MỐI QUAN HỆ GIỮA HÀI LÒNG KHÁCH HÀNG ĐỐI VỚI CHẤT LƯỢNG DỊCH VỤ TẠI ĐẠI LÝ DỊCH VỤ XE Ô TÔ KHU VỰC PHCM.PDF

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Ζ9Ψ αω& 0?/345999999999999999999999999999999999999ΖΞ
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Ζ9] [ρ− Β)ιω ρ999999999999999999999999999999999999999999]Ζ
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[∋∋ΚΛ: ∗{1β)21[22οΚϕϕΚπ999999999999
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[∋∋ΖΛ0ρ4599999999999999999999999999999999999999999999999999999999999999999999999
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0Ψ9ΨΛ∗{ !%&∋9999999999999999ΨΞ
0Ζ9ΚΛ+:2ΒξΠ∗1  459999999999999999999999999Ψ
0Ζ9ΞΛαω&α2))99999999999999999999999999999999999999999999999999999999Ψη
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0Ζ9ΖΛα/0ψζΠ ∗{∀#∃%&∋999999999999999999999ΖΚ
0Ζ9]Λαω&α2))99999999999999999999999999999999999999999999999999999999ΖΞ
0Ζ9Λ<µ3999999999999999999999999999999999999999999999999999999999999999999999999999999999999ΖΖ
0Ζ9ηΛ0∗ρ−∗#∴ΠΙΘΠ99999999999999999999999999999999999999999999999999999ΖΖ
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0Ζ9ΚλΛ40999999999999999999999999999999999999999999999999999999999999999999999999999999999999]Ξ
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0Ζ9ΚΞΣ   71Β)9999999999999999999999999999999999999999999999999]
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+3Ξ9ΚΛ3]0 ∀#∃%&∋1[2299999999ΚΚ
+3Ξ9ΞΛ∀#∃%&∋1 99999Κ
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∴ ?∴9
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#∃ (2∀ρ8∗ %∗(2
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ρ∀#∃%&∋139Θ3?>Α457
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!%&∋#∃∀∗>ρ02|27&∗{
(%∗9;?<> 06ΑΑ<χ2>51δ
6<ε>≅φ17<γη56ι1ϕκ11756αΑ<λµ<κ1νγοπ56⊥;κ1λθρ<αρ<γ]⊥;κ1λθστ
υυι12λφκ1751ϖ1ΑΜ1Ν<51ωΑ9
ΦΓθκ<42561<45κξ2
3β)2#∃Α45ω&≅%∋
Α#!24∗/!9?4>!3%&∋
3345#∆< );
;39ΘΙ?>45Α∀#∃%&∋
 ?#∃ρ9
Θ− ?> 4 5 ? #∃   ∋ 4   ∗  
∀#∃%&∋∀∗Β|(%&∋)
1 #∆8∗+,:−9
Ι45?ι2 ∋4∋ω#Λ
 θ & ?/7∀#∃%&∋0#|/

 >2#∆∃∗45(%&∋)9
 θ & 570 #|1?// 
9
 82 (;/045
Φ∆Α<οπ56λ7ϖ1ρΘλ<561<45κξ28
Σ#∃45∀#∃%&∋>1 
!%&∋(%&∋) ?9
Ζ

ΣΑ?∗245ρ∀#∃%&∋0#|
421 ≅%∋%&∋1(%&∋)
|∗+,:−9Σ(%&∋)|ρ? (
;Β )<≅Β0)9
ΦΕ1οψ56ϖ1ϕϖ561<45κξ28
Ι45#∃∗{45 ∗ 
ο&−π45−5ο&#∃π9
Ι45 ∗ #∃∗#∴∗ ∗45
&−9Ι45&−%ω &  45>ρ?
%Β0ρ>∗ {/4/
#∃45∗∋∋∗{45&#∃9Ι45
≅%∋∗#∴∗ ∗0<ω∀?(/;  #∆
?4≅%∋%&∋(%&∋)% ?/6
4−26?/&6≅%∋%&∋
(%&∋)9Ι2>0< ∗  
ω#∆ ∀#∃%&∋> 24
59β#∃ϖ2?Κλ#∆>ρ? 
#∆?4≅%∋%&∋(%&∋)90<; 
/Κλ4#∃)7<∋οΙ?_Σ36ΞλΚΚπ9
Ι4 5 − 5 #∃   Β ∗#∴ ∗ ∗ 4 5
&#∃9β∗∀< >Β0ρ

