' nfii tru tgi Tryfi'ng dgi hpc Nha Trang Trong dfl' Sy tin cfiy (Reliability): t h i hifin qua sy tin luo'ng ciia smh vien doi vfi'i nha truflng vfi can bp phyc vy tryfi'ng; Dfip irng (Sesponsiveness): t h i hifin qua sy mong muon vfi san sfing ciJa can bfi cflng nhfin vien phyc vy truang cung cip dfip ung kip thfli cho sinh vien; Nfing lyc phyc vu (Assurance): the hi$n qua trinh dp chuyfin mfin, nghiep vy vfi cung cfich phuc vy chuyfin nghifip eua can bfl cfing nhfin vifin phyc vy truflng doi vfli sinh vifin; Thfii dp nhifit tinh, cam thong (Empathy): Uie hifin sy quan tfim, cham soc, chia sfi den tCrng ca nhfin smh vifin; Phuang tifin hCru hinh (Tangibility): t h i hifin qua muc dfi dfip i>ng v i ca sd vgt ehit phyc vy cho hoc tfip vfi fin fi' sinh hoat cua sinh vifin; Chi phi hpc tgp va sinh hogt cda sinh vifin (perceived price): Gia phii hgp vfli chit lugng djch vy sinh vifin cfim nh|n; Gifio dye cfl cac tinh chat, dgc diim cOa nganh djch vy, dfl mfi hinh thoa man khfich hfing ciia Parasuraman thoa man vfli nghien CLFU nfiy Mo hinh nghien cyu de xuat duge b'inh bfiy nhu sa Cfic gifi thuyit dygc d i nghj d i kilm djnh trcing nghien euu nfiy nhu sau: Gifi thuyet H I : The hi$n qua sy tin tuong cua sinh vifin d i i vfi'i Nhfi tryfi'ng, cfin bfi phyc vy Tryfi'ng; sinh vifin danh gia "Dfi tin cgy" cfing cao thi se Ifim gia tfing mi>c dp thfia man ciia hg Gifi thuyit H2: Sinh vien danh gifi "Sy dfip ung" cang eao thl sfi Ifim tang mirc dfi thfia man cOa hp Gifi thuyit H3: Sinh vien dfinh gia "Nang lue phye vy" cfing cao thi sfi Ifim tfing miPC dfi thoa man cOa hg, Gifi thuyit H4: Sinh vifin dfinh gifi "Thfii dfi nhifit tinh" cfing cao thi se lam tang miJc dfi thfla man cua hp Gifi thuyit H5: Sinh vifin dfinh gifi "Phuang tifin huu hinh" cfing eao thi se Ifim tang muc dfl thfla man ciia hg, Gifi thuyit H6: Sinh vien dfinh gifi "Chi phi cfim nhfin" cfing cao thl sfi Ifim gifim muc dfl thfla man cOa hg TRUdNG DAI HOC NHATRANG • 197 Tap chi Khoa hgc - Cong nghe Thuy sdn So 3/2014 Md hinh nghien CLFU vk c i c g i i thuyit Hinh Mo Nguon, lac gia Phirvng p h i p nghien ciru Phyang phap nghifin ciru gom hai bufl'c: nghien cuu sa bfl v i nghien cuu chinh thuc Nghifin CCPU sa bg dCing ky nang thao lugn nhflm de hifiu chlnh mfl hinh v i thiet k i bing cau hfli Nghien CLFU chinh thuc diing bang cau hfli dflng da dypc hifiu chinh qufi trinh nghifin ciru sa bfi d i thu thfip v i phin tich so lifiu nham kiem ^nh mfl hinh va cic gia thuyet Toan bfl dO lifiu nghifin CLPU sfi dirge sy h i trg cila phin SPSS, 3.1 Thang De lyfi'ng cac khii nifim nghien cuu, t i c gia sir dyng thang Likert mirc dfl vfli: - hofin tofin khflng dong y cho den - hofin toan dong y cho 37 biin quan s