FPT SCHOOL OF BUSINESS

nducting a survey to find out students satisfaction on the provided services in FSB (infrastructure, library, students services). Y

FSB SCHOOL OF BUSINESS

FPT SCHOOL OF BUSINESS

Contents
Introduction.................................................................................................................................3
I.

Create a plan for the survey................................................................................................3

1.

Primary and secondary data............................................................................................3

2. Present the survey methodology.........................................................................................4

3.

Design a questionnaire for your purpose........................................................................4

II. Analyze data result..............................................................................................................7

III.

Conclusion.....................................................................................................................25

Bibliography.............................................................................................................................27

FPT SCHOOL OF BUSINESS

Introduction
Survey 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 data
In 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.

FPT SCHOOL OF BUSINESS

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 methodology

Quasi-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
4

FPT SCHOOL OF BUSINESS

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, openend 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.
Questio

Questions

Answers

n
number
1
Gender
2

How long have you learn in FSB?

Your satisfaction level of FPT-FSB library

Female
Male

One year
Two years
Three years
Four years
(1) Completely

dissatisfaction
(2) A little

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

satisfaction
(1) Completely

is:

As you, how is a library service important

for learning and your satisfaction level of

FPT SCHOOL OF BUSINESS

FPT University-FSB?

Quality of books are:

The level of richness of books in the library

is:

What kind of books do you want to add in

the library?
(You could select more than one item)

Attitude of the librarians are:

How do you assess the quality of space and

facilities of library?

10

If you do not satisfy with the space and

facilities of the library, What are the factors
that have made it?

11

Compared to your needs, the current quality

wifi is:

12

As you, Is quality of wifi important?

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

important
(1) Very bad
(2) Below average
(3)Average
(4) Fairly good
(5) Very good
(1) Very low
(2) low
(3) Neutral
(4) High
(5) Very high
Majors reference book
Social-Science book
Economic and

investment - stock book

Skills - living art book
Beautify book
Story, novel
(1) Bad
(2) Neutral
(3) Good
(1) Very bad
(2) Below average
(3) Neutral
(4) Fairly good
(5)Very good
Temperature
Small space and noisy
Number of sockets
Light

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

Yes
No
6

FPT SCHOOL OF BUSINESS

13

If it was allow upgrade, What the following

Quality and quantity of

books
Staff librarian
Space and

services would you wish to upgrade:

( You could select more than one item)

14

facilities library
Wifi
(Fill in the blank)

Do you have any other comments about

library services FPT University - FSB?

II. Analyze data result

Table 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.

1
2
3
4
5
6
7
8
9
10
11
12

14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5

Q1

Q2

Q3

Q4

Q5

Q6

Q8

Q9

Q11

Female

2 years

Male

2 years

Female

2 years

Female

2 years

Male

2 years

Male

2 years

Female

2 years

Female

2 years

Male

1 years

Female

2 years

Male

2 years

Male

2 years

1
7

FPT SCHOOL OF BUSINESS

13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35

14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
14/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5

Female

1 years

Female

1 years

Male

2 years

Female

2 years

Male

2 years

Male

2 years

Female

2 years

Female

2 years

Female

2 years

Female

1 years

Male

3 years

Male

2 years

Female

2 years

Male

3 years

Female

2 years

Female

4 years

Male

2 years

Male

2 years

Male

2 years

Female

2 years

Female

2 years

Male

2 years

Male

1 years

1
8

FPT SCHOOL OF BUSINESS

36
37
38
39
40
41

15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5
15/1/201
5

Male

3 years

Male

2 years

Male

1 years

Male

4 years

Male

2 years

Female

1 years

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 1
For having feature result for all, I chose survey balancing both female and male.
What is your gender?
Response Total

Response Percent

Male

20

48.78%

Female

21

51.22%

FPT SCHOOL OF BUSINESS

female

male

47.00%

48.00%

49.00%

50.00%

51.00%

52.00%

Chart of gender
Question 2
The 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 4 th 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 percent

Response total

One year

14.63%

Two years

70.73%

29

Three years

9.76%

Four years

4.88%

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FPT SCHOOL OF BUSINESS

Chart of the time students learning in FSB

80.00%
70.00%
60.00%
50.00%
Axis Title 40.00%
30.00%
20.00%
10.00%
0.00%

one year

two years

three years

four years

Question 3
Your satisfaction level of FPT-FSB library is:
Response
percent

Response
total

2.44%

Completely
dissatisfaction

A little dissatisfaction

21.95%

Neutral

31.71%

13

A little satisfaction

31.59%

15

Completely
satisfaction

7.32%

11

FPT SCHOOL OF BUSINESS

35.00%
31.71%

31.59%

30.00%
25.00%

21.95%

20.00%
15.00%
10.00%
5.00%

7.32%
2.44%

0.00%
Completely disatisfaction

Neutral

Completely satisfaction

Chart of students satisfy level about FPT-FSB library

fx
f

i i

f
(Frequen
cy)

x*f

5.035

2.44%

18

1.547

21.95%

13

39

0.059

31.71%

15

60

0.572

31.59%

5
Tot
al

15

3.084

7.32%

41

133

10.3

Percentage Point
(%)

