Factors in fluencing on students satisfaction of student supporting services at thai nguyen university

FACTORS INFLUENCING ON STUDENT’S SATISFACTION OF STUDENT SUPPORTING SERVICES AT THAI NGUYEN UNIVERSITY A DISSERTATION Presented to The Faculty of the School of Graduate Program Central Philippine University In Collaboration with Thai Nguyen University, Vietnam In Partial Fulfillment Of the Requirements for the Degree DOCTOR OF MANAGEMENT (with concentration in Public Management) DOAN MANH HONG DECEMBER 2020 i ACKNOWLEDGEMENTS I would like to take this opportunity to express my thanks to those who helped me with various aspects of conducting research and writing of this thesis First and foremost, Professor Dr Hoang Thi Thu and Dr MARY O’PENETRANTE for their guidance, patience and support throughout this research and the writing of this thesis Their insights and words of encouragement have often inspired me and renewed my hopes for completing my graduate education I would also like to thank my family for encouraging and supporting me to finish my dissertation I would additionally like to thank my friends and staff at TUEBA who help and continuously encouraged me to complete the work Signed: Date: LỜI CẢM ƠN Tác giả xin bày tỏ lời cảm ơn chân thành tới người giúp đỡ tác giả hoàn thành luận án: Đầu tiên, tác giả xin cảm ơn PGS TS Hoàng Thị Thu TS Mary O’Penetrante, thầy hướng dẫn kiên trì giúp đỡ, hướng dẫn khơng mệt mỏi để giúp đỡ động viên tác giả hoàn thành luận án đầy khó khăn này, Tác giả xin bày tỏ lòng biết ơn sâu sắc đến gia đình, vợ, người thân động viên tác giả vượt qua khó khăn sống riêng để đủ kiên nhẫn hồn thành cơng việc đầy vất vả này, Tác giả xin bày tỏ cảm ơn đến bạn bè đồng nghiệp Trường Đại học Kinh tế Quản trị Kinh doanh – Đại học Thái Nguyên không ngớt động viên giúp đỡ tác giả hoàn thành luận án Một lần xin cảm ơn giáo sư hướng dẫn toàn bạn bè người thân tác giả Nghiên cứu sinh (ký họ tên): Ngày: ii DECLARATION OF AUTHORSHIP I, Doan Manh Hong, declare that this dissertation titled, “Factors Influencing on Student’s Sat­ isfaction of Student Support Services at Thai Nguyen University” and the work presented in it are my own I confirm that: • This work was done wholly or mainly while in candidature for a research degree at this University • Where any part of this thesis has previously been submitted for a degree or any other qualification at this University or any other institution, this has been clearly stated • Where I have consulted the published work of others, this is always clearly attributed • Where I have quoted from the work of others, the source is always given With the ex­ ception of such quotations, this thesis is entirely my own work • I have acknowledged all main sources of help • Where the thesis is based on work done by myself jointly with others, I have made clear exactly what was done by others and what I have contributed myself Signed: Date: LỜI CAM ĐOAN Tơi Đồn Mạnh Hồng, xin cam đoan Luận án có tên “Các nhân tố ảnh hưởng đến mức độ hài lòng sinh viên dịch vụ hỗ trợ Đại học Thái Ngun” cơng trình khoa học riêng tơi Tơi cam đoan rằng:  Đây cơng trình nghiên cứu thực cho đề tài Luận án tiến sĩ chương trình Liên kết đại học Central Philippine – Philippines Đại học Thái Nguyên – Việt Nam, thực Việt Nam,  Khơng có phần Luận án xuất trước nộp đâu trước để xin cấp văn nào,  Bất kỳ thông tin Luận án có trích dẫn từ tác giả khác có ghi nguồn đầy đủ Các phần lại nghiên cứu riêng tác giả,  Tác giả cảm ơn giúp đỡ tận tình GS hướng dẫn đồng nghiệp, nhà nghiên cứu khác mà tác giả có trích dẫn Nghiên cứu sinh (ký họ tên): Ngày: iii ABSTRACT In this research, the theories in service quality and student satisfaction