tờ H NGUYN QUANG VặĩNG uờ Bĩ GIAẽO DUC VAè AèO TAO AI HOĩC HU TRặèNG AI HOĩC KINH T ho c Ki nh NNG CAO CHT LặĩNG DậCH VU CHM SOẽC KHAẽCH HAèNG TAI VIN THNG QUANG TRậ Tr ng LUN VN THAC Sẫ KHOA HOĩC KINH T HU, 2017 Bĩ GIAẽO DUC VAè AèO TAO AI HOĩC HU TRặèNG AI HOĩC KINH T tờ H uờ NGUYN QUANG VặĩNG c Ki nh NNG CAO CHT LặĩNG DậCH VU CHM SOẽC KHAẽCH HAèNG TAI VIN THNG QUANG TRậ ho CHUYN NGAèNH: QUAN LYẽ KINH T MAẻ S: 60 34 04 10 Tr ng LUN VN THAC Sẫ KHOA HOĩC KINH T NGặèI HặẽNG DN KHOA HOĩC: HIU HU, 2017 TS TRặNG CHấ LI CAM OAN Tụi xin cam oan Lun ny l kt qu nghiờn cu ca tỏc gi di s hng dn khoa hc ca giỏo viờn Cỏc s liu v kt qu nghiờn cu Lun ny l hon ton trung thc v cha c s dng bo v mt hc v no tờ H uờ Nhng thụng tin trớch dn lun u cú ngun gc rừ rng nh TC GI LUN VN Tr ng ho c Ki NGUYN QUANG VNG i LI CM N Cho phộp tụi c by t li cm n sõu sc nht n tt c cỏc n v v cỏ nhõn ó quan tõm, to iu kin cho tụi quỏ trỡnh hc v nghiờn cu Trc ht, tụi xin cm n s giỳp nhit tỡnh v y trỏch nhim ca TS Trng Chớ Hiu sut quỏ trỡnh hc v hon thnh lun ny Tụi cng xin uờ c gi li cm n chõn thnh n ton th quý Thy, Cụ giỏo ca Trng i tờ H hc Kinh t - i hc Hu ó to iu kin thun li v mi mt sut thi gian va qua Tụi xin cm n VNPT Qung Tr v cỏc n v trc thuc ca VNPT Qung nh Tr ó to iu kin cho tụi thc tp, thu thp s liu thc hin ti ny Cui cựng, tụi xin cm n gia ỡnh, bn bố, ng nghip ó luụn ng viờn, Ki ng h, to mi iu kin cho tụi sut thi gian va qua Mc dự ó cú nhiu c gng, nhng khụng th trỏnh nhng hn ch v ho c thiu sút nht nh thc hin lun Rt mong nhn c s úng gúp ý kin ca quý Thy, Cụ giỏo v bn c Mt ln na, tụi xin chõn thnh cm n! Tr ng Nguyn Quang Vng ii TểM LC LUN VN THC S KHOA HC KINH T H v tờn hc viờn : NGUYN QUANG VNG Chuyờn ngnh: QUN Lí KINH T -K16E QLKT Niờn khúa: 2015-2017 Ngi hng dn khoa hc: TS TRNG CH HIU Tờn ti: NNG CAO CHT LNG DCH V CHM SểC KHCH uờ HNG TI VIN THễNG QUNG TR tờ H Tớnh cp thit ca ti Trong bi cnh cnh tranh ngy cng gia tng trờn th trng dch v vin thụng nc cng nh quc t, hu ht cỏc doanh nghip vin thụng luụn coi trng nh n vic nõng cao cht lng dch v chm súc khỏch hng, ng thi coi õy l cú ý ngha sng cũn, l yu t quan trng quyt nh s tn ti v phỏt trin ca mi Ki mt doanh nghip, ú cú Vin Thụng Qung Tr (VNPT Qung Tr) c Hin nay, VNPT Qung Tr ang ng trc nhng thỏch thc ln ho vic thu hỳt v gi chõn khỏch hng m cỏc i th cnh tranh trc tip vi doanh nghip ny luụn cú th mnh v cụng ngh v tin (nh Viettel, FPT, ) ó xõy dng nhng chin lc kinh doanh rt bi bn chim lnh th trng Vi nhng ỏp lc ú, VNPT Qung Tr ó khụng ngng nõng cao nng lc cnh tranh ng ca mỡnh thụng qua xõy dng cỏc chớnh sỏch chm súc khỏch hng nhm giỳp n v to c v th, xõy dng c hỡnh nh, thng hiu mt khỏch hng Xut phỏt t thc t ú, nghiờn cu ny c thc hin nhm ỏnh giỏ ỳng thc trng cht lng dch v chm súc khỏch hng ti VNPT Qung Tr, trờn c s Tr ú, xut mt s gii phỏp mang tớnh h thng v kh thi nhm hon thin cụng tỏc chm súc khỏch hng ti VNPT Qung Tr thi gian ti Phng phỏp nghiờn cu Nghiờn cu s dng kt hp cỏc phng phỏp phõn tớch kinh t, phng phỏp thng