Đề tài Đánh giá sự hài lòng của khách hàng về chất lượng dịch vụ của khách sạn Ninh Kiều 2 thành phố Cần Thơ

on san sang giup do khach 3.6111 .76273 54 san long dap lai yeu cau cua khach 3.3704 .73449 54 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted dich vu co mau man 6.9815 1.792 .564 .749 luon san sang giup do khach 6.2963 1.797 .613 .692 san long dap lai yeu cau cua khach 6.5370 1.800 .656 .647 Scale Statistics Mean Variance Std. Deviation N of Items 9.9074 3.633 1.90598 3 107 SỰ ĐẢM BẢO RELIABILITY /VARIABLES=ass1 ass2 ass3 ass4 /SCALE('ALL VARIABLES') ALL/MODEL=ALPHA /STATISTICS=DESCRIPTIVE SCALE /SUMMARY=TOTAL . Reliability [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Scale: ALL VARIABLES Case Processing Summary N % Cases Valid 54 100.0 Excluded( a) 0 .0 Total 54 100.0 a Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .786 4 Item Statistics Mean Std. Deviation N than thien lich su nha nhan 4.0370 .80007 54 kien thuc hieu biet ve cac dich vu 3.8519 .71129 54 dam bao chuyen rieng tu kin dao 2.8704 .77815 54 dam bao an toan cho khach 3.7778 .74395 54 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted than thien lich su nha nhan 10.5000 2.934 .743 .649 kien thuc hieu biet ve cac dich vu 10.6852 3.314 .692 .686 dam bao chuyen rieng tu kin dao 11.6667 3.698 .437 .711 dam bao an toan cho khach 10.7593 3.582 .524 .767 Scale Statistics Mean Variance Std. Deviation N of Items 14.5370 5.612 2.36893 4 108 LÒNG THÔNG CẢM RELIABILITY /VARIABLES=emp1 emp2 /SCALE('ALL VARIABLES') ALL/MODEL=ALPHA /STATISTICS=DESCRIPTIVE SCALE /SUMMARY=TOTAL . Reliability [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Scale: ALL VARIABLES Case Processing Summary N % Cases Valid 54 100.0 Excluded( a) 0 .0 Total 54 100.0 a Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items .758 2 Item Statistics Mean Std. Deviation N quan tam den tung ca nhan 2.6296 .75975 54 thau hieu nhung gi khach can 2.7963 .80984 54 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted quan tam den tung ca nhan 2.7963 .656 .611 .742 thau hieu nhung gi khach can 2.6296 .577 .611 .727 Scale Statistics Mean Variance Std. Deviation N of Items 5.4259 1.985 1.40889 2 109 PHỤ LỤC 6 THỐNG KÊ MÔ TẢ SỰ HÀI LÒNG DESCRIPTIVES VARIABLES=tan1 tan2 tan3 tan4 tan5 tan6 rel1 rel2 rel3 res1 res2 res3 ass1 ass2 ass3 ass4 emp1 emp2 tan rel res ass emp sat /STATISTICS=MEAN STDDEV MIN MAX . Descriptives [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Descriptive Statistics N Minimum Maximum Mean Std. Deviation co so vat chat va trang thiet bi 54 2.00 5.00 3.8519 .78686 dien mao nhan vien 54 2.00 5.00 3.2778 .68451 dia diem toa lac 54 2.00 5.00 3.4259 .68960 moi truong canh quang 54 2.00 4.00 2.9630 .75143 chat luong mon an 54 2.00 5.00 3.5185 .69338 chat luong phong 54 2.00 5.00 3.5926 .68731 su tin tuong vao khach san 54 2.00 5.00 2.9815 .76456 nhan vien cung cap thong tin day du chinh xac 54 2.00 5.00 2.9815 .71350 su thanh that khi giai quyet kho khan cho khach 54 2.00 5.00 3.0926 .62249 dich vu co mau man 54 1.00 5.00 2.9259 .79745 luon san sang giup do khach 54 2.00 5.00 3.6111 .76273 san long dap lai yeu cau cua khach 54 2.00 5.00 3.3704 .73449 than thien lich su nha nhan 54 3.00 5.00 4.0370 .80007 kien thuc hieu biet ve cac dich vu 54 3.00 5.00 3.8519 .71129 dam bao chuyen rieng tu kin dao 54 1.00 5.00 2.8704 .77815 dam bao an toan cho khach 54 3.00 5.00 3.7778 .74395 quan tam den tung ca nhan 54 1.00 4.00 2.6296 .75975 thau hieu nhung gi khach can 54 1.00 4.00 2.7963 .80984 yeu to huu hinh 54 2.00 5.00 3.3519 .75629 su dang tin cay 54 2.00 5.00 2.8889 .76889 su nhiet tinh 54 1.00 5.00 3.0741 .90807 su dam bao 54 2.00 5.00 3.5185 .79481 long thong cam 54 1.00 4.00 2.5556 .81650 su hai long 54 2.00 5.00 3.2407 .88882 Valid N (listwise) 54 110 PHỤ LỤC 7 MA TRẬN HỆ SỐ TƯƠNG QUAN SỰ HÀI LÒNG CORRELATIONS /VARIABLES=sat tan rel res ass emp /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE . Correlations [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Correlations su hai long yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam su hai long Pearson Correlation 1 .601(**) .620(**) .632(**) .621(**) .722(**) Sig. (2-tailed) .000 .000 .000 .000 .000 N 54 54 54 54 54 54 yeu to huu hinh Pearson Correlation .601(**) 1 .490(**) .373(**) .381(**) .441(**) Sig. (2-tailed) .000 .000 .005 .004 .001 N 54 54 54 54 54 54 su dang tin cay Pearson Correlation .620(**) .490(**) 1 .471(**) .467(**) .431(**) Sig. (2-tailed) .000 .000 .000 .000 .001 N 54 54 54 54 54 54 su nhiet tinh Pearson Correlation .632(**) .373(**) .471(**) 1 .469(**) .503(**) Sig. (2-tailed) .000 .005 .000 .000 .000 N 54 54 54 54 54 54 su dam bao Pearson Correlation .621(**) .381(**) .467(**) .469(**) 1 .507(**) Sig. (2-tailed) .000 .004 .000 .000 .000 N 54 54 54 54 54 54 long thong cam Pearson Correlation .722(**) .441(**) .431(**) .503(**) .507(**) 1 Sig. (2-tailed) .000 .001 .001 .000 .000 N 54 54 54 54 54 54 ** Correlation is significant at the 0.01 level (2-tailed). 