120 | 100.0 | 100.0 |
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Bảng Hỏi Điều Tra Phiếu Khảo Sát Khách Hàng -
Phân Tích Nhân Tố Khám Phá (Exploratory Factor Analysis – Efa) -
Nâng cao chất lượng dịch vụ lữ hành nội địa tại Công Ty Global Travel - 15
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DONGCAM4
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 3 | 2.5 | 2.5 | 2.5 | |
khong dong y | 24 | 20.0 | 20.0 | 22.5 | |
Valid | trung lap dong y | 29 38 | 24.2 31.7 | 24.2 31.7 | 46.7 78.3 |
rat dong y | 26 | 21.7 | 21.7 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
One-Sample Statistics
N | Mean | Std. Deviation | Std. Error Mean | |
DONGCAM1 | 120 | 3.94 | 1.117 | .102 |
DONGCAM2 | 120 | 3.88 | 1.238 | .113 |
DONGCAM3 | 120 | 3.74 | 1.170 | .107 |
DONGCAM4 | 120 | 3.50 | 1.115 | .102 |
One-Sample Test
Test | Value | = | 4 | |||
t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | ||
Lower | Upper | |||||
DONGCAM1 | -.572 | 119 | .569 | -.058 | -.26 | .14 |
DONGCAM2 | -1.032 | 119 | .304 | -.117 | -.34 | .11 |
DONGCAM3 | -2.418 | 119 | .017 | -.258 | -.47 | -.05 |
DONGCAM4 | -4.911 | 119 | .000 | -.500 | -.70 | -.30 |
Đánh giá của khách hàng về nhóm Phương tiện hữu hình
HUUHINH1
Frequency | Percent | Valid Percent | Cumulative Percent |
rat khong dong y | 1 | .8 | .8 | .8 | |
khong dong y | 14 | 11.7 | 11.7 | 12.5 | |
Valid | trung lap dong y | 20 24 | 16.7 20.0 | 16.7 20.0 | 29.2 49.2 |
rat dong y | 61 | 50.8 | 50.8 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
HUUHINH2
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 2 | 1.7 | 1.7 | 1.7 | |
khong dong y | 12 | 10.0 | 10.0 | 11.7 | |
Valid | trung lap dong y | 27 31 | 22.5 25.8 | 22.5 25.8 | 34.2 60.0 |
rat dong y | 48 | 40.0 | 40.0 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
HUUHINH3
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 10 | 8.3 | 8.3 | 8.3 | |
khong dong y | 9 | 7.5 | 7.5 | 15.8 | |
Valid | trung lap dong y | 22 41 | 18.3 34.2 | 18.3 34.2 | 34.2 68.3 |
rat dong y | 38 | 31.7 | 31.7 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
HUUHINH4
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 4 | 3.3 | 3.3 | 3.3 | |
khong dong y | 14 | 11.7 | 11.7 | 15.0 | |
Valid | trung lap dong y | 25 42 | 20.8 35.0 | 20.8 35.0 | 35.8 70.8 |
rat dong y | 35 | 29.2 | 29.2 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
One-Sample Statistics
N | Mean | Std. Deviation | Std. Error Mean | |
HUUHINH1 | 120 | 4.08 | 1.104 | .101 |
HUUHINH2 | 120 | 3.93 | 1.086 | .099 |
HUUHINH3 | 120 | 3.73 | 1.221 | .111 |
HUUHINH4 | 120 | 3.75 | 1.102 | .101 |
One-Sample Test
Test | Value | = | 4 | |||
t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | ||
Lower | Upper | |||||
HUUHINH1 | .827 | 119 | .410 | .083 | -.12 | .28 |
HUUHINH2 | -.757 | 119 | .451 | -.075 | -.27 | .12 |
HUUHINH3 | -2.392 | 119 | .018 | -.267 | -.49 | -.05 |
HUUHINH4 | -2.485 | 119 | .014 | -.250 | -.45 | -.05 |
Đánh giá của khách hàng về nhóm Năng lực phục vụ
PHUCVU1
