The factors affecting the study quality of ton duc thang university

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Advisor’s assessment

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Acknowledgement

I would like to thank HUTECH Institute of International Education of teachers taught and imparted to me the valuable knowledge that reports as the basis for the implementation of this proposed research

I would like to thank Ph.D Phan Thi Giac Tam who has guided and recommended wholeheartedly to help me finish it

I would also like to thank all my friends and former colleagues who have helped me answer a survey questionnaire to make a data source for analysis of this

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Executive summary

On the basis of purpose and approach facilities and equipment is a kind of school services provided to students , research subjects " THE FACTORS

AFFECTING THE STUDY QUALITY OF TON DUC THANG UNIVERSITY

" has been implemented the results enables researchers to draw some conclusions as follows :

Student satisfaction with the facilities and equipment at Ton Duc Thang University is influenced by the following factors:

(1) staff capacity ;

( 2 ) The management of the school ; (3 ) Status facilities and equipment ; (4) Capacity faculty

The impact of these factors is represented by the following regression equation:

Student Satisfaction capacity = 0.297 x + 0.249 staff x management of schools +

0.263 x status infrastructure and equipment capacity + 0.183 x + 0.069 faculty descriptive statistics survey results showed that students not highly satisfied with the facilities and equipment of school ( Mean reported values of observed

variables ranged from 2.82 to 4.10 ) In that capacity factor is faculty than students appreciate other factors , capacity factors staff is the most underrated students

Research results also showed that the difference in quality evaluation facilities and equipment by field of study but no differences in quality assessment and facility equipment according to Gender and course Regarding students’

satisfaction with the facilities and equipment of the research results also showed differences in student satisfaction by field of study but no differences in

satisfaction Gender of students and courses

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this is the foundation for the develop resources , maintain the quality of development organizations in general and higher education establishments in particular 97 In addition, by implementing proper methods , research process the author completed research purposes outlined

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CONTENT

1 Introduction

1.1 The research problem -.-.-.- «<1 n1 11t 8 1.1.1 Background -.- «e sec n1 1n k1 kÝhxn 8 1.1.2 Research questions -.-. c1 SH sen mm 9 1.2 The Objectives of study sen HH Ị HH nh KH vi ká ná kh 9 1.2.1 The obje€ct co cm HH nÝ Hi t n HH 1 Hy n4 50) 9 IV eee 9 I0 nh 10 II Ủ he 11 1.5 The structure of (heSÌS cuc «SH KÝ ke k6 11 2 LerafUF€ F€VÍW cu on HH nọ HH KT Ki mm BI 4 80 8 0000 th Vế 11 2.1 The Basis - cu SH HH HH HH4 908 1 0 10019 196 12 2.1.1 The concept 0Ÿ serVICe - -.- co sen net 12 2.1.2 Quality 0Ÿ serVÍCe cu 1n nh nh 13 2.1.3 Customer Satisfaction c-es «s3 1n s* 17 safisfacfion HH 1n mm n0 60 119098 18 2.1.5 The measurement model of service quality 19 2.1.6 IFC - services form the Teaching - Learning 25 2.2 Facilities - quality model of nniversity equipment 22

2.2.1 Base model applied .- «se << se 29 2.2.2 Research Model -.-. -c-sSSeĂkSesee—e 32 2.2.3 Scale - quality facilities founded University School

equipment draft -.- on n1 kiên 33 3 PROPOSEED METHODOLOGY .-. -e-eseseseseseeeeses3Ê

3.1 TheorefiCal - nu HH HH HH F100 km TY BA 004 34

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3.1.1.2 The questionnaire surV€Y - «se keeeseeenseeee 35 3.2 Data collection techniques - - - << nền neeset 36 3.3 Sampling techniques - - sec $nshỲ nhe hien 37 3.4 Data analySiS su in nhìn ng n1 98 39 3.4.1 Descriptive Sftatistics surVeY FeSuÏ(S -‹«sssesee 39 3.4.1.1 Capacity factor sfaÏÏ -ằềeneằeeeee se eeee 40 3.4.1.2 Factor Management of Schools 41 3.4.1.3 Capacity Factor teachers - ‹ «<< sseee 42 3.4.1.4 Student Satisfaction « «se nnneehenieee 43 3.4.2 Rafing scales Ăn nỲ nh HH nh êm 43

3.4.2.1 Factor analysis discovered EFA ( Exploratory Factor AnalySÌS) uc HH SĨ HH HH HH nà ng ni k3 44 3.4.2.2 Cronbach 's alpha coefficient - ‹ 47 3.4.3 Develop regression models -. cà ‡« + se 48 3.4.3.1 Regression analysÏs «-<se-.eses48 3.4.3.2 Results Multivariate regression analysis 49 3.4.3.3 Multivariate regression model - «- 49

3.4.3.4 Testing the hypotheses HI , H2, H3, H4 50

3.4.4 Analysis of variance ( ANOVA ) eeeeeeeerrse 51

3.4.4.1 Compare the difference in quality assessment facilities and equipment of the groups surveyed by personal

characteristics ÍaCfo0FS - SH SỲ nh HH eg 51 3.4.4.2 Compare the difference in satisfaction with the facilities and equipment of the groups surveyed by personal characferisfics FACOTS - nen nh te 54 Conclusion

