Vidocs.com de Tai Danh Gia Muc 2586B3E2

i

LI CAM OAN

Ti cam oan y l cng trnh nghin cu ca ring ti. Cc s liu, kt qu nu

trong bo co l trung thc, c ngun gc r rng. Ti hon ton chu trch nhim

v cng trnh ny.

Nguyn Th Kim Bu

Lp: 50KTKD1

Khoa: Kinh T

H: i hc chnh quy

ii

LI CM N

Thng qua bo co ny, trc tin em xin gi li cm n chn thnh v t

lng bit su sc ti Ban Gim hiu Trng i hc Nha Trang, Ban Ch nhim

Khoa Kinh t, cng qu thy c to thun li, ging dy truyn t kin thc,

phng php nghin cu trong sut qu trnh hc tp chng trnh va qua.

Xin trn trng cm n su sc Thc s L Hng Lam, l ngi hng dn

khoa hc, gip em thc hin ti ny vi s nhit tm v y trch nhim ca

mt nh gio.

Xin chn thnh cm n cc bn sinh vin ti k tc x K3, K4 to iu

kin cho cuc nghin cu khoa hc, dnh thi gian qu bu ca mnh tham gia

phng vn nhm, hon tt cc bng cu hi iu tra.

Xin chn thnh cm n cc cc bn QTKD K50 nhng ngi st cnh vi

ti trong sut qu trnh kha hc v c nhng li khuyn thit thc hon thnh

tt kha hc. Ti cng khng qun cm n nhng cng tc vin, nhng ngi bn

gip phng vn, m ha, nhp d liu v kim tra d liu.

Xin gi li cm n chn thnh n gia nh, ngi thn gip rt nhiu

trong sut qu trnh hc tp v nghin cu khoa hc.

Cui cng, xin knh chc Qu thy c v cc bn sc khe.

Xin trn trng cm n!

SINH VIN

Nguyn Th Kim Bu

iii

MC LC Trang

LI CAM OAN.....................................................................................................i

LI CM N .........................................................................................................ii

MC LC .............................................................................................................iii

DANH MC BNG .............................................................................................vii

DANH MC HNH .............................................................................................viii

LI M U .........................................................................................................1

CHNG 1: TNG QUAN ...................................................................................2

1.1 S cn thit ca ti........................................................................................2

1.2 Mc tiu nghin cu ..........................................................................................3

1.4 i tng v phm vi nghin cu ......................................................................4

1.5 ng gp ca ti ...........................................................................................4

1.5.1 V mt l thuyt .............................................................................................4

1.5.2 V mt thc tin .............................................................................................5

1.6 Cu hi nghin cu............................................................................................5

1.6.1 Cu hi nghin cu tng qut: ........................................................................5

1.6.2 Cu hi nghin cu c th: .............................................................................5

1.7 Kt cu ca lun vn..........................................................................................5

CHNG 2: C S L THUYT V M HNH NGHIN CU .......................6

2.1 Gii thiu ..........................................................................................................6

2.2 Khi nim v c im ca dch v. ..................................................................6

2.2.1 Khi nim v dch v. .....................................................................................6

2.2.2 c im ca dch v. ....................................................................................7

2.3 Cht lng dch v. ...........................................................................................8

2.4 M hnh cht lng dch v SERVQUAL .........................................................8

2.4.1 Nm khong cch ca cht lng dch v .......................................................9

2.4.2 Thnh phn ca cht lng dch v............................................................... 10

2.4.3 o lng cht lng dch v: thang o SERVQUAL ................................... 11

iv

2.4.4 Nhn xt v SERVQUAL ............................................................................. 13

2.5 S tha mn ca khch hng............................................................................ 13

2.5.1 nh ngha:................................................................................................... 13

2.5.2 Quan h cht lng dch v v s tha mn ca khch hng......................... 14

2.6 Mt s m hnh v s tha mn ....................................................................... 16

2.6.1 M hnh Teboul ............................................................................................ 16

2.6.2 M hnh tha mn khch hng theo chc nng v quan h (Parasuraman,

1994) .....................................................................................................................16

2.7Cc m hnh nghin cu lin quan.................................................................... 17

2.7.1 Nghin cu s hi lng ca sinh vin kinh t i vi k tc x 43, 45 Nguyn

Ch Thanh trng i hc kinh t thnh ph H Ch Minh....................................17

2.7.2 Nghin cu mc hi lng ca sinh vin KTX trng i hc An Giang......... 18

2.7.3 Nghin cu nh gi s tha mn ca sinh vin v cht lng ca mt s cc

dch v h tr ti trng i hc Bch Khoa thnh ph H Ch Minh....................18

2.7.4 Nghin cu cc thnh phn tc ng vo s hi lng ca sinh vin v cht

lng o to trng i hc Kinh t v Qun tr kinh doanh. ..............................19

2.8 M hnh nghin cu xut ............................................................................ 20

2.9 Tm tt ............................................................................................................ 24

CHNG 3: PHNG PHP NGHIN CU .................................................... 25

3.1 Gii thiu ........................................................................................................ 25

3.2 Thit k nghin cu ......................................................................................... 25

3.2.1 Nghin cu s b.......................................................................................... 27

3.2.1.1 Nghin cu nh tnh c thc hin thng qua: ........................................ 27

3.2.1.2 Kt qu nghin cu .................................................................................... 28

3.2.1.3 M hnh nghin cu thc nghim sau nh tnh.......................................... 32

3.2.2 Nghin cu chnh thc.................................................................................. 33

3.3 Mu nghin cu............................................................................................... 33

CHNG 4: KT QU NGHIN CU .............................................................. 34

4.1 M t mu ....................................................................................................... 34

v

4.2 Lm sch v x l d liu................................................................................ 36

4.3 nh gi thang o............................................................................................ 37

4.3.1 nh gi thang o bng h s tin cy Cronbach Alpha ................................. 38

4.3.1.1 Cronbach Alpha thang o Gi c ............................................................ 38

4.3.1.2 Cronbach Alpha thang o C s vt cht............................................... 39

4.3.1.3 Cronbach Alpha thang o Kh nng p ng.......................................... 39

4.3.1.4 Cronbach Alpha thang o Nng lc phc v.......................................... 39

4.3.1.5 Cronbach Alpha thang o S cm thng................................................. 40

4.3.1.6 Cronbach Alpha thang o Mc tin cy............................................... 40

4.3.1.7 Cronbach Alpha thang o Hi lng chung vi KTX ............................... 40

4.3.2 Phn tch nhn t khm ph - EFA................................................................ 43

4.3.2.1 Thang o cc thnh phn s hi lng ca sinh vin .................................... 43

4.3.2.2 Thang o ca s hi lng chung i vi k tc x K3, K4 ......................... 49

4.4 iu chnh m hnh nghin cu ....................................................................... 50

4.5 Thc hin mt s kim nh ............................................................................ 52

4.5.1 Phn tch tng quan v hi qui tuyn tnh ................................................... 52

4.5.1.1 Xem xt ma trn h s tng quan (r) ........................................................ 52

4.5.1.2 nh gi ph hp ca m hnh hi quy tuyn tnh bi.......................... 52

4.5.1.3 Kim nh cc gi thuyt ca m hnh ....................................................... 56

4.5.2 Kim nh phi tham s Kruskal Wallis v kim nh Bonferroni ............... 57

4.5.2.1 Thng k m t thang im Likert i vi cc thang o c rt ra t kt

qu phn tch hi qui (Ph lc s 7).......................................................................57

4.5.2.2 Kim nh .................................................................................................. 60

4.6. Tm tt chng 4 ........................................................................................... 62

CHNG 5: NGHAV KT LUN .............................................................. 63

5.1 Gii thiu ........................................................................................................ 63

5.2 Kt qu nghin cu.......................................................................................... 64

5.2.1 M hnh o lng ......................................................................................... 64

5.2.2 M hnh l thuyt ......................................................................................... 65

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5.2.3 Kt qu o lng s hi lng ca sinh vin i vi k tc x K3, K4 i hc Nha

Trang..................................................................................................................... 66

5.3 Nhng kin ngh nhm hon thin v nng cao mc hi lng ca sinh vin

i vi k tc x K3, K4 i hc Nha Trang.........................................................67

5.3.1 Nghin cu v kim sot s hi lng ca sinh vin thng qua cc yu t nh

hng n n l vic cn thc hin........................................................................67

5.3.2 Phn tch mc quan trng ca tng yu t tc ng vo s hi lng ca

sinh vin i vi k tc x K3, K4 c ngha quan trng trong vic nng cao s hi

lng ca sinh vin, c thi chnh sch ph hp gia tng s trung thnh ca

sinh vin i vi k tc x. ....................................................................................68

5.3.3 Tip tc pht huy im mnh, khc phc im yu ....................................... 68

5.4 Hn ch ca nghin cu v hng nghin cu tip theo................................... 70

TI LIU THAM KHO ..................................................................................... 71

PH LC

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DANH MC BNG Bng 2.1: Cc thnh phn ca cht lng dch v..................................................10

Bng 2.2: Nm thnh phn c bn ca cht lng dch v .....................................11

Bng 2.3: Mi quan h gia m hnh gc v m hnh hiu chnh...........................12

Bng 2.4: Ngun gc cc nhn t trong m hnh nghin cu ................................23

Bng 3.1: Cc bc nghin cu: ............................................................................25

Bng 3.2: Thang o v gi c.................................................................................29

Bng 3.3: Thang o v c s vt cht ....................................................................30

Bng 3.4: Thang o v kh nng p ng ..............................................................30

Bng 3.5: Thang o v nng lc phc v ...............................................................31

Bng 3.6: Thang o s cm thng .........................................................................31

Bng 3.7: Thang o v mc tin cy...................................................................31

Bng 3.8: Thang o v s hi lng chung ..............................................................32

Bng 4.1: Bng phn b mu theo gii tnh ...........................................................34

Bng 4.2: Bng thng k mu theo kha hc .........................................................34

Bng 4.3: Bng thng k mu theo khu vc...........................................................35

Bng 4.4: Cronbach Alpha ca cc thnh phn thang o s hi lng sinh vin i

vi KTX K3, K4 i hc Nha Trang ....................................................42

Bng 4.5: Kt qu EFA cui cng ca cc thnh phn s hi lng.........................45

Bng 4.6: Kt qu EFA thang o s hi lng ca sinh vin i vi k tc x K3,

K4 i hc Nha Trang..........................................................................50

Bng 4.7: Bng Model Summary v ANOVA .......................................................53

Bng 4.8: H s hi quy chun ha ca phng trnh ............................................55

Bng 4.9: Thng k m t thang o Nng lc phc v .......................................57

Bng 4.10: Thng k m t thang o S cm thng ...........................................58

Bng 4.11: Thng k m t thang o C s vt cht...........................................59

Bng 4.13: Bng thng k m t thang o Kh nng p ng.............................59

Bng 4.14: Bng thng k m t thang o Gi c ...............................................60

Bng 4.15: Bng thng k m t thang o Mc tin cy..................................60

viii

DANH MC HNH

Hnh 2.1: Nm khong cch ca cht lng dch v ................................................9

Hnh 2.2: Mi quan h gia cht lng dch v v s tha mn khch ..................15

Hnh 2.3: M hnh Teboul (1981)..........................................................................16

Hnh 2.4: M hnh tha mn theo chc nng v quan h (Parasuraman et al 1994)......16

Hnh 2.5: Nghin cu s hi lng ca sinh vin kinh t i vi KTX 43, 45 Nguyn

Ch Thanh trng HKT thnh ph H Ch Minh..................................18

Hnh 2.6: Nghin cu nh gi s tha mn ca sinh vin v cht lng ca mt s

cc dch v h tr trng HBK thnh ph H Ch Minh ......................19

Hnh 2.7: M hnh nghin cu ca Trn Xun Kin DLDG 2006. ......................20

Hnh 2.8: M hnh nghin cu xut...................................................................21

Hnh 3.1: Qui trnh thc hin nghin cu...............................................................26

Hnh 4.1: Biu thng k mu theo gii tnh.......................................................34

Hnh 4.2: Biu thng k mu theo kha hc......................................................35

Hnh 4.3: Biu thng k mu theo khu vc. ......................................................36

Hnh 4.4: M hnh nghin cu iu chnh..............................................................51

Hnh 4.5: th phn phi phn d.......................................................................54

1

LI M U Mc ch ca ti ny l xc nh cc yu t c kh nng tc ng vo s

hi lng ca sinh vin i vi k tc x K3, K4; xy dng cc thang o lng cc

yu t ny, xy dng v kim nh m hnh l thuyt v mi quan h gia cc yu

t ny vi s hi lng ca sinh vin khi h ti k tc x K3, K4.

Da vo c s l thuyt, cc nghin cu, o lng v s tha mn ca khch

hng c trn th trng th gii v nghin cu khm ph nh tnh ti k tc x,

ti a ra mt m hnh l thuyt v cc thang o nhng khi nim nghin cu.

