(Luận văn) the influence of employee service on positive word of mouth and repurchase intention in vietnam supermarket sector

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business t to - ng hi ep w Nguyen Duy Tan n lo ad ju y th yi pl The influence of Employee Service ua al n on Positive Word of Mouth n va fu ll and Repurchase Intention oi m at nh in Vietnamese supermarket sector z z ht vb k jm om l.c gm MASTER OF BUSINESS (Honours) n a Lu n va y te re Ho Chi Minh City – 2014 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business t to ng hi ep w Nguyen Duy Tan n lo ad ju y th yi pl The influence of Employee Service ua al n on Positive Word of Mouth n va fu ll and Repurchase Intention oi m at nh in Vietnamese supermarket sector z z ht vb k jm ID: 20110053 om l.c SUPERVISOR: NGUYEN HUU LAM gm MASTER OF BUSINESS (Honours) n a Lu n va y te re Ho Chi Minh City - 2014 ACKNOWLEDGEMENT At the first time of writing an academic paper, my thesis could not be finished without t to ng guides and helps From the bottom of my heart, I really want to write my sincere words hi ep as follows w n Firstly, I would like to thank Dr Nguyen Dinh Tho and Dr Nguyen Huu Lam I lo ad wouldn’t know how to start, how to conduct and how to write my thesis without y th ju guiding of them Dr Tho showed me the way and Dr Lam helped me to walk on that yi pl way I would also thank Dr Nguyen Thi Mai Trang, who always answered my emails, al n ua explained all of my confusions va n I would like to express my deep gratitude to Mr Douglas Foster for supporting online ll fu oi m journal articles I wouldn’t have enough academic materials to write chapter two at nh without his help He was not only a great teacher but also a good friend to me I am z truly grateful to him for being my lecturer z ht vb k jm Also, I want to express my thanks to my classmates, Nguyen Thi Tuyet Oanh and Thai om l.c hadn’t been my friends, I couldn’t have finished my thesis in this year gm Van Trung Hieu They did supported me whenever I needed them Honestly, if they n va training students of ISB Thanks a lot for their precious time to join the surveys of this n a Lu Finally, I would like to thank all of participants in this research, especially in-service y te re research i ABSTRACT Supermarket sector have been one of the most attractive field of Vietnamese economy t to ng in the last ten years The success of a supermarket mainly depends on customer hi ep repurchase intention and positive word of mouth that the supermarket gains from current customers Employee service and customer satisfaction are critical factors w n lo which impact on repurchase intention and word of mouth Nevertheless, little ad ju y th research has investigated the relationship of those concepts This research examines those relationships Using a data set from a sample of 175 consumers, we found that yi pl ua al employee service influences on customer satisfaction and customer satisfaction n impacts on both repurchase intention and positive word of mouth These findings va n suggest that in order to accomplish the success of a supermarket, we must improve ll fu oi m employee service Once we increase employee service, customer satisfaction is at nh increased It influences repurchase intention and positive word of mouth In short, z employee service is a very important factor that supermarket managers need to z vb improve ht k jm gm om l.c Keywords: Customer repurchase intention, positive word of mouth, employee service and customer satisfaction, supermarket n a Lu n va y te re ii TABLE OF CONTENTS CHAPTER 1: INTRODUCTION 1.2 Research problem 1.3 Research questions Research scope ng Research background t to 1.1 hi ep w 1.4 n Research methodology lo 1.5 ad Research contribution 1.7 Thesis structure ju y th 1.6 yi CHAPTER 2: LITERATURE REVIEW AND HYPOTHESES pl al 2.1 Introduction ua n 2.2 Employee Service va n 2.3 Positive Word of Mouth 10 fu ll 2.4 Repurchase