Long Trung Thanh Kh Mobifone

8/3/2019 Long Trung Thanh Kh Mobifone

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Nghin cu mc trung thanh cua khach hangi vi mng di ng MobiFone ti Q.Ninh Kiu TP. Cn Th

MC LC

Li cm n . .......................................................................................................3Tm tt ...............................................................................................................4

Chng 1: Tng quan v ti.........................................................................5

1.1 C s hnh thnh ti............................................................................5

1.2 Mc tiu nghin cu ...............................................................................6

1.3 Phng php nghin cu.........................................................................6

1.4 i tng - phm vi nghin cu .............................................................6

1.5 ngha nghin cu .................................................................................6

1.6 B cc ni dung nghin cu ....................................................................6

Chng 2: Gii thiu v mng MobiFone .......................................................8

2.1 Lch s pht trin ....................................................................................8

2.2 Thnh qu t c sau 17 nm hot ng .............................................9

2.3 C cu t chc ......................................................................................11

2.4 Cc gi dch v .....................................................................................12

2.5 MobiFone Cn Th ...............................................................................15

Chng 3: C s l lun v thit k nghin cu ...........................................17

3.1 Vn - mc tiu nghin cu.................................................................17

3.2 M hnh nghin cu ..............................................................................17

3.3 Phng php nghin ..............................................................................18

3.4 i tng nghin cu v phng php chn mu, c mu...................18

3.5 Thang o v phng php phn tch d liu ........................................18

3.6 Quy trnh - tin thc hin .................................................................19

Chng 4: Mc trung thnh ca khch hng i vi mng di ngMobifone ti Cn Th................................................................................20

4.1 Thng tin mu ........................................................................................20

GVHD: Ths. V Hng Phng SVTH: Phm Th Thy i1


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4.2 Mc trung thnh ca khch hng i vi mng di ng MobiFoneti Cn Th .............................................................................................22

4.3 Cc yu t nh hng lng trung thnh ca khch hng i vi mng

di ng MobiFone ..................................................................................24

4.4 Xu hng la chn cc nh cung cp dch v di ng ca khch hngtrong nm 2010 ......................................................................................27

4.5 S khc bit trong xu hng la chon mng in thoi theo tui tcv ngh nghip .......................................................................................28

4.5.1 S khc bit trong xu hng la chon mng in thoi theo tuitc 28

4.5.2 S khc bit trong xu hng la chon mng in thoi theongh nghip ......................................................................................29

Chng 5: Kt lun v kin ngh ...................................................................30

5.1 Kt lun ..................................................................................................30

5.2 Hn ch v xut nghin cu tip theo ................................................31

TI LIU THAM KHO ..............................................................................32

Ph lc bng cu hi .........................................................................................33

Ph lc bng kt qu phn tch SPSS ................................................................36



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LI CM N

u tin con xin cm n cha m - ngi nui dng, gio dc con trthnh nhng con ngi c ch trong x hi ngy nay! Cm n nhng ngi thnlun ng hnh, quan tm, gip ti trong sut qung thi gian qua!

hon thnh chuyn ny, bn cnh nhng c gng v n lc ca bnthn, em xin chn thnh cm n Ban lnh o Trng H Ty , tt c QuThy (C) Khoa Kinh t - Qun tr kinh doanh trang b cho em vn kin thcqu bu, ng h, ng vin chng ti trong sut bn nm hc tp ti trng.

Cm n GVHD C V Hng Phng khng qun cng vic bn rn,tn tnh ch dy, nhc nh, ng vin em trong sut thi gian em thc hin ti.

Cui cng, ti cng xin gi li cm n n tt c bn b, c bit l ccbn lp HQTKD-K1 nhng ngi cng ngi chung lp vi ti trn gh nhtrng trong sut bn nm hc va qua. Cc bn ng h, gip em trongqu trnh hc tp, ng gp kin qu bo gip ti hon chnh hn chuyn ny. Mt ln na xin cm n tt c nhng ngi gip ti xin chc mi ngilun vui, khe, hnh phc v thnh cng trong mi lnh vc ca cuc sng!

Sinh vin

Phm Th Thy i



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CHNG 1: TNG QUAN

1.1. C s hnh thnh tiXu th pht trin hi nhp su rng sau khi Vit Nam gia nhp T chc

thng mi th gii WTO cui nm 2007, nh du mt bc ngoc mi choc nn kinh t, cho tt c cc lnh vc kinh doanh ti Vit Nam, trong vinthng khng ngoi vng xoy xu th hi nhp .

Trong bi cnh th trng thng tin di ng cc nc cnh tranh mnh mdo m ca th trng v gim mnh cc u th ca v th c quyn, th trngthng tin di ng Vit Nam ang trong giai oan cnh tranh gay gt ca nhiu

nh cung cp nh MobiFone, VnaPhone, Viettel, EVN Telecom, VietnamMobile, Beeline, Sfone. c bit l ba nh cung cp ln l MobiFone, VnaPhonev Viettel vi nhiu chin lc cnh nh cc chin lc v gi cc, qung cokhuyn mi, gim gi, cht lng dch v c bn, dch v gia tng,v cc dch vchm sc khch hng to cho khch hng c thm nhiu s la chn, ln sngthu bao di chuyn t mng ny sang mng khc ngy cng ph bin v n dntr thnh xu hng. T l thu bao ngng hot ng so vi tng thu bao trnmng hin chim t l kh ln hu ht cc mng. Tnh trng ny cho thy

khch hng hin nay khng cn trung thnh vi nh cung cp nh trong thi kth trng c quyn trc nm 2003.

Ngoi ra mc khuyn mi ca nh mng khng c sc ht i vi cckhch hng s dng di ng. Ln sng dng sim thay th co bng pht tr likhin cc mng di ng i mt vi tnh trng thu bao o c lc ln ti 90%

ng thi, theo thng t s 22/2009/TT-BTTT ca B Thng tin vTruyn thng, quy nh mi c nhn ch c ng k ti a 3 sim di ng trtrc/mng. Cng vi s pht trin ca khoa hc cng ngh nh hin nay, cc

dng in thoi hai sim hai sng ra i c v khng ngng ci tin nn khchhng c th cng lc s dng dch v ca nhiu nh mng.

