Evaluate learner satisfaction with the quality of training services of the University of Finance - Marketing
Ngày xuất bản:
25/11/2024
Ngày xuất bản Online:
25/11/2024
Chuyên mục:
Bài nghiên cứu
Nội dung chính của bài viết
Tóm tắt
The objective of this research is to investigate how learner satisfaction is affected by aspects of service quality. Quantitative and qualitative research methods are used in this study. Accordingly, with a qualitative method, the study conducted in-depth interviews with 20 experts in the field of higher education to evaluate the completeness and validity of the scale. Using the quantitative method, the study conducted a survey with 1,405 learners at the University of Finance and Marketing (UFM) for the purpose of evaluating the reliability of the scale and, at the same time, being used to test the research model and proposed research hypotheses. The findings of the study indicate that learner satisfaction is influenced by eight independent components. Specifically, the most important component is image, which is followed by reliability, training programs, facilities, assurance, empathy, responsiveness, and lecturers. The research findings lead the authors to suggest that the UFM should concentrate on enhancing the university's reputation so that students feel proud of them; they should also follow through on their initial promises to students; evaluate and enhance their curricula to bring them closer to international standards, make them appropriate for students, and satisfy societal demands; To better serve students, upgrade the facilities.
Abstract
The objective of this research is to investigate how learner satisfaction is affected by aspects of service quality. Quantitative and qualitative research methods are used in this study. Accordingly, with a qualitative method, the study conducted in-depth interviews with 20 experts in the field of higher education to evaluate the completeness and validity of the scale. Using the quantitative method, the study conducted a survey with 1,405 learners at the University of Finance and Marketing (UFM) for the purpose of evaluating the reliability of the scale and, at the same time, being used to test the research model and proposed research hypotheses. The findings of the study indicate that learner satisfaction is influenced by eight independent components. Specifically, the most important component is image, which is followed by reliability, training programs, facilities, assurance, empathy, responsiveness, and lecturers. The research findings lead the authors to suggest that the UFM should concentrate on enhancing the university's reputation so that students feel proud of them; they should also follow through on their initial promises to students; evaluate and enhance their curricula to bring them closer to international standards, make them appropriate for students, and satisfy societal demands; To better serve students, upgrade the facilities.
Từ khóa
Higher education; Learner satisfaction; Service quality; Student satisfaction
Chi tiết bài viết
Tài liệu tham khảo
Allam, Z. (2018). Students’ perception of quality in higher education: An empirical investigation. Management Science Letters, 8(5). https://doi.org/10.5267/j.msl.2018.4.002
Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management, 24(1). https://doi.org/10.1108/09513541011013060
Annamdevula, S. (2012). Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector. International Journal of Innovation, Management and Technology, 3(4). https://doi.org/10.7763/ijimt.2012.v3.265
Annamdevula, S., & Bellamkonda, R. S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual. Journal of Modelling in Management, 11(2). https://doi.org/10.1108/JM2-01-2014-0010
Ariyanto, A., Wahyudin, A., & ... (2020). The Effect of Soft Skills to Studentâ€TM s Work Readiness Through Learning Achievements and on the Job Training as Interviening Variable (Empirical Studies on …. Journal of Economic ….
Arpan, L. M., Raney, A. A., & Zivnuska, S. (2003). A cognitive approach to understanding university image. Corporate Communications: An International Journal, 8(2). https://doi.org/10.1108/1356328031047535
Asaduzzaman, M., Hossain, M. M., & Rahman, M. M. (2013). Service Quality and Student Satisfaction: A Case Study on Private Universities in Bangladesh. International Journal of Economics, 1(3). https://doi.org/10.11648/j.ijefm.20130103.11
Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7). https://doi.org/10.1108/03090569710176655
Azam, A. (2018). Service Quality Dimensions and Students’ Satisfaction: A study of Saudi Arabian Private Higher Education Institutions. European Online Journal of Natural and Social Sciences, 7(2).
