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TR i H c Qu c Gia Tp H Chí Minh NG I H C BÁCH KHOA Chuyên ngành : Q ! "# $% " &'(" & LU N V N TH C S TP H CHÍ MINH, tháng 07 n m 2007 CƠNG TRÌNH C HỒN THÀNH T I TR NG I H C BÁCH KHOA I H C QU C GIA TP H CHÍ MINH Cán b h ng d n khoa h c : TS.V( ) * " + Cán b ch m nh n xét : Cán b ch m nh n xét : Lu n v n th c s TH C S TR NG cb ov t iH I NG CH M B O V LU N V N I H C BÁCH KHOA, ngày tháng n m C NG HOÀ XÃ H I CH NGHIÃ VI T NAM I H C QU C GIA TP HCM TR NG I H C BÁCH KHOA c L p - T Do - H nh Phúc -oOo Tp HCM, ngày 11 tháng 07 n m 2007 NHI M V LU N V N TH C S H tên h c viên: NGUY , - Gi i tính: Nam N!i sinh: /( 0& 1% " & Ngày, tháng, n m sinh: 23-02-1980 Chuyên ngành: Qu ! "# $% " &'(" & Khoá (N m trúng tuy"n): 2005 1- TÊN TÀI: 2- NHI M V LU N V N: - X 23 4$"& 23 & "& & " !5 & "74(3& 59 : ; < "73 23 = &(2 (5< (5< %"& > 2+ % ? @ >A 4(9 : ; "73 23 & "& & "" + / - Xem B ? 25>( %C " &? @ % : )3 23 & "& & " 3& 59 : ; < "73 23 = &( (5< (D ; 2%E : < & %9 ( "7 !3 23 "& F "D % ? F "D ? 23 = &( (5< (" + / 3- NGÀY GIAO NHI M V : 15-02-2007 4- NGÀY HOÀN THÀNH NHI M V : 11-07-2007 5- H VÀ TÊN CÁN B H NG D N: Ti!" #$% &' () # *+ N i dung # c !ng Lu n v n th c s CÁN B H NG D N (H tên ch$ ký) ã cH i ng Chuyên Ngành thông qua CH NHI M B MÔN QU N LÝ CHUYÊN NGÀNH (H tên ch$ ký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` 3& (5 : "7 &6 "&.&0 "/ (F & M "&9+ &+ ? 54 : ; < 3= % ? T >4 $ "&5 & (F "7 C & : ; "7 &2 &F "5 3&& (0 % C+5+ ? "5 "&R (@ % / ? 5C ! 3& (5 &8 +3&8 59: ; < "7 3= & ( 46 ( 5< ( R( 7(0 >Z &6 "&.&0 "I a[b + ) " * "7 7%! "7 W< +3 !7%! "7 D % ? F "A aLb + ) " * "7 7%( % ? !7%! "7 D % ? F "A acb (@ %W"7 3& : ; "7 # M "&46 ( 5< (A adb % ? "5 & : 3e = + ) " * "7 > "&F "D % ? F " "&@ "4 : ; < 3A aZb ;E ; ! D@ 3&8 e W $ 3&D< & (P # ; < 46 ( 5< (/ # ("7 35 &6 "&.&0 "5 # ? F "A 3& ]3(2 R5 &6 "&.&0 " !3&8 59: ; < "7 3= & ( 46 ( 5< (I + ) " * "7 7%! "7 W< +3 !7%! "7 D % ? F "A % ? "5 & : 3e = + ) " * "7 > "&F "D % ? F " "&@ "4 : ; < D6 ;E ; ! D@ 53&8 e W $ 3&D< & (P # ; < 46 ( 5< (9 3(2 C "& ? @ 5+ ? "5 "&D ; % >: 34 (@ &6 % 9(6 "7 D ? 3= & ( 46 ( 5< ( !"&F "D % ? F " D6 3(2 + "7& H7%! % & 3&3& (E : < &6 % 9(6 "7 " + / (2 & ? T "&@ " W< "7 "& (2 >& (< 3D % ? F "5 &(@ 3R (@ &@ " E! "B 5D6 R (@ &@ "& (P # ; < E! " B 55 & (F "7 C D % ? @ 42 "&7%2 L + ? 