3.243902

(x x)

f
i

0.251157 2 0.501155786

12

FPT SCHOOL OF BUSINESS

Median x ( n1)th 3
2

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 4
This 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
percent

Response
total

Completely
unimportant

2.44%

Not very important

9.76%

Neutral

36.59%

15

A little important

14.63%

Completely
important

36.59%

15

13

FPT SCHOOL OF BUSINESS

40.00%
36.59%

36.59%

35.00%
30.00%
25.00%
20.00%
14.63%

15.00%
9.76%

10.00%
5.00%

2.44%

0.00%
Completely unimportant

Neutral

Completely important

Chart of important level of studentss satisfaction for FSB library

f
(Frequency)

x*f

8.807

Percentag
e Point
(%)
2.44%

3.872

9.76%

15

0.937

36.59%

24

0.001

14.63%

15

75

1.066

36.59%

Total

31

123

14.68

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

14

FPT SCHOOL OF BUSINESS

question is satisfaction. It is good for FSB to maintain that position in their student
hearts, or change trouble to grow.

fx
f

123
3.967742 Median x ( n1)th 3
31
2

i i
i

(x x)

f
i

14.48
0.474 2 0.474 0.688
31

Question 5
The 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 percent

Response total

0%

Very bad

Below average

9.76%

Average

31.71%

13

Fairly good

36.59%

15

Very good

21.95%

15

FPT SCHOOL OF BUSINESS

40%
36.59%
35%

31.71%

30%
25%

21.95%

20%
15%
9.76%

10%
5%
0%

Very
0.00%
bad

Below arverage

Average

Farily good

Very good

Chart of quality of books

f (Frequency)

x*f

7.33

Percentag
e
Point(%)
0%

2.915

9.76%

13

39

0.5

31.71%

15

60

0.086

36.59%

45

1.671

21.95%

Total

41

152

12.5

( xi x )
0.305 2 0.552 x
fi
2

fx
f

i i
i

3.707 Median x ( n1)th 3

2

16

FPT SCHOOL OF BUSINESS

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 percent

Response total

Very low

9.76%

Low

29.27%

12

Neutral

46.34%

19

High

14.63%

Very high

0%

High; 15%Very low; 10%

Low; 29%

Neutral; 46%

17

FPT SCHOOL OF BUSINESS

Pie Chart of studentss richness level for books in the library

f
(Frequency)

x*f

2.751

9.76%

12

24

0.434

29.27%

19

57

0.117

46.34%

24

1.8

14.63%

5.482

0%

Total

41

109

10.58

Percentage Point(%)

( xi x )
0.258 2 0.508 x
f
i
2

fx
f

i i

2.659

Median x ( n1)th 3
2

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?
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FPT SCHOOL OF BUSINESS

Question 8:
Attitude of the librarians are:

Response percent

Response total

1
2

Bad
Neutral

14.63%
58.54%

6
24

Good

26.83%

11

19

FPT SCHOOL OF BUSINESS

Bad; 15%
Good; 27%

Neutral; 59%

Pie Chart of attitude of the librarians

f
(Frequency)

x*f

1.259

14.63%

24

48

0.015

58.54%

11

33

0.771

26.83%

Total

41

87

2.045

( xi x ) 2
0.0499 2 0.223 x
f
i

CS Median *

Percentage Point(%)

fx
f

i i

2.122

x Median
1.094 Median x ( n1)th 2

20

FPT SCHOOL OF BUSINESS

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

Response
percent

Response
total

Very bad

4.88%

Below average

9.76%

Neutral

36.59%

15

Fairly good

43.90%

18

very good

4.88%

50.00%
43.90%

45.00%
40.00%

36.59%

35.00%
30.00%
25.00%
20.00%
15.00%
10.00%

9.76%

4.88%
5.00%
0.00%
Very bad

4.88%

Below arverage

Neutral

Fairly good

very good

21

FPT SCHOOL OF BUSINESS

f
(Frequen
cy)
2

x*f

Percentage Point(%)

5.482

4.88%

1.8

9.76%

15

45

0.117

36.59%

18

72

0.434

43.90%

10

2.751

4.88%

Total

41

137

10.58

Median x ( n1)th 3 2
2

(x x)
f
i

0.258 2 0.508 x

fx
f

i i

3.341

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:

22

FPT SCHOOL OF BUSINESS

Compared to your needs, the current quality wifi is:
Response
percent

Response total

Bad

53.66%

22

Neutral

39.02%

16

Good

7.32%

Good; 7%

Neutral; 39%

f
(Frequen
cy)
22

Bad; 54%

22

0.288

Percentag
e
Point(%)
53.66%

16

32

0.215

39.02%

2.142

7.32%

Total

41

63

2.644

x*f

f i xi
1.537
fi

23

FPT SCHOOL OF BUSINESS

CS Median *

x Median
3.646 2

(x x)
f
i

0.064 2 0.254

Median x ( n1)th 2
2

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.

24

FPT SCHOOL OF BUSINESS

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:

25

FPT SCHOOL OF BUSINESS

III.

Conclusion
In 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
26

FPT SCHOOL OF BUSINESS

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.

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FPT SCHOOL OF BUSINESS

Bibliography
Deborah 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-numericalcategorical-an.html
Media, L. (2013). Business essentials - business decision making.

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