Nâng cao chất lượng dịch vụ chăm sóc khách hàng cá nhân tại công ty Bảo hiểm nhân thọ Daiichi Việt Nam - Văn phòng tổng đại lý Huế 1

DTC4

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	2	1.3	1.3	2.0
Valid Trung lap	20	13.3	13.3	15.3
Dong y	87	58.0	58.0	73.3
Rat dong y	40	26.7	26.7	100.0
Total	150	100.0	100.0

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Thống Kê Và Đánh Giá Cảm Nhận Của Khách Hàng Cá Nhân Về
Friday S. And Cotts D.g, 1995, Quality Facility Management: A Marketing And Customer Service Approach.
Nâng cao chất lượng dịch vụ chăm sóc khách hàng cá nhân tại công ty Bảo hiểm nhân thọ Daiichi Việt Nam - Văn phòng tổng đại lý Huế 1 - 18
Nâng cao chất lượng dịch vụ chăm sóc khách hàng cá nhân tại công ty Bảo hiểm nhân thọ Daiichi Việt Nam - Văn phòng tổng đại lý Huế 1 - 20
Nâng cao chất lượng dịch vụ chăm sóc khách hàng cá nhân tại công ty Bảo hiểm nhân thọ Daiichi Việt Nam - Văn phòng tổng đại lý Huế 1 - 21

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SDB1

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	2	1.3	1.3	1.3
Khong dong y	5	3.3	3.3	4.7
Valid Trung lap	21	14.0	14.0	18.7
Dong y	70	46.7	46.7	65.3
Rat dong y	52	34.7	34.7	100.0
Total	150	100.0	100.0

SDB2

Frequenc y	Percent	Valid Percent	Cumulative Percent
	Rat khong dong y	1	.7	.7	.7
	Khong dong y	8	5.3	5.3	6.0
Valid	Trung lap	26	17.3	17.3	23.3
	Dong y	70	46.7	46.7	70.0
	Rat dong y	45	30.0	30.0	100.0
	Total	150	100.0	100.0

SDB3

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	5	3.3	3.3	4.0
Valid Trung lap	34	22.7	22.7	26.7
Dong y	81	54.0	54.0	80.7
Rat dong y	29	19.3	19.3	100.0
Total	150	100.0	100.0

SDB4

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	3	2.0	2.0	2.0
Khong dong y	7	4.7	4.7	6.7
Valid Trung lap	16	10.7	10.7	17.3
Dong y	81	54.0	54.0	71.3
Rat dong y	43	28.7	28.7	100.0
Total	150	100.0	100.0

NLPV1

Frequenc y	Percent	Valid Percent	Cumulative Percent
	Rat khong dong y	1	.7	.7	.7
	Khong dong y	3	2.0	2.0	2.7
Valid	Trung lap	9	6.0	6.0	8.7
	Dong y	63	42.0	42.0	50.7
	Rat dong y	74	49.3	49.3	100.0
	Total	150	100.0	100.0

NLPV2

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	4	2.7	2.7	3.3
Valid Trung lap	19	12.7	12.7	16.0
Dong y	99	66.0	66.0	82.0
Rat dong y	27	18.0	18.0	100.0
Total	150	100.0	100.0

NLPV3

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	4	2.7	2.7	2.7
Khong dong y	10	6.7	6.7	9.3
Valid Trung lap	43	28.7	28.7	38.0
Dong y	80	53.3	53.3	91.3
Rat dong y	13	8.7	8.7	100.0
Total	150	100.0	100.0

NLPV4

Frequenc y	Percent	Valid Percent	Cumulative Percent
	Rat khong dong y	1	.7	.7	.7
	Khong dong y	4	2.7	2.7	3.3
Valid	Trung lap	18	12.0	12.0	15.3
	Dong y	104	69.3	69.3	84.7
	Rat dong y	23	15.3	15.3	100.0
	Total	150	100.0	100.0

