I HC QUC GIA H NI

VIN M BO CHT LNG GIO DC

------------ ------------

MA CM TNG LAM

CC YU T NH HNG N S HI LNG
CA SINH VIN I VI
C S VT CHT, TRANG THIT B
TI TRNG I HC LT

LUN VN THC S

TP H Ch Minh, nm 2011

I HC QUC GIA H NI
VIN M BO CHT LNG GIO DC
------------ ------------

MA CM TNG LAM

CC YU T NH HNG N S HI LNG
CA SINH VIN I VI
C S VT CHT, TRANG THIT B
TI TRNG I HC LT

Chuyn ngnh: o lng v nh gi trong gio dc

(Chuyn ngnh o to th im)

LUN VN THC S

Ngi hng dn khoa hc

TS. NGUYN TH THU HNG

TP H Ch Minh, nm 2011

LI CAM OAN
Ti tn: Ma Cm Tng Lam
L hc vin cao hc lp o lng v nh gi trong Gio dc, kha 2008
ca Vin m bo cht lng gio dc, i hc quc gia H Ni.
Ti xin cam oan nghin cu Cc yu t nh hng n s hi lng ca
sinh vin i vi c s vt cht, trang thit b ti Trng i hc Lt l kt
qu ca qu trnh hc tp, nghin cu khoa hc c lp v nghim tc. Cc s liu
trong lun vn c thu thp t thc t c ngun gc r rng, ng tin cy, c
x l trung thc v khch quan
Ti xin chu trch nhim v nghin cu ca mnh.

Hc vin

Ma Cm Tng Lam

LI CM N
Ti xin trn trng by t lng bit n i vi TS. Nguyn Th Thu Hng,
Vin m bo Cht lng Gio dc, H Quc gia H Ni, C tn tnh hng
dn, ch bo ti trong sut qu trnh thc hin lun vn.
Ti xin chn thnh cm n Ban Gim c Vin m bo Cht lng Gio
dc, H Quc gia H Ni; Ban Gim c Trung tm Kho th v nh gi Cht
lng o to, H Quc gia TPHCM, cc Ging vin tham gia ging dy kha
hc trang b cho ti nhng kin thc qu bu v o lng v nh gi trong
Gio dc.
Xin chn thnh cm n Ban Gim hiu Trng i hc Lt, Thy (C)
gio, cc bn ng nghip v cc bn sinh vin Trng i hc Lt ng
vin v gip ti trong qu trnh thc hin lun vn.
Cm n cc bn hc vin cng kha ng vin, h tr ti hon thnh lun
vn.
Hc vin

Ma Cm Tng Lam

MC LC
LI CAM OAN.......................................................................................................1
LI CM N.............................................................................................................2
DANH MC CH VIT TT ..................................................................................6
DANH MC CC HNH...........................................................................................7
DANH MC CC BNG..........................................................................................8
PHN M U .........................................................................................................9
1. L do chn ti:.................................................................................................9
2. Mc ch nghin cu:.........................................................................................11
3. Khch th, i tng nghin cu:.......................................................................12
4. Phng php nghin cu: ...................................................................................12
5. Cu hi nghin cu v Gi thuyt nghin cu:....................................................13
6. Gii hn v phm vi nghin cu:........................................................................14
7. Cu trc ca lun vn: ........................................................................................14
Chng 1. TNG QUAN TI LIU.....................................................................15
1.1. Cc nghin cu nc ngoi: ........................................................................15
1.2. Cc nghin cu trong nc:.........................................................................19
Chng 2.

C S L LUN V M HNH NGHIN CU............................26

2.1. Cc khi nim c bn: .....................................................................................26

2.1.1. Khi nim v dch v:...............................................................................26
2.1.2. Cht lng dch v: ..................................................................................28
2.1.3. S hi lng ca khch hng: .....................................................................31
2.1.4. Quan h gia cht lng dch v v s hi lng ca khch hng: .............33
2.1.5. Cc m hnh o lng cht lng dch v: ...............................................34
2.1.6. CSVC-TTB Hnh thc dch v phc v qu trnh Dy Hc ................40
2.2. M hnh cht lng CSVC-TTB ca trng i hc:.......................................44
2.2.1. C s p dng m hnh:............................................................................44
2.2.2. M hnh nghin cu: ................................................................................47
2.2.3. Thang o cht lng CSVC-TTB Trng HL d tho: .......................48
Chng 3.

PHNG PHP, NI DUNG V KT QU NGHIN CU.......50

3.1. Gii thiu khi qut v Trng i hc Lt: ..............................................50

3.2. Phng php nghin cu: ................................................................................53

3.2.1. Thit k nghin cu:.................................................................................53
3.2.2. Thit k cng c o lng: ......................................................................53
3.2.2.1. Nghin cu s b: ...............................................................................53
3.2.2.2. Bng hi kho st: ..............................................................................54
3.2.3. c im mu nghin cu: ......................................................................54
3.3. Ni dung v kt qu nghin cu: .....................................................................57
3.3.1. Thng k m t kt qu kho st: .............................................................57
3.3.1.1. Nhn t Nng lc i ng NV: ...........................................................59
3.3.1.2. Nhn t Cng tc qun l ca Nh trng: ........................................60
3.3.1.3. Nhn t Tnh trng CSVC-TTB: ..........................................................61
3.3.1.4. Nhn t Nng lc i ng GV: ...........................................................62
3.3.1.5. S hi lng ca SV: ............................................................................63
3.3.2. nh gi thang o: ...................................................................................64
3.3.2.1. Phn tch nhn t khm ph EFA: .....................................................64
3.3.2.2. H s Cronbachs Alpha: ...................................................................68
3.3.3. Xy dng m hnh hi quy: ......................................................................73
3.3.3.1. Phn tch hi quy: ..............................................................................73
3.3.3.2. Kt qu phn tch hi quy a bin: .....................................................77
3.3.3.3. M hnh hi quy a bin: ...................................................................77
3.3.3.4. Kim nh gi thuyt H1, H2, H3, H4: ...............................................78
3.3.4. Phn tch phng sai (ANOVA):..............................................................80
3.3.4.1. So snh s khc bit v kt qu nh gi cht lng CSVC-TTB
ca cc nhm i tng kho st theo yu t c im c nhn:.........80
3.3.4.2. So snh s khc bit v s hi lng ca SV i vi CSVC-TTB
ca cc nhm i tng kho st theo yu t c im c nhn:.........88
PHN KT LUN KHUYN NGH...................................................................94
TI LIU THAM KHO......................................................................................100
PH LC................................................................................................................104
Ph lc 1: Thang o SERVPERF cht lng CSVC-TTB d tho: .......................105
Ph lc 2: Ma trn tch hp SERVPERF Ngun lc Nh trng:......................107
Ph lc 3: Thang o cht lng CSVC-TTB Trng HL: ............................... 108
Ph lc 4: Thng tin v CSVC-TTB Trng HL 2010 - 2011:.........................110
Ph lc 5: Phiu kho st kin sinh vin:...........................................................111
Ph lc 6: Thang o cht lng CSVC-TTB Trng HL chnh thc: ..............114
Ph lc 7: Thng k m t mu nghin cu:.........................................................115

Ph lc 8: Thng k m t kt qu kho st: ........................................................115

Ph lc 9: Kt qu phn tch nhn t EFA: ..........................................................118
Ph lc 10: Kt qu hi quy Enter: ......................................................................120
Ph lc 11: Kt qu hi quy Stepwise: .................................................................122
Ph lc 12: Kt qu ANOVA nh gi cht lng cc thnh phn theo GT: ........125
Ph lc 13: Kt qu ANOVA nh gi cht lng cc thnh phn theo KH:........126
Ph lc 14: Kt qu ANOVA nh gi cht lng cc thnh phn theo NH:........128
Ph lc 15: Kt qu ANOVA S hi lng theo GT:...............................................132
Ph lc 16: Kt qu ANOVA S hi lng theo KH: ..............................................132
Ph lc 17: Kt qu phn tch su ANOVA S hi lng theo NH: ........................133
Ph lc 18: Thng k kin SV:...........................................................................134

BNG DANH MC CC CH VIT TT

i hc Lt

HL

C s vt cht Trang thit b

CSVC-TTB

Ging vin

GV

Sinh vin

SV

Nhn vin

NV

Khoa hc x hi

KHXH

Khoa hc t nhin

KHTN

K thut cng ngh

KTCN

Cng ngh thng tin

CNTT

Kinh t

KT

Thc hnh, th nghim

TH-TN

Vn ha, vn ngh

VH-VN

Th dc th thao

TDTT

K tc x

KTX

Th vin

TV

Khoa hc cng ngh

KHCN

Kinh t x hi

KTXH

B Gio dc v o to

B GD-T

Qun l gio dc

QLGD

S lng

SL

T l

TL

Cn b vin chc

CBVC

Nh sn xut

NSX

Gii tnh

GT

Kha hc

KH

Ngnh hc

NH

DANH MC CC HNH
Hnh 2.1

M hnh cht lng dch v Parasuraman et al (1985)

30

Hnh 2.2

M hnh cht lng dch v Gronroos

35

Hnh 2.3

M hnh cht lng dch v SERVPERF

39

Hnh 2.4

M hnh SERVPERF cht lng CSVC-TTB

45

Hnh 2.5

M hnh cht lng CSVC-TTB Trng HL

47

Hnh 3.1

S t chc Phng QTTB Trng HL

51

Hnh 3.2

Quy trnh nghin cu

53

Hnh 3.3

Biu m t mu kho st theo gii tnh

56

Hnh 3.4

Biu m t mu kho st theo ngnh hc

56

Hnh 3.5

Biu m t mu kho st theo kha hc

57

Hnh 3.6

Biu tn s ca phn d chun ha

75

Hnh 3.7

Biu phn tn phn d v gi tr d on

76

ca m hnh Hi quy tuyn tnh

Hnh 3.8

Kt qu kim nh m hnh l thuyt

79

DANH MC CC BNG
Bng 3.1
Bng 3.2
Bng 3.3
Bng 3.4
Bng 3.5
Bng 3.6
Bng 3.7
Bng 3.8
Bng 3.9
Bng 3.10
Bng 3.11
Bng 3.12
Bng 3.13
Bng 3.14
Bng 3.15
Bng 3.16

Bng 3.17

Bng 3.18
Bng 3.19
Bng 3.20
Bng 3.21

Bng 3.22
Bng 3.23
Bng 3.24

Cu trc bng hi v thang o

Thng k m t mu nghin cu
Thng k m t cc bin quan st nhn t F1
Thng k m t cc bin quan st nhn t F2
Thng k m t cc bin quan st nhn t F3
Thng k m t cc bin quan st nhn t F4
Thng k m t cc bin quan st nhn t F5
Kt qu kim nh KMO v Bartlett
Bng tm tt cc h s khi phn tch nhn t EFA
Bng phng sai trch khi phn tch nhn t EFA
Bng kt qu phn tch nhn t tng ng vi cc bin
Bng tm tt nhn t tng ng vi cc bin
sau khi phn tch nhn t
Kt qu Hi quy a bin
Tng hp kt qu kim nh gi thuyt H1, H2, H3, H4
H s Sig khi so snh s khc bit v kt qu nh gi
ca cc nhm i tng kho st theo c im c nhn
Thng k m t kt qu phn tch phng sai 1 nhn t
vi kim nh s khc nhau v nh gi cht lng theo
Gii tnh
Thng k m t kt qu phn tch phng sai 1 nhn t
vi kim nh s khc nhau v nh gi cht lng theo
Kha hc
Kt qu phn tch su ANOVA theo Ngnh hc
Thng k m t nh gi cht lng cc nhn t
theo Ngnh hc
Bng tng kt kt qu kim nh gi thuyt H5, H6, H7
H s sig. khi so snh s khc bit v s hi lng ca cc
nhm i tng kho st khc nhau theo yu t c im
c nhn
Kt qu phn tch su ANOVA s hi lng theo Ngnh hc
Kt qu m t phn tch Anova S hi lng ca SV
theo Ngnh hc
Bng tng kt kt qu kim nh gi thuyt H8, H9, H10

10

54
55
59
60
61
62
63
64
65
65
66
67
77
78
80
81

82

83
86
88
88

90
90
91

PHN M U
1. L do chn ti
Ton cu ha l xu th ca thi i, v iu ny khng ch din ra lnh vc
kinh t, thng mi, khoa hc cng ngh m cn ang tc ng mnh m n lnh
vc gio dc ca mi quc gia trn th gii. Ti Vit Nam, h thng gio dc ni
chung, gio dc i hc ni ring, vi chc nng o to ngun nhn lc cht lng
cao cho qu trnh hi nhp v pht trin t nc, cng khng nm ngoi xu th .
n lt mnh, cc trng i hc Vit Nam cn pht huy mt cch mnh m nht
ni lc, ra nhng gii php c tnh khoa hc cho qu trnh ci tin cht lng
nhm thc hin tt hn na mc tiu v s mng ca mnh.
C th nhn thy, i vi h thng gio dc i hc, khi nim cht lng
c hp thnh t cht lng ca cc thnh t: cng tc ging dy, chng trnh
o to, i ng cn b, ging vin, sinh vin, cc hot ng hc thut, nghin cu
khoa hc, th vin, iu kin c s vt cht, trang thit b,...trong thnh t iu
kin c s vt cht, trang thit b ng vai tr rt quan trng.
Tht vy, trong nhng nm gn y, mt trong nhng hot ng trng yu
gip cho qu trnh i mi v nng cao cht lng gio dc i hc l hot ng
Kim nh cht lng, thng qua vic B Gio dc v o to ban hnh quyt
nh s: 76/2007/Q-BGDT v vic Ban hnh Quy nh v quy trnh v chu
k ca kim nh cht lng gio dc trng i hc, cao ng v trung cp
chuyn nghip v quyt nh s 65/2007/Q-BGDT v vic Ban hnh Quy
nh v tiu chun nh gi cht lng trng i hc, trong Tiu chun 9
c xem l thang o cht lng i vi iu kin CSVC-TTB ni chung ca
trng i hc. p ng yu cu , cc c s gio dc i hc khng ngng tm
kim cc gii php nhm ci tin cng tc qun l, nng cp iu kin CSVC-TTB
c v qui m v cht lng. Tuy nhin, thc t cho thy cc trng ang ng trc
nhiu kh khn, thch thc, do iu kin ngn sch u t cho gio dc ni chung
v gio dc i hc ni ring cn thp, khng trang tri cho nhng yu cu
chun ha, hin i ha h thng CSVC-TTB. Theo mt thng bo ca B GD

11

T v thc trng c s vt cht v thit b o to cc trng i hc, cao ng

cng lp, B trng B GD-T Phm V Lun cho rng nhng nm qua, nhiu
trng c c s vt cht khang trang, p hn, c h thng phng th nghim, h
thng my tnh kt ni Internet, tng bc m bo v nng cao cht lng cng
tc o to, nghin cu khoa hc, phc v kp thi yu cu pht trin kinh t x hi
ca t nc. Tuy nhin, t l cc trng p ng c yu cu mi mc rt
thp. H thng trang thit b o to, phng th nghim mi ch p ng c 40%
nhu cu o to; h thng c s vt cht p ng c 50% nhu cu; h thng th
vin, CSVC thng tin cn yu, nhiu trng cha c quy hoch cc trng i
hc, cao ng Vit Nam cn tn ti mt khong cch kh ln, kh nng tt hu lu
di so vi cc trng trong khu vc v trn th gii. (Trch ngun: Thc trng
c s vt cht v thit b o to, Bo QND Online ra ngy 25/11/2010)
Mt khc, trong xu th gio dc i hc ang dn c chp nhn nh l mt
loi hnh dch v, cc trng i hc l n v cung cp dch v cho i tng
khch hng ch yu ca mnh l sinh vin. Mt p lc khng th trnh khi i vi
cc trng l vic tun th cc nguyn tc qun l cht lng hin i m trong
trit l hng n khch hng ang ng vai tr ch o. Theo , mt trong nhng
yu t quyt nh cho s tn ti v pht trin ca cc n v kinh doanh ni chung
v cc n v trong lnh vc gio dc ni ring l s hi lng ca khch hng v
cht lng sn phm dch v m n v cung ng. Cht lng phi c nh gi
bi chnh nhng khch hng ang s dng ch khng phi theo nhng tiu chun
k thut, s lng,... theo quy nh. Nh vy, trong lnh vc gio dc vic nh gi
cht lng dch v qua kin ca khch hng, trong khch hng trng tm l
ngi hc (sinh vin) ang tr nn ht sc cn thit.
T nhng phn tch trn, theo hng tip cn vn CSVC-TTB l mt hnh
thc sn phm dch v ca trng i hc, cc trng i hc cn c cch nhn
nhn khch quan v nhng g mnh cung cp, thay v ch quan tm n cc yu t
s lng, tiu ch k thut, cn thit phi nm bt s hi lng ca sinh vin i vi
iu kin CSVC-TTB, t tm ra cc gii php c tnh chin lc cho qu trnh

12

thc hin mc tiu v pht trin bn vng ca nh trng.

Xut pht t nhng phn tch trn, chng ti thc hin ti nghin cu: Cc
yu t nh hng n s hi lng ca sinh vin i vi c s vt cht, trang thit
b ti Trng i hc Lt.
1.1. ngha l lun ca ti nghin cu
Nhng kt qu ca lun vn ny c th l s minh ha thm cho cc l thuyt
v s hi lng ca khch hng i vi cht lng dch v, cng nh khng nh xu
th cn thit p dng mt cch linh hot cc m hnh nghin cu s hi lng ca
khch hng vo cc hot ng thuc lnh vc gio dc ni chung v gio dc i
hc ni ring.
1.2. ngha thc tin ca ti nghin cu
Trn c s kt qu nghin cu ca ti Cc yu t nh hng n s hi
lng ca sinh vin i vi c s vt cht, trang thit b ti Trng i hc
Lt., vic kim chng v lm sng t cc yu t nh hng n s hi lng ca
sinh vin i vi CSVC-TTB, l mt thnh t trong tng th hot ng chung ca
nh trng, s l c s gip Trng i hc Lt nng cao nng lc qun l, vn
dng hiu qu cc gii php u t nhn lc, nng cp v ci tin cht lng
CSVC-TTB gp phn nng cao hiu qu cng tc m bo cht lng ca nh
trng.
2. Mc ch nghin cu ca ti
ti nghin cu c thc hin nhm mc ch:
Xc nh cc yu t nh hng n s hi lng ca sinh vin i vi CSVCTTB ca trng HL.
Kim nh s khc bit v mc hi lng ca sinh vin theo cc c im c
nhn.
xut mt s gii php v kin ngh nhm nng cao s hi lng ca sinh vin
i vi CSVC-TTB ca trng HL.

13

3. Khch th v i tng nghin cu

Khch th nghin cu: Sinh vin nm th 2, th 3, th 4 h chnh quy ang
theo hc ti HL.
i tng nghin cu: Cc yu t nh hng n s hi lng ca sinh vin i
vi CSVC-TTB ca Trng HL.
4. Phng php nghin cu
Phng php phn tch ti liu:
Chng ti tin hnh thu thp ti liu t nhiu ngun khc nhau: cc bi
bo, cc ti nghin cu ca cc nh khoa hc gio dc trong v ngoi nc, cng
cc ti liu khc c lin quan n ti nghin cu, t xy dng m hnh l
thuyt v cng c o lng s dng cho bc nghin cu thc tin.
Nhm phng php iu tra kho st:
Phng php tho lun: Phng php ny c thc hin vi mt s GV, SV
nhm thu thp thm thng tin v kim tra tnh xc thc ca bng hi.
Phng php kho st bng bng hi: Bng hi c xy dng da trn c
s m hnh nghin cu ca ti nhm thu thp thng tin a vo phn tch
v kim nh cc gi thuyt nghin cu.
Phng php chn mu nghin cu: Mu nghin cu c chn theo phng
php phi xc sut, kch thc mu l 800 SV thuc 04 ngnh: KHXH,
KHTN, KT, KTCN
Phng php thng k ton hc:
X l s liu thu c bng phn mm SPSS phin bn 18.0.
Qui trnh phn tch d liu:
Thng k m t.
Phn tch nhn t khm ph (EFA) nhm thu nh v tm tt d liu a
vo cc th tc phn tch a bin.

14

 nh gi tin cy ca thang o bng h s tin cy Cronbachs Alpha.

Phn tch hi quy v kim nh s ph hp ca m hnh nhm xc nh cc
nhn t nh hng n s hi lng ca SV i vi CSVC-TTB.
Phn tch phng sai ANOVA xc nh s khc bit trong vic nh gi
cht lng CSVC-TTB v s hi lng i vi CSVC-TTB theo cc nhm i
tng.
Kim nh cc gi thuyt theo m hnh nghin cu ca ti.
5. Cu hi nghin cu v Gi thuyt nghin cu
5.1. Cu hi nghin cu:
Nhng yu t no nh hng n s hi lng ca sinh vin i vi CSVCTTB ca Trng i hc Lt?
C s khc bit v mc hi lng ca ca SV i vi CSVC-TTB theo cc
c im c nhn khng?
5.2. Gi thuyt nghin cu:
Nhm gi thuyt v quan h gia cc thnh phn cht lng ca CSVCTTB i vi s hi lng.
H1: Tnh trng ca CSVC-TTB c mi tng quan thun vi s hi lng ca
sinh vin.
H2: Nng lc ca i ng ging vin c mi tng quan thun vi s hi
lng ca sinh vin i vi CSVC-TTB.
H3: Nng lc ca i ng nhn vin phc v c mi tng quan thun vi
s hi lng ca sinh vin i vi CSVC-TTB.
H4: Cng tc qun l ca nh trng c mi tng quan thun vi s hi
lng ca sinh vin i vi CSVC-TTB.
Nhm gi thuyt v s khc bit trong nh g cht lng CSVC-TTB
theo cc bin nhn khu hc v c im c nhn ca sinh vin nh:
Ngnh hc, Kha hc, Gii tnh.
H5: C s khc bit v nh gi cht lng theo Gii tnh.

15

H6: C s khc bit v nh gi cht lng theo Kha hc.

H7: C s khc bit v nh gi cht lng theo Ngnh hc.
Nhm gi thuyt v s khc bit v s hi lng theo cc bin nhn khu
hc v c im c nhn ca sinh vin nh: Ngnh hc, Kha hc, Gii
tnh.
H8: C s khc bit v mc hi lng theo Gii tnh.
H9: C s khc bit v mc hi lng theo Kha hc.
H10: C s khc bit v mc hi lng theo Ngnh hc.
6. Gii hn, phm vi nghin cu
Cn c vo gii hn v khng gian v thi gian: nghin cu ny tp trung
nghin cu ti Trng i hc Lt.
Gii hn v khch th trong kho st nghin cu: nghin cu tp trung vo
sinh vin h i hc chnh qui nm th 2, th 3 v th 4 ang hc tp ti Trng
i hc i hc Lt.
7. Cu trc ca lun vn
B cc lun vn gm cc ni dung c th nh sau:
Phn m u: Gii thiu ti nghin cu
Chng 1: Tng quan ti liu
Chng 2: C s l lun v m hnh nghin cu
Chng 3: Phng php, ni dung v kt qu nghin cu
Kt lun v khuyn ngh

16

Chng 1.

TNG QUAN TI LIU

Nguyn tc dy hc trc quan c hnh thnh, pht trin xuyn sut cc giai
on lch s ca nn gio dc nhn loi. T t tng Cm gic l ngun gc ca
kin thc ca nh s phm li lc ngi Tip Khc Komensky (1592 1679) n
s ra i v bt ph ca nhng thnh tu khoa hc, cng ngh ca nn kinh t tri
thc, CSVC-TTB tht s c nhn din nh l mt thnh t khng th thiu
nhm p ng nhu cu ngy cng kht khe ca cc chng trnh gio dc, cc h
thng o to. Xut pht t ngha vn CSVC-TTB, trong hot ng gio
dc ni chung v gio dc i hc ni ring, ngy cng c s quan tm ca nhiu
t chc, nh nghin cu gio dc trn th gii.
cung cp mt ci nhn tng th v hot ng nghin cu trong lnh vc ny,
vn c s vt cht, trang thit b gio dc s ln lc c trnh by tm tt
thng qua mt s kho st, bi bo, sch, t liu c lin quan.
1.1. Cc nghin cu ca nc ngoi
Rt nhiu cc t chc gio dc, nh khoa hc gio dc trn th gii nhn
nh tm nh hng ca mi trng gio dc, tnh trng CSVC-TTB n kt qu
ca qu trnh gio dc. Trong qu trnh tham kho cc ti liu, c th nhn thy cc
nghin cu trong lnh vc ny ch yu c tip cn theo 02 hng:
Hng tp trung vo vic nghin cu thc trng ca vn CSVC-TTB v
nhng nh hng ca CSVC-TTB n cht lng, hiu qu ca hot ng
Dy Hc trong h thng gio dc ni chung v gio dc i hc ni ring,
t tm kim cc gii php hiu qu cho qu trnh i mi, nng cp CSVCTTB ca cc c s gio dc.
Theo hng ny, Tc gi Ge Hua (1960), Trng i hc Shenyang, Trung
Quc, khng nh ti sn c nh l nn tng cho cc trng i hc ci
tin cht lng o to v nghin cu khoa hc. Vic y mnh cng qun
ti sn c nh khng ch cn thit cho s pht trin ca nh trng m cn l
nhu cu ca qu trnh hon thin t chc gio dc i hc. T c s phn

17

tch thc trng cng tc qun l ti sn c nh ca h thng gio dc i hc

Trung Quc, tc gi nhn din nhng tn ti sau:
S thiu thc v nhng t tng tin tin trong cng tc qun l.
Khng c s thng nht trong h thng qun l.
Cha c s ph hp trong vic phn b ti chnh vi nhu cu thc t.
B phn gim st thiu k nng v thc v lut php
Trn c s , tc gi ngh cc gii php:
Thit lp h thng phn cp qun l ti sn c nh quc gia.
Nng cao nhn thc v cng tc qun l ti sn c nh cho cc trng
i hc.
t ra mc tiu c th i vi cng tc qun l ti sn c nh ca cc
trng i hc.
Hon thin cng tc kim k ti sn c nh.
Qun l ti sn c nh bng cng ngh thng tin.
Xy dng nhng nhm qun l c hu tng cng cho cng tc gim
st. [32]
Lin quan n vn thit lp mt mi trng gio dc hiu qu trong vic
xy dng cc cng trnh trng hc v lp t h thng trang thit b, T
chc Hp tc v Pht trin kinh t Chu u (OCDE), trn c s kho st
thc trng CSVC-TTB ca nhiu c s gio dc thuc khu vc, t chc
nh k cc hi ngh cho cc quc gia thnh vin nhm tm kim nhng gii
php hng n trin khai thc hin 03 nhim v chnh:
Ci thin cht lng v qu trnh vn hnh ca cc cng trnh trng hc;
m bo s gn kt gia vic s dng cc cng trnh trng hc vi cc
yu t: k hoch ti chnh, xy dng, vn hnh v cng tc bo tr, bo
dng;
Th hin s hi ha gia mi trng gio dc v mi trng x hi. [50]
Nghin cu ca tc gi John B. Lyons (2001), lm vic trong lnh vc gio

18

dc, qun l ngn hng hi oi v c s vt cht gio dc Hoa K, khng

nh vai tr quan trng ca mi trng, phng tin gio dc i vi cht
lng gio dc. Trn c s bo co (1999) ca Phng Gio dc trc thuc
Trung tm Thng k Gio dc Quc gia Hoa K, c rt nhiu c s gio dc
qu c k, khng p ng c nhu cu v iu kin vt cht ngy cng tng
ca ngi hc. T tc gi a ra cc gii php nhm khc phc kp
thi cc hn ch v CSVC, nhit , s thng thong, m thanh, nh sng v
s ha hp vi mi trng, x hi ca cc cng trnh trng hc. [34]
Quan tm n vn sc khe v s an ton ca ngi hc trong mi trng
gio dc, trong nghin cu thuc chng trnh Heatlhy and Safe School
Environment, Part 2, Physical School Environment: result from The
School Health Policies and Programs Study 2006 (SHPPS), Nhm Tc
gi Hoa K gm Sherry Everett Jones, PhD, MPH, JD, Robert Axelrad,
Wendy A.Wattigney, M.Stat thc hin kho st bng Email trn 424 hc
sinh, sinh vin, v bng phng vn trc tip qua in thoi 992 hc sinh, sinh
vin ca 50 tiu bang ca Colombia. Kt qu kho st cho thy nhm thc
hin chng trnh gim thiu c hi ca cc loi cht thi, bo v mi
trng ti cc c s gio dc, c 1/3 qun v 51,4% cc c s gio dc trn
ton lnh th c chng trnh ci tin mi trng bn trong ca trng hc;
24,5% tiu bang yu cu cc c s gio dc c cc bin php bo v mi
trng Dy Hc, 13,4% qun c chnh sch Xanh ha cc cng trnh
trng hc. [40]

Hng tp trung vo vic nghin cu cht lng gio dc i hc theo quan

im khch hng s dng dch v gio dc i hc.
S dng thang o SERVQUAL, Chua (2004) nghin cu nh gi cht
lng o to i hc theo nhiu quan im khc nhau: sinh vin, ph
huynh, ging vin v ngi s dng lao ng. Kt qu cho thy trong hu ht

