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Đo lường chất lượng dịch vụ trực tuyến tác động đến sự thỏa mãn của khách hàng mua vé máy bay qua trang web của Vietnam Airlines - 15





Sum of

Squares


df

Mean

Square


F


Sig.

TKW

Between Groups

9.082

3

3.027

6.704

.000


Within Groups

90.321

200

.452




Total

99.404

203




DTC

Between

Groups

10.483

3

3.494

7.060

.000


Within Groups

98.990

200

.495




Total

109.473

203




DAT

Between

Groups

7.246

3

2.415

3.867

.010


Within

Groups

124.934

200

.625




Total

132.180

203




DVKH

Between Groups

12.480

3

4.160

6.632

.000


Within Groups

125.457

200

.627




Total

137.937

203




TMCLDV

Between

Groups

9.576

3

3.192

3.697

.013


Within Groups

172.682

200

.863




Total

182.258

203




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Đo lường chất lượng dịch vụ trực tuyến tác động đến sự thỏa mãn của khách hàng mua vé máy bay qua trang web của Vietnam Airlines - 15


2. THEO GIỚI TÍNH

Descriptives





N


Mean


Std.

Deviation


Std. Error

95% Confidence

Interval for Mean


Minimum


Maximum

Lower Bound

Upper Bound

TKW

Nam

96

3.1862

.77693

.07930

3.0288

3.3437

1.00

4.75


Nu

108

3.1767

.62692

.06033

3.0571

3.2963

1.88

4.13


Total

204

3.1812

.69977

.04899

3.0846

3.2778

1.00

4.75

DTC

Nam

96

3.3472

.89906

.09176

3.1650

3.5294

1.00

5.00


Nu

108

3.5472

.53521

.05150

3.4451

3.6493

2.71

4.86


Total

204

3.4531

.73435

.05142

3.3517

3.5545

1.00

5.00

DAT

Nam

96

3.5622

.85637

.08740

3.3887

3.7357

1.00

5.00


Nu

108

3.5128

.76358

.07348

3.3671

3.6584

1.00

4.83


Total

204

3.5360

.80693

.05650

3.4246

3.6474

1.00

5.00

DVKH

Nam

96

3.2760

.88145

.08996

3.0974

3.4546

1.00

5.00


Nu

108

3.2245

.77334

.07442

3.0770

3.3721

1.00

5.00


Total

204

3.2488

.82431

.05771

3.1350

3.3626

1.00

5.00

TMCLDV

Nam

96

3.5974

1.11913

.11422

3.3706

3.8242

1.00

5.00


Nu

108

3.6544

.76800

.07390

3.5079

3.8009

2.00

5.00


Total

204

3.6275

.94753

.06634

3.4967

3.7584

1.00

5.00

Test of Homogeneity of Variances



Levene Statistic


df1


df2


Sig.

TKW

.986

1

202

.322

DTC

18.358

1

202

.876

DAT

.127

1

202

.722

DVKH

.828

1

202

.364

TMCLDV

12.269

1

202

.459


ANOVA




Sum of

Squares


df

Mean

Square


F


Sig.

TKW

Between

Groups

.005

1

.005

.009

.923


Within

Groups

99.399

202

.492




Total

99.404

203




DTC

Between Groups

2.034

1

2.034

3.824

.852


Within Groups

107.440

202

.532




Total

109.473

203




DAT

Between

Groups

.124

1

.124

.190

.664


Within

Groups

132.056

202

.654




Total

132.180

203




DVKH

Between Groups

.135

1

.135

.198

.657


Within Groups

137.802

202

.682




Total

137.937

203




TMCLDV

Between

Groups

.165

1

.165

.183

.669


Within Groups

182.093

202

.901




Total

182.258

203





3. THEO TRÌNH ĐỘ HỌC VẤN

Descriptives





N


Mean


Std.

