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M U
1. GII THIU
Trong 10 nm tr li y, theo xu hng gio dc i hc ca th gii, gio dc i hc Vit Nam ang tng bc chuyn ha t mt nn gio dc i hc cho thiu s tinh hoa sang mt nn gio dc i hc i chng. iu ny c ngha l gio dc i hc Vit Nam tr thnh nn gio dc i hc dnh cho s ng. Trong 10 nm qua, gio dc i hc Vit Nam c hin tng bng n s s vi tc tng bnh qun 18% nm. Bn cnh , i vi phn ln ngi Vit Nam mnh bng i hc c coi l tm h chiu vo i v c gio dc i hc cng l s khng nh v tr con ngi trong x hi. Chnh v vy, nhu cu c tip cn gio dc i hc hin nay l rt ln. Nhiu trng i hc cng lp v ngoi cng lp ra i. Theo Tng cc Thng K Vit Nam ( s b 2006), c khong 253 trng i hc cng lp (tng 15% so vi nm 2005) v 46 trng i hc ngoi cng lp (tng 31.4% so vi nm 2005) vi khong 1666.2 ngn sinh vin Vit Nam (tng 18.62% so vi nm 2005). Tuy vy vn cha tng xng vi nhu cu ngun nhn lc ca x hi cng nh xu hng pht trin gio dc i hc ca th gii. Ngoi ra gio dc i hc Vit Nam hin nay ang cn tn ti nhiu vn nh chng trnh o to li thi; phng php dy v hc th ng; hot ng nghin cu khoa hc cha c u t v quan tm ng mc; vn c khong cch gia l thuyt v thc hnh khin cho nhiu sinh vin ra trng khng kh nng tm c mt cng vic ph hp hay cc doanh nghip khi tuyn nhn vin phi tin hnh o to li; v thc t l bng cp ca Vit Nam cha c th gii cng nhn. Tt c t ra mt vn ln v cht lng dch v o to ti cc trng i hc. Vi nn gio dc i hc cho s ng, cht lng dch v o to cng cn c quan tm, c bit l cc trng i hc ngoi cng lp. C nhiu nh ngha v loi hnh dch v ny. V c nhiu cng c c s dng o lng cht lng dch v o to. Gn y, B gio dc v o to Vit Nam c s quan tm nhiu hn n cht lng dch v o to cc trng i hc th hin vic ban

Trang 2 hnh nhng tiu chuNn qun l cht lng dch v o ta. Tuy nhin, nhng tiu chuNn ny rt phc tp, v th kh c th p dng chng nh l mt cng c nh gi cht lng dch v o to mt cch thng xuyn. STU l mt trng i hc ngoi cng lp c thnh lp vo nm 1997 theo quyt nh s 198/TTG ca th tng chnh ph bi cc gio s c tm huyt, tn ty v nhiu kinh nghim vi lnh vc gio dc. STU v ang tng bc to lp tn tui ca mnh trong h thng cc trng i hc ngoi cng lp. tn ti v pht trin trong mi trng gio dc cnh tranh v mang tnh ton cu nh hin nay, ban lnh o nh trng lun quan tm n cht lng ca qu trnh o to, c bit l cht lng dch v o to v s hi lng ca sinh vin. o lng cht lng khng phi l cng vic n gin v cng phc tp hn khi gio dc li l mt sn phNm thuc lnh vc dch v. Sn phNm dch v c c im l v hnh, khng ng nht, khng th tch ri (sn xut v tiu th cng lc), khng th tn tr v hu ht cc dch v xy ra u c s hin din ca khch hng. N goi ra, c im ca dch v gio dc khng ging nh cc loi hnh dch v khc. Cht lng thc s ca n khng ch c cm nhn v nh gi ngay lp tc bi khch hng l sinh vin ngi trc tip tip nhn dch v m cn c nh gi sau bi khch hng l ph huynh nhng ngi b tin ra mua dch v, cc doanh nghip ngi s dng sn phNm dch v o to phc v cho hot ng sn xut kinh doanh v x hi ngi c vai tr m bo cho kt qu o to ng gp hu hiu cho s pht trin kinh t x hi. Chnh v vy, nh gi ng gi tr thc ca cht lng dch v gio dc rt kh. Cng vic ny i hi cng c o lng ph hp v c thc hin thng xuyn. Bn v cht lng dch v, c rt nhiu nh nghin cu c gng nh ngha v o lng cht lng dch v. Trong phi k n s ng gp rt nhiu v c cc nh nghin cu khc nh gi cao ca Parasuraman, Zeithaml, v Berry. Theo cc nh nghin cu ny, cht lng dch v l khong cch gia s mong i v dch v ca khch hng trc khi s dng dch v v nhn thc ca h sau khi s dng dch v thc t. Cc nh nghin cu cng a ra thang o SERVQUAL vi 10

Trang 3 nhn t nh gi cht lng dch v vo nm 1985. N m 1988, thang o SERVQUAL c cc tc gi iu chnh v cc nhn t o lng cht lng dch v c rt xung cn 5 nhn t c bn l tin cy, phn hi, s m bo, s cm thng v tnh hu hnh, cc nhn t ny c o lng bng 22 bin quan st. T thang o SERVQUAL, Cronin v Taylor (1992) ngh thang o SERVPERF o lng cht lng dch v t chnh kt qu cm nhn ca khch hng thay v khong cch gia mong i k vng v cm nhn ca khch hng. Cc thang o ny c kim nh nhiu ni, nhiu lnh vc v ng gp nhiu ngha thc tin tuy nhin cng lm ny sinh khng t tranh lun. Thc t bn cht ca mi loi hnh dch v l khc nhau do cc nhn t nh hng n cht lng dch v cng khc nhau. Chnh v vy, i vi tng loi hnh dch v cn phi thit lp mt thang o ring c th o lng cht lng dch v hiu qu hn. Vic thit lp mt thang o ng gp cho vic o lng cht lng dch v cc trng i hc l rt cn thit. Vi cng c o lng thch hp, trng STU cn phi xc nh r cht lng dch v cung cp, nhng nhn t nh hng n cht lng dch v cng nh s hi lng ca sinh vin. Trn c s s tm ra nhng gii php nng cao hn na cht lng dch v, cng lm tha mn khch hng sinh vin v c th cnh tranh c trong bi cnh hi nhp kinh t quc t cng nh gio dc hin nay. chnh l l do ti chn ti Mi quan h gia cht lng dch v o to c cm nhn v s hi lng ca sinh vin trng i hc Cng ngh Si Gn.

2. MC TIU GHI CU
i vi mi t chc, bit c mc hi lng ca khch hng v sn phNm hay dch v cung cp l rt cn thit. Khch hng l ngi a ra phn quyt cui cng v cht lng sn phNm hay dch v c cung cp. Khng mt t chc no tn ti v pht trin nu khng mang li s hi lng cho khch hng. Trng i hc cng khng l ngoi l. Theo gio s H. Paul (ti hi ngh quc t v qun l gio dc th k 21) th sn phNm dch v gio dc i hc rt kh nh ngha. l nhng tri thc m cc

Trang 4 sinh vin thu nhn thc hin nhng mc tiu ca mnh. Cc trng i hc khc nhau s c nhng sn phNm gio dc khc nhau ph hp vi tng mc tiu c th ca sinh vin. Dch v gio dc l mt qu trnh cung cp kin thc cho sinh vin trong cc ging vin v sinh vin l thnh phn quan trng nht, tng tc mnh m vi nhau v quyt nh cht lng ca qu trnh. N goi ra, hot ng ca cc n v chc nng v cc n v khc nh cc phng ban, cc khoa, th vin, cc phng th nghim v nhng dch v hc ng khc gp phn lm cho qu trnh truyn t kin thc c thng sut, thun li v d dng hn. S ng gp ni chung ca cc doanh nghip, cc nh gio s trong ngnh trong vic xy dng nhng kha hc ph hp vi nhu cu ca sinh vin, ca x hi c xem l mt thnh phn khng km quan trng trong qu trnh. STU l mt trng i hc t thc cung cp dch v gio dc vi cc thnh phn k trn v lun mong mun mang li s hi lng cao nht cho sinh vin t cht lng dch v gio dc cao. Trc y, STU tng thc hin vic ly kin sinh vin sau mi hc k nhng mi ch dng li vic nh gi cht lng ging dy ca ging vin, b qua cc thnh phn khc ca qu trnh cung cp dch v gio dc h tr qu trnh truyn t kin thc. Cht lng dch v c cung cp bi cc thnh phn h tr qu trnh truyn t kin thc khc nh cc phng ban, cc khoa, th vin, cc phng th nghim, dch v hc ng nh hng khng nh n s hi lng ca sinh vin t khng nh cht lng chung ca dch v gio dc c cung cp ti STU. Vi nhng l do nh trn, mc tiu ca nghin cu ny l: Xy dng thang o cht lng dch v gio dc ti STU da trn thang o SERVPERF Tm ra nhng thnh phn ca cht lng dch v nh hng n s hi lng ca sinh vin xut c mt s gii php nhm nng cao cht lng dch v gio dc ca STU.

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3. PHM VI V I T G GHI CU
Phm vi nghin cu Hot ng cung cp kin thc cho sinh vin c xem l mt qu trnh bao gm qu trnh chnh qu trnh truyn t kin thc t ging vin n sinh vin v qu trnh thc hin nhng cng vic b tr trc tip hoc gin tip ca cc b phn chc nng v phi chc nng (cc khoa, cc phng ban, th vin, cc phng th nghim, cc dch v hc ng khc) khi qu trnh chnh din ra. Cc thnh vin trong qu trnh t ging vin, sinh vin ti cc b phn chc nng v phi chc nng vi nhim v ca mnh u gp phn to ra cht lng dch v gio dc. Vi STU, nghin cu tin hnh xc nh nhng qui trnh thc hin cng vic gn lin vi sinh vin. Chng c gi l nhng qui trnh chnh yu, nh hng trc tip n s hi lng ca sinh vin. Cc qui trnh ny khc nhau i vi mi v tr, mi b phn ca trng. V vy, nghin cu tp trung xem xt nhng qui trnh thc hin cng vic chnh yu ti STU nh hng dn s hi lng ca sinh vin. i tng nghin cu Mt trng i hc cng nh mt cng ty hot ng nhm phc v khch hng. Khch hng ca mt trng i hc thc cht bao gm sinh vin (sinh vin tt nghip theo hc cc kha hc ngoi chnh qui v sinh vin hin ang theo hc ) nhng ngi trc tip tiu th cc dch v m nh trng cung ng; ph huynh sinh vin (nhng ngi la chn trng i hc v cung cp ngun ti chnh cho con em h theo hc vi mong mun con em mnh c kin thc v k nng t lp sau o to); cc ging vin, nhng ngi c mi s dng cc dch v ca trng ging dy, truyn t kin thc, k nng; nhng cng ty, nhng t chc s dng sinh vin phc v v mang li hiu qu kinh doanh cho cng ty h v cui cng chnh l x hi vi t cch l ngi thit lp, vn hnh chnh sch, h tr ti chnh m bo cho kt qu o to ng gp hu hiu vo s pht trin kinh t x hi. N hn thy sinh vin hin ang theo hc ti STU l khch hng tiu th v cm nhn trc tip cc dch v lin quan n gio dc do trng cung cp. N h vy i tng nghin cu c chn chnh l cht lng dch v gio dc i hc

Trang 6 c cm nhn v s hi lng ca sinh vin hin ang theo hc h chnh qui tp trung ti STU.

4. PH G PHP GHI CU
N ghin cu s c tin hnh theo 3 bc Bc 1: nghin cu nh tnh N ghin cu nh tnh dng phng php tho lun nhm khm ph, iu chnh v b sung cc bin quan st o lng cc khi nim nghin cu. N hng thnh vin tham gia tho lun d kin gm cc nh lnh o cp cao, cc trng ph cc phng ban, cc trng khoa, mt s gio vin c hu hoc tham kho kin cc chuyn gia. Trn c s nhng thng tin c c sau khi tho lun, cc bin ca thang o SERVPERF s c xc nh ph hp nhng c tnh ring ca dch v gio dc. Trong bc ny, bng cu hi cng c hnh thnh. Bc 2: nghin cu nh lng N ghin cu nh lng c thc hin thng qua s liu thu thp c t bng cu hi phng vn trc tip c xc lp t bc 1. N ghin cu nh lng c thc hin nhm nh gi thang o lng, kim nh m hnh l thuyt biu din mi quan h gia cc nhn t trong thang o v s hi lng ca sinh vin. Thang o c kim nh s b bng h s tin cy Cronbachs Alpha v phn tch nhn s vi phn mm SPSS 11.5. Phn tch tng quan v hi qui tuyn tnh s c s dng kim nh m hnh v cc gi thuyt nghin cu. Bc 3: xut mt s gii php nng cao cht lng

5. GHA THC TI
N ghin cu thc hin thnh cng s ng gp cho STU nhng li ch thit thc trong vic nng cao cht lng dch v gio dc. N ghin cu gip: STU xc nh nhng nhn t dng nh gi cht lng dch v

Trang 7 STU o lng c mc hi lng ca sinh vin v cht lng dch v ra c mt s gii php gip nng cao cht lng dch v

6. B CC LU V
M u Chng 1: Cht lng dch v v s hi lng ca khch hng - M hnh nghin cu cht lng dch v ti STU Chng 2: N ghin cu thc nghim Chng 3: Mt s gii php nhm nng cao cht lng dch v gio dc ca STU Kt lun

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CH G 1 CHT L G DNCH V, S HI L G CA KHCH H G - M H H GHI CU CHT L G DNCH V TI STU

Phn m u gii thiu tng quan v nghin cu bao gm nhng ni dung nh l do hnh thnh nghin cu, mc tiu nghin cu, phm vi nghin cu v phng php nghin cu, ngha thc tin. B cc lun vn cng c cp trong phn ny. Chng 1 s tip tc vi phn gii thiu nhng l thuyt nn tng lin quan n nghin cu nh gio dc i hc, dch v v dch v gio dc i hc, cht lng dch v v s hi lng ca khch hng, m hnh cht lng dch v. Sau xc nh m hnh nghin cu v cc gi thuyt trong trng hp STU.

1.1 CHT L G DNCH V, S HI L G CA KHCH H G

1.1.1 Gio dc i hc C th hiu gio dc i hc l nn gio dc c cung cp bi cc trng i hc, trng i hc dy ngh, i hc cng ng, i hc khoa hc x hi, i hc k thut , v.v. v cc t chc o to ngh chuyn nghip khc c cp cc chng ch hc ngh chng hn nh cc trng cao ng dy ngh. Gio dc i hc bao gm cng tc ging dy, nghin cu v cc hot ng dch v x hi lin quan n lnh vc ging dy. Gio dc i hc bao gm cc bc hc i hc v sau i hc. 1.1.2 Trng i hc v t chc ca trng i hoc Theo nh ngha chung, trng i hc l mt t chc thuc nn gio dc i hc v nghin cu khoa hc chuyn o to cc bc hc (bc o to lin kt, c nhn, thc s,v tin s) phc v cho nhng i tng khc nhau. Trng i hc o to c trnh i hc v sau i hc. N gun gc ca t i hc theo ting latinh l universitas magistrorum et scholarium, c ngha i khi l cng ng nhng ngi thy v sinh vin ( community of masters and scholars).

