Business Decision Making

FPT School of businessFPT School of business

Scenario 2: As a student in FPT School of Business, you are in charge of conducting a survey to find out students satisfaction on the provided services in FSB (infrastructure, library, students services). You can choose one of the mentioned aspects. The results will be used to improve the service quality in FSB.FSB SCHOOL OF BUSINESSHo Thi Thanh van2015Business Decision Making

ContentsIntroduction3I.Create a plan for the survey31.Primary and secondary data32. Present the survey methodology43.Design a questionnaire for your purpose.4II.Analyze data result7III.Conclusion25Bibliography27

IntroductionSurvey is one of the most useful way to know about level satisfy of customer to adjust myself for them to compete and develop. And with the same reason, it is very necessary for FSB to aware about satisfy of students in the newly established time. This report will is the result of students satisfaction on the library services in FSB survey. From it, FSB can find the strengths and weakness to adjust and have a good plan to grow.

I. Create a plan for the survey

1. Primary and secondary dataIn the first, to have a good survey and result, it is necessary to create a plan for collection. And here is overview of the survey. I do choice use primary data but not secondary data for the survey because with my resource, and some reasons, secondary is very hard for me to collected: The students satisfaction on the provided library services in FSB subject of the survey may be show that students are satisfied or not. If the dissatisfy of student is widespread, it will effect not well for FSB. There for, students satisfaction on the provided library services in FSB is very hard to find it on internet or available survey result. For primary data, my survey concludes 13 questions and is opened in two days. Because of limited time, I have collected 41 responses in those two days: 26 responses in the first day, 15 responses in second day. And to make the survey is more richness, and have a good result, the survey was designed with many kinds question as multiple choice, matrix/rating scale, single textbox, etc. The questions have created and arranged logically. In the first part of the survey, I used both of numerical and categorical for questions. But in the last part of it, categorical was choice for the opened question: Do you have other comments about FPT FSB library services? to collect all the opinion of students. Questionnaire is about quality of library, quantity and quality of books, attitude of librarians and wifi, etc. And in the next two days, I started to analyze. Internal source also is used because in my idea it is the best way for my resource and the purpose of survey. FSB just can develop and become the best school teaching business if their students become successful in the future and satisfy them through their studying time. Furthermore, internal source or the students who are learning in FSB is the customers of library. So that I choice use internal source instead of external source.2. Present the survey methodologyQuasi-random sampling methodology is choiced for my online questionnaire survey. There are so many students in FSB. It is very hard to use population methodology for me. With my relationship and my limited resource, I decide to invite 50 people for my survey. Because not all 50 people I have invited can have enough time and resource to answer the survey, I plan to invite 50 students to collect about 40 students. And the result is 41 collected responses. The survey has 14 questionnaire and be opened in 2 days. In 50 students, I would like survey all first year, the second year, three year and the four year students. For each studying in FSB one year or four years have a different experienced time, they can have variously satisfied level. It is one of reason why I decide to survey all of all the first year, the second year, three year and the four year students to have attributed result. And with using online survey method in https://www.facebook.com/l.php?u=https%3A%2F%2Fwww.surveymonkey.com%2Fs%2F83HGRNQ&h=dAQEHCZh2 , it is easier for me to collect and analysis all of responses.3. Design a questionnaire for your purpose.

The object of the survey I choiced is students satisfaction on the provided library services in FSB. For making a good impression with responder and do not give them acknowledge of the survey, I have written a greeting and overview of it and my purpose: It is very great for me when you have used your valuable time and resource to complete the survey. I would like to introduce you about the objection. The survey is about students satisfaction on the provided library services in FSB. It is very important. It is not only help FSB can aware their position, but it also help me a lot to complete my exercise. Thank you very much for your time. The survey concludes 14 questions was designed logically. There are many of question kinds like multiple choice, yes-no question, rating scale, open-end questions, to collect suitable data for analysis. At the first, Id like to give gender, how long have you leant in FSB? question to classify what kind of student intent to satisfy about FSB more. At the second, I designed to come the main question like the satisfaction level of library at question 3. Then, question 4 is about how is a library service important for learning and your satisfaction level of FPT University-FSB? help to support the question 3. Through it, we can see how library is important and we must notice on it in what level. At the third, there are some detail questions has create to identify the detail student satisfy. Such as quantity and quality of books, attitude of librarian and wifi. By the way, it can be find the strength and weakness of FSB library. At the last, open-end question has purpose more understanding the reason of answers above.Question numberQuestionsAnswers

1Gender

Female Male

2How long have you learn in FSB?

