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研究生:陳英雲
研究生(外文):Tran Anh Vah
論文名稱:Factors Affecting on Students Satisfaction of the Taiwanese Joint Bachelor Program- A Case Study at Foreign Trade University in Vietnam
論文名稱(外文):Factors Affecting on Students Satisfaction of the Taiwanese Joint Bachelor Program- A Case Study at Foreign Trade University in Vietnam
指導教授:莊荏惠莊荏惠引用關係
指導教授(外文):Chuang, Jen-Hui
學位類別:碩士
校院名稱:美和科技大學
系所名稱:企業管理系經營管理碩士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:英文
中文關鍵詞:Joint bachelor programSERVQUALdimensionsstudent’s satisfaction
外文關鍵詞:Joint bachelor programSERVQUALdimensionsstudent’s satisfaction
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Together with the development of the society, there are many changes in education. The trends toward global integration is increasing continual. Students in Vietnam have many chances to connect with the modern methods of education system. Today, they can access with advanced education of developed countries such as the United Kingdom, the United States, Europe or developed countries in Asia besides the traditional education. Students can choose joint training programs. Recent years, many universities in Vietnam run the joint training program and attract a lot of students choosing to enroll this program. Therefore, the quality of program and satisfaction of learners face many challenges. For the aim of reaching the influence of quality of service on student satisfaction for the Bachelor's Degree Program, the author research Joint bachelor program of Business Administration major in Tourism and Hospitality Management with case in Faculty of International Education in Foreign Trade University based on the study of Parasuraman et al. (1985) and the SERVQUAL model. The model is applied by the author to analysis dimensions that effect to student’s satisfaction. On the other hand, individual instruction and material support are important to student satisfaction. Understanding factors affecting quality of service and student’s satisfaction is important for organizations to distinguish and gain competitive advantage over other competitors.
Together with the development of the society, there are many changes in education. The trends toward global integration is increasing continual. Students in Vietnam have many chances to connect with the modern methods of education system. Today, they can access with advanced education of developed countries such as the United Kingdom, the United States, Europe or developed countries in Asia besides the traditional education. Students can choose joint training programs. Recent years, many universities in Vietnam run the joint training program and attract a lot of students choosing to enroll this program. Therefore, the quality of program and satisfaction of learners face many challenges. For the aim of reaching the influence of quality of service on student satisfaction for the Bachelor's Degree Program, the author research Joint bachelor program of Business Administration major in Tourism and Hospitality Management with case in Faculty of International Education in Foreign Trade University based on the study of Parasuraman et al. (1985) and the SERVQUAL model. The model is applied by the author to analysis dimensions that effect to student’s satisfaction. On the other hand, individual instruction and material support are important to student satisfaction. Understanding factors affecting quality of service and student’s satisfaction is important for organizations to distinguish and gain competitive advantage over other competitors.
ACKNOWLEDGMENTS I
ABSTRACT II
Contents III
Tables V
Figures VI
Chapter1 Introduction 1
1.1 Motivation of the research 1
1.2 Purpose of the research 2
1.3 Research Scope and Limitations 2
1.4 Background of the thesis 3
1.4.1 Educational sector at the global scale 3
1.4.2 Educational context in Vietnam and the forces that lead to joint training program 4
1.4.3 Overview about Foreign Trade University and Faculty of International Education 5
1.4.4 Overview about program 6
1.5. Research Procedure 7
Chapter 2 Literature Review 8
2.1 Service Quality & Perceived Service Quality 8
2.2. Service quality measurements 9
2.3. Customer Satisfaction & Student Satisfaction: 12
2.3.1 Customer Satisfaction: 12
2.3.2. Student Satisfaction 14
2.4. The relationship between Service Quality and Customer Satisfaction 15
2.5. Customer satisfaction index model 16
2.5.1 Swedish Customer Satisfaction Barometer Model (SCSB) 16
2.5.2 The American Customer Satisfaction Index Model (ACSI) 17
2.5.3 European Customer Satisfaction Index Model (ECSI) 18
Chapter 3 Research Methodology 19
3.1 Research framework 19
3.2 Research Methodology 20
3.3 Research Variable, Hypotheses and Model 21
3.4 Questionnaire design & Variable Measurement 23
3.4.1 Questionnaire design 23
3.4.2 Measurement of the Variable 26
3.5 Sample and Data collection 26
3.6 Data analysis 26
3.6.1 Descriptive Statistics: 27
3.6.2 Reliability test: 27
3.6.3 Exploration Factor Analysis: 27
3.6.4 Analyses of Variance: 27
3.6.5 Regression analysis 27
Chapter 4 Research Results and Analysis 28
4.1 Descriptive Statistics 28
4.1.1 Demographic characteristics 28
4.1.2 Descriptive Statistics of Measurement Items 29
4.2 Cronbach's Alpha Reliability Analysis 31
4.2.1 Reliability analysis for Tangibility 32
4.2.2 Reliability analysis for Reliability 32
4.2.3 Reliability analysis for Responsibility 32
4.2.4 Reliability analysis for Assurance 33
4.2.5 Reliability analysis for Empathy 33
4.2.6 Reliability analysis for Program 34
4.3 Exploratory Factor Analysis (EFA) 34
4.4 Correlation analysis 38
4.5 Regression analysis 39
4.5.1 Regression analysis between PSQ and 6 dimensions 39
4.5.2 Regression analysis between SS and PSQ 41
Chapter 5 Conclusions and Recommendations 43
5.1 Discussion of the findings 43
5.2 Recommendation for FTU’s higher education service 45
5.3 Research Limitations 47
5.4 Further Study 47
References 51
Attachment 54
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