were reviewed and the conceptual framework was built by modifying the SERVQUAL and SERVPERF to make the IPO model to put the factors affecting student satisfaction on supporting service at TNU into work The model consists of five independent variables including Physical facilities, Regu­ lations and service procedure, Administrative staff’s capacity and attitude, Lecturer’s capacity and attitude, Extracurricular activities, and one dependent variables Overall Satisfaction built and tested for reality Questionnaire with Likert­scale was used to collect data from students at members of TNU A sample of 366 students were randomly chosen at campuses of TNU to answer the question­ naire The study used 25 observed variables to perform regression analysis and verification of reported values The results of regression analysis show five components (including: physical facilities, Regular and Procedure of service, Administrative staff, Lecturers, and Extracurricular Activities) have a strong correlation with student satisfaction It was found out the five variables ­ facilities, teaching staff, administrative staff, extracurricular activities the regular and proce­ dure were positively related to student satisfaction of the support services of the university The linear regression test results show that these independent variables were able to explain about 69.7% of the variation in student satisfaction variable of the support services of the university set at 99% level of confidence Finally, the results of testing show there is difference in the level of satisfaction when respondents were classified by demographic factors iv Contents Acknowledgements i Declaration of Authorship ii Abstract iii PROBLEM AND ITS SETTING 1.1 Background and Rationale of the Study 1.2 Objectives 1.2.1 General Objectives 1.2.2 Specific Objectives 1.3 Theoretical Framework 1.4 Conceptual Framework 1.5 Hypotheses 11 1.6 The Operational Definitions 12 1.7 Significant of the Study 18 1.8 Scope and Delimitation 18 REVIEW OF RELATED LITERATURE AND STUDIES 20 2.1 Literature Review 20 2.1.1 Services and Support Services 20 2.1.2 Student Satisfaction 23 2.1.3 The Relationship between Student Satisfaction and the Support Services 2.1.4 at University 25 Factors Affecting Student Satisfaction 30 v 2.2 32 2.2.1 International Studies 32 2.2.2 Domestic Researches 34 2.2.3 Summary of Empirical Studies 37 RESEARCH METHODOLOGY 38 3.1 Research Design 38 3.2 Population, Sample Size and Sampling Technique 39 3.2.1 Target population 39 3.2.2 Sample Size 41 3.2.3 Sampling Technique 42 3.3 Research Instrument 43 3.4 Data Gathering Procedures 44 3.4.1 Secondary Data 44 3.4.2 Primary Data 44 Data Processing and Data Analysis 45 3.5.1 Descriptive Statistics 45 3.5.2 Verbal Interpretation 46 3.5.3 Evaluation of the Scale Reliability 46 3.5.4 Explore Factor Analysis (EFA) 50 3.5.5 Factor Naming and Model Modification 54 3.5.6 Testing the Hypothesizes 54 3.5.7 Regression Analysis 55 3.5 Empirical Related Studies DATA PRESENTATION, ANALYSIS AND INTERPRETATION 57 4.1 Introduction of Thai Nguyen University 57 4.2 Profile of Respondents 58 4.3 Student Assessments on Supporting Services in Thai Nguyen University 61 4.3.1 61 Student Perception on Physical Facilities vi 4.4 4.3.2 Student Perception on Regulation and Service Procedure 62 4.3.3 Student Perception on Administrative Staff 66 4.3.4 Student Perception on Teaching Staff 66 4.3.5 Student Perception on Extracurricular Activities 69 4.3.6 Overall satisfaction with Student Supporting Services at TNU 71 Hypothesis Testing and Regression Analysis 73 4.4.1 Hypothesis Testing 73 4.4.2 Regression Analysis 77 SUMMARY, CONCLUSION AND POLICY RECOMMENDATIONS 81 