Đánh giá mức độ hài lòng củasinh viên trường đại học cần thơđối với dịch vụ di độngviettel

TRƯỜNG ĐẠI HỌC CẦN THƠ KHOA KINH TẾ - QUẢN TRỊ KINH DOANH LUẬN VĂN TỐT NGHIỆP Giáo viên hướng dẫn: Sinh viên thực hiện: Nguyễn Đinh Yến Oanh Họ tên: Nguyễn Thị Thanh Nhã MSSV: 4084255 Lớp: Kinh tế học - K34 Cần Thơ / 2012 GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã LỜI CẢM TẠ  Trước hết em xin chân thành cảm ơn quý thầy cô Khoa Kinh tế – Quản trị kinh doanh, trường Đại học Cần Thơ tạo điều kiện cho em thực tập với chuyên ngành mà em học Đặc biệt em xin chân thành cảm ơn cô Nguyễn Đinh Yến Oanh tận tình tình dẫn góp ý kiến q báu giúp em hoàn thành đề tài Em xin gửi đến Ban Giám đốc chi nhánh Viettel Cần Thơ lời cảm ơn chân thành việc tiếp nhận tạo kiện thuận lợi để em hoàn thành tốt đợt thực tập Một lần nữa, em xin cảm ơn cơ, chú, anh, chị phòng Bán hàng trung tâm Viettel Ninh Kiều, người trực tiếp hướng dẫn, giới thiệu giúp đỡ em nhiều việc tìm hiểu, nghiên cứu tài liệu chi nhánh để em hoàn thành tốt đề tài Cuối em xin cảm ơn thầy cô bạn bè cổ vũ khích lệ em suốt thời gian thực đề tài Em xin chân thành cảm ơn nhận xét góp ý tất người giúp cho báo cáo em hồn thiện Sau em xin kính chúc quý thầy cô Khoa Kinh tế - Quản trị kinh doanh, cô Nguyễn Đinh Yến Oanh cô, chú, anh, chị chi nhánh Viettel Cần Thơ dồi sức khỏe lời chúc tốt đẹp Ngày … tháng … năm 2011 Sinh viên thực (ký ghi họ tên) Nguyễn Thị Thanh Nhã GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã LỜI CAM ĐOAN  Tôi cam đoan đề tài tơi thực hiện, số liệu thu thập kết phân tích đề tài trung thực, đề tài không trùng với đề tài nghiên cứu khoa học Ngày … tháng … năm 2011 Sinh viên thực (ký ghi họ tên) Nguyễn Thị Thanh Nhã GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã NHẬN XÉT CỦA CƠ QUAN THỰC TẬP  ··························································································· ································································································· 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································································································· Ngày … tháng … Năm 2011 GIÁM ĐỐC (ký tên đóng dấu) GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã NHẬN XÉT CỦA GIÁO VIÊN HƯỚNG DẪN  Họ tên giáo viên hướng dẫn: Học vị: Chuyên ngành: Cơ quan công tác: Tên học viên: Mã số sinh viên: Chuyên ngành: Tên đề tài: ………………………………………………………………………………… NỘI DUNG NHẬN XÉT Tính phù hợp với chuyên ngành đào tạo: Về hình thức: Ý nghĩa khoa học thực tiễn tính cấp thiết đề tài: Độ tin cậy số liệu tính đại luận văn: GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã Nội dung kết đạt ( theo mục tiêu nghiên cứu ): Các nhận xét khác: Kết luận ( cần ghi rõ mức độ đồng ý hay không đồng ý nội dung đề tài yêu cầu chỉnh sữa, …): Cần Thơ, ngày … tháng … năm 2011 Giáo viên hướng dẫn (ký ghi họ tên) Nguyễn Đinh Yến Oanh GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã NHẬN XÉT CỦA GIÁO VIÊN PHẢN BIỆN  ··························································································· ································································································· ································································································· ································································································· ································································································· ································································································· ································································································· ································································································· ································································································· 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2011 Giáo viên phản biện (ký ghi họ tên) GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã MỤC LỤC  Trang Chương GIỚI THIỆU 1.1 ĐẶT VẤN ĐỀ 1.2 MỤC TIÊU NGHIÊN CỨU 1.2.1 Mục tiêu chung 1.2.2 Mục tiêu cụ thể 1.3 CÂU HỎI NGHIÊN CỨU 1.4 PHẠM VI NGHIÊN CỨU 1.4.1 Không gian nghiên cứu 1.4.2 Thời gian nghiên cứu 1.4.3 Đối tượng nghiên cứu 1.5 LƯỢC KHẢO TÀI LIỆU Chương PHƯƠNG PHÁP LUẬN VÀ PHƯƠNG PHÁP NGHIÊN CỨU 2.1 PHƯƠNG PHÁP LUẬN 2.1.1 Khái niệm sinh viên 2.1.2 Viễn thông dịch vụ di động 2.1.2.1 Viễn thông gì? 2.1.2.2 Dịch vụ di động gì? 2.1.3 Sự hài lòng khách hàng 2.1.4 Các nhân tố định hài lòng khách hàng 2.1.4.1 Chất lượng dịch vụ 2.1.4.2 Chất lượng phục vụ 2.1.4.3 Các hình thức khuyến mãi, quảng cáo 2.1.4.4 Giá cước dịch vụ 10 2.2 PHƯƠNG PHÁP NGHIÊN CỨU 10 2.2.1 Phương pháp chọn vùng nghiên cứu 10 2.2.2 Phương pháp thu thập số liệu 10 2.2.1.1 Số liệu thứ cấp 10 GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã 2.2.1.2 Số liệu sơ cấp 11 2.2.3 Phương pháp phân tích số liệu 12 Chương 15 KHÁI QUÁT VỀ TẬP ĐOÀN VIỄN THÔNG QUÂN ĐỘI VÀ CHI NHÁNH VIETTEL CẦN THƠ 15 3.1 GIỚI THIỆU VỀ TẬP ĐỒN VIỄN THƠNG QN ĐỘI 15 3.1.1 Giới thiệu chung 15 3.1.2 Sơ lược Viettel 15 3.1.3 Quá trình hình thành phát triển 17 3.1.4 Những thành tích đạt 18 3.1.5 Tình hình hoạt động kinh doanh Tập đồn viễn thơng Qn đội 20 3.1.6 Khảo sát giá cước sử dụng dịch vụ di động Viettel 22 3.1.6.1 Một vài gói cước trả trước 22 3.1.6.2 Một vài gói cước trả sau 24 3.2 CHI NHÁNH VIETTEL CẦN THƠ 25 3.2.1 Giới thiệu chung 25 3.2.2 Quá trình hình thành phát triển 26 3.2.3 Cơ cấu tổ chức 27 3.3 THỰC TRẠNG SỬ DỤNG DỊCH VỤ DI ĐỘNG VIETTEL CỦA SINH VIÊN TRƯỜNG ĐẠI HỌC CẦN THƠ 27 3.3.1 Thống kê số lượng sinh viên trường đại học Cần Thơ: 27 3.3.1.1 Sơ lược hệ thống đào tạo: 27 3.3.1.2 Xét theo toàn trường: 28 3.3.1.3 Xét theo khoa: 29 3.3.2 Bối