Reference

Work plan

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1 INTRODUCTION

1.1 The research problem 1.1.1 Background

Globalization is the trend of new era and this is not only happening in the

economic, commerce science and technology field , but also being a strong impact to education field in every country In Vietnam’s education system higher

education, with a function to train high-quality human resources for integration and development of the country, is not an exception to that trend In particular

universities in Vietnam should strongly promote their internal resources and propose scientific solutions for quality improvement process in order to perform better targets and missions.It is clearly recognized that in higher education system, the concept of quality is composed of such elements as the teaching program, training, staff, faculty, students, academic activities, research, library, infrastructure condition equipments, etc in which facilities and infrastructure plays an crucial role Indeed in recent years one of the key activities that help the innovation process and improve the quality of higher education is” Accreditation" which was issued by the Ministry of Education and Training in point 76/2007/MOE —

“promulgate regulations on the process and cycle of accreditation for university, colleges and secondary education” decision in point 65/2007/MOE —“promulgate regulations determining the criteria for assessing the university quality" , in which Standard is considered as the scale for quality of the of general infrastructure and facilities condition in universities To meet that requirement institutions of higher education have been searching for solutions to improve management, upgrade infrastructure and facilities condition both in size and quality However, these

institutions are facing many difficulties and challenges, due to the investment

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Education and Training, Mr Pham Vu Luan said in the past few years, many schools have better facilities, with the laboratory system, computers connected to the Internet etc and gradually ensure and improve the quality of training, scientific research, provide timely service for socio-economic development of the country However, the percentage of schools that meets the new requirements is very low Facilities and labs only meet 40 % of training needs infrastructure systems meet 50 %% of demand ; libraries and infrastructure are weak, many schools do not have the college planning etc There exists a wide gap in many schools colleges, which may result in long lag compared to the region and the world "(Source : " The situation of facilities and training equipment " —People's Army Online Newspaper dated

25/11/2010 )

1.1.2 Research questions

- Which factors influence student satisfaction with infrastructure and facilities condition in the three universities mentioned above?

- Are there any differences in student satisfaction levels for infrastructure and facilities condition by personal characteristics?

1.2 The Objectives of study

1.2.1 The object

Factors that affect students’ satisfaction for infrastructure and facilities condition at Ton Duc Thang University

1.2.2 Hypotheses

- Theories about the relationship between the components of the quality of infrastructure and facilities condition on satisfaction

H]: Infrastructure and facilities condition has a positive correlation with student’ satisfaction on infrastructure and facilities condition

H2: The capacity of the teaching staff has a positive relationship with student’ satisfaction on infrastructure and facilities condition

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H4: The management of the school has a positive relationship with student’ satisfaction on infrastructure and facilities condition

- Theories about the difference in student's quality assessment on infrastructure and facilities condition by demographic variables and personal characteristics such as: Major Year Gender

H5 : There are differences in quality assessment by Gender H6 : There are differences in quality assessment by Year H7 : There is a difference in quality assessment by Major

- Theories about the differences in student's satisfaction level on infrastructure and facilities condition by demographic variables and personal characteristics such as: Major, Year Gender

H8: There are differences in satisfaction levels by Gender H9: There are differences in the level of satisfaction by Year H10: There are differences in the level of satisfaction by Major 1.3 Rational

In the trend of higher education is gradually being accepted as services, university is the service provider for its main customers who are students An inevitable pressure for schools is complying with the principles of modern quality management in which customer-oriented philosophy plays the leading role Accordingly, one of the determined factors for the survival and development of the business unit in general and education section in particular is customer satisfaction in quality of products and services Quality must be assessed by the customers who are not using the

services, not prescribed engineering, quantity standards Thus, in the field of

educational assessment, service quality through customer reviews, in which target customer are learners or students become essential

From the above analysis the approach to the problem is satisfaction level on

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facilities conditions thereby finding solutions for the strategic goals and implementing sustainable development Stemming from the above analysis, I

conduct this research “Factors affecting students’ satisfaction level on infrastructure and facilities conditions at Ton Duc Thang University"

On the basis of the results of this study, to verify and clarify the factors affecting students’ satisfaction level on infrastructure and facilities conditions is a factor in the overall general school operations which will provide a basis to enhance capacity management efficient utilization of investment in human resources, upgrades and quality improvements

Infrastructure and facilities conditions also contribute to the improvement of university's credibility

1.4 Scope

- Based on the time limitations: This study focused on Research at the University of Ton Duc Thang

- Limitation of objectivity in research surveys : research focused on university students in year 2, 3 and 4 who are studying at the Ton Duc Thang University 1.5 The structure of thesis

The contents of the thesis are structured as follows : - Introduction: Introduction to research

- Chapter 1: Literature review

- Chapter 2: Rationale and study models

- Chapter 3: Method, content and research results

- Conclusions and recommendations

2 LITERATURE REVIEW

On the basis of the purpose of the research topic, which aims to shed light on concepts theoretical foundations related to research problems in this section concepts, reasoning about university” services and service quality, customer satisfaction infrastructure and facility condition will be presented respectively

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Besides the applied research related research issues are also mentioned as basis to systematically identify the factors that constitute service quality of infrastructure and facility condition in universities and is the basis for models of dissertation 2.1 The Basics

2.1.1 The concept of service

In today's life, a lot of exchanges is referred to as reverse services and services include many types of activities and professional exchanges in the fields and at different levels There have been many concepts, the definition of service but to visualize research services in this study we refer to the concept of basic services According to Vietnamese Dictionary public service is the service directly to the specific needs of the majority, organized and paid

The definition of services in economics is understood as something similar to but non-material goods Economics perspective, the nature of the service is the supply to meet demand, such as tourism fashion, health care and profitable According to Zeithaml! & Britner (2000), the service is the act, process, the way a specific task is performed in order to create value for customers to meet the needs and expectations of customers

According to Kotler & Armstrong (2004), services are activities or benefits that businesses can offer customers to establish, strengthen and open extensive relationships and long-term cooperation with customers

Philip Kotler defines: "Service is an active or benefits provided in order to exchange effects, mainly intangible and does not result in the transfer of property

Implementation services can be associated or not associated with animal products

nature."