kờ mụ t, phõn tớch nhõn t, phng phỏp kim nh phn mm SPSS iii Kt qu nghiờn cu v nhng úng gúp khoa hc ca lun Kt qu nghiờn cu cho thy, h thng dch v chm súc khỏch hng ca VNPT Qung Tr c t chc theo mụ hỡnh cỏc trung tõm vin thụng huyn, thnh ph, th xó, Trung tõm Dch v khỏch hng Quy trỡnh chm súc khỏch hng c t chc khỏ bi bn, t giai on trc cung cp dch v, quỏ trỡnh cung cp dch v v sau ó cung cp dch v Vic phõn loi tng nhúm khỏch hng ó uờ c thc hin nhm xõy dng v ỏp dng cỏc chớnh sỏch riờng cho tng nhúm i tng khỏch hng tờ H Cht lng dch v chm súc khỏch hng ti VNPT Qung Tr c cu thnh bi yu t ch cht, bao gm: (1) S quan tõm, chia s v to dng nim tin cho khỏch hng; (2) Phong cỏch, thỏi v nng lc ph v ca nhõn nh viờn; (3) C s vt cht v ng phc ca nhõn viờn Hu ht khỏch hng u khỏch hng ti VNPT Qung Tr Ki cm nhn c s hi lũng v yu t cu thnh cht lng dch v chm súc ho c Da trờn cỏc kt qu nghiờn cu, tỏc gi ó xut 06 nhúm gii phỏp ch yu nhm nõng cao cht lng dch v chm súc khỏch hng, bao gm: 1) i mi chớnh sỏch chm súc khỏch hng; 2) y mnh ci cỏch th tc cung cp dch v; 3) Nõng cao cht lng ngun nhõn lc; 4) Hin i húa c s vt cht, trang thit b v phng tin k thut; 5) Xõy dng h thng chm súc khỏch hng chuyờn trỏch; ng 6) Nõng cao uy tớn, thng hiu ca VNPT Qung Tr Kt qu nghiờn cu ca lun l ti liu tham kho cú giỏ tr i vi VNPT Qung Tr vic xõy dng cỏc chớnh sỏch, chng trỡnh chm súc khỏch Tr hng mang tớnh hiu qu v bn vng hn thi gian ti iv DANH MC CC CH VIT TT V Kí HIU ng dõy thuờ bao s bt i xng (Asymmetric Digital Subscriber Line) ARPU Doanh thu bỡnh quõn mt khỏch hng (Average Revenue Per User) BCVT Bu chớnh vin thụng BTS H thng trm thụng tin di ng CBCNV Cỏn b cụng nhõn viờn CP Chớnh ph CSKH Chm súc khỏch hng CH Ca hng DN Doanh nghip B im bỏn L VT i lý n v tớnh EFA Phõn tớch nhõn t khỏm phỏ (Exploratory Factor Analysis) FTTH GATS Internet tc cao bng cỏp quang Hip nh chung v thng mi dch v HQT Hi ng qun tr KMO Kaiser-Meyer-Olkin NXB Nh xut bn PABX PTNT H thng chuyn mch t ng riờng Phỏt trin nụng thụn PTTH Phỏt truyn hỡnh tờ H nh Ki c ho Quyt nh Phn mm SPSS (Statistical Package for the Social Sciences) SPSS ng Q uờ ADSL T chc cỏn b TT Th t Tr TCCB TTGD Trung tõm giao dch TTVT TX Trung tõm vin thụng Th xó UBND y ban nhõn dõn Tp on Bu chớnh Vin thụng Vit Nam (Vietnam Posts and VNPT Telecommunications Group) v MC LC LI CAM OAN i LI CM N ii TểM LC LUN VN THC S KHOA HC KINH T iii DANH MC CC CH VIT TT V Kí HIU v uờ MC LC vi tờ H DANH MC CC BIU BNG .x DANH MC CC HèNH xii PHN I T VN nh Tớnh cp thit ca ti nghiờn cu .1 Mc tiờu nghiờn cu Ki i tng, phm vi nghiờn cu Phng phỏp nghiờn cu .3 ho c Kt cu ca lun .9 PHN NI DUNG NGHIấN CU 10 CHNG C S Lí LUN V THC TIN V CHT LNG DCH V CHM SểC KHCH HNG TRONG HOT NG KINH DOANH DCH V VIN THễNG 10 ng 1.1 Khỏi nim v dch v v Vin thụng 10 1.1.1 Dch v 10 1.1.2 Vin thụng .11 Tr 1.2 Khỏch hng, cht lng dch v khỏch hng v dch v khỏch hng lnh vc vin thụng 12 1.2.1 Khỏch hng .12 1.2.2 Cht lng dch v khỏch hng .13 1.2.3 Dch v khỏch hng lnh vc vin thụng .15 1.3 Vai trũ, ni dung