cảnh xã hội: 29 3.3.3 Các mạng di động sinh viên sử dụng: 30 3.3.4 Thuận lợi khó khăn sinh viên sử dụng dịch vụ di động Viettel: 30 3.3.4.1 Thuận lợi: 30 3.3.4.2 Khó khăn: 31 Chương 32 GVHD: Nguyễn Đinh Yến Oanh SVTH: Nguyễn Thị Thanh Nhã KHẢO SÁT SỰ HÀI LÒNG CỦA SINH VIÊN TẠI TRƯỜNG ĐẠI HỌC CẦN THƠ KHI SỬ DỤNG DỊCH VỤ DI ĐỘNG VIETTEL 32 4.1 KẾT QUẢ KHẢO SÁT 32 4.1.1 Mô tả đối tượng nghiên cứu 32 4.1.1.1 Xu hướng sử dụng dịch vụ di động Viettel sinh viên Trường đại học Cần Thơ 36 4.1.1.2 Lý sinh viên trường đại học Cần Thơ chọn dịch vụ di động Viettel 38 4.1.1.3 Xu hướng chọn phương tiện truyền thông sinh viên trường đại học Cần Thơ 40 4.1.1.4 Xu hướng sử dụng thêm dịch vụ di động khác sinh viên trường đại học Cần Thơ 41 4.1.1.5 Xu hướng mức độ hài lòng sinh viên trường đại học Cần Thơ dịch vụ di động Viettel: 43 4.2 PHÂN TÍCH HỒI QUY BINARY LOGISTIC 45 4.2.1 Giải thích nhân tố chọn 45 4.2.2 Kết phân tích hồi quy Binary Logistic 54 Chương 56 GIẢI PHÁP THU HÚT KHÁCH HÀNG 56 5.1 CƠ SỞ ĐỀ RA GIẢI PHÁP 56 5.2 GIẢI PHÁP CHUNG 56 5.3 GIẢI PHÁP CỤ THỂ 59 Chương 64 KẾT LUẬN VÀ KIẾN NGHỊ 64 6.1 KẾT LUẬN 64 6.2 KIẾN NGHỊ 65 6.2.1 Đới với Tập đoàn viễn thông quân đội 65 6.2.2 Đối với chi nhánh Viettel Cần Thơ 66 TÀI LIỆU THAM KHẢO 68 BẢNG CÂU HỎI PHỎNG VẤN 69 PHỤ LỤC BẢNG SỬ LÝ KẾT QUẢ BẰNG PHẦN MỀM SPSS 72 GVHD: Nguyễn Đinh Yến Oanh 10 SVTH: Nguyễn Thị Thanh Nhã PHỤ LỤC BẢNG SỬ LÝ KẾT QUẢ BẰNG PHẦN MỀM SPSS Bảng 1: Gioi tinh Frequency Percent Valid Nam Valid Percent 39 39.0 39.0 39.0 Nu 61 61.0 61.0 100.0 Total 100 100.0 100.0 Bảng 1.1: Khoa hoc Frequency Percent Valid Cumulative Percent Valid Percent Cumulative Percent 34 25 25.0 25.0 25.0 35 24 24.0 24.0 49.0 36 18 18.0 18.0 67.0 37 33 33.0 33.0 100.0 Total 100 100.0 100.0 Bảng 1.2: Nam sinh Frequency Percent Valid Percent Cumulative Percent Valid 1989 17 17.0 17.0 17.0 1990 19 19.0 19.0 36.0 1991 19 19.0 19.0 55.0 1992 15 15.0 15.0 70.0 1993 27 27.0 27.0 97.0 khac 3.0 3.0 100.0 Total 100 100.0 100.0 Bảng 1.3: Ten khoa Frequency Percent Valid Percent Cumulative Percent Valid KT-QTKD 23 23.0 23.0 23.0 Nong nghiep 14 14.0 14.0 37.0 Su pham 22 22.0 22.0 59.0 Cong nghe 16 16.0 16.0 75.0 khac 25 25.0 25.0 100.0 Total 100 100.0 100.0 GVHD: Nguyễn Đinh Yến Oanh 85 SVTH: Nguyễn Thị Thanh Nhã Bảng 1.4: Loai thue bao Frequency Percent Valid tra truoc 100 Valid Percent Cumulative Percent 100.0 Bảng 1.5: 100.0 100.0 Ten goi cuoc Frequency Percent Valid Percent Cumulative Percent Vali d Sinh vien 70 70.0 70.0 70.0 Tomato 26 26.0 26.0 96.0 Economy 1.0 1.0 97.0 Happy Zone 1.0 1.0 98.0 khac 2.0 2.0 100.0 Total 100 100.0 100.0 Bảng 1.6: Ly su dung Chat luong dich vu tot Frequency Percent Valid Percent Cumulative Percent Valid khong 45 45.0 45.0 45.0 co 55 55.0 55.0 100.0 Total 100 100.0 100.0 Bảng 1.7: Ly su dung Cham soc khach hang tot Frequency Valid Percent Valid Percent Cumulative Percent khong 