Factors Influencing Educational Perceived Service Quality In International Programs In Vietnam National University, Ha Noi

Minh Thai Thi and Ngoc Luu Thi Minh ()
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Minh Thai Thi: Vietnam National University, Faculty of Economics and Management, International School
Ngoc Luu Thi Minh: Vietnam National University, Faculty of Economics and Management, International School

A chapter in Proceedings of the International Conference on Emerging Challenges: Sustainable Strategies in the Data-Driven Economy (ICECH 2024), 2025, pp 267-277 from Springer

Abstract: Abstract Research purpose: The research aims at considering the perceived service quality quality of service can be enhanced by concentrating the three determinants with the highest impact from functional quality. The research also suggests critical implications for both managers and researchers in the education sector, particularly in VNU’s international program quality. Research motivation: The sector of services marketing has seen a rise in the importance of service quality. The study proposes an extended model that incorporates crucial service components and permits the evaluation of quality variables. Research design, approach, and method: Data were obtained from 202 students enrolled in the international transnational program at Vietnam National University, Hanoi, via an online questionnaire survey. The process of analysis indicates that the perceived service quality of international programs is positively correlated with Functional quality; Technical quality and University image. Main findings: The perceived service quality quality of service can be enhanced by concentrating the three determinants. Functional quality has the strongest impact on perceived service quality; Technical quality is the second and the slightest one is university image. Practical/managerial implications: Theoretical implications: The research also suggests critical implications for both managers and researchers in the education sector, particularly in VNU’s international program quality. Suggest an expanded SERVQUAL model to analyze service quality and highlight the importance of functional and technical quality.

Keywords: Service quality; Vietnam National University; SERVQUAL; functional quality; technical quality; perceived service quality; university image; Vietnam; Hanoi (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-694-9_18

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DOI: 10.2991/978-94-6463-694-9_18

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