Ma Thi Ngin vd Dtg Tap chl KHOA HQC & C 6 N G N G H $ 109(09) 27 32 DO LU''''OfNG s y HAI LONG CUA NGU^Cfl HOC TAI TRU^OfNG DAI HQC KY THUAT CONG NGHIEP DAI HQC T H A I NGUYEN Ma The Ngin*, VQ H6ng V9n T[.]
Ma Thi Ngin vd Dtg Tap chl KHOA HQC & C N G N G H $ 109(09): 27-32 DO LU'OfNG s y HAI LONG CUA NGU^Cfl H O C TAI TRU^OfNG DAI H Q C KY THUAT C O N G N G H I E P - DAI H Q C T H A I NGUYEN Ma The Ngin*, VQ H6ng V9n Trucmg Dgi hgc Ky ihugl Cong nghi4p ~ DH Thdi N TOM T A T Trong nhiing nSm vira qua, s6 lupng cic trudng dgi hpc d Vi?l Nam ting len mpt cich nhanh ch6ng Tir 69 trudng dgi hpc trfin ci nude vio nim 1999 t5ng 16n thinh 204 irudng nim 2012 CQng thdi gian niy, s5 lupng hpc sinh phi thong c6 xu hudng giim lien tyc, tir 1,5 trieu hpc sinh cho m§i dO lu6i (nim 1999), den c6n hon 0,9 tri^u hpc sinh cho m6i dO lu6i, NhUng biln ddn| trii chilu vl sd lupng Uudng dgi hpc vi s6 lupng hpc sinh nhu ke tr6n din tdi sy cgnh tranh quyel liel giSa cic trudng de thu hiit ngudi hpc Do d6, chu de ning cao ning cgnh tranh giOa cic Irudng di dupc nhilu ngudi quan tim nghien ciiu Phin ldn cic nghien cuu diu c6 quan diem coi nhi trudng nhu cic doanh nghi?p vi sinh vien chinh li nhO'ng khich hing, Tii d6, cic lic gia sir dung cic mo hinh vl sy hii I6ng ciia khich hing vio viec khio sit vi cii thien gii trj cam nhgn va sy hai 16ng cua ngudi hpc, nhim nSng cao ning cgnh tranh ciia cic trudng dai hpc Tuy vay, viec van dung van c6n thieu nhdng co sd W thuyet vflng chic sy khic giUa moi trudng giio due vi moi Irudng kinh doanh Bii viet niy s6 tap trung vao vi^c ciing co nhiJng co sd ly ihuyet cho viec xay dyng Ihang sy hii 16ng ciia ngudi hpc cung nhu nhiJng iing dung ciia no vio thyc lien tai trudng Dai hpc Ky thual Cong nghiep - Dai hpc Thii Nguyen Tir khda: S(f hdi long cita ngudi hgc, Trudng Dai hgc Ky thugt Cong nghiep, Dgi hgc Thai Nguyen KHACH HANG CUA GIAO DUC DAI HOC Ddi vdi mgt dich vu thdng thudng, khich hang chinh la ngudi tra tidn dt dugc su dung djch vu Nhung nginh giio dye dao Igo khdng chi phuc vy mdt ddi tugng khach hang nhat Ngudi dugc nganh giao due dgi hpc phyc vu sy that li cie nhdm khich hing, bao gdm: ngudi hgc, chii doanh nghiep va xa hgi noi chung Trong dd, sinh vien la nhirng ngudi dugc su dyng dieu kien hoc tgp tai cie trudng dgi hpc dd nang cao trinh do, kT ning chuyen mdn nghipp vu; chii doanh nghiep dugc tidp cgn ngudn nhan lyc trinh dg cao; xa hdi nhan duge nhieu phiic lgi hon qua cua dao tgo ngudn nhan lyc chinh li sy phit trien, SAN P H A M CUA D A O TAO DAI HQC LAGI? Theo Meltem Aral [5], giao dye dai hgc cung cip san phim cho ba ITnh vyc chinh: dao tao, nghien ciiu va dich vu cdng Trong dd, san pham ciia dao tgo dai hgc bao gdm ei phan hiiu hinh vi phan vd hinh Phan htJu hinh chinh la bang cap ciia ngudi hgc, phan vd hinh la tri thu'c cua ngudi hgc cd dugc hgc tap Irudng dgi hgc Cac san pham niy tgo nen nhCJng lao ddng da qua dao tgo, cd trinh dp cao Chii cic doanh nghiep ehinh la nhiing ngudi true tiep sir dung cac san pham Cudi cung, ddi vdi xa hgi, hg ehinh la nhiJng cdng dan tdt, cd tri tue va pham chat