Φ−5#∃#0 !#∃ ≅
%∋%&∋ (%&∋)∗
 /∗ΒΒ00 ≅)235∗∀2
/∗ω  ∗ % 9 Ι4 5 ? ∋ 4 ω&  
#∆Α 2&7?1ω&3(?/9
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Ε∗#∃)ΒΒ020∆1
4#∗ρ−49β<%Φ#∃≅(Β∗{
Α≅(4β[ββΚ9
#∃  ∴Β7Β:2Βξ∗∗ρ−
ρ ∗ ψζΠ∗ρ−,??/−Β7∗{Α
β[ββ #∃≅%∋|Β#!?ω     ω&3
459[ρ−<#∃≅%∋ω)1 
< Α!−79
Ε/ Α ι  ∗−∆   4 45≅
%∋∗#∴∗ ∗6ϖ>∗ ∀!−ϖ4
5Ξ] ≅%∋%&∋9
Φζ−561{>1φκ<Ρ5κ|>αβ7<
β01 Α∀#∃%&∋(%&∋)
Φ−  ∴ / #∃   ;∗−   9+6 ! −
#∆<?Α  ∀Α∀#∃%&∋%&∋
< 1(9
Ι45Φ8∗ (∀∗%&∋µΒµ#∃ 
∗{1∀#∃%&∋∀∗Β|(%&∋ 7/
1 #/9;<>< Β∗ ∗&#!−
 {#ρ∀∗∴|∀>∀?7
ρ4>ρ∀#∃%&∋>0/< 
ω{1 ? 7∴ρ 0
2139

Ι45?<∗∗{Β,08∗ 
0 (  4 /∗&>0 2& %<  3 ω>
%∴Α(?/∀#∃%&∋1 9
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ΦΒ}κν2κ|>∼ϕ=κϕ=561<45κξ2
 :#∴ΚΛΑΑ45
 :#∴ΞΛ:∴|(?/3454523
Β?∴|(?/4/45#Λ∀#∃%&∋>
ο0π1 9θρ?%3∗∋∋4
5Α2 0?/459
 :#∴ΨΛ[#∴∗ ∗4523Β??2345>
ρ?%ω& #∆  459
 :#∴ΖΛ[ρ−/04523Β?Αϖ
0 >ω& > ω& 3 #∆   
45>   /0#∃9
 :#∴]Λα//&23Β?<µ/04
5#∃#2 (5%∋_9Σ,∆44
ι/145Α∀ #!45/∗)9
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ΞΓ8Ξ%∋−0Υ[∴
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:#∴Κ!ΑΑ459:#∴Ξ23
Β?7%∴Β0Α (?/4/  ω
Α045?9,  Λ∀#∃%&∋>
1   <4>  

9Σ,∆>#∴?#273(?/ρ?%
 0?/459
ΓΦ1ϕ<5<δΘ⊥;κ1λθλ7κϕκακΝ51κ|>⊥;κ1λθ
Ι? ?>  2261%& ∋2 Α  /?
#∃52=∴9α/∗ 2ω321%&∋?
269?4>ω<ω427 Α%&∋
ϖ∀Α#∃29/!?ϖ,Α
  Α%&∋9
);ω ΘΙοΞλΚλπ>%&∋7
∗∋∋0{0∀>%.9
: 452)α)2Π22οΚϕϕϕπ&
%&∋#ΛΕ&∋Β∀7?∃−7Β4<
ω∀∗Β4 Α∴Β03,|
0.9
) )  2)2 οΞλλλπ> %& ∋       23>
 57< 2&≅%∋ 
0{∃1 9
α  ! 0 ∗  3> 8  < ω %_ %  #∆ ∀
#∃7 ∋ω9?4>!%&∋ω<ω#∆∀#∃
38ι∗Α∀Α<∗5∗>#<ρ20∆
κ