Mt nghin cu nh lng c thc hin nh gi cc thang o v kim nh

m hnh l thuyt.

Kt qu kim nh v nhng lp lun cho thy cc thang o t yu cu (sau

khi c mt s iu chnh), m hnh l thuyt ph hp vi thng tin v a s cc gi

thuyt c chp nhn. C th cc yu t tc ng vo s hi lng ca sinh vin i

vi k tc x K3, K4 i hc Nha Trang l: C s vt cht ( = 0,382); Nng lc

phc v ( = 0,373); S cm thng ( = 0,344); Mc tin cy ( = 0,311); Kh

nng p ng ( = 0,156); Gi c ( = 0,143). ng thi kt qu nghin cu cng

ch ra rng c s khc bit v mc cm nhn cc yu t trn cc nhm sinh

vin khc nhau theo kha hc.

Kt qu ca nghin cu ny cho ra mt s hm thit thc i vi hot

ng kinh doanh dch v k tc x ca Nh trng. C th l n gip cho Nh

trng v ban qun l KTX xc nh r cc yu t tc ng vo s hi lng ca sinh

vin v cch thc o lng cc yu t ny. T nhng nh qun l k tc x c

th theo di v kim sot s hi lng ca sinh vin thng qua vic theo di, kim

sot v iu chnh cc yu t tc ng vo n. ng thi kt qu nghin cu ny

cng gip cho nhng nh qun l k tc x xc nh c cc yu t cn tp trung

u t gia tng s hi lng cho sinh vin, nng cao kh nng cnh tranh ca mnh

so vi i th cnh.

2

CHNG 1

TNG QUAN 1.1 S cn thit ca ti

Cc ngnh dch v ngy cng chng t vai tr quan trng trong s pht trin

nn kinh t quc gia. Nn kinh t Vit Nam ngy cng hi nhp vo nn kinh t th

gii. To iu kin cho cc ngnh dch v trong nc pht trin l xu hng pht

trin tt yu ca nn kinh t nc ta. Tt c cc ngnh dch v mun t hiu qu

phi thng qua s t chc, iu hnh ca con ngi. Vic o to ngun nhn lc

gn lin vi s pht trin ca nn kinh t quc gia, nht l trong thi k hi nhp ca

nc ta hin nay.

Thc t kinh t, x hi cho thy vn cp thit hin nay l phi pht trin

con ngi mt cch ton din.

Nn tng ca s pht trin con ngi l tri thc. Nhng ng gp quan trng

nht l n t cc trng i hc.

Song song vi tc pht trin kinh t th i sng ca ngi dn c nng

ln r rt. V vy, nhu cu v hc tp, v gio dc l mt nhu cu rt ln v gio dc

l mt trong nhng lnh vc u tin hng u trong cng cuc xy dng v i mi

t nc. Xt v mt qun l th hot ng gio dc cng nh nhiu loi hnh hot

ng tng t khc, l hot ng cung ng dich v cho con ngi v khch hng

trc tip ca n chnh l hc sinh sinh vin.

Ti cc trng i hc, sinh vin nhn c rt nhiu cc dch c cung

cp ti trng. Ngoi cc dch v c nh hng trc tip n cng tc o to th

khng th khng nhc n cc dch v h tr hc tp nhm gip cng tc o to

hiu qu cao nht. Dch v k tc x l mt dch v khng th thiu ti cc trng

i hc, n c mt tm quan trng nh hng gin tip n hiu qu o to. Hin

nay, cc trng i hc Vit Nam hu ht u c k tc x ti trng. Vic thm

d kin ca sinh vin v k tc x cng thng c t chc ti cc din n. Tuy

nhin, nhng kin trn thng khng c ton din v chnh xc v tm l e ngi

3

v khng dm ni thng, v vy cc nh qun l nn chng tm cch tt hn o

lng v m t s hi lng ca sinh vin. Kt qu t c t nhng nghin cu

ny s gip cc nh qun l nhn ra c vn v cht lng cn gii quyt v

gim thiu c khong cch gia ci mong i v ci nhn c.

Trng i hc Nha Trang l mt trong nhng trng c s lng sinh vin

thuc hng cao nht khu vc duyn hi Nam Trung b. Do , s lng sinh vin

c nhu cu mun trong k tc x (KTX) cng theo m tng theo hng nm

nhng iu ny cng ko theo cht lng ca KTX ca nh trng ni chung v

KTX K3-K4 ni ring li gim i. iu ny nh hng rt nhiu n kt qu hc

tp cng nh nh hng ti cuc sng sinh hot v hc tp hng ngy ca sinh vin.

V vy, ti quyt nh thc hin ti nh gi mc hi lng ca sinh vin

i vi k tc x K3-K4 trng i hc Nha Trang .

1.2 Mc tiu nghin cu

- Xc nh cc nhn t nh hng n s hi lng ca sinh vin i vi k tc

x K3, K4 trng i hc Nha Trang v tm quan trng ca tng nhn t .

- nh gi bng cm nhn ca sinh vin i vi k tc x K3, K4 trng i

hc Nha Trang, trn c s a ra mt s gi v chnh sch nhm nng dch v

k tc x phc v cho sinh vin, tha mn hn nhu cu ca sinh vin.

1.3 Phng php nghin cu

Vi mc tiu nghin cu nh trn, nghin cu ny c tin hnh theo hai

giai on l nghin cu s b s dng phng php nh tnh v nghin cu chnh

thc s dng phng php nh lng.

Giai on nghin cu s b: Giai on ny c thc hin thng qua

phng php nh tnh, n lin quan cht ch n vic xc nh vn nghin cu.

u tin l i xc nh cc tiu thc dng nh gi s hi lng ca sinh vin da

trn c s tham kho ti liu, bi bo, cc cng trnh nghin cu c lin quan, t

xy dng cc tiu thc cn kho st v nh gi.

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Qu trnh tip xc vi cc bn sinh vin ti k tc x, cng vi ng vai v

kinh nghim bn thn s gip pht hin cc tiu thc khng cn thit v b sung cc

yu t mi tc ng n s hi lng ca sinh vin.

Sau khi ra cc tiu ch trong tng tiu thc, l n tho lun nhm (Focus

Group), tho lun tay i vi sinh vin ti k tc x K3, K4 v cc tiu ch xut

ca nghin cu, t khm ph, b sung cho m hnh nghin cu xut.

Nghin cu chnh thc: Nghin cu chnh thc c thc hin bng

phng php nh lng, dng k thut thu thp thng tin trc tip bng phng vn.

Trn c s d liu thu c qua phng vn cc bn sinh vin s tin hnh phn

tch mu nghin cu, kim nh thang o, phn tch cc nhn t khm ph qua phn

mm x l s liu thng k SPSS1 11.5. Sau tin hnh kim nh m hnh, xc

nh cc nhn t nh hng n s hi lng ca sinh vin khi ti k tc x K3, K4

bng k thut phn tch nh lng.

1.4 i tng v phm vi nghin cu

- i tng nghin cu: Sinh vin hin ang ti k tc x K3, K4.

- Phm vi nghin cu:

+ V khng gian: nghin cu ti cc thng tin s c thu thp trc tip

KTX K3, K4 trng i hc Nha Trang.

+ V thi gian: Vic nghin cu thu thp s liu s c thc hin t thng

04/2012 n thng 05/2012.

1.5 ng gp ca ti

1.5.1 V mt l thuyt

ti gp phn h thng, cp nht cc l lun v o lng tha mn ca

khch hng v dch v khch hng. Lm r vai tr ca dch v k tc x ti cc

trng i hc v nhn thc ca mi ngi, v c bit l sinh vin v dch v k

tc x K3, K4 ni ring v k tc x ni chung. 1 Theo kinh nghim ca Chu Nguyn Mng Ngc - ngi ng tc gi cun sch Phn tch d liu vi SPSS th phin bn SPSS 11.5 chy n nh hn nhiu phin bn khc.

5

1.5.2 V mt thc tin

ti nh gi mc hi lng ca sinh vin i vi k tc x K3, K4 ti

trng i hc Nha Trang cng nh thy c dch v k tc x ca nh trng

p ng nhu cu sinh vin nh th no. T , xut mt s kin ngh nhm hon

thin hn h thng dch v k tc x K3, K4 ni ring v dch v k tc x ca

trng i hc Nha Trang ni chung.

1.6 Cu hi nghin cu

1.6.1 Cu hi nghin cu tng qut:

Sinh vin c hi lng vi k tc x K3, K4 trng i hc Nha Trang hay

khng?

1.6.2 Cu hi nghin cu c th:

- Sinh vin c hi lng v gi c ti KTX khng?

- Sinh vin c hi lng v c s h tng v trang thit b ti KTX khng?

- Nhu cu ca sinh vin ti KTX c c p ng y khng?

- Nng lc phc v ca KTX nh th no?

- Nh trng c quan tm n i sng ca sinh vin ti KTX khng?

1.7 Kt cu ca lun vn

Ngoi mc lc, li cm n, danh mc bng, danh mc hnh, tm tt, ph lc.

ti bao gm 05 chng, trnh by ni dung v kt lun. Kt cu v tn gi c th

nh sau. Chng 1 gii thiu tng quan v ti nghin cu. Chng 2 trnh by

c s l thuyt v s tha mn ca khch hng, mi quan h ca n vi cc khi

nim c lin quan, cc yu t tc ng n s tha mn ca khch hng v xy

dng m hnh l thuyt cho nghin cu. Chng 3 trnh by phng php nghin

cu xy dng, nh gi thang o v kim nh m hnh l thuyt cng cc gi

thuyt ra. Chng 4 trnh by phng php phn tch thng tin v kt qu nghin

cu. Cui cng chng 5 tm tt nhng kt qu nghin cu, nhng hm ca

nghin cng nh cc hn ch ca nghin cu nh hng cho cc nghin cu tip

theo.

6

CHNG 2

C S L THUYT V M HNH NGHIN CU 2.1 Gii thiu Chng 1 gii thiu tng quan v ti nghin cu. Chng 2 ny s gii

thiu cc l thuyt v s tha mn ca khch hng v cc khi nim c lin quan

nh cht lng dch v, s tha mn khch hng c xy dng v pht trin

trn th gii. ng thi, chng ny chng ta cng a ra mt m hnh l thuyt v

xy dng gi thuyt cho vn nghin cu.

2.2 Khi nim v c im ca dch v.

2.2.1 Khi nim v dch v.

C th ni rng, khi nim v dch v l mt khi nim rt ph bin. C rt

nhiu nh ngha v dch v.

Dch v l nhng hnh vi, qu trnh, cch thc thc hin mt cng vic no

nhm to ra gi tr s dng cho khch hng, lm tha mn nhu cu v mong i

ca khch hng (Zeithaml & Britner 2000).

N lc nh ngha v o lng cht lng u bt ngun t ngnh sn xut

sn phm hu hnh. Theo trit l ca Nht Bn th cht lng l khng c li

lm ng ngay t u. i vi sn phm hu hnh th ngi tiu dng nh gi

kh d dng v cn c vo hnh dng thit k sn phm, mu sc ca bao b,Hay

ni cch khc ngi tiu dng c th s, ngi, nhn hoc nm sn phm trc khi

mua. Nhng i vi dch v, hay ni cch khc dch v l sn phm v hnh, vic

nh gi cht lng mt dch v kh khn hn nhiu. iu ny c th gii thch da

vo cc c im ca dch v. L thuyt v marketing dch v cho rng dch v bao

gm bn c im c bn l v hnh, khng ng nht, khng th tch ly, v khng

lu gi c.

7

2.2.2 c im ca dch v.

Th nht, phn ln dch v c xem l sn phm v hnh. Dch v khng

th cn, ong, o, m, tn tr, th nghim hoc kim nh trc khi mua, kim

tra cht lng. Vi l do l v hnh, nn cng ty cm thy rt kh khn trong vic

tm hiu khch hng nhn thc nh th no v dch v v nh gi cht lng dch

v (Robinson 1999).

Th hai, dch v khng ng nht, c bit i vi nhng dch v bao hm

sc lao ng ca con ngi cao. L do l hot ng ca dch v thng thay i t

cc nh cung cp dch v, t khch hng, v cht lng dch v cung cp cng

khc theo tng ngy, thng, v nm kinh doanh. Vic i hi cht lng ng nht

t i ng nhn vin cng s rt kh m bo (Caruna & Pitt 1997). L do l

nhng g m cng ty d nh phc v th c th hon ton khc vi nhng g m

ngi tiu dng nhn c.

