Service quality and customer satisfaction of training programs at the center for management training consulting, hanoi school of business and management, vietnam national university hanoi

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN NGÂN HÀ SERVICE QUALITY AND CUSTOMER SATISFATION OF TRAINING PROGRAMS AT THE CENTER FOR MANAGEMENT TRAINING & CONSULTING, HANOI SCHOOL OF BUSINESS AND MANAGEMENT, VIETNAM NATIONAL UNIVERSITY CHẤT LƢỢNG DỊCH VỤ VÀ MỨC ĐỘ HÀI LÒNG CỦA KHÁCH HÀNG VỚI CÁC KHÓA ĐÀO TẠO TẠI TRUNG TÂM ĐÀO TẠO VÀ TƢ VẤN QUẢN TRỊ, KHOA QUẢN TRỊ & KINH DOANH, ĐẠI HỌC QUỐC GIA HÀ NỘI LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2018 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN NGÂN HÀ SERVICE QUALITY AND CUSTOMER SATISFATION OF TRAINING PROGRAMS AT THE CENTER FOR MANAGEMENT TRAINING & CONSULTING, HANOI SCHOOL OF BUSINESS AND MANAGEMENT, VIETNAM NATIONAL UNIVERSITY CHẤT LƢỢNG DỊCH VỤ VÀ MỨC ĐỘ HÀI LỊNG CỦA KHÁCH HÀNG VỚI CÁC KHĨA ĐÀO TẠO TẠI TRUNG TÂM ĐÀO TẠO VÀ TƢ VẤN QUẢN TRỊ, KHOA QUẢN TRỊ & KINH DOANH, ĐẠI HỌC QUỐC GIA HÀ NỘI Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƢỜI HƢỚNG DẪN KHOA HỌC: TS TRẦN HUY PHƢƠNG Hà Nội - 2018 DECLARATION The author confirms that the research outcome in the thesis is the result of author’s independent work during study and research period and it is not yet published in other’s research and article The other’s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration Hanoi, date of …… / …… /…… Nguyen Ngan Ha ACKNOWLEDGEMENT I have gained huge knowledge, skill and insights from my MBA course The course raises my capacity of administration and management up to the next level I declare that this is a true copy of my thesis The content of this thesis has been approved by the committee of Vietnam National University, Hanoi – Hanoi School of Business and Management (HSB) This thesis has not been submitted for a higher degree to any other University or Institution In order to finish this project successfully, I have received many helps, supports and guidance from many people who I would like to thank sincerely First of all, I would like to thank all the professors of MBA program, especially Dr Tran Huy Phuong – my supervisor Then I would like to thank deeply to class assistant team of HCC center, respondents and interviewees who allowed me to gather enough data for this research Finally, I would like to express my thanks to my husband, my family, my colleges and my fellow friends who always stand by me during the past two years and encourages me to keep moving from the beginning of my study Hanoi, date of …… / …… /…… Nguyen Ngan Ha CONTENT ABBREVIATION i LIST OF FIGURES ii LIST OF TABLES iii INTRODUCTION 1 Rationale Literature review 3 Aims of research Objects of research Scope of research Research methodology 7 Thesis structure 10 CHAPTER I THEORETICAL BACKGROUND ON CUSTOMER SATISFACTION WITH TRAINING SERVICE QUALITY 11 1.1 Basic concepts 11 1.1.1 Training service 11 1.1.2 Service quality 12 1.1.3 Customer satisfaction 13 1.2 Service quality