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Nhan xet luan van thac sy kinh te De tai: DANH GIA ANH HUONG CUA CHAT LUGNG DICH VU LEN SU THOA MAN CUA KHACH HANG TAI SIEU THI TREN DIA BAN THANH PHO HA TINH Chuyen nganlr Quan tri kinh doanh thuong mai Cao hoc vien: Le Thi Hoang Ngud’i nhan xetphan hien 1: TS Trinh Thi Thanh Thuy Co’ quan : Vien Nghien cun thuong mai — Bo Cong Thuong \ ~ r Sty can thiet, y nghia khoa hoc va thuc tien luan van Tro ng cong cuoc cong nghiep hoa, hien dai hoa dat nude va hoi nhap kinh te quoc te, thuc hien cac cam ket md cua thi trudng dich vu, dac biet la dich vu phan phoi, de ton tai va chien thang canh tranh cung cap dich vu phan phoi hien dai tai thi trudng ban le cd nhieu tiem nang va hap dan d nude ta, cac sieu thi, TTTM cang chu den xay dung chien luge va ke hoach kinh doanh de hudng tdi thoa man cang tot hon nhu cau cua khach hang tir dat diroc cac muc ticu kinh doanh Cac sieu thi d Viet Nam mdi phat trien nhung nam gan day, da mang lai dien mao mdi linh vuc phan phoi nude nha, dong thdi dap ung nhu cau va trinh mua sam cua dan cu, nhien, vi nhieu nguyen nhan chu quan va khach quan, chat lugng dich vu tai cac sieu thi chua hoan toan thoa man nhu cau cua khach hang, cung nhu chua kich thich, thu hut khach hang den vdi loai hinh phan phoi hien dai Vi vay, viec nghien cuu, de xuat cac giai phap nang cao chat lugng dich vu nham thoa man nhu cau khach hang tai sieu thi tren co- sd danh gia anh hudng cua chat lugng dich vu len su thoa man cua khach hang tai sieu thi tren dia ban Ha Tinh vdi khung ly thuyet dirge xac lap ket hgp phan tich dinh tinh va dinh lugng vdi each tiep can va giai quyet cua luan van cao hoc cd y nghia ly luan va thuc tien sau sac, cd tin cay r r Nhung ket qua va cong chuyeu cua luan van * Ve noi dung luan van Cao hoc vien da sir dung phuong phap nghien cuu truyen thong vdi chuong Chuong I Nghien cuu mot so van de ly luan chung ve danh gia anh hudng cua chat lugng dich vu doi vdi su thoa man cua khach hang tai doanh nghiep thuong mai; chuong II Phan tich thuc trang anh hudng cua chat lugng dich vu doi vdi sir thoa cua khach hang tai sieu thi tren dia ban Ha Tinh; chuong III de xuat phirong hubng va giai phap nang cao chat lupng dich vu de thoa man khach hang tai sieu thi tren dia ban Ha TTnh Cach tiep can va bo cue nghien cuu nhu vay la hop ly vbi chu de nghien cuu Ket cau giua cac chuong va cac phan tung chuong kha hop ly, luan van duoc trinh bay dep, sang sua Chuong I, luan van da lam ro mot so van de lam nen tang ly luan, xuat phat tu khai niem dich, chat lupng dich vu va moi quan he giua chat lupng dich vu va su thoa man cua khach hang Trong chuong nay, cao hoc vien cung da lam ro duoc co sb ly thuyet nham danh gia anh hubng cua chat lupng dich vu doi vbi su thoa man cua khach hang tren co sb nghien cun mo hinh danh gia, thang va quy trinh danh gia anh hubng cua chat lupng dich vu doi vbi su thoa man cua khach hang Noi dung cuoi cung chuong dupe cao hoc vien nghien cuu kinh nghiem cua hang Philips - mot cong ty da quoc gia va sieu thi Walmart cua My Day deu la nhung cong ty va sieu thi noi tieng va rat cong lmh vuc phan phoi r a Chuong II, luan van da danh gia kha ro net ve thuc trang cac sieu thi tren dia ban Ha TTnh hien b khia canh so lupng