- NHÀ HÀNG TP.HCM LUẬN VĂN THẠC SĨ KINH TẾ TP Hồ Chí Minh - Naêm 2009 - NHÀ HÀNG TP.HCM Chuyên ngành : : 60.34.10 LUẬN VĂN THẠC SĨ KINH TẾ TS.HÀ NAM KHÁNH GIAO TP Hồ Chí Minh - Năm 2009 NHÀ HÀNG TP.HCM có trích Tp.HCM GDP Gross Domestic Products SOCO Selling Orientation-Customer Orientation COSE Customer Orientation Service Employee EM Experienced meaningfulness OI Organization identification PS Pay satisfaction SM Self-monitoring WG Work Group Job Development Goal Congruence Tính trang 14 17 25 33 35 36 37 .40 42 45 DANH SÁCH CÁC HÌNH H Hình 1.2 Chi tiêu bì .19 19 .21 Hình 2.1: Qui trình nghiên c u 22 43 Trang k Da .2 customer orientation 10 .14 14 1.2.2 Tha 16 17 .18 nhà hàng 18 20 21 : 23 23 2.1.1 Nghiên c nh tính 24 25 25 2.1.2.2 Ph 26 .30 : 32 .32 32 32 35 35 37 37 .38 40 .40 40 42 44 44 3.5.1 Ki 45 46 47 T-TEST VÀ ANOVA 48 3.7.1 .48 3.7.2 49 3.7.3 50 : PHÁP 53 4.1 4.1.1 4.1.2 .53 a .53 .54 .57 .60 .60 1 Lý - th a doanh Sài Gòn G KHÁCH HÀNG NHÀ HÀNG TP.HCM : - 79 2.5 (WG1-GW5) Reliability Statistics Cronbach's Alpha 798 N of Items Item-Total Statistics Scale Variance if Item Deleted Scale Mean if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted WG1 15.9742 5.175 564 764 WG2 16.2268 4.860 607 750 WG3 16.0464 5.205 620 749 WG4 15.9897 4.808 662 732 WG5 16.3814 5.336 458 798 2.6 (CO1-CO14) Reliability Statistics Cronbach's Alpha N of Items 604 14 Item-Total Statistics CO1 Scale Mean if Item Deleted 52.4355 Scale Variance if Item Deleted 55.447 Corrected Item-Total Correlation 362 Cronbach's Alpha if Item Deleted 579 CO2 52.3978 55.603 363 580 CO3 52.2097 56.091 392 582 CO4 52.3011 54.136 022 660 CO5 52.7903 54.750 410 574 CO6 52.5806 54.742 461 572 CO7 52.1828 54.950 459 573 CO8 51.9194 36.745 196 728 CO9 52.5108 53.386 495 562 CO10 52.2957 54.307 505 568 CO11 52.7043 54.447 364 575 CO12 52.2419 54.595 424 572 CO13 52.1290 54.297 497 568 CO14 52.6129 53.698 475 565 80 Reliability Statistics Cronbach's Alpha 660 N of Items 13 Item-Total Statistics Scale Variance if Item Deleted Scale Mean if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CO1 48.3280 49.400 394 636 CO2 48.2903 49.829 368 640 CO3 48.1022 50.049 427 638 CO5 48.6828 48.996 417 634 CO6 48.4731 48.770 493 629 CO7 48.0753 49.065 481 631 CO8 47.8118 31.267 202 853 CO9 48.4032 47.658 506 623 CO10 48.1882 48.294 543 625 CO11 48.5968 48.631 376 635 CO12 48.1344 48.625 452 630 CO13 48.0215 48.335 529 625 CO14 48.5054 47.722 507 623 Reliability Statistics Cronbach's Alpha N of Items 853 12 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CO1 43.8387 26.741 508 842 CO2 43.8011 27.739 391 850 CO3 43.6129 27.849 470 845 CO5 44.1935 27.065 445 847 CO6 43.9839 26.870 532 841 CO7 43.5860 27.055 526 841 CO9 43.9140 25.971 546 840 CO10 43.6989 26.255 622 835 CO11 44.1075 25.232 581 837 CO12 43.6452 26.630 503 843 CO13 43.5323 26.326 600 836 CO14 44.0161 25.767 580 837 81 C 3: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 