logo logo European Journal of Educational Research

EU-JER is is a, peer reviewed, online academic research journal.

Subscribe to

Receive Email Alerts

for special events, calls for papers, and professional development opportunities.

Subscribe

Publisher (HQ)

Eurasian Society of Educational Research
Eurasian Society of Educational Research
7321 Parkway Drive South, Hanover, MD 21076, USA
Eurasian Society of Educational Research
Headquarters
7321 Parkway Drive South, Hanover, MD 21076, USA
educational outcomes education service quality hue university vietnamese student satisfaction

Vietnamese Students’ Satisfaction toward Higher Education Service: The Relationship between Education Service Quality and Educational Outcomes

Hong-Van Thi Dinh , Quynh Anh Thi Nguyen , Mai-Huong Thi Phan , Kien The Pham , Tham Nguyen , Hung Thanh Nguyen

Student satisfaction with education service has been considered one of the most critical strategic factors to attract students of higher education ins.

S

Student satisfaction with education service has been considered one of the most critical strategic factors to attract students of higher education institutions around the world. Various models of satisfaction with education service quality have been developed to motivate actions towards improving the education quality. This study aimed to confirm a Vietnamese theoretical five-dimension model of student satisfaction with higher education service and investigate the relationship between student satisfaction with education service quality and student satisfaction with educational outcomes in this model. A cross-sectional survey on 2933 students from four-member universities of Hue University in Central Vietnam was conducted. The research results showed that the model of student satisfaction with education service in Hue University was consistent with the proposed theoretical model, which comprises five dimensions including access to education service, facilities and teaching equipment, educational environment, educational activities, and educational outcomes. In addition, the satisfaction of all dimensions of education service quality from dimension 1 to 4 affects the satisfaction of educational outcomes, of which educational activities have the most significant impact. This research result can provide a number of implications and recommendations for Hue University to implement appropriate measures to improve student satisfaction with education services received, thereby enhancing educational outcomes, attracting and retaining students.

Keywords: Educational outcomes, education service quality, Hue University, Vietnamese student satisfaction.

cloud_download PDF
Cite
Article Metrics
Views
1432
Download
850
Citations
Crossref
6

Scopus
10

References

Admon, N. (2005). Minority access to higher education and its social outcomes. Essays in Education Policy, 14, 1–10.

Ambussaidi, I., & Yang, Y.-F. (2019). The impact of mathematics teacher quality on student achievement in Oman and Taiwan. International Journal of Education and Learning, 1(2), 50–62. https://doi.org/10.31763/ijele.v1i2.39

Appleton-Knapp, S. L., & Krentler, K. A. (2006). Measuring student expectations and their effects on satisfaction: The importance of managing student expectations. Journal of Marketing Education, 28(3), 254–264. https://doi.org/10.1177/0273475306293359

Arambewela, R., & Hall, J. (2009). An empirical model of international student satisfaction. Asia Pacific Journal of Marketing and Logistics, 21(4), 555–569. https://doi.org/10.1108/13555850910997599

Calvo-Porral, C., Lévy-Mangin, J.-P., & Novo-Corti, I. (2013). Perceived quality in higher education: An empirical study. Marketing Intelligence & Planning, 31(6), 601–619. https://doi.org/10.1108/MIP-11-2012-0136

Cardona, M. M., & Bravo, J. J. (2018). Service quality perceptions in higher education institutions: The case of a Colombian university. Management Studies/ Estudios Gerenciales, 28(2), 23–39. https://doi.org/10.1016/S0123-5923(12)70004-9

Chandra, T., Ng, M., Chandra, S., & Priyono. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109–131. https://doi.org/10.17499/jsser.12590

Chapman, L., & Ludlow, L. (2010). Can downsizing college class sizes augment student outcomes? An investigation of the effects of class size on student learning. The Journal of General Education, 59(2), 105–123. https://doi.org/10.1353/jge.2010.0012

Coleman, J. S., Campbell, E. Q., Hobson, C. J., McPartland, J., Mood, A. M., Weinfeld, F. D., & York, R. (1966). Equality of educational opportunity, reexamined. Socio-Economic Planning Sciences, 2(2–4), 347-354. https://doi.org/10.1016/0038-0121(69)90029-9

Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometric/ Psychometrika, 16(3), 297–334. https://doi.org/10.1007/BF02310555

Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.2307/1252296

Cuthbert, P. F. (1996). Managing service quality in HE: Is SERVQUAL the answer? Part 1. Managing Service Quality, 6(2), 11–16. https://doi.org/10.1108/09604529610109701  

Dawabsheh, M., Mustanir, K., & Jermsittiparsert, K. (2020). School facilities as a potential predictor of engineering education quality: Mediating role of teaching proficiency and professional development. TEST Engineering & Management, 82(January), 3511–3521.

