Gi

Thi phc v

C s vt cht

Mc hi lng ca khch hng i vi siu th Big C

Sn phm
Dch v

gia hang hoa phu hop tui tien khach hang

gia re hon so voi sieu thi khac

wow co gia hop ly

khuyen mai nhieu hinh thuc

khuyen mai hap dan

khuyen mai da dang

nhan vien huong dan nhiet tinh

Valid Missing

175 0

175 0

175 0

175 0

175 0

175 0

175 0

nhan vien thu ngan chuyen nghiep

nhan vien phuc vu nhanh chong

dien tich rong rai

nhieu xe day va gio hang

trang thiet bi hien dai

bai xe dap ung so luong lon

vi tri sieu thi thuan tien

gian hop ly

hang

san pham da dang

175 0

175 0

175 0

175 0

175 0

175 0

175 0

175 0

175 0

thuong uy tin

hieu

san pham che bien san dam bao ve sinh

san pham tuoi song dam bao chat luong

san pham dien may uy tin

san pham dien may co hau mai rat tot

tra gop san pham dien may thuan tien

giao hang tan noi rat tot

giao hang dung hen

giao hang dam bao chat luong

175 0

175 0

175 0

175 0

175 0

175 0

175 0

175 0

175 0

de dang doi lai san pham

luon lang nghe y kien dong gop

quan tam nhu cau khach hang

dich vu cham soc khach hang rat tot

gia re cho moi nha luon dung

hai long ve gia

hai long ve thai do phuc vu

hai long ve co so vat chat

hai long ve chat luong san pham

hai long ve dich vu

175 0

175 0

175 0

175 0

175 0

175 0

175 0

175 0

175 0

175 0

Ngun: Kt qu phn tch d liu t SPSS

Reliability Statistics

Cronbach's Alpha

N of Items

.680

Item-Total Statistics

Scale Mean if Item Deleted gia hang hoa phu hop tui tien khach hang 15.82

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

4.932

.410 .472 .389 .452 .445

.640

gia re hon so voi sieu thi khac khuyen mai nhieu hinh thuc khuyen mai hap dan khuyen mai da dang

15.94 15.55 15.56 15.58

4.508 4.996 4.719 4.670

.612 .649 .622 .625

Reliability Statistics Cronbach's Alpha N of Items 3

.778

Item-Total Statistics

Scale Mean if Item Deleted nhan vien huong dan nhiet tinh 6.89

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

2.465

.586 .635 .633

.730

nhan vien thu ngan chuyen nghiep 6.82 2.641 .686

nhan vien phuc vu nhanh chong

6.79 2.191 .682

Reliability Statistics

Cronbach's Alpha

N of Items

.739

Item-Total Statistics

Scale Mean if Item Deleted dien tich rong rai nhieu xe day va gio hang trang thiet bi hien dai bai xe dap ung so luong lon vi tri sieu thi thuan tien gian hang hop ly 19.41 19.30 19.48 19.47 19.76 19.69

Scale Variance if Item Deleted 7.553 7.741 7.791 7.550 8.069 8.226

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

.503 .533 .547 .464 .398 .423

.695 .687 .684 .707 .725 .717

Reliability Statistics Cronbach's Alpha N of Items

.724

Item-Total Statistics

Scale Mean if Item Deleted thuong hieu uy tin san pham che bien san dam bao ve sinh 18.65 san pham tuoi song dam bao chat luong 18.73 san pham dien may uy tin san pham dien may co hau mai rat tot 18.84 tra gop san pham dien may thuan tien 18.74 18.66 18.43

Scale Variance if Item Deleted 7.442 7.079

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

.433 .489 .530 .549 .382 .383

.694 .678

6.933 6.617 7.273

.666 .658 .710

7.112

.711

Reliability Statistics

Cronbach's Alpha

N of Items

.719

Item-Total Statistics

Scale Mean if Item Deleted giao hang tan noi rat tot giao hang dung hen de dang doi lai san pham luon lang nghe y kien dong gop 17.27 quan tam nhu cau khach hang 17.11 dich vu cham soc khach hang rat tot 17.14 17.06 17.10 17.41

Scale Variance if Item Deleted 8.755 8.445 7.692

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

.319 .409 .415 .527 .553 .500

.717 .693 .695

7.749

.658

7.511

.649

7.836

.666

Reliability Statistics

Cronbach's Alpha

N of Items 5

.645

Item-Total Statistics

Scale Mean if Item Deleted hai long ve gia hai long ve thai do phuc vu hai long ve co so vat chat hai long ve chat luong san pham 15.09 hai long ve dich vu

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

15.15
15.41 15.07

4.127
3.875 4.467

.340
.405 .328 .468 .472

.623
.590 .623

4.267

.567

15.06

3.916

.556

KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.805
1.375E3

Bartlett's Test of Sphericity

Approx. Chi-Square

df

325

Sig.