85 85.0 85.0 85.0 co 15 15.0 15.0 100.0 Total 100 100.0 100.0 Bảng 1.8: Ly su dung Gia cuoc re Frequency Valid khong Percent Valid Percent Cumulative Percent 72 72.0 72.0 72.0 co 28 28.0 28.0 100.0 Total 100 100.0 100.0 Bảng 1.9: GVHD: Nguyễn Đinh Yến Oanh 86 SVTH: Nguyễn Thị Thanh Nhã Ly su dung Co nhieu loai thue bao de chon lua Frequency Valid khong 88 88.0 88.0 88.0 12 12.0 12.0 100.0 100 100.0 100.0 co Total Bảng 1.10: Percent Valid Percent Cumulative Percent Ly su dung Thuong hieu manh Frequency Valid khong 59 59.0 59.0 59.0 41 41.0 41.0 100.0 100 100.0 100.0 co Total Bảng 1.11: Percent Valid Percent Cumulative Percent Ly su dung Quang cao, khuyen mai hap dan Frequency Percent Valid Percent Cumulative Percent Valid khong 76 76.0 76.0 76.0 24 24.0 24.0 100.0 100 100.0 100.0 co Total Bảng 1.12: Ly su dung Duoc nguoi khac cho tang sim Frequency Valid khong 87 87.0 87.0 87.0 13 13.0 13.0 100.0 100 100.0 100.0 co Total Bảng 1.13: Percent Valid Percent Cumulative Percent Ly su dung khac Frequency Valid khong Valid Percent Cumulative Percent 94 94.0 94.0 94.0 6.0 6.0 100.0 100 100.0 100.0 co Total Bảng 1.14: Percent PTTT duoc chu y Internet, bao chi Frequency Valid khong co Total Bảng 1.15: Percent Valid Percent Cumulative Percent 18 18.0 18.0 18.0 82 82.0 82.0 100.0 100 100.0 100.0 GVHD: Nguyễn Đinh Yến Oanh 87 SVTH: Nguyễn Thị Thanh Nhã PTTT duoc chu y Tivi, Radio Frequency Valid khong co Total Bảng 1.16: Percent Valid Percent Cumulative Percent 80 80.0 80.0 80.0 20 20.0 20.0 100.0 100 100.0 100.0 PTTT duoc chu y Ap phich, bang ron Frequency Valid khong Valid Percent Cumulative Percent 91 91.0 91.0 91.0 9.0 9.0 100.0 100 100.0 100.0 co Total Bảng 1.17: Percent PTTT duoc chu y Ban be, nguoi than Frequency Valid khong co Total Bảng 1.18: Percent Valid Percent Cumulative Percent 74 74.0 74.0 74.0 26 26.0 26.0 100.0 100 100.0 100.0 Su dung them Mobifone Frequency Valid khong co Total Bảng 1.19: Percent Valid Percent Cumulative Percent 57 57.0 57.0 57.0 43 43.0 43.0 100.0 100 100.0 100.0 Su dung them Vinaphone Frequency Valid khong co Total Bảng 1.20: Percent Valid Percent Cumulative Percent 77 77.0 77.0 77.0 23 23.0 23.0 100.0 100 100.0 100.0 Su dung them VN Mobile Frequency Valid khong co Total Bảng 1.21: Percent Valid Percent Cumulative Percent 87 87.0 87.0 87.0 13 13.0 13.0 100.0 100 100.0 100.0 GVHD: Nguyễn Đinh Yến Oanh 88 SVTH: Nguyễn Thị Thanh Nhã Su dung them khac Frequency Valid khong Valid Percent Cumulative Percent 91 91.0 91.0 91.0 9.0 9.0 100.0 100 100.0 100.0 co Total Bảng 1.22: Percent Mang di dong phu song rong khap toan quoc Frequenc Percent y Valid Hoan toan khong dong y Valid Percent Cumulative Percent 2.0 2.0 2.0 Khong dong y 5.0 5.0 7.0 Binh thuong 5.0 5.0 12.0 Dong y 51 51.0 51.0 63.0 Hoan toan dong y 37 37.0 37.0 100.0 100 100.0 100.0 Total Bảng 1.23: CL dam thoai tot Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 