GIẢI PHÁP NÂNG CAO CHẤT LƯỢNG DỊCH VỤ BẢO HÀNH CỦA CÔNG TY ĐIỆN TỬ SAMSUNG TẠI TPHCM.PDF

oanh 60340102 /2013 b p thi t c 1.2.M u u u ng kh 1.4.Ph u u 1.4.2.Th u u c n t Samsung 1.6.1.L ch s v ng c n t Samsung nc 1.6.3.1.D nc 1.6.3.2.Chi nc 1.6.4.Th c tr ng ch ng d ch v b nt Samsung t i Tp.HCM 1.6.5.T ch c c a b ph n 11 1.7.K t c u lu 12 12 NC 13 m 13 m d ch v 13 2.1.2.D ch v 2.1.2.1.Nh 13 m chung c a d ch v 13 2.1.2.2.S m ph c v i n l i cho 14 2.1.3.D ch v b 14 2.1.3.1.B 14 2.1.3.2.D ch v b 2.2.Ch 15 ng d ch v 16 17 ng d ch v c a Parasuraman 17 n ch ng ch ng d ch v 18 ng d ch v 20 2.3.4.M r ng v 2.3.5.M t s 20 u v ch ng d ch v 21 (2009) S d ng n tho i 21 2.3.5.2 u c a Th.S Tr u t ch t ng d ch v n s th o a th gi ng 22 2.3.5.3 a Tr n Th i v i d ch v b u s th a 22 u 23 2.4.1.S pc uv a n t Samsung t i Tp.HCM 23 2.4 3.1.Thi t k ngh 24 26 U 27 u 27 27 3.1.1.1.M 27 27 3.1.1.3.K t qu 28 c 29 c 31 c l p 31 n ph thu c 33 c tr ng v d ch v b a n t Samsung t i Tp.HCM 34 c) 36 3.1.4.1.M ng 36 36 n m u 37 c m u 38 tin c 38 39 li u 40 m 4.2.Ki 40 T QU U 41 u 41 tin c 4.2.1.K t qu ki 41 nh Alpha 41 nh 41 n s tin c 42 ns n kh ns ng 43 p c n 43 ng c m 44 c ph c v 44 4.2 n ch 4.3.K t qu ng d ch v b 45 46 4.3.1.K t qu EFA cho bi c l p 46 4.3.2.K t qu EFA cho bi n ph thu c 47 4.3.3.K t lu n v u 48 49 49 4.3.4.2.K t qu 50 i quy 51 pc 4.3.5.2.Ki nh s 4.3.5.3.K t qu 51 pc 52 i quy 53 4.3.6 ng c c y u t : Gi tu h c v n, Thu nh p c n ch ng d ch v b n ph m c n t Samsung t i Tp.HCM 54 ng c a Gi i 54 ng c tu i 54 ng c h c v n 55 ng c a thu nh p 56 4.3.7.K t qu 56 4.3.7.1.V t 56 4.3.7.2.V ng 57 61 T LU N NGH 62 n tr 62 5.1.1.V 5.1.2.V 5.1.3.V nh 62 n S tin c y 65 nS 5.1.4.V n Kh 5.1.5.V nS ng 67 p c n 70 ng c m 71 5.1.6.V c ph c v 74 5.2.K t lu n ngh 76 79 U THAM KH O 80 83 DANH EFA : - Exploratory Factor Analysis KMO : R2 : Adjusted P Square Kaiser - Meyer - Olkin SERQUAL : Sig : : TQ : VIF : CSP : ESC ASC DSP : SP m (Dealer Service Center) : TV LCD LED CRT CNTT TT KCN VN USD GDP CPI (Gross Domestic Product) ice Index) NVVP (Promotion Girl) 28 41 - Th 42 Alpha Alpha - 44 lpha - 44 - 45 lpha : 43 - 42 45 46 : 47 48 50 51 53 2: Log 17 23 30 48 Correlations TAN Pearson Correlation TAN Sig (2-tailed) N Pearson Correlation REL REL RES 414 ** 202 414 ** 202 202 202 202 202 202 ** ** ** ** 202 ** ** 450 355 ** 355 000 202 202 202 202 202 ** 122 ** 000 085 000 000 202 202 202 202 ** ** 202 202 ** ** ** 560 464 464 Sig (2-tailed) 000 000 000 202 202 202 202 ** ** 122 ** 293 219 219 Sig (2-tailed) 000 000 085 202 202 202 202 ** ** ** ** 296 464 459 531 ** ** 000 000 202 202 202 ** 002 371 296 002 N ASS 