and customer satisfaction 14 1.3 Service quality assessment models 16 1.3.1 Service Quality Gap Model 16 1.3.2 Service quality 10 component model 18 1.3.3 SERVQUAL and SERVPERF models 19 1.3.4 Theorical framework & Hypothesis 21 1.3.5 Designing Scales and Questionares 24 1.3.6 Data collection method 27 CHAPTER II ASSESSING THE SITUATION OF CUSTOMER SATISFACTION WITH TRAINING SERVICE AT THE CENTER FOR MANAGEMENT TRAINING & CONSULTING, HANOI SCHOOL OF BUSINESS AND MANAGEMENT, VNU 28 2.1 Introduction of the Center for Management Training & Consultancy, Hanoi School of Business and Management, VNU 28 2.1.1 Introduction of Hanoi School of Business and Management, Vietnam National University Hanoi 28 2.1.2 Center for Management Training & Consultancy, Hanoi School of Business and Management, Vietnam National University Hanoi 32 2.2 The situation of customer satisfaction with training services at Center of Corporate Training and Consultancy, Hanoi School of Business and Management, VNU 34 2.2.1 Program Designing 34 2.2.2 Lecturers Team 36 2.2.3 Training Notes 37 2.2.4 Suportive Service 38 2.3 Survey results on customer satisfaction with training services at Center of Corporate Training and Consultancy, Hanoi School of Business and Management, VNU 39 2.3.1 Research sample description 39 2.3.2 Reliability and validity of the scales 40 3.3.3 Survey results 43 CHAPTER III PROPOSAL ON SOLUTIONS TO ENHANCE CUSTOMER SATISFACTION WITH TRAINING SERVICE QUALITY IN THE CENTER FOR MANAGEMENT TRAINING & CONSULTING, HANOI SCHOOL OF BUSINESS AND MANAGEMENT, VNU 49 3.1 Declaration of mission, vision and development orientations of Hanoi School of Business and Management, Vietnam National University 49 3.2 Improving customer satisfaction solutions 50 3.3 Recommendations 55 3.3.1 For Hanoi School of Business and Management (HSB) 55 3.3.2 For the center for management training and consulting (HCC) 55 CONCLUSION, LIMITATION AND IMPLICATION 57 Conclusions 57 Limitations 58 Implications 58 REFERENCES 59 APPENDIX 62 APPENDIX QUESTIONNAIRE IN ENGLISH 62 APPENDIX QUESTIONNAIRE IN VIETNAMESE 66 APPENDIX RESULT ANALYSIS 70 ABBREVIATION VNU Vietnam National University Hanoi HSB Hanoi School of Business and Management HCC Center of Corporate Training and Consultancy EFA Exploratory Factor Analysis i LIST OF FIGURES Figure 1.1 The relationship between service quality and customer satisfaction 16 Figure 1.2 Service Quality Gap Model in SERVQUAL .17 Figure 1.3 SERVQUAL model 20 Figure 2.1: HSB Organization Chart 31 Figure 2.2: Usefulness of Program Designing 35 Figure 2.3: Appropriateness of case study and activities 36 Figure 2.4: Training notes contain use-full and up-to-date information 38 ii LIST OF TABLES Table 1.1 Compare the two SERVQUAL and SERVPERF models .21 Table 2.1 Training courses providing by HCC 33 Table 2.2 Reliability of the scales 40 Table 2.3 Validity of the scales 42 Table 2.4 Mean and standard deviation 43 Table 2.5 Regression Analysis Results 44 Table 2.6 Results of the hypothesis testing 47 iii Item Statistics Mean Std