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

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

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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Bҧng 5 2 Bҧng thӕng kê mô tҧ nhân tӕ 1ăQJOӵc phөc vө 89

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Bҧng 5 4 Bҧng thӕng kê mô tҧ nhân tӕ &ѫVӣ vұt chҩt 91

Bҧng 5 5 Bҧng thӕng kê mô tҧ nhân tӕ Giá cҧ 92

DANH SÁCH HÌNH

Hình 2 1 Toàn cҧQK.7;Ĉ+4*-HCM khu B 8

Hình 2 2 Các tòa nhà tҥL.7;Ĉ+4*-HCM khu A 8

Hình 2 3 Mô hình 5 khoҧng trӕng CLDV (Parasuraman, Zeithanml & Berry, 1985) 14

Hình 2 4 Mô hình SERVQUAL (Parasuraman & Berry, 1988) 17

Hình 2 5 Mô hình SERVPERF cӫa Cronin and Taylor (1992) 19

Hình 2 6 Mô hình nhân quҧ giӳa sӵ cҧm nhұn chҩWOѭӧng 27

Hình 2 7 Mô hình nghiên cӭX+j1DP.KiQK*LDRĈһng Thӏ Mӻ Hòe (2018) 28

Hình 2 8 Mô hình nghiên cӭu cӫa Trӏnh Thӏ HuӃ, NguyӉn ViӋt Hùng (2016) 29

Hình 2 9 Mô hình nghiên cӭu cӫa Khozaei, F., Ayub, N., Hassan, A S & Khozaei, Z., 2010) 30

Hình 2 10 Mô hình nghiên cӭu cӫa Shahid Bashir, Irshad Hussain Sarki and Juhari Samidi, 2012 31

Hình 2 11 Mô hình nghiên cӭu cӫa Suki, N M & Chowdhury, I A (2015) 32

+uQK0{KuQKÿӅ xuҩt nghiên cӭu 39

Hình 3 1 Quy trình thӵc hiӋn nghiên cӭu 45

Hình 4 1 phân phӕi chuҭn cӫa phҫQGѭFKXҭn hóa 77

Hình 4 2 So sánh kӃt quҧ nghiên cӭu vӟi các nghiên cӭXWUѭӟc 86

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