Đánh giá của khách hàng về chất lượng dịch vụ tổ chức tiệc cưới tại khách sạn Xanh – Huế

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


 !"
#$%&'! !"
() *+,-+
./012(

 !" #$
3456-+758+9":.
/"-":.
/"-+8+9":.
;<=>-2":-?9@
(:A5?B0C
.DE5A5+":&=? &F2G
3H!<0+1!*8+I
/"-+1!*8+I
/"-+1!*I
/"-1!*8+J
3# KH01!*8+
LK1!*8+
 45"M51!*8++N!OA57.
(3HNP@
  %  &  '  $  (  )  *     +  '
,'&)()* -
Q:"+7,R5G
ST+3U<39VW!8R5B0G
;=>>+=6A57,R5XB0I
3Y%"-+A57,I

1
319A57,R5J
Z>>!52,7,45Y-[JJG\JJ]
Z>>,275A57,45Y-[JJGXJJ]
 )  A5  7    +  1  !*  8  +  9    "  :
,7,R5(
ZU-^(
)A57+$KH01!* 8+
9":,7,R5@
)A57+2< +:G
)A57+-2 +:8+
9":G
)A57+Y!N+ +:8+9"
:J
()A57+-2_K- +:8+9"
:
.)A57+"+1M> +:8+
9":
@2!OA57 +:8+9
":(
`HA5a6-70-2K-+1!*
8+9":.
()I
  .  /&   ( 0 1    #
2/,'&)()* -
)8:(J
QKb-#51!*8+9":
,7,R5(
3/
/0!(.

/08(@
 (45
2
cdeW fg<L5##
;) f;<08
dBRB fdK6-&F2
dBhZ fdK6-<0
3d3eS f3L2U#+
3Z3W f3U<39VW!8
WfW!8
ZeBB fZ="-M,
/i f/,
OZ3)\B3fOZ9!52\B$
O/WZZfO/58=?
OZ3/ZfZ$70
ifi !*
Q=8Zd fQ=8=L>
Q=8/) fQ=876-8
 (6
3
i_L2-<9A57,J
 (778
4
dKJfZ>>!52A57,[JJG\JJ]
dKJfZ>>,275A57,
5,JJG\JJ
dKJf)a6-A5M7*j+1.
dKJ(f/6-8=8=L>A5<0 !?1!*8+"
:,7,R5@
dKJ.f2_A57+:kY!N+J

dKJ@f2_A57+k-2_K-
dKJCf2_A57+kH+1M>
dKJGf2_A57+-2!O(
dKJIfZ9*#=K!?A57+#jJ.
dKJf`HA5:$0-2K-+1!*8+
":@
dKf`HA5290-2K-+1!*8+
":C
dKf`HA50-2K-+1!*8+
":G
 (786
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5
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0N=5?A5!,7,%m+:=18+n6
6
j5-F 5VA57W!8=6!-2 A5V
!:##<*#5/2 *#5>?
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"75K#p%!N565=5!,8+1^n6
*VA57Z= M!,8+1^*5=5
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85L B0%n=17,%FL0=68
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M7,F+518+9":7
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“Đánh giá của khách hàng về chất lượng dịch vụ tổ chức tiệc cưới tại
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7
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!*8+9":A57,R5t
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s3Uf
eM&T%A57+<0 f<$

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[+%2+m]tY!N+A5[6"
N45#-07]tH"+1M>A57,
[7K%=50L8%L =$21%" #-5%=5
#+m]+-2!OA57
uU*6n5-2#j67=K!?i'
57r=.6-[XB7U_%X/U_%
Xd>?%(X)_%.XB_]6!*n5N!N5A5
7 +:-u70+1!*8+9":3nI#
j+#j-H%-2#jn\7U)6"+"=5%Uv0
j+1'++"kLKjw*+:N06
U-5$$&
8
s;<-U-^=5fZr7"-=b%0
':!*>7$:-^ 6KlJJ0
.J[B5=x3IIG]e=5rd!!r%IGI>7$:-^ 6!
-^-25- V:!*S:LK#j'=
<!#[L5_-#j6L0UT+ *j+1%7U$
#j-H]%n7$:-^N70=5!yIIW?5,0%
 -^*!CJ-^
s-^f3-^"[&1]!+"!N5
+8!1<-^N5+zN"{%<n6-!$
-1?5%U+$n*6-!-^*=57U
n$K-LKS>+<%U'-^*!N5r^
 +:MN75-N":H7,R5
[e|%e}%e3)>%e~r+r=+r•]6Y
$K-LK-^*!N5
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X€=r4r<%r=r