Th ba, sn xut v tiu th i vi nhiu loi hnh dch v th khng th

tch ri (Caruna & Pitt 1997). Cht lng ca dch v khng c sn xut trong

nh my, ri chuyn n nguyn hin trng dch v n ngi tiu dng. i vi

nhng dch v c hm lng lao ng cao, v d nh cht lng xy ra trong qu

trnh chuyn giao dch v, th cht lng dch v th hin trong qu trnh tng tc

gia khch hng v nhn vin ca cng ty cung cp dch v (Svensson 2002). i

vi nhng dch v i hi c s tham gia kin ca ngi tiu dng nh dch v

ht tc, khm cha bnh, th cng ty dch v t thc hin vic kim sot , qun l

v cht lng v ngi tiu dng nh hng n qu trnh ny. Trong cc trng

hp nh vy, kin ca khch hng nh m t kiu tc ca mnh mun, hoc bnh

nhn m t cc triu chng cho bc s, s tham gia kin ca khch hng tr ln

quan trng i vi cht lng ca hot ng dch v.

Sau cng l dch v khng th ct gi, lu kho ri em bn nh cc hng

ha khc. Tnh khng lu gi c ca dch v s khng thnh vn khi m nhu

cu n nh. Khi nhu cu thy i, cc cng ty dch v s gp kh khn. V d nh

8

cc cng ty vn ti cng cng, c nhiu phng tin hn gp bi so vi s lng

cn thit theo nhu cu bnh thng trong sut c ngy m bo phc v cho nh

cu vo nhng gi cao im. Chnh v vy, dch v l sn phm c s dng khi

to thnh v kt thc ngay sau .

2.3 Cht lng dch v. Cht lng dch v l mt khi nim gy nhiu ch v tranh ci trong cc

ti liu nghin cu bi v cc nh nghin cu gp nhiu kh khn trong vic nh

ngha v o lng cht lng dch v m khng h c s thng nht no.

Trong mt thi gian di, nhiu nh nghin cu c gng ch ngha v o

lng cht lng dch v. Ly v d, Lehtinen & Lehtinen (1982) cho l cht lng

dch v phi c nh gi trn hai kha cnh l qu trnh cung cp dch v v

kt qu ca dch v. Gronroos (1984) cng ngh hai lnh vc ca cht lng dch

v l cht lng k thut v cht lng chc nng. Parasuraman & ctg (1985)

cng a ra m hnh nm khong cch v nm thnh phn cht lng dch v, gi

tt l SERVQUAL.

2.4 M hnh cht lng dch v SERVQUAL Parasuraman & ctg (1985, 1988) khi dng nghin cu v cht lng

dch v v c nhiu nh nghin cu cho l kh ton din. Nhiu nh nghin cu

nh ngha cht lng dch v l khong cch gia mong i v dch v ca khch

hng v nhn thc ca h khi qua s dng dch v. Cui cng, cc tc gi a ra

thang o gm 05 thnh phn: tin cy; tnh p ng; s ng cm; nng lc phc

v v cc phng tin hu hnh. Cc thnh phn c o bng nhiu bin quan st

v gi tt l thang o SERVQUAL. Trong cc m hnh cht lng dch v, c l

ph bin nht l m hnh SERVQUAL. Di y l mt s ni dung l thuyt lin

quan n nm khong cch ca cht lng dch v, cc thnh phn cng nh o

lng cht lng dch v theo Parasuraman v cng s..

9

2.4.1 Nm khong cch ca cht lng dch v

Hnh 2.1: Nm khong cch ca cht lng dch v

(Ngun: Parasuraman & ctg, 1985:44) Khong cch th nht xut hin khi c s khc bit gia k vng ca khch

hng v cht lng dch v v nh qun tr dch v cm nhn v k vng ny ca

khch hng.

Khong cch th hai xut hin khi cng ty dch v gp kh khn trong vic

chuyn i nhn thc ca mnh v k vng ca khch hng thnh nhng c tnh

cht lng ca dch v.

Khong cch th ba xut hin khi nhn vin dch v khng chuyn giao dch

v cho khch hng theo nhng tiu ch c xc nh.

Khong cch th t l nhng ha hn trong cc chng trnh qung co

khuyn mi c th lm gia tng k vng ca khch hng nhng cng s lm gim

cht lng m khch hng cm nhn c khi chng khng c thc hin theo

10

ng nhng g ha hn.

Cui cng, khong cch th nm xut hin khi c s khc bit gia cht

lng k vng bi khch hng v cht lng h cm nhn c (cht lng dch v

ph thuc vo khong cch th nm ny).

2.4.2 Thnh phn ca cht lng dch v

M hnh cht lng dch v ca Parasuraman & ctg (1985) cho rng: bt k

dch v no, cht lng ca dch v cm nhn bi khch hng c th m hnh thnh

10 thnh phn, l:

Bng 2.1: Cc thnh phn ca cht lng dch v

STT Thnh phn Ni dung

1 Tin cy Kh nng thc hin dch v ph hp v ng thi hn ngay t u

2 p ng S mong mun v sn sang ca nhn vin phc v cung cp dch v cho khch hng

3 Nng lc phc v Trnh chuyn mn thc hin nhim v

4 Tip cn To iu kin d dng cho khch hng trong vic tip cn vi dch v

5 Lch s Tnh cch phc v nim n, tn trng v thn thin vi khch hng

6 Thng tin Giao tip, thng t cho khch hng bng ngn ng m h hiu bit d dng v lng nghe khch hng

7 Tn nhim Kh nng to lng tin cho khch hng, lm cho khch hng tin cy vo cng ty

8 An ton Kh nng bo m s an ton cho khch hng v vt cht, ti chnh, bo mt thng tin

9 Hiu bit khch hng Hiu bit nhu cu khch hng

10 Phng tin hu hnh Ngoi hnh, trang phc ca nhn vin, trang thit b phc v cho dch v

M hnh mi thnh phn ca cht lng dch v nu trn c u im l bao

qut hu ht mi kha cnh ca dch v. Tuy nhin, m hnh ny c nhc im l

phc tp trong vic o lng. Hn na m hnh ny mang tnh l thuyt, c th s

11

c nhiu thnh phn ca m hnh cht lng dch v ny khng t c gi tr

phn bit. Do , qua nhiu ln kim nh m hnh, cc nh nghin cu a ra

m hnh gm c 05 thnh phn c bn nh sau:

Bng 2.2: Nm thnh phn c bn ca cht lng dch v

STT Thnh phn Ni dung

1 Tin cy (reliability) Kh nng thc hin dch v ph hp v ng thi hn ngy t u

2 p ng (responsiveness) S mong mun v sn sng ca nhn vin phc v cung cp dch v cho khch hng

3 Nng lc phc v (assurance) Trnh chuyn mn thc hin nhim v, cung cch phc v nim n vi khch hng

4 ng cm (empathy) Quan tm, chm sc n tng c nhn khch hng

5 Phng tin hu hnh (tangibles) Ngoi hnh, trang phc ca nhn vin, trang thit b phc v cho dch v

2.4.3 o lng cht lng dch v: thang o SERVQUAL Parasuraman & ctg (1988) xy dng v kim nh thang o thnh phn

ca cht lng dch v gi l thang o SERVQUAL, bao gm 22 bin. Thang o

ny c cc tc gi kim nghim v iu chnh nhiu ln v kt lun rng n

ph hp vi mi loi hnh dch v (Parasuraman & ctg 1991). Cui cng, thang o

c xy dng bao gm 21 bin quan st nh sau:

Thnh phn tin cy (reliability)

1. Khi cng ty xyz ha lm iu g vo thi gian no th h s lm.

2. Khi bn gp tr ngi, cng ty xyz chng t mi quan tn thc s mun gii quyt tr ngi .

3. Cng ty xyz thc hin dch v ng ngay t ln u.

4. Cng ty xyz cung cp dch v ng nh thi gian h ha.

5. Cng ty xyz lu khng xy ra mt sai st no.

Thnh phn p ng (responsiness)

6. Nhn vin cng ty xyz nhanh chng thc hin dch v cho bn.

7. Nhn vin cng ty xyz lun sn sng gip bn.

12

8. Nhn vin cng ty xyz khng bao gi qu bn n ni khng p ng yu cu ca bn.

Thnh phn nng lc phc v (assurance) 9. Cch c x ca nhn vin xyz gy nim tin cho bn. 10. Bn cm thy an ton trong khi giao dch vi cng ty xyz. 11. Nhn vin cng ty xyz lun nim n vi bn. 12. Nhn vin cng ty xyz c hiu bit tr li cu hi ca bn.

Thnh phn ng cm (empathy) 13. Cng ty xyz lun c bit ch n bn. 14. Cng ty xyz c nhn vin bit quan tm n bn. 15. Cng ty xyz ly li ch ca bn l iu tm nim ca h. 16. Nhn vin cng ty xyz hiu r nhng nhu cu ca bn.

Thnh phn phng tin hu hnh (tangibility) 17. Cng ty xyz c trang thit b rt hin i. 18. Cc c s vt cht ca cng ty xyz trng rt hp dn. 19. Nhn vin cng ty xyz n mc rt tm tt. 20. Cc phng tin vt cht ca cng ty xyz c lin quan n dch v trng rt p. 21. Cng ty xyz lm vic vo nhng gi thun tin. Mi quan h gia m hnh gc (1985) v m hnh hiu chnh (1988) c

trnh by bng 2.3.

Bng 2.3: Mi quan h gia m hnh gc v m hnh hiu chnh

M hnh gc M hnh hiu chnh Tin cy Tin cy p ng p ng

Phng tin hu hnh Phng tin hu hnh Nng lc phc v

Lch s Tn nhim An ton

Nng lc phc v

Tip cn Thng tin

Hiu bit khch hng

ng cm

13

2.4.4 Nhn xt v SERVQUAL Parasuraman & ctg (1991, 1993) khng nh rng SERVQUAL l thang o

hon chnh v cht lng dch v, t gi tr v tin cy, v c th c ng dng

cho mi loi hnh dch v khc nhau. Tuy nhin, mi ngnh dch v c th c nhng

c th ring ca chng. Nhiu nh nghin cu khc cng kim nh thang o

ny vi nhiu loi hnh dch v cng nh ti nhiu quc gia khc nhau. Kt qu cho

thy cc thnh phn ca cht lng dch v khng thng nht vi nhau tng

ngnh dch v v tng th trng khc nhau. Ly v d Bojanic (1991) kim nh

SERVQUAL vi dch v kim ton; Cronin & Taylor (1992) vi dch v git kh;

Dabholkar & ctg (1996) vi dch v bn l; Lassar & ctg (2000) v Mehta & ctg

(2000) vi dch v ngn hng; Th & ctg (2003) vi dch v gii tr ngoi tri,...

Kt qu kim nh cho thy cht lng dch v khng thng nht vi nhau

tng ngnh dch v v tng th trng khc nhau. Ly v d, Mels & ctg (1997),

trong mt nghin cu thc tin ca mnh, kt lun rng cht lng dch v siu th

ch bao gm hai thnh phn: phng tin hu hnh v nhn vin phc v. Th & ctg

(2003) kim nh SERVQUAL cho th trng khu vui chi gii tr ngoi tri ti

TPHCM cho thy, cht lng dch v ny bao gm bn thnh phn: tin cy, kh

nng phc v ca nhn vin, s ng cm, v phng tin hu hnh. kt lun, do

c th ca mi loi hnh dch v nn nh nghin cu cn phi iu chnh thang o

SERVQUAL ph hp vi tng nghin cu c th.

2.5 S tha mn ca khch hng

2.5.1 nh ngha: C rt nhiu nh ngha khc nhau v s tha mn ca khch hng nh:

S tha mn l mc ca trng thi cm gic ca mt ngi bt ngun t

vic so snh kt qu thu c t nhng sn phm vi nhng k vng ca ngi

(Kotler 2001).

S tha mn l s phn ng ca ngi tiu dng i vi vic c lng s

khc nhau gia nhng mong mun trc (hoc nhng tiu chun cho s th

14

hin) v s th hin thc s ca sn phm nh l mt s chp nhn sau khi dng n

(Tse & Wilton 1988).

Cn kh nhiu nhng nh ngha khc nhau v s tha mn ca khch

hng cng nh kh nhiu tranh ci v n nh: ngi tiu dng c th tha mn

hay khng tha mn vi cng mt mc tha mn nhn c, vi nhu cu cn

c tha mn nhiu hn ca ngi tiu dng hin nay th c kin cho rng

mc tha mn khch hng trong hin ti c th l s khng tha mn ( mt mc

tng tng cao hn).

Chnh v nhng l do trn lm cho vic nh ngha chnh xc v s tha mn

cng tr nn kh khn hn. Mt nh nghin cu ch ra rng: Mi ngi u bit

rng tha mn l g? cho n khi c yu cu a ra mt nh ngha v n. n

lc th hu nh khng ai bit (Fehr & Russell 1984).

Tuy nhin, chng ta c th hiu s tha mn khch hng theo nh ngha

sau y: S tha mn l s phn ng ca ngi tiu dng i vi vic p ng

nhng mong mun (Oliver 1997). nh ngha ny c hm rng: S tha mn

chnh l s hi lng ca ngi tiu dng trong vic tiu dng sn phm hoc dch v

do n p ng c nhng mong mun ca h, bao gm c mc p ng trn

mc mong mun v di mc mong mun.