111 YẾU TỐ HỮU HÌNH CORRELATIONS /VARIABLES=tan tan1 tan2 tan3 tan4 tan5 tan6 /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE . Correlations [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Correlations yeu to huu hinh co so vat chat va trang thiet bi dien mao nhan vien dia diem toa lac moi truong canh quang chat luong mon an chat luong phong yeu to huu hinh Pearson Correlation 1 .597(**) .573(**) .648(**) .621(**) .545(**) .644(**) Sig. (2-tailed) .000 .000 .000 .000 .000 .000 N 54 54 54 54 54 54 54 co so vat chat va trang thiet bi Pearson Correlation .597(**) 1 .568(**) .571(**) .469(**) .489(**) .584(**) Sig. (2-tailed) .000 .000 .000 .000 .000 .000 N 54 54 54 54 54 54 54 dien mao nhan vien Pearson Correlation .573(**) .568(**) 1 .424(**) .461(**) .287(*) .486(**) Sig. (2-tailed) .000 .000 .001 .000 .035 .000 N 54 54 54 54 54 54 54 dia diem toa lac Pearson Correlation .648(**) .571(**) .424(**) 1 .504(**) .476(**) .373(**) Sig. (2-tailed) .000 .000 .001 .000 .000 .005 N 54 54 54 54 54 54 54 moi truong canh quang Pearson Correlation .621(**) .469(**) .461(**) .504(**) 1 .400(**) .664(**) Sig. (2-tailed) .000 .000 .000 .000 .003 .000 N 54 54 54 54 54 54 54 chat luong mon an Pearson Correlation .545(**) .489(**) .487(*) .476(**) .400(**) 1 .610(**) Sig. (2-tailed) .000 .000 .035 .000 .003 .000 N 54 54 54 54 54 54 54 chat luong phong Pearson Correlation .644(**) .584(**) .486(**) .473(**) .664(**) .610(**) 1 Sig. (2-tailed) .000 .000 .000 .005 .000 .000 N 54 54 54 54 54 54 54 ** Correlation is significant at the 0.01 level (2-tailed). * Correlation is significant at the 0.05 level (2-tailed). 112 SỰ ĐÁNG TIN CẬY CORRELATIONS /VARIABLES=rel rel1 rel2 rel3 /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE . Correlations [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Correlations su dang tin cay su tin tuong vao khach san nhan vien cung cap thong tin day du chinh xac su thanh that khi giai quyet kho khan cho khach su dang tin cay Pearson Correlation 1 .703(**) .787(**) .574(**) Sig. (2-tailed) .000 .000 .000 N 54 54 54 54 su tin tuong vao khach san Pearson Correlation .703(**) 1 .587(**) .479(**) Sig. (2-tailed) .000 .000 .000 N 54 54 54 54 nhan vien cung cap thong tin day du chinh xac Pearson Correlation .787(**) .587(**) 1 .429(**) Sig. (2-tailed) .000 .000 .001 N 54 54 54 54 su thanh that khi giai quyet kho khan cho khach Pearson Correlation .574(**) .479(**) .429(**) 1 Sig. (2-tailed) .000 .000 .001 N 54 54 54 54 ** Correlation is significant at the 0.01 level (2-tailed). 113 SỰ NHIỆT TÌNH CORRELATIONS /VARIABLES=res res1 res2 res3 /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE . Correlations [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Correlations su nhiet tinh dich vu co mau man luon san sang giup do khach san long dap lai yeu cau cua khach su nhiet tinh Pearson Correlation 1 .763(**) .723(**) .665(**) Sig. (2-tailed) .000 .000 .000 N 54 54 54 54 dich vu co mau man Pearson Correlation .763(**) 1 .479(**) .531(**) Sig. (2-tailed) .000 .000 .000 N 54 54 54 54 luon san sang giup do khach Pearson Correlation .723(**) .479(**) 1 .599(**) Sig. (2-tailed) .000 .000 .000 N 54 54 54 54 san long dap lai yeu cau cua khach Pearson Correlation .665(**) .531(**) .599(**) 1 Sig. (2-tailed) .000 .000 .000 N 54 54 54 54 ** Correlation is significant at the 0.01 level (2-tailed). 114 LÒNG THÔNG CẢM CORRELATIONS /VARIABLES=emp emp1 emp2 /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE . Correlations [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Correlations long thong cam quan tam den tung ca nhan thau hieu nhung gi khach can long thong cam Pearson Correlation 1 .855(**) .802(**) Sig. (2-tailed) .000 .000 N 54 54 54 quan tam den tung ca nhan Pearson Correlation .855(**) 1 .611(**) Sig. (2-tailed) .000 .000 N 54 54 54 thau hieu nhung gi khach can Pearson Correlation .802(**) .611(**) 1 Sig. (2-tailed) .000 .000 N 54 54 54 ** Correlation is significant at the 0.01 level (2-tailed). 115 PHỤ LỤC 8 KẾT QUẢ HỒI QUY - SỰ HÀI LÒNG SAT REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT sat /METHOD=STEPWISE tan rel res ass emp /RESIDUALS DURBIN /SAVE ZPRED ZRESID . Regression [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Variables Entered/Removed(a) Model Variables Entered Variables Removed Method 1 long thong cam . Stepwise (Criteria: Probability -of-F-to- enter <= .050, Probability -of-F-to- remove >= .100). 116 2 su dang tin cay . Stepwise (Criteria: Probability -of-F-to- enter <= .050, Probability -of-F-to- remove >= .100). 3 su nhiet tinh . Stepwise (Criteria: Probability -of-F-to- enter <= .050, Probability -of-F-to- remove >= .100). 4 yeu to huu hinh . Stepwise (Criteria: Probability -of-F-to- enter <= .050, Probability -of-F-to- remove >= .100). a Dependent Variable: su hai long Model Summary(e) 117 Model R R Square Adjusted R Square Std. Error of the Estimate Durbin-Watson 1 .722(a) .522 .512 .62068 2 .799(b) .638 .624 .54481 3 .826(c) .683 .664 .51534 4 .847(d) .717 .694 .49150 1.922 a Predictors: (Constant), long thong cam b Predictors: (Constant), long thong cam, su dang tin cay c Predictors: (Constant), long thong cam, su dang tin cay, su nhiet tinh d Predictors: (Constant), long thong cam, su dang tin cay, su nhiet tinh, yeu to huu hinh e Dependent Variable: su hai long ANOVA(e) Model Sum of Squares df Mean Square F Sig. 1 Regression 21.838 1 21.838 56.686 .000(a) Residual 20.032 52 .385 Total 41.870 53 2 Regression 26.732 2 13.366 45.031 .000(b) Residual 15.138 51 .297 Total 41.870 53 3 Regression 28.592 3 9.531 35.887 .000(c) Residual 13.279 50 .266 Total 41.870 53 4 Regression 30.034 4 7.508 31.082 .000(d) Residual 11.837 49 .242 Total 41.870 53 a Predictors: (Constant), long thong cam b Predictors: (Constant), long thong cam, su dang tin cay c Predictors: (Constant), long thong cam, su dang tin cay, su nhiet tinh d Predictors: (Constant), long thong cam, su dang tin cay, su nhiet tinh, yeu to huu hinh e Dependent Variable: su hai long 118 Coefficientsa 1.232 .280 4.400 .000 .786 .104 .722 7.529 .000 1.000 1.000 .420 .317 1.328 .190 .609 .102 .559 5.991 .000 .814 1.228 .438 .108 .379 4.061 .000 .814 1.228 .178 .313 .569 .572 .505 .104 .464 4.868 .000 .699 1.432 .345 .108 .298 3.194 .002 .728 1.374 .253 .095 .258 2.646 .011 .667 1.499 -.233 .343 -.680 .499 .444 .102 .408 4.351 .000 .657 1.523 .256 .109 .222 2.351 .023 .648 1.544 .234 .091 .239 2.558 .014 .662 1.510 .263 .107 .223 2.443 .018 .690 1.450 (Constant) long thong cam (Constant) long thong cam su dang tin cay (Constant) long thong cam su dang tin cay su nhiet tinh (Constant) long thong cam su dang tin cay su nhiet tinh yeu to huu hinh Model 1 2 3 4 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig. Tolerance VIF Collinearity Statistics Dependent Variable: su hai longa. 