Establishing a model of the factors affecting the quality of educational services: A case study of Hanoi University of Mining and Geology

Abstract

The study built a model of factors affecting educational service quality
based on the assessment of student satisfaction. The theoretical model is
drawn from domestic and foreign authors and has been adjusted to suit
the research context. The results are collected from 886 surveys with fulltime students from the faculties of Hanoi University of Mining and
Geology, which showed that the quality of educational services of Hanoi
University of Mining and Geology is derived by the factors such as (1)
Quality of Lecturer, (2) Quality of staff, (3) Support services, (4) Training
program, (5) Facilities. The results of the paper also show that there is a
difference between students of other faculties, but there aren’t differences
in the genders, courses, and performances in the assessment of
educational service quality. From these results, the study has proposed
recommendations to improve the quality of educational services at this
University in order to: satisfy student satisfaction, improve the image of
the University, collect attract learners in the recruitment process