sieu thi cung nhu la true trang kinh doanh cua cac sieu thi Luan van cung da phan tich dupe thuc trang chat lupng dich vu va anh hubng den muc thoa man cua khach hang tai sieu thi tren dia ban Ha TTnh tren co sb su dung phuong phap phan tich dinh tinh va dinh lupng Ket qua phan tich la co sb khach quan cho phan danh gia muc thoa man cua khach hang doi vbi chat lupng dich vu sieu thi tren dia ban Fla TTnh Noi dung cuoi cung cua chuong nay, luan van da dua dupe nhung ket luan ve anh hubng cua chat lupng dich vu doi vbi su thoa man cua khach hang tai cac sieu thi tren dia ban Ha Tinh Chuong III, luan van da de xuat dupe bon giai phap nham nang cao chat lupng dich vu nham thoa man khach hang tai cac sieu thi tren dia ban Ha Tinh, nhu giai phap ve cung co long tin b khach hang; giai phap tang cubng co sb vat chat cua cac sieu thi; giai phap nang cao kha nang dap ung va nang luc phuc vu cua sieu thi; giai phap phat trien dong dong cac dich vu phuc vu khach hang Nhin chung, cac giai phap de xuat kha ro net va phu hop , e \ r * De tai luan van phu hop vbi chuyen nganh quan tri kinh doanh thuong mai Noi dung nghien cuu phu hop vbi ten de tai Mot so gop y - Phan tong quan, cao hoc vien moi liet ke dupe cac cong trinh nghien cuu lien quan, chua tong quan dupe noi dung cung nhu cong, han che chu yeu cua cac cong trinh nghien cuu * Chuong I + Ve phan ly luan chung: Ten de tai luan van la danh gia anh hudng cua chat lugng dich vu doi vdi su thoa man cua khach hang tai sieu thi tren dia ban Ha Tinh, nhung chuong I, phan ly luan chung lai nghien cuu nhung van de ly luan ve danh gia anh hudng cua chat luong dich vu doi vdi su thoa man cua khach hang tai doanh nghiep thuong mai Giua doanh nghiep thuong mai va loai hinh kinh doanh hien dai nhu sieu thi, trung tarn thuong mai cd su khac biet Neu chi nghien cuu chung doi vdi su hai long cua khach hang tai doanh nghiep thuong mai se khong phu hgp ap dung tai sieu thi su dac thu cua loai hinh kinh doanh hien dai nhu sieu thi hay trung tarn thuong mai Vi vay, nen bo sung them phan nghien cuu ly luan danh gia anh hudng cua chat luong dich vu doi vdi su thoa man cua khach hang tai loai hinh thuong mai hien dai nhu sieu thi, trung tarn thuong mai nham lam ro hon co so ly luan, phuc vu cho phan phan tich va danh gia thuc trang chuong sau + Doi vdi phan kinh nghiem: Mac du luan van nghien cuu kinh nghiem cua hang Philips (Ha Lan) va sieu thi Walmart (My), deu la nhung cong ty noi tieng va cong lmh vuc phan phoi cua nude ngoai Tuy nhien, nhung kinh nghiem cua hai cong ty lieu ap dung dieu kien kinh te xa hoi cua Viet Nam noi chung va cua Ha Tinh noi rieng cd phu hop va kha thi khong? Vi vay, neu cao hoc vien van muon chon nghien cuu hai cong ty de rut bai hoc thi nen bo sung noi dung dieu kien ap dung va rut nhung bai hoc that su gan vdi dieu kien cua nude ta va cua Ha Tinh Hoac la, thay vi chon kinh nghiem cua hai cong ty nude ngoai cho nghien cuu dien hinh, cao hoc vien cd the chon mot so sieu thi hien dang kinh doanh rat cong d nude ta hien (chang han nhu cac sieu thi tai Ha Noi hoac TP Ho Chi Minh) de rut nhung bai hoc phu hgp hern vdi dieu kien cua Ha Tinh * Chuong II 'Prong chuong nay, mac du luan van sir dung phirong phap dinh luong de phan tich va danh gia chat luong dich vu