Deviation N AF1 3.18 531 445 AF2 3.29 627 445 AF3 3.29 636 445 Inter-Item Correlation Matrix AF1 AF2 AF3 AF1 1.000 558 414 AF2 558 1.000 543 AF3 414 543 1.000 Inter-Item Covariance Matrix AF1 AF2 AF3 AF1 281 186 140 AF2 186 394 217 AF3 140 217 405 Summary Item Statistics Maximum / Mean Item Means Minimum Maximum Range Minimum Variance N of Items 3.251 3.178 3.290 112 1.035 004 Item Variances 360 281 405 123 1.437 005 Inter-Item 181 140 217 077 1.549 001 505 414 558 143 1.346 005 Covariances Inter-Item Correlations Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item-Total Squared Multiple Cronbach's Alpha if Deleted Item Deleted Correlation Correlation Item Deleted AF1 6.58 1.231 553 329 704 AF2 6.47 966 653 429 579 AF3 6.46 1.046 548 313 710 81 Scale Statistics Mean Variance 9.75 Std Deviation 2.164 N of Items 1.471 RELIABILITY /VARIABLES=CS1 CS2 CS3 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=DESCRIPTIVE SCALE CORR COV /SUMMARY=TOTAL MEANS VARIANCE COV CORR [DataSet1] C:\Users\Nguyen Ngan Ha\Google Drive\Luan van\Luan van Hann\Processing\Su-hai-long-_HSB_2018.sav Case Processing Summary N Cases % Valid 445 100.0 0 445 100.0 a Excluded Total a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's Alpha Based on Cronbach's Alpha Standardized Items 995 N of Items 995 Item Statistics Mean Std Deviation N CS1 3.67 471 445 CS2 3.67 472 445 CS3 3.67 472 445 Inter-Item Correlation Matrix CS1 CS2 CS3 CS1 1.000 990 990 CS2 990 1.000 980 CS3 990 980 1.000 82 Inter-Item Covariance Matrix CS1 CS2 CS3 CS1 222 220 220 CS2 220 223 219 CS3 220 219 223 Summary Item Statistics Maximum / Mean Item Means Minimum Maximum Range Minimum Variance N of Items 3.667 3.665 3.670 004 1.001 000 Item Variances 223 222 223 002 1.007 000 Inter-Item 220 219 220 002 1.007 000 987 980 990 010 1.010 000 Covariances Inter-Item Correlations Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item-Total Squared Multiple Cronbach's Alpha if Deleted Item Deleted Correlation Correlation Item Deleted CS1 7.33 884 995 990 990 CS2 7.33 885 987 980 995 CS3 7.33 885 987 980 995 Scale Statistics Mean Variance 11.00 1.986 Std Deviation 1.409 N of Items FACTOR /VARIABLES TF1 TF2 TF3 LT1 LT2 LT3 LT4 TN1 TN2 TN3 PD1 PD2 PD3 PD4 PD5 PD6 SS1 SS2 SS3 SS4 SS5 AF1 AF2 AF3 /MISSING LISTWISE /ANALYSIS TF1 TF2 TF3 LT1 LT2 LT3 LT4 TN1 TN2 TN3 PD1 PD2 PD3 PD4 PD5 PD6 SS1 SS2 SS3 SS4 SS5 AF1 AF2 AF3 /PRINT INITIAL CORRELATION SIG DET KMO EXTRACTION ROTATION /FORMAT SORT BLANK(.50) /CRITERIA MINEIGEN(1) ITERATE(25) /EXTRACTION PC /CRITERIA ITERATE(25) /ROTATION VARIMAX /SAVE REG(ALL) /METHOD=CORRELATION 83 TF1 Corr TF1 elati TF2 TF3 1.00 868 LT1 LT2 LT3 LT4 727 205 231 145 TN1 TN2 TN3 PD1 061 085 099 139 PD2 PD3 PD4 PD5 116 089 110 083 PD6 SS1 SS2 SS3 059 083 184 163 SS4 SS5 AF1 AF2 AF3 119 178 145 000 011 024 on TF2 868 1.00 842 237 251 173 100 241 239 275 - - - 026 034 039 203 164 132 183 253 131 075 082 069 060 057 049 060 035 526 332 326 543 497 391 467 362 308 290 428 377 251 467 543 103 100 089 472 356 355 562 483 373 491 379 320 283 403 348 260 445 