According to ISO 8402,"Service is the result of activity generated by contact

between the supplier and the customer and internal operations of the supplier to

meet customer demand."

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of services that do not exist in the form of production specific products (tangible) goods but as it directly serves certain needs of society

Service Characteristics

Service is a special product there are many other characteristics such as invisibility, heterogeneity the inseparable and not be stored It is these characteristics make services difficult to volume and cannot be identified with the naked eye

- Invisibility

Unlike physical products services cannot be seen not taste do not hear or smell before

people buy them They will deduce the quality of service from places, people, equipment materials, information logos and prices

- Heterogeneity

This feature is also known as the distinctiveness of the service Accordingly, the implementation of service often varies depending on how service, service providers, execution time field service service objects and service location This can lead to what the company intends to serve, they may completely different from what the

consumer receives

- The inseparable

As integral to the services shown in the difficult split into two services discrete stage is the stage production and use phase Services are created and used simultaneously For commodity products, customers only use the product at the final stage, but for service, customers accompany in all or part of the service creation process

- The failure to store

Services cannot be stored warehoused and sold like other commodities This

characteristic will not be a problem when demand is stable When demand changes, the service supplier will have difficulties

2.1.2 Quality of service

From the point of view of the quality in the manufacturing sector of 1930s, in recent

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decades service quality has been identified as an element of strategic competition Quality of service is a very large and complex category reflecting the general economic, technology and society content Because of this complexity, there are many different concepts of quality depending on the approach that concept is understood in the different ways Each has a base understanding to address

scientific goals and certain tasks in practice Some experts have defined quality of service as follows:

According to ISO 8402 the quality of service is "A set of characteristics of the object the object that created the ability to satisfy the stated requirements, or hidden potentials” It is possible to understand the service quality is customer satisfaction as measured by performance between expectations of quality and achieved quality If low quality expectation goes along with better achieved quality of service, the quality is superior if expected quality is higher than achieved quality, the quality of service is not guaranteed, if expected quality equals to achieved quality i.e, quality of service is guaranteed

According to Feigenbaum "Quality is decided based on the customer's practical experience with the product or service is measured based on the customers' requirements these requirements may be or not yet been conscious or completely subjective or highly specialized professional and always represent targets in a competitive market "

Quality of service is a service level that meets the needs and customer expectations (Lewis & Mitchell, 1990: Asubonteng & CTG, 1996: Wisniewski & Donnelly,

1996) Edvardsson Thomsson & Ovretveit (1994 ) stated that quality services are

services that meet the expectations of customers and satisfy their needs

According to the authors Bui Nguyen Hung and Nguyen Thuy Quynh Loan (2010) each client usually feels different in quality so the participants in developing and

evaluating the quality of service is very important In the area of service, quality is a

function of customer perceptions

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customer's perspective regarding their personal needs

According to Parasuraman et al (1985:1988 led by Nguyen Dinh Tho et al 2003), service quality is the gap between customer's expectations and perception

through the services they use He is considered as researcher about quality of services in marketing field who illustrated 5 models in quality distance services

-Distance (1) is the difference between customer expectations and experience of the

provided services The interpretation of client expectations while not

thoroughly understanding the specifications of service and customer characteristics make this difference

- Distance (2) is created when the provider meets the difficulties and obstacles objectively and subjectively turning the perceived expectations to specific quality criteria and as expected These criteria become the marketing information to the

customers

- Distance (3) formed when service is transferred to customer in not strictly defined criteria Teller role is very important in creating quality service

- Distance (4) is the difference between service delivery and information that customers receive This information can raise expectations but may reduce the quality of service customer service experience while not getting exactly what commitments

- Distance (5) formed from the difference between perceived quality and expected quality when services are consumed Parasuraman et al (1985) (led by Nguyen Dinh Tho et al 2003) for the quality of service that is fifth gap This distance depends on the distance 4

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Figure 2.1 Quality of Service Model Parasuraman ct al (1985, led by Nguyen Dinh Tho et al, 2003) »f Service expectation : I3 Customer * : perceived sevice =i ' seivice delvery « J1 „ information to tả : a + customer : : ts Ị + ‘ I conversion experience into quality - - ( eriterta : : Marketers { 1 ` + ¡ : £2) 1 ' ‘ \ awareness ofcustomer expectations

In fact, ensuring and improving the quality of services is to reduce and eliminate the gap in service quality model (Figure 2.1)

By the above definition we can approach the problem of concept the level of services to meet the needs, the desires of the customer trends expert on the quality of the current period In view of the nature of service with the following

characteristics: Quality is the satisfaction of customer needs, if a service product

does not reflect the needs of the customer shall be deemed to poor quality

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2.1.3 Customer Satisfaction

Customer satisfaction is a key content in the business, hence, there are many topics scientific literature published on this topic According to Spreng MacKenzie, and

Olshavsky (1996), customer satisfaction is considered foundation of the concept of

marketing on satisfying the needs and desires customers There are many different views on the assessment of satisfied customers goods Customer satisfaction is their reaction to the perceived difference between have experience and know the

expectations (Parasuraman and CTG, 1988: Spreng and CTG,1996) That is, the experience that customers have when using a service and results after services are provided

According to Kotler and Keller (2006) the level of satisfaction states one derived

from the comparison of perceptions about a product that worth his expectation Accordingly, satisfaction has the following three levels:

- If customer's perception is smaller than expectation, customer is not satisfied - If customer's perception is equal to expectation, customer is satisfied

- If customer's perception is greater than expectation, customer is satisfied or interested