va anh hudng den muc thoa man cua khach hang tai sieu thi tren dia ban Ha Tinh Nhung ket luan luan ve anh hudng cua chat lugng dich vu doi vdi su thoa man cua khach hang duoc due rut tir ket qua chay md hinh Nhung ket luan la noi dung quan nhat chuong, se la birc tranh ro net cho ngudi doc nhan biet dugc thuc trang chat luong dich vu va mire thoa man cua khach hang tai sieu thi tren dia ban Ha Tinh hien Tuy nhien, nhung ket luan nay, cao hpc vien van sir dung cac thuat ngii md hinh kinh te lugng, gay kho hieu cho ngudi doc Nen chang, nhung ket luan nen viet theo kieu danh gia, tom luge khong nen sir dung nhung thuat ngu sir dung md hinh kinh te lugng de ngudi doc de hieu Tu nhung ket luan neu tren, nen co nhung danh gia nhung ton tai doi voi chat lupng dich vu nham thoa man khach hang tai sieu thi, lam co so cho phan de xuat giai phap chuong sau *Cliuong III + Ve phan dinh hudng, nen gan voi ten de tai luan van + Ve phan giai phap, mac du luan van de xuat dupe giai phap nham nang cao chat lupng dich vu de thoa man khach hang tai sieu thi tren dia ban I la Tinh Tuy nhien, mot nhung giai phap quan la giai phap ve nguon nhan luc thi chua dupe cao hoc vien de cap + Ve phan kien nghi hoan thien ap dung mo hinh danh gia chat lupng dich vu doi voi str thda man cua khach hang Noi dung nen chuyen len phan noi dung cuoi cua chuong II de dam bao tinh logic ve noi dung - Mot so nhan xet khac + Con kha nhieu loi ky thuat toan bo noi dung nghien cuu cua luan van + Bo sung danh muc chu viet tat Ket luan: Luan van la mot cong trinh nghien cuu khoa hoc cong phu, nghiem tuc, phuong phap nghien cuu phu hop, dac biet phuong phap dieu tra khao sat thuc tien ket hop phan tich dinh tinh va dinh lupng dupe danh gia cao Noi dung cua luan van co nhung dong gop moi va la tai lieu tham khao tot cho cong tac hoach dinh chien lupc kinh doanh cua cac sieu thi tren dia ban Ha TTnh nham nang cao chat lupng dich vu dem den su hai long va thoa man cua khach hang Ban tom tat luan van da phan anh trung noi dung cua luan van Voi nhung cong la chu yeu, cao hoc vien Le Thi Hoang xung dang dupe nhan hoc vi thac sy kinh te, chuyen nganh quan tri kinh doanh thuong mai neu bao ve cong luan van trubc hoi dong cham luan van cua trubng dai hoc Kinh te quoc dan Ha Noi, 23 tluing 10 num 2013 Ngudi nhan xet TS Trinh Thi Thanh Thiiy NHAN XET PHAN BIEN LUAN VAN THAC SY • • • • De tai: Danh gia anh hiring cua chat lining dich vu len su thoa man cua khach hang tai sieu thi tren dia ban Ha Tinh Cua cao hoc vien: Le Thi Hoang Giao vien hudng dan: GS.TS Hoang Dire Than Chuyen nganh: Quan tri kinh doanh th iron g mai Ngudi nhan xet: PGS.TS Phan To Uyen Sau doc toan bo 101 trang luan van thac sy, bao gom ca lbi noi dau va ket luan, cung nhu toan van ban tom tat luan van thac sy, toi cd mot so nhan xet chinh sau day: Tinh cap thiet, y nghia khoa hoc va thuc tien cua de tai luan van Trong nhung nam gan day (dac biet tir 1/1/2009) thi truong ban le hang hoa cua Viet Nam cang soi dong vdi sir gop mat cua cac doanh nghiep thuoc cac A Z phan kinh te (dac biet la cac doanh nghiep ban le nude ngoai) Chi tinh tren dia ban Ha Tinh da cd mot loat cac sieu thi nhu: CoopMart BMC, sieu thi Viettel, sieu thi dien may Hong Ha, sieu thi may tinh Bang Khoa Dieu cung co nghia la