Đề tài Chất lượng dịchvụ du lịch lữ hành
Trên cơ sở lý thuyết về chất lượng dịch vụ nói chung, về chất lượng dịch
vụ lữ hành và nghiên cứu khám phá khách hàng đi du lịch do các công ty du lịch
trên địa bàn Lâm Đồng tổ chức xây dựng mô hình lý thuyết. Phương pháp
nghiên cứu định lượng thông qua kỹ thuật phỏng vấn trực tiếp với kích thước
mẫu là 224. Thang đo được đánh giáthông qua phương pháp độ tin cậy
Cronbach alpha và phương pháp phân tích yếu tố khám phá EFA, kiểm định mô
hình lý thuyết bằng bằng phương pháp hồi quy tuyến tính bội, xác định mức độ
quan trọng của từng yếu tố. Cuối cùng phương pháp mô tả để đánh giá mức độ
hài lòng của khách hàng từ đó đưa ranhững giải pháp để nâng cao chất lượng
dịch vụ du lịch lữ hành nộiđịa trên địa bàn Lâm Đồng.
Mục đính nghiên cứu của đề tài là xác định các yếu tố tác động đến sự
thỏa mãn của khách hàng đi du lịch trong nước do các công ty du lịch trên địa
bàn Lâm Đồng tổ chức. Xác định những yếu tố quan trọng tácđộng đến sự thỏa
mãn của khách hàng. Trên cơ sở đó đưa ra những giải pháp nhằm hoàn thiện
chất lượng dịch vụ du lịch lữ hành nội địa của các công ty du lịch lữ hành trên
địa bàn Lâm Đồng.
Bạn đang xem trước 20 trang nội dung tài liệu Đề tài Chất lượng dịchvụ du lịch lữ hành, để xem tài liệu hoàn chỉnh bạn click vào nút DOWNLOAD ở trên
4
.883 -5.58E-02 5.391E-02 -1.80E-02 -3.05E-02 5.282E-02
.868 1.983E-02 -9.82E-02 6.802E-02 -2.61E-02 -8.18E-02
.930 -1.66E-02 8.200E-02 -.107 -.133 -5.91E-02
.916 -2.96E-02 -.152 3.765E-02 8.667E-02 -1.84E-02
.899 -8.68E-02 -.155 6.613E-03 .140 4.699E-02
.860 4.154E-02 -9.81E-02 -1.60E-02 .201 2.399E-03
.421 -6.21E-02 .474 -4.02E-04 1.932E-02 1.797E-02
.183 -.122 .419 .216 9.159E-02 -2.59E-02
.354 1.465E-02 .388 4.976E-03 .104 .170
.362 -1.21E-02 .383 2.019E-02 8.863E-02 .177
-7.54E-02 2.257E-02 7.496E-02 -6.09E-02 2.215E-03 .703
2.214E-02 1.367E-03 -.102 2.585E-02 -4.44E-02 .837
-.129 1.055E-02 .886 6.764E-02 4.195E-02 -3.09E-02
5.929E-02 4.448E-02 .765 8.437E-03 8.158E-02 -3.31E-02
.116 -1.08E-02 .730 4.600E-02 -2.99E-02 2.883E-02
.180 2.635E-03 .820 -.131 -3.82E-02 -4.98E-02
4.643E-03 9.823E-03 -2.36E-02 .983 -4.17E-02 1.149E-02
5.451E-02 -6.10E-03 6.600E-02 .925 -2.41E-02 4.311E-03
.154 2.258E-02 4.919E-02 .748 3.219E-02 -6.67E-02
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong canh
thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
Cong tac to chuc chu dao
phong cach phuc vu nhiet
tinh tao niem tin cho
khach
Lai xe co nhieu kinh
nghiem
Lai xe can than an toan
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo thoa
thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach di
du lich voi cong ty
1 2 3 4 5 6
Factor
Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
Rotation converged in 7 iterations.a.