9β<∗5∗? ; ι2# Β1%&
∋0∗3#∃α)οΚϕϕκπ)22?β)%)2
)οΞλλΞπ2−%ϖ#Λ
 Ν51λυ 1_51<5>56<∼<γ<38 7%&∋{8?ω#∃ 
 Β ≅%∋Β∀ ∴ω2#!<#∃9
Θ3?>ω0µµ>#∆Φ3/ Β5
1∀#∃%&∋;#∃6/∗8>2/Β&
6∀?#∃9

 Ν51 ι1υ56 αΜ56 51ν 1ττ:=6τ5τ<38 | ρ?  < /  
1 57%&∋9ΣΑ?<%&∋<
ω#∃/∗;2∀/2∀09Ι∀Α/?/
∀#∃17%&∋<ω?)#∆∗∋∋> 
0∆∗∋∋9ΘΑΒ0>−Β/42%&
∋%_0?20?2#∆?4%%&∋<57#∴ 
#∆2∀9:−Α? %&∋2|4<
∴9
 Ν51ι1υ561ϕκ1:<<5≅τϖ>:>∼<γ<38%&∋7 23
54%%_2897%&∋ω 
Λ≅%∋<9
Ι −∀24>%&∋<ι−Λ
 −,Λ%&∋ ! <#∆|<
ω#∃∀>ωω2∀#∃2#!59
Ι<    > %& ∋ ? 0 ∴    <  #∆ 2#!
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#∆4%Α%&∋516Α/01%&∋9
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∃1 ο3] 0 π930
 %ω  ∀#∃%&∋#∃23Β?|3Λ
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_51ΓΦ8υ1_51ζι1=956κϕκ1κ1νγοπ56⊥;κ1λθκ|>>:>≅2:>Θ>5κ6
οΙ,[22Κϕκ]π
β61 Α∀#∃%&∋<747
0 !016Α∀#∃%&∋<9)3
2430 Α61 01 
Α∀#∃%&∋<ο0 ]πΒΒ0 
Β,Λ
α0 ΚΛ∀< Β61 Α
∀#∃%&∋02&0Α6?1 9
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α0 ΞΛ∀?%&∋ι∗<2?ω
513Α61 ι−∀
#∃%&∋9
α0 ΨΛ∀ρ4%&∋?ω%&∋
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α0 ΖΛ∀∀∗%&∋ 8!
35! >8!#∃∀∗
 9

α0 ]Λ∀< Β∀#∃6Β| 
∀#∃60#∃9α0 ?ΦΒΒ0
 2479
;  3 ? [22    7   ρ? %  
β)2!#∆∗{%2401 >Β,Λ
Κ9 ?ο2)Β?πΛ<40%&∋∗∃∗8∆
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Ξ9 Σ ∗5ο2)∗))πΛ<41ρ4
∗∋∋∀∗%&∋ 9
Ψ9 Ι∗∋∋ο∗)))πΛ<4237?4ω
%&∋9α0?4?{/ρ4/∗8! 
 >ρ42/∗%&∋>045ω
µΒµ4{/∗∋∋ 9
Ζ9 /∗ο)πΛ4/6Α%_% 
 2  /∗  ! %& ∋ # 28 µ ∆  ∆ ∃ 1
 >&ω∗∋∋∆|≅∃ 9
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9   οπΛ  4  /   /∗>   
 Β6%_%ω#∃)6Α
∀Α4/6#0−%&∋>∗−>0?//>
µµ9
η9 −ο2)%Β?πΛ<40 >
 ??9α0?ω4
/1?>ρ 1ρ4∗∋∋/∗2/∗
! 9
κ9 Πο)2?πΛ4/00Β0 >
ωΑ∀>−#Β09