85 (8 I (@ %W"7 3& : ; "7 # M "&46 ( 5< ( D6 % ? " & : 3e = + ) " * "7 > 3 "&F "D % ? F " "&@ "4 : ; < 35 & (F "7 C >: 34 (@ "&F "D % ? F " 42 "&7%2 3&8 9: ; < "7 3= & ( 46 ( 5< ( 5< % "&6 >2 + / - G & ?W % E E ? # 55 % (" ? "5 % 9? W I J? # D ? + % "7 ? >.9(+ ? ? E fE5 % E g35 % (" (gC 9% +(g5 #% "% "7 3( # E ? E% " % ? " >.9 "5 K? B>% "? E "W>?E# ? E5 & ?3(>.("? "5 E(gC 9% + (g5 #% "% "7 3( # E ? E% " % ? " >.9 "5Eh? 99 E5 & ?# ? % ("E & % R ? h? ? "5 & ? E ? ("? E "W? >.9(+ ? ? E fE5 % E g35 % ("/ & ?# ? E ?# 3& 9E ( # (.(E ? E >?E# ? >? "5 >(W ? g (#C 9% + (g5 #% "% "7 3( # E ? E "W & ? (# ? % >(W ? % "W % % "7 & ? R (D ? i >? "5 % ("? W# ? % ("E & % / & ?# ? E ?# 3& >? & (W (9(7+ 9% ? W5 ( ? E 55 & ? >?E# ? >? "5>(W ? "W & ? & ? (# ? % ("? % "39 W ? E5 & ?g (99(h% "7 E ? E I 5g % # E A 3("W35 % "7 ? B 9(#5 (# + # ? 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E fE5 % E g35 % (" (g5 & ?C 9% +(g5 #% "% "7 3( # E ? E A "W5 & ? + 33( "5 g (#5 & ? % # E5 % E g35 % ("/ 5% E.(E E % R 9?5 ( % W ? "5 % g +W % g g ? # ? "53 ? 7(# % ? E(g? >.9(+ ? ? E% " & ?(.? #5 % (" "W E (# 5W ? # >? "5 E5 & # ( 7&> = % "7 E E ? E E >? "5(gL g (99(h% "7 ? 9? >? "5 E I + 99 RE 3("5 ? "5"W >.9(+ ? ? E f3C% # ? W= "(h9? W 7? e E = % 99E / */ */ #"7 % ? F4 ? ; 6& % ? @ > < @ " * " &< H ; % ! > " (2 > S 5? 06 % < < &1 23*#4 678#4 8:;(< * /[/ >C " # (< "7 !3(F "7 52 46 ( 5< ( 5< % 35 (T 3& : 3A W ( "&"7& % ? @ /L/ < 35 % ? FD6 &< >D % "7& % ? F " 3: /L/[/ < 35 % ? F /L/L/ &< >D % "7& % ? F " 3: /L/c/ "7& H5 & : < 35 % ? P " !4 ? 56 % ? (@ &A B #6 462 !A # 7> * 678#4 8: +> 6*+!" /[/ ;E ; ! 9+ &+ ? /[/[/ &8 9: ; < "7 /[/L/ &8 9: ; < "7 W $ 3&D< D6 E : < &6 % 9(6 "7 != &2 3&&6 "7 /[/c/ (8 % C "& ? @ 7% : )3&8 9: ; < "7 # ("7 W $ 3&D< D6 E : < &6 % 9(6 "7 != &2 3&&6 "7 /[/d/ &2 % "% ? @ >D ? 46 ( 5< (A &2 5 # % ? T " /[/Z/ 34 (@ "7 !3& : ; "7 # M "&46 ( 5< (& % ? @C ! /[/j/ (8 % 9% ? F "& ? @ 7% : )E : < &6 % 9(6 "7 !"&F "D % ? F "D ? 3&8 9: ; < "7 3= & (246 ( 5< (D ; % E : < &6 % 9(6 "7 D ? 3(F "7 D % ? @ /[/\/ &8 9: ; < "7 3= & ( 46 ( 5< ( /L/ >(F & M "&"7& % ? F " 3: 25 # : ; 4F + /L/[/ (F & M "&3 !'# / # +l(R ? # E /L/L/ (F & M "&3 !D % ? @ " /L/c/ (F & M "&3 !D % ? @ " ?# "% "7 /L/d/ N +5 # M "&42 "&7%2 & % ? @C ! 46 ( 5< (3 ! /c/ (F & M "&4 ? B 5(#4 = [ c c d d C j j k _ [Y [c [d [d [Z [Z [j [k LY LY /c/[/ X F +W : < "7 7%! &+ ? 3& ( >(F & M "& /c/L/ X F +W : < "7 3 3& ] E (8 42 "&7%2 3& (3 35 &6 "&.&0 " # ("7 >(F & M "&"7& % ? F " 3: LL LL 678#4 678#4 6(> D 462 !A # 7> * /[/ & % ? = ? "7& % ? F " 3: /[/[/ & 05 & (F "7 % " /[/L/ ? & ( < 3&B : ! 