1 %r''''S^ PHAM BiCH THOY DANH GIA sy HAI LONG COA NGU''''b''''l HOC D^ NANG CAO CHAT LLTONG GIAO DUC PHAM BiCH THOY** T 6 M T A T Sw hii tdng eua ngwdi hoc doi vdi dich vu giio due li thwdc do chit Iwang cija[.]
1 %r'S^ PHAM BiCH THOY DANH GIA sy HAI LONG C O A NGU'b'l HOC D^ NANG CAO C H A T LLTONG GIAO DUC PHAM BiCH THOY** T6M vu dupe thua nhdn trdn pham vi todn d u Hiep djnh ehung v l Thuang mai dich vy (GATS) eua WTO (To chue thuang mgi thi gidi) eQng khdng dua djnh nghTa ve djch vy ma chi lipt ke cdc Iogi djch vy Trong do, djeh vy gido dye Id mpt 12 nganh Idn vdi phdn nganh trdn tong so 155 phdn nganh (djch vu gido dye tilu hge, djch vu gido dye trung hge, djeh vy gido dye dgi hge, djch vu gido dye ngudi Idn, edc djch vy gido dye khde) Nlu gido dye Id mgt djeh vy thi ngudi hgc Id khdch hdng, Sy hdi Idng eua ngudi hge doi vdi djch vy gido dye la thudc ehit lugng eua djeh vy Oanh gid sy hdi Idng eua ngudi hge dli vdi djeh vy giao dye la ca sd thye tidn de eai tiln qua trinh gido dye ndng eao chat lugng gido dye TAT Sw hii tdng eua ngwdi hoc doi vdi dich vu giio due li thwdc chit Iwang cija dieh vu Danh gii sw hai Idng eua ngwdi hgc ddi vdi djch vu giio due li ca sd thwc tien di cai tien qui trinh giio due, ning cao chit Iwgng giio due Ho^t dgng niy da dwgc thwc hidn a nhieu nai tren thi gidl eung nhw tai eae trwdng cao ding vi dai hgc eua Viet Nam Bii viit di xuat y twdng thwc hign vide dinh gii sw hii long eua ngwdi hgc ddi vdi cic djch vu giao due mi Truing Cin bd quin ly giio due Thinh Hd Chi Minh cung cap giai doan vira qua vi dinh hwdng hoan thi$n qui trinh dao tio bdi dwdng cua nhi trwdng thdi gian tdi Ban Chap hdnh Trung uang khda XI da ban hanh Nghi quyit Hdi nghi lan thu tam (Nghj quyit so 29-NQ/TW) vdi ndi dung: "Doi mdi can ban, todn dien gido dye va ddo tgo, ddp dng yeu elu cdng nghipp hda - hien dai hda dieu kidn kinh t l thj trudng djnh hudng xa hdl chu nghTa va hgi nhap quoc tl" Muon vdy, nln giao due Vidt Nam can hodn thien mang ludi eac ca sd giao dye, ndng eao chat lugng giao dye dao tao dap ung nhu d u cQa xa hdi eua ngudi hgc Tren t h i gidi nam 2004, Ali Kara cua Dgi hgc York Campus bang Pennsylvania va Oscar W DeShields, Jr cua Dgi hge Northridge, bang California, cd bdi nghien cuu Business Student Satisfaction, Intentions and Retention in Higher Education: An Empirical 16 Investigation (Ali Kara, 2004) Nghien euu ndy tdp trung vdo mdi quan he giua su hdi Idng cua sinh vidn kinh doanh va myc dich eua sinh vidn hpe tai mpt trudng dai hge hay eao dang Tae gia eho rdng vipc gidm s l Iupng eua khda hpe hay sinh vien bo hpc giua ehung cd lidn quan den sy hai Idng cua sinh vidn Nghidn cuu cung d p mpt s l rat dang quan tam dd la han 40% s l sinh vidn hpc dgi hpc nhung khdng h i lay dupc bang d p , s l sinh vidn ed 75% bd hpe Dich vy thudng duac d l cgp din vdi vj tri Id mgt ba khu vye eua nln kinh t l (cung vdi ndng nghiep va cdng nghipp) Trong ca elu cua mdt nln kinh te hien dgi, khu vyc djch vu ed val trd ngdy cdng quan trpng Tuy nhien, thuc tiln hien nay, chua cd mpt djnh nghTa thong nhat v l djeh ''*Tiln sT, Tru'dng C^n bg quan ly gi^o dycThlinh Ho Chi Minh 35 TAP CHl KHOA HOC QUAN LY GIAO DUC nam dau dgi hpc Bang mdt nghien cuu thue nghidm trdn 160 sinh vien nganh kinh doanh tai mdt trudng dai hpc d phia nam trung tdm bang Pennsylvania, tde gia da chi