Chất lượng dịch vụ đào tạo từ góc độ sự hài lòng của sinh viên: Một nghiên cứu tổng quan

Tóm tắt

As Vietnamese higher education faces pressure to innovate management practices and improve training quality to meet socio-economic development needs, there is an increasing focus on researching training service quality, particularly from the perspective of student satisfaction. This study systematically reviews literature on university training service quality in Vietnam from 2019 to 2024, following the PRISMA screening process. A total of 35 scientific works were selected for in-depth analysis. The findings highlight three significant trends: (1) There has been a shift from using SERVQUAL/SERVPERF models to education-specific models such as HEdPERF and HEISQUAL, along with a trend toward localization; (2) The quality of lecturers, training programs, and facilities consistently impacts student satisfaction, though the significance of each factor varies based on context; (3) Satisfaction levels significantly differ among student groups, influenced by academic year, type of institution (public vs. private, autonomous), and mode of training. Additionally, the review identifies a notable research gap in national surveys and longitudinal studies. It also points out limitations in linking assessment results to tangible quality improvement measures. The insights gained from this research provide scientific evidence for managing higher education quality in Vietnam and suggest potential directions for future research.