Trang 9 Theo nh ngha ca Vin nghin cu gio dc Vit N am, trng i hc c coi l c s gio dc o to ca bc i hc. Trng o to trnh i hc t 4 nm n 6 nm tu theo ngnh ngh o to i vi ngi c bng tt nghip ph thng trung hc hoc bng tt nghip trung hc chuyn nghip; t 1 n 2 nm i vi ngi c bng tt nghip cao ng cng chuyn ngnh. V mt t chc, hu ht cc trng i hc c bn u c t chc vi mt hi ng qun tr, mt hiu trng, t nht mt hiu ph v cc trng khoa cng nh trng cc phng ban, b phn. Thng thng trng i hc c chia thnh cc phng ban v cc khoa. H thng cc trng i hc cng lp chu s qun l ca nh nc. Theo cc yu cu v ti chnh, nhng ngh v ngn sch, nh nc s xem xt v cp qu cho tng trng i hc trong h thng. N h nc cng quyt nh cng nh loi b hay thay i nhng chng trnh o to ca cc trng. Bn cnh , nh nc cng ln k hoch hp tc xa hn na vi cc c quan khc ca nn gio dc i hc. Tuy nhin nhiu trng i hc cng lp trn th gii li t ch v mt ti chnh, nghin cu khoa hc v gio dc. Cc trng i hc ngoi cng lp c thnh lp da trn ngun qu t nhn khng ph thuc vo chnh sch ca nh nc. 1.1.3 Dch v v dch v gio dc i hc

C nhiu nh ngha khc nhau v dch v. Hu ht cc nh ngha nhn mnh n cc c im then cht ca dch v l s v hnh, tnh khng th tch ri (sn xut v tiu th ng thi), tnh khng ng nht v tnh khng th tn tr. Chnh nhng c im ny khin cho vic o lng, nh gi cht lng dch v tr nn kh khn. Theo Zeithaml v Bitner (2000), dch v l nhng cng vic, nhng quy trnh v nhng s thc hin. Gronroos (1990) cho rng dch v l mt hot ng hoc chui cc hot ng t nhiu c tnh cht v hnh trong din ra s tng tc gia khch hng v

Trang 10 cc nhn vin tip xc vi khch hng, cc ngun lc vt cht, hng ha hay h thng cung cp dch v - ni gii quyt nhng vn ca khch hng. Theo Quinn & ctg (1987), hu ht cc nghin cu u xem lnh vc dch v bao gm tt c nhng hot ng kinh t to ra sn phNm khng mang tnh vt cht, c sn xut v tiu th ng thi v mang li nhng gi tr gia tng di cc hnh thc (nh s tin li, s thch th, s kp thi, s tin nghi v s lnh mnh) m cc li ch v hnh ny v bn cht dnh cho khch hng u tin. Tm li, dch v l mt qu trnh bao gm cc hot ng pha sau v cc hot ng pha trc ni m khch hng v nh cung cp dch v tng tc vi nhau nhm tha mn nhu cu ca khch hng theo cch m khch hng mong mun cng nh to ra gi tr cho khch hng. Hu ht cc dch v u c tnh theo gi. Gi sn phNm dch v thng bao gm 3 yu t: hng ha mang tnh vt cht (hng ha tin ch), dch v ni (li ch trc tip), dch v Nn (nhng li ch mang tnh tm l do khch hng cm nhn). Khi cung cp dch v cn ch phi hp c 3 yu t ny dch v c thc hin vi hiu qu cao. N i n dch v gio dc, cng c rt nhiu quan im. N hiu ngi cho rng dch v gio dc l mt trong nhng dch v ca Chnh ph. N hng thc t cho thy dch v gio dc cng c cung cp bi cc t chc t nhn. Vit N am hin nay, dch v gio dc i hc ang dn tr thnh mt thut ng quen thuc i vi nhiu ngi. Tuy nhin i vi dch v gio dc i hc ti cc trng i hc ngoi cng lp th li c rt nhiu quan im v tranh lun lin quan n vn ny. Gio dc i hc l mt loi dch v, mt loi hng ha va c tnh cht tp th (do nh nc v cng chng quyt nh) va c tnh cht th trng (do th trng quyt nh). Trong mt chng mc no , gio dc i hc vn chu s can thip ca nh nc v mt s mt nh cnh tranh, c quynGio dc i hc cn chu s qun l ca nh nc v nhiu l do trong quan trng nht l sn

Trang 11 phNm ca gio dc i hc chnh l ngun nhn lc chnh phc v cho s pht trin kinh t x hi. Tuy nhin theo mt s quan im hin nay th dch v gio dc i hc khng c nhng c trng c xem l mt loi hng ha cng cng thun ty v li c nhiu tnh cht quan trng ca mt loi hng ha t nhn. Khch hng ca nn gio dc i hc bit r nhu cu ca mnh hn l ngi cung cp dch v. chnh l iu kin l tng c ch th trng trong gio dc i hc pht huy c tnh hiu qu ca n. 1.1.4 Cht lng dch v, s hi lng ca khch hng v m hnh cht lng dch v N u nh trong lnh vc sn xut, ngi ta rt quan tm n vic lm th no c th sn xut ra nhng sn phNm c cht lng cao th trong lnh vc dch v, vn cht lng li cng quan trng hn v dch v c tnh cht v hnh rt kh nhn bit. N hng nh nghin cu v cht lng dch v (Gronroos - 1982; Lehtinen & Lehtinen - 1982; Lewis & Booms - 1983; Sasser, Olsen & Wyckoff 1978) a ra mt s kt lun c bn v cht lng dch v. Vic nh gi cht lng dch v kh khn hn cht lng sn phNm S nhn thc ca khch hng v cht lng dch v b nh hng bi s so snh gia s mong i ca khch hng v dch v v mc nhn c ca khch hng sau khi s dng dch v. nh gi cht lng dch v khng ch da vo kt qu ca dch v m cn phi bao gm s nh gi trong qu trnh chuyn giao dch v. N h vy, rt kh khn trong vic xc nh cng nh nh ngha cht lng dch v. Trong dch v, khch hng l mt yu t quan trng ca qu trnh cung cp dch v. Khch hng tham gia trc tip vo qu trnh sn xut v tiu th dch v. Chnh v vy, c th ni cht lng ca mt dch v l nhng g m khch hng cm nhn c v n c xc nh bi nhiu yu t i khi thuc v vn ni tm ca khch hng. Vic tham gia ca khch hng trong vic pht trin v nh gi

Trang 12 cht lng dch v l rt quan trng. Cht lng dch v l cao hay thp nh hng n s hi lng ca khch hng khi s dng dch v. Mt s nh nghin cu nh ngha s hi lng ca khch hng: Trong dch v, s tip xc vi khch hng c xem l c hi lm khch hng hi lng hay khng hi lng vi dch v c cung cp. S hi lng ca khch hng vi dch v cung cp c xc nh bi s so snh gia nhn thc ca khch hng sau khi s dng dch v v s mong i ca khch hng v dch v. Theo Brown (1992), s hi lng ca khch hng l mt trng thi trong nhng g khch hng cn, mun, v mong i sn phNm v gi dch v c tha mn hay vt qu s tha mn, kt qu l c s mua hng lp li, lng trung thnh v gi tr ca li truyn ming mt cch thch th. Theo Oliver (1997), s hi lng l mc p ng yu cu khch hng Zeithaml & Bitner (2000), s hi lng ca khch hng l s nh gi ca khch hng v mt sn phNm hay mt dch v p ng c nhu cu v mong i ca h. Tm li vic nh gi v o lng cht lng dch v l rt kh khn v cht lng dch v chu nh hng bi nhn thc ca khch hng v dch v v c mi quan h vi s hi lng ca khch hng. nh gi o lng cht lng dch v, mt s m hnh c nghin cu v a vo ng dng. M hnh Gronroos ( 1984) ch ra rng nhn thc ca khch hng v cht lng dch v da trn 3 yu t chnh. Yu t th nht lin quan n nhng g khch hng c tha mn (nhn c ci g , What). Yu t th hai lin qua n vic khch hng c tha mn nh th no (nhn nh th no, How). V yu t th ba lin quan n danh ting (hnh nh ca t chc, doanh nghip). Vi m hnh 4P, cht lng ton din ca dch v c nh ngha nh l nhn thc ca khch hng v 4P: sn phNm (nhng c tnh dch v c cung cp), th

Trang 13 tc phc v (nhng th tc trong qu trnh phc v khch hng n gin hay phc tp), ngi phc v ( phNm cht ca ngi trc tip cung cp dch v), cch gii quyt tnh hung bt thng ( kh nng i ph, x l cc tnh hung bt ng xy ra trong qua trnh phc v). Bn cnh nhng m hnh k trn v cht lng dch v, phi k n ng gp quan trng ca Parasuraman & ctg (1985, 1988). Cc nh nghin cu ny u tin a ra 10 nhn t ca cht lng dch v vo nm 1985 v n nm 1988, cc tc gi hiu chnh li cn 5 nhn t. N goi ra m hnh phn tch 5 loi sai lch trong dch v ch ra cc sai lch c th nh hng hoc lm gim cht lng dch v cm nhn c.( Hnh 1.1) N m nhn t ca cht lng dch v bao gm: tin cy (Reliability): Kh nng thc hin mt dch v ng nh ha v chnh xc. Mt dch v c th c tin cy nu n c thc hin ng ngay t u. S p ng (Response): s sn sng gip khch hng v nhanh chng cung cp dch v nh ha. S m bo ( Assurance): nhng phNm cht ca nhn vin mang li lng tin cho khch hang: tnh chuyn nghip, lch s, kh nng giao tip S cm thng (Empathy): nhn vin phc v quan tm n khch hng, to cho khch hng cm gic an tm S hu hnh (Tangibility): trang phc, ngoi hnh ca nhn vin v trang thit b phc v cho dch v... Cht lng dch v thng c o lng da trn s so snh gia dch v mong i v dch v nhn c ( Zeithaml & Bitner, 2000). Bn cnh cn phi k n cht lng dch v m nh qun l mong mun cung cp. Cht lng dch v cn b nh hng bi s khng ng nht gia mong mun ca nh qun l v nhng mong mun ca khch hng. M hnh phn tch 5 loi sai lch cng cp n iu ny.

Trang 14 Cc loi sai lch: Sai lch loi 1 (Gap 1): sai lch gia nhn thc ca nh qun tr vi mong mun ca khch hng. Sai lch ny gy ra thit hi nhiu nht do nh qun tr khng nm bt c nhu cu v mong mun ca khch hng. Sai lch loi 2 (Gap 2): Sai lch gia cc c tnh ca cht lng dch v vi nhn thc ca nh qun l. y, nh qun l nhn thc c iu khch hng mong mun nhng khng th p ng c mong mun ca h. Sai lch loi 3 (Gap 3): Sai lch gia vic cung cp dch v v cc c tnh cht lng dch v. Sai lch ny xy ra khi kt qu phc v km khng t c cc tiu chuNn dch v. N guyn nhn l do i ng nhn vin thiu k nng, kin thc, nng lc hay khng ton tm ton cung cp dch v. Sai lch loi 4 (Gap 4): Sai lch gia cc thng tin thng bo n khch hng vi vic cung cp dch v. Sai lch ny xy ra khi cng ty khng gi ng cam kt Sai lch loi 5 (Gap 5): Sai lch gia dch v mong mun v dch v nhn c. Sai lch loi ny l do s chnh lch m khch hng cm thy gia mc cht lng m h ch i so vi cht lng m h cm nhn c sau khi s dng dch v

Trang 15
Thng tin t cc ngun khc nhau Cc nhu cu c nhn Kinh nghim qu kh

5 thnh phn ca cht lng dch v tin cy S p ng S m bo S cm thng Tnh hu hnh

Dch v mong i Sai lch loi 5 Dch v nhn c

KHCH H G Sai lch loi 3 H CU G CP Cung cp dch v Sai lch loi 3 Thng bo cho khch hng

Sai lch loi 1

Sai lch loi 2

chuyn i nhn thc thnh cc c tnh cht lng dch v

N hn thc ca nh qun tr v mong i ca khch hng

Hnh 1.1: M hnh phn tch cc loi sai lch cht lng trong dch v gun: Parasuraman & ctg (1985:44) N h vy, theo m hnh, sai lch th nm cng thp th s hi lng ca khch hng cng cao. Sai lch th 5 li ph thuc vo 4 sai lch trc , ngha l sai lch 1, 2, 3, v 4. N h vy rt ngn sai lch loi nm nh qun tr cn n lc ti thiu ha cc sai lch ni trn. Khch hng ch hi lng vi dch v c cung cp khi 4 sai lch l ti thiu. 1.1.5 Cht lng dch v gio dc N h cp n phn trn, gio dc i hc l mt loi hng ha c bit va chu s qun l ca N h nc, va mang tnh nh hng th trng. Gio dc

Trang 16 i hc l mt qu trnh trong sinh vin c tip nhn nhng kin thc ph hp v c ch . Thc cht, sn phNm ca qu trnh ny khng ch l nhng sinh vin c kin thc m cn l nhng gi tr cng thm cho chnh nhng sinh vin, cc doanh nghip nhng ngi s dng sinh vin v c cho t nc. N goi nhng gi tr c to ra nh nhng dch v khc, dch v gio dc i hc c tc ng rt ln n sinh vin. Cc sinh vin sau khi tt nghip ra trng c trang b khng ch l nhng kin thc m cn c trang b nng lc v s t tin lm tt cng vic c giao. iu ny ch c c khi sinh vin hc ti ni m qu trnh truyn t kin thc thc s din ra mt cch chc chn v pht huy ht tc dng. i vi sinh vin, vic hc khng ch n thun l i n trng m phi hc mt cch c thc nhng g ph hp v c tnh thit thc. Th gii hin nay v cng phc tp cng vi tc pht trin chng mt ca tri thc, vic hc lun c ngha l hc sut i. Tt c cc sinh vin u cn phi bit cch ng u vi nhng thay i, vi nhng mi quan h khc nhau, vi lng thng tin khng l, vi s a dng v phn bit trong x hi. V vy, vic dy v hc cn cung cp cho sinh vin nhng cng c cho cuc i. iu ny c ngha l gio dc khng ch cung cp cho sinh vin nhng kin thc c bn m cn phi m bo to cho sinh vin s t tin khi s dng nhng kin thc v k nng t c. N goi ra, gio dc l ti vic pht trin nhng hnh vi ph thuc vo cc gi tr c sn tc l hiu v tn trng tt c nhng ngi khc, quyn ca h v bn cht ca th gii trong qu kh v trong tng lai. l gio dc vi cht lng cao mang li nhiu li ch kinh t x hi cho cc nhn ngi hc v cho t nc. 1.1.6 Thang o cht lng dch v Da trn m hnh 5 sai lch, Parasureman & ctg (1988) a ra thang o SERVQUAL dng o lng nhn thc ca khch hng bao gm 5 nhn t ca cht lng dch v: tin cy (Reliability), s p ng (Response), s m bo (Assurance), s cm thng (Empathy) v tnh hu hnh (Tagibility). Cc nhn t ny c o lng bi 22 bin quan st. Cc tc gi khng nh rng SERVQUAL

Trang 17 l mt thang o a bin vi tin cy cao, c cn c vng chc m cc doanh nghip c th s dng hiu c nhng s mong i v nhn thc ca khch hng v dch v t ci tin cht lng dch v p ng mong i ca khch hng. Thang o SERVQUAL c nhiu nh nghin cu s dng cho nhiu loi hnh dch v cng nh nhiu th trng khc nhau. Tuy nhin nhiu nghin cu cho thy tm quan trng ca nhn t s thay i ty theo loi hnh dch v v th trng. Thang o SERVQUAL gm 2 phn chnh. Phn th nht dng tm hiu mc mong i ca khch hng. Phn th hai nhn mnh n vic tm hiu cm nhn ca khch hng v dch v c th nhn c. Cht lng dch v c xc nh c xc nh bng im sai lch (Gap Scores) gia cm nhn v mong i ca khch hng. Tuy nhin cng c mt s kh khn khi s dng thang o ny (bng 1.1)

Trang 18 Bng 1.1: hng vn khi s dng im sai lch (Gap scores)
Loi S dng im sai lch (Gap scores) Cc nghin cu Lord, 1958; Wall & Payne, 1973; Jonh, 1981; Peter, Churchill, & Brown, 1993. tin cy Lord, 1958; Wall & Payne, 1973; Jonh, 1981; Prakash (Reliability) & Loundsbury, 1983; Peter., 1993. gi tr phn bit Tng quan cao gia im Cronin & Taylor, 1992; sai lch v im cm nhn, Peter et al., 1993. (Discriminant validity) kh gii thch rng im sai lch o lng duy nht thnh phn cm nhn. Tng quan gi mo Tng quan gia im sai Peter et al., 1993. lch v cc bin khc to ra (Spuriuos correlation) s tng quan vi cc thnh phn. Gii hn phng sai im mong i thng cao Peter et al., 1993; Peter, hn cm nhn. iu ny d Churchill, & Brown, 1993. (Variance Restrictions) dn n s gii hn phng sai c tnh h thng. y l mt vn trong phn tch thng k. gi tr im cm nhn d bo cht Parasuraman et al., 1988; lng tng qut tt hn Cronin & Taylor, 1992, (Validity) im sai lch. 1994; Babakus & Boller, 1992; Boulding, Kalra, Stealin & Zeithaml, 1993; Brensinger & Lambert, 1990. S m h ca khi nim nh ngha mong i c Teas, 1993, 1994. mong i nhiu ngha, nhng gii thch khc nhau c th to nn vn cho vic nh gi gi tr. S khng n nh ca cc Xy dng l thuyt kt hp Babakus & Boller, 1992; nhn t vi s dng im sai lch Brensinger & Lambert, lm tng s cu hi v cu 1990; Finn & Lamb, 1991; trc nhn t ng ca khi Carman, 1990; Cronin & nim cht lng dch v. Taylor, 1992; Cronbach & Furby, 1970; Parasuraman et al., 1991. Vn S la chn km khi o lng mt cu trc tm l phc tp. H s Cronbach Alpha cao.

gun: Van Dyke & ctg (1999 3).

