Luận văn Một số giải pháp gia tăng giá trị dành cho khách hàng được cảm nhận đối với sản phẩm Gas bình dân dụng của công ty TNHH gas Petrolimex Sài Gòn

5 33. Tôi phải rất vất vả mới tìm mua ñược gas X. ......................................................... 1 2 3 4 5 34. Tôi phải tốn nhiều công sức ñể lắp ñặt và sử dụng gas X. ..................................... 1 2 3 4 5 35. Tôi phải tốn nhiều công sức ñể ñược ñáp ứng các yêu cầu bảo hành, bảo trì. ....... 1 2 3 4 5 36. Tôi cảm thấy không an tâm khi sử dụng gas X. ..................................................... 1 2 3 4 5 37. Tôi cảm thấy mình không hiểu nhiều lắm về cách sử dụng gas X một cách an toàn. 1 2 3 4 5 38. Tôi phải bận tâm nhiều tới việc sử dụng gas X trong nhà mình. ........................... 1 2 3 4 5 39. Việc giao gas, bảo hành, bảo trì luôn gây phiền phức và khó chịu. ....................... 1 2 3 4 5 40. Tôi không chắc là mình mua ñược ñúng loại gas X chính hãng. ........................... 1 2 3 4 5 41. Giá trị mà tôi nhận ñược từ gas X là xứng ñáng với chi phí tôi bỏ ra. ................... 1 2 3 4 5 42. Gas X mang lại cho tôi nhiều giá trị nhất với chi phí tôi bỏ ra. ............................. 1 2 3 4 5 43. Chất lượng gas X là tương xứng với giá cả. ........................................................... 1 2 3 4 5 44. Sử dụng gas X giúp tôi tiết kiệm ñược nhiều chi phí. ............................................ 1 2 3 4 5 45. Tôi sẵn sàng chi thêm tiền ñể sử dụng ñược gas X. ............................................... 1 2 3 4 5 46. Tôi vẫn tiếp tục sử dụng gas X khi nó tăng giá....................................................... 1 2 3 4 5 Phần II: Một số thông tin khác: 1. Thông tin cá nhân: - Họ và tên của anh/chị:.............................................................................................................. - ðịa chỉ:....................................................................................................................................... 2. Giới tính: Nam Nữ 3. Xin vui lòng cho biết anh/chị thuộc nhóm tuổi nào dưới ñây: 18 - 30 31 - 50 Trên 50 4. Anh/chị có thường xuyên sử dụng gas không? Sử dụng hàng ngày Không sử dụng hàng ngày i Phụ lục 5. Cronbach alpha thang do nháp 1. Thang ño giá trị sản phẩm 1. PV_1 vo sach dep 2. PV_2 phu kien de su dung 3. PV_3 hieu suat nhiet cao nen tiet kiem 4. PV_4 lua xanh 5. PV_5 khong anh huong mui vi 6. PV_6 gas chat luong 7. PV_7 phu kien chat luong 8. PV_8 an toan Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PV_1 25,0333 11,3076 ,5427 ,7739 PV_2 24,9667 12,3009 ,3876 ,7974 PV_3 25,1467 12,5018 ,4248 ,7908 PV_4 24,6933 11,1939 ,5943 ,7653 PV_5 24,6667 12,5861 ,3292 ,8059 PV_6 24,7333 11,2170 ,6663 ,7555 PV_7 25,0000 11,6510 ,5950 ,7671 PV_8 24,8867 11,3092 ,5735 ,7688 N of Cases = 150,0 N of Items = 8 Alpha = ,8010 Sau khi loại PV_2,3,5 Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PV_1 14,4733 5,2577 ,5931 ,7707 PV_4 14,1333 5,4183 ,5726 ,7766 PV_6 14,1733 5,4328 ,6521 ,7531 PV_7 14,4400 5,7514 ,5734 ,7765 PV_8 14,3267 5,4026 ,5823 ,7735 Reliability Coefficients N of Cases = 150,0 N of Items = 5 Alpha = ,8073 ii 2. Thang ño giá trị dịch vụ 1. SV_1 dung luc 2. SV_2 lap dat nhanh 3. SV_3 huong dan de hieu, de thuc hien 4. SV_4 sua chua, bao tri dap ung tot 5. SV_5 kiem tra bep 6. SV_6 bao hiem 7. SV_7 khuyen mai 8. SV_8 thong tin hang gia Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted SV_1 23,2467 15,8783 ,6287 ,8029 SV_2 23,2600 18,4756 ,2306 ,8503 SV_3 23,2733 16,8711 ,6096 ,8087 SV_4 23,8000 16,0403 ,6086 ,8056 SV_5 23,8333 14,6902 ,7127 ,7892 SV_6 23,8267 15,6073 ,6421 ,8006 SV_7 24,0667 15,8210 ,5763 ,8096 SV_8 24,1133 15,9535 ,4931 ,8227 Reliability Coefficients N of Cases = 150,0 N of Items = 8 Alpha = ,8317 3. Thang ño giá trị nhân sự 1. EV_1 giai dap thac mac 2. EV_2 tinh than trach nhiem 3. EV_3 thai do phuc vu 4. EV_4 tu van huu ich 5. EV_5 co cam tinh Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted EV_1 12,6733 5,2953 ,5892 ,8245 EV_2 12,6267 5,6852 ,6934 ,7908 EV_3 12,5600 5,9662 ,6385 ,8062 EV_4 12,6667 5,4855 ,6507 ,8008 EV_5 12,8067 5,6604 ,6546 ,8000 Reliability Coefficients N of Cases = 150,0 N of Items = 5 Alpha = ,8370 iii 4. Thang ño giá trị hình ảnh 1. IV_1 quan tam den thuong hieu 2. IV_2 thuong hieu lon 3. IV_3 uy tin 4. IV_4 nhan biet duoc 5. IV_5 tin tuong Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted IV_1 13,9133 5,7038 ,6884 ,7621 IV_2 13,8200 5,9472 ,6365 ,7780 IV_3 13,8467 5,8085 ,7125 ,7572 IV_4 14,3867 6,2522 ,4043 ,8536 IV_5 13,9267 5,8536 ,6721 ,7679 Reliability Coefficients N of Cases = 150,0 N of Items = 5 Alpha = ,8201 5. Thang ño chi phí bằng tiền 1. MC_1 rat mac 2. MC_2 thieu canh tranh 3. MC_3 bien dong 4. MC_4 vo binh mac 5. MC_5 phu kien mac 6. MC_6 chi phi di lai 7. MC_7 chi phi dien thoai 8. MC_8 sua chua ton kem 9. MC_9 cac dai ly it ban Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted MC_1 22,8667 19,8613 ,6202 ,8048 MC_2 23,0400 20,2803 ,5961 ,8081 MC_3 22,8333 19,6432 ,6105 ,8052 MC_4 22,9667 19,7640 ,6455 ,8022 MC_5 23,0267 19,8919 ,6323 ,8038 MC_6 23,5867 21,4253 ,2835 ,8455 MC_7 23,3933 18,8174 ,6280 ,8023 MC_8 23,3333 19,0962 ,6713 ,7978 MC_9 23,5400 22,0353 ,2494 ,8460 Reliability Coefficients N of Cases = 150,0 N of Items = 9 Alpha = ,8309 iv Sau khi loại MC_6,9 Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted MC_1 17,8467 14,5065 ,6209 ,8565 MC_2 18,0200 14,5298 ,6625 ,8517 MC_3 17,8133 13,9515 ,6768 ,8491 MC_4 17,9467 14,3059 ,6693 ,8504 MC_5 18,0067 14,7583 ,5911 ,8603 MC_7 18,3733 13,5375 ,6388 ,8558 MC_8 18,3133 13,7468 ,6909 ,8471 Reliability Coefficients N of Cases = 150,0 N of Items = 7 Alpha = ,8713 6. Thang ño chi phí thời gian 1. TC_1 thoi gian dat mua 2. TC_2 thoi gian cho doi lau 3. TC_3 anh huong cong viec 4. TC_4 thoi gia lap dat, sua chua, bao tr Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted TC_1 7,3800 5,3647 ,7628 ,8087 TC_2 7,4400 5,1877 ,7722 ,8031 TC_3 7,1733 5,0033 ,6894 ,8413 TC_4 7,2867 5,7092 ,6440 ,8540 Reliability Coefficients N of Cases = 150,0 N of Items = 4 Alpha = ,8645 7. Thang ño chi phí năng lượng 1. EC_1 vat va tim mua 2. EC_2 cong suc lap dat su dung 3. EC_3 cong suc yeu cau sua chua Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted EC_1 4,8121 2,3699 ,6900 ,8558 EC_2 4,6107 2,1718 ,8209 ,7359 EC_3 4,4832 2,2379 ,7191 ,8310 v Reliability Coefficients N of Cases = 149,0 N of Items = 3 Alpha = ,8642 8. Thang ño chi phí tinh thần 1. PSC_1 khong an tam 2. PSC_2 khong hieu nhieu lam 3. PSC_3 phai ban tam nhieu 4. PSC_4 phien phuc kho chiu 5. PSC_5 khong chac mua hang chinh hang Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PSC_1 11,1667 8,4888 ,5510 ,8010 PSC_2 10,5867 7,5327 ,6860 ,7613 PSC_3 10,8800 7,8244 ,6998 ,7598 PSC_4 11,0400 8,2132 ,5857 ,7915 PSC_5 10,3533 7,6126 ,5569 ,8054 Reliability Coefficients N of Cases = 150,0 N of Items = 5 Alpha = ,8196 9. Thang ño giá trị dành cho khách hàng ñược cảm nhận 1. DV_1 gia tri xung dang voi chi phi 2. DV_2 nhieu gia tri nhat voi chi phi bo ra 3. DV_3 chat luong tuong xung gia ca 4. DV_4 tiet kiem duoc nhieu chi phi 5. DV_5 san sang chi them tien 6. DV_6 tiep tuc dung khi tang gia Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted DV_1 15,8867 11,3763 ,7197 ,8459 DV_2 16,0467 11,3334 ,7113 ,8468 DV_3 15,9067 10,9443 ,7363 ,8417 DV_4 16,0267 11,1402 ,7059 ,8470 DV_5 16,4067 10,9006 ,6278 ,8620 DV_6 16,1600 11,1286 ,5890 ,8690 Reliability Coefficients N of Cases = 150,0 N of Items = 6 Alpha = ,8736 i Phụ lục 6. EFA thang do nháp 1. Thang ño giá trị dành cho khách hàng ñược cảm nhận KMO and Bartlett's Test ,851 475,346 15 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 3,743 62,390 62,390 3,319 55,321 55,321 ,921 15,348 77,738 ,439 7,311 85,049 ,369 6,146 91,196 ,284 4,727 95,923 ,245 4,077 100,000 Factor 1 2 3 4 5 6 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,804 ,795 ,831 ,758 ,642 ,602 gia tri xung dang voi chi phi nhieu gia tri nhat voi chi phi bo ra chat luong tuong xung gia ca tiet kiem duoc nhieu chi phi san sang chi them tien tiep tuc dung khi tang gia 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 5 iterations required.a. ii 2. Thang ño giá trị sản phẩm KMO and Bartlett's Test ,776 343,362 28 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 3,432 42,897 42,897 2,840 35,498 35,498 ,971 12,144 55,041 ,846 10,570 65,610 ,787 9,840 75,450 ,759 9,492 84,942 ,582 7,281 92,223 ,335 4,187 96,409 ,287 3,591 100,000 Factor 1 2 3 4 5 6 7 8 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,631 ,421 ,480 ,666 ,370 ,759 ,659 ,667 vo sach dep phu kien de su dung hieu suat nhiet cao nen tiet kiem lua xanh khong anh huong mui vi gas chat luong phu kien chat luong an toan 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 5 iterations required.a. iii Sau khi loại PV_2,3,5 KMO and Bartlett's Test ,724 254,371 10 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 2,836 56,724 56,724 2,301 46,018 46,018 ,787 15,748 72,471 ,696 13,928 86,400 ,388 7,765 94,165 ,292 5,835 100,000 Factor 1 2 3 4 5 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,666 ,652 ,749 ,644 ,677 vo sach dep lua xanh gas chat luong phu kien chat luong an toan 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 5 iterations required.a. iv 3. Thang ño giá trị dịch vụ KMO and Bartlett's Test ,836 408,540 21 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 3,731 53,302 53,302 3,207 45,821 45,821 ,931 13,294 66,596 ,682 9,741 76,337 ,547 7,811 84,148 ,470 6,718 90,866 ,369 5,275 96,140 ,270 3,860 100,000 Factor 1 2 3 4 5 6 7 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,645 ,644 ,657 ,819 ,722 ,647 ,578 dung luc huong dan de hieu, de thuc hien sua chua, bao tri dap ung tot kiem tra bep bao hiem khuyen mai thong tin hang gia 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 5 iterations required.a. v 3. Thang ño giá trị nhân sự KMO and Bartlett's Test ,782 295,472 10 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 3,072 61,439 61,439 2,597 51,947 51,947 ,649 12,973 74,412 ,588 11,768 86,180 ,422 8,443 94,623 ,269 5,377 100,000 Factor 1 2 3 4 5 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,646 ,782 ,728 ,712 ,729 giai dap thac mac tinh than trach nhiem thai do phuc vu tu van huu ich co cam tinh 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 5 iterations required.a. vi 4. Thang ño giá trị thương hiệu KMO and Bartlett's Test ,806 299,682 10 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 3,010 60,191 60,191 2,576 51,529 51,529 ,871 17,415 77,605 ,464 9,277 86,882 ,362 7,244 94,126 ,294 5,874 100,000 Factor 1 2 3 4 5 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,774 ,756 ,836 ,432 ,722 quan tam den thuong hieu thuong hieu lon uy tin nhan biet duoc tin tuong 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 6 iterations required.a. vii Sau khi loại IV_4 KMO and Bartlett's Test ,815 259,016 6 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 2,787 69,668 69,668 2,400 59,999 59,999 ,505 12,627 82,295 ,414 10,362 92,657 ,294 7,343 100,000 Factor 1 2 3 4 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,756 ,793 ,862 ,676 quan tam den thuong hieu thuong hieu lon uy tin tin tuong 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 7 iterations required.a. viii 5. Thang ño chi phí bằng tiền KMO and Bartlett's Test ,828 493,824 21 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 3,972 56,742 56,742 3,472 49,603 49,603 ,939 13,414 70,156 ,610 8,717 78,872 ,535 7,643 86,515 ,441 6,299 92,814 ,266 3,805 96,620 ,237 3,380 100,000 Factor 1 2 3 4 5 6 7 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,667 ,720 ,744 ,730 ,643 ,685 ,735 rat mac thieu canh tranh bien dong vo binh mac phu kien mac chi phi dien thoai sua chua ton kem 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 5 iterations required.a. ix 6. Thang ño chi phí thời gian KMO and Bartlett's Test ,791 296,580 6 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 2,863 71,587 71,587 2,505 62,618 62,618 ,486 12,158 83,744 ,427 10,680 94,424 ,223 5,576 100,000 Factor 1 2 3 4 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,852 ,863 ,745 ,692 thoi gian dat mua thoi gian cho doi lau anh huong cong viec thoi gia lap dat, sua chua, bao tr 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 6 iterations required.a. x 7. Thang ño chi phí năng lượng KMO and Bartlett's Test ,696 224,864 3 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 2,364 78,797 78,797 2,080 69,323 69,323 ,420 13,987 92,784 ,216 7,216 100,000 Factor 1 2 3 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,744 ,955 ,784 vat va tim mua cong suc lap dat su dung cong suc yeu cau sua chua 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 15 iterations required.a. xi 8. Thang ño chi phí tinh thần KMO and Bartlett's Test ,795 261,132 10 ,000 Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Approx. Chi-Square df Sig. Bartlett's Test of Sphericity Total Variance Explained 2,938 58,765 58,765 2,453 49,054 49,054 ,721 14,427 73,193 ,581 11,620 84,813 ,467 9,332 94,145 ,293 5,855 100,000 Factor 1 2 3 4 5 Total % of Variance Cumulative % Total % of Variance Cumulative % Initial Eigenvalues Extraction Sums of Squared Loadings Extraction Method: Principal Axis Factoring. Factor Matrixa ,624 ,790 ,810 ,639 ,613 khong an tam khong hieu nhieu lam phai ban tam nhieu phien phuc kho chiu khong chac mua hang chinh hang 1 Factor Extraction Method: Principal Axis Factoring. 1 factors extracted. 6 iterations required.a. i Phụ lục 7. Cronbach alpha các thang ño chính thức 1. Thang ño giá trị sản phẩm PV 1. PV_1 vo sach dep 2. PV_4 lua xanh 3. PV_6 gas chat luong 4. PV_7 phu kien chat luong 5. PV_8 an toan Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PV_1 14,9075 5,9507 ,5490 ,7513 PV_4 14,5413 6,0387 ,5806 ,7390 PV_6 14,6782 6,1716 ,6314 ,7241 PV_7 14,9051 6,4490 ,5203 ,7585 PV_8 14,6350 6,4222 ,5365 ,7535 Reliability Coefficients N of Cases = 811,0 N of Items = 5 Alpha = ,7854 Sau khi loại PV_8 Item-total Statistics Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PV_1 11,1258 3,6681 ,5557 ,6944 PV_4 10,7596 3,7384 ,5921 ,6718 PV_6 10,8964 3,9843 ,5937 ,6747 PV_7 11,1233 4,2465 ,4656 ,7396 Reliability Coefficients N of Cases = 811,0 N of Items = 4 Alpha = ,7535 ii 2. Thang ño giá trị dịch vụ SV 1. SV_1 dung luc 2. SV_3 huong dan de hieu, de thuc hien 3. SV_4 sua chua, bao tri dap ung tot 4. SV_5 kiem tra bep 5. SV_6 bao hiem 6. SV_7 khuyen mai 7. SV_8 thong tin hang gia Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted SV_1 20,7349 14,3136 ,6460 ,8142 SV_3 20,5401 15,8438 ,5029 ,8349 SV_4 20,9063 15,1394 ,5912 ,8232 SV_5 20,8594 14,0691 ,6470 ,8137 SV_6 20,9704 14,5250 ,6580 ,8131 SV_7 20,9729 14,1252 ,6070 ,8203 SV_8 21,1393 13,8139 ,5631 ,8304 Reliability Coefficients N of Cases = 811,0 N of Items = 7 Alpha = ,8431 iii 3. Thang ño giá trị nhân sự EV 1. EV_1 giai dap thac mac 2. EV_2 tinh than trach nhiem 3. EV_3 thai do phuc vu 4. EV_4 tu van huu ich 5. EV_5 co cam tinh Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted EV_1 13,9655 7,5198 ,5786 ,6840 EV_2 13,8804 7,6486 ,6127 ,6765 EV_3 13,7435 7,6008 ,6346 ,6700 EV_4 13,9457 7,7847 ,5598 ,6927 EV_5 13,9790 7,1119 ,3374 ,8120 Reliability Coefficients N of Cases = 811,0 N of Items = 5 Alpha = ,7497 Sau khi loại EV_5 Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted EV_1 10,5660 4,0756 ,6389 ,7604 EV_2 10,4809 4,2623 ,6487 ,7555 EV_3 10,3440 4,1864 ,6882 ,7372 EV_4 10,5462 4,4803 ,5503 ,8009 Reliability Coefficients N of Cases = 811,0 N of Items = 4 Alpha = ,8120 iv 4. Thang ño giá trị hình ảnh IV 1. IV_1 quan tam den thuong hieu 2. IV_2 thuong hieu lon 3. IV_3 uy tin 4. IV_5 tin tuong Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted IV_1 11,1887 3,7483 ,5727 ,7748 IV_2 11,1763 3,7800 ,6263 ,7465 IV_3 11,1529 3,6926 ,6717 ,7243 IV_5 11,1640 3,9792 ,5954 ,7617 Reliability Coefficients N of Cases = 811,0 N of Items = 4 Alpha = ,8018 5. Thang ño chi phí bằng tiền MC 1. MC_1 rat mac 2. MC_2 thieu