i l {H1) Sy tin cay dugc lyfi'ng bing bien quan sat, bao gim: Nhfi tnjfi'ng luon thuc hien diing cam kit vfi'i smh vien; Nhi truflng sfi giai quyet mflt each nhanh chflng vfi thoa ding nhu cau cua sinh vifin; Nhi trufl'ng thyc hien nhirng hogt dflng can thiit de phyc vy tot cho sinh vien luu trCi tgi K)f tiic x i (KTX); KTX Nha truflng la nai luu tni tin cgy, cfl uy tfn va an toan; Vific giii quyet cac yfiu c i u cho sinh vifin KTX la chat che va ehinh x i c va thfing tin ve cho a, tien phfing, tien (Sen nufl'c, cae khoan dich vy cCia sinh vien dygc cfing bo dung hgn (H2) Sy dap trng dugc luang bing bien quan sit: Nhi trufl'ng Iufln san Ifing giai quyit cfic phat smh, yfiu c i u ciia smh vien a KTX, Nhan vien bao v$ phyc vy nhanh chflng, kjp thai cfing t i c an ninh ky tuc xa; cic yfiu c i u smh hogt cua sinh vifin KTX lufin dugc nha tnj'fl'ng quan tam vfi phoi hgp giai quyit; nhin vien quan ly Iufln 198 • TRUONG OAI HQC NHA TRANG san sing thflng b i o v i cgp nh^t thflng tin v i tinh hinh an fl, sinh hogt KTX cho sinh vifin v i Ban Lanh dgo Nhi trufl'ng ehi dgo k|p thfi'i, sin Iflng giai quyit c i c yfiu ciu phit sinh cua sinh vifin (H3) Nang luc phyc vy dugc lyfi'ng bing biin quan sit: Cfic yfiu c i u cua sinh vifin dugc Nhi tryfi'ng giii quyit mfit cich thda ding, thiu tinh dgt ly; Kha nang h6 trg giii quyit cua Nhi truflng vfli cie yeu ciu phit sinh cua sinh vifin KTX; Nang lyc phyc vy v i d i p iFng cua Nhi truflng diy dij doi vfli cic nhu c i u sinh hogt, rfin luyfin v i hpc tgp cua sinh vien fl KTX; nhin vien quin ly KTX cfl thai dp vui vfi Ifim vific, giao tiip vfli sinh vien v i cfl nang lyc XLP ly cic tinh huong phit smh mfit each chuyfin nghifip, cich Ifim vific tich cyc vfi chii dfing (H4) Thii dp nhi^t tinh dugc luflng vfli biin quan sit: Cfi nhCrng chinh sich dflng vifin v i quan tam cua lanh dgo Nhi Tru-flng d i i vfli sinh vifin fl KTX, Diiu kifin i n fl', vfi sinh vfi djch bfinh cua sinh vifin fl KTX; Sy quan t i m eua Trung tam Phgc vu truflng hpc d i i vfi'i sinh vifin fl KTX; nhin vien quan 1^ KTX lufin cfi nhO'ng Ifli khuyen v i dfing vifin doi vfli sinh vien v i lufin ling nghe, chia sfi vfi tim hiiu nguyfin vpng, t i m tu cua sinh vien fl' KTX {H5) Phuong tifin huu hinh dygc lyflng vfi'i biin quan sit, bao g i m ' KTX khang trang, tifin nghi va sgch dpp; Dfic diim cua khu vui choi, giai tri vfi t h i thao, n h i i n sinh vifin cung nhu chit lygng bija an, eic v i n de v i difin, nyflc dygc cung cap cho sinh vien; Trang thiit b) cua phfing fl vfi s6 lygng sinh vifin c i c phflng eua KTX (H6) Chi phf cim nhfin dugc lyflng bing biin quan sit, bao gim: Chi phi i n u6ng lgi Tap chi Khoa hoc - Cong nghe Thuy sdn So 3/2014 Nha an sinh