19

cc thnh phn ca SERVQUAL, sinh vin, ph huynh v ngi s dng lao

ng u k vng cao hn nhng g h nhn c. Ring cc ging vin, s
khc bit gia cm nhn v k vng xut hin hai thnh phn Phng tin
hu hnh v Nng lc phc v. Tuy nhin, Chua s dng c mu khng ln
lm, c mu ca Sinh vin: 35; Ph huynh: 27; Ging vin: 10; Ngi s
dng lao ng: 12. [29]
mt nghin cu khc c mu ln hn nhiu (Kch thc mu 500) Snipes,
R.L & N.Thomson (1999) tm hiu cc nhn t tc ng n cht lng cm
nhn trong o to i hc ca sinh vin qua iu tra kin sinh vin 06
trng i hc c qui m va v nh trong 3 bang ca Hoa K. Ging vin
cc trng cng c mi tham gia. V thang o, cc nh nghin cu
hiu chnh SERVQUAL thnh hai b phn: k vng v cm nhn thnh mt
thang duy nht bng cch a cc cu hi v cht lng c c thp hn
hay cao hn mong i. Thang o ny c mt s nh nghin cu trc
s dng. Cc bin kim sot ch yu trong nghin cu l cc bin nhn
khu hc: kinh nghim hc tp, kt qu hc tp v cm nhn ca sinh vin v
s nh gi cng bng ca nh trng; khi lng cng vic; kinh nghim
ca ging vin. Kt qu phn tch d liu hi p cho thy t 5 thnh phn l
thuyt ca SERVQUAL ch cn 3 thnh phn tin cy v c gi tr phn
bit: (1) Cm thng; (2) Nng lc p ng v Tin cy; (3) Phng tin hu
hnh (mi trng hc tp, lm vic). S cm thng v quan tm ca ging
vin n sinh vin l yu t quan trng nht cho nh gi cht lng. Ngoi
ra, cc bin kim sot sau l c ngha trong tc ng n cht lng dch
v cm nhn ca sinh vin: (1) Gii tnh; (2) nm hc tp ca sinh vin ti
nh trng; (3) mc cng bng trong nh gi ca ging vin.[41]
Lin quan n vic nm bt nhng mong mun ca sinh vin v cc vn
ca cuc sng hc ng: phng tin thng tin, dch v sinh vin, iu kin

20

CSVC-TTB, chng trnh o to, kim tra v nh gi sinh vin, kho st

Sinh vin nh gi iu kin hc tp, hng nm ca Trng i hc Paris
Descartes, France (11/2007) trn 3880 SV thuc cc ngnh o to ca Nh
trng, cho thy sinh vin rt hi lng vi cc hot ng ca trng. Trong
, i vi lnh vc CSVC-TTB s hi lng ca SV tng i cao, c th kt
qu c trnh by trong bng sau. [52]

Ni dung nh gi

STT

T l

Th vin

79%

Trang thit b phng Tin hc

76%

Phng hc, ging ng v phng lm vic

70%

Phng tin thng tin

62%

Phng tin h tr hc tp

60%

Ngui ti liu online

59%

V sinh cnh quan, mi trng

50%

Phng tin, a im gii tr

31%

1.2. Cc nghin cu trong nc

Cng nh cc nh nghin cu trn th gii, ti Vit Nam trong nhng nm qua
cc nghin cu lin quan n lnh vc ny cng c s quan tm ca cc Nh
gio dc trong c nc.
Theo hng nghin cu thc trng CSVC-TTB v ra cc gii php, TS.
Trn Don Qui, Vin Khoa hc Gio dc v nhm cng s (1990) thc
hin kho st tnh hnh CSVC-TTB ca mt s trng v cm trng i
hc, dy ngh ti nhng a bn trng im, nhm tc gi c nh gi
chung: tnh trng CSVC-TTB cn c k, lc hu, thiu thn nghim trng
khng th p ng nhu cu ngy cng tng ca ngi hc, cng nh cng
cuc pht trin quy m v cht lng o to. Mt vn kh bc thit cng
c cp trong nghin cu l hiu qu s dng CSVC-TTB ti cc c

21

s gio dc cn thp do cng tc qun l cn nhiu hn ch. Kt qu ca

nghin cu lm sng t v mt l lun v thc tin mt s quan im quan
trng trong xy dng v s dng CSVC-TTB gio dc. Bn cnh vic xc
nh vai tr ca CSVC-K thut i vi qu trnh nng cao cht lng dy
hc, mc ch ca nghin cu nhn mnh n vic s dng hiu qu CSVCTTB ti cc c s gio dc. T nhm nghin cu c nhng xut:
Cn c s thng nht v quan im v vai tr quan trng ca CSVC-TTB
i vi qu trnh dy hc.
Nh nc cn c nhng chnh sch x hi v tng cng u t tha ng
cho cng tc xy dng v s dng CSVC-TTB.
M rng lin kt, hp tc trong vic xy dng v s dng CSVC-TTB
di nhiu hnh thc khc nhau.
Cn khuyn khch sn xut TTB trong nc, k c cc TTB do gio vin
v hc sinh t lm. [18]
Tc gi Phan Vn Ngc, (2004), trn c s nghin cu qu trnh hot ng
v qun l CSVC-TTB ca 13 Trung tm dy ngh ca Tnh Tha Thin
Hu, tc gi nhn din cc thc trng lin quan n s p ng ca vn
CSVC-TTB ca cc trung tm ny i vi yu cu chung v CSVC-TTB ca
cc trung tm dy ngh do B Gio dc v o to quy nh: (1) Thc trng
v tnh ng b ca TTB, (2) Thc trng v cht lng ca TTB, (3) Thc
trng v tnh hnh s dng TTB, (4) Thc trng v tnh hnh s dng ngun
kinh ph trang b CSVC-TTB, (5) Thc trng v phong tro t lm
DDH, (6) Thc trng v tnh hnh bo qun CSVC-TTB, t a ra cc
nhm gii php gm c:
Nhm cc bin php nng cao nhn thc v cng tc qun l CSVC-TTB
ca cn b qun l Trung tm
Nhm cc bin php qun l vic xy dng, trang b CSVC-TTB
Nhm cc bin php qun l vic s dng CSVC-TBDH

22

 Nhm cc bin php qun l vic bo qun CSVC-TBDH

Nhm cc bin php t chc cc iu kin h tr khc
Qua kho nghim thc t vi kin ca Ban gim c cc Trung Tm K
Thut Tng Hp Hng Nghip - Dy ngh v chuyn vin Phng Gio dc
chuyn nghip S Gio dc v o to Tha Thin Hu a s nh gi
cc nhm bin php trn rt cp thit v c th thc hin c. [16]
Mt ti ca tc gi Chu Vn Thi (2008), xut pht t thc t CSVC ca
nh trng ph thng, ti a bn Tnh Bc Giang cha p ng c yu
cu ging dy v gio dc trong giai on mi, phn tch thc trng,
nguyn nhn, ra c s l lun, gii php gii quyt thc trng, lm tt
cng tc qun l CSVC trng hc, c bit l vn xy dng CSVC nh
trng theo hng kin c ho, ng b ho, chun ho v hin i ho. Kt
qu nghin cu, tc gi a ra mt s gii php lin quan n cng tc
qun l CSVC i vi Hiu trng Nh trng. C th thc hin tt cng
tc qun l, xy dng CSVC, Hiu trng Nh trng cn quan tm n
nhng yu t sau
Nhng quy nh chung v qun l v pht trin c s vt cht trng hc;
nm vng ni dung qun l c s vt cht trng hc; nm vng thc
trng CSVC ca nh trng, iu kin kinh t ca a phung, quan im
ch o ca cn b a phng.
Quy hoch phi hm cha ton b CSVC nh trng trong mt tng th
thng nht, hp l, khoa hc. S phn b cc khi cng trnh, b tr
khng gian, sn chi, bi tp, khu v sinh, khun vin ph hp vi iu
kin thc t v din tch, a hnh, khng gian, cnh quan xung quanh.
Trong xy dng CSVC, cn quan tm n b cc sp xp, thit k, thi
cng cn c vo c trng ca ngnh, ca bc hc, ca mc ch, ni
dung, phng php gio dc i vi CSVC chun b xy dng. Cn tht
s ch n tnh ng b, tnh chun xc, tnh hin i ca cc cng

23

trnh xy dng.
y mnh cng tc x hi ho gio dc huy ng ngun lc u t
cho cng tc xy dng CSVC. [21]

V vn sinh vin nh gi chng trnh o to, mt hot ng trong cng

tc m bo cht lng ca cc trng i hc, c cc trng trin khai, tuy
nhin hng tip cn ca cc nh gi ny tp trung vo yu t cht lng ca
chng trnh o to v vn CSVC-TTB ch l mt thnh phn cu thnh cht
lng o to. C th:
Trong nghin cu c thc hin bi TS. Nguyn Phng Nga v TS. Bi
Kin Trung (2005), cc tc gi kho st hiu qu ging dy trn i tng
khong 800 SV ca 06 mn hc ca 02 ngnh hc x hi v t nhin theo 05
nhm nhn t cht lng gm: (1) iu kin c s vt cht, (2) chng trnh
mn hc, (3) phng php ging dy, (4) kim tra nh gi, (5) nng lc sinh
vin. Trn c s phn tch mc nh hng ca cc nhn t n hiu qu
mn hc, nghin cu i n nhn nh cc nhn t: ni dung chng trnh
v phng php ging dy c nh hng ln n hiu qu ging dy.
Ngoi ra yu t c s vt cht cng ng vai tr quan trng. Nghin cu ny
gip cc nh qun l gio dc c mt cch nhn mi i vi vn nh
gi hiu qu ging dy, kt qu ca nghin cu l c s gip cc trng vn
dng vo hot ng thc t ca trng mnh. [15]
Mt ti khc ca tc gi Nguyn Thy Qunh Loan v Nguyn Th Thanh
Thon (2005) trnh by kt qu nh gi cht lng o to t gc cu
sinh vin ca trng i hc Bch khoa TP.HCM cc kha cnh: chng
trnh o to, i ng ging vin, c s vt cht, v kt qu o to. 479 phn
hi ca cu sinh vin qua bng hi thuc 6 khoa ca trng (in in t,
K thut xy dng, Cng ngh Ha hc, C kh, Cng ngh Thng tin v
Qun l Cng nghip) c x l v phn tch trong nghin cu ny. Kt

24

qu cho thy cu sinh vin kh hi lng v chng trnh o to (Trung bnh

= 3.28), kh hi lng v i ng ging vin (Trung bnh = 3.28), hi lng
mc trung bnh i vi c s vt cht (Trung bnh = 3.12) v kh hi lng
i vi kt qu o to ca nh trng (Trung bnh = 3.49). Trong , yu t
c cu sinh vin nh gi cao l tnh lin thng ca chng trnh, ging
vin vng kin thc chuyn mn. Bn cnh vn cn mt s yu t b nh
gi thp l chng trnh o to cha c s phn b hp l gia l thuyt vo
thc hnh, cha c cp nht, i mi thng xuyn, cha c thit k st
vi yu cu thc t; phng php ging dy cha sinh ng v ging vin
cha kho st ly kin ngi hc; phng th nghim, thc hnh cha thc
s phc v tt cho cng tc dy hc v nghin cu khoa hc. Kt qu o
to c nh gi cao vic c li th cnh tranh trong cng vic v nng
cao kh nng t hc, nhng b nh gi thp kh nng s dng ngoi ng
v k nng giao tip. Qua cc kt qu ny tc gi cng nu ra mt s
xut nhm ci tin cht lng o to ca trng. [13]
Tc gi Nguyn Thnh Long (2006) s dng bin th ca thang o
SERVQUAL l SERVPERF nh gi cht lng o to qua nh gi ca
sinh vin i hc An Giang. Trong hot ng o to c xem nh mt
dch v di nh gi ca khch hng l sinh vin. Kt qu nghin cu cho
thy: thang o SERVPERF vn a hng nhng c s bin thi cc thnh
phn t c trng dch v sang cc thnh t cung ng dch v; cc yu t
ging vin, c s vt cht v s tin cy vo nh trng l ba yu t quan
trng nht ca cht lng o to. Nghin cu ca tc gi Nguyn Thnh
Long c c mu 650, trong , phn b ca mu theo nm hc: th II l
41%, nm th III l 41% v nm th IV l 18%. Cc kt qu t c ca
nghin cu:
Vi mt dch v phc tp nh o to i hc, khch hng (sinh vin)
c cung ng gi dch v trong thi gian di v bi nhiu i tng (b

25

phn) khc nhau, hin tng nh gi cht lng dch v theo i tng
l c th xy ra.
Vic nh gi theo cu trc khng bc b hay lm gim ngha l thuyt
ca cht lng dch v cng nh ca thang o SERVPERF v c th thy,
cc bin theo thnh phn c trng vn hin din trong cc thnh phn
i tng mi. Nghin cu ch ra, ging vin l thnh phn quan trng
nht tc ng n s hi lng ca sinh vin. Sinh vin cng c cch nhn
ging vin kh ton din. Hai thnh phn c tc ng ng k tip theo l
c s vt cht v t tin cy vo nh trng. Theo tc gi, do nghin cu
cn nhng hn ch trong vic chn mu, bi cnh nghin cu cha mang
tnh i din nn vic m rng kt qu nghin cu cho cc trng i hc
khc l khng tin cy. Cn c thm cc nghin cu c th khng nh
xu hng bin th SERVPERF tm ra thang o cht lng gio dc
o to i hc ph hp nht. [14]

Kt lun
Qua cc nghin cu trn c th nhn nh CSVC-TTB l mt trong nhng
iu kin khng th thiu thc hin ni dung gio dng, gio dc v pht trin
hc sinh trong qu trnh dy hc. C th nhn thy kt qu ca cc nghin cu
c nhng ng gp tch cc vo qu trnh ci tin cht lng gio dc tm l lun
v thc tin. C th:
i vi cc nghin cu theo hng kho st thc trng v tm kim gii php
tip cn vn theo quan im cht lng CSVC-TTB c o lng nh gi
ch yu da trn cc h thng tiu chun k thut v ang c trin khai
thc hin bi cc nh nghin cu, cc cp t chc trong lnh vc gio dc.
i vi cc nghin cu theo hng tip cn cht lng CSVC-TTB theo quan
im khch hng, phn ln cc tc gi ch cp n vn CSVC-TTB nh l
mt thnh t then cht, bn cnh cc thnh t Cng tc t chc qun l, Ging
vin, Nhn vin, Chng trnh o to, Dch v h tr hc tp,ca c cht

26

lng tng th ca cc chng trnh o to thuc h thng gio dc i hc.

Khng th ph nhn s ng hnh ca cc nghin cu ny bn cnh qu
trnh ci tin hot ng gio dc v nng cao cht lng o to ca cc c s gio
dc. Tuy nhin cng d dng thy c nhng hn ch ca cch nh gi theo quan
im t cc t chc, nh qun l gio dc, y l cc i tng khng trc tip hoc
khng thng xuyn s dng CSVC-TTB. V th, trong xu th gio dc c nhn
nh l mt loi hnh dch v, vic vn dng cc quan im, gii php qun tr hin
i vo qu trnh nghin cu cht lng mt sn phm dch v l v cng cn thit.
Theo quan im ca qun tr hin i, cht lng sn phm dch v phi
c nh gi bng s cm nhn, mc tha mn ca khch hng trc tip s
dng sn phm dch v nhm thc hin cc mc tiu c nhn. C th i vi
CSVC-TTB, khng ai khc ngoi ngi hc, sinh vin l nhng i tng c th
hng nhng cng l nhng khch hng trc tip. H s dng CSVC-TTB ca Nh
trng cho mc ch hc tp, nghin cu v rn luyn chun b nhng kin thc,
k nng, thi cn thit cho qu trnh lm vic sau ny. Vi l do , c c
nhng nhn nh su sc v nh gi xc ng v CSVC-TTB t nhng i tng
khc nhau, bn cnh vic gim st qu trnh thc hin ng nhng quy nh, tiu
chun ra trong cng tc qun l chung ca Nh trng, ti Cc yu t nh
hng n s hi lng ca sinh vin i vi c s vt cht, trang thit b ti
Trng i hc Lt. c tip cn nghin cu cht lng CSVC-TTB theo
hng kho st v tm ra cc nhn t nh hng n s hi lng ca SV i vi
CSVC-TTB ca trng i hc.

27

Chng 2.

C S L LUN V M HNH NGHIN CU

Trn c s mc ch nghin cu ca ti, nhm mc ch lm sng t

nhng khi nim, c s l thuyt lin quan n vn nghin cu, trong phn ny
cc khi nim, l lun v dch v v cht lng dch v, s hi lng ca khch hng,
CSVC-TTB ca trng i hc s ln lt c trnh by. Bn cnh , nhng
nghin cu ng dng lin quan n vn nghin cu cng c cp nh l tin
cho vic nhn din mt cch h thng cc nhn t cu thnh cht lng dch v
CSVC-TTB trong trng i hc v l c s cho m hnh nghin cu ca lun vn.
2.1. Cc khi nim c bn
2.1.1. Khi nim v dch v
Trong cuc sng ngy nay chng ta bit n rt nhiu hot ng trao i
c gi chung l dch v v ngc li dch v bao gm rt nhiu cc loi hnh hot
ng v nghip v trao i trong cc lnh vc v cp khc nhau. c nhiu
khi nim, nh ngha v dch v nhng c hnh dung v dch v trong nghin
cu ny, chng ti tham kho mt s khi nim dch v c bn.
Theo T in Ting Vit: Dch v l cng vic phc v trc tip cho nhng
nhu cu nht nh ca s ng, c t chc v c tr cng. [26]
nh ngha v dch v trong kinh t hc c hiu l nhng th tng t nh
hng ho nhng phi vt cht. Theo quan im kinh t hc, bn cht ca dch v l
s cung ng p ng nhu cu nh: dch v du lch, thi trang, chm sc sc
kho...v mang li li nhun.
Theo Zeithaml & Britner (2000), dch v l nhng hnh vi, qu trnh, cch
thc thc hin mt cng vic no nhm to gi tr s dng cho khch hng
lm tha mn nhu cu v mong i ca khch hng. [43]
Theo Kotler & Armstrong (2004), dch v l nhng hot ng hay li ch
m doanh nghip c th cng hin cho khch hng nhm thit lp, cng c v m
rng nhng quan h v hp tc lu di vi khch hng. [36]
Philip Kotler nh ngha dch v: Dch v l mt hot ng hay li ch cung
ng nhm trao i, ch yu l v hnh v khng dn n vic chuyn quyn s

28

hu. Vic thc hin dch v c th gn lin hoc khng gn lin vi sn phm vt
cht. [37]
Theo ISO 8402, Dch v l kt qu to ra do cc hot ng tip xc gia
ngi cung ng v khch hng v cc hot ng ni b ca bn cung ng p
ng nhu cu khch hng. [17]
Tm li, c nhiu khi nim v dch v c pht biu di nhng gc
khc nhau nhng nhn chung th dch v l hot ng c ch ch nhm p ng
nhu cu no ca con ngi. c im ca dch v l khng tn ti dng sn
phm c th (hu hnh) nh hng ho nhng n phc v trc tip nhu cu nht nh
ca x hi.
c im dch v
Dch v l mt sn phm c bit, c nhiu c tnh khc vi cc loi hng
ho khc nh tnh v hnh, tnh khng ng nht, tnh khng th tch ri v tnh
khng th ct gi. Chnh nhng c im ny lm cho dch v tr nn kh nh
lng v khng th nhn dng bng mt thng c.
Tnh v hnh
Khng ging nh nhng sn phm vt cht, dch v khng th nhn thy c,
khng nm c, khng nghe thy c hay khng ngi thy c trc khi
ngi ta mua chng. H s suy din v cht lng dch v t a im, con ngi,
trang thit b, ti liu, thng tin, biu tng v gi c m h thy.
Tnh khng ng nht
c tnh ny cn gi l tnh khc bit ca dch v. Theo , vic thc hin dch v
thng khc nhau ty thuc vo cch thc phc v, nh cung cp dch v, ngi
phc v, thi gian thc hin, lnh vc phc v, i tng phc v v a im
phc v. iu ny c th dn n, nhng g cng ty d nh phc v th c th
hon ton khc vi nhng g m ngi tiu dng nhn c.
Tnh khng th tch ri
Tnh khng tch ri ca dch v th hin vic kh phn chia dch v thnh hai
giai on rch ri l giai on sn xut v giai on s dng. Dch v thng

29

c to ra v s dng ng thi. i vi sn phm hng ho, khch hng ch s

dng sn phm giai on cui cng, cn i vi dch v, khch hng ng hnh
trong sut hoc mt phn ca qu trnh to ra dch v.
Tnh khng lu gi c
Dch v khng th ct gi, lu kho ri em bn nh hng ho khc. Tnh
khng lu gi c ca dch v s khng thnh vn khi m nhu cu n nh.
Khi nhu cu thay i, cc cng ty dch v s gp kh khn.
2.1.2. Cht lng dch v
Xut pht t nhng quan im cht lng trong lnh vc sn xut ca nhng
nm 1930, trong nhng thp k gn y, cht lng dch v c xc nh nh
mt yu t cnh tranh c tnh chin lc. Cht lng dch v l mt phm tr rt
rng v phc tp, phn nh tng hp cc ni dung kinh t, k thut v x hi. Do
tnh phc tp nn hin ny c rt nhiu khi nim khc nhau v cht lng, c
th nhn thy, ty theo hng tip cn m khi nim cht lng c hiu theo cc
cch khc nhau, mi cch hiu u c c s khoa hc nhm gii quyt mc tiu,
nhim v nht nh trong thc t. Mt vi chuyn gia v cht lng nh ngha
cht lng dch v nh sau:
Theo ISO 8402, cht lng dch v l Tp hp cc c tnh ca mt i
tng, to cho i tng kh nng tha mn nhng yu cu nu ra hoc tim
n. C th hiu cht lng dch v l s tha mn khch hng c o bng hiu
s gia cht lng mong i v cht lng t c. Nu cht lng mong i thp
hn cht lng t c th cht lng dch v l tuyt ho, nu cht lng mong
i ln hn cht lng t c th cht lng dch v khng m bo, nu cht
lng mong i bng cht lng t c th cht lng dch v m bo. [17]
Theo Feigenbaum 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 hoc khng c nu ra, c
thc hoc n gin ch l cm nhn, hon ton ch quan hoc mang tnh chuyn
mn v lun i din cho mc tiu ng trong mt th trng cnh tranh [29].

30

Cht lng dch v l mc m mt dch v p ng c nhu cu v s

mong i ca khch hng (Lewis & Mitchell, 1990; Asubonteng & ctg, 1996;
Wisniewski & Donnelly, 1996). Edvardsson, Thomsson & Ovretveit (1994) cho
rng cht lng dch v l dch v p ng c s mong i ca khch hng v
lm tho mn nhu cu ca h.
Theo nhm tc gi Bi Nguyn Hng v Nguyn Thy Qunh Loan (2010),
mi khch hng thng cm nhn khc nhau v cht lng, do vy vic tham gia
ca khch hng trong vic pht trin v nh gi cht lng dch v l rt quan
trng. Trong lnh vc dch v, cht lng l mt hm ca nhn thc khch hng.
Ni mt cch khc, cht lng dch v c xc nh da vo nhn thc, hay cm
nhn ca khch hng lin quan n nhu cu c nhn ca h. [10]
Cn theo Parasuraman et al (1985:1988, dn theo Nguyn inh Th et al,
2003), cht lng dch v l khong cch gia s mong i ca khch hng v nhn
thc ca h khi s dng qua dch v. ng c xem l nhng ngi u tin
nghin cu cht lng dch v mt cch c th v chi tit trong lnh vc tip th vi
vic a ra m hnh 5 khong cch trong cht lng dch v. [24]
Khong cch (1) l sai bit gia k vng ca khch hng v cm nhn ca nh
cung cp dch v v k vng . S din dch k vng ca khch hng khi khng
hiu thu o cc c trng cht lng dch v, c trng khch hng to ra sai bit
ny.
Khong cch (2) c to ra khi nh cung cp gp cc kh khn, tr ngi
khch quan ln ch quan khi chuyn cc k vng c cm nhn sang cc tiu ch
cht lng c th v chuyn giao chng ng nh k vng. Cc tiu ch ny tr
thnh cc thng tin tip th n khch hng.
Khong cch (3) hnh thnh khi nhn vin chuyn giao dch v cho khch hng
khng ng cc tiu ch d nh. Vai tr nhn vin giao dch trc tip rt quan trng
trong to ra cht lng dch v.
Khong cch (4) l sai bit gia dch v chuyn giao v thng tin m khch
hng nhn c.

31

Thng tin ny c th lm tng k vng nhng c th lm gim cht lng dch

v cm nhn khi khch hng khng nhn ng nhng g cam kt.
Khong cch (5) hnh thnh t s khc bit gia cht lng cm nhn v cht
lng k vng khi khch hng tiu th dch v. Parasuraman et al. (1985) (dn theo
Nguyn inh Th et al, 2003) cho rng cht lng dch v chnh l khong cch th
nm. Khong cch ny li ph thuc vo 4 khong cch trc. [24]

Hnh 2.1 M hnh cht lng dch v

Parasuraman et al (1985, dn theo Nguyn inh Th et al, 2003)*

Thc cht vic m bo v nng cao cht lng dch v l gim v xa b cc

khong cch theo m hnh cht lng dch v ( Hnh 2.1)
Qua cc nh ngha nu trn, c th nhn thy vn tip cn khi nim cht
lng dch v l mc p ng nhu cu, s mong mun ca khch hng l xu th
ca cc chuyn gia v cht lng trong giai on hin nay. Theo quan im cht

32

lng dch v c nhng c im sau:

Cht lng l s tha mn nhu cu ca khch hng, nu mt sn phm dch v
no khng th hin c s p ng nhu cu ca khch hng th c xem l
c cht lng km.
Do cht lng c o lng bng mc tha mn nhu cu, m nhu cu lun
bin ng nn cht lng cng lun bin ng theo thi gian, khng gian v
iu kin s dng.
Nhu cu ca khch hng c th c cng b r rng di dng cc quy nh,
tiu chun nhng cng c nhng nhu cu m khch hng cm nhn c trong
v sau khi kt thc qu trnh s dng.
2.1.3. S hi lng ca khch hng
S hi lng khch hng l mt ni dung ch yu trong hot ng kinh doanh,
do vy c rt nhiu ch , sch bo khoa hc xut bn v ti ny. Theo
Spreng, MacKenzie, v Olshavsky (1996), s hi lng ca khch hng c xem l
nn tng trong khi nim ca marketing v vic tha mn nhu cu v mong c ca
khch hng. [43]. C nhiu quan im nh gi khc nhau v s hi lng ca khch
hng. S hi lng ca khch hng l phn ng ca h v s khc bit cm nhn gia
kinh nghim bit v s mong i (Parasuraman v ctg, 1988; Spreng v ctg,
1996). Ngha l, kinh nghim bit ca khch hng khi s dng mt dch v v
kt qu sau khi dch v c cung cp. [38]
Theo Kotler v Keller (2006), s hi lng l mc ca trng thi cm gic
ca mt ngi bt ngun t vic so snh nhn thc v mt sn phm so vi mong
i ca ngi . Theo , s hi lng c ba cp sau:
Nu nhn thc ca khch hng nh hn k vng th khch hng cm nhn khng
tha mn.
Nu nhn thc bng k vng th khch hng cm nhn tha mn.
Nu nhn thc ln hn k vng th khch hng cm nhn l tha mn hoc thch
th. [36]
Theo Kano (Kano, 1984), ng cho rng mi khch hng u c 03 cp

33

nhu cu: nhu cu c bn, nhu cu biu hin, nhu cu tim n.

