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Kiểm Tra Các Mẫu Cập Giữa Cảm Nhận-Kỳ Vọng (Paired Sample T-Test)

- NHÓM 2: Sự đảm bảo



Cronbach's Alpha

Cronbach's Alpha Based on

Standardized Items


N of Items

.863

.854

8

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Item Statistics



Mean

Std. Deviation

N

4.1 Thong tin tour ro rang

3.06

1.241

200

4.14 Thai do lich su niem no

3.49

1.152

200

4.15 Phuc vu nhiet tinh cham soc khach chu dao

3.21

1.254

200

4.17 Kien thuc day du ve cac diem du lich

3.25

1.222

200

4.18 Co kha nang to chuc tro choi, tao ra khong khi vui ve

3.23

1.217

200

4.19 Co ky nang giao tiep tot (thanh thao bang tieng nuoc ngoai)

3.11

1.202

200

4.32 Phong cach phu vu nhiet tinh, tao niem tin cho du khach

3.11

1.177

200

4.34 Nguoi dieu khien do co nhieu kinh nghiem can than, an toan

3.27

1.058

200


Item-Total Statistics



Scale Mean if Item

Deleted

Scale Variance if Item

Deleted


Corrected Item-Total

Correlation


Squared Multiple

Correlation

Cronbach's Alpha if Item

Deleted

4.1 Thong tin tour ro rang

22.65

34.590

.704

.641

.835

4.14 Thai do lich su niem no

22.22

34.816

.755

.680

.830

4.15 Phuc vu nhiet tinh cham soc khach chu dao

22.50

33.116

.811

.741

.822

4.17 Kien thuc day du ve cac diem du lich

22.46

33.787

.783

.766

.826

4.18 Co kha nang to chuc tro choi, tao ra khong khi vui ve

22.48

34.110

.760

.741

.829

4.19 Co ky nang giao tiep tot (thanh thao bang tieng nuoc ngoai)

22.60

34.393

.749

.726

.830

4.32 Phong cach phu vu nhiet tinh, tao niem

tin cho du khach

22.60

37.760

.502

.394

.858

4.34 Nguoi dieu khien do co nhieu kinh nghiem can than, an toan

22.44

47.192

-.132

.067

.913


- NHÓM 3: Sự đồng cảm



Cronbach's Alpha

Cronbach's Alpha Based on Standardized

Items


N of Items

.920

.919

4

Item Statistics



Mean

Std. Deviation

N

4.3 Lich trinh duoc sap xep thich hop

3.20

1.172

200

4.4 Chuong trinh tour du lich hop ly ve thoi gian

3.21

1.183

200

4.31 Cong tac to chuc tour chu dao

3.15

1.151

200

4.6 Hai hoa voi loi ich cua ban

3.51

1.147

200


Item-Total Statistics



Scale

Scale



Cronbach's

Mean if

Variance

Corrected

Squared

Alpha if

Item

if Item

Item-Total

Multiple

Item

Deleted

Deleted

Correlation

Correlation

Deleted

4.3 Lich trinh duoc sap xep thich hop

9.86

9.759

.862

.808

.879

4.4 Chuong trinh tour du lich hop ly ve thoi gian

9.85

9.575

.884

.829

.871

4.31 Cong tac to chuc tour chu dao

9.91

10.549

.746

.558

.918

4.6 Hai hoa voi loi ich cua ban

9.55

10.430

.770

.604

.911

- NHÓM 4: Tính hữu hình



Cronbach's Alpha

Cronbach's Alpha Based on Standardized

Items


N of Items

.931

.931

10

Item Statistics



Mean

Std. Deviation

N

4.5 Khong khi tai cac diem tham quan de chiu

2.89

.968

200

4.20 Tinh chuyen nghiep

2.75

.912

200

4.21 Hinh thuc, ngoai hinh, trang phuc

2.88

.961

200

4.23 Hinh thuc ben ngoai cua do du lich

2.86

.932

200

4.35 Tieng on cua dong co do du lich co anh huong den du khach

3.14

.941

200

4.25 Khach san day du tien nghi

2.95

.960

200

4.27 Phong khach san moi, dep

2.93

1.000

200

4.36 Gia ca phu hop voi chuong trinh tham quan

