phuong phap nghien cuu khoa hoc TrinhBayC4.ppt

7/28/2019 phuong phap nghien cuu khoa hoc TrinhBayC4.ppt

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Chng 4: Cac o lng: Vach ra theChng 4: Cac o lng: Vach ra the

gii thc nghiemgii thc nghiem Chng nay co 5 noi dung chnh bao gom:Chng nay co 5 noi dung chnh bao gom:

4.14.1--nh ngha o lngnh ngha o lng 4.24.2--Cac mc o o lngCac mc o o lng

4.34.3--Gia tr ung (hp le) va tnh tin cay trong oGia tr ung (hp le) va tnh tin cay trong olnglng

4.44.4--Cac so o hoan thienCac so o hoan thien

4.54.5--o lng trong nghien cu nh lngo lng trong nghien cu nh lng


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4.14.1--nh ngha o lngnh ngha o lng TatTat caca chungchung tata eueu ss dungdung oo lnglng moimoi ngayngay..oo lnglng thngthng lienlien quanquan enen sapsap atat caccac acac

tnh/actnh/ac trngtrng-- lala thanhthanh phanphan chuchu yeuyeu cuacua caccac

dangdang oo lnglng ChangChang han,han, ee anhanh giagia caccac thth sinhsinh trongtrong batbat

kyky kyky thithi naonao tata thngthng ss dungdung hehe thongthong thangthang

iem,iem, caccac quyquy tactac chocho iemiem theotheo caccac acac tnhtnh vavacachcach thcthc xepxep hanghang ee lala chonchon thth hang,hang, ngingithangthang cuoccuoc..

ee bietbiet cc quyquy momo cuacua thth trngtrng motmot loailoaihanghang hoahoa naonao o,o, motmot congcong tyty cancan namnam motmot sosotieutieu chch oo lnglng caccac acac trngtrng thethe hienhien quyquy momo

thth trngtrng


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4.14.1--nh ngha o lng (tt)nh ngha o lng (tt) TatTat caca thth dudu naynay lienlien quanquan enen viecviec vachvach rara caccacacac tnhtnh lala thanhthanh phanphan cc banban cuacua caccac dangdang oo

lnglng oo lnglng coco thethe cc xacxac nhnh nhnh lala nhngnhng

nguyennguyen tactac ee anan nhnh caccac soso oioi vivi nhngnhng acactnhtnh thcthc nghiemnghiem

MotMot ChCh sosolala motmot kyky hieuhieu cuacua hnhhnh thcthc I,I, II,II,III,III, hoachoac 11,, 22,, 33,,vava khongkhong coco yy nghangha nhnhlnglng trtr khikhi nono ggn/traon/trao chocho yy nghangha naonao oo

CacCac chch soso cc traotrao chocho yy nghangha nhnh lnglng trtrthanhthanh caccac concon soso coco khakha nangnang ss dungdung trongtrong momohnhhnh toantoan hochoc vava kyky thuatthuat thongthong keke chocho caccac mucmuc

chch momo ta,ta, giaigiai thchthch vava dd baobao..


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4.14.1--nh ngha o lng (tt)nh ngha o lng (tt)

TrongTrong nhnh nghangha tren,tren, thuatthuat ngng anan nhnh coconghangha lala vachvach rara hayhay motmot sapsap atat chocho oioi tngtngnghiennghien cucu.. TheoTheo ,, ccacac so so (hoac(hoac caccac chch so)so)

cc vachvach rara chocho caccac oioi tngtng hoachoac chocho caccac sskienkien

motmot lnhlnh vcvc hayhay oioi tngtng nghiennghien cucu

MotMot soso oioi tngtng nghiennghien cucu cc chonchon locloc gomgomcoco 55 ngi,ngi, PP11,, PP22,, PP33,, PP44,, PP55

DaDa vaovao acac tnhtnh veve giigii hoho cc sapsap atat tngtngngng vivi caccac so,so, theotheo oo 11 lala phuphu n,n, vava 00 lala namnamgiigii..