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E5+-a 75<7U
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R5\B0
X,-+f
sS7U5fZ=85L B0
9
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,=5,JJG\JJe_ !"1*U45
j+1=5=N07*N"l0(Y-
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3f3H75A5+1
3f#$A57+1!*8+":
,7,R5\B0
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10
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zZ"{r8E5!NL<+v-#-u60F-?#-2
8+-l[Zl6Z0S"]
S<":*6!-2!,"=nnM!P=5=
6UL N70*M5z#!5{+z#{%U#q=6v=H

+A552:NTA555>+=:N70%
qqA5-?
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Z=70%8+!MNn56j5-F
V?!+1W8+na$f
XZ$_?%7U6=?fK&1+w8+&K<=5_?
Z0-a<>v7Un-a75
XZ$17U_1f7Un1!*_1%+>8+Lp_
lN75+$1#-!%=>2A5l#+%=5O8
NK-$A5l7
XZ$+U>f/Un>=„="%7U61<=:7n
=17n6*K-A57 +:1!*8+
XZ$7U!=M*f7U!76!=Mn5M>*
W8+":-5"1*6!+"9-
:r<VA57N5=Y!NA55"3U"
":!9-2!P:=n+:-2=>=%L
LK% 70*A5=18+-=5k=K-2%
7UK!!p0?>-+"F#+n
::.:IkDlmA?\dDDFT>>LjF\EA?E?EAJD?LnAJDi>?K>
11
W70=6%2 ?<1LhVa
=5%7,!!-59":+l55+l5
VA57+^V<A!PV0+7U0V
45=3n66-45L:$=-24<=>9":
-%7,?95f
X3n7fe#+==5!8Nn7+k
^705-N5-N"Zw<r-u%7,+<
VA57%n6-=>-q5!#a=>
n7
Xe?^=>L675-,Lu"[UL<%%Y-

9L9!P%!9L9"+-457F0N"]
X3=>+Y"n-lU#%q=6+5
Xe?^=>:"U#%q=6!#71%#-^5
!#71%w!qn!,9!%5#<LLnw95<
7-<0*Lpw<2+-u
X),"5n!?L6
X3U#q=6w=n=*%#=*L -…
X3U#q=6w =*5-U
X3U#q=6wpL:
Xe?^=><L 70q!P+qN7
-"
3U"":!V0%7,+M
+8758+<)6#5$,=5->%-u+8
758+":V,N->-2=+
aL"V45#-01!*8+9":oN!O
A57705-N"
::]:?=AJDG>>LjF>o[AJLnFIb
12
;<=>9!P:HB0onAL:A85
7%l!P,-„%j:%0#U+4<e>96%
-:B0?P=507"-%K%7UU=%H-u
V67V7†%+:45"-‡=!P7[7]+‡
3ˆL8!Pj%!P:%?B0?&r-<? &1%n7!
w5k5Yi57<?%5LU5vL5
Lb-22Y-KS"<oU7UL,=‰N"%
K!5n#>l=:
Š +:-j%?B0k&r-!L9a-aM555>+U
2#$6:"UL,=‰%7U9=V-=2Š-:B0n
!Pf&?%U%L_%=:#P=5H%+n#%=>
L5H=5e?B07Un:%!P+=!P: 