3.42

.533

200

4.37 Gia ca thap hon so voi cong ty khac cung chat luong

2.73

.789

200

4.38 Gia ca dich vu, an uong, giai khat

3.06

.791

200



Scale Mean if Item Deleted

Scale Variance if Item Deleted


Corrected Item-Total Correlation


Squared Multiple Correlation

Cronbach's Alpha if Item Deleted

4.5 Khong khi tai cac diem tham quan de chiu

26.70

38.344

.787

.890

.921

4.20 Tinh chuyen nghiep

26.83

40.966

.592

.564

.931

4.21 Hinh thuc, ngoai hinh, trang phuc

26.71

38.852

.745

.701

.923

4.23 Hinh thuc ben ngoai cua do du

26.73

38.381

.819

.915

.919


lich






4.35 Tieng on cua dong co do du lich co anh huong den du khach

26.44

39.625

.692

.609

.926

4.25 Khach san day du tien nghi

26.63

37.430

.881

.865

.915

4.27 Phong khach san moi, dep

26.65

37.244

.857

.854

.917

4.36 Gia ca phu hop voi chuong trinh tham quan

26.17

44.279

.584

.490

.932

4.37 Gia ca thap hon so voi cong ty

khac cung chat luong

26.86

41.029

.698

.678

.925

4.38 Gia ca dich vu, an uong, giai khat

26.53

41.406

.656

.624

.927

- NHÓM 5: Sự tin cậy



Cronbach's Alpha

Cronbach's Alpha Based on

Standardized Items


N of Items

.954

.954

12

Item Statistics



Mean

Std. Deviation

N

4.7 Hap dan

3.69

1.059

200

4.8 An toan

3.33

1.252

200

4.22 Dung gio

3.31

1.157

200

4.24 Do du lich luon thoang, sach

3.21

1.238

200

4.26 Canh quan khach san dep thoang mat

3.69

1.045

200

4.28 Nha an co phong cach thoang dep

3.18

1.227

200

4.29 Ve sinh thuc pham nha an dam bao an toan

3.41

1.170

200

4.30 Thuc don nha an da dang phu hop voi khau vi

3.24

1.225

200

4.39 Nhan vien giai quyet cac nhu cau cua du khach bang thai do quan tam chan tinh co trach nhiem

3.28

1.156

200

4.40 Nhan vien giai quyet nhanh chong cac yeu cau

3.19

1.311

200

4.41 Cac khieu nai deu duoc giai quyet thoa dang

3.17

1.161

200

4.42 Cong ty thuc hien dung thoa thuan da cam ket

3.45

1.185

200


Item-Total Statistics



Sc ale

Mean if Item Deleted


Scale Variance

if Item Deleted


Corrected Item-Total Correlation


Squared Multiple Correlation


Cronbach's Alpha if

Item Deleted

4.7 Hap dan

36.43

119.553

.587

.467

.955

4.8 An toan

36.79

112.619

.756

.721

.951

4.22 Dung gio

36.81

111.642

.870

.862

.947

4.24 Do du lich luon thoang, sach

36.91

109.463

.898

.905

.946

4.26 Canh quan khach san dep thoang mat

36.43

119.201

.612

.475

.955

4.28 Nha an co phong cach thoang dep

36.94

110.101

.880

.892

.947


4.29 Ve sinh thuc pham nha an dam bao an toan

36.71

117.897

.590

.428

.956

4.30 Thuc don nha an da dang phu hop voi khau vi

36.88

111.457

.824

.809

.949

4.39 Nhan vien giai quyet cac nhu cau cua du khach bang thai do quan tam chan tinh

co trach nhiem


36.84


112.266


.844


.837


.948

4.40 Nhan vien giai quyet nhanh chong cac yeu cau

36.93

111.302

.768

.790

.951

4.41 Cac khieu nai deu duoc giai quyet thoa dang

36.95

112.102

.847

.859

.948

4.42 Cong ty thuc hien dung thoa thuan da

cam ket

36.67

111.860

.838

.833

.948


PHỤ LỤC 6: Kiểm tra các mẫu cập giữa cảm nhận-kỳ vọng (Paired Sample t-test)


- NHÓM 1: Sự đáp ứng


Paired Samples Statistics



Mean


N

Std.

