An investigation into the faculty of foreign languages’ senior satisfaction towards online learning at banking academy

BANKING ACADEMY OF VIETNAM FACULTY OF FOREIGN LANGUAGES GRADUATION THESIS AN INVESTIGATION INTO THE FACULTY OF FOREIGN LANGUAGES’ SENIOR SATISFACTION TOWARDS ONLINE LEARNING AT BANKING ACADEMY Student: Nguyen Phuong Nhat Linh Student ID: 20A7510107 Class: K20ATCB Supervisor: Ms Duong Thi Thanh Hoa (M.A) Hanoi, May 2021 Tai ngay!!! Ban co the xoa dong chu nay!!! 17014125829251000000 CERTIFICATE OF ORIGINALITY I declare that the graduation thesis entitled “An Investigation into the Faculty of Foreign Languages’ Senior Satisfaction towards Online Learning at Banking Academy” is the work conducted by me under the guidance of Ms Duong Thi Thanh Hoa The results from the work belong to my research The contributing information derived from other sources is entirely cited and mentioned in the thesis reference Signature Nguyen Phuong Nhat Linh i ACKNOWLEDGEMENTS “Great things are never done by one person.” This part is for those who side by side supported, contributed their efforts, and gave me strength to accomplish the work, whether directly or indirectly My sincere thanks go to my supervisor and my teacher, Ms Duong Thi Thanh Hoa She is the first person to convey knowledge of how to a research proposal to me Her deep knowledge, detailed guidance, kind comments, and enthusiastic support are the main factors building the backbone of the study Besides, I would like to express my deep gratitude to the lecturers of the Faculty of Foreign Languages for all the lessons I learned from them throughout years of university Further thanks must go to my parents All their silent sacrifices and tons of efforts to finish their hard daily duty, which is being a parent, are deserved to be recognized by the world And for all of my beloved friends that I was fortunate to meet during my university years, thank you for being a beautiful part of my life Because of you, every day at school was a delightful and memorable day I hope you will succeed in whatever path you choose and live the happiest life ii TABLE OF CONTENTS ACKNOWLEDGEMENTS ii TABLE OF CONTENTS iii LIST OF ABBREVIATIONS v LIST OF TABLES vi LIST OF FIGURES vii LISTS OF APPENDIX viii ABSTRACT CHAPTER 1: INTRODUCTION 1.1 Introduction 1.2 Background of the study 1.3 Objectives of the study 1.4 Significance of the study 1.5 Scope and limitation of the study 1.6 Definition of terms CHAPTER 2: REVIEW OF RELATED LITERATURE 2.1 Literature Review 2.1.1 Online learning 2.1.2 Student satisfaction Figure 1: The SERVQUAL Model 11 Figure 2: Factors determining student satisfaction based on related studies 12 2.2 Proposed Conceptual framework 14 Figure 3: Factors determining the satisfaction of the Faculty of Foreign Languages’ seniors towards online learning with Report Writing at Banking Academy framework14 CHAPTER 3: RESEARCH METHODOLOGY 16 3.1 Locale of the study 16 3.2 Research Design 16 3.3 Data gathering procedure 16 3.4 Population and Sample description 17 iii 3.5 Research Instrument 18 3.6 Statistical Treatment 20 3.7 Reliability and Validity 23 CHAPTER 4: FINDINGS AND DISCUSSION 25 4.1 Findings and Discussion of Lecturer – Teaching 25 4.2 Finding and Discussion of Lecturer – Feedback 31 4.3 Findings and Discussion of Training Program – Subject 34 4.4 Findings and Discussion of Training Program - Examinations 39 4.5 Findings and Discussion of Facilities - Learning Materials 42 4.6 Findings and Discussion of Facilities - Online Learning Platforms 45 4.7 Findings and Discussion of Overall Satisfaction 50 CHAPTER 5: CONCLUSION AND RECOMMENDATIONS 53 5.1 Summary of findings 53 5.2 Conclusion 54 5.2.1 The Lecturer factor 54 5.2.2 The Training Program factor 55 5.2.3 The Facilities factor .55 5.2.4 