Các yếu tố ảnh hưởng đến sự hài lòng của học viên đối với chất lượng dịch vụ tại trung tâm dịch vụ và đào tạo theo nhu cầu xã hội, Trường Đại học Y dược Cần Thơ năm 2023=Factors influencing learners' satisfaction with service quality at the Center of Services and Continuing Education, Can Tho University of Medicine and Pharmacy in 2023

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Tác giả: Thị Thảo Vy Dương, Thùy Linh Ngô, Trần Năm Phạm, Thị Luyện Phan, Thảo Ngọc Trần

Ngôn ngữ: vie

Ký hiệu phân loại:

Thông tin xuất bản: Tạp chí Công thương, 2024

Mô tả vật lý: tr.220-226

Bộ sưu tập: Metadata

ID: 119378

Thêm vào giỏ

Customers’ satisfaction is an important factor that helps managers improve service capacity, maintain customers, and expand market share. This study evaluated the level of satisfaction and determined the factors affecting the satisfaction of learners with the quality of services provided by the Center of Services and Continuing Education (CSCE) under Can Tho University of Medicine and Pharmacy (CTUMP). Cronbach's alpha coefficient was used to check the reliability coefficient of the scale. Descriptive statistics and PLS-SEM analysis were employed to evaluate the factors affecting the satisfaction of 251 learners with the center's service quality after more than 3 years of its independent operation. The findings revealed that Tangible Means, Empathy, and Service Capacity positively impacted Learners' Satisfaction. Among these, Tangible Means has the greatest positive impact on Learners Satisfaction, followed by Empathy and Service Capacity, respectively. The CSCE needs to maximize modem teaching equipment and facilities while improving quality and regularly training marketing and communication skills for staff and lecturers.Sự hài lòng của khách hàng là yếu tố quan trọng giúp nhà quản lý nâng cao năng lực phục vụ, giữ chân khách hàng và mở rộng thị phần. Bài viết này nhằm đánh giá mức độ hài lòng và xác định các yếu tố ảnh hưởng đến mức độ hài lòng của người học đối với chất lượng dịch vụ tại Trung tâm Dịch vụ và Đào tạo theo nhu cầu xã hội được thành lập năm 2020, trực thuộc Trường Đại học Y Dược Cần Thơ. Hệ số Cronbach's Alpha được sử dụng để kiểm tra hệ số tin cậy của thang đo. Thống kê mô tả và phân tích PLS-SEM được sử dụng để đánh giá các yếu tố ảnh hưởng đến sự hài lòng của 251 học viên đối với chất lượng dịch vụ của Trung tâm sau hơn 3 năm hoạt động độc lập. Các phát hiện cho thấy Phương tiện hữu hình, Sự đồng cảm và Năng lực dịch vụ đã tác động tích cực đến Sự hài lòng của người học. Trong số này, Phương tiện hữu hình có tác động tích cực nhất đến Sự hài lòng của người học, tiếp theo là Sự đồng cảm và Năng lực dịch vụ. Trung tâm Dịch vụ và Giáo dục thường xuyên cần tăng cường tối đa trang thiết bị, cơ sở vật chất giảng dạy hiện đại, đồng thời nâng cao chất lượng và thường xuyên đào tạo kỹ năng tiếp thị, giao tiếp cho cán bộ, giảng viên.

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