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BỘ GIÁO DỤC VÀ ĐÀO TẠO t to TRƢỜNG ĐẠI HỌC KINH TẾ TP HỒ CHÍ MINH hi ng ep n w lo TRẦN THỊ KIM HẰNG ad yi ju y th pl n ua al n va GIẢI PHÁP NÂNG CAO CHẤT LƢỢNG DỊCH VỤ fu m ll TẠI QUẦY CỦA NGÂN HÀNG THƢƠNG MẠI CỔ tz n oi PHẦN SÀI GỊN THƢƠNG TÍN (SACOMBANK) CHI NHÁNH TÂN ĐỊNH z k jm ht vb gm om l.c an Lu LUẬN VĂN THẠC SĨ KINH TẾ n va y te re TP HỒ CHÍ MINH - 2019 BỘ GIÁO DỤC VÀ ĐÀO TẠO t to TRƢỜNG ĐẠI HỌC KINH TẾ TP HỒ CHÍ MINH hi ng ep n w lo TRẦN THỊ KIM HẰNG ad yi ju y th pl n ua al GIẢI PHÁP NÂNG CAO CHẤT LƢỢNG DỊCH VỤ n va TẠI QUẦY CỦA NGÂN HÀNG THƢƠNG MẠI CỔ m ll fu PHẦN SÀI GỊN THƢƠNG TÍN (SACOMBANK) CHI tz n oi NHÁNH TÂN ĐỊNH z vb k gm Mã số: 8340101 jm ht Chuyên ngành: QUẢN TRỊ KINH DOANH om l.c LUẬN VĂN THẠC SĨ KINH TẾ Lu an NGƢỜI HƢỚNG DẪN KHOA HỌC: TS NGUYỄN VIẾT BẰNG n va y te re TP HỒ CHÍ MINH - 2019 LỜI CAM ĐOAN t to hi ng Tôi xin cam đoan luận văn thạc sĩ : “GIẢI PHÁP NÂNG CAO CHẤT LƢỢNG DỊCH VỤ TẠI QUẦY CỦA NGÂN HÀNG THƢƠNG MẠI CỔ PHẦN SÀI GÕN ep THƢƠNG TÍN (SACOMBANK) CHI NHÁNH TÂN ĐỊNH” kết n w trình học tập, nghiên cứu khoa học độc lập nghiêm túc lo ad Các số liệu luận văn đƣợc thu thập từ thực tế, có nguồn gốc rõ ràng, đáng tin y th cậy, đƣợc xử lý trung thực, khách quan chƣa đƣợc công bố yi ju cơng trình nghiên cứu pl n ua al Ngƣời thực luận văn n va tz n oi m ll fu Trần Thị Kim Hằng z k jm ht vb gm om l.c an Lu n va y te re t to MỤC LỤC hi ng TRANG PHỤ BÌA ep LỜI CAM ĐOAN n w MỤC LỤC lo ad DANH MỤC CÁC KÝ HIỆU, CHỮ VIẾT TẮT ju y th yi DANH MỤC CÁC BẢNG pl n ua al DANH MỤC CÁC HÌNH VẼ, ĐỒ THỊ m ll fu ABTRACT n va TÓM TẮT NGHIÊN CỨU tz n oi PHẦN MỞ ĐẦU Bối cảnh nghiên cứu .1 Đối tƣợng phạm vi nghiên cứu Mục tiêu nghiên cứu đề tài .5 Phƣơng pháp nghiên cứu nguồn liệu Ý nghĩa đề tài Kết cấu luận văn .9 z k jm ht vb gm om l.c an Lu n va CHƢƠNG 1: CƠ SỞ LÝ THUYẾT VỀ CHẤT LƢỢNG DỊCH VỤ 10 y te re 1.1 Các khái niệm nghiên cứu 10 1.2 Tổng quan mơ hình chất lƣợng dịch vụ ngân hàng nghiên cứu liên quan 13 t to 1.2.1 Mơ hình 13 hi ng ep 1.2.2 Các nghiên cứu liên quan .17 n w 1.3 Mơ hình nghiên cứu đề xuất 19 lo Tóm tắt chƣơng 29 ad y th CHƢƠNG 2: THỰC TRẠNG CHẤT LƢỢNG DỊCH VỤ TẠI QUẦY CỦA ju yi NGÂN HÀNG TMCP SÀI GÕN THƢƠNG TÍN – CHI NHÁNH TÂN ĐỊNH 30 pl n ua al 2.1 Giới thiệu chung Ngân hàng Sài Gòn Thƣơng Tín - Sacombank 30 n va 2.1.1 Giới thiệu tổng quan 30 fu n oi m ll 2.1.2 Giới thiệu Sacombank - Chi nhánh Tân Định 31 2.1.3 Chiến lƣợc phát triển .32 tz 2.1.4 Tình hình hoạt động Sacombank 34 z vb jm ht 2.1.5 Giới thiệu sản phẩm dịch vụ chủ yếu Sacombank 36 k 2.1.6 Giới thiệu dịch vụ quầy Sacombank 37 gm om l.c 2.2 Thực trạng nhân tố ảnh hƣởng đến CLDV quầy Sacombank – Chi nhánh Tân Định 39 Lu an 2.3 Thảo luận kết nghiên cứu .51 n va Tóm tắt chương 54 y VỤ TẠI QUẦY 55 te KIẾN NGHỊ GIẢI PHÁP ĐỂ NÂNG CAO CHẤT LƢỢNG DỊCH re CHƢƠNG 3: 3.1 Kết luận thực khảo sát chung 55 3.2 