-o0o - -o0o - Chun ngành : 60.34.05 cơng trình Các cơng ty Tôi xin chân thành c quý khách hàng ETC: Ethical WHO: Trang 26 Trang 33 2.3 2.4: K Trang 37 Trang 39 2.5 Trang 43 2.6 Trang 45 2.7 Trang 46 2.8 Trang 52 Trang 53 2.10 Trang 56 2.11 Trang 57 3.1: Trang 59 .1 .5 ranh .6 .9 10 1.3.1 Mô 10 13 16 21 Long 21 .21 23 .31 34 34 .36 2.3 P 46 46 47 .47 47 .48 48 2.4.1 48 52 .56 59 .59 59 3.1.2 60 62 64 .65 65 .67 68 .70 .70 71 73 74 76 77 78 P 1.1 i thi 1.1.1 Lý ch tài tài c WTO ( ngày nh 1.1.2 M c tiêu nghiên c u - n 76 T giá bán , N , khách hàng nh có (0.16) t hàng) khách hàng OTC) 77 U THAM KH O (2010), kin 2006 -2010, kinh doanh E.Porter Th Cao Minh Quang (2010), Chí Minh 10 SPSS 11 Fredr David (2006), 12 Michael E.Porter (2009), 13 Michael E.Porter (2009), 14 Philips Kotler (2006), 15 Rudolf Grunig Long- Xã Lê Thành uy (2007), 16 www.dav.gov.vn 17 www.pharimexco.com.vn 18 www.vnpca.org.vn , NXB 78 L C Dàn 2/ 79 Tôi Xin vui lòn khoanh tròn 1: H Stt Có sách giá rõ ràng 10 11 Nhanh chóng cung thơng tin khách hàng 12 13 14 1 1 1 1 1 cho 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5 1 2 3 4 5 80 15 16 Công ty khách hàng 17 18 19 20 21 22 có sàng khách hàng khác 23 Nhìn chung có hài lịng trình du 1 2 3 4 5 1 1 Long cho 2 2 2 3 3 3 4 4 4 5 5 5 hay công ty 81 công ty 82 Trung bình Cronbach' s alpha sai thang Giá bán: Cronbach's Alpha = 0.887 Co gia ban phu hop voi thi truong Co chinh sach gia linh hoat cho tung doi tuong khach hang Gia ban thong nhat tren toan quoc Co chinh sach gia ro rang Gia on dinh va it thay doi 18.061 17.851 18.007 17.804 18.142 12.425 13.229 12.497 12.853 11.864 0.709 0.625 0.692 0.686 0.744 0.851 0.865 0.854 0.855 0.845 Phai co thong bao cho khach hang truoc co su thay doi gia 18.074 13.049 0.634 0.863 Giao hang kip thoi va dung hen Co doi ngu ban hang chuyen nghiep Nhanh chong cung cap thong tin va gia quyet khieu nai Nhan vien luon nem no than thien voi khach hang San luong san pham duoc cung cap on dinh 16.804 16.899 16.845 16.595 16.885 7.315 7.656 7.030 8.569 7.599 0.764 0.701 0.711 0.607 0.680 0.820 0.836 0.835 0.859 0.841 Chat luong san pham tot va on dinh Cong ty co thuong hieu duoc nhieu nguoi biet den San pham cong ty duoc nhieu bac si tin dung Hinh anh san pham cong ty co trung bay tai cac nha thuoc 15.081 15.365 15.412 15.804 5.313 5.118 5.101 5.614 0.574 0.645 0.673 0.521 0.762 0.738 0.730 0.778 Cong ty uy tin nhieu nam nganh 15.095 5.624 0.490 0.788 Cong ty co nhieu chuong trinh khuyen mai hap dan Cong ty co cac chinh sach cham soc khach hang tot Hieu ro tam ly khach hang Cong ty thuong to chuc cac chuong trinh du lich hay hoi nghi khach hang 10.669 10.466 10.324 4.005 3.489 3.676 0.550 0.580 0.562 0.650 0.623 0.636 10.338 4.021 0.387 0.742 7.203 1.061 0.659 0.394 7.210 1.446 0.315 0.827 7.534 1.135 0.581 0.503 Anh/chi co tiep tuc mua hang cua cong ty duoc Cuu Long Anh/chi co san sang gio thieu san pham Cuu Long cho khach hang khac khong Nhin chung Anh/chi co hai long san pham cua cong ty Cuu Long 83 5: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 897 Approx Chi-Square 1.537E3 df 190 Sig .000 Total Variance Explained Rotation Sums of Squared Initial Eigenvalues Comp onent Extraction Sums of Squared Loadings % of Total Cumulative Variance % % of Total Cumulative Variance % Loadings % of Total Cumulati Variance ve % 8.150 40.752 40.752 8.150 40.752 40.752 4.157 20.784 20.784 2.060 10.298 51.050 2.060 10.298 51.050 3.468 17.338 38.122 1.459 7.294 58.344 1.459 7.294 58.344 2.939 14.695 52.816 1.072 5.362 63.706 1.072 5.362 63.706 2.178 10.890 63.706 855 