ngudi tieu dung cang cd nhieu co hoi lua chon noi mua sam va cang cd nhung yeu cau cao hon ve chat luong dich phuc vu.Tuy nhien, thuc te cho thay cac sieu thi d Viet Nam noi chung va tren dia ban Ha Tinh noi rieng chua thuc su dam bao chat luong dich vu, vi vay muc thoa man khach hang khong cao Chinh vi vay, viec nghien cuu nhung van de co ban ve danh gia anh hudng cua chat luong dich vu len su thoa man cua khach hang tai cac doanh nghiep thuong mai khach hang tai sieu thi tren dia ban Ha Tinh la het sue can thiet, cd y nghia ly luan va thuc tidn cao Chinh vi vay, toi dong tinh va danh gia cao viec tac gia chon de tai: “Danh gia anh hudng cua chat luong dich vu len su thoa man cua khach hang tai sieu thi tren dia ban Ha Tinh” lam luan van thac sy De tai phii hop vdi chuyen nganh dao tao la Quan tri kinh doanh thuong mai, dong thdi cd tinh ung dung thuc tien cao Luan van co doi tupng nghien cuu phu hop Noi dung ban tom tat luan van phan anh trung nhung noi dung chinh cua luan van thac sy Ket qua nghien cun Ve co ban, luan van dat duoc nhung cong sau: r r •> \ r r a - Ket cau theo kieu truyen thong, chuong hop ly va tuong doi chat che ve noi dung nhung hoi mat can doi ve so trang theo ty le 31/37/22 - Thanh cong cua chuong la da trinh bay dupe nhung van de co ban ve danh gia anh hudng cua chat lupng dich vu len su thoa man cua khach hang tai cac doanh nghiep thuong mai - Cac noi dung phan tich tai chuong da tao khung khd ly luan co ban ve danh gia anh hudng cua chat lupng dich vu len su thoa man cua khach hang tai cac doanh nghiep thuong mai de tu luan van di sau nghien cun va phan tich thuc trang anh hudng cua chat lupng dich vu len su thda man cua khach hang tai sieu thi tren dia ban Ha TTnh tai chuong Tac gia kha cong viec phan tich kinh nghiem nang cao chat lupng dich vu cua Hang Philips & Walmart tu rut bai hoc kinh nghiem co the van dung d Viet Nam - Trong chuong cua luan van, tac gia da trinh bay thuc trang anh hudng cua chat lupng dich vu len su thda man cua khach hang tai sieu thi tren dia ban Ha Tinh, bao gom : Thuc trang kinh doanh cua cac sieu thi tren dia ban Ha TTnh; thuc trang chat lupng dich vu va anh hudng cua chat lupng dich vu len su thda man cua khach hang tai sieu thi tren dia ban Ha TTnh Thuc trang thuc trang anh hudng cua chat lupng dich vu len su thda man cua khach hang tai sieu thi tren dia ban Ha Tinh tai chuong da bam sat ten de tai luan van va the hien ro muc tieu nghien cuu cua de tai - Phan ldn noi dung cua chuong luan van dupe tac gia de xuat giai phap nang cao chat lupng dich vu de thda man khach hang tai sieu thi tren dia ban Ha Tinh Cu the tac gia da trinh bay dinh hudng phat trien cua cac sieu thi tren dia ban tinh ' r Ha Tinh; kien nghi hoan thien ap dung mo hinh danh gia chat lupng dich vu len su thda man cua khach hang tai sieu thi tren dia ban Ha Tinh va de xuat dupe nhom giai phap nang cao chat lupng dich vu de thda man khach hang tai sieu thi tren dia ban Ha Tinh Dong thoi luan van cung kien nghi cac dieu kien thuc hien Nhin chung cac giai phap nang cao chat luong dich vu de thoa man khach hang tai sieu thi tren dia ban Ha Tinh la tuong doi kha thi Nhfrng diem gop y voi tac gia Se cong horn niira, neu luan van khac phuc duac nhung van de saw - Mot so loi danh may - Luan