Trang 19 T nhng vn trn, mt bin th ca thang o SERVQUAL ra i, c tn l thang o SERVPERF. Thang o SERVFERP c s dng o lng cm nhn ca khch hng t xc nh cht lng dch v thay v o lng c cht lng cm nhn ln k vng nh thang o SERVQUAL. Thang o SERVPERF c cc tc gi Cronin & Taylor (1992) a ra da trn vic khc phc nhng kh khn khi s dng thang o SERVQUAL cng vi 5 nhn t ca cht lng dch v: tin cy, phn hi, s bo m, s cm thng v tnh hu hnh v 22 bin quan st c s dng o lng 5 nhn t k trn (Trnh by ph lc 1.1). 1.1.7 Thang o s hi lng ca khch hng Thang o s hi lng ca khch hng da theo Hayes (1998). Theo nghin cu, s tha mn ca khch hng c nh gi da trn cc yu t: S tha mn chung Mc thc hin dch v thp hn hay vt qu s mong i. S sp xp thc hin dch v tng ng vi hng ha hay dch v trong tr tng tng ca khch hng.

1.2 M H H GHI CU CHT L G DNCH V TI STU

1.2.1 Mi quan h gia cht lng v s hi lng ca khch hng Cc nh kinh doanh thng cho rng cht lng dch v v s hi lng ca khch hng l mt, c th thay th cho nhau. Tuy nhin c nhiu nghin cu c thc hin v chng minh rng cht lng dch v v s hi lng ca khch hng l hai khi nim hon ton khc nhau. S hi lng ca khch hng l mt khi nim tng qut trong khi cht lng dch v ch tp trung vo cc nhn t ca cht lng dch v (Zeithaml and Bitner, 2000). Da vo nhng kt qu nghin cu ny, Zeithaml & Bitner (2000) a ra m hnh ca nhn thc khch hng v cht lng v s tha mn (Hnh 1.2)

Trang 20
tin cy S p ng S bo m S cm thng S hu hnh
Cht lng ca sn phNm

Cc nhn t tnh hung (Situational Factor) Cht lngtin cy dch v (Service Quality)

S tha mn khch hng (Customer Satisfaction)

Gi (Price) Cc nhn t c nhn (Personal Factor)

Hnh 1.2: M hnh nhn thc ca khch hng v cht lng v s tha mn gun: Zeithaml. &Bitner (2000), Service Marketing, MacGraw - Hill Theo m hnh, r rng cht lng dch v ch tp trung phn nh nhn thc ca khch hng v cc nhn t c th ca cht lng dch v bao gm tin cy, phn hi, s m bo, s cm thng v tnh hu hnh. Trong khi s hi lng ca khch hng khng ch b nh hng bi nhn thc ca khch hng v cht lng dch v m cn chu nh hng ca cht lng sn phNm, gi c, cc nhn t c nhn v cc nhn t tnh hung. N h vy theo m hnh cht lng dch v ch l mt trong nhng nguyn nhn dn n s hi lng ca khch hng. Cht lng dch v v s hi lng ca khch hng c quan h ng bin vi nhau. 1.2.2 M hnh nghin cu v gi thuyt Da trn m hnh nhn thc ca khch hng v cht lng v s tha mn, m hnh nghin cu vi trng hp ca STU c hnh thnh v trnh by trong hnh 1.3. M hnh ny c thay i ph hp vi loi hnh dch v gio dc v phm vi nghin cu; c th l cht lng sn phNm, cc nhn t tnh hung, cc nhn t c nhn, gi c khng c xt n. Vi m hnh ny mc hi lng ca

Trang 21 sinh vin hin ang hc h chnh qui ti trng STU c o lng thng qua cht lng dch v gio dc i hc ca trng STU.
tin cy S p ng S m bo H4 S cm thng H5 Tnh hu hnh H1 H2 H3 S hi lng ca sinh vin trng STU v dch v gio dc

Hnh 1.3: M hnh nghin cu mi quan h gia cht lng dch v v s hi lng ca khch hng vi trng hp trng STU Cc gi thuyt: H1: tin cy c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng H2: s p ng c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng H3: s m bo c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng H4: s cm thng c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng H5: tnh hu hnh c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng

1.3 MT S HC

GHI

CU V CHT L G GIO DC I

Sherry & ctg (2004), tin hnh o lng k vng v cm nhn ca sinh vin bn x v sinh vin nc ngoi v Hc vin Cng ngh UN ITEC, Auckland, N ew Zealand vi thang o SERVQUAL 5 thnh phn vi 20 bin quan st. Kt qu

Trang 22 nghin cu cho thy thang o t tin cy v gi tr tt vi 5 thnh phn phn bit nh thang o gc. Tt c cc khong cch gia cm nhn v k vng ca 5 thnh phn u m v c ngha. iu ny cho thy UN ITEC cn phn ci tin nhiu nng cao cht lng dch v gio dc. N ghin cu cng cho thy cht lng k vng ca sinh vin trong nc v bn x khc nhau khng ng k nhng v cht lng cm nhn ca sinh vin nc ngoi th thp hn nhiu so vi sinh vin bn x. Khong cch gia cm nhn v k vng ca sinh vin nc ngoi ln hn ng k thuc v thnh phn s cm thng, s m bo v s p ng (Sherry & ctg , 2004, dn theo N guyn Thnh Long, 2006) Chua (2004), nghin cu nh gi cht lng gio dc i hc theo nhiu quan im khc nhau: sinh vin, ph huynh, ging vin v ngi s dng lao ng. Kt qu cho thy trong hu ht cc thnh phn ca thang o SERVQUAL, i tng sinh vin, ph huynh v ngi s dng lao ng u k vng cao hn nhng g h nhn c. Ring i vi ging vin, s khc bit gia cm nhn v k vng xut hin thnh phn phng tin hu hnh v s m bo. Kch thc mu ca nghin cu ny l khng ln lm: sinh vin 35 ngi, ph huynh 27 ngi, ging vin 10 ngi, ngi s dng lao ng 12 ngi (Chua, 2004, dn theo N guyn Thanh Long , 2006) Da trn thang o SERVPERF, N guyn Thnh Long (2006) xy dng thang o nghin cu nh gi cht lng o to ti i hc An Giang. N ghin cu c tin hnh vi sinh vin h i hc thuc 4 khoa: s phm, N ng nghip PTN N , K thut CN MT, Kinh t QTKD. Thang o gm 35 bin quan st. Kt qu nghin cu cho thy thang o t tin cy v gi tr tt. Thang o chuyn t o lng dch v o to theo hng o lng cht lng phc v ca cc i tng c sinh vin tip xc. T nm thnh phn nguyn thy ca thang o SERVPERF chuyn thnh cc thnh phn ging vin, c s vt cht, s tin cy v s cm thng trong ging vin l thnh phn quan trng nht tc ng n s hi lng ca sinh vin; c s vt cht, s tin cy xp th hai v s cm thng ca nh trng c tc ng khng ng k.

Trang 23

CH G 2 GHI CU THC GHIM

Trong chng 1, cc l thuyt lin quan n gio dc i hc, dch v gio dc i hc, cht lng dch v v s hi lng ca khch hng c trnh by. Bn cnh , m hnh nghin cu cng c a ra m t mi quan h gia cht lng dch v v s hi lng ca khch hng cng vi cc gi thuyt trong trng hp ca STU. Chng 3 c tip tc vi vic gii thiu tng quan v trng i hc Co6g ngh Si Gn. Sau ton b nghin cu bao gm (1) thit k nghin cu, (2) nghin cu chnh thc v (3) kt qu nghin cu c trnh by. Thit k nghin cu bao gm cc ni dung: nghin cu nh tnh v nghin cu nh lng. N ghin cu chnh thc c thc hin vi vic thit lp bng cu hi, thit k mu v thng tin v mu. Kt qu nghin cu cp n kt qu x l d liu thu thp c thng qua bng cu hi nhm kim nh thang o, m hnh v gi thuyt c trnh by chng 1, qua xc nh c mc hi lng ca sinh vin i vi dch v gio dc ti STU.

2.1

T G QUA G

V TR G I HC C G

GH SI

2.1.1 Gii thiu chung Tn trng: Trng i hc Cng N gh Si Gn Tn ting Anh: Saigon Technology University (STU) a ch: 180 Cao L, qun 8, Tp. HCM Email: stu@saigon-uni.edu.vn Website: http://www.saigon-uni.edu.vn 2.1.2 Lch s hnh thnh v pht trin ca trng i hc Cng ngh Si Gn Tin thn ca trng i hc Cng ngh Si Gn l trng Cao ng K ngh dn lp thnh ph H Ch Minh (SEC). SEC c thnh lp theo quyt nh s

Trang 24 198/Q TTg ngy 24/09/1997 ca Th tng Chnh ph. SEC c vinh d l trng cao ng u tin ca nc ta ch o to cc ngnh k thut, cng ngh Thng 04/2006, trn c s xem xt nng lc v thnh tch o to ca trng, Chnh ph ra Quyt nh s 57/2004/Q TTg nng cp nh trng ln o to bc i hc v ly tn l Trng i hc DL. K ngh Tp. H Ch Minh (SEU). n thng 03/2005, theo quyt nh s 52/2005/Q TTg, trng c i tn thnh trng i hc dn lp Cng ngh Si Gn. Thng 07/2007, Trng i hc DL. Cng ngh Si Gn chnh thc i tn thnh Trng i hc Cng N gh Si Gn khi chuyn sang loi hnh trng t thc. Tn ting Anh l Saigon Technology University (STU). 2.1.3 Chc nng hot ng Hin nay c khong hn 6000 sinh vin ang theo hc trong cc ngnh hc o to ca trng. Lnh vc o to ca STU c chia thnh hai nhm. N hm lnh vc lin quan n k thut nh cng ngh thng tin, in in t, c k, in t vin thng, k thut cng trnh v cng ngh thc phNm. N hm lnh vc lin quan n kinh t bao gm qun tr kinh doanh, qun tr marketing v qun tr ti chnh Chc nng chnh ca STU bao gm: Cung cp cc dch v lin quan n gio dc cho sinh vin o to c nhn v tin hnh nghin cu khoa hc trn cc lnh vc v k thut cng nh v qun tr kinh doanh, Marketing, ti chnh. Cp pht bng tt nghip c nhn (k s) thuc h thng vn bng quc gia v c gi tr trong c nc i vi cc lnh vc o to. 2.1.4 Qu trnh o to Kha sinh vin cao ng u tin bc vo hc tp chnh thc ngy 29/12/1997, khai ging chm hn thng l hn hai thng. S s sinh vin kha 1 l 800 v kha 2 l 900. Do nhu cu pht trin kinh t x hi trong vng v thc t pht trin ca trng, t kha 3 (1999 2002) v sau, hng nm trng tuyn vo

Trang 25 khong 1300 1800 sinh vin mi. T nm hc 2004 2005, trong s sinh vin tuyn mi gm c 50% hc bc i hc v 50% hc bc cao ng. Tnh n nay, qua hn 10 nm o to, Trng tuyn c 12 kha cao ng, 5 kha i hc, 4 kha lin thng i hc, 6 kha trung cp v o to c hn 5700 k s/ c nhn cao ng, 1700 k s/ c nhn i hc, hn 1000 sinh vin tt nghip trung cp chuyn nghip. Cc h o to chnh ca trng: trung cp chuyn nghip, cao ng, i hc, lin thng i hc chnh qui v h ngoi chnh. N goi ra trng cn t chc cc kha hc ngn hn v nhng chng trnh o to lin kt vi cc trng i hc nc ngoi. Bng 2.1 S lng sinh vin tuyn sinh vo trng t nm 2004 - 2006 N m N gnh C in t in t vin thng Cng ngh thng tin Cng ngh thc phNm Qun tr kinh doanh K thut cng trnh Cng hin nay (2007) Vi khong 6000 sinh vin ang theo hc ti trng tnh n thi im nm 2007, c th thy sinh vin ngnh Qun tr kinh doanh chim t l ln nht (25.61%), tip l Cng ngh thc phNm (17.35%) v ngnh Cng ngh thng tin ng th ba (16.41%). iu ny ch ra c nhu cu hc tp ca sinh vin trong nhng ngnh hc k trn. ng gp khng nh i vi qu trnh o to ca STU chnh l i ng cn b v ging vin. Vi mc tiu mang li cht lng qun l v o to cao ti 164 324 323 414 509 179 1913 216 526 440 461 604 431 2678 276 511 458 398 868 445 2956 2004 2005 2006 Tng cng 656 1361 1221 1273 1981 1055 7547 Tng cng (khng k s THC tuyn 2004) S s T l % (*) 600 9.08 1220 19.02 1086 16.41 1174 17.35 1693 25.61 864 13.07 6610 100%

(*) Thc cht l t l cng ng ca cc khoa v khi lng o to trong trng

Trang 26 STU nhm nng cao mc hi lng ca cc khch hng t khng nh cht lng thng hiu STU, STU lun tm cch thu ht nhn ti. iu ny c th hin bng 2.2. T l i ng cn b, ging vin c trnh thc s v i hc kh cao, hn 60%. nhng v tr qun l quan trng nh Hiu trng, Hiu ph, cc trng khoa hu ht u c hc v tin s. Bng 2.2: Phn loi i ng cn b, ging vin theo bng cp (*) Tin s S lng T l (*) 12 7.9 Thc s 44 28.9 i hc 54 35.5 Cao ng 42 27.7 Tng cng 152 100

(*) K c cn b lnh o v qun l trng 2.1.5 C cu t chc Trng STU c t chc theo h thng hai cp: Trng v Khoa, Phng, Ban. Bn cnh cn c mt s b mn trc thuc trng. Hi ng qun tr Hiu trng

Hiu ph (Hnh chnh)

Hiu ph ( ghin cu v hp tc)

Trng phng ban Phng o to Phng Hnh chnh - Qun tr Phng K hoch - Ti chnh Phng Cng tc Sinh vin Hc sinh Khoa o to ngoi chnh qui Phng thanh tra

Trng khoa Khoa Cng ngh thng tin Khoa in t - Vin thng Khoa C kh Khoa K thut cng trnh Khoa Cng ngh thc phNm Khoa Design Khoa Qun tr kinh doanh

Hnh 2.1: S c cu t chc ca STU

Trang 27 Hi ng qun tr Hi ng qun tr thc cht l hi ng trng, l t chc c thNm quyn cao nht trong nh trng. Hi ng qun tr c trch nhim ra ng li, ch trng ln v pht trin mi mt ca nh trng. Hi ng qun tr c bu ra t nhng ngi c kh nng v tm huyt trong xy dng nh trng, nhng N h gio, nh khoa hc, nh qun l ti nng v cc i din cho nhng nhm c li ch lin quan n trng. ng u Hi ng qun tr l Ch tch Hi ng Qun tr. i hc Cng ngh Si Gn, Hi ng Qun tr cn m ng vic u t xy dng c bn cc cng trnh c qui m u t ln. Hiu trng ng u nh trng, l ngi i din ton din cho nh trng trc x hi v php lut. Hiu trng c hi ng qun tr thng nht c v do B trng B Gio dc v o to quyt nh b nhim. Khi c s ng ca Hi ng Qun tr nh trng, Hiu trng c cc Ph Hiu trng B Gio dc v o to ra quyt nh cng nhn. Ph hiu trng hot ng theo s phn cng ca Hiu trng, c thay mt Hiu trng iu hnh v chu trch nhim trc Hiu trng v mt s phn vic trong phm vi c giao ph, y nhim. Cc phng ban Phng o to Tham mu cho Hiu trng v mt t chc o to, tin hnh t chc thc hin cng tc ging dy v hc tp i vi tt c cc h o to chnh qui t k hoch tng th n thi kha biu Phi hp vi Ban ch nhim cc khoa trong vic huy ng, b tr lc lng ging vin Tin hnh cc cng vic tuyn sinh, kim tra, thi cu, tt nghip Qun l h s, d liu v o to ca trng

