Tgp chi Khoa hgc Cong nghe Ihuy sdn KET QUA NGHIEN CDU D A O TAO SAU DAI HOC MOI QUAN HE G I C A CHAT LlTONG DICH VU D A O TAO VA SÛ HAI LONG CUA SINH VIEN TRU^OfNG DAI HOC X A Y DITNG MIEN TRUNG REL[.]
Tgp chi Khoa hgc - Cong nghe Ihuy sdn KET QUA NGHIEN CDU D A O TAO SAU DAI HOC MOI QUAN HE G I C A CHAT LlTONG DICH VU D A O TAO VA SU^ HAI LONG CUA SINH VIEN TRU^OfNG DAI HOC X A Y DITNG MIEN TRUNG RELATIONSHIP BETWEEN THE TRAINING SERVICE QUALITY AND SATISFACTION IN CENTRAL UNIVERSITY OF CONSTRUCTION Li Bu-c Tdm', Trdn Danh Giang' IJgay nhan bai: 06/11/2012; Ngay phan bi?n thong qua 18/02/2013; Ngay duyetdang: 15/5/2013 TOM T A T Myic dich ciia nghien cmi Id xdc dinh moi quan he giiia cdc thdnh phdn chdt luang dich vu ddo tao vd su hdi Idng cua sinh vien Trudng Dgi hoc Xdy dung Mien Trung qua cdc bu&c thdng ke mo id, ddnh gid tin egy ciia thang bdng h4 so Cronbach alpha, phuang phdp phdn tich yeu to khdm phd-EFA vd phuang phdp hdi quy boi Nghien citu dp dung cd cdch tiep cgn dfnh tinh vd dinh lugng Difa tren mdu khdo sdt tie 250 mdu sinh viin dang hQC tai trucmg, nghien ciru cho thdy cd thdnh phdn chdt lugng djch vu ddo tgo co dnh hudng duang den su hdi long ciia sinh vien Id: dQi ngS gidng vien, chugng trinh ddo tgo, ca sd vgt cha! phi^c vu ddo tgo, suquan tdm cua nhd truang tai sinh viin ho trg hdnh chinh Tir khoa chdi lugng dfch v^ ddo tgo su hdi ldng ABSTRACT The purpose of this study was to determine relationship between the components of the training service quality and satisfaction of students in Central University of Construction through the steps of descriptive statistics, reliability evaluation by Cronbach's alpha coefficient and explore factor analysis method - EFA and multiple regression method The study applies both qualitative and quantitative approaches Based on a survey sample of 250 students are studying in Ihe university, the result shows thai there are five components ofthe training service quality have a positive impact on the satisfaction ofthe student: the lecturers group, training program, the facilities for training, the university's interest to students, the administrative support Keywords: training service quality, satisfaction I DAT V A N D £ Trudng Dai hgc Xay dyng Miin Trung da vd dang tirng bude tgo lgp v| tri eiia minh Irong h i thong cdc Irudng dai hpe tgi Vigt Nam De l i n tai vd phit trien mdi trudng gido dye ngdy edng cgnh tranh mgnh me, Tnj-dng Dgi hge Xdy dyng Miin Tmng da tiln hdnh d i i mdi gido dye Irong d i phdt triin quy m i phii di ddi vdi ddm bdo chat lupng ddo Igo, vd sinh viin Id d i i tupng true tiip ctia qud trinh ddo tao, Id "sdn phim ehinh" vi vgy y kiln phdn h i i ctia sinh vien v i sy hdi Idng d i i vdl chit lupng dio tgo ctia nhi trudng luin cd y nghTa quan tn?ng vigc d i i mdi chat lupng dio tao d a Nhi trudng tuong lai Vi vdy, vige nghien ciru "mii quan he gitra chat lupng dieh vy dio tao va sy hdi long etia sinh vien Tnrdng Dgi hgc Xay dung Mien Trung" Id nhu