chm súc khỏch hng .16 1.3.1 Chm súc khỏch hng 16 vi 1.3.2 Vai trũ ca chm súc khỏch hng i vi doanh nghip 17 1.3.3 Dch v chm súc khỏch hng ti cỏc doanh nghip cung cp dch v vin thụng 18 1.3.4 Vai trũ ca dch v chm súc khỏch hng cỏc doanh nghip cung cp dch v vin thụng .20 1.3.5 Ni dung ch yu ca chm súc khỏch hng cỏc doanh nghip cung cp uờ dch v vin thụng .21 1.3.6 Cỏc nhõn t nh hng n cht lng dch v chm súc khỏch hng tờ H cỏc doanh nghip vin thụng 24 1.4 Thc tin v cụng tỏc chm súc khỏch hng ti th trng Vit Nam .25 1.4.1 Th trng vin thụng Vit Nam hin 25 nh 1.4.2 Cụng tỏc chm súc khỏch hng ti th trng Vit Nam 26 Ki CHNG THC TRNG CHT LNG DCH V CHM SểC KHCH HNG TI VNPT QUNG TR .28 ho c 2.1 Quỏ trỡnh hỡnh thnh v phỏt trin ca VNPT Qung Tr 28 2.1.1 Gii thiu chung v VNPT Qung Tr .28 2.1.2 C cu t chc .28 2.1.3 Lnh vc hot ng 31 2.1.4 Nng lc h tng kinh doanh ca VNPT Qung Tr .31 ng 2.1.5 Kt qu kinh doanh dch v vin thụng ca VNPT Qung Tr .32 2.2 Thc trng cht lng chm súc khỏch hng ca VNPT Qung Tr 35 2.2.1 H thng cung cp dch v chm súc khỏch hng ca VNPT Qung Tr .35 Tr 2.2.2 Cỏc hot ng chm súc khỏch hng .36 2.2.3 Qun lý khỏch hng 39 2.2.4 Xõy dng chớnh sỏch chm súc khỏch hng cho tng nhúm khỏch hng 42 2.2.5 H tr, giao tip vi khỏch hng 46 2.2.6 Cht lng ngun nhõn lc .50 2.2.7 H thng kờnh phõn phi 52 vii 2.3 ỏnh giỏ ca khỏch hng v cht lng dch v chm súc khỏch hng ca VNPT Qung Tr .54 2.3.1 c im ca mu nghiờn cu 54 2.3.2 ỏnh giỏ cm nhn ca khỏch hng i vi cht lng dch v chm súc khỏch hng ca VNPT Qung Tr 57 2.3.3 Tng hp ý kin ỏnh giỏ cỏc yu t cu thnh cht lng dch v chm súc uờ khỏch hng ti VNPT Qung Tr 67 2.4 Phõn tớch im mnh, im yu, c hi v thỏch thc i vi vic nõng cao cht tờ H lng dch v chm súc khỏch hng ti VNPT Qung Tr .73 2.4.1 im mnh 73 2.4.2 im yu 74 nh 2.4.3 C hi 75 Ki 2.4.4 Thỏch thc .76 CHNG GII PHP NNG CAO CHT LNG DCH V CHM SểC ho c KHCH HNG TI VNPT QUNG TR 77 3.1 nh hng cht lng dch v chm súc khỏch hng ca VNPT Qung Tr .77 3.1.1 nh hng chung v phỏt trin dch v vin thụng n nm 2020 .77 3.1.2 nh hng nõng cao cht lng dch v chm súc khỏch hng 78 3.2 H thng gii phỏp nõng cao cht lng dch v chm súc khỏch hng ca ng VNPT Qung Tr .79 3.2.1 i mi chớnh sỏch chm súc khỏch hng 79 3.2.2 Tng cng ci cỏch th tc cung cp dch v .82 Tr 3.2.3 Nõng cao cht lng ngun nhõn lc 83 3.2.4 Hin i húa c s vt cht, trang thit b v phng tin k thut .85 3.2.5 Xõy dng h thng chm súc khỏch hng chuyờn trỏch 87 3.2.6 Nõng cao uy tớn, thng hiu ca VNPT Qung Tr 89 PHN KT LUN V KIN NGH 91 Kt lun 91 Kin ngh .93 viii Item-Total Statistics Scale Corrected Cronbach's Scale Mean if Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted 10,9618 2,409 ,686 ,711 Dong phuc nhan vien 11,1274 2,458 ,641 ,737 11,3885 2,854 ,494 ,806 10,9873 2,910 ,664 ,737 Hop dong hoa don de hieu ro rang He thong dai ly rong khap Mean Variance 14,8217 Std Deviation N of Items 2,10464 4,430 Valid 157 100,0 ,0 Excluded( ho a) c Cases % Ki N nh Case Processing Summary tờ H Scale Statistics Total 157 100,0 a Listwise deletion based on all