Exploring the impact of support service on student satisfaction: The case of Vietnam higher education

Abstract

This study was conducted to assess the factors that affect students’ satisfaction with support services provided by universities in Vietnam. Research results show that five factors related to library services (TV), food service (CT), financial support (TC), support from departments (PB), and extracurricular activities (NK) have affected student satisfaction (HL). Research methods used in this study are Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equations Modeling (SEM). Participants of questionnaires include 1,687 students studying at Vietnamese universities. SEM results show that the level of positive impact varies between components to student satisfaction. In addition, multi-group analysis results also affirmed the difference in characteristics of schools (public, private) and geographic areas (northern, central, and southern areas) between the research models’ relationships.