Luận văn thạc sĩ Quản trị kinh doanh: Sự hài lòng về chất lượng dịch vụ: Tình huống nghiên cứu tại ký túc xá sinh viên Đại học Quốc gia Thành phố Hồ Chí Minh

SATISFACTION OF SERVICE QUALITY: CASE STUDY AT STUDENT DORMITORY

VIET NAM NATIONAL UNIVERSITY HO CHI MINH CITY

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ABSTRACT

This study is conducted with two main objectives: (1) Identify and measure the factors affecting satisfaction with service quality at the student dormitory Viet Nam National University Ho Chi Minh City (Dormitory of VNU-HCM) Check the difference by characteristics: gender, course, majors, monthly allowance, location of accommodation building on satisfaction with service quality at the dormitory of VNU-HCM; (2) Suggest some ideas, implications of governance to improve services for students staying in the dormitory of VNU-HCM

The study is conducted in 2 phases: (1) Preliminary research and (2) Formal research The preliminary interview with 15 respondents: 5 leaders of the dormitory, 5 students moved outside after staying in the dormitory and 5 students were staying at the dormitory, edit the questionnaire The quantitative and quantitative data collection method will be coded and processed with the support of SPSS software to produce the results The scale of scales used was derived from previous research with modifications to fit the context of dormitory service surveyed

The study has also determined that the factors affecting satisfaction in descending order are: Reliability, Assurance, Responsiveness, Facilities and Price that affect satisfaction on the quality of dormitory The factors of gender and monthly allowance also affect the satisfaction of service quality of VNU-HCM dormitory The research results can be used as a reference source for planning strategies to improve services for students staying in the dormitory VNU-HCM

Although the topic has reached its intended purpose, this study does not avoid certain limitations when using research results

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4.1 Tóm tҳt thông tin mүu nghiên cӭu 63

4.2 KӃt quҧ SKkQWtFKÿӝ tin cұ\WKDQJÿRFKRFiFNKiLQLӋm nghiên cӭu 65

4.3 KӃt quҧ phân tích nhân tӕ khám phá - EFA 68

4.3.1 Phân tích EFA cho các biӃQÿӝc lұp 69

4.3.2 Phân tích EFA cho biӃn phө thuӝc 72

4.4 KӃt quҧ kiӇPÿӏnh các giҧ thuyӃt cӫa mô hình nghiên cӭu 74

4.5.2 KiӇPÿӏnh sӵa khác biӋt vӅ các yӃu tӕ giӳa các nhóm mӭc trӧ cҩp hàng tháng

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4.5.3 KiӇPÿӏnh sӵ khác biӋt vӅ các yӃu tӕ giӳa các nhóm ngành hӑc 82

4.5.4 KiӇPÿӏnh sӵa khác biӋt vӅ các yӃu tӕ giӳa các nhóm khoá hӑc 83

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