variables in the procedure Reliability Statistics Cronbach's N of Items ng Alpha Tr ,831 Cho biet thoi gian Item Statistics Mean Std Deviation N 3,8726 ,79844 157 San sang ho tro 3,8408 ,70265 157 Phuc vu dung hen 3,7962 ,73151 157 thuc hien uờ Co so vat chat 110 Item-Total Statistics Scale Corrected Cronbach's Scale Mean if Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted Cho biet thoi gian 1,720 ,660 ,804 San sang ho tro 7,6688 1,928 ,675 ,784 Phuc vu dung hen 7,7134 1,757 ,746 ,712 uờ 7,6369 thuc hien Mean Variance 11,5096 Std Deviation N of Items 1,93357 3,739 Valid 157 100,0 ,0 Excluded( ho a) c Cases % Ki N nh Case Processing Summary tờ H Scale Statistics Total 157 100,0 a Listwise deletion based on all variables in the procedure Cronbach's N of Items ng Alpha Reliability Statistics Tr ,982 Item Statistics Mean Std Deviation N Cu xu cua nhan vien 4,0255 ,71566 157 Thai niem no voi KH 4,0000 ,67937 157 3,9809 ,70230 157 Chuyen mon nghiep vu cua nhan vien 111 Item-Total Statistics Scale Corrected Cronbach's Scale Mean if Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted Cu xu cua nhan vien 7,9809 1,865 ,958 ,976 Thai niem no voi KH 8,0064 1,942 ,975 ,965 8,0255 1,910 ,952 ,980 Chuyen mon nghiep vu cua nhan vien Variance 12,0064 Std Deviation N of Items 2,06154 4,250 tờ H Mean uờ Scale Statistics Case Processing Summary Valid Excluded(a) Total 157 100,0 ,0 157 100,0 Ki Cases % nh N ho c a Listwise deletion based on all variables in the procedure Reliability Statistics N of Items ng ,806 Alpha Cronbach's Item Statistics Mean Std Deviation N 3,8599 ,71125 157 Dong phuc nhan vien 3,6943 ,72202 157 3,8344 ,54121 157 Tr Co so vat chat He thong dai ly rong khap 112 Item-Total Statistics Scale Corrected Cronbach's Scale Mean if Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted Co so vat chat 7,5287 1,225 ,714 ,671 Dong phuc nhan vien 7,6943 1,291 ,636 ,762 He thong dai ly rong khap 7,5541 1,659 ,647 ,762 Mean Variance 11,3885 Std Deviation N of Items 1,68952 2,854 uờ Scale Statistics Kaiser-Meyer-Olkin Measure of Sampling ,952 Adequacy Test of Sphericity Approx Chi-Square 3274,160 df 171 nh Bartlett's tờ H KMO and Bartlett's Test Sig ,000 Ki Communalities Hua lam dieu gi Initial Extraction 1,000 ,664 1,000 ,699 1,000 ,717 1,000 ,694 1,000 ,689 1,000 ,703 1,000 ,685 1,000 ,653 Cu xu cua nhan vien 1,000 ,956 Thai niem no voi KH 1,000 ,972 Chuyen mon nghiep vu cua nhan vien 1,000 ,945 Quan tam KH 1,000 ,649 Nhan vien biet quan tam KH 1,000 ,930 Loi ich KH 1,000 ,748 Hieu nhu cau KH 1,000 ,954 Thoi gian Giao dich 1,000 ,595 Co so vat chat 1,000 ,809 Dong phuc nhan vien 1,000 ,648 He thong dai ly rong khap 1,000 ,703 ho c Quan tam giai quyet tro ngai Thuc hien DV tu lan dau Thuc hien cam ket Giai quyet khieu nai San sang ho tro Tr ng Phuc vu dung hen Cho biet thoi gian thuc hien Extraction Method: Principal Component Analysis 113 Total Variance Explained Component Initial Eigenvalues % of Cumulative Variance % Rotation Sums