dgo dii'c Su khac biet giira sinh vien va khach hang sur dung cac dich vu thong thudng Theo Sirvanci [6], giiJa sinh vien dgi hgc va khich hing sir dyng cae dich vy thdng thudng ed hai didm khac bidt ca ban, dd Ii: Mgt la, nhu cau (needs of customers) va mong muon (wants of customers) ciia khich hang ludn trimg khdp nhau, nhung nhu cau va mong mudn ctia sinh vidn khdng hoan loan trimg khdp nhau, Hai la, khach hang su dyng dich vy khdng phai chju trich nhiem ve chat lugng dich vu, nhung sinh vien phai chju mgt phan trich nhiem ve chat lugng dao tgo Tel: 0904 006198 27 Ma The Ngin vd Dtg Tgp chl KHOA HQC & CONG NGH$ Thu nhat, nhu cau ciia khich hing ehinh la thii ma hp mong mudn, nhung nhu eau cua ~ sinh vien khdng hoin toin la thii sinh vien mudn Trong kinh doanh djch vy, de tri ho^c ting thj phan vi Igi nhugn, cic doanh nghipp phii tgp trung dip dng nhu ciu khich hang Nhu cau ciia khach hang hay cai khach hing can eung ehinh li thii mi hp muon cd Do dd, cic doanh nghipp ludn phii tuan thii nguyen tie: khich hang ludn luon diing Tuy vgy, doi vdi sinh vien, cii mi hp can li nhiJng kien thiie, ky ning dip dng yeu eau eiia xi hpi Nhung cii sinh vien mudn li chuong trinh hgc don gian, dd ding dinh gii kit qua hpc lgp, thdi gian dio tgo ngin, Va trudng dgi hgc, qua Irinh thyc hidn chuc ning cua nd doi vdi xa hgi, di cung cap nhiJng kiln thdc, ky nang cin thilt cho sinh vien - nhiJng thir sinh vien can, khdng phai thii sinh vien mudn Vi vgy, cic trudng dgi hpe khdng the dap dng hoin toin cac nhu cau ciia sinh vien Ndi each khie, trudng dgi hgc khdng the lam hai ldng sinh vien giong nhu each mi doanh nghiep lim hii long khich hang su dung dich vu Ngoai ra, mdi djch vu eiia doanh nghiep chi phai tap trung phyc vu mgt ddi lugng khach hang thi hogt dgng dao tao ciia Irudng dai hpc phai lam hai hda nhu cau eiia mdt nhdm ddi tugng khach hang Do dd, mgt dieu dl nhan thay li viec cac trudng dai hoc chgy theo vice dip ling nhu eau cua ngudi hgc, lim hai long ngudi hpc mdt each thieu kilm scat se dan Idi chat lugng dio tgo khdng duge coi trgng, Thu hai, sinh vien tren thyc tl, khdng don thuan la sin pham cac hogt ddng dao tao dgi hgc, hp edn li ehii the tham gia vao qui trinh dio tgo Hp vio trudng vdi tu each mgt nguyen vat lieu, trai qua qua Irinh xu li (dao tgo) phdc tap ciia nhi trudng dd biln doi trinh vi chinh thirc la thinh pham sau lot nghiep Trong qui trinh hgc tap, sinh vien phii thyc hien cac bai tap, thuyet trinh, nghidn ciiu, kilm tra, thi dudi sy kiem soil vi dinh gia ciia giing vien Tri thiic cd duge sau trudng li kit qua tryc tilp lir nhirng nd lyc hgc tap eiia sinh vidn Dd li san pham 28 109(09): - chinh sinh vidn tao dudi su hudng dan ciia cac giang vidn va bdi vipc sii dyng cac dieu ki^n hgc tap ciia nha trudng Nhu vgy, sinh vidn di tham gia vao qua trinh cung img djch vy vdi tu cich eua mgt eong nhan, va phii chju trach nhipm mpt phan vd chat lugng dao tgo Tdm Igi, trudng dgi hgc khdng ban mpt logi hing hda duge gpi la tri thuc ma nd cung cap cho sinh vidn mgt mdi trudng de tidp nhgn tri thuc Cac djch vy dugc nha trudng