sir DUNG MO HINH SERVPERFflANH GIA MirCflO HAI LONG CUA SiniH VIEN VlCHllTlllGDJIflTAOVJlOtXUllTCllCGIJilPHAPIHilCOilYMVlENHOGTllPlk Q PGS TS l i PHUC^C L U Q N G * Trong gido dye (GD) dgl hpc (DH) hl[.]
sir DUNG MO HINH SERVPERFflANH GIA MirCflO HAI LONG CUA SiniH VIEN VlCHllTlllGDJIflTAOVJlOtXUllTCllCGIJilPHAPIHilCOilYMVlENHOGTllPlk Q T rong gido dye (GD) dgl hpc (DH) hl^n nay, ede nhd hudng dang chO hQng d^n vol Ird cua sinh vIdn (SV) hong qud htnh ddo h;io (DT) Quon ni^m SV Id trung tdm (TT), Id khdeh hdng dOc bi^t cua qud trinh DT dang ngdy m^t du9c khdng djnh ed h-ong If lu$n vd ihi/e tiSn Ch^ft lupng DT cua nhd hvdng cdng ttft boo nhldu ih) SI/ hdi Idng cOa SV cdng eoo hdy nhldu; h> dd, SV s8 h/ hn, eho d$ng vd Hch ci/c hem hong qud hinh hpc tip Do dd, vi$e ddnh gid si/ hdl Idng cOo SV vd chdt luiTng DT s9 gdp phdn Idm CO sd eho v l ^ dd xu^l ede gidi phdp thue ddy SV hgc ldp tit Old) Ihi^u vi md hinh SERVPERF D(/a tr6n md hinh (MH) SERVQUAL cOa Porasuraman, Cronin vd Taylor (1) da nghidn ei>u vd dS xueft MH SERVPERF Ttieo M H SERVPERF, chol lugng cuo m$l djch vi/ Id muc d$ edm nhdn cuo khdeh hdng vi djeh vy dd M H ihang SERVPERF ed 22 cdu hdi vdi thdnh phdn eo bdn, gdm: - Phucmg ti§n hOu hinh; - Tin c$y; - Ddp i>ng; - Ndng li/e phyc vt/; - Ddng edm Tucmg h/ khdi n l ^ djch vv vd chdt lin/ng djch vv, h i ^ noy dd ed nhidu quan ni$m khdc nhou vd sv hdi Idng d k i khdeh hdng Theo Parosuroman vd Spreng th) sv hdl l^rg cOo khdeh hdng Id phdn i>ng cuo np vd st/ khde bl^t edm nh$n glOo kinh nghigm dd bidt vd si/ mong dpi (2), (3), ho^c theo l^itler vd Keller ihl si/ ndl Idng Id mt>e d$ cua h-png thdi edm gidc cuo m$t ngudi bdt ngudn h> vi$e so sdnh giuo si/ edm nhQn vd nrt^t sdn phdm so vdl mong dpi cOa ngudi dd Tuy chdt lupng djch vy vd si/ hdi Idng eOa khdeh hdng td nhOng Ichdi ni$m phdn b l ^ nhung cd mdi quon h$ mdt thi^t vdl Chdt lupng djeh vv Id n^t khdl nl$m khdeh quon, cd Knh lupng gid; edn sv hdl Idng Id si/ kdt hpp cOa cdc thdnh phdn eho quan, di/a vdo edm gidc vd edm xOc Theo Oliver, chdt lupng djch vy dnh hudng ddn mOc d$ hdi Idng cOa khdeh hdng, nghTa Id chdt PGS TS l i PHUC^C L U Q N G * lupng djch vy dupe xdc ^ n h bdl nhldu ydu td khde vd Id nhdn td quydt djnh ddn sv hdi Idng (4) Nhu v ^ , mudn ndng cao sv hdl Idng cua khdeh hdng thi cdc nhd cung t/ng djch vy phdi ndng cao chdl lupng djch vy M H SERVPERF ddnh gid sv hdi Idng cOo SV (tqi Trvdng D H N h a Trang) vd k^r qud thu dupe 1) Phvong f^dp (PP) n^lSn eiht Phdi hpp nhldu PP, h'ong dd nghidn ci>u djnh tfnh bdng n thudt troo ddl, thdo Tudn kdt hpp vdl thdo ludn nhdm nhdm khdm phd vd didu chfnh cdc bldn quon sdt dupe su dyng Irong v l ^ ludng ede ydu td cOa M H Cdc bldn quan sdt s8 A ^ bd sung, ehlnh sua cho phO hpp dd xfiy dyng bdng cdu hdi eho qud h'tnh nghldn cuu i^nh lupng Nghidn cihj djnh lupng dya h ^ di? I l ^ ihu dupe h> bdng h^d Idl edu hdi cua SV Sau md hda vd Idm spch $dli$u, su dyng phdn mdm SPSS.17 dd phdn tfch sd ll^u (nhu thdng kd md td, ddnh gid d$ hn cdy Cronboeh's Alpha cua cdc thana do), phdn Ifch nhdn td khdm phd (EFA), phdn Keh hdi quy vd cdc kidm djnh M H Cdu hdl cOa ode thong dupe thidt kd theo kidu thang