ti Nghin cu khoa hc - Nhm 6 Lp 10KTA1

I.

Gii thiu ti nghin cu

1. Tnh cp thit ca ti Nn kinh t Vit Nam ang ngy cng pht trin nn vic o to ngun nhn lc

tri thc ang l vn cp thit v tt yu. Hiu c tm quan trng ca tri thc, gio dc v o to ang ngy cng ch trng ci cch v nng cao cht lng. V sinh vin chnh l lc lng tri thc c nh nc v x hi quan tm c bit. Ti cc trng i hc ni chung v trng Hc vin Cng ngh Bu chnh Vin thng ni ring, sinh vin nhn c rt nhiu cc dch v c cung cp ti trng. Mt trong nhng dch v h tr hc tp nhm gip cng tc o to t hiu qu cao khng th thiu ti cc trng i hc chnh l th vin. Nhiu th vin c c s vt cht, trang thit b...tuy y nhng cht lng cha cao v ang bt u xung cp, khng p ng c nhu cu s dng ca sinh vin, gy nh hng n nim am m t hc cng nh kt qu hc tp ca sinh vin. iu ny gy khng t s chn nn v bc xc ca sinh vin. Ti Hc vin Cng ngh Bu chnh Vin thng, khng gian phng v s lng bn gh, cc trang thit b nh qut, my chiu.khng cung cp cho sinh vin, hu ht sinh vin phi t hc ti phng tr, k tc x. Do , nhm 6 chn ti S k vng ca sinh vin v th vin trng Hc vin Cng ngh Bu chnh Vin thng nghin cu t vic thm d kin ca cc bn sinh vin t a ra nhng gii php gip nh trng nhn ra c vn cht lng cn gii quyt p ng c phn no s k vng y, nhm nng cao thc t hc ca sinh vin, to ra cho trng mt mi trng hc tp th hai nng cao kt qu hc tp ca sinh vin. 2. Mc tiu ca ti 2.1 Mc tiu trc mt:

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Kho st s hi lng ca sinh vin i vi cht lng th vin ti trng Hc vin Cng ngh Bu chnh Vin thng c s TP.HCM v tm hiu mt s yu t tc ng n kt qu ny. 2.2 Mc tiu su xa: Vic kho st ny nhm phc v cho cng tc i mi v nng cao cht lng th vin ti trng Hc vin Cng ngh Bu chnh Vin thng. 3. Cu hi nghin cu v gi thuyt nghin cu 3.1 Cu hi nghin cu: + M hnh no c th s dng nh gi mc hi lng ca sinh vin i vi cht lng th vin ti trng Hc vin Cng ngh Bu chnh Vin thng + Mc hi lng ca sinh vin chnh quy i vi cht lng th vin da theo tng tiu ch? + Nguyn nhn ca s hi lng v khng hi lng? Cn phi lm g? + C nhng gii php g nng cao mc hi lng ca Sv chnh quy i vi cht lng th vin trng Hc vin Cng ngh Bu chnh Vin thng? 3.2 Gi thuyt nghin cu: Nhm gi thuyt v quan h gia cc thnh phn cht lng ca dch v th vin i vi s hi lng ca sinh vin H1: mc cung ng dch v v gii quyt nhu cu quan h dng vi s hi lng H2: Kh nng p ng quan h dng vi s hi lng H3: S nhit tnh ca cn b th vin quan h dng vi s hi lng H4: S quan tm ca Nh trng ti sinh vin quan h dng vi s hi lng H5: C s vt cht quan h dng vi s hi lng Nhm gi thuyt v s khc bit trong nh gi cht lng th vin v s hi lng theo cc bin nhn khu hc v c trng c nhn ca sinh vin nh: Khoa, Nm hc, Hc lc, Gii tnh. H6: C s khc bit v nh gi cht lng theo Nm hc.
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H7: C s khc bit v nh gi cht lng theo Gii tnh. Gi thuyt H6; H7 gm c gi thuyt nhnh tng ng vic kim nh s khc bit ca 5 thnh phn cht lng dch v th vin: H8: C s khc bit v mc hi lng theo Nm hc. H9: C s khc bit v mc hi lng theo Gii tnh 4. ngha khoa hc v thc tin ca ti nghin cu + ngha khoa hc: Xem xt, o lng s k vng ca sinh vin; tip cn, gii quyt xut mt cch khch quan. + ngha thc tin: Gip chng ta hiu c s k vng v mt mi trng hc tp th 2 ca sinh vin. Qua c c ci nhn tng qut hn nhng kh khn m sinh vin ang gp phi, cng nh nhng thun li m sinh vin ang mong i khi s dng th vin trng. Kt qu nghin cu c ngha cng tc qun l, cht lng ca th vin; pht huy nhng mt tt cng nh khc phc kp thi nhng mt hn ch nhm p ng k vng cng nh to mt mi trng thun li cho sinh vin hc tp. 5. Phm vi v phng php nghin cu 5.1 Phm vi nghin cu + Phm vi khng gian: trng Hc vin Cng ngh Bu chnh Vin thng + i tng nghin cu: nhm nng cao tnh khch quan v hiu qu nghin cu qua vic tri nghim lu di th i tng nghin cu l cc sinh vin nm 4 Hc vin Cng ngh Bu chnh Vin thng, nhng sinh vin ny s cho nhng kt qu chnh xc v ton din hn so vi cc tn sinh vin hoc nm 2 5.2 Phng php nghin cu & cc k thut thu thp thng tin Phng php nghin cu Giai on nghin cu nh tnh: thu thp ti liu v hnh thnh phiu nh gi s hi lng ca sinh vin