Lng trung thnh ca khch hng i vi thng hiu ng vai tr quantrng cho s thnh cng ca thng hiu. Nghin cu trong ngnh tip th chothy cc cng ty thng c o tng l lun tm cch i timg th trng minhng li qun nui dng th trng hin c. Trong khi li nhun em licho thng hiu ca th trng hin c cao hn rt nhiu so vi th trng mi.



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Trong tng lai, khi s thu bao ngy cng tin n im bo ho v gicc khng cn l li th i vi ring doanh nghip no th vic tm kim v tokhch hng mi s rt kh khn, i hi nhiu chi ph dnh cho qung co,

khuyn mi. Do vy, nhng khch hng rut, trung thnh s khng ch l vn sng cn m ng thi cng s l li th cnh tranh ca tng nh cung cpdch vu di ng.

V th, vic gi chn khch hng, lm cho khch hng tr nn trungthnh hn mang tnh cp thit ca cc nh cung cp dch v thng tin di ng tiVit Nam ang trong giai on pht trin mnh nh hin nay. T dn n ti Nghin cu mc trung thnh ca khch hng i vi mng di ng

MobiFone ti Qun Ninh Kiu Thnh ph Cn Th

1.2. Mc tiu nghin cu

- nh gi mc trung thnh ca khch hng i vi mng di ng

MobiFone ti Cn Th.

- Phn tch cc yu t nh hng lng trung thnh ca khch hng i vi

mng di ng MobiFone .

- Xu hng la chn cc nh cung cp ca khch hng trong nm

2010.

- S khc bit trong xu hng la chn mng in thoi theo tui tc.

1.3. Phng php nghin cu

1.3.1. Phng php phn tch

Phng php phn tch kim nh bng kim nh gi thuyt da vo ktqu chy m hnh hi quy SPSS, phn tch nhn t, phn tch Cross tabulation,

phn tch tn s, ANOVA phn tch s liu thu thp c.

1.3.2. Phng php thu thp s liu:S liu s cp c thu thp thng qua hnh thc phng vn trc tip

ngi dn Qun Ninh Kiu thnh ph Cn Th.

S liu th cp cthu thp t cc trang web,cc bi bo.

1.4. i tng - phm vi nghin cu

i tng nghin cu lngi dn qun Ninh Kiu thnh ph Cn Tht 17 65 tui c s dng MobiFone.

1.5. ngha ti



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Kt qu nghin cu ca ti s cung cp thng tin cho MobiFone CnTh v mc trung thnh v cc yu t tc ng n lng trung thnh cakhch hng ti Cn Th hoch nh v thc hin hiu qu hn cc hot ng

tip th, chm sc khch hng nhm gi chn khch hng tt hn.1.6. B cc, ni dung nghin cu

Nghin cu gm 5 chng nh sau:

Chng 1: Tng quan

Ni dung chng ny bao gm cc vn : C s hnh thnh ti, mctiu nghin cu, phng php nghin cu, i tng - phm vi nghin cu, ngha nghin cu v b cc ni dung nghin cu.

Chng 2: Tng quan v mng di ng Mobifone

Chng 2 trnh by tng quan v Mobifone: lch s pht trin, thnh qut c,c cu t chc, cc gi dch v ca MobiFone v gii thiu s lc vMobiFone Cn Th.

Chng 3: C s l lun v thit k nghin cu

Chng ny tp trung cc vn : vn nghin cu; m hnh nghin cugm c: cc khi nim c dng trong nghin cu, cc gi thuyt cn kim

nh ca nghin cu; ni dung nghin cu; phng php nghin cu; i tngnghin cu v phng php chon mu, c mu; thang o v cc phng php

phn tch d liu; phng php thu thp d liu; quy trnh - tin thc hinca ti.

Chng 4: Mc trung thnh ca khch hng i vi mng ding Mobifone ti Cn Th

Thng qua chng ny, cc thng tin v mu, mc trung thnh ca

khch hng i vi mng di ng MobiFone ti Cn Th, cc yu t nh hnglng trung thnh ca khch hng, xu hng la chn cc nh cung cp cakhch hng trong nm 2010 v s khc bit trong s la chn mng di ng theotui tc ca ngi dn thnh ph Cn Th s c phn tch.

Chng 5: Kt lun v kin ngh

Cc kt qu chnh ca nghin cu, cc kin ngh, hn ch hn ch v xut nghin cu.



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CHNG 2: GII THIU V MNG DI NG MOBIFONE

2.1. Lch s pht trin

Cng ty Thng tin di ng Vit Nam (Vietnam Mobile Telecom ServicesCompany - VMS), tr s cng ty ti Trung Ha Nhn Chnh, Cu Giy, H Ni,l doanh nghipnh nc hng mt trc thuc Tp on Bu chnh Vin thngVit nam (VNPT). c thnh lp vo ngy 16 thng 4 nm 1993, VMS ldoanh nghip u tin khai thc dch v thng tin di ng GSM 900/1800 vithng hiu MobiFone, nh du cho s khi u ca ngnh thng tin di ngVit Nam.

Lnh vc hot ng chnh ca MobiFone l t chc thit k xy dng, phttrin mng li v trin khai cung cp dch v mi v thng tin di ng c cngngh, k thut tin tin hin i v kinh doanh dch v thng tin di ng cngngh GSM 900/1800 trn ton quc.

1993: Thnh lp Cng ty Thng tin di ng. Gim c cng ty l ng inhVn Phc.

1994: Thnh lp Trung tm Thng tin di ng Khu vc I & II

1995: Ngy 19 thng 5 nm 1995, Cng ty Thng tin di ng k Hp

ng hp tc kinh doanh (BCC) c hiu lc trong vng 10 nm vi Tp onKinnevik/Comvik (Thy in). y l mt trong nhng hp ng hp tc kinhdoanh c hiu qu nht ti Vit Nam. Thng qua hp ng hp tc kinh doanhBCC, MobiFone tranh th c cc ngun lc quan trng xy dng, vnhnh mng li v cung cp dch v thng tin di ng u tin ti Vit Nam, l: vn, cng ngh, kinh nghim qun l, kinh doanh, o to ngun nhn lc.

