Đo lường mức độ hài lòng của học viên tại trung tâm ngoại ngữ đại học quốc gia TPHCM

B C O I H C KINH T TP.HCM LU CS TP - KINH T 10 L IC , , Khoa nh, - , , , : : 60.34.05 LU TP CS KINH T , , NG D N KHOA H C , TS Tp TP , - 15 10 i : : ii DANH M DANH M DANH M U, CH NG, BI Trang i ii iii vii vii viii VI T T TH 3 5 dung U 1.1 1.1.1 1.1.2 n 1.2 1.2.1 1.2.2 nc 1.3 14 1.3.1 1.3.2 nc 14 16 1.4 M 18 1.5 1.5.1 1.5.2 gi 19 i Vi 20 1.5.3 1.6 X 19 21 21 iii 1.6.1 21 1.6.2 23 25 -HCM - 2.1 Gi i thi u 2.2 26 26 -HCM 26 2.2.1 26 2.2.1.1 26 2.2.1.2 28 2.2.1.3 nh, 28 2.2.1.4 2.2.2 29 29 2.2.2.1 30 2.2.2.2 30 2.2.3 , 31 32 3: U 33 3.1 33 3.2 36 3.2.1 36 3.2.1.1 Th o lu 36 3.2.1.2 Ph ng v 36 3.2.1.3 K thu t li i dung quan tr ng 36 3.2.2 K t qu 37 ng 39 3.3.1 3.3.1.1 3.3.1.2 39 39 40 iv 3.3.1.3 40 40 3.3.2 41 41 3.3.2.2 43 3.3.2.2.1 44 3.3.2.2.2 47 3.3.2.2.3 50 3.3.2.3 51 3.3.2.4 53 3.3.2.5 the 57 58 : K T LU N NGH 59 ng h p v k t qu 4.2 G 59 ts 61 4.2.1 ch ng- 4.2.2 -C 62 c mu n 4.2.3 63 o 4.2.4 64 g 4.2.5 65 v t ch t 4.2.6 ch v h 66 - 67 4.3 68 4.4 4.5 68 69 U THAM KH O 71 Ph l c 1: ch 76 v Ph l c 2: 78 Ph l c 3: 20 80 o 81 Ph l c 5: 84 Ph l c 6: Ph l c 7: K 86 88 Ph l c 4: B ch v 102 Ph L c 8: -HCM AUSP FLC KTX ANOVA CA EFA KMO SPSS 10 VIF 11.Sig : HCM : -HCM (Australian University studies program) : (Foreign Language Center) : : (Cronbach Alpha) (Exploratory Factor Analysis) : H s Kaiser - Mayer Olkin : Ph n m m th :H s (Variance inflation factor) :M i DANH M Trang B c - 2.1: 2.2: 2.3: - 13 30 31 31 vi B ng 3.1: K t qu ki ch 2: 44 i B ng 3.3: K t qu ki nh 46 47 3.4: 49 3.5: 50 3.6: 51 51 B ng 3.9: M ng c 55 56 0: 75 Trang h 1.1: ng- S -S ng d ch v 19 24 2.1: - - 2.2: 27 c hi m u nh 31 ut ,t ah 35 3.2: ( ) 53 P L : Hi n nhu c u h c Anh ng r m vi c c, xu i nh p kinh t gi i i ph i it n kinh k , h th kinh doanh i ng tr ng , ng , g nh Tr n t ph , theo tinh th n 45 -2008 C a B T v vi c pv cao h c ( th s o Th c S Anh ng - n an h ) , , y ti ng t ng h c ng giao ti trung t ( , / HCM) Trung , , b i l n h , tham gia c a , a c m nh n Trong b , , HCM chuy i , , , HCM C A GIA TP ph l v ng d ch v t o Anh ng 90 (EFA) Component c5 c4 c1 c2 c6 c7 c3 c10 c9 c8 c13 c14 c12 c11 c21 c20 c24 c22 c19 c16 c17 c18 c15 742 729 679 652 637 604 594 266 206 408 257 281 210 315 284 324 226 289 449 745 730 716 570 568 538 502 252 284 226 217 202 346 224 355 314 211 201 437 228 294 794 747 679 612 562 277 281 213 350 331 839 729 723 497 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 91 ( Reliability Statistics Cronbach's Alpha N of Items 860 - ) Item Statistics Mean Std Deviation N c1 c2 c3 c4 c5 c6 c7 3.99 4.00 3.91 4.00 4.28 4.25 4.01 757 369 816 369 823 369 863 369 800 369 761 369 836 369 Item-Total Statistics Scale Mean if Item Deleted c1 c2 c3 c4 c5 c6 c7 Scale Variance if Corrected Item-Total Cronbach's Alpha if Item Deleted Correlation Item Deleted 24.45 24.44 24.53 24.44 24.17 24.19 24.43 13.199 12.992 13.076 12.742 13.008 13.683 12.985 663 640 616 639 653 561 621 Scale Statistics Mean Variance Std Deviation N of Items 28.44 17.421 4.174 836 839 842 839 837 849 841 92 o Reliability Statistics Cronbach's Alpha N of Items 864 Item Statistics Mean Std Deviation N c8 c9 c10 c11 c12 c13 c14 3.87 3.72 3.57 3.53 