of Squared Loadings Loadings Total % of Cumulative Variance % Total % of Cumulative Variance % 11,386 59,924 59,924 11,386 59,924 59,924 6,142 32,329 32,329 1,753 9,227 69,151 1,753 9,227 69,151 5,152 27,115 59,444 1,274 6,707 75,858 1,274 6,707 75,858 3,119 16,414 75,858 0,612 3,219 79,077 0,558 2,934 82,012 0,5 2,63 84,642 0,49 2,58 87,221 0,421 2,215 89,436 0,347 1,827 91,263 10 0,308 1,619 92,882 11 0,295 1,551 94,432 12 0,25 1,318 95,75 13 0,236 1,241 96,991 14 0,194 1,022 15 0,171 0,899 16 0,086 0,451 99,363 17 0,052 0,272 99,634 18 0,042 0,223 99,858 19 0,027 tờ H nh Ki c ho 98,013 98,912 0,142 uờ ng Total Extraction Sums of Squared 100 Tr Extraction Method: Principal Component Analysis 114 Component Matrix(a) Component ,756 ,304 ,010 Quan tam giai quyet tro ngai ,805 ,228 -,004 Thuc hien DV tu lan dau ,719 ,403 -,192 Thuc hien cam ket ,816 ,163 ,047 Giai quyet khieu nai ,731 ,388 -,065 Cho biet thoi gian thuc hien ,823 ,121 ,106 San sang ho tro ,681 ,334 -,332 ,737 ,309 -,123 ,868 -,411 -,182 ,860 -,443 -,191 ,858 -,415 -,193 ,801 -,021 ,085 ,847 -,415 -,202 ,828 ,250 ,024 ,863 -,422 -,176 ,726 ,223 ,133 ,602 -,185 ,642 ,710 -,063 ,375 ,595 -,102 ,581 tờ H Hua lam dieu gi uờ Phuc vu dung hen Cu xu cua nhan vien Thai niem no voi KH nh Chuyen mon nghiep vu cua nhan vien Quan tam KH Ki Nhan vien biet quan tam KH Loi ich KH c Hieu nhu cau KH ho Thoi gian Giao dich Co so vat chat He thong dai ly rong khap Dong phuc nhan vien Extraction Method: Principal Component Analysis Tr ng a components extracted 115 Rotated Component Matrix(a) Component ,723 ,237 ,292 Quan tam giai quyet tro ngai ,705 ,325 ,310 Thuc hien DV tu lan dau ,812 ,224 ,083 Thuc hien cam ket ,656 ,357 ,369 Giai quyet khieu nai ,781 ,192 ,204 Cho biet thoi gian thuc hien ,619 ,368 ,430 San sang ho tro ,769 ,303 -,050 Phuc vu dung hen ,743 ,273 ,165 Cu xu cua nhan vien ,340 ,879 ,260 Thai niem no voi KH ,314 ,900 ,252 Chuyen mon nghiep vu cua nhan vien ,332 ,880 ,246 Quan tam KH ,508 ,463 ,421 ,327 ,877 ,233 ,730 ,313 ,342 ,327 ,881 ,265 ,618 ,229 ,400 ,135 ,243 ,855 ,353 ,325 ,646 ,202 ,205 ,787 tờ H nh Nhan vien biet quan tam KH Ki Loi ich KH Hieu nhu cau KH c Thoi gian Giao dich ho Co so vat chat Dong phuc nhan vien He thong dai ly rong khap Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization ng a Rotation converged in iterations Component Transformation Matrix Component ,677 ,600 ,426 ,702 -,701 -,128 -,222 -,386 ,896 Tr uờ Hua lam dieu gi Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization 116 Component Score Coefficient Matrix Component ,165 -,085 ,013 Quan tam giai quyet tro ngai ,140 -,047 ,011 Thuc hien DV tu lan dau ,237 -,065 -,138 Thuc hien cam ket ,106 -,036 ,051 Giai quyet khieu nai ,210 -,097 -,046 Cho biet thoi gian thuc hien ,079 San sang ho tro ,232 ,189 -,037 ,096 ,003 -,232 -,048 -,081 ,265 -,065 ,280 -,070 tờ H Phuc vu dung hen uờ Hua lam dieu gi -,081 Thai niem no voi KH -,093 Chuyen mon nghiep vu cua nhan vien -,082 ,269 -,073 ,024 ,025 ,092 -,080 ,272 -,080 ,145 -,063 ,029 -,087 ,267 -,060 nh Cu xu cua nhan vien Quan tam KH Ki Nhan vien biet quan tam KH Loi ich KH c Hieu nhu cau KH ho Thoi gian Giao dich Co so vat chat Dong phuc nhan vien He thong dai ly rong khap Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization ng Component Scores Component Score Covariance Matrix Component 1,000 ,000 ,000 ,000 1,000 ,000 ,000 ,000 1,000 Tr Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Component Scores T-TEST GROUPS = GIOITINH(1 2) /MISSING = ANALYSIS /VARIABLES = F1 F2 F3 /CRITERIA = CI(.95) 117 ,109 -,091 ,104 -,150 -,089 ,487 -,048 -,051 ,295 -,107 -,104 ,438 T-Test [DataSet1] D:\LUAN VAN THAC SI\Luan van Vuong\lunvn\Data Luan van.sav Group Statistics F3 Mean 3,8555 3,8273 4,0479 3,8600 3,7977 3,7917 117 40 117 40 117 40 Std Deviation ,59339 ,64670 ,67038 ,72211 ,54131 ,63014 Std Error Mean ,05486 ,10225 ,06198 ,11417 ,05004 ,09963 uờ F2 N tờ H F1 Gioi tinh Nam Nu Nam Nu Nam Nu Independent Samples Test Levene's Test for Equality of Variances df Sig (2tailed) Mean Difference Std Error Difference Lower Upper Lower Upper Lower Upper Lower Upper Lower 0,321 0,572 0,254 155 0,8 0,02821 0,11122 -0,1915 0,24791 62,93 0,809 0,02821 0,11604 -0,20369 0,2601 1,5 155 0,136 0,18786 0,12524 -0,05953 0,43526 1,446 63,515 0,153 0,18786 0,12991 -0,0717 0,44743 0,059 155 0,953 0,00605 0,10348 -0,19836 0,21047 0,054 59,879 0,957 0,00605 0,1115 -0,21698 0,22909 95% Confidence Interval of the Difference ho c Ki nh t 0,168 0,243 0,683 0,265 0,607 Tr F3 Sig F2 Equal variances assumed Equal variances not assumed Equal variances assumed Equal variances not assumed Equal variances assumed Equal variances not assumed F ng F1 t-test for Equality of Means 118 Descriptives Mean Std Deviation Std Error Lower Bound Upper Bound Lower Bound Upper Bound 2,9409 4,1197 2,73 Tu nam den nam 56 3,6786 0,73773 0,09858 3,481 3,8761 1,73 Tren nam 95 3,9684 0,48465 0,04972 3,8697 4,0671 2,45 157 3,8483 0,60542 0,04832 3,7528 Duoi nam 4,1667 0,76333 0,31163 3,3656 Tu nam den nam 56 3,8643 0,73767 0,09858 Tren nam 95 4,0695 0,6443 157 0,6865 Duoi nam 3,6667 0,86923 Tu nam den nam 56 3,7738 0,60672 Tren nam 95 3,8175 157 3,7962 4,9677 3,6667 4,0618 0,0661 3,9382 4,2007 0,05479 3,8918 4,1082 0,35486 2,7545 4,5789 2,33 0,08108 3,6113 3,9363 0,51861 0,05321 3,7119 3,9232 2,33 0,56317 0,04495 3,7074 3,885 Ki nh tờ H 1,73 ho Sum of Squares 3,591 53,589 57,180 1,657 71,863 73,520 ,172 49,306 49,478 ng Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total 3,9437 df 154 156 154 156 154 156 Tr F3 uờ 0,22928 ANOVA F2 Lower Bound 0,56163 Total F1 Upper Bound 3,5303 Total F3 Lower Bound Minimum Total F2 95% Confidence Interval for Mean Duoi nam c F1 N 119 Mean Square 1,795 ,348 F Sig 5,159 ,007 ,828 ,467 1,775 ,173 ,086 ,320 ,269 ,765 Post Hoc Tests Multiple Comparisons Tukey HSD Dependent Variable (I) gian dung Thoi su F1 Duoi nam (J) gian dung Thoi su Mean Difference (I-J) Lower Bound Tu nam den