DC1

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	4	2.7	2.7	3.3
Valid Trung lap	24	16.0	16.0	19.3
Dong y	77	51.3	51.3	70.7
Rat dong y	44	29.3	29.3	100.0
Total	150	100.0	100.0

DC2

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	4	2.7	2.7	3.3
Valid Trung lap	29	19.3	19.3	22.7
Dong y	87	58.0	58.0	80.7
Rat dong y	29	19.3	19.3	100.0
Total	150	100.0	100.0

DC3

Frequenc y	Percent	Valid Percent	Cumulative Percent
	Rat khong dong y	1	.7	.7	.7
	Khong dong y	2	1.3	1.3	2.0
Valid	Trung lap	29	19.3	19.3	21.3
	Dong y	90	60.0	60.0	81.3
	Rat dong y	28	18.7	18.7	100.0
	Total	150	100.0	100.0

DC4

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	2	1.3	1.3	1.3
Khong dong y	6	4.0	4.0	5.3
Valid Trung lap	32	21.3	21.3	26.7
Dong y	89	59.3	59.3	86.0
Rat dong y	21	14.0	14.0	100.0
Total	150	100.0	100.0

HH1

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	2	1.3	1.3	1.3
Khong dong y	2	1.3	1.3	2.7
Valid Trung lap	23	15.3	15.3	18.0
Dong y	82	54.7	54.7	72.7
Rat dong y	41	27.3	27.3	100.0
Total	150	100.0	100.0

HH2

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	3	2.0	2.0	2.0
Khong dong y	2	1.3	1.3	3.3
Valid Trung lap	29	19.3	19.3	22.7
Dong y	77	51.3	51.3	74.0
Rat dong y	39	26.0	26.0	100.0
Total	150	100.0	100.0

HH3

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	2	1.3	1.3	2.0
Valid Trung lap	24	16.0	16.0	18.0
Dong y	86	57.3	57.3	75.3
Rat dong y	37	24.7	24.7	100.0
Total	150	100.0	100.0

HH4

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	2	1.3	1.3	1.3
Khong dong y	2	1.3	1.3	2.7
Valid Trung lap	26	17.3	17.3	20.0
Dong y	92	61.3	61.3	81.3
Rat dong y	28	18.7	18.7	100.0
Total	150	100.0	100.0

HL1

Frequenc y	Percent	Valid Percent	Cumulative Percent
	Rat khong dong y	1	.7	.7	.7
Valid	Khong dong y	5	3.3	3.3	4.0
	Trung lap	12	8.0	8.0	12.0
	Dong y	109	72.7	72.7	84.7

Rat dong y

Total

150

15.3

100.0

15.3

100.0

HL2

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	5	3.3	3.3	4.0
Valid Trung lap	12	8.0	8.0	12.0
Dong y	109	72.7	72.7	84.7
Rat dong y	23	15.3	15.3	100.0
Total	150	100.0	100.0

HL3

Frequenc y	Percent	Valid Percent	Cumulative Percent
Rat khong dong y	1	.7	.7	.7
Khong dong y	4	2.7	2.7	3.3
Valid Trung lap	10	6.7	6.7	10.0
Dong y	109	72.7	72.7	82.7
Rat dong y	26	17.3	17.3	100.0
Total	150	100.0	100.0

HỤ LỤC 3: KIỂM ĐỊNH CRONBACH ALPHA

BIẾN ĐỘC LẬP

Reliability Statistics

Cronbach's Alpha

N of Items
.706	4

Item-Total Statistics

Scale Mean if Item Deleted	Scale Variance if Item Deleted	Corrected Item-Total Correlation	Cronbach's Alpha if Item Deleted
DTC 1	11.66000	3.085	.410	.693
DTC 2	12.08667	2.979	.536	.616
DTC 3	12.39333	3.086	.391	.707
DTC 4	11.94000	2.755	.656	.542

Reliability Statistics

Cronbach's Alpha

N of Items
.742	4

Item-Total Statistics

Scale Mean if Item Deleted

Scale Variance if

Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if

Item Deleted

SDB 1

11.9067

3.830

.558

.670