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S o 4.1: Sap at (an nh)S o 4.1: Sap at (an nh) PP11

PP22 11 PP33

PP44 00 PP55


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4.14.1--nh ngha o lng (tt)nh ngha o lng (tt) KhaiKhai niemniem tieptiep theotheo cc ss dungdung ee xacxac nhnh

oo lnglng lala caccac quyquy tactac.. QuyQuy tactac chch roro thuthu tuc,tuc,dada vaovao oo caccac soso hoachoac caccac chch soso cc anan nhnh

chocho caccac oioi tngtng.. CacCac quyquy tactac lala thanhthanh phanphan cocoyy nghangha chuchu yeuyeu trongtrong thuthu tuctuc oo lng,lng, bibi vvnono quyetquyet nhnh chatchat lnglng cuacua oo lnglng

CacCac quyquy tactac quaqua nn gian,gian, ngheongheo nannan sese taotao raracaccac oo lnglng tt yy nghangha.. MotMot oo lnglng amam baobaococo yy nghangha chch khikhi nono phuphu hphp vivi caicai gg mama

chungchung tata dd kienkien oo lnglng.. ChangChang hanhan nhnhchungchung tata angang chuanchuan bb oo motmot khakha canhcanh xacxacthcthc naonao oo nhnh tnhtnh canhcanh tranhtranh sansan pham,pham,

moimoi trngtrng kinhkinh doanhdoanh


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4.14.1--nh ngha o lng (tt)nh ngha o lng (tt) Chc nang cua cac quy tac la noi thu tuc oChc nang cua cac quy tac la noi thu tuc o

lng vilng vi kha canh xac thckha canh xac thc e thc hien c yeu cau tren, chung ta cane thc hien c yeu cau tren, chung ta can

o lngo lng

Yeu cau at ra la phai nam vngYeu cau at ra la phai nam vng cac khai niem,cac khai niem,

nh ngha, tc ly thuyetnh ngha, tc ly thuyet S o 4.2 di ay mo ta lien ket gia mc o lyS o 4.2 di ay mo ta lien ket gia mc o ly

thuyet va thc nghiemthuyet va thc nghiem


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S o 4.2: o lng: lien ket gia mcS o 4.2: o lng: lien ket gia mco ly thuyet va thc nghiemo ly thuyet va thc nghiem

LyLy thuyetthuyet XX

McMc oo

XX

ThcThc nghiemnghiem


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Trc tien chung ta can motTrc tien chung ta can motnh ngha lynh ngha lythuyetthuyet tot ve kha canh (phng dien) can ctot ve kha canh (phng dien) can c

o lngo lng Chang han, chung ta can o lng ve canhChang han, chung ta can o lng ve canh

tranh trc tien chun can hai co nh n hatranh trc tien chun can hai co nh n ha

ro nh the nao la canh tranh mc o sanro nh the nao la canh tranh mc o sanpham hay mc o cong ty hay mc opham hay mc o cong ty hay mc onganh/nen kinh tenganh/nen kinh te

Khi can o lng th phan chung ta can co khaiKhi can o lng th phan chung ta can co khainiem, nh ngha nh the nao la th phanniem, nh ngha nh the nao la th phan ..

o lng ri roo lng ri ro--Khi nim? o nhth no?Khi nim? o nhth no?


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X tren hnh 4.2 co the la tnh canh tranh, thX tren hnh 4.2 co the la tnh canh tranh, thphan, rphan, ri ro.i ro.

Tiep theo chung ta can mot qui tac ch ro phaiTiep theo chung ta can mot qui tac ch ro phaian nh cac so oi vi cac ac tnh thc nghieman nh cac so oi vi cac ac tnh thc nghiem

cu e n e naocu e n e nao V vay, qua cac o lng chung ta co the vachV vay, qua cac o lng chung ta co the vach

ra c kha canh nao ay cua the gii thcra c kha canh nao ay cua the gii thc

nghiemnghiem


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CacCac oioi tng,,tng,, acac trngtrng vava chch soso

CanCan lulu yy rang,rang, chungchung tata khongkhong oo lnglng oioitngtng hoachoac hienhien tngtng,, mama chungchung tata cancan oolnglng caccac acac trngtrng cucu thethe cuacua oioi tngtng vava