Do phm vi nghin cu ca ti nn chng ta ch tp trung phn tch s

tha mn ca khch hng trong lnh vc dch v. T nh ngha trn, chng ta c

th suy ra rng: S tho mn ca khch hng i vi mt dch v l s phn ng

ca khch hng i vi vic c dch v p ng nhng mong mun ca h.

Mi quan h gia s tha mn ca khch hng trong lnh vc dch v v

nhng khi nim quan trng khc trong lnh vc ny s c trnh by r nhng

mc tip theo.

2.5.2 Quan h cht lng dch v v s tha mn ca khch hng

Nhiu nghin cu cho thy cht lng dch v v s tha mn nhu cu khch

hng l hai khi nim phn bit (Zeithaml & Bitner 2000), ng thi kim nh

15

v chng minh mi quan h gia cht lng dch v v s tha mn khch hng

(Cronin & Taylor 1992; Spreng & Mackoy 1996). Song rt t nghin cu tp trung

vo vic kim nh mc gii thch ca cc thnh phn cht lng dch v i vi

s tha mn khch hng , c bit l trong tng ngnh dch v c th (Lassar & ctg

2000). Zeithaml & Bitner (2000) xem cht lng dch v nh l mt yu t tc

ng vo s tha mn ca khch hng.

Hnh 2.2: Mi quan h gia cht lng dch v v s tha mn khch Nh vy r rng l s tha mn ca khch hng l mt khi nim rng, bao

gm cc yu t tc ng n n nh l: cht lng dch v, cht lng sn phm,

gi, cc nhn t tnh hung, cc nhn t c nhn.

Mt khi nim khc nhau na dng phn bit hai khi nim cht lng

dch v v s tha mn l s chp nhn dch v c th xut hin m khng cn

khch hng phi c kinh nghim thc t vi t chc.V d nh: nhiu ngi c th

bit rng khch sn New World l mt khch sn c cht lng dch v rt cao, mc

d chng ta cha h .

(Ngun: Zeithaml & Bitner (2000), Services Marketing, Mc Graw-Hill)

Nhng nhan to ca nhan (Personal Factors)

Cht lng dch v (Service Quality)

Cht lng sn phm (Product Quality)

Gia (Price)

S thoa man cua khach hang

(Customer Satisfaction)

Nhng nhan to tnh huong (Situation Factors)

16

2.6 Mt s m hnh v s tha mn

2.6.1 M hnh Teboul

Hnh 2.3: M hnh Teboul (1981) M hnh th hin mt bc tranh n gin v s tho mn ca khch hng. S

tha mn ca khch hng c th hin ca phn giao nhau gia kh nng ca

doanh nghip v nhu cu ca khch hng. Khi phn giao nhau cng ln ngha l s

tha mn ca khch hng cng tng. Tuy nhin, m hnh ny qu n gin nn cha

th hin c cc yu t no tc ng n s tha mn ca khch hng.

2.6.2 M hnh tha mn khch hng theo chc nng v quan h (Parasuraman,

1994)

Hnh 2.4: M hnh tha mn theo chc nng v quan h (Parasuraman et al 1994)

Nhu cu ca khch hng c p ng

Nhu cu ca khch hng

Kh nng ca doanh nghip

Gi c

Cht lng dch v

Cht lng sn phm

Dch v lin h

Cht lng quan h

S tha mn chc nng S tha

mn ton phn

Mi quan h

17

Theo m hnh, s tha mn ca khch hng ph thuc vo cc c tnh sn

phm/dch v v cc mi quan h. S tha mn ca khch hng c cu thnh t 2

thnh phn:

- Tha mn chc nng: s tha mn t c do mua c dch v t c

cht lng vi gi c ph hp.

- Mi quan h: mi quan h c c t qu trnh giao dch kinh doanh tch

ly theo thi gian nh s tin tng vo nh cung cp dch v, kh nng chuyn mn

ca nhn vin, thi phc v khch hng.

S tha mn chc nng v mi quan h li chu nh hng ca cc yu t sau:

- Gi c: l gi tr sn phm hay dch v c quy i ra tin. Gi c ph

thuc vo nhiu yu t nh cht lng, thng hiu, dch v i km

- Cht lng sn phm: l yu t quan trng nh hng n quyt nh mua

dch v, nu cht lng khng tt s nh hng n tnh hnh hot ng ca nh

cung cp dch v.

- Cht lng dch v: s tha mn ca khch hng b chi phi mnh bi yu

t cht lng dch v.

- Dch v lin h v cht lng lin h: nhng nhn t lin quan n trnh

nghip v, thi nhn vin thc hin ng nhng g cam kt, uy tn vi

khch hng, s nh hng n s tha mn ca khch hng

2.7 Cc m hnh nghin cu lin quan 2.7.1 Nghin cu s hi lng ca sinh vin kinh t i vi k tc x 43, 45

Nguyn Ch Thanh trng i hc kinh t thnh ph H Ch Minh.

Mc ch ca nghin cu ny l tm ra nhng nhn t nh hng n mc

hi lng ca sinh vin i vi KTX v t ra gii php gip nh trng ci

thin cht lng KTX phc v tt nht cho nhu cu hc tp ca sinh vin.

ti nghin cu xut m hnh nghin cu s hi lng ca sinh vin

i vi k tc x da vo m hnh SERVQUAL nh sau:

18

Hnh 2.5: Nghin cu s hi lng ca sinh vin kinh t i vi KTX 43, 45 Nguyn Ch Thanh trng HKT thnh ph H Ch Minh

2.7.2 Nghin cu mc hi lng ca sinh vin KTX trng i hc An Giang

Lun vn ch ra c cc nhn t nh hng n mc hi lng ca

sinh vin v KTX v ra mt s gii php gip nh trng c th khc phc v

cht lng KTX.

Cc nhn t nh hng n mc hi lng ca sinh vin i vi KTX c

lun vn a ra l:

- Phng tin hu hnh

- Kh nng p ng

- Nng lc phc v

- Mc tin cy

- S cm thng

- Gi c

2.7.3 Nghin cu nh gi s tha mn ca sinh vin v cht lng ca mt s

cc dch v h tr ti trng i hc Bch Khoa thnh ph H Ch Minh

Mc ch chnh ca cng trnh ny l xc nh khong cch s mong i v

cm nhn ca sinh vin v mc dch v hin ti da trn cc thnh phn cht

lng dch v ca SERVQUAL, xc nh tm quan trng ca cc thnh phn dch

Gi

Mc tin cy

Phng tin hu hnh

Nng lc phc v

Kh nng p ng

S cm thng

S hi lng ca sinh vin

19

v gip tm ra nguyn nhn ca vn cht lng, l c s ci thin cc vn

ny tt hn, nh trng s bit c sinh vin mun g v bit phi hnh ng

nh th no, mt hot ng thit thc ng gp vo s nghip gio dc chung.

i tng nghin cu ca ti ny l cc sinh vin HBK t nm 3 tr ln.

y l i tng tri qua nhiu nm hc ti trng, s a ra nhn xt chnh xc

v ton din hn. Gii hn nghin cu ca ti ny: kho st cc loi dch v c

quan tm nht l: dch v th vin v dch v hnh chnh th tc ng k giy t.

Lun vn xut m hnh nghin cu nh gi s tha mn ca sinh vin

v cht lng mt s cc dch v h tr trng HBK thnh ph H Ch Minh nh sau:

Hnh 2.6: Nghin cu nh gi s tha mn ca sinh vin v cht lng ca mt s cc dch v h tr trng HBK thnh ph H Ch Minh

2.7.4 Nghin cu cc thnh phn tc ng vo s hi lng ca sinh vin v cht

lng o to trng i hc Kinh t v Qun tr kinh doanh.

Cng trnh nghin cu ny xc nh cc nhn t nh hng n s hi

lng ca sinh vin v a ra m hnh l thuyt v kim nh da trn cc l thuyt

trc .

Cc nhn t nh hng n s hi lng c tc gi cp y theo m

hnh sau:

S tha mn ca sinh vin

tin cy

p ng

bo m

hu hnh

thu cm

20

Hnh 2.7: M hnh nghin cu ca Trn Xun Kin DLDG 2006.

2.8 M hnh nghin cu xut

Qua nghin cu cc l thuyt v s tha vi cht lng dch v, cng nh

thc tin cc m hnh nghin cu lin quan. Nghin cu ny tm thy nhng

nhn t c quan h vi nhau trong cc l thuyt v m hnh nghin cu tiu biu

trc y c th hin trong bng ( bng 1). Trn c s tc gi thy rng s hi

lng ca sinh vin lin quan n nhiu yu t nh sau:

- Gi c: l gi tr sn phm hay dch v c quy i ra tin. Gi c ph

thuc vo nhiu yu t nh cht lng, thng hiu, dch v i km

- C s vt cht: l yu t quan trng nh hng n quyt nh mua dch

v, nu cht lng khng tt s nh hng n tnh hnh hot ng ca nh cung

cp dch v.

- Kh nng p ng: ni n vic cung cp cc dch v nhm tha mn

khch hng.

- Nng lc phc v: cp n s nhit tnh, kh nng c th ca nh cung

ng dch v i vi khch hng.

- S cm thng: th hin s quan tm chm sc n tng c nhn khch

hng.

- Mc tin cy: ni ln kh nng thc hin dch v ph hp v ng thi

hn ngay t u.

C s vt cht

S nhit tnh ca cn b v ging vin

i ng ging vin

Kh nng thc hin cam kt

S quan tm ca Nh trng

S hi lng

21

Sau y l m hnh nghin cu l thuyt:

Hnh 2.8: M hnh nghin cu xut Cc gi thuyt:

H1: Thnh phn gi c c sinh vin nh gi cao th s hi lng ca sinh

vin i vi KTX cng tt v ngc li. Hay ni cch khc, thnh phn gi c v s

hi lng c mi quan h cng chiu.

H2: Thnh phn c s vt cht c sinh vin nh gi cao th s hi lng

ca sinh vin i vi KTX cng tt. Ni cch khc, gia c s vt cht v s hi

lng ca sinh vin i vi KTX c mi quan h ng bin.

H3: C mi quan h ng bin gia kh nng p ng v s hi lng ca

sinh vin i vi KTX, tc l khi kh nng p ng c gia tng th s hi lng

ca sinh vin i vi KTX cng gia tng.

H4: Thnh phn nng lc phc v c sinh vin nh gi cao th s hi

lng ca sinh vin i vi KTX cng cao. Ni cch khc, gia nng lc phc v v

s hi lng ca sinh vin i vi KTX c mi quan h ng bin.

H5: C mi quan h cng chiu gia s cm thng ca KTX vi s hi lng

ca sinh vin, tc l thnh phn s cm thng c nh gi cao th s hi lng ca

sinh vin i vi KTX cng tt.

Gi c

C s vt cht

Kh nng p ng

Nng lc phc v

S cm thng

Mc tin cy

Hi lng ca

sinh vin

H1

H2

H3

H4

H5

H6

22

H6: Khi thnh phn mc tin cy c nh gi cao th s hi lng ca

sinh vin i vi KTX cng tng. Ngha l c mi quan h ng bin gia mc

tin cy v s hi lng ca sinh vin i vi KTX.

M hnh l thuyt vi cc gi thuyt s c kim nh bng phng php

hi quy a bin vi mc ngha 5% theo m hnh sau:

Y = 0 + 1X1 + 2X2+ 3X3+ 4X4 + 5X5 + 6X6

Trong :

Y: S hi lng ca sinh vin.

X1, X2, X3,.., X6: Cc yu t nh hng n s hi lng ca sinh vin.

1, 2, 3,, 6: Cc tham s hi quy.

23

Bng 2.4: Ngun gc cc nhn t trong m hnh nghin cu

Nghin cu s hi lng ca sinh vin i vi KTX 43,45 Nguyn Ch Thanh

Nhn t theo m hnh nghin cu ca sinh vin trng i hc

An Giang

Nghin cu nh gi s tha mn v cht lng cc dch v h tr trng HBK,

HCM

Nhn t theo m hnh Trn Xun Kin DLDG 2006.

Nhn t theo m hnh l thuyt ca

tc gi

Gi Gi Gi c

Mc tin cy Tin cy tin cy Kh nng thc hin cam kt Mc tin cy

Phng tin hu hnh Phng tin hu hnh hu hnh C s vt cht

C s vt cht

Nng lc phc v Nng lc phc v Nng lc phc v

Kh nng p ng p ng p ng Kh nng p ng

S cm thng S cm thng thu cm S quan tm ca Nh trng S cm thng

bo m

i ng ging vin

S nhit tnh ca cn b v ging vin

( Ngun: Tng hp ca tc gi)

24

2.9 Tm tt

Chng 2 ny trnh by cc l thuyt c lin quan n s tha mn ca

khch hng v xy dng m hnh l thuyt biu din s tc ng ca cc yu t

vo s hi lng ca sinh vin t k tc x K3, K4. C th cc yu t ny l: Gi

c, c s vt cht, kh nng p ng, nng lc phc v, s cm thng, mc tin

cy. Cc gi thuyt ny c t ra rng nu cm nhn ca sinh vin v s tt p

ca cc yu t trn cng cao th s hi lng ca h i vi k tc x cng cao.