806 Approx Chi-Square 1106.259 df 171 Sig .000 Total Variance Explained Comp onent Initial Eigenvalues % of Varianc Cumulative Total e % Extraction Sums of Squared Loadings Total % of Variance Cumulative % Rotation Sums of Squared Loadings % of Varianc Cumulative Total e % 5.282 27.797 27.797 5.282 27.797 27.797 3.007 15.826 15.826 1.961 10.320 38.117 1.961 10.320 38.117 2.411 12.688 28.515 1.765 9.290 47.407 1.765 9.290 47.407 2.307 12.141 40.656 1.213 6.383 53.790 1.213 6.383 53.790 1.910 10.054 50.710 1.042 5.484 59.274 1.042 5.484 59.274 1.627 8.564 59.274 946 4.979 64.254 889 4.679 68.932 837 4.403 73.335 723 3.804 77.140 10 668 3.514 80.654 11 563 2.962 83.616 12 541 2.847 86.463 13 494 2.598 89.061 14 430 2.265 91.326 15 401 2.110 93.435 16 380 2.000 95.435 17 361 1.899 97.334 18 260 1.366 98.701 19 247 1.299 100.000 Extraction Method: Principal Component Analysis 82 Rotated Component Matrix(a) Component WG4 WG3 726 WG5 511 OI6 745 WG2 792 WG1 799 355 OI4 771 OI3 698 OI7 660 330 PS6 753 PS5 695 PS4 649 PS2 552 PS1 550 EM5 780 EM6 735 EM3 798 OI2 609 EM4 552 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 794 1044.570 df 153 Sig .000 83 Total Variance Explained Comp onent Initial Eigenvalues % of Cumulative Total Variance % Extraction Sums of Squared Loadings Cumulative Total % of Variance % Rotation Sums of Squared Loadings % of Cumulative Total Variance % 5.009 27.826 27.826 5.009 27.826 27.826 2.891 16.061 16.061 1.959 10.883 38.709 1.959 10.883 38.709 2.376 13.198 29.260 1.753 9.741 48.450 1.753 9.741 48.450 2.303 12.795 42.055 1.211 6.730 55.180 1.211 6.730 55.180 1.820 10.112 52.167 1.041 5.786 60.966 1.041 5.786 60.966 1.584 8.799 60.966 914 5.080 66.046 842 4.679 70.725 804 4.466 75.191 723 4.014 79.205 10 564 3.134 82.339 11 549 3.050 85.389 12 520 2.890 88.279 13 446 2.476 90.754 14 411 2.284 93.038 15 381 2.118 95.156 16 361 2.006 97.162 17 261 1.447 98.610 18 250 1.390 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix(a) Component WG4 WG3 737 WG5 750 WG2 787 WG1 794 518 OI4 776 OI3 706 OI7 660 PS6 755 PS5 694 PS4 650 PS1 554 PS2 552 EM5 780 EM6 735 EM3 804 OI2 606 EM4 568 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 84 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 879 Approx Chi-Square 642.624 df 66 Sig .000 Total Variance Explained Co mp one nt Initial Eigenvalues Extraction Sums of Squared Loadings Total 4.638 % of Variance 38.652 Cumulative % 38.652 Total 4.638 % of Variance 38.652 Cumulative % 38.652 1.119 9.329 47.982 1.119 9.329 47.982 972 8.104 56.086 862 7.185 63.271 819 6.826 70.097 695 5.795 75.891 610 5.081 80.972 592 4.932 85.904 479 3.994 89.898 10 416 3.470 93.368 11 411 3.428 96.795 12 385 3.205 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix(a) Component CO6 804 CO14 737 CO11 632 CO10 552 CO5 546 CO1 544 CO7 537 CO9 533 450 CO13 760 CO2 706 CO12 650 CO3 584 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Rotation