6k_-n-#-=V5%=*=%0_%Le07K%
=5n6-L7r-%L‰t7Un‡!*45<!2‡
e=5%-:HB0!Unw#%w=6+55=‰=:‹
=:B55=‰?!=5%9V-!_‹5<V-
5
Z=-#U%UL,=‰K!-!P5LU*ˆe?B0n
6=O5q-275<!P+:-0=V%E5- %l+=*
5LUŠUL,=‰50-0=V1<%*=O5
*=-2Y-%Y-O5*V=-2#-!8S"Y
- Yl-5-p#5%L6*E5>_p-3O=*
5LU>rq+:!P70A5Z=B5o
/5#%U?L -…Uv7Ur&r%-U-5-:
5=5%+:E5&r-U<V+!-#n!->
!O_d9a<%5LU5 M#7%p
'5%+Ya->KK+:5>L+*a
L_B"5<%!P<F*5>B0K-L:%Lb7
=:#%L Ur+=5Lb-20&r7&r5%+,"Fv
13
=59+:=5d5<5!P:%U#-:*=K!,L -…6
=5+_%LpV2 !-#
Z$V7†A5?B0,!P:A<0=&'/U
n<"V-E_4=!P+":Z=59UlM55
LU5%M5L#2=1=S"5'%=>L<
A5AU%L -…5L=17U+7ULjn5
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?!+85=O25L%#2+:5>%+*V<
A%7UL"%97U7p7ŒU#U3w#w=6!?
5n_+*%$>++‰5…2 #+7o*!N5
w<V!Pw*Š'=:<:U#Un655
-5<:[05>7K]%><?-5<K %A"--5<!

?OK+*_%%5>O5
S"L=$O#UK-2?M!:9%q'5
,P+=:#%=5?-2?59%A+*_%5
>O576-=5e?<ov-=V5%L<a0_=L
?5i57!P&%a0_oK*?<9
pi ?=5=:#!UH •Z=:7+7n#+%
=5?'+?U=‰9,L%Fn+*=5n•
6‡!1<‡U#U
[75e<PJJI]
::a:pAJ?q[>o[_FT>>LjFXFADl=AJBnFQRAJXr?dF
Z=2 <&5o<5<%-:$!L6"
A50 &F2%A5+Yn5#2en+l5l570=< 
2%4A5#2%+l5*#<+Y-rN=6
A5?,Z=<:%7UkU#%q=6%5L5-…5k-
K2,%L,L‹%!&n-#5q-l,q!5U
14
3n67•8l!#%+"9!P:!-27U6
0=2 2_-E5&F2A5n6"H7$5
,f70%&F2%,%+Yn5
P:!NUL =:!&F254=>>A
5770UiN=5?A55>-:nE5=145= +:&F
2
P:O!N-aA55+L,L‹#$6-l,
q!5U) +:-:%?n2aŽ%0&q%!-4r+:
5%Y?50%-H=2- 45"&F2)0+:-:!
0+:-2,+Yn5!-,7U60=2 -u
?+K2_
2 !P=:&&TH7$5,no6"E5
18P5L2!2=< !#!,0!P+:9%
=#=>K-+*_%n="-+:&n-%4B>K

U#<==< !U*-?5*+=#
=en6"*$#2A5S"e5-
3$+>ME5=-q5n#fz)F!U>7U!P
7UU{S!P:*&r-<=,A5??%=n
1!*9":H5=1*N745#-
=?,V=6"5<
:%:MQsS;D?IkbD_C>?cDSL^AJ<h>?_G
:%::?OFAFT\_C>?cDSL^AJ<h>?_G
:%:::?OFAFT\_C>?cDSL^AJ
31!*!-27"-44r2+:!?5<lM?
9,/"-z1!*{&1ledK+=H<0 45#-
VA5MK&1+1+l5:0$M+"
!*A5Kˆ-%+l56K-6M!F$=4<=>K&1
Zr9; 0+ˆn5•i‚fIJJJF5=58E5fz1
!*!7KYA5*a$A5-2Kˆ-%" a4
15
=>j5-F<VA57+Ln!45{ [e
-JJG%=I]
Zl8E5=5=q=5-2 a6-A51!*f
X31!**LHNj5-FVe0-2Kˆ-+>!n
-7U*V0>L8!1!*7T-%-aw=>2
U"60,=5Kˆ-nn6=1",
XW1!**LHNj5-FV%-V!U!UL02
1!*o!U!UL02r?5%7U5%7"'

X/1!*A5-2 *%5k&T0-a$A5 
*n!450Nj5-FMV63V<7U
kl$57-OlLn!45<V-5$
0%VA52_&F2Zl8E5=5=q=5-2 a
6-A51!*f

