B GIÁO DC VÀ ÀO TO I HC À NNG LÊ TH NGC OANH NGHIÊN CU CÁC YU T NH H NG N LÒNG TRUNG THÀNH C A KHÁCH HÀNG I V I DCH V INTERNET C A FPT TELECOM, CHI NHÁNH À NNG LU ﾤ N VĂN THC SĨ QU N TR KINH DOANH Nng - Năm 2013 B GIÁO DC VÀ ÀO TO I HC À NNG LÊ TH NGC OANH NGHIÊN CU CÁC YU T NH H NG N LÒNG TRUNG THÀNH C A KHÁCH HÀNG I V I DCH V INTERNET C A FPT TELECOM CHI NHÁNH À NNG Chuyên ngành: Qu ﾤ n tr ﾤ kinh doanh Mã s: 60.34.05 LU ﾤ N VĂN THC SĨ QU N TR KINH DOANH Ng i h ng dn khoa hc: TS TRƯƠNG S QUÝ Nng - Năm 2013 L-I CAM OAN Tôi cam oan ây cơng trình nghiên cu ca riêng tơi Các s liu, kt qu nêu lun văn trung thc chưa t ng c công b b ,846d ,716 ,710 ,27075 ,036 25,911 206 ,000 ,867e ,752 ,746 ,25340 ,036 30,170 205 ,000 ,775 ,768 ,24206 ,023 20,651 204 ,000 ,880f 1,955 a Predictors: (Constant), DVKH b Predictors: (Constant), DVKH, NTKH c Predictors: (Constant), DVKH, NTKH, TT d Predictors: (Constant), DVKH, NTKH, TT, DVGT e Predictors: (Constant), DVKH, NTKH, TT, DVGT, CTG f Predictors: (Constant), DVKH, NTKH, TT, DVGT, CTG, CLDT g Dependent Variable: DGC ANOVAg Model Sum of Squares Regression 24,756 Residual Df Mean Square Sig 182,632 ,000a 161,061 ,000b 146,464 ,000c 209 28,330 24,756 F ,136 Total 53,085 210 Regression 32,257 16,128 Residual 20,829 208 ,100 Total 53,085 210 Regression 36,085 12,028 Residual 17,000 207 ,082 Total 210 53,085 Regression 37,985 9,496 Residual 15,101 206 ,073 53,085 210 Regression 39,922 7,984 Residual 13,163 205 ,064 Total 53,085 210 Regression 41,132 6,855 11,953 204 ,059 53,085 210 129,545 ,000d 124,346 ,000e 116,996 ,000f Total Residual Total a Predictors: (Constant), DVKH b Predictors: (Constant), DVKH, NTKH c Predictors: (Constant), DVKH, NTKH, TT d Predictors: (Constant), DVKH, NTKH, TT, DVGT e Predictors: (Constant), DVKH, NTKH, TT, DVGT, CTG f Predictors: (Constant), DVKH, NTKH, TT, DVGT, CTG, CLDT g Dependent Variable: DGC Coefficientsa Unstandardized Standardized Coefficients Coefficients Model t B (Constant) Std Error 1,751 ,153 ,494 ,037 1,355 ,139 DVKH ,353 ,035 NTKH ,256 ,030 1,138 ,130 ,299 ,033 ,227 TT DVKH Collinearity Statistics Sig Beta Tolerance 11,439 ,000 13,514 ,000 9,722 ,000 ,488 9,975 ,423 1,000 1,000 ,000 ,788 1,269 8,655 ,000 ,788 1,269 8,745 ,000 ,414 9,076 ,000 ,744 1,345 ,027 ,375 8,347 ,000 ,768 1,302 ,171 ,025 ,289 6,828 ,000 ,866 1,155 (Constant) ,534 ,171 3,129 ,002 DVKH ,310 ,031 ,429 9,929 ,000 ,740 1,351 ,216 ,026 ,357 8,380 ,000 ,763 1,311 TT ,178 ,024 ,301 7,520 ,000 ,863 1,159 DVGT ,144 ,028 ,190 5,090 ,000 ,988 1,012 (Constant) ,269 ,167 1,614 ,108 DVKH ,271 ,030 ,374 8,998 ,000 ,698 1,432 ,165 ,026 ,273 6,407 ,000 ,666 1,502 ,179 ,022 ,302 8,063 ,000 ,863 1,159 (Constant) (Constant) DVKH ,683 VIF NTKH NTKH NTKH TT DVGT ,153 ,027 ,202 5,759 ,000 ,984 1,016 CTG ,150 ,027 ,225 5,493 ,000 ,721 1,387 (Constant) ,127 ,163 ,783 ,434 DVKH ,222 ,031 ,308 7,253 ,000 ,614 1,629 NTKH ,137 ,025 ,225 5,363 ,000 ,624 1,601 TT ,160 ,022 ,269 7,386 ,000 ,829 1,206 DVGT ,161 ,025 ,212 6,314 ,000 ,980 1,021 ,142 ,026 ,213 5,426 ,000 ,717 1,394 ,139 ,031 ,194 4,544 ,000 ,606 1,649 CTG CLDT a Dependent Variable: DGC Ph6 l6c A.7 – Ki>m ﾤ nh so sánh s? khác giGa nhóm khách hàng A.7–1 Theo gii tính Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means 95% Confidence Interval of the Difference Std Error F CTG Equal variances assumed Sig ,903 t ,343 Equal variances not assumed DVGT Equal variances assumed ,031 ,860 Equal variances not assumed CLDT Equal variances assumed Equal variances not assumed 1,046 ,308 -,772 df Sig (2-tailed) Mean Difference Difference Lower Upper 209 ,441 -,08742 ,11329 -,31075 ,13592 -,792 127,554 ,430 -,08742 ,11038 -,30582 ,13099 -,631 209 ,529 -,06275 ,09950 -,25891 ,13341 -,640 124,086 ,524 -,06275 ,09808 -,25687 ,13138 -,287 209 ,774 -,03029 ,10538 -,23804 ,17745 -,306 139,388 ,760 -,03029 ,09901 -,22606 ,16547 DVKH Equal variances assumed ,277 ,600 Equal variances not assumed NTKH Equal variances assumed ,086 ,770 Equal variances not assumed TT Equal variances assumed ,990 ,321 Equal variances not assumed DGC Equal variances assumed Equal variances not assumed ,002 ,967 -,536 209 ,592 -,05589 ,10426 -,26144 ,14965 -,544 124,016 ,588 -,05589 ,10280 -,25935 ,14757 -,913 209 ,362 -,11352 ,12436 -,35868 ,13164 -,915 120,635 ,362 -,11352 ,12407 -,35915 ,13211 -,954 209 ,341 -,12135 ,12719 -,37210 ,12940 -,908 107,506 ,366 -,12135 ,13368 -,38634 ,14364 209 ,254 -,08607 ,07524 -,23440 ,06226 -1,173 127,287 ,243 -,08607 ,07337 -,23125 ,05912 -1,144 Ki m -nh Mann-Whitney U: Test Statisticsa CTG DVGT CLDT DVKH NTKH Mann-Whitney U 4,363E3 4,473E3 4,618E3 4,551E3 4,364E3 4,290E3 4,440E3 Wilcoxon W 1,524E4 1,535E4 6,698E3 1,543E4 1,524E4 1,517E4 1,532E4 -,213 -,377 -,850 -1,028 -,646 ,831 ,706 ,395 ,304 ,518 F Sig Z -,860 TT DGC -,576 Asymp Sig (2-tailed) ,390 ,564 a Grouping Variable: Gioi tinh A.7–2 Theo 0+ tu