Luận văn thạc sĩ Giá trị dịch vụ cảm nhận và chất lượng dịch vụ đào tạo ảnh hưởng đến sự hài lòng và lòng trung thành nhìn từ góc độ sinh viên
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TRANG
DANH
...................................... 1
1.1
............................................................................................... 1
1.1.1.
....................................................................................... 1
1.1.2
............................................................ 2
1.1.3
............................................................................. 4
1.2
......................................................................................... 7
1.3
.................................................................................. 7
1.4
............................................................................................. 7
1.5
........................................................................................ 8
........................ 9
2.1
.............................................. 9
........................................................................................................ 9
............................................................................. 9
2.1.1.2
2.1.2
....................................................... 9
................................................................................... 10
2.1.2.1
...................................................... 10
2.1.2.2
.............................................. 11
2.1.2.3
.............. 12
2.1.3
2.1.3.1
....................................................................... 14
....................................................... 14
2.1.3.2
............................................................... 15
2.1.4
........................................................................... 17
2.1.5
................................................................................................ 19
2.1.6
...................................................................................... 20
2.2
.................................................. 20
2.2.1
2.2.1.1
...................................................... 20
....................................... 20
2.2.1.2
sinh
.................................... 21
2.2.1.3
.................................................................. 22
2.2.1.5
............................................................. 22
2.2.1
2.3
......................... 23
.......................................................................... 26
2.3.1
.......................... 26
2.3.2
.................................................................................. 28
2.3.3
................................. 28
...................................................... 31
3.1
...................................................................................... 31
................................................................. 32
3.2.1
...................................................................................... 32
................................................. 32
3.2.1.2
..................................................................... 32
............................... 33
............................. 36
...................................................... 40
............................................. 40
3.2.2
................................................................................ 41
3.3
................................................................................................... 41
3.3.1
.................................................................................... 41
3.3.2
...................................................................................................... 41
3.3.3
............................................................................... 42
3.4
............................................................................ 42
.................... 42
3.4.2
........................................................... 42
3.4.3
........................................................... 44
3.4.4
.............................................................................. 44
3.4.5
- test, ANOVA ....................................................................... 44
................................................................. 46
4.1
t m u ...................................................................................................... 46
4.2 K
nh
........................................................................................ 47
4.2.1
....................................... 47
4.2.2
............................................................. 49
4.2.2.1
............................................. 49
4.2.2.2
53
4.2.2.3
................................................................................................. 53
4.3
................................................................................... 54
4.4
................................................................................... 58
4.5
.................................................................................................................. 62
............................................................ 64
5.1
...................................................... 64
5.1.1
................................................................................ 65
5.1.1.1
............................................... 65
5.1.1.2
.......................................... 65
5.1.1.3
.............................................. 66
5.1.1.4
..................................... 66
5.1.2
....................................................... 66
5.1.3
.............................. 67
5.2
................................................ 67
5.2.1
................................................................................................. 67
5.2.2
........................................................... 70
5.2.3
.............................................................................. 71
5.2.4
...................................................................................... 71
5.2.5
.................................................................................... 72
5.3
........................................................................................ 74
5.4
............................... 75
CNTT
CNSH
CSVC
CT
:C
DVHT
HLSV
GTCX
GTCNHL
(
GTCNGC
(
GTHA
GTTT
GTXH
GV
CLKQ
LTT
MTHD
PVCG
PKS
QTKD
:
)
)
BI U
............................................... 3
....... 16
...................................................................... 33
......................................................................... 34
............................................................................................. 34
........................................................................................... 35
.......................................................................................... 35
......................................................................................... 36
................................................................................................. 36
............................................................ 37
.............................................................................. 37
......................................................................................... 38
.................................................................................. 39
........................................................................ 40
.............................................................. 40
.................................................................. 47
................................. 48
.................................... 49
50
......................... 53
.......... 54
...................................................................... 55
........................................................................................ 57
..................................... 58
...................................... 59
..................................................... 61
............................................................... 62
:
......................................... 13
................................................................................................................................... 21
[23]) ........................................................................................................................... 21
........... 22
YAO Huili, YU Jing, 2012 [61])...... 23
............................................. 28
................................................. 31
.............................................................................. 59
c
ch
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d ch v c m nh n
ns
a
iv
i h c Qu c t .
