Exploring the impact of support service on student satisfaction: The case of Vietnam higher education

Nguyen Tan Luong () and Nguyen Ngoc Thong
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Nguyen Tan Luong: Ho Chi Minh City Open University, Vietnam
Nguyen Ngoc Thong: Ho Chi Minh City Open University, Vietnam

HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - SOCIAL SCIENCES, 2021, vol. 11, issue 2, 138-152

Abstract: This study was conducted to assess the factors that affect students’ satisfaction with support services provided by universities in Vietnam. Research results show that five factors related to library services (TV), food service (CT), financial support (TC), support from departments (PB), and extracurricular activities (NK) have affected student satisfaction (HL). Research methods used in this study are Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equations Modeling (SEM). Participants of questionnaires include 1,687 students studying at Vietnamese universities. SEM results show that the level of positive impact varies between components to student satisfaction. In addition, multi-group analysis results also affirmed the difference in characteristics of schools (public, private) and geographic areas (northern, central, and southern areas) between the research models’ relationships.

Keywords: confirmatory factor analysis; exploratory factor analysis; higher education; support service; students’ satisfaction; structural equations modeling (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:bjw:socien:v:11:y:2021:i:2:p:138-152

DOI: 10.46223/HCMCOUJS.soci.en.11.2.2051.2021

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