Trang 28 Cung cp cc kt qu v nhn xt hc tp ca sinh vin Theo di tnh hnh ging dy ca ging vin gip Ban gim hiu thc hin y ch th lao, khen thng i vi ngi dy. Phi hp vi Phng K hoch - Ti chnh trong vic theo di vic thu hc ph v l ph. Phng hnh chnh qun tr Gip hiu trng iu hnh cc hot ng trong trng theo ng cc qui nh chung Ph trch khu cng vn, giy t i v n ca nh trng, m bo thng tin thng sut, cng tc lu tr v bo mt. Gi gn trt t, an ninh trong trng Ph trch vic phc v tip tn cho Lnh o trng Thc hin chc nng qun tr: t chc qun l cc cng trnh, h thng in nc, h thng tng tin; mua sm, t chc tu sa nh theo ng qui nh ca trng. Phi hp vi Phng K hoch - Ti chnh thc hin cc d n u t trang thit b mi ph v cho vic o to, nghin cu ca trng. Phng k hoch ti chnh Tham mu cho Hiu trng v ch tr tin hnh cc cng tc k hoch ti chnh, t chc qun l ti chnh, vt t ca trng. Thc hin cng tc thu chi v s dng ti chnh. Qun l tt ngun vn cng nh khi ti sn ca nh trng Thay mt nh trng giao dch v hon thnh thc hin ngha v ng thu ca trng i vi nh nc. Phng cng tc sinh vin hc sinh Tham mu cho Hiu trng v thc hin nhng ch trng bin php gip sinh vin, hc sinh rn luyn, khng ngng tin b, v pht trin

Trang 29 con ngi ton din, pht trin ti nng trong thi gian theo hc ti trng. Tin hnh cc cng tc tuyn truyn, ph bin, hc tp cc ng li chnh sch, php lut trong sinh vin Phi hp vi on Thanh nin v Hi sinh vin h tr sinh vin, hc sinh trong vic rn luyn o c, nhn cch, t vn v cc mt hc tp, ngh nghip, i sng tm l cho sinh vin, t chc i sng tinh thn, vn ngh, th thao vui ti, lnh mnh, phong ph. T chc khnh tit trong cc dp hi hp, l hi ca Trng. Phng thanh tra Gim st qu trnh dy v hc. Ghi nhn sai phm. Bo co vi ch tch hi ng qun tr, hiu trng, trng khoa v trng cc phng ban Cc khoa ng u l cc Trng khoa do Hiu trng k quyt nh b nhim sau khi thng qua Hi ng qun tr. Cc ph khoa do Trng khoa c v Hiu trng b nhim. Qun l vic o to, nghin cu trong cc ngnh thuc Khoa. Chu trch nhim v cc kha hc, chng trnh ging dy, i ng gio vin v phng php ging dy Qun l, s dng c hiu qu cc thit b, vt t hin c cc phng th nghim, xng thc tp thuc Khoa.

Trang 30

2.2

GHI CU THC GHIM

2.2.1 Thit k nghin cu N h cp n trong phn m u, nghin cu c tin hnh theo 3 bc chnh: N ghin cu nh tnh N ghin cu nh lng xut gii php nhm nng cao cht lng dch v Bc 1: ghin cu nh tnh N ghin cu nh tnh l nghin cu m trong d liu thu thp c dng nh tnh. N ghin cu nh tnh dng phng php tho lun nhm khm ph, iu chnh v b sung cc bin quan st o lng cc khi nim nghin cu. N hng thnh vin tham gia tho lun gm cc nh lnh o cp cao, trng ph cc phng ban, cc trng khoa, mt s gio vin c hu hoc tham kho kin cc chuyn gia. Trn c s nhng thng tin c c sau khi tho lun, cc bin ca thang o SERVPERF c xc nh ph hp vi bi cnh nghin cu ti STU vi loi hnh dch v gio dc v sn sng cho nghin cu nh lng. Thang o SERVPERF c trnh by ph lc 1.1 c kim nh trong nhiu lnh vc dch v. N i dung tho lun nhm c trnh by trong ph lc 2.1. Kt qu nghin cu s b s l c s cho vic thit k bng cu hi cho nghin cu chnh thc. Bc 2: ghin cu nh lng N ghin cu nh lng c thc hin nhm nh gi thang o lng, kim nh m hnh l thuyt biu din mi quan h gia cc nhn t trong thang o v s hi lng ca sinh vin. Trong nghin cu nh lng, d liu th cp c thu thp t cc khoa v cc phng ban. Cc d liu ny cng c lu tr bi phng o to. T ngun d liu th cp, tng th nghin cu v cc n v thnh phn ca n ( s lng sinh vin theo khoa, theo h v theo lp) c xc nh. Khung chn mu v kch thc

Trang 31 mu c xc nh da trn tng th nghin cu v s lng bin quan st c hnh thnh trong bng cu hi vi tin cy l 95%. Trong nghin cu ny, ti s dng phng php chn mu theo hn ngch xc nh kch thc mu cho mi n v thnh phn. Cc n v thnh phn ph thuc vo s phn chia s lng sinh vin theo mi khoa, mi chng trnh hc v mi lp. Sau , kt hp gia kt qu nghin cu s b, vic kho st kin ca sinh vin c thc hin bng cch phng vn trc tip. Ton b cc d liu hi p s c h thng ha theo mi n v mu v c x l vi s h tr ca phn mm SPSS 11.5. Thang o c kim nh s b bng h s tin cy Cronbachs Alpha v phn tch nhn t vi phn mm SPSS 11.5. Phn tch tng quan v hi qui tuyn tnh s c s dng kim nh m hnh v cc gi thuyt nghin cu. Bc 3: xut gii php nng cao cht lng dch v Cc vn v cht lng c xc nh t kt qu kim nh m hnh nghin cu. Trn c s cc gii php nng cao cht lng c xut. 2.2.2 ghin cu chnh thc S nghin cu

2.2.2.1

S nghin cu c trnh by hnh 2.2 bao gm 4 phn chnh: Hiu chnh thang o cht lng dch v bao gm vic thit k bng cu hi (xc nh cc bin quan st) v xc nh hnh thc tr li Thit k mu v thng tin mu Th tc phn tch d liu ( nh gi thang o, Kim nh m hnh nghin cu v cc gi thuyt) xut cc gii php

Trang 32
C s l thuyt v gio dc i hc, cht lng dch v v cc nghin cu lin quan - Khi nim gio dc i hc, trng i
hc - M hnh phn tch 5 sai lch - Thang o SERVPERF - S tha mn ca khch hng v mi quan h vi cht lng dch v Thang o SERVPERF v thang o s hi lng ca khch hng Thng qua tho lun nhm vi cc nh lnh o, cc nh qun l, trng ph khoa, v sinh vin hin ti ca STU Da vo thang o SERVPERF, thang o s hi lng v kt qu bc trn nhm ph hp vi loi hnh dch v Kim tra thang o vi kch thc mu nh. Phn tch tin cy Da vo tin cy c phn tch v kin ca cc chuyn gia Kt qu iu chnh thang o A - Da vo d liu th cp xc nh tng th nghin cu v cc n v thnh phn - Da vo s lng bin quan st xc nh kch thc mu S dng s liu t bng cu hi hi p v phng vn trc tip.

Thang o A

Xc nh cc bin quan st

iu chnh thang o

Pilot test

iu chnh li thang o

Thang o B

Thit k mu

Tin hnh nghin cu

Phn tch d liu

- Phn tch h s Cronbach Alpha v phn tch nhn t khm ph nh gi thang o - Phn tch h s tng quan, phn tch hi qui a bin, phn tch AN OVA, kim nh m hnh v cc gi thuyt.
Da vo kt qu nghin cu

Xc nh vn v cht lng

Phn tch xc nh nguyn nhn

ngh cc gii php

Kt lun v kin ngh

Hnh 2.2: S nghin cu

Trang 33 2.2.2.2 iu chnh thang o Trong nghin cu ny, c 2 thang o c iu chnh l thang o SERVPERF v thang o s hi lng ca khch hng. Mc ch ca vic iu chnh l to ra cc thang o mi ph hp vi loi hnh dch v gio dc v ph hp vi trng hp ca STU. iu chnh thang o SERVPERF iu chnh thang o SERVPERF thnh thang o dng o lng cht lng dch v gio dc ca STU c thc hin nhm thit lp c bng cu hi dng cho nghin cu nh lng. N hng bin quan st c thnh lp thng qua bc iu chnh thang o. Bn cnh hnh thc tr li cng c xc nh. Thang o SERVPERF mt trong nhng thang o lng cht lng dch v c p dng nhiu trong cc loi hnh dch v khc nhau v c xem l thang o c tin cy cao. SERVPERF bao gm 22 bin quan st o lng 5 nhn t chnh m khch hng da vo nh gi cht lng dch v, c th: 4 bin quan st o lng tnh hu hnh, 5 bin quan st cho tin cy, 4 bin quan st cho s p ng, 4 bin quan st cho s m bo v 5 bin quan st cho s cm thng ( Ph lc 1.1) S dng thang o SERVPERF o lng cm nhn ca khch hng v cht lng dch v c cung cp t nh gi s hi lng ca khch hng. Thc cht nh ni chng 2, s hi lng ca khch hng c o lng bi im sai lch gia mong i ca khch hng v nhn thc ca khch hng khi nhn c dch v. Tuy nhin, nhiu nghin cu ch ra nhng kh khn khi s dng im sai lch v khi nim v s mong i cn rt m h. Do vy, trong nghin cu ny thang o SERVPERF c s dng o lng cm nhn ca sinh vin v dch v gio dc i hc ti STU t xc nh c mc hi lng ca sinh vin. Trong bc ny, thng qua vic tho lun vi hiu trng, vi cc hiu ph, cc trng phng, cc trng khoa ti STU sau bui hp giao ban thng 6 nm

Trang 34 2008, v da trn thang o SERVPERF, cc d liu nh tnh c thu thp. Bn cnh vic phng vn th cng c tin hnh vi cc sinh vin hin ang hc ti trng nhm thu thp thm d liu cho vic hnh thnh cc bin quan st ca thang o. Cui cng vi vic xin kin chuyn gia (gio vin hng dn v quyn trng khoa qun tr kinh doanh) cc bin quan st c thnh lp v bng cu hi c hnh thnh chuNn b cho vic nghin cu nh lng (ph lc 2.2) Kt qu iu chnh thang o SERVPERF c th hin trong bng 2.3. Bng 2.3: Thang o cht lng dch v hiu chnh Tnh hu hnh TAN 1. Mi trng o to ca STU l mt mi trng c tnh vn ha cao. TAN 2. C s vt cht, trang thit b ca STU p ng tt nhu cu o to v hc tp TAN 3. Th vin hin i, ngun ti liu phong ph v c cp nht thng xuyn TAN 4. Cc dch v h tr khc phc v cho sinh vin ti STU rt tt (sn bng, cn tin, k tc x). tin cy REL1. STU lun thc hin theo ng k hoch ging dy (biu ging dy, chng trnh o to, thi kha biu, lch thi) c thng bo trc REL2. Thng bo v hc tp, ging dy, thi c, tuyn sinh, tt nghip lun chnh xc, ng tin cy REL3. Ging vin nghim tc thc hin ng k hoch ging dy (thi kha biu, cng, gi gic ging dy) REL4. Cc d liu, thng tin v sinh vin (l lch, kt qu hc tp, hc ph) c qun l cht ch v chnh xc.

Trang 35 S p ng RES1. STU lun thng bo y v kp thi cc vn lin quan n sinh vin (qui ch, chng trnh hc, lch hc,cc h tr hc tp). RES2. N hn vin STU lun sn sng v nhanh chng gii quyt cc vn ca sinh vin. RES3. Sinh vin d dng nhn c cu tr li chnh xc ti cc b phn c trch nhim ca STU. RES4. Bi ging ca ging vin c tnh ng dng cao. S m bo ASS1. Ging vin v nhn vin STU chuyn nghip v lch s khi giao tip, lm vic vi sinh vin. ASS2. Chng trnh o to ca STU ph hp tt vi yu cu thc tin ASS3. Ging vin c hc v v trnh chuyn mn cao. ASS4. Tham gia vo chng trnh o to ti STU, sinh vin c th an tm v c s t tin trong cng vic. S cm thng EMP1. Sinh vin l trung tm ca qu trnh o to ti STU. EMP2. Mi trng hc tp thn thin gn kt sinh vin vi ging vin, on i, cc phong tro v cc hot ng nhm. EMP3. STU lun ly li ch ca sinh vin lm phng chm cho mi hnh ng EMP4. Gi dy v hc ti STU lun thun tin cho sinh vin. iu chnh thang o s hi lng ca khch hng Thang o s hi lng ca khch hng (Hayes, 1998) thnh thang o s hi lng ca sinh vin trong trng hp STU. Bng 2.4 l thang o s hi lng ca sinh vin trong trng hp STU c iu chnh thng qua tho lun nhm, phng vn th v xin kin chuyn gia.

Trang 36 Bng 2.4: Thang o s hi lng ca sinh vin c iu chnh SAT1. Mc hi lng ca sinh vin vi dch v gio dc i hc ti STU SAT2. STU cung cp dch v gio dc i hc cht lng cao. Xc nh hnh thc tr li Hnh thc tr li c chn l Likert (Likert Type). N gi tr li c cho mt lot cc chn la din t kin ca h (trnh by Bng 2.5) N hng thun li ca hnh thc tr li Likert: Cho php ngi tr li by t quan im ca mnh v tng vn c th. Kt qu tr li c th dng d dng phn tch thng k. D dng v hiu qu khi hi, tr li cng nh tnh ton.

Trong nghin cu ny, s cp tr li cho bng cu hi c chn l 5 v theo nghin cu thng k ca Lissitz v Green (1975), s cp tr li l 2 c tin cy thp hn s cp l 5, cn khi tng s cp hn 5 th tin cy khng tng na. Bng 2.5: Hnh thc tr li ca bng cu hi 1 Hon ton khng ng Khng kin: Khng ng cng khng phn i 2.2.2.2 Thit k mu Thng tin mu 2 Khng ng 3 Khng kin 4 ng 5 Hon ton ng

Vi khong hn 4000 sinh vin h chnh qui tp trung (h Cao ng v i hc) v 22 bin quan st c hnh thnh trong bng cu hi, kch thc mu c chn l 1500. Sau , s dng phng php chn mu theo hn ngch xc nh kch thc mu cho mi n v thnh phn. Kch thc mu cho mi n v thnh phn ph thuc vo s phn chia s lng sinh vin theo khoa, theo chng trnh o to v theo lp. Bng cu hi hay phiu kho st c gi n sinh vin ly kin ng thi cng tin hnh phng vn trc tip vi mt s lng sinh vin nht

Trang 37 nh. tin hnh phn tch nh lng, trong s cc phiu phn hi, 518 phiu phn hi c chn ra. ( chim khong trn 30% so vi 1500 phiu pht ra). Cc phiu phn hi c chn l nhng phiu c nhp v lm sch thng qua phn mm SPSS. Cc phiu ny s c sp xp v nhm li theo ngnh hc nhm mc ch tm hiu s cm nhn khc nhau v cht lng dch v c cung cp t cc ngnh hc v s hi lng ca sinh vin khi la chn ngnh hc . Thng tin mu thng k theo ngnh v theo h c trnh by trong bng 2.6. Trong phm vi nghin cu, 518 phiu phn hi c chn l nhng phiu phn hi ca sinh vin thuc h cao ng (3 nm) (0) v h i hc (4 nm) (2) Tn ca mi ngnh hc c tin hnh m ha nh sau: (1) C kh, (3)in in t, (4) in t - vin thng, (5) Cng ngh thng tin, (6) Cng ngh thc phNm, (7) Qun tr kinh doan, (8) K thut cng trnh Bng 2.6: Bng m t thng k mu gnh hc 1 3 4 5 6 7 8 Tng cng H Cao ng (3 nm) 20 11 31 44 75 100 45 326 i hc (4 nm) 37 26 30 35 24 20 21 193 Tng cng 57 37 61 79 99 120 66 518

2.2.3 Kt qu nghin cu Phn ni dung ny trnh by kt qu nghin cu. Cc d liu thu thp c t cc bng cu hi hnh thnh da trn thang o SERVPERF (xem ph lc 2.1 v 2.2) c x l trn phn mm thng k SPSS 11.5. Trong phn ny, thng k m t c thc hin; sau thang o c nh gi da trn tin cy v phn tch nhn t; cng vic tip theo l hiu chnh m hnh nghin cu v cc gi thuyt; phn tch AN OVA v kim nh gi thuyt l nhng cng vic cui cng.