Giải pháp nâng cao CLDV quầy cho Sacombank - Chi nhánh Tân Định t to 56 hi ng ep Về phương tiện hữu hình 56 n w Về nâng cao độ tin cậy khách hàng .58 lo Về lực phục vụ nhân viên 60 ad y th Về chân thành nhân viên .62 yi ju pl Về cá nhân hóa 63 n ua al PHẦN KẾT LUẬN 65 n va Kết luận chung 65 Hạn chế hƣớng nghiên cứu đề tài .66 n oi m ll fu tz Hạn chế .66 z Hƣớng nghiên cứu .67 k jm n va y te re Phụ lục 4: Kết phân tích thống kê từ phần mềm SPSS 20 an Phụ lục 3: Bảng câu hỏi khảo sát ý kiến khách hàng CLDV quầy Lu Phụ lục 2: Danh sách khách hàng thảo luận nhóm om l.c Phụ lục 1: Nghiên cứu định tính gm PHỤ LỤC ht vb DANH MỤC TÀI LIỆU THAM KHẢO C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an DANH MỤC CÁC KÝ HIỆU, CHỮ VIẾT TẮT t to hi ng ep Thành phần lực phục vụ CLDV Chất lƣợng dịch vụ FO Thành phần địa vị xã hội AS n w Ngân hàng thƣơng mại NHTM lo Thành phần chân thành yi pl Thành phần hữu hình n ua al TA Thành phần tin cậy ju SI y th RE Thành phần cá nhân hóa ad PE n va tz n oi m ll fu z k jm ht vb gm om l.c an Lu n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an DANH MỤC CÁC BẢNG Bảng 1: Thống kê gọi đến Call Center t to hi ng Bảng 1.1: Thống kê nghiên cứu liên quan 18 ep Bảng 1.2: Thang đo nghiên cứu 25 n w Bảng 2.1: Báo cáo hoạt động Sacombank 2015-2018 .35 lo ad Bảng 2.2: Thống kê sở vật chất Chi nhánh Tân Định 39 y th yi ju Bảng 2.3: Kết khảo sát thành phần hữu hình .40 pl Bảng 2.4: Thống kê phàn nàn quầy giao dịch 41 n ua al Bảng 2.5: Kết khảo sát thành phần tin cậy 42 n va m ll fu Bảng 2.6: Thống kê trình độ nhân lực quầy 43 n oi Bảng 2.7: Kết khảo sát thành phần lực .44 tz Bảng 2.8: Thống kê góp ý, phàn nàn khách hàng chi nhánh 45 z Bảng 2.9: Kết khảo sát thành phần chân thành 46 ht vb k jm Bảng 2.10: Thống kê chƣơng trình chăm sóc khách hàng thân thiết 47 gm Bảng 2.11: Kết khảo sát thành phần cá nhân hóa 48 om l.c Bảng 2.12: Thống kê số khách hàng có nghề nghiệp đặc biệt .49 Lu an Bảng 2.13: Kết khảo sát thành phần địa vị xã hội .50 n va Bảng 2.14: Kết khảo sát CLDV tổng quát 50 y te re Bảng 2.15: Kiểm định mơ hình hồi quy .51 Bảng 2.16: Kiểm định giả thuyết .52 Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Bảng 2.17: Kết hồi quy lần .52 Bảng 2.18: Tóm tắt mơ hình .53 t to hi ng Bảng 3.1: Kế hoạch cải tiến phƣơng tiện hữu hình 57 ep Bảng 3.2: Kế hoạch cải thiện mức độ tin cậy khách hàng 59 n w lo ad yi ju y th pl n ua al n va tz n oi m ll fu z k jm ht vb gm om l.c an Lu n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an DANH MỤC CÁC HÌNH VẼ, ĐỒ THỊ t to Hình 1: Quy trình nghiên cứu .8 hi ng ep Hình 1.1: Mơ hình giả thiết nghiên cứu 24 n w Hình 2.1: Số lƣợt giao dịch Sacombank qua năm 35 lo ad yi ju y th pl n ua al n va tz n oi m ll fu z k jm ht vb gm om l.c an Lu n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Khách hàng đƣợc nhân viên tôn trọng giao tiếp Nhân viên tập trung phục 25 vụ khách hàng 24 