Ly do lua chon: Tin tuong ve thuong hieu noi tieng, uy tin
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Khong | 24 | 18.5 | 18.5 | 18.5 | |
Valid | Co | 106 | 81.5 | 81.5 | 100.0 |
Total | 130 | 100.0 | 100.0 |
Có thể bạn quan tâm!
- Nhóm Giải Pháp Cải Thiện Nhân Tố “Mức Độ Đáp Ứng”
- Nâng cao chất lượng dịch vụ chăm sóc khách hàng của Công ty TNHH MTV Nội thất Woodpark Huế - 16
- Mô Tả Hành Vi Sử Dụng Các Sản Phẩm, Dịch Vụ Nội Thất Woodpark Của Khách Hàng
- Nâng cao chất lượng dịch vụ chăm sóc khách hàng của Công ty TNHH MTV Nội thất Woodpark Huế - 19
- Nâng cao chất lượng dịch vụ chăm sóc khách hàng của Công ty TNHH MTV Nội thất Woodpark Huế - 20
Xem toàn bộ 163 trang tài liệu này.
Ly do lua chon: Chat luong dich vu cham soc khach hang tot
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Khong | 17 | 13.1 | 13.1 | 13.1 | |
Valid | Co | 113 | 86.9 | 86.9 | 100.0 |
Total | 130 | 100.0 | 100.0 |
Ly do lua chon: Gia ca phu hop voi kha nang chi tra
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Khong | 17 | 13.1 | 13.1 | 13.1 | |
Valid | Co | 113 | 86.9 | 86.9 | 100.0 |
Total | 130 | 100.0 | 100.0 |
Ly do lua chon: Duoc nguoi than, ban be khuyen dung
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Khong | 54 | 41.5 | 41.5 | 41.5 | |
Valid | Co | 76 | 58.5 | 58.5 | 100.0 |
Total | 130 | 100.0 | 100.0 |
Ly do lua chon: Khac
Frequency | Percent | Valid Percent | Cumulative Percent | ||
Khong | 98 | 75.4 | 75.4 | 75.4 | |
Valid | Co | 32 | 24.6 | 24.6 | 100.0 |
Total | 130 | 100.0 | 100.0 |
3. Kiểm tra độ tin cậy của thang đo
3.1. Mức độ tin cậy
Reliability Statistics
N of Items | |
.798 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
TINCAY1 | 15.20 | 4.471 | .625 | .746 |
TINCAY2 | 15.50 | 4.128 | .662 | .731 |
TINCAY3 | 14.95 | 4.820 | .525 | .776 |
TINCAY4 | 15.72 | 4.419 | .565 | .764 |
TINCAY5 | 15.55 | 4.343 | .532 | .776 |
3.2. Mức độ đáp ứng
Reliability Statistics
N of Items | |
.752 | 4 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
DAPUNG1 | 11.55 | 2.389 | .542 | .702 |
DAPUNG2 | 12.10 | 2.416 | .535 | .706 |
DAPUNG3 | 12.42 | 1.764 | .641 | .643 |
DAPUNG4 | 12.05 | 2.206 | .509 | .717 |
3.3. Mức độ đảm bảo
Reliability Statistics
N of Items | |
.764 | 4 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
DAMBAO1 | 11.25 | 1.892 | .541 | .720 |
DAMBAO2 | 11.65 | 1.825 | .625 | .676 |
DAMBAO3 | 11.42 | 1.764 | .501 | .752 |
DAMBAO4 | 11.77 | 1.931 | .612 | .688 |
3.4. Mức độ đồng cảm
Reliability Statistics
N of Items | |
.751 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
DONGCAM1 | 17.37 | 3.103 | .503 | .712 |
DONGCAM2 | 17.38 | 3.076 | .495 | .715 |
DONGCAM3 | 17.24 | 2.943 | .502 | .713 |
DONGCAM4 | 17.02 | 2.992 | .557 | .692 |
DONGCAM5 | 17.02 | 3.077 | .528 | .703 |
3.5. Phương tiện hữu hình
Reliability Statistics
N of Items | |
.773 | 4 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
HUUHINH1 | 11.96 | 2.968 | .540 | .740 |
HUUHINH2 | 12.18 | 2.348 | .677 | .661 |
HUUHINH3 | 12.24 | 2.462 | .609 | .701 |
HUUHINH4 | 12.29 | 2.813 | .492 | .761 |
3.6. Sự hài lòng
Reliability Statistics
N of Items | |
.817 | 3 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
SUHAILONG1 | 8.09 | 1.542 | .681 | .766 |
SUHAILONG2 | 8.45 | 1.148 | .704 | .714 |
SUHAILONG3 | 8.55 | 1.148 | .668 | .759 |
4. Phân tích nhân tố khám phá (Exploratory Factor Analysis – EFA)
4.1. Kiểm định KMO và Bartlett’s Test biến độc lập
KMO and Bartlett's Test
.765 | |
Approx. Chi-Square | 979.233 |
Bartlett's Test of Sphericity Df | 231 |
Sig. | .000 |
4.2. Phân tích nhân tố khám phá EFA biến độc lập
Total Variance Explained
Initial | Eigenvalues | Extraction Sums of Squared Loadings | Rotation Sums of Squared Loadings | ||||||
Total | % of Variance | Cumulativ e % | Total | % of Variance | Cumulativ e % | Total | % of Variance | Cumulativ e % | |
1 | 5.368 | 24.399 | 24.399 | 5.368 | 24.399 | 24.399 | 2.905 | 13.203 | 13.203 |
2 | 2.319 | 10.541 | 34.940 | 2.319 | 10.541 | 34.940 | 2.647 | 12.034 | 25.237 |
3 | 1.976 | 8.981 | 43.921 | 1.976 | 8.981 | 43.921 | 2.486 | 11.299 | 36.536 |
4 | 1.800 | 8.181 | 52.102 | 1.800 | 8.181 | 52.102 | 2.456 | 11.163 | 47.699 |
5 | 1.431 | 6.504 | 58.606 | 1.431 | 6.504 | 58.606 | 2.400 | 10.907 | 58.606 |
6 | .982 | 4.465 | 63.071 | ||||||
7 | .884 | 4.019 | 67.090 | ||||||
8 | .806 | 3.664 | 70.754 | ||||||
9 | .752 | 3.418 | 74.172 |
.738 | 3.353 | 77.525 | |
11 | .634 | 2.883 | 80.408 |
12 | .568 | 2.582 | 82.990 |
13 | .560 | 2.545 | 85.536 |
14 | .487 | 2.216 | 87.751 |
15 | .472 | 2.146 | 89.898 |
16 | .443 | 2.012 | 91.910 |
17 | .372 | 1.693 | 93.603 |
18 | .359 | 1.631 | 95.234 |
19 | .330 | 1.502 | 96.736 |
20 | .256 | 1.163 | 97.899 |
21 | .254 | 1.154 | 99.052 |
22 | .209 | .948 | 100.000 |
Extraction Method: Principal Component Analysis.