cung dng cd vai trd ho trg cho eong vipc hpc tgp cua sinh vien Cie djch vy niy bao gdm thiet ke chuang trinh dio tgo, giing dgy ciia giang vien, cung cap cic hpe lieu, ca sd vgt chat, quin ly dao tao vi cac hoat dpng ho trg khie DO LLTdNG SU' HAI LONG CUA NGUCJI HOC NHU'TH^ NAO? Hipn nay, chua cd cac md hinh nghien ciru sy hii Idng ciia ngudi hgc dugc thira nhgn rdng rai Cie tic gia chii ydu ap dung md hinh nghien ciiu ve su hai Idng ciia khach hang theo cic Iy thuyei chat lugng djch vu vao vide ludng sy hii ldng ciia ngudi hgc Md hinh chit lugng dieh vu dugc sii dyng rgng nii nhat la md hinh Parasuraman& egng su (1985) de xuat Parasuraman& cdng sy cho ring, bat ki djch vu nao, chat lugng dieh vu cam nhgn bdi khich hang deu bao gdm phan, li; 1) Tin cgy (reliability): the hidn qua kha nang thyc hieii djch vu phu hgp va dung thdi han tir lan dau lien 2) Dap dng (responsiveness): thd hipn qua su mong mudn san sang eua nhan vien phyc vy cung cip djch vu kjp thdi eho khach hang 3) Ning lyc phuc vu (assuarance): the hi?n qua trinh dp chuyen mdn va cung each phuc vy Ijch sy, niem nd vdi khich hing 4) Ddng cam (empathy), ihl hien sy quan tam cham sdc den lung ea nhan, khach hang 5) Phuong lien hiru hinh (tangibles): thd hidn qua ngoai hinh, trang phyc cua nhan vidn, cic trang Ihidl bj phuc vu Nghien cuu cua cac tac gia cung diu dya theo kel lugn cuaCronin& Taylor (1992), cho ring cam nhgn vd chat lugng dich vy din den sy hii long ciia khach hancr Ma The Ngin vd Dtg Tgp chl KHOA HOC & C N G N G H $ Vipc ap dung md hinh tren dd nghien ciru sy hai Idng cua ngudi hpc cd y nghTa to Idn ddi vdi cic doanh nghipp kinh doanh dich vu Bdi hp thiy rd miic dp dip ung nhu ciu khach hing thdng qua cac djch vy Td dd, hp tim nhCJng giai phap phyc vu khach hang tdt hon, giup doanh nghi?p canh tranh mgnh md hon trdn thj trudng Van dyng md hinh trdn, nghien eiru ITnh vyc quan Iy giao dye dai hgc, nhilu nha nghidn cu:u da thiet ke nhiJng thang rieng dd ludng sy hii ldng eiia ngudi hpc Theo do, cac thinh to cua chat lugng djch vy cam nhan dugc thay the bdi cie yeu td van hinh hogt dgng dio tgo eua nha trudng Doi vdi nghidn ciiu tai trudng Dgi hpc Ky thugt Cdng nghifp, tic gii dd xuit md hinh nghien ciiu sy hai Idng cua ngudi hpc bao gdm hai phan: cae hogt ddng dao tgo eiia nha trudng (thidl kd chuang trinh dao tgo, giing dgy ciia giang vidn, cung ung cie djch vu vd thu vien hpe lipu, CO sd vat chat vi cac hogt dgng quan Iy dao tao); cic hogt ddng niy gdp phan lao sy hai ldng eiia ngudi hoc Chuong trinh d^otao Giing vien Thu vi^n - y 'V Sirhail&ns ciia ngiiti hoc Quan 1;^ dao tao Co so v^t chit Md hinh danh gia sy hii Idng ciia ngudi hpe ddi vdi chit lupng cac "dich vy" dugc nha trudng cung cip Nhu da phan tieh d tren, ca nha trudng va sinh vien ddu phai chiu trach nhidm vl chat lugng dao tgo, Hai ylu td niy ein dugc phan tach rd rang, nham dam bao kit qua chinh xac cho vi^c danh gii, Phan trach nhiem ciia nha trudng dugc the hien qua nhftng ngudi (giang vien, nhan vien), cac 109(09): 27-32 phuong lien va cich thirc ma nha trudng sir dyng hogt dgng dao