Article Sidebar

Tải bài báo PDF (Tiếng Việt)
Published: 2022-10-31
Abstract Views: 2676
Views Tải bài báo PDF (Tiếng Việt): 1999
DOI: https://doi.org/10.52932/jfm.vi70.216
Issue
No. 70 (2022)
Section
Research Articles
How to Cite
Tuấn, T. A., & Giang, L. T. . (2022). Students satisfaction with the quality of online training services of universities in Ho Chi Minh City. Journal of Finance and Marketing, 13(4), 42-54. https://doi.org/10.52932/jfm.vi70.216

Students satisfaction with the quality of online training services of universities in Ho Chi Minh City

Truong Anh Tuan1, Le Thi Giang1
1 University of Finance – Marketing

Main Article Content

Abstract

This study aims to determine the factors affecting student satisfaction with the quality of online training services of universities in Ho Chi Minh City through 658 student surveys that have been participating in online training in the context of the impact of the Covid-19 pandemic. The study uses a combination of qualitative research methods through group discussions and quantitative research methods processed by SPSS 20 software, Cronbach's Alpha analysis tool to test the reliability of the scale, exploratory factor analysis (EFA), correlation analysis, and multiple regression analysis were used to model testing. The analysis results show that 7 factors are statistically significant to student satisfaction, which is: (1) Training program (DT); (2) Lecturers and teaching methods (Teachers); (3) Management and training support (QL); (4) Textbooks and learning materials (GT); (5) System interface (HT); (6) Technology (CN), (7) Interaction (TT). From the research results, the author proposes implications to improve student satisfaction in the context that Vietnam is heavily affected by the Covid-19 pandemic.

Article Details

Keywords

Covid-19, E-learning, Quality online training service, Satisfaction

References

Al-Rafai, A., Al-Fahad, M., Arafa, T., Son, M., & Handy, H. (2016). Measuring Satisfaction with Performance Enhancement Activities: Evidence from Business Education. International Journal of Information and Education Technology, 10, 741-753.
Amoroso, D. L., & Cheney, P. H. (1991). Testing a causal model of end-user application effectiveness. Journal of Management Information Systems, 8(1), 63-89.
Arbaugh. J. B., & Duray, R. (2002). Technological and Structural Characteristics, Student Learning and Satisfaction with Web-Based Courses: An Exploratory Study of Two On-Line MBA Programs. Management Learning, 33(3), 331-347.
Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7), 528-540.
Bates, A. W. (1997). The impact of technological change on open and distance learning. Distance Education, 18(1), 93-109. https://doi:10.1080/0158791970180108
Chen, S. H., Yang, C. C., Lin, W. T., & Yeh, T. M. (2007). Service quality attributes determine improvement priority. The TQM Magazine, 19(2), 162-175.
Collis, D.J. & Montgomery, C.A. (1995) Competing on Resources: Strategy in the 1990s. Harvard Business Review, 73(4), 118-128.
Cronin Jr., J. J., & Taylor, S. (1992). Measuring Service Quality: A Reexamination and Extension. The Journal of Marketing, 56, 55-68. https://doi.org/10.2307/1252296
Elliot, K. M., & Healy M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10(4), 1-11.
Elumalai, K. V., Sankar, J. P., Kalaichelvi R., John, J. A., Menon, N., Alqahtani, M. S. M., & Abumelha, M. A. (2020). Factors Affecting the Quality of E-Learning during the Covid-19 Pandemic from the Perspective of Higher Education Students. Journal of Information Technology Education, 19, 731-753. https://doi.org/10.28945/4628
Firdaus, A. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Research & Method in Education, 29(1), 71-89.
Gronroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18(4), 36-44.
Grossman Pamela, Smagorinsky Peter & Valencia Sheila. (1999). Appropriating Tools for Teaching English: A Theoretical Framework for Research on Learning to Teach. American Journal of Education, 108(1), 1-29.
Liaw Shu-Sheng, Huang Hsiu-Mei & Chen Gwo-Dong. (2007). Surveying instructor and learner attitudes toward E-learning. Computers & Education, 49(4), 1066-1080. https://doi.org/10.1016/j.compedu.2006.01.001
LeBlanc, Gaston & Nguyen. (1997). Searching for excellence in business education: an exploratory study of customer impressions of service quality. International Journal of Educational Management, 11(2), 72-79.
Lewis, R. C., & Booms, B. H. (1983). The marketing of service quality in emerging perspectives on service marketing. Chicago, AMA, 99-107.
Lê Văn Huy, Nguyễn Thị Hà My (2007). Xây dựng mô hình lý thuyết và phương pháp đo lường về chỉ số hài lòng khách hàng ở Việt Nam. Tạp chí Ngân hàng, 12, 5-10.
Maltz, L. & Deblois, P. (2005). The EDUCAUSE Current Issues Committee. Top Ten IT Issues. EDUCAUSE Review, 40(1), 15-28.
Nguyễn Thị Ngọc Xuân (2018). Các yếu tố ảnh hưởng đến sự hài lòng của sinh viên về chất lượng dịch vụ giáo dục của Trường Đại Học Trà Vinh. Tạp chí Giáo dục, Số đặc biệt kì 1 tháng 5, 133-137.
Oliver, R.L. (1999) Whence Consumer Loyalty. Journal of Marketing, 63(4), 33-34. https://doi.org/10.2307/1252099
O'Neill, M. A., & Palmer, A. (2004). Importance-Performance Analysis: A Useful Tool for Directing Continuous Quality Improvement in Higher Education. Quality Assurance in Education: An International Perspective, 12(1), 39-52.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Pei-ChenSun, Ray J.Tsaim, GlennFinger ,Yueh-YangChen & DowmingYeh. (2006). What drives a successful e-Learning? An empirical investigation of the critical factors influencing learner satisfaction. Computers & Education, 50(4), 1183-1202. https://doi.org/10.1016/j.compedu.2006.11.007
Phạm Thị Mộng Hằng (2020). Đánh giá sự hài lòng của sinh viên với hoạt động giảng dạy E-learning ở trường Đại Học Công Nghệ Đồng Nai. Tạp chí Giáo dục, 476 (2-4), 49-54.
Piccoli, G., Ahmad, R., & Ives, B. (2001). Web-Based Virtual Learning Environments: A Research Framework and a Preliminary Assessment of Effectiveness in Basic IT Skills Training. MIS Quarterly, 25, 401-426. http://dx.doi.org/10.2307/3250989
Wang, S. & Noe, R.A. (2010) Knowledge Sharing: A Review and Directions for Future Research. Human Resource Management Review, 20, 115-131. https://doi.org/10.1016/j.hrmr.2009.10.001
Wang, Y. S. (2003). Assessment of learner satisfaction with asynchronous electronic learning systems. Information & Management, 41(1), 75-86. https://doi.org/10.1016/S0378-7206(03)00.028-4
Vũ Thúy Hằng, Nguyễn Mạnh Tuân (2013). Tích hợp các yếu tố ảnh hưởng đến hài lòng của người học vào hệ thống E-learning: Một tình huống tại trường Đại Học Kinh Tế - Luật. Tạp chí Khoa Học Đại học Sư Phạm TP.HCM, 53, 24 -33.