Deviation


Std. Error

95% Confidence

Interval for Mean


Minimum


Maximum

Lower Bound

Upper Bound

TKW

Trung cap,

cao dang

12

3.4700

.90541

.26137

2.8947

4.0453

2.50

4.75


Dai hoc

132

3.1877

.69740

.06070

3.0676

3.3078

1.00

4.75


Sau dai hoc

60

3.1090

.65552

.08463

2.9397

3.2783

1.63

4.00


Total

204

3.1812

.69977

.04899

3.0846

3.2778

1.00

4.75

DTC

Trung cap, cao dang

12

3.8575

.78225

.22582

3.3605

4.3545

3.00

5.00


Dai hoc

132

3.5061

.71636

.06235

3.3828

3.6295

1.00

4.86


Sau dai hoc

60

3.2555

.72298

.09334

3.0687

3.4423

1.14

4.57


Total

204

3.4531

.73435

.05142

3.3517

3.5545

1.00

5.00

DAT

Trung cap, cao dang

12

3.4600

1.56421

.45155

2.4661

4.4539

1.00

5.00


Dai hoc

132

3.5559

.72195

.06284

3.4316

3.6802

1.00

4.83


Sau dai hoc

60

3.5075

.78995

.10198

3.3034

3.7116

1.33

4.67


Total

204

3.5360

.80693

.05650

3.4246

3.6474

1.00

5.00

DVKH

Trung cap, cao dang

12

3.3958

1.37534

.39703

2.5220

4.2697

1.00

5.00


Dai hoc

132

3.3447

.71418

.06216

3.2217

3.4677

2.00

5.00


Sau dai hoc

60

3.0083

.87692

.11321

2.7818

3.2349

1.00

4.25


Total

204

3.2488

.82431

.05771

3.1350

3.3626

1.00

5.00

TMCLDV

Trung cap, cao dang

12

3.8058

1.24303

.35883

3.0160

4.5956

2.00

5.00


Dai hoc

132

3.6618

.92685

.08067

3.5022

3.8214

1.00

5.00


Sau dai hoc

60

3.5165

.93382

.12056

3.2753

3.7577

1.33

5.00


Total

204

3.6275

.94753

.06634

3.4967

3.7584

1.00

5.00

Test of Homogeneity of Variances



Levene Statistic


df1


df2


Sig.

TKW

1.920

2

201

.149

DTC

.385

2

201

.681

DAT

9.893

2

201

.457

DVKH

8.708

2

201

.872

TMCLDV

3.006

2

201

.452


ANOVA




Sum of

Squares


df

Mean

Square


F


Sig.

TKW

Between

Groups

1.319

2

.660

1.352

.261


Within

Groups

98.084

201

.488




Total

99.404

203




DTC

Between Groups

4.677

2

2.338

4.485

.189


Within Groups

104.797

201

.521




Total

109.473

203




DAT

Between

Groups

.170

2

.085

.130

.878


Within

Groups

132.010

201

.657




Total

132.180

203




DVKH

Between Groups

4.943

2

2.471

3.735

.176


Within Groups

132.994

201

.662




Total

137.937

203




TMCLDV

Between

Groups

1.276

2

.638

.709

.493


Within Groups

180.981

201

.900




Total

182.258

203





4. THEO NGHỀ NGHIỆP

Descriptives





N


Mean


Std.