Bakrie, M., Sujanto, B., & Rugaiyah, R. (2019). The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction on Students’ Loyalty in Higher Education Institution. International Journal for Educational and Vocational Studies, 1(5). https://doi.org/10.29103/ijevs.v1i5.1615
Butt, B. Z., & Rehman, K. U. (2010). A study examining the students satisfaction in higher education. Procedia - Social and Behavioral Sciences, 2(2). https://doi.org/10.1016/j.sbspro.2010.03.888
Chandra, T., Hafni, L., Chandra, S., Purwati, A. A., & Chandra, J. (2019). The influence of service quality, university image on student satisfaction and student loyalty. Benchmarking, 26(5). https://doi.org/10.1108/BIJ-07-2018-0212
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3). https://doi.org/10.2307/1252296
Danjuma, I., & Rasli, A. (2012). Service Quality, satisfaction and attachment in higer educaion institutions: a theory of planned behaviour perspective. Intenational Journal of Academic Research in Management, 4(2).
DeShields, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: Applying Herzberg’s two-factor theory. International Journal of Educational Management, 19(2). https://doi.org/10.1108/09513540510582426
Dhawan, S. (2022). Higher Education Quality and Student Satisfaction: Meta-Analysis, Subgroup Analysis and Meta-Regression. Metamorphosis: A Journal of Management Research, 21(1). https://doi.org/10.1177/09726225221082376
Dib, H., & Alnazer, M. (2013). Conceptual model of student satisfaction in syrian universities. European Journal of Economics, Finance and Administrative Sciences, 56.
Djajanto, L. (2017). The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia. GATR Journal of Management and Marketing Review, 2(3). https://doi.org/10.35609/jmmr.2017.2.3(10)
Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3). https://doi.org/10.1108/09684880610678568
Encabo, H. C. (2011). Canonical Correlation Analysis of Student Perception on Instructional Quality and Satisfaction. JPAIR Multidisciplinary Research, 6(1). https://doi.org/10.7719/jpair.v6i1.132
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60(4). https://doi.org/10.2307/1251898
Gruber, T., Reppel, A., & Voss, R. (2010). Understanding the characteristics of effective professors: The student’s perspective. Journal of Marketing for Higher Education, 20(2). https://doi.org/10.1080/08841241.2010.526356
Hà Nam Khánh Giao, & Ngô Thanh Tiên, (2020). Sự hài lòng của sinh viên đối với chất lượng dịch vụ đào tạo hệ Vừa làm vừa học tại UFM [Students' satisfaction with the quality of work-study training services at UFM]. https://doi.org/10.31219/osf.io/2nkxr
Hanaysha, J., Abdullah, H., & Warokka, A. (2011). Service Quality and Students’ Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness. The Journal of Southeast Asian Research. https://doi.org/10.5171/2011.855931
Hassan, G. (2008). Attitudes toward science among Australian tertiary and secondary school students. Research in Science & Technological Education, 26(2), 129-147. https://doi.org/10.1080/02635140802034762
Ho, S. K., & Wearn, K. (1996). A higher education TQM excellence model: HETQMEX. In Quality Assurance in Education (Vol. 4, Issue 2). https://doi.org/10.1108/09684889610116049
Huỳnh Thị Kim Duyên (2016). Nghiên cứu sự hài lòng của sinh viên đối với dịch vụ đào tạo tại trường đại học Tài chính – Kế toán [Study on student satisfaction with training services at the University of Finance and Accounting]. http://tailieuso.udn.vn/handle/TTHL_125/7703
Jiewanto, A., Laurens, C., & Nelloh, L. (2012). Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya. Procedia - Social and Behavioral Sciences, 40. https://doi.org/10.1016/j.sbspro.2012.03.155
Johari, M. H., Hamid, R., & Baharom, S. (2016). Students’ feedback for continuous quality improvement of materials technology course outcomes via teaching & supervision evaluation system. Journal of Engineering Science and Technology, 11(Special Issue onpendidikankejuruteraandanalambina).
Kazoleas, D., Kim, Y., & Anne Moffitt, M. (2001). Institutional image: A case study. Corporate Communications: An International Journal, 6(4). https://doi.org/10.1108/EUM0000000006148
Khan, M. M., & Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce and Social Sciences, 8(2).
Khattab, S. Al, & Fraij, F. (2011). Assessing Students’ Satisfaction with Quality of Service of Students Information System. Management & Marketing, 9(1).