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Giai on nghin cu nh lng: thu thp, kho st, phn tch d liu, thc hin cc khu phn tch v kim nh m hnh ngh o lng s hi lng ca sinh vin ti Trng Hc vin cng ngh bu chnh vin thng Thng k m t

Dng thit k nghin cu: Nghin cu ny c thit k ch yu theo dng nghin cu nh lng thng qua bng hi thu thp thng tin. Nghin cu cn kt hp mt phn vi nghin cu nh tnh thng qua phng vn su mt s sinh vin v nhng k vng ca sinh vin khi tham gia hc tp ti trng cng nh nhng kin ngh ca sinh vin nhm nng cao cht lng dch vu ca nh trng. Qua kt qu nhin cu s mang tnh thuyt phc v c tin cy cao hn. Cng c thu thp d liu, cc bin s v cc t liu: Cng c thu thp d liu: bng hi kt hp vi phng vn su. Cc bin s: Bin c lp: c s vt cht, thi phc v, mi trng dch v Bin ph thuc: s hi lng ca sinh vin. Bin kim sot: ngnh hc, nm hc, xp loi hc tp, gii tnh Cc ti liu v trng Hc vin Cng ngh Bu chnh Vin thng c s TP.HCM Bng hi. Phn mm thng k SPSS version 16.

Cc t liu: -

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II.

C s l lun ca ti
2.1. L thuyt v s hi lng ca khch hng 2.1.1 Khi nim: Hi lng khch hng l s so snh ch quan gia mc mong mun ca khch

