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.

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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

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