ðI HC ðÀ NNG TR NG ðI HC KINH T TRN NAM THÁI ðO L NG CHT LƯ NG DCH V KHÁCH SN: NGHIÊN C Uð IV I KHÁCH SN SÀI GÒN TOURANE, THÀNH PH ðÀ N ﾤ NG LUN VĂN THC SĨ QUN TR KINH DOANH ðÀ N ﾤ NG - Năm 2017 ðI HC ðÀ NNG TR NG ðI HC KINH T TRN NAM THÁI ðO L NG CHT LƯ NG DCH V KHÁCH SN: NGHIÊN C Uð IV I KHÁCH SN SÀI GÒN TOURANE, THÀNH PH ðÀ N ﾤ NG LUN VĂN THC SĨ QUN TR KINH DOANH Mã s ﾤ: 60.34.01.02 Ng i h ng dn khoa hc: TS NGUYN TH BÍCH THY ðÀ N ﾤ NG - Năm 2017 LI CAM ðOAN Tơi cam đoan cơng trình nghiên cu ca riêng tơi Các s liu, kt qu nêu lun văn trung thc chưa t ng đ c cơng b b t kỳ cơng trình khác./ Tác gi lun văn TRN NAM THÁI M CL C M ðU 1.Tính cp thit ca đ ði t tài : Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Group Statistics Gioi_ti nh N Mean Std Deviation Std Error Mean Yeu to huu hinh Nam Nu 117 150 4.09 4.08 603 651 056 053 Do tin cay Nam 117 4.00 693 064 Nu 150 3.89 702 057 Tinh dap Nam 117 4.17 460 043 ung Nu 150 4.09 508 041 Su dam Nam 117 4.07 523 048 bao Nu 150 4.10 537 044 Su cam Nam 117 4.12 636 059 thong Nu 150 4.06 624 051 Independent Samples Test Levene's Test for Equality of t-test for Equality of Means Variances F Sig t df Sig (2- Mean Difference Std Error Difference tailed) Yeu to huu hinh Equal variances assumed Equal variances not 95% Confidence Interval of the Difference Lower Upper 927 337 110 111 265 257.192 913 912 009 009 078 077 -.145 -.143 162 160 1.495 223 1.247 265 213 107 086 -.062 277 1.249 250.851 213 107 086 -.062 277 1.278 265 202 077 060 -.042 195 1.294 259.096 197 077 059 -.040 194 -.341 265 733 -.022 065 -.151 107 -.342 252.305 732 -.022 065 -.151 106 695 265 488 054 078 -.099 207 693 247.070 489 054 078 -.099 207 assumed Equal variances assumed Do tin cay Equal variances not assumed Equal variances assumed Tinh dap ung 1.396 238 Equal variances not assumed Equal variances assumed Su dam bao 000 999 Equal variances not assumed Equal variances assumed Su cam thong Equal variances not assumed 018 893 Multiple Comparisons Scheffe Dependent Variable (I) Ly_do_luu_tru (J) Ly_do_luu_tru Mean Difference Std Error Sig (I-J) Yeu to huu hinh Den Da Nang du Hoi thao, hoi nghi Di du lich voi gia 95% Confidence Interval Lower Bound Upper Bound Di du lich voi gia dinh 023 083 962 -.18 23 Khac Den Da Nang du 076 -.023 122 083 821 962 -.22 -.23 38 18 053 -.076 125 122 913 821 -.25 -.38 36 22 Hoi thao, hoi nghi dinh Khac Khac Den Da Nang du Hoi thao, hoi nghi Di du lich voi gia dinh -.053 125 913 -.36 25 Di du lich voi gia 021 092 973 -.21 25 -.056 -.021 135 092 917 973 -.39 -.25 28 21 -.078 056 139 135 855 917 -.42 -.28 26 39 Di du lich voi gia dinh 078 139 855 -.26 42 Di du lich voi gia 017 065 967 -.14 18 -.073 -.017 094 065 744 967 -.30 -.18 16 14 -.089 097 654 -.33 15 Den Da Nang du Hoi thao, hoi nghi dinh Khac Den Da Nang du Di du lich voi gia Do tin cay dinh Hoi thao, hoi nghi Khac Den Da Nang du Hoi thao, hoi nghi Khac Tinh dap ung Den Da Nang du Hoi thao, hoi nghi dinh Khac Den Da Nang du Di du lich voi gia dinh Hoi thao, hoi nghi Khac Khac Den Da Nang du Hoi thao, hoi nghi Di du lich voi gia Su dam bao dinh Den Da Nang du Hoi thao, hoi nghi 073 094 744 -.16 30 Di du lich voi gia dinh 089 097 654 -.15 33 Di du lich voi gia -.006 070 996 -.18 17 -.166 006 102 070 266 996 -.42 -.17 08 18 -.160 166 105 102 313 266 -.42 -.08 10 42 Di du lich voi gia dinh 160 105 313 -.10 42 Di du lich voi gia 105 083 450 -.10 31 -.076 121 822 -.37 22 dinh Khac Den Da Nang du Hoi thao, hoi nghi Khac Den Da Nang du Hoi thao, hoi nghi Khac Su cam thong Den Da Nang du Hoi thao, hoi nghi dinh Khac Di du lich voi gia dinh Den Da Nang du -.105 083 450 -.31 10 -.181 076 124 121 349 822 -.49 -.22 13 37 181 124 349 -.13 49 Hoi thao, hoi nghi Khac Den Da Nang du Hoi thao, hoi nghi Khac Di du lich voi gia dinh Yeu to huu hinh Scheffe Ly_do_luu_tru N Subset for alpha = 0.05 Khac Di du lich voi gia dinh 34 103 4.03 4.08 Den Da Nang du Hoi 130 4.11 thao, hoi