Rotated Component Matrixa
Component | |||||
1 | 2 | 3 | 4 | 5 | |
TINCAY4 | .798 | ||||
TINCAY2 | .734 | ||||
TINCAY1 | .666 | ||||
TINCAY5 | .650 | ||||
TINCAY3 | .632 | ||||
DONGCAM4 | .795 | ||||
DONGCAM5 | .699 | ||||
DONGCAM1 | .691 | ||||
DONGCAM2 | .622 | ||||
DONGCAM3 | .584 | ||||
HUUHINH2 | .819 | ||||
HUUHINH3 | .770 | ||||
HUUHINH4 | .734 | ||||
HUUHINH1 | .672 | ||||
DAMBAO2 | .841 | ||||
DAMBAO4 | .791 | ||||
DAMBAO3 | .675 | ||||
DAMBAO1 | .642 |
.837 | |
DAPUNG4 | .692 |
DAPUNG2 | .669 |
DAPUNG1 | .664 |
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 6 iterations.
4.3. Kiểm định KMO và Bartlett’s Test biến phụ thuộc
KMO and Bartlett's Test
.720 | |
Approx. Chi-Square | 142.454 |
Bartlett's Test of Sphericity Df | 3 |
Sig. | .000 |
4.4. Phân tích nhân tố khám phá EFA biến phụ thuộc
Total Variance Explained
Initial | Eigenvalues | Extraction Sums of Squared Loadings | ||||
Total | % of Variance | Cumulative % | Total | % of Variance | Cumulative % | |
1 | 2.233 | 74.434 | 74.434 | 2.233 | 74.434 | 74.434 |
2 | .415 | 13.828 | 88.262 | |||
3 | .352 | 11.738 | 100.000 |
Extraction Method: Principal Component Analysis.
Rotated Component Matrixa
a. Only one component was extracted. The solution cannot be rotated.
5. Kiểm định độ tin cậy của thang đo sau phân tích nhân tố khám phá EFA
5.1. Mức độ tin cậy
Reliability Statistics
N of Items | |
.798 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
TINCAY1 | 15.20 | 4.471 | .625 | .746 |
TINCAY2 | 15.50 | 4.128 | .662 | .731 |
TINCAY3 | 14.95 | 4.820 | .525 | .776 |
TINCAY4 | 15.72 | 4.419 | .565 | .764 |
TINCAY5 | 15.55 | 4.343 | .532 | .776 |
5.2. Mức độ đáp ứng
Reliability Statistics
N of Items | |
.752 | 4 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
DAPUNG1 | 11.55 | 2.389 | .542 | .702 |
DAPUNG2 | 12.10 | 2.416 | .535 | .706 |
DAPUNG3 | 12.42 | 1.764 | .641 | .643 |
DAPUNG4 | 12.05 | 2.206 | .509 | .717 |
5.3. Mức độ đảm bảo
Reliability Statistics
N of Items | |
.764 | 4 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
DAMBAO1 | 11.25 | 1.892 | .541 | .720 |
DAMBAO2 | 11.65 | 1.825 | .625 | .676 |
DAMBAO3 | 11.42 | 1.764 | .501 | .752 |
DAMBAO4 | 11.77 | 1.931 | .612 | .688 |
5.4. Mức độ đồng cảm
Reliability Statistics
N of Items | |
.751 | 5 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
DONGCAM1 | 17.37 | 3.103 | .503 | .712 |
DONGCAM2 | 17.38 | 3.076 | .495 | .715 |
DONGCAM3 | 17.24 | 2.943 | .502 | .713 |
DONGCAM4 | 17.02 | 2.992 | .557 | .692 |
DONGCAM5 | 17.02 | 3.077 | .528 | .703 |
5.5. Phương tiện hữu hình
Reliability Statistics
N of Items | |
.773 | 4 |
Item-Total Statistics
Scale Mean if Item Deleted | Scale Variance if Item Deleted | Corrected Item-Total Correlation | Cronbach's Alpha if Item Deleted | |
HUUHINH1 | 11.96 | 2.968 | .540 | .740 |
HUUHINH2 | 12.18 | 2.348 | .677 | .661 |
HUUHINH3 | 12.24 | 2.462 | .609 | .701 |
HUUHINH4 | 12.29 | 2.813 | .492 | .761 |
5.6. Sự hài lòng
Reliability Statistics
N of Items | |
.817 | 3 |