eau d p thiet vd phii Ihyc hiin sdm nham giup lanh dgo nhd tardng dua cac quyit sdeh dung dan Nghidn ciru v i sy hai idng eiia sinh vien tai nude ngoii cd nghidn ctru ctia Diamantis vd Benos (2007)[7] tgi trudng Dai hgc Piraeus - Hy Lap chi rang eae bien gido dye, hinh anh vd danh tteng ciia khoa huu hinh, hdirp hdnh chlnh anh hudng den sy h i i idng cua sinh vien Cj nude, nghien ciru ve ITnh vyc cd nghiin ctru eua Nguyin Thinh Long (2006)[4] Igi Trudng Dai hoc An Giang chf rang cac bien tic dpng gim giing vien, co sd vat chll ' L6 Ode TSnr Ldp Cao hpe Qudn trj kmh doanh 2009 - Tnrdng Dgi hgc Nha Trang *TS Trdn Danh Giang' Trudng Dgi hpe Nha Trang TRUONG OAi HOC NHA TRANG • 149 Tgp chi Khoa hoc - Cong nghe Thuy sdn ttn d y , d m tiling; nghien ctru d a Tran Xudn Kien (2009X6] tai Tn/dng Dai hoc Kinh te va Ouan tti kinh doanh - Dai hoc Thdi Nguyen ch? ring eac t)ien t i c ddng g i m kha nang thye hien cam kit, sy nhiet tinh d a can bg va giang vi€n, co sd vdl d l t dpi ngu giang vien sy quan tdm d a n h i trudng tdi sinh vien, nghien ctru d a Nguyen Thj Thim (2010)[5] lai Trudng Dai hoc Khoa hoc ty nhiin - Dgi hoc Quoe gia TP.Hd Chi Minh chi eac biin tdc ding g i m sy phii hpp vd miJPc dp ddp img d a chuong ttrinh ddo tao ttinh va sy tan Idm d a giang vien ky nSng chung ma sinh vien dgt dupc sau khda hoc mirc dp dap ung, trang thiet bj phuc vu hoc tap dilu kien hpe tap anh hudng den sy hdi Idng d a smh vien Mye tieu nghien ctru ndy Id de xac djnh sy anh hudng cua cdc Ihanh phan chdt lucmg dieh vu ddo tgo den sy hdi long d a sinh vien Trudng Dgi hpe Xdy dyng Mien Tnjng II D O I TUQrNG VA PHlf ONG PHAP NGHIEN Cl/U Doi tuong nghien ciru D i i tuong nghien ctm Id chll lupng dao tao vd sy hdi ldng sinh vien tnrang Dai hoc Xay dyng Mien Trung Co so ly thuyet 2.1 Stf tiai long ctia khach hang (^ nhieu khdi nigm khdc ve sy hdi long nhu: theo Parasuraman (1994)[g] thi sy hdi long l i k i t qua tong hpp ciia C h l l lupng djeh vy Chat lupng s i n phim v i G i i Cdn theo Spreng vd d n g sy (1996)[10] thi sy h i i ldng khich hing Id Irgng Ihdi cdm xtic Ion ddng tdm tri d a hp sau sir dung sdn phim hay dich vy; theo Oiiver(1997} [8] sy hdi Idng la sy phdn trng d a ngudi lieu dung d i i vdi viec dupc ddp img nhung mong muon Khil nigm cd hdm y: sy hdi long chi'nh la sy hdi Idng d a ngudi tteu diing diing san phim (hoge dich vu) nd d i p ung nhirng mong muin eiia hp, bao gdm d mirc dd dap ung tren mirc mong muin, dudi mirc mong muin Hoac, theo Kotier (2001) thi su hai Idng id mue dp d a trang thdi cdm gidc d a mdt ngudi bat nguin tir vigc so sanh k i t qua thu dupe tir san pham vdi nhung ky vgng ciia ngudi dd[2] Trong nghien ctru ndy, sy hii Idng eua sinh vien dupc hieu Id mirc dp trang thdi d m xue d a sinh vien bit nguon tu viec so sanh ket qua thu dupc tt> dich vy ddo tao d a nhd tii/dng vdi nhung ky vpng d a hp tnrdc vao Irudng hpe 150 • TRUONG OAI HOC NHA TRANG S6 2/2013 2.2 Cac y4u td ca t>an du chat luung dich vy dao tao d^ tmc