Dinh, T. H. V., Do, T. L. H., Nguyen, T., Pham, T. K., & Tran, H. N. (2021). Factors influencing students’ perceptions of the quality of education services at Hue University in Vietnam. International Journal of Educational Sciences, 32(1–3), 1–11. https://doi.org/10.31901/24566322.2021/32.1-3.1157

Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3), 251–267. https://doi.org/10.1108/09684880610678568

Elliott, 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. https://doi.org/10.1300/J050v10n04_01

Fraser, B. J., Aldridge, J. M., & Soerjaningsih, W. (2010). Instructor-student interpersonal interaction and student outcomes at the university level in Indonesia. The Open Education Journal, 3(1), 21–33. https://doi.org/10.2174/1874920801003010021

Gichuru, L. M., & Ongus, R. W. (2016). Effect of teacher quality on student performance in mathematics in primary 6 national examination : A survey of private primary. International Journal of Education and Research, 4(2), 237–260.

Gliem, J. A., & Gliem, R. R. (2003). Calculating, interpreting, and reporting Cronbach’s alpha reliability coefficient for Likert-type scales. IUPUI ScholarWorks. http://hdl.handle.net/1805/344

Goldhaber, D. (2007). Everyone’s doing it, but what does teacher testing tell us about teacher effectiveness? Journal of Human Resources, 42(4), 765–794. https://doi.org/10.3368/jhr.xlii.4.765

Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed). Pearson Education, Inc.

Hair, J. F. J., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.

Hanssen, T. E. S., & Solvoll, G. (2015). The importance of university facilities for student satisfaction at a Norwegian University. Facilities, 33(13–14), 744–759. https://doi.org/10.1108/F-11-2014-0081

Hanushek, E., Kain, J., O’Brien, D., & Rivkin, S. (2005). The market for teacher quality. (NBER Working Paper No. 11154). National Bureau of Economic Research. https://cutt.ly/sn3j4x5

Hoang, T. S., Ngo, T. H., & Pham, T. M. K. (2018). Measuring Students’ satisfaction with higher education service-An experimental study at Thainguyen University. International Journal of Business Marketing and Management, 3(4), 21–34.

Kashif, M., Ramayah, T., & Sarifuddin, S. (2016). PAKSERV – measuring higher education service quality in a collectivist cultural context. Total Quality Management and Business Excellence, 27(3–4), 265–278. https://doi.org/10.1080/14783363.2014.976939

Kim, H.-Y. (2013). Statistical notes for clinical researchers: assessing normal distribution (2) using skewness and kurtosis. Restorative Dentistry & Endodontics, 38(1), 52–54. https://doi.org/10.5395/rde.2013.38.1.52

Latif, K. F., Latif, I., Farooq Sahibzada, U., & Ullah, M. (2019). In search of quality: measuring Higher Education Service Quality (HiEduQual). Total Quality Management and Business Excellence, 30(7–8), 768–791. https://doi.org/10.1080/14783363.2017.1338133

Lee, M. C., & Hwan, I. S. (2005). Relationships among service quality, customer satisfaction and profitability in the Taiwanese banking industry. International Journal of Management, 22(4), 635–648. https://doi.org/10.1016/j.jaci.2012.05.050

Ling, K. C., Piew, T. H., & Chai, L. T. (2010). The impact of resource input model of education quality on the overall students’ perceived service quality. Canadian Social Science, 6(2), 125–144. https://doi.org/10.3968/j.css.1923669720100602.013

Mai, L.-W. (2005). A comparative study between UK and US: the student satisfaction in higher education and its influential factors. Journal of Marketing Management, 21(7–8), 859–878. https://doi.org/10.1362/026725705774538471

