ĐO LƯỜNG SỰ HÀI LÒNG CỦA NGƯỜI SỬ DỤNG LAO ĐỘNG ĐỐI VỚI DỊCH VỤ HÀNH CHÍNH CÔNG TẠI BẢO HIỂM XÃ HỘI THÀNH PHỐ HỒ CHÍ MINH.PDF

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ĐO LƯỜNG SỰ HÀI LÒNG CỦA NGƯỜI SỬ DỤNG LAO ĐỘNG ĐỐI VỚI DỊCH VỤ HÀNH CHÍNH CÔNG TẠI BẢO HIỂM XÃ HỘI THÀNH PHỐ HỒ CHÍ MINH.PDF

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NG Chí Minh - 2012 0105 i : HAY SINH T - 2012 L IC M N inh Thành t Xin chân th HAY SINH Cơ góp ý giúp cho t Sau cùng, t t i Tơi trình khác TP 20 tháng 12 n ii 12 VI NH VIII IX 4.3 CÔNG 1.1 1.1.1 .7 1.1.2 1.1.3 1.2 1.2.1 10 .10 1.2.2 9001:2008 11 1.2.3 12 1.3 18 1.3.1 ài lòng 18 1.3.2 18 1.3.3 khách hàng 19 1.3.4 iii công 19 1.4 20 1.4.1 20 1.4.2 24 29 29 2.1.1 Các giai 29 31 32 .37 ành 37 38 39 .40 42 .42 42 42 3.2 .44 .44 44 46 48 48 48 48 49 49 iv 50 .50 .51 51 52 53 .53 56 61 62 63 65 66 66 66 .67 71 71 chung 72 5.3 73 73 5.3.2 .74 5.3.3 .75 5.3.4 75 77 78 79 83 v 39 40 .44 .48 48 49 49 50 51 51 thông tin 52 52 -Total Statistics) 55 56 57 57 Explained) 59 60 60 -Total Statistics) 61 b 64 a 64 vi 65 66 68 vii 14 1.2: Mơ hình nghiên tri n Kinh t - Xã h 1.3: Mơ hình ch hài lịng c cơng Vi n nghiên c u phát ng (2010) .21 ng d ch v hành cơng 24 .26 .33 43 BHXH.TP .62 Bi 67 -P Plot .67 viii 98 Rotated Component Matrixa Component TC1 599 TC2 565 TC3 517 TC4 688 TC5 594 TC6 681 VC7 831 VC8 854 VC9 725 VC10 660 VC11 VC12 506 541 NL13 734 NL14 733 NL15 738 NL16 536 NL17 654 TD18 745 TD19 789 TD20 740 TD21 584 TD22 592 DC23 763 DC25 688 DC26 757 QT27 642 QT28 674 QT29 872 QT30 765 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlet Approx t's ChiTest of Square Spheri Df city Sig 856 2283.044 325 000 99 Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Rotation Sums of Squared Loadings Total 7.688 % of Variance 29.568 Cumulative % 29.568 Total 7.688 % of Variance 29.568 Cumulative % 29.568 Total 3.443 % of Variance 13.241 Cumulati ve % 13.241 2.231 8.582 38.150 2.231 8.582 38.150 2.927 11.257 24.498 1.887 7.258 45.408 1.887 7.258 45.408 2.693 10.358 34.856 1.702 6.545 51.953 1.702 6.545 51.953 2.559 9.844 44.700 1.519 5.844 57.797 1.519 5.844 57.797 2.416 9.290 53.990 1.215 4.674 62.472 1.215 4.674 62.472 2.205 8.481 62.472 946 3.638 66.110 902 3.469 69.579 802 3.083 72.662 10 698 2.684 75.346 11 664 2.555 77.901 12 637 2.451 80.353 13 575 2.213 82.566 14 549 2.111 84.676 15 504 1.940 86.617 Compon ent 16 486 1.870 88.487 17 460 1.767 90.254 18 428 1.647 91.901 19 404 1.555 93.456 20 365 1.402 94.858 21 326 1.253 96.110 22 257 990 97.100 23 233 895 97.995 24 214 825 98.820 25 165 635 99.455 26 142 545 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component TC1 630 TC2 600 TC3 556 TC4 648 TC5 595 TC6 632 VC7 856 VC8 885 VC9 715 VC10 662 NL13 739 NL14 731 100 NL15 765 NL16 534 NL17 634 TD18 714 TD19 786 TD20 749 TD21 615 TD22 621 DC23 766 DC25 676 DC26 740 QT28 706 QT29 875 QT30 775 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlet Approx t's ChiTest of Square Spheri df city Sig 860 2165.253 276 000 Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Rotation Sums of Squared Loadings Total 7.456 % of Variance 31.065 Cumulative % 31.065 Total 7.456 % of Variance 31.065 Cumulative % 31.065 Total 3.372 % of Variance 14.049 Cumulati ve % 14.049 2.177 9.072 40.137 2.177 9.072 40.137 2.928 12.199 26.247 1.717 7.155 47.292 1.717 7.155 47.292 2.453 10.219 36.466 