Theo quyet djnh 65/2007/QE>-BGDDT ban hdnh 01/11/2007 thi ed 10 tieu chuin dting de danh gid chit lucmg ddo Igo tgi d c tnrdng dai hpe Tuy nhidn, nlu nhin rUidn chat lupng djch vy ddo Igo tir phi'a k h i d i hdng (smh vien) ttii d yeu to chinh d u ttidnh chat lupng djch vy d i o tgo dgi hgc bao gim: ngirdi; ndi dung chi«mg ttinh phuong phip giang day; eo sd vgt chit Con ngi/at d ba yeu t i tren cd t h i de dang nhan yeu l i ngudi la yeu ^ quyet djnh hdng d i u , chi ptioi true ttip tdi chit lupng ddo tgo Y i u lo ngudi d ddy khdng chi ndi 6en dgi ngu giang vien ma tiao g i m d dpi ngu can bg phue vg vd quan ly Chat lupng bdi giang hoan lodn phu thudc vao yeu to gidng vien Chuong ttinh hay, ehuan nhung khdng cd dpi ngu giang vien chuin thi thit bgi De phyc vy eho mot gidng viin dtmg Idp, phai kem ttieo mdt d i i ngu phuc vy tir khau len chuang trinh, thdi khda bieu, chuin bj eo sd vdt c h i t thiit bj gidng dgy, Tire la c» d mdi da ngu phyc vy toin he thing Trinh dd chuyen mon d a giang vien, nang lyc nghiep vy d a can bp phuc vu Id then c h i t Nhtrng ngudi d i co chuyen nghiep, cd nd lyc lao ddng khdng, dieu kien lam viec d a hp ed lot khdng se t i c dpng quan ttpng den chat lupng ddo Igo Noi dung chuang trinh, phuong p/iap giiing d^y day la nhirng yeu to cd anh hirdng quan ttpng din diu d a nen giao due, dgc bigt la giao due dgi hgc ma coi viec tt/ hoc d a sinh vien la chlnh Ngi dung chuong ttinh dgt chuin quoe gia va khu vyc phirong phdp giang dgy tich cyc se kich ttiich sinh vien hpe lap sing tao, hang hii phit bieu, ttiam gia vdo bai giang va ngupe Igi Thiet ke nra dung chirong trinh va van dyng phuong phdp giang dgy phu ttiuic rat Idn vdo tiinh dp, nang lyc dpi ngu gidng vien nang lyc to chuc qudn ly d a nhd tti/dng Casa vat chat de ttiyc hiin chuong trinh dao tgo lot d n phii ed eo sd vgt chit di kem, t:ao gom hg thing giang dudng dupc Irang bi cac thiet bj dgy - hpe dong bp va hign dgi; eac phdng thi nghiifn, Ihyc hdnh dupc trang bj thiet b| nghien cuv va ttiye hanh kiai cdng nghg mdi; Thu vien d cdc djch VM dip ung nhu d u ngudi tim kiem ttidng tin Ddo Igo ttinh dai hpe yeu d u v|n dyng vdo ttiyc tten ddi hdi cao hem h i n so ven bge p h i ttidng Ngudi hgc g i n nhu budc vao Thye le' nghe nghigp ttdn giang dirdng Do vgy co sd vdt chit ky ttiugt dly dii va tten lien se dnh hirdng rit nhilu den viec dSm bao c h l l lupng dao tao So Tgp chi Khoa hoc - Cong nghe ThOy sdn 2/2013 2.3 Ciic yeu td (ic dgng den su" hai long cua sinh vien Theo Diamantas va Benos (2007) [7] cho rang sy hai long tong the cOa sinh vien bao gdm ede tteu ehi nhu ttong hinh 1: Su* bai l i n g t i n g th^ cua sinh vien in zn H i t r p li^nh chinh Hinh anh ciia Khoa Chmmg trinh dito tao Khoahpcdadgng Su xen phu cua chucmg binh -jicii Kien ttiiic nhan \aen Co so tnrang hpe Chuong ttinh dao lao - £ Thi ttudng vigc lam -\ ThiStbictoigTN Hogt dpng xiic tien { Gid ma cira phong TN Moi lien he vol thi ttudng vi8c lam S u dSy dli ciia Thu vien £}inh hudng nghe n e h i ^ Giang day Ki&i ttiuc ejang vien niuong[Mpsians KJ'nang ttuyen dgt oia giang vien Gidmd cua Thu vi&i He thing Thu vign d i d !