KhiKhi nghiennghien cucu veve concon ngi,ngi, caccac bacbac ss thngthng

quanquan tamtam enen caccac acac trngtrng nhnh chieuchieu cao,cao,

trongtrong lng,lng, hoachoac huyethuyet ap,ap, trongtrong khikhi caccac nhanhagiaogiao ducduc lailai quanquan tamtam enen caccac acac trngtrng nhnhtrnhtrnh oo dandan tr,tr, hochoc van,van, caccac nhanha kinhkinh tete quanquantamtam enen caccac acac trngtrng khackhac nhnh mcmc song,song, thuthunhap,nhap, hanhhanh vivi tieutieu dungdung


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4.14.1--nh ngha o lng (tt)nh ngha o lng (tt) ee vachvach rara caccac acac trngtrng hayhay acac tnhtnh nhnh

vayvay chungchung tata phaiphai ss dungdung caccac chch soso

oioi tng/hientng/hien tngtng


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4.24.2--Cac mc o o lngCac mc o o lng

TrongTrong nghiennghien cucu thcthc nghiemnghiem coco ss phanphan bietbietgiagia caccac mcmc oo khackhac nhaunhau cuacua oo lnglng hayhay

concon goigoi lala chiachia oo oo lnglng.. ieuieu naynay lienlien quanquanenen caccac acac tnhtnh cucu thethe cuacua caccac oo lnglng cc

keke BBngng 44..11 didi ayay phanphan loailoai caccac mcmc oo cuacua oo

lnglng..

Bng 4.1: Chia o o lng


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o chia trungbnh thc

nghiem

Cac pheptnh c ban

o lng sdung

Danh ngha nh ro tnhngang bang

Phan loai:N-Nam

Nghe nghiepNhom xa hoi

So trungv

Th t nh ro lnhn ha nho

Xep hang:So lieu u tien

So trungv

hn

Quan iem olng

Khoang cach nh ro tnhngang bang

cua cackhoang

Ch so:He thong chia

nhiet o

So trungbnh so

hoc

Ty le nh ro tnh

ngang bangcua cac ty le

Doanh so ban:

So lng san xuatSo khach hang

So trung

bnh sohoc


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Mc o danh nghaMc o danh ngha McMc oo thapthap nhatnhat cuacua oo lnglng lala mcmc oo danhdanh

nghangha TaiTai mcmc oo nay,nay, caccac soso hayhay caccac bieubieu tngtng khackhac

cc ss dundun ee hanhan loailoai oioi tntn haha caccac

quanquan satsat CacCac oioi tngtng tngtng tt coco cungcung motmot soso hayhay kyky

hieuhieu cc chch nhnh nhnh 11,, 00 chocho nn hayhay nam,nam, 11,, 22,,33,, 44,, 55 tngtng ngng chocho vungvung nam,nam, bac,bac, trung,trung,ong,ong, taytay McMc hihi lng/nglng/ng tnhtnh theotheo

11,,22,,33,,44,,55


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Mc o th tMc o th t

NhieuNhieu nghiennghien cucu kinhkinh tete khongkhong chch coco thethephanphan loailoai cc mama concon coco thethe xepxep hanghangtheotheo thth tt

ChangChang hanhan trnhtrnh oo BB caocao hnhn trnhtrnh oo A,A,trnhtrnh oo CC caocao hnhn BB

(( AA A)(C>B>A)..


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Mc o khoang cachMc o khoang cach KhiKhi chungchung tata bietbiet chnhchnh xacxac khoangkhoang cachcach giagia

moimoi trongtrong soso caccac quanquan satsat vava khoangkhoang cachcach naynaylala coco nhnh,, sausau oo mcmc oo khoangkhoang cachcach cuacua oolnglng cc xacxac nhnh

eueu naynay coco ng ang a aa cc ss acac etet vv nn cocothethe soso sanhsanh cc KhoangKhoang cachcach giagia 11 vava 22 lala bangbang khoangkhoang cachcach

giagia 33 vava 44 HayHay 2020ooCC amam hnhn haihai lanlan soso vivi 1010oo CC.. AnAn caocao

165165 cm,cm, VietViet caocao 175175 cm,cm, ss cachcach bietbiet lala 1010cm,cm,

VietViet caocao hnhn AnAn 1010cmcm..