4.275 67.982 775 3.875 71.856 728 3.640 75.496 667 3.333 78.830 537 2.686 81.516 10 497 2.484 83.999 11 481 2.406 86.405 12 440 2.202 88.607 13 383 1.917 90.525 14 364 1.820 92.345 15 317 1.583 93.927 16 299 1.495 95.422 17 290 1.449 96.871 18 232 1.158 98.029 19 204 1.022 99.052 20 190 948 100.000 Extraction Method: Principal Component Analysis 84 Rotated Component Matrix a Component gb5 Gia on dinh va it thay doi 752 gb4 Co chinh sach gia ro rang 716 gb6 Phai co thong bao cho khach hang truoc co su thay doi gia 623 gb2 Co chinh sach gia linh hoat cho tung doi tuong khach hang 552 789 gb1 Co gia ban phu hop voi thi truong 811 gb3 Gia ban thong nhat tren toan quoc 410 dv1 Giao hang kip thoi va dung hen 859 dv2 Co doi ngu ban hang chuyen nghiep 802 dv3 Nhanh chong cung cap thong tin va gia quyet khieu nai 704 dv5 San luong san pham duoc cung cap on dinh 428 dv4 Nhan vien luon nem no than thien voi khach hang 683 627 ha1 Cong ty co thuong hieu duoc nhieu nguoi biet den 805 ha2 San pham cong ty duoc nhieu bac si tin dung 760 ha5 Chat luong san pham tot va on dinh 590 ha4 Cong ty uy tin nhieu nam nganh 572 ha3 Hinh anh san pham cong ty co trung bay tai cac nha thuoc 464 466 cs3 Hieu ro tam ly khach hang 716 cs2 Cong ty co cac chinh sach cham soc khach hang tot 400 609 cs1 Cong ty co nhieu chuong trinh khuyen mai hap dan 412 608 cs4 Cong ty thuong to chuc cac chuong trinh du lich hay hoi nghi khach hang Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations .528 547 85 6: n2 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 893 1.447E3 df 171 Sig .000 Total Variance Explained Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Initial Eigenvalues Comp % of onent Total Cumulati Variance ve % % of Total Cumulati Variance ve % % of Total Cumulative Variance % 7.786 40.981 40.981 7.786 40.981 40.981 3.978 20.937 20.937 2.026 10.664 51.645 2.026 10.664 51.645 3.419 17.993 38.930 1.402 7.380 59.025 1.402 7.380 59.025 2.784 14.655 53.585 1.068 5.622 64.647 1.068 5.622 64.647 2.102 11.062 64.647 853 4.487 69.134 765 4.028 73.162 677 3.566 76.727 595 3.132 79.859 534 2.812 82.671 10 492 2.588 85.260 11 458 2.410 87.669 12 388 2.044 89.713 13 374 1.968 91.682 14 334 1.758 93.439 15 316 1.662 95.101 16 290 1.526 96.627 17 235 1.235 97.862 18 205 1.081 98.943 19 201 1.057 100.000 Extraction Method: Principal Component Analysis 86 Rotated Component Matrix a Component gb5 Gia on dinh va it thay doi 789 gb1 Co gia ban phu hop voi thi truong 754 gb4 Co chinh sach gia ro rang 721 gb6 Phai co thong bao cho khach hang truoc co su thay doi gia 627 gb2 Co chinh sach gia linh hoat cho tung doi tuong khach hang 812 gb3 Gia ban thong nhat tren toan quoc 550 dv1 Giao hang kip thoi va dung hen 852 dv2 Co doi ngu ban hang chuyen nghiep 807 dv3 Nhanh chong cung cap thong tin va gia quyet khieu nai 715 dv5 San luong san pham duoc cung cap on dinh 663 dv4 Nhan vien luon nem no than thien voi khach hang 626 ha1 Cong ty co thuong hieu duoc nhieu nguoi biet den 807 ha2 San pham cong ty duoc nhieu bac si tin dung 755 ha5 Chat luong san pham tot va on dinh 605 ha4 Cong ty uy tin nhieu nam nganh 581 cs3 Hieu ro tam ly khach hang cs1 Cong ty co nhieu chuong trinh khuyen mai hap dan 702 630 cs2 Cong ty co cac chinh sach cham soc khach hang tot 625 cs4 Cong ty thuong to chuc cac chuong trinh du lich hay hoi nghi khach hang 552 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 87 khách hàng KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 563 Approx Chi-Square 117.108 df Sig .000 Total Variance Explained Compo nent Initial