rdng qud trinh hge dgi hpc cua sinh vidn lien quan din su hai Idng va y djnh tilp tyc theo hpc tgi trudng dai hpc dd Tdc gia cung da dua ldi d l nghj doi vdi Ban gidm hieu cdc ea sd gido dye ndn dp dgng edc nguyen tae djnh hudng sinh vien nhu mdt khach hdng d l lam tang Igi nhuan cQng nhu tang ehdt lugng dao tgo eua nha trudng Mdt nghien euu khac ve sy hai Idng eua smh vidn Id Measuring student satisfaction with their studies in an Internationaland European Studies Departerment (Oanh gia sy hdi Idng cua sinh vien tai Khoa Quoc t l vd Chau Au hpc) dupe tde gid G,V Diamantis vd V.K Benos, trudng dgi hpc Piraeus, Hy Lgp thyc hien nam 2007 Tae gia cho ring su hdi idng eua sinh vidn v l khda hpc Id rat quan trpng vd su hdi Idng ndy phy thugc vdo nhieu yeu td nhu ehuang trinh dao tgo, ede mdn hgc dugc giang dgy, dgi ngij giang vidn gido trinh, kinh nghiem xa hdi vd kinh nghipm tri tue ma ca sd gido dye cung cap eho sinh vien De ddnh gid sy hai Idng cua sinh vien tac gia sd dung phuang phdp ddnh gia sy hdi Idng khach hang MUSA (Multicriteria Satisfaction Analysis - phan tich sy hdi long nhilu tidu chi) bao gom tidu chi: Giao dye, Ho trg hanh chinh, Huu hinh, Hlnh anh va danh tieng cQa khoa S l 02/2014 Hoa Ky Giang vien cdc trudng cung difgrc mdi tham gia Ve thang do, edc nhd nghien euu da hidu ehinh SERVQUAL hai ]^ phdn: ky vpng vd cam nhgn mpt thang nhat bang edeh dua edc cau hdi v l chSt luang cd dugc thdp han hay eao han mong dgi (SERVQUAL dugc ghep tu tu : Sen/ice - Djch vy vd Quality - Chit lugng Tac gia !a Parasuraman 1985) Thang ndy dd duvc mpt so nhd nghidn euu trude dd su dung Cae bien kilm sodt ehu ylu nghien euu Id cac biln nhdn khlu hpc: kinh nghilm hge tdp, kit qua hgc tap vd cam nhdn cua sinh vidn ve su danh gia cdng bang eua nhS trudng; khoi lupng cdng vipc; kinh nghigm eua giang vien Kit qua phdn tich du li$u h6i dap cho thay tir phan ly thuylt cua SERVQUAL chl edn thdnh phln du tin c^y vd ed gid trj phdn biet, dd Id: (1) Cdm thong; (2) Ndng lye dap ung vd Tin cay; (3) Phuang tipn huu hinh (mdi trudng hpc tdp, Iam vipe) Sy cam thdng vd quan tdm cfia giang vien den sinh vidn Id ylu t l quan trgng nhat cho ddnh gia chat lupng Ngoai ra, cac bien kiem soat sau Id cd y nghTa tac ddng den chat Iupng djeh vy cam nhgn cua sinh vien: (1) Gidi tinh; (2) ndm hpc tap cOa sinh vidn tai nha trudng; (3) mdc cdng bang ddnh gid cua giang vidn Tgi Vi$t Nam, dau tidn phai k l den c6ng trinh nghidn cuu Danh gii chit Iwang dao tao tir gdc dd cwu sinh vidn cua trudng £)?/ hgc Bich Khoa TP.Hd Chi Minh eua hai tdc gia Nguyen ThQy Quynh Loan vd Nguyin Thj Thanh Thoan duge thyc hipn thang Mpt nghidn euu vdi ed mau 500, Snipes, 12/2005 Cdng trinh nghidn cdu trinh bay kit R.L & N.Thomson bdi viet An Empirical qua danh gid chat luang ddo tao tu gdc dO stuy of the factor underlying student serwce cuu sinh vidn cQa trudng Dgi hpc Bach khoa quality perceptions in higher education dang TP.Ho Chi Minh d cde khia canh: Chuang trdn Leadership Journal nam 1999 da tim hilu trinh ddo tgo Dpi ngu gidng vien Ca sd v|t cde nhdn to tdc dpng din chit lugng cdm chat va kit qua dao tao nhdn dao tao dgi hpe eua sinh vien qua dilu tra y kiln sinh vidn 06 trudng dai Tdc gia Nguyen Thanh Long vdi bai vilt hpe ed quy md vua vd nhd bang cua SO dung thang SERVPERF di danh gi^ PHAM BICH THUY chit lux^ng dio t^o d^i hgc tai