Quản trị quan hệ khách hàng của các khách sạn 3-5 sao trên địa bàn Hà Nội

,744	2,757	76,422
12	,651	2,411	78,833
13	,627	2,323	81,156
14	,587	2,175	83,330
15	,508	1,882	85,213
16	,494	1,831	87,044
17	,458	1,696	88,740
18	,430	1,594	90,333
19	,416	1,542	91,876
20	,400	1,481	93,357
21	,335	1,242	94,599
22	,313	1,158	95,757
23	,271	1,004	96,761
24	,255	,945	97,707
25	,236	,873	98,579
26	,204	,754	99,333
27	,180	,667	100,000

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Total Variance Explained


Component	Rotation Sums of Squared Loadings
Component	Total	% of Variance	Cumulative %
1	2,943	10,901	10,901
2	2,926	10,839	21,740
3	2,914	10,794	32,534
4	2,828	10,474	43,007
5	2,464	9,125	52,132
6	2,315	8,576	60,708
7
Extraction Method: Principal Component Analysis.

Component Matrixa

	Component
	1	2	3	4	5	6
VH6	,683
CL2	,674
VH5	,673
CL3	,659
CL1	,646
CS4	,634
VH4	,627
CS1	,595			,410
CS3	,594			,486
CS2	,586			,494
QT1	,573				-,448
CL4	,551					-,434
QT3	,544
VH2	,540
VH1	,531
HT4	,517	,407
HT1	,512	,403
QT2	,510				-,452
QT4	,451
VH3
HT2		,621
HT3	,456	,578
CK2		,476	,653
CK3		,453	,639
CK4			,535
CK1		,476	,500
HT6				,513

Extraction Method: Principal Component Analysis.a

a. 6 components extracted.
Rotated Component Matrixa
	Component
	1	2	3	4	5	6
VH1	,692
VH5	,690
VH3	,648
VH6	,641
VH2	,594
VH4	,487
CL1		,722
CL4		,718
CL3		,711
CL2		,691
HT2			,855
HT3			,846
HT6			,629
HT4			,604
HT1			,541
CS2				,827
CS3				,804
CS1				,781
CS4				,611
QT1					,797
QT2					,781
QT4					,673
QT3					,604
CK2						,839
CK3						,822
CK1						,692
CK4						,617
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.a
a. Rotation converged in 7 iterations.

Component Transformation Matrix

Componen t	1	2	3	4	5	6
1	,503	,512	,371	,434	,399	-,020
2	-,220	,232	,646	-,363	-,199	,556
3	-,007	-,040	-,467	,166	,354	,792
4	-,361	-,436	,350	,735	-,106	,075
5	,629	-,122	-,082	,149	-,710	,237
6	,416	-,691	,312	-,301	,400	,037

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

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Communalities


					Initial	Extraction
				TC1	1,000	,484
				TC2	1,000	,586
				TC3	1,000	,548
Extraction Method: Principal Component Analysis.
Total Variance Explained
Componen t	Initial Eigenvalues			Extraction Sums of Squared Loadings
Componen t	Total	% of Variance	Cumulative %	Total	% of Variance	Cumulative %
1	1,618	53,936	53,936	1,618	53,936	53,936
2	,741	24,710	78,646
3	,641	21,354	100,000
Extraction Method: Principal Component Analysis.

Component Matrixa

	Componen t
	1
TC2	,766
TC3	,740
TC1	,696

Extraction Method: Principal Component Analysis.a

a. 1 components extracted.
Rotated Component Matrixa

a. Only one component was extracted. The solution cannot be rotated.

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Communalities

	Initial	Extractio n
LTT1	1,000	,513
LTT2	1,000	,483
LTT3	1,000	,623

Extraction Method: Principal Component Analysis.

Total Variance Explained

Componen t	Initial Eigenvalues			Extraction Sums of Squared Loadings
Componen t	Total	% of Variance	Cumulative %	Total	% of Variance	Cumulative %
1	1,619	53,980	53,980	1,619	53,980	53,980
2	,769	25,631	79,611
3	,612	20,389	100,000
Extraction Method: Principal Component Analysis.

Component Matrixa

	Component
	1
LTT3	,789
LTT1	,717
LTT2	,695

Extraction Method: Principal Component Analysis.a

a. 1 components extracted.
Rotated Component Matrixa

a. Only one component was extracted. The solution cannot be rotated

3. PHÂN TÍCH TƯƠNG QUAN

Correlations

		F1_VH	F2_CL	F3_HT	F4_CS	F5_QT	F6_CK
F1_VH	Pearson Correlation	1	,540**	,347**	,512**	,438**	-,096
	Sig. (2-tailed)		,000	,000	,000	,000	,056
	N	396	396	396	396	396	396
F2_CL	Pearson Correlation	,540**	1	,454**	,398**	,457**	,024
	Sig. (2-tailed)	,000		,000	,000	,000	,632
	N	396	396	396	396	396	396
F3_HT	Pearson Correlation	,347**	,454**	1	,255**	,214**	,040
	Sig. (2-tailed)	,000	,000		,000	,000	,433
	N	396	396	396	396	396	396
F4_CS	Pearson Correlation	,512**	,398**	,255**	1	,451**	-,050

Sig. (2-tailed)	,000	,000	,000		,000	,319
N	396	396	396	396	396	396
F5_QT	Pearson Correlation	,438**	,457**	,214**	,451**	1	,021
	Sig. (2-tailed)	,000	,000	,000	,000		,677
	N	396	396	396	396	396	396
F6_CK	Pearson Correlation	-,096	,024	,040	-,050	,021	1
	Sig. (2-tailed)	,056	,632	,433	,319	,677
	N	396	396	396	396	396	396
F7_TC	Pearson Correlation	,558**	,560**	,435**	,424**	,435**	,120*
	Sig. (2-tailed)	,000	,000	,000	,000	,000	,017
	N	396	396	396	396	396	396
F8_LT T	Pearson Correlation	,584**	,622**	,590**	,402**	,346**	-,022
	Sig. (2-tailed)	,000	,000	,000	,000	,000	,669
	N	396	396	396	396	396	396

Correlations

		F7_TC	F8_LTT
F1_VH	Pearson Correlation	,558	,584**
	Sig. (2-tailed)	,000	,000
	N	396	396
F2_CL	Pearson Correlation	,560**	,622
	Sig. (2-tailed)	,000	,000
	N	396	396
F3_HT	Pearson Correlation	,435**	,590**

Sig. (2-tailed)	,000	,000
N	396	396
F4_CS	Pearson Correlation	,424**	,402**
	Sig. (2-tailed)	,000	,000
	N	396	396
F5_QT	Pearson Correlation	,435**	,346**
	Sig. (2-tailed)	,000	,000
	N	396	396
F6_CK	Pearson Correlation	,120	-,022
	Sig. (2-tailed)	,017	,669
	N	396	396
F7_TC	Pearson Correlation	1**	,571**
	Sig. (2-tailed)		,000
	N	396	396
F8_LTT	Pearson Correlation	,571**	1**
	Sig. (2-tailed)	,000
	N	396	396

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

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

Variables Entered/Removeda

Mode l

Variables Entered

Variables Removed

Method

F3_HT, F6_CK, F5_QT, F4_CS, F1_VH,

F2_CLb

Enter

4. PHÂN TÍCH HỒI QUY ĐA BIẾN ẢNH HƯỞNG CỦA CÁC YẾU TỐ ĐẾN TRIỂN KHAI CRM THÀNH CÔNG

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