Tuyn tp Bo co Hi ngh Sinh vin Nghin cu Khoa hc ln th 7 i hc Nng nm 2010

XY DNG M HNH NH GI MC HI LNG CA SINH VIN VI CHT LNG O TO TI TRNG I HC KINH T, I HC NNG
CONSTRUCTING MODEL ESTIMATING SATISFIED LEVEL OF STUDENTS WITH EDUCATION QUALITY AT DANANG UNIVERSITY OF ECONOMICS SVTH: Nguyn Th Trang
Lp 32K05, Khoa Thng K - Tin hc, Trng i hc Kinh t

GVHD: TS. L Dn
Khoa Thng K - Tin hc, Trng i hc Kinh t
TM TT T nhng c im v dch v o to i hc v nhng m hnh nghin cu v cht lng dch v, cht lng o to i hc trong v ngoi nc, ti nghin cu xy dng m hnh nh gi mc hi lng ca sinh vin vi cht lng o to i hc. Vi kt qu nghin cu thc nghim ti trng i hc Kinh t - i hc Nng, ti cng thc hin kim nh v hiu chnh m hnh thng qua: H s tin cy Cronbachs Alpha, Phn tch nhn t khm ph EFA, Phn tch nhn t khng nh CFA, v M hnh cu trc tuyn tnh SEM. Qua , a ra nhng gii php nhm nng cao mc hi lng ca sinh vin cng nh cht lng o to ti trng i hc Kinh t - i hc Nng. ABSTRACT From the features about University education service and the models researching about service quality, University education quality in and out side of my country, this subject will research and construct a model evaluating pleased level of students with University education quality. With the practical results at the University of Economics Da Nang University, this subject also carrys out some verificaitons and adjusts the model following some factors: Reliability Analysis Cronbachs Alpha, Exploratory Factor Analysis, Confirmatory Factor Analysis, and Structural Equation Modeling. Then, bringing out some solutions increasing pleased level of students and education quality at the University of Economics Da Nang University as well.

1. t vn tn ti v pht trin trong mi trng gio dc cnh tranh v mang tnh ton cu nh hin nay, ban lnh o ca cc trng i hc phi nm bt c nhng nhn t nh hng n cht lng o to cng nh s hi lng ca sinh vin. T , c th ra nhng gii php ng n nng cao hn na cht lng o to v cng lm tha mn khch hng sinh vin. cng chnh l mc tiu nghin cu ca ti: Xy dng m hnh nh gi mc hi lng ca sinh vin vi cht lng o to. 2. C s l thuyt v m hnh nghin cu Da vo m hnh cht lng dch v ca Gronroos, Parasuraman v Gi-Du Kang & Jeffrey James, m hnh nh gi mc hi lng ca sinh vin vi cht lng o to c xy dng (xem Hnh 1). Theo , Mc hi lng ca sinh vin c cho l chu nh hng ca 3 nhn t: Cht lng k thut, Cht lng chc nng v Hnh nh. Trong :

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Tuyn tp Bo co Hi ngh Sinh vin Nghin cu Khoa hc ln th 7 i hc Nng nm 2010

Cht lng nng l qu trnh tng tc gia nh trng v sinh vin, gm 5 thnh phn cu thnh: thnh phn Tin cy (4 bin quan st), thnh phn p ng (8 bin quan st), thnh phn m bo (7 bin quan st), thnh phn Cm thng (6 bin quan st), v thnh phn Hu hnh (7 bin quan st). Cht lng k thut bao gm nhng gi tr m sinh vin thc s nhn c t qu trnh o to ca trng c o lng bng 3 bin quan st. V Hnh nh chnh l cm nhn ca sinh vin v trng v nhng dch v o to ca trng c o lng qua 4 bin quan st. M hnh cng cho rng Cht lng k thut v Cht lng chc nng c nh hng n Hnh nh v Nhn t Mc hi lng ca sinh vin (4 bin quan st) cng c tc ng n lng trung thnh ca sinh vin (2 bin quan st).
Hu hnh