119 Excluded Variablese .351a 3.653 .001 .455 .805 1.242 .805 .379a 4.061 .000 .494 .814 1.228 .814 .360a 3.592 .001 .449 .747 1.339 .747 .343a 3.379 .001 .428 .743 1.346 .743 .243b 2.532 .015 .337 .695 1.440 .695 .258b 2.646 .011 .350 .667 1.499 .667 .241b 2.453 .018 .328 .667 1.499 .667 .223c 2.443 .018 .330 .690 1.450 .648 .197c 2.038 .047 .280 .640 1.564 .636 .179d 1.931 .059 .268 .635 1.574 .607 yeu to huu hinh su dang tin cay su nhiet tinh su dam bao yeu to huu hinh su nhiet tinh su dam bao yeu to huu hinh su dam bao su dam bao Model 1 2 3 4 Beta In t Sig. Partial Correlation Tolerance VIF Minimum Tolerance Collinearity Statistics Predictors in the Model: (Constant), long thong cama. Predictors in the Model: (Constant), long thong cam, su dang tin cayb. Predictors in the Model: (Constant), long thong cam, su dang tin cay, su nhiet tinhc. Predictors in the Model: (Constant), long thong cam, su dang tin cay, su nhiet tinh, yeu to huu hinhd. Dependent Variable: su hai longe. 120 Collinearity Diagnosticsa 1.953 1.000 .02 .02 .047 6.473 .98 .98 2.917 1.000 .01 .01 .01 .050 7.631 .22 .99 .14 .033 9.402 .78 .00 .85 3.877 1.000 .00 .00 .00 .00 .050 8.792 .22 .79 .14 .01 .040 9.886 .14 .21 .03 .97 .033 10.859 .63 .00 .82 .02 4.848 1.000 .00 .00 .00 .00 .00 .053 9.528 .14 .60 .06 .09 .07 .042 10.707 .01 .36 .01 .79 .06 .033 12.080 .30 .00 .85 .08 .02 .023 14.553 .55 .04 .07 .04 .86 Dimension 1 2 1 2 3 1 2 3 4 1 2 3 4 5 Model 1 2 3 4 Eigenvalue Condition Index (Constant) long thong cam su dang tin cay su nhiet tinh yeu to huu hinh Variance Proportions Dependent Variable: su hai longa. Residuals Statisticsa 2.1601 5.0499 3.2407 .75278 54 -.67920 1.32080 .00000 .47259 54 -1.436 2.403 .000 1.000 54 -1.382 2.687 .000 .962 54 Predicted Value Residual Std. Predicted Value Std. Residual Minimum Maximum Mean Std. Deviation N Dependent Variable: su hai longa. 121 PHỤ LỤC 9 KẾT QUẢ HỒI QUY EMP REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT emp /METHOD=STEPWISE emp1 emp2 /RESIDUALS DURBIN /SAVE ZPRED ZRESID . Regression [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Variables Entered/Removed a quan tam den tung ca nhan . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). thau hieu nhung gi khach can . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). Model 1 2 Variables Entered Variables Removed Method Dependent Variable: long thong cama. 122 Model Summaryc .855a .731 .726 .42748 .925b .856 .850 .31597 1.893 Model 1 2 R R Square Adjusted R Square Std. Error of the Estimate Durbin- Watson Predictors: (Constant), quan tam den tung ca nhana. Predictors: (Constant), quan tam den tung ca nhan, thau hieu nhung gi khach can b. Dependent Variable: long thong camc. ANOVAc 25.831 1 25.831 141.354 .000a 9.502 52 .183 35.333 53 30.242 2 15.121 151.453 .000b 5.092 51 .100 35.333 53 Regression Residual Total Regression Residual Total Model 1 2 Sum of Squares df Mean Square F Sig. Predictors: (Constant), quan tam den tung ca nhana. Predictors: (Constant), quan tam den tung ca nhan, thau hieu nhung gi khach canb. Dependent Variable: long thong camc. 123 Coefficientsa .139 .211 .659 .513 .919 .077 .855 11.889 .000 1.000 1.000 -.348 .173 -2.018 .049 .626 .072 .582 8.671 .000 .627 1.596 .450 .068 .446 6.647 .000 .627 1.596 (Constant) quan tam den tung ca nhan (Constant) quan tam den tung ca nhan thau hieu nhung gi khach can Model 1 2 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig. Tolerance VIF Collinearity Statistics Dependent Variable: long thong cama. Excluded Variablesb .446 a 6.647 .000 .681 .627 1.596 .627 thau hieu nhung gi khach can Model 1 Beta In t Sig. Partial Correlation Tolerance VIF Minimum Tolerance Collinearity Statistics Predictors in the Model: (Constant), quan tam den tung ca nhana. Dependent Variable: long thong camb. 124 Collinearity Diagnosticsa 1.961 1.000 .02 .02 .039 7.128 .98 .98 2.929 1.000 .01 .01 .01 .042 8.376 .99 .18 .19 .030 9.961 .00 .81 .80 Dimension 1 2 1 2 3 Model 1 2 Eigenvalue Condition Index (Constant) quan tam den tung ca nhan thau hieu nhung gi khach can Variance Proportions Dependent Variable: long thong cama. Residuals Statisticsa 1.1774 3.9548 2.5556 .75538 54 -.70321 .74679 .00000 .30995 54 -1.824 1.852 .000 1.000 54 -2.226 2.363 .000 .981 54 Predicted Value Residual Std. Predicted Value Std. Residual Minimum Maximum Mean Std. Deviation N Dependent Variable: long thong cama. 125 PHỤ LỤC 10 KẾT QUẢ HỒI QUY REL REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT rel /METHOD=STEPWISE rel1 rel2 rel3 /RESIDUALS DURBIN /SAVE ZPRED ZRESID . Regression [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav 126 Variables Entered/Removed a nhan vien cung cap thong tin day du chinh xac . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). su tin tuong vao khach san . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). su thanh that khi giai quyet kho khan cho khach . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). Model 1 2 3 Variables Entered Variables Removed Method Dependent Variable: su dang tin caya. 127 Model Summaryd .787a .620 .612 .47871 .841b .708 .696 .42373 .860c .739 .724 .40408 1.882 Model 1 2 3 R R Square Adjusted R Square Std. Error of the Estimate Durbin- Watson Predictors: (Constant), nhan vien cung cap thong tin day du chinh xaca. Predictors: (Constant), nhan vien cung cap thong tin day du chinh xac, su tin tuong vao khach san b. Predictors: (Constant), nhan vien cung cap thong tin day du chinh xac, su tin tuong vao khach san, su thanh that khi giai quyet kho khan cho khach c. Dependent Variable: su dang tin cayd. 128 ANOVAd 19.417 1 19.417 84.732 .000a 11.916 52 .229 31.333 53 22.176 2 11.088 61.757 .000b 9.157 51 .180 31.333 53 23.169 3 7.723 47.300 .000c 8.164 50 .163 31.333 53 Regression Residual Total Regression Residual Total Regression Residual Total Model 1 2 3 Sum of Squares df Mean Square F Sig. Predictors: (Constant), nhan vien cung cap thong tin day du chinh xaca. Predictors: (Constant), nhan vien cung cap thong tin day du chinh xac, su tin tuong vao khach san b. Predictors: (Constant), nhan vien cung cap thong tin day du chinh xac, su tin tuong vao khach san, su thanh that khi giai quyet kho khan cho khach c. Dependent Variable: su dang tin cayd. 129 Coefficientsa .360 .282 1.274 .208 .848 .092 .787 9.205 .000 1.000 1.000 -.048 .271 -.177 .860 .616 .101 .572 6.114 .000 .655 1.527 .369 .094 .367 3.920 .000 .655 1.527 -.474 .311 -1.526 .133 .566 .098 .525 5.761 .000 .627 1.595 .296 .094 .295 3.139 .003 .592 1.690 .256 .104 .207 2.466 .017 .737 1.357 (Constant) nhan vien cung cap thong tin day du chinh xac (Constant) nhan vien cung cap thong tin day du chinh xac su tin tuong vao khach san (Constant) nhan vien cung cap thong tin day du chinh xac su tin tuong vao khach san su thanh that khi giai quyet kho khan cho khach Model 1 2 3 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig. Tolerance VIF Collinearity Statistics Dependent Variable: su dang tin caya. 130 Excluded Variablesc .367 a 3.920 .000 .481 .655 1.527 .655 .289 a 3.344 .002 .424 .816 1.225 .816 .207 b 2.466 .017 .329 .737 1.357 .592 su tin tuong vao khach san su thanh that khi giai quyet kho khan cho khach su thanh that khi giai quyet kho khan cho khach Model 1 2 Beta In t Sig. Partial Correlation Tolerance VIF Minimum Tolerance Collinearity Statistics Predictors in the Model: (Constant), nhan vien cung cap thong tin day du chinh xaca. Predictors in the Model: (Constant), nhan vien cung cap thong tin day du chinh xac, su tin tuong vao khach sanb. Dependent Variable: su dang tin cayc. 131 Collinearity Diagnosticsa 1.973 1.000 .01 .01 .027 8.553 .99 .99 2.946 1.000 .01 .00 .00 .031 9.704 .89 .04 .44 .023 11.333 .10 .95 .56 3.923 1.000 .00 .00 .00 .00 .034 10.695 .31 .15 .37 .13 .024 12.799 .02 .78 .48 .12 .018 14.567 .66 .07 .15 .75 Dimension 1 2 1 2 3 1 2 3 4 Model 1 2 3 Eigenvalue Condition Index (Constant) nhan vien cung cap thong tin day du chinh xac su tin tuong vao khach san su thanh that khi giai quyet kho khan cho khach Variance Proportions Dependent Variable: su dang tin caya. Residuals Statisticsa 1.7627 5.1180 2.8889 .66118 54 -.88114 .86274 .00000 .39247 54 -1.703 3.371 .000 1.000 54 -2.181 2.135 .000 .971 54 Predicted Value Residual Std. Predicted Value Std. Residual Minimum Maximum Mean Std. Deviation N Dependent Variable: su dang tin caya. 132 PHỤ LỤC 11 KẾT QUẢ HỒI QUY TAN REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT tan /METHOD=STEPWISE tan1 tan2 tan3 tan4 tan5 tan6 /RESIDUALS DURBIN /SAVE ZPRED ZRESID . Regression [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav 133 Variables Entered/Removeda dia diem toa lac . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). chat luong phong . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). dien mao nhan vien . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). Model 1 2 3 Variables Entered Variables Removed Method Dependent Variable: yeu to huu hinha. 134 Model Summaryd .648a .420 .409 .58163 .780b .608 .592 .48289 .799c .638 .616 .46848 1.785 Model 1 2 3 R R Square Adjusted R Square Std. Error of the Estimate Durbin- Watson Predictors: (Constant), dia diem toa laca. Predictors: (Constant), dia diem toa lac, chat luong phongb. Predictors: (Constant), dia diem toa lac, chat luong phong, dien mao nhan vien c. Dependent Variable: yeu to huu hinhd. ANOVAd 12.723 1 12.723 37.610 .000a 17.591 52 .338 30.315 53 18.422 2 9.211 39.502 .000b 11.892 51 .233 30.315 53 19.341 3 6.447 29.376 .000c 10.974 50 .219 30.315 53 Regression Residual Total Regression Residual Total Regression Residual Total Model 1 2 3 Sum of Squares df Mean Square F Sig. Predictors: (Constant), dia diem toa laca. Predictors: (Constant), dia diem toa lac, chat luong phongb. Predictors: (Constant), dia diem toa lac, chat luong phong, dien mao nhan vienc. Dependent Variable: yeu to huu hinhd. 135 Coefficientsa .918 .405 2.267 .028 .711 .116 .648 6.133 .000 1.000 1.000 -.275 .414 -.664 .510 .519 .104 .474 5.009 .000 .861 1.162 .514 .104 .467 4.944 .000 .861 1.162 -.495 .416 -1.192 .239 .455 .105 .415 4.313 .000 .784 1.276 .427 .110 .388 3.895 .000 .730 1.370 .231 .113 .209 2.046 .046 .696 1.438 (Constant) dia diem toa lac (Constant) dia diem toa lac chat luong phong (Constant) dia diem toa lac chat luong phong dien mao nhan vien Model 1 2 3 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig. Tolerance VIF Collinearity Statistics Dependent Variable: yeu to huu hinha. 