3.65 3.68 3.61 837 369 920 369 939 369 897 369 900 369 854 369 903 369 Item-Total Statistics Corrected Item-Total Correlation Scale Mean if Scale Variance Item Deleted if Item Deleted c8 c9 c10 c11 c12 c13 c14 21.76 21.91 22.06 22.10 21.98 21.95 22.02 16.774 16.062 15.736 16.458 16.320 16.283 15.779 597 631 664 592 610 660 693 Scale Statistics Mean Variance Std Deviation N of Items 25.63 21.565 4.644 Cronbach's Alpha if Item Deleted 850 846 841 851 849 842 837 93 - : Reliability Statistics Cronbach's Alpha N of Items 805 Item Statistics Mean Std Deviation N c19 c20 c21 c22 c24 4.12 3.75 3.84 3.69 3.83 760 369 818 369 756 369 829 369 778 369 Item-Total Statistics Scale Mean if Scale Variance Item Deleted if Item Deleted c19 c20 c21 c22 c24 15.11 15.48 15.39 15.54 15.39 Corrected Item-Total Correlation 6.415 5.479 5.559 5.733 6.146 453 677 732 584 515 Scale Statistics Mean 19.22 Variance Std Deviation N of Items 8.740 2.956 : Reliability Statistics Cronbach's Alpha N of Items 751 Cronbach's Alpha if Item Deleted 807 739 724 770 790 94 Item Statistics Mean Std Deviation N c15 c16 c17 c18 3.79 2.98 3.37 2.84 984 369 1.085 369 1.016 369 1.175 369 Item-Total Statistics Scale Mean if Scale Variance Item Deleted if Item Deleted c15 c16 c17 c18 9.19 10.00 9.61 10.15 Corrected Item-Total Correlation 7.497 5.693 6.211 6.038 Cronbach's Alpha if Item Deleted 367 690 631 523 782 609 648 711 Scale Statistics Mean 12.98 Variance Std Deviation N of Items 10.440 3.231 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .912 Bartlett's Test of Sphericity Approx Chi-Square 2565.257 df Sig 78 000 95 Total Variance Explained Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Initial Eigenvalues Co mp % of % of % of one Varianc Cumul Varianc Cumulat Varian Cumulat nt Total e ative % Total e ive % Total ce ive % 10 11 12 13 6.520 1.311 868 712 626 560 486 424 369 336 294 257 50.152 10.087 6.677 5.473 4.816 4.305 3.735 3.259 2.836 2.586 2.263 1.976 50.152 6.520 50.152 50.152 60.239 1.311 10.087 60.239 66.917 72.390 77.206 81.511 85.245 88.504 91.340 93.926 96.189 98.166 100.00 238 1.834 Extraction Method: Principal Component Analysis 4.566 35.122 3.265 25.117 35.122 60.239 96 ch Component c36 c34 c37 c35 c27 c38 c28 c33 c30 c31 c29 c32 c26 835 776 737 723 667 665 632 623 313 463 402 283 307 411 263 366 870 801 675 639 605 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 97 ch ng- -C Reliability Statistics Cronbach's Alpha N of Items 892 Item Statistics Mean c27 c28 c33 c34 c35 c36 c37 c38 Std Deviation 3.65 3.34 3.06 3.49 3.64 3.53 3.72 3.75 N 781 896 948 787 816 834 742 824 369 369 369 369 369 369 369 369 Item-Total Statistics Scale Mean if Item Deleted c27 c28 c33 c34 c35 c36 c37 c38 24.53 24.83 25.12 24.69 24.54 24.65 24.46 24.43 Scale Variance Corrected Item- Cronbach's Alpha if Item Deleted Total Correlation if Item Deleted 19.641 19.276 19.647 19.249 19.912 18.876 19.695 19.838 701 639 542 757 621 763 737 625 Scale Statistics Mean 28.18 Variance 25.102 Std Deviation 5.010 N of Items 875 881 892 870 882 868 872 882 98 c mu n Reliability Statistics Cronbach's Alpha N of Items 842 Item Statistics Mean Std Deviation c26 c29 c30 c31 c32 3.62 3.58 3.61 3.59 3.48 N 802 369 770 369 804 