Phần II: Thông tin cá nhân
3.2. Đánh giá độ tin cậy thang đo và phân tích nhân tố
3.2.1. Đánh giá độ tin cậy thang đo
Reliability Statistics
Cronbach's Alpha N of Items
.797 5
Item-Total Statistics Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted khach san phuc vu
dung theo nhung yeu cau cua quy khach
14.0733 7.357 .601 .751
cung cap dich vu nhu da gioi thieu
14.3200 7.427 .498 .785
thong bao kip thoi khi có su thay doi trong dich vu
14.1600 7.303 .610 .748
khach san luon dam bao thoi gian hoat dong 24/24h
14.0067 7.228 .605 .750
khach san khong de xay ra bat ky sai sot nao trong qua trinh cung cap dich vu
13.7867 7.296 .582 .757
Reliability Statistics
Cronbach's Alpha N of Items
.766 4
Item-Total Statistics Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted quykhach luon cam
thay an toan khi luu tru tai khach san
10.4867 3.916 .524 .733
nhan vien khach san nhanh chong hieu va tra loi chinh xac nhung thac mac cua quy khach
10.5400 3.324 .579 .709
nhan vien khach san luon co thai do lich su, than thien
10.3867 3.836 .585 .703
trinh do chuyen mon, nghiep vu cua nhan vien cao
10.5067 3.701 .591 .699
Reliability Statistics
Cronbach's Alpha N of Items
.755 4
Item-Total Statistics Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted khach san luon dap
ung yeu cau cua quy khach mot cach nhanh chong
11.2133 3.538 .558 .695
khach san dap ung dung nhung yeu cau ve dat phong va cung cap dich vu cua quy khach
11.2533 3.909 .495 .727
quy trinh don tiep va phuc vu khach chuyen nghiep, nhanh chong
11.2333 3.469 .620 .660
nhan vien khach san ngay cang tao su tin tuong cho quy khach
11.2600 3.523 .538 .707
Reliability Statistics
Cronbach's Alpha N of Items
.755 4
Item-Total Statistics Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted khach san chu y den
nhung mong muon ma quy khach quan tam nhieu nhat
10.9533 3.280 .567 .691
khach san luon dat loi ich cua quy khach len hang dau
11.0667 3.096 .518 .720
nhan vien khach san luon hieu ro nhung nhu cau cua quy khach
11.0333 3.160 .584 .681
nhan vien khach san biet lang nghe va cung cap nhung thong tin kip thoi cho quy khach
10.9667 3.187 .545 .702
Reliability Statistics
Cronbach's Alpha N of Items
.844 7
Item-Total Statistics Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted khach san co vi tri thuan
loi 21.4600 15.512 .613 .820
khong gian khach san thoang mat, sach se
21.4400 15.188 .698 .806
may moc thiet bi trong phong duoc trang bi hien dai, hoat dong tot
21.4733 15.566 .709 .806
phieu thanh toan sau khi su dung dich vu tai khach san ro rang, de hieu doi voi quy khach
21.4600 15.659 .663 .812
cac vat dung trong phong
deu huu ich voi quy khach 21.5867 16.083 .586 .824 tat ca cac con duong ra vao
hanh lang khach san deu sach se, de chiu
21.1067 15.304 .677 .810
nhan vien khach san an
mac gon gang, tuom tat 21.7533 18.482 .264 .868
Reliability Statistics
Cronbach's Alpha N of Items
.824 4
Item-Total Statistics Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted noi chung, khach san
Golden Star là diem den dang tin cay cua quy khach
12.1467 3.535 .585 .806
quy khach hoan toan hai long ve chat luong dich vu luu tru tai khach san
12.1600 3.196 .643 .782
sau khi den su dung dich vu tai khach san, quy khach se gioi thieu cho nguoi khac
12.0400 3.180 .729 .740
trong thoi gian toi, neu quy khach quay lai Hue, thì khach san Golden Star van tiep tuc la su lua chon cua quy khach
11.9533 3.414 .641 .782
3.2.2. EFA
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy .836 Bartlett's Test of
Sphericity Approx. Chi-Square Df
Sig
1409.551 253 .000 Total Variance Explained
Com p onent
Initial Eigenvlues Extraction Sums of Squared Loadings
Rotation Sums of Squared Loadings Total % of
Variance
CumulatIv e ve %
Total % of Variance
Cumulativ e %
Total % of Variance
Cumulativ e % 1
2 3
6.458 3.158 1.782
28.080 13.730 7.750
28.080 41.810 49.560
6.458 3.158 1.782
28.080 13.730 7.750
28.080 41.810 49.560
3.858 2.786 2.529
16.774 12.111 10.997
16.774 28.885 39.883
4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
1.529 1.144 .938 .799 .736 .697 .659 .574 .559 497 .482 .464 .426 .393 .357 .333 .310 .293 .219 .194
6.648 4.972 4.076 3.475 3.202 3.029 2.864 2.494 2.428 2.160 2.097 2.017 1.850 1.710 1.554 1.448 1.349 1.273 .950 .842
56.208 61.180 65.256 68.732 71.934 74.962 77.827 80.320 82.748 84.909 87.006 89.023 90.873 92.583 94.137 95.585 96.934 98.207 99.158 100.000
1.529 1.144
6.648 4.972
56.208 61.180
2.522 2.376
10.966 10.332
50.848 61.180
Extraction Method: Principal Component Analysis.
Component
1 2 3 4 5
khach san co vi tri thuan loi .822
khong gian khach san thoang mat, sach se .798 tat ca cac con duong ra vao hanh lang khach san
deu sach se, de chiu
.704 may moc thiet bi trong phong duoc trang bi hien
dai, hoat dong tot .682
phieu thanh toan sau khi su dung dich vu tai khach san ro rang, de hieu doi voi quy khach
.668 cac vat dung trong phong deu huu ich voi quy khach .569 khach san phuc vu dung theo nhung yeu cau cua
quy khach .729
khach san luon dam bao thoi gian hoat dong
24/24h .695
thong bao kip thoi khi có su thay doi trong dich vu .691 cung cap dich vu nhu da gioi thieu .634 khach san khong de xay ra bat ky sai sot nao
trong qua trinh cung cap dich vu .532
trinh do chuyen mon, nghiep vu cua nhan vien cao. .732 nhan vien khach san luon co thai do lich su, than thien .719 quy khach luon cam thay an toan khi luu tru tai
khach san .684
nhan vien khach san nhanh chong hieu va tra loi .614
chinh xac nhung thac mac cua quy khach
quy trinh don tiep va phuc vu khach chuyen nghiep, nhanh chong
.798 khach san luon dap ung yeu cau cua quy khach
mot cach nhanh chong .755
nhan vien khach san ngay cang tao su tin tuong
cho quy khach .714
khach san dap ung dung nhung yeu cau ve dat phong va cung cap dich vu cua quy khach
.702 nhan vien khach san luon hieu ro nhung nhu cau
cua quy khach .775
khach san luon dat loi ich cua quy khach len hang dau .764 khach san chu y den nhung mong muon ma quy
khach quan tam nhieu nhat .726
nhan vien khach san biet lang nghe va cung cap nhung thong tin kip thoi cho quy khach
.672 Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 6 iterations.