524 000 202 424 371 000 000 298 293 000 000 413 560 000 Sig (2-tailed) Pearson Correlation ** 000 N EMP 527 000 202 Pearson Correlation 424 000 N ACC 298 SQG ** 000 000 Pearson Correlation 413 ASS ** 000 N RES EMP ** 000 Sig (2-tailed) Pearson Correlation 450 ACC ** 464 328 473 ** 000 000 202 202 202 ** 328 525 ** Sig (2-tailed) 000 000 000 000 000 N 202 202 202 202 202 202 202 ** ** ** ** ** ** Pearson Correlation SQG 527 524 459 531 473 000 525 Sig (2-tailed) 000 000 000 000 000 000 N 202 202 202 202 202 202 ** Correlation is significant at the 0.01 level (2-tailed) 202 - b Model Summary Model R R Adjusted R Std Error of Squar Square the Estimate e 743 a Change Statistics R Square F Change df1 Durbindf2 Change 553 539 41207 Watson Sig F Change 553 40.164 195 000 a Predictors: (Constant), ASS, RES, EMP, REL, TAN, ACC b Dependent Variable: SQG a ANOVA Model Sum of Squares df Mean Square Regression 6.820 Residual 33.111 195 170 Total 40.919 74.030 201 a Dependent Variable: SQG b Predictors: (Constant), ASS, RES, EMP, REL, TAN, ACC F 40.164 Sig .000 b 1.743 Coefficients Model Unstandardized Coefficients a Standardized t Sig Collinearity Statistics Coefficients B (Constant) Std Error 161 059 REL 180 RES Tolerance 325 TAN VIF -2.154 032 163 2.742 007 651 1.536 065 168 2.766 006 624 1.602 202 068 171 2.979 003 698 1.432 ACC 156 069 145 2.253 025 552 1.811 EMP 294 059 260 4.977 000 837 1.194 ASS -.700 Beta 204 062 191 3.298 001 686 1.459 a Dependent Variable: SQG - INDEPENDENT SAMPLES TEST, ANOVA Independent Samples Test: Gi i Group Statistics Sex N Mean Std Deviation Std Error Mean Nam 100 3.7717 66187 06619 Nu 102 3.7108 56625 05607 Nam 100 4.1100 58174 05817 Nu 102 4.0238 54836 05430 Nam 100 4.1000 53123 05312 Nu 102 4.1008 49877 04939 Nam 100 4.2040 54605 05460 Nu 102 4.1490 58135 05756 Nam 100 4.0738 51801 05180 Nu 102 4.0159 55810 05526 Nam 100 4.1080 53138 05314 Nu 102 4.0039 60032 05944 TAN REL RES ACC EMP ASS Independent Samples Test Levene's Test for Equality t-test for Equality of Means of Variances F Sig t df Sig (2-tailed) Mean Difference Std Error 95% Confidence Interval of Difference the Difference Lower Equal variances assumed 3.867 051 Upper 703 200 483 06088 08661 -.10990 23167 702 194.094 484 06088 08674 -.11020 23196 1.084 200 280 08619 07953 -.07063 24301 1.083 198.763 280 08619 07958 -.07073 24311 -.012 200 991 -.00084 07249 -.14378 14210 -.012 198.637 991 -.00084 07253 -.14387 14219 693 200 489 05498 07939 -.10157 21153 693 199.636 489 05498 07934 -.10147 21144 763 200 446 05782 07580 -.09165 20729 763 199.407 446 05782 07574 -.09154 20718 1.304 