trwdng D$i hgc An Giang (4/2006) Bdi vilt su dung thang SERVPERE nghidn cdu sy hdi Idng cua ngudi hpc v l chdt lugng gido dye ddo tgo tgi Trudng Dgi hgc An Giang (SERVPERE dupc ghep tu td: service vd perfomnance - based Tdc gia Id: Cronin & Taylor 1992) Bdi vidt neu ylu to tde ddng din sy hdi Idng eua ngudi hpc: Phuang tien hdu hinh (Tangibles), Tin cdy (Reliability), Ddp dng (Responsiveness), Ndng Iuc phye vy (Assurance), Cam thdng (Empathy) Nghidn cdu dugc thyc hien qua budc nghidn cuu thu nghidm vd chinh thue trdn 635 sinh vidn cua khoa: Khoa Su pham; Ndng nghigp - Tdi nguyen thidn nhien; Ky thudt - Cdng nghg mdi trudng vd Kinh t l Quan tri Kinh doanh o l tdi "Nghidn cwu vi chit Iwgng dio t^o cua khoa Kinh ti vi Quin /y theo md hinh chit iwgng dich vu SERVQUAL" cua tac gia VQ Tri Todn da su dyng md hinh SERVQUAL cua Gronroos de dua md hinh chat Iupng djch vy ddo tao bao gIm ylu t l Md hinh ndy dd Suae tde gia thu nghidm tren todn bg sinh vidn hai khda 47 vd 48 (299 sinh vidn) dang theo hpc tgi khoa Kinh te va Quan ly, trudng Dgi hgc Bach khoa Ha Npi Nghien euu su dyng thang Likert gom mde dg: Id hodn todn phan dli vd Id hodn todn dong y Nghidn cdu cdn khdng djnh md hinh SERVQUAL cua Gronroos rlt hdu ich vide ddnh gia ehdt lugng djeh vy ddo tao Tit ea ede m l i lien he md hinh deu ed y nghTa kit qua nghien edu Nghien edu sy hdi Idng cua ngudi hoc d ITnh vye giang dgy, tdc gia Trdn Thj TQ Anh vdi lugn vdn thge sT Nghien ciru dinh gii chit Iwgng giing d^y d^i hgc t^i Hgc vign Bio chi vi Tuydn truyin bao vd ndm 2008 dd Idm ro khdi nigm "chit Iwgng ho^t ddng giing d g / f^LrdC chap nhdn nhu t h i ndo tgi Hgc vipn Bdo chi vd Tuydn truyin, sau d l nhung tidu chi, phuang phdp tilp cgn vd cdng cy ddnh gid de Iudng chit lugng hogt dgng giang dgy tgi Hpe vipn Ooi vdi ddnh gid ehdt lugng giang dgy mdn hgc, nghidn cdu dua tieu ehi ddnh gid Id: Myc tidu mdn hgc, Phuang phdp giang dgy, Ndi dung mdn hgc, Tdi lipu hge tap vd Hogt dpng kilm tra, ddnh gid Sau dua cdc tidu ehi vd ede chl s l tde gia dd thilt Idp ndn bang hoi ddnh gid chit iupng giang dgy mdn hpc gIm 10 cdu hdi theo thang Likert mdc dd vd tiln hdnh lly y kiln dugc 1764 sinh vidn td 27 Idp thugc 15 khoa eua hpc vidn d l ddnh gid chit lugng giang dgy 46 mdn hgc Trdn ddy mdi chi Id mgt buc tranh tong quan sa bg ve cdc nghidn cdu lidn quan din ddnh gid sy hai Idng cQa ngudi hge ddi vdi djch vy gido dye tgi mgt s l trudng dai hpc cua Vipt Nam va t h i gidi tiln hdnh Ody Id ca sd xult phdt dilm cua suy nghT vd hdnh dOng xdy dung mpt thang ddnh gid sy hdi Idng cua edc hpc vidn trudng Cdn bd quan ly gido dye Thdnh phi H i Chi Minh dli vdi hogt dpng dao tgo, bli dudng cua nhd trudng Trudng Cdn bp quan ly gido dye Thdnh H i Chi Minh Id dan vj sy nghigp trye thugc Bg Giao dye vd Odo tgo Trudng ed chuc ndng ddo tgo, boi dudng dgi ngQ cdn bg, edng chdc, vidn ehde ngdnh gido dye (ehu y l u a dja bdn phia Nam) Han 35 ndm qua, nhd trudng dd cd nhung bude phdt trien ca ban, todn didn vd thu dupc nhdng kit qua dang khich Ip Nhd trudng Id trung tdm ddo tgo bli dudng can bd quan ly vd vidn chdc giao dye cdc d p ; gdp phln ndng cao nang Iye, nghipp vy quan ly cho ddi ngQ can bp quan ly cua ngdnh, xdy dyng khoa hge quan ly gido dye vd tham gia tich eye vdo vipc giai quyit nhdng vdn d l thye tiln ddt tTnh vyc quan ly gido dye TAP CHl KHOA HOC QUAN V