Nâng cao chất lượng dịch vụ sửa chữa đi kèm bảo hành máy in tại Công ty TNHH MTV Công nghệ cao Quốc Đạt

PV1

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	6	4.6	4.6	5.4
	trung lap	39	30.0	30.0	35.4
Valid
	dong y	61	46.9	46.9	82.3
	rat dong y	23	17.7	17.7	100.0
	Total	130	100.0	100.0

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Đáng Giá Của Khách Hàng Về Phương Tiện Hữu Hình Dịch Vụ Sửa Chữa Đi
Parasuraman, A., Zeithaml, V.a. And Berry, L. L., (1985), A Conceptual Model Of Service Quality And Its Implication Future For Research, Journal Of Marketing.
Nâng cao chất lượng dịch vụ sửa chữa đi kèm bảo hành máy in tại Công ty TNHH MTV Công nghệ cao Quốc Đạt - 14
Nâng cao chất lượng dịch vụ sửa chữa đi kèm bảo hành máy in tại Công ty TNHH MTV Công nghệ cao Quốc Đạt - 16

Xem toàn bộ 136 trang tài liệu này.

PV2

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	7	5.4	5.4	6.2
	trung lap	33	25.4	25.4	31.5
Valid
	dong y	60	46.2	46.2	77.7
	rat dong y	29	22.3	22.3	100.0
	Total	130	100.0	100.0

PV3

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	7	5.4	5.4	6.2
	trung lap	33	25.4	25.4	31.5
Valid
	dong y	60	46.2	46.2	77.7
	rat dong y	29	22.3	22.3	100.0
	Total	130	100.0	100.0

PV4

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	4	3.1	3.1	3.8
	trung lap	40	30.8	30.8	34.6
Valid
	dong y	71	54.6	54.6	89.2
	rat dong y	14	10.8	10.8	100.0
	Total	130	100.0	100.0

HH1

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	5	3.8	3.8	4.6
	trung lap	42	32.3	32.3	36.9
Valid
	dong y	65	50.0	50.0	86.9
	rat dong y	17	13.1	13.1	100.0
	Total	130	100.0	100.0

HH2

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	7	5.4	5.4	6.2
	trung lap	37	28.5	28.5	34.6
Valid
	dong y	67	51.5	51.5	86.2
	rat dong y	18	13.8	13.8	100.0
	Total	130	100.0	100.0

HH3

Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	4	3.1	3.1	3.1
	trung lap	43	33.1	33.1	36.2
Valid	dong y	64	49.2	49.2	85.4
	rat dong y	19	14.6	14.6	100.0
	Total	130	100.0	100.0

HH4

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	7	5.4	5.4	6.2
	trung lap	33	25.4	25.4	31.5
Valid
	dong y	71	54.6	54.6	86.2
	rat dong y	18	13.8	13.8	100.0
	Total	130	100.0	100.0

DC1

Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	7	5.4	5.4	5.4
	trung lap	26	20.0	20.0	25.4
Valid	dong y	61	46.9	46.9	72.3
	rat dong y	36	27.7	27.7	100.0
	Total	130	100.0	100.0

DC2

Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	9	6.9	6.9	6.9
	trung lap	27	20.8	20.8	27.7
Valid	dong y	57	43.8	43.8	71.5
	rat dong y	37	28.5	28.5	100.0
	Total	130	100.0	100.0

DC3

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	6	4.6	4.6	5.4
	trung lap	27	20.8	20.8	26.2
Valid
	dong y	70	53.8	53.8	80.0
	rat dong y	26	20.0	20.0	100.0
	Total	130	100.0	100.0

DC4

Frequency	Percent	Valid Percent	Cumulative Percent
	khong dong y	6	4.6	4.6	4.6
	trung lap	25	19.2	19.2	23.8
Valid	dong y	69	53.1	53.1	76.9
	rat dong y	30	23.1	23.1	100.0
	Total	130	100.0	100.0

DB1

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	4	3.1	3.1	3.1
	khong dong y	5	3.8	3.8	6.9
	trung lap	36	27.7	27.7	34.6
Valid
	dong y	53	40.8	40.8	75.4
	rat dong y	32	24.6	24.6	100.0
	Total	130	100.0	100.0

DB2

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	2	1.5	1.5	1.5
	khong dong y	10	7.7	7.7	9.2
	trung lap	35	26.9	26.9	36.2
Valid
	dong y	62	47.7	47.7	83.8
	rat dong y	21	16.2	16.2	100.0
	Total	130	100.0	100.0

