Kết Quả Kiểm Định Paired Sample T-Test Về Sự Khác Biệt Giữa Mong Đợi Và Cảm

CN-TC11. khach san cung cap

loai buong va dich vu theo dung hop dong dat buong

.762

CN-TC8. dich vu cua khach san duoc thuc hien dung ngay tu lan

dau

.751

CN-TC10. cac dich vu duoc cung cap dung thoi diem ma nhan vien

hua se thuc hien

.708

CN-DC27. thoi gian hoat dong cua cac dich vu phu hop voi nhu

cau cua khach

.841

CN-DC25. khi xep phong khach san quan tam den nhung so thich

rien cua khach

.727

CN-DC26. khi khach gap van de khach san the hien su quan tam

chan thanh

.727

CN-DC24. khach san luon quan tam den khach hang

.660

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Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

Rotation converged in 5 iterations.

Phụ lục 7.4 – Phân tích độ tin cậy Cronbach’s Alpha

Nhóm 1: Phương tiện hữu hình (PTHH)

Reliability Statistics

Cronbach's Alpha

N of Items
.933	7

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

CN-PTHH1. khach san co vi tri

dep thuan loi

21.5000

11.265

.767

.924

CN-PTHH2. phong ngu thoai mai noi that dep

21.6045

11.026

.856

.916

CN-PTHH3. phong tam thoai

mai va duoc trang bi nhieu tien nghi

21.7091

11.175

.823

.919

CN-PTHH4. cac thiet bi trong buong khach luon hoat dong tot

21.9409

10.723

.784

.923

CN-PTHH5. cac do cung cap day du

22.1773

11.946

.613

.938

CN-PTHH6. khach san cung

cap mien phi tra ca phe hoa qua trong buong khach

21.7227

10.786

.831

.918

CN-PTHH7. cac dich vu bo sung tai buong da dang hop ly

22.4545

11.418

.834

.919

Nhóm 2: Tin cậy (TC)

Reliability Statistics

Cronbach's Alpha

N of Items
.814	4

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

CN-TC8. dich vu cua khach san duoc

thuc hien dung ngay tu lan dau

11.5864

4.088

.655

.757

CN-TC9. nhan vien thong bao thong

bao ro rang va chi tiet ve cac dich vu

11.2773

4.201

.631

.768

CN-TC10. Ca c dich vu duoc cung cap dung thoi diem ma nhan vien hua

se thuc hien

10.9636

5.095

.509

.820

CN-TC11. khach san cung cap loai buong va dich vu theo dung hop dong dat buong

11.1318

3.558

.761

.701

Nhóm 3: Đáp ứng (DU)

Reliability Statistics

Cronbach's Alpha

N of Items
.812	6

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

CN-DU12. kha nang ngoai ngu

cua nhan vien tot

18.1727

13.048

.484

.801

CN-DU13. nhan vien giao tiep than thien

17.2773

12.028

.567

.784

CN-DU14. nhan vien luon san sang de phuc vu khach

17.5045

11.338

.570

.785

CN-DU15. nhan vien co hinh thuc lich su voi phong cach

chuyen nghiep

17.4818

11.274

.662

.762

CN-DU16. khach hang duoc phuc vu nhanh chong dung thoi

gian

17.4318

11.945

.552

.787

CN-DU17. kha nang xu ly tinh huong cua nhan vien tot

17.5636

11.462

.609

.774

Nhóm 4: Độ đảm bảo (DB)

Reliability Statistics

Cronbach's Alpha

N of Items
.785	6

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

CN-DB18. khong khi khach san

lam khach hang cam thay an toan

18.4227

10.848

.644

.724

CN-DB19. khach san cung cap dich vu lam phong hang ngay de gui sach se va ngan nap

18.1045

12.578

.461

.769

CN-DB20. khu vuc cong cong duoc dam bao sach se va gon gang

18.5091

11.055

.627

.729

CN-DB21. he thong an ninh cua khach san tot

18.2864

11.630

.605

.738

CN-DB22. nhan vien du kien

thuc de tra loi nhung thac mac cua khach hang

19.0727

11.328

.414

.792

CN-DB23. khach hang luon luon duoc khach san phuc vu lich su

18.3091

11.831

.504

.759

Nhóm 5: Đồng cảm (DC)