nam Tren nam Duoi nam Std Error Upper Bound Sig Lower Bound 95% Confidence Interval Upper Lower Bound Bound ,25340 ,828 -,7480 ,4514 -,43812 ,24831 ,185 -1,0258 ,1495 ,14827 ,25340 ,828 -,4514 ,7480 Tren nam Duoi nam Tu nam den nam Tu nam den nam Tren nam Duoi nam -,28985(*) ,43812 ,09938 ,24831 ,011 ,185 -,5250 -,1495 -,0547 1,0258 ,28985(*) ,09938 ,011 ,0547 ,5250 ,30238 ,29344 ,559 -,3921 ,9968 ,09719 ,28755 ,939 -,5833 ,7777 -,30238 ,29344 ,559 -,9968 ,3921 Tren nam Duoi nam Tu nam den nam Tu nam den nam Tren nam Duoi nam -,20519 -,09719 ,11509 ,28755 ,179 ,939 -,4776 -,7777 ,0672 ,5833 ,20519 ,11509 ,179 -,0672 ,4776 -,10714 ,24306 ,899 -,6824 ,4681 -,15088 ,23818 ,802 -,7146 ,4128 ,10714 ,24306 ,899 -,4681 ,6824 Tren nam -,04373 Duoi nam ,15088 Tu nam ,04373 den nam * The mean difference is significant at the 05 level ,09533 ,23818 ,891 ,802 -,2693 -,4128 ,1819 ,7146 ,09533 ,891 -,1819 ,2693 Tu nam den nam Tren nam F3 Duoi nam Tu nam den nam tờ H nh Duoi nam Ki F2 c Tren nam ho Tu nam den nam Tren nam uờ -,14827 ng Homogeneous Subsets F1 Tr Tukey HSD Thoi gian su dung Duoi nam Subset for alpha = 05 N 3,5303 Tu nam den nam 56 3,6786 Tren nam 95 3,9684 Sig ,102 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 15,381 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed 120 F2 Tukey HSD Subset for Thoi gian su dung N 05 1 Tu nam den nam 56 3,8643 Tren nam 95 4,0695 Duoi nam 4,1667 Sig uờ alpha = ,439 tờ H Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 15,381 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are nh not guaranteed F3 Subset for alpha = Duoi nam Tren nam 3,6667 56 3,7738 95 Sig Tu nam den nam ho Thoi gian su dung 05 c N Ki Tukey HSD 3,8175 ,740 Means for groups in homogeneous subsets are displayed ng a Uses Harmonic Mean Sample Size = 15,381 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are Tr not guaranteed 121 Descriptives 95% N Mean Std Std Confidence Deviation Error Interval for Minimum Maximum Mean Lower Upper Lower Upper Bound Bound Bound Bound Lower Bound Upper Lower Upper Bound Bound Bound Dien di 67 3,9349 0,53825 0,06576 co 36 3,8106 0,65316 0,10886 54 3,766 0,64732 0,08809 157 3,8483 0,60542 0,04832 di 67 4,0358 0,59281 0,07242 co 36 4,1056 0,63333 54 3,8852 157 3,8036 dong thoai tờ H Dien Total Dien dong Total thoai di Dien thoai co dinh Internet 4,0316 1,73 4,73 3,5893 3,9427 4,45 3,7528 3,9437 1,73 4,73 3,8912 4,1804 3,8913 4,3198 2,8 0,81366 0,11072 3,6631 4,1073 0,6865 0,05479 3,8918 4,1082 3,8706 0,50571 0,06178 3,7473 3,994 2,33 4,67 36 3,787 0,62819 0,1047 3,5745 3,9996 2,33 4,67 54 3,7099 0,58294 0,07933 3,5508 3,869 157 3,7962 0,56317 0,04495 3,7074 3,885 Tr Total 67 ng dong Dien 0,10556 ho Internet dinh c Dien thoai 4,73 Ki thoai 2,36 3,5896 nh dinh Internet 4,0662 uờ thoai 122 ANOVA Sum of Between Groups F2 F ,919 ,460 Within Groups 56,261 154 ,365 Total 57,180 156 1,199 ,599 Within Groups 72,321 154 ,470 Total 73,520 156 ,777 ,388 Within Groups 48,701 154 ,316 Total 