hng vi thc t p ng, s hi lng i vi mt sn phm hoc dch v, bao gm bn yu t: Khch hng nhn bit cng hiu sn phm dch v Khch hng mong mun s dng tt cng hiu ny Khch hng nhn bit gi thnh dch v, cch s dng sn phm Thi gian, a im khch hng nhn xet v s hi lng V mt vi m, hi lng khch hng nhn din nhn t tc ng n s tha mn ca khch hng. V mt quyn li khch hng, hi lng khch hng l t vn v h tr khch hng la chn sn phm dch v. 2.2.2 C s l thuyt Cch tip cn ca nghin cu t quan im, sinh vin l khch hng v cc trng i hc c xem l n v cung ng dch v. Cht lng dch v l vn c cc nh qun l quan tm nhiu trong giai on cnh tranh khc lit nh hin nay. Mt sn phm c cht lng tt cha hn c khch hng chn mua nu nh cc dch v i km vi sn phm c nh gi thp. Hin nay, c rt nhiu nh ngha khc nhau v cht lng dch v, nhng nhn chung, nhiu chuyn gia cho rng cht lng dch v l nhng g m khch hng cm nhn c. Mi khch hng c nhn thc v nhu cu c nhn khc nhau nn cm nhn v cht lng dch v cng khc nhau. Theo Juran (1988) th cht lng l s ph hp i vi nhu cu, cn theo Feigenbaum (1991) th cht lng l quyt nh ca khch hng da trn kinh nghim thc t i vi sn phm hoc dch v, c o lng da trn nhng yu cu ca khch hng, nhng yu cu ny c th c nu ra hoc khng nu ra, c thc hoc n gin ch l cm nhn, hon
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ton ch quan hoc mang tnh chuyn mn v lun i din cho mc tiu ng trong mt th trng cnh tranh. Russell (1999) cho rng cht lng th hin s vt tri ca hng ha v dch v, c bit t n mc m ngi ta c th tha mn mi nhu cu v lm hi lng khch hng. Theo Lehtinen (1982), cht lng dch v phi c nh gi trn hai kha cnh: qu trnh cung cp dch v v kt qu ca dch v. Gronroos (1984) cng ngh hai lnh vc ca cht lng dch v, l cht lng k thut v cht lng chc nng. Cht lng k thut lin quan n nhng g c phc v v cht lng chc nng, ni ln chng c phc v nh th no. Cn i vi khi nim s hi lng, Bachelet (1995) cho rng s hi lng ca khch hng nh mt phn ng mang tnh cm xc ca khch hng p li vi kinh nghim ca h vi mt sn phm hay mt dch v. Theo Zeithaml and Bitner (2000), s hi lng ca khch hng l s nh gi ca khch hng v mt sn phm hay mt dch v p ng c nhu cu v mong i ca h. Cn theo Kotler (2001), s hi lng l mc ca trng thi ca mt ngi, bt ngun t vic so snh kt qu thu c t sn phm v nhng k vng ca ngi . Theo Parasuraman, Zeithaml, Berry (1991), c 5 nhn t nh hng n s hi lng ca khch hng; l: (1) tin cy (Reliability), (2) Mc p ng (Responsiveness), (3) S m bo (Assurance), (4) S cm thng (Empathy), (5) Phng tin hu hnh (Tangible). 2.2. Cht lng dch v 2.2.1 Khi nim dch v Khi x h i loi ng i xu t hi n n n s n xu t hng ho th ho t ng d ch v ng th i xu t hi n nh mt i h i khch quan. X h i pht tri n v i n n kinh t th tr ng hi n i, v ang i h i d ch v ti p t c pht tri n v phong ph hn. Trn th gi i ngy nay, n n kinh t khng ch n thu n v i cc s n ph m v t ch t c th , m bn c nh cn t n t i cc s n ph m d ch v . D ch v c coi l ngnh cng nghi p khng khi. T ng thu nh p qu c dn c a m t qu c
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gia cng nh doanh thu c a m t doanh nghi p khng th khng tnh n s ng gp c a lnh v c d ch v . cc n c pht tri n, t tr ng d ch v trong t ng s n ph m qu c gia th ng r t cao. Nhi u t ch a c nhn u t khng t ti n c a vo cc ho t ng d ch v b i m t l n gin l n em l i l i th kinh t cao v ang l xu th th i i. V y d ch v l g? Dch v l mt qu trnh gm cc hot ng hu i v cc hot ng pha trc ni m khch hng v nh cung cp dch v tip xc vi nhau. Mc ch ca vic tip xc ny l nhm tha mn nhu cu v mong mun ca khch hng theo cch khch hng mong i cng nh to ra gi tr cho khch hng. Mt nh ngha khc v dch v: Dch v l nhng hot ng mang tnh x hi, to ra cc sn phm hng ho khng tn ti di hnh thi vt th, khng dn ti vic chuyn quyn s hu nhm tha mn kp thi cc nhu cu sn xut v i sng sinh hot ca con ngi. 2.2.1.1 Cc thc o cht lng dch v: Cc thc o cht l ng d ch v c trnh by di y c nh ngha b i cc nghin c u ti p th , h nghin c u nhi u l nh v c d ch v khc nhau nh: s a ch a gia d ng, ngn hng, d ch v i n tho i ng di, an ninh, v cc cng ty th tn d ng.H xc nh c 5 thu c tnh c b n m khch hng s d ng nh gi cht l ng d ch v : tin c y, p ng, b o m, th u c m, h u hnh. Cc thc o ny c x p th t theo chi u gi m gi n mc quan tr ng v i khch hng. 2.2.1.2 Khong cch trong cht lng dch v Vic o lng khong cch gia dch v mong i v dch v nhn c l mt qu trnh phn hi u n ca khch hng i vi dch v cng ty cung cp C 5 kho ng cch trong ch t l ng d ch v (ngu n: SERVICE MANAGEMENT, James A.Fitzsimmons-Mona. Fitzsimmons)

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2.2.2 Cc thuc tnh ca cht lng dch v Cc tc gi c a m hnh kho ng cch ch t l ng d ch v pht tri n 22 thu c tnh o lng 5 thc o c a ch t l ng d ch v ** tin cy (gi thuyt H1)

Cung ng d ch v nh h a: tin c y trong vi c gi i quy t cc v n c a sinh vin Th c hi n t t d ch v ngay l n u tin Duy tr m c khng sai st Trong th vi n, cc ngu n ti li u c n c s p x p c n th n theo khu v c

khng ch ng cho gy kh khn cho sinh vin. Vic sai v tr v khu v c ti li u s lm cho c nhn vin th vi n v sinh vin d b nh m l n v m t th i gian trong vi c tm ti li u h c t p. ti li u tham kh o c n y , c p nh t, gi i p c nh ng khc m c trong qu trnh h c t p. bn c nh cng c n trang b thm sch bo gi i tr, ** p ng (gi thuyt H2)

Lun thng bo cho khch hng khi no d ch v c th c hi n D ch v nhanh chng cho sinh vin Mong mun h tr cho sinh vin S n sng p ng cc yu c u c a sinh vin Nhn vin lun l ch s , nh nh n Nhn vin c ki n th c tr l i t t c cu h i c a khch hng Cc nhn vin trong d ch v th vi n c n c ki n th c nghi p v tr l i

