(Luận văn thạc sĩ) đo lường sự hài lòng của khách hàng về chất lượng dịch vụ logistics tại công ty daco logistics

10 464 3.091 89.583 11 384 2.558 92.141 12 376 2.506 94.647 13 297 1.982 96.629 14 276 1.838 98.467 15 230 1.533 100.000 Extraction Method: Principal Component Analysis % of Variance Cumulative % % of Variance Cumulative % Rotated Component Matrix a Component Tin tuong 815 Cung cung dich vu tot bat dau 766 Cung cap dich vu tot nhu cam ket 717 San sang tu van 552 Tu van giai phap van de phat sinh 807 Nhan vien co kien thuc vung vang 735 Thay duoc dam bao ve dịch vụ 711 Thong bao thay doi 609 Khong pham sai lam 804 Chung tu va giao hang dung thoi gian 696 Tham gia to chuc uy tin 637 Luon co su chuan bi 514 Thoi gian lam viec thuan tien 756 Hieu mong muon khach hang 694 Dat loi ich khach hang len dau 625 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Sự hài lòng KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 702 217.668 df Sig .000 Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Compo nent Total % of Variance Cumulative % 2.463 82.110 82.110 367 12.224 94.334 170 5.666 100.000 Extraction Method: Principal Component Analysis Component Matrix a Component Tiep tuc su dung 943 Hai long su dung 898 Gioi thieu dich vu 876 Extraction Method: Principal Component Analysis a components extracted Total 2.463 % of Variance 82.110 Cumulative % 82.110 Phân tích Tương quan Correlations Dap ung Dap ung Pearson Correlation Dam bao Sig (2-tailed) N Dam bao Tin cay Dong cam Hai long Pearson Correlation 426 ** 513 ** 417 ** 707 ** 000 000 119 119 119 119 119 ** 426 N 119 513 ** ** 119 119 ** 492 119 477 ** 582 ** 119 119 119 ** 390 000 000 N 119 119 119 ** ** 000 000 664 390 000 Sig (2-tailed) 582 ** 523 ** 000 119 119 ** 523 Sig (2-tailed) 000 000 000 000 N 119 119 119 119 ** Correlation is significant at the 0.01 level (2-tailed) .664 119 119 ** ** 119 N 707 477 000 000 ** ** 000 000 417 492 000 Sig (2-tailed) Pearson Correlation Hai long 000 000 Pearson Correlation Dong cam 000 Sig (2-tailed) Pearson Correlation Tin cay 119 Phân tích Hồi quy b Model Summary Model R R Square 828 a Adjusted R Std Error of the Square Estimate 685 674 Durbin-Watson 47996 2.238 a Predictors: (Constant), Dong cam, Tin cay, Dap ung, Dam bao b Dependent Variable: Hai long b ANOVA Model Sum of Squares df Mean Square Regression 57.204 14.301 Residual 26.261 114 230 Total 83.465 118 F Sig 62.081 000 a a Predictors: (Constant), Dong cam, Tin cay, Dap ung, Dam bao b Dependent Variable: Hai long Coefficients Model Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error Beta a Correlations t Collinearity Statistics Sig Zero-order Partial Part Tolerance VIF -1.101 325 Dap ung 523 077 437 6.782 000 707 536 356 666 1.502 Dam bao 442 082 354 5.418 000 664 452 285 648 1.544 Tin cay 165 079 137 2.079 040 582 191 109 637 1.570 Dong cam 143 075 119 1.908 059 523 176 100 708 1.412 a Dependent Variable: Hai long -3.385 001 Biểu đồ phân tán phần dư Tương quan Spearman phần dư Correlations Spearman's rho Standardized Predicted Value Correlation Coefficient Standardized Predicted Value Residual 1.000 003 976 N 119 119 Correlation Coefficient 003 1.000 Sig (2-tailed) 976 N 119 119 Sig (2-tailed) Standardized Residual Standardized Đồ thị Q-Q khảo sát phân phối phần dư ... Normalization a Rotation converged in iterations Sự hài lòng KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 702 217.668 df Sig... van giai phap van de phat sinh 807 Nhan vien co kien thuc vung vang 735 Thay duoc dam bao ve dịch vụ 711 Thong bao thay doi 609 Khong pham sai lam 804 Chung tu va giao hang dung thoi gian 696... Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error Beta a Correlations t Collinearity Statistics Sig Zero-order Partial Part Tolerance VIF -1.101 325 Dap ung 523 077 437 6.782 000