van se co chat luong cao hon neu o chuong tac gia lam ro hon muc thoa man, cung nhu hai long cua tung loai dich vu ma cac sieu thi tren dia ban Thanh Ha Tinh cung cap Cau hoi: Trong cac loai dich vu cua cac sieu thi tren dia ban Thanh Ha Tinh cung cap, thi dich vu nao thoa man khach hang kern nhat? Vi sao? va giai phap z r i quan nhat nham nang cao chat luong de thoa man khach hang tai sieu thi tren dia a ban Ha Tinh? Ket luan Mac du mot so han che tren nhung ve co ban day la mot cong trinh nghien cuu doc lap, cong phu va nghiem tuc cua tac gia Luan van dap ung cac yeu cau co ban cua luan van Thac sy chuyen nganh Quan tri kinh doanh thuong mai va co the dua bao ve de tac gia nhan hoc vi thac sy Ha Noi, 20 thang 10 nam 2013 Ngurdi nhan xet PGS.TS Phan To Uyen PHU LUC 3: KET QUA PHONG VAN Ket qua khao sat, phong van Tieu chi Don vi tinh STT So phieu phat So phieu thu ve So phieu hop le So nguai phong van Nha quan tri Khach hang Phieu Phieu Phieu Nguai Nguai So luong 318 318 318 15 , PHU LUC 4: KET QUA CHAY MO HINH SPSS 4.1 Ket qua phan tich he so Cronbach Alpha kiem tra tin cay cua thang ■ Phan tich Cronbach’s Alpha thang CO SO VA T CHA T: Lin 1: He si Alpha = 0.773 Trung binh thang neu loai bien Phuang sai thang Tuang quan bien - He so Alpha neu neu loai bien ting loai bien CSVCI 21.9384 15.481 662 708 CSVC2 22.0240 15.481 690 703 CSVC3 21.5890 17.892 275 798 CSVC4 21.9932 16.227 612 721 CSVC5 21.5822 15.344 739 694 CSVC6 21.1267 18.200 409 761 CSVC7 21.2877 19.999 160 803 Lan 2: He so Alpha = 801 Trung binh thang neu loai bien Phuang sai thang Tuang quan bien - He so Alpha neu ting neu loai bien loai bien CSVCI 17.9592 13.548 672 743 CSVC2 18.0374 13.627 690 740 CSVC3 17.6020 15.728 288 840 CSVC4 18.0068 14.594 572 768 CSVC5 17.5986 13.258 779 720 CSVC6 17.1565 15.921 426 798 Lan 3: He so Alpha = 840 Trung binh thang neu loai bien Phuong sai thang neu loai bien Tuong quan bien - tong He so Alpha neu loai bien CSVCI 14.2891 9.899 693 794 CSVC2 14.3673 9.912 723 786 CSVC4 14.3367 10.613 625 813 CSVC5 13.9286 9.657 805 762 CSVC6 13.4864 12.257 392 869 ■ Phan tich Cronbach ’s Alpha thang TIN CA Y: He sd Alpha = 890 Trung binh thang neu loai bien Phuong sai thang Tuong quan bien neu loai bien t6ng He so Alpha neu loaibien TCI 15.7637 12.140 843 839 TC2 15.7774 12.730 810 848 TC3 15.6541 12.433 804 849 TC4 15.6473 15.501 475 917 TC5 15.5685 13.208 735 865 ■ Phan tich Cronbach’s Alpha thang GIAI QUYET KHIEU NAI: He so Alpha = 871 Trung binh thang neu loai bien Phuong sai thang Tuong quan bien - He so Alpha neu neu loai bien t6ng loai bien GQKN1 6.7211 3.369 691 873 GQKN2 6.8571 2.983 880 699 GQKN3 6.9456 3.342 696 869 ■ Phan tich Cronbach’s Alpha thang NHAN VIEN PHUC VU He so Alpha = 835 Trung binh thang neu loai bien Phuong sai thang Tuong quan bien - He so Alpha neu neu loai bien tdng loai bien NVPV1 29.2619 27.450 573 814 NVPV2 29.2619 29.122 442 828 NVPV3 29.1327 29.406 363 838 NVPV4 29.2687 27.515 573 814 NVPV5 29.5340 26.687 616 809 NVPV6 29.6088 27.945 552 817 NVPV7 29.5986 28.057 548 817 NVPV8 29.5986 27.524 601 811 NVPV9 29.3878 27.235 625 808 ■ Phan tich Cronbach’s Alpha thang CHINHSACH: He so Alpha = 853 Trung binh thang neu loai bien Phuong sai thang neu loai bien Tuong quan bien tdng He so Alpha