Trang 38 2.2.3.1 Thng k m t

kin mang tnh tng qut ca khch hng v cht lng dch v ca STU c th hin bng cc i lng thng k m t ca mu c tnh ton bao gm: c trng o lng khuynh hng tp trung (trung bnh Mean, gi tr nh nht Min, gi tr ln nht max) v c trng o lng phn tn ( lch chuNn Standard deviation) ca tng bin quan st c trnh by bng 2.7. Bng 2.7: Kt qu thng k ca cc bin trong thang o cht lng dch v Bin TAN 1 TAN 2 TAN 3 TAN 4 REL1 REL2 REL3 REL4 RES1 RES2 RES3 RES4 ASS1 ASS2 ASS3 ASS4 EMP1 EMP2 EMP3 EMP4 SAT1 SAT2 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 518 Minimum 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 Maximun 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 Mean 3.50 3.47 3.40 3.50 3.49 3.64 3.50 3.74 3.53 3.29 3.34 3.40 3.30 3.62 3.78 3.37 3.48 3.42 3.37 3.32 3.42 3.31 Std. Deviation 0.801 0.975 0.902 0.922 1.073 0.905 0.999 0.958 0.946 0.923 0.898 0.844 0.862 0.862 0.801 0.884 0.885 0.821 0.810 1.019 0.802 0.797

Trang 39

Hnh 2.3: trung bnh (Mean) ca cc bin quan st Cht lng dch v T bng 2.7 v hnh 2.3 c th nhn bit c v s nh gi chung ca khch hng sinh vin i vi cht lng dch v o to ca STU thng qua gi tr trung bnh (Mean), gi tr ln nht (max), gi tr nh nht (Min) v lch chuNn (Standard Deviation). Cc bin quan st o lng cht lng dch v gio dc ca STU c sinh vin nh gi t im nh nht l 1 (Min =1) n ln nht l 5 (Max = 5) tng ng vi hon ton khng ng n hon ton ng . iu ny c ngha sinh vin c suy ngh rt khc nhau v cht lng dch v m h nhn c t STU.

Trang 40 N goi ra, nhn chung cht lng dch v gio dc ca STU c sinh vin hin ang theo hc h chnh qui tp trung nh gi l tng i tt. Cc gi tr trung bnh dao ng t 3.29 3.78. Mt cch chnh xc v c th hn, da trn tn s xut hin v trung bnh ca cc bin quan st trong phn phn tch thng k m t c th chia cc bin quan st thnh 2 nhm (xem ph lc 2.3) hm 1: bao gm cc bin quan st m cc sinh vin nh gi tng i tt. Hu ht cc sinh vin u cho im 4 i vi nhng nh gi ca h. N hm ny bao gm cc bin sau TAN 4. Cc dch v h tr khc phc v cho sinh vin ti STU rt tt (sn bng, cn tin, k tc x) (Mean = 3.50) REL1. STU lun thc hin theo ng k hoch ging dy (biu ging dy, chng trnh o to, thi kha biu, lch thi) c thng bo trc (Mean = 3.49) REL2. Thng bo v hc tp, ging dy, thi c, tuyn sinh, tt nghip lun chnh xc, ng tin cy (Mean = 3.64) REL3. Ging vin nghim tc thc hin ng k hoch ging dy (thi kha biu, cng) (Mean = 3.50) REL4. Cc d liu, thng tin v sinh vin (l lch, kt qu hc tp, hc ph) c qun l cht ch v chnh xc. (Mean = 3.74) RES1. STU lun thng bo y v kp thi cc vn lin quan n sinh vin (qui ch, chng trnh hc, lch hc,cc h tr hc tp). (Mean = 3.53) ASS2. Chng trnh o to ca STU ph hp tt vi yu cu thc tin (Mean = 3.62) ASS3. Ging vin c hc v v trnh chuyn mn cao (Mean = 3.78) hm 2: bao gm nhng bin quan st m c th thy sinh vin by t s cha hi lng thc s ca mnh bng cch cho nhng im s khng cao, ch yu l cc im 3. l cc bin:

Trang 41 TAN 1 Mi trng o to ca STU l mt mi trng c tnh vn ha cao (Mean = 3.50) TAN 2. C s vt cht, trang thit b ca STU p ng tt nhu cu o to v hc tp (Mean = 3.47) TAN 3. Th vin hin i, ngun ti liu phong ph v c cp nht thng xuyn (Mean = 3.40) RES2. N hn vin STU lun sn sng v nhanh chng gii quyt cc vn ca sinh vin. (Mean = 3.29) RES3. Sinh vin d dng nhn c cu tr li chnh xc ti cc b phn c trch nhim ca STU (Mean = 3.34) RES4. Bi ging ca ging vin c tnh ng dng cao (Mean = 3.40) ASS1. Ging vin v nhn vin STU chuyn nghip v lch s khi giao tip, lm vic vi sinh vin (Mean = 3.30) ASS4. Tham gia vo chng trnh o to ti STU, sinh vin c th an tm v c s t tin trong cng vic (Mean = 3.37) EMP1. Sinh vin l trung tm ca qu trnh o to ti STU (Mean = 3.48) EMP2. Mi trng hc tp thn thin gn kt sinh vin vi ging vin, on i, cc phong tro v cc hot ng nhm (Mean = 3.42) EMP3. STU lun ly li ch ca sinh vin lm phng chm cho mi hnh ng (Mean = 3.37) EMP4. Gi dy v hc ti STU lun thun tin cho sinh vin (Mean = 3.32) Trong nhm ny ta nhn thy sinh vin cha hi lng v trch nhim ca nhn vin cc khoa, cc phng ban trong vic gii quyt cc vn ca sinh vin (RES2); cc vn lin quan n phong cch phc v ca nhn vin cc khoa v cc phng ban cng b sinh vin nh gi khng cao (ASS1); v ni dung bi ging vn cha p ng c nhu cu thc tin (RES4). N goi ra nhm thnh phn cc yu t hu hnh cng c sinh vin quan tm, c bit l yu t ngun ti liu h tr sinh vin

Trang 42 trong qu trnh hc tp (TAN 3). N h vy, s lng bin quan st nhm 2 ny chim t l 60% trn tng s bin quan st. y c xem l mt du hiu cnh bo cho STU v cht lng dch v gio dc ca mnh. S hi lng ca sinh vin Cc bin quan st (SAT1 v SAT2) trong thang o s hi lng ca sinh vin c gi tr trung bnh tng ng l 3.42 v 3.32 v lch chuNn l 0.802 v 0.797. iu ny cho thy cht lng dch v cung cp v mc hi lng ca sinh vin i vi cht lng dch v ch t mc bnh thng. N h vy, mt ln na kt qu thng k cho thy STU cn phi quan tm hn na trong vic nng cao cht lng dch v cung cp ngy cng p ng tt hn nhu cu ca khch hng sinh vin cng nh mang li s hi lng cao nht cho h. 2.2.3.2 nh gi thang o

Thang o c nh gi tin cy thng qua hai cng c l h s Cronbach Alpha v phn tch nhn t (EFA) a. tin cy (Cronbach Alpha) H s Cronbach Alpha c dng o lng tnh nht qun ni ti ca thang o. H s Alpha cng cao th hin tnh ng nht ca cc bin o lng cng cao tc l mc lin kt ca cc bin o lng cng cao. Khi cc bin s cng o lng mt thuc tnh cn o. Theo N unnally v Bernstein (1994), thang o s c la chn khi Cronbach Alpha ln hn 0.65. Tuy nhin Cronbach Alpha khng cho bit bin o lng no cn c b i v bin o lng no cn gi li, chnh v vy m ta xt thm h s tng quan tng bin ca cc bin. Cc bin c h s tng quan tng bin (Corrected item total correlation) nh hn 0.3 c coi l bin rc v s b loi ra khi thang o. Thang o cht lng dch v N h trnh by trn, thang o cht lng dch v c xy dng da trn 5 thnh phn: tnh hu hnh (TAN ) c o bng 4 bin quan st k hiu t TAN 1 n TAN 4; tin cy (REL) c o bng 4 bin quan st k hiu t REL1 n

Trang 43 REL4; s p ng (RES) c o lng bng 4 bin quan st k hiu t RES1 n RES4; s m bo (ASS) c o lng bng 4 bin k hiu t ASS1 n ASS4; v cui cng l s cm thng (EMP) c o lng bng 4 bin k hiu t EMP1 n EMP4. Kt qu nh gi thang o cht lng dch v da trn vic phn tch h s Cronbach Alpha cc thnh phn o lng cht lng dch v c trnh by trong bng 2.8 di y. N goi ra c th xem thm ph lc 2.4 Bng 2.8: Cronbach Alpha cc thnh phn ca thang o cht lng dch v Trung bnh thang o nu loi bin Tnh hu hnh (TA ) TAN 1 10.3784 TAN 2 10.4035 TAN 3 10.4768 TAN 4 10.3764 Alpha = 0.7428 tin cy (REL) REL1 10.8745 REL2 10.7259 REL3 10.7259 REL4 10.6255 Alpha = 0.7167 S p ng (RES) RES1 10.0367 RES2 10.2799 RES3 10.2259 RES4 10.1660 Alpha = 0.6676 S m bo (ASS) ASS1 10.7683 ASS2 10.4479 ASS3 10.2819 ASS4 10.6988 Bin Phng sai thang o nu loi bin 4.8740 4.2489 4.6020 4.3126 Tng quan tng bin Alpha nu loi bin

0.5179 0.5437 0.5087 0.5800

0.6957 0.6809 0.6992 0.6583

4.6438 5.4489 5.4489 5.2560

0.5635 0.5047 0.5047 0.5074

0.6168 0.6559 0.6559 0.6528

4.0896 3.7377 3.9972 4.5294

0.4072 0.5473 0.5766 0.3619

0.6302 0.5309 0.5766 0.6543

4.0043 3.8184 3.9630 3.6267

0.4358 0.5013 0.5162 0.5470

0.6882 0.6487 0.6413 0.6198

Trang 44 Alpha = 0.7126 S cm thng (EMP) EMP1 10.1081 EMP2 10.1680 EMP3 10.2162 EMP4 10.2683 Alpha = 0.7585 N hn bng ta nhn thy Thnh phn s hu hnh c h s Cronbach Alpha l 0.7428 v h s tng quan bin tng ca cc bin u ln hn 0.3, thp nht l 0.5087. N h vy cc bin o lng thnh phn ny c s dng trong bc phn tch nhn t khm ph EFA tip theo. Thnh phn tin cy c h s Cronbach Alpha l 0.7167 v h s tng quan bin tng ca cc bin tha mn yu cu v h s tng quan bin tng l ln hn 0.3, thp nht l 0.5047. N h vy cc bin o lng thnh phn ny c s dng trong phn tch tip theo phn tch nhn t khm ph EFA. Thnh phn s p ng c h s Cronbach Alpha l 0.6676 v h s tng quan bin tng ca cc bin u ln, thp nht l 0.3619 tha mn yu cu v h s tng quan bin tng l ln hn 0.3. N h vy cc bin o lng thnh phn ny c s dng trong phn tch EFA. Thnh phn s m bo v s cm thng c h s Cronbach Alpha ln hn 0.7 ng thi h s tng quan bin tng thp nht l 0.4358 tha mn yu cu v cc h s tng quan bin tng ca cc bin quan st u ln hn 0.3. N h vy tt c cc bin dng o lng thnh phn s m bo v s cm thng u c s dng trong bc phn tch nhn t khm ph EFA tip theo. Thang o s hi lng ca sinh vin Vic la chn hay khng la chn thang o s hi lng ca sinh vin cng c quyt nh da trn h s Cronbach Alpha v h s tng quan bin tng ca cc bin quan st ca thnh phn s hi lng ca sinh vin. Thang o s hi lng

4.4409 4.6004 4.5296 4.1928

0.5579 0.5776 0.6157 0.4977

0.7007 0.6924 0.6738 0.7442

Trang 45 ca sinh vin bao gm hai bin quan st l s hi lng hon ton ca sinh vin (SAT1) v cht lng dch v gio dc cao m STU cung cp (SAT2). Bng 2.9 trnh by kt qu nh gi thang o s hi lng ca sinh vin. H s Cronbach Alpha ca thang o s hi lng sinh vin l 0.7445 v h s tng quan bin tng ca hai bin tha yu cu, u ln hn 0.5. Do cc bin u c s dng phc v cho bc phn tch nhn t khm ph tip theo. Bng 2.9: Cronbach Alpha ca thang o s hi lng ca sinh vin Bin Trung bnh thang o nu loi bin 3.3089 3.4247 Phng sai thang o nu loi bin 0.6355 0.6433 Tng quan tng bin 0.5931 0.5931 Alpha nu loi bin . .

SAT1 SAT2 Alpha = 0.7445

b. Phn tch nhn t khm ph EFA (Exploratoty Factor Analysis) Cc thang o c nh gi tin cy bao gm thang o cht lng dch v o to (20 bin quan st) v thang o s hi lng ca sinh vin (2 bin quan st) u iu kin thc hin bc tip theo l phn tch nhn t khm ph. Phn tch nhn t khm ph c tc dng (1) gim s lng bin quan st v (2) khm ph ra nhng nhn t c bn trong cha cc nhm bin c lin h qua li ln nhau (phn loi bin s) N ghin cu tip tc s dng phn mm SPSS phn tch nhn t khm ph. Kt qu phn tch nhn t khm ph c trnh by trong cc bng pha di v c th xem thm trong phn ph lc 2.5. Cc kt qu phn tch nhn t c gii thch bng cc l thuyt thng k trong kinh doanh ng thi phi tha mn mt s iu kin ca phn tch nhn t. S c mt s bin b loi b ra khi thang o sau khi hon thnh qu trnh phn tch nhn t. Mt s tiu chuNn phc v cho qu trnh phn tch nhn t: Mu: theo l thuyt, kch thc mu khi tin hnh phn tch nhn t phi ln (>50) v phi gp i s bin quan st (Hair & ctg, 1998).

Trang 46 Trong nghin cu ny, s quan st l 518 v gp 23,54 ln so vi s bin quan st. N h vy kch thc mu ca nghin cu l hp l. Kaiser Meyer Olkin (KMO) v Bertletts Test: KMO l mt ch s dng xem xt s thch hp ca phn tch nhn t vi d liu ca mu. Tr s KMO ln (gia 0.5 v 1) c ngha l phn tch nhn t l thch hp, cn nu nh hn 0.5 th phn tch nhn t c kh nng khng thch hp vi cc d liu. N goi ra c th p dng c phn tch nhn t th cc bin quan st phi tng quan vi nhau. Kim nh Bartlett vi gi thuyt l khng (H0) l cc bin khng tng quan vi nhau. N u xc sut ca tr thng k ny nh hn 0.05 th bc b gi thuyt trn ng ngha vi vic cc bin c tng quan vi nhau v vic p dng phn tch nhn t l thch hp. Xc nh s lng nhn t Tiu chuNn Kaiser (Kaiser criterion): xc nh s nhn t c trch t thang o. Cc nhn t km quan trng b loi b, ch gi li nhng nhn t quan trng bng cch xem xt Eigenvalua. Eigenvalua i din cho phn bin thin c gii thch bi mi nhn t. Ch c nhn t no c Eigenvalua ln hn 1 mi c gi li trong m hnh phn tch. Tiu chuNn phng sai trch (Variance explained criteria): tng phng sai trch khng c nh hn 50%. H s ti nhn t (Factor loadings): l nhng h s tng quan n gia cc bin v cc nhn t. thang o t c gi tr hi t, cc bin phi c h s ti nhn t ln hn 0.5 trong mt nhn t. t c gi tr phn bit (Discriminant validity), khc bit gia cc h s ti nhn t ca mi bin trong cc nhn t phi ln hn 0.3 (Jabnoun & ctg, 2003) Phng php trch c chn phn tch thang o:

Trang 47 Phng php trch Principal components (phng php phn tch nhn t rt thnh phn chnh) vi php quay Promax c p dng cho thang o a hng nh thang o cht lng dch v v n phn nh cu trc d liu chnh xc hn cc phng php khc trong vic khm ph nhn t mi i vi thang o n hng nh thang o s hi lng ca sinh vin, phng php trch principal components vi php quay Varimax c s dng nhm gim s lng bin. Tm li da vo cc tiu chuNn trn, phng php phn tch nhn t khm ph c tin hnh cho thang o cht lng dch v gio dc v thang o s hi lng ca sinh vin. Thang o cht lng dch v Bng 2.10: Kt qu phn tch nhn t ca thang o cht lng dch v Bin TAN 1 TAN 2 TAN 4 EMP1 EMP2 EMP3 EMP4 REL1 REL2 REL3 REL4 RES2 RES3 RES4 hn t 1 0.812 0.747 0.647 0.666 0.525 0.693 0.579 0.839 0.538 0.700 0.651 0.664 0.767 0.680 2 3