intention 11 m oi 2.5 Customer satisfaction 12 nh at 2.6 Hypotheses 13 z z 2.7 Summary 16 vb ht CHAPTER 3: METHODOLOGY 17 jm 3.1 Introduction 17 k gm 3.2 Research process of this study 17 om l.c 3.3 Measurement scales 20 3.4 Qualitative Research 21 a Lu 3.4.1 The purpose of this qualitative research 21 iii y 3.5.1 Sample 24 te re 3.5 Sample and data collection of pilot survey and main survey 24 n 3.4.4 The outcome of this qualitative research 23 va 3.4.3 The conduct of this qualitative research 22 n 3.4.2 Sample of this qualitative research 22 3.5.2 Data collection 25 3.6 The results of Pilot Survey 25 t to 3.6.1 Reliabilty Analysis - Cronbach’s alpha Testing 25 ng 3.6.1.a Employee Service testing 27 hi ep 3.6.1.b Customer Satisfaction testing 28 3.6.1.c Positive Word of Mouth testing 28 w n 3.6.1.d Repurchase Intention testing 28 lo ad 3.6.2 Exploratory Factor Analysis (EFA) 29 y th 3.7 Summary 31 ju yi CHAPTER 4: DATA ANALYSIS AND RESULTS 33 pl ua al 4.1 Introduction 33 n 4.2 Sample Characteristics 33 va n 4.3 Confirmatory factor analysis (CFA) 36 fu ll 4.3.1 CFA of Employee Service (items: es1, es2, es3, es4, es5, es6) 36 m oi 4.3.2 CFA of Customer Satisfaction (items: cs2, cs3, cs4, cs5) 37 nh 4.3.3 CFA of Positive Word of Mouth (items: wm2, wm3, wm4, wm5, wm6) 38 at z 4.3.4 CFA of Repurchase Intention (items: ri1, ri2, ri3, ri4, ri5) 39 z ht vb 4.4 Saturated Model 40 k jm CHAPTER 5: CONCLUSION, IMPLICATION AND LIMITATION 46 gm 5.1 Conclusion 46 l.c 5.2 Implication 48 om 5.3 Limitation and future research 49 a Lu REFERENCES 51 iv y Appendix 5a: Questionnaire in Vietnamese 61 te re Appendix 4: The results of covariance and correlation 60 n Appendix 3: Pilot survey results – EFA fifth time running (last time) 59 va Appendix 2: Pilot survey results – EFA first time running 57 n Appendix 1: Qualitative result – Table 3.1 55 Appendix 5b: Questionnaire in English 65 t to ng hi ep LIST OF TABLES Table 3-2: Reliability result of pilot survey 26 w n Table 3-4 Pattern Matrixa 30 lo ad Table 4-1: Descriptive Statistics 33 y th ju Table 4-4: Regression Weights: (Group number - Default model) 42 yi pl Table 4-5: Standardized Regression Weights: (Group number - Default model) 43 n ua al n va ll fu LIST OF FIGURES oi m at nh Figure 1: Conceptual Model 15 Figure 2: Research Process 19 z z ht vb Figure 3: Result of Employee Service CFA 37 k jm Figure 4: Result of Customer Satisfaction CFA 38 gm Figure 5: Result of Positive Word of Mouth CFA 38 l.c Figure 6: Result of Repurchase Intention CFA 39 om Figure 7: Result of Saturated Model 41 a Lu Figure 8: Structural Results (Standardized estimates) 44 n n va y te re v CHAPTER 1: INTRODUCTION 1.1 Research background t to ng In recent years, the Vietnamese retail market has developed significantly in hi ep comparison with previous decades According to IIB’s analysis on November 2012, sales in the retail industry had been increasing on an average of 27% per year from w n lo 2005 to 2011 International retailers, such as Big C, Metro, Lotte Mart, have come to ad ju y th Vietnam Coop Mart, a domestic retailer, has also expanded very quickly Also, retailing continues to transform Vietnamese economics with domestic consumption as yi pl ua al a primary focus Additionally, retailing has enabled the opening of doors to n international investors because of the young population and the continuously va n urbanizing process This trend should favour continued growth in retailing over the ll fu oi m long term (A.T Kearney, cited by Nguyen, 2010) at nh Despite the fact that Vietnam has fallen from first place in 2008 to 6th place in 2009, z 14th in 2010, 23rd in 2011, and 32nd in 2012 according to the annual reports of z vb Global Retail Development Index, with improved growth forecasts in both GDP and ht jm disposable income, Vietnam still remains an attractive market for global retailers k gm Furthermore, according to Vietnam’s WTO commitments, effective