Nhu cu c bn: y l loi nhu cu khng bao gi c biu l, nu p ng
loi nhu cu ny s khng mang n s hi lng ca khch hng, tuy nhin nu
ngc li khch hng s khng hi lng.
Nhu cu biu hin: y l loi nhu cu m khch hng biu l s mong mun,
ch i t c. Theo ng, gia s hi lng ca khch hng v s p ng
c nhu cu ny c mi quan h tuyn tnh.
Nhu cu tim n: y l loi nhu cu m khch hng khng i hi, tuy nhin
nu c s p ng t pha nh cung ng dch v th s hi lng khch hng s
tng ln. [32]
Mt l thuyt thng dng xem xt s hi lng ca khch hng l l thuyt
K vng Xc nhn. L thuyt c pht trin bi Oliver (1980) v c dng
nghin cu s hi lng ca khch hng i vi cht lng ca cc dch v hay
sn phm ca mt t chc. L thuyt bao gm hai qu trnh nh c tc ng c
lp n s hi lng ca khch hng: k vng v dch v trc khi mua v cm nhn
v dch v sau khi tri nghim. Theo l thuyt ny c th hiu s hi lng ca
khch hng l qu trnh nh sau:
(1) Trc ht, khch hng hnh thnh trong suy ngh ca mnh nhng k vng v
nhng yu t cu thnh nn cht lng dch v m nh cung cp c th mang li
cho h trc khi cc khch hng quyt nh mua.
(2) Sau , vic mua dch v v s dng dch v ng gp vo nim tin khch hng
v hiu nng thc s ca dch v m h ang s dng.
(3) S tha mn ca khch hng chnh l kt qu ca s so snh hiu qu m dch
v ny mang li gia nhng g m h k vng trc khi mua dch v v nhng g
m h nhn c sau khi s dng n v s c ba trng hp: K vng ca
khch hng l:
c xc nhn nu hiu qu ca dch v hon ton trng vi k vng ca
khch hng;

34

 S tht vng nu hiu qu dch v khng ph hp vi k vng, mong i ca

khch hng;
S hi lng nu nh nhng g h cm nhn v tri nghim sau khi s dng
dch v vt qu nhng g m h mong i, k vng trc khi mua dch v [37]
Qua kin ca cc chuyn gia, c th nhn thy s hi lng khch hng c
vai tr tc ng i vi mc tiu, chin lc pht trin ca t chc, doanh nghip.
Vic tha mn khch hng tr thnh mt ti sn quan trng trong n lc nng cao
cht lng dch v, gi vng s trung thnh, nng cao nng lc cnh tranh ca t
chc, doanh nghip. Khch hng c tha mn l mt yu t quan trng duy tr
c thnh cng lu di trong kinh doanh v cc chin lc kinh doanh ph hp
nhm thu ht v duy tr khch hng (Zeithaml v ctg, 1996) [44].
2.1.4. Quan h gia cht lng dch v v s hi lng ca khch hng
Mi quan h gia cht lng dch v v s hi lng ca khch hng l ch
c cc nh nghin cu a ra bn lun lin tc trong cc thp k qua. Nhiu
nghin cu v s hi lng ca khch hng trong cc ngnh dch v c thc
hin v nhn chung u kt lun rng cht lng dch v v s hi lng l hai khi
nim c phn bit.
S hi lng ca khch hng l mt khi nim tng qut ni ln s hi lng
ca h khi tiu dng mt dch v, cn ni n cht lng dch v l quan tm n
cc thnh phn c th ca dch v (Zeithaml & Bitner, 2000). [44]
Theo Oliver (1993) cho rng cht lng dch v nh hng n mc tha
mn ca khch hng. [37]. Ngha l cht lng dch v c xc nh bi nhiu
nhn t khc nhau, l mt phn nhn t quyt nh ca s hi lng (Parasuraman,
1985, 1988). [38]
Nhiu cng trnh nghin cu thc tin v mi quan h gia cht lng dch
v v s tha mn ca khch hng. Cronin & Taylor (1992) kim nh mi quan
ny v kt lun rng cm nhn cht lng dch v dn n s tha mn ca khch
hng. Cc nghin cu kt lun rng cht lng dch v l tin ca s tha mn

35

v l nhn t ch yu nh hng n s tha mn. [31]

Do , mun nng cao s hi lng ca khch hng, nh cung cp dch v
phi nng cao cht lng dch v. Ni cch khc, cht lng dch v v s hi lng
ca khch hng c mi quan h h tng cht ch vi nhau, trong cht lng
dch v l ci c to ra trc v sau quyt nh n s hi lng ca khch
hng. Mi quan h nhn qu gia hai yu t ny l vn then cht trong hu ht
cc nghin cu v s hi lng ca khch hng.
2.1.5. Cc m hnh o lng cht lng dch v
Mt trong nhng kh khn ca qu trnh qun l cht lng dch v l o
lng cht lng ca dch v. Khc vi cht lng sn phm hu hnh c o
lng bng nhng thng s, c tnh k thut, cht lng dch v nh phn tch
nhng phn trn, c xc nh bi khch hng. Khch hng nh gi cht lng
dch v thng qua cm nhn ch quan ca h i vi qu trnh thc hin dch v.
Theo TCVN v ISO 9000, cht lng dch v l mc ph hp ca sn phm
dch v so vi cc yu cu ra hoc nh trc ca ngi mua. V vy, o lng
cht lng dch v thng da trn mi quan h gia nhng mong i v cm nhn
thc t ca khch hng v dch v. Cc nghin cu v phng php o lng v
nh gi cht lng dch v hin nay bao gm nhiu ni dung lin quan n nhng
c im ca dch v v cht lng dch v. [17]
Hin nay mt s bin php nh gi cht lng dch v bng vic vn dng
cc phng php phn tch thng k. c cc nh nghin cu s dng trong cc
lnh vc khc nhau:
M hnh 4 P
Sn phm (Product): nhng c tnh dch v c cung cp
Th tc phc v (Procedure): nhng th tc trong qu trnh phc v khch hng
Ngi phc v (Provider): phm cht ca ngi trc tip cung cp dch v
Bin php gii quyt (Problems): kh nng i ph, x l nhng tnh hung bt
ng xy ra trong qu trnh phc v. [17]

36

 M hnh cht lng chc nng v cht lng k thut Gronroos

nghin cu cm nhn ca khch hng v cht lng dch v,
Gronroos (1984) gii thiu m hnh cht lng dch v da trn 03 im thit
yu:
Th nht, phn bit cht lng chc nng vi cht lng k thut. Cht lng
chc nng chnh l qu trnh tng tc gia khch hng v ngi cung ng dch
v, ngha l lm th no dch v c th hin v cung ng. Cht lng k thut
l h qu ca qu trnh vn hnh hot ng dch v, c ngha l nhng g m
khch hng nhn c.
Th hai, hnh nh c tm quan trng tt bc i vi tt c cc hng cung ng
dch v bi v khch hng c th thy c hnh nh v ngun lc ca hng
trong qu trnh giao dch mua bn.
Th ba, cm nhn ton b v cht lng l mt hm ca nhng cm nhn nh
gi ca khch hng v dch v v s khc bit gia nhng nh gi ny vi
nhng mong i v dch v ca h. [34]
Hnh 2.2 M hnh cht lng dch v ca Gronroos:

37

 M hnh l thuyt v ch s hi lng ca khch hng (Customer Satisfaction

Index CSI)
M hnh ny c ng dng nhm o lng s tha mn ca khch hng i
vi cc ngnh, cc doanh nghip, dch v T c th bit c v th, s nh
gi ca khch hng i vi doanh nghip, dch v hoch nh cc mc tiu v
chin lc ci tin cht lng hot ng.
Ch s hi hi lng ca khch hng bao gm cc nhn t (bin), mi nhn t
c cu thnh t nhiu yu t c th (indicators, items) c trng ca sn phm
hoc dch v. S hi lng khch hng (customer satisfaction) c nh ngha nh
l mt s nh gi ton din v s s dng mt dch v hoc hot ng sau bn ca
doanh nghip v y chnh l im ct li ca m hnh CSI. Xung quanh bin s
ny l h thng cc mi quan h nhn qu (cause and effect) xut pht t nhng
bin s khi to nh s mong i (expectations) ca khch hng, hnh nh (image)
doanh nghip v sn phm, cht lng cm nhn (perceived quality) v gi tr cm
nhn (perceived value) v sn phm hoc dch v km theo n cc bin s kt qu
ca s hi lng nh s trung thnh (customer loyalty) hay s than phin ca khch
hng (customer complaints). [12]
M hnh SERVQUAL
Ly tng l thuyt trong m hnh ca Gronroos (1984), Parasuraman
(1985) xy dng mt cng c o lng hn hp, gi l SERVQUAL, dng o
lng cht lng dch v cm nhn, b thang o SERVQUAL cha 22 cp ca cc
khon mc o theo thang im Likert o lng ring bit nhng k vng v cm
nhn thc t ca khch hng v cht lng dch v. Trong , phn th nht xc
nh k vng ca khch hng i vi dch v ni chung; phn th hai nhm xc
nh cm nhn ca khch hng i vi vic thc hin dch v. Kt qu nghin cu
nhm nhn ra cc khong cch gia cm nhn khch hng v cht lng dch v do
doanh nghip thc hin v k vng ca khch hng i vi cht lng dch v .
C th: Cht lng dch v = Mc cm nhn Gi tr k vng. y l mt
trong nhng m hnh c s dng kh ph bin nh gi cht lng dch v

38

trong nhiu lnh vc khc nhau. M hnh SERVQUAL gm 10 thnh phn:

(1) Phng tin hu hnh; (2) S tin cy; (3) S p ng; (4) Nng lc phc v;
(5) Tip cn; (6) n cn; (7) Thng tin; (8) S tn nhim; (9) An ton; (10) S thu
hiu. [23]
Phng php c bn c vn dng trong SERVQUAL l phn tch nhn t,
mt phng php phn tch thng k cho php thu gn d liu a bin ban u
hnh thnh cc nhn t trong nh gi ca khch hng v cht lng dch v. Trn
c s vn dng phn tch nhn t theo cch thc thc hin trong cng c
SERVQUAL, kt hp vi ni dung nh gi cm nhn ton b ca khch hng v
cht lng dch v trong m hnh ca Gronroos, mt qui trnh vn dng kt hp cc
phng php thng k trong phn tch cc nhn t nh hng n cht lng dch
v c th c khi qut nh sau:

Thc hin iu tra x hi hc thu thp d liu o lng cm nhn v

mong i ca khch hng v dch v
La chn cc tiu thc th hin nhng c tnh lin quan n cht lng dch
v. S lng tiu thc la chn tng i nhiu c c nhng thng tin nh
gi theo nhiu gc .
Trn c s nhng tiu thc chn, lp phiu hi trong cc cu hi c
p dng thang im Likert. tr li cu hi khch hng phi so snh gia cm
nhn v mong i ca bn thn v c tnh dch v c nu ra.

Vn dng phng php phn tch thnh phn chnh thu gn d liu, ng
thi xc nh cc nhn t c bn trong cht lng dch v
T kt qu iu tra v tng hp, d liu c a vo phn tch thnh phn
chnh thng qua loi b i nhng bin khng quan trng v xc nh c cu
trc ca nhng nhn t c bn trong cht lng dch v.
Kt qu ca bc ny cho php xc nh c cc tr s tng ng ca cc
bin tng hp (nhn t) s dng trong cc bc phn tch tip theo.

39

 nh gi tin cy ca php o lng bng phng php tnh h s

Cronbachs Alpha
Tnh h s Cronbachs Alpha c thc hin i vi mi nhm bin cu
thnh cc nhn t. H s Cronbachs Alpha cho bit s tng i ng nht trong
o lng theo cc bin c ni dung gn gi nhau v hnh thnh nn mt nhn t.
T kt qu phn tch thnh phn chnh vn dng phn tch hi qui bi
nh gi cc nhn t nh hng n cht lng dch v
Cc bin tng hp xc nh c bc trn c s dng lm cc bin c
lp v cng vi mt bin ph thuc t s liu iu tra (th hin nh gi chung v
cht lng dch v) c a vo m hnh phn tch hi qui bi. Vi cc bin c
lp l nhng bin tng hp c c t phn tch thnh phn chnh cho php loi tr
c hin tng a cng tuyn.
Thng qua phn tch nh gi c vai tr ca tng nhn t nh hng n
cht lng dch v.
Thang o SERVQUAL c vn dng trong nhiu lnh vc khc nhau:
ngn hng, dch v thng tin, du lch v l hnh, vn chuyn ng bin, bnh vin
v mt s cc ngn hng quc gia Midland and Abbey National (Anh) s dng
cng c SERVQUAL rt thng xuyn trong vic nh g cht lng dch v ca
mnh. Kt qu kim nh trong cc nghin cu cho thy:
Cht lng dch v khng n nh trong cc thnh phn ca cht lng dch v,
n thay i theo bi cnh, loi dch v, ti cc th trng khc nhau th khc
nhau.
tin cy b hn ch bi vic s dng im khc bit (gap scores) nh g
cht lng dch v
M hnh SERVQUAL cng c mt s nhc im nh: s m h ca khi nim
k vng, phc tp trong xy dng bng cu hi
o lng cht lng dch v theo m hnh SERVPERF
Trn c s m hnh SERVQUAL ca Parasuraman, Cronin v Taylor (1992)
khc phc v cho ra i m hnh SERVPERF, mt bin th ca SERVQUAL.

40

Theo m hnh SERVPERF th: Cht lng dch v = Mc cm nhn. Kt lun

ny nhn c s ng tnh bi cc nghin cu ca Lee v ctg (2000), Brady v
ctg (2002). B thang o SERVPERF cng c hai mi hai pht biu vi nm thnh
phn c bn tng t nh phn hi v cm nhn ca khch hng trong m hnh
SERVQUAL, tuy nhin b qua phn hi v k vng, nm thnh phn c bn, l:
Tin cy (reliability): th hin qua kh nng thc hin dch v ph hp v ng
thi hn ngay t ln u tin.
p ng (responsiveness): th hin qua s mong mun, sn sng ca nhn vin
phc v cung cp dch v kp thi cho khch hng.
Nng lc phc v (assurance) th hin qua trnh chuyn mn v cung cch
phc v lch s, nim n vi khch hng.
S cm thng (empathy): th hin s quan tm, chm sc n tng c nhn,
khch hng.
Phng tin hu hnh (tangibles): th hin qua ngoi hnh, trang phc ca nhn
vin, cc trang thit b phc v cho dch v.

Hnh 2.3 M hnh cht lng dch v SERVPERF

S tin cy

S p ng

S hi lng ca
khch hng

Nng lc
phc v
S cm
thng

Phng tin
hu hnh
trng

41

2.1.6. CSVC-TTB Hnh thc dch v phc v qu trnh Dy Hc

Khi nim CSVC-TTB
Hin nay c rt nhiu nh ngha v CSVC-TTB, tuy nhin a s cc tc gi
u cho rng CSVC-TTB l tt c nhng phng tin vt cht c gio vin v
hc sinh s dng thc hin mt cch c hiu qu cc chng trnh gio dc.
Theo PGS TS V Trng R: CSVC-TTB l phng tin lao ng s phm
ca nh gio dc v hc sinh. y l mt h thng bao gm trng s, thit b
chung, thit b dy hc theo cc mn hc v cc thit b phc v cc hot ng gio
dc khc nh gio dc lao ng, gio dc thm m, gio dc th cht v.v.... [20]
Theo TS Hong Minh Thao v TS H Th Truyn CSVC-TTB l tt c cc
phng tin vt cht c huy ng vo vic ging dy, hc tp v cc hot ng
mang tnh gio dc khc t uc mc ch gio dc. [22]
Theo Quyt nh v vic ban hnh iu l Trng i hc, ngy
30/7/2003, CSVC-TTB c nhn din: Ti sn ca trng i hc bao gm: t
ai, nh ca, cng trnh xy dng, cc kt qu hot ng khoa hc v cng ngh,
cc trang thit b v nhng ti sn khc c Nh nc giao cho trng qun l v
s dng hoc do trng u t mua sm, xy dng hoc c biu, tng m bo
cc hot ng o to, nghin cu khoa hc v pht trin cng ngh v cc hot
ng khc.
Theo B tiu chun Kim nh cht lng trong Gio dc i hc, yu t
CSVC-TTB c nh gi thng qua: h thng phng hc, phng th nghim,
xng thc hnh, phng vi tnh, mng Internet, k tc x sinh vin, h thng in,
nc, khu gii tr, th dc th thao, phc v cho cng tc ging dy, hc tp, nghin
cu khoa hc v cc hot ng gii tr, th dc th thao. [1]
Vi cc nh ngha c bn cng nh nhng hnh thc m t c ngha tng
qut trn, ni hm ca khi nim CSVC-TTB ngy cng c m rng do yu cu
v gio dc ton din v vic i mi thng xuyn v gio dc p ng vi nhu
cu pht trin v KT-XH v KHCN ca con ngi.
Nh vy CSVC-TTB l mt h thng va mang tnh a dng v chng loi

42

va phc tp v mt k thut ln m thut va lin quan n rt nhiu lnh vc nh:

ti chnh, kinh t, x hi, khoa hc, chuyn mn, s phm
Vai tr ca CSVC-TTB trong qu trnh dy hc
Trong qu trnh gio dc c th nh gi vai tr ca CSVC-TTB qua cc
nhn nh sau:

CSVC-TTB ng vai tr rt quan trng trong vic i mi phng php dy

hc xem ngi hc l trung tm ca qu trnh nhn thc. Theo hng i mi tch

cc ny, phng php dy hc th hin qua mt s thay i c bn nh sau:
Ngi hc c ch ng tham gia tch cc vo qu trnh hc tp.
Ngi hc trc tip tham gia vo khu t chc hc tp, c thc hnh
v lm vic nhiu hn trong qu trnh hc tp.
Mun tho mn cc thay i trn bt buc phi c s tham gia ca CSVCTTB vi vic trang b y v a dng cc loi phng tin dy hc, cc phng
th nghim, phng b mn, th vin, sch nghin cu, cc dng dy hc v cc
phng tin h tr khc.

CSVC-TTB cng ng gp thit thc vo vic a dng ho cc hnh thc

dy hc. Tht vy, mt h thng trng lp, phng th nghim, phng b mn, sn
bi y v ng quy cch s gip cho vic t chc cc hnh thc hot ng dy
hc, gio dc a dng, linh hot nh dy ngoi tri, dy trong lp, dy trong phng
th nghim, phng b mn, dy nghin cu v phng php nghin cu bng thc
hnh, dy chuyn bit, nng cao, ngoi kho v.v... Th vin truyn thng, th vin
in t cung cp mt s lng kin thc v cng phong ph, c trnh by y
v khoa hc gip cho thy gio, hc sinh khai thc tri thc, t nghin cu, t xy
dng phng php ging dy hc tp, h tr c lc cho cc bi ging ca thy gio
v tng thm kh nng t duy sng to ca hc sinh.

CSVC-TTB cng gip cho vic nng cao cht lng dy v hc, gip cho

ngi hc hiu su hn, r hn ni dung dy hc. Trong qu trnh dy hc, nguyn

tc trc quan c kim chng vi hiu qu rt cao khi ngi hc trc tip quan
st, thc hnh so vi li ni tru tng ca thy gio. Mt s ni dung phc tp rt

43

cn c phng tin trc quan mi gii quyt c nh chng minh cc nh lut,

nh l, hin tng tru tng ca khoa hc t nhin. Phng tin th nghim dng
c thc hnh gip cho phng php dy hc khm ph nghin cu t n kt
qu thit thc v c th. Vi h thng CSVC-TTB y , ngi hc cn c rn
luyn k nng k xo, t hiu su hn cc vn cn hc, cn nghin cu to
iu kin thc t cho nhng sng kin mi.

CSVC-TTB hin i gp phn rt nhiu vo vic nng cao kh nng s

phm. Hin nay, vi s pht trin vt bc ca KHKT, ngnh CNTT ng gp

rt nhiu cc phng tin k thut hin i trc tip h tr cho cc nh qun l gio
dc, thy gio v ngi hc v lng thng tin, cch thc sp xp trnh by kin
thc khoa hc r rng, chnh xc. Vic s dng CNTT trong nh trng hin nay
to iu kin cho thy v tr c c mt mi lin h gn b, ngi hc tht s
hng th tham gia vo gi hc, rn luyn kh nng t hc, t chim lnh tri thc.
Cng tc qun l CSVC-TTB
Qua phn tch vai tr ca CSVC-TTB, c th nhn thy qu trnh dy hc
c cu thnh bi nhiu thnh t c bn lin quan cht ch v tng tc ln nhau,
l cc thnh t: mc tiu, ni dung, phng php, gio vin, nhn vin qun l
phc v, ngi hc v CSVC-TTB. Cc thnh t ny to nn qu trnh s phm
di tc ng ca mi trng bn ngoi l mi trng KT-XH v mi trng
KHCN. Mi quan h gia cc thnh t l mi quan h tng tc hai chiu, trong
CSVC-TTB l mt trong nhng thnh t khng th tch ri ca ton b qu trnh
dy hc. Tuy nhin iu khin ti u qu trnh vn hnh, nng cao hiu qu s
dng CSVC-TTB i vi qu trnh dy hc, cn phi xc nh vai tr quan trng
ca cng tc qun l CSVC-TTB ca Nh trng. c bit i vi cc trng i
hc, lnh o Nh trng phi c nhn thc y , c nhng quyt nh ng n,
c chuyn mn r rt, bit da vo cc lc lng i ng nhn vin, i ng
ging vin, bit pht huy tnh ch ng sng to ca h, phi c k hoch chi tit c
th v hp l v vic xy dng, trang b, phn cng t chc s dng bo qun, theo
di kim tra CSVC-TTB. C th Nh trng cn ch trng n 04 yu t then cht:

44

 Tnh trng ca h thng CSVC-TTB p ng nhu cu ging dy ca GV, hc

tp, nghin cu v thc hnh ca SV.
i ng ging vin, lin quan trc tip n qu trnh s dng CSVC-TTB mt
cch hiu qu nht nhm truyn t kin thc, hng dn thc hnh, nng cao
thc t hc, nh hng ngh nghip cho SV.
i ng nhn vin phc v, h tr Nh trng, trc tip trin khai cng tc vn
hnh, bo tr, bo dng h thng CSVC-TTB nhm duy tr nng cao hiu qu
s dng CSVC-TTB phc v cng tc o to.
Cng tc qun l ca Nh trng th hin qua vic thc hin ng chc nng,
c nhng gii php qun l vic xy dng, trang b, mua sm, s dng v bo
qun CSVC-TTB mt cch ti u v ng thi phi xc lp c cc bin php
t chc cc iu kin h tr t cc ngun lc khc.
CSVC-TTB Hnh thc dch v phc v qu trnh Dy Hc
Nh trnh by phn trn, CSVC-TTB l mt h thng sn phm vt cht
hu hnh gm: phng hc, phng th nghim, xng thc hnh, phng vi tnh, mng
Internet, k tc x sinh vin, h thng in, nc, khu gii tr, th dc th thao
Mt khc, khng nh c v tr v chc nng trong tng th hot ng ca nh
trng, khng th tch ri khi nim CSVC-TTB khi vai tr ca qu trnh qun l,
phc v, ging dy ca i ng cn b qun l, nhn vin v ging vin...C th
thy, yu t con ngi lun l yu t quyt nh hng u, chi phi trc tip vo
qu trnh o to trong trng i hc. Yu t con ngi khng ch ni n i ng
thy c gio m bao gm c i ng cn b qun l. phc v cho mt ging vin
ng lp phi km theo mt i ng phc v t khu ln chng trnh, thi kha
biu, chun b c s vt cht, thit b ging dyTc l c c mt i ng phc v
trong ton h thng. Trnh chuyn mn ca ngi thy, nng lc nghip v ca
cn b phc v l then cht.
Hn na, trong xu th gio dc i hc dn dn c quan nim nh l mt
loi hnh dch v c bit, trng i hc c xem nh l n v cung cp dch v
cho cc i tng khch hng khc nhau: nh nc, cc doanh nghip, t chc lao

45

ng, sinh vin, ph huynh v cng ng x hi, trong chc hn i tng sinh
vin va l ngi th hng va l khch hng quan trng nht. Theo quan im
, c th nhn thy trng i hc cung cp cho cc i tng khch hng ca
mnh nhng gi dch v khc nhau. C th, i vi i tng khch hng l sinh
vin, nh trng cung cp cho h cc gi dch v gm: chng trnh o to,
chng trnh h tr sinh vin hc tp, rn luyn, CSVC-TTB phc v hot ng hc
tp, nghin cu khoa hc
T nhng phn tch trn c th nhn nh CSVC-TTB l mt hnh thc dch
v m nh cung cp l trng i hc v sinh vin l khch hng trc tip vi y
cc yu t cu thnh theo nhn nh ca GS.TS Nguyn nh Phan, c dch
v cn c s phi hp cht ch ca cc yu t vt cht v con ngi bao gm c s
phi hp ca khch hng. Mun cung cp mt dch v cn c nhng yu t sau:
Khch hng ang nhn dch v, y l yu t tin quyt, khng c khch
hng dch v khng tn ti.
C s vt cht bao gm: phng tin, thit b, a im, khung cnh
Qun l phc v: nhn vin phc v, hot ng dch v.
Sn phm i km. [17]
2.2. M hnh cht lng CSVC-TTB ca trng i hc
2.2.1. C s p dng m hnh
C s thc tin
C th nhn thy m hnh cht lng dch v SERVPERF khng nhng
c chp nhn bi cc nh nghin cu, m n cn c s dng o lng cht
lng dch v trong nhiu lnh vc khc nhau.
Trong phn tng quan ti liu chng ti trnh by qu trnh s dng thang
o SERVPERF ca cc nghin cu trong lnh vc gio dc v nhn xt ca cc tc
gi nghin cu v tin cy ca thang o ny. Tuy nhin mt vn quan trng
c cc tc gi cp trong qu trnh p dng m hnh ny l cc thnh phn
ca cht lng dch v lun c s thay i theo bi cnh, loi dch v, ti cc th
trng khc nhau th khc nhau. V th vic nhn din y v chnh xc cc

46

thnh phn ca cht lng dch v trong tng nghin cu l yu t cn thit, nht l
trong lnh vc gio dc, gio dc i hc c xem nh l mt loi hnh dch v
c bit.
C s l lun
T nh ngha th no l s hi lng ca khch hng v nhng phn tch v
mi quan h gia cht lng dch v v s hi lng ca khch hng, c th nhn
thy vic nghin cu cc yu t nh hng n s hi lng ca khch hng ng
ngha vi vic nghin cu cc yu t nh hng n cht lng dch v. iu
cng tht s ph hp i vi vic nghin cu cc yu t nh hng n s hi lng
ca SV i vi CSVC-TTB ca Nh trng. Theo m hnh nh gi cht lng
dch v SERVPERF (Hnh 2.3) c th xy dng m hnh nh gi cht lng
CSVC-TTB nh sau:
Hnh 2.4 M hnh SERVPERF cht lng dch v CSVC-TTB

S tin cy

S p ng

Nng lc
phc v

S hi lng ca SV
i vi CSVC-TTB

S cm
thng

Phng tin
hu hnh

Trn c s m hnh SERVPERF, thang o cht lng CSVC-TTB c xy

dng gm 05 thnh phn, 36 bin quan st, trong thnh phn (1) Phng tin
hu hnh: 06 bin quan st; (2) S tin cy: 06 bin quan st; (3) S p ng: 11 bin

47

quan st; (4) Nng lc phc v: 08 bin quan st; (5) S ng cm: 05 bin quan
st. (Ph lc 1)
Tuy nhin, vn quan trng l lm th no nhn din ng cc thnh
phn c tnh quyt nh m SV s dng CSVC-TTB d dng cm nhn v nh gi.
gii quyt vn ny, chng ti nghin cu thc hin vic khm ph ra mi
quan h gia yu t Ngun lc ca Nh trng vi cc thnh phn cht lng
dch v SERVPERF.
Theo tc gi Nguyn nh Phan, yu t ngun nhn lc trong qu trnh cung
ng mt dch v l ht sc quan trng, c tnh quyt nh. Ngun nhn lc ny phi
c kin thc, trnh v k nng gii quyt cng vic, c thi nhit tnh, ci m
v chn thnh,...vi khch hng ca mnh [17].
Khng nh vai tr quan trng ca ngun lc Nh trng, tc gi L Vn
Ho xut vn dng Chu trnh pht trin gi tr (2009), chu trnh cung cp
mt cch nhn h thng v mi lin h gia nh sn xut (organisation), sn
phm (product), v khch hng (target group); ng thi nhn mnh cc yu t
ngun lc gip cho mi lin h ni trn khng ngng c pht trin, trong c:
ngun nhn lc (i ng CBVC ca NSX cng nhng gi tr vn ha, tinh thn, s
hp tc bn trong gia cc c nhn, n v) v ngun lc cu trc (H thng c s
vt cht; c cu b my; cc k hoch chin lc; cc qui nh, qui tc, tiu ch
cn phi c vn hnh hot ng SX; cc gi tr vt cht c xy dng nhm
gip NSX hot ng n nh). Theo tc gi c th p dng m hnh ny cho cc n
v, b phn trong trng i hc, v d nh Khoa, Th vin, Vin/Trung tm Khoa hc
cng ngh[9]
Cng theo quan im , trong bi vit Bn v s tch hp chin lc ngun
nhn lc vi chin lc cng ty, tc gi on Gia Dng cho rng yu t ngun lc,
trong c ngun nhn lc ca t chc c coi nh l nng lc ct li ng gp cho
s thnh cng ca t chc trn cc kha cnh cht lng cao, dch v tuyt ho, kh
nng i mi; k nng trong cng vic c th; v nng sut ca i ng nhn vin,
y l nhng yu t then cht mang li s thnh cng ca cc t chc. [6]

48

T nhng nhn nh trn, chng ti tin hnh thit lp ma trn tch hp cc

thnh phn cht lng dch v vi cc yu t ngun lc t chc, t p dng cho
trng hp i vi CSVC-TTB ca trng i hc. Mi quan h gia cc thnh
phn cht lng dch v SERVPERF v ngun lc t chc c thit lp theo ma
trn phn ph lc (Ph lc 2).
Theo , 05 thnh phn cht lng dch v theo m hnh SERVPERF c
nhn din v o lng thng qua 04 thnh phn thuc ngun lc ca Nh trng to
thnh cht lng CSVC-TTB: (1) Tnh trng CSVC-TTB, (2) Nng lc i ng
GV, (3) Nng lc i ng nhn vin, (4) Cng tc qun l ca Nh trng

2.2.2. M hnh nghin cu

T ma trn tch hp (Ph lc 2) v trn c s m hnh cht lng SERVPERF
(Hnh 2.4), chng ti xy dng m hnh nghin cu cht lng CSVC-TTB trng
HL theo hnh 2.5.

Hnh 2.5 M hnh cht lng CSVC-TTB trng HL

Tnh trng
CSVC-TTB

Nng lc
ging vin

S hi lng ca SV
i vi CSVC-TTB

Nng lc
nhn vin

Cng tc qun l
ca Nh trng

49

 Gii thch cc khi nim thuc m hnh:

CSVC: H thng ging ng, phng hc, phng TN-TH, th vin, sn bi
TDTT, VHVN, KTX, h thng m thanh, chiu sng, h thng in, nc,
mng Internet, website DLU.
TTB: Ton b cc thit b, dng c phc v ging dy, hc tp, nghin cu
khoa hc v rn luyn
Nhn vin: NV phc v CSVC-TTB, k thut vin th vin, NV phng TN,
phng TH my tnh, NV phc v sn bi TDTT, VHVN, NV bo v.
Tnh trng CSVC-TTB: Tnh trng vt l, tnh y , tnh tin tin, tnh cp
nht, mc tin nghi ca h thng CSVC-TTB.
Nng lc i ng GV: Nng lc chuyn mn, kh nng s dng hiu qu cc
loi CSVC-TTB trong qu trnh ging dy, hng dn SV thc hnh, tinh
thn trch nhim i vi cng vic, thi i vi SV.
Nng lc i ng NV: Trnh chuyn mn, k nng gii quyt cc s c k
thut v CSVC-TTB, tinh thn trch nhim i vi cng vic, thi phc
v i vi SV.
Cng tc qun l ca Nh trng: Cng tc qun l CSVC-TTB, cng tc
i mi, nng cp, bo tr, bo dng CSVC-TTB, kh nng nm bt v p
ng nhu cu ca SV v CSVC-TTB.