** bo m (gi thuyt H3)

nh ng th c m c c a sinh vin, lun t ra nh nh n l ch s khi giao d ch v i sinh vin. ** thu cm (gi thuyt H4)

Quan tm n khch hng m t cch c nhn T o cho khch hng thch th t n y lng
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Nhn vin thng hi u nhu c u sinh vin Gi lm vi c ph h p Cc nhn vin c a d ch v th vi n c n t ra quan tm v i sinh vin t

n m b t c nhu c u sinh vin nh m gi i quy t m t cch th a ng. Ch ng h n, khi m t sinh vin khng n m v ng v quy trnh ti n hnh m n sch hay n i quy c a th vi n th nhn vin t i th vi n c th gi i thch cho sinh vin hi u c d dng v r rng nh t, t o cho sinh vin m t mi tr ng h c t p y v d ch u, t c h ng th h c t p hn vo th i gian ngoi gi ln l p. Vi c ny s hnh thnh m t thi quen tch c c c v l i s ng cng nh trong k t qu h c t p. Gi m c a c a th vi n ph h p v i gi t h c c a sinh vin, khng th m c a qu mu n v ng c a qu s m ** h u hnh (gi thuy t H5)

D ng c hi n i Phng ti n b t m t Nhn vin c hnh th c p ngn n p V t d ng lin quan n d ch v b t m t M t v d d th y l s ngn n p c a bn gh , ti li u trong d ch v th

vi n. Ho c cc phng ti n h tr d ch v nh s hi n i b t m t c a my vi tnh trong th vin, cng nh trang ph c c a nhn vin cc phng c n g n gng l ch s . 2.2.3 nh gi cht lng dch v Ty theo quan i m m c nh ng cch nh gi cht l ng d ch v khc nhau:

So snh: cn c vo s v t tr i c a d ch v ny so v i d ch v khc cng lnh v c. Da vo sn xut: cn c vo s ph h p so v i tiu chu n. M t tr ng ti u

h c c 90% h c sinh gi i c xem l c ch t lng hn mt trng i h c c

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d i 10% sinh vin gi i.

Da vo khch hng: m t d ch v p ng nh ng i h i c a ng i s d ng

l d ch v c ch t l ng. M t qun n c kh u ph n n nhi u v gi bnh dn s l m t qun n c cht lng i vi dn lao ng nhng v i nh ng ng i giu c th ph i l qun c mn n ngon, ph c v chu o, sang tr ng.

Da vo gi c: m t d ch v c coi l c ch t lng hn n u c gi th p

hn.

Do c nhi u quan i m v ch t l ng d ch v nn cng c nhiu phng php nh gi. Cc nghin c u g n y cho thy c 3 phng php chnh :

Phng php da vo sn phm Phng php da vo sn xut: Phng php da vo khch hng: y l phng php s dng rng ri nht. Parasuraman a ra m hnh SERVQUAL vi 5 tiu ch nh gi v 22 cu hi dng xc nh cht lng ca mt dch v. M hnh ny da trn khong cch gia k vng ca khch hng v dch v nhn c. 2.3. M hnh nh gi s hi lng ca khch hng M hnh SERVQUAL (Service Quality) M hnh SERVQUAL do Parasuraman et al xut vo nm 1985. y l m hnh c s dng rt rng ri trong vic nh gi cht lng dch v. Hnh thc u tin ca m hnh SERVQUAL l m hnh nm khong cch dch v. Trong : Khong cch 1: Khc bit gia mong i ca khch hng v nhn thc ca nh qun l v mong i ca khch hng. Khong cch 2: Nh qun l truyn t sai hoc khng truyn t c k vng ca khch hng thnh quy trnh, quy cch cht lng.
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Khong cch 3: Nhn vin lm vic khng ng quy trnh nh. Khong cch 4: Qung co v gii thiu sai. Khong cch 5: Tng ca 4 khc bit trn - sai lch gia dch v nhn c v k vng ca khch hng. M hnh nm khc bit l m hnh tng qut, mang tnh cht l thuyt v cht lng dch v. c th thc hnh c, Parasuraman et al. xy dng thang o dng nh gi cht lng trong lnh vc dch v, theo ng bt k dch v no cht lng cng c khch hng cm nhn da trn 10 thnh phn: (1) tin cy, (2) p ng, (3) nng lc phc v, (4) tip cn, (5) lch s, (6) thng tin, (7) tn nhim, (8) an ton, (9) hiu bit v khch hng, (10) phng tin hu hnh. M hnh ny c u im l bao qut hu ht mi kha cnh ca dch v, tuy nhin rt kh khn trong vic nh gi v phn tch. Do vy, sau nhiu ln hiu chnh, nm 1988 Parasuraman et al cho ra i thang o SERVQUAL. Thang o SERVQUAL bao gm 22 bin thuc 5 thn phn:
(1) S tin tng (reliability): kh nng thc hin dch v ph hp v chnh xc

vi nhng g cam kt, ha hn.

