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

Author

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  • Nguyen Tan Luong

    (Ho Chi Minh City Open University, Vietnam)

  • Nguyen Ngoc Thong

    (Ho Chi Minh City Open University, Vietnam)

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.

Suggested Citation

  • Nguyen Tan Luong & Nguyen Ngoc Thong, 2021. "Exploring the impact of support service on student satisfaction: The case of Vietnam higher education," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - SOCIAL SCIENCES, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 11(2), pages 138-152.
    • Handle: 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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