Reliability Statistics

Cronbach's Alpha

N of Items
.779	4

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item- Total Correlation

Cronbach's Alpha if Item Deleted

CN-DC24. khach san luon quan

tam den khach hang

10.4318

3.726

.534

.751

CN-DC25. khi xep phong khach san quan tam den nhung so thich rien cua khach

11.2818

3.601

.651

.702

CN-DC26. khi khach gap van de khach san the hien su quan

tam chan thanh

10.5227

2.817

.609

.727

CN-DC27. thoi gian hoat dong cua cac dich vu phu hop voi nhu cau cua khach

10.7045

3.460

.588

.724

Phụ lục 7.5. Kiểm định phân phối chuẩn

One-Sample Kolmogorov-Smirnov Test

PTHH	DU	DB	TC	DC
N		220	220	220	220	220
Normal Parametersa	Mean	.0000000	- 6.0557620E- 17	.0000000	.0000000	.0000000
	Std. Deviation	1.00000000 E0	1.00000000	1.00000000	1.00000000 E0	1.00000000
Most Extreme Differences	Absolute	.117	.083	.043	.102	.040

Positive

.117	.044	.023	.042	.036
Negative	-.079	-.083	-.043	-.102	-.040
Kolmogorov-Smirnov Z	1.339	1.232	.631	1.310	.599
Asymp. Sig. (2-tailed)	.055	.096	.821	.061	.866
a. Test distribution is Normal.

Phụ lục 7.6 – Kết quả kiểm định Paired Sample t-test về sự khác biệt giữa Mong đợi và Cảm nhận

Paired Samples Statistics

Mean

Std. Deviation

Std. Error Mean

Pair 1

CN-PTHH1. Khach san co vi tri

dep thuan loi

4.0182

220

.65490

.04415

MD-PTHH1. Khach san co vi tri dep thuan loi

4.4091

220

.60130

.04054

Pair 2

CN-PTHH2. Phong ngu thoai mai

noi that dep

3.9136

220

.63877

.04307

MD-PTHH2. Phong ngu thoai mai

noi that dep

4.3182

220

.66801

.04504

Pair 3

CN-PTHH3. Phong tam thoai mai

va duoc trang bi nhieu tien nghi

3.8091

220

.63383

.04273

MD-PTHH3. Phong tam thoai mai

va duoc trang bi nhieu tien nghi

4.4136

220

.60951

.04109

Pair 4

CN-PTHH4. Cac thiet bi trong

buong khach luon hoat dong tot

3.5773

220

.73927

.04984

MD-PTHH4. Cac thiet bi trong

buong khach luon hoat dong tot

4.1000

220

.66139

.04459

Pair 5

CN-PTHH5. Cac do cung cap day

3.3409

220

.63903

.04308

MD-PTHH5. Cac do cung cap day

4.2000

220

.59373

.04003

Pair 6

CN-PTHH6. Khach san cung cap mien phi tra 138and a hoa qua trong buong khach

3.7955

220

.69504

.04686

4.4318

220

.61924

.04175

3.0636

220

.58563

.03948

4.1455

220

.78031

.05261

3.4000

220

.85688

.05777

4.3136

220

.63159

.04258

3.7091

220

.84232

.05679

4.4273

220

.67518

.04552

4.0227

220

.67196

.04530

4.4045

220

.56937

.03839

3.8545

220

.92983

.06269

4.5182

220

.60033

.04047

2.9136

220

.79197

.05339

4.3091

220

.73086

.04927

3.8091

220

.91157

.06146

4.4182

220

.68755

.04635

MD-PTHH6. Khach san cung cap mien phi tra 139and a hoa qua trong buong khach

Pair 7 CN-PTHH7. Cac dich vu bo sung tai buong da dang hop ly

MD-PTHH7. Cac dich vu bo sung tai buong da dang hop ly

Pair 8 CN-TC8. Dich vu cua khach san duoc thuc hien dung ngay tu lan dau

MD-TC8. Dich vu cua khach san duoc thuc hien dung ngay tu lan dau

Pair 9 CN-TC9. Nhan vien thong bao thong bao ro rang va chi tiet ve cac dich vu

MD-TC9. Nhan vien thong bao thong bao ro rang va chi tiet ve cac dich vu

Pair 10 CN-TC10. Cac dich vu duoc cung cap dung thoi diem ma nhan vien hua se thuc hien