5 5 5 t to Cảm nhận CLDV tổng quát hi ng ep n w Chất lƣợng dịch vụ ngân hàng tuyệt vời Chất lƣợng dịch vụ ngân hàng tốt ngân hàng khác Dịch vụ ngân hàng có chất lƣợng cao Ngân hàng phục vụ với chuẩn mực cao Đây ngân hàng có chất lƣợng dịch vụ tốt lo yi ju y th ad pl n ua al n va Xin cám ơn anh chị dành thời gian thực khảo sát tz n oi m ll fu z k jm ht vb gm om l.c an Lu n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Phụ lục 4: Kết phân tích thống kê từ phần mềm SPSS 20 Kết phân tích thang đo t to Scale: TA (Thành phần hữu hình) hi ng ep n w Case Processing Summary N lo Valid ad Cases % 300 100,0 ,0 300 100,0 a y th Excluded ju Total yi a Listwise deletion based on all variables in the pl procedure n ua al n va Reliability Statistics Cronbach's Items N of Items ,871 tz ,868 n oi Alpha m ll Standardized fu Alpha Based on Cronbach's z vb TA2 TA3 TA4 TA5 ,685 ,649 ,589 TA2 ,759 1,000 ,612 ,614 ,523 TA3 ,685 ,612 1,000 ,436 ,458 TA4 ,649 ,614 ,436 1,000 ,430 TA5 ,589 ,523 ,458 ,430 1,000 om l.c ,759 gm 1,000 k TA1 jm TA1 ht Inter-Item Correlation Matrix an Lu n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Item-Total Statistics Squared Cronbach's t to Scale Variance Corrected Item- Multiple Alpha if Item Item Deleted if Item Deleted Total Correlation Correlation Deleted 13,94 5,247 ,840 ,717 ,804 TA2 14,24 5,345 ,774 ,623 ,820 TA3 14,03 5,915 ,652 ,494 ,851 TA4 14,19 5,360 ,636 ,459 ,858 TA5 13,85 5,831 ,588 ,365 ,866 ep TA1 n w hi ng Scale Mean if lo ad ju y th Scale Statistics yi Variance Std Deviation pl Mean 8,381 2,895 n ua al 17,56 N of Items n va tz n oi m ll fu Scale: RE (Tin cậy) Case Processing Summary ,0 300 100,0 Excluded Total k 100,0 jm 300 a ht Valid vb Cases % z N gm a Listwise deletion based on all variables in the om l.c procedure Lu an Reliability Statistics Cronbach's n va Alpha Based on Standardized Alpha Items N of Items Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn y ,835 te ,836 re Cronbach's C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Inter-Item Correlation Matrix RE1 RE2 RE3 RE4 t to hi ng RE1 1,000 ,755 ,622 ,528 RE2 ,755 1,000 ,517 ,474 RE3 ,622 ,517 1,000 ,456 RE4 ,528 ,474 ,456 1,000 ep n w Item-Total Statistics Corrected Item- Multiple Alpha if Item if Item Deleted Total Correlation Correlation Deleted ad Cronbach's Scale Variance y th lo Squared Scale Mean if Item Deleted 10,57 3,978 ,784 ,658 ,736 RE2 yi ju RE1 4,510 ,706 ,579 ,776 RE3 10,32 4,761 ,627 ,412 ,809 RE4 10,31 4,851 ,560 ,315 ,838 10,59 pl n ua al n va Variance Std Deviation 7,628 N of Items n oi 13,93 m ll Mean fu Scale Statistics 2,762 tz z k jm ht vb Scale: AS (Năng lực phục vụ) gm N Cases Valid Excluded 100,0 ,0 300 100,0 y te re procedure n va a Listwise deletion based on all variables in the an Total 300 Lu a % om l.c Case Processing Summary Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Reliability Statistics