According to Kano ( Kano, 1984), every customer will have 3 levels of needs : basic demand, expressive demand latent demand

- Basic demand: This is the demand that is never manifested if it satisfies,

it will not bring customer satisfaction however if it is not it dissatisfies customers

- Expressive demand: this is the kind of demand that customers express their desire, expect to gain This needs a linear relationship between customer satisfaction and responsiveness

- Latent demand: this is the kind of demand that customers require however if there is a response from the service provider, the customer satisfaction will increased

A common theory to consider customer satisfaction theory is " Expectations - Certification" The theory was developed by Oliver (1980) and is used for study of

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customer satisfaction with the quality of service or products of an organization The theory consists of two small processes that have independent impact on customer's satisfaction: expectations of service before you buy and perception after service experience According to this theory, customer's satisfaction can be understood as follows:

(1) First of all customers forming in his mind the expectations of elements that constitute quality service providers can bring for their clients before deciding to

buy

(2) Then, the purchase of services and service users to contribute to consumer confidence actual performance of the service they are using

(3) The customer's satisfaction is the result of the comparison of the efficiency with which services This service brings between what they expect before you buy and what services that they had received it after use and will have three cases :

Expectations customers are:

- To confirm the effectiveness of the service if it coincide with the expectations of

customers;

- To be disappointed if effective services in line with expectations, expectations of

customers,

- To be pleased if what they feel and experience after using services beyond what they expect, expectation before buying service

Over the opinion of experts can see customer satisfaction implications for the role goals and strategies of organizational development business

The customer satisfaction becomes an important asset in the effort to improve quality services, maintaining loyalty, enhance the competitiveness of the

organizations and businesses Customer satisfaction is a key factor to maintain the long-term success in business and business strategy fit to attract and maintain customers (Zeithaml and CTG, 1996)

2.1.4 The relationship between service quality and customer’s

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The relationship between service quality and customer satisfaction is the subject researchers are making continuous debate in the last decade More research on customer satisfaction in the services sector has been and is generally concluded that service quality and satisfaction are two concepts concepts are distinguished

Customer satisfaction is a general concept speaks satisfaction their services to consumers, said the quality of service is of interest to specific components of the

service ( Zeithaml & Bitner 2000)

According to Oliver (1993), that service quality affects the level of agreement satisfied customer This means that service quality is determined by many different

factors, is a determinant of satisfaction (Parasuraman.1985, 1988) Much of the

empirical research on the relationship between service quality service and customer satisfaction Cronin & Taylor (1992) tested the relationship and concluded that perceived service quality leads to customer satisfaction goods The study concluded that service quality is the antecedent of satisfaction and is a major factor affecting satisfaction Therefore, to improve customer satisfaction, the service providers to improve service quality In other words, service quality and satisfaction customer have mutual relationships closely, including quality the service is created first and then decide to customer satisfaction goods Causal relationship between these two factors is the key issue in most research on customer satisfaction

2.1.5 The measurement model of service quality

One of the difficulties of managing the quality of service is measured measurement of service quality Unlike tangible product quality is measured measurement of the parameters, specifications quality of service as discussed in the upper part, is determined by the customer Customers evaluate the quality services through their subjective perception of the service implementation

According to ISO and ISO 9000, the quality of service is of suitable services compared with the requirements set out by the buyer or predetermined Thus,

measurements

quality services is usually based on the relationship between expectations and

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perceived actual customer service The study of methods of measurement and assess the quality of services currently include more content related to the characteristics of services and service quality

Currently, a number of measures to evaluate the quality of service by applying methods that are used in the different areas :

Model 4P

Product (Product ): the service features provided

Procedures for (Procedure): the procedure in the process of customer service The waiter (Provider): the quality of direct service providers

Remedies (Problems): the ability to cope and handle any situation occur during service

Gronroos’ functional model quality and technical quality

To study customer perception of service quality, Grénroos (1984) has introduced the service quality model based on 3 points:

- First distinguish the quality function and technical quality Quality function is the process of interaction between clients and the providers, i.e how the service is expressed and supplied Technical quality is a result of the operation services, which means that what customers receive

- Second, the image is of utmost importance for all providers because customers can see the image and its resources during transactions

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Figure 2.2 The Grénroos model of service quality:

service

pelception of sevice ~_ | perceived

expectation —— quabty service › 4 Communication factor Marketing activities Given the impact on practice, = thought, and word of mouth

Technical quality function

quality (what?) (How?)

Model of customer satisfaction index (Customer Satisfaction Index - CST)

This model is used to measure customer satisfaction for business, service industry So we can know its position, the rating reviews for businesses, service to plan goals and strategies for quality improvement activities

Customer Satisfaction Index include many factors (variables), each factor is composed of many specific factors (indicators, items) of product or services characteristics Customer satisfaction is defined as a comprehensive review of the use of a service or after-sales activities and is the core of the CS] model Around these variables are a system of causal relationships (Cause and Effect) comes from the initialized variables such as expectations, image of companies and products, the perceived quality (perceived quality) and value sense received of products or

services related to the outcome variables of satisfaction such as loyalty or complaints

HUTECH LIBRARY

| 41-6535 1

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SERVQUAL model

Inspired by the theoretical model of Grénroos (1984) Parasuraman (1985 ) developed a mixed measurement tool, called SERVQUAL, which measures perceived service quality the SERVQUAL scale contains 22 pairs of items

measured on Likert scale to measure individual expectations and perception of the quality of customer service In particular, the first identified the "expectations" of customers for services in general, the second part to determine the perception" of customers for the provision of services The research results to realize the perceived gap between the quality of customer service by business performance and customer expectations for quality service