Chng tip theo chng ta s trnh by phng php nghin cu c thc

hin xy dng v nh gi cc thang o lng v kim nh s ph hp ca m

hnh l thuyt.

25

CHNG 3 PHNG PHP NGHIN CU

3.1 Gii thiu Chng ny nhm mc ch gii thiu m hnh s hi lng ca sinh vin

ti k tc x K3, K4. M hnh ny c xy dng trn c s l thuyt v cht lng

dch v, s tha mn khch hng v nghin cu nh tnh. Chng ny bao gm hai

phn chnh (1) nghin cu nh tnh, v (2) m hnh nghin cu.

3.2 Thit k nghin cu

Nh gii thiu Chng 1, nghin cu ny c tin hnh theo hai bc

chnh, (1) nghin cu s b v (2) nghin cu chnh thc.

Nghin cu s b: c thc hin thng qua phng php nh tnh s

dng k thut tho lun tay i v phng php ng vai. Nghin cu s b nh

tnh dng iu chnh v b sung cc bin quan st dng o lng khi nim

nghin cu. Nghin cu ny c thc hin trong thng 04/2012.

Nghin cu chnh thc: c thc hin bng phng php nh lng.

Nghin cu nh lng ny c thc hin thng quan phng php phng vn trc

tip sinh vin v c s dng kim nh li m hnh o lng cng nh m

hnh l thuyt v cc gi thuyt trong m hnh. Nghin cu ny c thc hin

trong thng 05/2012.

Qui trnh nghin cu

Qui trnh nghin cu c trnh by trong bng 3.1 v hnh 3.1 nh sau:

Bng 3.1: Cc bc nghin cu:

Bc

nghin

cu

Dng

nghin cu

Phng php

nghin cu K thut Thi gian a im

1 S b nh tnh Tho lun nhm 15/04 22/04/2012 KTX K3, K4

2 Chnh thc nh lng Phng vn trc tip 09/05 20/05/2012 KTX K3, K4

26

Hnh 3.1: Qui trnh thc hin nghin cu

iu chnh t qui trnh ca Nguyn Trng Hoi & ctg (2008)

Vn nghin cu

Nhng yu t no tc ng n s hi lng ca sinh vin khi KTX K3, K4 i hc Nha Trang?

Xc nh cc nhn t nh hng n sinh vin khi ti KTX K3, K4 i hc Nha Trang?

Nghin cu nh tnh Focus group vi sinh vin;

ng vai.

M hnh nghin cu thc nghim ngh

Thu thp d liu D liu s cp, d liu th cp

Nghin cu nh lng - Kim nh thang o - Phn tch nhn t - Phn tch hi qui - Phn tch thng k m t - Tng kt kt qu nghin cu

Gi t kt qu nghin cu

Tng quan l thuyt v cc nghin cu trc,

M hnh nghin cu khi nim

27

3.2.1 Nghin cu s b

c thc hin thng qua phng php nh tnh. Nghin cu ny dng

khm ph, iu chnh, v b sung m hnh s hi lng ca sinh vin cng nh cc

bin quan st dng o lng cc thnh phn ca n.

M hnh s hi lng v thnh phn ca n c xy dng da vo cc l

thuyt v cht lng dch v v s tha mn khch hng c xy dng trc

. C th l l thuyt Parsuraman, Zeithaml & Bitner (2000), nghin cu ca nhm

sinh vin i hc Kinh t Tp. HCM, n tt nghip ca sinh vin i hc An

Giang. Do vy chng cn c iu chnh, b sung cho ph hp vi k tc x ti

trng i hc Nha Trang.

L thuyt v phng php nghin cu cho thy tho lun nhm tp trung l

mt trong nhng cng c thch hp thc hin vic ny. Nghin cu ny s dng

phng php tho lun nhm tp trung. Nghin cu ny cng s dng phng php

tho lun tay i vi sinh vin, k thut ng vai v kinh nghim ca bn thn.

3.2.1.1 Nghin cu nh tnh c thc hin thng qua:

1. Tho lun tp trung v tay i vi cc bn sinh vin.

2. K thut ng vai v kinh nghim bn thn tc gi tng ti KTX K4.

(1) Nghin cu c tin hnh qua phng vn su v tho lun tay i i

vi nhng sinh vin ang ti k tc x K3, K4 trng i hc Nha Trang, vi 07

sinh vin vo 09/04/2012 ti k tc x K4, v 05 sinh vin ti K3.

(2) Ngoi ra, nghin cu ny cng s dng k thut ng vai, tc l t bn

thn tc gi cng l mt ngi tng ti k tc x. Tc gi t t mnh vo vai tr

ca ngi tng k tc x tm hiu nhu cu ca h i vi k tc x.

* Cc cu hi c nu ra l:

1. Cc tiu ch (bin quan st) trong thang o ca l thuyt c ph hp khng?

2. L mt sinh vin ang ti k tc x th bn thn c mong mun g

khng? K tc x K3, K4 p ng vi bn nh th no th bn mi hi lng, mi

trung thnh?

28

3.2.1.2 Kt qu nghin cu

Thang o c s dng trong nghin cu ny da trn c s m hnh l

thuyt xut gm bao gm 07 thnh phn thng qua 33 bin quan st, vi 5 bc

Likert. Thang o ny gi l thang o ban u vi cc bin quan st c th nh sau

(Ph lc s 1).

Thng qua kt qu nghin cu bc ny, thang o ban u s c iu

chnh v c t tn l thang o chnh thc. Trong thang o chnh thc, vn cn

07 thnh phn s hi lng sinh vin v c gi nguyn tn thnh phn.

Ngoi ra, cn nhiu quan st b loi b da trn c s l ngi c phng

vn cho rng cc bin ny khng quan trng hoc h cha quan tm n khi k

tc x. Bn cnh nhng bin quan st b loi b, nhng bin cn li cng c

chnh sa v cu ch d hiu khi s dng cho vic phng vn trc tip bng bng

cu hi. C th:

* Thnh phn gi c: Gm 03 bin quan st u c gi li.

* Thnh phn c s vt cht: Gm 08 bin quan st u c gi li.

* Thnh phn kh nng p ng: Gm 06 bin quan st u c gi li.

* Thnh phn nng lc phc v: Gm 04 bin quan st u c gi li.

* Thnh phn s cm thng: Gm 04 bin quan st, c 1 bin b loi l

Qun tr trng thng xuyn c ngi n KTX hi thm, lng nghe SV v bin

Ban quan l KTX thng xuyn t chc nhng bui ni chuyn, lng nghe nhu

cu SV bao hm lun trn.

* Thang o mc tin cy: Gm 04 bin quan st u c gi li.

* Thang o s hi lng: Gm 04 bin quan st u c gi li.

Nh vy, thang o chnh thc cc thnh phn s hi lng ca sinh vin ti k

tc x K3, K4 c tng cng 32 bin quan st.

S hi lng ca sinh vin l mt khi nim tng qut. Khi xy dng thang o

s hi lng chung trong qu trnh nghin cu ny c o lng thng qua mc

hi lng tng qut ca sinh vin i vi k tc x. Do thang o s hi lng

29

chung ca sinh vin ti k tc x K3, K4 c o lng trc tip thng qua su

bin quan st th hin s ng tnh ca sinh vin vi gi c, i vi c s vt cht,

i vi kh nng p ng, i vi nng lc phc v, i vi s cm thng v i

vi mc tin cy.

Nh vy, c th m t cc thnh phn, cc bin quan st v cc k hiu ca

chng trong bng cu hi v thang o chnh thc nh sau:

Thang o chnh thc cc thnh phn s hi lng ca sinh vin i vi k

tc x K3, K4 nh sau:

a. Thnh phn gi c: Qua kt qu nghin cu nh tnh cho thy rng, khi nhc

n s ph hp gi c mt KTX, sinh vin thng quan tm n vic gi c ca

phng v cc dch v y c cao hn nhiu so vi tr bn ngoi khng? c r

hn cc KTX khc khng? V gi c ca cc dch v c ph hp vi cht lng ca

n khng?.

Biu th cc tiu ch nh gi gm 03 bin t v1 n v3:

Bng 3.2: Thang o v gi c

K hiu bin Cu hi v1 Gi ca KTX ph hp dch v Nh trng a ra. v2 Gi ca KTX ph hp so vi cc nh tr khc. v3 Gi cc loi dch v ti KTX (in, nc, gi xe) l hp l.

b. Thnh phn c s vt cht: Kt qu nghin cu nh tnh cho thy rng, i vi

c s vt cht ca mt k tc x, sinh vin quan tm n s tin nghi, thun tin, s

y ca trang thit b phc v nhu cu hng ngy ca h

Biu th cc tiu ch nh gi gm 08 bin t v4 n v11:

30

Bng 3.3: Thang o v c s vt cht

K hiu bin Cu hi

v4 Din tch phng l m bo khng gian chc nng ti thiu.

v5 Trang thit b trong phng c cung cp y .

v6 Thit k phng m bo v thng gi v chiu sng.

v7 V tr v din tch phi thun tin v rng ri.

v8 KTX c xy dng t tiu chun.

v9 Cc dch v cung cp in, nc n nh.

v10 H thng thot nc ca KTX kh tt.

v11 KTX m bo yu cu v phng chng chy n. c. Thnh phn kh nng p ng: Sinh vin thng quan tm n cc nhu cu ca

h c c p ng y v kp thi hay khng?

Thang o gm 05 bin t v12 n v17:

Bng 3.4: Thang o v kh nng p ng

K hiu bin Cu hi v12 Dch v y t, chm sc sc khe cho SV c p ng y .

v13 Dch v n ung, gii kht (canteen) ph hp nhu cu SV.

v14 Ni gi xe an ton, rng ri.

v15 Cc s c cp in, nc c x l nhanh chng.

v16 Tnh hnh an ninh c gii quyt rt tt.

v17 Dch v cng cng (v sinh, bo v) c m bo. d. Thnh phn nng lc phc v: Sinh vin quan tm n kh nng, tnh cch v

thi ca nhn vin trong KTX. T kt qu nghin cu nh tnh, ta c thang o

lng mc cm nhn ca sinh vin v nng lc phc v bao gm 4 bin quan st.

Thang o gm 04 bin t v18 n v21:

31

Bng 3.5: Thang o v nng lc phc v

K hiu bin Cu hi

v18 Ban qun l KTX rt nhit tnh vi cng vic

v19 Nhn vin canteen vui v, thn thin

v20 Bo v thng xuyn i kim tra tnh hnh trong KTX.

v21 Qun tr trng lm vic chuyn nghip, tn tnh gii p thc mc SV

e. Thnh phn s cm thng: Qua tho lun nhm ta thy rng nh gi s cm

thng ca KTX c nh hng n sinh vin hay khng? Hu ht sinh vin u quan

tm n yu t ny.

Thang o gm cc bin quan st nh sau: Bng 3.6: Thang o s cm thng

K hiu bin Cu hi

v22 Thi gian ng, m ca l hp l.

v23 Ban qun l KTX thng xuyn t chc nhng bui ni chuyn, lng nghe bit nhu cu ca sinh vin.

v24 Sinh vin cm thy thoi mi khi trao i vi qun tr trng. f. Thnh phn mc tin cy: Ni n kh nng thc hin cam kt ca nhn vin

k tc x, s tin tng ca sinh vin vo KTX l bao nhiu?

Thang o ny gm 4 bin t v25 n v28:

Bng 3.7: Thang o v mc tin cy

K hiu bin Cu hi

v25 Khi c s vt cht h hng KTX lun gi ng hn sa cha.

v26 Khi bn khiu ni, phn nn th KTX gii quyt rt tt.

v27 Thi gian khc phc s c nhanh.

v28 Bn c tin tng vo li cam kt ca nhn vin KTX.

32

g. Thang o chnh thc S hi lng chung i vi k tc x K3, K4:

Thang o bao gm 04 bin quan st:

Bng 3.8: Thang o v s hi lng chung

K hiu bin Cu hi v29 Nhn chung, ti hon ton hi lng vi gi ca KTX v30 Nhn chung, ti hon ton hi lng vi c s vt cht ca KTX v31 Nhn chung, ti hon ton hi lng vi kh nng p ng KTX v32 Tm li, ti hon ton hi lng v cht lng KTX

3.2.1.3 M hnh nghin cu thc nghim2 sau nh tnh

M hnh nghin cu ngh sau nh tnh

Nh trnh by, iu chnh v b sung cc m hnh s hi lng sinh vin

khi nghin cu s hi lng ca sinh vin i vi k tc x l cn thit. Trn c s

ny tc gi c gng kt hp kt qu nghin cu nh tnh v c s l thuyt v

cht lng dch v v tha mn khch hng kin ngh cc thnh phn ca s hi

lng ca sinh vin i vi k tc x K3, K4.