2005: Cng ty Thng tin di ng k thanh l Hp ng hp tc kinh doanh(BCC) vi Tp on Kinnevik/Comvik. Nh nc v B Bu chnh Vin thng

(nay l B Thng tin v Truyn thng) c quyt nh chnh thc v vic c phnho Cng ty Thng tin di ng.

2006: Thnh lp Trung tm thng tin di ng Khu vc IV

Tnh ti cui nm 2007 MobiFone s hu hn 11 triu thu bao, hn2.500 trm pht sng v 4.200 ca hng, i l cng h thng 20.000 im bn ltrn ton quc. MobiFone hin ang cung cp trn 40 dch v gi tr gia tng vtin ch cc loi. Doanh thu nm 2008 t trn 1 t USD. Cc u s ca

http://vi.wikipedia.org/wiki/Trung_H%C3%B2a_Nh%C3%A2n_Ch%C3%ADnhhttp://vi.wikipedia.org/wiki/C%E1%BA%A7u_Gi%E1%BA%A5yhttp://vi.wikipedia.org/wiki/H%C3%A0_N%E1%BB%99ihttp://vi.wikipedia.org/wiki/Doanh_nghi%E1%BB%87phttp://vi.wikipedia.org/wiki/Nh%C3%A0_n%C6%B0%E1%BB%9Bchttp://vi.wikipedia.org/wiki/T%E1%BA%ADp_%C4%91o%C3%A0n_B%C6%B0u_ch%C3%ADnh_Vi%E1%BB%85n_th%C3%B4ng_Vi%E1%BB%87t_namhttp://vi.wikipedia.org/wiki/T%E1%BA%ADp_%C4%91o%C3%A0n_B%C6%B0u_ch%C3%ADnh_Vi%E1%BB%85n_th%C3%B4ng_Vi%E1%BB%87t_namhttp://vi.wikipedia.org/wiki/16_th%C3%A1ng_4http://vi.wikipedia.org/wiki/1993http://vi.wikipedia.org/wiki/GSMhttp://vi.wikipedia.org/wiki/1995http://vi.wikipedia.org/wiki/19_th%C3%A1ng_5http://vi.wikipedia.org/wiki/1995http://vi.wikipedia.org/wiki/USDhttp://vi.wikipedia.org/wiki/Trung_H%C3%B2a_Nh%C3%A2n_Ch%C3%ADnhhttp://vi.wikipedia.org/wiki/C%E1%BA%A7u_Gi%E1%BA%A5yhttp://vi.wikipedia.org/wiki/H%C3%A0_N%E1%BB%99ihttp://vi.wikipedia.org/wiki/Doanh_nghi%E1%BB%87phttp://vi.wikipedia.org/wiki/Nh%C3%A0_n%C6%B0%E1%BB%9Bchttp://vi.wikipedia.org/wiki/T%E1%BA%ADp_%C4%91o%C3%A0n_B%C6%B0u_ch%C3%ADnh_Vi%E1%BB%85n_th%C3%B4ng_Vi%E1%BB%87t_namhttp://vi.wikipedia.org/wiki/T%E1%BA%ADp_%C4%91o%C3%A0n_B%C6%B0u_ch%C3%ADnh_Vi%E1%BB%85n_th%C3%B4ng_Vi%E1%BB%87t_namhttp://vi.wikipedia.org/wiki/16_th%C3%A1ng_4http://vi.wikipedia.org/wiki/1993http://vi.wikipedia.org/wiki/GSMhttp://vi.wikipedia.org/wiki/1995http://vi.wikipedia.org/wiki/19_th%C3%A1ng_5http://vi.wikipedia.org/wiki/1995http://vi.wikipedia.org/wiki/USD


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MobiFone bao gm 090, 093, 0121, 0122, 0126, 0128 trong 0128 l di s 11s mi c cp .

2008: Thnh lp Trung tm thng tin di ng Khu vc V. K nim 15 nm

thnh lp Cng ty thng tin di ng.Thnh lp Trung tm Dch v Gi tr Giatng.

2.2. Thnh qu t c sau 17 nm hot ng:

Tnh n thng 04/2008, MobiFone ang chim lnh v tr s 1 v th phnthu bao di ng ti Vit Nam. Cui nm 2008, MobiFone tuyn b t con s30 triu thu bao theo cch tnh ca B TT&TT v t doanh thu nm 2008khong 17 nghn t.

Hnh 2.1: Tng trng thu bao qua cc nm 1993-2010

(Ngun mobifone.com.vn)

Hin nay, MobiFone cng vi Vinaphone v Viettel l 3 nh cung cpdch v chim th phn chnh (tng hn 90%) trong th phn thng tin di ng tiVit Nam. Tnh n cui nm 2008, Mobifone l mng di ng ln nht Vit

Nam, chim 41% th trng thng tin di ng, (vt Viettel Mobile vi 34%,Vinaphone vi 20% v S-Fone vi 3%)

http://vi.wikipedia.org/wiki/Mobifonehttp://vi.wikipedia.org/wiki/Viettel_Mobilehttp://vi.wikipedia.org/wiki/Vinaphonehttp://vi.wikipedia.org/wiki/S-Fonehttp://vi.wikipedia.org/wiki/Mobifonehttp://vi.wikipedia.org/wiki/Viettel_Mobilehttp://vi.wikipedia.org/wiki/Vinaphonehttp://vi.wikipedia.org/wiki/S-Fone


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Hnh 2.2: Biu phn chia th phn (Tnh n qu I/2009)

(Ngun mobifone.com.vn)

Ngy 2/4/2009, Mobifone l mt trong 4 mng di ng c B Thng tinv Truyn thng cng b trng tuyn giy php 3G theo tiu chun IMT-2000trong bng tn s 1900-2200 MHz (gm Mobifone, Viettel, Vinaphone, lin danhEVN Telecom v Hanoi Telecom).

