Tgp chi Khoa hgc Cong nghe Ihuy sdn KET QUA NGHIEN CDU D A O TAO SAU DAI HOC MOI QUAN HE G I C A CHAT LlTONG DICH VU D A O TAO VA SÛ HAI LONG CUA SINH VIEN TRU^OfNG DAI HOC X A Y DITNG MIEN TRUNG REL[.]
Trang 1KET QUA NGHIEN CDU D A O TAO SAU DAI HOC
MOI QUAN HE G I C A CHAT LlTONG DICH VU D A O TAO VA SU^ HAI LONG CUA SINH VIEN TRU^OfNG DAI HOC X A Y DITNG MIEN TRUNG
RELATIONSHIP BETWEEN THE TRAINING SERVICE QUALITY AND SATISFACTION IN CENTRAL UNIVERSITY OF CONSTRUCTION
Li Bu-c Tdm', Trdn Danh Giang'
IJgay nhan bai: 06/11/2012; Ngay phan bi?n thong qua 18/02/2013; Ngay duyetdang: 15/5/2013
TOM T A T
Myic dich ciia nghien cmi Id xdc dinh moi quan he giiia cdc thdnh phdn chdt luang dich vu ddo tao vd su hdi Idng cua sinh vien Trudng Dgi hoc Xdy dung Mien Trung qua cdc bu&c thdng ke mo id, ddnh gid do tin egy ciia thang do bdng h4 so Cronbach alpha, phuang phdp phdn tich yeu to khdm phd-EFA vd phuang phdp hdi quy boi Nghien citu dp dung cd cdch tiep cgn dfnh tinh vd dinh lugng Difa tren mdu khdo sdt tie 250 mdu sinh viin dang hQC tai trucmg, nghien ciru cho thdy cd 5 thdnh phdn chdt lugng djch vu ddo tgo co dnh hudng duang den su hdi long ciia sinh vien do Id: dQi ngS gidng vien, chugng trinh ddo tgo, ca sd vgt cha! phi^c vu ddo tgo, suquan tdm cua nhd truang tai sinh viin ho trg hdnh chinh Tir khoa chdi lugng dfch v^ ddo tgo su hdi ldng
ABSTRACT
The purpose of this study was to determine relationship between the components of the training service quality and satisfaction of students in Central University of Construction through the steps of descriptive statistics, reliability evaluation by Cronbach's alpha coefficient and explore factor analysis method - EFA and multiple regression method The study applies both qualitative and quantitative approaches Based on a survey sample of 250 students are studying in Ihe university, the result shows thai there are five components ofthe training service quality have a positive impact on the satisfaction ofthe student: the lecturers group, training program, the facilities for training, the university's interest to students, the administrative support
Keywords: training service quality, satisfaction
I DAT V A N D £
Trudng Dai hgc Xay dyng Miin Trung da vd
dang tirng bude tgo lgp v| tri eiia minh Irong h i
thong cdc Irudng dai hpe tgi Vigt Nam De l i n tai
vd phit trien trong mdi trudng gido dye ngdy edng
cgnh tranh mgnh me, Tnj-dng Dgi hge Xdy dyng
Miin Tmng da tiln hdnh d i i mdi gido dye Irong
d i phdt triin quy m i phii di ddi vdi ddm bdo chat
lupng ddo Igo, vd sinh viin Id d i i tupng true tiip
ctia qud trinh ddo tao, Id "sdn phim ehinh" vi vgy y
kiln phdn h i i ctia sinh vien v i sy hdi Idng d i i vdl
chit lupng d i o tgo ctia nhi trudng luin cd y nghTa
quan tn?ng trong vigc d i i mdi chat lupng d i o tao
d a Nhi trudng trong tuong lai Vi vdy, vige nghien