neu loai bien CS1 26.4524 34.945 676 827 CS2 26.2381 34.871 798 817 CS3 26.5000 33.951 763 817 CS4 26.5748 36.402 649 832 CS5 26.2075 36.226 596 836 CS6 26.5170 34.933 770 820 CS7 26.0238 35.532 592 836 CS8 26.2721 32.595 356 903 ■ Phan tich Cronbach ’s Alpha thang AN TOAN: He s6 Alpha = 919 Item-Total Statistics Trung binh thang neu loai bien Phuong sai thang Tuong quan bien neu loai bien t6ng He so Alpha neu loai bien ATI 7.3299 5.212 864 860 AT2 7.3707 5.026 878 848 AT3 7.5034 5.828 770 935 ■ Phan tich Cronbach’s Alpha thang TIEN ICH: He s6 Alpha = 912 Phuong sai thang Tuong quan bien neu loai bien t6ng Trung binh thang neu loai bien He so Alpha neu loai bien Til 18.2857 24.218 772 894 TI2 17.8912 23.988 763 895 TI3 17.9422 22.990 860 881 TI4 18.2517 22.687 793 891 TI5 18.0884 22.955 816 887 TI6 17.8061 26.403 532 926 ■ Phan tich Cronbach ’s Alpha thang SU HAI LONG: He s6 Alpha = 834 Item-Total Statistics Trung binh thang Phuong sai thang neu loai bien neu loai bien Tuong quan bien - tong He so Alpha neu loai bien SATHOAMAN 7.8596 2.568 593 862 SAQUAYLAl 7.8459 1.918 825 631 SAGIOITHIEU 7.7055 2.099 682 784 4.2 PHAN TICH NHAN TO KHAM PHA EFA HINH THANH NHAN TO CHO PHAN TICH HOI QUI ■ Phan tich nhan to kham pha EFA thang SU"HAI LO^G: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 626 Approx Chi-Square 405.536 Df Sig .000 Tri so dac trung ban dau Nhan t6 T6ng % cua bien thien Binh phuong tai nhan to xoay % cong don 2.255 75.179 75.179 544 18.140 93.319 200 6.681 100.000 T6ng 2.255 % cua bien thien 75.179 % cong don 75.179 Ma tran nhan to Nhan to SAQUAYLAI 934 SAGIOITHIEU 861 SATHOAMAN 802 ■ Phan tich nhan to kham pha EFA thang cac phan chat luong dich vu KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 819 9.296E3 Df 741 Sig .000 Ket qua hinh nhan to: Ma tran xoay cac nhan to Nhan to CS2 881 CS6 807 CS3 772 CS1 730 CS4 671 CS7 595 CS8 512 CS5 487 -.321 364 405 TI5 821 TI3 819 Til 734 TI6 334 869 364 309 TI4 TI2 479 333 642 511 -.356 TC2 905 TCI 902 TC3 885 TC5 828 TC4 530 NVPV8 795 NVPV6 774 NVPV5 758 NVPV9 744 NVPV7 686 336 CSVC5 843 CSVCI 757 CSVC4 734 CSVC2 720 CSVC6 563 Bang tdng ket ket qua sau lan phan tick nhan td Phan tich nhan to (Lan) He so KMO So nhan to rut trich duoc Phuong sai trich (>50%) Bien bi loai 0.819 74.17 NVPV3 0.819 75.36 CS5 0.814 75.64 TI6 0.81 73.59 CS7 0.807 74.07 * Ket qua lan phan tich nhan to lan thn 5: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 807 Approx Chi-Square 8.180E3 Df 595 Sig .000 Ket qua phan tich EFA cua thang cac phan dich vu: Ma tran xoay nhan to Nhan to Item CS2 0.87 CS6 0.81 CS3 0.76 Eigenvalues Phuang sai trich 3.93 11.24% Ten nhan to Chinh sach CS1 0.73 CS4 0.70 CS8 0.54 TI4 0.87 TI5 0.83 0.30 TI3 0.82 3.89 11.11% Ti£n ich 3.57 10.20% Tin cay 3.53 10.07% Nhan vien phuc vu A 3.20 9.14% Cff sovat ch£t 2,67 7.63% An toan 7.38% Nhan vien phuc vu B 7.30% Giai quyet khieu nai Til 0.74 0.32 TI2 0.34 0.66 TCI 0.91 TC2 0.90 TC3 0.89 TC5 0.82 TC4 0.54 NVPV5 0.81 NVPV9 0.76 NVPV8 0.75 NVPV6 0.75 NVPV7 0.73 CSVC5 0.86 CSVCI 0.77 CSVC2 0.75 CSVC4 0.73 CSVC6 0.55 AT2 0.87 ATI 0.85 AT3 0.85 NVPV2 0.87 NVPV1 2.58 0.85 NVPV4 0.82 GQK.N2 0.88 GQKN1 0.85 GQKN3 0.77 2.56 4.3 KET QUA PHAN TICH TlTONG QUAN VA HOI QUI TUYEN TINH ■ Phan tich twang quan: Ma