ng d
t v ch
ng d ch v
d ch v c m
nh n, s
d
b n gi
thuy t bi u di n quan h
d ch v c m nh n
gi a ch
s
tg m
ng d ch v
ch
ng d ch v
o
s
;
ot o
d ch v
c m nh n; s
Ph
us
d ng
ol
ng c a
ki m
thuy t bao
g m hai b
,
m u 301
ct
th c v i
i h c Qu c t -
i h c Qu
ph H
K t qu
o cho th
(Cronbach alpha,
thang o
tin c y t ng h
K t qu
m
thuy t cho th y ch
v t ch t
u
ty
c
o
ng, ph
tin c y
ng
u. K t qu
o (bao g m ch
ns
ch
ng d ch v
ng d ch v
nh
uv
.
ki m
nh
ng k t qu
d ch v c m nh n (bao g m
ng
d ch v c m nh n. S
ns
t
ng
1
C
1.1
1.1.1.
gia.
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2
1.1.2
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khoa
2012
khoa
khoa
.
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Urbana
Champaign
3
AIT
i ng
.1:
2012 2011 2010
2009
2008
254
27
28
29
45
85
67
20
2
9
4
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274
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37
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382
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4
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661
638
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935
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500
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CT
khoa CNTT
SV khoa CNTT
SV khoa
CT
khoa CNSH
CT
khoa CNSH
SV khoa CNSH
CT
khoa QTKD
CT
khoa QTKD
4
Tr
kh
1.1.3 N
5
(
[47].)
(Carey, Cambiano
, 1987) [36]
De Vore, 2002 [16]
t
[33]
[60]).
6
-
[32]).
(Zammuto, Ke
Vi c nh n bi
d ch v
c
, 1996 [62]).
s
os
i v i ch
i h c c i thi
ng c a h .
Trong
a t ch
2010 [22]). M
u
gi
o d c (Finney,
c th o lu n nhi u v m i quan h
c (Adidam
[31]; Hennig
ng
, 2004 [14]; Holdford
Thurau, Langer, Hansen, 2001 [29]
ng m i
quan h v
i
s
ng h c
cao.
c, gi l
cung c
cho t ch
ng ch
h tr
h tr
tr
n t i sau
khi t t nghi p (
[42]). S
r tl
ng
iv
[53]). M i quan h
t y u t quan tr ng
l
Holdford
Qua
White, 1997 [31]).
ns h
a sinh
c (Adidam, Bingi, Shindhav, 2004[14];
7
n
1.2
-
.
1.3
:
,
-
,
SPSS
1.4
s
8
,
-
.
1.5
-
9
nh
,
,
,
2.1
2.1.1
2.1.1.1
D
,d
(Kotler, 1997 [37]).
,
(Zeithamal, Berry, Parasuraman, 1996 [64]).
2.1.1.2
(Berry
, 2002 [15]
10
(Intangibility):
(Inseparability):
.
ng
(Perishability):
2.1.2
2.1.2.1
Crosby, Philip, 1979 [18]),
ng (Spreng
, 1996 [55])
cd
1990 [50]).
(Zeithaml, Bitner, 1996 [63]).
theo
[3]
, 2007
11
, 2007 [3]
, 2007 [3]).
a
2.1.2.2
S
.
.
.
12
(Ghobadian, Spaller & Jones, 1993, Groth & Dye, 1994, Zeithaml
theo Thongsamak, 2001 [57])
2.1.2.3 K
1985,
Mai Trang, 2007 [3]
an
13
Kho ng
h
Kho ng
Kho ng
Kho ng
1:
(Parasuraman
t
[3]).
Thang
,
(Parasuraman
1985
1994