2.2.3 Thang o cht lng CSVC-TTB Trng HL d tho (Ph lc 3)

Trn c s m hnh nghin cu, chng ti xy dng thang o cht lng
CSVC-TTB trng HL gm 04 thnh phn, tng ng vi 36 bin quan st:
(1) Tnh trng CSVC-TTB: 15 bin quan st c m ha: CD1 CD15,
(2) Nng lc ca i ng GV: 07 bin quan st c m ha: TE1 TE7,
(3) Nng lc ca i ng NV: 06 bin quan st c m ha: WR1 WR6,
(4) Cng tc qun l ca Nh trng: 08 bin quan st c m ha: MG1 MG8

50

Kt lun
Cc c s l thuyt v dch v, cht lng dch v v mi quan h ca cht
lng dch v vi s hi lng ca khch hng cho thy cht lng c xem nh
khong cch gia mong i v dch v v nhn thc ca khch hng khi s dng
dch v. Theo quan im nhiu m hnh cht lng c xy dng v p dng
trong nhiu lnh vc khc nhau. Trong m hnh SERVQUAL ca Parasuraman
et, al (1985) v m hnh SERVPERF ca Cronin v Taylor (1992). c s dng
ph bin hn c, bi tnh c th, chi tit v cng c nh g lun c tc gi v
ng nghip kim nh v cp nht. Mt khc t vic CSVC-TTB c th c nhn
din nh l mt hnh thc dch v m trng i hc cung cp cho SV nhm thc
hin mc tiu o to ca mnh, xc nh phng php o lng cht lng CSVCTTB bng phng php o lng s hi lng ca SV i vi cc thnh phn cht
lng CSVC-TTB ca nh trng. Kt qu ca bc ny l vic vn dng m hnh
cht lng dch v SERVPERF xy dng m hnh v thang o d tho o lng
cht lng CSVC-TTB. Trn c s thang o d tho, chng ti vn dng c s
l lun v vai tr ngun lc i vi qu trnh pht trin cht lng ca t chc, thit
lp ma trn tch hp gia 05 thnh phn cht lng SERVPERF v cc yu t
ngun lc ca trng i hc xy dng m hnh cht lng CSVC-TTB ca
trng i hc gm 04 thnh phn: (1) Tnh trng CSVC-TTB; (2) Nng lc i
ng GV; (3) Nng lc i ng NV; (4) Cng tc qun l ca Nh trng. (Hnh
2.5). T thang o cht lng CSVC-TTB Trng HL c thit k gm 04
thnh phn, tng ng vi 36 bin quan st: (1) Tnh trng CSVC-TTB: 15 bin
quan st (CD1 CD15), (2) Nng lc ca i ng GV: 07 bin quan st (TE1
TE7), (3) Nng lc ca i ng NV: 06 bin quan st (WR1 WR6), (4) Cng tc
qun l ca Nh trng: 08 bin quan st (MG1 MG8).

51

Chng 3.

PHNG PHP, NI DUNG V KT QU NGHIN CU

3.1. Gii thiu khi qut Trng i hc Lt

Theo Quyt nh s 426/TTg k ngy 27/10/1976 ca Th tng Chnh
Trng i hc Lt hot ng trn phm vi a bn cc tnh Ty Nguyn v cc
tnh duyn hi Nam Trung b, trng thc r rng v y nhim v ca trng
i vi a phng v a bn l:
o to nhn lc c trnh cao trc tip phc v cho qu trnh pht trin KTXH ca cc tnh Ty Nguyn v duyn hi Nam Trung B.
Gp phn nng cao trnh dn tr v trnh nhn thc cho c dn v cho i
ng lao ng cc tnh Ty Nguyn v duyn hi Nam Trung B.
Nghin cu v chuyn giao cng ngh cc thnh tu khoa hc k thut mi phc
v cho qu trnh pht trin KT-XH ca cc tnh Ty Nguyn v duyn hi Nam
Trung B.
C s vt cht Trang thit b ca Trng i hc Lt
V CSVC-TTB phc v o to, trng c mt khun vin rng ri (40 ha),
khang trang, c th t chc o to trn quy m ln v tp trung. H thng trang
thit b phc v o to c u t mnh trong nhng nm qua. Hng nm, trng
dnh nhiu kinh ph mua sm trang thit b cho cc phng th nghim, phng
my tnh, sch v tp ch cho th vin. H thng cc ging ng c nng cp
thng xuyn. Khun vin v h tng ca trng c tp trung chnh trang
chun b cho nhng u t ln trong giai on 2001-2010. K tc x sinh vin c
nng cp. H thng th vin in t v mng my tnh cp quang ton trng c
u t v a vo khai thc gp phn tch cc vo cng tc nng cao cht lng
qun l, iu hnh, ging dy v hc tp.
Nhn chung c s vt cht ca Trng i hc Lt hin nay v ang
c hin i ha thch ng vi phng thc o to theo tn ch v quy m o to
bao gm 52 ngnh ngh ca cc bc o to t trung cp chuyn nghip, cao ng,
i hc, sau i hc n nghin cu sinh.

52

Thng tin CSVC-TTB ca trng i hc Lt nm hc 2010 2011

c trnh by chi tit trong phn ph lc (Ph lc 4).
Cng tc qun l, phc v i vi CSVC-TTB
Hin ti Phng Qun tr thit b c chc nng qun l ton b CSVC-TTB ca
trng, lp quy hoch xy dng, tu sa v s dng cc cng trnh xy dng, cng
tc cung ng theo di s dng v qun l vt t thit b phc v cho o to, nghin
cu khoa hc v lao ng sn xut trong trng. m bo tt qu trnh hot
ng ca n v, v c cu t chc, Phng Qun tr thit b c phn thnh cc b
phn chc nng: (1) B phn thit bc vt t gm 05 nhn vin, (2) B phn qun tr
gm 18 nhn vin, (3) B phn qun tr mng gm 02 nhn vin. [4]
C cu t chc nhn s ca Phng Qun tr thit b c trnh by theo s
sau:
Hnh 3.1 S t chc Phng Qun tr thit b Trng i hc Lt

Trng phng QTTB

Ph phng QTTB

B phn Qun tr
- 02 CV ph trch
- 02 NV in, nc
- 02 NV cnh quang,
mi trng
- 12 NV phc v CSVC

Ph phng QTTB

B phn Thit b
- 02 CV ph trch
- 03 NV thit b

B phn
qun tr mng
- 02 CV ph trch

Kt qu nh gi ngoi tiu chun 9 (Th vin, trang thit b hc tp v c

s vt cht) trong kim nh cht lng ln 1 (2001-2005)
Mt mnh:
Trng c h thng th vin hin i, s lng sch nhiu, c qun l v
khai thc c hiu qu.

53

 H thng mng my tnh hot ng tt, phc v hiu qu cho cng tc hc

tp, ging dy v nghin cu khoa hc.
S lng phng th nghim, thc hnh m bo cho vic hc tp. Trng
to ra cnh quan, mi trng hc tp tt do cng tc quy hoch khoa hc,
hp l
Trng kt hp tt vi mt s c s khoa hc ngoi trng s dng
phng thc hnh, th nghim h tr cng tc o to v nghin cu khoa hc.
i ng bo v c chuyn mn v hon thnh tt vic m bo an ninh trt
t nh trng.
Hn ch:
Mt s chuyn ngnh mi cn t sch, ti liu tham kho
Din tch mt s phng th nghim nh, thit b cha hin i, cha p ng
yu cu nghin cu khoa hc ca mt s chuyn ngnh.
S sinh vin c trong k tc x ca trng cn t so vi nhu cu ca sinh
vin. [3]

54

3.2. Phng php nghin cu

3.2.1. Thit k nghin cu
Thit k nghin cu ca ti c trnh by nh trong Hnh 3.2
Hnh 3.2 Qui trnh nghin cu
C s l thuyt
cht lng dch v

Thang o
d tho

Thang o
SERVPERF

Tho lun
nhm
iu chnh
thang o

Nghin cu
nh lng

- Thang o s dng
- Bng hi kho st

Mu nghin cu
Phn tch nhn t EFA
H s Cronbachs Alpha

Phn tch hi quy tuyn tnh

Phn tch ANOVA

Kt lun
Khuyn ngh

Kim nh gi thuyt

1.

3.2.2. Thit k cng c o lng

3.2.2.1. Nghin cu s b
Nghin cu s b c thc hin thng qua phng php tho lun nhm.
Nhm tho lun gm 17 sinh vin ca 17 khoa ca trng, thuc i tng nghin

55

cu. Nghin cu ny dng iu chnh v b sung thang o d tho (Ph lc 3)

c xy dng trong m hnh nghin cu cng nh thng nht nh ngha cc khi
nim lin quan n cc nhn t, bin quan st, chun b cho bc xy dng bng hi
kho st.
3.2.2.2. Bng hi kho st
Trn c s thang o hiu chnh, bng hi kho st c xy dng v sau
c ly kin gp ca 05 ging vin c kinh nghim trong lnh vc nghin cu.
Trong giai on ny, mt s khi nim, cu trc cu hi c iu chnh nhm p
ng tnh nht qun v ngha, ni dung ca bng hi. Bng hi kho st cc yu t
nh hng n s hi lng ca SV i vi cht lng CSVC-TTB Trng i hc
Lt gm 03 phn (Ph lc 5):
Cc cu hi c nh gi theo thang o Likert, 05 mc : 1. Hon ton
khng ng ; 2. Khng ng ; 3. Bnh thng; 4. ng ; 5. Hon ton ng

Bng 3.1 Cu trc bng hi v thang o

STT

S bin
quan st

Khi nim

Thang o

Phn I: nh gi v cht lng dch v CSVC-TTB v s hi lng ca SV

1
Tnh trng CSVC-TTB
15
Likert 5 mc
2

Nng lc i ng GV

Likert 5 mc

Nng lc i ng NV

Likert 5 mc

Cng tc qun l ca Nh trng

Likert 5 mc

S hi lng ca SV

Likert 5 mc

nh danh

Phn II: c trng thu thp kin ca SV

Phn III: Thng tin v i tng kho st
1
Gii tnh
2

Ngnh hc

nh danh

Kha hc

nh danh & th bc

3.2.3. c im mu nghin cu
Theo s liu t Phng Cng tc sinh vin, tnh n thng 1/2011 s lng
sinh vin i hc h chnh qui ang hc nm th hai n th t l 8.276 sinh vin

56

(S liu t Phng Cng tc sinh vin, Trng HL). Kch thc mu c chn
l khong 800 sinh vin theo phng php phi xc sut da trn s lng sinh vin
phn theo cc tiu ch:
-

Ngnh hc: Ngnh KH-XH, KH-TN, KTCN, KT

Kha: nm th 2, nm th 3, nm th 4

Gii tnh: nam, n

Trn c s lch hc ca cc ngnh hc, kha hc c Nh trng b tr ti

thi im kho st, c s h tr ca cc ging vin, chng ti tin hnh pht
phiu kho st n sinh vin thuc i tng kho st ti lp hc. Do vic t
chc kho st ca chng ti c nhng thun li v c hi tip cn, gii thch lm
sng t cc vn trong bng hi i vi sinh vin. Kt qu pht 800 phiu, thu hi
796 phiu, trong qu trnh nhp liu, lm sch s liu c 38 phiu tr li khng hp
l. Cc phiu b loi do ngi tr li phiu kho st khng cung cp y thng
tin hoc thng tin b loi b do ngi c iu tra nh cng mt loi la chn
Do mu kho st chnh thc cn 758, c cu ca mu c trnh by trong bng
thng k m t mu nghin cu (Bng 3.2)
Bng 3.2 Thng k m t mu nghin cu
KHTN

Kha hc
SL

TL

KHXH
SL

TL

KTCN
SL

TL

KT
SL

TNG CNG

TL

SL

TL

Nm th 2

68

8,97%

56

7,38%

51

6,72%

69

9,10%

244

32,18%

Nm th 3

62

8,17%

70

9,23%

68

8,97%

68

8,97%

268

35,35%

Nm th 4

68

8,97%

67

8,83%

45

5,93%

66

8,70%

246

32,45%

Tng cng

198

26,12%

193

25,46%

164

21,63%

203

26,78%

758

100%

KT

TNG CNG

Gii tnh

KHTN

KHXH

KTCN

Nam

58

7,65%

56

7,38%

108

14,24%

59

7,78%

281

37,10%

140

18,46%

137

18,07%

56

7,38%

144

18,99%

477

62,90%

Tng cng

198

26,12%

193

25,46%

164

21,63%

203

26,78%

758

100%

57

Hnh 3.3 Biu m t mu theo Gii tnh

Nam
37.1

N
62.9

Hnh 3.4 Biu m t mu theo ngnh

hc
KHTN
KHXH

26.8

26.1

KTCN
KT

21.6

25.5

58

Hnh 3.5 Biu m t mu theo kha hc

Nm th hai

Nm th ba
32.2

32.5

Nm th t

35.4

Qua bng thng k m t mu nghin cu (Bng 3.2) c th nhn thy s

lng phiu kho st thu c sau khi iu tra v sng lc phn b tng i u
gia cc ngnh hc (KHTN: 198 SV, 26,12%; KHXH: 193 SV, 25,46%; KTCN:
164 SV, 21,63%; KT: 203 SV, 26,78%), v cc kha hc (nm th 2: 244 SV,
32,18%; nm th 3: 268 SV, 35,35%; nm th 4: 246 SV, 32,45%). Cng c th
nhn thy trong c cu mu kho st, s lng SV n tham gia (477 SV, 62,93%)
ng hn SV nam (281 SV, 37,07%).

3.3. Ni dung v kt qu nghin cu

Trong phn ny, cc bc nghin cu nh lng theo thit k nghin cu
(Hnh 3.2) s ln lc c trin khai thc hin. Trc tin vic m t kt qu kho
st s gii thiu tng quan v mc nh gi cng nh s hi lng ca SV i vi
CSVC-TTB ca Nh trng. Cc bc nh gi thang o, phn tch hi quy bi,
phn tch ANOVA s tip tc c tin hnh nhn din su sc bn cht ca vn
nghin cu v kim nh cc gi thuyt t ra.
3.3.1. Thng k m t kt qu kho st
Kt qu kho st c thng k trong bng (Ph lc 6), qua bng thng k kt
qu kho st, c th nhn thy SV thuc i tng kho st nh gi cha cao

59

CSVC-TTB ca Nh trng, gi tr bo co Mean ca cc bin quan st dao ng t

2,82 4,10, trong :
Cc bin quan st c SV nh gi kh cao gm: Cnh quan ca nh trng
to n tng p (Mean: 4,10); H thng thng tin, mng Internet, Website DLU
hu ch i vi SV (Mean: 3,73); GV c k nng s dng TTB h tr cho vic
ging dy, hng dn SV thc hnh (Mean: 3,73); GV s dng CSVC-TTB ph
hp vi mc tiu o to (Mean: 3,70); GV nhit tnh hng dn SV cc ti liu,
sch tham kho t hc, t nghin cu (Mean: 3,78); GV s dng CSVC-TTB
ph hp vi ni dung bi ging (Mean: 3,67); Nh trng c k hoch i mi,
nng cp h thng CSVC-TTB (Mean: 3,60). Cng qua kt qu thng k c th
thy SV nh gi kh cao i vi nhn t Nng lc i ng GV.

Cc bin quan st c SV nh gi di mc bnh thng gm: S p ng

ca Nh trng i vi cc yu cu v CSVC-TTB ca SV (Mean: 2,89); S sn
sng lng nghe ca NV i vi nhu cu ca SV (Mean: 2,86); Thi n cn,
nim n ca NV i vi SV (Mean: 2,96); H thng TTB hin i cc phng
hc, TN-TH (Mean: 2,82); S lng phng hc, phng TN-TH (Mean: 2,97).

i vi 04 bin quan st v s hi lng, bng thng k kt qu kho st cho thy

SV hi lng cha cao vi CSVC-TTB ca trng, gi tr bo co ca cc bin
dao ng t 3,04 3,38. iu cho thy kt qu nh gi cc nhn t cht
lng CSVC-TTB v s hi lng ca SV i vi CSVC-TTB ca trng c mi
tng quan hp l. nm bt chi tit kt qu nh gi ca SV theo tng nhn
t cht lng cng nh s hi lng v CSVC-TTB, t c th pht hin ra
nhng mt cn hn ch trong tng nhn t cht lng, chng ti tin hnh thng
k t l nh gi ca SV theo tng bin quan st ca cc nhn t.

60

3.3.1.1. Nhn t Nng lc i ng NV

Bng 3.3 Thng k m t cc bin quan st nhn t Nng lc i ng NV

Descriptive Statistics

Std.
N
c23.NV phc v CSVC-TTB c trch nhim i vi cng

Minimum Maximum Mean

Deviation

758

3.28

.965

c24.NV phc v CSVC-TTB c thi n cn, nim n i 758

2.96

.999

758

2.86

1.002

758

3.04

.956

758

3.35

.817

c28.NV phc v CSVC-TTB gii quyt kp thi cc yu cu 758

3.10

.962

vic

vi SV

c25..NV phc v CSVC-TTB sn sng lng nghe nhu cu

ca SV

c26.NV phc v CSVC-TTB nhit tnh hng dn, gip

SV

c27.NV phc v CSVC-TTB c trnh chuyn mn p

ng yu cu cng vic

v CSVC-TTB

Kt qu Bng 3.3 cho thy i vi nhn t Nng lc i ng NV, SV nh

gi cn thp i vi cc bin quan st: c24. NV phc v CSVC-TTB c thi n
cn, nim n i vi SV (Mean: 2,96); c25..NV phc v CSVC-TTB sn sng lng
nghe nhu cu ca SV (Mean: 2,86); Nhn chung kt qu bo co cho thy SV nh
gi cha cao i vi nhn t Nng lc i ng NV.

61

3.3.1.2. Nhn t Cng tc qun l ca Nh trng

Bng 3.4 Thng k m t cc bin quan st nhn t Cng tc qun l ca Nh trng

Descriptive Statistics

Std.
N
c29.Nh trng c k hoch i mi, nng cp h thng

Minimum Maximum Mean

Deviation

758

3.60

.950

c30.Nh trng c k hoch nh k bo tr, bo dng h 758

3.40

.978

758

3.35

.976

758

3.28

1.035

758

3.54

.948

c34.Nh trng hng dn y cho SV nhng quy nh 758

3.39

.958

758

3.20

.990

758

2.89

.985

CSVC-TTB

thng CSVC-TTB
c31.Nh trng thc hin tt cng tc v sinh, an ton i
vi h thng CSVC-TTB
c32.Nh trng thc hin tt cng tc bo v an ninh, trt
t ca nh trng
c33.Nh trng c bin php ci tin vn v sinh, cnh
quan, mi trng

v vic s dng CSVC-TTB

c35.Nh trng c cc gii php nhm nm bt nhu cu
ca sinh vin v CSVC-TTB
c36.Nh trng p ng kp thi cc yu cu ca sinh
vin v CSVC-TTB

Kt qu Bng 3.4 cho thy i vi nhn t Cng tc qun l ca Nh trng,

cc bin quan st c SV nh gi cha tht s cao, trong bin c36. Nh trng
p ng kp thi cc yu cu ca sinh vin v CSVC-TTB (Mean: 2,89) c nh
gi thp nht. Kt qu bo co cho thy SV nh gi cha cao i vi nhn t Cng
tc qun l ca Nh trng.

62

3.3.1.3. Nhn t Tnh trng CSVC-TTB

Bng 3.5 Thng k m t cc bin quan st nhn t Tnh trng CSVC-TTB
Descriptive Statistics
Std.
N

Minimum Maximum Mean

Deviation

c1.Cnh quan ca nh trng to n tng p

758

4.10

.902

c2.Quy hoch tng th ca nh trng thun tin cho hot

758

3.04

1.060

758

2.97

1.050

758

3.41

1.007

758

3.31

1.024

c6.Phng hc, phng TN, TH t iu kin v nh sng, 758

3.56

.943

ng dy v hc
c3.S lng phng hc, phng TN, TH m bo cho
cc hot ng dy v hc
c4.Phng hc, phng TN, TH, sn bi TDTT, VHVN c
din tch s dng ph hp
c5.Phng hc, phng TN, TH t yu cu v sinh, an ton

thng thong
c7. TTB ca cc phng hc, phng TN, TH y

758

3.17

1.022

c8 TTB ca cc phng hc, phng TN, TH hin i

758

2.82

.965

c9.KTX, sn bi TDTT, VHVN p ng c nhu cu ca

758

3.14

1.090

c10.KTX sn bi TDTT, VHVN t yu cu v sinh, an ton 758

3.03

.997

c11.Th vin p ng y sch bo, t liu tham kho

758

3.39

1.150

758

3.19

1.052

758

3.61

.965

758

3.73

.912

758

3.45

1.042

s lng ng SV

phc v hc tp v nghin cu
c12.Sch, bo ch, ti liu,... ca th vin thng xuyn
c cp nht
c13.H thng thng tin, Website DLU thng xuyn c
cp nht
c14.H thng thng tin, mng Internet, Website DLU hu
ch i vi SV
c15.H thng in, nc ca nh trng hot ng tt

Kt qu Bng 3.5 cho thy i vi nhn t Tnh trng CSVC-TTB, SV ch

nh gi cao i vi cc bin quan st c1 Cnh quan Nh trng to n tng p
(Mean: 4,10). Mt khc SV nh gi thp cc bin quan st: c3 S lng phng
hc, phng TN, TH m bo cho cc hot ng dy v hc (Mean: 2,97); c8 H
thng TTB ca cc phng hc, phng TN, TH hin i (Mean: 2,82). i vi cc
bin quan st khc SV nh gi cha cao.
3.3.1.4. Nhn t Nng lc i ng GV

63

Bng 3.6 Thng k m t cc bin quan st nhn t Nng lc i ng GV

Descriptive Statistics

Std.
N
c16.GV c k nng s dng TTB h tr cho vic ging

Minimum Maximum Mean

Deviation

758

3.73

.816

758

3.67

.836

c18.GV s dng CSVC-TTB ph hp vi mc tiu o to

758

3.70

.776

c19.GV nhit tnh hng dn SV s dng TTB trong qu

758

3.49

.967

758

3.36

.958

758

3.78

.876

c22.GV quan tm n nhu cu v CSVC-TTB phc v hot 758

3.30

.951

dy, hng dn SV thc hnh

c17.GV s dng CSVC-TTB ph hp vi ni dung bi
ging

trnh ging dy, thc hnh

c20.GV nhit tnh hng dn SV s dng CSVC-TTB
t hc, t nghin cu
c21.GV nhit tnh hng dn SV cc ti liu, sch tham
kho t hc, t nghin cu

ng dy v hc

Kt qu Bng 3.6 cho thy i vi nhn t Nng lc i ng GV, cc bin

quan st c16 GV c k nng s dng TTB h tr cho vic ging dy, hng dn SV
thc hnh (Mean: 3,73); c18. GV s dng CSVC-TTB ph hp vi mc tiu o to
(Mean: 3,70); c21. GV nhit tnh hng dn SV cc ti liu, sch tham kho t
hc, t nghin cu (Mean: 3,78) c SV nh gi cao hn cc bin quan st khc.
Kt qu bo co cng cho thy v tng quan SV nh gi tng i cao i vi
nhn t ny.

64

3.3.1.5. S hi lng ca SV
Bng 3.7 Thng k m t cc bin quan st S hi lng ca SV

Descriptive Statistics

Std.
N
c37.Bn hi lng vi tnh trng ca h thng CSVC-TTB

Minimum Maximum Mean

Deviation

758

3.11

.994

c38.Bn hi lng vi nng lc ca i ng GV

758

3.38

.913

c39.Bn hi lng vi nng lc ca i ng nhn vin

758

3.04

.955

c40.Bn hi lng vi cng tc qun l CSVC-TTB ca nh 758

3.24

.928

ca trng

CSVC-TTB

trng
Valid N (listwise)

758

Kt qu Bng 3.7 cho thy nhn chung SV hi lng cha cao i vi cht
lng CSVC-TTB ca Nh trng, s liu bo co cho thy mc nh gi i
vi tng nhn t cht lng cn thp, c th: (1) i vi S hi lng vi tnh trng
ca h thng CSVC-TTB ca trng (Mean: 3,11); (2) i vi S hi lng vi nng
lc ca i ng nhn vin phc v CSVC-TTB (Mean: 3,04); (3) i vi S hi
lng vi nng lc ca i ng GV (Mean: 3,38); (4) i vi S hi lng vi cng
tc qun l CSVC-TTB ca nh trng (Mean: 3,24).

65

3.3.2. nh gi thang o
3.3.2.1. Phn tch nhn t khm ph EFA (Exploratory Factor Analysis)
Theo m hnh nghin cu c 04 nhm nhn t vi 36 bin quan st nh
hng n s hi lng ca SV i vi CSVC-TTB. Sau khi kho st, dng phng
php phn tch nhn t khm ph EFA vi php quay Varimax phn tch 36 bin
quan st.
S dng phng php kim nh KMO (Kaiser-Meyer-Olkin) v Bartlett
o lng s tng thch ca mu kho st c bng kt qu 4.6
Bng 3.8 Kt qu kim nh KMO v Bartlett
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

Bartlett's Test of Sphericity

Approx. Chi-Square

.880

6185.330

Df

276

Sig.

.000

H s KMO l 0,880 (> 0,5) v sig = 0,000 < 0,05 nn gi thuyt HO trong
phn tch ny tng quan gia cc bin quan st bng 0 trong tng th s b
bc b, iu ny c ngha l cc bin quan st c tng quan vi nhau trong tng
th v phn tch nhn t EFA l thch hp [25].
Cc con s trong bng Rotated Component Matrix (Bng 3.11) th hin cc
trng s nhn t hay h s ti nhn t (factor loading) ln nht ca mi bin quan
st. phn tch nhn t EFA c xem l quan trng v c ngha thit thc, ch
gi li cc bin quan st c trng s nhn t > 0,5 [25], nh vy ta loi dn cc bin
quan st c trng s nhn t < 0,5 sau ln lt phn tch li theo quy trnh trn,
c cc kt qu ti bng 3.9

66

Bng 3.9 Bng tm tt cc h s khi phn tch nhn t

Bin quan st b
loi

H s
KMO

Sig

Phng
sai trch

S nhn t
phn tch
c

Ln

TS bin
phn tch

36

CD1, CD15

0.896

0.000

41.380

04

34

CD2

0.893

0.000

42.844

04

33

CD12, CD14, CD10

0.892

0.000

43.612

04

30

CD13, CD11

0.893

0.000

45.505

04

28

TE5, CD9

0.890

0.000

47.540

04

26

TE7

0.883

0.000

48.995

04

25

TE6

0.880

0.000

49.832

04

24

0.880

0.000

50.410

04

Sau khi loi nhng bin quan st c trng s nh hn 0,5, m hnh nghin
cu cn li 24 yu t thnh phn, trch thnh 04 nhm nhn t. Kt qu cui cng
khi phn tch nhn t EFA cho 24 bin quan st c tng hp v trnh by Bng
phn tch nhn t tng ng vi cc bin quan st (Bng 3.11). Cc gi tr
Eigenvalues u ln hn 1 v bin thin c gii thch tch lu l 50.410% cho
bit 04 nhm nhn t nu trn gii thch c 50.410% bin thin ca cc bin quan
st.
Bng 3.10 Bng phng sai trch khi phn tch nhn t
Total Variance Explained
Component

Extraction Sums of Squared

Rotation Sums of Squared

Loadings

Loadings

Initial Eigenvalues

Total

% of

Cumulative

Variance

Total

% of

Cumulative

Variance

Total

% of

Cumulative

Variance

6.528

27.200

27.200 6.528

27.200

27.200

3.602

15.010

15.010

2.264

9.434

36.634 2.264

9.434

36.634

3.534

14.725

29.735

1.677

6.988

43.622 1.677

6.988

43.622

2.502

10.424

40.159

1.629

6.788

50.410 1.629

6.788

50.410

2.460

10.251

50.410

67

1.148

4.783

55.193

.996

4.152

59.345

.931

3.877

63.222

.815

3.394

66.616

.761

3.173

69.789

10

.688

2.866

72.655

11

.663

2.764

75.418

12

.643

2.680

78.099

13

.619

2.581

80.680

14

.583

2.430

83.109

15

.539

2.245

85.354

16

.507

2.112

87.466

17

.485

2.019

89.485

18

.479

1.994

91.479

19

.416

1.735

93.214

20

.389

1.623

94.837

21

.370

1.541

96.378

22

.330

1.377

97.755

23

.284

1.181

98.936

24

.255

1.064

100.000

Extraction Method: Principal Component Analysis.

