Vietnamese students’ expectations for and experiences of Finnish Universities of Applied Sciences’ study programmes and schools
Le, Nhi (2019)
Le, Nhi
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019102820320
https://urn.fi/URN:NBN:fi:amk-2019102820320
Tiivistelmä
The purpose of this thesis is to study Vietnamese students’ expectations for and expe-riences of Finnish Universities of Applied Sciences (FUAS)’ educational services es-pecially in the area of study programmes and schools. And, hopefully FUASs can uti-lize the study’ results in further developing their education offerings.
In the research, different concepts such as customer’s expectations, service quality, customer’s satisfaction and dissatisfaction, customer’s expectation management, cus-tomer’s experiences and customer experience management (CEM) are studied to build a foundation for the study. At the same time, author discusses the importance of considering those matters in educational service business. The empirical part of the thesis is carried out by the means of a survey. The results were used in studying what Vietnamese students expect from FUASs’ study programmes and the schools as well as their experiences there.
The thesis utilized deductive approach with both quantitative and qualitative research methods. The study is supported by primary and secondary data sources. The primary data were gathered from an online survey with Vietnamese-student participants who are studying or studied at FUASs. The secondary sources were collected from recent research, reliable books, literature, articles which were relevant to the topic.
The study results show that Vietnamese students’ expectations for FUASs are mostly fuzzy and implicit. On the other hand, there is lack of correct understanding between what FUASs offer and what Vietnamese students expect. Therefore, the author has suggestions to link expectations and offerings between Vietnamese students and FU-ASs more effectively.
In the research, different concepts such as customer’s expectations, service quality, customer’s satisfaction and dissatisfaction, customer’s expectation management, cus-tomer’s experiences and customer experience management (CEM) are studied to build a foundation for the study. At the same time, author discusses the importance of considering those matters in educational service business. The empirical part of the thesis is carried out by the means of a survey. The results were used in studying what Vietnamese students expect from FUASs’ study programmes and the schools as well as their experiences there.
The thesis utilized deductive approach with both quantitative and qualitative research methods. The study is supported by primary and secondary data sources. The primary data were gathered from an online survey with Vietnamese-student participants who are studying or studied at FUASs. The secondary sources were collected from recent research, reliable books, literature, articles which were relevant to the topic.
The study results show that Vietnamese students’ expectations for FUASs are mostly fuzzy and implicit. On the other hand, there is lack of correct understanding between what FUASs offer and what Vietnamese students expect. Therefore, the author has suggestions to link expectations and offerings between Vietnamese students and FU-ASs more effectively.