Áp dụng mô hình servqual vào việc nâng cao chất lượng dịch vụ tại nhà hàng hồn việt

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T! %"B - S C A L E (A L P H A) Item-total Statistics REL1 REL2 REL3 REL4 Scale Mean if Item Deleted Scale Variance if Item Deleted 9.9593 10.1463 10.1179 10.0691 5.1494 4.8683 4.8391 4.4972 Corrected ItemTotal Correlation Alpha if Item Deleted 6170 8219 8142 8606 9272 8523 8545 8353 Reliability Coefficients N of Cases = Alpha = 246.0 N of Items = 8983 R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics RES1 RES2 RES3 RES4 Scale Mean if Item Deleted Scale Variance if Item Deleted 9.8537 9.9553 10.1179 10.0732 4.6152 4.8102 4.8881 4.5416 Corrected ItemTotal Correlation Alpha if Item Deleted 6666 7814 8181 7751 8941 8454 8354 8464 Reliability Coefficients N of Cases = Alpha = 8871 246.0 N of Items = B P R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics ASS1 ASS2 ASS3 ASS4 ASS5 Scale Mean if Item Deleted Scale Variance if Item Deleted 14.1951 14.1911 14.0325 14.0894 14.1911 5.6842 5.9919 5.7296 5.8287 5.8450 Corrected ItemTotal Correlation Alpha if Item Deleted 5901 6750 6635 7589 6429 8421 8165 8185 7967 8240 Reliability Coefficients N of Cases = Alpha = 246.0 N of Items = 8501 R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics EMP1 EMP2 EMP3 EMP4 EMP5 Scale Mean if Item Deleted Scale Variance if Item Deleted 13.7967 13.7927 13.8984 13.9268 14.0976 5.8034 5.5283 5.1284 5.3661 5.4925 Corrected ItemTotal Correlation Alpha if Item Deleted 6190 6868 7949 7681 7627 8854 8708 8450 8520 8539 Reliability Coefficients N of Cases = Alpha = 8864 246.0 N of Items = B R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics TAN1 TAN2 TAN3 TAN4 TAN5 Scale Mean if Item Deleted Scale Variance if Item Deleted 15.1545 14.8374 15.0488 14.9878 14.7358 7.5842 6.5449 6.4466 6.6733 6.4401 Corrected ItemTotal Correlation Alpha if Item Deleted 4627 7324 7698 7187 7513 8877 8232 8135 8270 8181 Reliability Coefficients N of Cases = Alpha = 246.0 N of Items = 8640 R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics PRI1 PRI2 PRI3 Scale Mean if Item Deleted Scale Variance if Item Deleted 6.7154 6.9024 6.9756 1.8697 1.7211 1.7219 Corrected ItemTotal Correlation Alpha if Item Deleted 7690 8325 8492 9068 8545 8402 Reliability Coefficients N of Cases = Alpha = 9082 246.0 N of Items = B B R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics SAT1 SAT2 SAT3 Scale Mean if Item Deleted Scale Variance if Item Deleted 6.9959 7.2683 7.0935 1.8653 1.8298 1.8157 Corrected ItemTotal Correlation Alpha if Item Deleted 7950 7779 7577 8217 8357 8544 Reliability Coefficients N of Cases = Alpha = 8852 246.0 N of Items = B A /&,( ? ,( )/)) D- k4 ? Nu"k _"> %M, L 0& DM @` % >,L %& + % D"@, %! k S % D ( @ _`^J8 [ D L: %J& & )@ n " @7 ": &> %? '*( @A& ,( KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 895 3767.607 df 153 Sig .000 Total Variance Explained Compo nent Total Initial Eigenvalues % of Cumulative Variance % Extraction Sums of Squared Loadings % of Cumulative Total Variance % Rotation Sums of Squared Loadings % of Cumulative Total Variance % 9.242 51.344 51.344 9.242 51.344 51.344 3.851 21.397 21.397 1.945 10.805 62.149 1.945 10.805 62.149 3.754 20.857 42.254 1.318 7.321 69.470 1.318 7.321 69.470 3.297 18.318 60.573 1.073 5.960 75.429 1.073 5.960 75.429 2.674 14.857 75.429 600 3.331 78.760 570 3.169 81.930 523 2.908 84.837 471 2.618 87.455 427 2.371 89.826 10 344 1.910 91.736 11 331 1.836 93.572 12 299 1.661 95.234 13 233 1.294 96.528 14 193 1.071 97.599 15 158 877 98.476 