Bng 3.11 Bng phn tch nhn t tng ng vi cc bin quan st

Rotated Component Matrixa
Component
1
WR3.NV phc v CSVC-TTB sn sng lng nghe nhu cu ca SV

.819

WR2.NV phc v CSVC-TTB c thi n cn, nim n i vi SV

.815

WR4.NV phc v CSVC-TTB nhit tnh hng dn, gip SV

.765

WR1.NV phc v CSVC-TTB c thi nhit tnh i vi cng vic

.736

WR6.NV phc v CSVC-TTB gii quyt kp thi cc yu cu v CSVC-TTB

.611

WR5.NV phc v CSVC-TTB c chuyn mn p ng yu cu cng vic

.571

MG7.Nh trng c cc gii php nm bt nhu cu ca SV v CSVC-TTB

.689

MG2.Nh trng c k hoch nh k bo tr, bo dng CSVC-TTB

.675

MG8.Nh trng p ng kp thi cc yu cu ca sinh vin v CSVC-TTB

.663

MG5.Nh trng c bin php ci tin v v sinh, cnh quan, mi trng

.658

68

MG3.Nh trng thc hin tt vic v sinh, an ton vi h thng CSVC-TTB

.612

MG1.Nh trng c k hoch i mi, nng cp h thng CSVC-TTB

.602

MG6.Nh trng hng dn y cho SV quy nh v s dng CSVC-TTB

.596

MG4.Nh trng thc hin tt cng tc bo v an ninh, trt t

.589

CD7.H thng TTB ca cc phng hc, phng TN, TH y

.642

CD4.Phng hc, TN, TH, sn bi TDTT, VHVN c din tch s dng ph hp

.629

CD6.Phng hc, phng TN, TH t iu kin v nh sng, thng thong

.608

CD5.Phng hc, phng TN, TH t yu cu v sinh, an ton

.604

CD8.H thng TTB ca cc phng hc, phng TN, TH hin i

.567

CD3.S lng phng hc, TN,TH m bo cho cc hot ng dy v hc

.561

TE2.GV s dng CSVC-TTB ph hp vi ni dung bi ging

.822

TE3.GV s dng CSVC-TTB ph hp vi mc tiu o to

.813

TE1.GV c k nng s dng TTB h tr vic GD, hng dn SV TH

.764

TE4.GV nhit tnh hng dn SV s dng TTB trong qu trnh GD, TH

.501

Eigenvaluaes

6.528

2.264

1.677

1.629

Eigenvaluaes explained %

27.200

9.434

6.988

6.788

Cumulative explained %

27.200 36.634 43.622

50.410

Sau khi phn tch nhn t, cc nhn t c s thay i v s lng bin quan
st, theo Bng 3.7 c th nhn thy cc nhn t mi c sp xp trong bng sau:
Bng 3.12 Bng tm tt nhn t tng ng vi cc bin quan st
sau khi phn tch nhn t
Nhn t

Bin

F1. Nng lc i ng NV

WR1, WR2, WR3, WR4, WR5, WR6

F2. Cng tc qun l ca Nh trng

MG7, MG2, MG8, MG5, MG3, MG1,

MG6, MG4

F3. Tnh trng CSVC-TTB

CD3, CD4, CD5, CD6, CD7, CD8

F4. Nng lc i ng GV

TE1, TE2, TE3, TE4

Thang o cht lng CSVC-TTB Trng HL chnh thc

Theo Bng 3.12, c th nhn thy thang o cht lng CSVC-TTB ca Trng
HL chnh thc gm 04 thnh phn nhn t: (1) F1. Nng lc i ng NV, c 06

69

bin; (2) F2. Cng tc qun l ca Nh trng, c 08 bin; (3) F3. Tnh trng
CSVC-TTB, c 06 bin; (04) F4. Nng lc i ng GV, c 04 bin. (Ph lc 6)

3.3.2.2. H s Cronbachs Alpha

S dng Cronbachs Alpha tin hnh kim tra tin cy ca cc mc hi
trong bng hi thng qua cc h s sau:
H s Cronbachs Alpha: v cc khi nim trong nghin cu l tng i
mi nn thang o c chp nhn khi h s Cronbachs Alpha t t 0,6 tr ln.
H s tng quan gia cc mc hi v tng im: cc mc hi c chp
nhn khi h s ny phi t t 0,3 tr ln.[25]
Cronbachs Alpha nhn t F1: Nng lc i ng NV
Reliability Statistics
Cronbach's Alpha

N of Items

.858

6
Item-Total Statistics

WR3..NV phc v CSVC-TTB sn

Scale Mean

Scale

Corrected Item-

Cronbach's

if Item

Variance if

Total

Alpha if Item

Deleted

Item Deleted

Correlation

Deleted

15.73

12.749

.743

.815

15.63

12.929

.716

.821

15.55

13.397

.680

.828

15.31

13.443

.664

.831

15.49

14.150

.552

.851

15.23

15.060

.527

.854

sng lng nghe nhu cu ca SV

WR2.NV phc v CSVC-TTB c
thi n cn, nim n i vi SV
WR4.NV phc v CSVC-TTB nhit
tnh hng dn, gip SV
WR1.NV phc v CSVC-TTB c
trch nhim i vi cng vic
WR6.NV phc v CSVC-TTB gii
quyt kp thi cc yu cu v
CSVC-TTB
WR5.NV phc v CSVC-TTB c
trnh chuyn mn p ng yu
cu cng vic

70

Nhn xt: Kt qu cc h s tng quan bin tng ca cc bin o lng

thnh phn u t gi tr ln hn 0,3. Gi tr bo co nh nht l 0.815 (bin WR3)
v gi tr bo co cao nht l 0,854 (bin WR5). Nhn t nng lc ca i ng NV
c Cronbachs Alpha l 0,858.
Cronbachs Alpha nhn t F2: Cng tc qun l ca Nh trng
Reliability Statistics
Cronbach's Alpha

N of Items

.816

8
Item-Total Statistics
Corrected Cronbach's

MG7.Nh trng c cc gii php nhm

Item-Total

Alpha if

Scale Mean if

Scale Variance if

Correlatio

Item

Item Deleted

Item Deleted

Deleted

23.45

20.496

.588

.787

23.25

21.011

.533

.795

23.77

20.605

.578

.788

23.12

21.049

.552

.792

23.30

20.895

.549

.793

23.05

21.856

.449

.806

23.27

21.191

.526

.796

23.38

21.026

.490

.802

nm bt nhu cu ca sinh vin v

CSVC-TTB
MG2.Nh trng c k hoch nh k
bo tr, bo dng h thng CSVC-TTB
MG8.Nh trng p ng kp thi cc
yu cu ca sinh vin v CSVC-TTB
MG5.Nh trng c bin php ci tin
vn v sinh, cnh quan, mi trng
MG3.Nh trng thc hin tt cng tc
v sinh, an ton i vi h thng CSVCTTB
MG1.Nh trng c k hoch i mi,
nng cp h thng CSVC-TTB
MG6.Nh trng hng dn y
cho SV nhng quy nh v vic s dng
CSVC-TTB
MG4.Nh trng thc hin tt cng tc
bo v an ninh, trt t ca nh trng

Nhn xt: Kt qu cc h s tng quan bin tng ca cc bin o lng

thnh phn u t gi tr ln hn 0,3. Gi tr bo co nh nht l 0.787 (bin MG7)

71

v gi tr bo co cao nht l 0,806 (bin MG1). Nhn t Cng tc qun l ca Nh

trng c Cronbachs Alpha l 0,816.
Cronbachs Alpha nhn t F3: Tnh trng CSVC-TTB
Reliability Statistics
Cronbach's Alpha

N of Items

.697

6
Item-Total Statistics
Scale
Scale Mean if
Item Deleted

CD7.H thng TTB ca cc phng

Variance if

Corrected

Cronbach's

Item-Total Alpha if Item

Item Deleted Correlation

Deleted

16.07

10.259

.472

.643

15.84

10.700

.407

.664

15.69

10.919

.415

.662

15.93

10.541

.422

.659

16.42

10.726

.433

.656

16.27

10.453

.418

.661

hc, phng TN, TH y

CD4.Phng hc, phng TN, TH, sn
bi TDTT, VHVN c din tch s
dng ph hp
CD6.Phng hc, phng TN, TH t
iu kin v nh sng, thng
thong
CD5.Phng hc, phng TN, TH t
yu cu v sinh, an ton
CD8.H thng TTB ca cc phng
hc, phng TN, TH hin i
CD3.S lng phng hc, phng
TN, TH m bo cho cc hot
ng dy v hc

Nhn xt: Kt qu cc h s tng quan bin tng ca cc bin o lng

thnh phn u t gi tr ln hn 0,3. Gi tr bo co nh nht l 0,643 (bin CD7)
v gi tr bo co cao nht l 0,664 (bin CD4). Nhn t Tnh trng CSVC-TTB c
Cronbachs Alpha l 0,697.

72

 Cronbachs Alpha nhn t F4: Nng lc i ng GV

Reliability Statistics
Cronbach's Alpha

N of Items

.784

4
Item-Total Statistics
Scale

TE2.GV s dng CSVC-TTB ph

Corrected

Cronbach's

Scale Mean if

Variance if

Item-Total

Alpha if Item

Item Deleted

Item Deleted

Correlation

Deleted

10.92

4.058

.679

.686

10.89

4.293

.668

.697

10.86

4.340

.599

.728

11.11

4.295

.452

.713

hp vi ni dung bi ging
TE3.GV s dng CSVC-TTB ph
hp vi mc tiu o to
TE1.GV c k nng s dng TTB
h tr cho vic ging dy, hng
dn SV thc hnh
TE4.GV nhit tnh hng dn SV
s dng TTB trong qu trnh
ging dy, thc hnh

Nhn xt: Kt qu cc h s tng quan bin tng ca cc bin o lng

thnh phn u t gi tr ln hn 0,3. Gi tr bo co nh nht l 0,686 (bin TE2)
v gi tr bo co cao nht l 0,713 (bin TE4). Nhn t Nng lc ca i ng GV
c Cronbachs Alpha l 0,784.

73

 Cronbachs Alpha S hi lng ca SV

Reliability Statistics
Cronbach's Alpha

N of Items

.721

4
Item-Total Statistics

Scale Mean

Scale

Corrected

Cronbach's

if Item

Variance if

Item-Total

Alpha if Item

Deleted

Item Deleted

Correlation

Deleted

SA1.Bn hi lng vi tnh trng ca h

9.66

4.618

.521

.653

9.38

4.982

.494

.669

9.73

4.970

.457

.691

9.53

4.685

.569

.625

thng CSVC-TTB ca trng

SA2.Bn hi lng vi hiu qu s
dng TTB trong ging dy ca i ng
GV
SA3.Bn hi lng vi thi phc v
ca i ng nhn vin phc v CSVCTTB
SA4.Bn hi lng vi cng tc qun l
CSVC-TTB ca nh trng

Nhn xt: Kt qu cc h s tng quan bin tng ca cc bin o lng

thnh phn u t gi tr ln hn 0,3. Gi tr bo co nh nht l 0,625 (bin SA4)
v gi tr bo co cao nht l 0,691 (bin SA3). Nhn t Nng lc ca i ng GV
c Cronbachs Alpha l 0,721.
Thng qua kt qu tnh h s Cronbachs Alpha ta thy 04 thnh phn ca
thang o cht lng CSVC-TTB u c tin cy ln hn 0,6. Nh vy, thang o
thit k trong lun vn c ngha trong thng k v t h s tin cy cn thit. C
th: (1) Thnh phn Nng lc ca i ng NV c Cronbachs Alpha t gi tr
0,858; (2) Thnh phn Cng tc qun l ca Nh trng c Cronbachs Alpha t
gi tr 0,816; (3) Thnh phn Tnh trng CSVC-TTB c Cronbachs Alpha t gi
tr 0,697; (4) Thnh phn Nng lc ca i ng GV c Cronbachs Alpha t gi
tr 0,784. Thang o S hi lng c Cronbachs Alpha t gi tr 0,721. V vy, 04
thnh phn ca cht lng CSVC-TTB hi iu kin v c s dng trong
phn tch hi quy tuyn tnh bi.

74

3.3.3. Xy dng m hnh hi qui

Sau khi rt trch c cc nhn t t phn tch nhn t khm ph EFA, d
tm cc vi phm gi nh cn thit trong m hnh hi quy tuyn tnh bi nh kim
tra phn d chun ha, kim tra h s phng i phng sai VIF (Variance inflation
factor VIF). Nu cc gi nh khng b vi phm, m hnh hi quy tuyn tnh bi
c xy dng.
3.3.3.1. Phn tch hi quy
xc nh, o lng v nh gi mc nh hng ca cc nhn t n s
hi lng ca SV, chng ti s dng phng php hi quy tuyn tnh bi gia 04
nhn t nh hng thu c t phn phn tch nhn t khm ph trn bao gm:
(1) Nng lc ca i ng NV; (2) Cng tc qun l ca Nh trng; (3) Tnh trng
CSVC-TTB; (4) Nng lc ca i ng GV, vi bin ph thuc l s hi lng ca
SV i vi CSVC-TTB.
Theo kt qu hi quy Enter, ta thu c kt qu hi quy theo bng sau. Kt
qu ny cho gi tr R2 = 0,491; gi tr R2 cho bit rng cc bin c lp trong m
hnh c th gii thch c 49,10% s thay i ca bin ph thuc.

Model Summaryb
Model

.703a

R Square

Adjusted R Square

.494

.491

Std. Error of the

Estimate

.49888

Durbin-Watson

1.935

a. Predictors: (Constant), Nng lc i ng GV, Tnh trng CSVC-TTB, Cng tc qun l ca nh

trng, Nng lc i ng NV
b. Dependent Variable: S hi lng ca SV

kim nh ph hp ca m hnh hi quy tng th ta xem xt n gi tr F

t bng phn tch phng sai ANOVA, gi tr F = 183,897 gi tr sig = 0.000, bc
u cho thy m hnh hi quy tuyn tnh bi ph hp vi tp d liu v c th s
dng c.

75

ANOVAb
Model
1

Sum of Squares

df

Mean Square

Regression

183.073

45.768

Residual

187.407

753

.249

Total

370.479

757

Sig.

.000a

183.897

a. Predictors: (Constant), Nng lc i ng ging vin, Tnh trng CSVC-TTB, Cng tc qun l
ca nh trng, Nng lc i ng nhn vin
b. Dependent Variable: S hi lng ca SV

i lng thng k Durbin-Watson = 1.935 cho thy khng c s tng quan

gia cc phn d. iu ny c ngha l m hnh hi quy khng vi phm gi nh
v tnh c lp ca sai s
H s phng i phng sai (VIF) ca tng nhn t c gi tr nh hn 10
chng t m hnh hi quy khng vi phm hin tng a cng tuyn (cc bin c
lp c tng quan cht ch vi nhau)

Coefficients
Model

Unstandardized

Standardized

Coefficients

Coefficients

Correlations

Std.
B
1 (Constant)
Nng lc i

Error

Collinearity
Statistics

Zerot

Beta

Sig. order Partial Part Tolerance

VIF

-.069

.127

-.539 .590

.297

.030

.310 10.027 .000

.570

.343 .260

.705

1.418

.249

.032

.230

7.789 .000

.495

.273 .202

.772

1.296

.263

.033

.237

8.045 .000

.504

.281 .209

.771

1.296

ng nhn
vin
Cng tc
qun l ca
nh trng
Tnh trng
CSVC-TTB

76

Nng lc i

.183

.032

.173

5.690 .000

.486

.203 .147

.723

1.384

ng ging
vin
a. Dependent Variable: S hi lng ca SV

Biu tn s ca phn d chun ha (Hnh 3.6) cho thy phn phi ca phn
d xp x chun (Trung bnh = 0 v lch chun Std.Dev. = 0.997). Do c th
kt lun rng gi nh v phn phi chun ca phn d khng b vi phm.

Hnh 3.6 Biu tn s ca phn d chun ha

77

Hnh 3.7 Biu phn tn phn d v gi tr d on

ca m hnh hi quy tuyn tnh

Biu phn tn gia cc phn d v cc gi tr d on m m hnh hi quy

tuyn tnh (Hnh 4.2) cho ta thy cc cc gi tr phn d phn tn mt cch ngu
nhin trong mt vng xung quanh ng i qua tung 0 chng t rng gi nh
lin h tuyn tnh khng b vi phm.

78

3.3.3.2. Kt qu phn tch hi quy a bin

Kt qu hi quy Bng 3.13 cho thy c 04 nhn t thuc m hnh c mi lin
h tuyn tnh vi s hi lng ca SV vi mc ngha sig = 0.000 (< 0.05)

Bng 3.13 Kt qu hi quy a bin

Nhn t

H s cha chun H s
ha
chun ha
B

Sai s
chun

Sig.

Beta

Thng k cng
tuyn
chp
nhn

VIF

Hng s

-.069

.127

-.539

-.590

F1

.297

.030

.310 10.027

.000

.705

1.418

F2

.249

.032

.230

7.789

.000

.772

1.296

F3

.263

.033

.237

8.045

.000

.771

1.296

F4

.183

.032

.173

5.690

.000

.723

1.384

3.3.3.3. M hnh hi quy a bin

Cng theo Bng 3.13, cc bin c lp u c nh hng n s hi lng ca
SV i vi CSVC-TTB, tt c cc nhn t thuc m hnh u c ngha v c
tng quan thun chiu vi s hi lng ca SV, cc h s hi quy B u > 0. Theo
bng kt qu hi quy a bin (Bng 3.13), ta xc nh c phng trnh hi quy
bi nh sau:

S hi lng ca SV i vi CSVC-TTB
= 0.297 x F1 + 0.249 x F2 + 0.263 x F3 + 0.183 x F4 0.069
F1 : Nng lc ca i ng NV
F2 : Cng tc qun l ca Nh trng
F3 : Tnh trng CSVC-TTB
F4 : Nng lc ca i ng GV

79

3.3.3.4. Kim nh cc gi thuyt H1, H2, H3, H4

Qua kt qu gi tr hi qui chun (Standardized Coefficients Beta) cho ta bit
tm quan trng ca tng bin c lp i vi bin ph thuc. Gi tr Beta ti Bng
3.13 cho ta bit mc nh hng gia 04 bin c lp v bin ph thuc. C th :
Gi tr hi quy chun ca bin Nng lc i ng NV nh hng 31% n
s hi lng ca SV;
Gi tr hi quy chun ca bin Cng tc qun l ca Nh trng nh
hng 23% n s hi lng ca SV;
Gi tr hi quy chun ca bin Tnh trng CSVC-TTB nh hng 23,70%
n s hi lng ca SV;
Gi tr hi quy chun ca bin Nng lc i ng GV nh hng 17,30%
n s hi lng ca SV
Bng 3.14 Tng hp kt qu kim nh gi thuyt H1, H2, H3, H4

Gi thuyt

Kt qu
kim nh

H1: Tnh trng ca CSVC-TTB c mi tng quan thun vi s

Chp nhn

hi lng ca sinh vin.

H2: Nng lc ca i ng ging vin c mi tng quan thun

Chp nhn

vi s hi lng ca sinh vin i vi CSVC-TTB.

H3: Nng lc ca i ng nhn vin phc v c mi tng

Chp nhn

quan thun vi s hi lng ca sinh vin i vi CSVC-TTB.

H4: Nng lc qun l ca nh trng c mi tng quan thun

Chp nhn

vi s hi lng ca sinh vin i vi CSVC-TTB.

Tng hp kt qu kim nh m hnh hi qui vi 04 bin c lp v 01 bin

ph thuc. Qua bng trn (Bng 3.14) chng ta thy cc gi thuyt H1, H2, H3 v
H4 u c chp nhn, v khi tng nhng yu t ny s lm gia tng mc hi
lng ca sinh vin v CSVC-TTB, iu c ngha l khi cm nhn ca sinh vin

80

v cht lng CSVC-TTB tng ln th s hi lng cng tng theo.

T nhng phn tch trn ta c th kt lun m hnh l thuyt thch hp vi d
liu nghin cu v cc gi thuyt nghin cu c chp nhn (gi thuyt H1, H2,
H3 v H4). Kt qu kim nh m hnh l thuyt c minh ha qua hnh sau.

Hnh 3.8 Kt qu kim nh m hnh l thuyt

Nng lc
nhn vin
Cng tc
qun l

HSHQ: 0,297
H s Beta: 0,310

HSHQ: 0,249
H s Beta: 0,230

HSHQ: 0,263
H s Beta: 0,237

Tnh trng
CSVCTTB
Nng lc
Ging vin

S hi lng
ca SV

HSHQ: 0,183
H s Beta: 0,173

Qua hnh 3.8 cho ta thy c tm quan trng ca cc thnh phn ph thuc
vo gi tr tuyt i ca h s hi qui chun ha. Thnh phn no c gi tr tuyt
i cng ln th cng nh hng n mc hi lng cng nhiu. C th nhn thy
S hi lng ca SV i vi CSVC-TTB chu nh hng nhiu nht t thnh phn
Nng lc i ng NV (Beta = 0,310); th hai l thnh phn Tnh trng CSVCTTB (Beta = 0,237); th ba l thnh phn Cng tc qun l ca Nh trng (Beta
= 0,230) v thp nht l thnh phn Nng lc i ng GV (Beta = 0,173).

81

3.3.4. Phn tch phng sai (ANOVA):

S dng phn tch phng sai ANOVA tm ra s khc bit v kt qu
nh gi mc quan trng ca cc tiu ch gia cc nhm i tng kho st khc
nhau v c im c nhn.
Trong phn tch ny, h s cn quan tm l h s sig. Gi thuyt HO t ra l
khng c s khc bit v kt qu nh gi ca cc i tng v mc quan trng
ca cc yu t. Nu h s sig. 0,05 (vi mc ngha 95%) th bc b gi thuyt
HO, tc c s khc bit v kt qu nh gi ca cc i tng v mc quan trng
ca cc nhn t. Nu Sig > 0,05 th chp nhn gi thuyt HO. [11]
3.3.4.1. So snh s khc bit v kt qu nh gi cht lng CSVC-TTB ca
cc nhm i tng kho st theo yu t c im c nhn:
Trn c s kt qu phn tch phng sai ANOVA (Ph lc 11, 12, 13), c
th thng k cc mc ngha (h s Sig) khi so snh s khc bit v kt qu nh
gi cht lng CSVC-TTB ca cc nhm i tng kho st khc nhau theo yu t
c im c nhn trong bng sau:
Bng 3.15 H s sig. khi so snh s khc bit v kt qu nh gi
ca cc nhm i tng kho st khc nhau
theo yu t c im c nhn

Nhn t

Mc ngha (Sig.)
Gii tnh

Kha hc

Ngnh hc

F1

.332

.861

.000

F2

.809

.763

.035

F3

.518

.052

.025

F4

.056

.155

.033

82

 Kim nh gi thuyt H5: C s khc bit v nh gi cht lng theo GT.

Theo Bng 3.15, c th nhn thy i vi c im Gii tnh, mc ngha
sig trong nh gi 04 thnh phn cht lng u > 0,05, iu c th khng nh
rng phng sai s nh gi ca SV l khng khc nhau v gi thuyt HO khng b
bc b.
Bng 3.16 Thng k m t phn tch phng sai mt nhn t vi kim nh s
khc nhau v nh gi cht lng theo Gii tnh
Descriptives
95%
Confidence
Interval for
Std.

Mean

Deviatio

Std.

Lower

Error

Bound Bound Minimum Maximum

Mean

Upper

.74571 .04449 3.0287 3.2038

1.00

5.00

477

3.1163
3.0877

.71771 .03286 3.0231 3.1523

1.17

5.00

Total 758

3.0983

.72786 .02644 3.0464 3.1502

1.00

5.00

Cng tc qun l ca nh

Nam 281

.66560 .03971 3.3040 3.4603

1.13

5.00

trng

477

3.3821
3.3024

.63377 .02902 3.2454 3.3594

1.63

5.00

Total 758

3.3320

.64646 .02348 3.2859 3.3781

1.13

5.00

Nam 281

.64616 .03855 3.1869 3.3386

1.33

5.00

477

3.2628
3.1754

.62238 .02850 3.1194 3.2314

1.33

4.83

Total 758

3.2078

.63228 .02297 3.1627 3.2529

1.33

5.00

Nng lc i ng ging vin Nam 281

.74570 .04448 3.5530 3.7281

1.00

5.00

477

3.6406
3.6520

.61062 .02796 3.5971 3.7069

1.25

5.00

Total 758

3.6478

.66345 .02410 3.6005 3.6951

1.00

5.00

Nng lc i ng nhn vin

Nam 281
N

Tnh trng CSVC-TTB

Thng k m t trn (Descriptives Phn tch phng sai mt nhn t vi

kim nh s khc nhau v nh gi cht lng theo Gii tnh) cho thy mc
nh gi cc thnh phn trong cht lng CSVC-TTB l tng ng nhau gia SV
Nam v SV N. C th, i vi thnh phn Nng lc i ng NV nh gi mc
hi lng theo bo co i vi Nam l 3,1163, N l 3,0877; i vi thnh phn
Cng tc qun l ca Nh trng, nh gi mc hi lng theo bo co i vi
Nam l 3,3821, N l 3,3024; i vi thnh phn Tnh trng CSVC-TTB, nh gi

83

mc hi lng theo bo co i vi Nam l 3,2628, N l 3,1754; i vi thnh

phn Nng lc i ng GV, nh gi mc hi lng theo bo co i vi Nam l
3,6406, N l 3,6520. Kt lun kim nh: gi thuyt H5: C s khc bit v nh
gi cht lng theo Gii tnh b bc b
Kim nh gi thuyt H6: C s khc bit v nh gi cht lng theo KH.
Theo Bng 3.15, c th nhn thy i vi c im Kha hc, mc ngha
sig trong nh gi 04 thnh phn cht lng u > 0,05, iu c th khng nh
rng phng sai s nh gi ca SV l khng khc nhau v gi thuyt HO khng b
bc b.
Bng 3.17 Thng k m t phn tch phng sai mt nhn t vi kim nh s
khc nhau v nh gi cht lng theo Kha hc
Descriptives
95% Confidence
Interval for Mean
Std.

Std.

Lower

Upper

Deviation

Error

Bound

Bound

Mean

Minimum Maximum

.69045 .04420

3.0707

3.2449

1.00

5.00

.75051 .04584

2.9707

3.1512

1.00

5.00

.73813 .04706

2.9872

3.1726

1.00

5.00

Nm th 2

244

ng nhn vin Nm th 3

268

Nm th 4

246

3.1578
3.0609
3.0799

Total

758

3.0983

.72786 .02644

3.0464

3.1502

1.00

5.00

Cng tc

Nm th 2

244

.65972 .04223

3.2964

3.4628

1.13

5.00

qun l ca

Nm th 3

268

.63182 .03859

3.2221

3.3740

1.88

5.00

nh trng

Nm th 4

246

3.3796
3.2980
3.3216

.64879 .04137

3.2402

3.4031

1.63

5.00

Total

758

3.3320

.64646 .02348

3.2859

3.3781

1.13

5.00

Tnh trng

Nm th 2

244

3.0818

3.2570

1.33

5.00

Nm th 3

268

.60090 .03671

3.1367

3.2812

1.33

4.83

Nm th 4

246

3.1694
3.2090
3.2446

.69487 .04448

CSVC-TTB

.60000 .03825

3.1692

3.3199

1.67

4.50

Total

758

3.2078

.63228 .02297

3.1627

3.2529

1.33

5.00

Nng lc i

Nm th 2

244

3.5854

3.7404

1.25

5.00

Nm th 3

268

.71757 .04383

3.4921

3.6647

1.00

5.00

vin

Nm th 4

246

3.6629
3.5784
3.7083

.61476 .03936

ng ging

.64408 .04107

3.6274

3.7892

1.00

5.00

Total

758

3.6478

.66345 .02410

3.6005

3.6951

1.00

5.00

Nng lc i

84

Kt qu thng k m t trn (Descriptives Phn tch phng sai mt nhn

t vi kim nh s khc nhau v nh gi cht lng theo Kha hc) cho thy, i
vi thnh phn Nng lc i ng NV nh gi mc hi lng theo bo co i vi
SV nm th 2 l 3,1578, SV nm th 3 l 3,0609 v SV nm th 4 l 3,0799; i
vi thnh phn Cng tc qun l ca Nh trng, nh gi mc hi lng theo
bo co i vi SV nm th 2 l 3,3796, SV nm th 3 l 3,2980 v SV nm th 4
l 3,3216; i vi thnh phn Tnh trng CSVC-TTB, nh gi mc hi lng
theo bo co i vi SV nm th 2 l 3,1694, SV nm th 3 l 3,2090 v SV nm
th 4 l 3,2446; i vi thnh phn Nng lc i ng GV, nh gi mc hi lng
theo bo co i vi SV nm th 2 l 3,6629, SV nm th 3 l 3,5784 v SV nm
th 4 l 3,7083.
Kt lun kim nh: gi thuyt H6: C s khc bit v nh gi cht lng
theo Kha hc b bc b
Kim nh gi thuyt H7: C s khc bit v nh gi cht lng theo NH.
Theo Bng 3.15 c th nhn thy i vi c im Ngnh hc, mc ngha
sig trong nh gi 04 thnh phn cht lng (0,000; 0,035; 0,025 v 0,033) u <
0,05, iu c th khng nh rng phng sai s nh gi ca SV l khc nhau
v gi thuyt HO b bc b. Tin hnh phn tch su nhn din s khc bit gia
SV cc ngnh hc.
Bng 3.18 Kt qu phn tch su ANOVA theo Ngnh hc
Multiple Comparisons
Dunnett T3
Dependent

(I) Ngnh hc

(J) Ngnh hc

Variable

95% Confidence Interval

Mean

Lower

Differenc

Boun

e (I-J)
Nng lc i

Khoa hc t

Khoa hc x

ng nhn vin

nhin

hi
K thut cng

.23566

Std. Error Sig.

*

.11980

ngh

85

Upper Bound

.07854

.017

.0280

.4433

.07753

.544

-.0853

.3249

Kinh t
Khoa hc x hi Khoa hc t

.32111*

.06886

.000

.1390

.5032

-.23566*

.07854

.017

-.4433

-.0280

-.11586

.07920

.606

-.3254

.0936

.08545

.07074

.787

-.1017

.2726

-.11980

.07753

.544

-.3249

.0853

.11586

.07920

.606

-.0936

.3254

.20131*

.06962

.024

.0171

.3856

-.32111*

.06886

.000

-.5032

-.1390

-.08545

.07074

.787

-.2726

.1017

-.20131*

.06962

.024

-.3856

-.0171

nhin
K thut cng
ngh
Kinh t
K thut cng

Khoa hc t

ngh

nhin
Khoa hc x hi
Kinh t

Kinh t

Khoa hc t
nhin
Khoa hc x hi
K thut cng
ngh

Cng tc qun l Khoa hc t

Khoa hc x hi

.04559

.06783

.985

-.1338

.2250

ca nh trng

K thut cng

.01286

.06764 1.000

-.1661

.1918

nhin

ngh
Kinh t
Khoa hc x hi Khoa hc t

.16355*

.06133

.047

.0014

.3257

-.04559

.06783

.985

-.2250

.1338

-.03273

.07143

.998

-.2217

.1562

.11796

.06549

.362

-.0552

.2911

.06764 1.000

-.1918

.1661

nhin
K thut cng
ngh
Kinh t
K thut cng

Khoa hc t

ngh

nhin

Kinh t

-.01286

Khoa hc x hi

.03273

.07143

.998

-.1562

.2217

Kinh t

.15069

.06529

.123

-.0221

.3235

-.16355*

.06133

.047

-.3257

-.0014

Khoa hc x hi

-.11796

.06549

.362

-.2911

.0552

K thut cng

-.15069

.06529

.123

-.3235

.0221

.02411

.06576

.999

-.1498

.1980

.06908 1.000

-.1847

.1807

Khoa hc t
nhin

ngh
Tnh trng

Khoa hc t

Khoa hc x hi

CSVC-TTB

nhin

K thut cng

-.00198

ngh

86

.20860*

.06383

.007

.0398

.3774

-.02411

.06576

.999

-.1980

.1498

-.02609

.06544

.999

-.1992

.1471

.18450*

.05988

.013

.0262

.3428

.00198

.06908 1.000

-.1807

.1847

.02609

.06544

.999

-.1471

.1992

.21059*

.06351

.006

.0425

.3786

-.20860*

.06383

.007

-.3774

-.0398

Khoa hc x hi

-.18450*

.05988

.013

-.3428

-.0262

K thut cng

-.21059*

.06351

.006

-.3786

-.0425

.31691*

.06423

.000

.1470

.4868

.13572

.06754

.242

-.0431

.3145

.40930*

.05863

.000

.2543

.5643

-.31691*

.06423

.000

-.4868

-.1470

-.18119

.07466

.091

-.3787

.0163

.09239

.06671

.664

-.0840

.2688

-.13572

.06754

.242

-.3145

.0431

.18119

.07466

.091

-.0163

.3787

.27358*

.06990

.001

.0886

.4586

-.40930*

.05863

.000

-.5643

-.2543

-.09239

.06671

.664

-.2688

.0840

-.27358*

.06990

.001

-.4586

-.0886

Kinh t
Khoa hc x hi Khoa hc t
nhin
K thut cng
ngh
Kinh t
K thut cng

Khoa hc t

ngh

nhin
Khoa hc x hi
Kinh t

Kinh t

Khoa hc t
nhin

ngh
Nng lc i

Khoa hc t

Khoa hc x hi

ng ging vin

nhin

K thut cng
ngh
Kinh t

Khoa hc x hi Khoa hc t
nhin
K thut cng
ngh
Kinh t
K thut cng

Khoa hc t

ngh

nhin
Khoa hc x hi
Kinh t

Kinh t

Khoa hc t
nhin
Khoa hc x hi
K thut cng
ngh

*. The mean difference is significant at the 0.05 level.