MobiFone l nh cung cp mng thng tin di ng u tin v duy nht tiVit Nam (2005-2008) c khch hng yu mn, bnh chn cho gii thngmng thng tin di ng tt nht trong nm ti L trao gii Vietnam MobileAwards do tp ch Echip Mobile t chc v Thng hiu mnh Vit Nam 2005do Thi bo Kinh t Vit Nam t chc. c bit trong nm 2009, MobiFone vinhd nhn gii thng Mng di ng xut sc nht nm 2008 do B thng tin vTruyn thng Vit nam trao tng:

CC GII THNG CA MOBIFONE T NM 2005 N NAY

Cc gii thng nm 2008- Danh hiu Doanh nghip ICT xut sc nht nm 2008 do c gi Tp

ch PC World bnh chn

- Danh hiu Doanh nghip cung cp dch v cht lng nht nm 2008 doc gi Bo Si gn thip th bnh chn

- Danh hiu Mng di ng c a chung nht nm 2008, Mng ding chm sc khch hng tt nht nm 2008 do bo in t VietnamNet

v tp ch EchipMobile t chc bnh chn

http://vi.wikipedia.org/wiki/Viettelhttp://vi.wikipedia.org/wiki/Vinaphonehttp://vi.wikipedia.org/wiki/EVN_Telecomhttp://vi.wikipedia.org/w/index.php?title=Hanoi_Telecom)&action=edit&redlink=1http://vi.wikipedia.org/wiki/Viettelhttp://vi.wikipedia.org/wiki/Vinaphonehttp://vi.wikipedia.org/wiki/EVN_Telecomhttp://vi.wikipedia.org/w/index.php?title=Hanoi_Telecom)&action=edit&redlink=1


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- Danh hiu Doanh nghip di ng xut sc nht do B Thng tin Truynthng trao tng ti L trao gii Vietnam ICT Awards 2008

- Danh hiu Doanh nghip di ng chm sc khch hng tt nht nm

2008 do B Thng tin Truyn thng trao tng ti L trao gii VietnamICT Awards 2008.

Cc gii thng nm 2007

- Gii thng Mng in thoi c a chung nht nm 2007 do cgi E - Chip Mobile VietNam Mobile Awards bnh chn

- Xp hng Top 20 trong 200 doanh nghip ln nht Vit Nam do t chcUNDP bnh chn nm 2007.

- Top 10 Thng hiu mnh nm 2006-2007 do Thi bo kinh t Vitnam bnh chn

Cc gii thng nm 2006

- Gii thng Mng in thoi c a chung nht nm 2006, Mngin thoi chm sc khch hng tt nht nm 2006 do c gi E - ChipMobile bnh chn trong H thng gii VietNam Mobile Awards

- Danh hiu Thng hiu ni ting nm 2006 do VCCI t chc bnh

chn.

- Xp hng 1 trong 10 Top 10 Thng hiu mnh v c tim nng ca nnkinh t Vit nam nm 2006 do bo Le Courierr du Vietnam bnh chn vgii thiu trong Hi ngh thng nh APEC 2006

Cc gii thng nm 2005

- Gii thng Nh cung cp mng in thoi di ng tt nht nm 2005do c gi E - Chip Mobile bnh chn.

- Danh hiu Thng hiu ni ting nm 2005 do Thi bo Kinh t bnhchn

2.3. C cu t chc

Hin nay, Cng ty Thng tin di ng c 5 Trung tm Thng tin di ngtrc thuc, mt Trung tm Dch v Gi tr gia tng (VAS) v mt X nghip thitk.

Tr s chnh ca Vn phng Cng ty t ti H Ni s 216 ng Trn

Duy Hng, Qun Cu Giy, Thnh ph H Ni.



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a ch cc trung tm chnh:

Trung tm Thng tin di ng khu vcI c tr s chnh ti H Ni, chutrch nhim kinh doanh v khai thc mng thng tin di ng khu vc min Bc

(cc tnh pha Bc n H Tnh). a ch: S 811A ng Gii Phng, QunHong Mai, Thnh ph H Ni.

Trung tm Thng tin di ng khu vcII c tr s chnh ti TP. H ChMinh, chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vcmin Nam (t tnh Ninh Thun n cc tnh min ng Nam B v TP H ChMinh). a ch: MM18 ng Trng Sn, Phng 14, Qun 10, Thnh ph HCh Minh.

Trung tm Thng tin di ng khu vcIII c tr s chnh ti Nng,chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vc minTrung v Cao Nguyn (t tnh Qung Bnh n tnh Khnh Ho v tnh c Lc.a ch: S 263 ng Nguyn Vn Linh, Thnh ph Nng.

Trung tm Thng tin di ng khu vcIV c tr s chnh ti Cn Th,chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vc 10 tnhmin Ty Nam B. a ch: S 06, i l Ha Bnh, phng An C, Qun NinhKiu, Thnh ph Cn Th.

Trung tm Thng tin di ng khu vcV c tr s chnh ti Hi Phng,chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vc ti 14tnh, thnh ph pha Bc. a ch: S 8 l 28 ng L Hng Phong, Thnh phHi Phng.

Trung tm Dch v Gi tr gia tng c thnh lp ngy 06/10/2008 ctr s chnh ti Thnh ph H ni, c chc nng pht trin, qun l, khai thc vkinh doanh cc dch v gi tr gia tng trn mng thng tin di ng (bao gm

dch v SMS, dch v trn nn SMS, trn nn GPRS, 3G v dch v chuyn vngquc gia, quc t).

X nghip thit k thnh lp ngy 21 thng 1 nm 1997 c tr s ti HNi vi nhim v t vn, kho st, thit k xy dng cc cng trnh thng tin ding.

Gim c hin ti ca MobiFone l ng L Ngc Minh. ng L NgcMinh l gim c th hai thay th cho gim c u tin l ng inh Vn Phcngh hu nm 2005.



