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Training Service Quality and its Effects on Student Satisfaction: Case of a Vietnam University

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  • Pham Thi Lien

Abstract

This research attempts to evaluate training service quality and its effects on student satisfaction in an educational organization in Vietnam. The study applies SERVQUAL model and uses data collected from the questionnaire survey with 105 responses to test the effects of training service quality on student satisfaction. As a result, five variables (including Empathy, Assurance, Tangibles, Reliability and Responsiveness) have influential relationship with student satisfaction in the linear regression analysis. The paper also gives some recommendation for the University to improve its training quality and to enhance student satisfaction level.

Suggested Citation

  • Pham Thi Lien, 2017. "Training Service Quality and its Effects on Student Satisfaction: Case of a Vietnam University," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(4), pages 99-110, April.
    • Handle: RePEc:hur:ijarbs:v:7:y:2017:i:4:p:99-110
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