87

Bng 3.19 Thng k m t nh gi cht lng cc nhn t theo Ngnh hc

Descriptives
95% Confidence
Interval for Mean

Mean

Std.

Std.

Lower

Upper

Deviation

Error

Bound

Bound

Minimum Maximum

3.2702

.76465

.05434

3.1630

3.3774

1.00

5.00

3.0345

.78779

.05671

2.9227

3.1464

1.17

5.00

164

3.1504

.70812

.05530

3.0412

3.2596

1.00

5.00

Kinh t

203

2.9491

.60265

.04230

2.8657

3.0325

1.00

4.83

Total

758

3.0983

.72786

.02644

3.0464

3.1502

1.00

5.00

Cng tc

Khoa hc 198

3.3902

.63508

.04513

3.3011

3.4792

1.88

5.00

qun l ca

t nhin

nh trng

Khoa hc 193

3.3446

.70350

.05064

3.2447

3.4444

1.63

5.00

164

3.3773

.64522

.05038

3.2778

3.4768

1.63

5.00

Kinh t

203

3.2266

.59174

.04153

3.1447

3.3085

1.13

5.00

Total

758

3.3320

.64646

.02348

3.2859

3.3781

1.13

5.00

Tnh trng

Khoa hc 198

3.2694

.69024

.04905

3.1726

3.3661

1.33

4.67

CSVC-TTB

t nhin

3.2453

.60835

.04379

3.1589

3.3316

1.67

5.00

164

3.2713

.62283

.04863

3.1753

3.3674

1.33

4.67

Kinh t

203

3.0608

.58198

.04085

2.9802

3.1413

1.33

4.50

Total

758

3.2078

.63228

.02297

3.1627

3.2529

1.33

5.00

Nng lc i

Khoa hc 198

ng nhn vin t nhin

Khoa hc 193
x hi
K thut
cng
ngh

x hi
K thut
cng
ngh

Khoa hc 193
x hi
K thut
cng
ngh

88

198

3.8674

.55512

.03945

3.7896

3.9452

2.00

5.00

193

3.5505

.70414

.05068

3.4505

3.6505

1.00

5.00

164

3.7317

.70197

.05481

3.6235

3.8399

1.00

5.00

Kinh t

203

3.4581

.61798

.04337

3.3726

3.5437

1.25

5.00

Total

758

3.6478

.66345

.02410

3.6005

3.6951

1.00

5.00

Nng lc i

Khoa hc

ng ging

t nhin

vin

Khoa hc
x hi
K thut
cng ngh

Theo Bng kt qu phn tch su ANOVA theo Ngnh hc (Bng 3.18), c

th nhn thy:
i vi thnh phn Nng lc i ng NV, c s khc bit trong nh gi ca
SV ngnh KHTN vi SV ngnh KHXH v ngnh KT, c th theo kt qu thng k
m t nh gi cht lng cc nhn t theo Ngnh hc (Bng 3.19), Mean nh gi
ca SV ngnh KHTN l 3,2702 cao hn so vi Mean ca SV ngnh KHXH l
3,0345 v Mean ca SV ngnh KT l 2,9491. C s khc bit trong nh gi ca
SV ngnh KTCN vi SV ngnh KT, c th Mean nh gi ca SV ngnh KTCN l
3,1504 cao Mean nh gi ca SV ngnh KT l 2,9491.
i vi thnh phn Cng tc qun l ca Nh trng, khng c s khc bit
r nt gia SV cc ngnh hc, tuy nhin c s khc bit gia SV ngnh KT v
ngnh KHTN, c th SV ngnh KHTN nh gi cao hn (Mean = 3,3902) SV
ngnh KT (Mean = 3,2266)
i vi thnh phn Tnh trng CSVC-TTB, c s khc bit gia SV ngnh
KT v cc ngnh khc, c th SV ngnh KT nh gi thp hn (Mean = 3,0608) SV
ngnh KHTN (Mean = 3,2694), ngnh KHXH (Mean = 3,2453) v ngnh KTCN
(Mean = 3,2713). Trong SV ngnh KTCN nh gi cao nht v SV ngnh KT
nh gi thp nht.
i vi thnh phn Nng lc i ng GV, c s khc bit gia SV cc ngnh
KHTN (Mean = 3,8674) vi SV ngnh KHXH (Mean = 3,5505) v SV ngnh KT
(Mean = 3,4581). Trong nh gi cao nht l SV ngnh KHTN v thp nht l

89

SV ngnh KT. Kt lun kim nh: gi thuyt H7: C s khc bit v nh gi

cht lng theo Ngnh hc c chp nhn.
Qu trnh thc hin kim nh cc gi thuyt H5, H6, H7 bng vic so snh
s khc bit v kt qu nh gi cht lng CSVC-TTB ca cc nhm i tng
kho st theo yu t c im c nhn cho kt qu trong bng tng kt sau:
Bng 3.20 Bng tng kt kt qu kim nh gi thuyt H5, H6, H7
Gi thuyt

Kt qu kim nh

H5: C s khc bit v nh gi cht lng theo Gii tnh

Bc b

H6: C s khc bit v nh gi cht lng theo Kha hc

Bc b

H7: C s khc bit v nh gi cht lng theo Ngnh hc.

Chp nhn

3.3.4.2. So snh s khc bit v s hi lng i vi CSVC-TTB ca cc

nhm i tng kho st theo yu t c im c nhn:
Trn c s kt qu phn tch phng sai ANOVA (Ph lc 14, 15, 16) c th
thng k cc mc ngha (h s Sig) khi so snh s khc bit v s hi lng ca SV
i vi CSVC-TTB ca cc nhm i tng kho st khc nhau theo yu t c
im c nhn trong bng sau:
Bng 3.21 H s sig. khi so snh s khc bit v s hi lng ca cc nhm i
tng kho st khc nhau theo yu t c im c nhn
Mc ngha (Sig.)

Nhn t
Gii tnh
F10

Kha hc

.109

.325

Ngnh hc
.000

Kim nh gi thuyt H8: C s khc bit v S hi lng theo Gii tnh.

Theo Bng 3.21, c th nhn thy i vi c im Gii tnh, mc ngha
Sig i vi S hi lng = 0,109 > 0,05, iu c th khng nh rng phng sai
s nh gi ca SV l khng khc nhau v gi thuyt HO khng b bc b.

90

Descriptives
S hi lng ca SV
95% Confidence Interval
for Mean
Std.
N

Mean

Std. Error

Deviation

Lower

Upper

Bound

Bound

Minimum

Maximum

Nam

281

3.2447

.74250

.04429

3.1575

3.3319

1.00

5.00

477

3.1604

.67185

.03076

3.0999

3.2208

1.00

5.00

Total

758

3.1916

.69957

.02541

3.1417

3.2415

1.00

5.00

Thng k m t trn (Descriptives Phn tch phng sai mt nhn t vi

kim nh s khc nhau v s hi lng theo Gii tnh) cho thy s hi lng l tng
ng nhau gia SV Nam (Mean = 3,2447) v SV N (Mean = 3,1604).
Kt lun kim nh: gi thuyt H8: C s khc bit v S hi lng theo
Gii tnh b bc b
Kim nh gi thuyt H9: C s khc bit v S hi lng theo Kha hc.
Theo Bng 3.21, c th nhn thy i vi c im Kha hc, mc ngha
Sig i vi S hi lng = 0,325 > 0,05, iu c th khng nh rng phng sai
s nh gi ca SV l khng khc nhau v gi thuyt HO khng b bc b.
Descriptives
S hi lng ca SV
95% Confidence Interval for

N
Nm th

Mean

Std.

Std.

Deviation

Error

Mean
Lower Bound

Upper Bound

Minimum Maximum

244 3.2111

.67130

.04298

3.1264

3.2957

1.00

5.00

268 3.1409

.72119

.04405

3.0541

3.2276

1.00

5.00

Nm th t 246 3.2276

.70277

.04481

3.1394

3.3159

1.00

5.00

Total

.69957

.02541

3.1417

3.2415

1.00

5.00

hai
Nm th
ba

758 3.1916

91

Thng k m t trn (Descriptives Phn tch phng sai mt nhn t vi

kim nh s khc nhau v s hi lng theo Kha hc) cho thy s hi lng l tng
ng nhau gia SV nm th 2 (Mean = 3,2111) SV nm th 3 (Mean = 3,1409) v
SV nm th 4 (Mean = 3,2276).
Kt lun kim nh: gi thuyt H9: C s khc bit v S hi lng theo
Kha hc b bc b
Kim nh gi thuyt H10: C s khc bit v s hi lng theo Ngnh hc.
Theo Bng 3.21, c th nhn thy i vi c im Ngnh hc, mc ngha
sig i vi S hi lng = 0,000 < 0,05, iu c th khng nh rng phng sai
s nh gi ca SV l khc nhau v gi thuyt HO b bc b. Tin hnh phn tch
su nhn din s khc bit v s hi lng gia SV cc ngnh hc.
Bng 3.22 Kt qu phn tch su ANOVA s hi lng theo Ngnh hc
Multiple Comparisons

(I) Ngnh hc

(J) Ngnh hc

95% Confidence Interval

Mean Difference
(I-J)

Khoa hc t nhin

dimensi on3

Kinh t

Khoa hc x hi

dimensi on3

Kinh t

K thut cng ngh

dimensi on3

Kinh t

Upper
Std. Error

.24693

Sig.

Lower Bound

Bound

.06905

.001

.0841

.4097

.13100

.06950

.150

-.0329

.2949

.30247*

.07258

.000

.1313

.4736

Bng 3.23 Kt qu m t phn tch Anova S hi lng ca SV theo Ngnh hc

95% Confidence
Interval for Mean

Mean

Std.

Std.

Lower

Upper

Deviation

Error

Bound

Bound

Minimum

Maximum

Khoa hc t nhin

198 3.2753

.65541 .04658

3.1834

3.3671

1.00

4.75

Khoa hc x hi

193 3.1593

.74096 .05334

3.0541

3.2645

1.00

5.00

K thut cng ngh

164 3.3308

.71086 .05551

3.2212

3.4404

1.25

5.00

Kinh t

203 3.0283

.65966 .04630

2.9370

3.1196

1.00

4.75

Total

758 3.1916

.69957 .02541

3.1417

3.2415

1.00

5.00

92

Theo Bng 3.23, c th nhn thy: i vi thnh phn S hi lng ca SV, c

s khc bit gia SV ngnh KT vi SV ngnh KHTN v ngnh KTCN, c th SV
ngnh KT (Mean = 3,0263) hi lng thp hn SV ngnh KHTN (Mean = 3,2753) v
SV ngnh KTCN (Mean = 3,3308). Cng theo bng kt qu m t phn tch Anova
S hi lng ca SV theo Ngnh hc, c th nhn thy s hi lng ca SV i vi
CSVC-TTB c sp xp theo th t t cao xung thp l: (1) Ngnh KTCN
(Mean = 3,3308), (2) Ngnh KHTN (Mean = 3,2753), (3) Ngnh KHXH (Mean =
3,1593), (4) Ngnh KT (Mean = 3,0283)
Kt lun kim nh: gi thuyt H10: C s khc bit v nh gi cht
lng theo Ngnh hc c chp nhn.
Qu trnh thc hin kim nh cc gi thuyt H8, H9, H10 bng vic so snh
s khc bit v s hi lng ca SV thuc cc nhm i tng kho st theo yu t
c im c nhn cho kt qu trong bng tng kt sau:
Bng 3.24 Bng tng kt kt qu kim nh gi thuyt H8, H9, H10
Gi thuyt

Kt qu kim nh

H8: C s khc bit v s hi lng ca SV theo Gii tnh.

Bc b

H9: C s khc bit v s hi lng ca SV theo Kha hc

Bc b

H10: C s khc bit v s hi lng ca SV theo Ngnh hc.

Chp nhn

Kt lun
Tun th phng php tip cn nghin cu v thit k nghin cu c
ra, trong chng ny, phng php, ni dung v kt qu nghin cu nh lng
ln lc c trnh by. Trn c s kt qu kho st bng bng hi, tin hnh phn
tch nhn t khm ph EFA thu gn bng hi, xc nh cc nhn t s dng cho
cc bc tip theo. Sau bc ny, s lng bin quan st c thu gn cn 24 bin

93

thuc 04 nhn t thnh phn cht lng (Bng 3.12). Trong : (1) Nhn t Nng
lc i ng NV c 06 bin quan st; (2) Nhn t Cng tc qun l ca Nh trng
c 08 bin quan st; (3) Nhn t Tnh trng CSVC-TTB c 06 bin quan st; (4)
Nhn t Nng lc i ng GV c 04 bin quan st.
Tip tc tin hnh phn tch Cronbachs Alpha tng nhn t nh gi tin
cy ca thang o, bng hi kho st, kt qu phn tch Cronbachs Alpha ta thy 04
thnh phn ca thang o cht lng CSVC-TTB u c tin cy ln hn 0,6. Nh
vy, thang o thit k trong lun vn c ngha trong thng k v t h s tin cy
cn thit. C th: (1) Thnh phn Nng lc ca i ng NV c Cronbachs Alpha
t gi tr 0,858; (2) Thnh phn Cng tc qun l ca Nh trng c Cronbachs
Alpha t gi tr 0,816; (3) Thnh phn Tnh trng CSVC-TTB c Cronbachs
Alpha t gi tr 0,697; (4) Thnh phn Nng lc ca i ng GV c Cronbachs
Alpha t gi tr 0,784. Thang o S hi lng c Cronbachs Alpha t gi tr
0,721. V vy, 04 thnh phn ca cht lng CSVC-TTB hi iu kin v c
s dng trong phn tch hi quy a bin. Kt qu hi quy (Bng 3.13) cho thy c
04 nhn t thuc m hnh c mi lin h tuyn tnh vi s hi lng ca SV vi mc
ngha sig = 0.000 (< 0.05). T kt qu phn tch hi quy cho thy s hi lng ny
ph thuc vo 04 nhn t theo mc nh hng th t tng dn nh sau: Nng
lc i ng GV (Beta = 0.173); Cng tc qun l ca Nh trng (Beta = 0.230);
Tnh trng CSVC-TTB (Beta = 0.237), cui cng l Nng lc i ng NV (Beta
= 0.310). Vi kt qu cc gi thuyt H1, H2, H3, H4 ca m hnh l thuyt c
kim nghim v chp nhn. T phng trnh hi quy bi th hin mc nh
hng ca cc nhn t i vi s hi lng ca SV c thit lp:
S hi lng ca SV = 0,297 x Nng lc i ng NV + 0,249 x Cng tc qun
l ca Nh trng + 0,263 x Tnh trng CSVC-TTB + 0,183 x Nng lc i ng
GV + 0,069.
S dng phng php ANOVA kim nh mt s gi thuyt so snh s
khc bit trong nh gi cht lng v s hi lng ca SV i vi CSVC-TTB ca
Nh trng, kt qu phn tch cho thy c s khc bit v nh gi cht lng

94

CSVC-TTB theo Ngnh hc nhng khng c s khc bit v nh gi cht lng

CSVC-TTB theo Gii tnh v Kha hc, v th gi thuyt H7 c chp nhn v
cc gi thuyt H5 v H6 b bc b. Kt qu phn tch cng cho thy c s khc bit
v s hi lng ca SV theo Ngnh hc nhng khng c s khc bit v s hi lng
ca SV theo Gii tnh v Kha hc, v th gi thuyt H10 c chp nhn v cc
gi thuyt H8 v H9 b bc b.

95

KT LUN V KHUYN NGH

Trn c s mc ch v phng php tip cn CSVC-TTB l mt loi hnh
dch v ca Nh trng cung cp cho SV, ti nghin cu Cc yu t nh
hng n s hi lng ca sinh vin i vi c s vt cht, trang thit b ti
Trng i hc Lt. c trin khai thc hin, kt qu nghin cu cho
php rt ra mt s kt lun nh sau:
S hi lng ca SV i vi CSVC-TTB ti Trng i hc Lt chu nh
hng bi cc yu t: (1) Nng lc i ng NV; (2) Cng tc qun l ca Nh
trng; (3) Tnh trng CSVC-TTB; (4) Nng lc i ng GV. Mc nh hng
ca cc yu t c biu din theo phng trnh hi quy bi sau:
S hi lng ca SV = 0,297 x Nng lc i ng NV + 0,249 x Cng tc qun
l ca Nh trng + 0,263 x Tnh trng CSVC-TTB + 0,183 x Nng lc i ng
GV + 0,069
Thng k m t kt qu kho st cho thy sinh vin hi lng cha cao i vi
CSVC-TTB ca Nh trng (gi tr bo co Mean ca cc bin quan st dao ng
t 2,82 4,10). Trong nhn t Nng lc i ng GV c SV nh gi cao hn
nhng nhn t khc, nhn t Nng lc i ng NV c SV nh gi thp nht.
Kt qu nghin cu cng cho thy c s khc bit v nh gi cht lng
CSVC-TTB theo Ngnh hc nhng khng c s khc bit v nh gi cht lng
CSVC-TTB theo Gii tnh v Kha hc. V s hi lng ca SV i vi CSVC-TTB
ca trng kt qu nghin cu cng cho thy c s khc bit v s hi lng ca SV
theo Ngnh hc nhng khng c s khc bit v s hi lng ca SV theo Gii tnh
v Kha hc.

c c cc kt qu nh trn, chng ti vn dng cc c s l thuyt

trong qun tr cht lng hin i, vn tch hp cht lng v ngun lc ca t
chc, y l nhng c s nn tng cho qu trnh pht huy ngun lc, duy tr cng
cuc pht trin cht lng ca cc t chc ni chung v cc c s gio dc i hc

96

ni ring. Bn cnh , bng vic thc hin ng phng php, quy trnh nghin
cu, tc gi hon thnh mc ch nghin cu ra.
Vi nhng kt qu t c, nghin cu pht tho c bc tranh tng
quan v s hi lng ca SV i vi cht lng CSVC-TTB ca Trng i hc
Lt, cng nh xc nh c nhng yu t ch yu nh hng n s hi lng ca
SV. T gip Nh trng c nhng gii php c tnh h thng nhm nng cao
cht lng o to, thc hin mc tiu v nhim v ra. Tuy nhin, do nhng
nguyn nhn ch quan v khch quan, nghin cu chc hn vn cn nhng hn ch:
Hn ch trong phng php chn mu nghin cu: vic chn mu phi xc
sut s lm gim tnh i din ca kt qu nghin cu, cng nh cc s liu thng
k ca nghin cu cha hon ton tin cy. C th nhn thy SV ca cc khoa
khc nhau trong cng mt ngnh cng c nhng c th khc nhau v chng trnh
o to, mn hc, phng php hc tp, iu s dn n nhng khc nhau trong
nhu cu i vi iu kin CSVC-TTB
Hn ch i vi phm vi nghin cu: Nghin cu ch c tin hnh ti
Trng i hc Lt, l mt trng i hc ng trn a bn Ty Nguyn vi
nhng nt c th v vn ha, kinh t, x hi,khc vi nhng trng i hc
khc, do nhu cu ca SV i vi cc iu kin CSVC-TTB hc tp, rn luyn
khng th khng c khc bit. V th kt qu nghin cu cha tnh i din c
th p dng cho cc mi trng o to i hc khc.
Hn ch v phng php nghin cu: Theo kin cc chuyn gia v cht
lng dch v, cht lng dch v l mt phm tr rng ln, lin quan n nhiu
lnh vc trong i sng x hi. Mt khc cc biu hin ca cc thnh phn cu
thnh cht lng dch v lun bin ng theo khng gian, thi gian, V th, o
lng cht lng dch v trn c s s hi lng ca khch hng, cc nh cung ng
dch v cn thc hin thng xuyn, nh k vic kho st kin khch hng c
c nhng kt lun ph hp, chnh xc cho vic a ra nhng chin lc pht
trin sn phm ca mnh. Vi ngha , c th nhn nh cc yu t nh hng
n s hi lng ca SV i vi CSVC-TTB s thay i theo tng giai on khc

97

nhau trong k hoch chin lc ca Nh trng, kt qu ca nghin cu ny c th

ch c ngha ti thi im nghin cu. Nh kin ca cc chuyn gia, Nh trng
cn trin khai nh k v c nhng iu chnh hp l trong m hnh, thang o cho
tng giai on khc nhau.
Cng i vi phng php nghin cu, m hnh l thuyt ca nghin cu
c xy dng trn c s cc m hnh o lng cht lng cc dch v khc v th
m hnh nghin cu khng th trnh khi s thiu st cc kin tham kho t SV
trong vic xy dng m hnh, thang o. Bc tho lun nhm trong nghin cu ch
nhm mc ch iu chnh bng hi, thang o sau khi xy dng xong m hnh
nghin cu.
Khuyn ngh mt s gii php nng cao s hi lng ca SV i vi CSVCTTB ca Trng i hc Lt
Trn c s (1) mc tiu nng cao cht lng CSVC-TTB l mt trong nhng
nhim v trong cng tc m bo cht lng bn trong ca Trng i hc Lt;
(2) Kt qu nghin cu c tng kt trong phn kt lun; (3) Thng k kt qu
kin ngh ca SV trong phn 2 bng hi kho st (Ph lc 18), chng ti xut
mt s gii php sau:
i vi cng tc qun l ca Nh trng
1. Nng cao nhn thc v l lun v thc tin v cng tc qun l CSVC-TTB cho
cn b qun l, ging vin, nhn vin phc v v ton th sinh vin thng qua
cc Hi ngh trin khai k hoch hot ng ca Nh trng, Hi ngh sinh vin,
thng bo trn Website DLU, Nh trng cng cn ban hnh ni quy, hng
dn s dng, cc bin php x l vi phm v CSVC-TTB trong ton trng.
Thc t cho thy cng tc qun l CSVC-TTB khng phi ch l trch nhim
ca b phn qun l m l trch nhim ca tt c cc i tng c tham gia trc
tip v gin tip vo cc hot ng Dy Hc ca Nh trng.
2. Nhm p ng yu cu v cht lng o to ngy cng khc nghit, nhu cu
ngy cng cao v kin thc, k nng lm vic ca th trng lao ng i vi

98

sinh vin tt nghip, bn cnh vic thc hin cc quy nh, ch trng chung
ca Ngnh, cn xy dng k hoch v CSVC-TTB mt cch linh hot, c tnh
d bo trn c s nh k t chc thu thp kin gp ca cn b, ging vin
v sinh vin.
3. T chc bi dng, nng cao k nng s dng hiu qu CSVC-TTB cho ging
vin, nhn vin phc v v sinh vin. C th nhn thy, nng cao cht lng
dch v CSVC-TTB ca Nh trng, bn cnh cc hot ng i mi, nng cp,
bo tr, bo dng trong cng tc qun l, vn s dng hiu qu CSVC-TTB
trong qu trnh Dy Hc c mt vai tr v cng quan trng gip Nh trng
hon thnh s mng, mc tiu ra.
4. Tng cng i ng nhn vin nhm p ng cng tc gim st, kim tra thng
xuyn tnh trng hot ng ca h thng CSVC-TTB c nhng iu chnh
hp l trong k hoch i mi, nng cp, bo tr, bo dng CSVC-TTB ca
Nh trng.
5. Tip tc iu chnh, cp nht thang o cht lng dch v CSVC-TTB v nh
k t chc kho st kin sinh vin nhm c nhng gii php hiu qu nht cho
qu trnh ci tin cht lng CSVC-TTB, gp phn thc hin tt cng tc m
bo cht lng bn trong ca Nh trng.
i vi CSVC-TTB
1. Tng cng cng tc v sinh ti cc khu vc nh v sinh ca cc ging ng,
phng hc, khu sinh hot vn ha, vn ngh, th dc th thao.
2. Tng cng cng tc an ninh, an ton cc khu vc ca Nh trng vo bui ti.
3. Thng xuyn kim tra, kp thi sa cha h thng n chiu sng ca h thng
cc phng hc, ging ng. B sung n chiu sng ti cc khu vc th vin,
khu sinh hot vn ha, vn ngh.
4. i mi, nng cp h thng mng Internet, my chiu, my vi tnh ca h thng
cc ging ng, phng hc v cc phng thc hnh my tnh. Lp t mng
Internet cho khu vc KTX sinh vin. Tng cng TTB hin i cho cc phng
th nghim chuyn ngnh.

99

5. B sung cc iu kin phc v hot ng vn ha, vn ngh, th dc th thao ti

khu vc KTX sinh vin. Xy dng thm nh gi xe pha cng sau ca Nh
trng.
6. Th vin cn tng cng cp nht sch, bo, ti liu phc v nhu cu hc tp,
nghin cu khoa hc ca sinh vin. Tng thi gian hot ng ca th vin nhm
p ng nhu cu hc tp, nghin cu ca sinh vin.
i vi i ng Ging vin
1. Nng cao nhn thc t cp nht kin thc, rn luyn k nng s dng hiu qu
CSVC-TTB trong qu trnh ging dy, nghin cu khoa hc.
2. Nghin cu vn dng cc phng php ging dy hng nghip cho sinh vin
trn c s pht huy ti a hiu sut ca h thng CSVC-TTB.
3. Nghin cu, gp cho Nh trng nhng tng, gii php nhm ci tin cng
tc qun l, nng cao cht lng dch v CSVC-TTB.
4. Phi hp vi b phn phc v CSVC-TTB kp thi gii quyt cc s c k
thut, sa cha, bo tr bo dng CSVC-TTB.
5. Tng cng hng dn cho sinh vin s dng CSVC-TTB t hc, t rn
luyn, nng cao nhn thc ngh nghip.
6. Hng dn, nhc nh sinh vin thc hin ng ni quy s dng, cng tc bo
qun CSVC-TTB do Nh trng quy nh.
i vi i ng Nhn vin
1. Nng cao nhn thc t cp nht kin thc, rn luyn k nng phc v hiu qu
CSVC-TTB.
2. Nghin cu, gp cho Nh trng nhng tng, gii php nhm ci tin cng
tc qun l, nng cao cht lng dch v CSVC-TTB
3. Phi hp vi i ng ging vin chun b y cc iu kin CSVC-TTB
phc v ging dy v kp thi gii quyt cc s c k thut, sa cha, bo tr
bo dng CSVC-TTB.

100

4. Nhit tnh, to iu kin thun li cho sinh vin s dng CSVC-TTB phc v
hot ng hc tp, rn luyn, sinh hot vn ha, vn ngh, th dc th thao
5. Hng dn, nhc nh sinh vin thc hin ng ni quy s dng, cng tc bo
qun CSVC-TTB do Nh trng quy nh.

101

TI LIU THAM KHO

TI LIU VIT NAM
1. B Gio dc v o to (2007), Quyt nh s 65/2007/Q-BGDT ca B
trng B GD&T v vic Ban hnh Quy nh v tiu chun nh gi cht
lng trng i hc.
2. B Gio dc v o to (2008), Hng dn s dng tiu ch nh gi cht
lng trng i hc.
3. B Gio dc v o to (2006), Bo co nh gi ngoi Trng i hc
Lt.
4. i hc Lt (2008), K yu 50 nm thnh lp Trng i hc Lt,
1958 2008.
5. D n Gio dc i hc B Gio dc v o to (2000), Ti liu Hi tho:
Gio dc i hc v nhng thch thc u th k 21.
6. on Gia Dng (2008), Bn v tch hp chin lc Ngun nhn lc vi
chin lc Cng ty, i hc kinh t, i hc Nng
7. V Cao m (2005), Nghin cu khoa hc - Phng php lun v thc tin.
NXB Chnh tr Quc gia.
8. TS. Nguyn Cng Khanh (2004), nh gi v o lng trong khoa hc v
x hi, NXB Chnh tr Quc gia.
9. L Vn Ho (2009), Chu trnh pht trin gi tr, mt cng c thc hin m
bo cht lng bn trong cho Trng i hc, Ti liu Hi tho nng cao
nng lc qun l, i hc Nha Trang
10. Bi Nguyn Hng & Nguyn Thy Qunh Loan (2010), Qun L Cht
Lng, NXB HQG TP.HCM.
11. H c Hng, (2004), Gio trnh Qun tr cht lng, i hc Kinh t. TP.
HCM
12. 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, S

102

2 (19) - 2007, Tp ch Khoa hc v Cng ngh, i hc Nng.