Specifically quality of service level = perceived value - expected value This is a in the model used to assess common service quality in many different fields SERVQUAL model includes 10 components :

( |) Tangible Means ; ( 2 ) Reliability (3 ) Responsiveness (4 ) Capacity to serve ;

(5) Access ( 6 ) Care : (7 ) Information (8 ) Trust : (9 ) Safety (10)

Understanding

The basic approach is the use of SERVQUAL factor analysis a statistical analysis method allows compact initial data for multivariate form factors in the assessment of quality customer service The basis of factor analysis performed in a manner tool SERVQUAL, combined with the contents of all the senses of customers quality of service in the Grénroos model a process which combines the statistical methods to analyze the factors affecting the quality of services Services can be generalized as follows:

Make sociological surveys to collect data and measure perceive customer expectations of service Selection criteria expression traits related to quality services The number of selection criteria is relatively more to get the type information prices in many angles

On the basis of these criteria were selected, questionnaire is set up in which

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perception and expectations of themselves on service features Applying the method of principal component analysis to collapse the data , the determine the underlying factors of service quality

From the survey results and compiled data are included in the analysis component through major changes that remove unimportant and structures identified structure of the basic factors of service quality The result of this step allows us to identify the corresponding value of the combined variables (factors) to be used in the next step analysis

- Assess the reliability of measurements by means of the coefficient of Cronbach 's Alpha

Cronbach's alpha coefficient was conducted for each configuration change success factors Cronbach's alpha coefficient indicates the relative homogeneity of variables measuring the content close and formed a factor

From the results of the analysis applied to multiple regression analysis evaluation of factors affecting the quality of service The aggregate variables identified in the previous step is used as the dependent variable up and with a dependent variable

from survey data ( shown overall assessment of service quality) were included in the model multiple regression analysis With the dependent variable up is the

synthetic variables from the main component analysis allows exclusion multicollinearity

Through analysis and evaluation of the role of each factor affect quality of service SERVQUAL scale has been applied in many different areas: banking, information services, tourism and travel, shipping, hospitals and a number of Midland National Bank and Abbey National (UK) have used SERVQUAL tool very frequently in the evaluation of quality of service themselves The test results of the study showed that:

- Quality of service is not stable components of service quality, it changes according

to the context , type of service , in the different markets are different together

- Reliability is limited by the use of the difference (gap scores) to assess quality of

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service SERVQUAL model has some drawbacks such as ambiguity of the expectations concept, building complex in the questionnaire, etc

-' Measuring service quality model SERVPERF

Based on the SERVQUAL model of Parasuraman, Cronin and Taylor (1992)

tackles and launched SERVPERF model, a variant of SERVQUAL

Under the SERVPERF model: quality = level of service perceived This conclusion has got to be the consensus of the studies by Lee and CTG (2000), Brady and CTG (2002) The SERVPERE scale has 22 statements with 5 basic components similar as questionnaire about the customer experience in SERVQUAL model however ignoring the question of expectations, five basic components are:

- Reliability: expressed by the ability to make appropriate and timely services period from the first time

- Responsiveness: expressed by the desire, willingness of staff to provide timely service to customers

- Service capacity: represented by qualified and professional manner, courteous service, affable with customers

- Empathy: expressed concern and care to each individual, customer

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2.1.6 IFC - services form the Teaching - Learning Concept of Infrastructure and facility condition (IFC)

Currently there are many definitions of IFC however the majority of the authors IFC agreed that the media is all material and teacher students used to implement an effective educational program

According to Prof Dr Vu Trong Ry : " IFC means pedagogical labor of educators and students This is a system that includes campuses equipment Overall,

teaching equipment in the course and the facilities of educational activities such as sex workers education , aesthetic education physical education , etc "

According to Dr Hoang Minh Thao and Ha The Communications" [FC is all material means are mobilized into the teaching and learning activities Other educational value in order to achieve educational goals "

According to the " Decision on the issuance of University Charter " dated 07/30/2003 IFC were identified : " the university's assets include: land land ,

housing building and operating results of science and technology , equipment and other assets are allocated to the management and use or investment purchase , construction or donation to ensure training activities , scientific research and technological development and the operation other activities "

According to the Accreditation Standards in Higher Education , factors IFC is

evaluated through : systems of classrooms laboratories , workshops , computer laboratories Internet, student dormitories power systems , water entertainment sports , service of teaching, learning , research scientific and recreational activities , sports With the basic definitions and forms of meaningful description of in

general , the concept of inner — facilities and equipment increasingly extended by request comprehensive education and innovation in education often in response to

demand the socio-economic development and scientific and technological human

Thus IFC is a system that is both diverse categories both technically complex and related art has a lot of areas such as : financial , economic , social , scientific , professional pedagogical IFC role in the teaching process In the educational

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process to assess the role of IFC through the following comments :

- IFC plays a very important role in changing teaching methods school if the school is the center of the cognitive process Under the direction of innovation This pole , teaching methods expressed by a number of fundamental changes as follows :

The learner is actively participating actively in the learning process

The learner directly involved in the stage of learning organization is practiced and work more in the learning process Want to meet the changes required participation facilities and equipment equipped with diverse types of teaching facilities , the room experiments subjects room library study books supplies and teaching aids other means of support

IFC and practical contribution to the diversification of forms teaching Indeed , a system of schools laboratories , subject rooms , golf hereby fully and properly will help to organize training activities form and educational diversity flexibility

training outdoor classroom , teaching in the room experiments , our departments , research and teaching research methods in real practice specialized training , advanced , extracurricular etc Traditional library , library Electronics offers a number of extremely rich knowledge , been fully presented and science helps teachers students exploit knowledge , self- study and self- development develop teaching learning methods , effectively supporting the teacher's lecture and increase

creative thinking ability of students

IFC also help to improve the quality of teaching and learning helping

learners understand deeper clearer learning content In the teaching process , the intuitive rules have proven to be highly effective when the learner directly

observation, practice compared with abstract words of the teacher Some content is complex need a new visual medium as demonstrated resolve laws

