A research on evaluating User satisfaction when applying the VANPRO software at the education and training of Dien Bien Province

Nguyen Thi Ngoc Bich Management Information System Department August, 2012 A research on evaluating User satisfaction when applying the VANPRO software at the education and training of

Student: Nguyen Van Doat Advisor: Dr Ming-Hsiung Hsiao Co-Advisor: Dr Nguyen Thi Ngoc Bich

Management Information System Department

August, 2012

A research on evaluating User satisfaction when applying the VANPRO software at the education

and training of Dien Bien Province

A research on evaluating User satisfaction when applying the VANPRO software at the education

and training of Dien Bien Province

I Introduction

1 Research Background (1/6)

1.1 Planning in Vietnam 1.2 Planning education in Vietnam 1.3 Planning education in Dien Bien province 1.4 IT applications in the planning

1.1 Planning in Vietnam 1.2 Planning education in Vietnam 1.3 Planning education in Dien Bien province 1.4 IT applications in the planning

(Source: Page 44, Document philosophy from the University of National Economics Hanoi)

1.1 Planning in Vietnam

Work Plan in Vietnam has gone through many stages of change from the war period, the period of economic and social self-contained as far as Vietnam options open and integrated economy Each stage of Vietnam and is taking steps to farther innovation, farther improve planning in socio-economic development.

(Source: Page 44, Document philosophy from the University of National Economics Hanoi)

I Introduction (Cont)

1 Research Background (3/6)

1.2 Planning education in Vietnam

Planning education in Vietnam is also subject to periodic change the country's development Innovation management education is urgently required to improve the quality of management systems and ensure an effective use of resources for education

In the process of innovation management and capacity, building in management education, an annual education plan and each stage is considered one of the important tools to help the Department of Education and training functional implementation of state management in education

1.2 Planning education in Vietnam

Planning education in Vietnam is also subject to periodic change the country's development Innovation management education is urgently required to improve the quality of management systems and ensure an effective use of resources for education

In the process of innovation management and capacity, building in management education, an annual education plan and each stage is considered one of the important tools to help the Department of Education and training functional implementation of state management in education

I Introduction (Cont)

1 Research Background (4/6)

1.3 Planning education in Dien Bien province

The provincial People's Committee has asked the Department of Education and Training for innovation management in the direction

of input from management to management by outputs It aims to ensure the achievement of the basic objectives of the industry and use educational resources for the most efficient way (Source: Directive 09/CT-UBND on 01/9/2008 of Dien Bien the provincial People's Committee).

Achieving the educational objectives will depend significantly on the capacity for the Department of Education and Training, Department of Education and Training, the school units in the implementation of appropriate processes and tools to develop

1.3 Planning education in Dien Bien province

The provincial People's Committee has asked the Department of Education and Training for innovation management in the direction

of input from management to management by outputs It aims to ensure the achievement of the basic objectives of the industry and use educational resources for the most efficient way (Source: Directive 09/CT-UBND on 01/9/2008 of Dien Bien the provincial People's Committee).

Achieving the educational objectives will depend significantly on the capacity for the Department of Education and Training, Department of Education and Training, the school units in the implementation of appropriate processes and tools to develop

I Introduction (Cont)

1 Research Background (5/6)

Planning activities of Dienbien DoET

Dienbien People's Committee

Dienbien People's Committee

DoET

Department of Finance

Department of Finance

Schools of DoET BoET(S)

DPI

Schools of BoET

I Introduction (Cont)

1 Research Background (6/6)

1.4 IT applications in the planning

Application of information technology in data collection, analysis and assessment of the state of education is very important and necessary for planning If the state of education is appreciated, we will identify the objectives and targets of the plan At the same time, we will also have the solution, good for the development of education policy

Therefore, in 2008 the Education and Training Ministry of Vietnam gave the provinces a tool to serve the educational planning That is VANPRO software