9+ &F "5 3&W : ) 9% ? @ /L/ % ? @3& ] "&5 &"7 ( /c/ 7& % ? F " 3: 23& "&5 & : /c/[/ & % ? = ? ( 9: ; "7 /c/L/ & : ; "7 &2 &5 &@ & (F "7 % " D6 3; ) >P /c/c/ ? & ( < 3&.&F "5 3&W : ) 9% ? @ /c/c/[/ &F "5 3&>(F 5! /c/c/L/ &F "5 3&"&F "5 (8 /c/c/[/ &F "5 3&>(8 % C "& ? @ /c/c/L/ &F "5 3&.&F "R % ? @ EF Lk L_ L_ c[ cL cL cd cZ cZ cj cj cj 678#4 !" ? G*(: 462 !A # 7> * /[/ % ; % & % ? @ /L/ (F 5! >P /L/[/ ) & ( /L/L/ (F 5! >P /c/ &F "5 3&42 "&7%2 E ;R (@ &"7 ( /c/[/ ? @ E (8 % "3 @ +# ("R3& 9.& /c/[/[/ &"7 ( 3&8 9: ; < "7 3= & ( 46 ( 5< ( /c/[/L/ &"7 ( >: 34 (@ &6 % 9(6 "7 !3 "&F "D % ? F " /c/L/ &F "5 3&"&F "5 (8 = &2 >.&2` /c/L/[/ &"7 ( 3&8 9: ; < "7 3= & ( 46 ( 5< ( /c/L/L/ &"7 ( >: 34 (@ &6 % 9(6 "7 D ? 3= & (2 46 ( 5< ( !"&F "D % ? F " /c/L/c/ % ? @3& ] "&9 < % >(F & M "&"7& % ? F " 3: /d/ % ? T >4 $ "&>(F & M "&"7& % ? F " 3: /d/[/ % ? T >4 $ "&5 "&.&F "R % ? @ 7% : )3 35 &6 "&.&0 " # ("7 &"7 ( 3&8 9: ; < "7 !3 3= & ( 46 ( 5< ( HI c\ c\ c\ c_ dc dd dd dj d\ d\ ZL Zc ZZ ZZ /d/L/ % ? T >4 $ "&>(F & M "&9+ &+ ? /Z/ &F "5 3&E : < = &2 3R % ? @ 7% : )&% "& (2 >"7& % ? F " 3: /j/ (2 >5S 678#4 !" ? *(1 # (@ !" # 46J /[/ (T "7 C " /L/ ? C ! 3& "& /c/ < " 3& ? D6 = % ? " "7& $ & : ; "7 "7& % ? F " 3: 25 % ? & ? ( (> 6*/ */ 6(L 6(: & &< < [I O ! "7 = &! ( E2 + = % ? " "&F "D % ? F " &< < LI (F 5! &(@ 35 "&> P &< < cI &F "5 3&4 (@ % "3 @ +# ("R3& 9.& &< < dI &F "5 3&"&F "5 (8 = &2 >.&2` &< < ZI &F "5 3&& (0 % C+5+ ? "5 "&R (@ % &< < jI &F "5 3&.&F "R % ? @ (@ 22 !1 * 6(L 6(: & ZZ Zk jL CK jd jd j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m "E (D ; %D % ? @ 405 :4 (T %>; %5 #"7 R $= + ) & @ 5D6 3+ ? 85 (8 = &2 3 !C # M "&E! "B = % "&W ( "& / (2 ) "7 3& "&9 9+ W (D M E( 3 "&6 ) "& 4< (W ( "&"7& % ? @ 7%6= % "&"7& % ? @ >3 ! + ) D6&@ 54 ? 03&2 # (< "7 &6 "7 404 ? " 3(F "7 52 46 ( 5< (A &2 5 # % ? 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T "4 : ; < W< "7 "&V >I ] (*R62T &(/ 2W&:0(> W2 !" # Total Variance Explained Initial Eigenvalues Component Total Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings % of Cumulative Total % of Cumulative Total Variance % Variance % 9.897 43.028 43.028 9.897 43.028 43.028 4.314 1.831 7.963 50.991 1.831 7.963 50.991 3.326 1.637 7.115 58.106 1.637 7.115 58.106 2.832 1.305 5.675 63.781 1.305 5.675 63.781 2.655 1.029 4.473 68.255 1.029 4.473 68.255 2.572 802 3.487 71.742 748 3.254 74.996 672 2.921 77.917 559 2.432 80.349 10 503 2.187 82.536 Extraction Method: Principal Component Analysis % of Cumulative Variance % 18.755 18.755 14.463 33.217 12.312 45.529 11.544 57.073 11.181 68.255 6*/ */ UP 6(A # \ 06 &< 2G*+ *+!" # \ #6-&1 Model Summary R Model R Square Adjusted R Std Error Square of the Estimate 670 449 446 51513 764 583 579 44904 771 594 588 44433 a Predictors: (Constant), SERVICE b Predictors: (Constant), SERVICE, SKILL c Predictors: (Constant), SERVICE, SKILL, TECH Change Statistics R Square F Change Change 449 154.734 135 61.050 011 5.022 df1 df2 1 190 189 188 Sig F Change 000 000 026 6*/ */ CP 6(A # \ 06 6(A #-2 !1 ? 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D9 # (7#>? Ew "" R ? |3= E (" % (" ? 3& "% C? Eg (# #% "% "7 E E (3%5 ? Ew ZL "W 9?# "% "7 + "3(>R ? % 99 O &O L d | (>? # E ? A LYYL [[/ l? E ?# 3&(gC 9% +% "& % 7& ? #? W3 % (" % " % ? " >w o(# 9WR"= A LYY[ [L/ lA >(W ? 9g (## ? E ?# 3&(" 33 % (" #% "% "7 ? g g ? 35 % D ? "? E Ew g ? + "W ?95 & # = h+ % "3% "" % A % (" "E % 55 ?g (# R 9% % ("E'% E E ? >% " % (" dj\j (9 >R % dZLLji[ k [c/ & ? 33? E E E ? ? & (W I #5 ? 7% D9 % (" # ( 3&5 ( "3# ?E % "7 & ? ? "W g g ? 35 (g #% "% "7 w l(R ? # /O# % "= ? # & (g gw W D"3? E% " '? D ? 9(.% "7 > " l? E ( # 3? E (9/ \A (/ `? R ## +LYYZ kji[Y[ [d/ #% "% "7 g g ? 35 % D ? "? E E ("E95 % "7 ? # D % 3? Ew ?# "% "7 w djYY o? E 55 (h" # = h+ % ?cY[ [Z/ #( (T % & @ 5"7: ) = & ( & (< 7%2 ( W< 3D ? 3&8 9: ; < "7 D6 & % ? @C ! 7%2 ( W< 3w ? F : &2 3A [ \ [j/ (59 C 9% +> " 7? >? "5 % "? W3 % (" w [\/ "7 W< "7 3& ( o% "W (hEw 99% E /A [ c () * " +w XO & ( & (< D6 + ) & @ A [ \ [k/ X: !+ ': )% ? @ 7& % ? F " : 2D ; % & (8 "7 ? F A LYYL 3& ( o% "W (hEi ( "7 # (< "7 i XO +> J 06 5\ 06 4(#4 H tên: , Ngày, tháng, n m sinh: 23-02-1980 N!i sinh: Tp.H( 0& 1% " & %a ch& liên l c: 11 : ; " 7[ d & : ; " 7% " & ( F " A C @ " &!: A /( 0& 1% " & / QUÁ TRÌNH ÀO T O i[ _ _ ki L Y Y c I( < < % & ( < 3O & & ( /( 0& 1% " &" 76 " & % ? @ " i % ? @ "5 : ! iL Y Y di L Y Y Z I( < 39 ; &+ ? T "4 ( T %+ ) & @ 5E" % " &5 ? 5< %5 # : ; " < %& ( < 3O & & ( /( 0& 1% " & iL Y Y Zi + I( < 39 ; 3(& ( < 3" 76 " &N ! "# $% " &'(" &5< % # : ; " 74< % & ( < 3O & & ( /( 0& 1% " & QUÁ TRÌNH CƠNG TÁC Y d e L Y Y cw + I( F " 752 35< % ( F " 75 + % ? @ >/ ... VI T NAM I H C QU C GIA TP HCM TR NG I H C BÁCH KHOA c L p - T Do - H nh Phúc -oOo Tp HCM, ngày 11 tháng 07 n m 2007 NHI M V LU N V N TH C S H tên h c viên: NGUY , - Gi i tính: Nam N!i
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