ciru "mii quan he gitra chat lupng dieh vy d i o tao
va sy hdi long etia sinh vien Tnrdng Dgi hgc Xay dung Mien Trung" Id nhu eau d p thiet vd phii Ihyc hiin sdm nham giup lanh dgo nhd tardng dua ra cac quyit sdeh dung dan
Nghidn ciru v i sy hai idng eiia sinh vien tai nude ngoii cd nghidn ctru ctia Diamantis vd Benos (2007)[7] tgi trudng Dai hgc Piraeus - Hy Lap chi ra rang eae bien gido dye, hinh anh vd danh tteng ciia khoa huu hinh, hdirp hdnh chlnh anh hudng den sy
h i i idng cua sinh vien Cj trong nude, nghien ciru ve
ITnh vyc nay cd nghiin ctru eua Nguyin Thinh Long (2006)[4] Igi Trudng Dai hoc An Giang chf ra rang cac bien t i c dpng gim giing vien, co sd vat chll
' L6 Ode TSnr Ldp Cao hpe Qudn trj kmh doanh 2009 - Tnrdng Dgi hgc Nha Trang
*TS Trdn Danh Giang' Trudng Dgi hpe Nha Trang
Trang 2ttn d y , d m tiling; nghien ctru d a Tran Xudn Kien
(2009X6] tai Tn/dng Dai hoc Kinh te va Ouan tti kinh
doanh - Dai hoc Thdi Nguyen ch? ra ring eac t)ien
t i c ddng g i m kha nang thye hien cam kit, sy nhiet
tinh d a can bg va giang vi€n, co sd vdl d l t dpi
ngu giang vien sy quan tdm d a n h i trudng tdi sinh
vien, nghien ctru d a Nguyen Thj Thim (2010)[5] lai
Trudng Dai hoc Khoa hoc ty nhiin - Dgi hoc Quoe
gia TP.Hd Chi Minh chi ra eac biin tdc ding g i m
sy phii hpp vd miJPc dp ddp img d a chuong ttrinh
ddo tao ttinh do va sy tan Idm d a giang vien ky
nSng chung ma sinh vien dgt dupc sau khda hoc
mirc dp dap ung, trang thiet bj phuc vu hoc tap
dilu kien hpe tap anh hudng den sy hdi Idng d a
smh vien
Mye tieu nghien ctru ndy Id de xac djnh sy anh
hudng cua cdc Ihanh phan chdt lucmg dieh vu ddo
tgo den sy hdi long d a sinh vien Trudng Dgi hpe
Xdy dyng Mien Tnjng
II D O I TUQrNG VA PHlf ONG PHAP NGHIEN Cl/U
1 Doi tuong nghien ciru
D i i tuong nghien ctm Id c h l l lupng dao tao
vd sy hdi ldng sinh vien tnrang Dai hoc Xay dyng
Mien Trung
2 Co s o ly thuyet
2.1 Stf tiai long ctia khach hang
(^ nhieu khdi nigm khdc nhau ve sy hdi long
nhu: theo Parasuraman (1994)[g] thi sy hdi long
l i k i t qua tong hpp ciia C h l l lupng djeh vy Chat
lupng s i n phim v i G i i Cdn theo Spreng vd d n g
sy (1996)[10] thi sy h i i ldng khich hing Id Irgng
Ihdi cdm xtic Ion ddng trong tdm tri d a hp sau khi
[8] sy hdi Idng la sy phdn trng d a ngudi lieu dung
d i i vdi viec dupc ddp img nhung mong muon
Khil nigm nay cd hdm y: sy hdi long chi'nh la sy hdi
dich vu) do nd d i p ung nhirng mong muin eiia
hp, bao gdm d mirc dd dap ung tren mirc mong
muin, dudi mirc mong muin Hoac, theo Kotier
(2001) thi su hai Idng id mue dp d a trang thdi cdm
gidc d a mdt ngudi bat nguin tir vigc so sanh k i t
qua thu dupe tir san pham vdi nhung ky vgng ciia
ngudi dd[2]
Trong nghien ctru ndy, sy hii Idng eua sinh vien
dupc hieu Id mirc dp trang thdi d m xue d a sinh
vien bit nguon t u viec so sanh ket qua thu dupc tt>
dich vy ddo tao d a nhd tii/dng vdi nhung ky vpng
d a hp tnrdc khi vao Irudng hpe