January 11, 2015, l.c om Vietnam has to allow the establishment of 100% foreign-invested retail organizations y over the next three to five years In short, the Ministry of Industry and Trade estimates te re Carry Vietnam now operates 19 stores nationwide, a number expected to rise to 30-35 n centres annually over the next three years Meanwhile, Germany’s Metro Cash & va supermarkets in Vietnam to 24 Casino plans to open five supermarkets and shopping n a Lu Casino, owner of the Big C supermarket chain, has developed its number of that by 2020, Vietnam would host some 1,200 to 1,300 supermarkets, and more than 300 shopping centres (Nguyen, 2013) t to ng Apparently, the Vietnamese retail market is very competitive and is set to explode to hi ep develop in the next years 1.2 Research problem w n lo Theoretically, retailers have many choices to implement strategies attracting ad ju y th consumers to come to their supermarkets and spend their money on their goods and services; for instance, they are strategies of promotion, service and price However, yi pl the answer for efficiency of those strategies is not really clear in Vietnamese context ua al n The truth is not everyone spends money when they come to these shopping places va n Consumers who buy at a store one time doesn’t mean that they will surely buy fu ll something in the future Some of them will buy, some will just look at products and oi m at nh not buy, some will never come back, etc Some will talk to others about the z supermarket in a favourable way while others will talk negatively about their shopping z ht vb experience There are plenty of things that could affect the success of a supermarket jm Retailers need to understand their customer attitudes and behaviours in order to come k gm up with appropriate strategies In the international academic arena, there are many l.c research projects related to these issues It is about four concepts: repurchase om Recently, in the past four years, there were a lot of complaints from consumers to n a Lu intention, word of mouth, employee service and customer satisfaction y would be punished However, these incidents have influenced future customer te re newspaper Supermarket managers had to admit that their employees were wrong and n va employee of supermarkets in Vietnam These complaints have been printed in the behaviour This influence needs more research in order to show its importance to those managers who are in charge of planning strategies for supermarkets This study t to ng focuses on observing the important role of employee service on related concepts hi ep mentioned above Customer repurchase intention is critical to a store’s profitability (Jones and Sasser, w n lo cited in Kuo, Hu & Yang, 2013, p.170) Therefore, the retailer can earn repurchase ad ju y th intention of its customers by providing the customer what they want in terms of products and services yi pl Katz and Lazarsfeld (1955) believed that word of mouth (WOM) was seven times ua al n more effective than newspaper ads while Day (1971) estimated that WOM was nine va n times more effective than advertising in changing consumer attitudes, and Morin fu ll (1983) showed that “other people’s recommendations” were three times more oi m z advertising (cited by Goyette et al., 2010) at nh effective in terms of stimulating purchases of over 60 different products than was z ht vb Yoo et al (as cited in Nguyen, 2011) found that personal service has a direct effect on jm consumer in-store emotion and indirectly creates consumer store attitude Retailers k gm easily lose customers to their competitor because of doing poorly in this area of om l.c providing service n and retail management (cited in Theodoridis and Chatzipanagiotou, 2008) a Lu Anselmsson (2006) supplemented that satisfaction is a crucial issue for both customer y industry te re these four concepts that contribute to the overall study in the Vietnamese