Sums of Squared Loadings % of Varianc Cumulative Total e % 3.271 27.257 27.257 2.487 20.725 47.982 85 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 867 Approx Chi-Square 568.872 Df 55 Sig .000 Total Variance Explained Comp onent Initial Eigenvalues Extraction Sums of Squared Loadings Total 4.291 % of Variance 39.009 Cumulativ e% 39.009 Total 4.291 % of Variance 39.009 Cumulative % 39.009 1.118 10.165 49.175 1.118 10.165 49.175 972 8.838 58.013 826 7.510 65.523 768 6.986 72.509 680 6.182 78.691 610 5.542 84.233 481 4.371 88.604 455 4.134 92.738 10 411 3.739 96.478 11 387 3.522 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrix(a) Component CO6 813 CO14 743 CO11 630 CO10 561 CO1 547 CO5 544 CO7 527 455 CO13 761 CO2 707 CO12 656 CO3 586 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations Rotation Sums of Squared Loadings % of Varian Cumulative Total ce % 3.016 27.415 27.415 2.393 21.759 49.175 86 Correlations X1 X1 Sig (2-tailed) X2 000 X3 000 X4 000 X5 000 Y1 170(*) 1.000 Pearson Correlation 1.000 1.000 1.000 025 N X2 183 183 183 183 183 175 Pearson Correlation 000 000 000 000 144 1.000 1.000 1.000 057 Sig (2-tailed) 1.000 N X3 183 183 183 183 183 175 Pearson Correlation 000 000 000 000 -.048 1.000 1.000 183 183 Sig (2-tailed) N X4 Pearson Correlation Sig (2-tailed) Pearson Correlation Sig (2-tailed) 1.000 525 183 183 175 000 000 000 1.000 1.000 1.000 183 183 183 N X5 1.000 183 000 184(*) 1.000 015 183 183 175 197(**) 000 000 000 000 1.000 1.000 1.000 1.000 N 009 183 183 183 183 183 175 170(*) 144 -.048 184(*) 197(**) Sig (2-tailed) 025 057 525 015 009 N Y1 175 175 175 175 175 186 X2 000 X3 000 X4 000 X5 000 Y2 335(**) 1.000 1.000 1.000 1.000 000 Pearson Correlation * Correlation is significant at the 0.05 level (2-tailed) ** Correlation is significant at the 0.01 level (2-tailed) Correlations X1 X1 Pearson Correlation Sig (2-tailed) N X2 183 183 183 183 183 175 Pearson Correlation 000 000 000 000 173(*) 1.000 1.000 1.000 022 Sig (2-tailed) 1.000 N X3 183 183 183 183 183 175 Pearson Correlation 000 000 000 000 001 992 Sig (2-tailed) X4 1.000 1.000 1.000 1.000 N 183 183 183 183 183 175 Pearson Correlation 000 000 000 000 075 1.000 1.000 1.000 183 183 183 Sig (2-tailed) N X5 Pearson Correlation Sig (2-tailed) N 1.000 323 183 183 175 102 000 000 000 000 1.000 1.000 1.000 1.000 181 183 183 183 183 183 175 335(**) 173(*) 001 075 102 Sig (2-tailed) 000 022 992 323 181 N Y2 175 175 175 175 175 Pearson Correlation ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) 186 87 Mơ hình h Y1= + 1X1 + 2X2 + 3X3 + 3X3+ 4X4+ Model Summary Model R R Square Adjusted R Square Std Error of the Estimate 347(a) 121 094 a Predictors: (Constant), X5, X3, X4, X2, X1 97156858 ANOVA(b) Model Sum of Squares Regression df Mean Square 21.860 Residual 159.527 169 181.387 Sig 4.632 001(a) 944 Total F 4.372 174 a Predictors: (Constant), X5, X3, X4, X2, X1 b Dependent Variable: Y1 Coefficients(a) Unstandardized Coefficients Model B Standardized Coefficients t Sig Beta B Std Error Std Error (Constant) 026 074 X1 162 074 X2 144 X3 -.045 X4 X5 349 727 158 2.184 030 074 139 1.931 055 073 -.045 -.623 534 190 074 186 2.572 011 196 075 189 2.622 010 F 5.713 Sig .000(a) a Dependent Variable: Y1 Model Summary Model R 344(a) R Square 118 Adjusted R Square 098 Std Error of the Estimate 96981794 a Predictors: (Constant), X5, X4, X1, X2 ANOVA(b) Model Regression Residual Total Sum of Squares 21.494 159.893 181.387 a Predictors: (Constant), X5, X4, X1, X2 b Dependent Variable: Y1 Coefficients(a) df Mean Square 5.374 170 941 174 5X5+ 88 Unstandardized Coefficients Model B Standardized Coefficients (Constant) 026 162 144 X4 191 X5 196 B 074 X2 Beta Std Error 073 X1 t Sig .356 Std Error 723 158 2.197 029 074 139 1.934 055 074 186 2.584 011 075 189 2.624 009 a Dependent Variable: Y1 Y= + 1X1 + 2X2 + 3X3 + 3X3+ 4X4+ Model Summary Model R 392(a) R Square 154 Adjusted R Square 129 Std Error of the Estimate 92661082 a Predictors: (Constant), X3, X2, X1, X4, X5 ANOVA(b) Model Sum of Squares Regression df Mean Square 26.387 145.105 169 171.492 6.147 000(a) 859 Total Sig 5.277 Residual F 174 a Predictors: (Constant), X3, X2, X1, X4, X5 b Dependent Variable: Y2 Coefficients(a) Unstandardized Coefficients Model Standardized Coefficients B -.018 Std Error 070 X1 329 071 X2 170 071 X4 072 X5 085 X3 006 (Constant) Beta Std Error 803 330 4.655 000 170 2.400 017 071 073 1.026 307 071 084 1.189 236 069 006 083 934 Model Summary R R Square 376(a) 142 a Predictors: (Constant), X2, X1 Sig B -.250 a Dependent Variable: Y2 Model t Adjusted R Square 132 Std Error of the Estimate 92507078 5X5+ 89 ANOVA(b) Model Sum of Squares 24.302 Mean Square 12.151 147.190 172 856 171.492 a Predictors: (Constant), X2, X1 b Dependent Variable: Y2 174 Regression Residual df Total F 14.199 Sig .000(a) Standardized Coefficients t Sig Beta B Std Error Coefficients(a) Unstandardized Coefficients Model B (Constant) Std Error -.016 070 -.231 818 X1 333 070 334 4.730 000 X2 173 071 172 2.436 016 a Dependent Variable: Y2 90 -TEST VÀ ANOVA Group Statistics Std Error Mean 14854626 X4 121 -.0461855 95286225 08662384 1.00 56 2006873 98286344 13134065 121 -.1559884 97379754 08852705 1.00 56 0082066 1.04201430 13924502 2.00 X3 56 2.00 X2 N Std Deviation 1.11161841 Mean 0692224 2.00 X1 gioi 1.00 121 0021716 99652657 09059332 56 0632863 1.20694778 16128518 2.00 X5 1.00 121 -.0591444 90610179 08237289 11029990 1.00 56 1659053 82540885 2.00 121 -.0754656 1.06563471 09687588 Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F X2 X3 X4 X5 5.2 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 t df Sig (2tailed) Mean Difference Std Error Difference Lower X1 Sig Upper Lower Upper Lower Upper Lower 2.764 098 710 175 479 11540789 16250453 -.20531308 43612886 671 93.79 504 11540789 17195837 -.22602921 45684498 2.260 175 025 