13. Nguyn Thy Qunh Loan v Nguyn Th Thanh Thon (2005), nh gi
cht lng o to t gc cu sinh vin ca trng H Bch Khoa
TPHCM, K yu hi tho m bo cht lng trong i mi gio dc i
hc, trang 305-319.
14. Nguyn Thnh Long (2006), S dng thang o SERVPERF nh gi cht
lng o to H ti trng HAG, Bo co nghin cu khoa hc, trng
H An Giang.
15. Nguyn Phng Nga v Bi Kin Trung (2005), Sinh vin nh gi hiu qu
ging dy. Gio dc i hc cht lng v nh gi. NXB i hc Quc gia
H Ni nm 2005.
16. Phan Vn Ngc (2004), Cc bin php qun l C s vt cht Thit b dy
hc cc Trung tm K thut hng nghip trn a bn Tnh Tha Thin
Hu, Trng i hc S phm i hc Hu.
17. Nguyn nh Phan (2005), Qun l cht lng trong cc t chc, NXB Lao
ng X hi, H Ni
18. Trn Don Qui, Nhm cng s (1990), Xy dng v s dng ti u c s
vt cht-k thut gio dc trong cc loi hnh trng hc, ti nghin cu
khoa hc, Vin Khoa hc Gio dc.
19. Phm Vn Quyt, TS. Nguyn Qu Thanh (2001), Phng php nghin cu
x hi hc, NXB HQG H Ni.
20. V Trng R (2004), Qun l CSVC-TBDH nh trng ph thng, Gio
trnh dng cho hc vin cao hc QLGD.
21. Chu Vn Thi (2008), Mt s kinh nghim xy dng c s vt cht Trng
hc, Nghin cu sng kin kinh nghim, Trng THCS Tin Lc, Lng
Giang, Bc Giang
22. Hong Minh Thao H Th Truyn (2003), Qun l gio dc tiu hc, NXB
Gio dc, H Ni. Nguyn nh Th & Nguyn Th Mai Trang (2007),
Nghin cu th trng, NXB HQG Thnh ph H Ch Minh.

103

23. Nguyn nh Th & Nguyn Th Mai Trang. (2003). Nguyn l Marketing.

NXB HQG TP.HCM
24. Hong Trng Chu Nguyn Mng Ngc (2008), Phn tch d liu nghin
cu vi SPSS, NXB Hng c
25. Trung tm m bo cht lng o to v nghin cu pht trin gio dc,
HQG H Ni (2005), Gio dc i hc, cht lng v nh gi, NXB
HQG H Ni.
26. T in Ting Vit (2004), NXB Nng, tr256
27. T in Wikipedia

TI LIU NC NGOI
28. Armand V, Feigenbaum Donald S, Feigenbaum, Dch gi: Hong Sn
Thanh Ly (2009), Sc mnh ca s i mi trong qun l, NXB Tng hp
TP.HCM
29. Chua, C. (2004), Perception of quality in higher education. AUQA
Occasional Publication.
30. Cronin, J.J., & Taylor, S. A (1992), Measuring service quality: A
reexamination and extension, Journal of Marketing, Vol 56 (July): 55-68.
31. Elmar Sauerwein, Franz Bailom, Kurt Matzler, Hans H. Hinterhuber (1996),
"Kanos Methods for Understanding Customer-defined Quality", Department
of Management, University of Innsbruck
32. Ge Hua (2007), Discussion sur les mthodes effectives du management des
biens immobiliss des universits, Canadien Social Science, Vol. 3 No 5
October 2007
33. Gronroos, C, A, (1984), Service Quality Model and Its Marketing
Implications, European, Journal of Marketing, 18 (4): 36-44.
34. John B. Lyons (2001), Do School Facilities really impact a Childs
Education, Available from http://www.coe.uga.edu/sdpl/articlesandpapers
35. Kotler, P., & Keller, K.L. (2006), Marketing Management, Pearson Prentice

104

Hall, USA.
36. Kotler, P & Amstrong, G, (2004), Nhng nguyn l tip th (tp 2), NXB
Thng k.
37. Oliver, R. L. & W. O. Bearden. (1985). Disconfirmation Processes and
Consumer Evaluations in Product Usage, Journal of Business Research.
13:235-246.
38. Parasuraman, A., V.A Zeithaml, & L. L. Berry (1988), Servqual: a multipleitem scale for measuring consumer perceptions of service quality, Journal of
Retailing, 64(1): 12 40
39. Parasuraman, A., L. L. Berry, & V. A. Zeithaml (1991), Refinement and
Reassessment of the SERVQUAL Scale, Journal of Retailing, 67 (4): 420-450
40. Sherry Everett Jones, PhD, MPH, JD, Robert Axelrad, Wendy A.Wattigney,
M.Stat, (2006), Heatlhy and Safe School Environment, Part 2, Physical
School Environment: result from The School Health Policies and Programs
Study 2006, Journal of School Health, October 2007, Vol 77, No 8
41. Snipes, R.L. & N. Thomson (1999). An Empirical study of the factors
underlying student service quality perceptions in higher education. Academy
of Educational. Leadership Journal, Volume 3, Number 1, 1999. 39-57.
Available from: www.alliedacademies.org/education/aelj3-1.pdf .
42. Spreng, Richard A; MacKenzie, Scott B; Olshavsky, Richard W., (1996), A
reexamination of the determinants of consumer satisfaction, Journal of
Marketing; Vol 60 (July).
43. Zeithaml, V. A. & M. J. Bitner (2000), Services Marketing: Integrating
Customer Focus Across the Firm, Irwin McGraw- Hill.

Website tham kho

44. http://www.hcmus.edu.vn
45. http://www.springerlink.com

105

46. http://ceqard.vnu.edu.vn/
47. http://www.ier.edu.vn/
48. http://cete.vnuhcm.edu.vn/
49. http://www.oecd.org/edu/equipements/evaluationqualite
50. http://www.coe.uga.edu/sdpl/articlesandpapers/lyons.html
51. http://www. oseipe.univ-paris5.fr/
52. valuer la qualit des quipements ducatifs, (2005), Available from
http://www.oecd.org/edu/equipements/evaluationqualite

106

PH LC
Ph lc 1. Thang o SERVPERF cht lng CSVC-TTB d tho
THANG O CHT LNG CSVC-TTB THEO M HNH SERVPERF
Phng tin hu hnh
Cnh quan ca Nh trng p
Phng hc, TN,TH, sn bi TDTT, VH, VN KTX rng ri
Phng hc, TN, TH, sn bi TDTT, VH, VN, KTX rng ri sch s
Phng hc, Phng TH, TN t tiu chun v nh sng, thng thong
H thng in, nc hot ng tt
Quy hoch tng th ca nh trng thun tin cho hot ng hc tp, rn
luyn
S tin cy
Nh trng thc hin tt cng tc bo v an ninh, trt t
Nh trng thc hin tt cng tc v sinh, an ton ca CSVC-TTB
GV s dng CSVC-TTB ng phng php, ph hp vi mc tiu o
to
Ging vin s dng CSVC-TTB ph hp vi ni dung bi ging
KTX, sn bi TDTT, VH, VN t yu cu v sinh, an ton
Phng hc, Phng TH, TN t yu cu v sinh, an ton
S p ng
Nh trng p ng kp thi cc yu cu ca SV v CSVC-TTB
GV nhit tnh hng dn SV s dng CSVC-TTB t hc, t nghin cu
GV hng dn SV s dng ti liu, sch tham kho t hc, t nghin cu
NV phc v CSVC-TTB lun sn lng gip SV
NV phc v CSVC-TTB lun gii quyt kp thi cc yu cu ca SV
TV p ng u sch, bo, ti liu
S lng phng hc, TN, TH p ng
Sch bo, ti liu TV thng xuyn c cp nht
Phng hc, TN, TH, sn bi TDTT, vn ha, vn ngh, KTX tin nghi
KTX, sn bi TDTT yu cu s lng

107

TTB phc v hc tp, rn luyn hin i

Nng lc phc v
Nh trng c bin php bo tr bo dng CSVC-TTB
Nh trng c k hoch i mi, nng cp CSVC-TTB
Nh trng c bin php ci tin cnh quan, mi trng
Nhn vin phc v CSVC-TTB lch s, ha nh vi sinh vin
Nhn vin phc v CSVC-TTB nhit tnh trong cng vic
Nhn vin CSVC-TTB c chuyn mn p ng yu cu cng vic phc
vu
GV c k nng s dng CSVC-TTB trong qu trnh ging dy,
GV hng dn SV s dng TTB trong qu trnh ging dy, thc hnh
S ng cm
Nh trng c hng dn c th cho sinh vin i vi CSVC-TTB
Nh trng c gii php nhm nm bt nhu cu ca sinh vin v CSVCTTB
H thng thng tin, mng Internet, trang Web DLU hu ch i vi SV
NV phc v CSVC-TTB lun lng nghe nhu cu ca SV v vn
CSVC-TTB
Ging vin quan tm n nhu cu v CSVC-TTB phc v dy hc

108

Ph lc 2. Ma trn tch hp SERVPERF - Ngun lc ca Nh trng

SERVPERF

Ngun lc ca Nh trng
Tnh trng
CSVC-TTB

Phng tin hu hnh

Cnh quan ca Nh trng p

Nng
lc
GV

Nng
lc
NV

Phng hc, TN,TH, sn bi TDTT, VH, VN

KTX rng ri
Phng hc, TN, TH, sn bi TDTT, VH, VN,
KTX rng ri sch s

X
X

Phng hc, Phng TH, TN t tiu chun v nh

sng, thng thong

H thng in, nc hot ng tt

Quy hoch tng th ca nh trng thun tin

cho hot ng hc tp, rn luyn

S tin cy

Nh trng thc hin tt cng tc bo v an

ninh, trt t

S p ng

Cng tc
Qun l

Nh trng thc hin tt cng tc v sinh, an

ton ca CSVC-TTB
GV s dng CSVC-TTB ng phng php, ph
hp vi mc tiu o to
Ging vin s dng CSVC-TTB ph hp vi ni
dung bi ging
KTX, sn bi TDTT, VH, VN t yu cu v
sinh, an ton
Phng hc, Phng TH, TN t yu cu v sinh,
an ton
Nh trng p ng kp thi cc yu cu ca SV
v CSVC-TTB
GV nhit tnh hng dn SV s dng CSVCTTB t hc, t nghin cu
GV hng dn SV s dng ti liu, sch tham
kho t hc, t nghin cu
NV phc v CSVC-TTB lun sn lng gip
SV
NV phc v CSVC-TTB lun gii quyt kp thi
cc yu cu ca SV
TV p ng u sch, bo, ti liu
S lng phng hc, TN, TH p ng
Sch bo, ti liu TV thng xuyn c cp
nht
Phng hc, TN, TH, sn bi TDTT, vn ha, vn
ngh, KTX tin nghi
TTB phc v hc tp, rn luyn hin i

X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X

109

S ng cm

Nng lc phc v

KTX, sn bi TDTT yu cu s lng

Nh trng c bin php bo tr bo dng

CSVC-TTB
Nh trng c k hoch i mi, nng cp
CSVC-TTB
Nh trng c bin php ci tin cnh quan, mi
trng
Nhn vin phc v CSVC-TTB lch s, ha nh
vi sinh vin
Nhn vin phc v CSVC-TTB c trch nhim
i vi cng vic
Nhn vin CSVC-TTB c chuyn mn p ng
yu cu cng vic phc vu

X
X
X
X
X
X

GV c k nng s dng CSVC-TTB

GV hng dn SV s dng TTB trong qu trnh

ging dy, thc hnh

Nh trng c hng dn c th cho sinh vin

i vi CSVC-TTB
Nh trng c gii php nhm nm bt nhu cu
ca sinh vin v CSVC-TTB
H thng thng tin, mng Internet, trang Web
DLU hu ch i vi SV
NV phc v CSVC-TTB lun lng nghe nhu cu
ca SV v vn CSVC-TTB
Ging vin quan tm n nhu cu v CSVC-TTB
phc v dy hc

X
X
X
X
X

Ph lc 3. Thang o cht lng CSVC-TTB Trng HL d tho

THANG O CHT LNG CSVC-TTB D THO

I. TNH TRNG CA CSVC-TTB

1

Cnh quan ca nh trng to n tng p

Quy hoch tng th ca nh trng thun tin cho hot ng dy v hc

S lng phng hc, phng TN, TH m bo cho cc hot ng dy v hc

Phng hc, phng TN, TH, sn bi TDTT, VHVN c din tch s dng ph hp

Phng hc, phng TN, TH t yu cu v sinh, an ton

Phng hc, phng TN, TH t iu kin v nh sng, thng thong

H thng TTB ca cc phng hc, phng TN, TH y

H thng TTB ca cc phng hc, phng TN, TH hin i

KTX, sn bi TDTT, VHVN p ng c nhu cu ca s lng ng SV

10 KTX sn bi TDTT, VHVN t yu cu v sinh, an ton

11 Th vin p ng y sch bo, t liu tham kho phc v hc tp v nghin cu

110

CD1
CD2
CD3
CD4
CD5
CD6
CD7
CD8
CD9
CD10
CD11

12 Sch, bo ch, ti liu,... ca th vin thng xuyn c cp nht

13 H thng thng tin, Website DLU thng xuyn c cp nht
14 H thng thng tin, mng Internet, Website DLU hu ch i vi SV
15 H thng in, nc ca nh trng hot ng tt
II. NNG LC CA I NG GING VIN
1 GV c k nng s dng TTB h tr cho vic ging dy, hng dn SV thc hnh

CD12
CD13
CD14
CD15
TE1
TE2

GV s dng CSVC-TTB ph hp vi ni dung bi ging

GV s dng CSVC-TTB ph hp vi mc tiu o to

GV nhit tnh hng dn SV s dng TTB trong qu trnh ging dy, thc hnh

TE3
TE4

GV nhit tnh hng dn SV s dng CSVC-TTB t hc, t nghin cu

TE5

GV nhit tnh hng dn SV cc ti liu, sch tham kho t hc, t nghin

cu

TE6

7 GV quan tm n nhu cu v CSVC-TTB phc v hot ng dy v hc

III. NNG LC CA I NG NHN VIN
1 NV phc v CSVC-TTB c trch nhim i vi cng vic
2

NV phc v CSVC-TTB c thi n cn, nim n i vi SV

NV phc v CSVC-TTB sn sng lng nghe nhu cu ca SV

NV phc v CSVC-TTB nhit tnh hng dn, gip SV

NV phc v CSVC-TTB c trnh chuyn mn p ng yu cu cng vic

6 NV phc v CSVC-TTB gii quyt kp thi cc yu cu v CSVC-TTB

IV. CNG TC QUN L CA NH TRNG
1 Nh trng c k hoch i mi, nng cp h thng CSVC-TTB

TE7
WR1
WR2
WR3
WR4
WR5
WR6
MG1

Nh trng c k hoch nh k bo tr, bo dng h thng CSVC-TTB

Nh trng thc hin tt cng tc v sinh, an ton i vi h thng CSVC-TTB

Nh trng thc hin tt cng tc bo v an ninh, trt t ca nh trng

MG2
MG3
MG4

Nh trng c bin php ci tin vn v sinh, cnh quan, mi trng

MG5

Nh trng hng dn y cho SV nhng quy nh v vic s dng CSVCTTB

MG6

Nh trng c cc gii php nhm nm bt nhu cu ca sinh vin v CSVC-TTB

MG7

Nh trng p ng kp thi cc yu cu ca sinh vin v CSVC-TTB

MG8

111

Ph lc 4. Thng tin CSVC-TTB ca trng i hc Lt

nm hc 2010 2011
STT
I
II
III
IV
1
2
V
VI
1
2
3
VII
1
2
3
VIII
1
2
3
IX
1
2
X
1
2
XI
1
2
3
4
XII
XIII
XIV
XV

Ni dung
Din tch t ai c s o to qun l s dng
S c s o to
Din tch xy dng
Ging ng, phng hc
S phng hc
Din tch
Din tch hi trng, phng hi tho
Phng my tnh
Din tch
S my tnh s dng
S my tnh ni mng ADSL, cp quang
Phng hc ngoi ng
S phng hc
Din tch
S thit b o to ngoi ng chuyn dng
Th vin th vin in t
Din tch
Din tch s dng
S u sch
Phng th nghim
Din tch
S thit b th nghim chuyn dng
Xng thc tp, thc hnh
Din tch
Din tch s dng
K tc x thuc c s o to qun l
S SV KTX
Din tch
S phng
Din tch bnh qun / SV
Din tch nh n SV thuc c s o to
Din tch nh vn ha
Din tch nh thi u a nng
Din tch sn vn ng

112

n v tnh Tng s
ha
33,896
C s
01
m2
46.614
phng
m2
m2

63
7.581
388

m2
my tnh
my tnh

697
870
870

phng hc
m2
thit b

03
218
79

m2
m2
quyn

8.400
6.402
34.316

m2
thit b

4556
1.651

m2
m2

1.500
1.176

SV
m2
phng
m 2 / SV
m2
m2
m2
m2

781
7.394
181
9,4
1.386
124
2.745
9.000

Ph lc 5. Phiu kho st kin sinh vin

B GIO DC V O TO
TRNG I HC LT

PHIU KHO ST KIN SINH VIN

Cho cc bn!
Nhm thu thp nhng kin ng gp v vn c s vt cht, trang thit b
(CSVC-TTB) ca Nh trng, v hiu qu phc v, t gip trng khng ngng ci
tin v nng cao cht lng o to, p ng nhu cu hc tp, nghin cu v thc hnh ca
sinh vin, Rt mong bn dnh thi gian tr li mt s cu hi sau v ng gp kin
mt cch trung thc, thng thn. Cc kin ng gp ca bn l nhng thng tin rt hu
ch cho chng ti.

Hon ton khng ng

Khng ng

Bnh thng

ng

Hon ton ng

Trn trng cm n.

Cnh quan ca nh trng to n tng p

Quy hoch tng th ca nh trng thun tin cho hot ng

dy v hc

S lng phng hc, phng TN, TH m bo cho cc hot

ng dy v hc

Phng hc, phng TN, TH, sn bi TDTT, VHVN c din

tch s dng ph hp

Phng hc, phng TN, TH t yu cu v sinh, an ton

Phng hc, phng TN, TH t iu kin v nh sng,

thng thong

H thng TTB ca cc phng hc, phng TN, TH y

H thng TTB ca cc phng hc, phng TN, TH hin i

KTX, sn bi TDTT, VHVN p ng c nhu cu ca s

lng ng SV

Phn I: Tt c cc pht biu di y cp ti cc vn lin

quan n CSVC-TTB phc v hot ng ging dy, hc tp,
nghin cu v thc hnh cho sinh vin ca Trng i hc
Lt, xin vui lng cho bit mc ng ca cc bn vi mi
pht biu sau y bng cch nh du vo cc con s.
Hon ton
khng ng
1

Khng
ng
2

Bnh
thng
3

ng

Hon ton
ng
5

I. TNH TRNG CA CSVC-TTB

10 KTX sn bi TDTT, VHVN t yu cu v sinh, an ton

11

Th vin p ng y sch bo, t liu tham kho phc v

hc tp v nghin cu

113

12

Sch, bo ch, ti liu,... ca th vin thng xuyn c cp

nht

13

H thng thng tin, Website DLU thng xuyn c cp

nht

14

H thng thng tin, mng Internet, Website DLU hu ch i

vi SV

17 GV s dng CSVC-TTB ph hp vi ni dung bi ging

18 GV s dng CSVC-TTB ph hp vi mc tiu o to

15 H thng in, nc ca nh trng hot ng tt

II. NNG LC CA I NG GING VIN

16

GV c k nng s dng TTB h tr cho vic ging dy,

hng dn SV thc hnh

19

GV nhit tnh hng dn SV s dng TTB trong qu trnh

ging dy, thc hnh

20

GV nhit tnh hng dn SV s dng CSVC-TTB t hc,

t nghin cu

21

GV nhit tnh hng dn SV cc ti liu, sch tham kho

t hc, t nghin cu

22

GV quan tm n nhu cu v CSVC-TTB phc v hot ng

dy v hc

25 NV phc v CSVC-TTB sn sng lng nghe nhu cu ca SV

26 NV phc v CSVC-TTB nhit tnh hng dn, gip SV

III. NNG LC CA I NG NHN VIN

23 NV phc v CSVC-TTB c trch nhim i vi cng vic
24

NV phc v CSVC-TTB c thi n cn, nim n i vi

SV

27

NV phc v CSVC-TTB c trnh chuyn mn p ng

yu cu cng vic

28

NV phc v CSVC-TTB gii quyt kp thi cc yu cu v

CSVC-TTB

IV. CNG TC QUN L CA NH TRNG

29

Nh trng c k hoch i mi, nng cp h thng CSVCTTB

30

Nh trng c k hoch nh k bo tr, bo dng h thng

CSVC-TTB

31

Nh trng thc hin tt cng tc v sinh, an ton i vi h

thng CSVC-TTB

32

Nh trng thc hin tt cng tc bo v an ninh, trt t ca

nh trng

114

33

Nh trng c bin php ci tin vn v sinh, cnh quan,

mi trng

34

Nh trng hng dn y cho SV nhng quy nh v

vic s dng CSVC-TTB

35

Nh trng c cc gii php nhm nm bt nhu cu ca sinh

vin v CSVC-TTB

36

Nh trng p ng kp thi cc yu cu ca sinh vin v

CSVC-TTB

Bn hi lng vi nng lc phc v ca i ng NV CSVCTTB

40 Bn hi lng vi cng tc qun l CSVC-TTB ca nh trng

V. S HI LNG
37

Bn hi lng vi tnh trng ca h thng CSVC-TTB ca

trng

38 Bn hi lng vi nng lc ging dy ca i ng GV

39

Phn II: Kin ngh ca bn vi nh trng

Phn III: Thng tin c nhn

Gii tnh:

Nam

Ngnh hc:

Khoa hc t nhin
Khoa hc x hi
K thut cng ngh
Kinh t

Kha hc:

nm th 2

nm th 3

nm th 4

Trn trng cm n s hp tc ca bn. Chc bn thnh cng trong hc tp v cuc

sng !!!

115

Ph lc 6. Thang o cht lng CSVC-TTB Trng HL chnh thc

THANG O CHT LNG CSVC-TTB

I. NNG LC CA I NG NHN VIN

1

NV phc v CSVC-TTB c trch nhim i vi cng vic

NV phc v CSVC-TTB c thi n cn, nim n i vi SV

NV phc v CSVC-TTB sn sng lng nghe nhu cu ca SV

NV phc v CSVC-TTB nhit tnh hng dn, gip SV

NV phc v CSVC-TTB c trnh chuyn mn p ng yu cu cng vic

6 NV phc v CSVC-TTB gii quyt kp thi cc yu cu v CSVC-TTB

II. CNG TC QUN L CA NH TRNG
1 Nh trng c k hoch i mi, nng cp h thng CSVC-TTB

WR1
WR2
WR3
WR4
WR5
WR6
MG1
MG2

Nh trng c k hoch nh k bo tr, bo dng h thng CSVC-TTB

Nh trng thc hin tt cng tc v sinh, an ton i vi h thng CSVC-TTB

Nh trng thc hin tt cng tc bo v an ninh, trt t ca nh trng

MG3
MG4

Nh trng c bin php ci tin vn v sinh, cnh quan, mi trng

MG5

Nh trng hng dn y cho SV nhng quy nh v vic s dng CSVCTTB

MG6

Nh trng c cc gii php nhm nm bt nhu cu ca sinh vin v CSVC-TTB

8 Nh trng p ng kp thi cc yu cu ca sinh vin v CSVC-TTB

III. TNH TRNG CSVC-TTB
1 S lng phng hc, phng TN, TH m bo cho cc hot ng dy v hc
2

Phng hc, phng TN, TH, sn bi TDTT, VHVN c din tch s dng ph hp

Phng hc, phng TN, TH t yu cu v sinh, an ton

Phng hc, phng TN, TH t iu kin v nh sng, thng thong

H thng TTB ca cc phng hc, phng TN, TH y

MG7
MG8
CD1
CD2
CD3
CD4
CD5

6 H thng TTB ca cc phng hc, phng TN, TH hin i

IV. NNG LC I NG GING VIN
1 GV c k nng s dng TTB h tr cho vic ging dy, hng dn SV thc hnh

CD6

GV s dng CSVC-TTB ph hp vi ni dung bi ging

GV s dng CSVC-TTB ph hp vi mc tiu o to

TE2
TE3

GV nhit tnh hng dn SV s dng TTB trong qu trnh ging dy, thc hnh

TE4

116

TE1

Ph lc 7. Thng k m t mu nghin cu
Gii tnh
Cumulative
Frequency
Valid

Percent

Percent

Valid Percent

Nam

281

37.1

37.1

37.1

477

62.9

62.9

100.0

Total

758

100.0

100.0

Ngnh hc
Cumulative
Frequency
Valid

Percent

Valid Percent

Percent

Khoa hc t nhin

198

26.1

26.1

26.1

Khoa hc x hi

193

25.5

25.5

51.6

K thut cng ngh

164

21.6

21.6

73.2

Kinh t

203

26.8

26.8

100.0

Total

758

100.0

100.0

Kha hc
Cumulative
Frequency
Valid

Percent

Valid Percent

Percent

Nm th hai

244

32.2

32.2

32.2

Nm th ba

268

35.4

35.4

67.5

Nm th t

246

32.5

32.5

100.0

Total

758

100.0

100.0

Ph lc 8. Thng k m t kt qu kho st
Descriptive Statistics
Std.
N

Minimum Maximum Mean

Deviation

c1.Cnh quan ca nh trng to n tng p

758

4.10

.902

c2.Quy hoch tng th ca nh trng thun tin cho hot

758

3.04

1.060

758

2.97

1.050

ng dy v hc
c3.S lng phng hc, phng TN, TH m bo cho
cc hot ng dy v hc

117

c4.Phng hc, phng TN, TH, sn bi TDTT, VHVN c

758

3.41

1.007

758

3.31

1.024

c6.Phng hc, phng TN, TH t iu kin v nh sng, 758

3.56

.943

c7.H thng TTB ca cc phng hc, phng TN, TH y 758

3.17

1.022

c8.H thng TTB ca cc phng hc, phng TN, TH hin

758

2.82

.965

758

3.14

1.090

c10.KTX sn bi TDTT, VHVN t yu cu v sinh, an ton 758

3.03

.997

c11.Th vin p ng y sch bo, t liu tham kho

758

3.39

1.150

758

3.19

1.052

758

3.61

.965

758

3.73

.912

758

3.45

1.042

c16.GV c k nng s dng TTB h tr cho vic ging dy, 758

3.73

.816

758

3.67

.836

c18.GV s dng CSVC-TTB ph hp vi mc tiu o to

758

3.70

.776

c19.GV nhit tnh hng dn SV s dng TTB trong qu

758

3.49

.967

758

3.36

.958

758

3.78

.876

c22.GV quan tm n nhu cu v CSVC-TTB phc v hot 758

3.30

.951

758

3.28

.965

758

2.96

.999

758

2.86

1.002

din tch s dng ph hp

c5.Phng hc, phng TN, TH t yu cu v sinh, an ton

thng thong

i
c9.KTX, sn bi TDTT, VHVN p ng c nhu cu ca
s lng ng SV

phc v hc tp v nghin cu
c12.Sch, bo ch, ti liu,... ca th vin thng xuyn
c cp nht
c13.H thng thng tin, Website DLU thng xuyn c
cp nht
c14.H thng thng tin, mng Internet, Website DLU hu
ch i vi SV
c15.H thng in, nc ca nh trng hot ng tt

hng dn SV thc hnh

c17.GV s dng CSVC-TTB ph hp vi ni dung bi
ging

trnh ging dy, thc hnh

c20.GV nhit tnh hng dn SV s dng CSVC-TTB
t hc, t nghin cu
c21.GV nhit tnh hng dn SV cc ti liu, sch tham
kho t hc, t nghin cu

ng dy v hc
c23.NV phc v CSVC-TTB c trch nhim i vi cng
vic
c24.NV phc v CSVC-TTB c thi n cn, nim n i
vi SV
c25..NV phc v CSVC-TTB sn sng lng nghe nhu cu
ca SV

118

c26.NV phc v CSVC-TTB nhit tnh hng dn, gip

758

3.04

.956

758

3.35

.817

758

3.10

.962

758

3.60

.950

c30.Nh trng c k hoch nh k bo tr, bo dng h 758

3.40

.978

758

3.35

.976

758

3.28

1.035

758

3.54

.948

c34.Nh trng hng dn y cho SV nhng quy nh 758

3.39

.958

758

3.20

.990

c36.Nh trng p ng kp thi cc yu cu ca sinh vin 758

2.89

.985

758

3.11

.994

c38.Bn hi lng vi nng lc ging dy ca i ng GV

758

3.38

.913

c39.Bn hi lng vi nng lc phc v ca i ng nhn

758

3.04

.955

758

3.24

.928

SV
c27.NV phc v CSVC-TTB c trnh chuyn mn p
ng yu cu cng vic
c28.NV phc v CSVC-TTB gii quyt kp thi cc yu cu
v CSVC-TTB
c29.Nh trng c k hoch i mi, nng cp h thng
CSVC-TTB

thng CSVC-TTB
c31.Nh trng thc hin tt cng tc v sinh, an ton i
vi h thng CSVC-TTB
c32.Nh trng thc hin tt cng tc bo v an ninh, trt
t ca nh trng
c33.Nh trng c bin php ci tin vn v sinh, cnh
quan, mi trng

v vic s dng CSVC-TTB

c35.Nh trng c cc gii php nhm nm bt nhu cu
ca sinh vin v CSVC-TTB

v CSVC-TTB
c37.Bn hi lng vi tnh trng ca h thng CSVC-TTB
ca trng

vin CSVC-TTB
c40.Bn hi lng vi cng tc qun l CSVC-TTB ca nh
trng
Valid N (listwise)

758

Ph lc 9.

Kt qu phn tch nhn t

119

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of
Sampling Adequacy.
Bartlett's Test of
Approx. ChiSphericity
Square
df
Sig.

