Factors Infuencing Student Satisfaction with the Quality of Training Services at FPT Swinburne Vietnam Affiliated Center, Hanoi Campus
Main Article Content
Abstract
Researching student satisfaction is one of the important tasks of educational organizations in order to devise training service strategies to meet learners’ demands. The study aims to clarify the factors that influence student satisfaction with the quality of training services at Swinburne Vietnam Hanoi campus. Using the SERVPERF model with 5 criteria: Reliability, Assurance, Empathy, Responsiveness and Tangibility, this research investigates if these five factors impact student satisfaction with the quality of training services. Data were collected from a survey of 210 students from first year to final year at Swinburne Vietnam Hanoi campus. Research results have shown that 4 factors affect student satisfaction with the quality of training services, including: reliability, assurance, empathy and responsiveness while tangible negatively influences student satisfaction.
Keywords:
Service quality, Training services, International affiliate program, Swinburne Vietnam.
References
[1] P. Kotler, G. Armstrong, Principles of Marketing. 12th Edition, Prentice Hall, 2003.
[2] A. Palmer, Introduction to Marketing: Theory and Practice, OUP Oxford, 2012.
[3] P. B. Crosby, Quality Is Free: The Art of Making Quality Certain, McGraw-Hill, New York, 1979.
[4] J. M. Juran, F. M. Gryna, Juran’s Quality Control HanBDook, 4th Edition, McGraw-Hill, New York, 1988.
[5] L. Russell, The No Significant Difference Phenomenon, Raleigh, NC: State University Press, 1999.
[6] ISO International Organization for Standardization, ISO Standard 9001:2015, Clause 3.6.2, 2015.
[7] C. Grönroos, Service Management and Marketing: Customer Management in Service Competition, Published by John Wiley &Sons, Hoboken, New Jersey, 2015.
[8] A. Parasuraman, V. A. Zeithaml, L. L. Berry, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, 1988, pp. 12-40.
[9] K. K. Brady, J. J. Cronin, Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Journal of Marketing, Vol. 65, No. 3, 2001, pp. 34-49.
[10] F. Ali, Y. Zhou, The Role of Service Quality in Student Satisfaction: A Case Study of Higher Education Institutions in Pakistan. Journal of Educational Management, Vol. 21, No. 2, 2007, pp. 97-113.
[11] A. Parasuraman, V. A. Zeithaml, L. L. Berry, A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, Vol. 49, 1985.
[12] J. J. Cronin Jr, S. A. Taylor, Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, Vol. 56, No. 3, 1992, pp. 55-68.
[13] R. L. Oliver, W. O. Bearden, Disconfirmation Processes and Consumer Evaluations in Product Usage, Journal of Business Research, Vol. 13, No. 3, 1985, pp. 235-246, https://doi.org/10.1016/0148-2963(85)90029-3.
[14] G. Prakash, Quality in Higher Education Institutions: Insights from the Literature, The TQM Journal, Vol. 30, No. 6, 2018. pp. 732-748.
[15] M. Sharabi, Managing and Improving Service Quality in Higher Education, International Journal of Quality and Service Sciences, Vol. 5, No. 3, 2013, pp. 309-320.
[16] M. Robledo, Measuring and Managing Service Quality: Integrating Customer Expectations, Managing Service Quality: An International Journal, Vol. 11, No. 1, 2001, pp. 22-31.
[17] A. M. Davenport, P. A. Pasque, Adding Breadth and Depth to College and University Residential Communities: A Phenomenological Study of Faculty-in-residence, The Journal of College and University Student Housing, Vol. 40, No. 2, 2014, pp. 46-65.
[18] C. Veloutsou, J. W. Lewis, R. A. Paton, University Selection: Information Requirements and Importance, International Journal of Education Management, Vol. 18, No. 3, 2004, pp. 160-171.
[19] E. J. Whitt, B. E. Nesheim, M. J. Guentzel, Principles of Good Practice for Academic and Student Affairs Partnership Programs, Journal of College Student Development, Vol. 49, No. 3, 2008, pp. 235-249.
[20] L. Low, Are College Students Satisfied? A National Analysis of Changing Expectations, Noel-Levitz low City, IA, 2000.