tgo Chuong trinh dio tgo la yeu to diu tidn md hinh danh gia sy hai long ciia ngudi hpc Mdi chuang trinh dao tao ddu cd nhiJng myc lieu cy the va dugc the hipn qua cic chuan dau ra, Chuin diu chinh li cic kidn thiie, ky ning chuydn mdn, ky ning mdm mi sinh vien can dgt duge dd dugc cdng nhan tot nghipp Sinh vidn cd the dgt dugc chuan dau ihdng qua vipc tham gia hgc tap cic mdn hgc mpt each tuan ty Nhu vgy, dd phyc vy tot cho viee hoc tap ciia sinh vien, mdi chuang trinh dao tao can ed nhiJng myc tieu rd rang, phii hpp; ciing vdi he thdng cac mdn hpe dugc sip xdp logic chat che, giup sinh vien thuan lgi viec dat cac chuan dau cua chuang trinh Sy danh gia ciia sinh vien ddi vdi chuong trinh dao tao dugc the hien qua nhu'ng khia cgnh sau: mirc dp rd rang myc tieu dao tgo; sy phii hgp ve thdi lugng chuang trinh; ly Id phan bd thdi lugng giiJa Iy thuylt va thyc hanh, sy ty tin kien thue tir chuang trinh mang lai Giang vien la nhiing ngudi tryc tiep truyen thy kien thuc eho sinh vien, hudng din sinh vien ly nghidn ciru, thyc hinh vi lim thi nghiem Noi each khac ihi dpi ngii giang vien thudng xuyen cd cac boat ddng tuong tac vdi sinh vien, dem lgi lgi ich cdt loi cho ngudi hpe vi la nhiJng ngudi quyel dinh chat lugng dao tao Chat luang eua yeu td giing vien duge the hipn qua cac khia canh: kidn thuc chuyen mdn, kha nang truydn thu kien thurc, thai dd va trang phuc ciia ngudi giang vidn YIU t6 thu ba sa dd la he thdng thu vien - hgc lieu ciia nha truong, Giao due dgi hpc dl cao tinh chu dpng, chii trpng vao hogt dgng ty hgc ciia sinh vidn Dieu kipn de sinh vidn thyc hidn tdt eac hoat ddng ly hoc, nghien cuu la nhi trudng cung cap du khdng gian va hpc lieu eho cac hogt ddng dd Ndi cich khac, dd thyc hien tdt phuong cham "lay ngudi hpc lim trung tam" thi mpt thu vidn cd khdng gian rdng rai, vdi ngudn tai lieu phong phli ii dieu khong the thilu Chit lugng ciia he thdng thu vien- hgc Heu the hidn qua eac 29 Ma The Ngin vd Dtg Tgp chl KHOA HQC & CONG NGH$ khia cgnh: thu vipn dam bao dii khdng gian, chd ngoi; tra ciiu tii lipu nhanh chdng, tipn Igi; thu vipn cd so lugng sach, tai lipu tham khao phong phu, hiJu ich; sich, tai lipu ludn duge cgp nh§t; hp thong may tinh tipn Igi cho vipc truy cgp eic website chuydn nganh; cuoi Cling li thii dg tgn tinh, chuyen nghipp ciia dgi ngii nhan vidn thu vipn Cic hogt dgng quin ly dio tgo dugc thyc hipn bdi dgi ngu cic nhan vidn hinh chinh, giao vidn chii nhipm, hay thgm chi cic quyet djnh ciia linh dgo Irudng Hg cd nhi?m vy hd trg sinh vien thyc hipn eac thii tuc hanh chinh nhu (ding ky mdn hgc, ngp hpe phi), tiep cgn cic thdng tin (ve thdi khdg bieu, cac quy djnh), xay dyng thdi khda bieu hgc tgp, sap xep sinh vidn vao cic ldp hgc phan, quan ly diem He thdng ea sd vgl chit cua Irudng dgi hgc bao gom: cinh quan mdi Irudng, cac phdng hgc, phdng thyc hinh, thi nghipm, Trong dd, canh quan mdi trudng la yeu td gdp phan tgo nen tam ly thoai mii, vui ve eho ngudi hpc Mdi trudng canh quan trudng dgi hgc can dip ung cac lieu chi: dpp va cd tinh su pham cao, Cie ydu td cdn lgi phuc vy tryc tiep cho nhu cau hgc