tran tuong quan giua cac bien doc lap vdi bien phu thuoc Correlations SU HAI LONG SU HAI LONG Pearson Correlation CHINH SACH TIEN ICH GIAI QUYET KHIEU NAI 195" 034 310** -.010 145* -.050 001 000 001 567 000 860 013 393 292 292 292 292 292 292 292 292 292 Str thda Chinh man sAch Tin cay lye Ti$n phuc ich vu Pearson NHAN VIEN PHUC VU B 389" NSng Str thda Correlation CO SO VAT AN CHAT TOAN 192** Sig (2tailed) N TIN CAY NHAN VIEN PHUC VUA Cn so’ vat chat An Dtip toan ung Giai quyet khieu nai 389” 195” 034 310” -.010 145’ -.050 001 000 001 567 000 860 013 393 292 292 292 292 292 292 292 292 292 192** 000 000 000 000 000 000 000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 192 man Sig (2-tailed) N Pearson Correlation Chinh sach Sig (2-tailed) 001 N 292 292 292 292 292 292 292 292 292 389” 000 000 000 000 000 000 000 Sig (2-tailed) 000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 N 292 292 292 292 292 292 292 292 292 195” 000 000 000 000 000 000 000 Pearson Correlation Tin cay Nang luc Pearson phuc vu Correlation 1.000 1.000 1.000 1.000 1.000 292 292 292 292 292 292 000 000 000 000 000 000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 292 292 292 292 292 292 292 292 292 310*’ 000 000 000 000 000 000 000 Sig (2-tailed) 000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 N 292 292 292 292 292 292 292 292 292 -.010 000 000 000 000 000 000 000 Sig (2-tailed) 860 1.000 1.000 1.000 1.000 1.000 1.000 1.000 N 292 292 292 292 292 292 292 292 292 145* 000 000 000 000 000 000 000 Sig (2-tailed) 013 1.000 1.000 1.000 1.000 1.000 1.000 N 292 292 292 292 292 292 292 292 292 -.050 000 000 000 000 000 000 000 Sig (2-tailed) 393 1.000 1.000 1.000 1.000 1.000 1.000 1.000 N 292 292 292 292 292 292 292 292 Sig (2-tailed) 001 1.000 1.000 N 292 292 292 034 000 Sig (2-tailed) 567 N Pearson Correlation Tien ich Pearson Correlation Ctf sor vat chat Pearson Correlation An toan Pearson Correlation Dap ung Pearson Giai quyet khieu nai Correlation 1.000 292 Ket qua phan tich hdi qui tuyen tinh boi: Model Summaryb Md hinh R 343 586a R binh phuong hieu chinh R binh phuong Sai so chuan cua mo hinh Durbin-Watson 81770164 331 2.017 a Bi6n dye lap: NHAN VIEN PHUC VU B, CO SO VAT CHAT, NHAN VIEN PHUC VU A, TIN CAY, CHINH SACH b Bien phy thuyc: SU HAI LONG ANOVAb Tdng cua binh phuong Mo hinh a Binh phuong trung binh Df F Hoi quy 99.770 19.954 So du 191.230 286 669 Tdng 291.000 291 Sig .000* 29.843 BiSn dye lyp: NHAN VIEN PHUC VU B, CO SO VAT CHAT, NHAN VIEN PHUC VU A TIN CAY, CHINH SACH b Bien phy thuyc: SU HAI LONG Thdng sd thdng ke cua timg bien phirffng trinh Md hinh Tucrng quan khong Tuong quan chuan chuan Std Error B T Beta Tolerance VIF 1.000 4.011 000 1.000 1.000 048 389 8.107 000 1.000 1.000 195 048 195 4.058 000 1.000 1.000 310 048 310 6.468 000 1.000 1.000 145 048 145 3.018 003 1.000 1.000 048 CHINH SACH 192 048 192 TIN CAY 389 NHAN VIEN PHUC VU Sig .000 3.911E-17 (Constant) Thdng ke cyng tuyen A CO SO VAT CHAT NHAN VIEN PHUC VU B a Bien phy thuyc: SU HAI LONG 4.4 PHAN TICH SE' KHAC BIET (ANOVA & T-TEST) T-TEST theo gidi tinh: Group Statistics CHINH SACH TIEN ICH TIN CAY NHAN VIEN A CO SO VAT CHAT AN TOAN NHAN VIEN B GIAI QUYET KHIEU NAI SU HAI LONG Gioitinh N Nam 158 3.63 Nu 136 3.75 Nam 158 3.61 Nu 136 3.51 