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Department of Business and Administration, Shu-Te University

The Study of Service Quality and How It Influences Student Satisfaction in Phuong Dong College


Student: Võ Thị Diệu Quỳnh


Advisor: Dr. Yi-Feng Yang Co-Advisor: Dr. Nguyen Hiep



At Phuong Dong College, we strive to provide the best possible service to our student. And this is the key to our success. Over the past two years, we have achieved tremendous results. The student population has increased from 350 to 1000 students. Furthermore, we have gotten approved to open school of medicine and school of sport. Even though, the positive results are undeniable. We still know very little about the actual service quality as well as student satisfaction of Phuong Dong College. In this study, we conduct a quantitative research using the five dimensions of Parasuraman's SERVQUAL (Tangles, Reliability, Responsiveness, Assurance, and Empathy).


At the end of this research, we will learn if the educational system and the teaching method in Vietnam would be compatible with Parasuraman's SERVQUAL dimensions. If they do, we will learn about the true value of service quality and student satisfaction at Phuong Dong College.

Key words: Service quality, student satisfaction, Parasuraman's SERVQUAL dimensions, private college, private institution, Phuong Dong College.

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