Kundi, G. M., & Nawaz, A. (2014). From e-Learning 1.0 to e-Learning 2.0: Threats & Opportunities for Higher Education Institutions in the Developing Countries. European Journal of Sustainable Development, 3(1). https://doi.org/10.14207/ejsd.2014.v3n1p145
Lim Kok Seng, E., & Pei Ling, T. (2013). A Statistical Analysis of Education Service Quality Dimensions on Business School Students’ Satisfaction. International Education Studies, 6(8). https://doi.org/10.5539/ies.v6n8p136
Malik, M. E. (2010). The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab. In Journal of Management Research (Vol. 2, Issue 2).
Martirosyan, N. M., Hwang, E., & Wanjohi, R. (2015). Impact of english proficiency on academic performance of international students. Journal of International Students, 5(1). https://doi.org/10.32674/jis.v5i1.443
Mazursky, D., Labarbera, P., & Aiello, A. (1987). When consumers switch brands. Psychology & Marketing, 4(1). https://doi.org/10.1002/mar.4220040104
Molaee, M., Ansari, R., & Teimuori, H. (2013). Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran. International Journal of Academic Research in Accounting, Finance and Management Sciences, 3(3). https://doi.org/10.6007/ijarafms/v3-i3/21
Mwiya, B., Wang, Y., Shikaputo, C., Kaulungombe, B., & Kayekesi, M. (2017). Predicting the Entrepreneurial Intentions of University Students: Applying the Theory of Planned Behaviour in Zambia, Africa. Open Journal of Business and Management, 05(04). https://doi.org/10.4236/ojbm.2017.54051
Nguyen, N., & LeBlanc, G. (2001). Image and reputation of higher education institutions in students’ retention decisions. International Journal of Educational Management, 15(6). https://doi.org/10.1108/EUM0000000005909
Nguyễn Thị Ngọc Diệp & Đoàn Thị Hồng Nga (2021). Đánh giá sự hài lòng của sinh viên về chất lượng dịch
vụ đào tạo đại học bằng E-learning trong bối cảnh Covid-19 tại Trường Đại học Lạc
Hồng [Assessing student satisfaction with the quality of higher education services by E-learning in the context of Covid-19 at Lac Hong University]. Tạp chí Giáo dục, 59-64. https://tcgd.tapchigiaoduc.edu.vn/index.php/tapchi/article/view/14
Ong, S. G. T., & Quek, G. C. L. (2023). Enhancing teacher–student interactions and student online engagement in an online learning environment. Learning environments research, 26(3), 681-707. https://doi.org/10.1007/s10984-022-09447-5
Osman, A. R., & Saputra, R. S. (2019). A pragmatic model of student satisfaction: A viewpoint of private higher education. Quality Assurance in Education, 27(2), 142-165. https://doi.org/10.1108/QAE-05-2017-0019
Othman, M., Kamarohim, N., & Nizam, F. M. (2017). Brand credibility, perceived quality and perceived value: A study of customer satisfaction. International Journal of Economics and Management, 11(3 Special Issue), 763 – 775.
Phạm Thị Liên (2016). Chất lượng dịch vụ đào tạo và sự hài lòng của người học Trường hợp Trường
Đại học Kinh tế, Đại học Quốc gia Hà Nội [Quality of training services and learner satisfaction Case of University of Economics, Vietnam National University, Hanoi]. Tạp chí Khoa học Đại học Quốc gia Hà Nội, 32(4),81-89 https://dulieu.itrithuc.vn/media/dataset/2020_08/3883-1-7154-1-10-20170228.pdf.
Parahoo, S. K., & Tamim, R. M. (2012). Determinants of student satisfaction in higher education: an empirical study in Dubai. International Journal of Services, Economics and Management, 4(4). https://doi.org/10.1504/IJSEM.2012.050949
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. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3). https://doi.org/10.1002/hrm.3930300304
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring customer perception of service quality. Journal of Retailing, 64(1), 12-40.
