Subject name study on student satisfaction about the quality of teaching and learning at skyline school

UNIVERSITY OF INFORMATION AND COMMUNICATION TECHNOLOGY VIETNAM - KOREA FACULTY OF DIGITAL ECONOMY AND E-TRADE    - INTERMEDIATE PROJECT REPORT MODULE: MARKETING RESEARCH Subject name : Study on student satisfaction about the quality of teaching and learning at Skyline school Instructor : Mr Truong Thi Vien Class: 20DM Group Vo Thi Phuoc - 20BA029 Pham Huu Nghia - 20BA169 Nguyen Thi Thanh Vien - 20BA217 Nguyen Thi Thanh Thao - 20BA234 Da Nang, 18 December 2022 UNIVERSITY OF INFORMATION AND COMMUNICATION TECHNOLOGY VIETNAM - KOREA FACULTY OF DIGITAL ECONOMY AND E-TRADE    - INTERMEDIATE PROJECT REPORT MODULE: MARKETING RESEARCH Subject name : Study on student satisfaction about the quality of teaching and learning at Skyline school Instructor : Mr Truong Thi Vien Class: 20DM Group Vo Thi Phuoc - 20BA029 Pham Huu Nghia - 20BA169 Nguyen Thi Thanh Vien - 20BA217 Nguyen Thi Thanh Thao - 20BA234 Da Nang, 18 December 2022 THANK YOU -   We would like to express our sincere gratitude to the enthusiastic support of the instructor, Ms Truong Thi Vien, who oriented, guided and supported us in the preparation and implementation process so that we could successfully completed this project We would also like to thank the teachers and lecturers at the Vietnam - Korea University of Information and Communication Technology (Da Nang University) for providing us with the necessary knowledge to be able to implement this project We would also like to thank our family and friends who always encouraged and supported us during our study and research Due to lack of experience in research and practice, the report contains many shortcomings I look forward to receiving your feedback so that I can further improve We would like to thank you for taking a moment of your precious time to review this test of mine We sincerely thank you! LIST OF Abbreviations STT Abbreviation symbol Full script HSSV Student SPSS Statistical Package for the Social Sciences EFA Exploratory Factor Analysis CSVC Infrastructure CTDT Education program DNGV Teachers SCT Sympathy MTGD Educational environment ANOVA Analysis of Variance LIST OF TABLES Table -1 Proposed Research Model Scale .23 Table -1 Sample statistics by sex and training level 26 Table -2 Sample statistics by grade .27 Table -3 Table of results of reliability analysis of the factor Facilities 30 Table -4 Table of results of factor analysis of reliability of training program 30 Table -5 Table of results of factor analysis on the reliability of the factor Teacher's staff 31 Table -6 Reliability analysis table of the factor Empathy 32 Table -7 Table of results of the reliability analysis of the educational environment factor 32 Table -8 Table of results of reliability analysis of factor Satisfaction 33 Table -9 Table of results of reliability analysis of independent and dependent factors Table -10 KMO and Bartlett test table of independent variables 34 Table -11 35 Factor Rotation Matrix Table 12 KMO and Bartlett test table of dependent variables 3635 Table 13 Result of factor rotation matrix Satisfaction 3736 Table 14 Correlation matrix among factors 3937 Table 15 Summary of the 39 34 model Table 16 Analysis of Variance ANOVA 4038 Table 17 Statistical analysis of regression coefficients 4039 Table 18 Table of results for testing hypotheses 4240 Table 19 Descriptive Statistics Satisfaction by Gender 4341 Table 20 Results of the satisfaction test by gender 4342 Table 21 Testing for uniformity of variance 4442 Table 22 Comparative results of student satisfaction by training level ANOVA 4443 38 LIST OF PICTURES 34 Figure 2.1 Model SERVQUAL ( Parasuraman et al., 1988) 13 Figure 2.2 Cronin and Taylor 1992 SERVPERF model 16 Figure 2.3 Proposed research model 19 Figure 3.1 Research Procedure 20 Figure 4.1 Gender chart 28 Figure 4.2 Graph of training level 28 Figure 4.3 Class chart 29 MỤC LỤC Chương INTRODUCTION TO RESEARCH .10 1.1 Urgency of the study 10 1.2 Objectives of the study 10 1.2.1 General objective 10 1.2.2 Detail goal 10 1.3 Research question 10 1.4 Object and scope of the study 11 1.5 Research Methods .11 1.6 Meaning of research 11 1.7 The layout of the study 11 Chương THEORETICAL BASIS AND RESEARCH MODEL 13 2.1 Customer satisfaction 13 2.1.1 Customer satisfaction concept 13 2.1.2 Satisfaction levels .13 2.2 Quality of teaching and learning services 14 2.3 Factors affecting the quality of teaching and learning .14 2.3.1 Education program 14 2.3.2 Teachers 15 2.3.3 Facilities, training support services .15 2.3.4 Input quality 15 2.4 Theories of the study 15 2.4.1 SERVQUAL model ( Parasuraman et al., 1988) 15 2.4.2 Model SERVPERF .18 2.5 Related research works 19 2.5.1 Domestic research .19 2.5.2 Foreign Studies 20 2.6 Proposed research model and research hypothesis 20 2.6.1 Research hypothesis 20 2.6.2 Proposed research model 22 Chương RESEARCH DESIGN 23 3.1 Research process .23 3.2 Research Methods .23 3.2.1 Qualitative research 23 3.2.2 Quantitative research 23 3.3 Research scale development 24 3.4 Research sample 27 3.5 Data processing methods 27 3.5.1 Cronbach's Alpha coefficient analysis 27 3.5.2 EFA exploratory factor analysis 27 3.5.3 Correlation and regression analysis 28 Chương RESEARCH RESULTS 29 4.1 Description of the study sample 29 4.1.1 Survey results on gender .30 4.1.2 Survey results on training level 31 4.1.3 Class survey results .32 4.2 Evaluation of scale reliability 32 4.2.1 Evaluation of the scale by the reliability coefficient Cronbach's Alpha 32 4.2.1.1 Scale "Facilities" 32 4.2.1.2 Scale "Training Program" .33 4.2.1.3 Scale "Teacher team" 34 4.2.1.4 Scale "Empathy" 35 4.2.1.5 Scale "Educational environment" 35 4.2.1.6 Scale “Satisfaction” 36 4.2.2 EFA exploratory factor analysis 37 4.2.2.1 EFA analysis for the independent variable 37 4.2.2.2 EFA analysis for dependent variable (Satisfaction) 40 4.3 Correlation and regression analysis 41 4.3.1 Correlation analysis 41 4.3.2 Regression analysis .43 4.4 Check the difference 46 4.4.1 Testing for gender differences .47 4.4.2 Testing for differences in training levels .48 Chương CONCLUSIONS AND SUGGESTIONS IMPLIED GOVERNANCE 5.1 Conclusion 50 5.2 Proposing governance implications 50 50 Chương INTRODUCTION TO RESEARCH 1.1 Urgency of the study Previously, if education was seen as a non-commercial, non-profit training career activity, today, with the development of globalization of the market economy, educational activities no longer exist non-commercial, non-profit that has initially become "educational services" With the perspective of viewing education as a service and student-student as a customer, the role of student-student is increasingly important in the process of improving training quality because students-students can provide feedback to help managers adjust behaviors to improve the quality of training activities at the school Thus, the quality must be evaluated by the customers themselves, not according to the technical standards, quantity, according to regulations In the field of education, the assessment of service quality through the opinions of customers, in which the focus is on students, is becoming very necessary With that in mind, we chose the research: " Study on student satisfaction about the quality of teaching and learning at Skyline School" 1.2 Objectives of the study 1.2.1 General objective - Research on the quality of training services of Skyline school - Level of student satisfaction when studying at Skyline school 1.2.2 Detail goal - Determining the factors affecting the satisfaction of the quality of training services of Skyline students - Measuring the impact of factors on the quality of training services at Skyline - Proposal to improve student satisfaction at Skyline 1.3 Research question To address the research objective stated above, the study will answer and focus on the following questions: - How satisfied are students with the quality of teaching and learning at Skyline? - What is the most important factor affecting the quality of teaching and learning of students at Skyline? - How to improve student satisfaction at Skyline? 1.4 Object and scope of the study - Research object: The satisfaction of students about the quality of teaching and learning at Skyline school Survey object: Students studying at Skyline school Research scope: + Space: Research conducted in Da Nang city at Skyline school From the above analysis, we can conclude that the theoretical model is suitable with the research data and the accepted research hypotheses (hypothesis H1, H2, H3) Theoretical model test results, satisfaction is most influenced by training program (Beta = 0.683); the second most important is Facilities (Beta = 0.325); Last important is the Team of Teachers (Beta = 0.089) And Educational Environment (Beta = -0.035) carries a negative sign, so it does not show a relationship with student satisfaction This may be because the educational environment