(2) Kh nng p ng (responsiness): mc mong mun v sn sng phc v

khc hng kp thi.

(3) Nng lc phc v (assurance) : kin thc, chuyn mn v phong cch lch

lm ca nhn vin phc v, kh nng lm cho khch hng tin tng.

(4) S cm thng (empathy): th hin s quan tm ca nhn vin ti khch hng (5) S hu hnh (tangibility): s th hin bn ngoi ca c s vt cht, thit b,

nhn vin v vt liu, cng c thng tin. C th, theo m hnh SERVQUAL, cht lng dch v c xc nh nh sau: Cht lng dch v = Mc cm nhn - Gi tr k vng.

Thng qua cc kim tra thc nghim, b thang o SERVQUAL c nhiu nh nghin cu cho l kh ton din do kh nng bao qut ht cc kha cnh, v c coi cng c o lng cht lng dch v tin cy v chnh xc. Ngoi ra, cc bin kim sot
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sau l c ngha trong tc ng n cht lng dch v cm nhn ca sinh vin: (1) Gii tnh; (2) nin hc ca sinh vin ti nh trng; (3) khoa ca sinh vin ti trng. 2.4 M hnh nghin cu l thuyt 2.4.1 Mi quan h gia cht lng dch v v s hi lng ca khch hng Th vin c bit nh l ni tp hp sch v tp ch s dng c v hoc tra cu, gp phn cho vic trau di kin thc cng nh hc tp. Dch v l khi nim c bn i vi th vin. Ngi s dng th vin chnh l sinh vin, l im tp trung ca dch v th vin. Th vin cn c xem l trung tm sng kin, vn ha v thng tin, do th vin ng vai tr v cng quan trng trong vic hc hi di hn ca ngi hc. Gi tr ca th vin i vi c nhn v x hi c cng nhn nh mt s hin nhin. Tuy nhin, khi lng thng tin bng n nh hin nay, ngi hc v ngi dy i hi dch v ca th vin c nng cao p ng nhu cu ny. Do , ng dng qun l cht lng i vi th vin l ci tin khng ngng cht lng sn phm v dch v phc v ngi c c tt hn. Mt th vin c nh gi cao th s nh hng tch cc n qu trnh thu nhn kin thc ca sinh vin, cui cng l kt qu hc tp ca sinh vin Hc vin Cng ngh Bu chnh Vin thng s c cht lng hn. iu ny c chng minh trong cc nghin cu hn lm trn th gii v mi quan h gia cht lng th vin v cht lng o to i hc. Hi lng l phn ng ca ngi tiu dng khi c p ng mong mun (Oliver, 1997), l phn ng ca khch hng v s khc bit gia mong mun v mc cm nhn sau khi s dng sn phm/dch v (Tse v Wilton, 1988). Nh vy, hi lng l hm ca s khc bit gia kt qu nhn c v k vng (Kotler, 2001). Parasuraman v cng s (1993), cho rng gia cht lng dch v v s hi lng khch hng tn ti mt s khc bit, im khc bit c bn l vn nhn qu Trong kinh doanh, khch hng c ngha l li nhun. Khch hng hi lng th li nhun ca cng ty s nhiu hn. Ngc li, dch v km c th lm gim doanh thu. Tuy nhin, i vi dch v th vin, khch hng (sinh vin) hi lng c th yu t ny khng
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chuyn thnh li nhun trc tip nhng chc chn l dch v ca th vin c nh gi cao v c gi tr. Dch v c cht lng tt s ci thin hnh nh th vin, thng qua th vin khng nh c tnh chuyn nghip ca mnh cng nh chng minh c thin ch ca s ng h vic hc hi di hn v v th s nng cao uy tn x hi ca th vin (Miao & Bassham 2007). Cht lng dch v v s tha mn ca khch hng c cng nhn l yu t khng th thiu trong vic gi chn v thu ht khch hng (Banwet & Datta 1999). Chnh v th s tha mn ca sinh vin s a cht lng dch v trong gio dc ni chung v i vi dch v th vin ni ring n s ch t cc nh qun l gio dc t li th cnh tranh. Do , thng qua vic hiu bit v xem xt tnh hnh cht lng dch v ph hp th s tng c tha mn ca sinh vin. 2.4.2 M hnh nghin cu M hnh nghin cu ca ti nh sau:

Mc tin cy (cung ng dch v v gii quyt cc vn ca sinh vin)

Mc quan tm v thu hiu Mc p ng ( nhanh chng, sn sng) S hi lng ca sinh vin

Mc bo m (thi phc v, lng tin, tri thc ca cc nhn vin ti th vin tr li nhng khc mc ca sinh vin)