71
Structure Matrix
.258 .827 .182 7.232E-02 .137 .260
.246 .759 .125 5.480E-02 9.471E-02 .214
.352 .755 .312 .149 .186 .179
.264 .772 .179 5.283E-02 .208 .133
.237 .723 .113 9.728E-02 .305 .148
.300 .841 .280 .116 .266 .144
.254 .767 .149 5.134E-02 .287 .212
.346 .831 .260 .213 .343 .186
.474 .284 .459 .363 .715 4.202E-02
.387 .136 .447 .455 .755 8.027E-02
.414 .306 .382 .307 .939 .128
.857 .384 .659 .571 .414 .169
.825 .353 .595 .547 .340 .167
.823 .288 .652 .467 .303 4.040E-02
.885 .271 .653 .540 .409 .191
.820 .283 .543 .528 .376 5.144E-02
.842 .268 .603 .452 .301 8.498E-02
.859 .280 .556 .540 .468 .115
.838 .243 .543 .515 .489 .169
.893 .375 .611 .544 .579 .163
.750 .214 .771 .553 .434 .152
.612 9.233E-02 .692 .611 .436 6.362E-02
.719 .305 .724 .517 .487 .307
.716 .279 .721 .524 .473 .307
6.705E-02 .171 .103 -2.81E-02 6.467E-02 .706
8.392E-02 .169 4.396E-02 -7.98E-03 3.007E-02 .821
.564 .198 .854 .555 .427 .100
.661 .271 .857 .557 .485 .120
.652 .215 .829 .555 .393 .161
.659 .231 .842 .468 .375 .102
.576 .115 .572 .955 .383 4.638E-02
.657 .135 .664 .988 .437 5.794E-02
.661 .173 .631 .887 .456 6.871E-03
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong canh
thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
Cong tac to chuc chu dao
phong cach phuc vu nhiet
tinh tao niem tin cho
khach
Lai xe co nhieu kinh
nghiem
Lai xe can than an toan
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo thoa
thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach di
du lich voi cong ty
1 2 3 4 5 6
Factor
Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
72
Factor Correlation Matrix
1.000 .353 .714 .614 .488 .167
.353 1.000 .248 .120 .280 .232
.714 .248 1.000 .618 .473 .161
.614 .120 .618 1.000 .437 4.132E-02
.488 .280 .473 .437 1.000 .120
.167 .232 .161 4.132E-02 .120 1.000
Factor
1
2
3
4
5
6
1 2 3 4 5 6
Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
THANG ĐO MỨC ĐỘ HÀI LÒNG CỦA KHÁCH HÀNG LẦN 2
73
Communalities
.829 .744
.802 .699
.787 .721
.799 .798
.716 .689
.780 .745
.796 .757
.780 .718
.860 .837
.739 .699
.698 .593
.629 .591
.658 .599
.633 .553
.773 .720
.683 .605
.745 .714
.622 .542
.712 .732
.782 .767
.757 .737
.751 .739
.920 .905
.945 .981
.842 .816
.619 .546
.672 .602
.735 .903
.480 .428
.497 .859
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong
canh thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
phong cach phuc vu
nhiet tinh tao niem tin
cho khach
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo
thoa thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach
di du lich voi cong ty
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
Initial Extraction
Extraction Method: Principal Axis Factoring.
74
Total Variance Explained
12.372 41.241 41.241 12.115 40.384 40.384 10.798
4.625 15.417 56.658 4.287 14.290 54.674 6.346
1.804 6.014 62.672 1.533 5.109 59.783 8.295
1.572 5.241 67.913 1.256 4.187 63.970 7.336
1.388 4.626 72.538 1.174 3.914 67.884 5.356
1.171 3.902 76.441 .975 3.251 71.134 1.569
.806 2.687 79.128
.640 2.134 81.262
.588 1.960 83.222
.538 1.794 85.017
.485 1.616 86.633
.423 1.410 88.043
.390 1.301 89.343
.367 1.224 90.567
.306 1.019 91.586
.276 .920 92.505
.261 .869 93.374
.250 .832 94.207
.228 .761 94.967
.227 .757 95.724
.192 .641 96.365
.178 .594 96.959
.169 .564 97.523
.150 .499 98.023
.137 .458 98.481
.131 .438 98.919
.108 .362 99.281
9.978E-02 .333 99.613
8.163E-02 .272 99.885
3.442E-02 .115 100.000
Factor
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
Total % of Variance Cumulative % Total % of Variance Cumulative % Total
Initial Eigenvalues Extraction Sums of Squared Loadings Rotation
Extraction Method: Principal Axis Factoring.
When factors are correlated, sums of squared loadings cannot be added to obtain a total variance.a.
