Kinh Tế - Quản Lý - Khoa học xã hội - Kinh tế NGHIEN CUU GIAO DUC NUOC NGOAl Tdng quan cac nghien cufu ve danh gia chat lUdng djch vu giao due va sir hai long ddi vdi chat lUdng djch vu giao due d Trung Qudc Tran Thj Tu Anh^ Nguyen Tham^ Oinh Thi Hong VSn^ '''' Email, tuanfi.tranyafioo.com '''' Email, nguyentfiamspgmail.com ^ Email dthvan2000yafioo com TnJcfng Oai fioc SU pham - Dai hoc Hue 34 Le Ltji, thanh pho Hjg, tinh Thia Thier Hue, Viet Nam TOM TAT: Trdn the gidi. dinh gii chat lugng giio due vi sU la; long cua ngudi dan ddi vdi chat lugng dich vu giao due dang nhan dugc nhieu sU quan tim. Kit qui danh gia cac ctii so nay dUde vin dung vao vide cH thien chit lugng dich vu giao due nham ning cao uy tin vi khi ning canh tranh cOa cic co sd giio due. La mdt nUde ddng dan nhat thi gidi, dang trong giai doan phat triin nhanh ve kinh ti vi xa hdi, Trung Qudc ed sd lUdng Idn cac cd sd giio dgc. SUphat triin eua eac co sd giio dgc qudc ti va tu nhin hoat ddngji trong va ngoai dat nudc ddi hdi Chinh phu va cic cd sd giio due Trung Quic phii chu trong ning cao chat luong dich vu giao due ciJa minh thdng qua viec dinh gia va van dung kit qui dinh gii chat lUgng dich vu giio due vi sg hii Idng ciia ngudi dan doi vdi chat lUdng dich vu giao dgc. Nghien cdu long quan vd dinh gia chit lugng dich vu giio due vi sg hai Idng cua ngudi din doi vdi chit lugng dich vu giio due d Trung Qudc se dem lai nhdng bii hgc kmh nghim cho h thong giio due Viet Nam. lis KHOA: Chat lidng; g i i o due; danh gia; Trung Qudc. ^^ Nhan b^i 1652019 -> Nh^n ket quS phSn bien va chinh sila 2962019 Duyat dang 2572019 1 . D a t v a n d e Trung Qu6c la nuac dong dan nhat the gicri, c6 hk day ljch Sli phat trien hang nghin nam. Ciing nhu o nhirng quoc gia khac tren the giai, he th6ng giao due (GD) ciia Trung Quoc chiu anh huong cua cac dieu kien chinh tn, kinh te, van hoa v^ xa hpi CO nhieu thay doi qua cac giai doan. Theo Shen va Wang (2011), tir cuoi nhirng nam 1950, Trung Quoc da co nhijng no lire vugt bac de phat trien GD. He thong GD Trung Quoc chu yeu la cac trucmg cong lap dugc nha nucrc bao cap. Tuy nhien, GD chinh quy bi anh hucmg nang ne trong thai ki each mang van hoa va chi phat trien nhanh chong trcr lai tir khi co chinh sach mo cua vao nhimg nam 1980 (Kwan va Ng, 1999). Trong nhimg nam 1990, Bg GD Trung Quoc tien hanh cai each ehuang trinh GD theo dinh huang GD chdt lugng. Nam 2006, Luat GD bat bugc dugc ban hanh, lam ro trach nhi^m cua nha nuac doi vcri GD CO ban. Nha nuac da ap dung chinh sach mien hgc phi d^ thuc day cong bang trong GD (Shen va Wang, 2011). Phac thao ke hoach quoc gia cua Trung Quoc ve cai each va phat tri^n GD trung va dai han (2010 - 2020) ciia Chinh phii Trung Qu6c da xac dinh myc tieu cua GD Trung Qu6c la nang cao chit lugng GD tren mgi phuang dien. Phac thao nhin m^nh rSng, trong danh gia chat lugng GD, cn thiic dky mgt quan dicm khoa hgc \0 chat lugng, t^o dilu kien d^ mgi nguai phat trien loan di?n va dap img nhu cdu ciia xa hgi. N''''oi GD d^i hgc. Chinh phii Trung Qu6c tiep tyc thyc hien Dy an Cai each ch5t lugng day hgc va chuang trinh GD dai hgc (Xiaoguang, 2014). Nhung chinh sach dfii vcri GD va su phat trien nhanh ve mat kinh te trong nhung thap nien gan day da giiip GD Trung Qu6c dat dugc nhiing thanh tuu to 1cm, the hien a ti le tre em nhap hgc tieu hgc, ti le ngucri 1cm biet chir, pho cap GD tang va 6 muc cao hem muc trung binh ciia cac nuac dang phat trien (Shen va Wang, 2011). Tuy nhien, ben canh nhimg thanh tuu do, he thong GD cua Trung Quoc c6 nhieu diem han che. Theo Shen va Wang (2011), trong he thdng GD cua Trung Qu6c co sy thifiu can bang trong nguon luc GD giiia hai gicri, gii^a nong thon vk thanh thi, giira cac viing mien va giiia cac nhom xa hgi. GD noi chung va GD dai hgc noi rieng da phan van la d^y hpc truyen thong theo dinh huong thi cu (exam-oriented), day hgc lay giao vien lam trung tam (teacher-centred teaching) (Liu, Fei, Wang va Deng, 2012). Ben c^nh suphat tridn tich cue ve so lugng thi chdt lugng dich vy GD bi phe phin, nguai dan khong hai long hoac it hai long vai cac dich vy GD. Gan 80 nguai su dyng dich vy GD khong hai long hoc it hai long voi chat lugng dich vu (Yang, 2005, dan theo Shen va Wang, 2011). Ben canh nhihig thay doi tich cyc do sir phat tnln kinh te dem l^i, xu the loan cau hoa tren ti\k giai, chinh sach ma ciia, su phat tnen theo kinh tk thj trucmg va chinh sach tang tinh tg chu cho cac co so GD cua Trung Qu6c da t^o nen nhOng thach thirc Ion d6i voi h? thdng GD noi chung va cac CO so cung cap