2.2 Cac y4u td ca t>an du thanh chat luung dich vy dao tao d^ tmc
Theo quyet djnh 65/2007/QE>-BGDDT ban hdnh ngay 01/11/2007 thi ed 10 tieu chuin dting de danh gid chit lucmg ddo Igo tgi d c tnrdng dai hpe Tuy nhidn, nlu nhin rUidn chat lupng djch vy ddo Igo tir phi'a k h i d i hdng (smh vien) ttii d 3 yeu to chinh
d u ttidnh chat lupng djch vy d i o tgo dgi hgc bao
g i m : con ngirdi; ndi dung chi«mg ttinh phuong phip giang day; eo sd vgt chit
Con ngi/at trong d ba yeu t i tren cd t h i de
dang nhan ra yeu l i con ngudi la yeu ^ quyet djnh hdng d i u , chi ptioi true ttip tdi chit lupng ddo tgo
Y i u lo con ngudi d ddy khdng chi ndi 6en dgi ngu
giang vien ma tiao g i m d dpi ngu can bg phue vg
vd quan ly Chat lupng bdi giang hoan lodn phu thudc vao yeu to gidng vien Chuong ttinh hay, ehuan nhung khdng cd dpi ngu giang vien chuin thi thit bgi De phyc vy eho mot gidng viin dtmg Idp, phai kem ttieo mdt d i i ngu phuc vy tir khau len chuang trinh, thdi khda bieu, chuin bj eo sd vdt c h i t thiit bj gidng dgy, Tire la c» d mdi da ngu phyc vy trong toin he thing Trinh dd chuyen mon d a giang vien, nang lyc nghiep vy d a can
bp phuc vu Id then c h i t Nhtrng con ngudi d i co chuyen nghiep, cd nd lyc lao ddng khdng, dieu kien lam viec d a hp ed lot khdng se t i c dpng quan ttpng den chat lupng ddo Igo
Noi dung chuang trinh, phuong p/iap giiing d^y
day la nhirng yeu to cd anh hirdng quan ttpng din diu ra d a nen giao due, dgc bigt la giao due dgi hgc khi ma coi viec tt/ hoc d a sinh vien la chlnh Ngi dung chuong ttinh dgt chuin quoe gia va khu vyc phirong phdp giang dgy tich cyc se kich ttiich sinh vien hpe lap sing tao, hang hii phit bieu, ttiam gia vdo bai giang va ngupe Igi Thiet ke nra dung chirong trinh va van dyng phuong phdp giang dgy phu ttiuic rat Idn vdo tiinh dp, nang lyc dpi ngu gidng vien nang lyc to chuc qudn ly d a nhd tti/dng
Casa vat chat de ttiyc hiin chuong trinh dao
tgo lot d n phii ed eo sd vgt chit di kem, t:ao gom
hg thing giang dudng dupc Irang bi cac thiet bj dgy
- hpe dong bp va hign dgi; eac phdng thi nghiifn, Ihyc hdnh dupc trang bj thiet b| nghien cuv va ttiye hanh kiai cdng nghg mdi; Thu vien d cdc djch VM
d i p ung nhu d u ngudi tim kiem ttidng tin Ddo Igo ttinh do dai hpe yeu d u v|n dyng vdo ttiyc tten ddi
hdi cao hem h i n so ven bge p h i ttidng Ngudi hgc
g i n nhu budc vao Thye l e ' nghe nghigp ngay ttdn giang dirdng Do vgy co sd vdt chit ky ttiugt dly dii va tten lien se dnh hirdng r i t nhilu den viec dSm bao c h l l lupng dao tao
150 • TRUONG OAI HOC NHA TRANG
Trang 32.3 Ciic yeu td ( i c dgng den su" hai long cua sinh vien
Theo Diamantas va Benos (2007) [7] cho rang sy hai long tong the cOa sinh vien bao gdm ede tteu ehi nhu ttong hinh 1:
Su* bai l i n g t i n g th^ cua sinh vien
in
zn
H i t r p li^nh chinh Hinh anh ciia Khoa
- Khoahpcdadgng
Chmmg trinh dito tao
Chuong ttinh dao lao