£• Thil tuc cho mupn Khong gjan Thu vien Giang vien CO hihi Hiutfng phap danh gia Hinh I Cau triic thii' bac cic tieu chi sy bii long cua sinh vien 2.4 M6 hinh va glU thuyet nghien cuv Dya tren bg tieu chuin dinh g i i c h l l luong trudng dgi hgc cua Bd GD&DT)[1] vd k i t qud nghien euu eua cic tde gid Nguydn Thdnh Long (2006)[4], Tran Xuan Kien (2009)[7] v i Nguyin Thj Tham (2010)[5], Mil quan h i gii/a eac thdnh phan chat lupng djch vy dio tgo v i sy hdi long cua etia sinh vien Tardng Dgi hpe Xay dyng Mien Taing [3] dupc md phdng nhu sau: Chucmg trinh dao tgo Dpi ngu gidng viin Cff s& vgt ch^tphuc vg ^o tgo Ho trgf hanh chinh ^ ^ + ) H2(4>-^ H3eO^ H ( + ^ •^^r^^;^^ 5(f hai long cua sinh vien ve chat livffng dich vu dao tgo cua trircfng S^r quan tam cua nhd tru&ns t&i SV Hinh Mo binb mo phdng mai quan h$ giua cac phin cb^t lirgng dich vy dao t^o vil sy bii 15ng cua ciia sinb viin lYirdng Dai hgc Xiy dv^g Mi^n Trung TRUONG OAI HOC NHATRANG • 151 So 2/2013 Tgp chi Khoa hoc - Cong nghe Thuy sdn Dir ligu v i phiPong phdp nghien ciJu 3.1 DO'li$u nghiin cuv DH liiu nghien euu vdi kich thudc mlu Id 250 mlu (sinh vien eao dang chinh quy nam euoi) ehiem 10,42% sinh vien cao ding chinh quy ciia toin tnjdng (bao gdm: Khoa Xdy dyng chiem 39,6%; tilp den Id Khoa Kinh t i vdi 34.4% euii cimg la Khoa Ky thugt hg ting d i Ihj chiem 26,0%) Kit qud cua mlu the hign tinh dgi dign eiia mlu cho ting the 3.2 Phwong phap nghiin cim Nghien ciru dupe thye hign qua hai budc: nghien cdu so bp vd nghien euu chlnh thuc Trong nghien ciru so bd, sau xay dyng thang nhdp ban dau, tic g i i tien hdnh thdo lugn nhdm vdi 14 sinh vien id Idp taring ciia 14 Idp cao dang ndm cuii thuic Khoa Kinh te, Xay dyng vd Ky thudt hg tang thj; dong thdi tham khdo y' kien cCia mpt so giang vidn cd kinh nghigm gidng dgy tgi trudng Tir kit qua thdo lugn nhdm vd tham khao y kiin chuyen gia t i c gia tien hinh hieu chinh thang de hinh thinh ndn thang so b i Sau tten hinh nghidn etru thir nghigm de kiem d|nh thang vdi kich thude mlu la 100 sinh viin eao dang ehinh quy nam cuii thupe Khga Kinh t i , Xiy dyng v i Ky thudt hg tang thi Sau thu thdp dir lieu, thang sa bg dupc dinh gid sa b i thing qua h | s i ttn egy Cronbach Alpha vd phan tieh nhin t i khim phd EFA Tir dd higu chinh lgi bang d u hoi thdm d i vd Bdng Ma tr$n xoay nhdn to hinh thdnh nen bang d u hii ehinh thuc phyc vy cho nghien cuu chinh ttiuc Sau phan tieh hoi quy bii nhim xie djnh mire quan trpng eiia d c bien die l§p tham gia gidi thieh biln phy thuic III Ktl QUA NGHIEN CCfU VA T H A O L U A N Ket qud d i n h gia thang Kit qud phan tich hg so CnDnbach Alpha cho tirng nhan t i cho Ihly cde thdnh phin thang diu c i he so Cronbach Alpha > 0.7 ndn ede thang d i u dat tiiu ehuan H i s i Cronbach Alpha cua eic thdnh phin cy t h i nhu sau: thdnh phan "Chuong trinh dio