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2.4. Cc gi dch v:

MobiFone hin cung cp cc gi dch v sau: MobiGold

MobiGold t do kt ni, ti u hiu qu. Vi cht lng cuc gi honho, vng ph sng rng v cc dch v gi tr gia tng tin ch ca MobiGold

bn c th hon ton yn tm v t do tn hng cuc sng ngay trong nhnghon cnh kinh doanh bn rn

MobiGold c 3 gi cc : M-Business dnh cho ngi kinh doanh,

M-Friends dnh cho bn b, M-Home dnh cho gia nh. C th nh sau: M- Business

Khch hng l doanh nghip/t chc x hi ng k thanh ton quaKho bc, thanh ton bng y nhim thu qua ngn hng s dng dchv thng tin di ng tr sau (MobiGold).

Khch hng l doanh nghip/t chc x hi c t 5 thu bao tr sau(MobiGold) tr ln. Cc thu bao ny c cng tn n v.

Cc thu bao ny ang hot ng (khng b kha 2 chiu). M- Friends

Khch hng s dng dch v tr sau (MobiGold) ng k thnh nhm.Mi nhm c ti thiu 2 thnh vin v ti a khng qu 5 thnh vin. Cc thnhvin trong nhm do khch hng t la chn v ng k.

M-home

Cc khch hng s dng dch v tr sau c nhng iu kin sau y:

S lng khch hng tham gia nhm ti thiu l 2 thu bao.

Cc khch hng c tn trn cng h khu. Hoc trng hp khchhng khng c tn trong h khu nhng c quan h hn nhn hochuyt thng (cha m, con ci) vi mt trong cc thnh vin trongnhm, khch hng phi c giy ng k kt hn hoc giy khai sinh.

Lu : thu bao ch c s dng mt trong nhng giy t nu trn thit lp hoc tham gia nhm.



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MobiCard

MobiCard l dch v in thoi di ng mi cho php bn ho mngMobiFone - mng thng tin di ng cht lng cao - mt cch d dng v nhanhchng. Vi MobiCard bn c th s dng tt c nhng tnh nng u vit ca dchv thng tin di ng. MobiCard - Cch nhanh nht c in thoi di ng

Nhng li ch khi s dng dch v MobiCard

Bn c th s dng dch v thng tin di ng ti 63/63 tnh, thnhph trn ton quc v lun gi c lin lc mi lc-mi ni

Khng cc ho mng

Khng cc thu bao thng Cc cuc gi s c t ng tr vo s tin bn c trong tikhon, bn khng phi bn tm n vic kim tra ho n hay ithanh ton cc hng thng.

Kim sot c s tin s dng in thoi di ng: bn ch ngs tin s dng cho in thoi di ng hng thng. Khng cn tnhtrng pht sinh cc ngoi mun.

Mobi4U

Bn lun c th gi i (nu s tin trong ti khon thc hin cucgi) v nhn cc cuc gi n. Khi bn gi i hoc nhn tin, cc cuc gi sc t ng tr t s tin bn np trong ti khon. Vo u mi ngy, hthng s t ng tr mt khon cc ngy trong ti khon ca bn. Khi s tintrong ti khon sp ht, h thng s t ng thng bo cho bn. Bn ch cn npthm tin vo ti khon bng th co Mobi4U. V nh vy bn s lun gi clin lc v hng cc tnh nng ca Mobi4U.

Khi s tin trong ti khon ht, bn c thm 1 ngy nhn cuc gi trckhi ti khon v s my Mobi4U ca bn b kho. Trong thi gian ny, bn vncn c th nhn cc cuc gi n. Hy gi s 900 np tin vo ti khon vgi 18001090 c gip . Khi np thm tin vo ti khon, bn li c th sdng tt c cc tnh nng ca Mobi4U.

Mobi365

Mobi365 l gi cc vi nhiu u i nhm phc v i tng khchhng c thu nhp thp nh nng dn, ngi lao ng cc tnh thnh...



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Mobi365 l gi cc tr trc c mc cc ph siu r v khch hngca Mobi365 khng phi tr cc ha mng, cc thu bao, c ngay 365 ngy sdng khi kch hot.Khch hng ca Mobi365 khng phi tr cc ha mng, ph

thu bao thng.ng L Ngc Minh, Gim c ca MobiFone cho bit: Gi cc

Mobi365 s l mt bc t ph nhm vo th trng ngi tiu dng c thunhp thp ti thnh ph v th trng nng thn ca MobiFone. N s mang ncho khch hng nhng th trng ny thm mt cng c lao ng hu ch vimt mc chi ph hp l. Chng ti k vng rng ch ring gi cc Mobi365 smang li cho MobiFone thm 1,2 -1,5 triu thu bao t gi n cui nm 2008.

MobiZone

MobiZone l gi cc di ng ni vng, l loi hnh thng tin di ng trtin trc cho php thu bao thc hin cuc gi vi mc cc u i trong mtkhu vc a l do ch thu bao la chn (trong zone). Khch hng khi trongzone v thc hin cc cuc gi i trong nc s c hng mc cc u itheo quy nh ca gi cc. Khi khch hng ra khi vng la chn v thc hincc cuc gi i trong nc th s b tnh cc ngoi zone theo quy nh ca gicc.

MobiQGi cc mi l loi hnh dch v thng tin di ng tr tin trc. Khng

tnh cc thu bao v cc ho mng. c thit k nhm p ng nhu cu canhm khch hng mc tiu c nhu cu s dng SMS cao v nhu cu duy tr linlc trong thi gian di.

Q-Student (dnh cho Sinh vin)

Gi cc Q-Student l loi hnh dch v thng tin di ng tr tin trc,khng cc ha mng v cc thu bao ngy, khch hng c th duy tr lin lctrong thi gian di v c hng nhng u i v gi cc cha tng c.

Khch hng mc tiu ca Q-Student l sinh vin ang theo hc h chnhqui ti cc trng i hc, cao ng, trung cp (bao gm c trng trung cp dyngh) trn ton quc.

Q-Teen (dnh cho Teen t 15 - 18 tui)

Q-Teen l gi cc di ng u tin dnh cho khch hng tui teen. L loi hnhdch v thng tin di ng tr tin trc, khng cc ha mng v cc thu bao

ngy, khch hng c th duy tr lin lc trong thi gian di v c hng nhng



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u i v gi cc cha tng c. Q-Teen phc v cho nhm khch hng mctiul thanh, thiu nin sng ti Vit Nam trong tui t 15 n 18 tu.