Deviation


Std. Error

95% Confidence

Interval for Mean


Minimum


Maximum

Lower Bound

Upper Bound

TKW

Hoc sinh,

sinh vien

3

4.7500

.00000

.00000

4.7500

4.7500

4.75

4.75


Nhan vien

117

3.1856

.56726

.05244

3.0818

3.2895

1.88

4.13


Quan ly

63

3.1514

.85949

.10829

2.9350

3.3679

1.00

4.75


Nghe










nghiep

21

3.0214

.64416

.14057

2.7282

3.3146

1.88

3.88


khac










Total

204

3.1812

.69977

.04899

3.0846

3.2778

1.00

4.75

DTC

Hoc sinh, sinh vien

3

5.0000

.00000

.00000

5.0000

5.0000

5.00

5.00


Nhan vien

117

3.4279

.51906

.04799

3.3329

3.5230

2.43

4.86


Quan ly

63

3.4076

.98802

.12448

3.1588

3.6564

1.00

4.86


Nghe










nghiep

21

3.5086

.71583

.15621

3.1827

3.8344

2.57

4.71


khac










Total

204

3.4531

.73435

.05142

3.3517

3.5545

1.00

5.00

DAT

Hoc sinh, sinh vien

3

5.0000

.00000

.00000

5.0000

5.0000

5.00

5.00


Nhan vien

117

3.5418

.65304

.06037

3.4222

3.6614

2.17

4.83


Quan ly

63

3.4519

1.07684

.13567

3.1807

3.7231

1.00

4.83


Nghe










nghiep

21

3.5471

.44348

.09677

3.3453

3.7490

3.00

4.33


khac










Total

204

3.5360

.80693

.05650

3.4246

3.6474

1.00

5.00

DVKH

Hoc sinh, sinh vien

3

5.0000

.00000

.00000

5.0000

5.0000

5.00

5.00


Nhan vien

117

3.2286

.70219

.06492

3.1001

3.3572

2.00

5.00


Quan ly

63

3.1667

1.05015

.13231

2.9022

3.4311

1.00

5.00


Nghe










nghiep

21

3.3571

.34974

.07632

3.1979

3.5163

3.00

4.00


khac










Total

204

3.2488

.82431

.05771

3.1350

3.3626

1.00

5.00

TMCLDV

Hoc sinh, sinh vien

3

4.5000

.00000

.00000

4.5000

4.5000

4.50

4.50


Nhan vien

117

3.6068

.86546

.08001

3.4484

3.7653

1.33

5.00


Quan ly

63

3.6562

1.11561

.14055

3.3752

3.9372

1.00

5.00


Nghe










nghiep

21

3.4610

.77043

.16812

3.1103

3.8116

2.67

5.00


khac










Total

204

3.6275

.94753

.06634

3.4967

3.7584

1.00

5.00


Test of Homogeneity of Variances



Levene Statistic


df1


df2


Sig.

TKW

5.576

3

200

.621

DTC

8.387

3

200

.798

DAT

6.427

3

200

.899

DVKH

11.884

3

200

.915

TMCLDV

3.371

3

200

.563


ANOVA




Sum of Squares


df

Mean Square


F


Sig.

TKW

Between

Groups

7.978

3

2.659

5.817

.001


Within Groups

91.426

200

.457




Total

99.404

203




DTC

Between

Groups

7.448

3

2.483

4.867

.003


Within

Groups

102.026

200

.510




Total

109.473

203




DAT

Between Groups

6.882

3

2.294

3.662

.013


Within Groups

125.298

200

.626




Total

132.180

203




DVKH

Between

Groups

9.919

3

3.306

5.166

.002


Within

Groups

128.018

200

.640




Total

137.937

203




TM

Between Groups

6.336

3

2.112

2.401

.021


Within Groups

175.922

200

.880




Total

182.258

203





5. THEO THU NHẬP

Descriptives





N


Mean

Std.

Deviation

Std.

Error

95% Confidence

Interval for Mean


Minimum


Maximum







Lower

Bound

Upper

Bound



TKW

Duoi 3

trieu

3

4.7500

.00000

.00000

4.7500

4.7500

4.75

4.75


3 - 6 trieu

42

3.2529

.43407

.06698

3.1176

3.3881

2.50

3.88


6 - 9 trieu

72

3.1542

.61274

.07221

3.0102

3.2982

1.88

4.13


Tren 9 trieu

87

3.1148

.81402

.08727

2.9413

3.2883

1.00

4.75


Total

204

3.1812

.69977

.04899

3.0846

3.2778

1.00

4.75

DTC

Duoi 3 trieu

3

4.5000

.00000

.00000

4.5000

4.5000

4.50

4.50


3 - 6 trieu

42

3.6721

.45133

.06964

3.5315

3.8128

2.57

4.71


6 - 9 trieu

72

3.5000

.62621

.07380

3.3528

3.6472

2.57

4.86


Tren 9 trieu

87

3.2552

.83888

.08994

3.0764

3.4340

1.00

4.71


Total

204

3.4531

.73435

.05142

3.3517

3.5545

1.00

5.00

DAT

Duoi 3 trieu

3

4.7500

.00000

.00000

4.7500

4.7500

4.75

4.75


3 - 6 trieu

42

3.6543

.93805

.14474

3.3620

3.9466

1.00

4.83


6 - 9 trieu

72

3.6442

.54700

.06447

3.5156

3.7727

2.33

4.50


Tren 9 trieu

87

3.3390

.86011

.09221

3.1557

3.5223

1.00

4.83


Total

204

3.5360

.80693

.05650

3.4246

3.6474

1.00

5.00

DVKH

Duoi 3 trieu

3

5.0000

.00000

.00000

5.0000

5.0000

5.00

5.00


3 - 6 trieu

42

3.3155

.90402

.13949

3.0338

3.5972

1.00

5.00


6 - 9 trieu

72

3.2917

.65003

.07661

3.1389

3.4444

2.25

5.00


Tren 9 trieu

87

3.1207

.85917

.09211

2.9376

3.3038

1.00

5.00


Total

204

3.2488

.82431

.05771

3.1350

3.3626

1.00

5.00

TM CLDV

Duoi 3 trieu

3

4.7500

.00000

.00000

4.7500

4.7500

4.75

4.75


3 - 6 trieu

42

3.8174

.87202

.13456

3.5456

4.0891

2.00

5.00


6 - 9 trieu

72

3.6488

.87387

.10299

3.4434

3.8541

2.00

5.00


Tren 9 trieu

87

3.4710

1.00887

.10816

3.2560

3.6861

1.00

5.00


Total

204

3.6275

.94753

.06634

3.4967

3.7584

1.00

5.00

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