Phân tích các nhân tố ảnh hưởng đến lòng trung thành của khách hàng đối với dịch vụ thẻ ghi nợ của ngân hàng vietcombank huế

Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm     ĐỀ TÀI:  ! "#$ #%& %'()$#%*+,   -./01.2/30450.6/7 .891.2/0:;/<=>/7 <?@A/0B /0?@C3 0D-,E.%F/0.2G ;H7IJ0:K/<GL. .2/M0NO7PQQRPQSJ ?CTQUVPQSJ SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM i Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm +W “ Phân tích các nhân tố ảnh hưởng đến lòng trung thành của khách hàng đối với dịch vụ thẻ ghi nợ của ngân hàng Vietcombank- Huế” !"#$% &'()*$+,-, . /,E.%F/0.2G012& 3453,/'/65736/89':;< =8'>?@2!>8 $A'B!*+CDD@2% 'EFG6>=(,$+'#$2 HIJKLM",NJOP6+Q!PQE:92 R'5S:!*HP/T#U6JKP/TKO+H#8 @%,$28--"@2 6,*+C!7+F J?V($+#$:6:W592F X5<=9!">L6'Y 929Z[?>9'9/'FQ/5#>\ "%S:!*2A/9!8/F +'' SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM ii Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm XO/< YS7Z%[\ ]F ^\3%FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF] _F NDFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF` `F U?6FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFa aF J,ZFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFa bF O+2FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFb YP7]%#^_FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc WS7`%\ %[\^_FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc 1.1 CƠ SỞ LÍ LUẬNFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc ]F]F];@,+6FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc ]F]F] F]d2!,+6FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc ]F]F]F_Je",+6FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc ]F]F]F`J23KD"/'",FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFf ]F]F_d2@2M2FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFg ]F]F_F]d2!M2FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFg ]F]F_F_O,*6MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFg ]F]F_F`J2!<"M2FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]h ]F]F_FaJ#6"MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]] ]F]F_FbJ2$iM;:' .]_ ]F]F_Fcj/22MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]a ]F]F_Ffk"!22MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]f ]F]F`U22*L"923KDMFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]l ]F]F`F]XKDFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]l ]F]F`F_d2!*LFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_] ]F]F`F`QL"*L92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF__ ]F]F`FaJ2/'?$C'*L"92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_a ]F]F`FbNFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_c ]F]F`Fc1$/'FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`] ]F]F`Ffj/FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`] ]F]F`FgO+29'6*#/4FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`a 1.2 CƠ SỞ THỰC TIỄNFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`b ]F_F]6[2@M6Q!P8e@mmFFF`b ]F_F]F]P$2*<6[2@MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`b ]F_F]F_66[23KDM2FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`c ]F_F]F`*9>9e6[93MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`f SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM iii Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm WP7  "#$ #%\ %'(+$#%*+,mmmmmmmmmF`g 2.1 KHÁI QUÁT VỀ NGÂN HÀNG VIETCOMBANK-HUẾ mmmmmmmFmmm`g _F]F]^K)2"2 mmmmmmmmmmmmFFFmF`g _F]F_J+#;"2FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`g _F]F`J+#;"LMFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`g _F]Fa+#*[FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`l _F]Fbd'@$6[93"QE:96_h]hn_h]_mmmmFFFah _F]Fc/[?"QE:96_h]hn_h]_FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFa_ 2.2 THỰC TRẠNG VỀ DỊCH VỤ THẺ CỦA VIETCOMBANK –HUẾFFFFFFFFFFFFFFFFFFFFFFFFFa` _F_F]o?*3?2@JoJPn2/pXJFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFa` _F_F_o?*2*6MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFaa _F_F`X?2@MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFac 2.3 ĐÁNH GIÁ LÒNG TRUNG THÀNH CỦA KHÁCH HÀNG VỀ DỊCH VỤ THẺ GHI NỢ CỦA NGÂN HÀNG VIETCOMBANK-HUẾFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFaf _F`F]O,<2/'?$C'*L"92?&3KD M",QE:9nR'FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFac _F`F]F]N$S"92)3DM"QE:9nR'FFFFFFFFFFFac _F`F]F_U22*L:B!?/J:H*FFFFFFFFFFFFFFFFb] _F`F_F`d'@$9K2/'?$CFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbc _F`F]Fad'@$9K^LFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbf _F`F_FbO,<q@/FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbl _F`F_FcR![/'FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbl _F`F_FfdKFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbl _F`F_FgdK[V"FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbl _F`F_Fl1$K<[*"?FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbl _F`F`1$<\r"FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFch _F`Fa6*L2/'?2[?