Su xen phu cua
chucmg binh
£}inh hudng nghe n e h i ^
£
-\ ThiStbictoigTN
{
Giang day
Ki&i ttiuc ejang vien
niuong[Mpsians
KJ'nang ttuyen dgt
oia giang vien
Giang vien CO hihi
Hiutfng phap danh gia
Co so tnrang hpe
Gid ma cira phong TN
4 S u dSy dli ciia Thu vien
Gidmd cua Thu vi&i
He thing Thu vign d i d !£•
Thil tuc cho mupn Khong gjan Thu vien
-jicii Kien ttiiic nhan \aen
Thi ttudng vigc lam Hogt dpng xiic tien Moi lien he vol thi ttudng vi8c lam
Hinh I Cau triic thii' bac cic tieu chi sy bii long cua sinh vien
2.4 M6 hinh va glU thuyet nghien cuv
Dya tren bg tieu chuin dinh g i i c h l l luong trudng dgi hgc cua Bd GD&DT)[1] vd k i t qud nghien euu eua cic tde gid Nguydn Thdnh Long (2006)[4], Tran Xuan Kien (2009)[7] v i Nguyin Thj Tham (2010)[5], Mil quan
h i gii/a eac thdnh phan chat lupng djch vy d i o tgo v i sy hdi long cua etia sinh vien Tardng Dgi hpe Xay dyng Mien Taing [3] dupc md phdng nhu sau:
5(f hai long
cua sinh vien
ve chat livffng dich vu dao tgo cua trircfng
Hinh 2 Mo binb mo phdng mai quan h$ giua cac thanh phin cb^t lirgng dich vy dao t^o
vil sy bii 15ng cua ciia sinb viin lYirdng Dai hgc Xiy dv^g Mi^n Trung
Chucmg trinh dao tgo
Dpi ngu gidng viin
Cff s& vgt ch^tphuc vg
^o tgo
Ho trgf hanh chinh
S^r quan tam cua nhd
tru&ns t&i SV
^ ^ + )
H 2 ( 4 > - ^
H 3 e O ^
H 4 ( + ^
•^^r^^;^^
Trang 43 Dir ligu v i phiPong phdp nghien ciJu
3.1 DO'li$u nghiin cuv
DH liiu nghien euu vdi kich thudc m l u Id 250
mlu (sinh vien eao dang chinh quy nam euoi) ehiem
10,42% sinh vien cao ding chinh quy ciia toin
tnjdng (bao gdm: Khoa Xdy dyng chiem 39,6%; tilp
den Id Khoa Kinh t i vdi 34.4% euii cimg la Khoa
Ky thugt hg ting d i Ihj chiem 26,0%) K i t qud cua
m l u the hign tinh dgi dign eiia mlu cho ting the
3.2 Phwong phap nghiin cim
Nghien ciru dupe thye hign qua hai budc:
nghien cdu so bp vd nghien euu chlnh thuc Trong
nghien ciru so bd, sau khi xay dyng thang do nhdp
ban dau, tic g i i tien hdnh thdo lugn nhdm vdi 14
sinh vien id Idp taring ciia 14 Idp cao dang ndm
cuii thuic Khoa Kinh te, Xay dyng vd Ky thudt hg
tang do thj; dong thdi tham khdo y' kien cCia mpt so
giang vidn cd kinh nghigm gidng dgy tgi trudng
Tir kit qua thdo lugn nhdm vd tham khao y kiin
chuyen gia t i c gia tien hinh hieu chinh thang do de
hinh thinh ndn thang do so b i Sau do tten hinh
kich thude m l u la 100 sinh viin eao dang ehinh
quy nam cuii thupe Khga Kinh t i , Xiy dyng v i Ky
thudt hg tang do thi Sau khi thu thdp dir lieu, thang
do sa bg dupc dinh gid sa b i thing qua h | s i ttn
egy Cronbach Alpha vd phan tieh nhin t i khim phd
EFA Tir dd higu chinh lgi bang d u hoi thdm d i vd
Bdng 1 Ma tr$n xoay nhdn to trong
hinh thdnh nen bang d u hii ehinh thuc phyc vy cho nghien cuu chinh ttiuc Sau do phan tieh hoi quy bii nhim xie djnh mire do quan trpng eiia d c bien die l§p tham gia gidi thieh biln phy thuic
III Ktl QUA NGHIEN CCfU VA T H A O L U A N