DB3

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	4	3.1	3.1	3.1
	khong dong y	3	2.3	2.3	5.4
	trung lap	27	20.8	20.8	26.2
Valid
	dong y	58	44.6	44.6	70.8
	rat dong y	38	29.2	29.2	100.0
	Total	130	100.0	100.0

DB4

Frequency	Percent	Valid Percent	Cumulative Percent
	rat k dong y	4	3.1	3.1	3.1
	k dong y	2	1.5	1.5	4.6
	trung lap	31	23.8	23.8	28.5
Valid
	dong y	67	51.5	51.5	80.0
	rat dong y	26	20.0	20.0	100.0
	Total	130	100.0	100.0

DGC1

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	7	5.4	5.4	6.2
	trung lap	31	23.8	23.8	30.0
Valid
	dong y	60	46.2	46.2	76.2
	rat dong y	31	23.8	23.8	100.0
	Total	130	100.0	100.0

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	4	3.1	3.1	3.8
	trung lap	27	20.8	20.8	24.6
Valid
	dong y	78	60.0	60.0	84.6
	rat dong y	20	15.4	15.4	100.0
	Total	130	100.0	100.0

DGC2

DGC3

Frequency	Percent	Valid Percent	Cumulative Percent
	rat khong dong y	1	.8	.8	.8
	khong dong y	5	3.8	3.8	4.6
	trung lap	33	25.4	25.4	30.0
Valid
	dong y	71	54.6	54.6	84.6
	rat dong y	20	15.4	15.4	100.0
	Total	130	100.0	100.0

KIỂM ĐỊNH CRONBACH ALPHA

1. Biến độc lập

Reliability Statistics

Cronbach's Alpha

N of Items

.849

Item-Total Statistics

Scale Mean if Item Deleted	Scale Variance if Item Deleted	Corrected Item-Total Correlation	Cronbach's Alpha if Item Deleted
TC1	11.3692	4.095	.749	.781
TC2	11.5846	4.849	.636	.830
TC3	11.4308	4.712	.656	.822
TC4	11.4923	4.422	.715	.796

Reliability Statistics

Cronbach's Alpha

N of Items

.831

Item-Total Statistics

Scale Mean if Item Deleted	Scale Variance if Item Deleted	Corrected Item-Total Correlation	Cronbach's Alpha if Item Deleted
PV1	11.3923	4.225	.660	.785
PV2	11.3154	4.047	.679	.777
PV3	11.3154	3.985	.702	.766
PV4	11.4385	4.713	.599	.812

Reliability Statistics

Cronbach's Alpha

N of Items

.875

Item-Total Statistics

Scale Mean if Item Deleted	Scale Variance if Item Deleted	Corrected Item-Total Correlation	Cronbach's Alpha if Item Deleted
HH1	11.2308	3.853	.833	.799
HH2	11.2154	4.201	.653	.871
HH3	11.1846	4.508	.614	.883
HH4	11.1846	3.780	.839	.795

Reliability Statistics

Cronbach's Alpha

N of Items

.845

Item-Total Statistics

Scale Mean if Item Deleted	Scale Variance if Item Deleted	Corrected Item-Total Correlation	Cronbach's Alpha if Item Deleted
DC1	11.7615	4.307	.707	.792
DC2	11.7923	4.042	.748	.773
DC3	11.8538	4.451	.690	.800
DC4	11.7846	4.837	.585	.843

Reliability Statistics

Cronbach's Alpha

N of Items

.872

Item-Total Statistics

Scale Mean if Item Deleted	Scale Variance if Item Deleted	Corrected Item-Total Correlation	Cronbach's Alpha if Item Deleted
DB1	11.4769	5.089	.843	.787
DB2	11.5846	6.353	.562	.898
DB3	11.3308	5.370	.789	.811
DB4	11.4385	5.845	.727	.837

Reliability Statistics

Cronbach's Alpha

N of Items

.762

Item-Total Statistics

Scale Mean if Item Deleted	Scale Variance if Item Deleted	Corrected Item-Total Correlation	Cronbach's Alpha if Item Deleted
DGC1	7.6615	1.636	.652	.614
DGC2	7.6692	2.068	.580	.699
DGC3	7.7308	2.012	.560	.719