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Nâng cao chất lượng dịch vụ lữ hành nội địa tại Công Ty Global Travel - 15


Extraction Method: Principal Component Analysis.

a. 1 components extracted.


4. Phân tích tương quan và hồi quy

Phân tích tương quan


Correlations


TINCAY

DAPUNG

PHUCVU

DONGCAM

HUUHINH

HAILONG


Pearson Correlation


1


.187*


-.004


-.056


-.017


.358**

TINCAY

Sig. (2-tailed)


.041

.967

.545

.857

.000


N

120

120

120

120

120

120


Pearson

Correlation

.187*


1


-.069


.043


.072

.258**

DAPUNG

Sig. (2-tailed)

.041


.451

.641

.436

.004


N

120

120

120

120

120

120


Pearson

Correlation


-.004


-.069


1

.210*


.057

.446**

PHUCVU

Sig. (2-tailed)

.967

.451


.021

.537

.000


N

120

120

120

120

120

120


Pearson

Correlation


-.056


.043

.210*


1


.175

.485**

DONGCAM

Sig. (2-tailed)

.545

.641

.021


.056

.000


N

120

120

120

120

120

120


Pearson

Correlation


-.017


.072


.057


.175


1

.301**

HUUHINH

Sig. (2-tailed)

.857

.436

.537

.056


.001


N

120

120

120

120

120

120


Pearson

Correlation

.358**

.258**

.446**

.485**

.301**


1

HAILONG

Sig. (2-tailed)

.000

.004

.000

.000

.001



N

120

120

120

120

120

120

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*. Correlation is significant at the 0.05 level (2-tailed).

**. Correlation is significant at the 0.01 level (2-tailed).


Phân tích hồi quy


Correlations


HAILONG

TINCAY

DAPUNG

PHUCVU

DONGCAM

HUUHINH


HAILONG

1.000

.358

.258

.446

.485

.301


TINCAY

.358

1.000

.187

-.004

-.056

-.017


Pearson Correlation

DAPUNG

PHUCVU

.258

.446

.187

-.004

1.000

-.069

-.069

1.000

.043

.210

.072

.057


DONGCAM

.485

-.056

.043

.210

1.000

.175


HUUHINH

.301

-.017

.072

.057

.175

1.000


HAILONG

.

.000

.002

.000

.000

.000


TINCAY

.000

.

.020

.484

.273

.428


Sig. (1-tailed)

DAPUNG

PHUCVU

.002

.000

.020

.484

.

.226

.226

.

.320

.011

.218

.268


DONGCAM

.000

.273

.320

.011

.

.028


HUUHINH

.000

.428

.218

.268

.028

.


HAILONG

120

120

120

120

120

120


TINCAY

120

120

120

120

120

120


N

DAPUNG

PHUCVU

120

120

120

120

120

120

120

120

120

120

120

120


DONGCAM

120

120

120

120

120

120


HUUHINH

120

120

120

120

120

120


Coefficientsa

Model

Unstandardized Coefficients

Stand ardize d Coeffic

ients

t

Sig.

Correlations

Collinearity Statistics

B

Std. Error

Beta

Zero- order

Partial

Part

Toler ance

VIF


(Constant)

.346

.285


1.213

.228







TINCAY

.209

.037

.349

5.658

.000

.358

.468

.342

.960

1.042

1

DAPUNG

.127

.042

.187

3.020

.003

.258

.272

.182

.951

1.052


PHUCVU

.229

.039

.368

5.932

.000

.446

.486

.358

.948

1.054


DONGCAM

.229

.038

.383

6.095

.000

.485

.496

.368

.923

1.083



HUUHINH

.130

.039

.205

3.336

.001

.301

.298

.201

.964

1.037

a. Dependent Variable: HAILONG


Đánh giá độ phù hợp của mô hình


Model Summaryb

Mod el

R

R

Square

Adjusted R Square

Std. Error of the Estimate

Change Statistics

Durbin- Watson

R Square Change

F

Chang e

df1

df2

Sig. F Change

1

.764a

.584

.566

.36059

.584

32.048

5

114

.000

1.671

a. Predictors: (Constant), HUUHINH, TINCAY, PHUCVU, DAPUNG, DONGCAM

b. Dependent Variable: HAILONG

Kiểm định sự phù hợp của mô hình

ANOVAa

Model

Sum of Squares

df

Mean Square

F

Sig.