1.4 IT applications in the planning

Application of information technology in data collection, analysis and assessment of the state of education is very important and necessary for planning If the state of education is appreciated, we will identify the objectives and targets of the plan At the same time, we will also have the solution, good for the development of education policy

Therefore, in 2008 the Education and Training Ministry of Vietnam gave the provinces a tool to serve the educational planning That is VANPRO software

I Introduction (Cont)

2 Research Motive

On 16/4/2008, the Vietnamese MoET has officially written of

3222/BGDDT-KHTC requested the provinces and cities directly under the Central

Government shall apply VANPRO software to educational planning.

On 16/4/2008, the Vietnamese MoET has officially written of

3222/BGDDT-KHTC requested the provinces and cities directly under the Central

Government shall apply VANPRO software to educational planning.

However, in the province of Dien Bien, many oppose the use of units VANPRO software Some units have complained about this software However, there are many units would love to use this software and they

use very effectively.

However, in the province of Dien Bien, many oppose the use of units VANPRO software Some units have complained about this software However, there are many units would love to use this software and they

use very effectively.

MoET has a lot of effort, time and money to build this software If Dien Bien does not use this software, it would be a huge waste and a lot of influence

on the accurate and timely work in educational planning.

MoET has a lot of effort, time and money to build this software If Dien Bien does not use this software, it would be a huge waste and a lot of influence

on the accurate and timely work in educational planning.

User satisfaction for VANPRO software is an important factor affecting the success or failure of the implementation of this software Therefore, the need for a study to assess the factors that affects the "user satisfaction" from which

to propose appropriate solutions for the successful deployment VANPRO

software.

User satisfaction for VANPRO software is an important factor affecting the success or failure of the implementation of this software Therefore, the need for a study to assess the factors that affects the "user satisfaction" from which

to propose appropriate solutions for the successful deployment VANPRO

software.

I Introduction (Cont)

3 Research purpose

This research aimed to find out the factors effecting user satisfaction VANPRO software in educational

planning Dien Bien province

This research aimed to find out the factors effecting user satisfaction VANPRO software in educational

planning Dien Bien province

From there, make recommendations and propose solutions to edit, add, and update VANPRO software

to improve the user satisfaction of this software

Design thesis framework

Design questionnaires

and pilot test

Definition success factors and model

Finding, conclusions, suggestions

II Literature Review

5 System Quality

6 Information Quality

7 Service Quality

II Literature Review (Cont)

1 Keywords

User satisfaction

I research on evaluating User satisfaction When applying the VANPRO Software at the education and training of Dienbien province

I research on evaluating User satisfaction When applying the VANPRO Software at the education and training of Dienbien province

analyze research data

Because I would then use SPSS software to process and

analyze research data

VANPRO

II Literature Review (Cont)

VANPRO software designed by the project "Capacity building

medium-term education development plan provincial cities" of the Vietnam MoET in 2007.

The software is designed to serve the educational requirements planning annual and five-year period of the school, the Education and Training, the Department of Education and Training.

This software helps the user to collect and forecast the number of school-age population, the number of students, number of teachers, facilities, teaching equipment, budget for the preparation of the annual and five-year plan.

This software is used officially since 2008 in all pre-schools,

VANPRO software designed by the project "Capacity building

medium-term education development plan provincial cities" of the Vietnam MoET in 2007.

The software is designed to serve the educational requirements planning annual and five-year period of the school, the Education and Training, the Department of Education and Training.

This software helps the user to collect and forecast the number of school-age population, the number of students, number of teachers, facilities, teaching equipment, budget for the preparation of the annual and five-year plan.