McNaught, C., Lam, P., & Cheng, K. F. (2012). Investigating relationships between features of learning designs and student learning outcomes. Educational Technology Research and Development, 60(2), 271–286. https://doi.org/10.1007/s11423-011-9226-1

National Assembly of Vietnam. (2019). Luật Giáo dục [Law on Education]. Socialist Republic of Vietnam Government Portal. https://cutt.ly/cn3ktIr

Navarro, M. M., Iglesias, M. P., & Torres, P. R. (2005). A new management element for universities: Satisfaction with the offered courses. International Journal of Educational Management, 19(6), 505–526. https://doi.org/10.1108/09513540510617454

Ngo, M. V., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: an investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/10.7441/joc.2016.02.08

Nguyen, N. A., Tran, H. N., Tran, C. V. L., & Tran, V. C. (2020). Laos students perceptions towards quality education service in a selected higher education institution in Central Vietnam. International Journal of Educational Sciences, 6(3), 25–37. https://doi.org/10.33301/2013.15.03.05

Nguyen, T. H. Y. (2013). Measuring service quality in the context of higher education in Vietnam. Journal of Economics and Development, 15(3), 77–90. https://doi.org/10.33301/2013.15.03.05

Nguyen, T. H. Y., Tran, T. T. H., Tran, V. H., Ngo, T. T. T., Nguyen, V. C., Dinh, T. B. L., & Nguyen, T. T. M. (2014). Xây dựng bộ tiêu chí đánh giá sự hài lòng của người dân đối với dịch vụ giáo dục công [Building measurement criteria of citizen satisfaction with public education services] (Report No. B2013-3). The Vietnam national institute of educational sciences/ Viện Khoa học Giáo dục Việt Nam.

Nguyen, T. T. (2010). Khảo sát sự hài lòng của sinh viên đối với hoạt động đào tạo tại trường Đại học Khoa học Tự nhiên, Đại học Quốc gia thành phố Hồ Chí Minh [Survey of student satisfaction with training activities at University of Natural Sciences, National University of Ho. Institute of Education Quality Assurance, National University, Hanoi/ Viện Đảm bảo chất lượng giáo dục, Đại học Quốc gia Hà Nội.

Nguyen, T. X. H., Nguyen, T. P., & Vu, T. H. L. (2016). Các nhân tố ảnh hưởng đến sự hài lòng của sinh viên với điều kiện cơ sở vật chất và phục vụ của trường Đại học Lâm Nghiệp [Factors affecting student satisfaction with the facilities and service conditions of the Forestry University]. Journal of Forestry Science and Technology/ Tạp Chí Khoa Học và Công Nghệ Lâm Nghiệp, 2, 163–172.

Nkong, M., George, P., & Mohamadou, G. (2016). The effects of school facilities on educational quality. The case of public primary schools in Kupe-Muanenguba division, South-West region of Cameroon. International Journal of New Technology and Research, 2(6), 37–39.

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., & Berry, L. L. (1988). Servqual: a multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12–40.

Postema, M., & Markham, S. (2018). Student satisfaction: A method for exploring quality factors within computer education. New Zealand Journal of Applied Computing and Information Technology, 6, 51–59.

Richard, M. D., & Allaway, A. W. (1993). Service quality attributes and choice behavior. Journal of Services Marketing, 7(1), 59–68. https://doi.org/10.1108/08876049310026105

Rocha-Iona, L., Garza-Reyes, J. A., & Kumar, V. (2013). Building quality management systems - selecting the right methods and tools. Taylor & Francis.

Sirait, S. (2016). Does teacher quality affect student achievement? An empirical study in Indonesia. Journal of Education and Practice, 7(27), 34–55.