3.0 3.0 3.0 3.0 3.0 6.0 Binh thuong 17 17.0 17.0 23.0 Dong y 58 58.0 58.0 81.0 Hoan toan dong y 19 19.0 19.0 100.0 100 100.0 100.0 Khong dong y Total Bảng 1.24: Muc su dung Frequency Valid khong Percent Valid Percent Cumulative Percent 29 29.0 29.0 29.0 co 71 71.0 71.0 100.0 Total 100 100.0 100.0 Bảng 1.25: GVHD: Nguyễn Đinh Yến Oanh 89 SVTH: Nguyễn Thị Thanh Nhã Cac cuoc goi khong bi mach hay nhieu song Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 3.0 3.0 3.0 Khong dong y 11 11.0 11.0 14.0 Binh thuong 37 37.0 37.0 51.0 Dong y 39 39.0 39.0 90.0 Hoan toan dong y 10 10.0 10.0 100.0 100 100.0 100.0 Total Bảng 1.26: DV gui va nhan tin nhan nhanh chong, chinh xac Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 7.0 7.0 7.0 4.0 4.0 11.0 Binh thuong 30 30.0 30.0 41.0 Dong y 41 41.0 41.0 82.0 Hoan toan dong y 18 18.0 18.0 100.0 100 100.0 100.0 Khong dong y Total Bảng 1.27: De dang su dung nhieu DV gia tri gia tang Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 1.0 1.0 1.0 7.0 7.0 8.0 Binh thuong 49 49.0 49.0 57.0 Dong y 31 31.0 31.0 88.0 Hoan toan dong y 12 12.0 12.0 100.0 Khong dong y Total Bảng 1.28: 100 100.0 100.0 Nhieu hinh thuc toan cuoc thuan tien Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 3.0 3.0 3.0 3.0 3.0 6.0 Binh thuong 42 42.0 42.0 48.0 Dong y 43 43.0 43.0 91.0 9.0 9.0 100.0 100 100.0 100.0 Khong dong y Hoan toan dong y Total Bảng 1.29: GVHD: Nguyễn Đinh Yến Oanh 90 SVTH: Nguyễn Thị Thanh Nhã Moi thac mac, khieu nai deu duoc ho tro va giai quyet thoa dang Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 3.0 3.0 3.0 6.0 6.0 9.0 Binh thuong 25 25.0 25.0 34.0 Dong y 47 47.0 47.0 81.0 Hoan toan dong y 19 19.0 19.0 100.0 100 100.0 100.0 Khong dong y Total Bảng 1.30: He thong cua hang giao dich rong khap Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 2.0 2.0 2.0 4.0 4.0 6.0 Binh thuong 18 18.0 18.0 24.0 Dong y 46 46.0 46.0 70.0 Hoan toan dong y 30 30.0 30.0 100.0 100 100.0 100.0 Khong dong y Total Bảng 1.31: Thuong co cac hinh thuc tham hoi hay tang qua Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 15 15.0 15.0 15.0 Khong dong y 26 26.0 26.0 41.0 Binh thuong 32 32.0 32.0 73.0 Dong y 22 22.0 22.0 95.0 5.0 5.0 100.0 Hoan toan dong y Total Bảng 1.31: 100 100.0 100.0 Nhan vien co thai than thien, vui ve, lich su Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 6.0 6.0 6.0 2.0 2.0 8.0 Binh thuong 30 30.0 30.0 38.0 Dong y 43 43.0 43.0 81.0 Hoan toan dong y 19 19.0 19.0 100.0 100 100.0 100.0 Khong dong y Total Bảng 1.32: GVHD: Nguyễn Đinh Yến Oanh 91 SVTH: Nguyễn Thị Thanh Nhã Khuyen mai nap tien Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 4.0 4.0 4.0 6.0 6.0 10.0 Binh thuong 30 30.0 30.0 40.0 Dong y 40 40.0 40.0 80.0 Hoan toan dong y 20 20.0 20.0 100.0 100 100.0 100.0 Khong dong y Total Bảng 1.33: Mien phi 10 phut dau tien goi noi