Nguyen Tat Thanh University: Continuously Enhancing the Student Experience Through Student Support Services

With a learner-centered philosophy, Nguyen Tat Thanh University (NTTU) has consistently achieved impressive progress in the quality of its student support services. Survey results for the 2022–2024 period show a steady increase in student satisfaction, demonstrating the University’s ongoing commitment to continuous improvement.

POSITIVE CHANGES REFLECTED IN THE “TELLING NUMBERS”

The consolidated results from the service quality survey reports indicate a clear upward trend. The overall average survey score increased from 3.61 (academic year 2022–2023) to 3.68 (academic year 2023–2024), reaching the level of “Students are satisfied.” In particular, students’ overall assessment of the learning environment reached 3.70, with teaching activities and experiential learning support leading at 3.72.

This improvement was not limited to a single area but occurred consistently across all service groups, from academic affairs and financial services to student life and infrastructure.

OUTSTANDING SERVICE AREAS AND IMPROVEMENT HIGHLIGHTS

1. Service Attitude: From “Support” to “Dedicated Service”

Recognizing that staff attitude is the most important point of contact with students, the University took into account feedback indicating that support services were sometimes inconsistent.

• Improvement initiatives: The University focused on developing a courteous, friendly, and proactive service mindset among staff, encouraging them to actively guide and assist students.
• Results: The indicator “Support service staff are courteous and friendly” increased from 3.69 to 3.72. Notably, the Career Services and Financial Services groups recorded the largest improvement (from 3.63 to 3.72) thanks to clearer and more approachable explanations of tuition fee and scholarship policies.

2. Academic Affairs: Timely and Diverse Support Channels

To address students’ previous concerns about slow response times, NTTU strengthened both its in-person and online support channels.

• Improvement initiatives: The University enhanced the timeliness of responses to student inquiries and accelerated the opening of repeat classes based on demand.
• Results: Both the in-person and online academic support indicators increased from 3.47 to 3.59, while the indicator for opening repeat classes rose from 3.51 to 3.61.

3. Learning Infrastructure and Information Systems: Modern and Connected

The University made significant investments to address issues related to unstable Wi-Fi connectivity and inconsistent teaching equipment.

• Improvement initiatives: A comprehensive network upgrade was carried out, information channels on the University’s website were streamlined to make information easier for students to access, and self-study spaces and restrooms were renovated.
• Results: Indicators for self-study areas as well as classroom equipment such as projectors and microphones each increased by 0.12 points, representing a notable improvement on the five-point Likert scale.

4. Student Life and Extracurricular Activities: Diverse and Vibrant

Recognizing the academic pressures faced by students, NTTU expanded opportunities that help create a balanced campus life.

• Improvement initiatives: The University diversified student clubs and organizations, increased the frequency of cultural, artistic, and sports activities, and upgraded the campus gym.
• Results: Student satisfaction with clubs increased to 3.72, while satisfaction with the gym improved from 3.48 to 3.57.

AFFIRMING QUALITY THROUGH A COMMITMENT TO IMPROVEMENT

The increase in survey scores over the years reflects not only investments in facilities but also the University’s willingness to listen and improve. Since 2022, the University has revised its survey questionnaire to better capture students’ actual experiences. Every open-ended student comment has served as an important basis for reviewing and refining its services.

Although there are still areas that require further improvement as the University’s scale of education continues to expand, its ongoing improvement roadmap and recognition from students themselves demonstrate that student support services at Nguyen Tat Thanh University are strengthening their position and reputation while moving toward sustainable development in the future.

Department of Quality Assurance