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Đánh giá cảm nhận của khách hàng về chất lượng dịch vụ chăm sóc khách hàng tại Vinpearl Hotel Huế - công ty cổ phần Vinpearl - 11


2.Kết quả hệ số Cronbach’s Alpha


Nhóm mức độ tin cậy

Reliability Statistics


Cronbach's Alpha

N of Items

.905

5

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Đánh giá cảm nhận của khách hàng về chất lượng dịch vụ chăm sóc khách hàng tại Vinpearl Hotel Huế - công ty cổ phần Vinpearl - 11


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item

Deleted

mucdotincay1

16.58

2.493

.805

.874

mucdotincay2

16.62

2.595

.740

.889

mucdotincay3

16.60

2.552

.822

.871

mucdotincay4

16.58

2.556

.816

.872

mucdotincay5

16.58

2.835

.629

.910


Nhóm khả năng đáp ứng

Reliability Statistics


Cronbach's Alpha

N of Items

.810

5

Item-Total Statistics



Scale Mean if

Item Deleted

Scale Variance if

Item Deleted

Corrected Item-

Total Correlation

Cronbach's Alpha

if Item Deleted

kndapung1

16.81

1.552

.707

.737

kndapung2

16.81

1.815

.462

.813

kndapung3

16.87

1.960

.366

.835

kndapung4

16.81

1.521

.791

.712

kndapung5

16.83

1.568

.683

.745


Nhóm năng lực phục vụ

Reliability Statistics


Cronbach's Alpha

N of Items

.803

4


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if

Deleted


Item

nlphucvu1

12.62

1.386

.696

.716

nlphucvu2

12.56

1.411

.627

.749

nlphucvu3

12.57

1.472

.540

.791

nlphucvu4

12.61

1.419

.612

.756


Nhóm mức độ đồng cảm

Reliability Statistics


Cronbach's Alpha

N of Items

.813

4

Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's

Alpha if Deleted


Item

mddongcam1

12.44

1.178

.637

.764

mddongcam2

12.42

1.206

.717

.724

mddongcam3

12.44

1.395

.524

.812

mddongcam4

12.44

1.256

.655

.754


Nhóm phương tiện hữu hình

Reliability Statistics


Cronbach's Alpha

N of Items

.812

4


Item-Total Statistics



Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if

Deleted


Item

pthuuhinh1

12.47

1.119

.802

.679

pthuuhinh2

12.55

1.475

.418

.853

pthuuhinh3

12.48

1.306

.571

.791

pthuuhinh4

12.47

1.057

.758

.697

Nhóm đánh giá cảm nhận

Reliability Statistics


Cronbach's Alpha

N of Items

.638

3


Item-Total Statistics



Scale Mean if

Item Deleted

Scale Variance if

Item Deleted

Corrected Item-

Total Correlation

Cronbach's Alpha

if Item Deleted

danhgia1

8.38

.518

.436

.555

danhgia2

8.32

.468

.472

.504

danhgia3

8.37

.483

.434

.558


3. Nhân tố khám phá EFA


Biến độc lập

KMO and Bartlett's Test

.736


1647.686

231

.000

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.


Bartlett's Test of Sphericity

Approx. Chi-Square Df

Sig.


Total Variance Explained


Comp onent

Initial Eigenvalues

Extraction Sums of

Squared Loadings

Rotation Sums of Squared

Loadings

Total

% of

Varian ce

Cumul ative

%

Total

% of

Varian ce

Cumul ative

%

Total

% of

Varianc e

Cumula tive %

1

5.279

23.996

23.996

5.279

23.996

23.996

3.648

16.581

16.581

2

2.887

13.122

37.118

2.887

13.122

37.118

2.928

13.309

29.890

3

2.731

12.412

49.530

2.731

12.412

49.530

2.893

13.150

43.039

4

1.951

8.870

58.400

1.951

8.870

58.400

2.599

11.811

54.851

5

1.809

8.221

66.620

1.809

8.221

66.620

2.589

11.769

66.620

6

.956

4.347

70.967







7

.911

4.142

75.109







8

.851

3.867

78.976







9

.670

3.046

82.022







10

.607

2.760

84.782







11

.542

2.466

87.247







12

.507

2.303

89.550







13

.379

1.722

91.272









14

.357

1.622

92.894







15

.308

1.399

94.293

16

.293

1.333

95.626

17

.277

1.261

96.886

18

.224

1.019

97.906

19

.167

.761

98.666

20

.148

.672

99.338

21

.081

.367

99.705


22


.065


.295

100.00

0


Rotated Component Matrixa



Component

1

2

3

4

5

mucdotincay1

.888





mucdotincay3

.885




mucdotincay4

.877




mucdotincay2

.797




mucdotincay5

.667




mddongcam2


.827



mddongcam4


.792



mddongcam1


.778



mddongcam3


.680



kndapung4



.916


kndapung1



.877


kndapung5



.820


kndapung2



.616


kndapung3





nlphucvu1




.827



nlphucvu2




.793


nlphucvu4


.778


nlphucvu3


.748


pthuuhinh1



.892

pthuuhinh4



.879

pthuuhinh3



.740

pthuuhinh2

.502


.506



Biến phụ thuộc

KMO and Bartlett's Test


Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.649

Approx. Chi-Square

Bartlett's Test of

df

Sphericity

Sig.

47.469

3

.000


Communalities



Initial

Extraction

danhgia1

1.000

.566

danhgia2

1.000

.613

danhgia3

1.000

.561


Total Variance Explained


Compon

ent

Initial

Eigenvalues

Extraction Sums of Squared Loadings


Total

% of

Variance

Cumulativ

e %

Total

% of

Variance

Cumulative

%

1

1.740

58.015

58.015

1.740

58.015

58.015

2

.662

22.073

80.088




3

.597

19.912

100.000





Component Matrixa



Component

1

danhgia2 danhgia1

danhgia3

.783

.752

.749


Mode

l

R

R Square

Adjusted R

Square

Std. Error of the

Estimate

Durbin-Watson

1

.782a

.611

.595

.20484

1.975

4. Phân tích hồi quy tương quan Model Summaryb


Coefficientsa


Model

Unstandardized

Coefficients

Standardized

Coefficients

t

Sig.

Collinearit

Statistics

y

B

Std.

Error

Beta

Tolerance

VIF


(Constant)

-.555

.372


-1.492

.138




Mucdotincay

.363

.051

.449

7.136

.000

.792

1.263


1

Kndapung

Nlphucvu

.207

.223

.053

.048

.225

.266

3.945

4.642

.000

.000

.962

.954

1.039

1.049


Mddongcam

.240

.053

.271

4.497

.000

.866

1.154


Pthh

.102

.056

.115

1.844

.068

.813

1.230

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