vien; Myc g i i dien i\\i6c, internet hifin tgi KTX; chit lugng djch vy tgi KTX so v*i chi phi sinh vifin da bfl ra; chi phi sinh hogt, hpe t i p tgi KTX hifin so vfli chit lygng djch vy eung cip v i vific san Ifing chi t r i mirc phi cao han d i di/gc phyc vy tot han lien quan vific an fl v i sinh hogt tgi KTX Sy thfla man cua sinh vien nfli tru dygc lu'fi'ng bing bien quan s i t bao gom: Sy hii Iflng vfli phong each v i thai dfi phyc vy cua can bfi Nha truflng d i i vfli hogt dflng khu npi tru; Sy hfii Ifing vfli thu tuc vfi cich thirc to chirc phuc vy eiJa Tnjng t i m Phuc vy Tnjang hgc v i quan ty KTX; Sy hai Ifing vfli trang thiit bj, ca sfl v#t chat phyc vy sinh hogt c^o sinh vifin KTX; Sy hii Iflng vfi'i mi>c chi tieu cho vific sinh hogt, an a tgi KTX vfi sy hai Iflng chung vfi'i chit lirgng djch vy tgi KTX cua Nha tryang 3.2 M I U nghiSn cihi Theo Gerbing & Anderson (1988) va Bentler & Chou (1987), so iLFgng miu loi thieu cho mflt tham so ufl'c lipgng lfi miu Trong nghifin cuu cfi 37 bien lucmg va vi vgy s6 mau can il nhit lfi 185 mau De nang cao dp tin cay eua kel qua nghifin ciru, t i c g i i da thu thfip 600 miu va sir dyng phuang phip iiy miu thuin tifin Cic miu quan s i l dugc dieu tra Iryc tiip bing cich phong v i n sinh vien dang if khu nra tru lgi Tn/ong Oai hgc Nha Trang Di K^T QUA N G H I E N CLTU VA T H A O L U A N K h i i q u i t v i m i u nghien cim Miu nghifin ciju djnh lygng chfnh ihiFC diFgc tien hinh khio s i t sinh vifin dang lyu tni tgi KTX Tnjflng Dgi hpc Nha Trang Mau dugc Ihu thfip theo phuang phip liy miu thuan tifin kit hgp vfli phin ting theo h>ng khu KTX, kfch thufl'c miu n = 600 Sau thu v i , miu dygc Ifim sgch v i ma hfla thu dugc 570 miu hgp lfi Trong 570 m i u hgp lfi, kit q u i ve d i i tygng sinh vifin khio sfit fl bang cho thay, d i i tygng dygc khfio s i t chu y i u la smh vifin nCF chiim 65,8% vfi sinh vifin nam lfi 34,2% Doi tugng sinh vifin cfl tham gia bao hiim (57.7%) chiim ly le thip han khflng tham gia bao hiem (42.3%) mic dti vific tham gia bao hiim doi vfli hpc sinh, sinh vien l i bit bupc d i i vfi'i sinh vien theo hpc tgi Tryfi'ng Diiu niy eung ggi y cho Nhi tn/ang c i n cfl nhijng hogt dflng nham tuyfin truyin v i trien khai trifit d i vific tham gia bio hiem d i n vai smh vien dk khong ngimg tgo van hfla biet cam thfing, chia sfi cho sinh vifin v i sinh vifin yen tam qufi trinh hgc tap v i ren luyfin tgi Nhi tmimg Bang Thong tin m i u llhao sitt sinh vien n$i tni Gioi tinii va tinh tr^ng tiiam gia bao liiem Gldi tfnh M3u T6ng S6luqmg T»l«% S6 linTng Tyr$% Ttiam gia bao hi4m SA lifing Tj»« Nam 195 34,2 1.350 35.2 Tham gia 241 Nii 375 65,8 2482 42,3 57,7 100 Khong tham gia Tong 329 570 64.8 100 Tong 3.832 570 