136 Excluded Variablesd .336 a 2.780 .008 .363 .675 1.483 .675 .364a 3.424 .001 .432 .820 1.219 .820 .395a 3.572 .001 .447 .746 1.341 .746 .306a 2.694 .010 .353 .773 1.294 .773 .467a 4.944 .000 .569 .861 1.162 .861 .104 b .847 .401 .119 .514 1.944 .514 .209b 2.046 .046 .278 .696 1.438 .696 .149b 1.182 .243 .165 .482 2.074 .482 .062b .522 .604 .074 .556 1.799 .556 .032 c .253 .801 .036 .465 2.150 .465 .122c .988 .328 .140 .476 2.101 .476 .093c .807 .424 .114 .547 1.829 .522 co so vat chat va trang thiet bi dien mao nhan vien moi truong canh quang chat luong mon an chat luong phong co so vat chat va trang thiet bi dien mao nhan vien moi truong canh quang chat luong mon an co so vat chat va trang thiet bi moi truong canh quang chat luong mon an Model 1 2 3 Beta In t Sig. Partial Correlation Tolerance VIF Minimum Tolerance Collinearity Statistics Predictors in the Model: (Constant), dia diem toa laca. Predictors in the Model: (Constant), dia diem toa lac, chat luong phongb. Predictors in the Model: (Constant), dia diem toa lac, chat luong phong, dien mao nhan vienc. Dependent Variable: yeu to huu hinhd. 137 Collinearity Diagnosticsa 1.981 1.000 .01 .01 .019 10.128 .99 .99 2.960 1.000 .00 .00 .00 .023 11.331 .02 .84 .51 .017 13.303 .98 .16 .49 3.939 1.000 .00 .00 .00 .00 .024 12.799 .01 .75 .17 .27 .021 13.748 .25 .09 .28 .68 .017 15.442 .74 .16 .55 .05 Dimension 1 2 1 2 3 1 2 3 4 Model 1 2 3 Eigenvalue Condition Index (Constant) dia diem toa lac chat luong phong dien mao nhan vien Variance Proportions Dependent Variable: yeu to huu hinha. Residuals Statisticsa 2.1558 4.6108 3.3519 .60409 54 -.95336 1.35500 .00000 .45502 54 -1.980 2.084 .000 1.000 54 -2.035 2.892 .000 .971 54 Predicted Value Residual Std. Predicted Value Std. Residual Minimum Maximum Mean Std. Deviation N Dependent Variable: yeu to huu hinha. 138 PHỤ LỤC 12 KẾT QUẢ HỒI QUY RES REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT res /METHOD=STEPWISE res1 res2 res3 /RESIDUALS DURBIN /SAVE ZPRED ZRESID . Regression [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav 139 Variables Entered/Removed a dich vu co mau man . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). luon san sang giup do khach . Stepwise (Criteria: Probabilit y-of- F-to-enter <= .050, Probabilit y-of- F-to-remo ve >= . 100). Model 1 2 Variables Entered Variables Removed Method Dependent Variable: su nhiet tinha. 140 Model Summaryc .763a .583 .575 .59223 .865b .749 .739 .46401 2.504 Model 1 2 R R Square Adjusted R Square Std. Error of the Estimate Durbin- Watson Predictors: (Constant), dich vu co mau mana. Predictors: (Constant), dich vu co mau man, luon san sang giup do khach b. Dependent Variable: su nhiet tinhc. ANOVAc 25.465 1 25.465 72.604 .000a 18.238 52 .351 43.704 53 32.723 2 16.362 75.992 .000b 10.981 51 .215 43.704 53 Regression Residual Total Regression Residual Total Model 1 2 Sum of Squares df Mean Square F Sig. Predictors: (Constant), dich vu co mau mana. Predictors: (Constant), dich vu co mau man, luon san sang giup do khachb. Dependent Variable: su nhiet tinhc. 141 Coefficientsa .531 .309 1.717 .092 .869 .102 .763 8.521 .000 1.000 1.000 -.724 .325 -2.231 .030 .616 .091 .541 6.764 .000 .770 1.298 .553 .095 .464 5.806 .000 .770 1.298 (Constant) dich vu co mau man (Constant) dich vu co mau man luon san sang giup do khach Model 1 2 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig. Tolerance VIF Collinearity Statistics Dependent Variable: su nhiet tinha. Excluded Variablesc .464 a 5.806 .000 .631 .770 1.298 .770 .362 a 3.855 .000 .475 .718 1.393 .718 .178 b 1.951 .057 .266 .564 1.772 .564 luon san sang giup do khach san long dap lai yeu cau cua khach san long dap lai yeu cau cua khach Model 1 2 Beta In t Sig. Partial Correlation Tolerance VIF Minimum Tolerance Collinearity Statistics Predictors in the Model: (Constant), dich vu co mau mana. Predictors in the Model: (Constant), dich vu co mau man, luon san sang giup do khachb. Dependent Variable: su nhiet tinhc. 142 Collinearity Diagnosticsa 1.965 1.000 .02 .02 .035 7.540 .98 .98 2.943 1.000 .00 .01 .00 .036 9.017 .30 .93 .06 .021 11.948 .70 .06 .93 Dimension 1 2 1 2 3 Model 1 2 Eigenvalue Condition Index (Constant) dich vu co mau man luon san sang giup do khach Variance Proportions Dependent Variable: su nhiet tinha. Residuals Statisticsa 1.5500 5.1193 3.0741 .78576 54 -.95060 1.28129 .00000 .45517 54 -1.940 2.603 .000 1.000 54 -2.049 2.761 .000 .981 54 Predicted Value Residual Std. Predicted Value Std. Residual Minimum Maximum Mean Std. Deviation N Dependent Variable: su nhiet tinha. 