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Chia o ty leChia o ty le o chia ty le khong giong o chia khoang cacho chia ty le khong giong o chia khoang cach

cho no co so 0 (ze ro) t nhien hay cho no co so 0 (ze ro) t nhien hay gigi tr trtuyet oi ma oi vi no co mot stuyet oi ma oi vi no co mot s quy c ve vquy c ve vtrtrcung nh ve gia trcung nh ve gia tr

Chieu cao va trong lng la nhng th du roChieu cao va trong lng la nhng th du rorangrang

Vi o chia ty le, s so sanh cac con so co tamVi o chia ty le, s so sanh cac con so co tamquan trong tuyet oi va hp lyquan trong tuyet oi va hp ly

V du, mot ngi nang 80kg c coi la nangV du, mot ngi nang 80kg c coi la nang

hn hai lan oi vi ngi nang 40kghn hai lan oi vi ngi nang 40kg


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4.34.3--Gia tr ung va tnh tin cay trongGia tr ung va tnh tin cay trong

o lngo lng ee lamlam roro khaikhai niemniem veve giagia trtr ungung vava tnhtnh

thcthc tete trongtrong oo lng,lng, coco thethe xemxem xetxet phngphngtrnhtrnh sausau::

00==

TT SS RR,,

Trong o, XTrong o, X00 la iem so o c, Xla iem so o c, XTT la iem sola iem sothc,Xthc,XSS la o xien he thong, Xla o xien he thong, XRR la sai so ngaula sai so ngau

nhiennhien Neu XNeu X00= X= XTT th o lng c coi la co gia trth o lng c coi la co gia tr

ung mot cach hoan hao.ung mot cach hoan hao.


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4.34.3--Gia tr ung va tnh tin cay trong oGia tr ung va tnh tin cay trong o

lng (tt)lng (tt) TnhTnh tintin caycay coco lienlien quanquan titi ss onon nhnh cuacua soso

oo HayHay laylay thth dudu giagia ss chocho rangrang soso oo thcthc cuacua

ss dungdung chch oo cc 160160 cmcm quaqua caccac lanlan oo khackhacnhaunhau.. ieuieu naynay chch chocho thaythay soso oo naynay lala coco tnhtnhtintin caycay nhngnhng khongkhong coco giagia trtr ung,ung, tctc iemiem sosoquanquan satsat XX00== XXTT++ XXSS

ieuieu oo noinoi vivi chungchung tata rangrang motmot soso oo coco giagia

trtr ungung cungcung lala soso oo tintin caycay..


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4.34.3--Gia tr ung va tnh tin cay trong oGia tr ung va tnh tin cay trong o

lng (tt)lng (tt) NhngNhng motmot soso oo tintin caycay khongkhong cancan phaiphai coco giagia

trtr ungung.. GiaGia ss AnAn ss dungdung thcthc dayday ee oo

chieuchieu cao,cao, caccac so so oo coco cc quaqua caccac lanlan ootrongtrong khoangkhoang tt 160160cmcm enen 170170cmcm.. TrongTrongtrngtrng hphp naynay thanhthanh phanphan ngaungau nhiennhien XXRR lala

c euc eu cao,cao, soso oo aa ongong coco g ag a rr ungung vavacungcung khongkhong tintin caycay

TrongTrong caccac taitai lieulieu nghiennghien cucu coco thethe oo

moimoi quanquan hehe hoihoi quyquy aa bienbien thongthong quaqua caccacchch tieutieu khackhac nhaunhau bangbang hehe so so hoihoi quyquytngtng quanquan rr (r(rxxxx,, rrxyxy,, rryyyy,, rrxyxy)) quaqua caccac

yeuyeu toto quanquan hehe X,Y,X,YX,Y,X,Y..