100 Ciii tieu va Itiioa iipc DlW^i tri^u 164 28.8 Kh6a54 139 Tyie% 24.4 TiF -1.4 tneu dong 166 29.1 143 25.1 TCf 1.5 d^n 1.9 tri^u d6ng 121 21.2 Kh6a 53 i 0.5) d i m b i o mirc;? nghTa phin tfch nhfin t i , c i c hfi s6 t i i nhfin t i bang d i u lan han 0.5 dat yeu c l u v i dfi hpi ty phan lich nhin to Hfi s i KMO = 0.877; mu-c y nghTa Sig = 0.000 cho thay phan lich nhan t i l i thieh hgp v i gia thuyit v i ma trin luang quan t i n g t h i lfi ma trin dong n h i l bj bac bfl, tu-c la cac bien cfl luang quan vfli v i thfla man diiu kifin phan tfch nhin l i Ket qua phan lich hoi qui va kiem ^ n h gia thuyet Kit q u i UO'C lugng mfi hinh cho thiy, bfi dip lifiu da giai thich dugc 85,8% sy bien Ihien eua cac bien nghien ciru tfli sy thfia man v i chit lygng dao tgo cfla sinh vifin fl nfli tru tai Tru-flng Dgi hpc Nha Trang, dfl hau hit c i c biin giai thich deu co d i u nhy dy doan va hai bien cfl y nghTa thong ke o' muc y nghTa 1% Cic y i u l i i n h hyflng tfli Sy thfla cfla nhung sinh vien a nfli tru tai TrLpflng bao gom: NT01 (Su tin cay); NT02 (Thai dp nhiet tinh cim thfing); NT03 (Nang luc phuc vy); NT04 (Chi phi cam nhin); NT05 {Phuang tifin huu hinh); Ket q u i phan tich khim p h i NT06 (Sy d i m bio, dap ipng) Trong dfl, yeu t i co Phan tich nhan to kham pha dugc SLF dyng sfl hg tang ciia dja phuang i n h hyfi'ng mgnh nhat d i kiem djnh gia trj cac khai niem cua Ihang den su h i i Iflng cOa sinh vien ngi tm lai TnFflng Dai NhiJng biin quan sat nao cfi trpng s6 t i i nhfin t i hpc Nha Trang Bang Ket qua phan tich hoi qui ve y i u to anh hiro'ng den s y hai long cua sinh vifin noi tru Bi4n Biin phu thuflc (Constant) Sy tin cfiy Thii dp nhifit tinh, cam thfing Nang lyc phyc vy Chi phf Phyang tifin hiiu hinh D i m bao, dap ipng So quan sat R2 R^ Adjust Chi s i F(sig.) Ngu6n Tinh todn til' dO /;|u ai4u i 200 • TRJdNG OAI HOC NHA TRANG K,h4 H€ s6 h6i qui chuin h6a Gia tri thong kS Sig t HLONG NT01 NT02 NT03 NT04 NT05 NT06 205 497 378 -.119 088 635 570 0.926 0.858 566.589 (0.000) 000 12.896 31.314 23.811 -7.475 5.560 39.986 1.000 000 000 000 000 000 000 Tgp chi Khoa hoc - Cong nghe Thuy s - Yeu to Sy dfim bao, d i p ung v i djch vy: Y i u t i t i c dfing thugn chieu tfli Sy thfla man eua sinh vien v i cfl t i c dgng Ifln nhat cic biin so nghifin cu-u, vfli hfi so hoi quy ehuan hoa lfi 16'n nhat (0.635) Oieu ham y rang, niu xem nhy cac yeu l6 khic khflng dfli, tang Sy dim bio, dip ung len diem se lam cho mirc dfl thoa man cua sinh vifin fl nfli tni cOa Nhi Truflng tang them 0.635 diim - Y i u t i Thai dp nhifit tinh, c i m thflng: Y i u to niy cung cfl tac dfing tfch cyc tfli Sy thoa man cfla sinh vien npi tru va cfl anh hufi'ng tfli thfli hai, sau yeu to