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conditions for new initiatives

IFC modern contribute very much to the improvement of teaching skills

range Currently, with the rapid development of science and technology , the IT industry has contributed many of the modern means of direct technical support for management education education teacher education and the quality of information the layout is presented science clearly and accurately The use of IT in schools now enabling teachers and students to get a close relationship the real learning excited to participate in school , practicing self- learning self- knowledge dominate

Management IFC By analyzing the role of IFC , may find the teaching process is composed of several basic elements are closely related and interact with each other, elements such as : objectives , contents , methods teachers , staff management service , the school and IFC These elements constitute the pedagogical under the impact of the external environment such as environmental and socio-economic environment Science and Technology The relationship between the elements of the relationship is two-way interaction , which IFC is one of the indispensable elements of the entire process teaching However, for optimal control during operation improving efficiency IFC for the teaching process , it is necessary to determine the role of the management of the school IFC Especially for college school , school leaders must be fully aware that the right decisions , with

professional intentions clear , that rely on force staff, team lecturer , said the initiative to promote their creativity , to plan specifics possible and reasonable for the building , equipment , assignment of organizations that use preservation as facilities and equipment check - up Specific attention should be given to school 04 key elements :

Status of IFC system to meet the needs of teachers teaching learning training research and practice of students

Faculty , directly related to the process of using a IFC The most effective way to convey knowledge practice guidelines , improve the self- learning , career

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orientation for students Service staff , school support direct implementation of transport Operating maintenance , system maintenance IFC to improve the efficiency of maintenance equipment uses facilities - service training The management of the school expressed through the proper implementation of the function There are solutions to the construction management , equipment

procurement, use and maintenance IFC management in an optimal way and also to establish the measures organizational conditions support from other resources IFC - services form the Teaching — Learning As shown above, IFC is a material product system Tangible including classrooms laboratories workshops , computer rooms , network Internet students hostels , electricity , water , entertainment , sports On the other hand , to confirm the location and function of the overall operation of the cases can not be separated from the concept IFC role of process management service teaching staff management , staff and faculty Maybe that the human factor is always the decisive factor leading directly into the dominant training

course in the university Human factors not only refers to team teachers that include staff management In order for a teacher classroom must be accompanied by a team from the stage up for the program , schedule expression , prepare facilities ,

teaching equipment That's a whole team of service in the whole system Qualifications of teachers , professional capacity of service personnel is key Moreover the trend gradually higher education is conceived as a particular type of service , the university is seen as service providers for different types of customers : the state businesses labor organizations activities , students , parents and society , in which subjects students must both a beneficiary who is both the most important customers In the opinion which could see universities offer the customers of its various service packages Specifically for customers is born staff , the school provides them the service package including training programs , program support students learning , training service facilities and equipment - school activities training , scientific research

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provider and a university student with full customer directly all the components of

the statement of Prof Dr Nguyen Dinh Phan to offer the need for close

coordination of physical and human factors including the customer collaboration Want to provide a needed service to the following factors :

Customer service is received , this is critical no guests of services does not exist Facilities include facilities , equipment , location landscape

Managed service : the service personnel , active service - Product comes

2.2 Facilities - quality model of university equipment 2.2.1 Base model applied

- Practice Facility

{t can be seen modeling service quality SERVPERF not accepted by researchers , but it can also be used to measure the quality of services in many different areas In the literature review we have presented the use of SERVPERF scale studies in the

field of education and the authors comment on the reliability study of this scale However, an important issue mentioned by the authors in the process of applying this model is that the components of service quality always changes according to the context , type of service , in the different markets are different So full

identification and precise components of each service quality research is essential , especially in the field of education , higher education is seen as a special kind of service special

- Rationale

From the definition of customer satisfaction and the analysis of the relationship between service quality and customer satisfaction , may find the study of factors affecting satisfaction customer synonymous with the study of factors affecting quality of service It also is suitable for the study of factors affecting student

satisfaction with the facilities and equipment of the school According to the model quality assessment services SERVPERF ( Figure 2.3 ) can build models evaluate

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the quality facilities and equipment as follows:

Figure 2.4 SERVPERF model of service quality physical facilities and equipment Credibility The response

Service | Student satisfaction with capacity facitities - equipment Empathy tangible

Based on the SERVPERF model , scale quality facilities and equipment under construction includes 05 components , 36 observed variables , in which components (1) Tangible Media : 06 observed variables :

(2) Credibility : 06 observed variables ;

(3) The response : 11 observed variables ;

(4) The capacity to serve 08 observed variables ; (5) Empathy : 05 observed variables (Appendix 1 )

However, the important issue is how to properly identify the critical components that students use facilities and equipment easily perceived and evaluated

