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P - KHÁCH HÀNG TP H Chí Minh- 2013 - KHÁCH HÀNG Chuyên 60340102 khoa TP Chí Minh- kinh doanh cị M CL C TRANG PH BÌA L M CL C DANH M C CÁC T VI T T T DANH M C CÁC B NG DANH M C CÁC BI DANH M C CÁC HÌNH 2.1.2.1 Tính vơ hình 10 10 11 2.3.1 Mơ hình SERQUAL (Parasuraman, 1998) 11 2.3.2 Mơ hình SERVPERF (Cronin and Taylor, 1992) 12 2.3.3 Mơ hình FSQ and TSQ (Gronroos, 1984) 12 12 12 13 14 14 16 18 20 21 3.1 21 21 21 3.1.2.1 21 3.1.2.2 22 23 24 3.2.2 24 24 24 25 26 27 4.1.1 27 4.1 30 4.1 30 4.1 32 4.2 34 4.2 34 4.2 39 4.2 41 4.2 49 4.2.5 50 4.2 51 4.2 52 4.2 52 4.2 53 4.2 53 4.3 TNHH Vyoga World 55 4.3 55 4.3 56 4.3 57 4.3 57 4.3 58 4.3 59 4.3 60 4.3 60 61 CÔNG TY TNHH VYOGA WORLD 63 63 công ty TNHH VYOGA WORLD 64 64 65 66 66 67 68 68 69 70 71 72 73 5.4 75 EFA KMO R2 SERQUAL Sig VIF TNHH Exploratory Factor Analysis Meyer : Adjusted P Square Olkin DANH M C CÁC B NG B ng 4.1 : Thông tin m u nghiên c u B ng 4.2 : K t qu B ng 4.3 : K t qu B ng 4.4 : K t qu Thành ph n tính an tồn B ng 4.5 : K t qu Thành ph n y u t s c kho B ng 4.6 : K t qu Thành ph ng B ng 4.7 : K t qu Thành ph c ph c v B ng 4.8 : K t qu Thành ph n tính tin c y B ng 4.9 : K t qu Thành ph n d ch v h tr Thành ph n s n ph m Alpha Thành ph B ng 4.10 : K t qu n h u hình Thành ph n s hài lòng khách hàng B ng 4.11 : B ng k t qu ki nh KMO Bartlett bi cl p B ng 4.12 : B ng k t qu ki nh KMO Bartlett bi n ph thu c B ng 4.13 : K t qu EFA bi n ph thu c B ng 4.14 : B ng tóm t t h s v m phù h p c a mơ hình B ng 4.15 : B ng k t qu h i quy v i bi n ph thu c : Reliability Statistics Cronbach's Alpha N of Items 832 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted SP1 12.58 10.165 609 805 SP2 12.24 9.942 548 823 SP3 12.52 9.704 705 780 SP4 12.78 9.618 613 804 SP5 12.32 9.096 695 780 Reliability Statistics Cronbach's Alpha N of Items 917 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted HH1 11.55 14.185 834 888 HH2 11.71 14.763 727 910 HH3 10.98 14.699 769 901 HH4 10.98 14.811 764 903 HH5 11.60 13.999 840 887 Reliability Statistics Cronbach's Alpha N of Items 798 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted AT1 14.29 10.223 746 709 AT2 14.71 10.514 608 750 AT3 14.41 10.306 727 715 AT4 15.38 13.062 251 853 AT5 14.58 9.985 622 746 Reliability Statistics Cronbach's Alpha N of Items 853 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted AT1 11.33 7.620 788 777 AT2 11.75 8.110 593 856 AT3 11.45 7.720 762 787 AT5 11.62 7.377 659 832 Reliability Statistics Cronbach's Alpha N of Items 816 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted SK1 9.67 8.107 745 713 SK2 9.55 8.473 717 728 SK3 9.61 9.530 738 728 SK4 8.98 11.578 383 871 Reliability Statistics Cronbach's Alpha N of Items 906 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted DU1 10.09 7.059 878 844 DU2 10.92 8.684 757 891 DU3 10.42 8.217 748 892 DU4 10.16 7.454 787 880 Reliability Statistics Cronbach's Alpha 832 N of Items Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted PV1 13.56 14.678 692 788 PV2 13.56 13.656 756 771 PV3 12.77 17.764 205 882 PV4 13.56 13.943 689 786 PV5 14.04 14.590 671 791 PV6 13.69 14.564 673 791 Reliability Statistics Cronbach's Alpha N of Items 882 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted PV1 10.09 12.049 716 857 PV2 10.09 11.242 759 846 PV4 10.09 11.502 690 863 PV5 10.58 11.707 740 851 PV6 10.23 12.024 682 864 Reliability Statistics Cronbach's Alpha 918 N of Items Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted TC1 10.36 7.307 869 873 TC2 10.49 8.072 826 888 TC3 10.42 8.271 766 908 TC4 10.54 8.590 794 900 Reliability Statistics Cronbach's Alpha N of Items 821 Item-Total Statistics Scale Mean if Item Scale Variance if Deleted Item Deleted Corrected Item- Cronbach's Alpha Total Correlation if Item Deleted HT1 7.93 4.090 682 781 HT2 6.92 2.948 704 729 HT3 6.98 2.950 694 742 Reliability Statistics N of Items N of Items 3 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Corrected Item- Cronbach's Alpha Item Deleted Total Correlation if Item Deleted HL1 5.92 3.635 731 700 HL2 6.14 4.464 582 845 HL3 6.29 3.658 729 702 : Rotated Component Matrix a Component HH1 899 HH5 896 HH2 818 HH3 772 HH4 766 PV5 846 PV2 829 PV6 807 PV4 780 PV1 775 TC1 912 TC2 861 TC3 858 TC4 846 DU1 835 DU2 833 DU3 810 DU4 787 SP3 813 SP4 737 SP5 694 SP1 662 SP2 580 AT3 852 AT1 851 AT5 699 AT2 694 SK3 806 SK2 799 SK1 793 SK4 551 HT1 787 HT3 756 HT2 729 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 830 Approx Chi-Square 6.007E3 df 561 Sig .000 Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Compo % of Loadings Cumulativ Rotation Sums of Squared Loadings % of Cumulativ Variance e% % of Total Cumulative Variance % nent Total Variance e% Total 9.163 26.950 26.950 9.163 26.950 26.950 3.981 11.709 11.709 3.666 10.784 37.734 3.666 10.784 37.734 3.635 10.691 22.401 3.482 10.242 47.976 3.482 10.242 47.976 3.339 9.821 32.222 2.530 7.442 55.418 2.530 7.442 55.418 3.162 9.300 41.522 2.021 5.945 61.363 2.021 5.945 61.363 3.094 9.100 50.622 1.546 4.548 65.911 1.546 4.548 65.911 2.993 8.802 59.424 1.394 4.101 70.012 1.394 4.101 70.012 2.538 7.465 66.889 1.338 3.935 73.947 1.338 3.935 73.947 2.400 7.058 73.947 904 2.660 76.607 10 803 2.363 78.970 11 775 2.279 81.249 12 595 1.750 82.999 13 498 1.466 84.465 14 471 1.386 85.851 15 457 1.345 87.196 16 428 1.260 88.456 17 396 1.164 89.620 18 367 1.079 90.699 19 349 1.026 91.725 20 313 921 92.647 21 312 918 93.565 22 290 853 94.418 23 278 818 95.235 24 259 762 95.997 25 242 712 96.709 26 228 671 97.380 27 207 608 97.988 28 187 551 98.539 29 174 512 99.051 30 112 329 99.380 31 088 260 99.640 32 066 193 99.834 33 041 121 99.955 34 015 045 100.000 Extraction Method: Principal Component Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 686 Approx Chi-Square 261.326 df Sig .000 Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.215 73.838 73.838 517 17.232 91.070 268 8.930 Total 100.000 Component Matrix Component HL1 891 HL3 890 HL2 794 Extraction Method: Principal Component Analysis a components extracted 2.215 a % of Variance 73.838 Cumulative % 73.838 : HL Pearson Correlation HH Sig (2-tailed) N Pearson Correlation PV 481 ** TC 338 ** DU 304 ** SP 552 ** SK 624 ** AT 563 ** HT 538 ** 556 ** 000 000 000 000 000 000 000 000 224 224 224 224 224 224 224 224 224 ** 067 090 315 178 000 000 000 000 000 224 224 224 224 481 405 ** 306 ** 320 ** 237 ** 292 ** Sig (2-tailed) 000 N 224 224 224 224 224 ** 067 101 171 Sig (2-tailed) 000 315 131 010 015 000 020 000 N 224 224 224 224 224 224 224 224 224 ** 090 101 ** -.037 Sig (2-tailed) 000 178 131 000 000 586 000 000 N 224 224 224 224 224 224 224 224 224 ** Pearson Correlation Pearson Correlation Pearson Correlation 338 304 552 ** 405 ** 171 * 259 Sig (2-tailed) 000 000 010 224 224 224 224 ** 000 N 259 * Pearson Correlation 624 ** 306 ** 163 * 327 ** 163 327 487 * ** 224 224 ** 487 224 224 224 224 224 ** -.037 264 ** 329 ** 224 224 224 ** 329 586 000 000 N 224 224 224 224 224 224 237 ** 156 * 257 ** 386 ** ** 224 000 ** 475 000 000 538 ** 000 000 Correlation 494 000 Sig (2-tailed) Pearson ** 224 N 296 345 ** 224 000 ** ** 358 ** 224 000 320 386 ** 257 000 015 ** 257 * 000 000 563 ** 156 000 000 Correlation 264 ** 000 Sig (2-tailed) Pearson 296 494 ** 395 ** 326 ** 000 000 224 224 224 ** 395 Sig (2-tailed) 000 000 020 000 000 000 000 N 224 224 224 224 224 224 224 433 ** 000 224 224 Pearson 556 Correlation ** 292 ** 257 ** 358 ** 345 ** 475 ** 326 ** 433 ** Sig (2-tailed) 000 000 000 000 000 000 000 000 N 224 224 224 224 224 224 224 224 224 Correlation is significant at the 0.01 level (2 -tailed) Correlation is significant at the 0.05 level (2-tailed) Variables Entered/Removed b Variables Model Variables Entered HT, PV, HH, TC, AT, DU, SK, SP Removed Method Enter a a All requested variables entered b Dependent Variable: HL Model Summary Std Error of the Model R R Square 821 a Adjusted R Square 674 Estimate 662 55142 a Predictors: (Constant), HT, PV, HH, TC, AT, DU, SK, SP b ANOVA Model Sum of Squares Regression Residual Total df Mean Square 135.317 16.915 65.373 215 304 200.690 223 a Predictors: (Constant), HT, PV, HH, TC, AT, DU, SK, SP b Dependent Variable: HL F 55.629 Sig .000 a Coefficients a Unstandardized Coefficients Model Standardized Coefficients B (Constant) Std Error -1.391 177 045 PV 135 TC t 228 HH Beta Collinearity Statistics Sig Tolerance VIF -6.092 000 176 3.953 000 766 1.306 047 120 2.873 004 871 1.149 090 045 089 2.007 046 777 1.287 DU 167 050 162 3.372 001 657 1.523 SP 291 063 234 4.580 000 581 1.720 SK 253 045 265 5.622 000 684 1.463 AT 116 051 111 2.279 024 642 1.558 HT 153 053 141 2.891 004 635 1.574 a Dependent Variable: HL ... 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