Nhn t hu hnh (c s vt cht, trang thit b y , hin i, bt mt, ngn np)

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III. Thit k nghin cu

3.1 Hoch nh d liu nghin cu Ngun d liu thu thp c l ngun s cp, vi cc c im nh sau: + Loi d liu: cc thng tin c thu thp v: + V tr hay a im thu thp: thng tin c thu thp ti trng Hc vin Cng ngh Bu chnh Vin thng + Phng tin thu thp: da trn vic p ng a s cc yu cu ca vic la chn phng php thu thp d liu v vi s lng thnh vin hu hn trong nhm thc hin nghin cu th d liu c thu thp thng qua hnh thc phng vn trc tip vi bng cu hi kho st 3.2 Hoch nh chn mu nghin cu + i tng mu: sinh vin ti trng Hc vin Cng ngh Bu chnh Vin thng + Phng php chn mu: Vi cc tnh cht ca bi nghin cu kt hp vi cc c im ca cc phng php chn mu khc nhau, nhm nghin cu quyt nh chn phng php to mu phi xc sut vi cch ly mu thun tin, tip cn vi nhng sinh vin ca Hc vin mt cch thun tin nht. + Kch c mu: nhm quyt nh kho st vi 100 mu + Khung chn mu: Gii tnh Nam N Tng cng Phn loi sinh vin (theo nm hc) Nm 1 10 10 20 Nm 2 10 10 20 Nm 3 40 20 60 Nm 4 70 30 100 Tng cng 100 100 200

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IV. Kt qu nghin cu
B ng cu h i c a d ch v th vin cng c t t c 18 cu h i. Sau khi l c d li u k t qu thu v l 125 b ng hon ch nh a s sinh vin u t p trung vo m t s quan im cng nh ki n n i b t sau:
-

Thi u sch, khng c p nh t k p th i ngu n ti li u Trc y My vi tnh ph c v sinh vin thi u v th ng xuyn b tr c tr c v 1 nm tr l i y th phng c c a th vi n b h n cc thi t b vi tnh Nn m c a thm th b y v ch nh t. Cuc kho st tin hnh trn 200 bng hi cho sinh vin khoa qun tr kinh doanh

1 kha 2010-1015 v 2011-2016 Hc Vin Cng Ngh Bu Chnh Vin Thng. Sau khi lc b nhng bng khng yu cu, kt qu thu v l 125 bng. Sau khi tnh ton trn excel nhm nghin cu thu c kt qu nh sau: + Trong 125 mu, c 24,8% tng ng vi 31 bn cho bit khng thng xuyn ln th vin hc tp v nghin cu. trong c 24 nam v 7 n. 29 bn l sinh vin nm 3, chim s ng trong s nhng bn sinh vin t ln th vin. + S 94 bn cn li, bao gm 57 n v 37 nam, trong c 68 bn l sinh vin nm 4 v 26 bn l sinh vin nm 3. Bng kho st gm 18 cu hi tng ng vi 18 thuc tnh thu v cho kt qu nh sau: C 6 thuc tnh c khong cch ln gia s hi lng v cht lng nhn c l (1) thit b hin i, (2) lun cp nht kp thi ngun t liu, ti liu; (3) cung cp y nhng hng dn truy tm ti liu cng nh cc a ch Internet chuyn ngnh; (4) Sp xp ti liu hp l theo ch ; (5) Nhn vin lun to cho sinh vin cm gic thoi mi khi vo th vin; (6) Nhn vin lun nh nhn v nhit tnh
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Thuc tnh 1

Thuc tnh 2
Hon ton khng ng (6%) Khng ng (82%) Khng kin (12%) ng (0%)

Hon ton khng ng (8%) Khng ng (78%) Khng kin (10%) ng (4%)

Hon ton ng (0%)

Thuc tnh 3
Hon ton khng ng (6%) Khng ng (60%) Khng kin (20%) ng (14%)

Thuc tnh 4
Hon ton khng ng (4%) Khng ng (56%) Khng kin (23%) ng (17%)

Hon ton ng (0%)

Hon ton ng (0%)

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Thuc tnh 5
Hon ton khng ng (6%) Khng ng (46%) Khng kin (34%) ng (10%)

Thuc tnh 6
Hon ton khng ng (3%) Khng ng (48%) Khng kin (29%) ng (15%)

Hon ton ng (4%)

Hon ton ng (5%)

i u ny gi i thch m t i u r ng hi n nay p ng c a th vi n v trang thi t b , ti li u ph c v cho vi c nghin c u, tham kh o l khng cao cng nh nhn vin th vin cha hon thnh t t trch nhi m c a mnh. T bi u cng c th th y thu c tnh (1), (2) v (3) c nh h ng l n nh t n s hi lng c a sin h vin i v i ch t l ng d ch v Bn cnh nhng thuc tnh c nh hng dng n s hi lng l (1) Thi gian hot ng ca th vin thun tin hp l; (2) Quy trnh th tc mn ti liu c thc hin d dng nhanh chng; (3) Khng mc sai st, nhm ln trong qu trnh phc v sinh vin; (4) Th vin cung cp cho sinh vin mt mi trng nghin cu hp dn hu ch