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Dng hnh gia tr ung trong o lngDng hnh gia tr ung trong o lng

BayBay gigi chungchung tata phaiphai lienlien hehe enen motmot khakhacanhcanh cuacua giagia trtr ungung (hp(hp le),le), hoachoac chnhchnh xacxac

hnhn oo lala motmot khakha canhcanh cuacua dngdng hnhhnh giagia trtrungung DngDng hnhhnh giagia trtr ungung (hp(hp le)le) ongong vaivai trotro

chnhchnh yeuyeu vava coco thethe cc nhnh nghangha nhnh motmotphampham vivi oioi vivi nhngnhng gg mama motmot phepphep tnhtnh coco thetheoo cc lyly thuyetthuyet vava nono coco yy nghangha ee oo

DngDng hnhhnh giagia trtr ungung lala cancan thietthiet ee chocho caccacketket quaqua nghiennghien cucu coco yy nghangha,, coco thethe lamlam sangsangtoto cc vanvan ee nghiennghien cucu vava coco thethe cc anhanh

giagia theotheo caccac cachcach khackhac nhaunhau sausau ayay::


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Dng hnh gia tr ung trong o lng (tt)Dng hnh gia tr ung trong o lng (tt)

Gia tr be matGia tr be mat noi len rang en mot chng mcnoi len rang en mot chng mcnao so o c s dung dng nh la so o hpnao so o c s dung dng nh la so o hp

ly ve mot cai g o co y ngha e oly ve mot cai g o co y ngha e o Mot kiem tra n gian oi vi gia tr be mat laMot kiem tra n gian oi vi gia tr be mat la

thuoc vi chu e hien tai hay khongthuoc vi chu e hien tai hay khong Gia tr hoi tuGia tr hoi tu noi len rang en mot chng mcnoi len rang en mot chng mc

nao o a phep o va/hoac a phng phap senao o a phep o va/hoac a phng phap semang lai cacmang lai cac ket qua so sanh giong nhauket qua so sanh giong nhau

Ky thuat hoi quy tng quan thng c sKy thuat hoi quy tng quan thng c s

dung e anh gia gia tr hoi tu.dung e anh gia gia tr hoi tu.


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Dng hnh gia tr ung trong o lng (tt)Dng hnh gia tr ung trong o lng (tt)

Gia tr phan kyGia tr phan ky noi len rang en mot chng mcnoi len rang en mot chng mcnao ay mot dng hnh la co the phan biet cnao ay mot dng hnh la co the phan biet cvi dn hnh khacvi dn hnh khac

Neu ngi nghien cu o sang kien mi, anhNeu ngi nghien cu o sang kien mi, anhhay ch ta se phai tin chac o khong phai dnghay ch ta se phai tin chac o khong phai dnghnh o lng khac, chang han nh o tiemhnh o lng khac, chang han nh o tiemlc to chc.lc to chc.


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4.44.4--Cac so o hoan thienCac so o hoan thien

TrongTrong nghiennghien cucu khikhi chungchung tata cancan xemxem xetxet caccacmoimoi quanquan hehe tiemtiem nangnang giagia caccac bienbien sosochungchung

tata phaiphai tientien hanhhanh caccac noinoi dungdung nhnh sausau:: (1) Bat au bang xem(1) Bat au bang xem xet ky lng cac nhxet ky lng cac nh

cac dng hnh se c s dung. Khi van ecac dng hnh se c s dung. Khi van enghien cu c giai trnh, cac dng hnh cnghien cu c giai trnh, cac dng hnh c

s dung e vach ra van e phai c xac nhs dung e vach ra van e phai c xac nhbang cac khai niem nh la c s cho cac phepbang cac khai niem nh la c s cho cac pheptnh sau otnh sau o


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4.44.4--Cac so o hoan thien (tt)Cac so o hoan thien (tt)

(2)(2) Phat trien cac nh ngha qua phep tnhPhat trien cac nh ngha qua phep tnh motmotcach ay ucach ay u

Ngi nghien cu se phaiNgi nghien cu se phai kiem trakiem tra cac phepcac pheptnh hoac so o trc otnh hoac so o trc o a c s dung e coa c s dung e co

c cac dng hnh nh nhauc cac dng hnh nh nhau Trong giai oan nay ngi nghien cu se phaiTrong giai oan nay ngi nghien cu se phai

anh gia gia tr be mat cua cac so oanh gia gia tr be mat cua cac so o, co the, co the

qua y kien chuyen gia e xem xet cac so o equa y kien chuyen gia e xem xet cac so o enghngh


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4.44.4--Cac so o hoan thien (tt)Cac so o hoan thien (tt) ((33)) ChnhChnh sasa vava lamlam sachsach caccac soso oo

(4) Kiem tra th so o va anh gia o tin(4) Kiem tra th so o va anh gia o tin

trtr (hoi tu hoac phan ky)(hoi tu hoac phan ky) (5)(5) S dung ket qua o cuoi cung trongS dung ket qua o cuoi cung trong

nghien cu.nghien cu.