16 135 751 99.226 17 087 486 99.712 052 288 100.000 18 Extraction Method: Principal Component Analysis B S Rotated Component Matrix(a) Component rel4 819 302 341 152 rel3 808 369 132 088 res1 806 252 278 122 rel2 726 421 195 168 rel1 687 166 112 283 res4 432 776 055 070 res3 439 746 076 153 ass1 241 722 217 058 ass3 141 656 297 309 ass4 183 656 318 304 ass2 311 625 298 233 tan4 137 225 833 092 tan3 235 160 807 237 tan5 210 171 807 146 tan2 183 222 723 327 emp4 137 160 154 918 emp3 185 162 287 874 emp5 294 348 278 669 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 741 Approx Chi-Square 501.866 df Sig .000 Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2.535 84.491 84.491 296 9.871 94.362 169 5.638 100.000 Extraction Method: Principal Component Analysis Total 2.535 % of Variance 84.491 Cumulative % 84.491 B C Component Matrix(a) Component pri3 936 pri2 928 pri1 893 Extraction Method: Principal Component Analysis a components extracted )'( %& LB K ,LO& && C KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 744 Approx Chi-Square 406.185 df Sig .000 Total Variance Explained Initial Eigenvalues Component Extraction Sums of Squared Loadings Total 2.442 % of Variance 81.399 Cumulative % 81.399 307 10.240 91.639 251 8.361 Extraction Method: Principal Component Analysis Component Matrix(a) Component sat1 912 sat2 903 sat3 891 Extraction Method: Principal Component Analysis a components extracted 100.000 Total 2.442 % of Variance 81.399 Cumulative % 81.399 B E /&,( ? ,( )/)) @"? "%"@ ]4 _"> %M, L 0& %J&+ # %! ? Nu"k ) ? "k X"? !Q! ? ! %N4 R E L I A B I L I T Y A N A L Y S I S # NE ,O&!0& %J& & %> ? NE! Ek )% %! E%!Ek ) ? "! T! %"B - S C A L E (A L P H A) Item-total Statistics REL1 REL2 REL3 REL4 RES1 Scale Mean if Item Deleted Scale Variance if Item Deleted 13.4390 13.6260 13.5976 13.5488 13.4309 9.3330 9.0187 8.8945 8.2731 8.3197 Corrected ItemTotal Correlation Alpha if Item Deleted 6334 8078 8227 9073 8085 9326 8986 8955 8770 8983 Reliability Coefficients N of Cases = Alpha = 246.0 N of Items = 9193 R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics RES3 RES4 ASS1 ASS2 ASS3 ASS4 Scale Mean if Item Deleted Scale Variance if Item Deleted 17.4512 17.4065 17.1870 17.1829 17.0244 17.0813 9.5058 8.9116 9.4343 10.0440 9.8280 10.1485 Corrected ItemTotal Correlation Alpha if Item Deleted 7860 7794 6681 6999 6597 6950 8612 8615 8809 8748 8807 8758 Reliability Coefficients N of Cases = Alpha = 8916 246.0 N of Items = B Q R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics TAN2 TAN3 TAN4 TAN5 Scale Mean if Item Deleted Scale Variance if Item Deleted 11.3008 11.5122 11.4512 11.1992 4.5132 4.3243 4.4772 4.3887 Corrected ItemTotal Correlation Alpha if Item Deleted 7154 7960 7559 7491 8701 8394 8549 8575 Reliability Coefficients N of Cases = Alpha = 246.0 N of Items = 8877 R E L I A B I L I T Y A N A L Y S I S - S C A L E (A L P H A) Item-total Statistics EMP3 EMP4 EMP5 Scale Mean if Item Deleted Scale Variance if Item Deleted 6.7317 6.7602 6.9309 1.5685 1.6361 1.9095 Corrected ItemTotal Correlation Alpha if Item Deleted 8485 8759 7164 8313 8073 9384 Reliability Coefficients N of Cases = Alpha = 9048 246.0 N of Items = 80 , 8Lz 1O5/ xp 5/ 6xk5/`Fy f _f 56 -^F56 80 , 6Oy 7Oy 80 ,f Lz Fa 56Fv 6Fv 5/ `FM_L f 5/J NOFl 5/1Fp ^ N 80 , NOFl 5Hop 80 , 6Fa O5/Fa 6Fv 5616Fp 56 JNOFl M{ ,L Fv f16w 56 J_Lz^Fp /Y_f 56-^F56 )*+ $ % ^&' 56Fa K xy /&,( ? ,( /Y Fv f16w 56_f La ` 6Fv 5616Fp 56 B > &C C k C B I -083 -%A - B=8 BC ? -.D ? , %, ( * W Y C Y,NC& &' ! 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