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
Xem toàn bộ 170 trang tài liệu này.
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 |
23 150 | 15.3 100.0 | 15.3 100.0 | 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
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
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 |