ϕ9 +ω Β/    ο%)2%€ ) )2πΛ ω  
0ωΒ/{1 3ω
1 >ρ/ ρ6%#∃ 
#∆?49
Κλ9[#∴3οΒ)πΛω3>2∗∋1
ρ4∗∋∋> 2/Β&∗∋∋%&∋9
3β)2!Κλ∗{424<#ωΒ /
6−1%&∋>?43?<#∃ω ∗5
∗#∆>  ∗ρ−9Θ3(%<>[227
  Α { /  ω &  Α   3> !  ΚϕϕΚ
[22ρ?%ω  ∀#∃%&∋
Β,ΞΚΒ/7]∗{ω#∆∀#∃6%&∋
0>Β,7?ο2)Β?π>− ∗5ο2)∗))π>−
0 Β0 ο2)π> ∗#∴   3 οΒ)π   , 0
ο)∗?πο%ϖ)Ι?_Σ36>Ξλλκπο)4∗∋∋Κπ9
β)2?#∃5%∋272?4Β4<
ϖ,2Α− >1<9:2?2
οΚϕϕΞ>ΚϕϕΖπ#2βψΘ[ψζ>< 0Α∀3
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15 {/∗0  #∆0 ∀ #∃0  ∀#∃
∃#βψΘΝΟΠΧ9Ι45?≅%∋0 #∃
#∆2/∗Β  ∀∗7ωΒ/
 2βψΘΝΟΠΧ<4/016∴
24Φ2,−0 9
 3 βψΘΝΟΠΧ  βψΘ[ψζ  #∃ ω & 2 Α
3%&∋#ρ>Β ϒ> >∴02−2
 23//> 0ρ1
βψΘΝΟΠΧ 2 4 5 1 3 Θ3 ?>  ∗ %∋  3

βψΘΝΟΠΧ2  ∀#∃%&∋() 0Φ
ω&37 263#∃ ∗%∋
(%&∋){{49
Γ∆1ϕ<5<δΘλβ≅φ17<γη56κ|>ι1ϕκ11756
α Α #∃Α45
ρ2Β∗;9Θ3?><Αω Α
1 Λ
)α)2 οΞλλΚπ>5712 0 1
7#∆Βµ,; /0#∃;0∗!
61#∆<9
)2οΚϕϕηπ2∗051#∆4%
!#∃ ∗59571 
#∃)# ∃2#!70∗
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ϑ)):)οΞλλλπ& ##∆4%0
∗  9Ι4 5 1 6 Α & Ψ  ∗{    ∀ 
Β/Α ΛοΚπβ1 
7 ∗508ω>< Β/Α#∆708>οΞπΣ ∗
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508<µΑ!∋424Β><60∗>
 ι4%0∗>οΨπ:> ∗508/
%∋7∆ω24Β>< Β/Α2 >#<!
20∆,9
)Β2 οΚϕκΚπ>    1    #∃ ) #  7
∗0508 ∗#!#∃>  Α%&∋9
Ι#?  #∃23Β?<ω282Λ1
   −  ∗0 5 0 8 1    #! / 7 0
∗>%&∋4%0∗>%&∋<9
ΓΕ1νγοπ56⊥;κ1λθλ7≅φ17<γη56κ|>ι1ϕκ11756

:∀#∃%&∋1  −)
2 Α %& ∋ 2 { ρ? 8
ρ45?Α1 02&#
45ρω &89
β ∀#∃%&∋ ∗ρΒ
#<ιΦ!ο2)2+Β)2>ΚϕϕΖβ2%)>
Κϕϕκπ9
[22)οΚϕϕΨπ2∀#∃%&∋
1 ,7 Β>2< Β∴Β0−
ρ09
2 %& ∋>   1 
.∀#∃%&∋.< ∴Β0%24∗ρ−
ρ089β1 3
7  27!∴∀#∃%&∋9Θ! 3?><ω
)  ∀ #∃ %& ∋#  7 ?/    7    1
 ο))2>Ξλλλπ9
Κ
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_51ΓΓ8Α<χ2>51δ6<ε>κ1νγοπ56⊥;κ1λθλ7≅φ17<γη56κ|>ι1ϕκ11756
β 1 Β,  ?/   7 /< #Λ
∀#∃%&∋>∀#∃0∗> > ρ ρ ρ
39Θ3?∀#∃%&∋1 ρ
∗ρΒ9β Φ&0#|Β|∀#∃%&∋
#∃∀∗ 9
Γζ≅Α561<45κξ2γ<45χ2>5
Ι#  23 Β? | 24>  3   ∗{ 1   ∀
#∃%&∋βψΘΝΟΠΧ1[22>#∃ 45
24/!5%∋2#∆∀#∃%&∋1