mang Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 7.0 7.0 7.0 5.0 5.0 12.0 Binh thuong 29 29.0 29.0 41.0 Dong y 39 39.0 39.0 80.0 Hoan toan dong y 20 20.0 20.0 100.0 Khong dong y Total 100 100.0 100.0 Bảng 1.34:Khuyen mai tin nhan Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 2.0 2.0 2.0 Khong dong y 6.0 6.0 8.0 Binh thuong 24 24.0 24.0 32.0 Dong y 43 43.0 43.0 75.0 Hoan toan dong y 25 25.0 25.0 100.0 Total 100 100.0 100.0 Bảng 1.35: Khuyen mai khac Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 4.0 4.0 4.0 4.0 4.0 8.0 Binh thuong 44 44.0 44.0 52.0 Dong y 36 36.0 36.0 88.0 Hoan toan dong y 12 12.0 12.0 100.0 100 100.0 100.0 Khong dong y Total GVHD: Nguyễn Đinh Yến Oanh 92 SVTH: Nguyễn Thị Thanh Nhã Bảng 1.36: Chi phi hoa mang va cach tinh cuoc la chinh xac Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 1.0 1.0 1.0 8.0 8.0 9.0 Binh thuong 34 34.0 34.0 43.0 Dong y 41 41.0 41.0 84.0 Hoan toan dong y 16 16.0 16.0 100.0 100 100.0 100.0 Khong dong y Total Bảng 1.37: Gia cuoc goi va nhan tin la hop ly Frequency Percent Valid Percent Cumulative Percent Valid Khong dong y 5.0 5.0 5.0 Binh thuong 27 27.0 27.0 32.0 Dong y 52 52.0 52.0 84.0 Hoan toan dong y 16 16.0 16.0 100.0 100 100.0 100.0 Total Bảng 1.38: Gia cuoc cac dich vu gia tri gia tang la hop ly Frequency Percent Valid Percent Cumulative Percent Valid Hoan toan khong dong y 2.0 2.0 2.0 4.0 4.0 6.0 Binh thuong 40 40.0 40.0 46.0 Dong y 47 47.0 47.0 93.0 7.0 7.0 100.0 100 100.0 100.0 Khong dong y Hoan toan dong y Total Bảng 2: Descriptive Statistics GVHD: Nguyễn Đinh Yến Oanh 93 SVTH: Nguyễn Thị Thanh Nhã Mean CL dam thoai tot Mang di dong phu song rong khap toan quoc Cac cuoc goi khong bi mach hay nhieu song DV gui va nhan tin nhan nhanh chong, chinh xac De dang su dung nhieu DV gia tri gia tang Nhieu hinh thuc toan cuoc thuan tien Moi thac mac, khieu nai deu duoc ho tro va giai quyet thoa dang He thong cua hang giao dich rong khap Thuong co cac hinh thuc tham hoi hay tang qua Nhan vien co thai than thien, vui ve, lich su Khuyen mai nap tien Mien phi 10 phut dau tien goi noi mang Khuyen mai tin nhan Khuyen mai khac Chi phi hoa mang va cach tinh cuoc la chinh xac Gia cuoc goi va nhan tin la hop ly Gia cuoc cac dich vu gia tri gia tang la hop ly GVHD: Nguyễn Đinh Yến Oanh 94 Std Deviation Analysis N 3.8700 86053 100 4.1600 88443 100 3.4200 92310 100 3.5900 1.05500 100 3.4600 3.5200 83388 82241 100 100 3.7300 94125 100 3.9800 90988 100 2.7600 1.11119 100 3.6700 1.00559 100 3.6600 3.6000 3.8300 3.4800 99717 1.08246 94340 90431 100 100 100 100 3.6300 88369 100 3.7900 76930 100 3.5300 77140 100 SVTH: Nguyễn Thị Thanh Nhã Bảng 2a: Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings % of Cumulative % of Cumulative % of Cumulative Component Total Variance Total Total % Variance % Variance % 6.247 36.748 36.748 6.247 36.748 36.748 3.571 21.007 21.007 1.742 10.244 46.992 