djch vy GD noi rieng. Cac ca sa GD 110 TAP CHI KHOA HQC GIAO DUC VIET NAM Tran Thj Tu Anh, Nguyen Th^m, Oinh Thj Hong VSn cfing phai canh tranh kh6c lit voi cac ca sa GD tu nhan va cac CO so GD dugc dku tu bai nuac ngoai. Ngay cang nhilu sinh vien (SV) chgn con duong du hgc hoac hgc o cac truong qu6c ti, trucmg tu nhan 6 Trung Quoc. Nhieu phu huynh o cac thanh pho ska sang tra hgc phi cao de con era hg dugc hgc a nhihig truang ch4t lugng cao (Shen va Wang, 2011). Ben c ^ do, su gia tSng s6 lugng cac co sa GD noi chung a Trung Qu6c trong nhiing thap nien gan day cung lam tang miic dg canh tranh trong viec thu hiit SVhgc sinh dang ki hgc. Nhiing thach thirc nay khien chat lugng GD tro thanh van de trung tam trong viec quang ba cac djch vy GD va thu hiit nguai hgc. Theo Wang (2012), su thay ddi trong he thfing GD Trung Qu6c yeu ciu thiet lap moi quan he true tiep giiia nhiing nguoi cung cSp dich vy GD va nhimg nguai tiep nhan dich vu GD. Trong moi quan he nay, SV, hgc sinh da tro thanh nhutig khach hang cua cac co so GD. Cac khai niem dich v\i trong thi trucmg nhu chat lugng djch vu, su hai long ciia khach hang.., da dugc van dyng vao he thong GD. Su quan tam din cac so li?u khach quan trong GD da dugc chuySn diin sang nhimg dii lieu chii quan nhu su hai long vcri chat lirgng GD (Shen va Wang, 2011). 2. N g i d u n g n g h i e n cuTu 2.1. Sil quan tam den chat liTdng djch vu gido due va suT hai long vdi chat lifdng djch vu giao due Trong nhOTig nam 1990, khai ni^m vl su hai long ciia khach hang dk dugc giai thi?u vao Trung Quoc va nliieu nha nghien ciiu da quan tam tim hieu su hai long ciia nhiing dfii hrgng kh^ch hang khac nhau (Xiaoguang, 2014). Trong do, nam 1990, " K I hoach tdng thi vl he th6ng chi so chdt lugng san pham cong nghi?p quoc gia dua tren thong ke va phan tich nhung thong tin vl chat lugng san pham cong nghiep" da ra dcri. Nam 1998, da co nghien ciiu quoc gia vl phucmg phap ddnh gia miic dg hai long ciia khach hang. Nam 2012, "Tai lieu huang dan vl miic do hai long cua khach hang" da bao g6m cac mire dg hai long cho nhieu lo^i dich vy, san pham. Ngoai ra, con c6 cac nghien cuu mang tinh dia phucmg khac nhu "Mite do hai long ciia khach hang Thugng Hai va nghian ciiu vl phuang phap danh gia" (Zhang va cs., 2002, dSn theo Cheng, Li va Luo, 2014). Cac nghien ciiu va he thong chi s6 nay diu dugc xay dyng a Chau Au va MT trong nhirng nam 1990, tap trung chil yeu vao miic dg hai long cua khach hang hon la sir an loan cua san phSm. Cheng va cgng su (2014) phe phan viec ap dyng cac cong cu ddnh gid chat lugng dugc xay dung VEi Sli dung 0 cac nuac phat trien nhu chi so hai long ciia khdch hang (Consumer satisfaction index, CSI) vd phuong phap ddnh gid s\r the hi?n xudt sde (performance excellence evaluation method) de li giai nhan thiic ve chdt lugng ciia ngu6i Trung Quoc. Cdc tac gia cho rdng, vi?c dp dyng nay khong hoan todn phii hgp vai dieu ki^n dang trong qua trinh chuyen doi ciia Trung Quoc khi cac cong cu ddnh gia dugc xSy dyng cho cdc nuoc c6 nen kinh tl thi tnrdng da truong thanh. Tir do, nhom tde gid dk xuat can xdy dyng mo hinh danh gia chat lugng dua tren khdch hang trong b6i canh xa hgi dang chuyen doi sang nen kmh tl thi trucmg ciia Tmng Quoc. Cheng va cgng su (2014) cho rang, khong nen danh gia chat lugng djch vusan pham chi dua tren chi s6 hai long vai chat lugng ciia khdch hang ma can quan tam din 3 chi so khac nira, do Id su an toan ciia san pham, quy dinh cua nha nuac ve chat lugng vd quan niem ciia nguoi dan vl chat lugng. Trong do, quan niem cua ngucri dan vl chdt lugng bao gom kien thirc vd ndng lire ciia khach hang vl chat lugng; van hoa chat lugng ciia khach hang (nhu quan he giira chat lugng va gia ca, giiia chat lugng va thuang hieu, thoi quen ve chat lugng trong tieu diing) vd ndng lgc, nhan thiic ciia khdch hang ve quyen dugc bdo ve an toan. Trong boi cdnh chung ciia GD Trung Quoc nhu da trinh bay cr phan tren, nham nang cao tinh canh tranh cua cdc co so GD Trung Quoc, dap img nhu cau ton tai va phdt trien, chat lugng cdc dich vu GD da dugc quan tam. Mot mat, do chiu su dnh huang manh me tir mo hinh GD dai hgc cua cdc nuoc phdt trien phuang Tay trong nhirng thap nien gan day (Wang, 2012), mat khac, do sir co mat ciia nhieu giang vien, nha nghien ciiu tra ve Trung Quoc sau khi dugc dao tao o cdc nuac phdt trien phucmg Tay, su quan tam den chat lugng dich vy GD ciing nhu qua trinh danh gid chdt lugng GD dugc khoi dpng dau tien a cdc trucmg dai hgc, cao ddng. Co the ke den mpt so cong trinh nhu nghien cim ciia Tian