1.623 6.764 54.056 1.623 6.764 54.056 2.376 9.898 46.365 Compon ent 1.500 6.250 60.306 1.500 6.250 60.306 2.360 9.834 56.199 1.213 5.053 65.359 1.213 5.053 65.359 2.198 9.160 65.359 912 3.800 69.159 779 3.246 72.405 707 2.944 75.349 10 658 2.742 78.091 11 627 2.613 80.704 12 551 2.295 82.999 13 524 2.184 85.183 14 489 2.036 87.219 15 471 1.964 89.182 16 434 1.807 90.989 101 17 410 1.708 92.697 18 386 1.608 94.305 19 329 1.371 95.676 20 264 1.098 96.775 21 238 990 97.765 22 215 895 98.660 23 168 700 99.360 24 153 640 100.000 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component TC1 593 TC3 472 TC4 696 TC5 645 TC6 726 VC7 854 VC8 884 VC9 718 VC10 658 NL13 739 NL14 745 NL15 785 NL17 646 TD18 724 TD19 800 TD20 757 TD21 611 TD22 620 DC23 767 DC25 667 DC26 QT28 QT29 QT30 739 711 878 778 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization 102 KMO and Bartlett's Test l Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlet Approx t's ChiTest of Square Spheri df city Sig .860 2118.051 253 000 Total Variance Explained Extraction Sums of Squared Loadings Initial Eigenvalues Rotation Sums of Squared Loadings Total 7.365 % of Variance 32.023 Cumulative % 32.023 Total 7.365 % of Variance 32.023 Cumulative % 32.023 Total 3.468 % of Variance 15.080 Cumulati ve % 15.080 2.134 9.278 41.301 2.134 9.278 41.301 2.857 12.422 27.502 1.707 7.422 48.722 1.707 7.422 48.722 2.386 10.373 37.875 1.587 6.900 55.622 1.587 6.900 55.622 2.350 10.218 48.093 1.445 6.281 61.904 1.445 6.281 61.904 2.208 9.601 57.694 1.163 5.057 66.961 1.163 5.057 66.961 2.131 9.266 66.961 829 3.606 70.567 733 3.187 73.754 670 2.914 76.668 10 647 2.812 79.480 11 603 2.620 82.100 12 537 2.333 84.433 13 493 2.146 86.579 14 479 2.084 88.663 15 437 1.898 90.561 16 410 1.783 92.343 Compon ent 17 386 1.677 94.021 18 337 1.464 95.485 19 264 1.146 96.631 20 238 1.036 97.667 21 215 934 98.601 22 168 731 99.332 23 154 668 100.000 Extraction Method: Principal Component Analysis 103 Rotated Component Matrixa Component TC1 551 TC4 720 TC5 662 TC6 770 VC7 858 VC8 885 VC9 722 VC10 663 NL13 735 NL14 743 NL15 786 NL17 645 TD18 771 TD19 828 TD20 779 TD21 654 TD22 659 DC23 785 DC25 683 DC26 755 QT28 709 QT29 881 QT30 779 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization – KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Approx ChiTest of Square Sphericit Df y Sig .709 249.860 000 Communalities HL31 Initial 1.000 Extraction 765 HL32 1.000 817 HL33 1.000 708 Extraction Method: Principal Component Analysis 104 Total Variance Explained Initial Eigenvalues Total Component % of Variance 76.314 2.289 Extraction Sums of Squared Loadings Cumulative % 76.314 435 9.173 2.289 % of Variance 76.314 90.827 275 14.513 Total 100.000 Component Matrixa Component HL31 874 HL32 904 HL33 841 Cronbach Reliability Statistics Cronbach's Alpha 690 N of Items Item Statistics TC1 Mean 3.96 Std Deviation 747 N TC4 3.28 845 196 TC5 3.40 814 196 TC6 3.39 831 196 196 Item-Total Statistics TC1 Scale Mean if Item Deleted 10.07 Scale Variance if Item Deleted 3.790 Corrected ItemTotal Correlation 376 Cronbach's Alpha if Item Deleted 682 TC4 10.76 3.137 531 586 TC5 10.63 3.393 462 632 TC6 10.64 3.185 527 589 Reliability Statistics Cronbach's Alpha 841 N of Items Cumulative % 76.314 105 Item Statistics VC7 Mean 4.29 Std Deviation 608 N VC8 4.22 670 196 VC9 4.12 703 196 VC10 3.97 740 196 196 Item-Total