5.1 Summary of Findings 82 5.2 Conclusions 87 5.3 Recommendations 89 5.4 Limitations of the study and scope for further research 91 REFERENCES 92 A PREPARED QUESTIONNAIRE 96 B CRONBACH’S ALPHA 103 C SUMMARY OF EFA ANALYSIS 107 D SUMMARY OF ANOVA ANALYSIS 109 vii List of Figures 1.1 SERVPERF Model of Service Quality 1.2 Theoretical Framework 10 1.3 Conceptual framework 11 3.1 Research Design Process 40 C.1 Scree Plot of EFA Analysis 108 96 Appendix A PREPARED QUESTIONNAIRE This survey aims to collect students’ opinions about student support services and service effi­ ciency, the feedback results are the basis for TNU to continuously improve and improve the quality of support services support students to meet the learning, research and practice needs of students We hope that you take the time to answer the questions of the survey and contribute opinions honestly and frankly All personal information, survey results are confidential and only served for research activities Sincerely thank you! PART I PERSONAL INFORMATION Tick your answer Gender: • Male • Female Ethnic: • Kinh • Other Accommodation • On Campus • Off Campus Your Academic progress: 97 • First year, • Second year, • Third year, and • Fourth year Your Study location: • Information and Communication Technology University (ICTU) • Thai Nguyen University of Education (TNUE) • Thai Nguyen University of Science (TNUS) • Thai Nguyen University of Technology (TNUT) • Thainguyen University of Agriculture and Forestry (TUAF) • Thainguyen University of Economics and Business Adminnistration (TUEBA) • Thainguyen University of Medicine and Phamacy (TUMP) PART II YOUR SATISFACTION ON UNIVERSITY SUPPORTING SERVICE Choose your answer next to the number indicates your level of satisfaction as bellow: (1) Strongly Disagree (2) Disagree (3) Neutral (4) Agree (5) Strongly Agree Mark your choice with ’X’ or ’tick mark’ in the table below Table A.1: Questionnaire Code ID Questions FAC1 Q1 Books and Documents at Library are diversified Your Choicer (1) (2) (3) (4) (5) and abundance of sources FAC2 Q2 Electronic Library responds well and is conve­ nient for searching and downloading documents (1) (2) (3) (4) (5) 98 Continuation of Table A.1 Code ID Questions FAC3 Q3 Libraries are good place for self­study and re­ Your answer (1) (2) (3) (4) (5) search FAC4 The learning environment is cool and quiet (1) (2) (3) (4) (5) Q4 Reading room at Library is cool and quiet (1) (2) (3) (4) (5) Q5 The open air self­study area is cool and quiet (1) (2) (3) (4) (5) Q6 Lecturer Hall area is cool and quiet (1) (2) (3) (4) (5) Q7 Rooms for practicing are cool and quiet (1) (2) (3) (4) (5) Q8 Dormitory is cool and quiet (1) (2) (3) (4) (5) System of Equipment (1) (2) (3) (4) (5) Equipment system to support teaching and study­ (1) (2) (3) (4) (5) FAC5 Q9 ing is adequate and modern Q10 Training workshop is adequate and modern (1) (2) (3) (4) (5) Q11 Areas for physical education and Gymnasium are (1) (2) (3) (4) (5) convenient and well equipped Q12 The equipment system at Library well support to (1) (2) (3) (4) (5) studying and doing research Q13 The First Aid system at medical treatment build­ (1) (2) (3) (4) (5) ing is adequate Q14 Dormitory is supportive and convenient to every­ (1) (2) (3) (4) (5) day activities FAC6 Other Facilities system supporting learning and (1) (2) (3) (4) (5) everyday activities Q15 WIFI system is widely spread and can be ac­ (1) (2) (3) (4) (5) cessed in high speed Q16 The institutional website stably works and has friendly interface (1) (2) (3) (4) (5) 99 Continuation of Table A.1 Code ID Q17 Questions The institutional website provides adequate and Your answer (1) (2) (3) (4) (5) updated