at Skyline has good education and effective teaching methods, so whether or not students are satisfied or dissatisfied with the quality of teaching and learning, students still appreciate the educational environment school education Another factor that can lead to the results is insufficient sample analysis 4.4 Check the difference To test the difference in Student Satisfaction about the quality of teaching and learning at Skyline, T-test analysis and ANOVA test were performed 4.4.1 Testing for gender differences To test the difference in student satisfaction by gender, perform T-test analysis (Independent samples T-test) Sex HL male Female WOMEN Medium Statistical error 76 3.6842 67991 07799 74 3.5709 84351 09806 Mean Standard Deviation Table -20Descriptive Statistics Satisfaction by Gender (Source: Analysis from survey results on SPSS) The test results give Sig results = 0.031 < 0.05, so the variance between the groups of men and women is different In the section assuming equal variance there is Sig = 0.366 > 0.05, so it is concluded that there is no statistically significant difference in satisfaction level by gender Levene's test F Assuming equal variances 4,745 t-test for Equality of Means Sig .031 Do not assume equal variances t DF Sig (2tailed ) Average difference What is the standa rd deviat ion differ ence? 95% confidence Lower Higher 907 148 366 11326 12493 13362 36015 904 140.031 368 11326 12529 13444 36097 Table -21 Results of the satisfaction test by gender (Source: Analysis from survey results on SPSS) 4.4.2 Testing for differences in training levels To test the difference in student satisfaction by sex, perform ANOVA (One-Way ANOVA) test HL Levene Stats df1 637 df2 Sig 147 530 Table -22Test of uniformity of variance (Source: Analysis from survey results on SPSS) The results of the Homogeneity of Variances panel show that with Sig = 0.637 > 0.05 statistically significant, it can be said that the variance of student satisfaction by training level has no difference Thus, the results of ANOVA analysis can be used HL Sum of squares Between groups DF Mean squared 185 093 In the same group 86,907 147 591 Total 87.092 149 F 157 Sig .855 Table -23 Comparative results of student satisfaction by training level ANOVA (Source: Analysis from survey results on SPSS) According to ANOVA analysis results, Sig results = 0.855 > 0.05, so there is no statistically significant difference in student satisfaction by training level Chương CONCLUSIONS AND SUGGESTIONS IMPLIED GOVERNANCE 5.1 Conclusion In the context of integration and development of life, customers' needs for services or products are also focused Investing in knowledge is a top priority for customers and looking for facilities that meet their high needs In order to make them satisfied with the quality of teaching and learning, it is indispensable to meet the internal factors However, before the increase in the activities of schools, the competition for quality teaching and learning to find a source of customers is very large They will look to the school that best meets their requirements in terms of training quality, living environment, and safety in terms of health and life as well as bringing benefits Therefore, in order to be able to meet customer satisfaction, it becomes more and more necessary to learn about student satisfaction about the quality of teaching and learning at Skyline School about the factors affecting satisfaction than With the research topic "Students' satisfaction about the quality of teaching and learning at Skyline", based on the theoretical basis and previous studies on the factors affecting satisfaction, we proposed Proposing to build a research model for the topic and conduct research The research objectives identified by us are presented through descriptive statistics, reliability analysis, factor analysis, correlation analysis and regression analysis The results of the research project have presented an overview of the factors affecting student satisfaction about the quality of teaching and learning at Skyline school After the research process, the results show that the influencing factors that we give have a positive impact on student satisfaction In which, “Training program” is a factor that strongly influences students' satisfaction about the quality of teaching and learning at Skyline From our research, Skyline school can make appropriate adjustment policies to improve training quality and improve satisfaction, promptly respond to