An Investigation into the faculty of foreign languages’ senior satisfaction towards online learning at Banking Academy

GRADUATION THESIS

AN INVESTIGATION INTO THE FACULTY OF FOREIGN

LANGUAGES’ SENIOR SATISFACTION TOWARDS

ONLINE LEARNING AT BANKING ACADEMY

Student: Nguyen Phuong Nhat Linh

Student ID: 20A7510107

Class: K20ATCB

Supervisor: Ms. Duong Thi Thanh Hoa (M.A)

Hanoi, May 2021

BANKING ACADEMY OF VIETNAM

FACULTY OF FOREIGN LANGUAGES

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CERTIFICATE OF ORIGINALITY

I declare that the graduation thesis entitled “An Investigation into the Faculty of

Foreign Languages’ Senior Satisfaction towards Online Learning at Banking

Academy” is the work conducted by me under the guidance of Ms. Duong Thi Thanh

Hoa.

The results from the work belong to my research. The contributing information

derived from other sources is entirely cited and mentioned in the thesis reference.

Signature

Nguyen Phuong Nhat Linh

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ACKNOWLEDGEMENTS

“Great things are never done by one person.” This part is for those who side by side

supported, contributed their efforts, and gave me strength to accomplish the work,

whether directly or indirectly.

My sincere thanks go to my supervisor and my teacher, Ms. Duong Thi Thanh Hoa.

She is the first person to convey knowledge of how to do a research proposal to me.

Her deep knowledge, detailed guidance, kind comments, and enthusiastic support are

the main factors building the backbone of the study.

Besides, I would like to express my deep gratitude to the lecturers of the Faculty of

Foreign Languages for all the lessons I learned from them throughout 4 years of

university.

Further thanks must go to my parents. All their silent sacrifices and tons of efforts to

finish their hard daily duty, which is being a parent, are deserved to be recognized by

the world.

And for all of my beloved friends that I was fortunate to meet during my university

years, thank you for being a beautiful part of my life. Because of you, every day at

school was a delightful and memorable day. I hope you will succeed in whatever path

you choose and live the happiest life.

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TABLE OF CONTENTS

ACKNOWLEDGEMENTS ............................................................................................ii

TABLE OF CONTENTS ...............................................................................................iii

LIST OF ABBREVIATIONS ......................................................................................... v

LIST OF TABLES ......................................................................................................... vi

LIST OF FIGURES.......................................................................................................vii

LISTS OF APPENDIX.................................................................................................viii

ABSTRACT .................................................................................................................... 1

CHAPTER 1: INTRODUCTION.................................................................................... 2

1.1 Introduction ................................................................................................................................2

1.2 Background of the study .........................................................................................................3

1.3 Objectives of the study............................................................................................................5

1.4 Significance of the study.........................................................................................................5

1.5 Scope and limitation of the study .........................................................................................5

1.6 Definition of terms....................................................................................................................6

CHAPTER 2: REVIEW OF RELATED LITERATURE ............................................... 7

2.1 Literature Review .....................................................................................................................7

2.1.1 Online learning ................................................................................................7

2.1.2 Student satisfaction..........................................................................................9

Figure 1: The SERVQUAL Model................................................................................ 11

Figure 2: Factors determining student satisfaction based on related studies ................ 12

2.2 Proposed Conceptual framework........................................................................................14

Figure 3: Factors determining the satisfaction of the Faculty of Foreign Languages’

seniors towards online learning with Report Writing at Banking Academy framework14

CHAPTER 3: RESEARCH METHODOLOGY........................................................... 16

3.1. Locale of the study ................................................................................................................16

3.2. Research Design.....................................................................................................................16

3.3. Data gathering procedure.....................................................................................................16

3.4. Population and Sample description...................................................................................17

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3.5. Research Instrument..............................................................................................................18

3.6. Statistical Treatment .................................................................................. 20

3.7. Reliability and Validity........................................................................................................23

CHAPTER 4: FINDINGS AND DISCUSSION........................................................... 25

4.1 Findings and Discussion of Lecturer – Teaching...........................................................25

4.2 Finding and Discussion of Lecturer – Feedback ............................................................31

4.3 Findings and Discussion of Training Program – Subject.............................................34

4.4 Findings and Discussion of Training Program - Examinations..................................39

4.5 Findings and Discussion of Facilities - Learning Materials........................................42

4.6 Findings and Discussion of Facilities - Online Learning Platforms.........................45

4.7 Findings and Discussion of Overall Satisfaction ...........................................................50

CHAPTER 5: CONCLUSION AND RECOMMENDATIONS................................... 53

5.1. Summary of findings ............................................................................................................53

5.2 Conclusion ................................................................................................................................54

5.2.1 The Lecturer factor ........................................................................................54

5.2.2 The Training Program factor .........................................................................55

5.2.3 The Facilities factor.......................................................................................55

5.2.4 The Overall Satisfaction factor......................................................................56

5.3 Recommendations...................................................................................................................56

Appendices .................................................................................................................... 63

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LIST OF ABBREVIATIONS

Abbreviation Meaning

AFTA ASEAN Free Trade Area

APEC Asia-Pacific Economic Cooperation

ASEAN Association of Southeast Asian Nations

ASEM Asia–Europe Meeting

IELTS International English Language Testing System

MOET Ministry of Education and Training

SPSS Statistical Package for the Social Sciences

TPP Trans-Pacific Partnership

WTO World Trade Organization

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LIST OF TABLES

Table 3.1: Construction of the questionnaire ................................................................ 19

Table 3.2: Data From The Questionnaire Coding Frame .............................................. 23

Table 4.1 Reliability Scale of Lecturer - Teaching ....................................................... 25

Table 4.1.1 - Students' evaluation of Lecturer - Teaching ........................................... 26

Table 4.1.2 - Students' evaluation of Lecturer - Teaching ........................................... 28

Table 4.2 Reliability Scale of Lecturer - Feedback....................................................... 31

Table 4.2.1 - Students' evaluation of Lecturer - Feedback........................................... 33

Table 4.3 Reliability Scale of Training Program – Subject .......................................... 34

Table 4.3.1 - Students' evaluation of Training Program - Subject ............................... 36

Table 4.4 Reliability Scale of Training Program - Examinations................................. 39

Table 4.4.1 - Students' evaluation of Training Program - Examinations..................... 40

Table 4.5 Reliability Scale of Facilities - Learning Materials ...................................... 42

Table 4.5.1 - Students' evaluation of Facilities - Learning Materials .......................... 43

Table 4.6 Reliability Scale of Facilities - Online Learning Platforms.......................... 45

Table 4.6.1 - Students' evaluation of Facilities - Online Learning Platforms.............. 47

Table 4.7 Reliability Scale of Overall Satisfaction ....................................................... 50

Table 4.7.1 - Students' evaluation of Overall Satisfaction ........................................... 51

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LIST OF FIGURES

Figure 1: The SERVQUAL Model................................................................................ 11

Figure 2: Factors determining student satisfaction based on related studies ................ 12

Figure 3: Factors determining the satisfaction of the Faculty of Foreign Languages’

seniors towards online learning with Report Writing at Banking Academy framework14