To solve this problem , we conduct studies exploring the relationship between

elements of school resources with quality components SERVPERF service

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According to the author Nguyen Dinh Phan human resource factors in the process of providing of a service is of paramount importance , is crucial Human resources must have the knowledge skills and problem-solving skills work with enthusiasm openness and honesty with its customers Affirming the important role of school resources , Le Van Hao authors proposed use " development cycle value " (2009 ) the cycle provides a systematic way of looking at the relationship between " the production " ( Organisation ) ," product " ( product ) and " customers " ( target group) while emphasizing the elements of resources to help link above constantly being developed , including : human resources ( staff's team of producers and values, cultural spiritual , internal collaboration among individuals and units )

and structural resources ( infrastructure systems ; structure apparatus the strategic

plan the regulations rules criteria required to operate the manufacturing operations the value of the material is designed to help manufacturers stable operation ) According to the author can apply this model to the unit , part of the university such as Science Library , Institute / Center for Science, Technology According to that view in the article " Table the integration of human resource strategy with corporate strategy , "the authors said Dung Doan Gia element resources including human resources of the organization are considered as core competencies to contribute to the success the organizational aspects on high quality superb service , innovation ability , skills in specific jobs , and productivity of the staff this is the key factor to bring into success of the organization From the above statement we conducted a set matrix components integrated service quality factors with organizational resources , which applies to the case of facilities and equipment universities The relationship between service quality ingredients

SERVPERE and organizational resources are set in matrix appendix (Appendix 2) Accordingly 05 service quality components SERVPERF model is identified and measured through the 04 components of the university 's resources to create quality infrastructure and equipment :

( 1 ) Status facilities and equipment

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(2 ) Capacity team members (3 ) staff capacity (4) The management of the school 2.2.2 Research Model From integrated matrix (Appendix 2 ) and on the basis of quality models SERVPERF

( Figure 2.4 ) , we build model of research - quality facilities and equipment cases Founded University as shown in Figure 2.5

Figure 2.5 Model quality facilities Ton Duc Thang University Status of facilities equipment ‘Teacher proficiency Staff proficiency management of oo School Student satisfaction with facitities - equipment

Explain the concept of models :

- Facilities : System auditorium , classrooms , libraries sports grounds , hostels ,

audio systems , lighting , electrical systems , water , internet

- Equipment : All equipment , tools for teaching , learning , research and practice - Staff : waiters facilities and equipment , library technicians , lab personnel , service personnel and sports grounds , security guards

- Status infrastructure and equipment : Physical , completeness , advanced features , updated features , comfort level of system facilities and equipment

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material and equipment in the teaching process students practice guidance a sense of responsibility towards work , student attitudes toward

- Staff capacity : Qualifications skills solve the technical problems of infrastructure and equipment responsibility for work attitude of service to students

- The management of the school : The management of facilities and equipment , renovation work upgrades maintenance , maintenance of facilities and equipment the ability to capture and respond needs of students on the basis of material and equipment

2.2.3 Scale-quality facilities and equipment Ton Duc Thang University(Appendix 3)

Based on the research model we build quality scale facilities and equipment Ton Duc Thang University consists of 04 elements corresponding to the 36 observed variables:

(1) Status infrastructure and equipment: 15 observed variables were coded: CD1 -

CDI5

(2) the capacity of the teaching staff: 07 observed variables were coded: TE] - TE7 (3) the ability of staff: 06 observed variables were coded: WR1 - WR6

(4) Management of Schools: 08 observed variables were coded: MG1 - MG8&

Conclusion

The theoretical basis of service , service quality and relationship quality service with customer satisfaction that quality is seen as the gap between expectations and perceptions of service customers when using the service In view of the many quality models are built and applied in many different areas In the SERVQUAL model of Parasuraman et al (1985 ) and SERVPERF model of Cronin and Taylor (1992 ) used more popular , because of the specific detailed and tools to assess and authors are always testing and colleagues update On the other hand from the facilities and equipment can be identified as a form of service that provides

university students to make the objective of his training , determined measure of

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quality facilities and equipment measures of student satisfaction with the quality components of the school facilities and equipment The result of this step is to

apply the model SERVPERF quality services to build scale models and draft quality measurement facilities and equipment On the basis of the draft scale we have applied the rationale of the role of resources for the development of organizational quality design matrix built up between 05 SERVPERF quality components and elements of university resources to build quality models facilities and equipment university consists of 04 components :

( 1 ) Status facilities and equipment; ( 2 ) Capacity teacher team ;

(3 ) Capacity staff team ;

(4) The management of the school ( Figure 2.5 )

Since then scale facilities - quality design equipment founded University School includes 04 components corresponding to the 36 observed variables :

(1) Status facilities and equipment - 15 observed variables (CD] - CD15) (2) the capacity of the teacher team 07 observed variables ( TE1 - TE7 )

(3 ) the ability of staff : 06 observed variables ( WRI - WR6)

(4) Management of Schools : 08 observed variables (MG1 - MG8 ) 3 PROPOSEED METHODOLOGY

3.1 Theoretical

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Theoretical basis of service quality Scale SERVPERF The scale used Questionaire survey Sample

Factor analysis EFA

Cronbach's Alpha coefficient Linear regression analysis ANOVA analysis Hypothesis testing 3.1.1 Design of measurement tools 3.1.1.1 Preliminary Study

Preliminary research was done through group discussion method Group discussions with 17 of the 17 students of the department, subject to study This research used to

adjust the scale and additional draft (Appendix 3) was built in model studies as well

as uniform definitions of concepts related to these factors, the observed variable, preparing to build step questionnaire survey

3.1.1.2 The questionnaire survey

Based on the calibration scale, the survey questionnaire was developed and then get 05 opinions of experienced teachers in the field of research During this period, a number of concepts, structured questions were adjusted to meet consistent

application of the meaning and contents of the questionnaire The questionnaire

survey of factors affecting student satisfaction with the quality of facilities and equipment Ton Duc Thang University includes 03 components (Annex 5): The question is rated on Likert scale, 05 level:

1 completely disagree, 2 Disagree 3 Normally 4 Agree 5 Totally agree

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Table 3.1 Structure and Scale questionnaire

No Concept | Observed sable Scale Part 1 Evaluation of service quality physical facihties and equipment and student satssfaction