35667574 15784888 04514322 66820826 2.252 106.2 73 026 35667574 15839004 04266139 67069010 037 175 971 00603493 16340663 -.31646643 32853630 036 102.9 61 971 00603493 16612142 -.32342922 33549908 750 175 454 12243070 16329503 -.19985040 44471180 676 84.79 501 12243070 18110274 -.23766289 48252430 1.499 175 136 24137096 16103926 -.07645814 55920006 1.644 135.6 00 102 24137096 14680260 -.04894780 53168972 311 110 4.292 3.955 578 741 040 048 95% Confidence Interval of the Difference Upper Lower 91 ? Group Statistics X1 laudai 1.00 N Mean Std Error Mean Std Deviation 13036231 1.00 53 2267960 91162072 12522074 58 -.2651711 1.08271522 14216747 1.00 53 1816658 94076077 12922343 58 1292454 1.07197719 14075750 1.00 53 -.0859862 84059617 11546476 58 -.0407295 99888303 13115977 1.00 53 -.1468763 95288941 13088943 2.00 X5 13639172 99280981 2.00 X4 99294673 -.0700760 2.00 X3 2456635 58 2.00 X2 53 2.00 58 3705355 1.02306697 13433527 Independent Samples Test Levene's Test for Equality of Variances t-test for Equality of Means F Equal variances assumed t df Lower X1 Sig Sig (2tailed) Upper Lower Upper Lower 029 865 1.673 109 097 31573949 1886705 05819947 68967845 1.673 108.10 097 31573949 1886717 05823669 68971567 2.577 109 011 49196714 1909238 11356223 87037204 2.597 108.29 011 49196714 1894513 11645338 86748089 273 109 786 05242037 1922105 32853465 43337539 274 108.83 784 05242037 1910794 32629957 43114031 -.257 109 798 04525668 1761049 39429086 30377751 -.259 108.29 796 04525668 1747426 39161643 30110308 2.750 109 007 51741183 1881638 89034642 -.14447724 2.759 108.95 007 51741183 1875580 88914737 -.14567629 Equal variances not assumed X2 Equal variances assumed 798 374 Equal variances not assumed X3 Equal variances assumed 440 508 Equal variances not assumed X4 Equal variances assumed 1.246 267 Equal variances not assumed X5 Equal variances assumed Equal variances not assumed 1.739 190 Mean Difference Std Error Difference 95% Confidence Interval of the Difference Upper Lower Upper Lower 92 5.3 ? Descriptives N Mean Upper Boun d Std Deviation -.0710157 84651521 -.1803687 38777144 21 -.1260627 1.20066229 1704363 90771545 15 0496476 1.00774020 115 0181102 1.01979794 172 -.0002079 1.00669766 -.0134015 1.51305930 3565085 79568650 21 -.1898805 90875184 2764406 54983697 15 1966175 97977456 115 -.0397521 99415882 172 -.0078660 98089750 -.0672092 1.28848166 7475322 92443242 21 -.0144149 76634566 3470844 85986782 15 6285312 1.00462039 115 -.1430088 1.02833308 172 -.0030776 1.02159448 -.7527334 1.44627724 1728743 97615364 21 1087564 1.07054024 -.2159604 37541338 15 -.0961039 76944270 Lower Bound X1 1.00 2.00 3.00 4.00 5.00 6.00 Total X2 1.00 2.00 3.00 4.00 5.00 6.00 Total X3 1.00 2.00 3.00 4.00 5.00 6.00 Total X4 1.00 2.00 3.00 4.00 5.00 Lower Bound Std Error Upper Bound 3199526 1583070 2620059 3209258 2601974 0950966 0767599 5718826 3248376 1983059 1943967 2529767 0927057 0747927 4870002 3773979 1672303 