XeVn6*UL =„=:,4<8%ˆ
onMV7U6-K=„=%7kn6K-
q%an7k"*=4=>'
:%::%:?OFAFT\>?cDSL^AJ<h>?_G
31!*8+!-2,-=w0=l*%,+n
675
ZrZˆS•"e5-[Z3Se]+•i‚\IJJJ>1!*8+!
-w*A5Kˆ-8+j5-F<V=5a8=:A5
?-5%K87†&r-&T!,<VA51!*
5=5=5-5[IG.]!,=b1!*8+!7KM57†
+A57+8+-5'+:K-N0+8
+-H
16
z31!*>-70-[r545!r]f!<0 +2$!45
08+-?wn6&8=:7-5n%+$K%
V8+
31!*=K"-[r&r=rr45!r]f!Ma$-?
wn6&8*57-55<57w8+%+$fK-
&q%NK-
31!*<$[=rrr45!r]f!2$?wV
7U6pp*-$57'a=K"-+>6
*1!*>?wOjKn7018%n
$7•aU"!4508+*%+$f-2K-
LKA58+'5M5+%8+Y-n7jr{[ZidwZ8Z-
JJI%=C]
B6=„*7"-+1!*8+!H+"1
!*8+Z<%1!*8+?7n7YLHM
7L"A58+
:%:%:O>A?UADRtA??LsAJBbA>?cDSL^AJ<h>?_G
) +:5"75!8n+n=

>1!*8+2+<0 5f
XĐặc điểm của nguồn kháchf/!?w=N0+1
!*8+k*-2$&U45NK-A5
7)aL"+:!8>7kn674<0
85-5+8+n36f77U6-2-nY
5<H75Hq%7U61!*A58
+!=q775w%7U6L0*nj5-F%
K5<7U75w8++%K=$Z<%+:M
_775>vnMOj75S:MH$%
V75>7vnMK-75+5=5M
75)_?%1!*8+o2+=,
#-!7
17
- Cơ sở vật chất kỹ thuậtf1!*8+2+1!*<0
+1,q) +:-2Kˆ-5<8+%- ,=5q
OjnM+118
sZ1%<0 +17•5-5+4=>,=58+=
75!8S$==?*757,%=8+!
=q%00=50L8_w?%A%>7U6,=5
*8+<5<7vK-1<!O0OA*=5L8
M0L8",%"
sZ5%<0 +1n1!* q4=>+
7*P%!+Y1!52Y!3•,
-2" ",%‘5& vq#+!"+:7+
L275n%"4Ke+<%7"H+1
7•!7U60 +:+"w8+n5A57
++"+7A57,
XCơ cấu chất lượng lao độngf31!*8+2=1!:+2o
#+e#+!?=N05-5+4=>18+%
=N0+7B,=5- 45"+:7+Nj5-FA5

7w<2=1!:+=>o7KYA52o#+<
d,+5=O745=A54K!+>6n1
!*8+5Oj#+Kn=>2"+ %6=„
Y%"-+A5->
e=5%771!*8+%7U%
#$l7#%l8+-?&TK-24=>B>
=5-21*+0-7!06-%77
n&:=+7#<01=-2u8++<%
1!*8+Oj$145+Kn*N_L2%70*
O5M5<0 1
18
:%:.:?LMAJN?ON>MutABOA?JFO>?cDSL^AJ<h>?_G
5=5=5-5x3[IG.]!M?=1
!*8+ZUA5,"2q
75n*704K1!*8+A5U45+"
A57X?'8+Z5i’~S;cƒ*
Tlli’~S•3’XW8++;cƒ•ZhX31!*%N7
!7"[i+r%JJ]
ZrA55=5=5-5x3[IGG]F=5?51
!*8+[Z5i’~S;cƒ]+:L0452.n-
VA51!*8+
Xen--2<f!?-2N"=>8+F
=5+:.L045f
/U<Rh“5vN">n+7K?5&8%>
U<vN"
/L,a+1%U<Rh“6"N45#-#=K
4<0+1
3U<Rh“N"8+q5<!VV
(3U<Rh“18+q+?6--U<5vN"
.3U<Rh“UL778+v*N"

