BO GIAO DUC VA DAO TAO TRUONG DAI HOC MO THANH PHO HO CHI MINH - " HA ' VU XUAN 'cAc YEU TO ANH HUONG DEN SU HAI LONG CUA SINH VIEN HINH THUC VUA LAM VUA HOC DOI VOI CHAT LUONG DICH VU DAO TAO HOC SAi GON CUA TRUONG.DAI • • Chuyen nganh Ma s6 chuyen nganh : Quan tri kinh doanh : 60 34 01 02 LU~N VAN TH_.;.C Si QUAN TRJ KINH DOANH TR~ONG D~I HOC Md TP HCM THU' VleN Ngucri hu6ng d~n khoa h9c: TS TRUONG THJ LAN ANH Tp Hf> Chi Minh, nam 2014 LOI CAM DOAN Toi xin cam doan lu~ van "Ctic yiu t8 iinh hU'itng ain S{C hai long cua sinh vien hinh thfrc vira lam vira hpc a8i vUi chflt lll'(J'llg djch v(l dao t(lo cua trll'irng D(li hpc Sai Gon" la cong trinh nghien CUu cua rieng toi va th\l'C hi~n du&i S\f hu&ng ddn khoa hQc cua TS Truong Thi Lan Anh Cac s6 li~u d~ tai duqc thu th?p va su dvng m()t each trung th\fc K€t qua nghien ctiu duqc trinh bay lu?n van khong chep cua bAt cu lu?n van nao va ciing chua duqc trinh bay hay cong b6 abAt cu cong trinh nghien CUu nao khac tru&c day Thanh ph6 Hb Chi Minh, thang 05 nam 2014 Tac gia lu?n van Vii Xuan Ha LOI CAMON D€ hoan lu~n van nay, toi xin duqc chan gfri lai cam an d€n: TS Truang Thi Lan Anh, nguai da chi bao va hu6ng dftn t~n tinh d€ toi c6 th€ hi€u ro phuang phap khoa h9c va rn)i dung d€ tai, tu d6 hoan chinh lu~n van Quy thfiy co truang D~i h9c M& TP Hb Chi Minh, d~c bi~t la Khoa Quan tri Kinh doanh da truy€n d~t nhfrng ki€n thuc va kinh nghi~m quy bau lam n€n tang vfrng chiic d€ hoan lu~ van ding nhu phvc V\1 cho cong vi~c sau Cu6i cimg, xin gfri lai cam an d€n gia dinh, b~ be, dbng nghi~p da ling h9 v€ m~t tinh thfin, t~o di€u ki~n, t~o d()ng h.rc va h6 trq cho toi su6t qua trinh h9c t~p va thl.rc hi~n d€ tai Xin chan cam an Thanh ph6 Hb Chi Minh, thang 05 nam 2014 NguCYi vi€t Vfi Xuan Ha 11 MUCLUC ' ', LOI CAM DOAN i LOI cAM ON ii MTJC Ll)C iii DANH Ml)C HINH VA DO THJ vi DANH Ml)C BANG vii CHUONG 1: Md DAU 1.1 Ly nghien ctru 1.2 Cau hoi nghien ctru 1.3 Mvc tieu nghien ctru 1.4 Ph~m vi nghien cuu 1.5 y nghia cua nghien ctru 1.6 K€t cdu cua nghien ctru CHUONG 2: CO Sd LY THUYET VA MO HINH NGHIEN CUu 2.1 Gi&i thi~u 2.2 Cac khai ni~m 2.2.1 Truang d~i hQc 2.2.2 Giao dvc thuang xuyen, hinh thuc vira lam vira hQc 2.2.3 Khai ni~m chdt luqng 2.2.4 Khai ni~m dich Vl,l •••••.•.• •.•• •.• •.• •.••• ••• •.••.• •• •.••.•••••.••.•••.• •.• 2.2.5 Dich V\l giao dvc d~i hQc 2.2.6 Chdt luqng dich V\l va chdt luqng dich Vl,l dao t~o ···································· 2.2.7 Sµ hai long cua khach hang 10 2.2.8 Mf>i quan h~ gifra chdt luqng dich V\l va S\l' hai long cua k.hach hang 10 2.3 Cac mo hinh nghien ctru v~ chdt luqng dich V\l············································· 11 2.3.1 Mo hinh chdt luqng dich V\l cua Gronroos 11 2.3.2 Mo hinh chdt luqng dich