3040091 2593918 0958925 0778958 5466414 3985130 2336110 1327286 1986692 95% Confidence Interval for Mean Minimum Maximum Lower Bound Upper Bound Lower Bound Upper Bound -.8539117 7118803 -1.51345 1.17336 -.5873099 2265725 -.64415 35727 -.6725976 4204722 -3.17881 1.46183 -.5884328 9293054 -.71651 1.63860 -.5084203 6077155 -2.26025 1.66867 -.1702755 2064959 -2.67324 2.31760 -.1517270 1513112 -3.17881 2.31760 -1.4127480 1.3859449 -2.03092 2.54395 -.4785133 1.1915302 -.81347 1.21285 -.6035394 2237784 -1.94173 1.16879 -.1832346 7361158 -.34077 1.41840 -.3459636 7391985 -1.62927 1.87337 -.2234016 1438973 -3.31686 2.16121 -.1555020 1397699 -3.31686 2.54395 -1.2588560 1.1244376 -1.96462 2.21900 -.2226001 1.7176645 -.55368 1.98485 -.3632512 3344215 -1.17727 1.38837 -.3717831 1.0659519 -.80925 1.90105 0721910 1.1848714 -1.44313 1.95953 -.3329712 0469536 -2.79796 2.25726 -.1568389 1506836 -2.79796 2.25726 -2.0903168 5848499 -3.58464 91385 -.8515362 1.1972847 -1.55260 1.19930 -.3785477 5960604 -2.25864 2.32722 -.5298138 0978931 -.56943 53698 -.5222071 3299993 -.93423 1.40607 93 6.00 115 X5 1.12183539 2811229 1.07613465 0027964 63374008 0015426 1.00944722 172 Total -.0606193 115 6.00 1.17516357 15 5.00 -.1768939 4.00 1.24807534 21 3.00 -.1315802 2.00 1.01544838 1.00 -.0137892 -.0045762 0964174 0774272 4717281 4797585 2448045 3804710 1636309 0941314 0765452 1.03396173 172 Total 0238739 1.00388137 -.1671283 2148761 -3.10434 2.74560 -.1666254 1390470 -3.58464 2.74560 -1.2858574 1.0226969 -2.21777 94611 -1.4101525 1.0563646 -2.23357 98169 -.5712727 4500340 -3.62647 1.64441 -.6185482 1.1807940 -1.33295 2.18140 -.3481572 3537499 -.79369 1.26672 -.1849310 1880163 -3.21957 2.22761 -.1556714 1465191 -3.62647 2.22761 Test of Homogeneity of Variances X1 Levene Statistic 717 X2 X3 df1 df2 166 Sig .611 1.429 166 216 580 166 715 X4 1.516 166 187 X5 764 166 577 ANOVA Sum of Squares 871 172.427 166 1.039 Total X2 Mean Square 174 Within Groups X1 173.298 171 Between Groups Between Groups df 577 166 164.529 2.526 165.836 166 178.465 2.528 031 957 446 197 963 171 Between Groups Between Groups 4.938 988 Within Groups 171.386 166 1.032 Total X5 706 999 Total 592 171 12.629 168 Sig .974 974 Within Groups X4 161.646 Total X3 2.883 Within Groups F 176.324 171 Between Groups 1.015 203 Within Groups 171.315 166 1.032 Total 172.330 171 ... LÂU DÀI - - - - - không cao - - - vào lúc - Trong quan sát nhân viên nhân viên có thái nhân viên 34 ( 4,41 27 nhân viên SM2 ( 2,4 nhân viên 35 Descriptive Statistics N Minimum Maximum Mean Std... Snyder, 1979 5 5 WG2 WG1 hàng WG3 Các thành viên WG4 khách hàng WG5 g 15 SOCO Câu 06: Tiếp xúc khách hàng (Customer orientation) Source: trích t Mức độ đồng ý CO1 Tôi giúp khách hàng giải vướng mắc... i t vi hàng t b ng khách ng ph ng v n: - 30 Nhân viên khách s t tiêu chu n tr v trí ti p xúc tr c ti p khách hàng: F&B, Housekeeping - Th i gian 01/10/2008 30/4/2009 a bàn Tp.HCM 24 K t qu nghiên