| dc.description.abstract | Nowadays, it is necessary that service providers of school try to develop and offer high quality as well as increase customer satisfaction by service experience. It requires a deeply understanding of the factors, which lead to positive perceptions of schools’ services. In the current study, the main research subject is students, whose university experience is found out because learning environment may enhance the students experience by encouraging participation. Therefore, this study reviews existing literatures on students satisfaction and measurement, specifically how it affects in education industry.
Until now, there are a lot of studies, which have been conducted about this topic and various results have been found in many countries but just only few study about this topic was conducted in Vietnam. That is why this study is done by surveying 404 freshman students, who have studied at six universities in Ho Chi Minh City to examine the relationship between students' overall satisfaction with influential factors, such as image, quality and value.
The results of the analysis are based on insight into the satisfaction and service quality constructs in HCMC in Vietnamese higher education sector. The research also provides a conceptual framework for understanding the impact of the dimensions on service quality and the impact of service quality on constructs, which include image, value and satisfaction. Furthermore, this study will assist management of higher education to develop and implement the service strategy in market orientation to achieve the higher service quality as well as the higher education quality to enhance the students’ satisfaction level.
Keywords: The European American Customer Satisfaction Index (ECSI) Model, Higher Education, Perceived Quality, Perceived Value, Students’ Satisfaction, SPSS. | en_US |