.000

Total Variance Explained Compone nt 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Total 6.082 2.499 1.713 1.593 1.271 1.202 1.164 .964 .862 .804 .786 .718 .695 .626 .574 .551 .519 .483 .465 .454 .408 .378 .354 .304 .301 .233 Initial Eigenvalues % of Variance 23.392 9.613 6.587 6.126 4.889 4.622 4.477 3.706 3.315 3.093 3.022 2.761 2.674 2.407 2.209 2.119 1.995 1.858 1.789 1.748 1.567 1.452 1.361 1.168 1.156 .895 Cumulative % 23.392 33.006 39.593 45.718 50.608 55.230 59.707 63.413 66.728 69.821 72.842 75.603 78.278 80.684 82.893 85.011 87.006 88.864 90.653 92.400 93.968 95.420 96.780 97.948 99.105 100.000 Extraction Sums of Squared Loadings Total 6.082 2.499 1.713 1.593 1.271 1.202 1.164 % of Variance 23.392 9.613 6.587 6.126 4.889 4.622 4.477 Cumulative % 23.392 33.006 39.593 45.718 50.608 55.230 59.707 Rotation Sums of Squared Loadings Total 2.897 2.467 2.341 2.040 2.030 1.967 1.782 % of Variance 11.142 9.489 9.005 7.847 7.806 7.566 6.853 Cumulative % 11.142 20.630 29.635 37.482 45.288 52.854

59.707

Extraction Method: Principal Component Analysis.

Rotated Component Matrixa Component 1 trang thiet bi hien dai nhieu xe day va gio hang bai xe dap ung so luong lon dien tich rong rai khuyen mai da dang luon lang nghe y kien dong gop 2 3 4 5 6 7

.721 .664 .649 .646 .631

.793
.705 .635 .599 .817 .727 .714

quan tam nhu cau khach hang

dich vu cham soc khach hang rat tot de dang doi lai san pham nhan vien thu ngan chuyen nghiep

nhan vien huong dan nhiet tinh

nhan vien phuc vu nhanh chong

san pham tuoi song dam bao chat luong

.686 .669 .636 .814 .743 .436 .401

.428

san pham dien may uy tin san pham che bien san dam bao ve
sinh gia re hon so voi sieu thi khac

gia hang hoa phu hop tui tien khach hang khuyen mai hap dan khuyen mai nhieu hinh thuc vi tri sieu thi thuan tien san pham dien may co hau mai rat tot

.659 .630 .608

.413

gian hang hop ly

tra gop san pham dien may thuan tien

.439 .788 .741 .449

giao hang tan noi rat tot giao hang dung hen thuong hieu uy tin Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 10 iterations.

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

.615
64.179

Bartlett's Test of Sphericity

Approx. Chi-Square

df

Sig.

.000

Total Variance Explained Initial Eigenvalues Component 1 2 3 Total 1.715 .748 .537 % of Variance 57.167 24.938 17.895 Cumulative % 57.167 82.105 100.000 Total 1.715 Extraction Sums of Squared Loadings % of Variance 57.167 Cumulative %

57.167

Extraction Method: Principal Component Analysis.

Component Matrixa Component 1 hai long ve thai do phuc vu hai long ve chat luong san pham

.739 .705 .820

hai long ve dich vu

Extraction Method: Principal Component Analysis.

a. 1 components extracted.

