FACTORS AFFECTING QUALITY SATISFACTION OF TRAINING SERVICES AT HANOI COLLEGES OF INDUSTRIAL ECONOMICS

Abstract

This paper presents study examines levels of students’ satisfaction with the
quality of training service at the Hanoi College of Industrial Economics. Based on
Gronroos' service quality model, developed by Harvey L.,Green D., and Hill in
educational research. The results have shown that there are three factors that affect
students’ satisfaction on the quality of training services: Program, learning
materials (β = 0.436); Teachers, facilities (β = 0.275); Service price (β = 0.215). The
relationship between factors was explained by regression with adjusted R2 = 0.593.
Through the research results, the author proposes some basic solutions to improve
the quality of training service delivery at Hanoi College of Industrial Economics.