Stemmer, J. K., & Mahan, D. M. (2016). Investigating the relationship of library usage to student outcomes. College and Research Libraries, 77(3), 359–375. https://doi.org/10.5860/crl.77.3.359

Teeroovengadum, V., Nunkoo, R., Gronroos, C., Kamalanabhan, T., & Seebaluck, A. (2019). Higher education service quality, student satisfaction and loyalty. Quality Assurance in Education, 4(7), 45–57. https://doi.org/10.1108/QAE-01-2019-0003

Tran, H. N., Phan, V. N., Doan, H. S., Tran, T. A. D., & Tran, G. N. (2020). Lecturer professional development strategies in a higher education institution in Ha Tinh Province at a time of educational reforms. Educational Studies Moscow, 2(1), 128–151. https://doi.org/10.17323/1814-9545-2020-2-128-151

Tran, H. N., Truong, D. T., Dinh, T. H. V., Do, T. L. H., Tran, T. T. A., & Phan, T. M. H. (2020). Significance of TPD in response to the current general education reforms in Vietnam: principals and teachers’ perceptions. Problems of Education in the 21 Century, 78(3), 449–465. https://doi.org/10.33225/pec/20.78.449

Truong, H. V., Pham, C. H., & Vo, N. H. (2016). Service quality and students level of satisfaction in Private Colleges in Vietnam. International Journal of Financial Research, 7(3), 121-128. https://doi.org/10.5430/ijfr.v7n3p121

Truong, T. T., & Nguyen, T. K. (2021). Đánh giá sự hài lòng của sinh viên đối với dịch vụ giáo dục tại trường đại học Quảng Bình [Measuring student satisfaction with education service at Quang Binh University]. Journal of Science and Technology, 21(1), 75–88.

Ugboma, C., Ogwude, I. C., Ugboma, O., & Nnadi, K. (2007). Service quality and satisfaction measurements in Nigerian ports: An exploration. Maritime Policy and Management, 34(4), 331–346. https://doi.org/10.1080/03088830701539073

Usen, O. M. (2016). Teachers’ utilization of school facilities and academic achievement of student nurses in human biology in schools of nursing in Akwa Ibom state, Nigeria. Journal of Education and Practice, 7(16), 73–80.

Vietnam Ministry of Education and Training. (2017). Quyết định số 2329/ QĐ-BGDĐT về Ban hành bộ công cụ khảo sát và tài liệu hướng dẫn triển khai đo lường sự hài lòng của người dân đối với dịch vụ giáo dục công [Decision No. 2329/ QD-BGDĐT on Promulgating the survey toolkit and guiding documents to measure. https://cutt.ly/Cn3kcEs

Vietnam Ministry of Education and Training. (2019). Tập huấn, triển khai bộ công cụ đo lường sự hài lòng của người dân với dịch vụ giáo dục công [Training and implementing a toolkit to measure citizen satisfaction with public education services]. Education and Times/ Báo Giáo Dục và Thời Đại. https://cutt.ly/dn3knou

Weerasinghe, I. S., Lalitha, R., & Fernando, S. (2017). Students’ satisfaction in higher education literature review. American Journal of Educational Research, 5(5), 533–539. https://doi.org/10.12691/education-5-5-9

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

Wong, K., Tunku, U., & Rahman, A. (2012). Constructing a survey questionnaire to collect data on service quality of business academics. European Journal of Social Sciences, 29(2), 209–221.

Wong, S. H. R., & Cmor, D. (2011). Measuring association between library instruction and graduation GPA. College and Research Libraries, 72(5), 464–473. https://doi.org/10.5860/crl-151

Wong, S. H. R., & Webb, T. D. (2011). Uncovering meaningful correlation between student academic performance and library material usage. College and Research Libraries, 72(4), 361–370. https://doi.org/10.5860/crl-129

Yi, J. C., Kang-Yi, C. D., Burton, F., & Chen, H. D. (2018). Predictive analytics approach to improve and sustain college students’ non-cognitive skills and their educational outcome. Sustainability, 10, 1-14. https://doi.org/10.3390/su10114012

Yusoff, M., McLeay, F., & Woodruffe-Burton, H. (2015). Dimensions driving business student satisfaction in higher education. Quality Assurance in Education, 23(1), 86–104. https://doi.org/10.1108/QAE-08-2013-0035

Zineldin, M., Akdag, H. C., & Belal, M. (2012). Total relationship management (TRM) and 5 QS model as new management techniques: A comparative study for a knowledge-intensive sector. International Business & Management, 4(1), 1–17. https://doi.org/10.3968/j.ibm.1923842820120401.1115

...