RESEARCH ON THE QUALITY OF ADMINISTRATIVE PROCEDURES AND THE SATISFACTION OF FOREIGN LANGUAGE STUDENTS: A TYPICAL STUDY AT THE SCHOOL OF FOREIGN LANGUAGES – THAI NGUYEN UNIVERSITY

Abstract
The research studies the quality of administrative procedures and the satisfaction of foreign language students at the School of Foreign Languages – Thai Nguyen University. The data was collected from a questionnaire survey of 418 students. The methods of EFA (Exploratory Factor Analysis) and SEM (Structural Equation Modeling) were deployed to determine categories of affective factors. The findings revealed that 75.26 percent of students were content with the quality of administrative services and procedures. Four factors found to affect 78.6 percent of students’ satisfaction were reception service, information provision, processing results, and administrative procedures. These findings can be used as the foundation for the School in the reformation of administrative procedures, improving the quality assessment of administrative services and procedures.
Key words: Administrative Procedures Reformation (APR), Administrative Procedures (RP), Service Quality, Satisfaction, Education Service.
JEL classification: I2, I25.

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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373