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NhNh aa neuneu mucmuc tieutieu cuacua oo lnglng lala phaiphai vachvachrara tnhtnh tintin caycay.. KhiKhi ngingi nghiennghien cucu atat rara caccaccaucau hoihoi ee phongphong vanvan caccac oioi tngtng lienlien quanquanthth anh/chanh/ch tata sese nhannhan cc caccac caucau tratra lili..

acac cau ra , , a cac eu ccau ra , , a cac eu cnghiemnghiem ma ngi nghien cu co gang e hieuma ngi nghien cu co gang e hieu

Trong qua trnh nay, anh/ch ta se co gang eTrong qua trnh nay, anh/ch ta se co gang e

lien ket ieu nay vi c s kien thc cua anhlien ket ieu nay vi c s kien thc cua anhhay ch ta vahay ch ta va hy vong a ra c s giai thchhy vong a ra c s giai thchhp lyhp ly. ieu nay mot phan coi nh. ieu nay mot phan coi nh van e sanvan e sanlung so lieu c giai quyetlung so lieu c giai quyet


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(tt)(tt)

TuyTuy nhien,nhien, neuneu caccac khaikhai niemniem hayhay lyly thuyetthuyet

khongkhong cc ss dungdung thth motmot giaigiai thchthch sese khongkhongbaobao gigi noinoi lenlen

vayvay ss sapsap atat g ag a caccac quanquan satsat t ct c ng emng emvava caccac khaikhai niem/lyniem/ly thuyetthuyet phaiphai cc thcthc hienhien

HnhHnh didi ayay thethe hienhien caccac tratra lili vava yy nghangha

cc taotao rara..


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NhanNhan thcthc HieuHieu biet/biet/giaigiai thchthch

ThcThc nghiemnghiem RR11,R,R22RnRn


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Trong nghien cu kinh te, ngi nghien cuTrong nghien cu kinh te, ngi nghien cuthng s dung sothng s dung solieu th caplieu th cap

So lieu nh vay c thu thap qua cac thu tucSo lieu nh vay c thu thap qua cac thu tuccu the cung nh ay cac phep o cu the acu the cung nh ay cac phep o cu the a

c s dungc s dung ieu nay cho thay khi s dung so lieu th capieu nay cho thay khi s dung so lieu th cap

can phai thng xuyen kiem tra xem xet ky vacan phai thng xuyen kiem tra xem xet ky va

anh gia so lieu thu thap cung nh cach thc oanh gia so lieu thu thap cung nh cach thc olng (cach o) c s dunglng (cach o) c s dung


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4.64.6-- TH DO LNG: M HNH NGHINTH DO LNG: M HNH NGHIN

CU MC HI LNG DCH V .CU MC HI LNG DCH V .Stin cy cakhch hng

iu kin thunli

H1

H2

32

Nng lc nhnvin

S cm thng

Thi phc v

Ch tlngdch v

M

c

hilng cakhchhng

H3

H4

H5


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CC GI THUYTCC GI THUYT

(Mi quan h gia cc bin)(Mi quan h gia cc bin) H1H1--Gia tng tin cy s lm gia tng mc Gia tng tin cy s lm gia tng mc

tha mn;tha mn; H2H2-- Gia tng iu kin thun li s lm gia tngGia tng iu kin thun li s lm gia tng

mc tha mnmc tha mn H3H3--Gia tng nng lc nhn vins lm gia tngGia tng nng lc nhn vins lm gia tng

mc tha mn;mc tha mn; H1H1--Gia tng thi phc v tts lm gia tngGia tng thi phc v tts lm gia tng

mc tha mn;mc tha mn; H1H1--Gia tng s cm thng s lm gia tng mc Gia tng s cm thng s lm gia tng mc

tha mn;tha mn;