tgp cua sinh vien, ddi hdi sy khang trang, hipn dai, day dii cie trang thilt bi phyc vy cho vide day va hpc Bude liep theo, eic y tudng trdn dugc thi hipn qua bang khao sit sy hai ldng ciia ngudi hpc Bang hdi gdm 52 eau hdi, duge thiet kl theo thang Likert miic do: - rit khdng hai ldng, - khdng hii long, - khdng y kiln, - hai ldng, - ril hai ldng Bang hoi gdm hai phan chinh phin thu nhit ludng gii trj cam nhgn ciia ngudi hgc vl cac hogt dpng dio tgo, phin thir hai ludng mirc dp hai ldng ciia ngudi hgc, Trong dd, gia tri cam nhgn ciia ngudi hgc duge ludng tren yeu Id: chuang trinh dao tgo (7 cau), giang vidn (12cau), thuvi?n-hpc lieu (10 cau), quan ly dio tgo (10 cau) vi ca sd vat chit (8 ciu); sy hii long eua ngudi hgc duoc thd hien qua khia eanh vdi cau hdi Bing khao sat sau thilt kl lin diu cin duQC kiem tra vl mdc ro ring, de hieu cho 30 109(09): 27-32 doi tugng dieu tra (sinh vidn) bang cich phdng van thu Dya trdn eac ket qua dat dugc tir vipc phdng van thu, tie gia tien hanh dieu chinh lgi bang hdi cho phu hgp vdi tinh hinh Trong budc dieu tra chi'nh thirc, sd lupng 52 cau bing khio sat ddi hdi ca mau it nhat li 260 (52x5) Cie dii lipu sau dugc thu thgp sd dugc lim sgch vi xu ly bang phan mdm SPSS 16.0 Cie kT thual phan tfch bao gdm: Lgp bang tan so de md la mau thu thgp theo cac thugc tinh nhu gidi tinh, khoa, nim hpc; kiem djnh sy tin cgy ciia dCr lipu khio sit; phan tich nhan to, thu ggn dii lipu; kiem djnh sy tuang quan giiJa bien phg thugc vdl cac biln dgc lgp; kiem djnh su khac ve muc dQ hii Idng theo gidi tinh, theo khoa vi theo nam hgc Kel qui thdng kd cho thiy, hai yeu to dugc dinh gii cao bao gdm: "Giang vidn" (diem trung binh 3,5) va "Ca sd vgt chat" (diem trung binh 3,8) Cic ydu td cdn Igi deu khdng dugc danh gia cao, bao gd cic yeu to "Chuong trinh dao tao" (diem trung binh 2,8), "Thu vien - Hgc lieu" (diem trung binh 2,5) vi "Quin 1\ dao lao" (diem trung binh 2,7) Kdt qui phan tich cho thay sy hai Idng ciia ngudi ed mdi quan he ddng biln kha chat che vdi eic yeu Id cua chat lugng dao tgo Cac h? sd tirong quan giCJa sy hai ldng cua ngudi hpc vdi cie yeu td chuang trinh dio tgo, giang vidn, Ihu \ ien - hgc lidu, quin ly dao tgo vi ca sd vgt chat deu cd gia trj Idn han 0,9 vdi mire y nghTa 0,05 Ket qua phan tich cung cho thay sy khac ve muc hai Idng ciia ngudi hgc theo gidi tinh, theo khoa \ a theo nam hpc Theo dd, cic nam sinh ed muc hai Idng trung binh cao hon cac nCr sinh; sinh vien cua nhiing khoa co truydn thdng eung ed mirc dg hat long cao han sinh vien eiia nhiJng khoa mdi; va cuoi cimg, muc dp hii Idng eiia sinh vien giam din theo nam hpc NHLTNG GIAI PHAP TRONG TAM Qua phan tieh cy thd tiing yeu td, nghidn ciiu da chi nhung giai phap irpng tam nhim nang cao chat lugng 'ao iao cua trudng Dgi Ma Thi Ngin vd Dtg Tgp chl KHOA HQC & CONG NGH$ hpe KT thugt cdng nghipp Thd nhat, dpi ngu giang vien tre, nhiet tinh, gin gui vdi sinh vidn nhung trinh dp chuydn mdn edn hgn chd Cung vdi vi$c chii trgng cdng lic dio tgo giing vidn tre, nha trudng ein tan dyng von kien thiic, kinh nghipm cua dgi ngii giing vidn