143 PHỤ LỤC 13 PHÂN TÍCH KHÁC BIỆT T-TEST THEO LOẠI KHÁCH T-TEST GROUPS = kind(1 2) /MISSING = ANALYSIS /VARIABLES = sat /CRITERIA = CI(.95) . T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Group Statistics 22 3.4545 .96250 .20521 32 3.0938 .81752 .14452 loai khach khach noi dia khach quoc te su hai long N Mean Std. Deviation Std. Error Mean Independent Samples Test 1.219 .275 1.482 52 .144 .36080 .24343 -.12769 .84928 1.437 40.284 .158 .36080 .25099 -.14636 .86795 Equal variances assumed Equal variances not assumed su hai long F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means 144 T-TEST GROUPS = kind(1 2) /MISSING = ANALYSIS /VARIABLES = tan /CRITERIA = CI(.95) . T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Group Statistics 22 3.3636 .72673 .15494 32 3.3438 .78738 .13919 loai khach khach noi dia khach quoc te yeu to huu hinh N Mean Std. Deviation Std. Error Mean Independent Samples Test .390 .535 .094 52 .925 .01989 .21145 -.40441 .44418 .095 47.580 .924 .01989 .20828 -.39898 .43875 Equal variances assumed Equal variances not assumed yeu to huu hinh F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means T-TEST 145 GROUPS = kind(1 2) /MISSING = ANALYSIS /VARIABLES = rel /CRITERIA = CI(.95) . T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Group Statistics 22 3.1818 .79501 .16950 32 2.6875 .69270 .12245 loai khach khach noi dia khach quoc te su dang tin cay N Mean Std. Deviation Std. Error Mean Independent Samples Test .008 .928 2.426 52 .019 .49432 .20377 .08543 .90320 2.364 41.064 .023 .49432 .20910 .07205 .91659 Equal variances assumed Equal variances not assumed su dang tin cay F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means T-TEST GROUPS = kind(1 2) /MISSING = ANALYSIS /VARIABLES = res /CRITERIA = CI(.95) . 146 T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Group Statistics 22 3.2273 1.02036 .21754 32 2.9688 .82244 .14539 loai khach khach noi dia khach quoc te su nhiet tinh N Mean Std. Deviation Std. Error Mean Independent Samples Test 1.785 .187 1.028 52 .308 .25852 .25136 -.24587 .76291 .988 38.717 .329 .25852 .26165 -.27084 .78789 Equal variances assumed Equal variances not assumed su nhiet tinh F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means T-TEST GROUPS = kind(1 2) /MISSING = ANALYSIS /VARIABLES = ass /CRITERIA = CI(.95) . T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav 147 Group Statistics 22 3.8182 .79501 .16950 32 3.3125 .73780 .13043 loai khach khach noi dia khach quoc te su dam bao N Mean Std. Deviation Std. Error Mean Independent Samples Test .006 .936 2.398 52 .020 .50568 .21088 .08252 .92884 2.364 43.015 .023 .50568 .21387 .07438 .93699 Equal variances assumed Equal variances not assumed su dam bao F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means T-TEST GROUPS = kind(1 2) /MISSING = ANALYSIS /VARIABLES = emp /CRITERIA = CI(.95) . T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav 148 Group Statistics 22 2.7273 .93513 .19937 32 2.4375 .71561 .12650 loai khach khach noi dia khach quoc te long thong cam N Mean Std. Deviation Std. Error Mean Independent Samples Test 1.970 .166 1.289 52 .203 .28977 .22473 -.16119 .74073 1.227 37.226 .227 .28977 .23612 -.18855 .76809 Equal variances assumed Equal variances not assumed long thong cam F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means 149 PHỤ LỤC 14 PHÂN TÍCH KHÁC BIỆT T-TEST THEO GIỚI TÍNH T-TEST GROUPS = gender(1 2) /MISSING = ANALYSIS /VARIABLES = sat /CRITERIA = CI(.95) . T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Group Statistics 33 3.0909 1.04174 .18134 21 3.4762 .51177 .11168 gioi tinh nam nu su hai long N Mean Std. Deviation Std. Error Mean Independent Samples Test 13.091 .001 -1.574 52 .121 -.38528 .24472 -.87635 .10579 -1.809 49.486 .077 -.38528 .21297 -.81316 .04260 Equal variances assumed Equal variances not assumed su hai long F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means 150 T-TEST GROUPS = gender(1 2) /MISSING = ANALYSIS /VARIABLES = tan rel res ass emp /CRITERIA = CI(.95) . T-Test [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Group Statistics 33 3.3939 .74747 .13012 21 3.2857 .78376 .17103 33 2.8485 .79535 .13845 21 2.9524 .74001 .16148 33 3.0000 .96825 .16855 21 3.1905 .81358 .17754 33 3.4242 .75126 .13078 21 3.6667 .85635 .18687 33 2.6061 .86384 .15037 21 2.4762 .74960 .16358 gioi tinh nam nu nam nu nam nu nam nu nam nu yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam N Mean Std. Deviation Std. Error Mean 151 Independent Samples Test .022 .884 .509 52 .613 .10823 .21261 -.31840 .53485 .504 41.221 .617 .10823 .21490 -.32571 .54216 .285 .595 -.481 52 .633 -.10390 .21621 -.53775 .32995 -.488 45.010 .628 -.10390 .21271 -.53232 .32452 .329 .569 -.748 52 .458 -.19048 .25454 -.70125 .32030 -.778 47.953 .440 -.19048 .24480 -.68270 .30175 .065 .800 -1.095 52 .279 -.24242 .22145 -.68680 .20196 -1.063 38.601 .294 -.24242 .22809 -.70393 .21908 .660 .420 .566 52 .574 .12987 .22940 -.33045 .59019 .584 47.075 .562 .12987 .22219 -.31711 .57685 Equal variances assumed Equal variances not assumed Equal variances assumed Equal variances not assumed Equal variances assumed Equal variances not assumed Equal variances assumed Equal variances not assumed Equal variances assumed Equal variances not assumed yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam F Sig. Levene's Test for Equality of Variances t df Sig. (2-tailed) Mean Difference Std. Error Difference Lower Upper 95% Confidence Interval of the Difference t-test for Equality of Means 152 PHỤ LỤC 15 PHÂN TÍCH ANOVA THEO TRÌNH ĐỘ ONEWAY sat BY level /STATISTICS DESCRIPTIVES HOMOGENEITY /MISSING ANALYSIS . Oneway [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Descriptives su hai long 8 3.7500 .70711 .25000 3.1588 4.3412 3.00 5.00 21 3.4762 .81358 .17754 3.1059 3.8465 2.00 5.00 25 2.8800 .88129 .17626 2.5162 3.2438 2.00 5.00 54 3.2407 .88882 .12095 2.9981 3.4833 2.00 5.00 duoi dai hoc dai hoc sau dai hoc Total N Mean Std. Deviation Std. Error Lower Bound Upper Bound 95% Confidence Interval for Mean Minimum Maximum Test of Homogeneity of Variances su hai long .318 2 51 .729 Levene Statistic df1 df2 Sig. 153 ANOVA su hai long 6.492 2 3.246 4.680 .014 35.378 51 .694 41.870 53 Between Groups Within Groups Total Sum