75
Factor Matrix a
.837 -4.70E-02 -.189 -1.21E-02 -5.33E-02 4.959E-02
.790 -5.68E-02 -.252 -2.08E-02 -3.76E-02 8.280E-02
.772 -.124 -.282 -8.72E-02 -9.41E-02 -.116
.828 -.160 -.256 7.318E-02 -.126 1.304E-02
.764 -.123 -.224 -8.68E-02 -.155 8.970E-02
.767 -.135 -.336 -4.00E-02 -.145 -5.99E-02
.799 -.132 -.185 7.691E-03 -.221 .131
.766 -.149 -.162 6.043E-02 -.242 .143
.864 -5.35E-02 -.104 5.376E-02 -.254 9.475E-02
.390 .724 -5.71E-02 -3.99E-02 .136 -2.81E-03
.350 .668 -.102 -6.40E-02 9.873E-02 2.543E-02
.467 .588 -4.76E-02 -9.07E-02 .113 -7.00E-02
.389 .660 6.553E-03 -9.42E-02 1.542E-02 -4.99E-02
.358 .627 .119 -7.13E-02 -4.36E-02 .105
.456 .694 7.540E-02 -.115 7.366E-02 -7.90E-02
.376 .676 7.204E-02 -1.77E-02 -3.47E-02 3.319E-02
.498 .660 .116 -8.99E-02 5.389E-02 7.380E-02
.655 -.294 .112 2.358E-02 .101 -5.57E-02
.686 -.201 .177 4.954E-02 .242 -.360
.766 -.153 .130 6.573E-02 .149 -.336
.736 -.200 3.542E-02 .105 .206 -.316
.722 -.171 -6.19E-03 4.596E-02 .126 -.413
.674 -.329 .191 -.138 .393 .364
.753 -.349 .188 -.129 .374 .317
.743 -.290 .169 -.148 .250 .259
.564 1.136E-02 .387 6.689E-02 -.269 -3.74E-02
.504 -.130 .526 .148 -.177 3.996E-02
.533 8.103E-02 .607 .229 -.436 3.814E-02
9.456E-02 .201 -8.61E-02 .587 .158 4.081E-02
9.491E-02 .222 -.186 .822 .222 .200
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong
canh thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
phong cach phuc vu
nhiet tinh tao niem tin
cho khach
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo
thoa thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach
di du lich voi cong ty
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
1 2 3 4 5 6
Factor
Extraction Method: Principal Axis Factoring.
Attempted to extract 6 factors. More than 25 iterations required. (Convergence=6.760E-03).
Extraction was terminated.
a.
76
Pattern Matrix a
.724 .109 6.406E-02 9.828E-02 -3.32E-02 2.001E-02
.764 9.158E-02 6.656E-03 .116 -.107 3.124E-02
.796 2.285E-02 .218 -9.55E-02 -.130 -9.04E-02
.867 -6.20E-02 8.799E-02 -2.46E-02 -1.64E-02 7.367E-02
.844 1.488E-02 -6.77E-02 6.234E-02 -2.54E-02 -7.19E-02
.913 -2.42E-02 .116 -.119 -.124 -4.06E-02
.891 -3.47E-02 -.123 3.747E-02 9.285E-02 2.191E-03
.873 -8.10E-02 -.141 1.980E-02 .142 4.356E-02
.839 3.653E-02 -6.86E-02 -1.72E-02 .208 2.416E-02
-1.84E-02 .842 2.848E-02 1.253E-02 -.115 7.255E-02
6.313E-02 .774 -4.13E-02 3.668E-03 -.140 4.720E-02
4.708E-02 .737 .134 -6.02E-03 -.101 -7.75E-03
2.320E-02 .770 3.574E-02 -8.14E-02 4.569E-03 -3.66E-02
-8.97E-03 .720 -.168 4.624E-02 .158 -1.84E-02
-8.10E-02 .847 .125 -2.30E-02 2.490E-02 -5.29E-02
8.561E-03 .749 -7.65E-02 -5.37E-02 .126 3.097E-02
-3.24E-02 .816 -5.23E-02 .124 9.625E-02 -1.08E-02
.196 -.120 .351 .252 .113 5.279E-03
-9.22E-02 6.619E-03 .825 9.081E-02 6.918E-02 2.195E-03
7.723E-02 3.616E-02 .747 1.569E-02 .107 9.532E-03
.127 -2.26E-02 .742 4.270E-02 -4.91E-03 7.631E-02
.201 -4.20E-03 .794 -.122 -1.34E-02 -1.35E-02
1.768E-03 8.038E-03 -2.29E-02 .983 -4.78E-02 7.133E-03
5.362E-02 -5.01E-03 4.941E-02 .938 -2.75E-02 -5.12E-04
.148 1.990E-02 3.528E-02 .761 3.025E-02 -5.65E-02
.114 6.649E-02 .116 -5.08E-02 .617 -6.80E-02
-9.48E-02 -7.51E-02 .122 .146 .702 1.629E-02
1.115E-02 4.366E-02 -1.73E-02 -.118 .983 2.763E-02
-5.27E-02 4.075E-02 .109 -6.51E-02 2.438E-02 .638
3.017E-02 -1.15E-02 -4.00E-02 2.587E-02 -2.10E-02 .928
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong
canh thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
phong cach phuc vu
nhiet tinh tao niem tin
cho khach
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo
thoa thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach
di du lich voi cong ty
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
1 2 3 4 5 6
Factor
Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
Rotation converged in 7 iterations.a.