One year Two years Three years Four years

3Your satisfaction level of FPT-FSBlibrary is:

(1) Completely dissatisfaction (2) A little dissatisfaction (3) Neutral (4) A little satisfaction (5) Completely satisfaction

4As you, how is a library service important for learning and your satisfaction level of FPT University-FSB?

(1) Completely unimportant (2) Not very important (3) Neutral (4) A little important (5) Completely important

5Quality of books are:

(1) Very bad (2) Below average (3)Average (4) Fairly good (5) Very good

6The level of richness of books in the library is:

(1) Very low (2) low (3) Neutral (4) High (5) Very high

7What kind of books do you want to add in the library?(You could select more than one item)

Majors reference book Social-Science book Economic and investment - stock book Skills - living art book Beautify book Story, novel

8Attitude of the librarians are:

(1) Bad (2) Neutral (3) Good

9How do you assess the quality of space and facilities of library?

(1) Very bad (2) Below average (3) Neutral (4) Fairly good (5)Very good

10If you do not satisfy with the space and facilities of the library, What are the factors that have made it?

Temperature Small space and noisy Number of sockets Light

11Compared to your needs, the current quality wifi is:

(1) Bad (2) Neutral (3) Good

12As you, Is quality of wifi important?

Yes No

13If it was allow upgrade, What the following services would you wish to upgrade:( You could select more than one item) Quality and quantity of books Stafflibrarian Space and facilitieslibrary Wifi

14Do you have any other comments about library services FPT University - FSB?

(Fill in the blank)

II. Analyze data resultTable below is the detail result of the survey I have performed and opened in two days. I have tried to show it to become essay to understand with my capacity. Q1Q2Q3Q4Q5Q6Q8Q9Q11

114/1/2015Female2 years5243331

214/1/2015Male2 years3431241

314/1/2015Female2 years5452242

414/1/2015Female2 years4331131

514/1/2015Male2 years3453341

614/1/2015Male2 years5454352

714/1/2015Female2 years5342111

814/1/2015Female2 years3253121

914/1/2015Male1 years4453341

1014/1/2015Female2 years5242142

1114/1/2015Male2 years3331231

1214/1/2015Male2 years3222231

1314/1/2015Female1 years3353232

1414/1/2015Female1 years3233242

1514/1/2015Male2 years4433342

1614/1/2015Female2 years5124342

1714/1/2015Male2 years2342231

1814/1/2015Male2 years2433243

1914/1/2015Female2 years3333242

2014/1/2015Female2 years2243111

2114/1/2015Female2 years3333232

2214/1/2015Female1 years5332131

2314/1/2015Male3 years2222231

2414/1/2015Male2 years1234331

2514/1/2015Female2 years5353243

2614/1/2015Male3 years4433231

2715/1/2015Female2 years3422233

2815/1/2015Female4 years5241222

2915/1/2015Male2 years3343241

3015/1/2015Male2 years5544342

3115/1/2015Male2 years5554352

3215/1/2015Female2 years5443232

3315/1/2015Female2 years4443341

3415/1/2015Male2 years3432231

3515/1/2015Male1 years5344231

3615/1/2015Male3 years3442221

3715/1/2015Male2 years3342242

3815/1/2015Male1 years5443122

3915/1/2015Male4 years5442242

4015/1/2015Male2 years3333241

4115/1/2015Female1 years4553241

Through collected data from the survey, I have performed some analysises to understand better about it like calculating the measures of dispersion: standard deviation and variance. To convenience, I used Real Statistics add-in in Excel for calculation. And it has given me a good result:Question number 1For having feature result for all, I chose survey balancing both female and male.What is your gender?