Phạm Thế Châu (2018). Các nhân tố ảnh hưởng đến sự hài lòng của sinh viên về chất lượng dịch vụ
đào tạo tại khoa Ngoại ngữ [Factors affecting student satisfaction with the quality of training services at the Faculty of Foreign Languages]. Trường ĐH Ngoại ngữ - tin học TP.HCM.
Rashid, M. H. A., Hashim, N. A., Nikmat, A. W., & Mohamad, M. (2021). Religiosity, religious coping and psychological distress among muslim university students in Malaysia. International Journal of Evaluation and Research in Education, 10(1), 150-160. https://doi.org/10.11591/ijere.v10i1.20870
Sakthivel, P. B., Rajendran, G., & Raju, R. (2005). TQM implementation and students’ satisfaction of academic performance. TQM-Magazine, 17(6). https://doi.org/10.1108/09544780510627660
Songsathaphorn, P., Chen, C., & Ruangkanjanases, A. (2014). A study of factors influencing Chinese students’ satisfaction toward Thai universities. Journal of Economics, Business and Management, 2(2), 105-111. https://doi.org/10.7763/joebm.2014.v2.107
Sultan, P., & Wong, H. (2010). Performance‐based service quality model: an empirical study on Japanese universities. Quality Assurance in Education, 18(2), 126-143. https://doi.org/10.1108/09684881011035349
Svensson, G. (2002). The theoretical foundation of supply chain management: A functionalist theory of marketing. International Journal of Physical Distribution & Logistics Management, 32(9). https://doi.org/10.1108/09600030210452422
Klooster, P. M., Visser, M., & de Jong, M. D. T. (2008). Comparing two image research instruments: The Q-sort method versus the Likert attitude questionnaire. Food Quality and Preference, 19(5). https://doi.org/10.1016/j.foodqual.2008.02.007
Tessema, M. T., Ready, K., & Yu, W. (2012). Factors affecting college students’ satisfaction with major curriculum: Evidence from nine years of data. International Journal of Humanities and Social Science, 2(2), 34-44.
Trang, T. T. T., Kha, G. D., Duyen, N. T. H., & Linh, T. T. (2018). Research on factors affecting the postgraduate students’ satisfaction in the quality of training services in accounting at the training institutions in Hanoi. American Journal of Educational Research, 6(5), 512-518. https://doi.org/10.12691/education-6-5-23
Vazifehdoost, H., & Negahdari, A. (2018). Relationships of brand awareness, brand association and perceived quality with brand loyalty and repurchase intention. Case Studies Journal, 7(1), 45-51.
Weerasinghe, I. M. S., & Fernando, R. L. S. I. (2018). Critical factors affecting students’ satisfaction with higher education in Sri Lanka. Quality Assurance in Education, 26(1), 115-130. https://doi.org/10.1108/QAE-04-2017-0014
Wilkins, S., & Balakrishnan, M. S. (2013). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 27(2), 143-156. https://doi.org/10.1108/09513541311297568
Zopiatis, A., Theodosiou, P., & Constanti, P. (2014). Quality and satisfaction with culinary education: Evidence from Cyprus. Journal of Hospitality & Tourism Education, 26(2), 87-98. https://doi.org/10.1080/10963758.2014.900383
Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management, 24(1). https://doi.org/10.1108/09513541011013060
Annamdevula, S. (2012). Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector. International Journal of Innovation, Management and Technology, 3(4). https://doi.org/10.7763/ijimt.2012.v3.265
Annamdevula, S., & Bellamkonda, R. S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual. Journal of Modelling in Management, 11(2). https://doi.org/10.1108/JM2-01-2014-0010
Ariyanto, A., Wahyudin, A., & ... (2020). The Effect of Soft Skills to Studentâ€TM s Work Readiness Through Learning Achievements and on the Job Training as Interviening Variable (Empirical Studies on …. Journal of Economic ….
Arpan, L. M., Raney, A. A., & Zivnuska, S. (2003). A cognitive approach to understanding university image. Corporate Communications: An International Journal, 8(2). https://doi.org/10.1108/1356328031047535
Asaduzzaman, M., Hossain, M. M., & Rahman, M. M. (2013). Service Quality and Student Satisfaction: A Case Study on Private Universities in Bangladesh. International Journal of Economics, 1(3). https://doi.org/10.11648/j.ijefm.20130103.11
Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7). https://doi.org/10.1108/03090569710176655
Azam, A. (2018). Service Quality Dimensions and Students’ Satisfaction: A study of Saudi Arabian Private Higher Education Institutions. European Online Journal of Natural and Social Sciences, 7(2).