565 132 087 076 536 289 233 511 498 391 479 371 306 328 411 358 237 424 509 063 076 060 1.00 197 182 406 429 396 410 378 302 254 368 330 193 426 467 048 122 TF3 727 842 205 237 - - - 146 131 156 139 1.00 262 325 233 125 358 339 412 LT1 - 262 1.00 897 665 - - - - - - 224 200 169 205 203 141 097 - - LT2 231 251 325 897 1.00 640 LT3 145 173 233 665 640 1.00 LT4 061 100 125 526 472 536 TN1 085 241 358 332 356 289 002 197 1.00 888 885 TN2 099 239 339 326 355 233 139 275 412 543 562 511 - - - - 225 189 142 221 370 146 181 187 219 180 135 246 374 155 153 159 049 004 059 012 014 033 216 200 212 197 156 164 406 361 256 415 597 167 183 255 1.00 839 986 824 735 674 317 298 159 376 415 044 053 144 827 750 341 308 202 410 404 011 065 180 748 667 310 293 171 368 424 061 048 140 057 009 066 016 182 888 1.00 794 TN3 - 406 885 794 1.00 - - - - - - 035 004 - - PD1 PD2 PD3 116 089 110 - - 146 069 - - 131 060 - - 156 057 497 483 498 429 - - 216 057 049 391 373 391 396 - - 200 839 1.00 828 965 009 004 467 491 479 410 - - 212 986 828 1.00 837 066 059 84 PD4 PD5 PD6 SS1 083 059 083 - - 139 049 - - 141 060 - - 097 035 184 224 362 379 371 378 - - 197 824 965 837 1.00 016 012 308 320 306 302 - - 254 - - 213 385 392 027 060 160 1.00 894 292 279 191 352 347 025 025 190 - - 168 021 020 836 910 707 013 159 176 912 817 643 060 177 169 1.00 734 510 067 170 133 146 162 119 134 558 414 1.00 543 156 735 827 748 857 035 014 290 283 328 857 762 316 320 164 674 750 667 762 894 1.00 279 255 004 033 203 428 403 411 368 225 219 406 164 337 324 317 341 310 316 292 279 1.00 895 SS2 163 200 164 377 348 358 330 189 180 361 298 308 293 320 279 255 895 1.00 SS3 119 169 132 251 260 237 193 142 135 256 159 202 171 213 191 164 836 912 SS4 178 205 183 467 445 424 426 221 246 415 376 410 368 385 352 337 910 817 734 1.00 767 019 SS5 145 203 253 543 565 509 467 370 374 597 415 404 424 392 347 324 707 643 510 767 1.00 055 AF1 000 - 131 103 132 063 026 AF2 011 - - 146 155 167 044 011 061 027 002 075 100 087 076 048 181 153 183 - - - 013 060 021 053 065 048 060 034 AF3 025 025 - 067 019 055 1.00 159 177 170 146 119 558 020 082 089 076 060 122 187 159 255 144 180 140 160 190 168 176 169 133 162 134 414 543 024 039 Sig TF1 000 1.00 000 000 000 001 099 037 018 002 007 030 010 040 106 040 000 000 006 000 001 497 405 306 000 000 000 000 017 000 000 000 001 003 000 002 001 020 000 000 000 000 000 293 240 209 000 000 000 004 000 000 000 074 104 117 153 105 228 000 000 003 000 000 003 058 042 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 015 017 030 (1taile d) TF2 000 TF3 000 000 LT1 000 000 000 85 LT2 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 003 034 055 LT3 001 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 091 056 104 LT4 099 017 004 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 482 154 005 TN1 037 000 000 000 000 000 000 000 000 115 428 084 368 229 465 000 000 001 000 000 001 000 000 TN2 018 000 000 000 000 000 000 000 000 150 468 107 396 387 246 000 000 002 000 000 001 001 000 TN3 002 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 