The Overall Satisfaction factor 56 5.3 Recommendations 56 Appendices 63 iv LIST OF ABBREVIATIONS Abbreviation Meaning AFTA ASEAN Free Trade Area APEC Asia-Pacific Economic Cooperation ASEAN Association of Southeast Asian Nations ASEM Asia–Europe Meeting IELTS International English Language Testing System MOET Ministry of Education and Training SPSS Statistical Package for the Social Sciences TPP Trans-Pacific Partnership WTO World Trade Organization v LIST OF TABLES Table 3.1: Construction of the questionnaire 19 Table 3.2: Data From The Questionnaire Coding Frame 23 Table 4.1 Reliability Scale of Lecturer - Teaching 25 Table 4.1.1 - Students' evaluation of Lecturer - Teaching 26 Table 4.1.2 - Students' evaluation of Lecturer - Teaching 28 Table 4.2 Reliability Scale of Lecturer - Feedback 31 Table 4.2.1 - Students' evaluation of Lecturer - Feedback 33 Table 4.3 Reliability Scale of Training Program – Subject 34 Table 4.3.1 - Students' evaluation of Training Program - Subject 36 Table 4.4 Reliability Scale of Training Program - Examinations 39 Table 4.4.1 - Students' evaluation of Training Program - Examinations 40 Table 4.5 Reliability Scale of Facilities - Learning Materials 42 Table 4.5.1 - Students' evaluation of Facilities - Learning Materials 43 Table 4.6 Reliability Scale of Facilities - Online Learning Platforms 45 Table 4.6.1 - Students' evaluation of Facilities - Online Learning Platforms 47 Table 4.7 Reliability Scale of Overall Satisfaction 50 Table 4.7.1 - Students' evaluation of Overall Satisfaction 51 vi LIST OF FIGURES Figure 1: The SERVQUAL Model 11 Figure 2: Factors determining student satisfaction based on related studies 12 Figure 3: Factors determining the satisfaction of the Faculty of Foreign Languages’ seniors towards online learning with Report Writing at Banking Academy framework14 vii LISTS OF APPENDIX Appendix 1: Questionnaire 63 Appendix 2: Interview questions 79 Appendix 3: Consent form 70 Appendix 4: Withdrawal form 71 viii ABSTRACT Title: An Investigation into the Faculty of Foreign Languages’ Senior Satisfaction towards Online Learning at Banking Academy Author: Nguyen Phuong Nhat Linh Key words: Banking Academy of Vietnam, Faculty of Foreign Languages’ students, Faculty of Foreign Languages, online learning, Report Writing, seniors, student satisfaction Adviser: Ms Duong Thi Thanh Hoa Summary of the thesis: Online learning has been applied in almost all educational institutions worldwide as an urgent measure in response to the critical situation of the COVID-19 pandemic This present study was conducted with an aim of examining the factors determining the satisfaction of the Faculty of Foreign Languages’ seniors towards online learning with Report Writing The mixed method was employed in this paper 59 seniors of the Faculty of Foreign Languages were the participants They had already completed the Report Writing course which was delivered online Questionnaire and individual interview were two data collection methods which were applied to investigate the satisfaction of these participants The findings revealed that the lectures was the factor gaining the most satisfaction among participants The syllabus and examination content as well as the subject practicality were also identified as the strengths of the course Additionally, the students showed their sense of satisfaction with the learning materials and the interface of the online learning platforms: Zoom and Google Classroom However, time allocated for the whole semester and examinations were regarded as the shortcomings of this course since it is insufficient for the students to fully understand the lessons as well as complete all tasks in the tests Based on the results, some recommendations were put forward to meliorate the satisfaction of online learners