| dc.description.abstract | In education, quality is all about systems that lead to good academic culture, excellent
academic results, progressive and adaptive management, clean administration and
prominent profile of outgoing students. Thanks to that, service quality in education has
become one of the most major issues in worldwide. Nowadays, improving educational
service quality is the most important task of any Universities not only in Vietnam but
in the world as well. The research aims to analyze students‟ satisfaction on educational
service quality in HoChiMinh City University of Technical Education (HCMCUTE).
The study uses the EduQUAL instrument of Khan (2007) based on
SERVQUAL model of Parasuraman (1985,1988) which was adapted for Vietnamese
educational context, to find out the gaps within student‟ attitudes regarding to
perceived and expected quality. The EduQUAL instrument was proved to have high
relationship between reliability and validity. This study was conducted from October
2012 to March 2013 at HCMCUTE.
In this study, the respondents were the fourth year students in six technical
engineering of Faculties with the sample size of 288. SPSS software 20.0 was used to
analyze the collected data. The data was analyzed in four steps: Descriptive Statistic,
Reliability test, Exploratory Factor Analysis and Gap Score Analysis with a part of
students‟ comments.
The results showed that the most important dimension in measuring student‟s
satisfaction on service quality at HCMCUTE was Physical facilities concerning to
workshops, laboratories, classrooms condition, studying and learning material
resources, etc. The next important dimension was Responsiveness with students‟
comments related to staff attitude at service departments and administrative
procedures. Learning outcomes was also important dimension since it was the ability
to provide the promised service dependently and accurately for students after they
graduated. Academic dimension was less impact on students‟ satisfaction but it
showed that the management team of HCMCUTE should improve more about this
dimension. The lowest impact was Social integration.
Keywords: Service Quality; Students‟ satisfaction; students‟ perception; students‟
expectation; Gap score; HCMCUTE. | en_US |