49,478 156 Between Groups F3 Mean Square Between Groups Sig 1,258 ,287 1,277 ,282 1,228 tờ H F1 df uờ Squares Post Hoc Tests Multiple Comparisons San dich Dien thoai di dong Dien thoai co dinh Internet Dien thoai co dinh Dien thoai di dong Internet Dien thoai di dong Dien thoai co dinh Dien thoai co dinh Internet Internet Dien thoai di dong ng F2 Dien thoai co dinh Tr Internet F3 Dien thoai di dong Dien thoai co dinh Internet Mean Difference (IJ) Std Error Sig Lower Bound Upper Bound Lower Bound Ki (J) pham vu c San dich ho F1 (I) pham vu Dependent Variable nh Tukey HSD Dien thoai di dong Internet Dien thoai di dong Dien thoai co dinh Dien thoai co dinh Internet Dien thoai di dong Internet Dien thoai di dong Dien thoai co dinh 95% Confidence Interval Upper Bound Lower Bound ,12427 ,12490 ,581 -,1713 ,4199 ,16888 ,11054 ,281 -,0927 ,4305 -,12427 ,12490 ,581 -,4199 ,1713 ,04461 ,13005 ,937 -,2632 ,3524 -,16888 ,11054 ,281 -,4305 ,0927 -,04461 ,13005 ,937 -,3524 ,2632 -,06973 ,14161 ,875 -,4049 ,2654 ,15064 ,12532 ,454 -,1460 ,4472 ,06973 ,14161 ,875 -,2654 ,4049 ,22037 ,14745 ,296 -,1286 ,5693 -,15064 ,12532 ,454 -,4472 ,1460 -,22037 ,14745 ,296 -,5693 ,1286 ,08361 ,11621 ,752 -,1914 ,3586 ,16077 ,10284 ,265 -,0826 ,4042 -,08361 ,11621 ,752 -,3586 ,1914 ,07716 ,12100 ,800 -,2092 ,3635 -,16077 ,10284 ,265 -,4042 ,0826 -,07716 ,12100 ,800 -,3635 ,2092 123 ,296 Homogeneous Subsets F1 Tukey HSD Subset for alpha = 05 N 1 54 3,7660 Dien thoai co dinh 36 3,8106 Dien thoai di dong 67 3,9349 ,352 Means for groups in homogeneous subsets are displayed tờ H Sig uờ San pham dich vu Internet a Uses Harmonic Mean Sample Size = 49,002 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed nh F2 54 Dien thoai di dong 67 Dien thoai co dinh 36 3,8852 4,0358 4,1056 ,252 Means for groups in homogeneous subsets are displayed Sig c ho San pham dich vu Internet N Subset for alpha = 05 Ki Tukey HSD a Uses Harmonic Mean Sample Size = 49,002 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are ng not guaranteed F3 Tr Tukey HSD San pham dich vu Internet Subset for alpha = 05 N 1 54 3,7099 Dien thoai co dinh 36 3,7870 Dien thoai di dong 67 3,8706 Sig ,336 Means for groups in homogeneous subsets are displayed a Uses Harmonic Mean Sample Size = 49,002 b The group sizes are unequal The harmonic mean of the group sizes is used Type I error levels are not guaranteed 124 ... đến chất lượng dịch vụ chăm sóc khách hàng - Xác định yếu tố cấu thành chất lượng dịch vụ chăm sóc khách hàng VNPT Quảng Trị - Đánh giá cảm nhận khách hàng chất lượng dịch vụ chăm sóc khách hàng. .. dịch vụ chăm sóc khách Tr hàng hoạt động kinh doanh dịch vụ viễn thơng -Chương Thực trạng chất lượng dịch vụ chăm sóc khách hàng VNPT Quảng Trị -Chương Giải pháp nâng cao chất lượng dịch vụ chăm. .. triển dịch vụ viễn thơng đến năm 2020 .77 3.1.2 Định hướng nâng cao chất lượng dịch vụ chăm sóc khách hàng 78 Đ 3.2 Hệ thống giải pháp nâng cao chất lượng dịch vụ chăm sóc khách hàng ̀ng VNPT Quảng