Factors Infuencing Student Satisfaction with the Quality of Training Services at FPT Swinburne Vietnam Affiliated Center, Hanoi Campus

Researching student satisfaction is one of the important tasks of educational organizations in order to devise training service strategies to meet learners’ demands. The study aims to clarify the factors that influence student satisfaction with the quality of training services at Swinburne Vietnam Hanoi campus. Using the SERVPERF model with 5 criteria: Reliability, Assurance, Empathy, Responsiveness and Tangibility, this research investigates if these five factors impact student satisfaction with the quality of training services. Data were collected from a survey of 210 students from first year to final year at Swinburne Vietnam Hanoi campus. Research results have shown that 4 factors affect student satisfaction with the quality of training services, including: reliability, assurance, empathy and responsiveness while tangible negatively influences student satisfaction.