Trang 48 ASS1 ASS4 Eigenvalua Phng sai trch (%) Cronbach alpha KMO Extraction Method: Principal Component Analysis. Rotation Method: Promax with Kaiser N ormalization Rotation converged in 6 iterations Tin hnh phn tch EFA v tin cy cronbach alpha, kt qu phn tch thang o cht lng dch v (cn 16 bin ) c trnh by bng 2.10. Chi tit phn tch nhn t xem ph lc 2.5. H s KMO ( 0.923) v Bartletts test (Sign 0.000) trong phn tch nhn t tha mn cc iu kin trnh by trn. iu ny c ngha l vic tin hnh phn tch nhn t trong nghin cu ny l ph hp. Trong qu trnh phn tch nhn t, cc bin TAN 3 th vin hin i, c ngun ti liu phong ph, c cp nht thng xuyn thuc thnh phn s cm thng; bin ASS2 chng trnh o to ca STU ph hp tt vi nhu cu thc tin v bin ASS3 ging vin c hc v v trnh chuyn mn cao thuc thnh phn s m bo; v bin RES1 STU lun thng bo y v kp thi cc vn lin quan n sinh vin c h s ti nhn t khng t yu cu (0.493, 0.412, 0.383 v 0.488 < 0.5). Do bn bin ny b loi. Cc bin ASS2 v ASS3 b loi ra khi thang o c th l do sinh vin cha kinh nghim v trnh nhn bit v s ph hp ca chng trnh o to vi nhu cu thc tin cng nh trnh chuyn mn ca cc ging vin. Bin TAN 3 khng ph hp vi thang o do cc sinh vin vn cha thc s quan tm n vic tm kim ngun ti liu phc v cho nhu cu hc tp ti th vin. Bin RES1 c ni dung gn ging nh bin REL2 thuc thnh phn tin cy nn cng b loi ra khi thang o. 6.060 37.875 0.8325 1.226 45.538 0.7167 0.923 0.616 0.558 1.084 52.312 0.7460

Trang 49 Xem xt tiu chuNn Kaiser da trn Eigenvalua v tiu chuNn phng sai trch th c 3 nhn t c trch ti Eigenvalue 1.084 v phng sai trch l 52, 312%. H s ti bin ca tt c cc bin u tha yu cu l khng nh hn 0.5 v khc bit gia cc h s ti bin ca mi bin trong cc nhn t khng nh hn 0.3. Thang o cht lng dch v mi c hnh thnh gm 16 bin quan st c nhm thnh 3 nhn t v c ngha cho vic nghin cu. tin cy ca thang o cng c kim chng khi h s tng quan bin tng u ln hn 0.3 v Cronbach Alpha ln hn 0.65. Tm li, theo cc tiu chuNn trong phn tch nhn t khm ph, thang o cht lng dch v t c tin cy, gi tr hi t v gi tr phn bit. Thang o cht lng dch v bao gm 16 bin nhm thnh 3 nhn t. N hn t th nht bao gm 3 bin thuc thnh phn tnh hu hnh (TAN 1, TAN 2, TAN 4) v 4 bin thuc thnh phn s cm thng (EMP1, EMP2, EMP3, EMP4). Xem xt li ngha ca cc bin quan st v cc cu hi c a ra trong bng cu hi, ta thy cc bin c nhm trong nhn t th nht ch yu lin quan n mi trng ging dy v hc tp ti STU bao gm cc yu t v vn ha v cc yu t vt cht phc v cho qu trnh ging dy. Chnh v vy, ta c th gi nhn t th nht ny l nhn t mi trng ging dy (FAC_EN V). N hn t th hai bao gm 4 bin bao gm thuc tin cy (REL1, REL2, REL3, REL4) nn c gi tn tin cy (FAC_REL). Cui cng l nhn t th ba bao gm 3 bin lin quan n s p ng (RES2, RES3, RES4) v 2 bin lin qua n s m bo (ASS1v ASS4), ta gi chung l s p ng (FAC_RES). Thnh phn s m bo b loi ra khi thang o. N h vy thang o cht lng dch v mi bao gm 3 nhn t mi vi 16 bin c chp nhn cho cc phn tch tip theo. S xut hin thang o mi vi cc nhn t khng trng vi cc nhn t gc ca thang o SERVPERF khng nh rng cc nhn t ca cht lng dch v thay i theo tng th trng v tng loi hnh dch v. Tm li thang o cht lng dch v bao gm 3 nhn t vi 16 bin c chp nhn cho phn tch tip theo.

Trang 50 Thang o s hi lng ca sinh vin Kt qu phn tch nhn t khm ph cho thang o s hi lng ca sinh vin t phn mm SPSS c trnh by ph lc 2.5. Theo kt qu phn tch (trnh by bng 2.11), phn tch nhn t trch c 1 nhn t vi tng phng sai trch l 79.653 %, ti eigenvalue 1.593, tt c cc bin u c h s ti bin khng nh hn 0.5. tin cy vi cc h s tng quan bin tng u ln hn 0.3 v Alpha ln l 0.7445 ln hn 0.65. Bng 2.11: Kt qu nhn tch nhn t ca thang o s hi lng ca sinh vin Bin SAT1 SAT2 Extraction Method: Principal Component Analysis. KMO Sig. Tng phng sai trch (%) Eigenvalua Cronbach alpha hn t 0.892 0.892 0.500 0.000 79.653 1.593 0.7445

N h vy thang o s hi lng ca sinh vin t c tin cy, gi tr hi t. Thang o bao gm mt nhn t v hai bin c chp nhn cho phn tch tip theo. Tm li sau khi phn tch nhn t khm ph, ch c thang o cht lng dch v l c s thay i v cc bin trong tng nhn t. Thang o s hi lng ca sinh vin vn gi nguyn, khng thay i. 2.2.3.3 iu chnh m hnh nghin cu v cc gi thuyt

Kt qu phn tch nhn t khm ph cho thy thang o cht lng dch v c xc nh bi 3 nhn t vi 16 bin quan st. Ba nhn t c xc nh l mi trng ging dy (FAC_EN V) bao gm 7 bin quan st, s tin cy (FAC_REL) bao gm 4 bin quan st v s p ng (FAC_RES) bao gm 5 bin quan st. Do m hnh nghin cu cn c hiu chnh li cng vi cc gi thuyt. Hnh 2.4 trnh by m hnh nghin cu hiu chnh

Trang 51
Mi trng ging dy (FAC_EN V)

H1(+) S hi lng ca sinh vin trng STU v dch v gio dc (SAT)

tin cy (FAC_REL)

H2 (+)

H3 (+) S p ng (FAC_RES)

Hnh 2.4: M hnh nghin cu hiu chnh Cc gi thuyt H1: khi mi trng ging dy c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng. H2: khi mc tin cy c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng. H3: khi mc p ng c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng. 2.2.3.4 Kim nh m hnh

Da vo m hnh nghin cu hiu chnh, ta thy c mi quan h gia cc nhn t mi trng ging dy, s tin cy v s p ng vi nhn t s hi lng ca sinh vin. V mt ton hc, mi quan h trn c th hin bng hm s SAT = f(FAC_E V, FAC_REL, FAC_RES) <2.1> Trong gi tr ca mi nhn t c lp l trung bnh ca cc bin to thnh nhn t . a. Thng k m t Cc bin c lp v bin ph thuc phng trnh 2.1 c kho st s b qua cc i lng thng k m t c trnh by trong bng 2.12.

Trang 52 Bng 2.12: Kt qu thng k m t cc nhn t o lng cht lng dch v hn t FAC_EN V FAC_REL FAC_RES SAT Trung bnh 3.4377 3.5907 3.3402 3.3668 lch chu n 0.63207 0.72465 0.62176 0.71365

518 518 518 518

Kt qu cho thy hu ht sinh vin nh gi cha tt v cht lng dch v. Sinh vin tm hi lng v mi trng ging dy v mc tin cy m STU mang li trong cc hot ng lin quan n qu trnh hc tp. Mc p ng ca STU cha c nh gi cao th hin im nh gi trung bnh l 3.3402. Cui cng nhn chung, sinh vin khng tha mn khi nhn c dch v gio dc ca STU. N h vy cc s nh gi ca sinh vin v cc nhn t l tng ng vi nhau. b. Phn tch tng quan Trc tin, mi quan h gia cc nhn t lin quan n cht lng dch v vi nhn t s hi lng ca sinh vin c xem xt thng qua vic phn tch tng quan Pearson. H s tng quan Pearson c tnh ton lng ha mc cht ch ca mi lin h tuyn tnh gia hai bin nh lng. Khi gi tr tuyt i ca h s tng quan Pearson nm trong khong t -1 n 1 ta c th kt lun hai bin c mi tng quan cht ch. Kt qu phn tch tng quan Pearson th hin trong ma trn tng quan, c trnh by trong bng 2.13 di y (xem thm ph lc 2.6) Bng 2.13: Kt qu phn tch tng quan Pearson FAC_E V FAC_REL FAC_RES SAT 1 FAC_E V 0.567(**) 1 FAC_REL 0.642(**) 0.529(**) 1 FAC_RES 0.700(**) 0.441(**) 0.554(**) 1 SAT ** Tng quan t mc ngha 0.01 (2-tailed). = 518 T kt qu phn tch tng quan, nhn thy rng s tha mn ca sinh vin c tng quan tuyn tnh cht vi 3 bin c lp v c mc ngha mc 0.01. H s

Trang 53 tng quan gia bin ph thuc ( s hi lng ) v cc bin c lp tng i cao (thp nht cng l 0.441) nn s b ta c th kt lun cc bin c lp ny c th a vo m hnh gii thch cho bin s hi lng ca sinh vin. Tuy nhin s tng quan tuyn tnh gia cc bin c lp theo kt qu phn tch h s Pearson cng kh cao (thp nht l 0.529), iu ny nhc nh ta phi lu n vn a cng tuyn khi phn tch hi qui bi xem xt vai tr thc s ca cc bin c lp. c. Phn tch hi qui a bin

Qua phn tch v tng quan, m hnh c chn l m hnh hi qui tuyn tnh a bin, c th hin phng trnh 2.2 SAT = 0 + 1FAC_E V + 2FAC_REL + 3FAC_RES <2.2> Trong m hnh hi qui, c 4 bin nghin cu l mi trng ging dy (FAC_EN V), tin cy (FAC_REL), phn hi (FAC_RES) v s hi lng ca sinh vin (SAT). S hi lng ca sinh vin l bin ph thuc, ba bin cn li l bin c lp v c gi nh l cc yu t tc ng vo s hi lng ca sinh vin. Phn tch hi qui tuyn tnh c dng kim nghim m hnh v th tc chn bin l cc bin c a vo cng lc xem bin no c chp nhn (phng php Enter). Kt qu phn tch hi qui tuyn tnh a bi c trnh by trong cc bng 2.14 bng 2.15, bng 2.16 (xem thm ph lc 2.6) Bng 2.14: Kt qu hi qui s dng phng php enter ca m hnh Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate

0.714 (a)

0.509

0.507

0.50134

a Predictors: (Constant), FAC_RES, FAC_REL, FAC_EN V Kt qu hi qui tuyn tnh a bin c h s xc nh R2 l 0.509 v h s xc nh R2 iu chnh l 0.507. iu ny ni ln rng thch hp ca m hnh l 50,7% hay ni cch khc l 50,7% bin thin ca bin s hi lng ca sinh vin (SAT) c gii thch chung bi cc bin trong m hnh.

Trang 54 Bng 2.15: Bng phn tch phng sai A OVA A OVA(b)
Model Sum of Squares df Mean Square F Sig.

Regression 134.121 3 44.707 Residual 129.188 514 0.251 Total 263.309 517 a Predictors: (Constant), FAC_RES, FAC_REL, FAC_EN V b Dependent Variable: SAT

177.876

0.000(a)

Trong bng phn tch phng sai AN OVA, tr s thng k F c tnh t gi tr R square c gi tr sig. rt nh cho thy s thch hp ca m hnh hi qui tuyn tnh a bin vi tp d liu. N h vy cc bin c lp trong m hnh c quan h vi bin ph thuc, m hnh c th s dng c. Bng 2.16: Bng phn tch cc h s hi qui Coefficients(a)
Model Unstandardized Coefficients Std. B Error Standardized Coefficients Beta t Sig. Collinearity Statistics Tolerance VIF

(Constant) 0.388 0.138 2.804 FAC_EN V 0.652 0.049 0.578 13.433 FAC_REL 0.023 0.038 0.023 0.599 FAC_RES 0.196 0.048 0.171 4.086 a Dependent Variable: SAT Vi mc ngha 5% c chn trong nghin cu thng

0.005 0.000 0.549 0.000

0.516 0.632 0.547

1.937 1.581 1.827

thng, nu Sig.

<0.05 th c th ni cc bin c lp u tc ng ln bin ph thuc. Kt qu phn tch phng sai cho ta thy gi tr Sig. ca cc bin FAC_EN V v FAC_RES nh hn 0.05 do ta c th ni rng hai bin c ngha trong m hnh v c tc ng cng chiu n s hi lng ca sinh vin. Bin FAC_REL khng c ngha thng k (Sig. >0.05) nn b loi ra khi m hnh. Kt qu phn tch cc h s hi qui cho thy m hnh khng xy ra hin tng a cng tuyn tc cc bin c lp khng tc ng ln nhau do h s phng i phng sai (VIF) ca cc bin u <10.

Trang 55 N h vy kt qu hi qui th hin s hi lng ca sinh vin chu tc ng ca hai yu t l mi trng ging dy v s p ng. Cc h s hi qui chuNn ha cho bit mc tc ng ca tng bin ph thuc i vi bin c lp. Trong m hnh, yu t mi trng ging dy c ngha quan trng nht i vi s hi lng ca sinh vin do h s hi qui ca bin ny ln nht ( = 0.578) v sau l bin lin quan n mc phn hi ca STU. Phng trnh hi qui tuyn tnh ca m hnh c dng SAT = 0.388 + 0.578FAC_E V + 0.171FAC_RES d. Phn tch A OVA Phn tch AN OVA nhm tm hiu cm nhn khc nhau ca sinh vin cc khoa i vi cht lng dch v o to c STU cung cp. Bng 2.17 trnh by kt qu phn tch AN OVA mt chiu gia sinh vin cc khoa vi cc nhn t mi trng ging dy, s p ng v s hi lng ca sinh vin. Gi thuyt khng a ra l: trung bnh im nh gi ca sinh vin cc khoa v mi nhn t bng nhau. Bng 2.17: Bng kt qu phn tch A OVA: cm nhn ca sinh vin theo khoa A OVA Sum of Squares 6.615 199.934 206.549 3.355 196.509 199.865 7.360 255.949 263.309 Mean Square 6 1.102 511 .391 517 6 .559 511 .385 517 6 1.227 511 .501 517

Df

FAC_E V Between Groups Within Groups Total FAC_RES Between Groups Within Groups Total SAT Between Groups Within Groups Total

F 2.818

Sig. .010

1.454

.192

2.449

.024

Trang 56 Kt qu trn cho thy c s cm nhn khc nhau ca sinh vin mi khoa v nhn t mi trng ging dy ca STU v mc hi lng ca sinh vin mi khoa cng khc nhau (do sig. < 0.05). xc nh sinh vin khoa no cm nhn khc nhau v mi trng ging dy v mc hi lng , th tc so snh bi (kim nh Bonferroni) c thc hin. Kt qu xem trong ph lc 2.8. Kt qu kim nh Bonferroni trong phn tch phng sai mt yu t cho thy c s cm nhn khc nhau v mi trng ging dy ca sinh vin khoa in t vin thng v khoa K thut cng trnh. Mc hi lng ni chung ca sinh vin cng khc nhau gia khoa C kh v khoa K thut cng trnh. Mc ngha xem xt l 5%. 2.2.3.5 Kim nh cc gi thuyt ca m hnh nghin cu

C 3 gi thuyt cn c kim nghim. Cc gi thuyt t H1 n H3 trnh by mi quan h gia cc nhn t trong thang o cht lng dch v v s hi lng ca sinh vin. Gi thuyt H1: khi mi trng ging dy c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng khng b bc b vi mc ngha 5% (xem ct Sig. bng 2.16) Gi thuyt H2: khi mc tin cy c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng b bc b do Sig. = 0.549>0.05. Gi thuyt H3: khi mc p ng c sinh vin nh gi tng hoc gim th s hi lng ca sinh vin s tng hoc gim tng ng khng b bc b vi mc ngha 5% (xem ct Sig. bng 2.16) Gi thuyt H1 v H3 khng b bc b vi mc ngha 5% c ngha l nhn t mi trng ging dy v s p ng nh hng n mc hi lng ca sinh vin. N hng nhn t ny c ci tin s lm tng mc hi lng ca sinh vin i vi cht lng dch v o to ca STU.