Gi
Thi phc v

C s vt cht

Mc hi lng ca khch hng i vi siu th Big C

Sn phm
Cht lng dch v

Dch v khch hng

H tr khch hng

Reliability Statistics

Cronbach's Alpha

N of Items

.752

Item-Total Statistics

Scale Mean if Item Deleted trang thiet bi hien dai nhieu xe day va gio hang bai xe dap ung so luong lon dien tich rong rai khuyen mai da dang

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

16.11
15.94 16.11 16.04 16.03

5.895
5.944 5.695 5.751 6.154

.590
.544 .491 .519 .459

.685
.699 .720 .708 .729

Reliability Statistics

Cronbach's Alpha

N of Items

.727

Item-Total Statistics

Scale Mean if Item Deleted luon lang nghe y kien dong gop 10.19

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

4.096

.613

.612

quan tam nhu cau khach hang 10.03 4.108

.568

.636

dich vu cham soc khach hang rat tot 10.06 4.416

.492 .414

.680

de dang doi lai san pham

10.33

4.246

.734

Reliability Statistics

Cronbach's Alpha

N of Items

.778

Item-Total Statistics

Scale Mean if Item Deleted nhan vien thu ngan chuyen nghiep 6.82

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

2.641

.635

.686

nhan vien huong dan nhiet tinh 6.89 2.465

.586

.730

nhan vien phuc vu nhanh chong 6.79 2.191

.633

.682

Reliability Statistics

Cronbach's Alpha

N of Items

.701

Item-Total Statistics

Scale Mean if Item

Scale Variance if Item

Corrected Item-Total

Cronbach's Alpha if Item

Deleted
san pham tuoi song dam bao chat luong 7.51

Deleted

Correlation

Deleted

1.757

.571 .433 .559

.545

san pham dien may uy tin

7.44

1.834

.721

san pham che bien san dam bao ve sinh

7.43 1.776 .560

Reliability Statistics

Cronbach's Alpha

N of Items

.625

Item-Total Statistics

Scale Mean if Item Deleted gia re hon so voi sieu thi khac 11.91

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

2.704

.457

.514

gia hang hoa phu hop tui tien khach hang 11.79 2.926

.448 .388 .327

.524

khuyen mai hap dan khuyen mai nhieu hinh thuc

11.53

2.986

.567

11.52

3.205

.608

Reliability Statistics

Cronbach's Alpha

N of Items

.605

Item-Total Statistics

Scale Mean if Item

Deleted vi tri sieu thi thuan tien san pham dien may co hau mai rat tot 11.06 10.97

Scale Variance if Item

Deleted 3.177

Corrected Item-Total
Correlation

Cronbach's Alpha if Item

Deleted

.385 .372 .429 .358

.534

3.266

.544

gian hang hop ly tra gop san pham dien may thuan tien

10.90

3.261

.504

10.97

3.183

.556

Reliability Statistics

Cronbach's Alpha

N of Items 3

.638

Item-Total Statistics

Scale Mean if Item Deleted giao hang tan noi rat tot giao hang dung hen 7.50 7.54 7.08

Scale Variance if Item Deleted 1.504 1.503 1.821

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted .506 .463 .632

.471 .500 .375

thuong hieu uy tin

Reliability Statistics

Cronbach's Alpha

N of Items

.620

Item-Total Statistics

Scale Mean if Item

Deleted hai long ve thai do phuc vu hai long ve chat luong san pham 7.42 7.74

Scale Variance if Item

Deleted 1.379

Corrected Item-Total
Correlation

Cronbach's Alpha if
Item Deleted .551

.417 .375 .513

1.843

.595

hai long ve dich vu

7.39

1.400

.394

ANOVAb

Model 1 Regression Residual Total

Sum of Squares 26.673 29.642 56.315

df 7 167 174

Mean Square 3.810 .177

F 21.468

Sig.

.000a

a. Predictors: (Constant), X7, X5, X3, X4, X2, X6, X1 b. Dependent Variable: Y

Model Summary

Model 1

R .688a

R Square

Adjusted R Square .452

Std. Error of the Estimate .42130

.474

a. Predictors: (Constant), X7, X5, X3, X4, X2, X6, X1

Coefficientsa

Standardized Unstandardized Coefficients Model 1 (Constant) X1 X2 X3 X4 X5 X6 X7 a. Dependent Variable: Y B .529 -.063 .269 .075 .193 .073 .242 .115 Std. Error .319 .068 .059 .051 .062 .064 .070 .064 -.064 .309 .097 .212 .070 .240 .118 Coefficients Beta t 1.658 -.929 4.533 1.454 3.123 1.141 3.461 1.799 Sig. .099 Collinearity Statistics Tolerance VIF

.354 .000 .148 .002 .255 .001 .074

.653 .677 .707 .685 .847 .657 .727

1.531 1.478 1.414 1.459 1.181 1.522 1.376