V\l cua Cronin va Taylor (1992), thang do~ SERVPERF 12 2.4 M(>t s6 nghien ctru tru&c 15 2.5 Mo hinh nghien ctru 18 2.5.1 Mo hinh nghien ctru 18 2.5.2 Dinh nghia cac bi€n d(>c l~p, bi€n phv thu(>c 19 2.5.3 Cac gia thi€t 20 CHUONG 3: PHUONG PHAP NGHIEN CUu 21 Phuang phap nghien ctru 21 3.1.1 Nghien ctru sa b(> 21 3.1.2 Nghien cuu chinh thuc 21 Xay dµng thang 21 3.2.1 Thang sa b(> 21 3.2.2 Bang thang d~ xudt cua nghien cuu 26 111 ·' ' 3.3 Du li~u nghien cuu 28 3.3.1 Mdu nghien cuu 28 3.3.2 Quy trinh nghien cuu 28 3.4 Phuang phap Ifiy mdu va phan tich s6 li~u 30 3.4.1 Phuang phap Ifiy mdu 30 3.4.2 Phan tich s6 li~u 30 3.5 Tom tAt chuang 301 CHlfdNG 4: KET QUA NGHIEN CUu 32 ~ d·A , mau ?\' , 32 1em cua n ghi~en cuu 4.1 D~c 4.2 Phan tich d tu6i 32 Hinh 4.3: Thong tin theo ngh€ nghi~p 33 Hinh 4.4: Thong tin v€ each nh~n bi€t kh6a h9c 33 Hinh 4.5: Mo hinh nghien cuu chinh thuc cua d€ tai 41 Hinh 4.6: Mo hinh hbi quy cua nghien cuu 44 ' p h'ap ca1 ' t.: , yeu : t: 53 H,mh 1: Th,u t1J dua gia1 1en cac Vl DANH MUC BANG Bang 2.1: Bang t6ng hqp m hbi quy da bi€n cua mo hinh 43 Bang 4.7: H~ sb phuang sai ANOVA b cua hbi quy tuy€n tinh 43 Bang 4.8: H~ sb hbi quy Coefficientsa 44 Ba,ng 4.9: K€t qua T - test dbi v&i dia diem h9c 45 410 , t'inh 46 B ang : K: t e qua T - t estd: 01 v a'·1 g1a1 Bang 4.11: K€t qua phan tich phuang sai theo dng cua nhii'ng ySu t6 tren dSn sv hai long cua sinh vien va m6i lien h~ giua cac ySu t6 mo hinh nhu th€ nao ? 1.3 Mvc tieu nghien cfru D€ tai t~p trung nh~n d~ng cac y€u t6 tac d(} tuAi Descriptives HL 95% Confidence Interval for Mean Std Mean N < 30 tuoi 30toi= 40 tuoi Total , Test of Homogeneity of Variances HL Levene Statistic 2.359 Sig df2 df1 267 096 82 ANOVA HL Sum of Squares Between Groups df Mean Square F 4.786 2.393 Within Groups 143.754 267 538 Total 148.540 269 Sig 4.445 013 Post Hoc Tests Multiple Comparisons HL Dunnett t (2-sided) 95% Confidence Interval Mean Difference (1-J) Sig (I) TUOI (J) TUOI < 30 tuoi >= 40 tuoi -.12302 16836 600 -.4842 2381 30 toi = 40 tuoi 15688 17150 477 -.2110 5248 Std Error Lower Bound Upper Bound Vi tri d)ng tac Descriptives HL 95% Confidence Interval for Mean N Mean Std Std Lower Upper Deviation Error Bound Bound Minimum Maximum 23 4.0348 65686 13696 3.7507 4.3188 2.80 5.00 161 3.6186 77162 06081 3.4985 3.7387 1.80 5.00 Cong nhan 19 3.8421 66859 15339 3.5199 4.1644 2.80 5.00 67 3.7403 69196 08454 3.5715 3.9091 2.40 5.00 270 3.7000 74310 04522 3.6110 3.7890 1.80 5.00 Quan ly bac trung Nhan vien van phong Total 83 , Test of Homogeneity of Variances < HL Levene Statistic 847 df1 df2 Sig 266 469 ANOVA HL Sum of Squares Between Groups df Mean Square 4.136 1.379 Within Groups 144.404 266 543 Total 148.540 269 F 2.540 Sig .057 , 84 Ph\11\IC Gia tri trung binh cac y~u tA sau phan tich EF A Thang CO' sO' h~ ting Descriptive Statistics N Minimum Maximum Mean Std Deviation HT2 270 2.00 5.00 3.8333 75540 HT6 270 2.00 5.00 3.7926 83240 HT7 270 2.00 5.00 3.9815 79708 HT8 270 2.00 5.00 3.8074 84920 HT9 270 2.00 5.00 3.8407 77160 Valid N (listwise) 270 Thang d(}i ngti giang vien Descriptive Statistics Minimum N Maximum Mean Std Deviation GV1 270 1.00 5.00 3.1667 92768 GV2 270 1.00 5.00 3.3444 79722 GV3 270 1.00 5.00 3.4407 92578 GV4 270 1.00 5.00 3.4630 88593 GV5 270 1.00 5.00 3.5000 89919 GV6 270 1.00 5.00 3.2111 83369 GV7 270 1.00 5.00 3.2778 86262 Valid N (listwise) 270 Thang d(}i ngti hB trQ' Descriptive Statistics Minimum N Maximum Mean Std Deviation HTR1 270 1.00 5.00 3.4148 98226 HTR2 270 2.00 5.00 3.4815 78888 HTR3 270 1.00 5.00 3.3000 88503 HTR4 270 1.00 5.00 3.5407 80207 HTR5 270 2.00 5.00 3.3222 78784 HTR6 270 1.00 5.00 3.2148 95928 HTR7 270 2.00 5.00 3.3185 81027 Valid N {listwise) 270 85 Thang chU'O'ng trinh dao t~o Descriptive Statistics N Minimum Maximum Mean Std Deviation CT2 270 1.00 5.00 2.4222 1.22226 CT3 270 1.00 5.00 2.3259 1.24852 CT4 270 1.00 5.00 2.5370 1.39985 CT5 270 00 5.00 2.2815 1.36418 CT6 270 1.00 5.00 2.6148 1.49341 Valid N (listwise) 270 Thang chi phi khoa hqc Descriptive Statistics N Minimum Maximum Mean Std Deviation CP1 270 2.00 5.00 3.5815 96347 CP2 270 2.00 5.00 3.7519 92140 CP3 270 2.00 5.00 3.8259 95788 CP4 270 2.00 5.00 3.5778 1.00901 CP5 270 2.00 5.00 3.7407 1.00158 CP6 270 2.00 5.00 3.8222 95914 CP7 270 1.00 5.00 3.7296 1.02617 Valid N (listwise) 270 Thang S\f hai long Descriptive Statistics N Minimum Maximum Mean Std Deviation HL1 270 1.00 5.00 3.5074 92364 HL2 270 1.00 5.00 3.5333 92306 HL3 270 2.00 5.00 3.8185 79053 HL4 270 2.00 5.00 4.1111 81040 HL6 270 1.00 5.00 3.5296 99677 Valid N (listwise) 270 86 Gia trj trung binh cac y~u tA anh hmrng d~n S\f hai long Descriptive Statistics N Minimum Maximum Mean Std Deviation HT 270 2.00 5.00 3.8511 65706 GV 270 1.00 5.00 3.3434 68942 HTR 270 1.86 5.00 3.3704 65917 CT 270 1.00 5.00 2.4363 1.13675 CP 270 2.00 5.00 3.7185 75350 Valid N (listwise) 270 , 87 ... chi tieu tuy€n sinh d~i h9c, cao ding hinh thuc VL VH chi tb chuc tuy€n sinh dQ't, vao cac thang 3, thang 4, thang 10 va thang 11") Nam 2013, truang B~i hc Sai Gon da tuy€n sinh hinh thuc... bao gbm sinh vien h9c t~i Thanh ph6 Hb Chi Minh va ,sinh vien h9c t~i cac don vi lien k€t Thai gian thl'C hi~n khao sat la nam 2013 Sir dvng bang cau hoi dong, thu th~p du li~u cua 270 sinh vien... th6ng ke Trong chdt luqng kY v9ng cua sinh vien nu&c va ban xu khac khong dang k€, thi chdt luqng cam nh~ cua sinh vien nu&c ngoai thdp hem rdt nhi~u Do d6, sinh vien nu&c ngoai c6 khoang each