Model Summary b
Model
R | R Square | Adjusted R Square | Std. Error of the Estimate | Change Statistics | Durbin - Watson | |||||
R Square Change | F Change | df1 | df2 | Sig. F Change | ||||||
1 | .880a | .775 | .769 | .29931 | .775 | 139,154 | 5 | 202 | .000 | 1,940 |
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a. Predictors: (Constant), CTDAOTAO, HOCTHUAT, DANHTIENG, TIEPCAN, PHIHOCTHUAT
b. Dependent Variable: HAILONG
ANOVA a
Model
Sum of Squares | df | Mean Square | F | Sig. | ||
Regression | 62,329 | 5 | 12,466 | 139,154 | .000 b | |
1 | Residual | 18,096 | 202 | .090 | ||
Total | 80,425 | 207 |
a. Dependent Variable: HAILONG
b. Predictors: (Constant), CTDAOTAO, HOCTHUAT, DANHTIENG, TIEPCAN, PHIHOCTHUAT
Coefficients a
Model
Unstandardized | Coefficients | Standardized Coefficients | t | Sig. | Collinearity | Statistics | ||
B | Std. Error | Beta | Tolerance | VIF | ||||
(Constant) | -.162 | .172 | -.944 | .346 | ||||
HOCTHUAT | .357 | .038 | .390 | 9,304 | .000 | .633 | 1,580 | |
1 | PHOTOGRAPHY DANHTIENG | .310 .064 | .039 .040 | .343 .067 | 7,920 1,593 | .000 .113 | .593 .636 | 1,685 1,571 |
TIEPCAN | .071 | .047 | .063 | 1,492 | .137 | .615 | 1,626 | |
CTDAOTAO | .233 | .046 | .239 | 5,048 | .000 | .496 | 2.016 | |
a. Dependent Variable: HAILONG
RESULTS OF SECOND REGRESSION ANALYSIS
Variables Entered/Removed a
Model
Variables Entered | Variables Removed | Method | |
1 | TRAINING, TUTORING, LISTING, COURSE FEES b | . | Enter |
a. Dependent Variable: HAILONG
b. All requested variables entered.
Model Summary b
Model
R | R Square | Adjusted R Square | Std. Error of the Estimate | Change Statistics | Durbin-Watson | |||||
R Square Change | F Change | df1 | df2 | Sig. F Change | ||||||
1 | .879a | .773 | .768 | .30021 | .773 | 172,346 | 4 | 203 | .000 | 1,935 |
a. Predictors: (Constant), CTDAOTAO, HOCTHUAT, DANHTIENG, PHIHOCTHUAT
b. Dependent Variable: HAILONG
ANOVA a
Model
Sum of Squares | df | Mean Square | F | Sig. | ||
Regression | 62,130 | 4 | 15,533 | 172,346 | .000 b | |
1 | Residual | 18,295 | 203 | .090 | ||
Total | 80,425 | 207 |
a. Dependent Variable: HAILONG
b. Predictors: (Constant), CTDAOTAO, HOCTHUAT, DANHTIENG, PHIHOCTHUAT
Coefficients a
Model
Unstandardized Coefficients | Standardized Coefficients | t | Sig. | Collinearity Statistics | ||||
B | Std. Error | Beta | Tolerance | VIF | ||||
(Constant) | -.047 | .154 | -.308 | .758 | ||||
HOCTHUAT | .368 | .038 | .402 | 9,725 | .000 | .656 | 1.525 | |
1 | PHOTOGRAPHY | .310 | .039 | .343 | 7,885 | .000 | .594 | 1,685 |
DANHTIENG | .081 | .038 | .085 | 2,115 | .036 | .696 | 1,437 | |
CTDAOTAO | .252 | .045 | .258 | 5,646 | .000 | .535 | 1,868 | |
a. Dependent Variable: HAILONG
APPENDIX 13
TEST FOR DIFFERENCES
SEX
Group Statistics
sex | N | Mean | Std. Deviation | Std. Error Mean | |
Male HAILONG Woman | 40 168 | 3.8417 3.7163 | .76232 .58552 | .12053 .04517 | |
Independent Samples Test
Levene's Test for Equality of Variances | t-test for Equality of Means | ||||||||
F | Sig. | t | df | Sig. (2- tailed) | Mean Difference | Std. Error Difference ce | 95% Confidence Interval of the Difference | ||
Lower | Upper | ||||||||
Equal variances TWO assumed CAN Equal variances G not assumed | 1,574 | .211 | 1,144 .974 | 206 50,493 | .254 .335 | .12540 .12540 | .10958 .12872 | -.09065 -.13308 | .34144 .38388 |
SCHOOL YEAR
Descriptions
HAILONG
N | Mean | Std. Deviation | Std. Error | 95% Confidence Interval for Mean | Minimum | Maximum | ||
Lower Bound | Upper Bound | |||||||
Male 1 | 31 | 3.9892 | .55434 | .09956 | 3.7859 | 4.1926 | 2.33 | 5.00 |
Male 2 | 65 | 3.7538 | .71511 | .08870 | 3.5767 | 3.9310 | 1.00 | 5.00 |
Male 3 | 112 | 3.6637 | .56861 | .05373 | 3.5572 | 3.7702 | 2.33 | 5.00 |
Total | 208 | 3.7404 | .62332 | .04322 | 3.6552 | 3.8256 | 1.00 | 5.00 |
Test of Homogeneity of Variances
HAILONG
Levene Statistic
df1 | df2 | Sig. | |
1,145 | 2 | 205 | .320 |
ANOVA
HAILONG
Sum of Squares | df | Mean Square | F | Sig. | |
Between Groups | 2,590 | 2 | 1,295 | 3.411 | .035 |
Within Groups | 77,835 | 205 | .380 | ||
Total | 80,425 | 207 |
Multiple Comparisons
(I) Male | study | (J) School year | Mean Difference (IJ) | Std. Error | Sig. | 95% Confidence Interval | ||
Lower Bound | Upper Bound | |||||||
Male 1 | Male 2 Male 3 | .23540 .32556 * | .13450 .12505 | .082 .010 | -.0298 .0790 | .5006 .5721 | ||
Male 2 | Male 1 Male 3 | -.23540 .09016 | .13450 .09608 | .082 .349 | -.5006 -.0993 | .0298 .2796 | ||
Male 3 | Male 1 Male 2 | -.32556 * -.09016 | .12505 .09608 | .010 .349 | -.5721 -.2796 | -.0790 .0993 | ||
Dependent Variable: HAILONG LSD
*. The mean difference is significant at the 0.05 level.