va Wang (2007) tim hieu sir hai long cua SV dai hpc, nghien ciiu ciia Oyang, He va cpng su (2008) ve ddnh gid cua SV doi vai chat lugng dich vu ciia co so GD d^i hpc (dan theo Xiaoguang, 2014). Ben canh do, ciing voi li do nay, khdi niem va qua trinh ddnh gia chit lugng dich vu GD a Tnmg Qu6c co nhieu dilm tuong dong vdi cac nuoc phuang Tay. Cdc mo hinh danh gia chdt lugng dich vu noi chung va dich vy GD noi neng cua phuong Tay duge thich iing va dp dyng vao moi trucmg Trung Qu6c. Nhieu nha nghien cuu Trung Quoc Cling quan tam din mSi quan he giiia chat lugng dich vy GD va su hdi long ciia nguai dan noi chung, ciia nguoi hgc noi rieng d6i voi chdt lugng dich vy GD. Nhu vay, co thi thdy, trong nhirng thap nien gdn day, xa hpi Tnmg Qu6e da quan tam din chdt lugng djch vu GD va thdy duge nhu cdu cdn khao sat mirc do hai long ciia nguoi dan d6i vai dich vu GD, rii do, cai thien chdt lugng cac dich vu GD dl ddp iing yeu cdu ngdy cdng cao cua xd hgi Tuy nhien, nhung nghien cihi vl chat lugng dich vy GD va su hdi long ciia nguoi dan noi chung vd ciia ngucri hgc noi rieng a Trung Quoc vdn con ban chl (Wang, 2012) Z.2. Danh gia chat lUtfng dich vu gido due va sU hai long vfli chat liTdng djch vu giao due 2.2.1. Lifa chon va xay ding cong cu danh gia Co ba xu huong \ay dung vd su dung cong cy ddnh gid chdt luong djch \TJ GD vd sir hai long vai chdt lugng GD o Trung Quoc. Xu huong thii nhdt la su dung nguyen ban cdc cong cy da duac xdy dung a cdc nuac phuang Tay sau khi chuyen Sfl19ttlSng72019 I T NGHIEN CCTU GlAO DUC NlOC NGOAI ngQ: sang tieng Trung vd thuc hien nhirng dieu chinh nho. Huong Sli dung nay cho phep thuc hien nghien ciiu lien van hoa, so sdnh cdc chi so ddnh gia chat lugng djch vu GD giiia cac nhom khach the o cdc nuoc, vimg khdc nhau. Kwan \ a Ng. (1999) da Sli dyng SERVQUAL va kit qud cho thdy nhiing khac biet trong nhan thiic ve cac chi so ddnh gid chdt lugng GD dai hgc giiia SV tir hai nen van boa khac nhau Id MT va Trung Quoc (bao gom Trung Quoc luc dia va Hong Kong) cimg nhu giira SV co cimg nguon goc van hoa nhung CO dac tnmg xa hoi rieng, do la, SV Trung Quoc luc dja vd SV Hong Kong. Xu huong thu hai, cdc nha nghien cim thuc hien qua trinh thich nghi hoa, dteu chinh npi dung cong cu de phii hgp hon vdi dac diem van hoa, xa hpi Trung Quoc cung nhu muc dich nghien cuu. Barnes (2005) da thich nghi hoa thang ddnh gia chdt lugng dich vu da dugc xay dung d cdc nudc phdt trien phuong Tay de cd the sii dung phii hgp vdi nhom khdch thi la SV Trung Qudc dang hgc sau dai hgc d mpt trudng kinh doanli va qudn tri d Anh, Xu hudng thit ba la tu xay dung eong cu ddnh gid dua tren mo hinh dd dugc xdy dung va sir dung, nhiing nghien ciru da co d phucmg Tdy. Nghien ciiu ddnh gia chdt lugng dich vu GD va mice do hai long cua ngudi ddn ddi vdi dich vu GD ciia Shen va Wang (2011) la mgt dai dien tieu bieu cho xu hudng nay. Dua tren nghien cuu da co, nhdm tac gid dd xay dung bg cong cu bao gom 21 tieu chi danh gid chdt lugng djch vu GD va 2 tieu chi danh gia muc do hai long tdng thi vdi djch vu GD cong. Trong do, cdc tieu chi ddnh gia chdt lugng thi hien 6 khia canh: GD co dinh hudng chdt lugng, chat lugng GD {giao vien, chuang trinh, thiet bi), chi phi cho GD, su minh bach, sic cdng bdng trong GD va sir tham gia vdo hoat dgng GD. Su hdi long tong the bao gdm I tieu chi ddnh gid chat lugng chung cua dich vu GD cong vd 1 tieu chi ve su bdi long vdi dieh vu GD cdng. Tuong tu, nghien ciiu ciia Wang (2012) ve su hdi long cua SV dai hgc d tinh Shijiazhuang, Trung Quoc ciing thu thdp dCr lieu thong qua cong cu tu xdy dung, dua tren sg the hi?n (performance based), theo cdch thirc ciia cong cu SERVPERF (ddnh gid chat lugng dua tren nhdn thiic ciia khach hang ve chdt lugng dich vu GD). 2.2.2. Cdc loai mo hinh va cong cu dddc sif dung Trong cac loai mo hinh va cong cu da co, SERVQUAL dugc Sli dyng nhieu nhat de ddnh gid chat lugng dich vu GD vd sy hai ldng vdi chdt luong dich vu GD d Tnmg Qudc. Cdc nghien cim chi ra rdng, SERVQUAL (nguyen ban cua Parasuraman. Zeithaml, vd Berry, 1988 va nhiing ban co dilu chinh) la thang do phii hgp de tim hieu nhdn thiic ve chat lugng djch vu (Kwan va Ng., 1999); Tim hieu sy mong dgi vd nhan thiic vk chdt lugng djch vu GD (tir dd la sy hai long vdi chdt lugng djch vy GD) cua S'''' Trung Qudc (Barnes, 2014). Phien ban "con" cua SERVQUAL la SERVPERF cung dugc su dgng dc danh gia chdt lugng djch \u GD (Law, 2013). Trong khi SERVQUAL bao gom cdc cau hdi ve 11? TAP CHI KHOA HOC GlAO OgC VIET NAM - hrii vl nhdn thiic su mong dgi ci...