Xen--2f!?7KYN"8+78?+q
,+:L045f
e#+U<Rh“+L,5n%q,
e#+U<Rh“!U!U•qŽL,
e#+U<Rh“7UL5?j=54L=267U<
VA5L,
Xen-Y!N+f!?7KY,NH+5#-A5+8
8+7+:(L045f
B+A5#+=U<Rh“<,NH +:L,
19
d,K-1<57N"58+:U<Rh“
e#+=U<Rh“L5?oj=5!8N%Fa+:L,
(e#+=U<Rh“A706=K!?#jA5L,
Xen--2_K-f!?7KY45#-%UK-+Y-n
l#7+:(L045f
3U<Rh“6"N45#-0#L,
3U<Rh“nM#+6"N45#-0#L,
3U<Rh“6"NqaL"0M45#-1A5L,
(e#+=U<Rh“6*MVaL"A5L,
Xen-"+1M>f!?-21^%",A5
=50L8+1%?+$*%o=5A5#
+++:.L045f
3U<Rh“n=50L8",
3H+1A5U<Rh“=U=11^
e#+A5U<Rh“n=5%!8N
(3"+1=,28+=11^,U<Rh“
.3U<Rh“n?558"
eA55=5=5-5[IG.]=b1!*8+!7K
M57†+A57+8+-5'+:K-
N0+8+-H

5=5=5-5x3!qV=b1!*8+*K-
LH7*>LHJV%n!f
)2<[=r!5L!<]
/KY[=r+rr]
eY!N+[-rrr]
(Z0[5r]
.8N[=r<]
20
@ZU[ 5]
CZ$"-[=rL!<]
G)25[r=<]
IB6L07[r=5-r=]
J"M>[5L!r]
U>JVA51!*8+n6L540-7$5
,A5-28+%!,,=+"!?%-5$!<0%
+nV7U,=8#L"WnF
!V76-8-U><+070!!1!*8+L5_-.
VLK%n!f
)2<[=r!5L!<]f6"457KYN"8+w*+q
?,5<!VV
/KY[=r+rr]f6"N">qŽ7%
o8+5n
iNLKK-[5=5r]f6"45=>2<-U%2!8N%-
H+,NH7
(iN_K-[r-5<]f6"N45#-Y-n0l#7

."+1M>[5L!r]f6"45,>%=5
A5#+%+=50L8+8+
:.:RFeI[A?TJFv[>?cDSL^AJ<h>?_G_EQw?EFSxAJ>o[g?O>??EAJ
Z=!E+N75%Nj5-FVA57!U!- 

45#-VA575
ZU?758+?=b1!*8+
+Nj5-FV7!_1Z<
1<1!*8++Nj5-FV7!57"-#
L"iNj5-F7!-27"-94kN!OA57
21
7'Kˆ-5<8+=71!*8+=+
MV6A58+[“r5-!xdr=%JJJ]
S>0%-2+1a=5!K-+- 45"M5
# A51!*8++:-2!OA57+:-2
!E+N6S:!0%K<0=bM5N!O7+
VA51!*n- 45"_L0%6f
X/-2<*75%>-2!OA57
5+*!,
X/V="-A5#+=*7
5a1>-2!OA57vY!aK-& 
X/-2*75>-2!OA57
5+*!,
X/V_K-*75>-2!OA5
75+*!,
X/"+1>*75>-2
!OA575+*!,
:]MQsD?w>DFyA
)? <*#5nVw+'
8+!=1!:Z=n8+9":!8+*45#-7
35> H nVK+>7Un-2
"$7U5A!:6n69-2L9"-?L,L‹%?#
05-NWn6n-2!PU+=5=>n=1
+"K!-++">-856-:!U*!45=1
ZA5?# B0<*#5%-

:FLpV9+:-:+0 -:70V9
"HMn7U5=2=F6-??#%L,L‹0+
wU#%q=6<Y/Trn!N=5?A59
":5==85L B0,7
22
,\.5[W<Z#%BQ5%3r=<%i5Q=]5<
<+":e5-3#B2;%S•W,R5%3B”
Z=?L9708=?,=5<5<p%aL"!N
=5?!,":>1!*8+o+"!-
j5-FN!O7vKNa!VWn+"+
U"++"9":o+"=#$
1!*8+A5":v=N0q4K!A5
3U<39VW!8R5XB0n>"+V-45=
A51!*8++nMK$*6#5-2
!OA57 +:8+":o#5!*0,=5
e=5%=N0"5<+^5n+1
!*8+9":H7,R5=7#<!-2=M
8+-5!,_5"S>+<%Un67•8+"
!N5“Đánh giá của khách hàng về chất lượng dịch vụ tổ chức tiệc cưới
tại khách sạn Xanh – Huế”nE5NP
23
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24
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XZ=:Y-IC.!&,•o
XeY-IC.\IIJf7cdeWkZZB0
XeY-IIJXIIf/,*B0
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