retail n va Due to these important roles mentioned above, it is now necessary to research on Pollack, B.L (2009) Linking the hierarchical service quality model to customer satisfaction and loyalty Journal of Service Marketing, 23(1), 42-50 t to ng doi:10.1108/08876040910933084 hi ep Prokopis K Theodoridis, Kalliopi C Chatzipanagiotou (2008) Store image attributes and customer satisfaction across different customer profiles within the w n lo supermarket sector in Greece European Journal of Marketing, Vol 43 No 5/6, ad ju y th pp 708-734 Shahrokh, Z D., Oveisi, N., Timasi, S M (2013) The Effects of Customer Loyalty yi pl on Repurchase Intention in B2C Journal of Basic and Applied Scientific ua al n Research, ISSN 2090-4304, pp 636-644 va n Siu, Y.M.N and Cheung, J.T.H (2001) A measure of retail service quality fu ll Marketing Intelligence & Planning, 19/2 pp 88-92 MCB University Press oi m at nh ISSN 0263-4503 z Wang, Xuehua (2011) The effect of inconsistent word-of-mouth during the service z ht vb encounter Journal of Services Marketing, Vol 25, No 4, 2011, 252-259 k jm Yoo, D.K and Park, J.A (2007) Perceived service quality – analyzing relationships gm among employees, customers, and financial performance International Journal om l.c of Quality & Reliability Management, Vol 24 No 9, pp 908-26 n a Lu n va y te re 54 Appendix 1: Qualitative result – Table 3.1 t to ng Variables/Items Source hi Factor ep Employee Service (SCE) w n Supermarket X’s employees are willing to serve me Adapted Supermarket X’s employees are available when I need them from ES1 ES2 ES3 Supermarket X’s employees enthusiastically answer my questions ES4 Supermarket X’s employees are very polite ES5 Supermarket X’s employees are very friendly ES6 Supermarket X’s employees serve quickly lo ad ju y th Nguyen and yi pl Nguyen ua al (2003) n n va ll fu Customer Satisfaction (SC) oi m CS1 I like to purchase goods from Supermarket X Adapted CS2 I think that purchasing from Supermarket X is a good idea CS3 I feel satisfied with Supermarket X 10 CS4 I would be happy shopping at Supermarket X in the future 11 CS5 Supermarket X is meeting my expectation 12 CS6 Supermarket X is better than other supermarket 13 CS7 Overall, I am satisfied with the experience of purchasing at at nh z from Fang, z ht vb Chiu, and k jm Wang gm (2011) and (2011) n a Lu Supermarket X om l.c Pham & Le va I am proud to say to others that I am Supermarket X’s customer Adapted 55 y WM1 te re 14 n Positive Word of Mouth (PWOM) Variables/Items Source Factor t to ng hi 15 I recommend Supermarket X WM3 I speak of Supermarket X’s good points ep WM2 16 from Goyette et w al (2010) n WM4 18 WM5 19 WM6 I mostly say positive things about Supermarket X to others lo 17 ad y th I have spoken favorably of Supermarket X to others ju yi pl I strongly recommend people to buy goods from Supermarket X n ua al Repurchase Intention (RI) If I could, I would like to continue purchasing goods from Adapted n RI1 va 20 oi Wang z z (2011) and It is likely that I will continue purchasing goods from Supermarket X Kuo, Hu & k jm in the future ht vb RI3 at future 22 Chiu & I intend to continue purchasing goods from Supermarket X in the nh RI2 from Fang, m 21 ll fu Supermarket X RI4 I anticipate repeat purchasing from Supermarket X in the near future 24 RI5 I expect to repeat purchase from Supermarket X in the near future Yang gm 23 om l.c (2013) n a Lu n va y te re 56 Appendix 2: Pilot survey results – EFA first time running t to Table 3-3 ng Pattern Matrixa hi ep Factor w n lo 956 ad Repurchase Intention y th Repurchase Intention 879 ju yi 678 pl Repurchase Intention al 675 n ua Repurchase Intention 612 326 n va Repurchase Intention oi m 770 nh 721 at Employee Service 859 ll Employee Service fu Employee Service z 564 k Employee Service jm 653 ht Employee Service vb 707 z Employee Service Customer Satisfaction 670 Customer Satisfaction 484 Customer Satisfaction 408 n va 697 