Trang 1Tdng quan cac nghien cufu ve danh gia chat lUdng djch vu giao due va sir hai long ddi vdi chat lUdng
djch vu giao due d Trung Qudc Tran Thj Tu Anh^ Nguyen T h a m ^
Oinh Thi Hong VSn^
' Email, tuanfi.tran@yafioo.com
' Email, nguyentfiamsp@gmail.com
^ Email dthvan2000@yafioo com TnJcfng Oai fioc SU pham - Dai hoc Hue 34 Le Ltji, thanh pho Hjg, tinh Thi/a Thier Hue, Viet Nam
TOM TAT: Trdn the gidi dinh gii chat lugng giio due vi sU /la; long cua ngudi dan ddi vdi chat lugng dich vu giao due dang nhan dugc nhieu sU quan tim Kit qui danh gia cac ctii so nay dUde vin dung vao vide cH thien chit lugng dich vu giao due nham ning cao uy tin vi khi ning canh tranh cOa cic co sd giio due La mdt nUde ddng dan nhat thi gidi, dang trong giai doan phat triin nhanh ve kinh ti vi xa hdi, Trung Qudc ed sd lUdng Idn cac cd sd giio dgc SUphat triin eua eac co sd giio dgc qudc ti va tu nhin hoat ddngji trong va ngoai dat nudc ddi hdi Chinh phu va cic cd sd giio due Trung Quic phii chu trong ning cao chat luong dich vu giao due ciJa minh thdng qua viec dinh gia va van dung kit qui dinh gii chat lUgng dich vu giio due vi sg hii Idng ciia ngudi dan doi vdi chat lUdng dich vu giao dgc Nghien cdu long quan vd dinh gia chit lugng dich vu giio due vi sg hai Idng cua ngudi din doi vdi chit lugng dich vu giio due d Trung Qudc se dem lai nhdng bii hgc kmh nghi$m cho h$ thong giio due Viet Nam
lis KHOA: Chat li/dng; g i i o due; danh gia; Trung Qudc
•^^ Nhan b^i 16/5/2019 -> Nh^n ket quS phSn bien va chinh sila 29/6/2019 • * Duyat dang 25/7/2019
1 D a t v a n d e
Trung Qu6c la nuac dong dan nhat the gicri, c6 hk day ljch
Sli phat trien hang nghin nam Ciing nhu o nhirng quoc gia khac tren the giai, he th6ng giao due (GD) ciia Trung Quoc chiu anh huong cua cac dieu kien chinh tn, kinh te, van hoa v^ xa hpi CO nhieu thay doi qua cac giai doan
Theo Shen va Wang (2011), tir cuoi nhirng nam 1950, Trung Quoc da co nhijng no lire vugt bac de phat trien GD He thong GD Trung Quoc chu yeu la cac trucmg cong lap dugc nha nucrc bao cap Tuy nhien, GD chinh quy bi anh hucmg nang ne trong thai ki each mang van hoa va chi phat trien nhanh chong trcr lai tir khi co chinh sach mo cua vao nhimg nam 1980 (Kwan va Ng, 1999) Trong nhimg nam 1990, Bg GD Trung Quoc tien hanh cai each ehuang trinh GD theo dinh huang GD chdt lugng Nam 2006, Luat GD bat bugc dugc ban hanh, lam ro trach nhi^m cua nha nuac doi vcri GD CO ban Nha nuac da ap dung chinh sach mien hgc phi d^ thuc day cong bang trong GD (Shen va Wang, 2011) Phac thao ke hoach quoc gia cua Trung Quoc ve cai each va phat tri^n GD trung va dai han (2010 - 2020) ciia Chinh phii Trung Qu6c da xac dinh myc tieu cua GD Trung Qu6c la nang cao chit lugng GD tren mgi phuang dien Phac thao nhin m^nh rSng, trong danh gia chat lugng GD,
c§n thiic dky mgt quan dicm khoa hgc \0 chat lugng, t^o
dilu kien d^ mgi nguai phat trien loan di?n va dap img nhu cdu ciia xa hgi N'oi GD d^i hgc Chinh phii Trung Qu6c tiep tyc thyc hien Dy an Cai each ch5t lugng day hgc va
chuang trinh GD dai hgc (Xiaoguang, 2014) Nhung chinh sach dfii vcri GD va su phat trien nhanh ve mat kinh te trong nhung thap nien gan day da giiip GD Trung Qu6c dat dugc nhiing thanh tuu to 1cm, the hien a ti le tre em nhap hgc tieu hgc, ti le ngucri 1cm biet chir, pho cap GD tang va 6 muc cao hem muc trung binh ciia cac nuac dang phat trien (Shen va Wang, 2011)
Tuy nhien, ben canh nhimg thanh tuu do, he thong GD cua Trung Quoc c6 nhieu diem han che Theo Shen va Wang (2011), trong he thdng GD cua Trung Qu6c co sy thifiu can
bang trong nguon luc GD giiia hai gicri, gii^a nong thon vk
thanh thi, giira cac viing mien va giiia cac nhom xa hgi GD noi chung va GD dai hgc noi rieng da phan van la d^y hpc truyen thong theo dinh huong thi cu (exam-oriented), day hgc lay giao vien lam trung tam (teacher-centred teaching) (Liu, Fei, Wang va Deng, 2012) Ben c^nh suphat tridn tich cue ve so lugng thi chdt lugng dich vy GD bi phe phin, nguai dan khong hai long hoac it hai long vai cac dich vy GD Gan 80% nguai su dyng dich vy GD khong hai long ho§c it hai long voi chat lugng dich vu (Yang, 2005, dan theo Shen va Wang, 2011)
Ben canh nhihig thay doi tich cyc do sir phat tnln kinh
te dem l^i, xu the loan cau hoa tren ti\k giai, chinh sach ma ciia, su phat tnen theo kinh tk thj trucmg va chinh sach tang tinh tg chu cho cac co so GD cua Trung Qu6c da t^o
nen nhOng thach thirc Ion d6i voi h? thdng GD noi chung va cac CO so cung cap djch vy GD noi rieng Cac ca sa GD
Trang 2cfing phai canh tranh kh6c li$t voi cac ca sa GD tu nhan
va cac CO so GD dugc dku tu bai nuac ngoai Ngay cang