Cm thng

m bo

Cht lng chc nng

p ng

Tin cy

Hnh nh

Mc hi lng

Lng trung thnh

Cht lng k thut

Hnh 1: M hnh xut nh gi mc hi lng ca sinh vin vi cht lng o to

3. Thit k nghin cu Nghin cu nh tnh c tin hnh trn 50 i tng l sinh vin trng i hc Kinh t - i hc Nng. Sau nhiu ln hiu chnh, bng cu hi cui cng c xy dng v a vo kho st nh lng. Kho st nh lng c tin hnh t cui thng 2/2010 n u thng 3/2010, i tng chn mu l sinh vin kha 30, 31, 32, 33 trng i hc Kinh t - i hc Nng. Nghin cu nh lng ny c thc hin thng qua phng php phng vn trc tip sinh vin v iu tra trc tuyn qua mng internet. Phng php ly mu phi ngu nhin - ly mu thun tin. M hnh o lng gm 48 bin quan st,Theo Hair & ctg (1998), kch thc mu cn thit l n = 240 (480x 5). t c kch thc mu ra, 300 bng cu hi v 80 Phiu iu tra trc tuyn c gi i phng vn, kt qu thu v c 352 mu hp l. D liu c nhp v phn tch trn 2 phn mm SPSS 15.0 v AMOS 16.0 4. Kt qu nghin cu Qu trnh phn tch thng k m t d liu cho thy phng php ly mu phi ngu
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Tuyn tp Bo co Hi ngh Sinh vin Nghin cu Khoa hc ln th 7 i hc Nng nm 2010

nhin - ly mu thun tin khng c m bo, chng hn t l sinh vin ca cc khoa khng ng u, sinh vin kha 32, 33 chim t l cao (t 45.5% v 32.1%) cn sinh vin kha 30, 31 chim t l thp hn (ch t 7.1% v 15.1%). iu ny c th gii thch nh sau: sinh vin 2 kha 30 v 31 ra trng v mt s i lm nn i tng ny kh c th tip cn thu thp s liu, mc d s dng phng php iu tra trc tuyn qua mng internet nhng t l phn hi cha cao. Tuy vy, mu nghin cu vn c s a dng v khoa ngnh o to, qu qun, gii tnh v xp loi hc lc. Kt qu thng k m t d liu Bng 1 cho thy mc hi lng ca sinh vin trng i hc kinh t - i hc Nng l cha cao. i ng Ging vin c sinh vin hi lng hn c vi im trung bnh t 3.65 /5, tip theo l i ng ban lnh o nh trng v i ng cng nhn vin ca trng, v cui cng c s vt cht ca trng c mc hi lng ca sinh vin l thp nht trung bnh t 3.43 /5.
Bng 1: nh gi chung v mc hi lng ca sinh vin Bin quan st Anh(ch) hi lng vi c s vt cht ca trng Anh(ch) hi lng vi i ng ban lnh o nh trng Anh(ch) hi lng vi i ng GV ca trng Anh(ch) hi lng vi i ng cn b cng nhn vin ca trng Trung bnh 3.43 3.58 3.65 3.49 lch chun .807 .658 .650 .736

- nh gi thang o bng h s tin cy Cronbachs Alpha Kt qu kim nghim tin cy bng h s Cronbachs Alpha cho thy: 43/48 bin quan st ca cc thnh phn, nhn t u c tng quan vi bin tng ln hn 0,3; h s Cronbachs alpha ln hn 0,6 nn c th kt lun: sau khi loi b 5 bin quan st khng t yu cu th tin cy ca cc thang o dng trong m hnh m bo tin cy cho php. - Phn tch nhn t EFA Thang o cc thnh phn Cht lng chc nng: c 17 bin quan st c h s ti nhn t (Factor Loading) nh hn 0.5 nn ln lt b loi ra khi m hnh. Kt qu EFA ln cui cng c KMO = 0.934 (cho thy phn tch nhn t EFA l thch hp), Sig = 0.000 (chng t cc bin quan st c tng quan vi nhau trong tng th), tng phng sai trch c 69.538% (> 50%, cho bit cc nhn t rt trch ra gii thch c 69.538% bin thin ca d liu). Sau khi phn tch nhn t EFA, thang o cc thnh phn Cht lng chc nng khng c s xo trn bin quan st gia cc thnh phn, do tn gi cc thnh phn ban u vn c gi nguyn. Thang o cc thnh phn Mc hi lng c KMO = 0.827, Sig. = 0.000, c ba nhn t c rt trch ra vi tng phng sai trch = 69.612% . Nh vy, sau khi tin hnh phn tch nhn t, khng c bin no b loi thm v cc thnh phn Mc hi lng vn c gi nguyn do khng c s xo trn bin quan st gia cc nhn t. Thang o Mc hi lng v thang o Lng trung thnh vn gi nguyn s bin quan st v u t yu cu, sn sng tin hnh phn tch nhn t khng nh CFA. - Phn tch nhn t khng nh CFA Cc ch s o ph hp m hnh u t yu cu: Chi-square/df = 2.028 (< 3); TLI = 0.928 (>0.9); CFI=0.939 (>0.9) v RMSEA = 0.54 (<0.08) nn c th kt lun m hnh
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Tuyn tp Bo co Hi ngh Sinh vin Nghin cu Khoa hc ln th 7 i hc Nng nm 2010