Cronbach's t to Alpha Based on hi ng Cronbach's Standardized Alpha Items ep ,793 N of Items ,803 n w lo ad Inter-Item Correlation Matrix AS2 y th AS1 AS1 1,000 AS3 ,673 AS4 AS5 ,610 ,525 ,368 ,673 ju 1,000 ,534 ,512 ,291 AS3 ,610 ,534 1,000 ,451 ,263 AS4 ,525 ,512 ,451 1,000 ,258 AS5 ,368 ,291 ,263 ,258 1,000 yi AS2 pl n ua al n va fu n oi m ll Item-Total Statistics Squared Cronbach's Scale Variance Corrected Item- Multiple Alpha if Item Item Deleted if Item Deleted Total Correlation Correlation Deleted ,733 ,577 ,703 14,70 5,696 ,663 ,504 ,726 AS3 AS4 14,34 5,924 ,602 ,413 ,745 14,29 5,772 ,560 AS5 14,19 6,192 ,362 ,339 ,757 jm AS2 ht 5,492 vb 14,55 z AS1 tz Scale Mean if ,829 ,144 k gm Mean 8,639 Std Deviation 2,939 N of Items an Lu 18,02 Variance om l.c Scale Statistics n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Scale: SI (Chân thành) t to Case Processing Summary hi ng N Cases Valid % ep 300 100,0 ,0 300 100,0 a Excluded Total n w a Listwise deletion based on all variables in the lo procedure ad ju y th Reliability Statistics yi pl Cronbach's n ua al Alpha Based on Cronbach's Standardized Alpha Items N of Items n va ,733 ,743 SI2 SI3 SI4 tz SI1 n oi m ll fu Inter-Item Correlation Matrix ,360 ,486 ,271 SI3 ,499 ,486 1,000 ,216 SI4 ,360 ,271 ,216 1,000 k jm ,499 1,000 ht ,688 ,688 vb 1,000 SI2 z SI1 gm om l.c Item-Total Statistics Cronbach's Scale Variance Corrected Item- Multiple Alpha if Item Item Deleted if Item Deleted Total Correlation Correlation Deleted ,692 ,535 ,585 SI2 11,13 3,295 ,622 ,500 ,614 SI3 11,07 3,633 ,498 ,288 ,688 SI4 10,76 3,895 ,333 ,132 ,788 y te 3,423 re 11,04 n va SI1 an Lu Squared Scale Mean if Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Scale Statistics Mean Variance 14,67 Std Deviation 5,815 N of Items 2,411 t to hi ng Scale: PE (Cá nhân hóa) ep n w lo Case Processing Summary ad y th Cases N Valid % 300 100,0 ,0 300 100,0 ju a Excluded yi Total pl n ua al a Listwise deletion based on all variables in the procedure n va m ll fu Reliability Statistics Cronbach's Standardized Alpha Items N of Items ,765 z ,760 tz n oi Alpha Based on Cronbach's jm ht vb PE2 ,678 ,481 ,495 PE2 ,678 PE3 ,481 1,000 ,435 ,384 ,435 1,000 ,220 PE4 ,495 ,384 ,220 1,000 an Lu 1,000 PE4 om l.c PE1 PE3 gm PE1 k Inter-Item Correlation Matrix n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Item-Total Statistics Squared Cronbach's t to Scale Variance Corrected Item- Multiple Alpha if Item Item Deleted if Item Deleted Total Correlation Correlation Deleted 10,95 3,562 ,728 ,560 ,605 PE2 10,79 4,061 ,642 ,478 ,663 PE3 10,57 4,212 ,455 ,254 ,760 10,47 4,223 ,440 ,251 ,768 ep PE1 n w hi ng Scale Mean if PE4 lo ad y th Scale Statistics ju Mean Variance Std Deviation yi 6,608 2,571 pl 14,26 N of Items n ua al n va tz n oi m ll fu Scale: FO (Địa vị xã hội) Case Processing Summary Valid ,0 Total 300 100,0 k Excluded jm 