1 Status facies and equipment 15 “Likert Sievel Fo ˆ Lken Blevels 6 | Likert § level 8 _ Likert 6 level 4 Likert 5 level _ "` 2 Faculty capacity 3 " Satff ‘capacity ` 1 4 The menagement of school - mm < 5 ‘Student satisfaction ‘Part2 To be left blank to gether student ‘opinion TC , 1 igex 2 Study 3 Courses Identifier Identifier :

= "Identifier & hierarchical

3.2 Data collection techniques

According to data from the Office of Student Affairs as of May 1/2011 the number of tertiary students are required to learn the second year is 8,276 students Wednesday ( Data from the Office of Student Affairs , University of Ton Duc Thang ) The sample size was chosen to be approximately 800

students in non- probabilistic method based on the number of students vienphan on the following criteria:

Disciplines : social, science , technology , economy Course : 2nd year , 3rd year , 4th year

Gender: male female

On the basis of the study schedule , school courses are arranged at the time of the survey , with the support of the faculty we conducted a survey with coupons to students eligible for the survey in class school Thus the organization of the survey we have the advantage of access opportunities , explains clarify the issues in the questionnaire for students

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Results found 800 votes, 796 votes recovery, during data entry, data cleaning is

38 invalid votes reply The votes were excluded by the survey respondents did not provide sufficient information or information removed by survey

respondents rated the same kind of choice

Thus the sample is 758 official structure of the sample are presented in Table descriptive statistics sample (Table 3.2)

Table 3.2 Descriptive statistics sample

Course Science Social

Q Ra Q Rete Q "Technology Econome Rate Q Total Rate Q Rate “oo =° eR Year 2 68 897% 56 7,38% 51 B,72% | 69 244 | 32,18% a vo em ¬ ,/| ƠỒ.Ơ.Ơ., Ơ ỒƠơ an Year 3 62 817% 70 8,23% 68 887% | 68 ; 897% 268 | 35,35% Year4 68 897% 67 8,83% 4§ 583% : 8B | 870% 2458 | 32,45% 3 Total 198 2612% 193 2546% 164 21,63% ; 203 | 26,78% 758 | 100% - -~ ——— - + ek eee cee bee

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Figure 3.4 Chart patterns described UScience OSocial @Technology EXEconomc Figure 3.5 Chart the course description form OYear2 OYear3 BYear4

Through this table describes the study sample (Table 3.2) can be seen the number of votes obtained by survey and screening surveys distributed evenly between

disciplines (natural: 198 students, 26, 12% social: 193 students, 25.46%;

technology: 164 students, 21.63% economic: 203 students, 26.78%), and of course (2nd year : 244 students, 32.18% 3rd year: 268 students, 35.35% 4th year: 246

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students 32.45%) It can be seen in the structure of the survey the number of women participating students (477 students, 62.93%) outnumber male students (281

students 37.07%)

3.4 Data analysis

In this section the steps of the research study design (Figure 3.2) times the strategy will be implemented First describing the survey results will present an overview of the level of assessment as well as student satisfaction with the facilities and

equipment of the school The evaluation step scale regression analysis, ANOVA analysis will continue to be carried out to identify the deep nature of the problem and test research hypotheses posed

3.4.1 Descriptive Statistics survey results

Survey results are listed in table (Appendix 6) through statistics survey results, can be found in the student respondents rated less highly facilities and equipment of the school, Mean reported values of observed variables ranged from 2.82 to 4.10 where:

The students observed variables appreciated include: creating the landscape of

impressive beauty (Mean: 4.10); Information Systems, Internet, useful for students (Mean: 3 , 73); skilled trainers equipment used to support teaching and guiding students to practice (Mean: 3.73): instructors use facilities and equipment in accordance with training objectives (Mean: 3.70): enthusiastic teachers guide

students materials reference books for self-study, self-study (Mean: 3.78)

instructors use facilities and equipment accordance with the lecture content (Mean: 3.67): school renewal plan, upgrade facilities and equipment (Mean: 3.60) Also the results can be seen statistically assess students for high capacity factors faculty The students observed variables below normal assessment include: The school's

response to the requirements of the facilities and equipment of students (Mean:

2.89): willingness to listen Employee listening to the needs of students (Mean:

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2.86); considerate attitude affable staff for students (Mean: 2.96); system equipped modern rooms School labs (Mean: 2.82); number of classrooms, labs (Mean: 2,97) For the 04 observed variables of satisfaction, statistics survey results showed that students not highly satisfied with the facilities and equipment of schools, reported values of the variables ranged from 3.04 to 3.38 This shows the results of the evaluation factors quality facilities and equipment and student satisfaction with the facilities and equipment of the appropriate correlation To capture the details of the assessment results for each student as well as the quality factor satisfaction of the facilities and equipment, which can detect the presence is limited in each quality factor quality we conducted a statistical evaluation of the percentage of students in each of the observed variable factors

3.4.1.1 Capacity factor staff

Table 3.3 Descriptive statistics of the observed variables factor in staff capacity Descriptive Statistics Std N | Minimum | Maximum |Mean| Deviation 758 1 5] 3.28 965 Staff service facihtres and equipment shall be responsible for ithe work

Staff service facihties and equipment are considerate attitude, a | 758 1 5| 2.96 q99

smile for students 758 1 5) 286 1002 Staff service facilites and equipment ready to hsten the needs of students Staff service faciities and equipment enthusiastic guide, 758 | By 3.04 95G lhelping shadents Staff service factties and equipment +s quahfied to raeet job 758 1 5] 3.35 817 requirements

Staff service facthtees and equipment to promptly solve the 758 1 5] 3.16 962

requirement for facisties and equipment