Dam bao, dap u'ng (vfli hfi s6 hoi qui chuin hoa bang 0.497) Dieu cho Ihay, niu xem nhy cic yeu to khac khfing doi thl gia tang y i u to Thil dp nhifit tinh, cim thfing len diem se l i m cho mirc thfla man cfla sinh vien tang len 0.497 diem Ro ring, k i l q u i nghien cipu da cho thiy, thai dg tfin tyy cua can bp vifin chu'c Nha triFflng viec cung cip c i c djeh vy npi tru cho sinh vifin la kha quan trpng - Yiu to Nang lyc phuc vu cfl he so h i i quy chuan hfla la 0.378 Neu xem nhy cac yeu to khac khfing anh hu&ng den Su thfla man ciia sinh vifin thl gia tang yeu t i Nang lue phyc vy Ifin diem sfi lim mipc thfla man cua sinh vien gia lang len 0.378 diem Nhy vgy, Tnp&ng Dgi hpc Nha Trang nfin diu ty v i c i i lien tot yeu to Nang lyc phuc vu se !am gia tang miPC dp Ihfla m i n cfla sinh vien - Y i u to Sy tin eay cfl he so hoi quy chuan hoa l i 0.205 Neu xem nhy cac y i u t i khac khflng anh hyflng din Sy Uioa man ciia sinh vien thi gia tang yeu to Sy Wn cgy Ifin diem se lam mfl'c thfla man cfla sinh vien gia tang len 0,205 diem Nhu vay, Tnjiflng Dgi hgc Nha Trang nfin chfl trgng va cai tiin Iflt yeu to Nang lyc phyc vy se lam gia tang mu-c dg thoa man cfla sinh vifin - Y i u to Chl phi cam nhgn ve djch vu ky tiic xa CO he so hfii quy chuan hoa l i : 0.119 Niu xem nhy cac y i u to khac khong anh huflng den Su thoa man cua sinh vien thi giim y i u to Chi phi cim nhfin xuong diim se lam mu-c dp thfla man cua sinh vien gia tang len 0,119 diem Nhy vfiy, Tnj'flng Dgi hpc Nha Trang nfin chu va thyc hien gia tang yiu to Chi phi c i m nhin se lam gia lang mCrc dfi thoa man ciia sinh vien Do dfi y i u to cung gflp phan vao viec l i m cho gia tang muc dfi thfia man cfla khich hang - Y i u t i Phuang tien hO'U hinh co trpng s6 l i (0.088) Nhu vfiy yeu t i Phuang lien hiju hinh cOng gflp phin khong nhfl v i o viec gia tang mirc dfl thfla man cfla sinh vifin Neu xem nhu cic y i u t i khic So 3/2014 khfing i n h huflng d i n sy thoa mfin cua sinh vifin doi vfli chit lygng djch vy KTX thi gia tang y i u t i Phuang lifin huu hinh Ifin diem sfi lim cho mu-c dp thoa m i n cua sinh vien gia ting len 0,088 diim Nhy vay Truflng Dgi hpe Nha Trang nen dau ty v i cai tiin yeu t6 Thai dfi nhiet tinh, cim thflng dieu sfi lim gia tang mipc dfi thfla man cua sinh vifin IV K^T LUAN VA KliN NGHj Nghifin cfl'u da su' dyng ly thuyit v i chat luang djch vu dugc i p dung d i dinh g i i su hai Iflng cfla sinh vifin Truflng Dai hpc Nha Trang ve chat lu-gng fi' npi trfl Kit qua nghifin cuu da cho thiy, y i u to nghifin cuu thl ca yeu to d i u finh huflng tfli chat lugng fl nfli tru cua sinh vien Nha truflng, phD hgp vai cac gia thuyet dgt Trong dfi y i u t i D i m bao, dip u'ng v i Thai dp