MD-TC10. Cac dich vu duoc cung cap dung thoi diem ma nhan vien hua se thuc hien

Pair 11 CN-TC11. Khach san cung cap loai buong va dich vu theo dung hop dong dat buong

MD-TC11. Khach san cung cap loai buong va dich vu theo dung hop dong dat buong

Pair 12 CN-DU12. Kha nang ngoai ngu cua nhan vien tot

MD-DU12. Kha nang ngoai ngu cua nhan vien tot

Pair 13 CN-DU13. Nhan vien giao tiep than thien

MD-DU13. Nhan vien giao tiep than thien

3.5818

220

1.04582

.07051

4.5136

220

.69885

.04712

3.6045

220

.95706

.06452

4.0591

220

.87123

.05874

3.6545

220

.94542

.06374

4.4273

220

.73973

.04987

3.5227

220

.97664

.06584

4.3273

220

.84518

.05698

3.7182

220

.97580

.06579

4.3182

220

.81012

.05462

4.0364

220

.82126

.05537

4.6091

220

.68374

.04610

3.6318

220

.95367

.06430

4.4045

220

.97221

.06555

3.8545

220

.86364

.05823

4.5500

220

.77179

.05203

Pair 14 CN-DU14. Nhan vien luon san sang de phuc vu khach

MD-DU14. Nhan vien luon san sang de phuc vu khach

Pair 15 CN-DU15. Nhan vien co hinh thuc lich su voi phong cach chuyen nghiep

MD-DU15. Nhan vien co hinh thuc lich su voi phong cach chuyen nghiep

Pair 16 CN-DU16. Khach hang duoc phuc vu nhanh chong dung thoi gian

MD-DU16. Khach hang duoc phuc vu nhanh chong dung thoi gian

Pair 17 CN-DU17. Kha nang xu ly tinh huong cua nhan vien tot

MD-DU17. Kha nang xu ly tinh huong cua nhan vien tot

Pair 18 CN-DB18. Khong khi khach san lam khach hang cam thay an toan

MD-DB18. Khong khi khach san lam khach hang cam thay an toan

Pair 19 CN-DB19. Khach san cung cap dich vu lam phong hang ngay de gui sach se va ngan nap

MD-DB19. Khach san cung cap dich vu lam phong hang ngay de gui sach se va ngan nap

Pair 20 CN-DB20. Khu vuc cong cong duoc dam bao sach se va gon gang

MD-DB20. Khu vuc cong cong duoc dam bao sach se va gon gang

Pair 21 CN-DB21. He thong an ninh cua khach san tot

MD-DB21. He thong an ninh cua khach san tot

Pair 22

CN-DB22. Nhan vien du kien thuc

de tra loi nhung thac mac cua khach hang

3.0682

220

1.16646

.07864

MD-DB22. Nhan vien du kien thuc de tra loi nhung thac mac cua

khach hang

3.9000

220

1.21219

.08173

Pair 23

CN-DB23. Khach hang luon luon

duoc khach san phuc vu lich su

3.8318

220

.93334

.06293

MD-DB23. Khach hang luon luon

duoc khach san phuc vu lich su

4.2273

220

.92316

.06224

Pair 24

CN-DC24. Khach san luon quan

tam den khach hang

3.8818

220

.69218

.04667

MD-DC24. Khach san luon quan

tam den khach hang

4.4182

220

.76906

.05185

Pair 25

CN-DC25. Khi xep phong khach san quan tam den nhung so thich

rien cua khach

3.0318

220

.65088

.04388

MD-DC25. Khi xep phong khach san quan tam den nhung so thich

rien cua khach

4.3227

220

.85498

.05764

Pair 26

CN-DC26. Khi khach gap van de khach san the hien su quan tam

chan thanh

3.7909

220

.94212

.06352

MD-DC26. Khi khach gap van de khach san the hien su quan tam

chan thanh

4.2000

220

.87377

.05891

Pair 27

CN-DC27. Thoi gian hoat dong cua cac dich vu phu hop voi nhu

cau cua khach

3.6091

220

.74141

.04999

MD-DC27. Thoi gian hoat dong cua cac dich vu phu hop voi nhu cau cua khach

4.4409

220

.71587

.04826

Paired Samples Test

Paired Differences

Sig. (2-

tailed)

Mean

Std. Deviation

Std. Error Mean

95% Confidence Interval of the Difference

Lower

Upper