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XY DNG THANG O CA CC BINXY DNG THANG O CA CC BIN tin cy tin cy--X1X1: (1) Cng ty X ha vic g h s: (1) Cng ty X ha vic g h s

thc hin ng li ha;thc hin ng li ha; (2) Cng ty cung cp dch vng thi im;(2) Cng ty cung cp dch vng thi im; (3) Cng ty quan tm gii quyt cc thc mc ca(3) Cng ty quan tm gii quyt cc thc mc ca

c ng;c ng;

(4) Cng ty thng bo cho khch hng khi dch v(4) Cng ty thng bo cho khch hng khi dch vc thc hin.c thc hin.

iu kin thun liiu kin thun li--X2X2: (1) Cng ty X c nhng: (1) Cng ty X c nhngphng tin phc v hin i;phng tin phc v hin i; (2) Csvt cht ca cng ty hp dn, thu ht(2) Csvt cht ca cng ty hp dn, thu ht

khch hng.khch hng.


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XY DNG THANG O CA CC BINXY DNG THANG O CA CC BIN Nng lc nhn vinNng lc nhn vin--X3X3: (1) Nhn vin cng ty X: (1) Nhn vin cng ty X

gii thch cn k cc thc mc;gii thch cn k cc thc mc;

(2) Nhn vin cng ty gii quyt vn vng mc(2) Nhn vin cng ty gii quyt vn vng mcnhanh gnnhanh gn

Thi phc vThi phc v--X4X4: (1) Nhn vin cng ty X phc: (1) Nhn vin cng ty X phcv nim n;v nim n;

(2) Nhn vin cng ty X rt tn tnh vi khch(2) Nhn vin cng ty X rt tn tnh vi khchhnghng

Sthng cmSthng cm--X5X5: (1) Cng ty X th hin quan tm: (1) Cng ty X th hin quan tm

c bit n khch hngc bit n khch hng


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XY DNG THANG O CA CC BINXY DNG THANG O CA CC BIN (2) Nhn vin cng ty hiu c cc yu cu pht(2) Nhn vin cng ty hiu c cc yu cu pht

sinh ca khch hngsinh ca khch hng Thang o:Thang o: Thang o Likert: 1Thang o Likert: 1--Hon ton khngHon ton khng

-- -- --; 5; 5--Hon ton ng .Hon ton ng .

Mc hi lng chung ca khch hng (Y):Mc hi lng chung ca khch hng (Y):

11-- Rt khng hi lng; 2Rt khng hi lng; 2--Khng hi lng; 3Khng hi lng; 3--Trung tnh, 4Trung tnh, 4-- Hi lng; 5Hi lng; 5-- Rt hi lngRt hi lng


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Cau hoi thao luan trong chng nay:Cau hoi thao luan trong chng nay:

11)) oo lnglng vava quyquy tactac oo lng?lng? ChoCho thth duduminhminh hoahoa..

22)) acac mcmc oo oo lng?lng? hoho thth dudu 33)) GiaGia trtr ungung vava tnhtnh tintin caycay trongtrong oo lng?lng?

ChoCho thth dudu


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Bi tp 3Bi tp 3:: Tbi tp 1,2 :Tbi tp 1,2 : (1) Xc nh i tng nghin cu v cc c(1) Xc nh i tng nghin cu v cc c

tnh, cc bin cn o lng;tnh, cc bin cn o lng; (2) o lng qua cc ch tiu no? Mc ca(2) o lng qua cc ch tiu no? Mc ca

o ngo ng (3) Dng hnh gi trng trong bi nghin cu(3) Dng hnh gi trng trong bi nghin cu

ca bn l g?ca bn l g?

(4) C p dng o lng trong nghin cu nh(4) C p dng o lng trong nghin cu nhlng khng? Nu c cc gi tr thc nghimlng khng? Nu c cc gi tr thc nghimthu c s gii thch qua l thuyt nhththu c s gii thch qua l thuyt nhth

no? Cho th d c thno? Cho th d c th

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