          H H À À N N H H P P H H        TP. H -            H H À À N N H H P P H H          : 60340102   TP.  -   G      Tp.Tuy Hòa, ngày 15 tháng 9 nm 2013         1.  1 2.  2 3.  2 4.  2 5.  3 6.  3 1    4 1.1.1   4  4  5  5 1.2.2  7  8  10  khách hàng 12   khách hàng 12  13  14 2: ADSL do  2 15 2.1.1 -ADSL 15 DNy 19  20  ADSL 20                 Internet ADSL 21 2.2  24   25 2.3.1   25 2.3.2   27 2.4  28 2.4.1  28 2.4.2  29 2.4.3  30 2.5   34 2.5.1  34 2.5.2  35 2.5.3  40 2.6  41 2.6.1  41 2.6.2  43 2.6.3  43  nhân 44  44 2. 44  45  45  46 3: ADSL trên   3.1   47 3.1.1  47 3.1.2  48 3.1.3  48 3.1.4  49 3.1.5  49 3.1.6 50 3.2                 51 3.2.1  51  53 3.2.3  55  56  56  57 3 59 GADSL do VNPT Phú Yên cung  VNPT Phú Yên 60  60  - CNTT 60  61  - 62 ADSL do VNPT Phú Yên cun bàn Tp.Tuy Hòa 62 4.3 GADSL do VNPT Phú Yên   64 4.3.1 Gnâng cao  64 4.3.2 G 67 4.3.3 G 70 4.3.4 G  71 4.4  72  73  74  75  1. ADSL        (Asymmetric Digital Subscriber Line) 2. ANOVA  3. Cronbach alpha   4. EFA : Phân tích nh    (Exploratory Factor Analysis) 5. Eigenvalue             6. FPT :  7. FTTh  (Fiber to the home) 8. KMO và Bartlett's :           các      -Mayer- 9. Sig  10. SPSS  Package for the Social Sciences) 11. TCP/ IP  (Transmission Control Protocol/ Internet Protocol) 12. Viettel :       (Viet Nam Telecommunication Group) 13. VIF          (Variance inflation factor) 14. VNPT           Nam Post and Telecommunication Group) 15. VNPT Phú Yên   I.  Hình 2ADSL   25 Hình  28 Hình 2.3 39 II. D 1:   36   37 .3ADSL do VNPT Phú  39  40  52  54  63 1  1.     nhau.                 I    , Internet,   I               (ADSL- Asymmetric Digital Subscriber Line) ,  I  Trong ADSL                                   [...]... hình SERVQUAL 15 2 ADSL DO HÒA 2 2 -ADSL 2 -ADSL - Internet Protocol ADSL- - 2 -ADSL ARPANET tháng 7 1969 , , và i 16 Wide Area Network g 1974 1983, 1984, ARPANET SuperNetwork NSF ARPANET sang NSFNET , , nguyên , , , trên Internet ADSL ( ) là , 17 khách hàng V h hàng I ;t ng V c mãi et " l Tuy nhiên , I 18 -Asymmetric Digital Subscriber Lin , (email), trò (chat), , h - -t - cao - trên cùng - - - :g... LAN/WAN trung tâm có 49 VNPT, Viettel, FPT Telecom, Hanoi Telecom, VTC, Saigon Postel, SCTV, Netnam, V ,c Nam C Netnam , Saigon Postel) cho phép các doanh heo các chuyên gia tham gia ADSL duy 20 ADSL 2 (theo TCN 68 - hàng ,s ,s và p ,n 2 2.1.3 - 21 - - - - hàng: s Ph viên 2 Internet ADSL - Tiêu -BBCVT ngày 25 22 - 2 2 d u - - d 23 - - - - - là 24 - 2.2 xét ADSL do VNPT Phú Yên cung c AL 25 (Reliability)... 25 22 - 2 2 d u - - d 23 - - - - - là 24 - 2.2 xét ADSL do VNPT Phú Yên cung c AL 25 (Reliability) H.1 H.2 (Responsibility) H.3 (Assurance) (Satisfaction) H.4 (Empathy) H.5 (Tangibles) Hình 2.1 do VNPT Phú Yên cung 2.3 Ng 2.3 5 ng 5 26 g ti 1 2 3 4 An nhân 5 6 khách hàng 7 8 9 10 11 12 13 g 14 15 16 khách hàng 17 27 18 19 hàng 20 21 22 23 24 25 2.3 1 2 3 Anh ...2 nêu trên àn N g 2 g l Tp 3 - và Tp 4 pháp sau: , - N : 3 - N : 5 ADSL và vì : - ng - - I C sau: khách hàng - ADSL t - g 4: G - 4 Zeithaml & Britner (2000) trích trong (2008) [I.7] hàng (2006) trích trong [I.10], Theo TCVN ISO 8402:1999 [I.10], - , (2008,... 10 : Mô hình ERVQUAL 10 Theo Parasuraman & ctg (1988) [II.12], sán mô : t , n (assurance) ,p hình SERVQUAL ERVQUAL theo Parasuraman ERVQUAL eo 1 2 Khi gian , 2007) [I.8] 11 3 Khi khách hàng , chân thành 4 5 hi và khách hàng 1 Nhân viên 2 Nhân viên trong khách hàng nhanh chóng, 3 khách hàng t Y này 1 khách hàng 2 A 3 Nhân viên trong khách hàng 4 Nhân viên trong A có khách hàng hàng , giúp cho 12... [II.8] thì Theo Feigenbaum (1991) [II.5] thì Lehtinen & Lehtinen (1982) [II.10] và và gì The (2009, trang 17) [I.5] thì Parasuraman & ctg (1985, 1 (SERVQUAL nhà 7 Tr.99-100): [I.10] - - khách hàng ên êu trên, tâm 8 qu I.3], n 1 2 3 4 ity and trustworthiness) 5 6 I.3], 1 e service) 2 3 -human element) 4 5 Theo (2007) [I.8] Parasuraman & ctg (1985) : 1 : 2 : nó àng khách hàng 9 3 : 4 : hàng 5 : 6 (communication): .  ADSL do VNPT Phú Yên cun bàn Tp .Tuy Hòa 62 4.3 G ADSL do VNPT Phú Yên   64 4.3.1 G nâng cao . G ADSL do VNPT Phú Yên cung   VNPT Phú Yên 60 .  (Variance inflation factor) 14. VNPT           Nam Post and Telecommunication Group) 15. VNPT Phú Yên  