lau nam Thii hai, trang thiet bj ciia thu vien cung nhu he thdng giao trinh, bai giang cdn thieu va yeu can dugc bo sung hoan thipn Trong dao tgo theo hpc che tin chi, thu vidn - hgc lieu cd vai trd rit quan trpng, la dilu kipn dd nhi trudng cd thi thyc hipn dugc phuang cham "liy ngudi hgc Ii trung tam" Thu vi?n phai dim bio thoing mil, du chd ngdi; hp thdng miy tinh tot, giup ngudi dpc de ding truy cap cac website chuyen nginh; hpc lieu ciia thu vien phai cd kha nang cung cip nhung thdng tin hftu ich, cgp nhat cho ngudi dgc Mgt ydu to rat quan trgng khic la cac giao trinh, bii giang phai khoa hgc, chinh xac vi ed kha nang giup sinh vien ty hpc Thii ba, eac chuyen nginh dio tgo ciia trudng hidn dugc thiet kd nham dim bao tinh Iidn thdng ngang, nham giiip sinh vien ed the dong thdi theo hgc nhidu chuyen nginh dao tgo Tuy vay, trudng Dgi hoc KT thuat Cdng nghiep la trudng da nginh nen ydu cau dam bao tinh lien thdng ngang khien eic mdn hgc mdi chuang trinh dao tao dugc td hgp mpt cich kha guong dp Dieu dan tdi thdi lugng cac mdn hgc chuydn nganh chuang trinh bj thu hep, tinh muc tidu va linh logic khdng dugc dim bio Xa hdi ddi hdi nhiJng sinh vidn trudng ed kien thuc chuyen mdn, ky nang nghd nghiep cao, De dap ling yeu cau do, trudc tidn nha Irudng can nghien ciiu, xay dyng Igi eic chuang trinh dio tgo vdi muc tidu rd rang, dam bao cac chuan dau phii hgp Cic chuan dau kh6ng ehi hudng tdi vide dip ung nhirng nhu can khit khe ma cung rit cin thiet phai phii hop vdi dieu kipn cua nha trudng vi ning lyc eiia ngudi hpc 109(09): 27-32 Thu tu, cdng tic quan Iy dio tgo, nha trudng can cai thipn nhung phidn vi?e thyc hipn eac thii tyc hanh chinh eua sinh vien nhu: dang ky mdn hpc, npp hpc phi, xet hpc bong, giai quyet che dg ehinh sach Bdn cgnh dd, can dim bio sd lugng sinh vidn vda phii doi vdi mdi ldp hpc nhim nang cao chat lupng dgy vi hgc Vipc sap xep thdi khda bilu can tgo didu kipn thugn lgi cho ngudi hpc, hgn che tdi da cic ldp hgc vio nghi hay budi tdi KET LUAN Nhung bien ddi ldn cua giao dye dgi hgc hipn di va dang d$l eho cic trudng nhiJng yeu cau cap thiet phai ddi mdi de tiep tuc ton tgi va phat trien Nhii-ng yeu cau niy bao gdm cai thipn chat lugng dio tao ndi chung va cai thien dieu kien hgc tap ciia sinh vien ndi rieng Ddi vdi xa hdi, nha trudng vi sinh vien cd vai trd nhu nhu'ng ngudi cgng sy, cung tgo nen nhiing san pham dio tgo cd chat lugng, dd la bang cap va kien thuc, ky nang ciia sinh vidn Nhung klii xet mdi quan he gifta nhi trudng va sinh vidn, nha trudng li nhi cung cip eac "djch vy" giup sinh vien tieh liiy kien thue, ren luyen ky nang Tren tinh than do, lac gia tap trung nghien eiru sy hii Idng ciia ngudi hgc va cae yeu td anh hudng den sy hii Idng ciia ngudi hgc tai trudng Dgi hpe Ky thual Cdng nghiep - Dgi hgc Thai Nguyen Tic da lim sang Id nhirng van dd ly thuyet mi nhiJng nghien cuu trudc ehua giii quyet dugc Ben cgnh do, tie gii da thiet ke bg thang sy hai long ciia ngudi hpc cung nhu tien hanh khio sat thyc td, Tir kdt qua khao sit, lic gia da de xuat nhirng giii phip trpng lam gdp phan nang cao chat