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 6 | 5.0 | 5.0 | 5.0 | |
khong dong y | 7 | 5.8 | 5.8 | 10.8 | |
Valid | trung lap dong y | 31 32 | 25.8 26.7 | 25.8 26.7 | 36.7 63.3 |
rat dong y | 44 | 36.7 | 36.7 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
PHUCVU2
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 4 | 3.3 | 3.3 | 3.3 | |
khong dong y | 10 | 8.3 | 8.3 | 11.7 | |
Valid | trung lap dong y | 30 47 | 25.0 39.2 | 25.0 39.2 | 36.7 75.8 |
rat dong y | 29 | 24.2 | 24.2 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
PHUCVU3
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 5 | 4.2 | 4.2 | 4.2 | |
khong dong y | 16 | 13.3 | 13.3 | 17.5 | |
Valid | trung lap dong y | 26 33 | 21.7 27.5 | 21.7 27.5 | 39.2 66.7 |
rat dong y | 40 | 33.3 | 33.3 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
PHUCVU4
Frequency | Percent | Valid Percent | Cumulative Percent | ||
rat khong dong y | 4 | 3.3 | 3.3 | 3.3 | |
khong dong y | 25 | 20.8 | 20.8 | 24.2 | |
Valid | trung lap dong y | 29 43 | 24.2 35.8 | 24.2 35.8 | 48.3 84.2 |
rat dong y | 19 | 15.8 | 15.8 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
One-Sample Statistics
N | Mean | Std. Deviation | Std. Error Mean | |
PHUCVU1 | 120 | 3.84 | 1.138 | .104 |
PHUCVU2 | 120 | 3.73 | 1.029 | .094 |
PHUCVU3 | 120 | 3.73 | 1.181 | .108 |
PHUCVU4 | 120 | 3.40 | 1.088 | .099 |
One-Sample Test
Test | Value | = | 4 | |||
t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | ||
Lower | Upper | |||||
PHUCVU1 | -1.525 | 119 | .130 | -.158 | -.36 | .05 |
PHUCVU2 | -2.928 | 119 | .004 | -.275 | -.46 | -.09 |
PHUCVU3 | -2.551 | 119 | .012 | -.275 | -.49 | -.06 |
PHUCVU4 | -6.042 | 119 | .000 | -.600 | -.80 | -.40 |
Đánh giá của khách hàng về nhóm Sự hài lòng
HAILONG1
Frequency | Percent | Valid Percent | Cumulative Percent | ||
trung lap | 31 | 25.8 | 25.8 | 25.8 | |
Valid | dong y rat dong y | 79 10 | 65.8 8.3 | 65.8 8.3 | 91.7 100.0 |
Total | 120 | 100.0 | 100.0 |
HAILONG2
Frequency | Percent | Valid Percent | Cumulative Percent | ||
khong dong y | 5 | 4.2 | 4.2 | 4.2 | |
trung lap | 37 | 30.8 | 30.8 | 35.0 | |
Valid | dong y | 59 | 49.2 | 49.2 | 84.2 |
rat dong y | 19 | 15.8 | 15.8 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
HAILONG3
Frequency | Percent | Valid Percent | Cumulative Percent | ||
khong dong y | 6 | 5.0 | 5.0 | 5.0 | |
trung lap | 41 | 34.2 | 34.2 | 39.2 | |
Valid | dong y | 64 | 53.3 | 53.3 | 92.5 |
rat dong y | 9 | 7.5 | 7.5 | 100.0 | |
Total | 120 | 100.0 | 100.0 |
One-Sample Statistics
N | Mean | Std. Deviation | Std. Error Mean | |
HAILONG1 | 120 | 3.83 | .560 | .051 |
HAILONG2 | 120 | 3.77 | .764 | .070 |
HAILONG3 | 120 | 3.63 | .697 | .064 |
One-Sample Test
Test | Value | = | 4 | |||
t | df | Sig. (2-tailed) | Mean Difference | 95% Confidence Interval of the Difference | ||
Lower | Upper | |||||
HAILONG1 | -3.423 | 119 | .001 | -.175 | -.28 | -.07 |
HAILONG2 | -3.345 | 119 | .001 | -.233 | -.37 | -.10 |
HAILONG3 | -5.760 | 119 | .000 | -.367 | -.49 | -.24 |