77
Structure Matrix
.852 .387 .622 .581 .407 9.623E-02
.825 .355 .568 .554 .331 .102
.824 .290 .642 .473 .297 -2.12E-02
.887 .273 .637 .546 .402 .131
.824 .285 .528 .532 .369 -8.36E-03
.848 .269 .598 .456 .292 2.561E-02
.862 .283 .531 .547 .464 6.288E-02
.831 .245 .501 .522 .478 9.547E-02
.894 .378 .584 .552 .575 .102
.259 .826 .176 7.470E-02 .132 .231
.250 .757 .128 5.417E-02 9.058E-02 .196
.346 .755 .293 .154 .180 .140
.269 .771 .185 5.542E-02 .208 .118
.234 .723 9.166E-02 .100 .302 .121
.297 .842 .266 .123 .264 .111
.251 .768 .129 5.541E-02 .283 .181
.342 .833 .235 .219 .339 .146
.599 9.756E-02 .657 .620 .433 9.630E-03
.554 .200 .850 .566 .421 2.565E-02
.653 .274 .864 .568 .481 5.177E-02
.647 .217 .848 .564 .388 .106
.651 .233 .848 .476 .365 2.921E-02
.572 .117 .556 .950 .376 -8.46E-03
.649 .138 .641 .988 .428 -1.07E-02
.656 .175 .612 .890 .451 -5.02E-02
.468 .286 .439 .369 .713 -1.71E-02
.380 .137 .430 .459 .753 2.417E-02
.405 .307 .351 .314 .942 7.721E-02
5.569E-02 .171 7.607E-02 -2.48E-02 5.474E-02 .647
7.664E-02 .168 1.557E-02 -4.31E-03 2.099E-02 .926
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong
canh thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
phong cach phuc vu
nhiet tinh tao niem tin
cho khach
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo
thoa thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach
di du lich voi cong ty
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
1 2 3 4 5 6
Factor
Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
78
Factor Correlation Matrix
1.000 .354 .672 .615 .468 7.688E-02
.354 1.000 .236 .128 .278 .195
.672 .236 1.000 .606 .428 3.375E-02
.615 .128 .606 1.000 .438 -1.49E-02
.468 .278 .428 .438 1.000 3.972E-02
7.688E-02 .195 3.375E-02 -1.49E-02 3.972E-02 1.000
Factor
1
2
3
4
5
6
1 2 3 4 5 6
Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
THANG ĐO MỨC ĐỘ HÀI LÒNG CỦA KHÁCH HÀNG LẦN 3
79
Communalities
.825 .740
.802 .698
.786 .722
.799 .798
.713 .690
.774 .747
.796 .758
.780 .718
.856 .835
.739 .700
.697 .589
.629 .592
.654 .597
.630 .553
.772 .721
.683 .606
.744 .715
.699 .709
.779 .760
.756 .738
.748 .758
.919 .919
.945 .985
.842 .812
.611 .554
.661 .599
.735 .903
.465 .430
.493 .857
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong
canh thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo
thoa thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach
di du lich voi cong ty
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
Initial Extraction
Extraction Method: Principal Axis Factoring.