information Q18 Canteen is clean and hygiene (1) (2) (3) (4) (5) Q19 The price at canteen is reasonable (1) (2) (3) (4) (5) Q20 Open areas are clean and friendly (1) (2) (3) (4) (5) Q21 Electricity and water supply is responded to the (1) (2) (3) (4) (5) demand REG1 Q22 Students are provided with adequate university (1) (2) (3) (4) (5) regulars REG2 Q23 Students are satisfied with the procedure on bor­ (1) (2) (3) (4) (5) rowing Book and document REG3 Q24 Students are Satisfied with the length of time for (1) (2) (3) (4) (5) keeping book and document REG4 Q25 List of books and documents is often updated on (1) (2) (3) (4) (5) website REG5 Q26 Students are satisfied with the course enroll pro­ (1) (2) (3) (4) (5) cedure REG6 Q27 Time expand for course enroll is adequate (1) (2) (3) (4) (5) REG7 Q28 Learning schedule and examination schedule are (1) (2) (3) (4) (5) stable and provided beforehand REG8 Q29 Students are satisfied with the procedure in ap­ (1) (2) (3) (4) (5) plying transcripts and other documents REG9 Q30 The system of forms for student applying docu­ ments is adequate and easy to used (1) (2) (3) (4) (5) 100 Continuation of Table A.1 Code REG 10 ID Q31 Questions Students are satisfied with the Regulations on the Your answer (1) (2) (3) (4) (5) outfit, and student card REG11 Q32 Information about academic regulations is pro­ (1) (2) (3) (4) (5) vided promptly via email / website REG12 Q33 Students are satisfied with the procedure for tu­ (1) (2) (3) (4) (5) ition collection REG13 Q34 Students are satisfied with Procedure for apply­ (1) (2) (3) (4) (5) ing reassessment REG14 Q35 Students are satisfied with Time to announce the (1) (2) (3) (4) (5) test results ADM1 Q36 Official staff are friendly (1) (2) (3) (4) (5) ADM2 Q37 Official staff are helpful and supportive (1) (2) (3) (4) (5) ADM3 Q38 Official staff respect students (1) (2) (3) (4) (5) LEC1 Q39 Lecturer announces the teaching plan and criteria (1) (2) (3) (4) (5) for evaluating academic results LEC2 Q40 Lecturer gives course guide to students (1) (2) (3) (4) (5) LEC3 Q41 Lecturer guides students how to read and look up (1) (2) (3) (4) (5) documents LEC4 Q42 Lecturer well uses of teaching aids (1) (2) (3) (4) (5) LEC5 Q43 Lecturer encourages and guides students in sci­ (1) (2) (3) (4) (5) entific research LEC6 Q44 Lecturer well organises of seminars for academic (1) (2) (3) (4) (5) advisors LEC7 Q45 Academic advisor is good in orientation, advice and support students (1) (2) (3) (4) (5) 101 Continuation of Table A.1 Code ID LEC8 Q46 Questions Academic advisor is enthusiastic, friendly and Your answer (1) (2) (3) (4) (5) willing to help students EXT1 Q47 Students are satisfied with Activities on student (1) (2) (3) (4) (5) guidance in Scientific research, doing graduation thesis EXT2 Q48 Students are satisfied with Activities on practic­ (1) (2) (3) (4) (5) ing soft skills EXT3 Q49 Students are satisfied with Activities on opening (1) (2) (3) (4) (5) day, job festival EXT4 Q50 Students are satisfied with Activities on enter­ (1) (2) (3) (4) (5) prise visits EXT5 Q51 Students are satisfied with Activities on seminars (1) (2) (3) (4) (5) EXT6 Q52 Students are satisfied with ACtivities in Instruct­ (1) (2) (3) (4) (5) ing students to contact enterprises for internships EXT7 Q53 Students are satisfied with Activities in Univer­ (1) (2) (3) (4) (5) sity leaders and students meeting and discussing EXT8 Q54 Students are satisfied with Activities in music, (1) (2) (3) (4) (5) gymnastics and sports contests EXT9 Q55 Students are satisfied with Activities in English (1) (2) (3) (4) (5) Club SAT1 Q56 Overall, I am Satisfied with University Facilities (1) (2) (3) (4) (5) SAT2 Q57 Overall, I