Bakrie, M., Sujanto, B., & Rugaiyah, R. (2019). The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction on Students’ Loyalty in Higher Education Institution. International Journal for Educational and Vocational Studies, 1(5). https://doi.org/10.29103/ijevs.v1i5.1615
Butt, B. Z., & Rehman, K. U. (2010). A study examining the students satisfaction in higher education. Procedia - Social and Behavioral Sciences, 2(2). https://doi.org/10.1016/j.sbspro.2010.03.888
Chandra, T., Hafni, L., Chandra, S., Purwati, A. A., & Chandra, J. (2019). The influence of service quality, university image on student satisfaction and student loyalty. Benchmarking, 26(5). https://doi.org/10.1108/BIJ-07-2018-0212
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3). https://doi.org/10.2307/1252296
Danjuma, I., & Rasli, A. (2012). Service Quality, satisfaction and attachment in higer educaion institutions: a theory of planned behaviour perspective. Intenational Journal of Academic Research in Management, 4(2).
DeShields, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: Applying Herzberg’s two-factor theory. International Journal of Educational Management, 19(2). https://doi.org/10.1108/09513540510582426
Dhawan, S. (2022). Higher Education Quality and Student Satisfaction: Meta-Analysis, Subgroup Analysis and Meta-Regression. Metamorphosis: A Journal of Management Research, 21(1). https://doi.org/10.1177/09726225221082376
Dib, H., & Alnazer, M. (2013). Conceptual model of student satisfaction in syrian universities. European Journal of Economics, Finance and Administrative Sciences, 56.
Djajanto, L. (2017). The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia. GATR Journal of Management and Marketing Review, 2(3). https://doi.org/10.35609/jmmr.2017.2.3(10)
Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3). https://doi.org/10.1108/09684880610678568
Encabo, H. C. (2011). Canonical Correlation Analysis of Student Perception on Instructional Quality and Satisfaction. JPAIR Multidisciplinary Research, 6(1). https://doi.org/10.7719/jpair.v6i1.132
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60(4). https://doi.org/10.2307/1251898
Gruber, T., Reppel, A., & Voss, R. (2010). Understanding the characteristics of effective professors: The student’s perspective. Journal of Marketing for Higher Education, 20(2). https://doi.org/10.1080/08841241.2010.526356
Hà Nam Khánh Giao, & Ngô Thanh Tiên, (2020). Sự hài lòng của sinh viên đối với chất lượng dịch vụ đào tạo hệ Vừa làm vừa học tại UFM [Students' satisfaction with the quality of work-study training services at UFM]. https://doi.org/10.31219/osf.io/2nkxr
Hanaysha, J., Abdullah, H., & Warokka, A. (2011). Service Quality and Students’ Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness. The Journal of Southeast Asian Research. https://doi.org/10.5171/2011.855931
Hassan, G. (2008). Attitudes toward science among Australian tertiary and secondary school students. Research in Science & Technological Education, 26(2), 129-147. https://doi.org/10.1080/02635140802034762
Ho, S. K., & Wearn, K. (1996). A higher education TQM excellence model: HETQMEX. In Quality Assurance in Education (Vol. 4, Issue 2). https://doi.org/10.1108/09684889610116049
Huỳnh Thị Kim Duyên (2016). Nghiên cứu sự hài lòng của sinh viên đối với dịch vụ đào tạo tại trường đại học Tài chính – Kế toán [Study on student satisfaction with training services at the University of Finance and Accounting]. http://tailieuso.udn.vn/handle/TTHL_125/7703
Jiewanto, A., Laurens, C., & Nelloh, L. (2012). Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya. Procedia - Social and Behavioral Sciences, 40. https://doi.org/10.1016/j.sbspro.2012.03.155
Johari, M. H., Hamid, R., & Baharom, S. (2016). Students’ feedback for continuous quality improvement of materials technology course outcomes via teaching & supervision evaluation system. Journal of Engineering Science and Technology, 11(Special Issue onpendidikankejuruteraandanalambina).