200 194 10408 07983 -.05333 26149 1.305 197.956 193 10408 07973 -.05315 26131 TAN Equal variances not assumed REL RES ACC EMP Equal variances assumed 604 438 Equal variances not assumed Equal variances assumed 359 550 Equal variances not assumed Equal variances assumed 767 382 Equal variances not assumed Equal variances assumed 077 781 Equal variances not assumed Equal variances assumed 1.687 195 ASS Equal variances not assumed ANOVA - tu i (Age) Descriptives N Mean Std Deviation Std Error 95% Confidence Interval for Mean Lower Bound Minimum Maximum Upper Bound 18 - 22 tuoi 43 3.8295 64395 09820 3.6313 4.0276 2.00 5.00 22 - 26 tuoi 51 3.8595 54911 07689 3.7050 4.0139 2.17 5.00 26 - 30 tuoi 42 3.6944 67867 10472 3.4830 3.9059 2.00 5.00 30 - 35 tuoi 39 3.6496 59579 09540 3.4564 3.8427 2.33 5.00 Tren 35 27 3.5802 58538 11266 3.3487 3.8118 2.67 4.67 202 3.7409 61467 04325 3.6556 3.8262 2.00 5.00 18 - 22 tuoi 43 4.0930 48283 07363 3.9444 4.2416 3.00 5.00 22 - 26 tuoi 51 4.0616 57018 07984 3.9013 4.2220 3.00 5.00 26 - 30 tuoi 42 4.1395 55057 08495 3.9679 4.3110 2.57 4.86 30 - 35 tuoi 39 4.0586 65688 10518 3.8457 4.2715 2.43 5.00 Tren 35 27 3.9312 57604 11086 3.7033 4.1591 2.57 5.00 202 4.0665 56538 03978 3.9880 4.1449 2.43 5.00 18 - 22 tuoi 43 4.1462 55195 08417 3.9763 4.3160 2.29 5.00 22 - 26 tuoi 51 4.0420 55644 07792 3.8855 4.1985 3.00 5.00 26 - 30 tuoi 42 4.0816 53837 08307 3.9139 4.2494 2.71 5.00 30 - 35 tuoi 39 4.1538 46509 07447 4.0031 4.3046 3.14 4.86 Tren 35 27 4.0899 40629 07819 3.9292 4.2507 3.29 4.71 202 4.1004 51381 03615 4.0291 4.1717 2.29 5.00 18 - 22 tuoi 43 4.2326 52541 08012 4.0709 4.3943 3.00 5.00 22 - 26 tuoi 51 4.1490 54236 07594 3.9965 4.3016 2.80 5.00 26 - 30 tuoi 42 4.2238 57628 08892 4.0442 4.4034 3.00 5.00 30 - 35 tuoi 39 4.0974 68498 10969 3.8754 4.3195 2.00 5.00 Tren 35 27 4.1778 46188 08889 3.9951 4.3605 3.00 4.80 TAN Total REL Total RES Total ACC Total 4.1762 56342 03964 4.0981 4.2544 2.00 5.00 18 - 22 tuoi 43 4.1250 45806 06985 3.9840 4.2660 3.13 5.00 22 - 26 tuoi 51 4.0931 56283 07881 3.9348 4.2514 2.63 5.00 26 - 30 tuoi 42 4.0446 63367 09778 3.8472 4.2421 3.00 5.00 30 - 35 tuoi 39 3.9679 51276 08211 3.8017 4.1342 3.00 5.00 Tren 35 27 3.9352 48582 09350 3.7430 4.1274 3.13 5.00 202 4.0446 53807 03786 3.9699 4.1192 2.63 5.00 18 - 22 tuoi 43 4.0651 58509 08922 3.8851 4.2452 2.60 5.00 22 - 26 tuoi 51 4.0627 58990 08260 3.8968 4.2287 3.00 5.00 26 - 30 tuoi EMP 202 42 3.9571 56833 08769 3.7800 4.1342 3.00 5.00 30 - 35 tuoi 39 4.1128 57086 09141 3.9278 4.2979 2.20 4.80 Tren 35 27 4.0963 51551 09921 3.8924 4.3002 2.40 4.80 202 4.0554 56823 03998 