2.4. MobiFone Cn Th:

Trung tm Thng tin di ng khu vc IV c tr s chnh ti Cn Th, chutrch nhim kinh doanh v khai thc mng thng tin di ng khu vc 10 tnhmin Ty Nam B. a ch: S 06, i l Ha Bnh, phng An C, Qun NinhKiu, Thnh ph Cn Th.

H thng cc a dim giao dch ca MobiFone ti Cn Th

Ca hng Cn Th, a ch: 51F, Nguyn Tri, TP.Cn Th

Showroom Cn Th, a ch: 1B11, ng 30/4, TP.Cn Th

Cty TNHH Cng Thnh, a ch: 132K/5 Nguyn Vn C ( ni di ),P.An Khnh, Q.Ninh Kiu

Cty CPCN Vin Thng Ton Cu, a ch: F1-F2 Mu Thn, P.XunKhnh, Q.Ninh Kiu

Bu in Thnh Ph Cn Th, a ch: S 02 Ha Bnh Q.Ninh KiuTP.Cn Th

Cty TNHH Vin Thng Minh Long, a ch: 113 A CMT8, P. An Thi, Q.Bnh Thy, TP Cn Th

Ca hng Tht Nt, 2787 QL91, a ch: p Phng Thnh 1, Q.Tht Nt

CH TD Duy Phng, a ch: p Thi Thun, TT. C , H. C

CH TD Thanh Ngn, a ch: 953/6 ng 26/3, p Rch Cha, Q. Mn

DNTN TMDV Thng, a ch: Kios s 08, ng 26/3, P. Chu VnLim, Q. Mn

Ca hng TD Anh Dng, a ch: p Thi Thun A TT.Thi Lai H.C Cn Th

DNTN TM-DV Thin Bo, a ch: 299 Nhn Lc 1 TT.Phong in H.C Cn Th

Cty C Phn Gentraco, a ch: 121 Nguyn Thi Hc, TT.Tht Nt,

H.Tht Nt



17/45


CHNG 3: C S L LUN V THIT K NGHIN CU

3.1. Vn nghin cu

ti tp trung nghin cu cc vn sau:

- Mc trung thnh ca khch hng i vi MobiFone ti Q.Ninh Kiu TP.Cn Th.

- Cc yu t nh hng lng trung thnh ca khch hng i vi MobiFone.

- Xu hng la chn cc nh cung cp ca khch hng trong nm 2010.

- S khc bit trong xu hng la chn mng in thoi theo tui tc v nghnghip ca ngi dn Q.Ninh Kiu TP. Cn Th.

3.2. M hnh nghin cu

ti s dng m hnh nghin cu m t kt hp vi nghin cu nhnqu nhm a ra kt lun chnh xc.

M hnh hi quy: mdtt gioitinh nghenghiep tuoi hinhthucsimhinhthucthuebao thoigiansudung

MDTT = F(gioitinh, nghenghiep, tuoi, hinhthucsim, hinhthucthuebao,

thoigiansudung )

Cc nhn t c a ra nghin cu trong m hnh:

- gioitinh: gii tnh ca khch hng (Bin gi vi gi tr 1 l n, 0 l nam)

- nghenghiep: ngh nghip ca khch hng

- tuoi: tui ca khch hng

- hinhthucsim: hnh thc sim (1 sim lin lc chnh, 0 sim khuyn mi)

- hinhthucthuebao: hnh thc thu bao (tr trc l 1, tr sau l 0)

- thoigiansudung: thi gian s dng ca ngi khch hng

- MDTT: mc trung thnh ca khch hng i vi MobiFone

M hnh phn tch nhn t:

Xi = Ai1F1 + Ai2F2 + Ai3F3 + + AimFm + ViUi

Vi: Xi: l bin c chun ha th i

Aij: l h s hi quy bi ca bin chun ha i trn nhn t chung j



18/45


F: l nhn t chung

Vi: h s hi quy ca bin chun ha i trn nhn t duy nht i

Ui : nhn t duy nht ca bin i

m: s nhn t chung

Mi nhn t duy nht th tng quan vi mi nhn t khc v vi cc nhnt chung. Cc nhn t chung c s kt hp tuyn tnh.

Fi = Wi1X1 + AWi2X2 + + WikXk

Fi: c lng nhn t th i

Wi: trng s (h s m nhn t)

k: s bin

3.3. Phng php nghin cu

Nghin cu s b bao gm nhng thng tin th cp, c ly t bo, tpch, internet Nghin cu ny dng pht hin, iu chnh v b sung bins thang o. Nhm tm ra cc bin nhn t mi hon thin cho mu cu hi

phng vn

Nghin cu chnh thc c thc hin bng phng php nghin cu

nh lng, dng k thut thu thp thng tin trc tip bng phng vn ti QunNinh Kiu i tng nghin cu thng qua bng cu hi chi tit. Mu c chntheo phng php ngu nhin thun tin vi kch thc n = 100. T hnhthnh tng th thang o mc trung thnh, gip thit k, xy dng chin lckinh doanh.

3.4. i tng nghin cu v phng php chn mu, c mu

Chn mu l tin trnh chn cc phn t t tng th nghin cu trnmu cng cc hiu bit v thuc tnh, c trng ca n c th gip tng qut ha

cc thuc tnh, c trng ny cho tng th.

C mu l s lng i tng c chn tin hnh thu thp thng tin.Do thi gian c hn v y l cuc nghin cu kho st nh mang tnh thm dmc trung thnh ca khch hng, c th l ngi dn Qun Ninh Kiu Thnh

ph Cn Th vi mng di ng MobiFone nn chn c mu n = 100

Mu nghin cu c ly theo phng php chn mu thun tin kt hpvi phng php ch mu kim tra t l (chn mu theo kt cu chn trc)



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m bo tnh khch quan ca nghin cu vi t l: 7:3 (vi 70% l thu bao trtrc : 30% l thu bao tr sau)

3.5. Thang o v phng php phn tch d liu

C 2 loi thang o c s dng ch yu trong nghin cu: Thang doDanh ngha v thang o LiKert

- Thang o Danh ngha l loi thang o nh tnh phn loi cc itng: Gii tnh, tuiMc ch ch yu l s dng cho phn tch s khc

bit trong xu hng hnh vi gia cc nhm nghin cu.