the increasingly diverse needs of students 5.2 Proposing governance implications From the research results, it is shown that there are factors affecting the satisfaction of students about the quality of teaching and learning at Skyline with the level of influence arranged from high to low: (1) Training program (Beta = 0.683), (2) Facilities (Beta = 0.325), (3) Teaching staff (Beta = 0.089) Based on the results obtained, we can easily see that the most need to focus on consolidating and improving the regulations, processes and contents of the training program; Next, it is necessary to focus on improving and upgrading facilities and finally, improving and improving the professional qualifications of the teaching staff so that the quality of teaching and learning makes students more and more satisfied - Research shows that the factor “Training program” has a great influence on student satisfaction in the above survey Therefore, in order to enhance student satisfaction, Skyline School needs to pay special attention to improving the quality of its training program Training programs need to be constantly updated and schools need to develop appropriate training courses and study programs to meet the needs of students Regularly set up professional inspection teams to verify the training processes, using the school's curriculum - According to the research, the factor “Facilities” is the second most influential factor on student satisfaction about the quality of teaching and learning Therefore, the school should build, improve and upgrade classrooms in the school, the lighting equipment must be guaranteed for students Supplement and update reference materials, books and newspapers to meet the learning needs of students According to actual observations, the school library has not yet updated enough with the latest books, books that are not diverse in genres need to be provided more so that students can find other useful information at the school library Regarding the computer rooms, the school needs to invest in more computers, the light in the room is bright enough, arrange the computer rooms in rooms with open and spacious space to avoid bad influences from computers to learning born - The factor “Teachers” has the least influence compared to the two above factors on student satisfaction with the quality of teaching and learning It is necessary for schools to pay more attention to teachers who are not enthusiastic in teaching The teaching of teachers plays a significant part in the complete and clear acquisition of knowledge by students, so when teachers have good and enthusiastic teaching methods, it will improve student satisfaction born at Skyline School In addition to teachers' enthusiasm for teaching, teachers need to have extensive knowledge of the subjects and topics in the curriculum because this will help students learn more interesting things beyond the knowledge knowledge found in books, new things help students feel more interesting and will absorb knowledge more easily REFERENCES [1] TH Ai, "Testing the relationship between training quality and students' perceived satisfaction of the Faculty of Economics, Van Hien University," Scientific Journal of Van Hien University, pp number 3, pp 118-128, 2016 [2] ND Tho, "Scientific research methods in business," Labor and Social Publishing House, 2011 [3] CNMN Hoang Trong, "Analyzing research data with SPSS," Hong Duc Publishing House, HCMC, p Volumes and 2, 2008 [4] PT Lien, "Training service quality and student satisfaction at University of Economics, Hanoi National University," Science Journal of Vietnam National University, Hanoi, pp No 3, pp 81-89, 2016 [5] NTDs v VMS Dao Duy Huan, "Research Methods in Business," Can Tho Publishing House, 2014 APPENDIX APPENDIX 1: BILLION SURVEY QUESTIONS Hello Skyline students, We are students of Vietnam Korea University of Information and Communication Technology Currently, our team is conducting a research on the topic "Student satisfaction with the quality of teaching and learning at Skyline", we hope you take a moment and please fill out the survey below this The survey below is part of our research All survey participants' information was confidential and presented in one study only Thank you for your help We are very grateful to you! PART 1: PERSONAL INFORMATION Gender * male Female What level of training are you currently studying at? * Primary school junior high school high school What class are you currently in? * (Example: Grade 