A Gap Analysis on Higher Education ServiceA case of Ho Chi Minh University of Technology (Hutech)

• Main Authors: Tran Thi Truc Son, 陳氏竹山
• Other Authors: 朱惠琴
• Format: Others
• Language: en_US
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/z48r3m

碩士 === 樹德科技大學 === 金融與風險管理系碩士班 === 99 === Over the last decade of 20th century, universities of all types and sizes have increasingly come to understand the importance of student satisfaction. It is widely understood that it is far less costly to keep existing customers than it is to win new ones, and it is becoming accepted that there is a strong link between customer satisfaction, customer retention and reputation. For many universities, especially the private ones, student satisfaction has become one of the important measurements of success. There were a number of researches that investigated on the relationship between the quality of higher education service and the student satisfaction. The aim of this study was to investigate customer service quality at a university. This study was also conducted to identify important aspects of student satisfaction as a tool for conducting different measurement of a university. The three objectives of this study were: (1) to identify factors of service quality in supporting the teaching and learning process which affects the satisfaction of students being currently enrolled in regular systems, and to identify Student perceptions towards the services provided at Hutech; (2) to identify the gaps between student expectations and perceptions of service quality; and (3), to propose suggestions for improving the quality of higher education service in Hutech. The instrument used to assess the student expectations and perceptions of service quality was the SERVQUAL questionnaire, including five quality dimensions. Five hundred and eighteen students were surveyed using the SERVQUAL questionnaire. The respondents were selected through convenience sampling was applied. Data were analysed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study.