Deviation

Std. Error Mean

Pair 1

4.2 Hanh trinh tour co tinh da dang, hap

dan

3.37

200

1.131

0.080

Hanh trinh tour co tinh da dang, hap dan

3.34

200

0.740

0.052

Pair 2

4.16 Giai quyet cac van de co hieu qua

3.34

200

1.166

0.082

Giai quyet cac van de co hieu qua

3.08

200

0.792

0.056

Pair 3

4.29 Ve sinh thuc pham nha an dam bao an toan

3.41

200

1.170

0.083

Ve sinh thuc pham nha an dam bao an

toan

3.32

200

0.608

0.043

Pair 4

4.9 Chuong trinh uong mat ong

3.32

200

1.180

0.083

Chuong trinh uong mat ong

3.83

200

0.724

0.051

Pair 5

4.10 Chuong trinh nghe dan ca tai tu

3.63

200

1.077

0.076

Chuong trinh nghe dan ca tai tu

3.95

200

0.731

0.052

Pair 6

4.11 Tham quan cac lang nghe

3.59

200

1.170

0.083

Tham quan cac lang nghe

3.81

200

0.739

0.052

Pair 7

4.12 Tham quan cac mat hang luu niem

3.70

200

1.048

0.074

Tham quan cac mat hang luu niem

3.19

200

0.943

0.067

Pair 8

4.13 Tham quan bang hinh thuc cheo thuyen tren song rach

3.70

200

1.012

0.072

Tham quan bang hinh thuc cheo thuyen tren song rach

3.84

200

0.873

0.062

Paired Samples Test


Paired Differences


t


df


Sig. (2-tailed)


Mean


Std.

Deviation


Std. Error Mean

95% Confidence Interval of the Difference

Lower

Upper

Pair 1

0.030

1.280

0.090

-0.148

0.208

0.332

199

0.741

Pair 2

0.255

1.385

0.098

0.062

0.448

2.603

199

0.010

Pair 3

0.090

1.353

0.096

-0.099

0.279

0.941

199

0.348

Pair 4

-0.515

1.374

0.097

-0.707

-0.323

- 5.299

199

0.000

Pair 5

-0.320

1.310

0.093

-0.503

-0.137

- 3.454

199

0.001

Pair 6

-0.220

1.467

0.104

-0.425

-0.015

- 2.121

199

0.035

Pair 7

0.505

1.435

0.101

0.305

0.705

4.976

199

0.000

Pair 8


-0.135


1.340


0.095


-0.322


0.052

- 1.425


199


0.156


- NHÓM 2: Sự đảm bảo


Paired Samples Statistics




Mean


N

Std.

Deviation

Std. Error Mean

Pair 1

4.1 Thong tin tour ro rang

3.06

200

1.241

0.088

Thong tin tour ro rang

3.79

200

0.633

0.045

Pair 2

4.14 Thai do lich su niem no

3.49

200

1.152

0.081

Thai do lich su niem no

3.10

200

0.900

0.064

Pair 3

4.15 Phuc vu nhiet tinh cham soc khach chu dao

3.21

200

1.254

0.089

Phuc vu nhiet tinh cham soc khach chu dao

3.09

200

0.791

0.056

Pair 4

4.17 Kien thuc day du ve cac diem du lich

3.25

200

1.222

0.086

Kien thuc day du ve cac diem du lich

3.46

200

0.788

0.056

Pair 5

4.18 Co kha nang to chuc tro choi, tao ra khong khi vui ve

3.23

200

1.217

0.086

Co kha nang to chuc tro choi, tao ra khong khi

vui ve

2.89

200

0.920

0.065

Pair 6

4.19 Co ky nang giao tiep tot (thanh thao bang tieng nuoc ngoai)

3.11

200

1.202

0.085

Co ky nang giao tiep tot (thanh thao bang tieng

nuoc ngoai)

2.73

200

0.878

0.062

Pair 7

4.32 Phong cach phu vu nhiet tinh, tao niem tin cho du khach

3.11

200

1.177

0.083

Phong cach phu vu nhiet tinh, tao niem tin cho du khach

3.55

200

0.700

0.049

Pair 8

4.34 Nguoi dieu khien do co nhieu kinh nghiem

can than, an toan

3.27

200

1.058

0.075

Nguoi dieu khien do co nhieu kinh nghiem can than, an toan

2.93

200

0.672

0.048

Paired Samples Test


Paired Differences


t


df


Sig. (2-tailed)


Mean


Std.