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Thuc tnh 1
Hon ton khng ng (0%) Khng ng (0%) Khng kin (0%) ng (85%)

Thuc tnh 2
Hon ton khng ng ()%) Khng ng (25%) Khng kin (10%) ng (65%)

Hon ton ng (15%)

Hon ton ng (0%)

Thuc tnh 3
Hon ton khng ng (0%) Khng ng (5%) Khng kin (15%) ng (60%)

Thuc tnh 4

Hon ton khng ng Khng ng Khng kin ng Hon ton ng

Hon ton ng (20%)

iu ny c th hin qua vic thay i mt s quy nh v gi ng m ca ca phng c thuc h thng th vin trong thi gian gn y.
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Vi cc thuc tnh cn li, nhng yu t t nh hng n s hi lng ca sinh vin nht bao gm: (1) Thc hin tho ng cc vn nh ha hoc nh thng bo; (2) Thc hin cc vn ng vo thi gian ha hoc nh thng bo; (3) Bn gh k sch trong th vin trng sch s bt mt; (4) Ni tht bn trong th vin c sp xp gn gng hp l; (5) Nhn vin lun sn lng gip sinh vin Vi nhng thuc tnh ny kt qu thu v t bng hi ch yu l khng c kin, kt qu trung bnh ca 5 thuc tnh l 63% khng kin, 11% khng ng , 2% hon ton khng ng , 20% ng v 4% hon ton ng . Nh vy c th thy nhng yu t bn ngoi nh s bt mt, gn gng khng nh hng nhiu n s kim nh cht lng ca dch v. c th ni y khng phi nhng thuc tnh ct li ca dch v th vin

V.

Kin ngh v gii php chung

T nh ng ki n ngh c a sinh vin c ng v i k t qu phn tch c c,

nhm th c hi n ti xin a ra nh ng ki n ngh sau: 5.1 V m c p ng Nhn vin t i th vin nn gip cho sinh vin trong qu trnh tm sch cng nh khng qu b n r n tr l i cc cu h i c a sinh vin. C m t th c t cho th y cc b n r t kh khn trong vic tm c ti li u mnh c n do u sch qu t v khng ph h p v i chng trnh h c th c t , ti li u khng c c p nh t theo th i gian. Nh ng gio trnh c m n ch y u ch ph c v cho cc mn h c c b n c a nm 1 v hc k u c a nm 2. Vi c m r ng thm m t s ngnh c th c hi n trong vi nm tr l i y c a h c vi n khng i i v i tng thm s l ng sch tham kh o chuyn ngnh trong th vin tr ng. C th th y r iu ny i v i b ng h i c th c hi n t i l p k ton kha 2010-2015 v 2011-2016, cc b n khng thng xuyn m n sch t th vin tham kh o m ch h c gio trnh c a gio vin h ng d n a ra. i u ny t o thnh m t
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thi quen khng t t, khi n sinh vin l i nghin c u v th ng nhi u hn trong vi c ti p thu ki n th c v cc ti li u khng c s n, ph i tm ki m trn Internet ho c i mua ngoi. Bn c nh quy trnh m n ti li u d khng m t th i gian nhng vi c s p x p ring t ng bu i cho cc l p tuy khoa h c nhng cha th c s h p l. Nh ni trn, vi c trao i sch t i th vi n ch y u l gio trnh v c a cc nm u, v v y lng sinh vin m n sch l khng qu nhi u, nhng ph i ch c tu n m i c th mn c sch, khi th i gian chu n b bi l khng c ho c r t t, d n n vi c b t h p l. V v y nh tr ng c n s d ng hi u qu h th ng th vi n c s n m b o cho ho t ng t h c c a sinh vin nh: Sch gio khoa, sch tham kh o, phng ... th vi n c n lin t c c p nh p v cung c p thm nhi u sch tham kh o cho sinh vin, trnh tnh tr ng thi u sch, th m ch khng gio trnh cho sinh vin m n. 5.2 V m c b o m Nhn vin t i th vin cha th t d ti p xc nn t o cho cc b n sinh vin tm l ng i h i, ng i trnh by, v th cha pht huy c h t vai tr c a mnh trong vi c gip tm ki m thng tin gi i quy t v n . Qua cng cha t o c s tin tng ni ng i s d ng. iu ny cng l m t trong nh ng nhn t c n tr sinh vin thng xuyn ln th vin nghin c u. a ph n cc b n ch s d ng phng c th vi n cho ho t ng t h c ngoi gi v th o lu n, h c nhm. Tuy nhin nhn m t cch khch quan th vi c nhn vin cha pht huy h t kh nng ca mnh cng l do th vin cha thu ht c s ng sinh vin, khi n cng vi c tr nn nhm chn, khng c ng l c i m i. th vin tr ng ho t ng hi u qu hn th:
-