&3KDM" QE:9nR'FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc] _F`FaF]62/'?2[?&*LFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc] _F`FaF_dKHPsQH22/'?$C'*L"2 >92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFcc W  J7   & %#  +]  -           "   #  $     #  -a  '  (    )  $ %*+, 3.1 ĐỊNH HƯỚNG 70 SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM iv Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm 3.2 GIẢI PHÁP NÂNG CAO LÒNG TRUNG THÀNHFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFfh YJ7%# 1 KẾT LUẬN .75 2 KIẾN NGHỊFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFff #+ '' +'b%c OsotN2/#2M UQJPttU+K#M QJGttQE:9 PRPPttP,& PRORttP,2 PRttP,2 HNttN2/[ ustt;+6'& JRvRJPtJ[L(["r JNPXtJ,3, SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM v Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm OwPto?3!2, NJOt+6;A pXJt':K%M!) 1Gt12K: SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM vi Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm +' ,,d XO/< ,e/<S7J+#*[,QE:9nR'6_h]hn_h]_FFFFFFFFFFFFFFFFFF`l ,e/<P7d'@$6[93"QE:96_h]hn_h]_FFFFFFFFFFFFFFFFah ,e/<J7d'@$6[/[?"QE:96_h]hn_h]_FFFFFFFFFFFFa_ ,e/<I7o?*3?2@JoJPn2/pXJ"QE:9nR' 6_h]hn_h]_FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFa` ,e/<U7o?*2*6M"QE:9nR'6_h]hn_h]_FFFFFFFFFFaa ,e/<f7X?22*6M"QE:9nR'6_h]hn _h]_mmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmac ,e/<g7US4FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFag ,e/<h7ND<)3DM"92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbh ,e/<R7Pq92:''3KDMFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFb] ,e/<SQ7 d'@$9KJ:H*2/'?$C'*L FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFb] ,e/<SS7 d'@$9KJ:H*2/'?$C'*L 9*62:'9ZFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFb` ,e/<SP7d'@$9KJ:H**LFFFFFFFFFFFFFFFFFFFFFFFFFFba ,e/<SJ7d'@$9KpxH2/'?$CFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFba ,O i /<SI7US2:'@2"9,<,?FFFFFFFFFFFFFFFFFFFFFFFFbb ,e/<SU7d'@$9KpxH*LFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbc ,e/<Sf7d'@$,<q@/*\/'FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbg ,e/<Sg7dKFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbl ,e/<Sh7d'@$9K[V"FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFbl ,e/<SR7U22\9'92,?</;FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc] ,e/<PQ7U22\9'92,?@/'K*%FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFc` ,e/<PS7U22*L"92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFcb ,e/<PP7dKHPsQH2/'?$C'*L82> 92>[;92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFcc ,e/<PJ7dKHPsQH2/'?$C'*L82> 92>92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFcf ,e/<PI7O,<,HPsQH8292>92E/'? @/'K*%FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFcg SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM vii Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm ,e/<PU7dKHPsQH2/'?$C'*L82> 92>!92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFcl SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM viii Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm +' -Wj%#+kl XO/< -KmnS7j/2MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]a -KmnP7j/2MFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]c -KmnJ7j/#2M62/HNFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF]f +o0p/0S7<"92FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_c +o0p/0P7N*LFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_f +o0p/0J7PP/TKN#*3KD5y *L"92K6?RqJ<NFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_f +o0p/0I7P"Uz'RLy"92,6 ?RqJ<NFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_g +o0p/0U7P { 1*H:3**FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF_l +o0p/0f7N(#FFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`h -KmnI7J+#;LMFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFFF`g SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM ix Khóa luận tốt nghiệp GVHD:Th.S Bùi Văn Chiêm Y7Z%[\ SDq=950r/ms3t. 8eA,/5V&[9'"Q!P9 '9'&FUS:!*9Q!PC<"us ]]e2i/23K+62[2 >534'!*/!eLZ2,$>8:!2 $'@$*<B2A"92V&('" 6F R!/5'&2293VSC# ;:''|*!/9?*[/9\26 2,FNz2>3D<}? *63K36FQ![2V }*!D5}*D<93%6"2, FJ'/Q!P23D293VS5>* MHNF&9523KD,"/'3K'6 ,Fo9MHN526[,/?/ 23Ae"MF MHN*+!2!)!65>A$* S*K5'9!<,2!#52 S5$:$)3DFU+2!)!6/ C+!!<;:'5A?q:[8, )3DM52,A*?2&34)3D5// <e23D!<"MHNFNS9252,A$:$ 3K?556'??9~5BC[6*&2 !)9/'9<3,3V2@MHN52"M9 2)3D?!<MHN[2!@$#F SVTH: Nguyễn Thị Ánh Tuyết - Lớp K43 QTKDTM 1