am Satisfied with University Regula­ (1) (2) (3) (4) (5) tions, process of implementing student support­ ing services 102 Continuation of Table A.1 Code ID SAT3 Q58 Questions Your answer Overall, I am Satisfied with University Official (1) (2) (3) (4) (5) staff SAT4 Q59 Overall, I am Satisfied with University Teaching (1) (2) (3) (4) (5) Staff SAT5 Q60 Overall, I am Satisfied with University Extracur­ ricular activities End of Table Thank you for taking the time to complete this questionnaire (1) (2) (3) (4) (5) 103 Appendix B CRONBACH’S ALPHA Note: Table B.1: Cronbach’s Alpha of the variables Scal Scal Total Cron Mean Vari Corr Alph 16.92 8.35 0.65 0.78 16.97 8.17 0.67 0.78 16.46 10.42 0.35 0.84 Item Learning resource The abundance and diversity of sources of books and documents at libraries The electronic library responds well and is convenient for searching and downloading documents Libraries are good for self­study and re­ search Equipment and supporting Environment Quiet and cool learning environment 16.68 9.42 0.63 0.79 System of equipment 17.10 9.08 0.70 0.77 Other facilities for studying / living activities 16.69 10.04 0.61 0.80 Regulation of service procedure Regulation and service procedure provided 47.11 48.16 0.64 0.86 47.10 49.30 0.54 0.86 to students Process, procedures for borrowing and re­ turning books, textbooks 104 Continuation of Table B.1 Scal Scal Total Cron Mean Vari Corr Alph 47.11 48.49 0.60 0.86 47.53 50.31 0.43 0.87 Course enroll procedure 47.39 49.23 0.47 0.87 Time span (extended) for course enrollment 47.01 48.84 0.56 0.86 Class schedules and examination schedules 46.98 49.32 0.51 0.86 47.24 48.57 0.52 0.86 47.39 47.87 0.58 0.86 Regulations on the outfit, and student card 46.81 50.27 0.47 0.87 Information about academic regulations is 47.15 47.03 0.57 0.86 Procedure of Tuition collection 47.11 49.84 0.44 0.87 Procedure for applying reassessment 47.60 48.36 0.60 0.86 Time to announce the test results 47.48 50.27 0.56 0.86 Item Borrow length of books, textbooks and doc­ uments Update of the List of new books and docu­ ments on the library website are provided intime and stable Process and procedures for applying tran­ scripts, papers related to students The system of forms related to the providing documents to students provided promptly via email / website Administrative staff Official staff are friendly 7.13 2.77 0.69 0.78 Official staff are helpful and supportive 6.96 2.85 0.75 0.71 Official staff respect students 7.00 3.44 0.65 0.81 20.08 0.64 0.86 Teaching staff Lecturer announces the teaching plan and cri­ teria for evaluating academic results 26.18 105 Continuation of Table B.1 Scal Scal Total Cron Mean Vari Corr Alph Lecturer gives course guide for students 26.22 19.76 0.65 0.86 Lecturer guides students how to read and 26.38 20.97 0.59 0.86 Lecturer well uses of teaching aids 26.34 20.20 0.56 0.86 Lecturer encourages and guides students in 26.52 18.89 0.65 0.85 26.87 18.68 0.62 0.86 27.01 17.48 0.75 0.84 26.39 19.17 0.61 0.86 28.22 30.29 0.43 0.85 Activity on practicing soft skills 28.51 27.89 0.65 0.83 Activity on opening day, job festival 28.19 28.35 0.64 0.83 Activity on enterprise visits 28.94 26.57 0.63 0.83 Activity on seminars 28.52 28.01 0.61 0.83 Instructing students to contact enterprises for 28.91 27.26 0.57 0.84 28.89 27.46 0.61 0.83 27.96 30.04 0.45 0.85 Item look up documents scientific research Lecturer well organises of seminars for aca­ demic advisors Academic advisor is good in orientation, ad­ vice and support students Academic advisor is enthusiastic, friendly and willing to help student Extracurricular activities Activity on student guidance on Scientific re­ search, doing