canh tranh 3. MC_3 bien dong 4. MC_4 vo binh mac 5. MC_5 phu kien mac 6. MC_7 chi phi dien thoai 7. MC_8 sua chua ton kem Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted MC_1 17,3366 13,7100 ,6023 ,7782 MC_2 17,5425 14,7473 ,5620 ,7861 MC_3 17,2256 13,3601 ,6249 ,7738 MC_4 17,3070 14,1883 ,6131 ,7769 MC_5 17,4316 14,4407 ,6021 ,7793 MC_7 17,8915 15,1388 ,4513 ,8044 MC_8 17,8101 15,7195 ,3972 ,8121 Reliability Coefficients N of Cases = 811,0 N of Items = 7 Alpha = ,8125 v Sau khi loại MC_7,8 Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted MC_1 12,1899 8,0182 ,6331 ,7853 MC_2 12,3958 8,9999 ,5594 ,8055 MC_3 12,0789 7,6456 ,6775 ,7716 MC_4 12,1603 8,3471 ,6603 ,7775 MC_5 12,2848 8,8953 ,5693 ,8029 Reliability Coefficients N of Cases = 811,0 N of Items = 5 Alpha = ,8241 6. Thang ño chi phí thời gian TC 1. TC_1 thoi gian dat mua 2. TC_2 thoi gian cho doi lau 3. TC_3 anh huong cong viec 4. TC_4 thoi gia lap dat, sua chua, bao tr Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted TC_1 7,3465 4,1798 ,6169 ,7583 TC_2 7,3527 4,0903 ,6240 ,7547 TC_3 7,1134 3,8809 ,6660 ,7336 TC_4 7,1073 4,2144 ,5763 ,7774 Reliability Coefficients N of Cases = 811,0 N of Items = 4 Alpha = ,8055 vi 7. Thang ño chi phí năng lượng EC 1. EC_1 vat va tim mua 2. EC_2 cong suc lap dat su dung 3. EC_3 cong suc yeu cau sua chua Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted EC_1 4,7596 2,4322 ,6269 ,7975 EC_2 4,5894 2,3584 ,7162 ,7094 EC_3 4,4069 2,2787 ,6784 ,7462 Reliability Coefficients N of Cases = 811,0 N of Items = 3 Alpha = ,8194 8. Thang ño chi phí tinh thần PSC 1. PSC_1 khong an tam 2. PSC_2 khong hieu nhieu lam 3. PSC_3 phai ban tam nhieu 4. PSC_4 phien phuc kho chiu 5. PSC_5 khong chac mua hang chinh hang Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted PSC_1 10,4575 8,7053 ,5419 ,7457 PSC_2 10,0691 8,0718 ,6350 ,7136 PSC_3 10,1628 8,2945 ,5760 ,7343 PSC_4 10,3268 9,2721 ,5017 ,7585 PSC_5 9,8792 8,3706 ,5324 ,7501 Reliability Coefficients N of Cases = 811,0 N of Items = 5 Alpha = ,7815 vii 9. Thang ño giá trị dành cho khách hàng ñược cảm nhận DV 1. DV_1 gia tri xung dang voi chi phi 2. DV_2 nhieu gia tri nhat voi chi phi bo ra 3. DV_3 chat luong tuong xung gia ca 4. DV_4 tiet kiem duoc nhieu chi phi 5. DV_5 san sang chi them tien 6. DV_6 tiep tuc dung khi tang gia Scale Scale Corrected Mean Variance Item- Alpha if Item if Item Total if Item Deleted Deleted Correlation Deleted DV_1 16,1504 13,7502 ,7215 ,8366 DV_2 16,4316 14,2481 ,6075 ,8567 DV_3 16,1554 13,7635 ,7050 ,8394 DV_4 16,2306 14,3974 ,6300 ,8525 DV_5 16,5931 13,4490 ,7124 ,8379 DV_6 16,2072 14,3447 ,6235 ,8536 Reliability Coefficients N of Cases = 811,0 N of Items = 6 Alpha = ,8686 i Phụ lục 8. Phân tích nhân tố giá trị dành cho khách hàng ñược cảm nhận KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,931 Approx. Chi-Square 16463,458 df 946 Bartlett's Test of Sphericity Sig. ,000 Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings(a ) Factor Total % of Variance Cumulative % Total % of Variance Cumulative % Total 1 12,462 28,322 28,322 11,983 27,235 27,235 8,295 2 3,661 8,321 36,643 3,168 7,200 34,435 4,166 3 2,384 5,418 42,061 1,912 4,344 38,779 5,792 4 1,961 4,457 46,518 1,494 3,396 42,176 6,692 5 1,612 3,663 50,181 1,116 2,536 44,712 9,771 6 1,215 2,762 52,943 ,746 1,697 46,408 6,379 7 1,176 2,674 55,617 ,738 1,678 48,086 6,961 8 1,151 2,616 58,233 ,682 1,550 49,637 6,621 9 1,061 2,411 60,644 ,592 1,345 50,982 5,548 10 ,980 2,228 62,871 11 ,873 1,983 64,855 12 ,817 1,857 66,712 13 ,769 1,747 68,459 14 ,735 1,671 70,130 15 ,694 1,577 71,707 16 ,677 1,539 73,246 17 ,652 1,483 74,728 18 ,628 1,427 76,156 19 ,608 1,382 77,538 20 ,573 1,302 78,840 21 ,564 1,282 80,122 22 ,544 1,236 81,357 23 ,531 1,208 82,565 24 ,514 1,169 83,734 25 ,476 1,083 84,816 26 ,473 1,074 85,891 27 ,450 1,022 86,913 28 ,445 1,010 87,923 29 ,428 ,972 88,895 30 ,420 ,955 89,851 31 ,401 ,911 90,762 32 ,380 ,864 91,626 33 ,370 ,842 92,468 ii 34 ,362 ,823 93,291 35 ,351 ,799 94,090 36 ,345 ,784 94,874 37 ,332 ,754 95,628 38 ,319 ,724 96,352 39 ,307 ,699 97,051 40 ,293 ,667 97,717 41 ,280 ,636 98,353 42 ,254 ,578 98,931 43 ,244 ,554 99,485 44 ,226 ,515 100,000 Extraction Method: Principal Axis Factoring. a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance. Pattern Matrix(a) Factor 1 2 3 4 5 6 7 8 9 vo sach dep ,085 ,053 ,094 -,054 ,025 ,706 ,089 -,031 -,079 lua xanh -,018 -,009 ,083 -,027 ,083 ,742 -,011 -,141 -,091 gas chat luong -,062 -,026 -,131 ,113 -,026 ,655 -,080 ,037 ,118 phu kien chat luong ,078 -,013 -,010 ,070 ,003 ,448 -,041 ,143 ,166 an toan ,264 -,022 ,049 ,143 -,019 ,369 -,038 ,031 ,052 dung luc ,782 ,051 -,246 -,026 ,035 -,029 ,018 -,134 ,035 huong dan de hieu, de thuc hien ,492 ,081 -,089 ,119 -,112 ,101 ,050 -,023 -,133 sua chua, bao tri dap ung tot ,538 ,010 ,003 -,059 -,073 ,167 ,095 ,146 -,105 kiem tra bep ,764 ,112 ,001 -,041 ,021 -,040 ,053 ,035 -,020 bao hiem ,719 -,051 ,012 ,035 -,071 ,027 -,062 -,001 ,064 khuyen mai ,647 -,104 ,198 -,051 ,047 -,021 -,057 ,072 -,010 thong tin hang gia ,522 -,170 ,087 ,060 ,075 -,057 -,108 ,099 ,177 giai dap thac mac ,091 ,017 ,065 ,013 ,181 -,115 -,008 ,607 -,029 tinh than trach nhiem ,063 -,013 -,111 -,053 -,107 ,037 ,011 ,770 ,010 thai do phuc vu ,051 ,000 -,066 ,040 ,040 -,042 ,068 ,704 -,042 tu van huu ich ,138 ,066 ,118 ,027 ,125 -,012 -,107 ,418 -,072 quan tam den thuong hieu ,026 -,046 ,109 ,591 ,107 ,026 ,043 ,000 -,083 thuong hieu lon -,013 ,050 -,066 ,786 -,030 -,006 -,052 -,122 ,029 uy tin -,032 -,003 -,095 ,809 -,062 -,017 ,071 ,094 -,018 tin tuong ,042 -,007 ,027 ,572 ,050 ,076 ,047 ,063 -,005 rat mac -,006 ,698 -,032 -,042 -,065 ,058 -,027 ,034 ,028 thieu canh tranh -,127 ,597 -,075 -,051 -,026 ,083 -,050 ,008 ,143 bien dong -,053 ,760 -,032 -,076 ,061 ,042 ,107 ,101 -,030 vo binh mac ,058 ,773 ,041 ,061 ,053 -,036 -,039 -,065 -,024 phu kien mac ,092 ,674 ,169 ,083 ,020 -,096 -,056 -,057 -,069 chi phi dien thoai ,005 ,300 ,178 ,158 -,057 -,119 -,001 ,027 ,205 thoi gian dat mua -,040 ,049 ,557 ,035 -,135 -,026 -,028 ,110 ,133 thoi gian cho doi lau -,308 ,009 ,649 -,025 -,078 ,099 -,061 ,073 ,046 anh huong cong viec ,079 ,007 ,769 -,058 -,035 ,083 ,127 -,085 -,120 iii thoi gia lap dat, sua chua, bao tr ,156 ,021 ,594 -,038 ,017 -,027 ,009 -,127 ,074 vat va tim mua ,011 ,066 -,058 -,123 ,023 ,079 ,005 ,021 ,833 cong suc lap dat su dung -,014 -,040 ,170 ,059 ,009 ,009 ,037 -,047 ,649 cong suc yeu cau sua chua ,030 -,027 ,078 ,060 ,004 -,128 ,062 -,080 ,632 khong an tam ,106 ,038 -,027 -,166 -,103 ,002 ,456 ,078 ,197 khong hieu nhieu lam -,078 -,098 -,023 ,070 -,084 -,067 ,768 ,059 -,042 phai ban tam nhieu ,113 ,046 ,081 ,033 ,063 ,034 ,763 -,005 -,022 phien phuc kho chiu -,053 -,022 ,199 -,016 ,160 ,004 ,420 -,056 ,171 khong chac mua hang chinh hang -,178 -,022 -,022 ,052 -,025 ,043 ,526 -,058 ,059 gia tri xung dang voi chi phi -,040 ,086 -,094 ,082 ,810 -,010 ,033 -,051 -,015 nhieu gia tri nhat voi chi phi bo ra -,034 ,038 -,089 -,035 ,623 ,037 ,031 ,067 ,001 chat luong tuong xung gia ca -,026 -,040 -,025 ,058 ,638 ,032 -,095 ,020 ,013 tiet kiem duoc nhieu chi phi -,025 -,047 ,063 ,003 ,574 ,080 -,053 ,030 -,079 san sang chi them tien ,090 -,029 ,000 -,079 ,760 -,030 ,006 ,059 ,055 tiep tuc dung khi tang gia ,115 -,012 -,083 ,024 ,567 ,058 ,027 -,018 ,072 Extraction Method: Principal Axis Factoring. Rotation Method: Promax with Kaiser Normalization. a Rotation converged in 8 iterations. Structure Matrix Factor 1 2 3 4 5 6 7 8 9 vo sach dep ,389 ,027 -,173 ,329 ,329 ,676 -,160 ,272 -,198 lua xanh ,342 -,077 -,237 ,378 ,389 ,704 -,275 ,217 -,274 gas chat luong ,405 -,130 -,350 ,494 ,449 ,728 -,356 ,359 -,225 phu kien chat luong ,423 -,080 -,186 ,404 ,385 ,562 -,250 ,400 -,091 an toan ,528 -,108 -,213 ,477 ,446 ,578 -,302 ,407 -,185 dung luc ,756 -,106 -,454 ,338 ,506 ,413 -,298 ,396 -,281 huong dan de hieu, de thuc hien ,558 -,020 -,306 ,360 ,366 ,414 -,232 ,345 -,290 sua chua, bao tri dap ung tot ,638 -,060 -,254 ,305 ,406 ,448 -,207 ,476 -,249 kiem tra bep ,727 ,009 -,227 ,299 ,428 ,359 -,200 ,461 -,186 bao hiem ,712 -,146 -,242 ,379 ,460 ,404 -,297 ,455 -,177 khuyen mai ,655 -,188 -,120 ,318 ,459 ,322 -,285 ,470 -,168 thong tin hang gia ,615 -,274 -,157 ,389 ,492 ,313 -,333 ,482 -,095 giai dap thac mac ,525 -,155 -,187 ,379 ,531 ,293 -,351 ,721 -,235 tinh than trach nhiem ,511 -,128 -,272 ,314 ,429 ,353 -,296 ,761 -,218 thai do phuc vu ,532 -,151 -,272 ,390 ,504 ,349 -,322 ,761 -,264 tu van huu ich ,501 -,105 -,172 ,388 ,496 ,342 -,379 ,609 -,262 quan tam den thuong hieu ,377 -,192 -,158 ,668 ,477 ,404 -,347 ,350 -,255 thuong hieu lon ,302 -,111 -,215 ,725 ,397 ,388 -,356 ,237 -,210 uy tin ,390 -,163 -,265 ,786 ,469 ,441 -,360 ,406 -,261 tin tuong ,413 -,146 -,191 ,668 ,468 ,449 -,328 ,395 -,217 rat mac -,109 ,710 ,187 -,169 -,297 -,037 ,270 -,109 ,194 iv thieu canh tranh -,206 ,625 ,196 -,204 -,325 -,077 ,278 -,175 ,265 bien dong -,099 ,763 ,187 -,188 -,273 -,036 ,327 -,068 ,176 vo binh mac -,048 ,735 ,199 -,075 -,215 -,029 ,215 -,102 ,145 phu kien mac -,065 ,662 ,283 -,078 -,232 -,091 ,212 -,106 ,155 chi phi dien thoai -,175 ,398 ,401 -,101 -,306 -,202 ,297 -,133 ,392 thoi gian dat mua -,297 ,268 ,686 -,216 -,421 -,294 ,368 -,167 ,494 thoi gian cho doi lau -,498 ,245 ,751 -,292 -,493 -,323 ,376 -,291 ,471 anh huong cong viec -,275 ,267 ,755 -,264 -,419 -,252 ,440 -,264 ,397 thoi gia lap dat, sua chua, bao tr -,192 ,216 ,633 -,213 -,328 -,254 ,338 -,225 ,422 vat va tim mua -,218 ,272 ,421 -,303 -,388 -,210 ,461 -,201 ,813 cong suc lap dat su dung -,269 ,185 ,540 -,211 -,387 -,258 ,440 -,244 ,748 cong suc yeu cau sua chua -,296 ,188 ,497 -,269 -,425 -,358 ,467 -,295 ,735 khong an tam -,222 ,301 ,339 -,424 -,477 -,278 ,640 -,231 ,486 khong hieu nhieu lam -,355 ,204 ,335 -,367 -,518 -,343 ,747 -,317 ,385 phai ban tam nhieu -,135 ,305 ,339 -,254 -,364 -,161 ,695 -,200 ,368 phien phuc kho chiu -,270 ,198 ,442 -,274 -,354 -,250 ,542 -,264 ,465 khong chac mua hang chinh hang -,389 ,220 ,308 -,319 -,469 -,267 ,606 -,364 ,379 gia tri xung dang voi chi phi ,507 -,251 -,441 ,524 ,795 ,453 -,507 ,442 -,412 nhieu gia tri nhat voi chi phi bo ra ,435 -,221 -,370 ,381 ,647 ,385 -,406 ,421 -,329 chat luong tuong xung gia ca ,499 -,345 -,400 ,520 ,768 ,451 -,563 ,474 -,393 tiet kiem duoc nhieu chi phi ,444 -,303 -,323 ,444 ,681 ,420 -,488 ,428 -,385 san sang chi them tien ,557 -,315 -,354 ,428 ,772 ,399 -,473 ,509 -,322 tiep tuc dung khi tang gia ,520 -,254 -,369 ,441 ,671 ,435 -,411 ,424 -,290 Extraction Method: Principal Axis Factoring. Rotation Method: Promax with Kaiser Normalization. Factor Correlation Matrix Factor 1 2 3 4 5 6 7 8 9 1 1,000 -,152 -,365 ,493 ,656 ,547 -,381 ,635 -,300 2 -,152 1,000 ,288 -,210 -,392 -,086 ,382 -,168 ,259 3 -,365 ,288 1,000 -,265 -,478 -,364 ,457 -,255 ,570 4 ,493 -,210 -,265 1,000 ,611 ,560 -,490 ,465 -,304 5 ,656 -,392 -,478 ,611 1,000 ,545 -,643 ,598 -,477 6 ,547 -,086 -,364 ,560 ,545 1,000 -,368 ,436 -,314 7 -,381 ,382 ,457 -,490 -,643 -,368 1,000 -,408 ,545 8 ,635 -,168 -,255 ,465 ,598 ,436 -,408 1,000 -,266 9 -,300 ,259 ,570 -,304 -,477 -,314 ,545 -,266 1,000 Extraction Method: Principal Axis Factoring. Rotation Method: Promax with Kaiser Normalization. v KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. ,931 Approx. Chi-Square 15650,619 df 861 Bartlett's Test of Sphericity Sig. ,000 Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings(a ) Factor Total % of Variance Cumulative % Total % of Variance Cumulative % Total 1 12,038 28,662 28,662 11,565 27,536 27,536 7,881 2 3,457 8,232 36,894 2,977 7,088 34,624 3,868 3 2,381 5,668 42,562 1,912 4,552 39,176 5,571 4 1,929 4,593 47,155 1,467 3,493 42,669 6,616 5 1,565 3,727 50,882 1,078 2,567 45,236 9,512 6 1,204 2,866 53,747 ,742 1,767 47,003 6,741 7 1,171 2,789 56,537 ,731 1,739 48,743 6,500 8 1,146 2,728 59,265 ,679 1,618 50,360 5,438 9 1,048 2,496 61,761 ,584 1,391 51,751 5,442 10 ,940 2,237 63,998 11 ,839 1,997 65,995 12 ,753 1,793 67,788 13 ,732 1,743 69,530 14 ,706 1,682 71,212 15 ,657 1,564 72,776 16 ,648 1,543 74,320 17 ,624 1,486 75,805 18 ,608 1,447 77,253 19 ,580 1,382 78,635 20 ,560 1,333 79,967 21 ,539 1,283 81,250 22 ,531 1,265 82,515 23 ,514 1,223 83,738 24 ,489 1,164 84,902 25 ,461 1,096 85,998 26 ,455 1,082 87,081 27 ,445 1,060 88,141 28 ,426 1,015 89,156 29 ,417 ,992 90,148 30 ,390 ,927 91,075 31 ,378 ,900 91,975 32 ,370 ,881 92,856 33 ,355 ,845 93,701 34 ,350 ,834 94,536 vi 35 ,340 ,810 95,345 36 ,321 ,764 96,109 37 ,313 ,746 96,856 38 ,297 ,708 97,563 39 ,282 ,671 98,234 40 ,263 ,627 98,861 41 ,249 ,593 99,454 42 ,229 ,546 100,000 Extraction Method: Principal Axis Factoring. a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance. Pattern Matrix(a) Factor 1 2 3 4 5 6 7 8 9 vo sach dep ,107 ,036 ,092 -,042 ,019 ,078 -,039 ,713 -,075 lua xanh ,011 -,018 ,068 ,000 ,084 -,026 -,149 ,712 -,075 gas chat luong -,038 -,021 -,136 ,143 ,002 -,082 ,039 ,580 ,119 phu kien chat luong ,082 -,022 -,015 ,071 ,033 -,026 ,146 ,413 ,147 dung luc ,765 ,055 -,252 -,014 ,048 ,015 -,130 -,040 ,043 huong dan de hieu, de thuc hien ,498 ,083 -,088 ,141 -,126 ,034 -,023 ,098 -,112 sua chua, bao tri dap ung tot ,545 -,003 ,009 -,057 -,091 ,088 ,144 ,194 -,104 kiem tra bep ,752 ,107 ,004 -,037 ,019 ,051 ,037 -,024 -,017 bao hiem ,710 -,058 ,017 ,034 -,070 -,058 ,004 ,047 ,059 khuyen mai ,638 -,100 ,196 -,042 ,052 -,056 ,073 -,014 -,006 thong tin hang gia ,513 -,173 ,092 ,056 ,078 -,101 ,103 -,037 ,170 giai dap thac mac ,087 ,025 ,071 ,024 ,174 -,014 ,610 -,113 -,019 tinh than trach nhiem ,064 -,016 -,108 -,048 -,114 ,007 ,772 ,040 ,014 thai do phuc vu ,042 ,011 -,069 ,050 ,053 ,066 ,707 -,069 -,034 tu van huu ich ,134 ,075 ,120 ,042 ,126 -,112 ,422 -,025 -,060 quan tam den thuong hieu ,034 -,041 ,115 ,606 ,093 ,037 ,005 ,025 -,064 thuong hieu lon -,001 ,053 -,050 ,806 -,057 -,060 -,112 ,003 ,050 uy tin -,028 ,000 -,078 ,798 -,065 ,069 ,107 -,010 -,008 tin tuong ,038 -,001 ,034 ,565 ,065 ,051 ,075 ,061 -,001 rat mac -,005 ,686 -,020 -,035 -,074 -,026 ,038 ,056 ,033 thieu canh tranh -,122 ,578 -,058 -,053 -,042 -,048 ,013 ,094 ,138 bien dong -,054 ,762 -,025 -,058 ,054 ,099 ,105 ,023 -,015 vo binh mac ,055 ,790 ,048 ,088 ,056 -,046 -,059 -,068 -,001 phu kien mac ,081 ,655 ,172 ,076 ,016 -,042 -,050 -,088 -,064 thoi gian dat mua -,033 ,048 ,560 ,040 -,152 -,025 ,111 -,008 ,136 thoi gian cho doi lau -,295 ,010 ,651 -,019 -,089 -,060 ,072 ,107 ,048 anh huong cong viec ,082 ,024 ,751 -,033 -,029 ,126 -,088 ,058 -,103 thoi gia lap dat, sua chua, bao tr ,153 ,042 ,585 -,013 ,029 ,010 -,125 -,056 ,087 vat va tim mua ,012 ,069 -,046 -,114 ,017 ,007 ,032 ,074 ,810 cong suc lap dat su dung -,008 -,029 ,166 ,077 -,009 ,019 -,037 ,011 ,674 cong suc yeu cau sua chua ,029 -,003 ,070 ,087 -,001 ,042 -,070 -,149 ,667 khong an tam ,105 ,032 -,022 -,173 -,113 ,455 ,076 ,022 ,186 vii khong hieu nhieu lam -,081 -,103 -,023 ,054 -,086 ,776 ,054 -,052 -,058 phai ban tam nhieu ,107 ,048 ,077 ,029 ,073 ,769 -,010 ,027 -,031 phien phuc kho chiu -,055 -,017 ,193 -,016 ,164 ,422 -,058 -,001 ,166 khong chac mua hang chinh hang -,170 -,007 -,027 ,070 -,030 ,513 -,062 ,022 ,071 gia tri xung dang voi chi phi -,042 ,083 -,092 ,079 ,804 ,031 -,050 -,005 -,016 nhieu gia tri nhat voi chi phi bo ra -,039 ,034 -,086 -,043 ,627 ,034 ,067 ,039 -,009 chat luong tuong xung gia ca -,032 -,044 -,027 ,049 ,649 -,087 ,021 ,029 ,003 tiet kiem duoc nhieu chi phi -,020 -,056 ,066 -,003 ,565 -,055 ,025 ,101 -,081 san sang chi them tien ,079 -,032 ,001 -,090 ,768 ,010 ,059 -,021 ,044 tiep tuc dung khi tang gia ,108 -,007 -,081 ,025 ,581 ,029 -,015 ,048 ,068 Extraction Method: Principal Axis Factoring. Rotation Method: Promax with Kaiser Normalization. a Rotation converged in 8 iterations. Structure Matrix Factor 1 2 3 4 5 6 7 8 9 vo sach dep ,385 ,037 -,175 ,333 ,329 -,159 ,276 ,701 -,198 lua xanh ,337 -,064 -,239 ,390 ,390 -,277 ,221 ,707 -,267 gas chat luong ,393 -,115 -,352 ,497 ,453 -,351 ,360 ,694 -,228 phu kien chat luong ,409 -,082 -,198 ,389 ,391 -,241 ,398 ,540 -,110 dung luc ,754 -,091 -,460 ,344 ,510 -,297 ,400 ,371 -,281 huong dan de hieu, de thuc hien ,560 -,005 -,307 ,372 ,366 -,234 ,348 ,396 -,287 sua chua, bao tri dap ung tot ,643 -,053 -,255 ,307 ,406 -,204 ,481 ,447 -,254 kiem tra bep ,728 ,015 -,232 ,295 ,431 -,196 ,463 ,338 -,193 bao hiem ,711 -,143 -,247 ,374 ,465 -,291 ,457 ,383 -,189 khuyen mai ,655 -,183 -,120 ,316 ,463 -,280 ,472 ,295 -,174 thong tin hang gia ,613 -,276 -,161 ,382 ,498 -,325 ,482 ,289 -,108 giai dap thac mac ,523 -,147 -,185 ,380 ,532 -,346 ,722 ,269 -,240 tinh than trach nhiem ,510 -,124 -,275 ,313 ,431 -,291 ,763 ,340 -,227 thai do phuc vu ,525 -,143 -,276 ,388 ,508 -,318 ,761 ,311 -,271 tu van huu ich ,497 -,095 -,171 ,389 ,498 -,376 ,610 ,314 -,267 quan tam den thuong hieu ,372 -,189 -,163 ,675 ,479 -,345 ,351 ,382 -,261 thuong hieu lon ,297 -,109 -,222 ,735 ,399 -,354 ,237 ,374 -,217 uy tin ,381 -,163 -,274 ,779 ,473 -,355 ,406 ,417 -,275 tin tuong ,399 -,144 -,199 ,656 ,473 -,321 ,393 ,416 -,230 rat mac -,106 ,706 ,178 -,182 -,296 ,270 -,111 -,009 ,186 thieu canh tranh -,203 ,616 ,188 -,217 -,325 ,278 -,177 -,039 ,255 bien dong -,097 ,770 ,180 -,196 -,273 ,325 -,070 -,013 ,175 vo binh mac -,047 ,749 ,192 -,081 -,213 ,214 -,105 -,022 ,144 phu kien mac -,066 ,645 ,265 -,099 -,228 ,214 -,110 -,072 ,139 thoi gian dat mua -,294 ,246 ,682 -,238 -,419 ,372 -,173 -,260 ,485 thoi gian cho doi lau -,497 ,225 ,754 -,311 -,494 ,378 -,296 -,283 ,467 anh huong cong viec -,276 ,256 ,754 -,280 -,418 ,442 -,270 -,240 ,400 viii thoi gia lap dat, sua chua, bao tr -,194 ,207 ,634 -,228 -,325 ,341 -,231 -,255 ,424 vat va tim mua -,219 ,255 ,414 -,327 -,385 ,466 -,205 -,187 ,800 cong suc lap dat su dung -,267 ,168 ,534 -,228 -,385 ,441 -,247 -,233 ,759 cong suc yeu cau sua chua -,295 ,178 ,494 -,281 -,423 ,468 -,300 -,352 ,755 khong an tam -,215 ,290 ,337 -,437 -,477 ,642 -,232 -,242 ,487 khong hieu nhieu lam -,351 ,189 ,331 -,378 -,519 ,750 -,320 -,313 ,386 phai ban tam nhieu -,134 ,296 ,332 -,268 -,362 ,698 -,203 -,144 ,367 phien phuc kho chiu -,269 ,185 ,437 -,288 -,352 ,543 -,267 -,232 ,466 khong chac mua hang chinh hang -,385 ,221 ,310 -,317 -,470 ,603 -,365 -,248 ,394 gia tri xung dang voi chi phi ,504 -,239 -,441 ,537 ,794 -,506 ,446 ,426 -,414 nhieu gia tri nhat voi chi phi bo ra ,430 -,211 -,369 ,387 ,645 -,403 ,423 ,362 -,334 chat luong tuong xung gia ca ,491 -,337 -,402 ,525 ,769 -,560 ,476 ,415 -,402 tiet kiem duoc nhieu chi phi ,444 -,295 -,320 ,455 ,680 -,487 ,432 ,408 -,387 san sang chi them tien ,552 -,306 -,354 ,432 ,772 -,469 ,512 ,369 -,328 tiep tuc dung khi tang gia ,514 -,240 -,368 ,448 ,673 -,407 ,427 ,402 -,292 Extraction Method: Principal Axis Factoring. Rotation Method: Promax with Kaiser Normalization. Factor Correlation Matrix Factor 1 2 3 4 5 6 7 8 9 1 1,000 -,138 -,370 ,480 ,655 -,370 ,633 ,499 -,308 2 -,138 1,000 ,253 -,223 -,376 ,370 -,168 -,040 ,229 3 -,370 ,253 1,000 -,300 -,476 ,456 -,265 -,343 ,558 4 ,480 -,223 -,300 1,000 ,627 -,497 ,458 ,531 -,344 5 ,655 -,376 -,476 ,627 1,000 -,640 ,604 ,507 -,477 6 -,370 ,370 ,456 -,497 -,640 1,000 -,403 -,330 ,557 7 ,633 -,168 -,265 ,458 ,604 -,403 1,000 ,414 -,286 8 ,499 -,040 -,343 ,531 ,507 -,330 ,414 1,000 -,295 9 -,308 ,229 ,558 -,344 -,477 ,557 -,286 -,295 1,000 Extraction Method: Principal Axis Factoring. Rotation Method: Promax with Kaiser Normalization. i Phụ lục 9. Phân tích hồi quy Correlations Descriptive Statistics 3,6588 ,63355 811 3,4791 ,62753 811 3,4948 ,66670 811 3,7235 ,62933 811 3,0555 ,70835 811 2,4100 ,65339 811 2,2926 ,73506 811 2,5448 ,71153 811 3,2589 ,73848 811 PV SV EV IV MC TC EC PSC DV Mean Std. Deviation N Correlations 1 ,489** ,391** ,490** -,065 -,311** -,270** -,319** ,504** . ,000 ,000 ,000 ,065 ,000 ,000 ,000 ,000 811 811 811 811 811 811 811 811 811 ,489** 1 ,617** ,447** -,147** -,374** -,287** -,359** ,603** ,000 . ,000 ,000 ,000 ,000 ,000 ,000 ,000 811 811 811 811 811 811 811 811 811 ,391** ,617** 1 ,432** -,143** -,323** -,307** -,397** ,585** ,000 ,000 . ,000 ,000 ,000 ,000 ,000 ,000 811 811 811 811 811 811 811 811 811 ,490** ,447** ,432** 1 -,174** -,296** -,298** -,407** ,551** ,000 ,000 ,000 . ,000 ,000 ,000 ,000 ,000 811 811 811 811 811 811 811 811 811 -,065 -,147** -,143** -,174** 1 ,291** ,231** ,305** -,325** ,065 ,000 ,000 ,000 . ,000 ,000 ,000 ,000 811 811 811 811 811 811 811 811 811 -,311** -,374** -,323** -,296** ,291** 1 ,550** ,487** -,513** ,000 ,000 ,000 ,000 ,000 . ,000 ,000 ,000 811 811 811 811 811 811 811 811 811 -,270** -,287** -,307** -,298** ,231** ,550** 1 ,541** -,453** ,000 ,000 ,000 ,000 ,000 ,000 . ,000 ,000 811 811 811 811 811 811 811 811 811 -,319** -,359** -,397** -,407** ,305** ,487** ,541** 1 -,572** ,000 ,000 ,000 ,000 ,000 ,000 ,000 . ,000 811 811 811 811 811 811 811 811 811 ,504** ,603** ,585** ,551** -,325** -,513** -,453** -,572** 1 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 . 811 811 811 811 811 811 811 811 811 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N PV SV EV IV MC TC EC PSC DV PV SV EV IV MC TC EC PSC DV Correlation is significant at the 0.01 level (2-tailed).