Nhn vin c a th vi n c n nh nh n v c trch nhi m hn trong cng

vi c, t o ra mi tr ng thn thi n v chuyn nghi p b o m v tnh chnh xc v ng tin cy i v i nh ng ti li u ang c, cung c p cho sinh vin khng gian
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nghin c u h p d n, h u ch
-

B o m v tnh chnh xc v n g tin c y i v i nh ng ti li u ang c Cung c p y nh ng h ng d n truy tm ti li u cng nh cc a ch 5.3 V m c quan tm v th u hi u Vi c i u ch nh th i gian ho t ng th vin c th c hi n g n y cho

Internet chuyn ngnh

th y nh trng l ng nghe sinh vin nhi u hn. Trc y th vin ng v m c a theo gi hnh chnh, i u ny khi n cho vi c t h c v t c i khi b gin o n. Hi n nay phng c c m c a c ngy, bu i tra sinh vin c th tranh th gi ngh h p bn v bi v cng nh s d ng m ng Wifi. Cng nh v y m gi m b t i tnh tr ng cc b n nh xa trng nn tra l i ng i trn lan ngoi hnh lang ho c b t c ni cng c ng no gy n o, phi n toi n ng i xung quanh cng nh m t m quan c a H c Vi n. Tuy nhin theo nguy n v ng c a nh ng b n tham gia cu c kh o st c a nhm nghin c u, th vi n c n c m c a c th b y v ch nh t ti n ph c v cho ho t ng t h c. 5.4 V m c h u hnh Theo k t qu kh o st, y l y u t nh h ng r t l n n s hi lng c a sinh vin i v i d ch v th vi n. bn gh v k sch trong phng c u c v s p x p l n x n, ch ng cho. L i i gi a cc bn qu h p v do x p khng h p l nn vi c di chuy n gy n o v nh hng n ng i khc. Khng nh ng v y, bn gh nh ng ni khng s d ng nhi u ng bi do khng c lau chi th ng xuyn. Hi n tng ny c c i thi n trong th i gian g n y khi nhn vin v sinh th ng xuyn lau d n sn v s p x p l i bn gh cu i m i ngy. Phng c cng khng c thong mt, qu t ch c b tr m t vi ni nn v i th i ti t n ng nng, vi c h c s km hi u qu do kh t p trung. Bn c nh , vic nh tr ng b i h th ng my tnh l i th i gi i t a thm di n tch tr ng ph c v h c t p, cng nh d n t i m c a t do phng c, khng ph i xu t trnh th v ch ra vo trong gi hnh chnh nh tr c
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y. Mng Internet cng c cung c p mi n ph gip sinh vin c th truy c p m ng v tm hi u thng tin nhanh chng, thu n ti n. y l m t trong nh ng y u t gip c i thi n v rt ng n kho ng cch trong ch t l ng d ch v v s k v ng c a sinh vin. Gi i php a ra l nh tr ng c n quan tm nhi u hn n vi c u t thi t b , bn gh m i cho th vi n, s p x p l i ho c m r ng trnh tnh tr ng ch t ch i ho c kh ng ch ng i, t o khng gian thng thong, mt m v b t m t. c ngu n kinh ph th c hi n vi c ny, nh tr ng c th k t h p v i on trng th c hi n phong tro ku g i ng gp v cc cn b l p huy ng m t ph n t sinh vin- l khch hng tr c ti p th h ng d ch v . 60% cc b n tham gia kh o st u s n sng ng gp m t s ti n nh t nh c i thi n ch t l ng d ch v m mnh ang nhn c.

K T LU N
Ngy nay, vic nghin cu nh gi cht lng dch v v cc dch v h tr trong gio dc l mt cng vic c nhiu nc trn th gii thc hin t nhiu nm nay. Trong m hnh Servqual l mt cng c c s dng rt ph bin, Trong bi ny, m hnh Servqual c p dng nh gi dch v h tr trong trng hc l th vin; y l loi hnh dch v c sinh vin quan tm s dng ph bin nht bn cnh mt lot cc dch v h tr khc. Trn 200 bng cu hi, s lng bng cu hi hon chnh sau khi lc l 125 bng. Kt qu phn tch d liu phn nh quan im ca sinh vin i vi loi hnh dch v ny v nhng nhn t nh hng nhiu nht n cht lng dch v. Kt qu thu c cu i cng t cu c nghin c u l m t ti li u tham kh o h u ch, gip nhn nhn vn mt cch su sc hn, t c th ra nhng bin php ti u gii quyt vn .

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