- Thang o LiKert: thuc nhm thang o theo t l phn cp, c biuhin bng cc s phn cp theo mc tng dn hay gim dn t Rt khng

ng n rt ng hay ngc li. Da vo cc cp trong thang o, pvin s cho bit kin nh gi ca mnh bng cch nh du cc phn cp thchhp. Trong nghin cu ny th thang o Likert c s dng nhiu nht nhmnh gi mc hi lng, mc trung thnh ca khch hng. Tuy nhin, thango ny c nhc im l p vin s tr li theo 5 mc nh sn, khng thhin c kin ring ca mnh.

3.6. Quy trnh - tin thc hin

Xc nh vn

Hiu chnh


Thit k nghin cu

Kt lun,Bo co

Phngvn th

X l, Phntch

Phng vn chnh thc

Nghin cus b

Thit lp bng cu hi


20/45


CHNG 4: MC TRUNG THNH CA KHCH HNG I VI

MNG DI NG MOBIFONE TI Q.NINH KIU TP CN TH

4.1. Thng tin mu

T l mu:

Nghin cu c tin hnh trn 96 mu kt qu thu c Trong 96 mut yu cu c 70% s mu l thu bao tr trc v 30% s mu l thu bao trsau. Vy t l mu t yu cu chn mu.

tr sau

30%

tr trc

70%

Hnh 4.1: Biu th hin c cu chn mu

Vy trong 96 mu c phng vn c p vin trong tui t 25 - 34chim nhiu nht l 35%, tip n l tui t 35 44 vi 22%, 17 24 l 17%,45 54 l 16%, sau cng l t 55 - 65 l 10%.

Tui:



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17%

35%22%

16%

10%

18 - 24 25 - 34 35 - 44 45 - 55 55 - 65

Hnh 4.2: Biu th hin c cu tui ca p vin

Gii tnh:

nam49

n51%

Hnh 4.3: Biu th hin c cu gii tnh ca p vin

Trong 96 mu dng phn tch c 49 mu thuc gii tnh n, chim t l51% trong tng s mu nghin cu, cn li l 47 mu thuc gii tnh nam, chimt l 49% trong tng s mu nghin cu.

Ngh nghip:



22/45


10.4

20

20.8

14

14.6

11

11.5

17

17.7

24

25

10

0 20 40 60 80 100 12

s lng

%

sinh vin kinh doanh, bun bn nhn vin vnn phcn nhn nhn vin bn hn T do

Hnh 4.4: Biu th hin c cu ngh nghip ca p vin

Kt qu phn tch cho thy c 10 mu l sinh vin, chim 10.4%; 20 muthuc kinh doanh bun bn, chim 20.8%; 14 mu l nhn vin vn phng,chim 14.6%; 11 mu cng nhn, chim 11.5%; 17 mu l nhn vin bn hng,chim 17.7% v cui cng c 24 mu thuc nhm t do, chim 25% trong tngs mu nghin cu.

Tng s mu nghin cu l 96 mu, nghin cu vn co ngh vmt thng k, c mu vn i din c cho ngi dn Qun ninhKiu Tp. Cn Th.

4.2. Mc trung thnh ca khch hng i vi mng di ng MobiFoneti Q. Ninh Kiu Tp. Cn Th.

Quyt nh chuyn mng ca khch hng Tnsut

Phn trm(%)

S khng chuyn 51 53.1

C nh chuyn 29 30.2

chuyn 16 16.7

Ngun: Kt qu phn tch d liu iu tra trn SPSS



23/45


chuyn17%

C nhchuyn30%

S khng

chuyn53%

Hnh 4.5: Biu th hin c cu quyt nh chuyn mng ca khch hng

M hnh hi quy bi (multi-regression) v mc trung thnhMDTT = F (gioitinh, nghenghiep, tuoi, hinhthucsim, hinhthucthuebao,thoigiansudung ) vi bin gi mdtt

1 trung thnh (s khng chuyn Q7)

mdtt =

0 khng trung thnh (khc Q7)

Bng 1: Cc h s tng quan (mc trung thnh)

Cc h s tng quan R R 2 R2 iu chnh Mc ngha

Gi tr 0.508a 0.258 0.208 0


Kt qu cho thy: cc bin s c im khch hng nh gii tnh, ngh

nghip, tui, hnh thc thu bao, hnh thc sim, thi gian s dng gii thch ch25.8% variance ca m hnh hi quy vi mc ngha 0%. Trong m hnh ny,nghin cu tm ra mi quan h ca cc nhn t, tuy nhin, mc nh hngca cc nhn t tn ti trong m hnh l cha cao (25.8%).

Bng 2: Nhn t tc ng mc trung thnh ca khch hng i viMobiFone

Nhn t H s b Gi tr t Mc ngha



24/45


Hng s 1.069 3.146 0.002

Gii tnh - 0.074 - 0.775 0.410

Ngh nghip - 0.021 - 0.768 0.440

Tui 0.016 0.400 0.690

Hnh thc sim - 0.043 - 3.700 0

Hnh thc thu bao - 0.044 - 0.405 0.686

Thi gian s dng 0.060 1.320 0.190


M hnh thc tin ca nhn t ny c thit lp nh sau:

Y = 1.069 0.074gioitinh 0.021nghenghiep + 0.016tuoi - 0.043hinhthucsim 0.044hinhtucthuebao + 0.060thoigiansudung

4.3. Cac yu t nh hng lng trung thnh ca khch hng i vi mngdi ng MobiFone

Nhm nhn t 1 2 3

% Sai s Variance tch ly 38.981% 56.981% 73.447%

Gi tr Eugen 2.729 1.260 1.155


Trn c s d liu SPSS cho thy c 3 nhm nguyn nhn chnh

nh hng n lng trung thnh ca khch hng c hnh thnh v cc nhmnguyn nhn ny gii thch ti 73.477% sai s variance, vt qu ngng chpnhn ca m hnh v chng t rng vic to lp cc nhm nguyn nhn mi lhon ton thch hp nhm nguyn nhn chnh nh hng n lng trung thnhca khch hng i vi mng di ng MobiFone ti Qun Ninh Kiu Tp. CnTh:

Nhm 1: nhm nguyn nhn t nh cung cp dch v gm ccnguyn nhn: Cht lng dch v ca MobiFone tt hn cc mng khc (X2).



