  N    CO.OP MART CHI NHÁNH LU VN          Kinh doanh t 60340121    H   L Tôi xin       Tp. 72       M D D D D T  1 1.1.  1  2  3  3  3  3  3  5  5 1.6.2. Các nghi 6 1.7.  8  8  9  10  10  10  10  11  111  111  12  122 2.4.1.  122  144  155  155 2.5.2. Mô hình SERVPERF 200  200  211  222  222 2.6.2. Mô hình nghiên   233  244  244 2.7 266  277  29  29 3 30 3thông tin 30 3 30 3 30 3 31 3 31 3 31 3 32 3 32 3 34 3 35 3 36 3 36 3 40 3 41 3.5 42 3.5 42 3.5 43 3.5 44 3 44 4 46 4 46 4 49 4 Alpha 49 4   52 4 55 4 56 4 57 4 58 4 59 4 61 4.5.  khách hàng  65 4 65 4 66 4 67 4.5. 67 4 68 4 69 5 700 5 700 5 71 5 71 5 711 5 73 5.2.4 73 5.3.  74 5 74 5 74       ANOVA Analysis of Variance  EFA Exploratory Factor Analysis   KMO - Mayer  Olkin  SERV - PERVAL Service Perceived Value   Sig Observed significance level  SPSS Statistical Package for the Social Sciences   VIF Variance inflation factor  sai RSQS Retail service quality scale   ACSI American Customer Satisfaction Index   SCID Saigon Co.op investment development     26  27  27 3 32 3 37 3. 41 3 41 4Cronbach A 49 4 hài lòng khách hàng 52 4.3 53 4.4EFA 533 4.5 54 4.6EFA 55 4.7 55 4.8 56 4.9 58 4.10 59 4.11 60 4.12 62 B4.13: -sample T -  66 4.14 66 4.15 66 4.16 67 4.17 67 4.18: L 67 4.19A 67 4.20A 68 4.21 68 4.22 68 4.23 69 [...]... hìn 16 4 17 cách 5 Thông báo cho khách hàng Nhà cung cung cách 4 cách 3 cách 1 cách 2 hàng ( ) 18 sau: CLDV = F((KC_5 = f (KC_1, KC_2, KC_3, KC_4)) SERVQUAL (Parasuraman et al., 1985) mô hình thành 10 19 cho kh xuyên cá nhân, khách hàng 20 2.5.2 Mô hình SERVPERF à SER 2.5.3 - 21 và m hình SERVPERF, 5) và Nguyen (2006) 2.5.4 th a mãn là 22 Lòng trung thành hàng : Fornell, 1996) th khách hàng 2.6 2.6.1... 48 48 56 3 4 5 6 7 P 8 P 9 10 50 Thông qua tin 1 NGHIÊN C 1.1 3) , tro N Theo 12 659 siêu - P Gòn Center (Singapore), Diamond P 2 , s h Co.op Mart chi nhánh hài l , xác hàng khi 3 hai, - 50 khách Mart - 11 rõ ràng Sau công ty - 4 thông qua s Co.op Mart Th perf 250 SPSS 20 c 5 1.6.1.1 Rodolfo Vázquez (2001), c làm rõ, Sau khi và chính sách công ty 1.6.1.2 (2001), ánh giá RSQS (Dabholkar... Edvardsson, Thomass Trong : Gronroos (1984) là: 2.3 2.3.1 Carol, Glen khách hàng bên ngoài g khách hàng n g hai 12 - 2.3.2 Hài l (Oliver, 1997) Theo Tse và Wilton, 1988, hài lòng (Kotler, 2001) (Kotler & Keller, 2006) Khách thích thú 2.4 2.4.1 C Ch 1982; Spreng Mackezie and Olshav h a 13 a ách hàng Berry, and Parasuraman 1996; Rust, 1993 a mãn khách hàng and Suprenant, 1982; Oliver and DeSarbo, 1988; Anderson... SERVQUAL và RSQS m d 6 V hai SERVQUAL cho hay không RSQS không Các y - các s , Chính s 1.6.2.2 và (1) Co.op Mart, (2) Maxim A 7 và lòng 1.6.2.3 (2012), 1.6.2.4 Servqual hay Servperf nghi h ng và 8 1.7 khá 1.8 5 : - - 3: T - 4: y 9 - 5: c lai 1.9 Nghiên c u nh c - Cách thu t 10 2: , a mãn khách hàng 2.1 2.2 2.2 nhau hàng 11 2.2.2 i trong các (Wisniewski, 2001) còn 1990; Asubonteng & ctg, 1996; Wisniewski... khách hàng and Suprenant, 1982; Oliver and DeSarbo, 1988; Anderson and Sullivan, th 14 C 1982; Cronin and Taylor 1992; Spreng and MacKenzie, 1996; Oliver, 1993; Fornell 1992; Oliver and DeSarbo 1988; Chigozirim, 2008) h (Service Quality) (Situation Factors) (Product Quality) (Customer Satisfaction) (Price) (Personal Factors) ( ml và Bitner, 2000) MacKenzie Peeters, 1997) 2.4.2 Giá Theo Kotler và Armstrong .    CO. OP MART CHI NHÁNH LU VN   .                 Co. op Mart chi nhánh .    hài. A 49 4 hài lòng khách hàng 52 4.3 53 4.4EFA