Trang 57 Gi thuyt H2 b bc b. Vy nhn t tin cy khng nh hng n s hi lng ca sinh vin. Hnh 2.5 trnh by mc nh hng ca nhn t mi trng ging dy v p ng n s hi lng ca sinh vin. S hi lng ca sinh vin chu nh hng kh ln bi mi trng ging dy ti STU.
Mi trng ging dy (FAC_EN V)

+ 0.578

S p ng (FAC_RES)

+ 0.171

S hi lng ca sinh vin trng STU v dch v gio dc (SAT)

Hnh 2.5: Mc nh hng ca cc nhn t n s hi lng ca sinh vin N h vy, sau khi gii thiu tng quan v trng i hc Cng ngh Si Gn, nghin cu thc nghim c trnh by vi ba phn ni dung chnh: (1) thit k nghin cu, (2) nghin cu chnh thc v (3) kt qu nghin cu. Cch thc tin hnh nghin cu nh tnh, nh lng v phng php ra gii php nng cao mc hi lng ca sinh vin c trnh by trong phn (1) thit k nghin cu. N ghin cu chnh thc bao gm vic thit k s tin trnh nghin cu; thang o cht lng dch v c iu chnh cho ph hp vi loi hnh dch v o to; mu v thng tin v mu ca c trnh by trong phn ni dung ny. Kt qu nh gi ca sinh vin v dch v gio dc ti STU c th hin trong phn ni dung th (3). Vic kim nh cc thang o v m hnh nghin cu thng qua hai cng c chnh l h s Cronbach Alpha v phn tch nhn t khm ph EFA. Thang o cht lng dch v t tin cy, gi tr hi t v gi tr phn bit bao gm ba nhn t c tn gi l mi trng ging dy (FAC_EN V), tin cy (FAC_REL) v s p ng (FAC_RES). Thang o s hi lng ca sinh vin t tin cy v gi tr hi t. Phn tch hi qui cho thy ch cn hai nhn t l mi trng ging dy (FAC_EN V) v s p ng (FAC_RES) c mi lin h vi s hi lng ca sinh vin, gii thch cho s hi lng ca sinh vin. Phn tch AN OVA c tin hnh

Trang 58 cho thy c s cm nhn khc nhau c ngha v nhn t mi trng ging dy gia sinh vin hai khoa K thut cng trnh v in t vin thng. Mc lng ca sinh vin khoa K thut cng trnh v khoa c kh cng khc nhau. iu ny s c lu khi xut ra cc gii php nng cao cht lng.

Trang 59

CH G 3 MT S GII PHP G CAO CHT L G DNCH V O TO TI STU

Chng 2 trnh by kt qu nh gi thang o, kim nh m hnh nghin cu v cc gi thuyt a ra trong m hnh. Da vo nhng kt qu ny, chng 3 s ra nhng gii php nhm nng cao cht lng dch v ca cng ty. N i dung chng gm 3 phn chnh: (1) xc nh vn cn ci tin, (2) xc nh nguyn nhn, (3) ra gii php.

3.1 XC N H V C CI TI
Kt qu chng 2 cho thy hai nhn t nh hng n s tha mn ca khch hng l nhn t mi trng ging dy v s p ng. Da vo h s Beta chuNn ha, mc quan trng ca cc nhn t i vi s hi lng ca khch hng sinh vin c xc nh. N goi ra gi tr trung bnh ca tng nhn t th hin mc nh gi hin ti ca sinh vin i vi tng nhn t. Do nhn t cn c ci tin c th hin thng qua th th hin mi lin h gia tm quan trng v mc nh gi i vi cc nhn t. th c xy dng da trn d liu c trnh by bng 3.1. Bng 3.1: H s Beta v Mean ca cc nhn t FAC_E V FAC_RES H s Beta chu n ha 0.578 0.171 Trung bnh 3.4377 3.3402

Trang 60

Hnh 3.1: th Beta chu n ha trung bnh N hn vo th, nhn thy sinh vin nh gi km v nhn t mi trng ging dy (Mean = 3.4377). N goi ra, nhn t ny li l nhn t nh hng mnh n s hi lng ca sinh vin (Beta = 0.578). Do vy, y l nhn t cn phi u tin ci tin trc. N hn t s p ng tuy mc nh hng n s hi lng ca sinh vin khng nhiu (Beta = 0.171) nhng b nh gi km (Mean = 3.3402) nn nhn t ny cng cn phi c ci thin. Tm li, th t u tin ci tin cht lng dch v o to ti STU l: mi trng ging dy, s p ng.

3.2 XC N H GUY

Vic kho st kin sinh vin o lng mc hi lng ca h vi dch v do STU cung cp c thc hin thng qua vic phng vn trc tip vi sinh vin; pht bng cu hi thu thp d liu, nhp d liu v phn tch d liu. Bn cnh vic thu thp cc d liu nh lng, kin ca sinh vin v dch v gio dc do STU cung cp cng c ghi chp li. Kt qu phn tch nh lng phn no cho

Trang 61 thy c mc hi lng ca sinh vin i vi dch v gio dc ti STU. Kt qu c th hin trn hnh 3.1 l mt trong nhng bng chng c ngha cho vic o lng mc hi lng ca sinh vin, t nh gi c phn no cht lng dch v gio dc ca STU. Phn ny tm hiu nguyn nhn dn n s khng hi lng ca sinh vin v mi trng ging dy v s p ng. Sau nhng bin php thit yu nng cao cht lng dch v gio dc v lm tng mc hi lng ca sinh vin s c ra. Trc tin, chng ta xem xt cch thc qun l v t chc qu trnh cung cp dch v gio dc ca ca STU (xem hnh 3.2). N hn thy rng c nhiu thnh phn tham gia vo qu trnh dy v hc. Sinh vin cng l mt thnh phn tham d. Hiu qu ca cc dch v lin quan n gio dc ca STU l cao hay thp ph thuc vo hiu qu hot ng ca tt c cc phng ban, cc khoa, cc ging vin, nhn vin sinh vin v cc thnh phn tham d khc. Trn cng v l mt nh qun l, cht lng hot ng ca t chc s c nhn gc tng th v i t kin chung n ring. Tuy nhin trong lnh vc nghin cu v cht lng gio dc i hc, vic xc nh cht lng c xem mt l thch thc to ln. Chnh v vy, phm vi nghin cu ca ti ch tp trung vo nhng yu t dch v m sinh vin quan tm v lm tng s hi lng ca sinh vin t lm cho cht lng qun l v t chc dch v ca STU c hon thin hn.

Trang 62
HI N G QUN TRN

HIU TRN G G

HIU PH
Cc hot ng gio dc v o to Cc hot ng hnh chnh qun tr Cc hot ng ti chnh k ton

HIU PH
Cc hot ng nghin cu v hp tc

Phng gim th

Phng o to
(9 ngi)

Khoa
(7 ngi)

Phng cng tc SV
(7 ngi)

Phng hnh chnh

(39 ngi)

Gim c trung tm dch v

Phng ti chnh - k ton

(5 ngi)

Phng nghin cu pht trin

(3 ngi ,GV)

Gim st qu trnh dy v hc Ghi nhn sai phm Bo co vi hiu trng

C trch nhim ln k hoch, t chc v thc hin y ton b cc hot ng lin quan n vic dy v hc t lc bt u cho n khi kt thc qu trnh ging dy STU (n tip tn sv, t chc qu trnh ging dy, thi c, tt nghip) Tnh ph cp cho cc hot ng lin quan n o to Qun l d liu ca sinh vin (l lch, kt qu thi..) Gii quyt trc tip cc vn lin quan

R&D Chng trnh ging dy, chng trnh hc, phng php ging dy Ging vin Thc hnh Gii quyt trc tip vn ca sv

Cc hot ng ngoi kha cho sv Hc bng v phn thng cho sv

Cc cng vic hnh chnh qun tr Qun l nhn s v tin lng Cng tc bo tr v sa cha Cng tc v sinh

Qun l cc dch v h tr cho qu trnh ging dy (bi gi xe, cn tin, k tc x, phng photo)

K hoch ti chnh Qun tr k ton ti chnh Thu hc ph Thanh ton tin dy cho nhn vin v ging vin

R&D Website Mul media Quan h hp tc quc t

I N G GIN G VIN

QU TRN H DY V HC SIN H VIN

Hnh 3.2: B my qun l v t chc ca STU

Trang 63 3.2.1 Mi trng ging dy Theo kt qu nghin cu chng ba, nhn t ny c nh hng ln n s hi lng ca sinh vin. Trong cc trng hc i hc, nhn t ny gp phn rt ln cho hot ng dy v hc ca ging vin v sinh vin. Trong nghin cu, mi trng ging dy bao gm cc bin quan st thuc thnh phn tnh hu hnh (TAN 1, TAN 2, TAN 4) v cc bin thuc thnh phn s cm thng (EMP1, EMP2, EMP3, EMP4). Mt s nhng nguyn nhn dn n s khng hi lng ca sinh vin v mi trng ging dy c k ra di y. V kha cnh vn ha ca mi trng ging dy STU Lin quan n kha cnh vn ha ca STU, hu ht cc sinh vin u cho rng cn thit phi xy dng mt mi trng vn ha si ni, nng ng v ha ng ti STU. Sinh vin nhn xt mi trng vn ca STU tng i t nht v cha c nhng hot ng ph hp vi la tui v s quan tm ca sinh vin. Hin nay, mi nm STU ch t chc khong t 5 - 10 hot ng ngoi tri, cc bui sinh hot tp th, cc phong tro th dc th thao, cc bui hi tho v cc vn sinh vin quan tm cha k n sc ht ca cc hot ng ny i vi sinh vin khng cao. L do l cc bc ca qu trnh hoch nh, t chc cha mang tnh chuyn nghip v thiu phi hp nhp nhng gia phng cng tc sinh vin hc sinh, khoa v cc phng ban h tr. (EMP2, EMP3). V gi gic ging dy ti STU, sinh vin cho rng vn cha hon ton thun tin cho h. Cc bui hc ca sinh vin khng c xp ton b vo mt bui (hoc sng, hoc chiu) m xp sng chiu xen k nn rt kh khn cho sinh vin trong vic sp xp thi gian i hc hoc i lm thm ngoi thi gian hc chnh qui ti trng (EMP4) V c s vt cht, trang thit b ca STU Mc d STU c s u t thch ng cho c s vt cht, trang thit b ca trng tuy nhin nhn chung vn cha p ng tt c nhu cu o to v hc tp ca sinh vin. Phng my tnh v h thng my tnh l vn b sinh vin than

Trang 64 phin nhiu nht. S lng sinh vin trng rt ng (khong hn 4000 sinh vin h chnh qui tp trung) v c trng ca trng l trng k thut nn cc gi thc hnh trn my tnh chim phn ln thi gian hc ca sinh vin. Tuy nhin h thng my tnh hin ti vi hn 10 phng v 300 my tnh vn khng th no gii quyt c nhu cu hc tp ca sinh vin. Bn cnh , theo mt s kin xut pht t sinh vin, my tnh ti cc phng my hin nay kh c k gy kh khn cho qu trnh hc tp trn my ca sinh vin nh cc my thng xuyn b ng, phn mm b li, chut khng hot ng. Theo qui trnh lm vic ca trung tm my tnh ca trng, cui mi ngy, nhn vin trung tm mi tng kt v khc phc s h hng ca ton b h thng my tnh v trung tm cng cha c y cc thit b d tr thay th khi my tnh b h hng nh c th sa cha v thay thit b ngay lp tc (TAN 2). i vi sinh vin i hc xa nh, k tc x ca trng l rt quan trng. K tc x ca trng va c xy dng vi s lng phng cha c khong 500 sinh vin. N h vy l qu nh v khng phng cho s lng sinh vin xa nh chim t l ln (hn 65%) ang hc ti trng. N goi ra iu kin sng ca k tc x ca trng vn cha p vi tiu chuN n cuc sng ca sinh vin hin nay (TAN 4) Cn tin l mt ti m cc sinh vin cng quan tm rt nhiu. Vi thi kha biu c sp nh hin nay, sinh vin cc khoa hu ht u phi ngh tra ti trng t nht 3 ngy. C rt nhiu kin khng hi lng ca sinh vin v dch v ca cn tin. Cn tin ca trng hin nay c din tch rt nh nu so snh tng quan vi lc lng sinh vin theo hc ti trng (ch khong 70 m2). Vi khng gian nh nh vy, vic sp xp bn gh b hn ch, sinh vin vo cn tin n thng xuyn khng tm c ch ngi, c bit l vo gi cao im (bui tra). N goi ra, n thc ung ca cn tin khng phong ph v a dng, cc mn n thng b trng lp, t thay i theo ngy. Vi khong 4 5 nhn vin, cn tin lun b sinh vin than phin v vic chm tr trong phc v v s thiu chuyn nghip ca nhn vin. Cui cng, vn m sinh vin cha hi lng nht v cn tin ca trng l vn gi c. Theo kin ca cc sinh vin, gi n thc ung ti cn tin tng i

Trang 65 cao, khng ph hp vi ti tin ca sinh vin. N hng l do k trn l nguyn nhn khin rt nhiu sinh vin ca trng ra ngoi trng n tra bt k thi tit tt hay xu. R rng, cn tin ca trng hot ng cha hiu qu v cha p ng c nhu cu ca sinh vin (TAN 4). Trn y l nhng nguyn nhn dn n s khng hi lng ca sinh vin v nhng yu t thuc mi trng ging dy ca STU. N hng nguyn nhn k trn l nhng nguyn nhn tim tng. N guyn nhn gc r ca vn ph thuc vo ngun ti chnh v chin lc pht trin ca STU. STU hnh thnh v pht trin tnh n nay l 10 nm vi hai khu nh hc. N gun vn huy ng t cc c ng h tr cho vic xy dng v pht trin trng. Thi gian va qua, phn ln ngun vn ca trng dnh cho vic u t xy dng c bn, c th l hai khu nh hc. C rt nhin khon mc u t cn ngun vn huy ng ny. Cc c ng c quyn la chn cc khon mc u t trong tng lai. Cc vn k trn s dn c quan tm gii quyt theo th t u tin. N h cp n trn, vic t chc cc hot ng, cc phong tro, cc bui hi tho thng c thc hin bi phng cng tc sinh vin hc sinh. S b tr khng hp l v trnh nhn vin ca phng l nguyn nhn gc r ca vn . Tt c cc nhn vin ca phng u khng c hun luyn chuyn mn v cc cng vic mang tnh cht x hi, phong tro. Chuyn mn ca h ch yu l in t, s phm hay ngoi ng v vy h khng c k nng v thiu chuyn nghip trong vic t chc cc hot ng gii tr v t chc s kin cho sinh vin. Ring vi cc khoa, do hn ch v mt s lng ging vin v s gi ln lp ca ging vin qu nhiu nn hu nh cc khoa thi gian v lc lng phi hp vi phng cng tc sinh vin hay t chc cho sinh vin nhng bui sinh hot chuyn , nhng hot ng ngoi kha Hin ti, khoa Cng ngh Thc phN m l khoa mnh nht v vic t chc cc bui sinh hot chuyn cho sinh vin ti trng. 3.2.2. S p ng S p ng ca dch v cung cp c s im trung bnh thp bao gm 4 bin quan st phn nh s khng hi lng ca sinh vin. Hay ni cch khc nhn t ny

Trang 66 phn nh cch m STU cung cp dch v cho sinh vin. Mc d theo nghin cu nhn t ny t c nh hng n s hi lng ca sinh vin nhng khng c ngha l khng cn phi ci thin. S hi lng ca sinh vin i vi nhn t ny c th hin nhng im sau: Sinh vin hu nh khng hi lng vi thi ca cc nhn vin trong vic gii quyt cc vn ca h. Cc nhn vin thng rt bn rn c th tr li cu hi ca sinh vin mt cch nhanh chng v vui v. i khi sinh vin nhn c nhng cu tr li khc nhau trong nhng thi im khc nhau i vi cng mt cu hi. Bn cnh i khi h cha sn sng gip sinh vin gii quyt vn ca h ((RES2, RES3, ASS1). S than phin ca sinh vin thng dnh cho nhn vin ca phng o to, cc khoa v phng cng tc sinh vin hc sinh do y l nhng b phn gp g v tip xc trc tip vi sinh vin. Lc lng ging vin cng l thnh phn tng tc trc tip vi sinh vin, nh hng n s hi lng ca sinh vin. STU, ging vin ca cc khoa a phn l tr v cha c nhiu kinh nghim sng nn i khi khng tr li c nhng cu hi ca sinh vin mt cch y . N i dung bi ging cng cha thc s ph hp vi yu cu thc tin, cha sinh ng thu ht sinh vin tham d lp y (RES4). Bn cnh , bng cch a ra nhng kin ring trong bng cu hi kho st, mt vi sinh vin cng trnh by cm nhn ca h v thi khng thn thin ca mt s gio vin tr trong lc h ln lp chng hn nh kiu cng, thiu nhit tnh i vi bi ging v sinh vin. Chnh thi ny l nguyn nhn dn n s phn ng ngc li khng ng c t sinh vin. Thi kh chu, thiu nhit tnh ca nhn vin v sinh, nhn vin bi gi xe, nhn vin dch v photocopy cng c mt s sinh vin cp n. Chng hn nhn vin v sinh thng t ra kh chu v gic sinh vin ra v ngay khi kt thc bui hc trong khi sinh vin li cho nhu cu hp nhm hc tp. iu ny cho thy s thiu chuyn nghip trong cch ng x ca nhn vin STU v bin ny b nh gi bng nhng s im thp ch sau bin RES2 (ASS1).