PD1 007 001 074 000 000 000 000 115 150 000 000 000 000 000 000 000 000 000 000 000 179 132 001 PD2 030 003 104 000 000 000 000 428 468 000 000 000 000 000 000 000 000 000 000 000 410 087 000 PD3 010 000 117 000 000 000 000 084 107 000 000 000 000 000 000 000 000 000 000 000 098 154 002 PD4 040 002 153 000 000 000 000 368 396 000 000 000 000 000 000 000 000 000 000 000 287 102 000 PD5 106 001 105 000 000 000 000 229 387 000 000 000 000 000 000 000 000 000 000 000 297 300 000 PD6 040 020 228 000 000 000 000 465 246 000 000 000 000 000 000 000 000 000 000 000 329 336 000 SS1 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 393 000 000 SS2 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 104 000 000 SS3 006 000 003 000 000 000 000 001 002 000 000 000 000 000 000 000 000 000 000 000 081 000 002 SS4 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 344 001 000 SS5 001 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 124 006 002 AF1 497 293 003 015 003 091 482 001 001 000 179 410 098 287 297 329 393 104 081 344 124 000 000 AF2 405 240 058 017 034 056 154 000 001 000 132 087 154 102 300 336 000 000 000 001 006 000 AF3 306 209 042 030 055 104 005 000 000 000 001 000 002 000 000 000 000 000 002 000 002 000 86 000 000 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 793 Approx Chi-Square 13458.614 df 276 Sig .000 Communalities Initial Extraction TF1 1.000 911 TF2 1.000 954 TF3 1.000 861 LT1 1.000 832 LT2 1.000 813 LT3 1.000 690 LT4 1.000 518 TN1 1.000 946 TN2 1.000 889 TN3 1.000 927 PD1 1.000 882 PD2 1.000 894 PD3 1.000 877 PD4 1.000 906 PD5 1.000 879 PD6 1.000 794 SS1 1.000 932 SS2 1.000 919 SS3 1.000 867 SS4 1.000 870 SS5 1.000 722 AF1 1.000 687 AF2 1.000 756 AF3 1.000 640 Extraction Method: Principal Component Analysis Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings % of Cumulative % of Cumulative Variance % Variance % Compon ent Total Total Rotation Sums of Squared Loadings Total % of Cumulativ Variance e% 8.350 34.793 34.793 8.350 34.793 34.793 5.133 21.389 21.389 4.160 17.334 52.127 4.160 17.334 52.127 3.990 16.624 38.013 2.272 9.465 61.592 2.272 9.465 61.592 3.326 13.859 51.872 2.216 9.233 70.825 2.216 9.233 70.825 2.810 11.709 63.582 1.761 7.336 78.161 1.761 7.336 78.161 2.658 11.073 74.655 1.210 5.040 83.201 1.210 5.040 83.201 2.051 8.546 83.201 87 678 2.823 86.024 505 2.104 88.128 460 1.916 90.044 10 422 1.757 91.801 11 389 1.623 93.424 12 380 1.582 95.006 13 242 1.006 96.012 14 220 918 96.931 15 166 692 97.622 16 144 601 98.223 17 101 421 98.645 18 081 335 98.980 19 064 268 99.249 20 060 250 99.499 21 050 210 99.709 22 040 165 99.874 23 025 105 99.979 24 005 021 100.000 Extraction Method: Principal Component Analysis Component Matrix a Component SS5 783 SS4 770 PD1 739 -.539 PD3 734 -.544 SS1 733 PD2 732 LT1 731 LT2 729 PD4 724 SS2 690 LT3 686 PD5 665 -.568 TN3 627 523 PD6 624 -.521 LT4 604 -.580 -.553 -.564 -.629 TF2 649 TF3 636 -.598 88 TN1 627 TN2 608 SS3 554 -.709 TF1 -.646 AF2 583 555 AF3 549 516 AF1 532 535 Extraction Method: Principal Component Analysis a