**. ii Regression Variables Entered/Removedb PSC, MC, PV, EV, TC, IV, EC, SV a . Enter Model 1 Variables Entered Variables Removed Method All requested variables entered.a. Dependent Variable: DVb. Model Summary ,791a ,625 ,621 ,45446 Model 1 R R Square Adjusted R Square Std. Error of the Estimate Predictors: (Constant), PSC, MC, PV, EV, TC, IV, EC, SVa. ANOVAb 276,095 8 34,512 167,101 ,000a 165,639 802 ,207 441,734 810 Regression Residual Total Model 1 Sum of Squares df Mean Square F Sig. Predictors: (Constant), PSC, MC, PV, EV, TC, IV, EC, SVa. Dependent Variable: DVb. Coefficientsa 1,807 ,196 9,207 ,000 ,150 ,031 ,129 4,800 ,000 ,652 1,534 ,234 ,035 ,199 6,646 ,000 ,521 1,919 ,210 ,032 ,190 6,592 ,000 ,566 1,768 ,194 ,032 ,165 6,119 ,000 ,641 1,559 -,129 ,024 -,123 -5,322 ,000 ,871 1,148 -,152 ,032 -,134 -4,807 ,000 ,598 1,672 -,050 ,028 -,050 -1,780 ,075 ,595 1,680 -,194 ,030 -,187 -6,540 ,000 ,573 1,745 (Constant) PV SV EV IV MC TC EC PSC Model 1 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig. Tolerance VIF Collinearity Statistics Dependent Variable: DVa. iii Regression Variables Entered/Removedb PSC, MC, PV, EV, TC, IV, SV a . Enter Model 1 Variables Entered Variables Removed Method All requested variables entered.a. Dependent Variable: DVb. Model Summary ,790a ,624 ,620 ,45507 Model 1 R R Square Adjusted R Square Std. Error of the Estimate Predictors: (Constant), PSC, MC, PV, EV, TC, IV, SVa. ANOVAb 275,440 7 39,349 190,007 ,000a 166,294 803 ,207 441,734 810 Regression Residual Total Model 1 Sum of Squares df Mean Square F Sig. Predictors: (Constant), PSC, MC, PV, EV, TC, IV, SVa. Dependent Variable: DVb. Coefficientsa 1,770 ,195 9,056 ,000 ,152 ,031 ,130 4,857 ,000 ,653 1,532 ,233 ,035 ,198 6,591 ,000 ,521 1,918 ,213 ,032 ,192 6,677 ,000 ,567 1,764 ,196 ,032 ,167 6,170 ,000 ,642 1,558 -,129 ,024 -,124 -5,350 ,000 ,871 1,148 -,172 ,029 -,152 -5,843 ,000 ,689 1,452 -,211 ,028 -,203 -7,500 ,000 ,639 1,565 (Constant) PV SV EV IV MC TC PSC Model 1 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig. Tolerance VIF Collinearity Statistics Dependent Variable: DVa. i Phụ lục 10. Phân tích ANOVA Test of Homogeneity of Variances 2,442 7 803 ,018 2,532 7 803 ,014 ,786 7 803 ,599 2,235 7 803 ,030 2,445 7 803 ,017 1,033 7 803 ,406 ,822 7 803 ,569 ,729 7 803 ,648 3,148 7 803 ,003 LY PV SV EV IV MC TC PSC DV Levene Statistic df1 df2 Sig. ANOVA 6,643 7 ,949 2,010 ,051 379,185 803 ,472 385,828 810 3,894 7 ,556 1,390 ,206 321,229 803 ,400 325,123 810 3,444 7 ,492 1,252 ,272 315,525 803 ,393 318,968 810 6,605 7 ,944 2,144 ,037 353,435 803 ,440 360,040 810 16,052 7 2,293 6,042 ,000 304,753 803 ,380 320,805 810 3,014 7 ,431 ,857 ,540 403,409 803 ,502 406,423 810 3,542 7 ,506 1,187 ,307 342,262 803 ,426 345,804 810 4,057 7 ,580 1,146 ,332 406,028 803 ,506 410,085 810 6,131 7 ,876 1,614 ,128 435,603 803 ,542 441,734 810 Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total LY PV SV EV IV MC TC PSC DV Sum of Squares df Mean Square F Sig. ii Post Hoc Tests Multiple Comparisons Bonferroni Dependent Variable (I) nhan hieu su dung (J) nhan hieu su dung Mean Difference (I-J) Std. Error Sig. 95% Confidence Interval Lower Bound Upper Bound IV saigonpetro giadinh ,1044 ,07865 1,000 -,1422 ,3509 petrovn ,0973 ,07770 1,000 -,1463 ,3408 elf ,1277 ,09247 1,000 -,1621 ,4175 petrolimex -,0355 ,06059 1,000 -,2254 ,1544 saigon ,1794 ,09059 1,000 -,1045 ,4633 vtgas ,3293(*) ,09382 ,013 ,0352 ,6233 vinagas ,4664(*) ,09452 ,000 ,1702 ,7627 giadinh saigonpetro -,1044 ,07865 1,000 -,3509 ,1422 petrovn -,0071 ,09315 1,000 -,2990 ,2849 elf ,0234 ,10578 1,000 -,3082 ,3549 petrolimex -,1399 ,07944 1,000 -,3888 ,1091 saigon ,0750 ,10414 1,000 -,2514 ,4014 vtgas ,2249 ,10696 1,000 -,1103 ,5602 vinagas ,3621(*) ,10758 ,022 ,0249 ,6992 petrovn saigonpetro -,0973 ,07770 1,000 -,3408 ,1463 giadinh ,0071 ,09315 1,000 -,2849 ,2990 elf ,0304 ,10508 1,000 -,2989 ,3598 petrolimex -,1328 ,07850 1,000 -,3788 ,1133 saigon ,0821 ,10343 1,000 -,2420 ,4063 vtgas ,2320 ,10627 ,821 -,1011 ,5651 vinagas ,3691(*) ,10689 ,016 ,0341 ,7042 elf saigonpetro -,1277 ,09247 1,000 -,4175 ,1621 giadinh -,0234 ,10578 1,000 -,3549 ,3082 petrovn -,0304 ,10508 1,000 -,3598 ,2989 petrolimex -,1632 ,09314 1,000 -,4551 ,1287 saigon ,0517 ,11493 1,000 -,3085 ,4119 vtgas ,2016 ,11750 1,000 -,1667 ,5698 vinagas ,3387 ,11806 ,118 -,0313 ,7087 petrolimex saigonpetro ,0355 ,06059 1,000 -,1544 ,2254 giadinh ,1399 ,07944 1,000 -,1091 ,3888 petrovn ,1328 ,07850 1,000 -,1133 ,3788 elf ,1632 ,09314 1,000 -,1287 ,4551 saigon ,2149 ,09127 ,526 -,0712 ,5010 vtgas ,3648(*) ,09448 ,003 ,0687 ,6609 vinagas ,5019(*) ,09518 ,000 ,2036 ,8002 saigon saigonpetro -,1794 ,09059 1,000 -,4633 ,1045 iii giadinh -,0750 ,10414 1,000 -,4014 ,2514 petrovn -,0821 ,10343 1,000 -,4063 ,2420 elf -,0517 ,11493 1,000 -,4119 ,3085 petrolimex -,2149 ,09127 ,526 -,5010 ,0712 vtgas ,1499 ,11602 1,000 -,2138 ,5135 vinagas ,2870 ,11659 ,393 -,0784 ,6524 vtgas saigonpetro -,3293(*) ,09382 ,013 -,6233 -,0352 giadinh -,2249 ,10696 1,000 -,5602 ,1103 petrovn -,2320 ,10627 ,821 -,5651 ,1011 elf -,2016 ,11750 1,000 -,5698 ,1667 petrolimex -,3648(*) ,09448 ,003 -,6609 -,0687 saigon -,1499 ,11602 1,000 -,5135 ,2138 vinagas ,1371 ,11912 1,000 -,2362 ,5105 vinagas saigonpetro -,4664(*) ,09452 ,000 -,7627 -,1702 giadinh -,3621(*) ,10758 ,022 -,6992 -,0249 petrovn -,3691(*) ,10689 ,016 -,7042 -,0341 elf -,3387 ,11806 ,118 -,7087 ,0313 petrolimex -,5019(*) ,09518 ,000 -,8002 -,2036 saigon -,2870 ,11659 ,393 -,6524 ,0784 vtgas -,1371 ,11912 1,000 -,5105 ,2362 • The mean difference is significant at the .05 level.