Kazoleas, D., Kim, Y., & Anne Moffitt, M. (2001). Institutional image: A case study. Corporate Communications: An International Journal, 6(4). https://doi.org/10.1108/EUM0000000006148
Khan, M. M., & Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce and Social Sciences, 8(2).
Khattab, S. Al, & Fraij, F. (2011). Assessing Students’ Satisfaction with Quality of Service of Students Information System. Management & Marketing, 9(1).
Kundi, G. M., & Nawaz, A. (2014). From e-Learning 1.0 to e-Learning 2.0: Threats & Opportunities for Higher Education Institutions in the Developing Countries. European Journal of Sustainable Development, 3(1). https://doi.org/10.14207/ejsd.2014.v3n1p145
Lim Kok Seng, E., & Pei Ling, T. (2013). A Statistical Analysis of Education Service Quality Dimensions on Business School Students’ Satisfaction. International Education Studies, 6(8). https://doi.org/10.5539/ies.v6n8p136
Malik, M. E. (2010). The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab. In Journal of Management Research (Vol. 2, Issue 2).
Martirosyan, N. M., Hwang, E., & Wanjohi, R. (2015). Impact of english proficiency on academic performance of international students. Journal of International Students, 5(1). https://doi.org/10.32674/jis.v5i1.443
Mazursky, D., Labarbera, P., & Aiello, A. (1987). When consumers switch brands. Psychology & Marketing, 4(1). https://doi.org/10.1002/mar.4220040104
Molaee, M., Ansari, R., & Teimuori, H. (2013). Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran. International Journal of Academic Research in Accounting, Finance and Management Sciences, 3(3). https://doi.org/10.6007/ijarafms/v3-i3/21
Mwiya, B., Wang, Y., Shikaputo, C., Kaulungombe, B., & Kayekesi, M. (2017). Predicting the Entrepreneurial Intentions of University Students: Applying the Theory of Planned Behaviour in Zambia, Africa. Open Journal of Business and Management, 05(04). https://doi.org/10.4236/ojbm.2017.54051
Nguyen, N., & LeBlanc, G. (2001). Image and reputation of higher education institutions in students’ retention decisions. International Journal of Educational Management, 15(6). https://doi.org/10.1108/EUM0000000005909
Nguyễn Thị Ngọc Diệp & Đoàn Thị Hồng Nga (2021). Đánh giá sự hài lòng của sinh viên về chất lượng dịch
vụ đào tạo đại học bằng E-learning trong bối cảnh Covid-19 tại Trường Đại học Lạc
Hồng [Assessing student satisfaction with the quality of higher education services by E-learning in the context of Covid-19 at Lac Hong University]. Tạp chí Giáo dục, 59-64. https://tcgd.tapchigiaoduc.edu.vn/index.php/tapchi/article/view/14
Ong, S. G. T., & Quek, G. C. L. (2023). Enhancing teacher–student interactions and student online engagement in an online learning environment. Learning environments research, 26(3), 681-707. https://doi.org/10.1007/s10984-022-09447-5
Osman, A. R., & Saputra, R. S. (2019). A pragmatic model of student satisfaction: A viewpoint of private higher education. Quality Assurance in Education, 27(2), 142-165. https://doi.org/10.1108/QAE-05-2017-0019
Othman, M., Kamarohim, N., & Nizam, F. M. (2017). Brand credibility, perceived quality and perceived value: A study of customer satisfaction. International Journal of Economics and Management, 11(3 Special Issue), 763 – 775.
Phạm Thị Liên (2016). Chất lượng dịch vụ đào tạo và sự hài lòng của người học Trường hợp Trường
Đại học Kinh tế, Đại học Quốc gia Hà Nội [Quality of training services and learner satisfaction Case of University of Economics, Vietnam National University, Hanoi]. Tạp chí Khoa học Đại học Quốc gia Hà Nội, 32(4),81-89 https://dulieu.itrithuc.vn/media/dataset/2020_08/3883-1-7154-1-10-20170228.pdf.