80
Total Variance Explained
11.943 41.184 41.184 11.692 40.318 40.318 10.428
4.528 15.614 56.798 4.196 14.471 54.789 6.389
1.790 6.174 62.971 1.520 5.242 60.030 7.706
1.571 5.417 68.389 1.255 4.329 64.359 6.842
1.367 4.712 73.101 1.165 4.017 68.377 5.098
1.171 4.037 77.138 .973 3.355 71.732 1.564
.794 2.738 79.876
.622 2.144 82.020
.559 1.929 83.949
.513 1.770 85.719
.446 1.539 87.257
.405 1.396 88.654
.390 1.345 89.999
.325 1.121 91.120
.290 .999 92.119
.263 .908 93.027
.250 .861 93.888
.244 .841 94.730
.228 .786 95.515
.195 .673 96.188
.179 .619 96.807
.174 .599 97.406
.151 .520 97.927
.138 .475 98.401
.136 .468 98.869
.109 .375 99.244
.103 .355 99.599
8.164E-02 .282 99.880
3.466E-02 .120 100.000
Factor
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
Total % of Variance Cumulative % Total % of Variance Cumulative % Total
Initial Eigenvalues Extraction Sums of Squared Loadings Rotation
Extraction Method: Principal Axis Factoring.
When factors are correlated, sums of squared loadings cannot be added to obtain a total variance.a.
81
Factor Matrix a
.834 -6.67E-02 -.184 -1.17E-02 -5.82E-02 5.673E-02
.789 -7.92E-02 -.245 -2.10E-02 -3.96E-02 8.691E-02
.772 -.150 -.270 -8.46E-02 -.102 -.114
.827 -.185 -.243 7.711E-02 -.122 1.785E-02
.766 -.151 -.206 -8.10E-02 -.151 9.482E-02
.770 -.165 -.319 -3.53E-02 -.147 -5.65E-02
.798 -.156 -.170 1.549E-02 -.216 .143
.764 -.172 -.147 6.923E-02 -.234 .157
.862 -7.67E-02 -9.16E-02 6.308E-02 -.249 .108
.407 .715 -6.80E-02 -4.70E-02 .127 -4.79E-03
.370 .653 -.105 -6.84E-02 9.583E-02 1.970E-02
.480 .578 -5.67E-02 -9.67E-02 9.984E-02 -7.19E-02
.408 .647 4.314E-03 -9.48E-02 1.044E-02 -5.17E-02
.375 .617 .118 -6.91E-02 -4.12E-02 .108
.471 .686 6.489E-02 -.119 6.020E-02 -7.83E-02
.392 .667 6.720E-02 -1.69E-02 -3.69E-02 3.790E-02
.513 .651 .110 -9.20E-02 5.129E-02 7.428E-02
.672 -.207 .163 4.119E-02 .228 -.366
.758 -.165 .124 6.145E-02 .143 -.345
.728 -.214 3.051E-02 9.845E-02 .203 -.331
.719 -.190 -6.16E-03 4.315E-02 .121 -.435
.666 -.345 .198 -.149 .426 .338
.742 -.366 .193 -.139 .401 .288
.733 -.305 .174 -.153 .268 .238
.566 -4.47E-03 .405 8.351E-02 -.247 -3.81E-02
.496 -.136 .534 .160 -.147 3.530E-02
.533 7.073E-02 .623 .252 -.401 4.466E-02
.101 .197 -9.61E-02 .581 .182 3.141E-02
9.911E-02 .222 -.202 .810 .253 .191
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong
canh thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo
thoa thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach
di du lich voi cong ty
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
1 2 3 4 5 6
Factor
Extraction Method: Principal Axis Factoring.
Attempted to extract 6 factors. More than 25 iterations required. (Convergence=6.547E-03).
Extraction was terminated.
a.