nhifit tinh, cim thong la nhu'ng yeu to cfl anh huflng lan nhil d i n sy hai Iflng ciia sinh vien a nfli tru lylu-c dfi giii thfch cfla mfl hinh I i kha cao, vai 85,8% cic biin dpc lap dugc giil thich Qk ning eao chat lugng djch vu fi' npi tru cho sinh vien Trifflng Dgi hpc Nha Trang, lanh dao Nhi truflng vfi cic bfl phgn phyc vu can thiet tap trung giii quyit mpt so van de sau ThiF nhat, doi mfli ca c h i : Xa hfli hfla triet de cflng t i c dau thiu quan ly KTX, tao sy canh tranh lanh manh ICpng khu KTX d i sinh vien dugc huflng lgi nhieu han Do cfl sy canh tranh lanh mgnh tgo su chuyen bifin ve thai dfl phyc vy sinh vien Thif hai, doi mo'i cong t i c quin ly: Nha tnrang cin cai thien cic hoat dpng trg giup sinh vifin, giii dap cac thac mac, yfiu ciu ciia smh vien mflt cich tot han, kiem soit q u i trinh xu" ly thflng tin chuyfin nghiep han, triet d i han va chii trgng Ifli tinh phin hoi yeu cau da duac giii quyeL Lanh dgo Trung tfim thyflng xuyfin kiem tra giam s i t de kjp thfli ehan chmh linh trang cin bfl quan trj KTX trye tiep thu liin phat cfla sinh vifin gay bite xuc va du luan khflng lot ve can bfl vien chirc cua Trufl'ng, Cflng khai minh bach hfla cic khoin thu le phi, nhung quy dmh xiF ly' vi phgm dygc thflng tin tfli tirng smh vien ngi tru de lam giam sinh vien vi pham Neu sinh vifin bl XLF ly eung cam nhin dugc viec XLP ly i i chinh xac, trinh g i y buc xflc sinh vifin, Thiy ba, day manh hoat dpng phong trao y te, da dgng hoa c i c logi hinh djch vy: T i n dung khai thic quy phflng fl thing nghi he, nghi Tet de CO thfim ngufin kinh phf v i phoi hap vai Phong CQng t i c Smh vien, Doan Thanh nifin, Hpi Sinh vien TnFflng to chuc cac hoat dfing v i n the my cho smh vien ngi trfl, tCrng buflc xa hpi hfla cac hoat dflng niy TRUONG OAI HOC NHA TRANG • 201 Tap chi Khoa hQC - Cong nghe Thuy sdn 6k mang lgi Igi ieh rifing cho sinh vien nfli trii Trung tfim Phyc vy Tryflng hpe phoi hgp vfli bp phgn y t i cfla Tryflng kiim tra giim s i t d i m bao vfi sinh an toin thyc phim n h i an, kjp thfi'i trien khai cflng l i e phflng ching djch bfinh djch bflng phit Thiftw, bii duo'ng nghipp vy eho ngufli quin ly: T i chirc bii dyfl'ng cic k? ning cho nhan vifin quan ly KTX, bio vfi,.,, d^c bifit lyu i" d i n kygiao tiep v i ky nfing xir 1^ tinh huong, Nghifin ciPU hfi thong van bin lifin quan d i n sinh vifin nfli tru, kjp thfli diiu chinh cho phu hgp vfli tinh hinh hifin tgi, khac phyc nhO'ng tinh trgng chuyin ngi dung thflng bio xuong So 3/2014 sinh vifin cic Ihfli diem khflng phii hgp Thip nSm, quy hogch, tu sua hfi thing ca sfl vfit chil: Nhi tnj'fl'ng kiim tra, len ke hogch sira chOa, ching thim, ching dflt, bio dufl'ng dinh ky cie khu KTX v i thyc hifin thai gian