Kt qu nghin cu nh tnh cho thy s hi lng sinh vin l mt khi nim

a hng bao gm su thnh phn c bn l(1) Gi c; (2) C s vt cht; (3)

Kh nng p ng; (4) Nng lc phc v; (5) S cm thng; (6) Mc tin cy.

Nh vy v mt s lng cc thnh phn c s thay i so vi m hnh ca

Dabholka & ctg (1996). V mt ni dung cc thnh phn, kt qu cho thy m hnh

s hi lng ca sinh vin i vi KTX k tha v chnh sa t m hnh ca nhm

nghin cu trng i hc Kinh t, n ca sinh vin trng i hc An Giang.

Nghin cu ny xem xt mi quan h ca cc thnh phn ca s hi lng vi s hi

lng chung ca sinh vin khi ti k tc x K3, K4 i hc Nha Trang. C tt c su gi

thuyt v mi quan h gia cc thnh phn vi mc hi lng ca sinh vin.

M hnh v cc gi thuyt nh c trnh by trong chng 2 (hnh 2.8).

2 M hnh nghin cu thc nghim chnh l m hnh nghin cu khi nim (conceptual model) kt hp b sung cc thang o cho cc khi nim trong m hnh khi nim. M hnh khi nim s bao gm vic gii thch mi quan h gia bin mc tiu v cc bin lin quan, v m hnh ny mi dng li mc khi nim ( Nguyn Trng Hoi & ctg, 2008).

33

3.2.2 Nghin cu chnh thc

Nh trnh by, cc thang o sau khi c iu chnh v b sung thng

qua nghin cu nh tnh s c tip tc nh gi thng qua nghin cu nh lng

(nghin cu chnh thc). i tng nghin cu l sinh vin ti k tc x K3, K4

trng i hc Nha Trang.

3.3 Mu nghin cu

Chn mu: Mu c ly theo phng php thun tin. Vic pht cc bng

cu hi v tho lun vi sinh vin thc hin bi chnh tc gi v h tr ca cc cng

tc vin.

Kch thc mu: C nhiu quan im rt khc nhau v kch thc mu.

Nhiu nh nghin cu i hi phi c kch thc mu ln v n da vo l thuyt

phn phi mu ln (Raykov & Widaman, 1995). Tuy nhin, kch thc mu bao

nhiu c gi l ln th hin nay cha c xc inh r rng. Hn na kch thc

mu cn ty thuc vo phng php c lng s dng. Tuy nhin, c nh nghin

cu cho rng, nu s dng phng php c lng ML3 th kch thc mu ti

thiu l phi t 100 n 150 (Hair & ctg, 1983).

Theo kinh nghim nguyn tc chn mu l = S bin * 10 l s mu ti

thiu, theo kinh nghim ny th s mu ti thiu l 32*10 = 320 mu.

Theo kinh nghim ca nh nghin cu (Cao Ho Thi; Phm Xun Lan) cho

rng: S lng mu cn thit bng s lng cu hi (bin quan st) * 5. Bng cu

hi ny c 32 bin quan st (xem ph lc s 2: Bng cu hi nh lng).V th,

nu theo tiu chun nm mu mt bin quan st th kch thc mu cn l 32 * 5 = 160.

V l do kinh t, nn nghin cu ny d nh kch thc mu n trong khong

t 160 n 180. t c kch thc mu ra, 200 cu hi c chun b.

Phiu c pht ra l 200, thu v 183 phiu t l t 91.5%, 17 phiu b loi

b do c qu nhiu trng. Cui cng 166 bng cu hi hon tt c s dng. V

vy, kch thc mu cui cng l 166.

D liu c nhp v lm sch thng qua phn mm SPSS 11.5.

3 Maximum likelihood

34

CHNG 4 KT QU NGHIN CU

4.1 M t mu Nghin cu ny s dung phng php chn mu theo ba bin kim sot,

l: gii tnh, kha hc v khu vc

* V gii tnh:

Bng 4.1: Bng phn b mu theo gii tnh

Frequency Percent Valid Percent Cumulative

Percent Valid Nam 98 59,0 59,0 59,0 N 68 41,0 41,0 100,0 Total 166 100,0 100,0

Hnh 4.1: Biu thng k mu theo gii tnh. Kt qu cho thy: c 98 n, chim 59,04% v c 68 nam, chim 40,96% s

sinh vin tr li phng vn. Thng tin mu ny ph hp vi tng th v thc t, s

lng sinh vin n k tc x nhiu hn s lng sinh vin nam.

* V kha hc:

Bng 4.2: Bng thng k mu theo kha hc


Percent Valid Nm 1 60 36,1 36,1 36,1 Nm 2 12 7,2 7,2 43,4 Nm 3 17 10,2 10,2 53,6 Nm 4 77 46,4 46,4 100,0 Total 166 100,0 100,0

35

Hnh 4.2: Biu thng k mu theo kha hc. Kt qu cho thy: c 60 bn sinh vin nm th 1, chim 36,14% s ngi tr

li phng vn; 12 bn sinh vin nm th 2, chim 7,23% tr li phng vn; 17%

bn sinh vin nm th 3, chim 10,24% s ngui tr li phng vn; 77 bn sinh vin

nm th 4, chim 46,39% s sinh vin tr li phng vn.

Con s ny phn nh rng a s sinh vin ti k tc x l sinh vin nm

nht v sinh vin nm t, v iu ny l hon ton ph hp thc t.

* V khu vc:

Bng 4.3: Bng thng k mu theo khu vc


Percent

Valid Bc 23 13,9 13,9 13,9

Trung 138 83,1 83,1 97,0

Nam 5 3,0 3,0 100,0

Total 166 100,0 100,0

36

Hnh 4.3: Biu thng k mu theo khu vc.

Kt qu cho thy: c 23 bn khu vc min bc, chim 13,86%; 138 bn

khu vc min trung, chim 83,13% v 5 bn khu vc min nam, chim 3,01% s

ngi tham gia tr li bn cu hi. Thc t, s lng sinh vin khu vc min

trung hc ti trng i hc Nha Trang chim phn ln trn tng s sinh vin. V

vy, s lng sinh vin ti KTX a s l ngi min trung, cc con s trn l

hon ton hp l.

4.2 Lm sch v x l d liu

D liu sau khi thu thp c tc gi thit k, m ha v nhp liu thng qua

cng c phn mm SPSS 11.5, sau tin hnh lm sch. L do v d liu sau khi

thu thp c loi b nhng phiu trng nhiu v phiu khng hp l, sau c

tin hnh nhp th vo my, trong qu trnh thc hin thng c nhng mu iu

tra b sai lch, thiu st hoc khng nht qun; mt s mu do nh sai, thiu st

xy ra trong qu trnh nhp liu; do vy cn tin hnh lm sch s liu m bo

yu cu, s liu a vo phn tch phi y , thng nht. Theo , vic phn tch

s liu s gip tc gi a ra nhng thng tin chnh xc c tin cy cao.

Phng php thc hin: s dng bng tn s r sot li tt c cc bin quan st

nhm tm ra cc bin c thng tin b sai lch hay thiu st bng cng c phn mm SPSS 11.5.

37

Kt qu thc hin: Sau khi dng phng php lp bng tn s, kt qu cho

thy: y d liu tt c cc bin

Kt hp vi r sot tt c cc bin quan st qua bng tn s, tc gi khng

tm thy bin no c thng tin b sai lch; d liu c lm sch, tip tc a

vo bc kim nh thang o.

4.3 nh gi thang o

Thang o dc dng o lng mc hi lngca sinh vin l thang o

Likert 5 im (cp hi lng ca sinh vin tng t 1 n 5, t hon ton khng

ng n hon ton ng ).

Cc thang o c nh gi qua hai cng c chnh h s Cronbach Alpha v

phng php phn tch yu t khm ph EFA.

H s Cronbach Alpha c s dng loi cc bin khng ph hp trc.

Cc bin c h s tng quan bin - tng (Item Total Correlation) nh hn 0,3 s

b loi v tiu chun chn thang o khi n c tin cy t 0,6 tr ln (Hair & ctg 1998).

Tip theo, phng php EFA c s c s dng. Phn tch nhn t khm

ph l mt phng php phn tch nh lng dng rt gn mt tp gm nhiu

bin quan st ph thuc ln nhau thnh mt tp bin t hn (gi l cc nhn t)

chng c ngha hn nhng vn cha ng hu ht ni dung thng tin ca tp bin

ban u (Hair & ctg 1998).

Cc bin c trng s (Factor loading) nh hn 0,5 trong EFA s tip tc b

loi4. Phng php trch h s s dng l principal components5 vi php xoay

varimax6 v im dng khi trch cc yu t c eigenvalue = 1. Thang o c chp

nhn khi tng phng sai trch >= 50% (Gerbing & Anderson, 1988), vi iu kin

4 Cng c tc gi quan tm n tiu chun khc bit h s ti nhn t ln nht vi h s ti nhn t bt k ca cng mt bin quan st phi trn .30 m bo gi tr phn bit gia cc nhn t (Jabnoun & Al-Tamimi 2003) 5 Phng php rt trch cc thnh phn chnh ( Trng & Ngc 2005) 6 Xoay nguyn gc cc nhn t ti thiu ha s lng bin c h s ln ti cng mt nhn t, v vy s tng cng kh nng gii thch cc nhn t (Trng & Ngc 2005)

38

l ch s KMO >= 0,5. KMO l mt ch tiu dng xem xt s thch hp ca EFA,

0,5 KMO 1 th phn tch nhn t thch hp.

Theo Hair & ctg (1998), Factor loading l ch tiu m bo mc ngha thit

thc ca EFA (ensuring practical significance). Factor loading > 0,3 c xem l

t mc ti thiu, factor loading >0,4 c xem l quan trng > 0,5 c xem l c

ngha thc tin. Hair & ctg (1998) cng cho rng: nu chn tiu chun Factor

loading >0,3 th c mu 350, nu c mu khong 100 th nn chn Factor loading

>0,5, nu c mu khong 50 th Factor loading phi >0,75.

Kim nh Bartlett xem xt gi thuyt Ho: tng quan gia cc bin quan

st khng c tng quan trong tng th. Nu kim nh ny c ngha thng k

(Sig < 0,005) th cc bin quan st c tng quan vi nhau trong tng th (Trng &

Ngc 2005).

4.3.1 nh gi thang o bng h s tin cy Cronbach Alpha

Cc thang o c nh gi thng qua h s tin cy Cronbach Alpha loi

cc bin rc trc, cc bin c h s tng quan bin tng nh hn 0,3 s b loi v

tiu chun chn thang o khi n c tin cy Alpha t 0,6 tr ln l c th s dng

c trong trng hp khi nim ang nghin cu l mi hoc mi i vi ngi

tr li trong bi cnh nghin cu (Nunnally 1978; Peterson 1994; Slater 1995). Kt

qu nh gi tin cy thang o Cronbach Alpha ca cc thnh phn o lng s

hi lng ca sinh vin i vi k tc x K3, K4 c th hin nh sau:

4.3.1.1 Cronbach Alpha thang o Gi c

Thnh phn Gi c c h s Cronbach Alpha l ,6953 (>0,6), h s ny c

ngha. Cc h s tng quan bin tng (Corrected Item - Total Correlation) ca cc

bin o lng thnh phn ny l u > 0,3 (ln hn tiu chun cho php).Tuy nhin,

h s Alpha nu loi b bin (Alpha if Item Deleted) ca bin v3 ln hn h s

Cronbach Alpha nn ta tin hnh loi items ny v tip tc Cronbach Alpha ln 2.

39

Sau khi chy Cronbach Alpha ln 2 ta c gi tr Cronbach Alpha tng l

,7504 (>0,6), h s c ngha; Cc h s tng quan bin tng (Corrected Item -

Total Correlation) ca cc bin o lng thnh phn ny l u > 0,3 (ln hn tiu

chun cho php l 0,3). ng thi, h s Alpha nu loi b bin (Alpha if Item

Deleted) ca bin cn li u nh hn Cronbach Alpha. V vy, cc bin o lng

thnh phn ny u c s dng trong cc phn tch tip theo.

4.3.1.2 Cronbach Alpha thang o C s vt cht

Thnh phn C s vt cht c h s Cronbach Alpha l ,8515 (>0,6), h s

ny c ngha. Cc h s tng quan bin tng (Corrected Item - Total Correlation)

ca cc bin o lng thnh phn ny l u > 0,3 (ln hn tiu chun cho php l

0,3). Bn cnh , h s Alpha nu loi b bin (Alpha if Item Deleted) ca cc

bin u nh hn h s Cronbach Alpha nn cc bin o lng thnh phn ny u

c s dng trong cc phn tch tip theo.