Igo" = 0.894; thinh phin "Oii ngu gidng vien" = 0,890; thdnh phin "Co sd vdl ehat phyc vy d i o Igo" = 0.926; Ihanh phin "Hd In? hdnh chinh" = 0,866, thinh phin "Sy quan tdm eiia nhd Irudng tdi sinh viin" = 0,896 va thinh phin "Sy hdi ling cua sinh vien" = 0,840 Ding thdi, eic biln quan sit diu e i hg so tuong quan biin ting cao vd idn hon 0,3 ndn cdc biin deu dgt yeu d u v i dim bdo dd lin d y Do vay, d c thdnh phin ndy ed du dieu kign de tilp tye dupc sir dyng cic phdn tich tiip theo Phdn tieh nhdn t i khdm p h i EFA dupc su dyng tiep theo de gom cdc nhdn t i vd Ihu nhd dir lieu Kit qua phan lieh eho thay cic bien diu dupc gom igi theo diing nhu m i hinh dy kien ban diu Oieu niy cho thiy muc dO phii hpp ciia m i hinh nghien edu Id tuang doi cao phan tich nhdn to kham phd EFA Ttidnh phan Phong hgc duoc trang bj may chieu, chieu Phong hpe thoang mat iJam bao yeu clu cho ngoi Thtf vi$n dam bao khflng gian, ch5 ngii (3dp irng nhu c^u hpe tap ciia SV Phong thi/c hanh c6 dly du cac dgng cg dn thiet cho nhu cSuttiychanh ciia SV Phong hoc dim bao du im thanh, inh sing Thu vign di^n tu' giup cho vi^c tra ciru tii li^u de dang, nhanh chong Thu vi^n co nguon tai ligu tham khao phong phii Website ciiattudngdupc egp nhat Ihiring xuyen GV CO trinh dp sau rong ve chuyen mon giing d^iy GV CO phong each su phgm GV dam bao gid Ign lip va ke hogch giang dgy GV ci phuvng phap tmyen dgt tot, di hieu GV dcinh gii ket qua hpe tgp cong bang doi vdi SV GV sif dgng nhieu hinh thirc danh giS KQ hpe lap GV san sang chia se kienttiircva kinh nghidm GV Ihudng xuyen si> dgng cong ngh? thflng tin hfl trp cho vipc giang dgy GV cfl th^i dp luon gSn gui vi than thign vb'i SV 152 • TRLTONG DAI HOC NHA TRANG 0,801 0,798 0,791 0,790 0,760 0,742 0.741 0,719 0.795 0.723 0,718 0,716 0,670 0,636 0,628 0,594 0.555 S Tgp chi Khoa hgc - Cong nghe Thuy sdn Thinh phan Nhd trudng Iufln tim hieu tim tir, nguydn vpng SV 0,837 Nhdttudngto chucttiirdngxuy«i cac hogt dgng VH-TT nhdm dap img yeu cau giai tri ciia SV 0,835 Cac khilu ngi ciia SV duo'c nhattirdnggiai quyet thoa ding 0,802 Nha tnrong ti chirc Uiuwng xuyen cic bu6i sinh hogt chuyfln dl khoa hoc de dip img yeu cau hpe tgp nghien ciru cua SV 0.769 NhSttudngluon tgo Sm kign tot nhat cfl the cho SVttongqua trinh hpe tap 0.764 NhSttudngrat quan tamflendilu kign sing, hoc t|p cua SV 0,690 Nhittudngttiudngxuyen lo chirc cac buoi Ipa dam vdi SV de tim hieu tam tu, nguyin vpng vS nhirng kho khan ma SV gap phai 0,512 Chucrngttinhdao Igo (CTDT) dirpc thiet ke co the lienttiongvdi cac CTBT khac 0,849 Noi dung CTDT phii hpp vdi muc tieu dao tgo cua tirng nganh hoc 0,828 Noi dung CTDT cfl nhieu kienttiircdupe egp nhgt 0,799 C^u tnic CTDT linh hogt thu|n iai cho viec hoc tap ciia SV 0,693 Ty l§ phan bo giiJa lyttiuyetvd thgc hinh phii hpp vfli nganh hoc 0,614 Ngdnh dao t$o dap irng nhu cau nhan lyc cua XH 0,605 MucfifluCTDT cua nganh hpe ro ring 0,592 Nhdn vien hdnh chinh (NVHC) cd trinh dO chuyen mon dap irng yeu cau cong