3.9766 4.1343 2.20 5.00 Total ASS Total ANOVA Sum of Squares (Combined) df Mean Square F Sig 2.167 542 1.447 220 Unweighted 1.752 1.752 4.678 032 Weighted 1.861 1.861 4.970 027 Deviation 306 102 272 845 Within Groups 73.775 197 374 Total 75.942 201 752 188 583 675 Unweighted 372 372 1.156 284 Weighted 258 258 801 372 Between Groups Linear Term TAN (Combined) REL Between Groups Linear Term Deviation 493 164 510 676 Within Groups 63.499 197 322 Total 64.250 201 393 098 368 832 Unweighted 000 000 000 998 Weighted 001 001 003 954 Deviation 392 131 489 690 Within Groups 52.672 197 267 Total 53.065 201 511 128 398 810 Unweighted 091 091 282 596 Weighted 115 115 359 550 Deviation 396 132 411 745 Within Groups 63.294 197 321 Total 63.806 201 950 238 818 515 Unweighted 890 890 3.062 082 Weighted 928 928 3.194 075 Deviation 022 007 026 994 Within Groups 57.242 197 291 Total 58.193 201 586 147 449 773 Unweighted 044 044 135 713 Weighted 029 029 089 766 Deviation 557 186 569 636 Within Groups 64.313 197 326 Total 64.899 201 (Combined) Between Groups RES Linear Term (Combined) Between Groups ACC Linear Term (Combined) Between Groups EMP Linear Term (Combined) Between Groups Linear Term ASS ANOVA h c v n (Education) Descriptives N Mean Std Deviation Std Error 95% Confidence Interval for Mean Lower Bound PTTH Minimum Maximum Upper Bound 14 3.5476 74372 19877 3.1182 3.9770 2.17 4.67 Trung cap 3.7500 72072 29423 2.9936 4.5064 3.00 5.00 Cao dang 52 3.5609 57454 07967 3.4009 3.7209 2.00 4.83 107 3.8520 61230 05919 3.7347 3.9694 2.00 5.00 23 3.7464 52433 10933 3.5196 3.9731 2.50 4.67 Total 202 3.7409 61467 04325 3.6556 3.8262 2.00 5.00 PTTH 14 4.0306 47274 12634 3.7577 4.3036 3.00 4.57 Trung cap 4.0476 53197 21718 3.4893 4.6059 3.43 4.86 Cao dang 52 3.9066 54994 07626 3.7535 4.0597 2.43 5.00 107 4.1375 57910 05598 4.0265 4.2485 2.43 5.00 23 4.1242 56375 11755 3.8804 4.3680 3.00 5.00 Total 202 4.0665 56538 03978 3.9880 4.1449 2.43 5.00 PTTH 14 4.0306 45583 12183 3.7674 4.2938 3.29 4.71 Trung cap 3.8571 67006 27355 3.1540 4.5603 3.00 4.71 Cao dang 52 4.0522 51627 07159 3.9085 4.1959 3.00 5.00 107 4.1268 50805 04912 4.0295 4.2242 2.29 5.00 23 4.1925 53731 11204 3.9602 4.4249 2.71 4.86 Total 202 4.1004 51381 03615 4.0291 4.1717 2.29 5.00 PTTH 14 4.0286 57033 15243 3.6993 4.3579 3.00 4.80 Trung cap 4.1667 46332 18915 3.6804 4.6529 3.80 5.00 Cao dang 52 4.0769 61505 08529 3.9057 4.2482 2.00 5.00 107 4.2243 55403 05356 4.1181 4.3305 2.00 5.00 TAN Dai hoc Sau dai hoc REL Dai hoc Sau dai hoc RES Dai hoc Sau dai hoc ACC Dai hoc Sau dai hoc 4.2696 49583 10339 4.0552 4.4840 2.80 5.00 Total 202 