82
Pattern Matrix a
.732 .107 5.448E-02 9.372E-02 -3.13E-02 1.886E-02
.766 8.962E-02 6.322E-03 .112 -.106 3.047E-02
.787 1.856E-02 .223 -8.71E-02 -.126 -8.99E-02
.862 -6.57E-02 9.282E-02 -2.00E-02 -1.45E-02 7.377E-02
.836 1.127E-02 -5.52E-02 6.343E-02 -2.48E-02 -7.18E-02
.899 -2.88E-02 .130 -.110 -.121 -3.98E-02
.893 -3.63E-02 -.120 3.444E-02 9.104E-02 1.285E-03
.875 -8.25E-02 -.139 1.729E-02 .140 4.268E-02
.843 3.542E-02 -7.09E-02 -1.90E-02 .205 2.312E-02
-1.79E-02 .845 2.296E-02 8.036E-03 -.116 7.225E-02
5.210E-02 .774 -3.07E-02 2.390E-03 -.141 4.773E-02
4.854E-02 .738 .126 -8.35E-03 -.101 -8.08E-03
1.523E-02 .771 4.065E-02 -7.93E-02 2.318E-03 -3.59E-02
-7.75E-03 .722 -.167 4.040E-02 .153 -1.88E-02
-7.55E-02 .849 .113 -2.59E-02 2.350E-02 -5.35E-02
1.053E-02 .752 -8.05E-02 -5.74E-02 .121 3.040E-02
-2.65E-02 .818 -5.89E-02 .116 9.367E-02 -1.15E-02
-7.18E-02 -4.26E-03 .785 .108 8.485E-02 3.490E-03
8.500E-02 2.549E-02 .725 3.415E-02 .121 1.098E-02
.129 -3.40E-02 .729 6.052E-02 9.521E-03 7.807E-02
.190 -1.66E-02 .799 -.102 -6.09E-04 -1.16E-02
2.483E-03 -2.84E-03 -9.60E-03 .978 -3.73E-02 8.775E-03
5.902E-02 -1.70E-02 6.089E-02 .927 -1.52E-02 5.649E-04
.157 9.865E-03 4.218E-02 .747 4.024E-02 -5.60E-02
.107 5.868E-02 .127 -4.00E-02 .620 -6.70E-02
-8.96E-02 -8.19E-02 .123 .151 .701 1.709E-02
1.165E-02 3.881E-02 -1.09E-02 -.109 .976 2.817E-02
-5.65E-02 3.807E-02 .112 -5.76E-02 2.658E-02 .639
3.415E-02 -1.06E-02 -4.13E-02 2.366E-02 -2.15E-02 .927
Phuong tien van chuyen
moi, co du tien nghi
phuong tien luon thoang,
sach
KS day du tien nghi dung
theo thoa thuan truoc
Canh quan khach san
dep, thoang mat
Phong khach san moi,
sach dep
Vi tri khach san phu hop
voi thoa thuan ban dau
Nha hang co phong
canh thoang dep
Ve sinh thuc pham nha
hang dam bao an toan
Thuc don nha hang da
dang
NVPV co thai do lich su,
niem no
NVPV nhiet tinh, chu dao
NVPV san long giup do
NVPV nhanh nhen
NVGD co du kien thuc
NVGD co kha nang tu
van, thiet ke chuong trinh
NVHD co nhieu kinh
nghiem,kien thuc, am
hieu
NVHD co kha nang to
chuc tro choi
Giai quyet yeu cau cua
khach bang thai do chan
tinh
Giai quyet nhanh chong
cac yeu cau
Cac khieu nai deu giai
quyet thoa dang
Thuc hien dung theo
thoa thuan da cam ket
Co chuong trinh khuyen
mai hap dan
Co gia uu dai doi voi
khach hang truyen thong
Co qua tang cho khach
di du lich voi cong ty
Chuong trinh tham quan
du lich da dang
Tuyen diem tham quan
moi, hap dan
Chuong trinh tham quan
duoc thiet ke phu hop
Gia ca phu hop voi
chuong trinh tham quan
Gia ca thap hon so voi
cong ty cung chat luong
1 2 3 4 5 6
Factor
Extraction Method: Principal Axis Factoring.
Rotation Method: Promax with Kaiser Normalization.
Rotation converged in 6 iterations.a.
83
Structure Matrix
.850 .394 .607 .569 .399 9.376E-02
.825 .360 .559 .547 .324 9.976E-02
.824 .294 .644 .469 .292 -2.31E-02
.887 .278 .631 .539 .396 .129
.825 .288 .525 .530 .365 -1.05E-02
.849 .272 .603 .455 .289 2.369E-02
.863 .288 .517 .538 .458 6.047E-02
.832 .251 .487 .51
Các file đính kèm theo tài liệu này:
46863.pdf