1.742 10.244 46.992 2.771 16.302 37.308 1.352 7.953 54.945 1.352 7.953 54.945 2.658 15.638 52.946 1.221 7.184 62.130 1.221 7.184 62.130 1.561 9.183 62.130 933 5.491 67.621 825 4.852 72.473 784 4.610 77.083 594 3.494 80.577 545 3.208 83.786 10 526 3.093 86.879 11 486 2.859 89.738 12 413 2.432 92.170 13 373 2.194 94.364 14 266 1.562 95.926 15 254 1.491 97.417 16 231 1.360 98.777 17 208 1.223 100.000 Extraction Method: Principal Component Analysis Bảng 2b: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Approx Chi-Square Sphericity df Sig GVHD: Nguyễn Đinh Yến Oanh 95 837 713.261 136 000 SVTH: Nguyễn Thị Thanh Nhã Rotated Component Matrixa Bảng 2c: Component CL dam thoai tot Mang di dong phu song rong khap toan quoc Cac cuoc goi khong bi mach hay nhieu song DV gui va nhan tin nhan nhanh chong, chinh xac De dang su dung nhieu DV gia tri gia tang Nhieu hinh thuc toan cuoc thuan tien Moi thac mac, khieu nai deu duoc ho tro va giai quyet thoa dang He thong cua hang giao dich rong khap Thuong co cac hinh thuc tham hoi hay tang qua Nhan vien co thai than thien, vui ve, lich su Khuyen mai nap tien Mien phi 10 phut dau tien goi noi mang Khuyen mai tin nhan Khuyen mai khac Chi phi hoa mang va cach tinh cuoc la chinh xac Gia cuoc goi va nhan tin la hop ly Gia cuoc cac dich vu gia tri gia tang la hop ly Component 579 204 611 297 675 -.089 784 251 408 -.236 238 119 600 337 265 192 613 073 105 220 522 747 757 153 249 447 508 033 430 338 215 124 -.041 123 089 -.107 244 037 422 564 243 297 078 823 799 541 -.103 863 458 -.214 188 -.107 165 -.004 045 213 Component Transformation Matrix 679 525 491 016 419 -.656 484 -.740 -.016 -.552 009 573 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization xcvi 517 360 107 045 357 738 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Bảng 2d: 146 627 466 606 057 -.270 148 157 517 037 Bảng 3: Case Processing Summary N Cases % Valid 100 100.0 0 Excludeda Total 100 100.0 a Listwise deletion based on all variables in the procedure Bảng 3a: Reliability Statistics Cronbach's Alpha N of Items 881 Bảng 3b: 17 Item Statistics CL dam thoai tot Mang di dong phu song rong khap toan quoc Cac cuoc goi khong bi mach hay nhieu song DV gui va nhan tin nhan nhanh chong, chinh xac De dang su dung nhieu DV gia tri gia tang Nhieu hinh thuc toan cuoc thuan tien Moi thac mac, khieu nai deu duoc ho tro va giai quyet thoa dang He thong cua hang giao dich rong khap Thuong co cac hinh thuc tham hoi hay tang qua Nhan vien co thai than thien, vui ve, lich su Khuyen mai nap tien Mien phi 10 phut dau tien goi noi mang Khuyen mai tin nhan Khuyen mai khac Chi phi hoa mang va cach tinh cuoc la chinh xac Gia cuoc goi va nhan tin la hop ly Gia cuoc cac dich vu gia tri gia tang la hop ly xcvii Mean Std Deviation N 3.8700 4.1600 3.4200 3.5900 3.4600 3.5200 86053 88443 92310 1.05500 83388 82241 100 100 100 100 100 100 3.7300 94125 