sinh vien ngW he, nghlTit Quy hogch, c i i tgo nfing cap hfi thong sin bai phyc vy cho hogl dgng vui chai, van hda v i thi dye t h i thao ciJa sinh vien Vfli nhOng giii phip ca b i n trfin, neu dugc t i chu'c v i triin khai hifiu qua se gop phin quan trpng v i o vific nfing cao c h i l lygng djch vy v i phyc vu d i i vfli sinh vifin nfli tni ciia Nha tryflng thai gian tfli TAI LIEU THAM KHAO Tteng Vi^ Nguyin Thj Hifin, 2009 Cac giai phap nang cao chat lining hoat dgng phi^c vy ciia Trucmg d^ii hpc Nha Trang De tai c%) B? Tnr&ng D91 hpc Nha Trang, Nguyin Quoc Nghi, Nguyin Thi Bao Chau, Pham Nggc Giao, 2012 Cic nhin t6 anh hircmg den mijc dp hai long ciia sinh vien d6i vdi chat lugng d^o t^io nganh du Ijch ciia cdc truang d^ii hgc d khu wfc dong b3ng song Citu Long Tap chi Khoa hpc, S6 22b: 265-272 Nguyin Thi ThSm, 2010 Khao sat &\f hai long ciia sinh vien voi hogt d§ng d^o tgo tgi Truong Dai hpc Khoa hgc Tu nhien, Dgi hpc Quk gia thdnh H8 Ch! Mmh Truy clp t i htlp //dl vnu,edu,vn/bitstream/in26/3124/l/00050000364.pdf 8/3/2014, Hoang Trpng, Chu Nguyin Mpng Nggc, 2005 Phan tich dQ li^u nghiSn cim vdi SPSS NXB Thdng ke TP H6 Chi Minh Tieng Anh Bentler, P.M., & Chou, C, 1987 Practical issue in structural modeling Sociological Methods and Research, 16 (1): 78-117 6, Clack, A.L & Watson, D„ 1995 Contructing validity: Basic issues in objective scale development Psychological Assessment, (3): 309-319 Hair, J.F.J, Anderson, R E, Tatham, R.L, Black, W.C, 1998 Multivariate data analysis, 5th Edition Prentice Hall, Upper Saddle River New Jersey Gerbing, D and Anderson, J., 1988 An updated paradigm for scale development mcorporating unidimensionality and its assessment Joumal of Marketmg research, VoL 25: 186-92 Parasuraman, A., Zeilthaml, V,A and Berr, L.L., 1985 A conceptual model of service quality and its unplication Journal of Marketing, Vol, 49, Fall: 41-50 10 Parasuraman, A., Zeilhaml, VA., and Beny, L L , 1988 SERVQUAL, a multiple item scale for measuring consumer perceptionsof service quality Journal of Retailing, Vol 64, Spring: 12-40 I 202 • TRLTONG OAI HOC NHATRANG ... dich vy, phyc vy khu npi tnJ Tryfi''ng Dgi hgc Nha Trang, thfla man tot nhit nhu ciu sinh vifin nfii tru, nham gfip phin nfing cao chat lugng dfio tgo eiJa Trufl''ng Dgi hpe Nha Trang, tao vj t... hiiu y kiin danh gifi cCia sinh vifin d i i vfi''i cac hogt dpng djch vy, phyc vu khu nfii trii Tnffl''ng Dgi hpc Nha Trang Tim hieu mii lifin he giija cac yeu to tac dpng vfio sy thfla man cilia... hogt dfing phyc vy dgy hpc cCia Tryflrng Dgi hpe Nha Trang Nghifin CU''U n^y da khfii quat tofin bfi qufi trinh cung c i p djch vy dfio tgo tgi Nha Tnj''fl''ng Tuy nhifin, dfii vfi''i khi''a cgnh chuyen