APPENDIX 14
DESCRIPTIVE STATISTICS RESULTS
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
Aca1 | 208 | 1 | 5 | 3.74 | .822 |
Aca2 | 208 | 1 | 5 | 3.73 | .848 |
Aca4 | 208 | 1 | 5 | 3.88 | .713 |
N-Aca1 | 208 | 1 | 5 | 3.55 | .878 |
N-Aca2 | 208 | 1 | 5 | 3.75 | .819 |
N-Aca3 | 208 | 1 | 5 | 3.69 | .788 |
N-Aca4 | 208 | 1 | 5 | 3.86 | .754 |
Rep3 | 208 | 1 | 5 | 3.81 | .737 |
Rep4 | 208 | 1 | 5 | 3.83 | .733 |
Rep5 | 208 | 1 | 5 | 3.78 | .832 |
Acc1 | 208 | 1 | 5 | 3.96 | .731 |
Acc2 | 208 | 1 | 5 | 4.11 | .728 |
Acc3 | 208 | 1 | 5 | 3.98 | .670 |
Acc4 | 208 | 1 | 5 | 4.15 | .692 |
Acc5 | 208 | 1 | 5 | 4.10 | .742 |
Acc6 | 208 | 1 | 5 | 4.21 | .768 |
Acc7 | 208 | 1 | 5 | 4.11 | .728 |
Pro2 | 208 | 1 | 5 | 3.82 | .719 |
Pro3 | 208 | 1 | 5 | 3.75 | .769 |
Pro4 | 208 | 1 | 5 | 3.76 | .862 |
Pro5 | 208 | 1 | 5 | 3.53 | .773 |
Sat1 | 208 | 1 | 5 | 3.66 | .776 |
Sat2 | 208 | 1 | 5 | 3.73 | .752 |
Sat3 | 208 | 1 | 5 | 3.83 | .831 |
Valid N (listwise) | 208 |
Descriptive Statistics
N | Minimum | Maximum | Mean | Std. Deviation | |
HOCTHUAT | 208 | 1.00 | 5.00 | 3.7853 | .68088 |
PHOTOGRAPHY | 208 | 1.50 | 5.00 | 3.7103 | .68933 |
DANHTIENG | 208 | 1.00 | 5.00 | 3.8077 | .64986 |
TIEPCAN | 208 | 1.00 | 5.00 | 4.0859 | .55868 |
CTDAOTAO | 208 | 1.00 | 5.00 | 3.7151 | .63961 |
HAILONG | 208 | 1.00 | 5.00 | 3.7404 | .62332 |
Valid N (listwise) | 208 |
APPENDIX 15
Summary of factors affecting satisfaction with service quality and customer service
ST T
Factors | Research (NC) of domestic and foreign authors | Author's recommendation | |||||||||||||||
1 | 2/ 6.1 | 3/ 6.2 | 4 | 5/ 6.3 | 6.4 | 6.5 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | |||
1 | Technical quality | X | X | ||||||||||||||
2 | Functional quality | X | X | ||||||||||||||
3 | Image | X | X | ||||||||||||||
4 | Trust | X | X | X | X | ||||||||||||
5 | Response | X | X | X | |||||||||||||
6 | Service capacity | X | X | X | X | ||||||||||||
7 | Empathy | X | X | X | |||||||||||||
8 | Tangible means | X | X | X | X | X | X | X | X | ||||||||
9 | Non-scientific aspect technique | X | X | X | X | X | X | X | X | ||||||||
10 | Academic aspect | X | X | X | X | X | X | X | |||||||||
11 | Reputation | X | X | X | X | X | |||||||||||
12 | Accessibility | X | X | X | X | X | X | X | |||||||||
13
Training program | X | X | X | X | X | X | X | X | X | X | |||||||
14 | Efficiency | X | |||||||||||||||
15 | Ability | X | |||||||||||||||
16 | Effective | X | |||||||||||||||
17 | Organization, management | X | X | ||||||||||||||
18 | Infrastructure | X | |||||||||||||||
19 | Student Support Services | X | |||||||||||||||
20 | Professional qualifications | X | |||||||||||||||
21 | The enthusiasm of the lecturer pill | X | |||||||||||||||
22 | Educational environment | X | |||||||||||||||
23 | Educational activities | X | |||||||||||||||
24 | Educational outcomes | X | |||||||||||||||
Note: Place of study | America | America | Sweden | Korea | Malay | Synthesis by authors Onditi and Wechuli (Kenya, 2017) | Greece | Faculty of Economics and Law | University An Gian g | University Economics, Hanoi | University Agriculture and Forestry | University Binh Duong | College of Information Technology – Vietnam Friendship Weld | University Tra Vinh | Ho Chi Minh City University of Food Industry | ||
(Source: Author's synthesis)