This software is used officially since 2008 in all pre-schools,

2 VANPRO software

II Literature Review (Cont)

DeLone and McLean (1992) stated that user satisfaction

is the most widely used to measure information system success, and they provided a many studies and a list of the measures used in measuring user satisfaction

Bailey and Pearson (1983) showed 39 items instrument for measuring user satisfaction

Ives et al (1983) added four items to measure overall user information satisfaction and developed a short form

of the user information satisfaction instrument

DeLone and McLean (1992) stated that user satisfaction

is the most widely used to measure information system success, and they provided a many studies and a list of the measures used in measuring user satisfaction

Bailey and Pearson (1983) showed 39 items instrument for measuring user satisfaction

Ives et al (1983) added four items to measure overall user information satisfaction and developed a short form

of the user information satisfaction instrument

3 User Satisfaction

II Literature Review (Cont)

4 IS success model

The success model developed by DeLone and McLean provides a robust indicator of the success of information systems (DeLone & McLean, 1992) It was built on the work of Shannon and Weawer (1949) and Mason (1978), DeLone and McLean (1992) yielded six distinct aspects of information systems success: ‘System Quality’, ‘Information Quality’, ‘Use’, ‘User Satisfaction’,

‘Individual Impact’ and ‘Organizational Impact’ (see Figure below)

II Literature Review (Cont)

4 IS success model (Cont)

In 2003, DeLone and McLean introduced an update to their IS success model The main changes concerned quality, and service quality was included in the model They note “quality has the three major dimensions: information quality, systems quality and service quality” They also added ‘Intention to Use’ to the model, they removed ‘Individual Impact’ and ‘Organizational Impact’ and replaced them with ‘Net Benefits’; further, they added feedback loops to

‘Intention to Use’ and ‘User Satisfaction’ (see Figure below).

II Literature Review (Cont)

System quality is concerned with weather there are bugs in the

system, the consistency of user interface, ease of use, quality of documentation, and sometimes, quality and maintainability of

program code (Seddon, 1997) System quality is measured by

attributes such as ease of use, functionality, reliability, data quality, flexibility, and integration (DeLone and McLean, 2003).

System quality is concerned with weather there are bugs in the

system, the consistency of user interface, ease of use, quality of documentation, and sometimes, quality and maintainability of

program code (Seddon, 1997) System quality is measured by

attributes such as ease of use, functionality, reliability, data quality, flexibility, and integration (DeLone and McLean, 2003).

5 System Quality

6 Information Quality

Information quality refers to the quality of outputs the information system produces (DeLone and McLean, 1992), which can be as reports or online screens Huh et al (1990) define four dimensions

Information quality refers to the quality of outputs the information system produces (DeLone and McLean, 1992), which can be as reports or online screens Huh et al (1990) define four dimensions

II Literature Review (Cont)

The construct service quality has been the degree of discrepancy among customers’ normative expectations for service and their perceptions of service performance

The seminal work on service quality is that of Parasuraman

et al (1988), which culminated in the development of the SERVQUAL instrument

Cronin and Taylor (1994) presented the SERVPERF instrument, which measures only customer perception of quality, as a sufficient measure of value

The construct service quality has been the degree of discrepancy among customers’ normative expectations for service and their perceptions of service performance

The seminal work on service quality is that of Parasuraman

et al (1988), which culminated in the development of the SERVQUAL instrument

Cronin and Taylor (1994) presented the SERVPERF instrument, which measures only customer perception of quality, as a sufficient measure of value

7 Service Quality

II Literature Review (Cont)

The purpose of the study, research and theoretical basis of this thesis are summarized above

Along with reference to the results of some researches on evaluating User Satisfaction" has been published in scientific journals, newspapers of the authors

This research is expected to use the "IS Success model"

to evaluate user satisfaction When applying the VANPRO software at the education and training in Dien Bien Province

The purpose of the study, research and theoretical basis of this thesis are summarized above

Along with reference to the results of some researches on evaluating User Satisfaction" has been published in scientific journals, newspapers of the authors

This research is expected to use the "IS Success model"

to evaluate user satisfaction When applying the VANPRO software at the education and training in Dien Bien Province

In summary