components extracted Rotated Component Matrix a Component PD5 924 PD4 920 PD2 908 PD6 879 PD3 826 PD1 821 SS2 924 SS3 923 SS1 913 SS4 846 SS5 607 LT1 834 LT2 806 LT3 752 LT4 639 TN1 941 TN2 915 TN3 829 TF1 943 TF2 935 TF3 868 AF2 857 AF1 819 AF3 750 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 89 Component Transformation Matrix Component 597 517 518 264 153 122 -.665 233 110 509 468 112 214 -.819 309 354 249 029 -.070 -.040 -.039 385 -.646 653 178 -.031 -.332 -.314 521 698 344 073 -.716 547 083 -.242 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization FACTOR /VARIABLES CS1 CS2 CS3 /MISSING LISTWISE /ANALYSIS CS1 CS2 CS3 /PRINT INITIAL CORRELATION SIG DET KMO EXTRACTION ROTATION /FORMAT SORT BLANK(.50) /CRITERIA MINEIGEN(1) ITERATE(25) /EXTRACTION PC /CRITERIA ITERATE(25) /ROTATION VARIMAX /SAVE REG(ALL) /METHOD=CORRELATION [DataSet1] C:\Users\Nguyen Ngan Ha\Google Drive\Luan van\Luan van Hann\Processing\Su-hai-long-_HSB_2018.sav Correlation Matrix a CS1 Correlation Sig (1-tailed) CS2 CS3 CS1 1.000 990 990 CS2 990 1.000 980 CS3 990 980 1.000 000 000 CS1 CS2 000 CS3 000 000 000 a Determinant = 000 90 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 746 Approx Chi-Square 3457.603 df Sig .000 Communalities Initial Extraction CS1 1.000 996 CS2 1.000 989 CS3 1.000 989 Extraction Method: Principal Component Analysis Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.973 99.104 99.104 020 673 99.777 007 223 100.000 Extraction Method: Principal Component Analysis Component Matrix a Component CS1 998 CS2 994 CS3 994 Extraction Method: Principal Component Analysis a components extracted Rotated Component Matrix a 91 Total 2.973 % of Variance 99.104 Cumulative % 99.104 a Only one component was extracted The solution cannot be rotated DATASET ACTIVATE DataSet1 SAVE OUTFILE='C:\Users\Nguyen Ngan Ha\Google Drive\Luan van\Luan van '+ 'Hann\Processing\Su-hai-long-_HSB_2018.sav' /COMPRESSED REGRESSION /DESCRIPTIVES MEAN STDDEV CORR SIG N /MISSING LISTWISE /STATISTICS COEFF OUTS CI(95) BCOV R ANOVA COLLIN TOL CHANGE /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT CS /METHOD=ENTER PD SS L TN TF AF /RESIDUALS DURBIN /SAVE ZPRED [DataSet1] C:\Users\Nguyen Ngan Ha\Google Drive\Luan van\Luan van Hann\Processing\Su-hai-long-_HSB_2018.sav Descriptive Statistics Mean Std Deviation N CS 0000000 1.00000000 445 PD 0000000 1.00000000 445 SS 0000000 1.00000000 445 L 0000000 1.00000000 445 TN 0000000 1.00000000 445 TF 0000000 1.00000000 445 AF 0000000 1.00000000 445 92 Correlations CS PD SS L TN TF AF Pearson CS 1.000 347 120 220 205 052 059 Correlation PD 347 1.000 000 000 000 000 000 SS 120 000 1.000 000 000 000 000 L 220 000 000 1.000 000 000 000 TN 205 000 000 000 1.000 000 000 TF 052 000 000 000 000 1.000 000 AF 059 000 000 000 000 000 1.000 CS 000 006 000 000 139 108 PD 000 500 500 500 500 500 SS 006 500 500 500 500 500 L 000 500 500 500 500 500 TN 000 500 500 500 500 500 TF 139 500 500 500 500 500 AF 108 500 500 500 500 500 CS 445 445 445 445 445 445 445 PD 445 445 445 445 445 445 445 SS 445 445 445 445 