of Squares df Mean Square F Sig. ONEWAY sat BY level /STATISTICS DESCRIPTIVES HOMOGENEITY /MISSING ANALYSIS /POSTHOC = BONFERRONI ALPHA(.05). Oneway [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Descriptives su hai long 8 3.7500 .70711 .25000 3.1588 4.3412 3.00 5.00 21 3.4762 .81358 .17754 3.1059 3.8465 2.00 5.00 25 2.8800 .88129 .17626 2.5162 3.2438 2.00 5.00 54 3.2407 .88882 .12095 2.9981 3.4833 2.00 5.00 duoi dai hoc dai hoc sau dai hoc Total N Mean Std. Deviation Std. Error Lower Bound Upper Bound 95% Confidence Interval for Mean Minimum Maximum 154 Test of Homogeneity of Variances su hai long .318 2 51 .729 Levene Statistic df1 df2 Sig. ANOVA su hai long 6.492 2 3.246 4.680 .014 35.378 51 .694 41.870 53 Between Groups Within Groups Total Sum of Squares df Mean Square F Sig. Post Hoc Tests Multiple Comparisons Dependent Variable: su hai long Bonferroni .27381 .34604 1.000 -.5828 1.1304 .87000* .33832 .039 .0325 1.7075 -.27381 .34604 1.000 -1.1304 .5828 .59619 .24654 .058 -.0141 1.2065 -.87000* .33832 .039 -1.7075 -.0325 -.59619 .24654 .058 -1.2065 .0141 (J) trinh do dai hoc sau dai hoc duoi dai hoc sau dai hoc duoi dai hoc dai hoc (I) trinh do duoi dai hoc dai hoc sau dai hoc Mean Difference (I-J) Std. Error Sig. Lower Bound Upper Bound 95% Confidence Interval The mean difference is significant at the .05 level.*. 155 ONEWAY tan rel res ass emp BY level /STATISTICS DESCRIPTIVES HOMOGENEITY /MISSING ANALYSIS . Oneway [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav 156 Descriptives 8 3.5000 1.19523 .42258 2.5008 4.4992 2.00 5.00 21 3.6190 .66904 .14600 3.3145 3.9236 3.00 5.00 25 3.0800 .57155 .11431 2.8441 3.3159 2.00 4.00 54 3.3519 .75629 .10292 3.1454 3.5583 2.00 5.00 8 3.0000 .75593 .26726 2.3680 3.6320 2.00 4.00 21 3.0476 .74001 .16148 2.7108 3.3845 2.00 4.00 25 2.7200 .79162 .15832 2.3932 3.0468 2.00 5.00 54 2.8889 .76889 .10463 2.6790 3.0988 2.00 5.00 8 3.0000 .92582 .32733 2.2260 3.7740 2.00 4.00 21 3.2381 .88909 .19401 2.8334 3.6428 2.00 5.00 25 2.9600 .93452 .18690 2.5742 3.3458 1.00 5.00 54 3.0741 .90807 .12357 2.8262 3.3219 1.00 5.00 8 3.8750 .64087 .22658 3.3392 4.4108 3.00 5.00 21 3.3810 .86465 .18868 2.9874 3.7745 2.00 5.00 25 3.5200 .77028 .15406 3.2020 3.8380 2.00 5.00 54 3.5185 .79481 .10816 3.3016 3.7355 2.00 5.00 8 2.6250 .91613 .32390 1.8591 3.3909 2.00 4.00 21 2.6667 .73030 .15936 2.3342 2.9991 1.00 4.00 25 2.4400 .86987 .17397 2.0809 2.7991 1.00 4.00 54 2.5556 .81650 .11111 2.3327 2.7784 1.00 4.00 duoi dai hoc dai hoc sau dai hoc Total duoi dai hoc dai hoc sau dai hoc Total duoi dai hoc dai hoc sau dai hoc Total duoi dai hoc dai hoc sau dai hoc Total duoi dai hoc dai hoc sau dai hoc Total yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam N Mean Std. Deviation Std. Error Lower Bound Upper Bound 95% Confidence Interval for Mean Minimum Maximum 157 Test of Homogeneity of Variances 7.803 2 51 .001 .326 2 51 .724 .032 2 51 .969 1.368 2 51 .264 .789 2 51 .460 yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam Levene Statistic df1 df2 Sig. ANOVA 3.522 2 1.761 3.353 .043 26.792 51 .525 30.315 53 1.341 2 .670 1.140 .328 29.992 51 .588 31.333 53 .934 2 .467 .557 .576 42.770 51 .839 43.704 53 1.414 2 .707 1.124 .333 32.067 51 .629 33.481 53 .632 2 .316 .464 .631 34.702 51 .680 35.333 53 Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam Sum of Squares df Mean Square F Sig. 158 PHỤ LỤC 16 PHÂN TÍCH ANOVA THEO ĐỘ TUỔI ONEWAY sat BY age /STATISTICS DESCRIPTIVES HOMOGENEITY /MISSING ANALYSIS /POSTHOC = BONFERRONI ALPHA(.05). Oneway [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Descriptives su hai long 11 3.8182 .60302 .18182 3.4131 4.2233 3.00 5.00 21 3.6190 .66904 .14600 3.3145 3.9236 3.00 5.00 11 2.7273 .90453 .27273 2.1196 3.3349 2.00 4.00 11 2.4545 .68755 .20730 1.9926 2.9164 2.00 4.00 54 3.2407 .88882 .12095 2.9981 3.4833 2.00 5.00 duoi 20 tu 20 den 35 tu 36 den 50 tren 50 Total N Mean Std. Deviation Std. Error Lower Bound Upper Bound 95% Confidence Interval for Mean Minimum Maximum Test of Homogeneity of Variances su hai long 2.094 3 50 .113 Levene Statistic df1 df2 Sig. 159 ANOVA su hai long 16.373 3 5.458 10.702 .000 25.498 50 .510 41.870 53 Between Groups Within Groups Total Sum of Squares df Mean Square F Sig. Post Hoc Tests Multiple Comparisons Dependent Variable: su hai long Bonferroni .19913 .26579 1.000 -.5311 .9293 1.09091* .30450 .005 .2544 1.9275 1.36364* .30450 .000 .5271 2.2002 -.19913 .26579 1.000 -.9293 .5311 .89177* .26579 .009 .1616 1.6220 1.16450* .26579 .000 .4343 1.8947 -1.09091* .30450 .005 -1.9275 -.2544 -.89177* .26579 .009 -1.6220 -.1616 .27273 .30450 1.000 -.5638 1.1093 -1.36364* .30450 .000 -2.2002 -.5271 -1.16450* .26579 .000 -1.8947 -.4343 -.27273 .30450 1.000 -1.1093 .5638 (J) do tuoi tu 20 den 35 tu 36 den 50 tren 50 duoi 20 tu 36 den 50 tren 50 duoi 20 tu 20 den 35 tren 50 duoi 20 tu 20 den 35 tu 36 den 50 (I) do tuoi duoi 20 tu 20 den 35 tu 36 den 50 tren 50 Mean Difference (I-J) Std. Error Sig. Lower Bound Upper Bound 95% Confidence Interval The mean difference is significant at the .05 level.*. 