4.3.1.3 Cronbach Alpha thang o Kh nng p ng

Thnh phn Kh nng p ng c h s Cronbach Alpha l ,7302 (>0,6), h

s ny c ngha. Cc h s tng quan bin tng (Corrected Item - Total

Correlation) ca cc bin o lng thnh phn ny l u > 0,3 (ln hn tiu chun

cho php l 0,3). Bn cnh , h s Alpha nu loi b bin (Alpha if Item Deleted)

ca cc bin u nh hn h s Cronbach Alpha nn cc bin o lng thnh phn

ny u c s dng trong cc phn tch tip theo.

4.3.1.4 Cronbach Alpha thang o Nng lc phc v

Thnh phn Nng lc phc v c h s Cronbach Alpha l ,7349 (>0,6), h

s ny c ngha. Cc h s tng quan bin tng (Corrected Item - Total

Correlation) ca cc bin o lng thnh phn ny l u > 0,3 (ln hn tiu chun

cho php l 0,3). Bn cnh , h s Alpha nu loi b bin (Alpha if Item Deleted)

ca cc bin u nh hn h s Cronbach Alpha nn cc bin o lng thnh phn

ny u c s dng trong cc phn tch tip theo.

40

4.3.1.5 Cronbach Alpha thang o S cm thng

Thnh phn S cm thng c h s Cronbach Alpha l ,7486 (>0,6), h s






4.3.1.6 Cronbach Alpha thang o Mc tin cy

Thnh phn Mc tin cy c h s Cronbach Alpha l ,7466 (>0,6), h s






4.3.1.7 Cronbach Alpha thang o Hi lng chung vi KTX

Thnh phn Hi lng chung c h s Cronbach Alpha l ,7125 (>0,6), h s






Tm li :

Qua s phn tch Cronbach Alpha i vi cc thang o lng s hi lng ca

sinh vin i vi k tc x K3, K4 i hc Nha Trang nh trn chng ta c cc

thang o:

Gi c gm ba bin quan st v1, v2, v v3. Loi bin v3 (Cronbach Alpha =

0,7504);

41

C s vt cht gm tm bin quan st v4, v5, v6, v7, v8, v9, v10 v v11.

(Cronbach Alpha = 0,8515);

Kh nng p ng gm su bin quan st v12, v13, v14, v15, v16 v v17.

(Cronbach Alpha = 0,7302);

Nng lc phc v gm bn bin quan st v18, v19, v20 v v21. (Cronbach

Alpha = 0,7349);

S cm thng gm ba bin quan st v22, v23 v v24. (Crobach Alpha =

0,7486);

Mc tin cy gm bn bin quan st v25, v26, v27v v28. (Cronbach

Alpha = 0,7466);

S hi lng chung ca sinh vin i vi KTX gm bn bin quan st v29,

v30, v31 v v32. (Cronbach Alpha = 0,7125).

Tt c u c :

+ H s Cronbach Alpha ln hn 0,6 nn m bo tin cy.

+ H s tng quan bin tng trong tng nhn t u > 0,3 (ln hn tiu

chun cho php).

+ H s Alpha nu loi b bin ca cc bin trong tng thnh phn u nh

hn h s Cronbach Alpha.

Do , cc bin o lng cc thnh phn nu trn u c s dng cho cc

phn tch tip theo ca nghin cu v m bo tin cy v mt thng k. (Xem

bng 4.4).

42

Bng 4.4: Cronbach Alpha ca cc thnh phn thang o s hi lng sinh vin i vi KTX K3, K4 i hc Nha Trang

Bin quan st

Trung bnh thang o nu

loi bin

Phng sai thang o nu loi

bin

Tng quan bin -

tng

Alpha nu loi bin

Gi c

v1 3,7892 ,6038 ,6012 , v2 3,9096 ,6645 ,6012 ,

Alpha = ,7504 C s vt cht

v4 22,8554 16,8759 ,5115 ,8442 v5 22,8072 16,7384 ,5647 ,8370 v6 23,1205 17,5733 ,5612 ,8377 v7 23,2349 16,8475 ,6564 ,8270 v8 23,4699 16,9779 ,5670 ,8366 v9 23,1446 17,2638 ,5304 ,8407 v10 23,0301 16,0173 ,6952 ,8207 v11 22,9518 15,7068 ,6589 ,8252

Alpha = ,8515 Kh nng p ng

v12 17,2289 7,9230 ,3420 ,7277 v13 17,5542 7,4728 ,4585 ,6944 v14 17,5883 7,9423 ,3863 ,7140 v15 16,7470 7,4144 ,5055 ,6812 v16 16,7530 6,9023 ,6017 ,6507 v17 17,0301 7,0718 ,5018 ,6813

Alpha = ,7302 Nng lc phc v

v18 10,5783 4,3908 ,4439 ,7195 v19 10,8916 3,6609 ,5508 ,6627 v20 10,6988 4,2481 ,5219 ,6787 v21 10,9337 3,8562 ,5980 ,6329

Alpha = ,7349 S cm thng

v22 7,3012 2,9875 ,5455 ,6989 v23 7,2048 2,9517 ,6158 ,6236 v24 7,5301 2,6748 ,5726 ,6727

Alpha = ,7486 Mc tin cy

v25 10,0723 4,1887 ,5982 ,6549 v26 10,1687 3,7532 ,6784 ,6015 v27 9,9157 5,3747 ,4762 ,7233 v28 9,6205 5,5218 ,4418 ,7389

Alpha = ,7466 S hi lng

v29 10,1566 4,0723 ,5172 ,6432 v30 10,7831 3,7345 ,4254 ,7041 v31 10,2048 3,6426 ,6295 ,5730 v32 9,9699 3,9203 ,4537 ,6777

Alpha = ,7125

43

4.3.2 Phn tch nhn t khm ph - EFA

Kt qu nh gi tin cy Cronbach Alpha cho chng ta kt qu nhng

thnh phn v cc bin t tin cy trong nghin cu tip tc s dng phn tch

nhn t l thang o Q1 Gi c; Q2 C s vt cht; Q3 Kh nng p ng;

Q4 Nng lc phc v; Q5 S cm thng; Q6 Mc tin cy.

4.3.2.1 Thang o cc thnh phn s hi lng ca sinh vin

Kt qu EFA ln th nht cho thy c 6 nhn t c trch ti eigenvalue l

1,062 v phng sai trch c 63,451% vi ch s KMO l ,886. Nh vy, vic

phn tch nhn t l thch hp. Tuy nhin, Factor loading ln nht ca 3 bin quan

st v19, v27 v v7 u nh hn 0,50. V vy, cc bin ny khng tha mn tiu

chun trn. Ta c nn loi cng mt lc 3 bin ny khng? Khng nn. Ta loi tng

bin quan st (Nguyn Trng Hoi & ctg 2008). Bin no c factor loading ln nht

m khng t nht s b loi trc. Factor loading ln nht ca bin v7 bng ,408;

nh hn hai s cn li. Ta u tin loi bin v7 trc (Ph lc 3A).

Kt qu EFA ln th hai: Sau khi loi bin v7, th EFA trch c 6 nhn t

ti eigenvalue l 1,061 v phng sai trch c l 63,978% vi ch s KMO l

,883. Nh vy, vic phn tch nhn t l thch hp. Tuy nhin, Factor loading ln

nht ca 3 bin quan st v19, v27, v4 u nh hn 0,50. V vy, cc bin ny khng

tha mn tiu chun trn. Factor loading ln nht ca bin v27 bng ,448; nh hn

hai s cn li. Ta u tin loi bin v27 (Ph lc 3B)

Kt qu EFA ln th ba: Sau khi loi bin v27, th EFA trch c 6 nhn t



nht ca bin quan st v4 bng ,469 nh hn 0,50. V vy, bin ny khng tha mn

tiu chun trn. Ta loi bin v4 (Ph lc 3C).

Kt qu EFA ln th t: Sau khi loi bin v4, th EFA trch c 6 nhn t



44


tiu chun trn. Ta loi bin v5 (Ph lc 3D).

Kt qu EFA ln th nm: Sau khi loi bin v4, th EFA trch c 6 nhn t




tiu chun trn. Ta loi bin v6 (Ph lc 3E).

Kt qu EFA ln th su: Sau khi loi bin v4, th EFA trch c 6 nhn t


,872. Nh vy, vic phn tch nhn t l thch hp v phng sai trch t yu cu

(>50%). Cc bin quan st u c factor loading ln nht t 0,50 tr ln. S phn

tch EFA hon tt v t tin cy v mt thng k. (Xem bng 4.5 v Ph lc 3F).

45

Bng 4.5: Kt qu EFA cui cng ca cc thnh phn s hi lng

Bin quan st Yu t

K hiu Ni dung 1 2 3 4 5 6

v17 Dch v cng cng m bo ,829

v16 Tnh hnh an ninh c gii quyt tt ,795

v20 Bo v thng xuyn i kim tra tnh hnh ,728

v18 Ban quan ly KTX rat nhiet tinh ,717

v28 Bn c tin tng vo li cam kt ca nhn vin KTX ,603

v19 Nhn vin canteen vui v khi phc v ,518

v21 Qun tr trng lm vic chuyn nghip, tn tnh ,507

v24 Sinh vin cm thy thoi mi khi trao i vi qun tr trng ,809

v23 Ban qun l KTX thng xuyn t chc nhng bui ni chuyn, lng nghe SV ,753

v15 Cc s c cp in, nc c x l nhanh chng ,677

v22 Thoi gian ng, m ca thun tin, hp l ,664

v12 Dich v y t, chm sc sk c p ng y ,760

v11 KTX m bo yu cu phng chng chy n ,699

v9 Cc dch v cung cp in, nc n nh ,686

v10 H thng thot nc kh tt ,671

v14 Ni gi xe an ton, rng ri ,831

v13 Dch v n ung, gii kht ph hp ,760

v8 KTX c xy dng t tiu chun ,583

v1 Gi KTX ph hp dch v nh trng ,852

v2 Gi KTX ph hp so vi cc nh tr khc ,823

v25 Khi c s vt cht h hng th KTX lun gi ng hn sa cha ,879

v26 Khi bn khiu ni, phn nn th KTX gii quyt nhanh chng v linh hot ,822

46

Khi EFA, trong hp thoi Factor Analysis, chng ta chn nt Scores, sau

nhp chn Save as variables lu li nhn s ca nhn t mt cch t ng. Mc nh

ca chng trnh ny l phng php Regression (Trng & Ngc 2005). Nhn s tnh

theo cch ny c chun ha ( c chuyn qua n v o lng lch chun).

N thch hp nht nu s dng cc nhn s phn tch hi qui, v kim nh mi quan

h nh hng ca cc bin c lp n bin ph thuc (Nguyn Trng Hoi & ctg 2008).

Tnh ton h s Cronbach Alpha cho cc nhn t mi rt trch t EFA

Cng cn ch l cc thang o c bin quan st b loi th Cronbach Alpha

ca chng c tnh li. Vi kt qu phn tch nhn t nh trn nhiu bin quan st

b loi thang o thnh phn nh gi s hi lng ca sinh vin c rt li 6 thnh

phn khc nhau vi 22 bin quan st. V vy, tnh ton li Cronbach Alpha ca cc

thang o ny l cn thit. Kt qu phn tch nh sau:

1) Cronbach Alpha thang o nhn t 1

Thang o ny c h s Cronbach Alpha = ,8630 (> 0,6), cc h s tng

quan bin tng ca cc bin o lng thnh phn ny u cao (> 0,3). V vy, thang

o ny c tin cy s dng cho cc phn tch tip theo.









47


Thang o ny c h s Cronbach Alpha = ,7334 (> 0,6), h s c ngha.

Tuy nhin, h s tng quan bin tng ca bin v8 nh hn 0,3 v h s Cronbach

Alpha if items deleted ca bin ny ln hn Cronbach Alpha tng. V vy, ta tin

hnh loi b v8 v tip tc Cronbach Alpha ln 2 i vi nhn t 4.

Kt qu Cronbach Alpha ln 2 cho thy, gi tr Cronbach Alpha l ,7364

(>0,6), cc h s tng quan bin tng ca cc bin o lng thnh phn cn li

u ln hn 0,3. V vy, thang o ny c tin cy s dng cho cc phn tch

tip theo.

5) Cronbach Alpha thang o nhn t 5.

Gi tr Cronbach Alpha tng l ,7504 (>0,6), h s c ngha. Cc h s

tng quan bin tng u ln hn 0,3. V vy, thang o ny l c tin cy s

dng cho cc phn tch tip theo.

6) Cronbach Alpha thang o nhn t 6.

Gi tr Cronbach Alpha tng l ,8154 (>0,6), h s c ngha. Cc h s

tng quan bin tng u ln hn 0,3. V vy, thang o ny l c tin cy s

dng cho cc phn tch tip theo.