n Customer Satisfaction a Lu 734 om Customer Satisfaction l.c 833 gm Customer Satisfaction y te re 57 Customer Satisfaction 403 t to ng hi ep Positive Word of Mouth 811 Positive Word of Mouth 728 Positive Word of Mouth 717 Positive Word of Mouth 706 w n 621 lo Positive Word of Mouth ad 332 361 ju y th Positive Word of Mouth yi Extraction Method: Principal Axis Factoring pl ua al Rotation Method: Promax with Kaiser Normalization n a Rotation converged in iterations n va ll fu oi m at nh z z ht vb k jm om l.c gm n a Lu n va y te re 58 Appendix 3: Pilot survey results – EFA fifth time running (last time) t to Table 3-5: KMO and Bartlett's Test ng Kaiser-Meyer-Olkin Measure of Sampling hi ep 871 Adequacy Approx Chi-Square w Bartlett's Test of 1.447E3 n lo df ad Sphericity 190 y th Sig .000 ju yi pl al n ua Table 3-6: Total Variance Explained n va Rotation Sums of Squared ll fu Extraction Sums of Squared m Total Variance % z % Cumulative z Variance % of at Total Cumulative nh Factor % of Loadingsa Loadings oi Initial Eigenvalues Total ht vb 8.002 40.012 40.012 7.615 38.076 38.076 2.904 14.522 54.534 2.511 12.555 1.455 7.275 61.809 1.056 5.281 55.912 1.157 5.787 67.596 785 3.923 59.836 5.833 … … 20 131 654 100.000 n … 5.569 a Lu … om 72.013 5.675 l.c 4.417 4.381 883 50.631 gm k jm n va y te re 59 Appendix 4: The results of covariance and correlation Table 4-2 Covariances: (Group number - Default model) t to Estimate S.E C.R P Label ng hi ES < > WM ep ES < > RI 100 3.603 *** 346 076 4.582 *** 579 112 5.161 *** 588 090 6.544 *** w 362 n lo < > WM CS < > RI ES < > CS 465 WM < > RI 417 ad CS ju y th yi pl n ua al 090 5.159 *** n va 096 4.339 *** ll fu Estimate oi m Table 4-3 Correlations: (Group number - Default model) ES < > RI 517 CS < > WM 499 CS < > RI 794 ES < > CS 595 WM < > RI 418 z 345 z < > WM at nh ES ht vb k jm om l.c gm n a Lu n va y te re 60 Appendix 5a: Questionnaire in Vietnamese t to Xin chào bạn Mình Nguyễn Duy Tân, học viên MBus - ĐH Kinh Tế Mình ng làm luận văn, mong người dành 10 phút để làm giúp khảo sát hi ep  Siêu thị mà bạn thường mua hàng thuộc hệ thống siêu thi nào? (chỉ chọn 1) w n lo Coop Mart ad yi Lotte ju y th Big C pl Metro n ua al Maximark n ll fu Vinatex mart va Citimart oi m nh Trung bình, tháng, số lần bạn đến mua hàng siêu thị là: at  z z a.Dưới lần/ tháng om l.c gm e.Từ bốn lần / tháng trở lên k d.Ba lần / tháng jm c.Hai lần / tháng ht vb b.Một lần / tháng a Lu Từ “siêu thị X” bảng câu hỏi bên ám siêu thị mà bạn trả lời Mời n n va bạn trả lời cách khoanh trịn vào trả lời Chỉ chọn mức độ ý kiến te re với quan điểm bạn nhất: y 61 Hồn tồn khơng đồng ý Không đồng ý Hơi không đồng ý Không ý kiến Hơi đồng ý Đồng ý Hoàn toàn đồng ý 7 7 7 jm BẢNG CÂU HỎI 7 7 Ơ trả lời nằm bên phải, có mức độ ý kiến: t to ng Số lớn nghĩa bạn đồng ý, Vd: Hồn toàn hi KHÁI ep NIỆM đồng ý - w Số nhỏ bạn không đồng ý, Vd: Hồn tồn n lo ad khơng đồng ý - ju y th 1.Nhân viên siêu thị X sẵn lịng phục vụ tơi 2.Nhân viên siêu thị X ln có mặt kịp thời tơi cần phục vụ 3.Nhân viên siêu thị X giải đáp tận tình thắc mắc của nhân viên 4.Nhân viên siêu thị X lịch yi Về khả pl n ua al n va ll fu oi m at nh 5.Nhân viên siêu thị X thân thiện z 6.Nhân viên siêu thị X phục vụ nhanh nhẹn z hài lịng 2.Tơi nghĩ mua hàng siêu thị X ý kiến tốt ht 1.Tơi thích mua hàng siêu thị X vb Sự k 3.Tôi cảm thấy thỏa mãn với siêu thị X gm 4.Tôi vui vẻ mua hàng siêu thị X tương lai 5.Siêu thị X đáp ứng đủ mong đợi 6.Siêu thị X tốt siêu thị khác n 7.Về tổng quát, thỏa mãn với trải nghiệm mua hàng siêu n om l.c a Lu va Ý định 1.Nếu có thể, tơi muốn tiếp tục mua hàng siêu thị X y thị X te re 62 2.Tơi có ý định tiếp tục mua hàng siêu thị X tương lai sắm 3.Tôi chắn tiếp tục mua hàng siêu thị X tương 7 7 va 4.Tơi thường nói điều tích cực siêu thị X với người 7 t to tái mua lai ng hi 4.Tôi biết trước lặp lại việc mua hàng siêu thị X ep tương lai gần w n 5.Tôi mong đợi lặp lại việc mua hàng siêu thị X lo ad tương lai