ph hp vi d liu nghin cu v t c tnh n nguyn. Cc trng s cha chun ha u c ngha thng k (P-value <0.001<0.1), v cc trng s chun ha >0.5. V vy ta c th kt lun cc bin quan st dng o lng cc thnh phn, nhn t ca m hnh xut t c gi tr hi t. H s tin cy tng hp v tng phng sai trch c u >0.5 (Bng 2), nn cc thang o trong m hnh u t tin cy.
Bng 2: Tng hp h s tin cy tng hp v tng phng sai trch c Cc thnh phn Thnh phn Tin cy Thnh phn p ng Thnh phn m bo Thnh phn Cm thng Thnh phn Hu hnh Nhn t Cht lng chc nng Nhn t Hnh nh Nhn t Cht lng k thut Mc hi lng Lng trung thnh H s tin cy tng hp 0.856 0.788 0.894 0.885 0.928 0.874 0.878 0.883 0.801 0.756 Tng phng sai trch 0.669 0.554 0.678 0.721 0.764 0.699 0.643 0.790 0.503 0.609

Ta cng c, h s tng quan gia 5 thnh phn Cht lng chc nng, v gia 3 thnh phn Mc hi lng u <0.9. Mt khc, cc gi tr P-value u <0.05, nn h s tng quan ca tng cp thnh phn khc bit so vi 1 tin cy 95%. Vy, cc thang o ca m hnh t gi tr phn bit. - nh gi s ph hp ca m hnh bng m hnh cu trc tuyn tnh SEM
Chi-square= 782.628 ; df= 357 ; P= .000; Chi-square/df = 2.192; TLI= .924 ; CFI= .933; RMSEA= .058;
e4 e5 e6
.56 1 .20 1 .13 1 .19 1 .10 1 .35 1 .30 1

DU4 DU6 DU8

1.42 1.36 1.00

.23

Dap Ung

.16

.09

.15

.30

.18

.21

.36

.25

.16

e20
1 .07 .15

e19
1

e18
1

e30
1

e29
1

e28
1

e27
1

e32
1

e31
1

e7 e8

DB2 DB3
1.02

CN3

CN2
1.26 1.00 1.28

CN1

HL4
1.00 .42

HL3

HL2
1.10

HL1

TT2
1.00 1.13 .92

TT1

1.11 1.13 .28

1.01 .96

e9 e10 e11

DB4 DB5

Dam Bao

.07

.44

Chuc Nang
1 .08

Hai long
1 .06

Trung Thanh
1 .08

1.00 .09 .15

.14 .32 1 .14 1 .27 1 .18 1 .15 1 .15 1 .06 1 .10

d1

d3

d4

CT3 CT4 CT5

1.00

.83 1.16

.67

e12 e13 e14 e15

Cam Thong

.11

.16

.09

.17

.12

.36

.34

.15

HH1 HH2 HH3 HH4

1 1.01 .86 1.00

1.04

.46

Huu Hinh

.19 .21 .14 .19

e16 e17

d2
1 .34 1.00 1.00 1.07

HA4 HA3
1.01

1 1 1 1

e24
.22

.38

e25 e26
.14 1

KT1
1.00

1.15

e23

.18 .13

KT2

Ky Thuat

Hinh Anh

HA2 HA1

e22 e21

Hnh 2: Kt qu SEM - hiu chnh ( chun ha) 97

Tuyn tp Bo co Hi ngh Sinh vin Nghin cu Khoa hc ln th 7 i hc Nng nm 2010

Kt qu c lng m hnh xut tuy ph hp vi d liu nghin cu (Chisquare/df = 2.057; TLI =0.925; CFI =0.934 v RMSEA =0.55), nhng thnh phn Tin cy khng c ngha thng k tin cy 90% (v c P-value = 0.908 > 0.1), nn cn phi loi b thnh phn tin cy v thc hin c lng m hnh hiu chnh ta thu c kt qu nh Hnh 2. M hnh Hnh 2 c th ni l ph hp vi d liu nghin cu v Chi-square/df =2.192 (<3), TLI=0.924, CFI=0.923 (>0.9); RMSEA=0.058 (<0.08).
Bng 3: Bng cc trng s cha chun ha (Regression Weights) Estimate Chuc Nang Chuc Nang Chuc Nang Chuc Nang Hinh Anh Hinh Anh Hai long Hai long Hai long Trung Thanh Dap Ung Dam Bao Cam Thong Huu Hinh Ky Thuat Chuc Nang Chuc Nang Ky Thuat Hinh Anh Hai long .149 .442 .146 .159 .337 .338 .423 .361 .152 .917 S.E. .051 .048 .027 .033 .055 .070 .058 .046 .047 .093 C.R. 2.894 9.120 5.317 4.884 6.158 4.817 7.283 7.793 3.275 9.871 P .004 *** *** *** *** *** *** *** .001 ***