.880
6185.330
276
.000

Total Variance Explained

Component

Extraction Sums of Squared

Rotation Sums of Squared

Loadings

Loadings

Initial Eigenvalues

% of
% of

Cumulative

% of

Cumulative

Total

Variance

Total

Variance

6.528

27.200

27.200 6.528

27.200

27.200 3.602

15.010

15.010

2.264

9.434

36.634 2.264

9.434

36.634 3.534

14.725

29.735

1.677

6.988

43.622 1.677

6.988

43.622 2.502

10.424

40.159

1.629

6.788

50.410 1.629

6.788

50.410 2.460

10.251

50.410

1.148

4.783

55.193

.996

4.152

59.345

.931

3.877

63.222

.815

3.394

66.616

.761

3.173

69.789

10

.688

2.866

72.655

11

.663

2.764

75.418

12

.643

2.680

78.099

13

.619

2.581

80.680

14

.583

2.430

83.109

15

.539

2.245

85.354

16

.507

2.112

87.466

17

.485

2.019

89.485

18

.479

1.994

91.479

19

.416

1.735

93.214

20

.389

1.623

94.837

21

.370

1.541

96.378

22

.330

1.377

97.755

23

.284

1.181

98.936

24

.255

1.064

100.000

Extraction Method: Principal Component Analysis.

120

Total

Varianc

Cumulative

Rotated Component Matrix

Component
1
c25..NV phc v CSVC-TTB sn sng lng nghe nhu cu ca SV

.819

c24.NV phc v CSVC-TTB c thi n cn, nim n i vi SV

.815

c26.NV phc v CSVC-TTB nhit tnh hng dn, gip SV

.765

c23.NV phc v CSVC-TTB c trch nhim i vi cng vic

.736

c28.NV phc v CSVC-TTB gii quyt kp thi cc yu cu v CSVC-TTB

.611

c27.NV phc v CSVC-TTB c trnh chuyn mn p ng yu cu cng vic

.571

c35.Nh trng c cc gii php nhm nm bt nhu cu ca sinh vin v CSVC-

.689

TTB
c30.Nh trng c k hoch nh k bo tr, bo dng h thng CSVC-TTB

.675

c36.Nh trng p ng kp thi cc yu cu ca sinh vin v CSVC-TTB

.663

c33.Nh trng c bin php ci tin vn v sinh, cnh quan, mi trng

.658

c31.Nh trng thc hin tt cng tc v sinh, an ton i vi h thng CSVC-TTB

.612

c29.Nh trng c k hoch i mi, nng cp h thng CSVC-TTB

.602

c34.Nh trng hng dn y cho SV nhng quy nh v vic s dng CSVC-

.596

TTB
c32.Nh trng thc hin tt cng tc bo v an ninh, trt t ca nh trng

.589

c7.H thng TTB ca cc phng hc, phng TN, TH y

.642

c4.Phng hc, phng TN, TH, sn bi TDTT, VHVN c din tch s dng ph hp

.629

c6.Phng hc, phng TN, TH t iu kin v nh sng, thng thong

.608

c5.Phng hc, phng TN, TH t yu cu v sinh, an ton

.604

c8.H thng TTB ca cc phng hc, phng TN, TH hin i

.567

c3.S lng phng hc, phng TN, TH m bo cho cc hot ng dy v hc

.561

c17.GV s dng CSVC-TTB ph hp vi ni dung bi ging

.822

c18.GV s dng CSVC-TTB ph hp vi mc tiu o to

.813

c16.GV c k nng s dng TTB h tr cho vic ging dy, hng dn SV thc

.764

hnh
c19.GV nhit tnh hng dn SV s dng TTB trong qu trnh ging dy, thc hnh
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 5 iterations.

121

.501

Ph lc 10
Kt qu hi qui Enter
Descriptive Statistics
Mean

Std. Deviation

S hi lng ca SV

3.1916

.69957 758

Nng lc i ng nhn vin

3.0983

.72786 758

Cng tc qun l ca nh trng 3.3320

.64646 758

Tnh trng CSVC-TTB

3.2078

.63228 758

Nng lc i ng ging vin

3.6478

.66345 758

Correlations

Pearson

S hi lng ca

Correlation

SV
Nng lc i

S hi

Nng lc i

Cng tc qun

lng ca

ng nhn

l ca nh

Nng lc i
Tnh trng

ng ging

SV

vin

trng

CSVC-TTB

vin

1.000

.570

.495

.504

.486

.570

1.000

.376

.406

.446

.495

.376

1.000

.342

.390

.504

.406

.342

1.000

.358

.486

.446

.390

.358

1.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

758

758

758

758

758

ng nhn vin
Cng tc qun
l ca nh
trng
Tnh trng
CSVC-TTB
Nng lc i
ng ging vin
Sig. (1-tailed)

S hi lng ca
SV
Nng lc i
ng nhn vin
Cng tc qun
l ca nh
trng
Tnh trng
CSVC-TTB
Nng lc i
ng ging vin

S hi lng ca
SV

122

Nng lc i

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

ng nhn vin
Cng tc qun
l ca nh
trng
Tnh trng
CSVC-TTB
Nng lc i
ng ging vin

Model Summary
Model

.703

R Square
a

Adjusted R Square

.494

Std. Error of the Estimate

.491

Durbin-Watson

.49888

1.935

a. Predictors: (Constant), Nng lc i ng ging vin, Tnh trng CSVC-TTB, Cng tc qun l ca nh
trng, Nng lc i ng nhn vin
b. Dependent Variable: S hi lng ca SV

ANOVA
Model
1

Sum of Squares

df

Mean Square

Regression

183.073

45.768

Residual

187.407

753

.249

Total

370.479

757

Sig.

183.897

.000

a. Predictors: (Constant), Nng lc i ng ging vin, Tnh trng CSVC-TTB, Cng tc qun l ca nh
trng, Nng lc i ng nhn vin
b. Dependent Variable: S hi lng ca SV

Coefficients
Model

Unstandardized

Standardized

Coefficients

Coefficients

Collinearity
Correlations

Std.
B
1 (Constant)
Nng lc i

Error

Statistics

Zerot

Beta

Sig.

order Partial Part Tolerance

VIF

-.069

.127

-.539 .590

.297

.030

.310 10.027 .000

.570

.343 .260

.705 1.418

.249

.032

.230

.495

.273 .202

.772 1.296

ng nhn
vin
Cng tc

7.789 .000

qun l ca
nh trng

123

Tnh trng

.263

.033

.237

8.045 .000

.504

.281 .209

.771 1.296

.183

.032

.173

5.690 .000

.486

.203 .147

.723 1.384

CSVC-TTB
Nng lc i
ng ging
vin
a. Dependent Variable: S hi lng ca SV

Ph lc 11
Kt qu hi qui stepwise
Descriptive Statistics
Mean

Std. Deviation

S hi lng ca SV

3.1916

.69957 758

Nng lc i ng nhn vin

3.0983

.72786 758

Cng tc qun l ca nh trng 3.3320

.64646 758

Tnh trng CSVC-TTB

3.2078

.63228 758

Nng lc i ng ging vin

3.6478

.66345 758

Correlations

Pearson

S hi lng ca

Correlation

SV
Nng lc i

S hi

Nng lc i

Cng tc qun

Nng lc i

lng ca

ng nhn

l ca nh

Tnh trng

ng ging

SV

vin

trng

CSVC-TTB

vin

1.000

.570

.495

.504

.486

.570

1.000

.376

.406

.446

.495

.376

1.000

.342

.390

.504

.406

.342

1.000

.358

.486

.446

.390

.358

1.000

.000

.000

.000

.000

.000

.000

.000

.000

ng nhn vin
Cng tc qun
l ca nh
trng
Tnh trng
CSVC-TTB
Nng lc i
ng ging vin
Sig. (1-tailed)

S hi lng ca
SV
Nng lc i
ng nhn vin

124

Cng tc qun

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

.000

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

758

l ca nh
trng
Tnh trng
CSVC-TTB
Nng lc i
ng ging vin
S hi lng ca

SV
Nng lc i
ng nhn vin
Cng tc qun
l ca nh
trng
Tnh trng
CSVC-TTB
Nng lc i
ng ging vin

Model Summarye
Model
1

R Square
.325

.324

.57527

.417

.415

.53507

.472

.470

.50915

.494

.491

.49888

.645

.687

Std. Error of the Estimate

.570

Adjusted R Square

.703

Durbin-Watson

1.935

a. Predictors: (Constant), Nng lc i ng nhn vin

b. Predictors: (Constant), Nng lc i ng nhn vin, Cng tc qun l ca nh trng
c. Predictors: (Constant), Nng lc i ng nhn vin, Cng tc qun l ca nh trng, Tnh trng CSVCTTB
d. Predictors: (Constant), Nng lc i ng nhn vin, Cng tc qun l ca nh trng, Tnh trng CSVCTTB, Nng lc i ng ging vin
e. Dependent Variable: S hi lng ca SV

ANOVAe
Model
1

Sum of Squares

df

Mean Square

Regression

120.293

120.293

Residual

250.187

756

.331

Total

370.479

757

125

F
363.494

Sig.
.000

Regression

154.326

77.163

Residual

216.154

755

.286

Total

370.479

757

Regression

175.016

58.339

Residual

195.464

754

.259

Total

370.479

757

Regression

183.073

45.768

Residual

187.407

753

.249

Total

370.479

757

269.521

.000

225.041

.000

183.897

.000

a. Predictors: (Constant), Nng lc i ng nhn vin

b. Predictors: (Constant), Nng lc i ng nhn vin, Cng tc qun l ca nh trng
c. Predictors: (Constant), Nng lc i ng nhn vin, Cng tc qun l ca nh trng, Tnh trng CSVCTTB
d. Predictors: (Constant), Nng lc i ng nhn vin, Cng tc qun l ca nh trng, Tnh trng CSVCTTB, Nng lc i ng ging vin
e. Dependent Variable: S hi lng ca SV

Coefficients
Model

Unstandardized

Standardized

Coefficients

Coefficients

Collinearity
Correlations

Std.
B
1 (Constant)
Nng lc i

Error

Statistics

Zerot

Beta

Sig.

1.495

.091

16.350 .000

.548

.029

.570 19.066 .000

.682

.113

6.030 .000

.429

.029

.354

order Partial Part Tolerance

VIF

.570

.570 .570

1.000 1.000

.447 14.886 .000

.570

.476 .414

.858 1.165

.032

.327 10.903 .000

.495

.369 .303

.858 1.165

.207

.120

1.721 .086

.347

.029

.361 11.989 .000

.570

.400 .317

.771 1.296

ng nhn
vin
2 (Constant)
Nng lc i
ng nhn
vin
Cng tc
qun l ca
nh trng
3 (Constant)
Nng lc i
ng nhn
vin

126

Cng tc

.291

.032

.269

9.165 .000

.495

.317 .242

.815 1.227

.294

.033

.265

8.934 .000

.504

.309 .236

.793 1.260

-.069

.127

-.539 .590

.297

.030

.310 10.027 .000

.570

.343 .260

.705 1.418

.249

.032

.230

7.789 .000

.495

.273 .202

.772 1.296

.263

.033

.237

8.045 .000

.504

.281 .209

.771 1.296

.183

.032

.173

5.690 .000

.486

.203 .147

.723 1.384

qun l ca
nh trng
Tnh trng
CSVC-TTB
4 (Constant)
Nng lc i
ng nhn
vin
Cng tc
qun l ca
nh trng
Tnh trng
CSVC-TTB
Nng lc i
ng ging
vin
a. Dependent Variable: S hi lng ca SV

Ph lc 12
Kt qu phn tch Anova nh gi cht lng cc thnh phn theo Gii tnh
Descriptives
95% Confidence
Std.

N
Nng lc i ng nhn vin

Interval for Mean

Deviatio

Std.

Lower

Upper

Error

Bound

Bound

Mean

Minimum Maximum

Nam 281 3.1163

.74571 .04449

3.0287

3.2038

1.00

5.00

477 3.0877

.71771 .03286

3.0231

3.1523

1.17

5.00

Total 758 3.0983

.72786 .02644

3.0464

3.1502

1.00

5.00

Cng tc qun l ca nh

Nam 281 3.3821

.66560 .03971

3.3040

3.4603

1.13

5.00

trng

477 3.3024

.63377 .02902

3.2454

3.3594

1.63

5.00

Total 758 3.3320

.64646 .02348

3.2859

3.3781

1.13

5.00

Nam 281 3.2628

.64616 .03855

3.1869

3.3386

1.33

5.00

477 3.1754

.62238 .02850

3.1194

3.2314

1.33

4.83

Total 758 3.2078

.63228 .02297

3.1627

3.2529

1.33

5.00

Nam 281 3.6406

.74570 .04448

3.5530

3.7281

1.00

5.00

477 3.6520

.61062 .02796

3.5971

3.7069

1.25

5.00

Total 758 3.6478

.66345 .02410

3.6005

3.6951

1.00

5.00

Tnh trng CSVC-TTB

Nng lc i ng ging vin

127

Test of Homogeneity of Variances

Levene Statistic df1 df2

Sig.

Nng lc i ng nhn vin

.943

1 756 .332

Cng tc qun l ca nh trng

.059

1 756 .809

Tnh trng CSVC-TTB

.418

1 756 .518

7.624

1 756 .056

Nng lc i ng ging vin

ANOVA
Sum of Squares
Nng lc i ng nhn vin

Between Groups

.144

.144

Within Groups

400.895 756

.530

Total

401.039 757
1.123

Within Groups

315.238 756

Total

316.361 757

Between Groups

Nng lc i ng ging vin

Mean Square

Cng tc qun l ca nh trng Between Groups

Tnh trng CSVC-TTB

df

1.349

301.286 756

Total

302.635 757

Between Groups

.023

Sig.

.272 .602

1.123 2.694 .101

.417

Within Groups

1.349 3.386 .066

.399

.023

Within Groups

333.178 756

.441

Total

333.201 757

.052 .819

Ph lc 13
Kt qu phn tch Anova nh gi cht lng cc thnh phn theo Kha hc
Descriptives
95% Confidence
Interval for Mean
Std.

Std.

Lower

Upper

Mean

Deviation

Error

Bound

Bound

244 3.1578

.69045

.04420

3.0707

3.2449

1.00

5.00

268 3.0609

.75051

.04584

2.9707

3.1512

1.00

5.00

246 3.0799

.73813

.04706

2.9872

3.1726

1.00

5.00

N
Nng lc i

Nm

ng nhn vin

th hai
Nm

Minimum Maximum

th ba
Nm
th t

128

Total

758 3.0983

.72786

.02644

3.0464

3.1502

1.00

5.00

Cng tc qun

Nm

244 3.3796

.65972

.04223

3.2964

3.4628

1.13

5.00

l ca nh

th hai

trng

Nm

268 3.2980

.63182

.03859

3.2221

3.3740

1.88

5.00

246 3.3216

.64879

.04137

3.2402

3.4031

1.63

5.00

Total

758 3.3320

.64646

.02348

3.2859

3.3781

1.13

5.00

Tnh trng

Nm

244 3.1694

.69487

.04448

3.0818

3.2570

1.33

5.00

CSVC-TTB

th hai
268 3.2090

.60090

.03671

3.1367

3.2812

1.33

4.83

246 3.2446

.60000

.03825

3.1692

3.3199

1.67

4.50

Total

758 3.2078

.63228

.02297

3.1627

3.2529

1.33

5.00

Nng lc i

Nm

244 3.6629

.61476

.03936

3.5854

3.7404

1.25

5.00

ng ging vin

th hai
268 3.5784

.71757

.04383

3.4921

3.6647

1.00

5.00

246 3.7083

.64408

.04107

3.6274

3.7892

1.00

5.00

758 3.6478

.66345

.02410

3.6005

3.6951

1.00

5.00

th ba
Nm
th t

Nm
th ba
Nm
th t

Nm
th ba
Nm
th t
Total

Test of Homogeneity of Variances

Levene Statistic

df1

df2

Sig.

Nng lc i ng nhn vin

.149

755

.861

Cng tc qun l ca nh

.271

755

.763

Tnh trng CSVC-TTB

4.451

755

.052

Nng lc i ng ging vin

1.866

755

.155

trng

ANOVA
Sum of Squares
Nng lc i ng nhn vin

Between Groups

1.320

df
2

Within Groups

399.719 755

Total

401.039 757

Cng tc qun l ca nh trng Between Groups

129

.889

Mean Square

Sig.

.660 1.247 .288

.529

.444 1.063 .346

Tnh trng CSVC-TTB

Within Groups

315.473 755

Total

316.361 757

Between Groups

Nng lc i ng ging vin

.693

.418

.346

Within Groups

301.942 755

.400

Total

302.635 757

Between Groups

2.249

Within Groups

330.952 755

Total

333.201 757

.866 .421

1.125 2.566 .078

.438

Ph lc 14
Kt qu phn tch Anova nh gi cht lng cc thnh phn theo Ngnh hc
Descriptives
95% Confidence
Interval for Mean

Mean

Nng lc i

Khoa hc 198 3.2702

ng nhn vin

t nhin

Std.

Std.

Lower

Upper

Deviation

Error

Bound

Bound

Minimum Maximum

.76465

.05434

3.1630

3.3774

1.00

5.00

.78779

.05671

2.9227

3.1464

1.17

5.00

164 3.1504

.70812

.05530

3.0412

3.2596

1.00

5.00

Kinh t

203 2.9491

.60265

.04230

2.8657

3.0325

1.00

4.83

Total

758 3.0983

.72786

.02644

3.0464

3.1502

1.00

5.00

Cng tc qun Khoa hc 198 3.3902

.63508

.04513

3.3011

3.4792

1.88

5.00

.70350

.05064

3.2447

3.4444

1.63

5.00

164 3.3773

.64522

.05038

3.2778

3.4768

1.63

5.00

Kinh t

203 3.2266

.59174

.04153

3.1447

3.3085

1.13

5.00

Total

758 3.3320

.64646

.02348

3.2859

3.3781

1.13

5.00

Tnh trng

Khoa hc 198 3.2694

.69024

.04905

3.1726

3.3661

1.33

4.67

CSVC-TTB

t nhin

Khoa hc 193 3.0345

x hi
K thut
cng
ngh

l ca nh

t nhin

trng

Khoa hc 193 3.3446

x hi
K thut
cng
ngh

130

Khoa hc 193 3.2453

.60835

.04379

3.1589

3.3316

1.67

5.00

164 3.2713

.62283

.04863

3.1753

3.3674

1.33

4.67

Kinh t

203 3.0608

.58198

.04085

2.9802

3.1413

1.33

4.50

Total

758 3.2078

.63228

.02297

3.1627

3.2529

1.33

5.00

Khoa hc 198 3.8674

.55512

.03945

3.7896

3.9452

2.00

5.00

.70414

.05068

3.4505

3.6505

1.00

5.00

164 3.7317

.70197

.05481

3.6235

3.8399

1.00

5.00

Kinh t

203 3.4581

.61798

.04337

3.3726

3.5437

1.25

5.00

Total

758 3.6478

.66345

.02410

3.6005

3.6951

1.00

5.00

x hi
K thut
cng
ngh

Nng lc i

ng ging vin t nhin

Khoa hc 193 3.5505
x hi
K thut
cng
ngh

Test of Homogeneity of Variances

Levene Statistic

df1

df2

Sig.

Nng lc i ng nhn vin

7.858

754

.000

Cng tc qun l ca nh

2.884

754

.035

Tnh trng CSVC-TTB

3.144

754

.025

Nng lc i ng ging vin

2.924

754

.033

trng

ANOVA
Sum of
Squares
Nng lc i ng nhn vin

Between

11.600

Mean
df

Square

3.867

Within Groups

389.439 754

.516

Total

401.039 757

Sig.

7.486

.000

2.642

.048

5.146

.002

Groups

Cng tc qun l ca nh

Between

trng

Groups

Tnh trng CSVC-TTB

3.291

1.097

Within Groups

313.070 754

.415

Total

316.361 757

Between

6.072

Groups

131

2.024

Nng lc i ng ging vin

Within Groups

296.563 754

Total

302.635 757

Between

19.835

.393

6.612 15.908

.000

Groups
Within Groups

313.367 754

Total

333.201 757

.416

Multiple Comparisons
Dunnett T3
Dependent Variable

(I) Ngnh

(J) Ngnh hc

95% Confidence

hc

Interval
Mean

Std.

Difference (I-J)

Error

Sig.

Lower

Upper

Bound

Bound

Nng lc i ng

Khoa hc t Khoa hc x hi

.23566

.07854

.017

.0280

.4433

nhn vin

nhin

.11980

.07753

.544

-.0853

.3249

.06886

.000

.1390

.5032

.07854

.017

-.4433

-.0280

K thut cng ngh

Kinh t

.32111

Khoa hc

Khoa hc t nhin

-.23566

x hi

K thut cng ngh

-.11586

.07920

.606

-.3254

.0936

.08545

.07074

.787

-.1017

.2726

-.11980

.07753

.544

-.3249

.0853

.11586

.07920

.606

-.0936

.3254

.06962

.024

.0171

.3856

Khoa hc t nhin

-.32111

.06886

.000

-.5032

-.1390

Khoa hc x hi

-.08545

.07074

.787

-.2726

.1017

.06962

.024

-.3856

-.0171

Kinh t
K thut

Khoa hc t nhin

cng ngh

Khoa hc x hi
Kinh t

Kinh t

.20131

K thut cng ngh

-.20131

Cng tc qun l ca

Khoa hc t Khoa hc x hi

.04559

.06783

.985

-.1338

.2250

nh trng

nhin

.01286

.06764 1.000

-.1661

.1918

K thut cng ngh

Kinh t

.16355

.06133

.047

.0014

.3257

Khoa hc

Khoa hc t nhin

-.04559

.06783

.985

-.2250

.1338

x hi

K thut cng ngh

-.03273

.07143

.998

-.2217

.1562

.11796

.06549

.362

-.0552

.2911

.06764 1.000

-.1918

.1661

Kinh t
K thut

Khoa hc t nhin

cng ngh

Khoa hc x hi

.03273

.07143

.998

-.1562

.2217

Kinh t

.15069

.06529

.123

-.0221

.3235

Khoa hc t nhin

-.16355

.06133

.047

-.3257

-.0014

Khoa hc x hi

-.11796

.06549

.362

-.2911

.0552

K thut cng ngh

-.15069

.06529

.123

-.3235

.0221

Kinh t

132

-.01286

Tnh trng CSVC-

Khoa hc t Khoa hc x hi

TTB

nhin

.02411

K thut cng ngh

.06576

-.00198

.999

-.1498

.1980

.06908 1.000

-.1847

.1807

Kinh t

.20860

.06383

.007

.0398

.3774

Khoa hc

Khoa hc t nhin

-.02411

.06576

.999

-.1980

.1498

x hi

K thut cng ngh

-.02609

.06544

.999

-.1992

.1471

Kinh t

.18450

.05988

.013

.0262

.3428

K thut

Khoa hc t nhin

.00198

.06908 1.000

-.1807

.1847

cng ngh

Khoa hc x hi

.02609

.06544

.999

-.1471

.1992

.06351

.006

.0425

.3786

-.20860

.06383

.007

-.3774

-.0398

-.18450

.05988

.013

-.3428

-.0262

-.21059

.06351

.006

-.3786

-.0425

Kinh t
Kinh t

.21059

Khoa hc t nhin
Khoa hc x hi
K thut cng ngh

Nng lc i ng

Khoa hc t Khoa hc x hi

.31691

.06423

.000

.1470

.4868

ging vin

nhin

.13572

.06754

.242

-.0431

.3145

.05863

.000

.2543

.5643

.06423

.000

-.4868

-.1470

K thut cng ngh

Kinh t

.40930

Khoa hc

Khoa hc t nhin

-.31691

x hi

K thut cng ngh

-.18119

.07466

.091

-.3787

.0163

.09239

.06671

.664

-.0840

.2688

-.13572

.06754

.242

-.3145

.0431

.18119

.07466

.091

-.0163

.3787

.06990

.001

.0886

.4586

Khoa hc t nhin

-.40930

.05863

.000

-.5643

-.2543

Khoa hc x hi

-.09239

.06671

.664

-.2688

.0840

.06990

.001

-.4586

-.0886

Kinh t
K thut

Khoa hc t nhin

cng ngh

Khoa hc x hi
Kinh t

Kinh t

.27358

K thut cng ngh

-.27358

*. The mean difference is significant at the 0.05 level.

Ph lc 15
Kt qu phn tch Anova S hi lng theo Gii tnh
Descriptives
S hi lng ca SV
95% Confidence Interval
for Mean
Std.
N

Mean

Deviation

Std. Error

Lower

Upper

Bound

Bound

Minimum

Maximum

Nam

281

3.2447

.74250

.04429

3.1575

3.3319

1.00

5.00

477

3.1604

.67185

.03076

3.0999

3.2208

1.00

5.00

Total

758

3.1916

.69957

.02541

3.1417

3.2415

1.00

5.00

133

Test of Homogeneity of Variances

S hi lng ca SV
Levene Statistic

df1

5.889

df2
1

Sig.
756

.015

ANOVA
S hi lng ca SV
Sum of Squares
Between Groups

df

Mean Square

1.256

1.256

Within Groups

369.223

756

.488

Total

370.479

757

Sig.

2.572

.109

Ph lc 16
Kt qu phn tch Anova S hi lng theo Kha hc

Descriptives
S hi lng ca SV
95% Confidence Interval for

N
Nm th

Mean

Std.

Std.

Deviation

Error

Mean
Lower Bound

Upper Bound

Minimum Maximum

244 3.2111

.67130

.04298

3.1264

3.2957

1.00

5.00

268 3.1409

.72119

.04405

3.0541

3.2276

1.00

5.00

Nm th t 246 3.2276

.70277

.04481

3.1394

3.3159

1.00

5.00

Total

.69957

.02541

3.1417

3.2415

1.00

5.00

hai
Nm th
ba

758 3.1916

Test of Homogeneity of Variances

S hi lng ca SV
Levene Statistic
.484

df1

df2
2

Sig.
755

.616

134

ANOVA
S hi lng ca SV
Sum of Squares
Between Groups

df

Mean Square

1.102

.551

Within Groups

369.377

755

.489

Total

370.479

757

Sig.

1.126

.325

Ph lc 17
Kt qu phn tch su Anova S hi lng theo Ngnh hc
Descriptives
S hi lng ca SV
95% Confidence
Interval for Mean

Mean

Std.

Std.

Lower

Upper

Deviation

Error

Bound

Bound

Minimum

Maximum

Khoa hc t nhin

198 3.2753

.65541 .04658

3.1834

3.3671

1.00

4.75

Khoa hc x hi

193 3.1593

.74096 .05334

3.0541

3.2645

1.00

5.00

K thut cng ngh

164 3.3308

.71086 .05551

3.2212

3.4404

1.25

5.00

Kinh t

203 3.0283

.65966 .04630

2.9370

3.1196

1.00

4.75

Total

758 3.1916

.69957 .02541

3.1417

3.2415

1.00

5.00

Test of Homogeneity of Variances

S hi lng ca SV
Levene Statistic
1.446

df1

df2
3

Sig.
754

.228

ANOVA
S hi lng ca SV
Sum of Squares
Between Groups

df

Mean Square

10.176

3.392

Within Groups

360.304

754

.478

Total

370.479

757

135

F
7.098

Sig.
.000

Multiple Comparisons
S hi lng ca SV
Dunnett t (2-sided)

(I) Ngnh hc

(J) Ngnh hc

Mean

95% Confidence Interval

Difference
Std. Error

(I-J)
*

Sig.

Lower Bound

Upper Bound

Khoa hc t nhin

dimensi on3

Kinh t

.24693

.06905

.001

.0841

.4097

Khoa hc x hi

dimensi on3

Kinh t

.13100

.06950

.150

-.0329

.2949

Kinh t

.07258

.000

.1313

.4736

K thut cng ngh

dimensi on3

.30247

a. Dunnett t-tests treat one group as a control, and compare all other groups against it.
*. The mean difference is significant at the 0.05 level.

Ph lc 18
Thng k kin sinh vin
S lng

kin
1. Nng cp my tnh, my chiu cc ging ng, phng hc

136

2. B sung, sa cha h thng chiu sng ti mt s ging ng,

phng hc v a im trong khu vc Nh trng

98

3. Tng cng TTB hin i cho cc phng th nghim chuyn ngnh.

74

4. Tng cng cng tc v sinh ti cc khu vc ging ng, th

vin, khu sinh hot VHVN, TDTT

289

5. Nh trng cn tng cng cng tc an ninh ti cc khu vc ca

Nh trng vo bui ti

153

6. i mi, nng cp h thng mng Internet, my chiu, my vi tnh

ca h thng cc ging ng, phng hc v cc phng thc hnh
my tnh.

318

7. Lp t mng Internet cho khu vc KTX sinh vin.

127

8. Th vin cn tng cng cp nht sch, bo, ti liu phc v nhu

cu hc tp, nghin cu khoa hc ca sinh vin.

225

9. Tng thi gian hot ng ca th vin nhm p ng nhu cu hc

tp, nghin cu ca sinh vin.

312

10. B sung cc iu kin phc v hot ng vn ha, vn ngh, th

dc th thao ti khu vc KTX sinh vin.

73

11. Xy dng thm nh gi xe pha cng sau ca Nh trng.

32

12. GV cn quan tm hn n vic hng dn SV s dng cc loi

105

136

CSVC-TTB trong qu trnh hc tp, nghin cu

13. Mt s mn hc GV cn s dng TTB ging dy ph hp vi ni
dung bi ging

42

14. Nhn vin phc v CSVC-TTB cn nhit tnh vi cng vic v

thn thin vi sinh vin.

208

15. Nhn vin b phn Phng mn ca th vin cn nhit tnh

hng dn sinh vin.

271

16. Nhn vin CSVC-TTB cn gii quyt kp thi cc s c k thut

v CSVC-TTB

71

17. Nhn vin CSVC-TTB cn to iu kin thun li cho SV s

dng cc iu kin CSVC-TTB ngoi gi hc t hc, t rn luyn

49

18. Phng o to Nh trng cn phn b TKB hp l i vi cc

mn hc cn s dng cc phng tin CSVC-TTB

106

19. Cn c lch, k hoch nh k kim tra bo dng h thng

CSVC-TTB

53

20. Nh trng cn gii quyt kp thi cc kin ngh ca GV, SV v

CSVC-TTB

85

21. Nh trng cn tng cng i ng NV phc v CSVC-TTB

57

22. Nh trng cn thng xuyn t chc kho st nhu cu SV v

nhu cu CSVC-TTB

192

23. Nh trng cn tng cng vic hng dn SV s dng CSVCTTB

108

137