nghi Sig Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 64.085 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed .791 Do tin cay Scheffe Ly_do_luu_tru N Subset for alpha = 0.05 Di du lich voi gia dinh 103 3.92 Den Da Nang du 130 3.94 34 3.99 Hoi thao, hoi nghi Khac Sig Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 64.085 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed .822 Tinh dap ung Scheffe Ly_do_luu_tru N Subset for alpha = 0.05 Di du lich voi gia dinh 103 4.10 Den Da Nang du 130 4.12 34 4.19 Hoi thao, hoi nghi Khac Sig Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 64.085 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed .587 Su cam thong Scheffe Ly_do_luu_tru N Subset for alpha = 0.05 Di du lich voi gia dinh Den Da Nang du Hoi thao, 103 130 4.01 4.12 34 4.19 hoi nghi Khac Sig .268 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 64.085 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed Descriptives N Mea Std n Deviat Std Error ion 95% Confidence Minim Maximu Interval for Mean um m Lower Bound Upper Bound Duoi 20 tuoi Tu 21-30 tuoi 43 97 3.54 3.98 937 501 143 051 3.85 4.03 4.43 4.23 5 Tu 31-40 tuoi 80 4.03 605 068 3.94 4.21 Tren 40 tuoi Total 47 267 4.25 4.09 560 629 082 039 3.81 4.01 4.14 4.16 5 Duoi 20 tuoi 43 4.25 870 133 3.78 4.31 Tu 21-30 tuoi 97 4.37 624 063 3.85 4.10 Do tin cay Tu 31-40 tuoi 80 3.65 606 068 3.81 4.08 47 3.74 797 116 3.51 3.97 267 3.94 699 043 3.85 4.02 43 4.16 602 092 3.98 4.35 Yeu to huu hinh Tren 40 tuoi Total Tinh dap Duoi 20 tuoi ung Tu 21-30 tuoi Tu 31-40 tuoi 97 80 4.18 4.09 400 466 041 052 4.10 3.99 4.26 4.19 5 Tren 40 tuoi 47 4.03 566 083 3.86 4.20 267 4.12 488 030 4.07 4.18 Duoi 20 tuoi 43 4.01 682 104 3.80 4.22 Tu 21-30 tuoi 97 4.12 455 046 4.03 4.22 Tu 31-40 tuoi 80 4.04 503 056 4.03 4.25 Tren 40 tuoi 47 4.05 555 081 3.82 4.15 267 4.09 530 032 4.02 4.15 Duoi 20 tuoi 43 4.27 811 124 4.02 4.52 Tu 21-30 tuoi 97 4.04 535 054 3.93 4.14 Tu 31-40 tuoi 80 4.05 642 072 3.91 4.20 Tren 40 tuoi Total 47 267 4.09 4.09 586 629 086 038 3.91 4.01 4.26 4.16 5 Total Su dam bao Total Su cam thong Yeu to huu hinh Scheffe Tuoi N Subset for alpha = 0.05 Tren 40 tuoi 47 3.54 Tu 31-40 tuoi 80 3.98 Tu 21-30 tuoi 97 4.03 Duoi 20 tuoi 43 4.25 Sig .056 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 59.399 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed Do tin cay Scheffe Tuoi N Subset for alpha = 0.05 Tren 40 tuoi 47 4.25 Tu 31-40 tuoi 80 4.37 Tu 21-30 tuoi 97 3.65 Duoi 20 tuoi 43 3.74 Sig .026 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 59.399 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed Tinh dap ung Scheffe Tuoi N Subset for alpha = 0.05 Tren 40 tuoi 47 4.03 Tu 31-40 80 4.09 43 4.16 97 4.18 tuoi Duoi 20 tuoi Tu 21-30 tuoi Sig Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 59.399 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed .413 Su dam bao Scheffe Tuoi N Subset for alpha = 0.05 Tren 40 tuoi 47 4.01 Duoi 20 tuoi 43 4.12 Tu 21-30 tuoi 97 4.04 Tu 31-40 tuoi 80 4.05 Sig .049 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 59.399 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed Su cam thong Scheffe Tuoi N Subset for alpha = 0.05 Tu 21-30 tuoi 97 4.04 Tu 31-40 tuoi 80 4.05 Tren 40 tuoi 47 4.09 Duoi 20 tuoi 43 4.27 Sig .255 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 59.399 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed ... xut mơ hình đo l ng cht l ng dch v t i khách s n Sài Gòn Tourane 32 2.3 Thit k nghiên c u 33 2.3.1 Nghiên c u ñnh tính 34 2.3.2 Nghiên c u... vc khách s n : 24 KT LUN CHƯƠNG 27 CHƯƠNG THIT K NGHIÊN C U ðO L NG CHT LƯ NG DCH V TI KHÁCH SN SÀI GÒN TOURANE 29 2.1 T ﾵ ng quan v Công ty c ﾵ phn Khách. ..Uð IV I KHÁCH SN SÀI GÒN TOURANE, THÀNH PH ðÀ N ﾤ NG LUN VĂN THC SĨ QUN TR KINH DOANH ðÀ N ﾤ NG - Năm 2017 ðI HC ðÀ NNG TR NG ðI HC KINH T TRN NAM THÁI ðO L NG CHT LƯ NG DCH V KHÁCH SN: NGHIÊN