4.1762 56342 03964 4.0981 4.2544 2.00 5.00 PTTH 14 4.3125 46963 12551 4.0413 4.5837 3.63 5.00 Trung cap 3.9375 43120 17604 3.4850 4.3900 3.38 4.50 Cao dang 52 3.8942 50024 06937 3.7550 4.0335 3.00 5.00 107 4.0748 54184 05238 3.9709 4.1786 3.00 5.00 23 4.1087 60573 12630 3.8468 4.3706 2.63 5.00 Total 202 4.0446 53807 03786 3.9699 4.1192 2.63 5.00 PTTH 14 4.0000 61769 16508 3.6434 4.3566 2.40 4.60 Trung cap 4.1000 78740 32146 3.2737 4.9263 3.20 5.00 Cao dang EMP 23 52 4.0000 58343 08091 3.8376 4.1624 3.00 5.00 107 4.0710 56385 05451 3.9630 4.1791 2.20 5.00 23 4.1304 49583 10339 3.9160 4.3448 3.00 4.60 202 4.0554 56823 03998 3.9766 4.1343 2.20 5.00 Dai hoc Sau dai hoc ASS Dai hoc Sau dai hoc Total ANOVA Sum of Squares (Combined) df Mean Square F Sig 3.530 883 2.401 051 393 393 1.068 303 Weighted 1.604 1.604 4.363 038 Deviation 1.927 642 1.747 159 Within Groups 72.411 197 368 Total 75.942 201 1.966 492 1.555 188 Unweighted 121 121 382 537 Weighted 678 678 2.144 145 Deviation 1.288 429 1.358 257 Unweighted Between Groups Linear Term TAN (Combined) REL Between Groups Linear Term Within Groups 62.284 197 Total 64.250 201 814 204 767 548 Unweighted 554 554 2.090 150 Weighted 575 575 2.168 142 Deviation 239 080 300 825 Within Groups 52.251 197 265 Total 53.065 201 1.266 317 997 410 Unweighted 458 458 1.443 231 Weighted 973 973 3.065 082 Deviation 293 098 308 820 Within Groups 62.540 197 317 Total 63.806 201 2.441 610 2.157 075 Unweighted 115 115 406 525 Weighted 002 002 008 927 Deviation 2.439 813 2.873 037 Within Groups 55.752 197 283 Total 58.193 201 370 093 282 889 Unweighted 085 085 258 612 Weighted 215 215 655 419 Deviation 155 052 158 924 Within Groups 64.529 197 328 Total 64.899 201 (Combined) Between Groups RES Linear Term (Combined) Between Groups ACC Linear Term (Combined) Between Groups EMP Linear Term (Combined) 316 Between Groups Linear Term ASS ANOVA Thu nh p (Income) Descriptives N Mean Std Deviation Std Error 95% Confidence Interval for Mean Lower Bound Minimum Maximum Upper Bound - trieu 27 3.6728 81582 15700 3.3501 3.9956 2.00 4.83 - trieu 60 3.7889 57479 07421 3.6404 3.9374 2.50 5.00 - trieu 65 3.7026 55785 06919 3.5643 3.8408 2.00 5.00 - 12 trieu 36 3.8333 66548 11091 3.6082 4.0585 2.33 5.00 Tren 12 14 3.6071 46505 12429 3.3386 3.8757 3.00 4.67 202 3.7409 61467 04325 3.6556 3.8262 2.00 5.00 - trieu 27 3.9524 50895 09795 3.7510 4.1537 3.00 5.00 - trieu 60 4.2262 55002 07101 4.0841 4.3683 3.00 5.00 - trieu 65 4.0242 54956 06817 3.8880 4.1604 2.43 4.86 - 12 trieu 36 4.0040 63198 10533 3.7901 4.2178 2.43 5.00 Tren 12 14 3.9592 55873 14933 3.6366 4.2818 