100,0 ht 300 a vb Cases % z N gm a Listwise deletion based on all variables in the om l.c procedure Lu Reliability Statistics an Cronbach's n va Alpha Based on Standardized Alpha Items N of Items Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn y ,709 te ,703 re Cronbach's C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Inter-Item Correlation Matrix FO1 FO2 FO3 t to hi ng FO1 1,000 ,594 ,433 FO2 ,594 1,000 ,318 FO3 ,433 ,318 1,000 ep Item-Total Statistics n w lo Cronbach's Scale Mean if Scale Variance Corrected Item- Multiple Alpha if Item Item Deleted if Item Deleted Total Correlation Correlation Deleted ad 1,926 ,630 ,418 ,482 6,95 1,954 ,528 ,357 ,601 2,066 ,418 ,193 ,744 ju 7,40 yi y th FO1 Squared FO2 FO3 6,66 pl n ua al Mean Variance Std Deviation N of Items fu 3,883 1,971 tz n oi m ll 10,50 n va Scale Statistics z Scale: CS (Chất lượng dịch vụ) k jm ht vb gm Case Processing Summary Cases Valid a Excluded 300 100,0 ,0 300 100,0 an a Listwise deletion based on all variables in the Lu Total % om l.c N n va procedure y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Reliability Statistics Cronbach's t to Alpha Based on hi ng Cronbach's Standardized Alpha Items ep ,720 N of Items ,720 n w lo ad Inter-Item Correlation Matrix CS2 y th CS1 CS1 1,000 CS3 ,380 CS4 CS5 ,304 ,348 ,412 ,380 ju 1,000 ,302 ,310 ,333 CS3 ,304 ,302 1,000 ,281 ,331 CS4 ,348 ,310 ,281 1,000 ,393 CS5 ,412 ,333 ,331 ,393 1,000 yi CS2 pl n ua al n va fu n oi m ll Item-Total Statistics Squared Cronbach's Scale Variance Corrected Item- Multiple Alpha if Item Item Deleted if Item Deleted Total Correlation Correlation Deleted ,515 ,270 ,658 14,97 7,825 ,465 ,220 ,678 CS3 CS4 14,96 8,370 ,422 ,179 ,694 15,00 7,970 ,467 CS5 14,92 7,790 ,524 ,225 ,677 jm CS2 ht 7,587 vb 14,88 z CS1 tz Scale Mean if ,655 ,281 k gm Mean 11,548 Std Deviation 3,398 N of Items an Lu 18,68 Variance om l.c Scale Statistics n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Kết phân tích nhân tố EFA 1.1 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy t to Bartlett's Test of Sphericity ,886 Approx Chi-Square 3789,369 hi ng df 435 ep Sig ,000 Component Matrix Component n w lo ,792 ,789 RE2 AS1 ,678 TA3 ,666 TA4 ,647 AS2 ,627 TA5 ,603 RE3 ,593 CS1 ,553 RE4 ,548 AS3 ,534 CS2 ,505 yi ,729 pl n ua al n va tz n oi m ll fu AS4 z CS4 vb CS3 PE3 ,518 SI2 -,641 SI3 -,584 -,577 Lu ,556 om l.c ,569 gm ,652 PE4 k PE2 jm ,673 ht PE1 SI1 ,816 ju TA2 y th RE1 ad TA1 a FO2 ,708 FO3 ,664 re ,734 n va FO1 an SI4 CS5 -,522 Extraction Method: Principal Component Analysis a components extracted Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn y te AS5 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Communalities Extraction t to hi ng ep ,798 TA2 ,733 TA3 ,657 TA4 ,606 TA5 ,467 RE1 ,777 RE2 ,686 RE3 ,604 n w TA1 lo AS1 ad RE4 ,748 y th AS2 ,588 ,672 AS3 ju AS4 ,579 AS5 ,503 SI1 ,768 SI2 ,722 