nhilu sinh vien (SV) chgn con duong du hgc hoac hgc o cac truong qu6c ti, trucmg tu nhan 6 Trung Quoc Nhieu
phu huynh o cac thanh pho ska sang tra hgc phi cao de con era hg dugc hgc a nhihig truang ch4t lugng cao (Shen va
Wang, 2011) Ben c ^ do, su gia tSng s6 lugng cac co sa GD noi chung a Trung Qu6c trong nhiing thap nien gan day cung lam tang miic dg canh tranh trong viec thu hiit SV/hgc sinh dang ki hgc Nhiing thach thirc nay khien chat lugng GD tro thanh van de trung tam trong viec quang ba cac djch vy GD va thu hiit nguai hgc
Theo Wang (2012), su thay ddi trong he thfing GD Trung Qu6c yeu ciu thiet lap moi quan he true tiep giiia nhiing nguoi cung cSp dich vy GD va nhimg nguai tiep nhan dich vu GD Trong moi quan he nay, SV, hgc sinh da tro thanh nhutig khach hang cua cac co so GD Cac khai niem dich v\i trong thi trucmg nhu chat lugng djch vu, su hai long ciia khach hang , da dugc van dyng vao he thong GD Su quan tam din cac so li?u khach quan trong GD da dugc chuySn diin sang nhimg dii lieu chii quan nhu su hai long vcri chat lirgng GD (Shen va Wang, 2011)
2 N g i d u n g n g h i e n cuTu
2.1 Sil quan tam den chat liTdng djch vu gido due va suT hai long vdi chat lifdng djch vu giao due
Trong nhOTig nam 1990, khai ni^m vl su hai long ciia
khach hang dk dugc giai thi?u vao Trung Quoc va nliieu
nha nghien ciiu da quan tam tim hieu su hai long ciia nhiing dfii hrgng kh^ch hang khac nhau (Xiaoguang, 2014) Trong do, nam 1990, " K I hoach tdng thi vl he th6ng chi so chdt lugng san pham cong nghi?p quoc gia dua tren thong ke va phan tich nhung thong tin vl chat lugng san pham cong nghiep" da ra dcri Nam 1998, da co nghien ciiu quoc gia vl phucmg phap ddnh gia miic dg hai long ciia khach hang Nam 2012, "Tai lieu huang dan vl miic do hai long cua khach hang" da bao g6m cac mire dg hai long cho nhieu lo^i dich vy, san pham Ngoai ra, con c6 cac nghien cuu mang tinh dia phucmg khac nhu "Mite do hai long ciia khach hang Thugng Hai va nghian ciiu vl phuang phap danh gia" (Zhang va cs., 2002, dSn theo Cheng, Li va Luo, 2014)
Cac nghien ciiu va he thong chi s6 nay diu dugc xay dyng a Chau Au va MT trong nhirng nam 1990, tap trung chil yeu vao miic dg hai long cua khach hang hon la sir an loan cua san phSm Cheng va cgng su (2014) phe phan viec ap dyng cac cong cu ddnh gid chat lugng dugc xay dung VEi Sli dung 0 cac nuac phat trien nhu chi so hai long ciia khdch hang (Consumer satisfaction index, CSI) vd phuong phap ddnh gid s\r the hi?n xudt sde (performance excellence evaluation method) de li giai nhan thiic ve chdt lugng ciia ngu6i Trung Quoc Cdc tac gia cho rdng, vi?c dp dyng nay khong hoan todn phii hgp vai dieu ki^n dang trong qua trinh chuyen doi ciia Trung Quoc khi cac cong cu ddnh gia dugc xSy dyng cho cdc nuoc c6 nen kinh tl thi tnrdng da truong
thanh Tir do, nhom tde gid dk xuat can xdy dyng mo hinh
danh gia chat lugng dua tren khdch hang trong b6i canh xa hgi dang chuyen doi sang nen kmh tl thi trucmg ciia Tmng Quoc
Cheng va cgng su (2014) cho rang, khong nen danh gia chat lugng djch vu/san pham chi dua tren chi s6 hai long vai chat lugng ciia khdch hang ma can quan tam din 3 chi so khac nira, do Id su an toan ciia san pham, quy dinh cua nha nuac ve chat lugng vd quan niem ciia nguoi dan vl chat lugng Trong do, quan niem cua ngucri dan vl chdt lugng bao gom kien thirc vd ndng lire ciia khach hang vl chat lugng; van hoa chat lugng ciia khach hang (nhu quan he giira chat lugng va gia ca, giiia chat lugng va thuang hieu, thoi quen ve chat lugng trong tieu diing) vd ndng lgc, nhan thiic ciia khdch hang ve quyen dugc bdo ve an toan
Trong boi cdnh chung ciia GD Trung Quoc nhu da trinh bay cr phan tren, nham nang cao tinh canh tranh cua cdc co so GD Trung Quoc, dap img nhu cau ton tai va phdt trien, chat lugng cdc dich vu GD da dugc quan tam Mot mat, do chiu su dnh huang manh me tir mo hinh GD dai hgc cua cdc nuoc phdt trien phuang Tay trong nhirng thap nien gan day (Wang, 2012), mat khac, do sir co mat ciia nhieu giang vien, nha nghien ciiu tra ve Trung Quoc sau khi dugc dao tao o cdc nuac phdt trien phucmg Tay, su quan tam den chat lugng dich vy GD ciing nhu qua trinh danh gid chdt
lugng GD dugc khoi dpng dau tien a cdc trucmg dai hgc,
cao ddng Co the ke den mpt so cong trinh nhu nghien cim ciia Tian va Wang (2007) tim hieu sir hai long cua SV dai hpc, nghien ciiu ciia Oyang, He va cpng su (2008) ve ddnh gid cua SV doi vai chat lugng dich vu ciia co so GD d^i hpc (dan theo Xiaoguang, 2014)
Ben canh do, ciing voi li do nay, khdi niem va qua trinh ddnh gia chit lugng dich vu GD a Tnmg Qu6c co nhieu
dilm tuong dong vdi cac nuoc phuang Tay Cdc mo hinh