Response TotalResponse Percent

1Male2048.78%

2Female2151.22%

Chart of genderQuestion 2The 1th students, 2th students or four students have variously experience time study in FSB. Maybe when learning in FSB for 4 years, it gives the 4th student the trouble that 1th students have no received. Therefore, satisfaction level of them able is different. But because of my limited resource, I just can survey almost 2th students. It maybe effect a little for the result, but the result also is believed.How long have you learn in FSB?

Response percentResponse total

One year14.63%6

Two years70.73%29

Three years9.76%4

Four years4.88%2

Question 3Your satisfaction level of FPT-FSBlibrary is:

Response percentResponse total

1Completely dissatisfaction2.44%1

2A little dissatisfaction21.95%9

3Neutral31.71%13

4A little satisfaction31.59%15

5Completely satisfaction7.32%3

Chart of students satisfy level about FPT-FSBlibraryxf (Frequency)x*f

Percentage Point (%)

1115.0352.44%

29181.54721.95%

313390.05931.71%

415600.57231.59%

53153.0847.32%

Total4113310.3

The mode of the question is A little satisfaction but the percent of total dissatisfaction is not small (24.39%). Mean and median is the right of Mode, it shows that it is Negatively skewed distribution. Question 4This is the important and maintain question. And look at the table and chart below, we can found that there are 51.22% students think library service is important for learning, and it effect to their satisfaction level; 36.59% students are neutral, and just only 12.2% student think it is not important. Through the result it is very necessary for FSB to notice for library service. As you, how is a library service important for learning and your satisfaction level of FPT University-FSB?

Response percentResponse total

1Completely unimportant2.44%1

2Not very important9.76%4

3Neutral36.59%15

4A little important14.63%6

5Completely important36.59%15

Chart of important level of studentss satisfaction for FSB libraryxf (Frequency)x*f

Percentage Point (%)

1118.8072.44%

2483.8729.76%

35150.93736.59%

46240.00114.63%

515751.06636.59%

Total3112314.68

FSB is one of the most schools of business that have highest tuition. Since place, building and even facilities of library effect not small to FSB image and have ability to attract students. It gives them a thing that everything in FSB must excellent value for the money they spend. And according to the result, mode of the question is satisfaction. It is good for FSB to maintain that position in their student hearts, or change trouble to grow.

Question 5The purpose of the question is knowing about the assess of student for small library service item. A big good service comes from many small good services.Quality of book are:

Response percentResponse total

1Very bad0%0

2Below average9.76%4

3Average31.71%13

4Fairly good36.59%15

5Very good21.95%9

Chart of quality of booksxf (Frequency)x*f

Percentage Point(%)

1007.330%

2482.9159.76%

313390.531.71%

415600.08636.59%

59451.67121.95%

Total4115212.5

The mode of the question is Fairly good. It likes almost student assess quality of books are good (58.54%). And nobody think quality of books is very bad. Student has assessed quality of books high. It is good job.Question 6:Like question 5, the purpose of question 6 is the same. The level of richness of books in the library is:

Response percentResponse total

1Very low9.76%4

2Low29.27%12

3Neutral46.34%19

4High14.63%6

5Very high0%0

Pie Chart of studentss richness level for books in the libraryxf (Frequency)x*fPercentage Point(%)

1442.7519.76%

212240.43429.27%

319570.11746.34%

46241.814.63%

5005.4820%

Total4110910.58

According to the table and chart below, it is Normal distribution. A large of number student think the level of richness of books in the library is neutral.And the next, question 7 purpose is suporting for question 6 detail. From the question 7, FSB can find the interest, the wish for what kind of book they want to read. Then they have able to adjust to be appropriate with student. Look at the chart, Majors reference book is the kind of book that students have highest wish to read. Almost FSB student are learning business. It effects not small for student interest read and their behavior: The kind of book like economic and investment, and skills living art book also have high percent choice. However, percent of story, novel is high too because of entertainment demand. What kind of books do you want to add in the library?