Parahoo, S. K., & Tamim, R. M. (2012). Determinants of student satisfaction in higher education: an empirical study in Dubai. International Journal of Services, Economics and Management, 4(4). https://doi.org/10.1504/IJSEM.2012.050949
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. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3). https://doi.org/10.1002/hrm.3930300304
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring customer perception of service quality. Journal of Retailing, 64(1), 12-40.
Phạm Thế Châu (2018). Các nhân tố ảnh hưởng đến sự hài lòng của sinh viên về chất lượng dịch vụ
đào tạo tại khoa Ngoại ngữ [Factors affecting student satisfaction with the quality of training services at the Faculty of Foreign Languages]. Trường ĐH Ngoại ngữ - tin học TP.HCM.
Rashid, M. H. A., Hashim, N. A., Nikmat, A. W., & Mohamad, M. (2021). Religiosity, religious coping and psychological distress among muslim university students in Malaysia. International Journal of Evaluation and Research in Education, 10(1), 150-160. https://doi.org/10.11591/ijere.v10i1.20870
Sakthivel, P. B., Rajendran, G., & Raju, R. (2005). TQM implementation and students’ satisfaction of academic performance. TQM-Magazine, 17(6). https://doi.org/10.1108/09544780510627660
Songsathaphorn, P., Chen, C., & Ruangkanjanases, A. (2014). A study of factors influencing Chinese students’ satisfaction toward Thai universities. Journal of Economics, Business and Management, 2(2), 105-111. https://doi.org/10.7763/joebm.2014.v2.107
Sultan, P., & Wong, H. (2010). Performance‐based service quality model: an empirical study on Japanese universities. Quality Assurance in Education, 18(2), 126-143. https://doi.org/10.1108/09684881011035349
Svensson, G. (2002). The theoretical foundation of supply chain management: A functionalist theory of marketing. International Journal of Physical Distribution & Logistics Management, 32(9). https://doi.org/10.1108/09600030210452422
Klooster, P. M., Visser, M., & de Jong, M. D. T. (2008). Comparing two image research instruments: The Q-sort method versus the Likert attitude questionnaire. Food Quality and Preference, 19(5). https://doi.org/10.1016/j.foodqual.2008.02.007
Tessema, M. T., Ready, K., & Yu, W. (2012). Factors affecting college students’ satisfaction with major curriculum: Evidence from nine years of data. International Journal of Humanities and Social Science, 2(2), 34-44.
Trang, T. T. T., Kha, G. D., Duyen, N. T. H., & Linh, T. T. (2018). Research on factors affecting the postgraduate students’ satisfaction in the quality of training services in accounting at the training institutions in Hanoi. American Journal of Educational Research, 6(5), 512-518. https://doi.org/10.12691/education-6-5-23
Vazifehdoost, H., & Negahdari, A. (2018). Relationships of brand awareness, brand association and perceived quality with brand loyalty and repurchase intention. Case Studies Journal, 7(1), 45-51.
Weerasinghe, I. M. S., & Fernando, R. L. S. I. (2018). Critical factors affecting students’ satisfaction with higher education in Sri Lanka. Quality Assurance in Education, 26(1), 115-130. https://doi.org/10.1108/QAE-04-2017-0014
Wilkins, S., & Balakrishnan, M. S. (2013). Assessing student satisfaction in transnational higher education. International Journal of Educational Management, 27(2), 143-156. https://doi.org/10.1108/09513541311297568
Zopiatis, A., Theodosiou, P., & Constanti, P. (2014). Quality and satisfaction with culinary education: Evidence from Cyprus. Journal of Hospitality & Tourism Education, 26(2), 87-98. https://doi.org/10.1080/10963758.2014.900383
Trích dẫn bài báo
Truc, H. T., Oanh, N. T. N., Phung, N. T. K., Huong, V. T. L., & Tien , N. T. (2024). Evaluate learner satisfaction with the quality of training services of the University of Finance - Marketing. Tạp chí Nghiên cứu Tài chính-Marketing, 15(8), 140-154. https://doi.org/10.52932/jfm.v15i8.542