[21] A. K. Alsheyadi, J. Albalushi, Service Quality of Student Services and Student Satisfaction: The Mediating Effect of Cross-functional Collaboration, The TQM Journal, Vol. 32, No. 6, 2020, pp. 1197-1215.
[22] J. Hair, R. Anderson, R. Tatham, W. Black, Multivariate Data Analysis, 5th Edition, Published by Prentice Hall, New Jersey, 1998.
[23] K. Saliba, A. G. Zoran, Measuring Higher Education Services using the SERVQUAL Model, Journal of Universal Excellence, Vol. 4, 2018, pp. 160-179.
[2] A. Palmer, Introduction to Marketing: Theory and Practice, OUP Oxford, 2012.
[3] P. B. Crosby, Quality Is Free: The Art of Making Quality Certain, McGraw-Hill, New York, 1979.
[4] J. M. Juran, F. M. Gryna, Juran’s Quality Control HanBDook, 4th Edition, McGraw-Hill, New York, 1988.
[5] L. Russell, The No Significant Difference Phenomenon, Raleigh, NC: State University Press, 1999.
[6] ISO International Organization for Standardization, ISO Standard 9001:2015, Clause 3.6.2, 2015.
[7] C. Grönroos, Service Management and Marketing: Customer Management in Service Competition, Published by John Wiley &Sons, Hoboken, New Jersey, 2015.
[8] A. Parasuraman, V. A. Zeithaml, L. L. Berry, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, 1988, pp. 12-40.
[9] K. K. Brady, J. J. Cronin, Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Journal of Marketing, Vol. 65, No. 3, 2001, pp. 34-49.
[10] F. Ali, Y. Zhou, The Role of Service Quality in Student Satisfaction: A Case Study of Higher Education Institutions in Pakistan. Journal of Educational Management, Vol. 21, No. 2, 2007, pp. 97-113.
[11] A. Parasuraman, V. A. Zeithaml, L. L. Berry, A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, Vol. 49, 1985.
[12] J. J. Cronin Jr, S. A. Taylor, Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, Vol. 56, No. 3, 1992, pp. 55-68.
[13] R. L. Oliver, W. O. Bearden, Disconfirmation Processes and Consumer Evaluations in Product Usage, Journal of Business Research, Vol. 13, No. 3, 1985, pp. 235-246, https://doi.org/10.1016/0148-2963(85)90029-3.
[14] G. Prakash, Quality in Higher Education Institutions: Insights from the Literature, The TQM Journal, Vol. 30, No. 6, 2018. pp. 732-748.
[15] M. Sharabi, Managing and Improving Service Quality in Higher Education, International Journal of Quality and Service Sciences, Vol. 5, No. 3, 2013, pp. 309-320.
[16] M. Robledo, Measuring and Managing Service Quality: Integrating Customer Expectations, Managing Service Quality: An International Journal, Vol. 11, No. 1, 2001, pp. 22-31.
[17] A. M. Davenport, P. A. Pasque, Adding Breadth and Depth to College and University Residential Communities: A Phenomenological Study of Faculty-in-residence, The Journal of College and University Student Housing, Vol. 40, No. 2, 2014, pp. 46-65.
[18] C. Veloutsou, J. W. Lewis, R. A. Paton, University Selection: Information Requirements and Importance, International Journal of Education Management, Vol. 18, No. 3, 2004, pp. 160-171.
[19] E. J. Whitt, B. E. Nesheim, M. J. Guentzel, Principles of Good Practice for Academic and Student Affairs Partnership Programs, Journal of College Student Development, Vol. 49, No. 3, 2008, pp. 235-249.
[20] L. Low, Are College Students Satisfied? A National Analysis of Changing Expectations, Noel-Levitz low City, IA, 2000.
[21] A. K. Alsheyadi, J. Albalushi, Service Quality of Student Services and Student Satisfaction: The Mediating Effect of Cross-functional Collaboration, The TQM Journal, Vol. 32, No. 6, 2020, pp. 1197-1215.
[22] J. Hair, R. Anderson, R. Tatham, W. Black, Multivariate Data Analysis, 5th Edition, Published by Prentice Hall, New Jersey, 1998.
[23] K. Saliba, A. G. Zoran, Measuring Higher Education Services using the SERVQUAL Model, Journal of Universal Excellence, Vol. 4, 2018, pp. 160-179.
Downloads
Download data is not yet available.