Nam 158 4.04 Nu 134 3.78 Nam 158 3.60 Nu 136 3.46 Nam 158 3.58 Nu 136 3.45 Nam 158 3.81 Nu 136 3.58 Nam 158 3.99 Nu 136 3.61 Nam 158 3.49 Nu 136 3.34 Nam 158 4.00 Nu 134 3.78 Ket luan Sig Mean 0.25 Khong co sy khac biet 0.42 Khong co sy khac biet 0.02 Co- sy khac biet 0.13 Khong co sy khac biet 0.17 Khong co sy khac biet 0.08 Khong c6 sy khac biet 0.00a CO sy khac biet 0.16 Khong co sy khac biet 0.01 C6 sy khac biet ANOVA theo tuoi Chinh sach Tien ich Tin cay Nang lyc phuc vu Between Groups Sum of Squares 3.558 Mean df Square 1.186 Within Groups 226.798 290 Total 230.356 8.117 301.320 309.438 5.801 227.875 233.677 565 186.953 187.518 293 Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Ket luan F 1.517 210 Khong co su khac biet 782 290 293 2.706 1.039 2.604 1.934 791 2.444 188 645 292 288 291 290 293 Sig .052 Khong co su khac biet 064 Khong co su khac biet 831 Khong co su khac biet chat Between Groups Within Groups An toan Total Between Groups Within Groups Ca sa vat Dap ling Giai quyet khieu nai Total Between Groups Within Groups Total Between Groups Within Groups Total Sir thda man Between Groups Within Groups Total 1.815 182.523 184.338 1.964 375.030 376.993 2.895 238.753 241.648 5.339 216.975 222.315 2.079 145.329 147.408 290 293 290 293 290 293 290 293 288 291 605 629 961 655 1.293 506 965 823 1.172 1.780 748 2.379 693 505 1.373 411 Khong co sir khac biet 678 Khong co sir khac biet 321 Khong co sir khac biet 070 Khong co sir khac biet 251 Khong co sir khac biet ANOVA theo sieu thi Chinh sach Between Groups Within Groups Total Between Groups Tien ich Within Groups Total Between Groups Tin cay Within Groups Total Between Groups Nang luc phuc vu Within Groups Total Ca sa vat chat Between Groups Within Groups Total An toan Between Groups Within Groups Total Sum of Squares 706 df Mean Square 353 229.651 291 230.356 293 291 293 289 291 291 293 291 293 291 293 493 308.945 309.438 595 233.082 233.677 6.360 181.158 187.518 3.994 180.344 184.338 3.086 373.907 376.993 Ket luan F 447 Sig .640 Khong co sir khac biet 789 247 1.062 232 297 807 369 3.180 623 5.108 1.997 620 3.222 1.543 1.285 1.201 793 Khong co sir khac biet 692 Khong co sir khac biet 007 Co sir khac biet 041 Co su khac biet 302 Khong co su khac biet Dap ung Giai quyet khieu nai Su thoa man Between Groups, Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total 2.448 239.200 241.648 1.544 220.771 222.315 2.826 291 293 291 293 144.582 289 500 147.408 291 1.224 822 1.489 227 Khong co su khac biet 772 759 1.018 363 Khong co su khac biet 1.413 2.824 061 Khong co su khac biet ANOVA khac biet giua nang lucphuc vu va cff so vat chat giua cac sieu thi Dependent Variable (I) Sieu thi Coopmart Nang luc phuc vu Viettel & TGDD Hong Ha & Ong Nhan Coopmart Co so vat chat Viettel & TGDD Hong Ha & Ong Nhan Multiple Comparisons (J) Sieu thi Mean Differ ence (I-J) Viettel & -0.32 TGDD Hong Ha & 0.13 Ong Nhan Coopmart 0.32 Hong Ha & 0.45 Ong Nhan Coopmart -0.13 Viettel & -0.45 TGDD Viettel & 0.13 TGDD Hong Ha & -0.23 Ong Nhan Coopmart -0.13 Hong Ha & -0.36 Ong Nhan Coopmart 0.23 Viettel & 0.36 TGDD Std Error Sig Ket luan 0.12 0.03 Y 0.12 0.77 N 0.12 0.03 Y 0.15 0.01 Y 0.12 0.77 N 0.15 0.01 0.12 0.89 N 0.11 0.15 N 0.12 0.89 N 0.15 0.05 0.11 0.15 N 0.15 ■ 0.05 Y Y Y