3.00 4.86 202 4.0665 56538 03978 3.9880 4.1449 2.43 5.00 - trieu 27 4.0053 60671 11676 3.7653 4.2453 2.29 5.00 - trieu 60 4.1048 54087 06983 3.9650 4.2445 3.00 5.00 - trieu 65 4.0637 51757 06420 3.9355 4.1920 2.71 5.00 - 12 trieu 36 4.2024 41737 06956 4.0612 4.3436 3.14 4.86 Tren 12 14 4.1735 41244 11023 3.9353 4.4116 3.43 4.86 202 4.1004 51381 03615 4.0291 4.1717 2.29 5.00 - trieu 27 4.1185 60322 11609 3.8799 4.3571 3.00 5.00 - trieu 60 4.1533 59531 07685 3.9995 4.3071 2.80 5.00 - trieu 65 4.2092 56946 07063 4.0681 4.3503 2.00 5.00 - 12 trieu 36 4.1667 58064 09677 3.9702 4.3631 2.00 5.00 Tren 12 14 4.2571 21381 05714 4.1337 4.3806 4.00 4.60 TAN Total REL Total RES Total ACC Total 4.1762 56342 03964 4.0981 4.2544 2.00 5.00 - trieu 27 4.2176 38698 07447 4.0645 4.3707 3.13 5.00 - trieu 60 4.0125 55028 07104 3.8703 4.1547 3.00 5.00 - trieu 65 4.0000 52431 06503 3.8701 4.1299 3.00 5.00 - 12 trieu 36 4.0625 61128 10188 3.8557 4.2693 3.00 5.00 Tren 12 14 4.0089 60340 16127 3.6605 4.3573 2.63 5.00 202 4.0446 53807 03786 3.9699 4.1192 2.63 5.00 - trieu 27 3.9630 67262 12945 3.6969 4.2290 2.40 5.00 - trieu 60 4.1033 53297 06881 3.9657 4.2410 3.00 5.00 - trieu 65 3.9785 54558 06767 3.8433 4.1136 3.00 5.00 - 12 trieu 36 4.1944 58649 09775 3.9960 4.3929 2.20 5.00 Tren 12 EMP 202 14 4.0286 54268 14504 3.7152 4.3419 3.00 4.60 202 4.0554 56823 03998 3.9766 4.1343 2.20 5.00 Total ASS Total ANOVA Sum of Squares (Combined) df Mean Square F Sig .917 229 602 662 Unweighted 016 016 042 839 Weighted 001 001 002 969 Deviation 916 305 802 494 Within Groups 75.025 197 381 Total 75.942 201 2.300 575 1.829 125 Unweighted 091 091 289 591 Weighted 304 304 967 327 Deviation 1.996 665 2.116 099 Between Groups Linear Term TAN (Combined) REL Between Groups Linear Term Within Groups 61.950 197 Total 64.250 201 782 195 737 568 Unweighted 394 394 1.484 225 Weighted 453 453 1.707 193 Deviation 329 110 413 744 Within Groups 52.283 197 265 Total 53.065 201 287 072 223 926 Unweighted 177 177 548 460 Weighted 166 166 515 474 Deviation 121 040 125 945 Within Groups 63.519 197 322 Total 63.806 201 1.028 257 886 473 Unweighted 282 282 972 325 Weighted 244 244 841 360 Deviation 785 262 901 442 Within Groups 57.164 197 290 Total 58.193 201 1.459 365 1.133 342 Unweighted 103 103 321 572 Weighted 164 164 509 476 Deviation 1.295 432 1.341 262 Within Groups 63.440 197 322 Total 64.899 201 (Combined) Between Groups RES Linear Term (Combined) Between Groups ACC Linear Term (Combined) Between Groups EMP Linear Term (Combined) 314 Between Groups Linear Term ASS ... 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