A STUDY ON FACTORS AFFECTING STUDENT’S SATISFACTION WITH SUPPORT SERVICES AT LAC HONG UNIVERSITY Tran Thi Kim Chi

Abstract

This study examines the factors that affect student’s satisfaction with support services at Lac Hong University based on the SERVPERF model. Samples were selected using the convenience sampling method with 392 students answering the survey. Cronbach's Alpha test, exploratory factor analysis (EFA), linear regression analysis, and hypotheses test were used in the study. Research results show that five factors affecting student’s satisfaction with support services are “Service procedure, Service quality, Academic aspects/Consultant, Extracurricular activities and Infrastructure”. Among the aforementioned factors, the “Infrastructure” has the most significant impact on student’s satisfaction.