một số giải pháp nâng cao chất lượng dịch vụ tiệc cưới của công ty cổ phần du lịch đồng nai

   BÁO CÁO       BIÊN HÒA, THÁNG 12/2013  -  BÁO CÁO     NG NAI   BIÊN HÒA, 12/2013    -                         L       Trang  1 1.  1 2.  2 3.  3 4.  3 5.  3 6.  4   5 1.1  5 1.1.1  5 1.1.2 C 5 1.1.3  10 1.2  lý lun v chng dch v tii 11 1.2.1  11  11  13  15 1.2.2      15 1.3 Các yu t n chng dch v tii 17 1.3.1  17 1.3.2  18 1.3.3  19 1.3.4  19 1.4  20 1.4.1  20 1.4.2  21 1.5  24 1.5.1  24 1.5.2  25  27   28 2.1   28 2.1.1  28 2.1.2  30 2.1.3  Nai 33 2.2   35 2.2.1  35 2.2.2  37 2.3  40 2.3.1  40 2.3.2  42 2.4  43 2.4.1  43 2.4.2  48 2.4.3  50 2.4.4  53 2.4.5  54 2.4.6  58 2.4.7  . 61  68   69 3.1   69 3.2   70 3.1.1  71 3.1.2  74 3.1.3  75 3.1.4  77 3.3  77  79  79    ANOVA Analysis of var   CLDV    EFA  ISO  KMO Kaiser  Meyer  Olkin Measure of Sampling Adequacy MC  TCQG  TCVN  TP  TS  UBND   ng 2.1 2010  2013 37 2  2013 38 3 40 2.4 43 5 44 6 45 7 46 8:  47 9 48 0 50 1 51 2:  51 3 52 4: Ph 53  55 6 56  56 8 57 19 58 0 58 1 59 2 60 3 60 4 61 5  61 6 62 7             62 .28 63 29 63 0 64 1  64 2 65 3 65   30   21  22  25  26  32  54  66 [...]... 9000:2000, “Chất lượng là khả năng của tập hợp các đặc tính của một sản phẩm, hệ thống hay qúa trình để đáp ứng các yêu cầu của khách hàng và các bên có liên quan” 14 8 Theo tiêu chu là m ó c tính v ng (Quality) ng ng các yêu c u Khái ni m ch ng có th g n v i b t c th c th nào: s n ph m, d ch v , quá trình, h th ng, t ch ch ng có th di c t b ng các tính t : x u, trung bình, t t, xu t s c, tuy t h  Đặc điểm... 1.4.1 G 8 ỹ - ỹ d ó ó ở ng ó 21 này ( cáo, , ) và ở ở R ỹ (cái gì?) ở 1.1: Mô hình Gronroos [Nguồn: European Journal of Marketing by Christian Gronroos] 1.4.2 ì ở 8 t tro 8 R R 88 R ó các hãng hàng không, du 88 ó R 22 Ở SERVQUAL[8] 8 ó trong 8 ó ở NHÀ TI TH KHÁCH HÀNG 23 khách hàng : - ì ó 24 ó - ó ó ó ó ó ở ó ó ó 1.5 T 1.5.1 ì ở ở 25 ức độ h i l ng của hách h ng Nguồn: hình chất lượng dịch vụ của arasuraman .    NG NAI  .  30 2.1.3  Nai 33 2.2  