lugng dao tgo tgi trudng Dai hgc Ky thugt cdng nghiep Nhirng ket qua nghien cuu tren day hy vgng se giup ich nhieu eho cic nghien eiiu cimg chii dd sau cdng nhu ddi vdi cdng tic quin ly tgi trudng Dai hgc Ky thugt cdng nghiep - Dgi hpc Thai Nguydn, 31 Ma The Ngin vd Dtg Tgp chi KHOA HQC & CONG N G H $ 109(09): 27 - 32 TAI L I $ U T H A M K H A O Sirvanci M (1996), "Are shidents the tnie ThS Nguyln Thinh Long (2006), "Sir dyng thang SERVPERF de dinh gii chit lupng d i o tgo dgi hpc tgi trudng dgi hpc An Giang", Bdo cdo nghien cuu khoa hgc, Dgi hpc An Giang, Luu van Nghifim (2008), Marketing djch vtf, V C^^.tir- >• A- U I V I A ; Nxb DH Kinh te quoc dan, Hi Npi TS, Nguyen Thupng Thii (2006), Gido trinh customers of higher educalion?" gwa/i/y/'rogreji, Volume: 29 Issue: 10 pp.99-102 C i c tii li?u tir website: q htlp://vnexpress.net/gl/ban-doc-viet/2012/04/ Marketing dfch vy, Nxb Thfing tin vi Iruyen thdng, H i N$i, Hoing Trpng, Chu Nguyen Mpng Ngpc (2008), Phdn lich da liiu vdi SPSS, Nxb H6ng Diic, H6 ChiMinh Meltem Aral (2011) ' T o what exlenl the student is a customer" Journal of Social sciences and humanity studies Vol (Noi) thieu - truong-mam-non-thua-truong-dai-hoc-1/ " htlp://www.lienphong.vn/khoa-giao/528827/soluong-hoc-sinh-pho-thong-giam-manh.html ^ hltp://baodienlu.chinhphu.vn/Home^ruong-dai^ "^ " hoc-lu-chu-lai-chinh-Chat-luong-phai-tifongxung/201211/I54713.vgp ^^ hltp://luoilre.vn/giao-duc/501I01/cong-bodanh-sach-cac-truong-dh-cd-cong-lap.html SUMMARY MEASURING STUDENT SATISFACTION AT THAI NGUYEN UNIVERSITY OF T E C H N O L O G Y Ma The Ngan', Vu Hong Van College of Technology - TNU Recent years, the number of universities in Vietnam has increased quickly The number of 69 universities in 1999 has gone up to 204 universities at the lime being Moreover, the number of high-school pupils per age has fallen from 1.5 million in 1999 to 0.9 million at the moment These inversed fluctuations between the number of universities and the number of high school students lead lo an extreme competition among universities in order lo attract more learners Therefore, many researches on the advanced topics of competitiveness between universities have been carried out Most of these researches considered the universities as businesses, and the students as customers From that point, these authors use the model of customer satisfaction In the survey and improve the perceived value and satisfaction of students which is lo enhance universities' competiveness However, this application lacks the theoretical basis due to the differences between educational environment and business environment This article will focus on strengthening the theoretical basis for constructing student satisfaction scale, as well as its application in practice at Thai Nguyen University of Technology Key words: students' satisfaction College of Technology, Thai Nguyen University Ngdy nhgn bdi: 25/7/2013, Ngdy phdn biin 09/8/2013; Ngdy duyet ddng 02/10/2013 Phdn bijn khoa hgc: TS Dodn Quang Thieu - Tru&ng Dgi hoc Ky thugt Cong nghiep - DH Thdi Nguyen Tel 0904 006198 32