445 445 445 L 445 445 445 445 445 445 445 TN 445 445 445 445 445 445 445 TF 445 445 445 445 445 445 445 AF 445 445 445 445 445 445 445 Sig (1-tailed) N Variables Entered/Removed Model Variables Entered AF, TF, TN, L, SS, PD a Variables Removed Method b Enter a Dependent Variable: CS b All requested variables entered b Model Summary Change Statistics Mode l R 481 a R Adjusted R Std Error of R Square F Square Square the Estimate Change Change 231 221 88262833 231 a Predictors: (Constant), AF, TF, TN, L, SS, PD 93 21.990 df1 df2 438 Sig F Durbin- Change Watson 000 2.110 b Dependent Variable: CS a ANOVA Model Sum of Squares df Mean Square F Regression 102.784 17.131 Residual 341.216 438 779 Total 444.000 444 Sig 21.990 000 b a Dependent Variable: CS b Predictors: (Constant), AF, TF, TN, L, SS, PD Coefficients a Unstandardized Standardized 95.0% Confidence Collinearity Coefficients Coefficients Interval for B Statistics Std Model B (Consta Error -8.504E- Beta t 042 Sig Lower Upper Toleranc Bound Bound e 000 1.000 -.082 082 VIF nt) 18 PD 347 042 347 8.290 000 265 430 1.000 1.000 SS 120 042 120 2.855 005 037 202 1.000 1.000 L 220 042 220 5.250 000 138 302 1.000 1.000 TN 205 042 205 4.899 000 123 288 1.000 1.000 TF 052 042 052 1.232 219 -.031 134 1.000 1.000 AF 059 042 059 1.404 161 -.024 141 1.000 1.000 a Dependent Variable: CS Coefficient Correlations Model AF Correlations TF a TN L SS PD AF 1.000 000 000 000 000 000 TF 000 1.000 000 000 000 000 TN 000 000 1.000 000 000 000 L 000 000 000 1.000 000 000 SS 000 000 000 000 1.000 000 PD 000 000 000 000 000 1.000 Covariances AF 002 000 000 000 000 000 TF 000 002 000 000 000 000 TN 000 000 002 000 000 000 94 L 000 000 000 002 000 000 SS 000 000 000 000 002 000 PD 000 000 000 000 000 002 a Dependent Variable: CS Collinearity Diagnostics a Variance Proportions Dimensi Eigenval Condition (Constant Model on ue Index ) 1 1.000 1.000 00 09 50 32 03 07 00 1.000 1.000 26 02 00 15 34 23 00 1.000 1.000 00 00 00 00 00 00 1.00 1.000 1.000 00 26 21 45 02 06 00 1.000 1.000 56 00 00 02 40 01 00 1.000 1.000 00 63 29 02 02 04 00 1.000 1.000 18 00 00 05 18 59 00 PD SS L TN TF AF a Dependent Variable: CS Residuals Statistics Minimum Predicted Value Maximum a Mean Std Deviation N -1.5168860 6164265 0000000 48113897 445 -1.95715141 1.90471411 00000000 87664434 445 Std Predicted Value -3.153 1.281 000 1.000 445 Std Residual -2.217 2.158 000 993 445 Residual a Dependent Variable: CS 95 ... content of ? ?Service quality and customer satisfaction of training programs at the Center for Management Training & Consultancy, Hanoi School of Business and Management, Vietnam National University Hanoi? ??... NGUYỄN NGÂN HÀ SERVICE QUALITY AND CUSTOMER SATISFATION OF TRAINING PROGRAMS AT THE CENTER FOR MANAGEMENT TRAINING & CONSULTING, HANOI SCHOOL OF BUSINESS AND MANAGEMENT, VIETNAM NATIONAL UNIVERSITY. .. ASSESSING THE SITUATION OF CUSTOMER SATISFACTION WITH TRAINING SERVICE AT THE CENTER FOR MANAGEMENT TRAINING & CONSULTING, HANOI SCHOOL OF BUSINESS AND MANAGEMENT, VNU 28 2.1 Introduction of the Center