1 Ket qud d i n h gia thang do
K i t qud phan tich hg so CnDnbach Alpha cho tirng nhan t i cho Ihly cde thdnh phin thang do diu
c i he so Cronbach Alpha > 0.7 ndn ede thang do
d i u dat tiiu ehuan H i s i Cronbach Alpha cua eic thdnh phin cy t h i nhu sau: thdnh phan "Chuong trinh d i o Igo" = 0.894; thinh phin "Oii ngu gidng vien" = 0,890; thdnh phin "Co sd vdl ehat phyc vy
d i o Igo" = 0.926; Ihanh phin "Hd In? hdnh chinh" = 0,866, thinh phin "Sy quan tdm eiia nhd Irudng tdi sinh viin" = 0,896 va thinh phin "Sy hdi ling cua sinh vien" = 0,840 Ding thdi, eic biln quan sit diu
e i hg so tuong quan biin ting cao vd idn hon 0,3 ndn cdc biin deu dgt yeu d u v i dim bdo dd lin d y
Do vay, d c thdnh phin ndy ed du dieu kign de tilp tye dupc sir dyng trong cic phdn tich tiip theo Phdn tieh nhdn t i khdm p h i EFA dupc su dyng tiep theo de gom cdc nhdn t i vd Ihu nhd dir lieu Kit qua phan lieh eho thay cic bien diu dupc gom igi theo diing nhu m i hinh dy kien ban diu Oieu niy cho thiy muc dO phii hpp ciia m i hinh nghien edu
Id tuang doi cao
phan tich nhdn to kham phd EFA
Phong hgc duoc trang bj may chieu, min chieu
Phong hpe thoang mat iJam bao yeu clu cho ngoi
Thtf vi$n dam bao khflng gian, ch5 ngii (3dp irng nhu c^u hpe tap ciia SV
Phong thi/c hanh c6 dly du cac dgng cg dn thiet cho nhu cSu ttiyc hanh ciia SV
Phong hoc dim bao du im thanh, inh sing
Thu vign di^n tu' giup cho vi^c tra ciru tii li^u de dang, nhanh chong
Thu vi^n co nguon tai ligu tham khao phong phii
Website ciia ttudng dupc egp nhat Ihiring xuyen
GV CO trinh dp sau rong ve chuyen mon giing d^iy
GV CO phong each su phgm
GV dam bao gid Ign lip va ke hogch giang dgy
GV ci phuvng phap tmyen dgt tot, di hieu
GV dcinh gii ket qua hpe tgp cong bang doi vdi SV
GV sif dgng nhieu hinh thirc danh giS KQ hpe lap
GV san sang chia se kien ttiirc va kinh nghidm
GV Ihudng xuyen si> dgng cong ngh? thflng tin hfl trp cho vipc giang dgy
GV cfl th^i dp luon gSn gui vi than thign vb'i SV
Ttidnh phan
1 0,801 0,798 0,791 0,790 0,760 0,742 0.741 0,719
2
0.795 0.723 0,718 0,716 0,670 0,636 0,628 0,594 0.555
Trang 5Nhd trudng Iufln tim hieu tim tir, nguydn vpng SV
Nhd ttudng to chuc ttiirdng xuy«i cac hogt dgng VH-TT nhdm dap img yeu
cau giai tri ciia SV
Cac khilu ngi ciia SV duo'c nha ttirdng giai quyet thoa ding
Nha tnrong t i chirc Uiuwng xuyen cic bu6i sinh hogt chuyfln dl khoa hoc de
dip img yeu cau hpe tgp nghien ciru cua SV
NhS ttudng luon tgo Sm kign tot nhat cfl the cho SV ttong qua trinh hpe tap
NhS ttudng rat quan tam flen dilu kign sing, hoc t|p cua SV
Nhi ttudng ttiudng xuyen lo chirc cac buoi Ipa dam vdi SV de tim hieu tam
tu, nguyin vpng vS nhirng kho khan ma SV gap phai
Chucrng ttinh dao Igo (CTDT) dirpc thiet ke co the lien ttiong vdi cac
CTBT khac
Noi dung CTDT phii hpp vdi muc tieu dao tgo cua tirng nganh hoc
Noi dung CTDT cfl nhieu kien ttiirc dupe egp nhgt