 |Α%&∋ Α 9
Θ?&2#∆ΘΙ>345?#∃ 
455%∋2#∆∀#∃%&∋1 %&
∋ 9
:∀#∃%&∋
οβ)2)Ν?π
:∀#∃0∗
ο[2%Ν?π
ϑ ο[2)π
Ιρ3
οβζ2π
β1 
ο:)2βπ
Ιρ ρ
ο[)2ζ2π
Ι,Λ))2οΞλλλπ>β)2)2)>ϑ2€+9
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Ι?_Σ36<45οΞλλΨπ>45
Σ#∆∀ #∃ %&∋02−2∆∗+,:− .9
Ι45?%(?/∀#∃%&∋>(?/Α#∆
  <24&2#∆/!45 ∗ 
&2#∆%&∋ ∴02−2∆ ∗+,:−9 α/
045?#273∀#∃%&∋7
3(?/Βω%_ ∗{∀#∃%&∋
5709Ι45?∀?&2#∆ ∴
02−2∆>∀#∃%&∋Β,Ζ∗{><οΚπ57
?>οΞπ57 ∗5>οΨπ57,0οΖπ∗#∴39α/
0∀?ω0 3 57 ∗5
∗#∴3?/#4{9

Ι451 02)%)2))οΚϕϕΞπ
)2β)2)Ν?):2β)2)Υ%2?Λ%%)
 Υ2).9 Ι4 5 ?  %  ( ?/ ∀ #∃ %& ∋ 
∀#∃%&∋1[22ωρ?%∀#∃
%&∋2%&∋)!]∗{?> ∗5>
∗∋∋>,0>∗#∴3#∃Ζκρ0
 9 α/ 0 4 5  ∀? ; ]  ∗{ Β { 1  
[22   ω&  Ψ ∗{ ≅/ !  
ο)2%)π>∗#∴3οΒ)π>ΙΑοζπ9
α/01455%∋?<∗∗{′& 
&2#!<2 ∗{∀#∃%&∋&>
?745&2#∆459Σ#∆Β/Α
ΒΑΒ/ Φ 2&7?1#∆
 %&∋ <ιω 4
7     2      ∗ ∃∗ ! ; > ; &
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2#∆45{/1 #∃0−Β|
Α?/ ∀#∃%&∋9
ΓΒυ1_51561<45κξ2λ7κϕκ6<9123}
2%%&∋3∀#∃%&∋7?/
2∀26 7/1 972
  ∀ #∃ %& ∋ #∃ Α #∆ ∀∗  ∀   
βψΘΝΟΠΧ #∃ Α ∀     Κϕκλ Β| [22>
))22?9Σρ?7#!>,<]∗{#
23Β? |24<Λ? ∗5∗∋∋,0∗#∴
39
Θ)))2οΞλλλπ>1 & 
7Β| ?/Λ∀#∃%&∋ο)2)?π>∀#∃0∗
ο∗2%?π> 0ο∗2)π>ρ3ο2π

ρ ρο∗)22π9
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−    ∗{ 1 ∀ #∃ %& ∋  !    1  
> ιΒ 2;%& ∋∋ω9Ε<>4 5?∗
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∗{1∀ #∃ %&∋! 1  ≅%∋
%&∋(%&∋)9
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 4 5 Α#∆ ∀ #∃%& ∋# 4 5 1 Ι 
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Υ))β)2)?:)2βΠ∗∗β)2