danh gia chdt lugng dich vu noi chung va dich vy GD noi neng cua phuong Tay duge thich iing va dp dyng vao moi trucmg Trung Qu6c Nhieu nha nghien cuu Trung Quoc Cling quan tam din mSi quan he giiia chat lugng dich vy GD va su hdi long ciia nguai dan noi chung, ciia nguoi hgc noi rieng d6i voi chdt lugng dich vy GD
Nhu vay, co thi thdy, trong nhirng thap nien gdn day, xa hpi Tnmg Qu6e da quan tam din chdt lugng djch vu GD va thdy duge nhu cdu cdn khao sat mirc do hai long ciia nguoi dan d6i vai dich vu GD, rii do, cai thien chdt lugng cac dich vu GD dl ddp iing yeu cdu ngdy cdng cao cua xd hgi Tuy nhien, nhung nghien cihi vl chat lugng dich vy GD va su hdi long ciia nguoi dan noi chung vd ciia ngucri hgc noi rieng a Trung Quoc vdn con ban chl (Wang, 2012)
Z.2 Danh gia chat lUtfng dich vu gido due va sU hai long vfli chat liTdng djch vu giao due
2.2.1 Lifa chon va xay di/ng cong cu danh gia
Co ba xu huong \ay dung vd su dung cong cy ddnh gid chdt luong djch \TJ GD vd sir hai long vai chdt lugng GD o Trung Quoc
Xu huong thii nhdt la su dung nguyen ban cdc cong cy da duac xdy dung a cdc nuac phuang Tay sau khi chuyen
Trang 3ngQ: sang tieng Trung vd thuc hien nhirng dieu chinh nho Huong Sli dung nay cho phep thuc hien nghien ciiu lien van hoa, so sdnh cdc chi so ddnh gia chat lugng djch vu GD giiia cac nhom khach the o cdc nuoc, vimg khdc nhau Kwan \ a Ng (1999) da Sli dyng SERVQUAL va kit qud cho thdy nhiing khac biet trong nhan thiic ve cac chi so ddnh gid chdt lugng GD dai hgc giiia SV tir hai nen van boa khac nhau Id MT va Trung Quoc (bao gom Trung Quoc luc dia va Hong Kong) cimg nhu giira SV co cimg nguon goc van hoa nhung CO dac tnmg xa hoi rieng, do la, SV Trung Quoc luc dja vd SV Hong Kong
Xu huong thu hai, cdc nha nghien cim thuc hien qua trinh thich nghi hoa, dteu chinh npi dung cong cu de phii hgp hon vdi dac diem van hoa, xa hpi Trung Quoc cung nhu muc dich nghien cuu Barnes (2005) da thich nghi hoa thang ddnh gia chdt lugng dich vu da dugc xay dung d cdc nudc phdt trien phuong Tay de cd the sii dung phii hgp vdi nhom khdch thi la SV Trung Qudc dang hgc sau dai hgc d mpt trudng kinh doanli va qudn tri d Anh,
Xu hudng thit ba la tu xay dung eong cu ddnh gid dua tren mo hinh dd dugc xdy dung va sir dung, nhiing nghien ciru da co d phucmg Tdy Nghien ciiu ddnh gia chdt lugng dich vu GD va mice do hai long cua ngudi ddn ddi vdi dich vu GD ciia Shen va Wang (2011) la mgt dai dien tieu bieu cho xu hudng nay Dua tren nghien cuu da co, nhdm tac gid dd xay dung bg cong cu bao gom 21 tieu chi danh gid chdt lugng djch vu GD va 2 tieu chi danh gia muc do hai long tdng thi vdi djch vu GD cong Trong do, cdc tieu chi ddnh gia chdt lugng thi hien 6 khia canh: GD co dinh hudng chdt lugng, chat lugng GD {giao vien, chuang trinh, thiet bi), chi phi cho GD, su minh bach, sic cdng bdng trong GD va sir tham gia vdo hoat dgng GD Su hdi long tong the bao gdm I tieu chi ddnh gid chat lugng chung cua dich vu GD cong vd 1 tieu chi ve su bdi long vdi dieh vu GD cdng
Tuong tu, nghien ciiu ciia Wang (2012) ve su hdi long cua SV dai hgc d tinh Shijiazhuang, Trung Quoc ciing thu thdp dCr lieu thong qua cong cu tu xdy dung, dua tren sg the hi?n (performance based), theo cdch thirc ciia cong cu SERVPERF (ddnh gid chat lugng dua tren nhdn thiic ciia khach hang ve chdt lugng dich vu GD)
2.2.2 Cdc loai mo hinh va cong cu dddc sif dung
Trong cac loai mo hinh va cong cu da co, SERVQUAL dugc Sli dyng nhieu nhat de ddnh gid chat lugng dich vu GD vd sy hai ldng vdi chdt luong dich vu GD d Tnmg Qudc Cdc nghien cim chi ra rdng, SERVQUAL (nguyen ban cua Parasuraman Zeithaml, vd Berry, 1988 va nhiing ban co dilu chinh) la thang do phii hgp de tim hieu nhdn thiic ve chat lugng djch vu (Kwan va Ng., 1999); Tim hieu sy mong
dgi vd nhan thiic vk chdt lugng djch vu GD (tir dd la sy
hai long vdi chdt lugng djch vy GD) cua S\' Trung Qudc (Barnes, 2014)
Phien ban "con" cua SERVQUAL la SERVPERF cung dugc su dgng dc danh gia chdt lugng djch \u GD (Law, 2013) Trong khi SERVQUAL bao gom cdc cau hdi ve
- hrii vl nhdn thiic su mong dgi ciia khach hang va cac cau "^' ypERP chi ciia khdch hang ve chdt lugng dich vu thi S ^ ^ ^^^^ bao gdm cdc cau hoi vl nhdn thirc ciia khacb * ^^^^ ^^^
lugng dich vy Kit qud nghien '^^^'J^'^iUktlugn^ thdy, SERVPERF nen dugc - clung d e ^ ^ § ^.^ ^^J dich vy GD bdi do tm c,y va va nnh h^" J ^J
do ddp ling yeu cau Tuy nhien, ngh.en cuu c ^
thuc hien vdi SV Dai hgc Hong Kong ^^ f^^V^^^: ^
tilp nhdn khuyin cao ndy vd sii dyng SERVPERF voi cac tnrdng dai hoc ciia Tnmg Qudc can luu y den su khac biet trong ddc dilm xa hdi ciia Tnmg Quoc luc d,a va Hong Kong nhu da chi ra trong nghien cuu cua Kwan va Ng (1999) „ ^ Ben canh cdng cu SERVQUAL vd SERVPERF, mpt cong cu khac da dugc thir nghiem su dung do la HEdPERF do Abdullah (2006) xay dung nhdm muc tieu cu the Id ddnh gid chdt lugng trong mdi trudng GD dai hgc Ket qud thir nghiem cua Law (2013) vdi SV D^i hgc Hong Kong cho thdy HEdPERF khdng dugc danh gid cao nhu SERVPERF trong vi?c danh gia chdt lugng dich vy GD dai hgc do dg tin cay va tinh hieu luc khong cao
Ngodi ra, mo hinh Chi so hai long ciia khach hang (CSI) cung dugc su dung de ddnh gid miic do hdi long ddi vdi dich vu GD Zhang, Han vd Gao (2008) da xdy dung mo hinh danh gid miic do hdi long cila SV dai hpc dua tren khung li thuylt ciia chi sd hdi long ciia khach hdng cua MT (ACSI) vd Chau Au (ECSI) Nhdm tac gia da bd sung biln mdi la hoat ddng cua SV (student activity), ddy la bien c6 dnh hudng ldn den nhdn thirc ciia SV vl chdt lugng va gid tri Chen, Yi vd Yu (2015) da dilu chinh cdc chi s6 da co nhu ASCI, ECSI vd CCSI (cua Canada) dl xdy dung mo i hinh chi sd hai long ciia cac trudng dai hpc Trung Quoc • (SUident Satisfaction Index Model of Chinese College)' gdm cdc bien: Thdng tin, hinh dnh nha trudng, sir mong chd cua SV, nhdn thiic ve chat lugng, nhdn thiic ve chi phi, nhan thiic ve gid tri, su hai long ciia SV, su than phien cua' SV va su trung thanh ciia SV
2.2.3 Doi tlidng khao sat, danh gia
Trong cac cdng trinh dugc cdng bd bdng tiing Anh, khdch thi thuc hi?n ddnh gid chdt lugng dich vy GD va su hdi long vdi chdt lugng dich vu GD d Trung Qudc it da d^ng Nhom khach thi chii yiu nhdt la cdc khdch hdng trvc tiep, ngudi hgc, dang hgc tai cdc trudng dai hgc, cao ddng (Kwan vd Ng 1999; Law, 2013; Zhang va cs., 2008) Rdt higm nghien ciru thyc hien vdi nhdm khach thi khdng phdi la ngudi hgc hodc la hgc sinh phd thdng Nghien cim thyc hi?n vdi cac nhdm khach the da dang nhu cdng trinh cua Cheng va Wang (2011) trong dd cd hpc sinh tnmg hgc phd thdng, SV da hgc, cao ddng va cha m? cua hpc sinh tilu hgc, trung hgc ca sd tham gia Id rdi han chl
Ngoai ra, mgt sd nghien ciiu thuc hi?n vdi khdch thi la SV nudc ngodi dang hgc d Trung Qu6c (Chen vd Mian 2016; Li, Thigc va Shi, 2017) hodc SV Trung Q u i dlTg
hpc a nuac ngoii (Barnes, 2005) Them vao do SV H
Trang 4phan bi?t vdi nhdm khdch thi SV Trung Qudc SV Tnmg Qudc vd SV Hong Kong cd nhilu dilm hrang ddng do cung ngu6n g6c vdn hda nhung ciing cd nhilu diem khdc biet do nhflng dac dilm ljch sir trong qua khir va chinh sach "mgt qu6c gia, hai chl dg" hien nay Nhiing d6i rirgng khao sat dac bi§t nay c6 kha ndng cung cdp nhung thdng tin hiiu ich cho cac nghien cim vl ddnh gid chdt lugng dich vu GD va s^ihai long vdi chdt lugng dich vu d Trung Quoc
2.3 Npi dung danh gia
Da phdn cac nghien cuu thuc hien khdo sat de ddnh gid chdt lirpng cac dich vu GD vd su hai long vdi chdt lugng
dich vu GD hong nhilu linh vuc ciia nha truang Nghien
ciu cua Shen va Wang (2011) ddnh gia 6 khia cgnh ciia GD phi thong va d^i hpc, do la GD c6 djnh hudng chdt lugng, chit lugng GD (giao vien, chuang trinh, thilt bi), chi phi cho GD, sy minh btich frong GD, su cdng bdng trong GD va sy tham gia vao GD Nghign ciiu cua Kwan vaNg (1999) ddnh gid vl 07 khia canh tac dgng den chat lugng ciia trudng dai hgc va su hdi long cua SV, do la: Ndi dung khoa hoc, sy quan tam den SV, co sd vdt chdt, kiem tra - ddnh gid, phuang phdp gidng day, boat dong xa hpi va con ngudi Tuong tu, nghien ciiu cua Wang (2012) ddnh gia sir hai 16ng cua SV voi 03 linh vuc chu yeu ciia chat lugng dich vy GD, do la mdi quan he tuang tde, radi trudng vat chdt va chdt lugng ddu ra 03 linh vuc nay bao gdm 13 thanh tl, d6 Id: Chuyen mdn, giao tiep ca nhdn, nhan vien hanh chinh, thdi dp va hanh vi, ndi dung khda hpc, co sd vat chat, ki tiic xd nha trudng, thu vien, ddi sdng xa hdi, su an loan, yeu to xd hpi, phdt trien ca nhan, phat trien hgc thuat Viec danh gid chdt lugng dich vu GD d nhieu ITnh vuc khac nhau cho thdy nhihig y6u td chu yeu dong g6p vdo su hai long tong the ciia khdch hdng ddi vdi chat lugng djch vu GD Nhom tac gid Li vd cpng su (2017) tryc tilp khdo sdt muc dp h^i long cua SV vdi cdc dich vu GD d 05 linh vuc ciia nha tmong, d6 la hoat dpng hgc d trudng, cugc song hoc dirimg, quan li trudng hpc, mdi hudng xung quanh, van mmh do thi vd moi tnrong
Ngugc lai vdi nhiing nghien ciiu bao quat cdc linh vyc ciia nha tmdng, mpt sd nghien ciiu chi tdp trung vao mgt n^i dung hoat dpng cy thi Chdng han, nghien cuu ciia Xiaoguang (2014) tdp himg danh gia chdt lugng chuong trinh dao tgo dgi hpc (undergraduate programs) thdng qua miic do hdi 16ng cua SV Tir do, npi dung ddnh gid chi bao gflm nhihig yiu to hen quan OTIC tilp, gdm chuong trinh % hpc (cumculum), gidng day teen ldp, ddo tgo chuyen
^ CO sd vgt chdt day hgc va quan li hogt dgng giang day