Ukert vdi didm phdn bl$h /fodn todn it/idng dOng, khdng dOng; f^dn vQn/chua hSn dung; ddng; hodn todn aOng Mdu n ^ l d n ei>u dupe ^ iheo ?9 phdn tdng bdn ngdu nhldn cuo khda hpc lldn Hdp h?l Trudng DH Nha Trong Id (ndm 1); 51 (ndm 2); (ndm 3) theo khdi ngdnh DT: khdi Xd hdl Nhdn vdn vd Kinh td, Khdi Krihudtvd Cdng nghd Tdng sd phldu didu ho: 1550 p h i ^ qua xi> l[ cdn Ipl 1513 phidu hpp 1$ (chldm 97,d1 %) Phdn bd sd phidu hiong ddl ddng ddU theo khdi ngdnh, hong dd: khdl ngdnh Xd h f Nhdn vdn vd Kinh td: 7 phidu; khdl ngdnh MT thuptvd Cdng ngh$: d phidu ^ Trdn CO sd Ir thuvdt vd thyc HSn vd chdl lupng djch vy, thang chd't lupng hong G D DH da siJ 'IMuBfilfcNhaTnv Tap chi filiO due s6 (in a - 7/aoi«) dyng vd ngodi nude, h> kdt qud nghidn cuu so bd, M H nghidn cuu ban ddu v l sy hdi Idng eOa SV ddi vdf chdt luong DT cOa nhd frudng gdm thdnh phdn (hoy thong do) cdu thdnh, cd dnh hudng ddn chdt lupng DT cuo nhd hudng Id: sv tin cdy (gdm bidn quon sdl, thd hi§n d khd ndng chdc chdn thyc hidn djch vy theo dung cam kdt cuo nhd hudng ddi vdf SV); sy ddp ung (gdm bldn quan sdt, thd hien sy mong mudn, khd ndng s5n sdng ddp ung, cung cdp djch vy kjp thdi cOa nhd trudng cho SV); ndng Ivc phvc vv (gdm 14 bidn quan sdt, thd hl^n d hinh d$ diuydn mdn cOa G V , cdch Idm v i ^ t$n Hnh cuo cdn b$ nhd trudng ddl vdl SV), sy ddng cam (gdm bldn quan sdt, thd hl^n d sy quon tdm, thdu hidu nhung mong mudn, mdi quan tdm cOo h>ng SV); phuong tl^n hChj hinh (gdm bidn quon sdt, thd h i ^ deo sdvdt e h ^ , hang ihi^ bj cua nhd hudng) Ndm thdnh phdn ndy dupe thidt kd theo dgng thong SERVPERF Thang sy hdi Idng cOa SV cd d b i ^ quan sdl Tl^ngdc Tli.c»y CMpAig Cnin6wh'« SdUIn ktalM > 0,810 e D.T34 SS " =*,*, rUnoKic o,6tn 01 Phuong «tn hOuhlnh a7i4 HtiUng cGsSV ft7B7 KClqui CAn Ifl bc/i3p.NhantS4g6m4 biln s6' llln quan din chuong trinh G D cOa nhd hvdng, gpi Id nhdn t^ Chuong trinh GD Nhdn t^ g i m blln s6 Id nhdn l l Trinh d? cua CV Nhdn l l g i m blln s i Il3n quan din TT mdy Knh cua Nhd trudng, gpi Id nhdn t l TT mdy tinh Nhdn Kf g i m blln s i liln quon clln hcKjl d|ng cOo thu vl|n, gpi Id nhdn t l Thu vlin; nhdn l l g i m blln s i Tiln quan din hogt cl|ng ci}a cdc phdng tht nghi|m, ihi/c hdnh ^ , TH) cOo Nhd trudng, gpi Id nhdn t l Phdng TN, TH Tdm nhdn t l ndy sS Id biln s i d | c l | p MH h i l quy vdi biln s i phg thu|c Id biln s i hdildng cOa SV Vi vOy, M H nghlln cihi cdc y l u t l tdc d|ng vd dnh hudng d i n si/ hdi Idng cOa SV v l chll lupng DT cua nhd trudng dupe ihill k l theo MH mdi dull ddy (xem so do): CAn l»l biln quvi i t l , etc ht ãÊ kfOiô qiiM biln - ting Olu Mn hon OJO vtittlnclvMnhonOJO Cti bXn quwi t t l etc h | • £ uong quwi b » i • A i a diu M l hon 0,30 vt df KnctvcOnoWn hon 0.00 21 Kit qud thu duac 'Kgl qud ddnh gtd cdc thang do:TCl3ibiin quon sdt (sou lopi blln so) cOa thang thdnh p h i n cd Idc dung dnh hudng d i n si/ hdl Idng cOo SV v l chd't lupng DT cOo nhd hvdng, chOng tdl da tlln hdnh phdn h'ch cdc nhdn t l , kit qud Ihu dupe: - H | so KMO |Kaiser-Meyer-Olkln) bdng 0,928 (ihda man:o.5 < KMO < 1) vd kllm tra Iheo Bortleft vol muc kilm djnh sig = 0,000; - Gidi thfch biln lupng ting c0ng trfch du