vigc 0,816 NVHC luon Ijch sy hfla nha vdi SV 0,796 NVHCttiyc hi§n nhanh chflng cic ySu clu ciia SV 0,750 NVHC luon sin sang giiip dd SV 0,703 Can bfl quan ly (BGH, Ban chii nhigm khoa) giai quyet thoa dang cac yeu ciu ciiaSV 0.631 Kit qua kiim djnh m i hinh bing h i t quy tuyen tinh bpi Kit q u i hoi quy tuyen tinh (bing 2) ed he s i xac dinh R= la 0.753 v i he s i xde djnh R^ dieu ehinh Id 0.748 Oieu ndy ndi len rang dg thieh hpp ciia md hinh Id 74,8% hay ndi each khic Id 74.8% d i bien thien eua biin sy hdi ling etia sinh vien (SAS) dupe giai Ihlch ehung bdi cde bien Irong md hinh Bang Ket qua hoi quy ciia md hinh M6 hinh R Rblnh phvcng R hi|u chinh Sal so trirc luptig cua ham s£ h6i qui mau Durbin-Watson 0.868« 0.753 0,748 0,28947 1,620 Bang Phan tich h# so hoi quy Bi6n Hf so h i i qui chira chuan hod H# Beta Sals6 H? s6 g6c -0.625 0,170 CTDT 0,358 0,043 DNGV 0,394 0,048 CSVC 0,169 HTHC QT He s6 hoi qui chuSn h o i Kiem dinh student i nghta Ihong kM Hg s6 Beta Thong ke cong tuyen Dung sai VIF -3,666 0,000 0,344 8,334 0,000 0,594 1,683 0,352 8,303 0,000 0,564 1,774 0,036 0,183 4,712 0,000 0,675 1,481 0,128 0,045 0,112 2,852 0,005 0,662 1,511 0,166 0,038 0,154 4,280 0,000 0,778 1,285 TRUONG OAI HOC NHA TRANG 153 Tgp chi Khoa hoc - Cong nghe Thuy sdn Theo ket qua d bang thi ta d dupc phuong trinh t h i hign m i i quan he giira c i c yeu to hinh ttidnh nen d i l t lupng djch vy ddo tgo vd sy hdi long d a sinh vien Trudng Dgi hpe Xiy dyng Mien Tmng nhu sau: SiF hai long ciia sinh vien (SAS) = - 0,625 + 0,358*CTDT + 0,394'DNGV + 0.169'CSVC + 0.128"HTHC + 0,165'QT Kel qua phan tich h i i quy d n g dio thiy m i hinh khing d hiin tupng da cpng ttjyin gitra cac bien dpe lap (VIF < 2) Trong nghien CCFU niy lac gid khdng tten hdnh kiem tra gia djnh v i hien tupng ta tuang quan gida d c nhieu vi dO lieu nghidn cuu ndy Id dir lieu khao s i t (du lieu eheo dieu tra tai mgt thdi diim) n i n hiin ttjpng ttj h/ong quan gitra d e nhieu Ihudng khdng x u l l hien Nhu vay, qua kilm tra edc gia ^inh d a md hinh hii quy tuyen tinh vdi k i t qua Id d e gia dinh deu khdng bj vi phgm Do dd, eac k i t qua d a m i hinh hoi quy l i ding tin d y IV KtJ LUAN Mue tteu chinh d a nghidn eiru Id xdc iSnh edc ttianh phin tie dgng din sy hdi ling d a sinh wen ve chat lupng djeh vu ddo lao cua Tnrdng Dai hpe Xdy dyng Mien Tnjng xdy dyng va danh gia cae ttiang ludng cdc tiidnh phin chat lupng d j d vy dao tao So 2/2013 Nghien cuu d l i rang phan t i c dgng manh nhit d i n sy hdi Idng d a sinh vidn la thdnh phin Odi ngu giang vien (P2 = 0,394); ttiu hai l i thdnh phin Chuong binh ddo Igo (pi = 0,358); ttiij ba id mdnh phan Co sd vgt chat phyc vy dio lao (P3 = 0.169); Uiu h i Id thdnh phin Sy quan tdm ciia nhd tnrdng tdi sinh vien (P5 = 0.165) v i euii cting Id ttidnh phin H i tn? hdnh chinh (p4 = 0,128) Kit qua ndy d i i ring, dpi ngu giio vien l i nhan t i quan trpng nhll, anh hudng quyet dinh den sy hdi Idng d a sinh vien d i i vdi chit lupng dao tgo