Deviation


Std. Error Mean

95% Confidence Interval of the Difference

Lower

Upper

Pair 1

-0.730

1.310

0.093

-0.913

-0.547

-7.882

199

0.000

Pair 2

0.390

1.399

0.099

0.195

0.585

3.942

199

0.000

Pair 3

0.120

1.485

0.105

-0.087

0.327

1.142

199

0.255

Pair 4

-0.215

1.473

0.104

-0.420

-0.010

-2.064

199

0.040

Pair 5

0.340

1.509

0.107

0.130

0.550

3.187

199

0.002

Pair 6

0.380

1.441

0.102

0.179

0.581

3.730

199

0.000

Pair 7

-0.440

1.359

0.096

-0.629

-0.251

-4.580

199

0.000

Pair 8

0.340

1.262

0.089

0.164

0.516

3.810

199

0.000


- NHÓM 3: Sự đồng cảm


Paired Samples Statistics




Mean


N

Std.

Deviation

Std. Error Mean

Pair 1

4.3 Lich trinh duoc sap xep thich hop

3.20

200

1.172

0.083

Lich trinh duoc sap xep thich hop

4.15

200

0.798

0.056

Pair 2

4.4 Chuong trinh tour du lich hop ly ve thoi gian

3.21

200

1.183

0.084

Chuong trinh tour du lich hop ly ve thoi gian

4.10

200

0.761

0.054

Pair 3

4.31 Cong tac to chuc tour chu dao

3.15

200

1.151

0.081

Cong tac to chuc tour chu dao

3.56

200

0.707

0.050

Pair 4

4.6 Hai hoa voi loi ich cua ban

3.51

200

1.147

0.081

Hai hoa voi loi ich cua ban

3.68

200

0.707

0.050


Paired Samples Test


Paired Differences


t


df


Sig. (2-tailed)


Mean


Std.

Deviation


Std. Error Mean

95% Confidence Interval of the

Difference

Lower

Upper

Pair 1

-0.950

1.473

0.104

-1.155

-0.745

-9.124

199

0.000

Pair 2

-0.890

1.428

0.101

-1.089

-0.691

-8.816

199

0.000

Pair 3

-0.405

1.300

0.092

-0.586

-0.224

-4.407

199

0.000

Pair 4

-0.175

1.419

0.100

-0.373

0.023

-1.744

199

0.083


- NHÓM 4: Tính hữu hình


Paired Samples Statistics



Mean


N

Std.