369 816 369 741 369 Item-Total Statistics Scale Mean if Item Deleted c26 c29 c30 c31 c32 14.26 14.31 14.27 14.29 14.40 Scale Variance if Item Deleted Corrected Item- Cronbach's Alpha if Total Correlation Item Deleted 6.432 6.479 5.911 6.338 6.437 596 620 753 607 669 Scale Statistics Mean 17.88 Variance 9.500 Std Deviation 3.082 N of Items 825 818 780 822 805 99 Descriptive Statistics Mean Std Deviation Analysis N c25 c39 c40 c41 c42 c43 3.64 3.69 3.30 3.24 3.49 3.67 852 816 840 871 828 833 369 369 369 369 369 369 Kaiser-Meyer-Olkin Measure of Sampling Adequacy .908 Bartlett's Test of Sphericity Approx Chi-Square 1716.451 df 15 Sig .000 Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % Total 4.466 74.426 74.426 4.466 507 8.452 82.878 326 5.432 88.310 276 4.597 92.907 238 3.962 96.869 188 3.131 100.000 Extraction Method: Principal Component Analysis % of Variance 74.426 Cumulative % 74.426 100 Component Matrixa Component c43 c42 c39 c41 c40 c25 896 885 877 860 850 805 Extraction Method: Principal Component Analysis a components extracted Reliability Statistics Cronbach's Alpha N of Items 931 Item Statistics Mean Std Deviation N c25 c39 c40 c41 c42 c43 3.64 3.69 3.30 3.24 3.49 3.67 852 369 816 369 840 369 871 369 828 369 833 369 101 Item-Total Statistics Scale Mean if Item Deleted c25 c39 c40 c41 c42 c43 17.39 17.34 17.73 17.79 17.54 17.36 Scale Variance if Item Deleted Corrected Item- Cronbach's Alpha if Total Correlation Item Deleted 13.597 13.333 13.362 13.107 13.211 13.099 724 817 782 794 826 842 Scale Statistics Mean 21.03 Variance 18.869 Std Deviation 4.344 N of Items 927 915 920 918 914 912 102 8: K T QU K t qu I QUY i quy Variables Entered/Removedb Variables Removed Model Variables Entered v t ch t, D ch v h v Method t Enter c mu ch t ng- a C a All requested variables entered b Dependent Variable: S Model Summaryb Model R 896 R Square a 803 mu ch b Dependent Variable: S Adjusted R Square 800 Std Error of the Estimate DurbinWatson 44707295 v t ch t, D ch v h h ng-C 1.988 c 103 ANOVAb Sum of Squares Model Regression df Mean Square 295.646 72.354 Residual Total 362 F Sig 49.274 246.526 000a 200 368.000 368 v t ch t, D ch v h c mu t ch c ng-C b Dependent Variable: S Coefficientsa Unstandardized Coefficients Model B (Constant) Std Error Standardized Coefficients Beta Collinearity Statistics t Sig Tolerance VIF 8.617E18 023 000 1.000 638 033 638 19.237 000 494 2.023 244 027 244 8.988 000 738 1.356 119 026 119 4.637 000 824 1.214 186 028 186 6.553 000 677 1.478 089 027 089 3.326 001 767 1.304 v t ch t 117 a Dependent Variable: S 027 117 4.286 000 723 1.383 ch c t ng- - C nh c mu n Ho t o D ch v h - 104 : ... - n an h ) , , y ti ng t ng h c ng giao ti trung t ( , / HCM) Trung , , b i l n h , tham gia c a , a c m nh n Trong b , , HCM chuy i , , , HCM C A GIA TP ph l v ng d ch v t o Anh ng ah... d ch v o t i HCM : H ng d ch v t hi u c i thi u c a h h t qu kh tr ng d ch v o Anh ng t h ct c Gia TP.HCM, m c n gi i quy t gi ng d ch v m nh ot h ch t -HCM ng h ch ng d ch v G o t s gi c vi... n v k v p nh t 11 Kho t hi i nh n th c c ch v g c chuy n k v ng c a d ch v Kho xu t hi ch v n giao d ch v nh Kho xu t hi n qu v ng c Kho ch ng d ch v xu t hi t gi a ch ng k v ng b i ng h c