H Van dyng ket qu^ danh gia chat Iddng djch vu giao due va
^U\ ling d£i vdi chat lifdng djch vu gi&o due
Trong khi c6 tuong ddi nhilu cdng trinh vl ddnh gia chdt Img djch vy GD vd sy hdi 16ng cua khdch hang ddi vdi aich v\i GD nhu dd trinh bay d hen thi kho tim dugc cac nghien cihi tap tnmg vao vi^c van dung kit qua ddnh gid
^^t \ugng djch vy GD vd sy hdi long vdo vi?c nang cao
) '^M lugng cdc djch vg
nghien cim cua Li vd cdng su (2017) dl xudt mgt so bien phdp nhdm ndng cao chdt lugng djch vu GD sau khi khao sdt sy hdi long cua SV qudc tl hoc tai Tinh Jiangsu, Trung Qudc Nhdm nghien ciiu dl nghi ed them su hd trg vl ngdn ngii, cdi thien dieu kien sdng co bdn ciia SV qudc tl va dich vu qudc te ve quan li GD, dilu chinh cdu tnic thu vien va website ciia tnrdng, giam thilu su khac biet trong GD qudc te giua cdc trudng dai hgc, cao ddng trong tinh Jiangsu vd nhdn manh tinh chudn muc trong cong tde dilu hanh
Li do ciia su thilu vang nhiing cdng trinh vl van dung kit qua ddnh gid chat luong dich vy GD va miic dd hai long co the den tir tinh mdi me cua viec danh gid chdt lugng GD va sy hai Idng vdi chat lugng GD d Trung Quic Cac nghien eiiu hign tai ehii yiu dang trong giai doan khdm phd, tim hieu thii nghiem cac mo hinh, cong cu ddnh gta dl kilm tra dp tin cay, tinh hieu luc ciia chiing eung nhu kha ndng sii dung cac md hinh, cdng cu do vao mdi tnrdng Trung Quic De CO thi van dung ket qud ddnh gid chdt lugng GD vd sy hai long cua khdch hang GD vdo viec ndng cao chdt lugng dich vu GD, dieu ddu tien la cdn phai cd cde cdng cu dap ling nhirng yeu cdu tren
Li do khac ddn den tinh trang tren co the lien quan din kha ndng tiep can cdc tai lieu lien quan den viec van dung ket qua ddnh gia chdt lugng dich vu GD vd sy hai long d Trung Qudc Da phdn tai lieu lien quan dugc viet bang tiing Trung dang tai tren cdc tap chi, sach bao tieng Tnmg, chi mdt sd it tdi lieu dugc cdng bd bang tieng Anh Ben canh rao cdn ngdn ngii thi do nhieu nguyen nhan khdc nhau, viec tiep can cac tai lieu tieng Trung xudt ban tai Trung Quoe theo cdch thudng ldm vdi eac tai lieu cdng bo qudc te ciing gap nhieu khd khan
3 Ket luan va bai hpc kinh nghidm cho Viet Nam
- Hoan thien md hinh va cdng cy ddnh gia ehdt lugng dich vu GD va sy hai ldng ddi vdi chat lugng dich vu GD d Vi?t Nam la mdt trong nhirng viec lam cap thiet, De ldm tdt viec nay, chiing ta can su dung hieu qua ngudn tdi nguyen da cd nhu cdc md hinh, cdng cy da duoc nghien cihi vd dp dung d cdc nudc phat trien Ben canh do, cdn thich iing, dieu chinh de phii hgp vdi bdi canh Viet Nam; Cdn kiem dinh dp tin cay, tinh hieu lyc, tinh phu hgp cua cac md hinh, cdng ey dugc thich ling hoac xdy dung mdi; Cdn lya chgn mo hinh, edng cu phu hgp vdi muc dich, hoan cdnh cu the ciia co sd GD
- Can cd nhung nghien cim mang tinh he thdng ve ddnh gia chit lucmg dich vu GD va sy hai long ddi vdi chdt lugng GD d cdc ca sd GD d Viet Nam Ket qua nghien ciiu can dugc cong bd qudc te de chia se nhirng kinh nghiem eua Viet Nam vdi cgng ddng quoe tl, vira ddng gop chung vao tn thiic chung ciia nhan loai vira la ca hpi de cd the trao ddi va hpc tdp ldn nhau
- Chinh phii Viet Nam vd cdc co sd GD cdn thiic day manh me vi?c van dung kit qua ddnh gia ehdt lugng dich vu GD va sy hai long ddi vdi chdt lugng dich vu GD vdo viec nang cao chat lupng dich vy GD
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EVALUATION ON EDUCATIONAL SERVICE QUALITY AND SATISFACTION WITH EDUCATIONAL SERVICE QUALITY IN CHINA
Tran Thi Tu Anh^ Nguyen T h a m ^ Dinti Thi Hong Van^
' Email; tuanh.tran@yahoo.com ' Email: nguyenthamsp@gmail com ^ Email (lthvan2000@vahoo com Hue University of Education
34 Le LOI, Hue city, Thua Tliien Hue province Vielnam
ABSTRACT: Recently, the evaluation of educational service quality and
the satisfaction of learners are getting more attention The obtained evaluation results would be applied to improve the quality of educational services in order to enhance the reputation and the competitiveness of educational institutions China can be considered as a case study due to Its highest population along with fast economic and social development The author made an overview on the choice of evaluation tools and models, such as SERVQUAL SERVPERF and HEdPERF, „ The evaluations have been conducted on learners, investigated on several evaluation methods which focused on different aspects of the educational services Positive and negative sides of each method are detailed in the paper, from which some applicable lessons for Vietnam educational service system would be found as the conclusion ofonaoina research ^ ^
KEYWORDS: Quality; education; evaluation: China