Question 8:Attitude of the librarians are:

Response percentResponse total

1Bad14.63%6

2Neutral58.54%24

3Good26.83%11

Pie Chart of attitude of the librariansxf (Frequency)x*fPercentage Point(%)

1661.25914.63%

224480.01558.54%

311330.77126.83%

Total41872.045

And CS >1, it is Normal distribution and all most of student assess the attitude of librarian is normal.Question 9How do you assess the quality of space and facilities of library?

Response percentResponse total

1Very bad4.88%2

2Below average9.76%4

3Neutral36.59%15

4Fairly good43.90%18

5very good4.88%2

xf (Frequency)x*fPercentage Point(%)

1225.4824.88%

2481.89.76%

315450.11736.59%

418720.43443.90%

52102.7514.88%

Total4113710.58

We can found that the Mean and median is the right of Mode, it shows that it is Negatively skewed distribution. The mode of the question is fairly good. And the second item that has high percent is neutral. They assess the quality of space and facilities of library are high.If compare with other schools and current living standards of Vietnamese people, quality of space and facilities of library is better than them. There are conditionings to ensure the temperature is always the most comfortable, light relatively reasonable, furniture quality is relatively good, and elevator in FSB School. However, library has some defect that cannot deny that is library space is small. Some students in FSB have behavior to study and create group meeting in library. Therefore, sometime there are many student in library, and it make pace become noise and give student in there a little uncomfortable. It is reason why the assess the quality of space and facilities of library was assess high, but some student also not satisfy about library.Question 11:Compared to your needs, the current quality wifi is:

Response percentResponse total

1Bad53.66%22

2Neutral39.02%16

3Good7.32%3

xf (Frequency)x*fPercentage Point(%)

122220.28853.66%

216320.21539.02%

3392.1427.32%

Total41632.644

CS< - 1, < 1, it is Negative skewed distribution. A number of students think that wifi is bad is the largest. And just a little student feel wifi in FSB is good. FSB is deal with some trouble that is very hard to resolve. Although the tuition is high, FSB also has many domains to spend money. Such as faculty salaries are very high because they are the great teacher having a high degree; electricity, air-conditioning, building, staff, etc. So that, for reducing cost and rising the profit, FSB decide to cut down the cost that is not necessary like wifi quality. Wifi quality in FSB is just strong enough into small size website. It loads film, and video very slow. And it is the reason why student do not satisfy for the wifi quality. In the next question (question 12) has purpose to identify the important of wifi. And the answer that chart showed is yes.

In the question 13, it showed what items student want to change student servicer the most in FSB library.If it was allowing upgrade, What the following services would you wish to upgrade:

III. ConclusionIn summary, FSB library is quite good and student quite satisfy about it: The quality of books is quite good. It is not deny that in FSB library, there are good quality books the famous and best seller books like: Never it alone, Who cover your back, The godfather Asia, New moon or the specialized books that having high cost. It is very good for FSB to continue maintain the quality of books and develop it. The level of richness of books in library was assessed almost in neutral level and low level. One of many reasons is the quality of books is high, high cost, so FSB have no ability to buy so much books. It is the limit of FSB. However, FSB can raise the quantity of book in library by telling to play a charity by books, money or have some revenues from someone who do not follow the FSB regulations. Attitude of the librarians was assessed almost in neutral and a little in bad. The bad assess maybe come from work pressure, family pressure makes them feel stress and sometime have a positive attitude. Whatever reasons are, it is also not good. FSB should provide it by some ways like making feedback to cognitive and change the attitude of the librarians early and set encouragement and reminders in some cases.

However, FSB still have some problem about noise, small space, noise, number of sockets is low and wifi. We can deal for noise in Library by create some policy and punishments. Students generally quite satisfied FSB school library services. That is a good sign for the FSB criteria and their activities during the past.

BibliographyDeborah J. Rumsey, P. (n.d.). Types of Statistical Data: Numerical, Categorical, and Ordinal. Retrieved from http://www.dummies.com/how-to/content/types-of-statistical-data-numerical-categorical-an.htmlMedia, L. (2013). Business essentials - business decision making.

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