大学服务质量对学生体验,学业成绩和机构忠诚度的影响:越南的一个案例研究
Thi Thuy An Ngo1, Chi Thanh Bui1, Huynh Khanh Long Chau1
1Department of Business Administration, FPT University, Can Tho City, Viet Nam.
Acta psychologica
|September 23, 2025
概括
服务质量方面,如实物,可靠性,保证性和同理心,显著影响学生对越南高等教育的满意度和参与度. 学术成绩是机构忠诚度的最强有力的预测指标,强调了它对大学的重要性.
科学领域:
- 高等教育营销 高等教育营销
- 教育管理的教育管理.
- 学生经验研究 研究 学生经验研究
背景情况:
- 全球各地的大学都在采用以学生为中心的战略来吸引和留住学生.
- 越南的高等教育部门呈现出一个独特的背景,受到文化规范和快速发展的影响.
- 社会交流理论 (SET) 提供了一个理解学生与机构关系的框架.
研究的目的:
- 调查服务质量维度对越南学生满意度,学业成绩和机构忠诚度的影响.
- 调整SERVQUAL框架,以评估越南大学生对服务质量的看法.
- 探索学生满意度和参与度在服务质量和机构忠诚度之间的关系中的调解作用.
主要方法:
- 量化,关联性研究设计.
- 通过在线调查收集了来自越南596名全日制大学生的数据.
- 使用SmartPLS软件分析的部分最小平方结构方程建模 (PLS-SEM).
主要成果:
- 有形性,可靠性,保证性和同理心显著影响了学生的参与度,动机和满意度.
- 响应性没有显著影响学生的参与度.
- 学生的参与和动机积极预测了学业成绩和机构忠诚度.
- 学生的满意度起到了调解者的作用,学术表现是机构忠诚度的最强有力的预测指标.
结论:
- 服务质量维度显著影响越南高等教育学生的成绩.
- 学术成绩对于培养长期的机构忠诚度至关重要.
- 研究结果为旨在增强学生体验和忠诚度的大学提供了实际见解,特别是在越南和类似的环境中.
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