Xem Bng 3, ta thy: 4 thnh phn p ng, m bo, Cm thng, Hu hnh u nh hng thun chiu n Cht lng chc nng tin cy 95% (do P-value <0.05); tng t, nhn t Cht lng chc nng v nhn t Cht lng k thut nh hng thun chiu n Hnh nh ( tin cy 99%); 3 nhn t Cht lng chc nng, Cht lng k thut, Hnh nh cng nh hng thun chiu n Mc hi lng ( tin cy 99%); v Mc hi lng nh hng thun chiu n Lng trung thnh ( tin cy 99%).
Bng 4: Bng cc trng s hi quy chun ha Estimate Chuc Nang Chuc Nang Chuc Nang Chuc Nang Hinh Anh Hinh Anh Hai long Hai long Hai long Trung Thanh Dap Ung Dam Bao Cam Thong Huu Hinh Ky Thuat Chuc Nang Chuc Nang Ky Thuat Hinh Anh Hai long .148 .490 .250 .226 .378 .292 .421 .465 .175 .841

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Tuyn tp Bo co Hi ngh Sinh vin Nghin cu Khoa hc ln th 7 i hc Nng nm 2010

Qua Bng 4 ta c cc kt lun nh sau: - Thnh phn m bo c tc ng mnh nht n Cht lng chc nng v c trng s chun ha cao nht bng 0.490. Tip n l thnh phn Cm thng (trng s chun ha l 0.250), thnh phn Hu hnh ng th 3 vi trng s chun ha l 0.226, v cui cng, thnh phn tc ng yu nht n Cht lng chc nng l thnh phn p ng (trng s chun ha bng 0.148). - Nhn t Cht lng k thut tc ng mnh hn n Hnh nh vi trng s hi quy chun ha bng 0.378, cn nhn t Cht lng chc nng tc ng yu hn vi trng s chun ha l 0.292. - Nhn t Cht lng k thut tc ng mnh nht n Mc hi lng (trng s hi quy chun ha bng 0.465), tip n l nhn t Cht lng chc nng vi trng s hi quy chun ha bng 0.421, v cui cng l nhn t Hnh nh c trng s hi quy chun ha bng 0.175. - V cui cng, Mc hi lng tc ng thun chiu n Lng trung thnh vi trng s hi quy chun ha t 0.841. 5. Kt lun ng gp ca nghin cu ny l xy dng m hnh l thuyt trong nh gi mc hi lng ca sinh vin trong nh gi cht lng o to i hc. Trong : bn thnh phn bao gm p ng, Cm thng, m bo, Hu hnh v Hnh nh gii thch c 63.5 % bin thin ca Cht lng chc nng; hai nhn t Cht lng k thut v Cht lng chc nng gii thch c 31.6% bin thin ca Hnh nh; ba nhn t: Cht lng chc nng, Cht lng k thut v Hnh nh gii thch c 72.8% bin thin ca Mc hi lng; cui cng Mc hi lng gii thch c 70.7% bin thin ca Lng trung thnh. Qua nghin cu thc nghim ti trng i hc Kinh t - i Hc nng, kt qu thu c cho thy mc hi lng ca sinh vin vi cht lng o to l cha cao, nh trng cn phi tp trung ci thin cc nhn t nh hng n Mc hi lng, bao gm nhn t chc nng, nhn t Cht lng k thut v nhn t Hnh nh. V nguyn tc, nh trng nn phi hp thc hin cc gii php theo nh m hnh cu trc (Hnh 2). TI LIU THAM KHO [1] Hong Trng, Chu Nguyn Mng Ngc (2005), Phn tch d liu nghin cu vi SPSS, Nh Xut Bn Thng k. [2] L Vn Huy, (2007), S dng ch s hi lng ca khch hng trong hoch nh chin lc kinh doanh ngn hng : cch tip cn m hnh l thuyt, Tp ch Khoa hc v Cng ngh, i hc Nng, S 2 (19)-2007. [3] Nguyn Th Phng Trm (2008), Cht lng dch v ngn hng in t: So snh gia m hnh SERVQUAL v GRONROOS, Lun vn thc s kinh t, Trng i hc Kinh t TP.HCM.

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