DUY TAN UNIVERSITY INTERNATIONA L SCHOOL graduate thesis MEASUREMENT STUDENTS SATISFACTION ABOUT THE QUALITY OF EDUCATION AT MAI HOUSE ENGLISH Majors BUSINESS ADMINISTRATION PSU Instructor Huynh Linh.
DUY TAN UNIVERSITY INTERNATIONA L SCHOOL GRADUATE THESIS MEASUREMENT STUDENT'S SATISFACTION ABOUT THE QUALITY OF EDUCATION AT MAI HOUSE ENGLISH Majors : BUSINESS ADMINISTRATION- PSU Instructor : Huynh Linh Lan MBA Student : Nguyen Thi My Linh Class : K25PSUQTH6 ID : 25202105397 Da Nang, 2022 ABSTRACT This study measurement of student satisfaction with the quality of education at Mai House English The study focuses on the factors like education program,teachers, teaching method, textbooks and study references, infrastructure, management and training service Students’ response measured through an adapted questionnaire on a 5-point likert scale The sample size of the study consisted of 200 students who have been studying at Mai House English and over 14 years old The results of analysis reveal that all attributes have significant and impact on student satisfaction about the quality of education at Mai House English After measurement of student satisfaction about the quality of education at Mai House English I have given the causes and solutions, this is a valuable source of information, helping Mai House English improve the quality of education to improve student satisfaction DISCLAIMER I certify that the attached thesis is my original work No other person’s work has been used without due acknowledgement Except where I have l clearly stated that I have used some of the this material , it has not been presented by me for examination in any other course or subject at this or any other institution I understand that the work submitted may be reproduced or communicated for the purpose of detecting plagiarism I understand that should this declaration be false, I am libel to be penalized under the Duy Tan University regulations Signature: Date: ACKNOWLEDGEMENTS Firstly, with the deepest and most sincere affection, allowing me to express my gratitude to all the individuals and organizations who have facilitated support and assistance throughout the learning and research process During the time when I started studying at the school, I have received a lot of attention and help from my teachers and friends With deepest gratitude, I would like to send to all the teachers in Duy Tan University who have conveyed this valuable knowledge to us during their time at the school Thanks to the guidance and instructions of the teachers, my research project can be completed well I would like to express my sincere thanks to Huynh Linh Lan, MBA, who has directly helped, cared and guided me to successfully complete this report in the past She gave me moral support and guided me in different matters regarding the topic She had been very kind and patient while suggesting to me the outlines of this project and correcting my doubts I thank her for her overall support My 3-month internship at Mai House English has come to an end I would like to express my sincere thanks to Mai House English Thank teacher Tran Thi Mai for giving me the opportunity to practice here, and thank you, teachers, for helping me overcome difficulties I express my deep gratitude and appreciation to those who agreed to participate in this project, for their time expended and courage in sharing their insights with me Last but not the least I would also like to thank all of my friends, family members for encouraging and supporting me whenever I needed them Thank you sincerely! TABLE OF CONTENTS DISCLAIMER ACKNOWLEDGEMENTS TABLE OF CONTENTS .4 LIST OF TABLES LIST OF FIGURES CHAPTER INTRODUCTION 1.1 REASON FOR CHOOSING THE RESEARCH TOPIC 1.2 AIM OF THE RESEARCH 1.3 RESEARCH QUESTIONS 1.4 SUBJECT AND SCOPE OF RESEARCH 1.5 RESEARCH METHODS .2 1.5.1 Data collection method 1.5.1.2 Analytical methods 1.5.2 Questionaire .3 1.6 STRUCTURE OF THE RESEARCH 1.7 LITERATURE REVIEW CHAPTER LITERATURE REVIEW .6 2.1 THEORETICAL BASIS 2.1.1 Overview of the quality of educational services 2.1.1.1 Definitions of education 2.1.1.2 Definitions of service quality 2.1.1.3 Definitions of quality of educational services 2.1.2 Find out about the satisfaction level of customers who are students .8 2.1.3 Satisfaction classification 2.1.4 Theoretical basis for research model 11 2.1.4.1 American Customer Satisfaction Index 11 2.1.4.2 European Customer Satisfaction Index 12 2.1.5 Previous Researches 12 2.1.5.1 Evaluation of students' satisfaction with teaching activities of lecturers of Soc Trang College of Pedagogy (Nguyen Bich Nhu 2019) 12 2.1.5.2 Researching the factors influencing the satisfaction of master students at VNU School of Interdisciplinary Studies (Huy Thuong Do and Nguyen Thi Phuong Hong in 