100 3.9800 2.7600 3.6700 3.6600 3.6000 3.8300 3.4800 3.6300 3.7900 3.5300 90988 1.11119 1.00559 99717 1.08246 94340 90431 88369 76930 77140 100 100 100 100 100 100 100 100 100 100 Bảng 3c: Item-Total Statistics Scale Scale Corrected Cronbach's Mean if Variance if Item-Total Alpha if Item Deleted Item Deleted Correlation Item Deleted CL dam thoai tot Mang di dong phu song rong khap toan quoc Cac cuoc goi khong bi mach hay nhieu song DV gui va nhan tin nhan nhanh chong, chinh xac De dang su dung nhieu DV gia tri gia tang Nhieu hinh thuc toan cuoc thuan tien Moi thac mac, khieu nai deu duoc ho tro va giai quyet thoa dang He thong cua hang giao dich rong khap Thuong co cac hinh thuc tham hoi hay tang qua Nhan vien co thai than thien, vui ve, lich su Khuyen mai nap tien Mien phi 10 phut dau tien goi noi mang Khuyen mai tin nhan Khuyen mai khac Chi phi hoa mang va cach tinh cuoc la chinh xac Gia cuoc goi va nhan tin la hop ly Gia cuoc cac dich vu gia tri gia tang la hop ly 57.8100 74.620 699 868 57.5200 76.030 580 872 58.2600 79.043 357 880 58.0900 74.810 539 873 58.2200 79.406 380 879 58.1600 76.297 611 871 57.9500 73.907 677 868 57.7000 73.970 700 867 58.9200 80.458 204 889 58.0100 75.566 525 874 58.0200 76.343 483 876 58.0800 74.276 552 873 57.8500 58.2000 74.876 77.232 612 485 870 875 58.0500 77.361 490 875 57.8900 78.038 524 874 58.1500 78.755 468 876 Bảng 3d: Scale Statistics Std Mean Variance Deviation 61.6800 85.755 9.26041 N of Items 17 xcviii Bảng 4: Omnibus Tests of Model Coefficients Chi-square df Sig 105.907 000 Block 105.907 000 Model Bảng 4.1: 105.907 000 Step Step Model Summary -2 Log likelihood Step Cox & Snell Nagelkerke R Square R Square 14.523 a 653 933 a Estimation terminated at iteration number 11 because parameter estimates changed by less than 001 Bảng 4.1a: Classification Tablea Predicted Muc su dung khong co Percentage Correct khong 27 93.1 co 69 97.2 Observed Step Muc su dung Overall Percentage a The cut value is 500 Bảng 4.1b: Variables in the Equation 96.0 B S.E Wald df Sig Exp(B) N1 9.257 3.625 6.521 011 1.047E4 N2 3.910 1.958 3.989 046 49.922 N3 11.677 5.078 5.287 021 1.178E5 N4 9.516 4.570 4.335 037 1.358E4 Constant -117.861 48.449 5.918 a Variable(s) entered on step 1: N1, N2, N3, N4 015 000 Step a xcix ... dịch vụ di động sinh viên trường đại học Cần Thơ - Phân tích nhân tố tác động đến nhu cầu sinh viên trường đại học Cần Thơ chọn dịch vụ di động Viettel - Phân tích mức độ hài lòng sinh viên trường. .. dụng dịch vụ di động sinh viên trường đại học Cần Thơ nào? - Các nhân tố tác động đến nhu cầu sinh viên trường đại học Cần Thơ chọn dịch vụ di động Viettel nào? - Mức độ hài lòng sinh viên trường. .. triển dịch vụ di động nước 1.2 MỤC TIÊU NGHIÊN CỨU 1.2.1 Mục tiêu chung: Đánh giá mức độ hài lòng sinh viên trường đại học Cần Thơ dịch vụ di động Viettel Từ đó, đưa số giải pháp cho dịch vụ di động