Factors Promoting the Active Participation of Customers in the Training Service

Abstract

In the service sector as well as in many other areas, active customer engagement is essential. This process will help shape, maintain and develop relationships among organizations and their customers. The results of this study identify and analyze the factors that influence the active participation of students in the delivery of training services. The results of the study have identified the factors affecting the students’ participation in the process of creating training services at Industrial University of Ho Chi Minh City, namely: Study motivation, task clarity and implementation capabilities. The results of this study are an important basis for Vietnamese universities to propose solutions in improving the education services quality in the future.