1, Grade 2, ) SECTION 2: STUDENTS SATISFACTION Please check the corresponding box showing your satisfaction with the criteria A 5point rating scale is used in which: “1- Completely dissatisfied, 2- Not satisfied, 3- No opinion, 4- Satisfied, 5- Completely satisfied.” Factor Infrastructure * Are the equipment in the classroom safe enough? Classrooms are spacious and airy Computer room, computer equipment to meet the learning needs of students The rooms have enough light to study Education program * A study plan that ensures knowledge for students The forms of examination and evaluation are consistent with the program's objectives Valid assessment test results Are supplemental learning materials relevant to the curriculum? Prestigious and high quality training program The training program has a reasonable ratio of theory and practice Teachers * Teachers are enthusiastic in teaching Teachers receive feedback and respond promptly to students' questions clear and easy to understand method of communication Teachers have extensive knowledge of the subjects Sympathy * Teachers care and share students' difficulties in learning The school has timely support for students There are extra-curricular sessions for students to approach practice The school organizes fundraising and sharing sessions with difficult circumstances inside and outside the school Educational environment * Safe learning environment Educational culture is healthy, useful and interesting The school organizes propaganda sessions to prevent social evils The school has specific and strict measures for violations Satisfied * Are you satisfied with the quality of teachers at Skyline? Are you satisfied to study at Skyline school? You choose to study at Skyline school because of the good quality of teaching and learning Does the training program meet your individual expectations? APPENDIX 2: CRONBACH'S ALPHA ANALYSIS RESULTS Turn Facilities Reliability Statistics Cronbach's Alpha N of Items 835 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CSVC1 11.26 5.724 674 787 CSVC2 11.31 5.905 695 779 CSVC3 11.37 5.752 637 804 CSVC4 11.36 5.776 657 795 Turn Training Program Reliability Statistics Cronbach's Alpha N of Items 888 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item-Total Cronbach's Alpha if Item Deleted Item Deleted Correlation Deleted CTDT1 18.12 14,630 707 868 CTDT2 17.96 15,743 679 873 CTDT3 18.00 14.497 751 861 CTDT4 17.92 15.255 697 870 CTDT5 17.97 14.408 755 860 CTDT6 17.97 15,764 637 879 Turn Team of Teachers Reliability Statistics Cronbach's Alpha 847 N of Items Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted DNGV1 10.98 5.563 638 830 DNGV2 10.81 5,992 677 811 DNGV3 10.77 5.398 735 784 DNGV4 10.73 5.848 700 801 Turning Empathy Reliability Statistics Cronbach's Alpha N of Items 797 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted SCT1 11.04 5.274 612 744 SCT2 11.02 6.087 524 784 SCT3 10.88 5.180 636 731 SCT4 10.90 4,963 664 717 Transforming the Educational Environment Reliability Statistics Cronbach's Alpha 845 N of Items Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted MTGD1 11.11 4,839 701 796 MTGD2 11.13 5,400 713 792 MTGD3 11.19 5.240 663 811 MTGD4 11.05 5,380 657 814 Turn Satisfaction Reliability Statistics Cronbach's Alpha N of Items 793 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted HL1 10.67 5,940 530 776 HL2 10.93 5.290 668 707 HL3 10.89 6.096 541 770 HL4 11.05 5.172 676 702 ANNEX 3: RESULTS OF FACTOR ANALYSIS OF EFA KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 902 996,995 DF 66 Sig .000 ANNEX 4: RESULTS OF correlative analysis Correlations CSVC Pearson Correlation CSVC CTDT DNGV first ** ** Sig (2-tailed) WOMEN CTDT DNGV MTG D HL Pearson Correlation 150 597 597 758 ** 000 000 000 150 150 150 150 ** ** 904 ** 000 000 000 150 150 150 ** 618 ** 000 000 ** 000 WOMEN 150 150 ** ** 531 628 HL ** 000 Sig (2-tailed) Pearson Correlation 531 MTGD 555 555 636 652 Sig (2-tailed) 000 000 WOMEN 150 150 150 150 150 628 ** 636 ** 652 ** 662 ** Sig (2-tailed) 000 000 000 WOMEN 150 150 150 150 150 ** ** ** ** Pearson Correlation Pearson Correlation 758 904 618 000 662 Sig (2-tailed) 000 000 000 000 WOMEN 150 150 150 150 150 ** Correlation is significant at the 0.01 level (2-tailed) APPENDIX 5: RETURN ANALYSIS RESULTS ANOVA ah Model Sum of Squares DF 78,071 9.021 145 87.092 149 Regression Residual Total Mean Square F 19,518 313,705 062 a Dependent Variable: HL b Predictors: (Constant), MTGD, CSVC, DNGV, CTDT Sig 000 b