tgi trudng Dgi hoc Xay dyng Miln Trung xep cuii cung la H i trp hanh chinh Do d i Tnrdng Ogi hgc Xay dyng Miin Tmng ndn quan tam nhilu vao vi$c ndng cao chit lupng gidng dgy, d i i mdi chuong ttinh dao tgo Nghien cdu ngdy d diem ban c h l la diua dua dupc ket qud so sdnh ve d l t lupng ddo tgo d a Trudng Dai hpe xdy dyng Mien Tmng vdi cic tnrdng dgi hoc khac tten dja t)in miin Trung Tay Nguyen ndi rieng vd tt^n phgm vi d nude noi chung vd phgm vi nghidn ctru d n hgp, d i dimg lgi d vigc ludng tim hilu mil quan he d a sy hai long d a sinh vien vd d e phin chit lupng djch vy d i o tao T4I LI$U THAM KHAO Tieng Vift Bg Giao due va Dao tao (2007) Quyit dinh so 65/2007/QD-BGC»DT cua Bp truong Bg GD&BT v& vice Ban hanh Quy 6\Dh ve tieu chuan danh gia chat lugng truong dai fagc HuynbE>oan Thu Tbao (2010), Phan tich cac yeu to amh hucmg den sir hai long khach hang sii dung san phim can hg chung or ciia Cong ty Kinh doanh va phat trien nha Khanb Hoa, Luan van Thae si Truong E>ai hgc Nha Trang Le Dire Tam (2012), Moi quan h^ giira chit lirgng d|cb vu dao tao va su hai long eua sinh vien Truang Dai hgc xay dung Miea Trung, Luan van Thae M Truong Dai hgc Nha Trang Nguyen Tiianh L.ong (2006), Sir dung thang SERVPERF d6 danh gia chat lugng dao tao dai hgc tai trucmg £)ai hgc An Giang Bao cao nghien cuu khoa hgc Truang Dai bge An Giang Nguyen Thj Thim (2010), Khao sat su bai long eua sinh vien dfli voi boat dgng dao tao tai trudng Dai hgc Khoa hgc Tu nhien, Dai hgc Qu6c gia TP HCM, Luan van Thae si, Vi^ E>am bao Chat lugng Giao dye, DHQG Ha Ngi Tran Xuan Kien (2009), E>anh gia su hai long eua sinh vien vk chit luong dao t?o tai Trudng Dai hge Kinh te va Quan tri Kmh doanh - Dai hgc Thai Nguyen Luan van Tb?ic sT, Vien Dam bao Chit lugng Giao due DHQG Ha Ngi, TlengAnh Diamantis, G.V and VK Benos (2007), Measuring Smdent Satisfaction wifli their Studies in an Intemanonal and Europcm StudiesDepartment,OperationalResearch.AnIntemational Journal, Vol.7, No 1,47-59 Oliver R.L and Satisfaction, A Behavioral Perspective on the Customer Irwin McGraw Hill (1997) Parasuraman, A Berry L L & ZeithamI, V.A (1994) Mort on Improving Service Quality Measurement Joumal of Retailing 69(1): 140-17 10 Spreng RA and Mackoy R.D (1996) An Empirical Examination of a Model of Perceived Service Quahty and Satisfactwa Joumal of Retaihng, 72 (2): 201-214 154 • TRUONG OAI HQC NHA TRANG ... 0,866, thinh phin "Sy quan tdm eiia nhd Irudng tdi sinh viin" = 0,896 va thinh phin "Sy hdi ling cua sinh vien" = 0,840 Ding thdi, eic biln quan sit diu e i hg so tuong quan biin ting cao vd... H3eO^ H ( + ^ •^^r^^;^^ 5(f hai long cua sinh vien ve chat livffng dich vu dao tgo cua trircfng S^r quan tam cua nhd tru&ns t&i SV Hinh Mo binb mo phdng mai quan h$ giua cac phin cb^t lirgng dich... su" hai long cua sinh vien Theo Diamantas va Benos (2007) [7] cho rang sy hai long tong the cOa sinh vien bao gdm ede tteu ehi nhu ttong hinh 1: Su* bai l i n g t i n g th^ cua sinh vien in zn