C^u tnic CTDT linh hogt thu|n iai cho viec hoc tap ciia SV
Ty l§ phan bo giiJa ly ttiuyet vd thgc hinh phii hpp vfli nganh hoc
Ngdnh dao t$o dap irng nhu cau nhan lyc cua XH
Muc fiflu CTDT cua nganh hpe ro ring
Nhdn vien hdnh chinh (NVHC) cd trinh dO chuyen mon dap irng yeu cau
cong vigc
NVHC luon Ijch sy hfla nha vdi SV
NVHCttiyc hi§n nhanh chflng cic ySu clu ciia SV
NVHC luon sin sang giiip dd SV
Can bfl quan ly (BGH, Ban chii nhigm khoa) giai quyet thoa dang cac yeu ciu
ciiaSV
Thinh phan 0,837 0,835 0,802 0.769 0.764 0,690 0,512 0,849 0,828 0,799 0,693 0,614 0,605 0,592 0,816 0,796 0,750 0,703 0.631
2 Kit qua kiim djnh m i hinh bing h i t quy tuyen tinh bpi
Kit q u i hoi quy tuyen tinh (bing 2) ed he s i xac dinh R= la 0.753 v i he s i xde djnh R^ dieu ehinh Id 0.748 Oieu ndy ndi len rang dg thieh hpp ciia md hinh Id 74,8% hay ndi each khic Id 74.8% d i bien thien eua biin sy hdi ling etia sinh vien (SAS) dupe giai Ihlch ehung bdi cde bien Irong md hinh
Bang 2 Ket qua hoi quy ciia md hinh
M6 hinh
1
R
0.868«
Rblnh
phvcng
0.753
R h i | u chinh 0,748
Sal so trirc luptig cua ham s£
h6i qui mau 0,28947
Durbin-Watson 1,620
Bi6n
H? s6 g6c
CTDT
DNGV
CSVC
HTHC
QT
Bang 3 Phan tich h# so hoi quy
Hf so h i i qui chira chuan
hod
H# ai Beta
-0.625
0,358
0,394
0,169
0,128
0,166
Sals6 0,170 0,043 0,048 0,036 0,045 0,038
He s6 hoi qui chuSn h o i
Hg s6 Beta
0,344 0,352 0,183 0,112 0,154
Kiem dinh student
-3,666 8,334 8,303 4,712 2,852 4,280
i nghta
Ihong kM
0,000 0,000 0,000 0,000 0,005 0,000
Thong ke cong tuyen Dung sai
0,594 0,564 0,675 0,662
VIF
1,683 1,774 1,481 1,511 0,778 1 1,285
Trang 6Theo ket qua d bang 3 thi ta d dupc phuong
trinh t h i hign m i i quan he giira c i c yeu to hinh
ttidnh nen d i l t lupng djch vy ddo tgo vd sy hdi long
d a sinh vien Trudng Dgi hpe X i y dyng Mien Tmng
nhu sau:
SiF hai long ciia sinh vien (SAS) = - 0,625
+ 0,358*CTDT + 0,394'DNGV + 0.169'CSVC
+ 0.128"HTHC + 0,165'QT
Kel qua phan tich h i i quy d n g dio thiy m i
hinh khing d hiin tupng da cpng ttjyin gitra cac
bien dpe lap (VIF < 2) Trong nghien CCFU niy lac gid
khdng tten hdnh kiem tra gia djnh v i hien tupng ta
tuang quan gida d c nhieu vi dO lieu nghidn cuu
ndy Id dir lieu khao s i t (du lieu eheo dieu tra tai mgt
thdi diim) n i n hiin ttjpng ttj h/ong quan gitra d e
nhieu Ihudng khdng x u l l hien Nhu vay, qua kilm
tra edc gia ^inh d a md hinh hii quy tuyen tinh vdi
k i t qua Id d e gia dinh deu khdng bj vi phgm Do
dd, eac k i t qua d a m i hinh hoi quy l i ding tin d y
-IV KtJ LUAN
Mue tteu chinh d a nghidn eiru nay Id xdc iSnh
edc ttianh phin tie dgng din sy hdi ling d a sinh wen
ve chat lupng djeh vu ddo lao cua Tnrdng Dai hpe Xdy
dyng Mien Tnjng xdy dyng va danh gia cae ttiang do
ludng cdc tiidnh phin chat lupng d j d vy dao tao
Nghien cuu d l i ra rang thanh phan t i c dgng manh nhit d i n sy hdi Idng d a sinh vidn la thdnh phin Odi ngu giang vien (P2 = 0,394); ttiu hai l i thdnh phin Chuong binh ddo Igo (pi = 0,358); ttiij