SI3 ,586 SI4 ,363 PE1 ,778 PE2 ,685 PE3 ,462 PE4 ,526 FO1 ,746 FO2 ,663 FO3 ,590 CS1 ,505 CS2 ,489 CS3 ,395 CS4 ,486 CS5 ,607 ,609 yi pl n ua al n va tz n oi m ll fu z gm om l.c Principal Component k jm ht vb Extraction Method: Lu Analysis an n va y te re Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Total Variance Explained Extraction Sums of Squared Loadings Component Total % of Variance Rotation Sums of Squared Loadings Cumulative % Total % of Variance Cumulative % t to hi ng ep 8,452 28,173 28,173 3,622 12,075 12,075 2,222 7,406 35,580 2,897 9,657 21,732 1,917 6,390 41,969 2,575 8,582 30,314 1,764 5,879 47,848 2,486 8,287 38,601 1,512 5,041 52,888 2,453 8,178 46,779 1,406 4,688 57,577 2,398 7,992 54,771 1,127 3,756 61,333 1,969 6,562 61,333 n w lo ad Extraction Method: Principal Component Analysis y th Rotated Component Matrix Component yi ju ,732 TA2 ,706 TA4 ,678 TA5 ,581 n va TA3 n ua al ,760 pl TA1 a AS3 ,704 AS4 ,702 AS5 ,625 ,581 CS2 ,509 k ,603 CS3 jm CS1 ht ,666 vb ,743 CS4 z CS5 tz ,715 n oi AS2 m ll ,751 fu AS1 ,784 PE4 ,712 PE3 ,633 om l.c ,841 PE2 gm PE1 ,688 RE2 ,646 RE1 ,646 n va RE3 an ,711 Lu RE4 SI3 ,697 SI4 ,550 Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn y ,799 te ,823 SI1 re SI2 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an FO1 ,818 FO2 ,765 FO3 ,742 Extraction Method: Principal Component Analysis t to Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations hi ng ep Component Transformation Matrix n w Component lo 1 ,565 ,402 -,172 -,072 ,260 ,414 ,302 ,183 -,468 ,250 ,826 -,050 -,047 ,035 ,494 -,066 ,235 ,057 -,813 ,163 -,039 -,265 ,073 -,222 -,002 -,040 ,934 -,558 ,497 ,401 ,033 -,406 ,322 ,107 pl ,395 ,028 ,241 -,774 ,379 -,135 ,354 ,235 -,576 ,020 -,110 -,020 ,800 ,121 -,007 yi ju y th ad 2 n ua al Extraction Method: Principal Component Analysis n va Rotation Method: Varimax with Kaiser Normalization m ll fu Component Score Coefficient Matrix n oi Component tz -,052 -,041 -,007 -,022 -,009 -,010 -,037 -,133 -,027 ,042 -,167 -,066 -,056 -,038 -,014 -,007 ,028 TA5 ,211 -,013 -,057 -,037 -,013 -,001 -,024 RE1 ,044 -,047 -,033 -,002 RE2 ,000 -,039 -,027 -,020 ,291 -,043 -,033 ,314 -,036 -,006 RE3 -,032 -,065 -,075 -,019 ,390 -,029 RE4 -,134 -,020 -,032 AS1 ,017 ,295 -,058 -,047 ,434 -,012 ,009 -,062 ,006 AS2 ,012 ,286 ,033 -,012 -,123 -,015 -,012 AS3 ,007 AS4 -,023 ,288 -,040 -,027 -,030 -,020 -,082 ,309 -,051 ,030 -,130 -,006 ,078 AS5 SI1 -,273 ,312 -,005 -,011 ,155 -,002 -,014 -,044 ,009 ,020 -,010 -,090 ,375 ,029 SI2 -,034 ,000 -,035 -,020 -,083 ,406 ,001 SI3 -,120 -,074 ,055 ,011 ,054 ,337 -,030 SI4 -,004 ,025 -,159 -,004 ,016 ,281 -,028 jm ht vb -,015 -,019 y Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn -,018 te -,006 ,272 re ,326 TA4 n va TA3 an -,041 Lu -,004 -,012 om l.c -,028 -,035 gm -,035 ,242 k ,279 TA2 z TA1 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn