Đánh giá sự hài lòng của khách hàng đối với chất lượng dịch vụ tại khách sạn bảo ngọc lao bảo

u AI HOĩC HU TRặèNG AI HOĩC KINH T KHOA H THNG THNG TIN KINH T . t H KHOẽA LUN TT NGHIP AI HOĩC i h cK in h NH GI S HI LềNG CA KHCH HNG I VI CHT LNG DCH V TI KHCH SN BO NGC - LAO BO Tr ng Sinh vión thổỷc hióỷn: Giaớng vión hổồùng dỏựn: NGUYN THAèNH LUN ThS TRệN THậ PHặẽC HAè Nión khoùa: 2010 - 2014 Khoaù hocỹ 2010 - 2014 Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H cK in h t H u hon thnh c ti ny, em xin gi li cm n chõn thnh n ban giỏm hiu Trng i Hc Kinh T Hu, cỏc thy cụ khoa H Thng Thụng Tin Kinh T ó hng dn, ging dy, cung cp kin thc v phng phỏp nm hc va qua Vi kin thc cú c quỏ trỡnh hc tp, khụng ch l nn tng cho quỏ trỡnh nghiờn cu ti m cũn l hnh trang quý bỏu cho em bc vo i mt cỏch vng chc v t tin h Bờn cnh ú, em xin gi li cm n n ban lónh o cụng ty TNHH Bo Phỏt, khỏch sn Bo Ngc - Lao Bo ó to iu kin giỳp , cung cp s liu v nhng kinh nghim thc t em hon thnh tt ti ny ng i c bit, em xin by t lũng bit n chõn thnh v sõu sc nht n Th.s Trn Th Phc H, ngi ó dnh nhiu thi gian v cụng sc trc tip hng dn v giỳp em hon thnh tt ti ny Tr Cui cựng, em xin gi li cm n sõu sc n gia ỡnh, bn bố v nhng ngi thõn luụn theo sỏt v ng h em v mt tinh thn Mc dự cú nhiu c gng nhng hn ch v thi gian cng nh kinh nghim thc t nờn ti khụng trỏnh nhng thiu sút nht nh Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD i Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Kớnh mong qu thy cụ tip tc b sung, gúp ti c hon thin hn u Hu, thỏng nm 2014 Sinh viờn thc hin Nguyn Thnh Luõn t H MC LC Trang LI CM N i h MC LC ii in DANH MC THUT NG VIT TT .v cK DANH MC HèNH V, BIU iv DANH MC BNG BIU v PHN I: T VN h Lý chn ti .1 Mc tiờu nghiờn cu v cõu hi nghiờn cu i i tng v phm vi nghiờn cu Ni dung nghiờn cu .3 Phng phỏp nghiờn cu ng Túm tt nghiờn cu PHN II: NI DUNG V KT QU NGHIấN CU CHNG 1: TNG QUAN V VN NGHIấN CU .8 Tr 1.1 C s lý lun .8 1.1.1 Khỏi nim v khỏch sn v kinh doanh khỏch sn 1.1.2 Khỏi nim v cht lng dch v v cỏc yu t cu thnh cht lng dch v 1.1.2.1 Khỏi nim v cht lng dch v 1.1.2.2 Cỏc yu t cu thnh nờn cht lng dch v .10 1.1.3 í ngha ca nõng cao cht lng dch v 13 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD ii Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H 1.1.4 Khỏi nim v khỏch hng v s hi lũng ca khỏch hng 13 1.1.4.1 Khỏi nim v khỏch hng .13 1.1.4.2 Khỏi nim v s hi lũng 14 1.1.5 Mi quan h gia cht lng dch v v s thừa ca khỏch hng 15 u 1.2 C s thc tin 16 1.2.1 Khỏi quỏt v dch v kinh doanh khỏch sn ti Qung Tr 16 t H CHNG 2: NH GI S HI LềNG CA KHCH HNG I VI CHT LNG DCH V TI KHCH SN BO NGC - LAO BO 18 2.1 Gii thiu khỏi quỏt v khỏch sn Bo Ngc - Lao Bo 18 h 2.1.1 Tng quan v khỏch sn Bo Ngc - Lao Bo 18 in 2.1.2 Chc nng, nhim v ca khỏch sn Bo Ngc .19 2.1.3 C cu t chc, b mỏy qun lý ca khỏch sn Bo Ngc 20 cK 2.1.4 Tỡnh hỡnh lao ng ca khỏch sn qua cỏc nm gn õy 21 2.1.5 Tỡnh hỡnh c s vt cht, k thut ca khỏch sn 22 h 2.1.6 Tỡnh hỡnh lng khỏch n ti khỏch sn 23 2.1.7 Kt qu hot ng kinh doanh ca khỏch sn qua nm 2011 - 2013 23 2.2 Phõn tớch cỏc nhõn t nh hng n s hi lũng ca khỏch hng i vi cht i lng dch v ti khỏch sn Bo Ngc - Lao Bo 25 2.2.1 Thng kờ mụ t mu nghiờn cu 25 2.2.1.1 C cu mu theo gii tớnh 25 ng 2.2.1.2 C cu mu theo tui .25 2.2.1.3 C cu mu theo ngh nghip 26 2.2.1.4 C cu mu theo thu nhp 27 Tr 2.2.1.5 C cu mu theo thi gian lu trỳ trung bỡnh 28 2.2.2 Phõn tớch s hi lũng ca khỏch hng i vi cht lng dch v ti khỏch sn Bo Ngc - Lao Bo 29 2.2.3 Phõn tớch nhõn t khỏm phỏ EFA i vi cỏc nhõn t ca cht lng dch v ti khỏch sn Bo Ngc - Lao Bo 37 2.2.4 Kt qu thng kờ v mc tha ca khỏch hng theo tng nhúm yu t ti khỏch sn Bo Ngc 47 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD iii Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H 2.2.5 ỏnh giỏ chung ca khỏch hng v cht lng dch v ti khỏch sn Bo Ngc - Lao Bo 53 CHNG 3: NH HNG V GII PHP NHM NNG CAO CHT LNG DCH V TI KHCH SN BO NGC - LAO BO 54 u 3.1 nh hng 54 3.2 Phõn tớch im mnh, im yu v cht lng dch v ti khỏch sn Bo Ngc 55 t H 3.2.1 im mnh 55 3.2.2 im yu .55 3.3 Cỏc gii phỏp nõng cao cht lng dch v ti khỏch sn Bo Ngc .55 h 3.3.1 V nhõn viờn phc v 55 in 3.3.2 V Cht lng bung phũng .56 3.3.3 V h thng nh hng, c phờ 56 cK 3.3.4 V c s vt cht, k thut 57 PHN III: KT LUN V KIN NGH 58 h 1.1 Kt lun .58 1.2 Kin ngh 59 i 1.2.1 i vi cỏc cp chớnh quyn .59 1.2.2 i vi khỏch sn Bo Ngc - Lao Bo 59 DANH MC TI LIU THAM KHO Tr ng PH LC Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD iv Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H : Cht lng dch v DV : Dch v KH : Khỏch hng KS : Khỏch sn TP : Thnh ph CSLTDL : C s lu trỳ du lch CSKDLT : C s kinh doanh lu trỳ CSLT : C s lu trỳ TCHC t H h in : T chc hnh chớnh : n v tớnh h VT u CLDV cK DANH MC THUT NG VIT TT : Tiờu chun Vit Nam CNTT : Cụng ngh thụng tin Tr ng i TCVN Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD v Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H DANH MC HèNH V, BIU Trang HèNH V u Hỡnh 1.1: Mụ hỡnh cỏc yu t v cht lng dch v Hỡnh 1.2: Mụ hỡnh cỏc yu t nh hng n s hi lũng ca khỏch hng 15 t H Hỡnh 1.3: Mụ hỡnh cỏc yu t cu thnh s hi lũng ca khỏch hng khỏch sn .16 BIU Hỡnh 2.1: S t chc, b mỏy qun lý khỏch sn Bo Ngc - Lao Bo 20 h Hỡnh 2.2: T l khỏch hng theo gii tớnh 25 in Hỡnh 2.3: T l khỏch hng theo tui .25 cK Hỡnh 2.4: T l khỏch hng theo ngh nghip .26 Hỡnh 2.5: T l khỏch hng theo thu nhp 27 Tr ng i h Hỡnh 2.6: T l thi gian lu trỳ trung bỡnh 28 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD iv Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H DANH MC BNG BIU Trang Tỡnh hỡnh lao ng ca khỏch sn qua nm 2011 - 1013 .21 Bng 2.2: Tỡnh hỡnh c s vt cht, k thut ca khỏch sn 22 Bng 2.3: Tỡnh hỡnh khỏch n ti khỏch sn qua nm 2011 - 2013 23 Bng 2.4: Kt qu hot ng kinh doanh ca khỏch sn qua nm 2011 - 2013 .24 Bng 2.5: Kt qu kim nh tin cy ca thang o mc ỏnh giỏ ca khỏch t H u Bng 2.1: hng i vi cht lng dch v ti khỏch sn Bo Ngc 30 Kt qu kim nh One Sample T-test v nhõn viờn phc v khỏch sn.30 Bng 2.7: Kt qu kim nh One Sample T-test v cht lng bung phũng KS 31 Bng 2.8: Kt qu kim nh One Sample T-test v c s vt cht khỏch sn 32 Bng 2.9: Kt qu kim nh One Sample T-test v cht lng nh hng, c phờ 32 in h Bng 2.6: cK Bng 2.10: Kt qu kim nh One Sample T-test v an ton, an ninh khỏch sn 33 Bng 2.11: S khỏc bit v mc ỏnh giỏ ca hai nhúm i tng bng kim nh h ANOVA v nhõn viờn phc v 34 Bng 2.12: S khỏc bit v mc ỏnh giỏ ca hai nhúm i tng bng kim nh ANOVA v cht lng bung phũng 35 i Bng 2.13: S khỏc bit v mc ỏnh giỏ ca hai nhúm i tng bng kim nh ANOVA v mt bng, c s vt cht 36 Bng 2.14: S khỏc bit v mc ỏnh giỏ ca hai nhúm i tng bng kim nh ng ANOVA v cht lng nh hng, c phờ gii khỏt 36 Bng 2.15: S khỏc bit v mc ỏnh giỏ ca hai nhúm i tng bng kim nh ANOVA v an ton, an ninh khỏch sn 37 Bng 2.16: Kt qu kim nh KMO 38 Tr Bng 2.17: Tng bin ng c gii thớch 38 Bng 2.18: Kt qu xoay nhõn t ln th t .39 Bng 2.19: Kt qu kim nh Cronbachs Alfa 42 Bng 2.20: Model Summary 44 Bng 2.21: ANOVA .44 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD v Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Bng 2.22: Mụ hỡnh hi quy s hi lũng ca khỏch hng i vi cht lng dch v ti khỏch sn Bo Ngc - Lao Bo 45 Bng 2.23: Kt qu kim nh one - sample T-test vtỏc phong, ý thc lm vic ca nhõn viờn 47 u Bng 2.24: Kt qu thng kờ mụ t mc tha theo tỏc phong, ý thc lm vic ca nhõn viờn 48 t H Bng 2.25: Kt qu kim nh one sample T-test v cht lng bung phũng c trỳ 49 Bng 2.26: Kt qu thng kờ mụ t mc tha theo cht lng bung phũng c trỳ 49 Bng 2.27: Kt qu kim nh one sample T-test v cht lng phc v ti nh hng, in h c phờ .50 Bng 2.28: Kt qu thng kờ mụ t mc tha theo cht lng phc v ti cK nh hng, c phờ .50 Bng 2.29: Kt qu kim nh one sample T-test v khụng gian nh hng, c phờ .51 Bng 2.30: Kt qu thng kờ mụ t mc thừa theo khụng gian nh hng, h c phờ .51 Bng 2.31: Kt qu kim nh one sample T-test v ngoi hỡnh, phong cỏch nhõn viờn 52 i Bng 2.32: Kt qu thng kờ mụ t mc thừa theo ngoi hỡnh, phong cỏch Tr ng nhõn viờn 52 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD vi Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H PHN I: T VN Lý chn ti Trong xu hng phỏt trin kinh t hin nay, lnh vc dch v ang ngy cng u phỏt trin a dng vi mc cung ng dch v ngy cng cao ỏp ng nhu cu ngy cng cao ny, hng lot cỏc cụng ty hot ng lnh vc dch v ny ó mc lờn t H lm cho mụi trng cnh tranh ngy cng tr nờn khc lit hn Nh mt quy lut tt yu, ngnh ngh no cng cú nhiu i th cnh tranh thỡ th trng cng b chia nh, vỡ vy doanh nghip mun ng vng trờn th trng, mun sn phm dch v ca mỡnh ngy cng c nhiu ngi chỳ ý n thỡ phi khụng ngng nõng cao cht h lng dch v ca doanh nghip mỡnh Vỡ th, vic thng xuyờn ỏnh giỏ, nõng cao in cht lng dch v l vic lm ht sc cn thit i vi mi doanh nghip cK Mt nhng hot ng ch yu v then cht ca ngnh du lch - dch v l kinh doanh khỏch sn, hot ng cung cp dch v nhm tha nhu cu n ung v lu trỳ ca khỏch hng Khỏch sn Bo Ngc cng l mt s cỏc n v hot h ng lnh vc ny vi cỏc dch v chớnh: lu trỳ, nh hng, t chc tic, khu vui chi Khỏch sn Bo Ngc l mt khỏch sn thuc a bn khu thng mi kinh t c bit Lao Bo, ni cú nhiu doanh nghip hot ng cựng lnh vc kinh doanh i khỏch sn khin s cnh tranh din gay gt, iu ny ũi hi Bo Ngc n lc nhiu hn na S cnh tranh õy khụng ch trờn phng din v giỏ c m cũn ph thuc vo cht lng dch v cú ỏp ng c nhu cu ca khỏch hng hay khụng ng t ú ỏp ng mt cỏch tt nht nhu cu ca khỏch hng Mt khỏch hng cm thy hi lũng, thừa thỡ hỡnh nh ca khỏch sn cng c ỏnh giỏ cao, khụng nhng h s quay li m cũn gii thiu cho bn bố, ngi thõn giỳp khỏch sn cú thờm nhiu khỏch hng mi Do ú, vic xỏc nh cht lng dch v hiu rừ hn nng Tr lc hin ti, tỡm c nhng mt tớch cc cng nh nhng hn ch hot ng l iu cn thit m khỏch sn t cú hng i ỳng n thi gian ti v hn ht l ỏp ng c nhu cu ngy cng cao ca khỏch du lch Chớnh vỡ th, xut phỏt t nhng lý ó nờu trờn, tụi ó quyt nh chn ti nghiờn cu: ỏnh giỏ s hi lũng ca khỏch hng i vi cht lng dch v ti khỏch sn Bo Ngc - Lao Bo lm ni dung nghiờn cu ca khúa lun tt nghip Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H PH LC II: D LIU PHN TCH SPSS Thng kờ mụ t v gii tớnh: Frequency Percent Valid Percent Cumulative Valid t H Percent Nam 89 65.9 65.9 65.9 Nu 46 34.1 34.1 100.0 135 100.0 100.0 Total h Thng kờ mụ t v tui: Duoi 18 Tu 18 den 35 Tren 50 i Total Valid Percent Cumulative Percent 7 51 37.8 37.8 38.5 58 43.0 43.0 81.5 25 18.5 18.5 100.0 135 100.0 100.0 h Tu 35 den 50 Percent cK Frequency in Do tuoi Valid u Gioi tinh Thng kờ mụ t v ngh nghip: Nghe nghiep ng Frequency Can bo cong nhan vien Tr Valid Percent Valid Percent Cumulative Percent 42 31.1 31.1 31.1 7 31.9 Kinh doanh, buon ban 81 60.0 60.0 91.9 Huu tri 11 8.1 8.1 100.0 135 100.0 100.0 Hoc sinh, sinh vien Total Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD Khúa lun tt nghip Thng kờ mụ t v thu nhp: Giỏo viờn hng dn: Th.S Trn Th Phc H Thu nhap Frequency Percent Valid Percent Cumulative Percent 7 Tu den trieu 61 45.2 45.2 45.9 Tren trieu 73 54.1 54.1 135 100.0 100.0 Total Thng kờ mụ t v thi gian lu trỳ trung bỡnh: Thoi gian su dung trung binh Percent Valid Percent 39 Tu den 61 Valid Tren Total 28.9 45.2 45.2 74.1 100.0 25.9 25.9 135 100.0 100.0 h Kt qu kim nh Cronbachs alfa v nhõn viờn phc v: Reliability Statistics i N of Items Alpha 866 12 Reliability Statistics N of Items Alpha 827 Tr ng Kt qu kim nh Cronbachs alfa v cht lng bung phũng: Cronbach's Kt qu kim nh Cronbachs alfa v c s vt cht: Reliability Statistics Cronbach's N of Items Alpha 612 Percent 28.9 35 Cronbach's Cumulative 28.9 cK Tu den in h Frequency 100.0 t H Valid u Duoi trieu Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Kt qu kim nh Cronbachs alfa v cht lng nh hng, c phờ gii khỏt: Reliability Statistics Cronbach's N of Items Alpha Reliability Statistics Cronbach's N of Items Alpha 740 t H Kt qu kim nh Cronbachs alfa v an ton,an ninh khỏch sn: u 768 in One-Sample Statistics 135 h phuc vu Mean Std Deviation cK N Trung binh ve nhan vien h Kt qu kim nh One sample T-test v nhõn viờn phc v khỏch sn: 3.3210 Std Error Mean 60851 05237 One-Sample Test Df i T Trung binh ve nhan vien phuc Sig (2-tailed) Mean 95% Confidence Interval of Differenc the Difference e -12.965 134 000 -.67901 Lower Upper -.7826 ng vu Test Value = Tr Kt qu kim nh One sample T-test cht lng bung phũng: Trung binh ve chat luong buong phong One-Sample Statistics N Mean 135 3.7422 Std Deviation 70005 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD Std Error Mean 06025 -.5754 Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H One-Sample Test Test Value = T Df Sig (2-tailed) Mean 95% Confidence Interval of Differenc the Difference e -4.278 134 000 Kt qu kim nh One sample T-test c s vt cht: One-Sample Statistics N 135 3.7531 -.3769 -.1386 Std Deviation Std Error Mean 74754 06434 h Trung binh ve mat bang, co so vat chat Mean -.25778 u buong phong Upper t H Trung binh ve chat luong Lower in One-Sample Test Test Value = Trung binh ve mat bang, co -3.838 Sig (2-tailed) 134 000 Mean 95% Confidence Interval of Difference the Difference Lower -.24691 Upper -.3742 -.1197 h so vat chat Df cK T Kt qu kim nh One sample T-test cht lng nh hng, c phờ: i One-Sample Statistics N Trung binh ve chat luong 135 Tr ng nha hang, ca phe giai khat Trung binh ve chat luong nha hang, ca phe giai khat Mean Std Deviation 3.7570 61055 Std Error Mean 05255 One-Sample Test Test Value = T Df Sig (2-tailed) Mean 95% Confidence Interval of Difference the Difference Lower -4.624 134 000 -.24296 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD -.3469 Upper -.1390 Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Kt qu kim nh One sample T-test an ton, an ninh khỏch sn: One-Sample Statistics Trung binh ve an toan, an Mean 135 ninh khach san Std Deviation 3.8593 Std Error Mean 63542 05469 u N One-Sample Test T Df t H Test Value = Sig (2-tailed) Mean 95% Confidence Interval of Difference the Difference Lower Trung binh ve an toan, an -2.574 134 011 -.14074 -.2489 -.0326 in h ninh khach san Upper Kt qu phõn tớch ANOVA v nhõn viờn phc v: cK ANOVA Sum of Squares Between Groups dong phuc lam viec Within Groups Total Mean Square 512 512 87.681 133 659 h Nhan vien mac dung Df 88.193 134 236 236 Within Groups 150.090 133 1.128 Total 150.326 134 2.154 2.154 Within Groups 136.617 133 1.027 Total 138.770 134 588 588 Within Groups 130.745 133 983 Total 131.333 134 447 447 Within Groups 143.523 133 1.079 Total 143.970 134 217 217 voi nham dap ung Within Groups 123.665 133 930 toi da nhu cau cua KH Total 123.881 134 Nhan vien san sang Between Groups 2.257 2.257 giup do, ho tro KH Within Groups 187.268 133 1.408 can Total 189.526 134 Nhan vien ung xu Between Groups 1.469 Nhan vien luon tuoi i cuoi, than thien voi KH Nhan vien khong phan biet doi xu KH Between Groups Between Groups ng Nhan vien giai dap tot Between Groups thac mac cua KH Nhan vien co mat kip thoi KH can Tr Nhan vien phoi hop tot Between Groups Between Groups Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD 1.469 F Sig .777 380 209 648 2.097 150 598 441 414 521 233 630 1.603 208 1.672 198 Within Groups 116.857 133 cac tinh huong xay Total Nhan vien co y thuc Between Groups lam viec nghiem tuc, 118.326 134 2.418 2.418 Within Groups 127.464 133 958 can than Total 129.881 134 Nhan vien co tac Between Groups 080 080 phong nhanh nhen, Within Groups 95.254 133 716 chu dao Total 95.333 134 3.239 Within Groups 75.694 133 Total 78.933 134 355 Within Groups 85.615 133 Total 85.970 134 Ngoai hinh nhan vien de nhin Between Groups Between Groups Nhan vien lam viec 3.239 2.523 115 111 739 5.691 018 569 355 552 459 F Sig .644 in h chuyen nghiep 879 t H nhanh nhen, xy ly tot Giỏo viờn hng dn: Th.S Trn Th Phc H u Khúa lun tt nghip Kt qu phõn tớch ANOVA v cht lng bung phũng: cK ANOVA Between Groups 050 108.498 133 816 108.548 134 312 312 Within Groups 105.614 133 794 105.926 134 054 054 Within Groups 127.916 133 962 Total 127.970 134 887 887 Within Groups 90.150 133 678 Total 91.037 134 999 999 Within Groups 121.416 133 913 Total 122.415 134 Within Groups h de lua chon Total Phong co day du cac tien Phong duoc bo tri gon gang, ng ngan nap Phong luon duoc dop dep sach se hang Phong co khong gian thoang Between Groups Total Between Groups Between Groups Between Groups 061 805 392 532 056 813 1.308 255 1.094 297 Tr mat Mean Square 050 Co nhieu loai phong khac nghi can thiet Df i Sum of Squares Kt qu phõn tớch ANOVA v c s vt cht: ANOVA Sum of Squares Co nhieu tro choi hap dan, loi Between Groups cuon Within Groups Df Mean Square 1.857 1.857 146.558 133 1.102 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD F 1.685 Sig .197 Total Giỏo viờn hng dn: Th.S Trn Th Phc H 148.415 134 390 390 Within Groups 125.492 133 944 Total 125.881 134 1.609 1.609 Within Groups 123.028 133 925 Total 124.637 134 Between Groups Co bai giu xe rong rai Between Groups Co he thong toan hien dai ANOVA Sum of Squares Between Groups Thuc don da dang, phong phu Khong gian thoang mat, sach se 242 133 703 93.733 134 678 678 112.922 133 849 113.600 134 025 025 Within Groups 91.575 133 689 Total 91.600 134 716 716 Within Groups 70.277 133 528 Total 70.993 134 1.329 1.329 Within Groups 109.975 133 827 Total 111.304 134 h Total Between Groups Within Groups Between Groups Between Groups i Between Groups Dam bao phu hop ve sinh 93.491 h mat Mean Square Within Groups Total Duoc trang tri gon gang, bat Df in khong de khach doi lau 242 cK Nha hang phuc vu kip thoi, 522 1.739 189 t H Kt qu phõn tớch ANOVA v cht lng nh hng, c phờ gii khỏt: 413 u Khúa lun tt nghip F Sig .345 558 798 373 036 850 1.355 247 1.607 207 ng Kt qu phõn tớch ANOVA v an ton, an ninh khỏch sn: He thong phong chay, chua Tr chay dam bao Co loi thoat hiem ro rang ANOVA Sum of Squares Between Groups Mean Square 2.018 2.018 Within Groups 75.716 133 569 Total 77.733 134 2.052 2.052 Within Groups 93.281 133 701 Total 95.333 134 493 493 Within Groups 73.107 133 550 Total 73.600 134 Between Groups Between Groups Khong lo mat cap tai san Df Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD F Sig 3.544 062 2.926 089 897 345 Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Kt qu kim nh KMO sau sau nhõn t ln th 4: Rotated Component Matrix a Component Nhan vien ung xu nhanh 792 u nhen, xy ly tot cac tinh huong xay Nhan vien phoi hop tot voi 771 t H nham dap ung toi da nhu cau cua KH Nhan vien giai dap tot thac mac cua KH Nhan vien khong phan biet doi xu KH Nhan vien san sang giup do, ho tro KH can Co nhieu loai phong khac de lua chon Phong co khong gian 711 h than thien voi KH 696 689 544 i thoang mat Phong luon duoc dop dep sach se hang He thong phong chay, chua chay dam bao ng Phong co day du cac tien nghi can thiet Duoc trang tri gon gang, bat mat in Nhan vien luon tuoi cuoi, 726 cK KH can h Nhan vien co mat kip thoi 822 719 704 572 561 739 737 Co bai giu xe rong rai 550 Tr Dam bao phu hop ve sinh Thuc don da dang, phong phu 529 Khong gian thoang mat, sach se Co loi thoat hiem ro rang Nha hang phuc vu kip thoi, khong de khach doi lau Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD 757 654 639 Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Khong lo mat cap tai san 547 Nhan vien mac dung dong 806 phuc lam viec Nhan vien lam viec chuyen 723 nghiep Ngoai hinh nhan vien de 685 u nhin Co nhieu tro choi hap dan, 768 t H loi cuon Co he thong toan hien dai Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization .597 h a Rotation converged in iterations in KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy cK Approx Chi-Square 1852.713 Df 300 Sig .000 h Bartlett's Test of Sphericity 888 Total Variance Explained Initial Eigenvalues Total i Component % of Cumulative Variance % Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Total % of Cumulative Variance % Total % of Cumulative Variance % 9.628 38.511 38.511 9.628 38.511 38.511 4.110 16.440 16.440 2.323 9.291 47.803 2.323 9.291 47.803 3.400 13.599 30.039 ng 53.634 1.057 4.228 67.704 874 3.497 71.201 804 3.216 74.418 721 2.883 77.300 10 684 2.735 80.036 11 592 2.369 82.405 12 529 2.117 84.523 13 496 1.983 86.505 14 430 1.718 88.223 15 414 1.656 89.879 5.831 1.458 5.831 53.634 2.645 10.580 40.619 1.332 5.328 58.962 1.332 5.328 58.962 2.496 9.985 50.604 1.129 4.515 63.477 1.129 4.515 63.477 2.401 9.605 60.209 1.057 4.228 67.704 1.874 7.496 67.704 Tr 1.458 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD 1.487 91.366 17 338 1.354 92.720 18 311 1.244 93.964 19 290 1.159 95.123 20 257 1.027 96.150 21 246 984 97.133 22 205 821 97.955 23 185 739 98.693 24 170 681 99.374 25 157 626 100.000 u 372 Giỏo viờn hng dn: Th.S Trn Th Phc H t H 16 Khúa lun tt nghip Extraction Method: Principal Component Analysis Reliability Statistics cK Alpha N of Items in Cronbach's h Kt qu kim nh Cronbachs alfa v tỏc phong, ý thc nhõn viờn phc v: 875 h Kt qu kim nh Cronbachs alfa v cht lng bung phũng c trỳ: Reliability Statistics Cronbach's N of Items i Alpha 876 Reliability Statistics Cronbach's N of Items Alpha ng Kt qu kim nh Cronbachs alfa v cht lng phc v ti nh hng, c phờ: 767 Tr Kt qu kim nh Cronbachs alfa v ngoi hỡnh, phong cỏch nhõn viờn: Reliability Statistics Cronbach's N of Items Alpha 783 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Kt qu kim nh Cronbachs alfa v c s vt cht: Reliability Statistics Cronbach's N of Items Alpha u 647 Model Summary Model R Square 755 a Adjusted R Std Error of the Square Estimate 570 553 58711 h R t H Kim nh s phự hp ca mụ hỡnh hi quy: in a Predictors: (Constant), REGR factor score for analysis 1, REGR factor score for analysis 1, REGR factor score for analysis 1, analysis cK REGR factor score for analysis 1, REGR factor score for a ANOVA Sum of Squares Regression Residual Mean Square 58.971 11.794 44.466 129 345 103.437 134 F Sig 34.216 000 b i Total df h Model a Dependent Variable: Cam nhan KH b Predictors: (Constant), REGR factor score for analysis 1, REGR factor score for analysis 1, REGR factor score for analysis 1, REGR factor score for analysis 1, REGR factor score ng for analysis Tr Model (Constant) REGR factor score for analysis REGR factor score for analysis REGR factor score for analysis Coefficients a Unstandardized Coefficients Standardized T Sig Coefficients B Std Error 3.548 051 391 051 288 143 Beta 70.218 000 445 7.713 000 051 327 5.672 000 051 163 2.828 005 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H REGR factor score for analysis REGR factor score for analysis 236 051 269 4.656 000 358 051 407 7.053 000 u a Dependent Variable: Cam nhan KH Kt qu kim nh One sample T-test v tỏc phong, ý thc lm vic ca nhõn viờn: N TB1 Mean 135 Std Deviation 3.2136 78719 Test Value = TB1 -11.608 Sig (2-tailed) Mean Difference 95% Confidence Interval of the in df 06775 134 000 Difference Lower cK T Std Error Mean h One-Sample Test t H One-Sample Statistics -.78642 Upper -.9204 -.6524 h Kt qu kim nh One sample T-test v cht lng bung phũng c trỳ: One-Sample Statistics N 135 i TB2 Mean df ng T TB2 -2.786 3.8296 Std Deviation Std Error Mean 71048 06115 One-Sample Test Test Value = Sig (2-tailed) Mean Difference 95% Confidence Interval of the Difference Lower 134 006 -.17037 Upper -.2913 Tr Kt qu kim nh One sample T-test v cht lng phc v ti nh hng, c phờ: One-Sample Statistics N TB3 Mean 135 3.7130 Std Deviation Std Error Mean 69682 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD 05997 -.0494 Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H One-Sample Test Test Value = t df Sig (2-tailed) Mean Difference 95% Confidence Interval of the Difference Lower -4.786 134 000 -.28704 -.4057 TB4 Mean 135 Std Deviation 3.7444 65823 One-Sample Test -4.511 Sig (2-tailed) Mean Difference 95% Confidence Interval of the 134 000 Difference Lower -.25556 Upper -.3676 -.1435 h TB4 df cK t 05665 in Test Value = Std Error Mean h N t H Kt qu kim nh One sample T-test v khụng gian nh hng, c phờ: One-Sample Statistics -.1684 u TB3 Upper Kt qu kim nh One sample T-test v ngoi hỡnh, phong cỏch nhõn viờn: One-Sample Statistics Mean i N ng TB5 t -5.065 df 3.7111 Std Error Mean 66267 05703 One-Sample Test Test Value = Sig (2-tailed) Mean Difference 95% Confidence Interval of the Difference Lower 134 000 -.28889 Tr TB5 135 Std Deviation Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD -.4017 Upper -.1761 Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Kt qu thng kờ mụ t mc thừa theo tỏc phong, ý thc lm vic ca nhõn viờn: Descriptive Statistics N Minimum Maximum Statistic Statistic Statistic Mean Statistic Std Deviation Std Error Statistic nhen, xy ly tot cac tinh u Nhan vien ung xu nhanh 135 1.00 5.00 3.3407 08088 135 1.00 5.00 3.2296 08275 96150 135 1.00 5.00 3.0148 08921 1.03654 135 1.00 5.00 09116 1.05917 135 1.00 3.2222 08521 99000 Nhan vien phoi hop tot voi nham dap ung toi da Nhan vien luon tuoi cuoi, than thien voi KH Nhan vien giai dap tot thac mac cua KH Nhan vien khong phan biet 135 doi xu KH Nhan vien san sang giup do, Valid N (listwise) 135 5.00 1.00 5.00 3.4148 08758 1.01764 1.00 5.00 2.9407 10236 1.18927 h ho tro KH can 3.3407 in KH can cK Nhan vien co mat kip thoi h nhu cau cua KH t H huong xay 93970 135 i Kt qu thng kờ mụ t mc thừa theo cht lng bung phũng c trỳ: ng Descriptive Statistics Co nhieu loai phong khac de lua chon Phong co khong gian thoang mat Tr Phong luon duoc dop dep sach se hang He thong phong chay, chua chay dam bao Phong co day du cac tien nghi can thiet Valid N (listwise) N Minimum Maximum Statistic Statistic Statistic Mean Statistic Std Deviation Std Error Statistic 135 1.00 5.00 3.8963 07746 90003 135 1.00 5.00 3.8370 08226 95579 135 2.00 5.00 3.8519 07094 82425 135 2.00 5.00 3.8222 06555 76164 135 1.000 5.000 3.74074 076521 889096 135 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD Khúa lun tt nghip Giỏo viờn hng dn: Th.S Trn Th Phc H Kt qu thng kờ mụ t mc thừa theo cht lng phc v ti nh hng, c phờ: Descriptive Statistics N Minimum Maximum Statistic Statistic Statistic Duoc trang tri gon gang, bat Mean Statistic Std Deviation Std Error Statistic 1.00 5.00 3.8667 07116 82679 Dam bao phu hop ve sinh 135 1.00 5.00 3.6815 07844 91139 Co bai giu xe rong rai 135 1.00 5.00 3.7704 08342 96923 135 1.00 5.00 3.5333 07924 92074 phu 135 in h Valid N (listwise) t H Thuc don da dang, phong u 135 mat cK Kt qu thng kờ mụ t mc thừa theo khụng gian nh hng, c phờ: Descriptive Statistics Minimum Maximum Statistic Statistic Statistic h Khong gian thoang mat, N Mean Statistic Std Deviation Std Error Statistic 135 1.00 5.00 3.9926 06265 72787 135 1.00 5.00 3.8889 07259 84347 135 2.00 5.00 3.7111 07198 83636 Khong lo mat cap tai san 135 1.00 5.00 3.8667 06379 74112 Valid N (listwise) 135 sach se Co loi thoat hiem ro rang i Nha hang phuc vu kip thoi, ng khong de khach doi lau Tr Kt qu thng kờ mụ t mc thừa theo ngai hỡnh, tỏc phong nhõn viờn: Nhan vien mac dung dong phuc lam viec Nhan vien lam viec chuyen nghiep Ngoai hinh nhan vien de nhin Valid N (listwise) Descriptive Statistics N Minimum Maximum Statistic Statistic Statistic Mean Statistic Std Deviation Std Error Statistic 135 1.00 5.00 3.6074 06982 81127 135 1.00 5.00 3.6148 06894 80098 135 1.00 5.00 3.9111 06606 76750 135 Sinh viờn thc hin: Nguyn Thnh Luõn - K44 TKKD