gần y th 1.Tôi tự hào nói với người khác tơi khách quen tích cực siêu thị X ju Tin đồn yi pl al n ua 2.Tôi giới thiệu siêu thị X với người khác 3.Tơi nói mặt tốt siêu thị X với người khác n ll fu oi m khác nh at 5.Tơi nói cách thích thú siêu thị X với người khác z ht vb Thông tin người trả lời khảo sát: z 6.Tôi khuyên người khác mua hàng siêu thị X om l.c n a Lu b Tuổi tác: Nữ gm Nam k jm a Giới tính: n va te re Từ 18 đến 22 y Từ 23 đến 28 Từ 29 đến 35 Trên 35 63 c Thu nhập hàng tháng (VNĐ): Từ - triệu t to ng Từ triệu đến triệu hi Từ triệu đến 10 triệu ep Từ 10 triệu đến 20 triệu w n Trên 20 triệu lo ad Khảo sát đến hết Xin chân thành cảm ơn bạn dành thời gian ju y th yi pl n ua al n va ll fu oi m at nh z z ht vb k jm om l.c gm n a Lu n va y te re 64 Appendix 5b: Questionnaire in English t to Dear Sir or Madam I am Nguyen Duy Tan, a MBus student of UEH I am doing my ng thesis Hopefully you spend 10 minutes to finish this survey for me hi ep Supermarket that you most-often purchase is: (please choose one option) w n  lo ad Coop Mart yi Lotte ju y th Big C pl n va Citimart n Maximark ua al Metro ll fu oi m Vinatex mart at nh  Averagely, in a month, how often you purchase in this supermarket? z k om l.c gm e Four times a month or more jm d Three times a month ht c Twice a month vb b Once a month z a Less than once a month n va have chosen above Please answer by circling one of seven numbers Choose the one that n a Lu The word “Supermarket X” in the following questionnaire implies to the supermarket you te re matches your opinion: y 65 Slightly disagree Neutral Slightly agree Agree Totally agree ng 7 7 7 7 The greater the number is, the higher your agreement is hi ep PT Disagree t to CONCE gm There are seven levels: Totally disagree QUESTIONNAIRE Ex: Totally agree - w n The smaller the number is, the higher your disagreement is lo ad Ex: Totally disagree - ju y th Supermarket X’s employees are willing to serve me e Service Supermarket X’s employees are available when I need them yi Employe pl ua al n Supermarket X’s employees enthusiastically answer my n va ll fu questions oi m Supermarket X’s employees are very polite z Supermarket X’s employees serve quickly at nh Supermarket X’s employees are very friendly z ht vb Customer I like to purchase goods from Supermarket X -on I feel satisfied with Supermarket X I would be happy shopping at Supermarket X in the future Supermarket X is meeting my expectation Supermarket X is better than other supermarket n Overall, I am satisfied with the experience of purchasing at n k I think that purchasing from Supermarket X is a good idea l.c jm Satisfacti om a Lu va If I could, I would like to continue purchasing goods from y Repurcha te re Supermarket X 66 -se Supermarket X Intention I intend to continue purchasing goods from Supermarket X in t to 7 7 7 7 7 the future ng hi It is likely that I will continue purchasing goods from ep Supermarket X in the future w n I anticipate repeat purchasing from Supermarket X in the near lo ad future y th ju I expect to repeat purchase from Supermarket X in the near yi pl future al I am proud to say to others that I am a Supermarket X’s Word of customer Mouth I recommend Supermarket X n ua Positive n va ll fu oi m I speak of Supermarket X’s good points nh at I mostly say positive things about Supermarket X to others z z I have spoken favorably of Supermarket X to others vb ht I strongly recommend people buy goods from Supermarket X k jm Respondents’ information: gm Male n a Lu Female om l.c a Sex: va n b Age: te re y From 18 to 22 From 23 to 28 From 29 to 35 67 Over 35 c Monthly income (VND): t to ng From - million hi ep From more than million to million From more than million to 10 million w n lo From more than 10 million to 20 million ad More than 20 million y th ju This is the end of the survey Thank you for your time yi pl n ua al n va ll fu oi m at nh z z ht vb k jm om l.c gm n a Lu n va y te re 68