Deviation

Std. Error Mean

Pair 1

4.5 Khong khi tai cac diem tham quan de

chiu

2.89

200

0.968

0.068

Khong khi tai cac diem tham quan de chiu

2.71

200

0.945

0.067

Pair 2

4.20 Tinh chuyen nghiep

2.75

200

0.912

0.064

Tinh chuyen nghiep

3.47

200

0.548

0.039

Pair 3

4.21 Hinh thuc, ngoai hinh, trang phuc

2.88

200

0.961

0.068

Hinh thuc, ngoai hinh, trang phuc

2.74

200

0.799

0.056

Pair 4

4.23 Hinh thuc ben ngoai cua do du lich

2.86

200

0.932

0.066

Hinh thuc ben ngoai cua do du lich

3.46

200

0.548

0.039

Pair 5

4.35 Tieng on cua dong co do du lich co anh huong den du khach

3.14

200

0.941

0.067

Tieng on cua dong co do du lich co anh huong den du khach

3.02

200

0.856

0.061

Pair 6

4.25 Khach san day du tien nghi

2.95

200

0.960

0.068

Khach san day du tien nghi

3.39

200

0.574

0.041

Pair 7

4.27 Phong khach san moi, dep

2.93

200

1.000

0.071

Phong khach san moi, dep

3.21

200

0.842

0.060

Pair 8

4.36 Gia ca phu hop voi chuong trinh tham quan

3.42

200

0.533

0.038

Gia ca phu hop voi chuong trinh tham quan

3.35

200

0.616

0.044

Pair 9

4.37 Gia ca thap hon so voi cong ty khac cung chat luong

2.73

200

0.789

0.056

Gia ca thap hon so voi cong ty khac cung chat luong

3.16

200

0.821

0.058

Pair 10

4.38 Gia ca dich vu, an uong, giai khat

3.06

200

0.791

0.056

Gia ca dich vu, an uong, giai khat

3.04

200

0.525

0.037


Paired Samples Test


Paired Differences


t


df


Sig. (2-tailed)


Mean


Std.

Deviation


Std. Error Mean

95% Confidence Interval of the

Difference

Lower

Upper

Pair 1

0.180

1.263

0.089

0.004

0.356

2.015

199

0.045

Pair 2

-0.715

1.081

0.076

-0.866

-0.564

-9.350

199

0.000

Pair 3

0.140

1.169

0.083

-0.023

0.303

1.693

199

0.092

Pair 4

-0.605

1.022

0.072

-0.747

-0.463

-8.373

199

0.000

Pair 5


0.120


1.218


0.086


-0.050


0.290


1.394


199


0.165


Pair 6

-0.440

0.866

0.061

-0.561

-0.319

-7.184

199

0.000

Pair 7

-0.280

1.269

0.090

-0.457

-0.103

-3.121

199

0.002

Pair 8

0.065

0.522

0.037

-0.008

0.138

1.762

199

0.080

Pair 9


-0.430


1.158


0.082


-0.592


-0.268


-5.250


199


0.000

Pair 10

0.020

0.935

0.066

-0.110

0.150

0.303

199

0.763


- NHÓM 5: Sự tin cậy


Paired Samples Statistics



Mean


N

Std.

Deviation

Std. Error Mean

Pair 1

4.7 Hap dan

3.69

200

1.059

0.075

Hap dan

3.86

200

0.764

0.054

Pair 2

4.8 An toan

3.33

200

1.252

0.089

An toan

3.79

200

0.720

0.051

Pair 3

4.22 Dung gio

3.31

200

1.157

0.082

Dung gio

3.42

200

0.629

0.044

Pair 4

4.24 Do du lich luon thoang, sach

3.21

200

1.238

0.088

Do du lich luon thoang, sach

2.76

200

0.793

0.056

Pair 5

4.26 Canh quan khach san dep thoang mat

3.69

200

1.045

0.074

Canh quan khach san dep thoang mat

3.39

200

0.755

0.053

Pair 6

4.28 Nha an co phong cach thoang dep

3.18

200

1.227

0.087

Nha an co phong cach thoang dep

3.83

200

0.731

0.052

Pair 7

4.29 Ve sinh thuc pham nha an dam bao an toan

3.41

200

1.170

0.083

Ve sinh thuc pham nha an dam bao an toan

3.32

200

0.608

0.043

Pair 8

4.30 Thuc don nha an da dang phu hop voi khau vi

3.24

200

1.225

0.087

Thuc don nha an da dang phu hop voi khau

vi

3.50

200

0.845

0.060

Pair 9

4.39 Nhan vien giai quyet cac nhu cau cua du khach bang thai do quan tam chan tinh co trach nhiem


3.28


200


1.156


0.082

Nhan vien giai quyet cac nhu cau cua du khach bang thai do quan tam chan tinh co trach nhiem


3.92


200


0.524


0.037

Pair 10

4.40 Nhan vien giai quyet nhanh chong cac

yeu cau

3.19

200

1.311

0.093

Nhan vien giai quyet nhanh chong cac yeu cau

2.98

200

0.969

0.069

Pair 11

4.41 Cac khieu nai deu duoc giai quyet thoa dang

3.17

200

1.161

0.082

Cac khieu nai deu duoc giai quyet thoa dang

3.46

200

0.825

0.058

Pair 12

4.42 Cong ty thuc hien dung thoa thuan da cam ket

3.45

200

1.185

0.084

Cong ty thuc hien dung thoa thuan da cam

ket

2.96

200

0.981

0.069

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Ngày đăng: 26/12/2023
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