2019) .14 2.1.5.3 Research on the relationship between training service quality and student satisfaction at Tan Trao University (Nguyen Khai Hoan, Nguyen Phuong Thao in 2017) 15 2.1.6 Proposed Research Model 17 2.2 RESEARCH MODEL 18 SUB-CONCLUSION CHAPTER .21 CHAPTER COMPANY INTRODUCTION AND RESEARCH METHODOLOGY .22 3.1 COMPANY INTRODUCTION 22 3.1.1 The history and development of company 22 3.1.2 Services of company 23 3.2 RESEARCH METHODOLOGY .23 3.2.1 Secondary data 23 3.2.2 Primary data 23 3.2.2.1 Quanlitative Method .24 3.2.2.2 Quantitative Method .27 3.2.3 Sample Method 27 3.2.3.1 Sample Quantity: 27 3.2.3 Data Analysis 28 3.2.3.1 Building the scales .28 3.2.3.2 Explain Mean Index 32 SUB-CONCLUSION CHAPTER .33 CHAPTER RESEARCH RESULTS 34 4.1 CLASSIFY SECTION AND PERSONAL INFORMATION SECTION 34 4.2 ANALYZE SATISFACTION OF STUDENTS WITH FACTORS BASED ON THE MEAN INDEX 38 4.2.1 Education program factor 39 4.2.2 Teachers factor 40 4.2.3 Teaching Method factor .42 4.2.4 Textbooks and study references factor 43 4.2.5 Infrastructure factor .44 4.2.6 Managements and training service factor 45 SUB-CONCLUSION CHAPTER .47 CHAPTER CONCLUSION AND RECOMMENDATIONS 48 5.1.1 Solutions for Education Program 48 5.2.2 Solutions for Teachers 49 5.2.3 Teaching Methods 49 5.2.4 Textbooks and Study References 50 5.2.5 Infrastructure 51 5.2.6 Management and Training Service .51 5.2 CONCLUSION 52 REFERENCE LIST OF TABLES NUMBER TABLES NAME PAGE 2.1 Summary of factors in the sample research models 15 3.1 Questionnaire overview 25 3.2 The observed variables of Education Program Factor 27 3.3 The observed variables of Teachers Factor 27 The observed variables of Teaching Method Factor 27 The observed variables of Textbooks and study references 28 3.5 Factor 3.6 The observed variables of Infrastructure Factor 28 3.7 The observed variables of Management and training 28 service Factor 4.1 The mean index of Education Program factor 34 4.2 The mean index of Teachers facto 36 4.3 The mean index of Teaching Methods factor 37 4.4 The mean index of Textbooks and study references factor 39 4.5 The mean index of Infrastructure factor 39 4.6 The mean index of Managements and training service 40 factor ‘ LIST OF FIGURES NUMBE FIGURES NAME R PAG E 2.1 American Customer Satisfaction Index (ACSI) 10 2.2 European Customer Satisfaction Index (ECSI) 11 2.3 Research method of Nguyen Bich Nhu 2019 12 2.4 Research method of Huy Thuong Do and Nguyen Thi 13 Phuong Hong in 2019 2.5 Research method of Nguyen Khai Hoan, Nguyen 14 Phuong Thao in 2017 2.6 Proposed research model 16 4.1 Diagram of respondent’s status 31 4.2 Diagram of Reason for discontinue 31 4.3 Diagram of Age 32 4.4 Diagram of Gender 32 4.5 Diagram of Learning purpose 33 4.6 Diagram of Current Level Of Englsih 33 CHAPTER INTRODUCTION 1.1 REASON FOR CHOOSING THE RESEARCH TOPIC With economic globalization, foreign languages are the main impediment to the development of individuals in particular and organizations in general Most people understand the significance of foreign languages in learning and working A good foreign language is a bridge for international students to communicate and the ability to receive full or partial study grants Good foreign languages are necessary conditions for the promotion and enhancement of workers' incomes In recent years, Japanese, Chinese and Korean have also started to be popular, but English is always the language people pay attention to first because of its popularity Currently, in Da Nang, there are English centers like: SOPHIA, Apollo, IRIS, WISE ENGLISH,etc with a prestigious quality of education They compete fiercely with monthly incentives for students when they register: reduced tuition fees, gift donations, scholarships, etc Every year, almost every center expands more branches This shows that the demand for learning English is increasing day by day and shows no signs of slowing down Because of the fierce competition and diversity with the number of English centres, students have more choices And the quality of education is one of the most important factors in their selection In any industry, not just education, the cost of finding new customers is much more difficult and expensive than retaining old customers The English center that is considered successful in terms of training quality is a center with a stable and loyal number of old students Therefore, in order to survive and develop, centers must constantly improve and improve the quality of training As an individual in the team of Mai House English, I want to measure student satisfaction about the quality of education at Mai House English to offer practical solutions for the leadership to increasingly improve the quality of training services, bring more prestige to students and develop the brand