Gii thch cc nhn t sau khi c kt qu EFA

Nh vy cc bin quan st a vo EFA c rt gn thnh 06 nhn t vi

cc gii thch v ni dung ca tng nhn t ny v t cn c vo bn cht ca

cc bin c th m nhn t bao gm s tm ra tn mi cho nhn t, tnh cht ny

c gi l tnh cht khm ph, l mt c trng ni tri ca EFA (Nguyn

Trng Hoi & ctg 2008):

48

1) Nhn t th nht gm 7 bin quan st sau:

v17 Dch v cng cng m bo

v16 Tnh hnh an ninh (mt trm, nh nhau, c bc)c gii quyt tt

v20 Bo v thng xuyn i kim tra tnh hnh trong KTX

v18 Ban qun l KTX rt nhit tnh vi cng vic

v28 Bn c tin tng vo li cam kt ca KTX

v19 Nhn vin canteen vui v khi phc v

v21 Qun tr trng lm vic chuyn nghip, tn tnh gii p thc mc SV Cc bin quan st ny thuc thnh phn Kh nng p ng v Nng lc phc

v. Tuy nhin, cc bin quan st a phn phn nh v b phn nhn vin ca KTX.

V vy, chng ta t tn cho nhn t th nht l Nng lc phc v v tn ny

phn nh kh r cc bin quan st trong nhn t.

2) Nhn t th hai gm 4 bin quan st sau:

v24 Sinh vin cm thy thoi mi khi trao i vi qun tr trng

v23 Ban qun l KTX thng xuyn t chc nhng bui ni chuyn, lng

nghe kin sinh vin

v15 Cc s c cp in, nc c x l nhanh chng.

v22 Thi gian ng, m ca l hp l

Cc bin quan st ny a phn thuc thnh phn S cm thng. V vy, nhn

t 2 vn c t tn l S cm thng.

3) Nhn t th ba gm gm 2 bin quan st sau:

v12 Dch v y t, chm sc sc khe c p ng y cho SV

v11 KTX m bo yu cu v phng chng chy n

v9 Cc dch v cung cp in, nc n inh

v10 H thng thot nc ca KTX kh tt.

49

Cc bin quan st ny a phn thuc thnh phn C s vt cht. V vy, ta

vn gi tn nhn t ny l C s vt cht.

4) Nhn t th t gm 2 bin quan st sau:

v14 Ni gi xe an ton, rng ri

v13 Dch v n ung, gii kht (canteen) ph hp nhu cu sinh vin

Cc bin quan st ny thuc thnh phn Kh nng p ng. V vy, chng ta

vn gi nhn t ny l Kh nng p ng.

5) Nhn t th nm gm 2 bin quan st sau:

v2 Gi KTX ph hp so vi cc nh tr khc

v1 Gi KTX ph hp dch v Nh trng a ra

Cc bin quan st ny thuc thnh phn Gi c. V vy, chng ta vn gi nhn t

ny l Gi c.

6) Nhn t th su gm 2 bin quan st sau:

v25 Khi c s vt cht h hng th KTX lun gi ng hn sa cha

v26 Khi bn khiu ni, phn nn th KTX gii quyt nhanh chng, linh hot

Cc bin quan st ny thuc thnh phn Mc tin cy. V vy, chng ta vn gi

nhn t ny l Mc tin cy.

4.3.2.2 Thang o ca s hi lng chung i vi k tc x K3, K4

i vi thang o s hi lng chung ca sinh vin i vi k tc x K3, K4,

EFA trch c gom vo mt yu t ti eigenvalue l 2,190 v vi ch s KMO l

,724. Phng sai trch bng 54,757% (> 50%). S phn tch EFA hon tt v t

tin cy v mt thng k. Vy thang o c s dng cho cc phn tch tip theo.

(Xem bng 4.6 v Ph lc s 4).

Khi EFA, trong hp thoi Factor Analysis, chng ta chn nt Scores, sau

nhp chn Save as variables lu li nhn s ca nhn t mt cch t ng. Mc nh

50

ca chng trnh ny l phng php Regression. Nhn s tnh theo cch ny c

chun ha ( c chuyn qua n v o lng lch chun). N thch hp nht nu

s dng cc nhn s phn tch hi qui, v kim nh mi quan h nh hng ca cc

bin c lp n bin ph thuc.

Bng 4.6: Kt qu EFA thang o s hi lng ca sinh vin i vi k tc x K3,

K4 i hc Nha Trang

Bin quan st Yu t

K hiu Ni dung 1

v29 Nhn chung, ti hon ton hi lng vi kh nng p ng

ca KTX ,835

v30 Nhn chung, ti hon ton hi lng vi gi ca KTX ,752

v31 Nhn chung, ti hon ton hi lng vi cht lng KTX ,700

v31 Tm li, ti hi lng v c s vt cht ca KTX ,661

Eigenvalue 2,190

Phng sai trch 54,757

KMO ,724 4.4 iu chnh m hnh nghin cu

Nh trnh by, kt qu ca phn tch EFA cho thy c 06 thnh phn c

rt trch t EFA ra v chng ta t tn cho cc thnh phn ny. ng thi qua

nh gi li h s Cronbach Alpha cho cc thnh phn rt trch u m bo tin

cy v mt thng k. Nh vy, 06 thnh phn ca m hnh nghin cu l thuyt

khng c g thay i, ch c mt s thay i v bin quan st. C th l:

Thnh phn thit k ban u gm 6 thnh phn:(1) Gi c; (2) C s vt cht;

(3) Kh nng p ng; (4) Nng lc phc v; (5) S cm thng; (6) Mc tin cy.

Sau khi phn tch nhn t EFA, 06 thnh phn ny vn c gi nguyn,

khng thay i ch thay i mt s bin quan st.

Trng hp ny cng thng xy ra trong cc nghin cu ca ngnh khoa

hc x hi (Bollen & Hoyle 1991). iu chng t s th v trong nghin cu

51

khm ph, chng t li ch ca loi nghin cu nh lng so vi nghin cu nh

tnh. Do , m hnh l thuyt phi c iu chnh li cho ph hp v thc hin

cc phn tch tip theo. M hnh sau khi iu chnh c biu din hnh 4.4.

Hnh 4.4: M hnh nghin cu iu chnh

Gi thuyt nghin cu iu chnh:

H1: Nu nng lc phc v ca k tc x K3, K4 c sinh vin nh gi cao th cng lm tng s hi lng ca sinh vin i vi k tc x.

H2: Nu s cm thng c sinh vin nh gi cao th s hi lng ca sinh vin i vi k tc x ca k tc x K3, K4 cng cao.

H3: Nu c s vt cht ca k tc x K3, K4 cng hin i, cng hp dn th cng lm tng s hi lng ca sinh vin i vi k tc x.

H4: Nu kh nng p ng ca k tc x K3, K4 c sinh vin nh gi cao th s hi lng ca h i vi k tc x cng cao.

H5: Nu gi c ca k tc x K3, K4 c sinh vin nh gi cao th s hi lng ca h i vi k tc x cng cao.

H6: Nu mc tin cy ca k tc x K3, K4 cng cao th s hi lng ca sinh vin i vi k tc cng tng.

Phng trnh nghin cu hi quy tng qut c xy dng nh sau:

Hailong = 0 + 1*Phucvu + 2 *Camthong + 3 *vatchat+ 4 *Dapung+

5 *Gia + 6 *Tincay

Nng lc phc v

S cm thng

C s vt cht

Kh nng p ng

Gi c

Mc tin cy

Hi lng ca sinh

vin H2

H1

H3

H4

H5

H6

52

Trong :

Hailong: S hi lng ca sinh vin i vi k tc x K3, K4 (c xem l

bin ph thuc)

Cc bin c lp l: Phucvu (Nng lc phc v); Camthong (S cm thng);

Vatchat (C s vt cht); apung (Kh nng p ng); Gia (Gi c); Tincay (Mc

tin cy).

4.5 Thc hin mt s kim nh

4.5.1 Phn tch tng quan v hi qui tuyn tnh

4.5.1.1 Xem xt ma trn h s tng quan (r)

Kt qu thng k cho thy, gia cc thang o lng s hi lng ca sinh vin

trong m hnh nghin cu khng c mi tng quan tuyn tnh vi nhau (Ph lc

5). Nh vy s khng xut hin a cng tuyn trong phn tch hi qui.

Bn cnh , kt qu phn tch cng cho thy mc tng quan tuyn tnh

gia tng thang o trn vi thang o s hi lng ca sinh vin, trong mi quan

h tng quan cao nht l gia thang o C s vt cht vi S hi lng ca sinh

vin c r = ,382.

4.5.1.2 nh gi ph hp ca m hnh hi quy tuyn tnh bi

M hnh hi quy bi c xem c dng:

Hailong = 0 + 1*Phucvu + 2 *Camthong + 3 *vatchat+ 4 *Dapung+ 5 *Gia

+ 6 *Tincay

tin hnh phn tch hi quy tuyn tnh bi, cc bin c a vo m hnh

theo phng php Enter. Tiu chun kim nh l tiu chun c xy dng vo phng

php kim nh gi tr thng k F v xc nh xc sut tng ng ca gi tr thng k F,

kim nh mc ph hp gia mu v tng th thng qua h s xc nh R2. Cng c

chn on gip pht hin s tn ti ca cng tuyn trong d liu c nh gi mc

cng tuyn lm thoi ha tham s c lng l: H s phng i phng sai (Variance

inflation factor VIF). Quy tc l khi VIF vt qu 10, l du hiu ca a cng tuyn

(Trng & Ngc 2005).

53

Kt qu phn tch hi quy tuyn tnh ln th nht nh sau (Ph lc s 6).

So snh 2 gi tr R Square v Adjusted R Square c th thy Adjusted R

Square nh hn, dng n nh gi ph hp ca m hnh s an ton hn v n

khng thi phng mc ph hp ca m hnh

Vy h s xc nh c iu chnh Adjusted R Square l ,527. Kt lun l

m hnh c mc gii thch kh tt 52,7%

Kt qu hi quy c tm tt nh sau (Xem bng 4.7 v ph lc s 6).

Bng 4.7: Bng Model Summary v ANOVA

Change Statistics Durbin-Watson

Model

R

R Square

Adjusted R Square

Std. Error of the

Estimate

R Square Change

F Change df1 df2

Sig. F Change

1 ,738(a) ,544 ,527 ,68788294 ,544 31,622 6 159 ,000 1,664 a Predictors: (Constant), Tincay, Vatchat, Dapung, Camthong, Phucvu, Gia b Dependent Variable: Hailong ANOVA(b)

Model Sum of Squares df Mean Square F Sig.

Regression 89,764 6 14,961 36,622 ,000(a) Residual 75,236 159 ,473

1 Total 165,000 165

a Predictors: (Constant), Tincay, Vatchat, Dapung, Camthong, Phucvu, Gia b Dependent Variable: Hailong

H s xc nh hiu chnh Adjusted R-Square l 0,5277, ngha l m hnh hi

quy tuyn tnh xy dng ph hp vi tp d liu n mc 52,7%, iu ny cn

cho thy mi quan h gia bin ph thuc v cc bin c lp l kh cht ch, c 06

bin s trn gp phn gii thch 52,7% s khc bit ca mc hi lng ca sinh

vin i vi k tc x.

Kim nh F s dng trong bng phn tch phng sai vn l mt php kim

nh gi thuyt v ph hp ca m hnh hi quy tuyn tnh tng th. Theo kt

7 Theo kinh nghim ca nh nghin cu Nguyn Trng Hoi (HKT TPHCM): i vi d liu cho th Adjusted R Square t 0,20 -0,40 l chp nhn c; t 0,40 0,60 l tt; t 0,6 0- 0,80 l rt tt; trn 0,80 l him khi xy ra.

54

qu bng 4.7, ta thy kim nh F c gi tr l 36,622 vi Sig. = ,000(a) chng t m

hnh hi quy tuyn tnh bi l ph hp vi tp d liu v c th s dng c.

By gi chng ta kim tra kh nng xy ra hin tng a cng tuyn gia cc bin

c lp:

VIF < 2: Hin tng a cng tuyn gia cc bin c lp nh hng khng ng k n

m hnh.

2 VIF 10: Hin tng a cng tuyn gia cc bin c lp nh hng ng k

n m hnh.

VIF > 10: Du hiu ca a cng tuyn.

Ta thy tt c cc gi tr VIF u = 1: Hin tng a cng tuyn gia cc

bin c lp nh hng khng ng k n m hnh8.

M hnh cng p ng iu kin v phn d, phn d c phn phi xp x

chun (trung bnh Mean =0,00, lch chun Std.Dev = ,98) (Xem Bng 4.8)

i lng thng k Durbin-Watson (d) = 1,664 gn bng 2 nn cc phn d

trong mu khng c t tng quan vi nhau.

Hnh 4.5: th phn phi phn d

Regression Standardized Residual

2.251.75

1.25.75.25-.25

-.75-1.25

-1.75-2.25

-2.75-3.25

Histogram

Dependent Variable: hailong

Fre

quen

cy

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