ba id mdnh phan Co sd vgt chat phyc vy d i o lao (P3 = 0.169); Uiu h i Id thdnh phin Sy quan tdm ciia nhd tnrdng tdi sinh vien (P5 = 0.165) v i euii
cting Id ttidnh phin H i tn? hdnh chinh (p4 = 0,128)
K i t qua ndy d i i ra ring, dpi ngu giio vien l i nhan
t i quan trpng nhll, anh hudng quyet dinh den sy hdi Idng d a sinh vien d i i vdi chit lupng dao tgo tgi trudng Dgi hoc Xay dyng Miln Trung xep cuii cung la H i trp hanh chinh Do d i Tnrdng Ogi hgc Xay dyng Miin Tmng ndn quan tam nhilu vao vi$c ndng cao chit lupng gidng dgy, d i i mdi chuong ttinh dao tgo
Nghien cdu ngdy d diem ban c h l la diua dua ra dupc ket qud so sdnh ve d l t lupng ddo tgo d a Trudng Dai hpe xdy dyng Mien Tmng vdi cic tnrdng dgi hoc khac tten dja t)in miin Trung Tay Nguyen ndi rieng vd tt^n phgm vi d nude noi chung vd phgm vi nghidn ctru d n hgp, d i dimg lgi
d vigc do ludng tim hilu m i l quan he d a sy hai long d a sinh vien vd d e thanh phin chit lupng djch vy d i o tao
T4I LI$U THAM KHAO
Tieng Vift
1 Bg Giao due va Dao tao (2007) Quyit dinh so 65/2007/QD-BGC»DT cua Bp truong Bg GD&BT v& vice Ban hanh Quy 6\Dh
ve tieu chuan danh gia chat lugng truong dai fagc
2 HuynbE>oan Thu Tbao (2010), Phan tich cac yeu to amh hucmg den sir hai long khach hang sii dung san phim can hg chung
or ciia Cong ty Kinh doanh va phat trien nha 6 Khanb Hoa, Luan van Thae si Truong E>ai hgc Nha Trang
3 Le Dire Tam (2012), Moi quan h^ giira chit lirgng d|cb vu dao tao va su hai long eua sinh vien Truang Dai hgc xay dung Miea Trung, Luan van Thae M Truong Dai hgc Nha Trang
4 Nguyen Tiianh L.ong (2006), Sir dung thang do SERVPERF d6 danh gia chat lugng dao tao dai hgc tai trucmg £)ai hgc An Giang Bao cao nghien cuu khoa hgc Truang Dai bge An Giang
5 Nguyen Thj Thim (2010), Khao sat su bai long eua sinh vien dfli voi boat dgng dao tao tai trudng Dai hgc Khoa hgc Tu nhien,
Dai hgc Qu6c gia TP HCM, Luan van Thae si, Vi^ E>am bao Chat lugng Giao dye, DHQG Ha Ngi
6 Tran Xuan Kien (2009), E>anh gia su hai long eua sinh vien vk chit luong dao t?o tai Trudng Dai hge Kinh te va Quan tri Kmh
doanh - Dai hgc Thai Nguyen Luan van Tb?ic sT, Vien Dam bao Chit lugng Giao due DHQG Ha Ngi,
TlengAnh
7 Diamantis, G.V and VK Benos (2007), Measuring Smdent Satisfaction wifli their Studies in an Intemanonal and Europcm StudiesDepartment,OperationalResearch.AnIntemational Journal, Vol.7, No 1,47-59
8 Oliver R.L and Satisfaction, A Behavioral Perspective on the Customer Irwin McGraw Hill (1997)
9 Parasuraman, A Berry L L & ZeithamI, V.A (1994) Mort on Improving Service Quality Measurement Joumal of
Retailing 69(1): 140-17
10 Spreng RA and Mackoy R.D (1996) An Empirical Examination of a Model of Perceived Service Quahty and Satisfactwa Joumal of Retaihng, 72 (2): 201-214
154 • TRUONG OAI HQC NHA TRANG