Statistics VC7 Scale Mean if Item Deleted 12.31 Scale Variance if Item Deleted 3.098 Corrected ItemTotal Correlation 736 Cronbach's Alpha if Item Deleted 778 VC8 12.38 2.954 711 783 VC9 12.48 2.948 663 805 VC10 12.62 2.944 610 831 Reliability Statistics Cronbach's Alpha 755 N of Items Item Statistics NL13 Mean 3.39 Std Deviation 873 N NL14 3.43 758 196 NL15 3.40 801 196 NL17 3.31 823 196 196 Item-Total Statistics NL13 Scale Mean if Item Deleted 10.14 Scale Variance if Item Deleted 3.576 Corrected ItemTotal Correlation 539 Cronbach's Alpha if Item Deleted 706 NL14 10.10 3.729 620 664 NL15 10.13 3.804 536 706 NL17 10.21 3.779 519 715 Reliability Statistics Cronbach's Alpha 902 N of Items 106 Item Statistics TD18 Mean 3.45 Std Deviation 849 N TD19 3.26 863 196 TD20 3.38 798 196 TD21 3.40 748 196 TD22 3.34 816 196 196 Item-Total Statistics TD18 Scale Mean if Item Deleted 13.37 Scale Variance if Item Deleted 7.712 Corrected ItemTotal Correlation 745 Cronbach's Alpha if Item Deleted 883 TD19 13.57 7.406 807 868 TD20 13.44 7.735 805 870 TD21 13.42 8.460 671 897 TD22 13.48 7.841 752 881 Reliability Statistics Cronbach's Alpha 723 N of Items Item Statistics DC23 Mean 2.98 Std Deviation 747 N DC25 3.47 740 196 DC26 3.33 700 196 196 Item-Total Statistics DC23 Scale Mean if Item Deleted 6.80 Scale Variance if Item Deleted 1.545 Corrected ItemTotal Correlation 527 Cronbach's Alpha if Item Deleted 657 DC25 6.32 1.571 519 666 DC26 6.45 1.562 589 583 Reliability Statistics Cronbach's Alpha 832 N of Items Item Statistics Mean QT28 3.54 Std Deviation 780 N QT29 3.36 839 196 QT30 3.35 818 196 196 107 Item-Total Statistics QT28 Scale Mean if Item Deleted 6.71 Scale Variance if Item Deleted 2.443 Corrected ItemTotal Correlation 574 Cronbach's Alpha if Item Deleted 876 QT29 6.88 1.899 800 654 QT30 6.90 2.092 715 745 Reliability Statistics Cronbach's Alpha 843 N of Items Item Statistics HL31 Mean 3.27 Std Deviation 765 N HL32 3.40 727 196 HL33 3.45 766 196 196 Item-Total Statistics HL31 Scale Mean if Item Deleted 6.85 Scale Variance if Item Deleted 1.833 Corrected ItemTotal Correlation 708 Cronbach's Alpha if Item Deleted 783 HL32 6.71 1.846 765 729 HL33 6.66 1.907 657 832 phù h p c a mơ hình h i quy n tính b i Variables Entered/Removeda Model REGR REGR REGR REGR REGR REGR Variables factor score factor score factor score factor score factor score factor score Entered for analysis for analysis for analysis for analysis for analysis for analysis Variables Removed 6, 5, 2, 3, 1, 4b Method Enter Model Summaryb Model R Square R 818a Adjusted R Square 670 659 Std Error of the Estimate 583566 96 Durbi nWatso n 1.783 a Predictors: (Constant), REGR factor score for analysis 6, REGR factor score for analysis 5, REGR factor score for analysis 2, REGR factor score for analysis 3, REGR factor score for analysis 1, REGR factor score for analysis 108 ANOVAa Sum of Squares Model Regression Mean Square df 130.636 189 Sig .000b 341 195.000 Total a Dependent Variable: REGR factor score 21.773 64.364 Residual F 63.93 195 for analysis Coefficientsa Standardi zed Coefficien ts Unstandardized Coefficients Std Error t 000 Sig 1.000 196 4.152 000 782 1.279 048 062 1.294 197 769 1.300 082 047 082 1.761 080 798 1.253 445 060 445 7.420 000 485 2.061 -.049 049 -.049 1.011 313 733 1.364 306 051 306 5.975 000 664 1.506 B Model (Constant) Beta -2.271E-16 REGR factor