Trang 67 N hn t s p ng lin quan nhiu n cht lng dch v. N h vy, sau khi thu nhn kin ca sinh vin v cht lng dch v, d liu c sp xp v h thng ha. Bng k thut phng vn sau vi cp qun l, chng ti xy dng biu nguyn nhn v kt qu cho trng hp nhn t s p ng. (Xem hnh 3.3)
Con ngi
Thiu ht nhn s trong cc v tr thit yu i ng ging vin c hu: tr, thiu kinh nghim ging dy, t tip cn thc t N hn vin khng c hun luyn, ging vin khng c khch l Trnh chuyn mn ca nhn vin thp v cch thc lm vic khng chuyn nghip Lng bng cha cao, qui nh trch nhim cha cht ch Trng ta lc v tr xa trung tm thnh ph, vic i li rt bt tin ng vo trng ly li, thng xuyn b ngp sau cn ma, kh khn trong vic i li

Thng tin
Website ca trng khng pht huy c tc dng, cp nhp thng tin chm Qui trnh, th tc lm vic ca cc phng ban, phc tp, khng r rng, mu thun

Qun l

Qui nh v trch nhim cha r rng v bt hp l Thiu cc qui nh v gii trnh trch nhim Qun l cn mang tnh bao cp Thiu cc qui nh, th tc, hng dn bng vn Thiu s phi bn hp ng b gia Bng thng tin t v cc b phn trong tr khut, khng thun h thng tin

Thiu my vi tnh c cu hnh Thiu s nh gi v cht mnh v my in phc v cho lng nh k cng vic ca nhn vin v ging vin (2 3 nhn Bo co ca phng thanh vin/my in) tra cha pht huy c tc Thiu my mc, trang thit dng b trong cc phng th Tiu chuN n thng pht nghim cha c th, r rng Thiu my photocopy Thang o hiu qu lm Thiu my Projector, my vic ca nhn vin bt hp chiu, micro khng dy, l gy phn ng mng h thng loa c k tiu cc t nhn vin Thiu phng sinh hot ring cho sinh vin v ging vin

S p ng

Mi trng

CSVC, trang thit b

o lng

Hnh 3.3: Biu nguyn nhn v kt qu cho nhn t s p ng

Trang 68

3.3 XUT GII PHP

nng cao cht lng dch v ca STU v lm cho qu trnh cung cp dch v ca STU tt hn, mt s gii php c a ra: Gii php 1: iu chnh b my qun l Trc ht cn phi iu chnh b my qun l v b nhim nhn s cho cc v tr thit yu. C mt vi s b nhim cn phi c sp xp mt cch nhanh chng. c bit i vi v tr hiu ph chuyn v lnh vc gio dc v o to m hin nay trng cn khuyt. Cc hot ng lin quan n lnh vc gio dc v o to ca trng bao gm hot ng ca Phng o to, Phng Thanh tra, Phng cng tc sinh vin hc sinh v cc Khoa u c tin hnh di s ch o v qun l ca Hiu trng. Lnh vc ny l mt lnh vc phc tp i hi mt Hiu ph c kinh nghim qun l v trnh chuyn su trong lnh vc gio dc gii quyt v x l ng thi tham mu cho Hiu trng nhng vn lin quan n gio dc v o to nh chng trnh o to, qun l v lu tr h s sinh vin, tuyn sinh. Hnh 3.4 th hin s b my qun l ngh. Gii php 2: i mi cng tc qun l tin trnh cung cp dch v Xem xt li v i mi cng tc qun l tin trnh cung cp dch v ca STU bng cch xy dng mt h thng cc qui nh/ th tc hnh chnh cc hng dn bng vn bng, giy t mt cch r rng v rnh mch, trnh tnh trng vn bn ny mu thun vi vn bn kia, gy kh khn cho qu trnh thc hin cng vic ca cc i tng lin quan. N goi ra cn thit k li nhng qui nh lin quan n cng tc ging dy mt cch cht ch v c th d xc nh trch nhim. N goi ra vic s dng v khng ngng ci tin thang o nh gi cht lng dch v v s hi lng ca sinh vin mt cch thng xuyn l cn thit. iu ny gip nh trng nhn bit c cht lng dch v cung cp t khng ngng ci tin cht lng dch v mang li s hi lng cao nht cho khch hng sinh vin.

Trang 69 Duy tr v ci tin nhng nhn t then cht nh hng n s hi lng ca sinh vin. Tip tc khai thc v pht huy nhng chin lc trung tm ca STU trong k hoch ging v dy hc. Ci tin qui trnh phc v ca trung tm dch v hc ng c bit l cc hot ng ca cn tin v mt khng gian, mn n, gi c, phong cch phc v v vn v sinh an ton thc phN m. Gii php 3: Bi dng v pht trin ngun nhn lc Tp trung vo vic bi dng v pht trin ngun nhn lc v i vi mt qui trnh dch v, yu t con ngi v qun l con ngi l cha kha quan trng nht dn n thnh cng. C th cn: B sung thm nhn s cho phng o to v hin nay khi lng cng vic m phng ny x l chim mt khi lng rt ln, t bao qut n chi tit ton b hot ng lin quan n o to ca trng. i ng nhn vin hin nay ch c 9 ngi. Cn phi b sung thm t nht 3 nhn vin cho phng ny. Ti t chc, b tr li nhn vin phng cng tc sinh vin. Ci t v b tr li nhn vin ca trung tm dch v hc ng. Tp trung vo cng tc o to bao gm o to nghip v cho nhn vin cc phng ban v khuyn khch nng cao trnh chuyn mn nghip v ca cc ging vin. Cn thng xuyn cho nhn vin cc phng ban hc thm cc lp bi dng nghip v t chc ngay ti trng hay ra ngoi, c bit l cc lp nhm nng cao k nng giao tip ca nhn vin. i vi ging vin c hu, cp kinh ph cho h hc cc lp nng cao trnh chuyn mn nh chng trnh o to thc s trong v ngoi nc, cc lp hc chuyn bi dng kin thc chuyn ngnh Thay i chnh sch lng bng v i ng hin ti ang gy bt mn cho cn b cng nhn vin.

Trang 70 nh gi nhn vin thng xuyn hn, 3 ln/ nm (hin nay thng l 1 ln/ nm), cc chuN n mc nh gi cn r rng ng thi qui nh thng pht cng minh. C chnh sch thu ht v i ng ngun nhn lc c cht lng cao vo nhng v tr trng yu ca trng. Gii php 4: ng cao cht lng gi ging Tng cng qun l cht lng gi ln lp ca ging vin, nng cao cht lng ca qui trnh dch v ny. Thit lp cc t b mn cc ging vin c th trao i c kinh nghim v chuyn mn vi nhau. Khuyn khch v h tr ging vin tr i thc t bn ngoi thu nhn thm kin thc, gim khong cch gia l thuyt v thc t lm cho bi ging ca ging vin c tnh ng dng cao hn, p ng nhu cu x hi. Gii php 5: To mi trng hc tp lnh mnh v phong ph cho sinh vin sinh vin va hc, va chi trong mt mi trng hc tp tt hn, trng cn quan tm gii quyt: Tu sa li con ng pha trc trng gip vic i li ca sinh vin thun li hn. u t cho h thng th vin ngy mt hin i, cp nht thng xuyn hn vi nhiu u sch c gi tr p ng nhu cu hc tp ca sinh vin. u t sm mi v trang b li h thng my vi tnh p ng nhu cu hc thc hnh ca sinh vin. Hin ti, trng u t ci to sn bng , sn bng r v sn bng chuyn phc v cho nhu cu gii tr ca sinh vin sau gi hc Tm li, chng ny trnh by qu trnh xut mt s gii php nng cao cht lng dch v ca STU. Cc vn c xp th t u tin cn gii quyt

Trang 71 thng qua phn tch th bta chuN n ha trung bnh. C 5 gii php c a ra nhm ci tin cht lng dch v.

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HI N G QUN TRN

HIU TRN G G

HIU PH
Cc hot ng gio dc v o to

HIU PH
Cc hot ng hnh chnh qun tr Cc hot ng ti chnh k ton

HIU PH
Cc hot ng nghin cu v hp tc

Phng gim th

Phng o to
(9 ngi)

Khoa
(7 ngi)

Phng cng tc SV
(7 ngi)

Phng hnh chnh

(39 ngi)

Gim c trung tm dch v

Phng ti chnh - k ton

(5 ngi)

Phng nghin cu pht trin

(3 ngi ,GV)

Gim st qu trnh dy v hc Ghi nhn sai phm Bo co vi hiu trng

C trch nhim ln k hoch, t chc v thc hin y ton b cc hot ng lin quan n vic dy v hc t lc bt u cho n khi kt thc qu trnh ging dy STU (n tip tn sv, t chc qu trnh ging dy, thi c, tt nghip) Tnh ph cp cho cc hot ng lin quan n o to Qun l d liu ca sinh vin (l lch, kt qu thi..) Gii quyt trc tip cc vn lin quan

R&D Chng trnh ging dy, chng trnh hc, phng php ging dy Ging vin Thc hnh Gii quyt trc tip vn ca sv

Cc hot ng ngoi kha cho sv Hc bng v phn thng cho sv T vn tuyn sinh

Cc cng vic hnh chnh qun tr Qun l nhn s v tin lng Cng tc bo tr v sa cha Cng tc v sinh

Qun l cc dch v h tr cho qu trnh ging dy (bi gi xe, cn tin, k tc x, phng photo)

K hoch ti chnh Qun tr k ton ti chnh Thu hc ph Thanh ton tin dy cho nhn vin v ging vin

R&D Website Mul media Quan h hp tc quc t

I N G GIN G VIN

QU TRN H DY V HC SIN H VIN

Hnh 3.4: B my qun l c cu trc li ca STU

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KT LU
Mc tiu ca nghin cu ny c trnh by phn m u, gm (1) Tm ra c nhng nhn t v cht lng dch v h tr qu trnh dy v hc nh hng n s hi lng ca sinh vin hin ang theo hc h chnh qui ti STU; (2) o lng c cht lng chung ca dch v gio dc STU thng qua s hi lng ca sinh vin v (3) xut c mt s gii php nhm nng cao cht lng dch v gio dc ca STU.. Chng mt gii thiu c s l thuyt lin quan n dch v, cht lng dch v v m hnh nghin cu; trn c s ra m hnh nghin cu trong trng hp STU. Cc c s l thuyt v cht lng dch v, cht lng dch v lin quan n o to, s hi lng ca khch hng c trnh by. M hnh nghin cu biu din s tc ng ca nhn t cht lng dch v n s hi lng ca khch hng c xy dng cng vi cc gi thuyt. Chng hai trnh by ton b nghin cu bao gm phng php nghin cu nhm nh gi thang o v kim nh m hnh t xc nh nguyn nhn v xut mt s gii php nhm nng cao cht lng dch v cung cp ca STU. Phng php s dng cho nghin cu bao gm (1) nghin cu nh tnh vi k thut tho lun nhm v (2) nghin cu nh lng vi bng cu hi. Trong nghin cu nh lng mu c chn theo phng php chn mu phi xc sut c hn ngch. C mu thu c l 518, t hn 30% so vi tng th. Kt qu nghin cu cng c trnh by trong chng ny. tin cy v phn tch nhn t khm ph c s dng nh gi thang o v m hnh nghin cu c kim nh thng qua phn tch tng quan v hi qui tuyn tnh a bin. Chng ba trnh by mt s gii php nng cao cht lng dch v o to ca STU da trn kt qu nghin cu v nhng kin v dch v c thu nhn trc tip t sinh vin Mc ch ca phn kt lun ny l tm tt kt qu ch yu v a ra mt s kin ngh t nghin cu. Phn ny bao gm 2 phn: (1) Cc kt qu chnh v

Trang 74 ngha ca nghin cu, (2) Cc hn ch ca nghin cu v hng cho cc nghin cu tip theo. Kt qu chnh v ngha ca nghin cu Thang o cht lng dch v i vi trng hp ca STU t tin cy v gi tr cho php. Thang o bao gm 3 nhn t: tin cy, s p ng v mi trng ging dy. Thang o s hi lng ca khch hng cng t tin cy v gi tr cho php ca thang o. M hnh cc yu t nh hng n s hi lng ca sinh vin trong trng hp STU bao gm 3 nhn t: tin cy, s p ng v mi trng ging dy. Tuy nhin kt qu kim nghim m hnh v thng qua phn tch hi qui tuyn tnh a bi, c hai nhn t nh hng n s hi lng ca sinh vin l s p ng v mi trng ging dy. V mc nh hng, nhn t mi trng ging dy nh hng n s hi lng ca sinh vin STU nhiu hn nhn t s p ng v c hai nhn t ny u b nh gi vi im s kh thp. Chnh v th cn phi tm nguyn nhn v a ra gii php ci tin hai nhn t ny t lm tng s hi lng ca sinh vin STU. Kt qu trn c ngha nh sau: Gp phn o lng s hi lng ca sinh vin trng STU ni ring v nhng trng i khc trong h thng cc trng i hc t thc. Xc nh nhng nhn t chnh nh hng n s hi lng ca sinh vin. Mt s gii php c ngh nhm ci tin cht lng dch v ng thi pht huy nhng th mnh ca STU Hn ch v hng nghin cu tip Hn ch ca nghin cu trc ht l v phm vi nghin cu. N ghin cu ch c tin hnh ti trng i hc Cng N gh Si Gn, mt trng i hc t thc vi qui m va v nh nn tnh khi qut ca nghin cu khng cao. N c th khng hu dng cho h thng cc trng i hc cng lp.

Trang 75 Hn ch th hai thuc v i tng khch hng la chn tin hnh nghin cu. N ghin cu c tin hnh ch yu tp trung vo cht lng dch v c cm nhn v s hi lng ca i tng sinh vin hin ang theo hc h chnh qui tp trung ti STU nn mc xc thc ca thang o cht lng cha cao. N ghin cu b qua cc i tng khch hng m s hi lng ca h cng nh gi c cht lng ca dch v nh sinh vin tt nghip, sinh vin hc h hon chnh i hc ( i lm nhng quay v trng nng cao trnh ), cc doanh nghip s dng lc lng lao ng hay ph huynh sinh vin Mt hn ch na l nghin cu ch tp trung nh gi cht lng dch v qua o lng mc hi lng ca sinh vin hin ang theo hc h chnh qui tp trung ti trng. Phm tr cht lng gio dc i hc l mt phm rt rng v rt kh c th nghin cu ht cc vn do hn ch v mt thi gian, tin bc v nhng yu t khc. Hn ch cui cng phi k n l d liu c thu thp trong mt khong thi gian tng i ngn (khong mt thng) nn gi tr phn tch thng k c th khng hon ton chnh xc. Mt s sinh vin khng tham gia vo t kho st v nhiu l do khc nhau. Tt c nhng hn ch trn l c s cho nhng nghin cu tip theo trong tng lai.

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