Eigenvalues Total Extraction Sums of Squared Loadings % of Variance Cumulative % Total 1.894 63.144 63.144 817 27.248 % of Variance Cumulative % 1.894 90.392 63.144 63.144 288 9.608 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component tm1 Anh/chi co tiep tuc mua hang cua cong ty duoc Cuu Long 900 tm3 Nhin chung Anh/chi co hai long san pham cua cong ty Cuu Long 868 tm2 Anh/chi co san sang gio thieu san pham Cuu Long cho khach hang khac khong 576 Extraction Method: Principal Component Analysis a components extracted 88 Correlations gia tri danh chat luong hinh anh va cham soc cho khach gia ban dich vu uy tin khach hang hang gia ban Pearson Correlation 525** 515** 599** 684** 000 000 000 000 148 148 148 148 148 525** 565** 555** 696** 000 000 000 Sig (2-tailed) N chat luong dich vu Pearson Correlation Sig (2-tailed) 000 N 148 148 148 148 148 515** 565** 544** 622** Sig (2-tailed) 000 000 000 000 N 148 148 148 148 148 599** 555** 544** 680** Sig (2-tailed) 000 000 000 N 148 148 148 148 148 684** 696** 622** 680** 000 000 000 000 N 148 148 ** Correlation is significant at the 0.01 level (2tailed) 148 148 hinh anh va uy tin cham soc khach hang gia tri danh cho khach hang Pearson Correlation Pearson Correlation Pearson Correlation Sig (2-tailed) 000 148 89 9: Model Summary Model R R Square Adjusted R Square Std Error of the Estimate 828a 685 676 29188 a Predictors: (Constant), cham soc khach hang, hinh anh va uy tin, chat luong dich vu, gia ban ANOVAb Sum of Squares Model Mean Square df F Regression 26.472 6.618 Residual 12.183 143 38.655 77.681 000a 085 Total Sig 147 a Predictors: (Constant), cham soc khach hang, hinh anh va uy tin, chat luong dich vu, gia ban b Dependent Variable: gia tri danh cho khach hang Coefficientsa Model Unstandardized Coefficients B Standardized Coefficients Std Error Beta Collinearity Statistics t Sig Toler ance VIF (Constant) 641 181 gia ban 210 046 288 4.607 000 565 1.770 chat luong dich vu 241 047 319 5.130 000 568 1.759 hinh anh va uy tin 139 053 160 2.605 010 581 1.722 cham soc khach hang 201 053 244 3.780 000 531 1.884 a Dependent Variable: gia tri danh cho khach hang 3.547 001 90 Descriptive Statistics Minim Maxi N um dv4 Nhan vien luon nem no than thien voi khach hang 148 2.00 5.00 4.4122 69916 dv1 Giao hang kip thoi va dung hen 148 1.00 5.00 4.2027 84884 dv3 Nhanh chong cung cap thong tin va gia quyet khieu nai 148 1.00 5.00 4.1622 95514 dv5 San luong san pham duoc cung cap on dinh 148 1.00 5.00 4.1216 85639 sp1 Chat luong san pham tot va on dinh 148 2.00 5.00 4.1081 77491 dv2 Co doi ngu ban hang chuyen nghiep 148 2.00 5.00 4.1081 82590 ha4 Cong ty uy tin nhieu nam nganh 148 2.00 5.00 4.0946 75896 ha1 Cong ty co thuong hieu duoc nhieu nguoi biet den 148 2.00 5.00 3.8243 77122 gb4 Co chinh sach gia ro rang 148 2.00 5.00 3.7838 85349 ha2 San pham duoc nhieu bac si tin dung dieu tri 148 2.00 5.00 3.7770 75432 gb2 Co chinh sach gia linh hoat cho tung doi tuong khach hang 148 2.00 5.00 3.7365 84404 cs3 Hieu ro tam ly khach hang 148 1.00 5.00 3.6081 83816 148 2.00 5.00 3.5946 88708 gb3 Gia ban thong nhat tren toan quoc 148 1.00 5.00 3.5811 91111 gb1 Co gia ban phu hop voi thi truong 148 1.00 5.00 3.5270 90686 gb6 Phai co thong bao cho khach hang truoc co su thay doi gia 148 1.00 5.00 3.5135 86886 cs2 Cong ty co cac chinh sach cham soc khach hang tot 148 1.00 5.00 3.4662 88383 gb5 Gia on dinh va it thay doi 148 1.00 5.00 3.4459 97089 cs1 Cong ty co nhieu chuong trinh khuyen mai hap dan 148 1.00 5.00 3.2635 74104 cs4 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