Regression

20.835

5

4.167

32.048

.000b

1

Residual

14.823

114

.130




Total

35.658

119




a. Dependent Variable: HAILONG

b. Predictors: (Constant), HUUHINH, TINCAY, PHUCVU, DAPUNG, DONGCAM


Kiểm định phân phối chuẩn của phần dư

5 Đánh giá của khách hàng về chất lượng dịch vụ lữ hành nội địa tại 1


5. Đánh giá của khách hàng về chất lượng dịch vụ lữ hành nội địa tại công ty

Đánh giá của khách hàng về nhóm Sự tin cậy


TINCAY1


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

8

6.7

6.7

6.7


khong dong y

14

11.7

11.7

18.3


Valid

trung lap

dong y

28

29

23.3

24.2

23.3

24.2

41.7

65.8


rat dong y

41

34.2

34.2

100.0


Total

120

100.0

100.0



TINCAY2




Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

9

7.5

7.5

7.5


khong dong y

35

29.2

29.2

36.7


Valid

trung lap

dong y

31

28

25.8

23.3

25.8

23.3

62.5

85.8


rat dong y

17

14.2

14.2

100.0


Total

120

100.0

100.0



TINCAY3


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

4

3.3

3.3

3.3


khong dong y

36

30.0

30.0

33.3


Valid

trung lap

dong y

27

32

22.5

26.7

22.5

26.7

55.8

82.5


rat dong y

21

17.5

17.5

100.0


Total

120

100.0

100.0



TINCAY4


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

6

5.0

5.0

5.0


khong dong y

23

19.2

19.2

24.2


Valid

trung lap

dong y

28

32

23.3

26.7

23.3

26.7

47.5

74.2


rat dong y

31

25.8

25.8

100.0


Total

120

100.0

100.0



One-Sample Statistics


N

Mean

Std. Deviation

Std. Error Mean

TINCAY1

120

3.68

1.245

.114

TINCAY2

120

3.08

1.182

.108

TINCAY3

120

3.25

1.161

.106

TINCAY4

120

3.49

1.209

.110


One-Sample Test


Test

Value

=

4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference

Lower

Upper

TINCAY1

-2.861

119

.005

-.325

-.55

-.10

TINCAY2

-8.571

119

.000

-.925

-1.14

-.71

TINCAY3

-7.074

119

.000

-.750

-.96

-.54

TINCAY4

-4.605

119

.000

-.508

-.73

-.29


Đánh giá của khách hàng về nhóm Khả năng đáp ứng


DAPUNG1


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

4

3.3

3.3

3.3


khong dong y

9

7.5

7.5

10.8


Valid

trung lap

dong y

23

42

19.2

35.0

19.2

35.0

30.0

65.0


rat dong y

42

35.0

35.0

100.0


Total

120

100.0

100.0



DAPUNG2


Frequency

Percent

Valid Percent

Cumulative Percent


khong dong y

9

7.5

7.5

7.5


Valid

trung lap

dong y

24

47

20.0

39.2

20.0

39.2

27.5

66.7


rat dong y

40

33.3

33.3

100.0



Total

120

100.0

100.0



DAPUNG3


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

3

2.5

2.5

2.5


khong dong y

12

10.0

10.0

12.5


Valid

trung lap

dong y

36

34

30.0

28.3

30.0

28.3

42.5

70.8


rat dong y

35

29.2

29.2

100.0


Total

120

100.0

100.0



DAPUNG4


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

6

5.0

5.0

5.0


khong dong y

8

6.7

6.7

11.7


Valid

trung lap

dong y

34

41

28.3

34.2

28.3

34.2

40.0

74.2


rat dong y

31

25.8

25.8

100.0


Total

120

100.0

100.0



One-Sample Statistics


N

Mean

Std. Deviation

Std. Error Mean

DAPUNG1

120

3.91

1.069

.098

DAPUNG2

120

3.98

.917

.084

DAPUNG3

120

3.72

1.070

.098

DAPUNG4

120

3.69

1.083

.099


One-Sample Test


Test Value = 4

t

df

Sig. (2-tailed)

Mean Difference

95% Confidence Interval of the Difference








Lower

Upper

DAPUNG1

-.939

119

.349

-.092

-.28

.10

DAPUNG2

-.199

119

.842

-.017

-.18

.15

DAPUNG3

-2.899

119

.004

-.283

-.48

-.09

DAPUNG4

-3.119

119

.002

-.308

-.50

-.11


Đánh giá của khách hàng về nhóm Sự đồng cảm


DONGCAM1


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

6

5.0

5.0

5.0


khong dong y

8

6.7

6.7

11.7


Valid

trung lap

dong y

18

43

15.0

35.8

15.0

35.8

26.7

62.5


rat dong y

45

37.5

37.5

100.0


Total

120

100.0

100.0



DONGCAM2


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

6

5.0

5.0

5.0


khong dong y

15

12.5

12.5

17.5


Valid

trung lap

dong y

18

29

15.0

24.2

15.0

24.2

32.5

56.7


rat dong y

52

43.3

43.3

100.0


Total

120

100.0

100.0



DONGCAM3


Frequency

Percent

Valid Percent

Cumulative Percent


rat khong dong y

4

3.3

3.3

3.3


khong dong y

17

14.2

14.2

17.5

Valid

trung lap

26

21.7

21.7

39.2


dong y

32

26.7

26.7

65.8


rat dong y

41

34.2

34.2

100.0

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