score for analysis REGR factor score for analysis REGR factor score for analysis REGR factor score for analysis REGR factor score for analysis REGR factor score for analysis Collinearity Statistics Toler ance VIF 042 196 047 062 : Correlations abs_resid Correlation Coefficient 1.000 Sig (2tailed) N ** Correlation is significant at the 0.01 level (2-tailed) 196 REGR factor score for analysis REGR factor score for analysis REGR factor score for analysis 0.06 0.01 0.04 0.13 0.43 abs_resid Spearm an's rho REGR factor score for analysis 0.86 0.61 0.07 196 196 196 196 109 One-Sample Statistics 196 Mean 3.5089 Std Deviation 58308 Std Error Mean 04165 196 4.1492 56135 04010 196 3.3814 61833 04417 196 3.3643 69115 04937 196 3.2619 58519 04180 196 3.4150 70337 05024 196 3.3707 65699 04693 N H1 H2 H3 H4 H5 H6 H One-Sample Test Test Value = H1 H2 H3 H4 H5 H6 H t 12.220 df 195 95% Confidence Interval of the Difference Sig (2tailed) 000 Mean Difference 50893 Lower 4268 Upper 5911 28.662 195 000 1.14923 1.0702 1.2283 8.635 195 000 38138 2943 4685 7.379 195 000 36429 2669 4616 6.266 195 000 26190 1795 3443 8.260 195 000 41497 3159 5141 7.900 195 000 37075 2782 4633 12: Group Statistics N gioi tinh S Nam Nữ 36 Mean 3.4167 Std Deviation 70542 Std Error Mean 11757 160 3.3604 64749 05119 110 Independent Samples Test S Levene's Test for Equality of Variances t-test for Equality of Means Equal variances assumed 1.790 F Sig Equal variances not assumed 182 T 463 439 Df 194 49.139 Sig (2-tailed) 644 Std Error Difference 95% Confidence Interval of the Difference 663 05625 Mean Difference 05625 12144 -.20142 29576 Upper 12823 -.18326 Lower 31392 : ANOVA S Sum of Squares Between Groups Mean Square df 1.170 390 Within Groups 83.000 192 84.170 Sig .432 Total F 902 195 441 : ANOVA S Sum of Squares Between Groups Mean Square df 3.016 603 Within Groups 81.154 190 427 Total 84.170 195 F 1.412 Sig .222 111 : ANOVA S Sum of Squares Between Groups Mean Square df 3.102 775 Within Groups 81.068 191 84.170 Sig .424 Total F 1.827 195 125 : Phân ANOVA S Sum of Squares Between Groups Mean Square df 826 165 Within Groups 83.344 190 84.170 Sig .377 864 439 Total F 195 : ANOVA S ng Sum of Squares Between Groups Mean Square df 1.991 498 Within Groups 82.179 191 430 Total 84.170 195 F 1.157 Sig .331 112 : ANOVA S Sum of Squares Between Groups Mean Square df F 455 152 Within Groups 83.715 192 436 Total 84.170 Sig .348 195 791 : Case Summary Cases Valid Missing N Percent a timhieu 196 N 100.0% Total Percent 0.0% a Group timhieu Frequencies Responses N timhieua Treân web cuûa BHXH TP Percent Percent of Cases 63.3% 91.3% Qua liên hệ điện thoại 61 21.6% 31.1% Tại quan BHXH TP Total 179 43 15.2% 21.9% 283 100.0% 144.4% _ N Percent 196 100.0% ... c Trung tâm gi thi u vi v i nhân t , ng lao làm hài lòng c a ng Tin c y, áp g có tác nh cho th y c nhân t hài lòng c c i thi n theo chi i lao g i v i thành ph C n Th g K t qu ki Th 22 bi n quan... nh ng bi nhân viên ng s hài lòng c c ph c v ; ph c v ; i dân, có nhân t sau: v t ch t nhân t có n s hài lịng c ng c l i Para tha m hành cơng công, ng n làm vi c Trong thành ph n tích c ns rình... lên m n s hài lịng c a ng bi n v i nhân t hài lòng c a i c ng s c l i 1.4.1.4 Nguy n Toàn Th ng (2010): Tác gi th c hi n i v i d ch v hành cơng c a T m t c t i S K ho c T k L k ng s hài lòng c a

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