THE RELATIONSHIP BETWEEN SERVICE QUALITY WITH STUDENT SATISFACTION: A STUDY AT THE TRAINING DEPARTMENT OF DALAT COLLEGE

Abstract

The study adopts a mixed-methods approach, combining qualitative research for scale development and quantitative analysis for model testing. Data were collected through a structured survey administered to learners at Dalat College, and analyzed using SPSS version 20. The multiple linear regression results reveal that the following factors have statistically significant and positive impacts on student satisfaction with the services provided by the Training Department: Administrative Procedures (β = 0.113), Tangibility (β = 0.119), Work Processing Efficiency (β = 0.135), Staff (β = 0.233), and Accessibility to Educational Services (β = 0.384). Among these, Accessibility to Educational Services emerges as the most influential predictor, while Administrative Procedures have the weakest effect within the proposed model. Beyond empirically validating components derived from theoretical service quality frameworks, the study also proposes managerial implications for higher education institutions. These findings offer practical guidance for policy development aimed at enhancing the quality of administrative services within the Training Department of Dalat College.