graduation thesis internships University leaders meet and discuss with stu­ dents Activity on music, gymnastics and sports contests 106 Continuation of Table B.1 Scal Scal Total Cron Mean Vari Corr Alph 28.49 28.09 0.56 0.84 Item Activity at English club Overall Satisfaction School facilities 14.79 6.02 0.49 0.72 Regulations, process of implementing stu­ 14.74 5.76 0.68 0.74 Administrative staffs 14.62 6.03 0.59 0.78 Teaching staff 14.01 6.98 0.50 0.71 Extracurricular activities 14.32 6.87 0.36 0.76 dent support services End of Table 107 Appendix C SUMMARY OF EFA ANALYSIS Table C.1: Total Variance Explained 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 total 9.657 2.259 1.625 1.285 1.198 0.898 0.859 0.734 0.635 0.587 0.573 0.541 0.51 0.468 0.418 0.405 0.381 0.358 0.292 0.28 0.257 0.233 0.204 0.186 0.156 End of Table Ini Eig Per Var 38.629 9.037 6.502 5.139 4.791 3.594 3.435 2.935 2.539 2.349 2.293 2.165 2.039 1.873 1.671 1.621 1.522 1.433 1.167 1.121 1.028 0.932 0.816 0.742 0.626 Cu.Per 38.629 47.666 54.168 59.307 64.098 67.692 71.127 74.062 76.601 78.95 81.243 83.408 85.447 87.32 88.992 90.613 92.135 93.568 94.734 95.856 96.884 97.816 98.632 99.374 100 Ex Sum of Sq Loadings total Per Var Cu.Per 9.657 38.629 38.629 2.259 9.037 47.666 1.625 6.502 54.168 1.285 5.139 59.307 1.198 4.791 64.098 Rot Sum Sq total Per Var 4.597 18.389 3.31 13.242 3.015 12.059 2.772 11.088 2.33 9.32 Load Cu.Per 18.389 31.631 43.69 54.778 64.098 108 This appendix shows the scree Plot from the SPSS results on EFA Analisis Figure C.1: Scree Plot of EFA Analysis 109 Appendix D SUMMARY OF ANOVA ANALYSIS This Appendix shows the summary of ANOVA analysis for testing the hypothesis of different satisfaction on respondent profile Table D.1: ANOVA Analysis of Different Satisfaction on Student profile Indicator N Mean Male Female Total 213 153 366 3.61 3.64 3.62 Excellent Very Good Good Fair Total 56 111 191 366 3.58 3.55 3.67 3.62 3.62 1st year 2nd year 3rd year 4th year Total 92 96 98 80 366 3.58 3.60 3.69 3.62 3.62 TUAF TNUE TUMP TNUT TNUS TUEBA ICTU Total 53 65 55 50 54 44 45 366 3.61 3.60 3.64 3.53 3.64 3.57 3.78 3.62 Std Devia­ tion Std Error Lower Bound Gender 0.62 0.04 3.53 0.60 0.05 3.54 0.61 0.03 3.56 Academic Grade 0.57 0.20 3.10 0.55 0.07 3.40 0.64 0.06 3.55 0.61 0.04 3.54 0.61 0.03 3.56 Academic Progress 0.59 0.06 3.45 0.60 0.06 3.48 0.61 0.06 3.57 0.65 0.07 3.47 0.61 0.03 3.56 Study Location 0.64 0.09 3.43 0.63 0.08 3.44 0.60 0.08 3.48 0.64 0.09 3.35 0.66 0.09 3.46 0.55 0.08 3.40 0.52 0.08 3.63 0.61 0.03 3.56 Upper Bound Min Max 3.70 3.73 3.69 2.20 2.00 2.00 5.00 5.00 5.00 4.05 3.69 3.79 3.71 3.69 2.80 2.20 2.00 2.00 2.00 4.60 4.60 5.00 5.00 5.00 3.70 3.73 3.82 3.76 3.69 2.20 2.40 2.60 2.00 2.00 5.00 5.00 5.00 5.00 5.00 3.79 3.76 3.81 3.71 3.82 3.73 3.94 3.69 2.20 2.60 2.00 2.00 2.60 2.40 2.60 2.00 4.60 5.00 5.00 5.00 5.00 4.60 5.00 5.00 110 TEST OF HOMOGENEITY OF VARIANCES Table D.2: Test of Homogeneity of Variances Indicator Gender Grade Progress Location Levene Statistic 1097 0.562 0.143 0.92 df1 3 df2 364 362 362 359 Sig 0.296 0.641 0.934 0.481 ... conduct research on student? ??s satisfaction on supporting services at Thai Nguyen University to determine the satisfaction level of students on the supporting service provided by Thai Nguyen University. .. Communication Technology Uni Thainguyen University of Medicine and Pharmacy Thai Nguyen University of Education Thai Nguyen University of Science Thai Nguyen University of Technology Thainguyen University. .. evaluate the satisfaction level of student with the quality of student support services in Thai Nguyen University and determine the factors are most influencing on the student? ??s satisfaction with