160 ONEWAY tan rel res ass emp BY age /STATISTICS DESCRIPTIVES HOMOGENEITY /MISSING ANALYSIS . Oneway [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Descriptives 11 3.6364 1.12006 .33771 2.8839 4.3888 2.00 5.00 21 3.4762 .67964 .14831 3.1668 3.7856 2.00 5.00 11 3.2727 .46710 .14084 2.9589 3.5865 3.00 4.00 11 2.9091 .53936 .16262 2.5467 3.2714 2.00 4.00 54 3.3519 .75629 .10292 3.1454 3.5583 2.00 5.00 11 3.0909 .70065 .21125 2.6202 3.5616 2.00 4.00 21 3.1905 .81358 .17754 2.8201 3.5608 2.00 5.00 11 2.6364 .67420 .20328 2.1834 3.0893 2.00 4.00 11 2.3636 .50452 .15212 2.0247 2.7026 2.00 3.00 54 2.8889 .76889 .10463 2.6790 3.0988 2.00 5.00 11 3.1818 1.07872 .32525 2.4571 3.9065 2.00 5.00 21 3.4762 .74960 .16358 3.1350 3.8174 2.00 5.00 11 2.6364 .92442 .27872 2.0153 3.2574 1.00 4.00 11 2.6364 .67420 .20328 2.1834 3.0893 2.00 4.00 54 3.0741 .90807 .12357 2.8262 3.3219 1.00 5.00 11 3.8182 .60302 .18182 3.4131 4.2233 3.00 5.00 21 3.5714 .92582 .20203 3.1500 3.9929 2.00 5.00 11 3.2727 .64667 .19498 2.8383 3.7072 2.00 4.00 11 3.3636 .80904 .24393 2.8201 3.9072 2.00 5.00 54 3.5185 .79481 .10816 3.3016 3.7355 2.00 5.00 11 2.7273 .78625 .23706 2.1991 3.2555 2.00 4.00 21 2.7619 .76842 .16768 2.4121 3.1117 1.00 4.00 11 2.1818 1.07872 .32525 1.4571 2.9065 1.00 4.00 11 2.3636 .50452 .15212 2.0247 2.7026 2.00 3.00 54 2.5556 .81650 .11111 2.3327 2.7784 1.00 4.00 duoi 20 tu 20 den 35 tu 36 den 50 tren 50 Total duoi 20 tu 20 den 35 tu 36 den 50 tren 50 Total duoi 20 tu 20 den 35 tu 36 den 50 tren 50 Total duoi 20 tu 20 den 35 tu 36 den 50 tren 50 Total duoi 20 tu 20 den 35 tu 36 den 50 tren 50 Total yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam N Mean Std. Deviation Std. Error Lower Bound Upper Bound 95% Confidence Interval for Mean Minimum Maximum 161 Test of Homogeneity of Variances 6.150 3 50 .001 .562 3 50 .643 1.756 3 50 .168 1.716 3 50 .176 1.131 3 50 .345 yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam Levene Statistic df1 df2 Sig. ANOVA 3.440 3 1.147 2.134 .108 26.874 50 .537 30.315 53 6.095 3 2.032 4.025 .012 25.238 50 .505 31.333 53 7.738 3 2.579 3.586 .020 35.965 50 .719 43.704 53 1.975 3 .658 1.045 .381 31.506 50 .630 33.481 53 3.160 3 1.053 1.637 .193 32.173 50 .643 35.333 53 Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam Sum of Squares df Mean Square F Sig. 162 PHỤ LỤC 17 PHÂN TÍCH ANOVA THEO THU NHẬP ONEWAY sat BY income /STATISTICS DESCRIPTIVES HOMOGENEITY /MISSING ANALYSIS /POSTHOC = BONFERRONI ALPHA(.05). Oneway [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Descriptives su hai long 27 3.7407 .65590 .12623 3.4813 4.0002 3.00 5.00 22 2.8636 .83355 .17771 2.4941 3.2332 2.00 4.00 5 2.2000 .44721 .20000 1.6447 2.7553 2.00 3.00 54 3.2407 .88882 .12095 2.9981 3.4833 2.00 5.00 duoi 2000 USD tu 2000 USD den 6000 USD tren 6000 USD Total N Mean Std. Deviation Std. Error Lower Bound Upper Bound 95% Confidence Interval for Mean Minimum Maximum Test of Homogeneity of Variances su hai long 2.603 2 51 .084 Levene Statistic df1 df2 Sig. 163 ANOVA su hai long 15.294 2 7.647 14.675 .000 26.576 51 .521 41.870 53 Between Groups Within Groups Total Sum of Squares df Mean Square F Sig. Post Hoc Tests Multiple Comparisons Dependent Variable: su hai long Bonferroni .87710* .20733 .000 .3639 1.3904 1.54074* .35145 .000 .6707 2.4108 -.87710* .20733 .000 -1.3904 -.3639 .66364 .35764 .208 -.2217 1.5490 -1.54074* .35145 .000 -2.4108 -.6707 -.66364 .35764 .208 -1.5490 .2217 (J) thu nhap tu 2000 USD den 6000 USD tren 6000 USD duoi 2000 USD tren 6000 USD duoi 2000 USD tu 2000 USD den 6000 USD (I) thu nhap duoi 2000 USD tu 2000 USD den 6000 USD tren 6000 USD Mean Difference (I-J) Std. Error Sig. Lower Bound Upper Bound 95% Confidence Interval The mean difference is significant at the .05 level.*. ONEWAY tan rel res ass emp BY income /STATISTICS DESCRIPTIVES HOMOGENEITY /MISSING ANALYSIS . 164 Oneway [DataSet1] D:\LUAN VAN - XIU\du lieu xu ly.sav Descriptives 27 3.5556 .89156 .17158 3.2029 3.9082 2.00 5.00 22 3.1818 .58849 .12547 2.9209 3.4427 2.00 4.00 5 3.0000 .00000 .00000 3.0000 3.0000 3.00 3.00 54 3.3519 .75629 .10292 3.1454 3.5583 2.00 5.00 27 3.2222 .80064 .15408 2.9055 3.5389 2.00 5.00 22 2.5909 .59033 .12586 2.3292 2.8526 2.00 4.00 5 2.4000 .54772 .24495 1.7199 3.0801 2.00 3.00 54 2.8889 .76889 .10463 2.6790 3.0988 2.00 5.00 27 3.3333 .91987 .17703 2.9694 3.6972 2.00 5.00 22 2.9545 .84387 .17991 2.5804 3.3287 1.00 4.00 5 2.2000 .44721 .20000 1.6447 2.7553 2.00 3.00 54 3.0741 .90807 .12357 2.8262 3.3219 1.00 5.00 27 3.7407 .76423 .14708 3.4384 4.0431 2.00 5.00 22 3.3182 .71623 .15270 3.0006 3.6357 2.00 4.00 5 3.2000 1.09545 .48990 1.8398 4.5602 2.00 5.00 54 3.5185 .79481 .10816 3.3016 3.7355 2.00 5.00 27 2.8889 .75107 .14454 2.5918 3.1860 2.00 4.00 22 2.2273 .81251 .17323 1.8670 2.5875 1.00 4.00 5 2.2000 .44721 .20000 1.6447 2.7553 2.00 3.00 54 2.5556 .81650 .11111 2.3327 2.7784 1.00 4.00 duoi 2000 USD tu 2000 USD den 6000 USD tren 6000 USD Total duoi 2000 USD tu 2000 USD den 6000 USD tren 6000 USD Total duoi 2000 USD tu 2000 USD den 6000 USD tren 6000 USD Total duoi 2000 USD tu 2000 USD den 6000 USD tren 6000 USD Total duoi 2000 USD tu 2000 USD den 6000 USD tren 6000 USD Total yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam N Mean Std. Deviation Std. Error Lower Bound Upper Bound 95% Confidence Interval for Mean Minimum Maximum 165 Test of Homogeneity of Variances 9.163 2 51 .000 .893 2 51 .416 1.796 2 51 .176 .122 2 51 .886 1.156 2 51 .323 yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam Levene Statistic df1 df2 Sig. ANOVA 2.375 2 1.188 2.168 .125 27.939 51 .548 30.315 53 6.148 2 3.074 6.225 .004 25.185 51 .494 31.333 53 5.949 2 2.975 4.018 .024 37.755 51 .740 43.704 53 2.724 2 1.362 2.258 .115 30.758 51 .603 33.481 53 6.003 2 3.002 5.219 .009 29.330 51 .575 35.333 53 Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total yeu to huu hinh su dang tin cay su nhiet tinh su dam bao long thong cam Sum of Squares df Mean Square F Sig.