25/45


Dch v chm sc khch hng ca MobiFone tt hn cc mng khc (X3).MobiFone c nhiu Dch v gia tng v d s dng hn cc mng khc (X5).

F1 = 0.389X2 + 0.454X3 + 0.412X5

Trong 3 nguyn nhn thuc nhm t nh cung cp dch v th nguynnhn dch v chm sc ca khch hng tc ng n mc trung thnh cakhch hng cao nht, k n l dch v gia tng v sau cng l cht lng dchv cu MobiFone.

Nhm 2: Nhm nguyn nhn kh khn t khch hng:trong nhm ny X1 (s b gin on lin lc do thay i s in thoi mi) tcng n lng trung thnh ca khch hng cao hn X7 (s tn thm chi ph ho

mng mi v thay SIM Card mi )F2 = 0.58X1 + 0.554X7

Nhm 3: Nhm nguyn nhn thun li t khch hng: Gi ccca MobiFone thp hn cc mng khc (X4), V ang c quan h thn thit vinh cung cp dch v (X6)

F3 = 0.597X4 + 0.59X6

Nguyn nhn ang c quan h thn thit vi nh cung cp dch v tc

ng n lng trung thnh ca khch hng cao hn nguyn nhn Gi cc caMobiFone

Phn tch cc c tnh ca khch hng tc ng n mc trungthnh ca khch hng

Quyt nh chuyn mng ca khch hng

Gii tnh S khng chuyn C nh chuyn chuyn

Nam 31.3% 14.6% 3.1%N 21.9% 15.6% 13.5%


Nhn chung nhm khch hng l nam trung thnh hn nhm khch hng ln.

C 31.3% khch hng l nam v 21.9% khch hng l n c quytnh khng chuyn sang mng khc.



26/45


C 14.6% khch hng l nam v 15.6% khch hng l n c nhchuyn sang mng khc.

C 3.1% khch hng l nam v 13.5% khch hng l n chuynsang mng khc.


Tui S khng chuyn C nh chuyn chuyn

17 24 7.3% 4.2% 5.2%

25 34 19.8% 10.4% 5.2%

35 44 11.5% 8.3% 2.1%

45 - 54 7.3% 4.2% 4.2%

55 - 65 7.3% 3.1% 0%


C 7.3% khch hng trong tui t 17 24, 19.8% khch hngtrong tui t 25 34, 11.5% khch hng trong tui t 35 44,

v 7.3% khch hng trong tui 45 54 v 55 - 65 c quyt nh skhng chuyn sang mng khc.

C 4.2% khch hng trong tui t 17 24, 10.4% khch hngtrong tui t 25 34, 8.3% khch hng trong tui t 35 44,4.2% khch hng trong tui 45 54 v 3.1% khch hng trong tui 55 65 c nh chuyn sang mng khc.

C 5.2% khch hng trong tui t 17 24 v 25 34, 2.1%khch hng trong tui t 35 44 v 4.2% khch hng trong tui

t 45 54 chuyn sang mng khc, khg c khch hng trong tui t 55 65 chuyn mng.


Ngh nghipS khngchuyn

C nhchuyn

chuyn

Sinh vin 4.2% 3.1% 3.1%

Kinh doanh bun bn 11.5% 4.2% 5.2%



27/45


Nhn vin vn phng 11.5% 3.1% 0%

Cng nhn 5.2% 6.3% 0%

Nhn vin bn hng 9.4% 3.1% 5.2%

T do 11.5% 10.4% 3.1%


C 4.2% khch hng l sinh vin, 11.5% khch hng l ngi kinhdoanh- bun bn, nhn vin phng v t do, 5.2% khch hng l cng

nhn, 9.4% khch hng l nhn vin bn hng c quyt nh khngchuyn sang mng khc.

C 3.1% khch hng l sinh vin, 4.2% khch hng l ngi kinhdoanh bun bn, 4, 4.2% khch hng trong tui 45 54 v 3.1%khch hng trong tui 55 65 c nh chuyn sang mng khc.

C 5.2% khch hng trong tui t 17 24 v 25 34, 2.1%khch hng trong tui t 35 44 v 4.2% khch hng trong tui

t 45 54 chuyn sang mng khc, khg c khch hng trong tui t 55 65 chuyn mng.

4.4. Xu hng la chn cc nh cung cp ca khch hng trong nm2010.



28/45


40.6 ,% 26 ,% 14.6 ,%

39 25 14 22

2.1 ,%

6

6.3 ,%

8

8.3 ,%

0 20 40 60 80 100 1

Tn sut

%

Beeline 8 8.3

Vietnam Mobil 6 6.3

EVN Telecom 2 2.1

SFone 2 2.1

VinaPhone 14 14.6

Viettel 25 26

Tn sut %

Ngun: Kt qu phn tch d liu iu tra trn SPSSThng tin t mu phn tch cho thy c 40.6% khch hng quyt nh

chn MobiFone, 26% khch hng chn Viettel, 14.6% khch hng chnVinaPhone, cn li 18.8% khch hng quyt nh chn cc mng Sfone, EVNTelecom v Beeline. Vy khch hng c xu hng chn 3 nh cung cp dch vdi ng ln l MobiFone , Viettel v VinaPhone nhiu hn cc nh cung cp mixut hin ti Vit Nam.



29/45


4.5. S khc bit trong xu hng la chon mng in thoi theo tui tc vngh nghip ca khch hng.

4.5.1 S khc bit trong xu hng la chon mng in thoi theo tuitc

17 - 24 25 - 34 35 - 44 45 - 54 55 - 65

Tr s trung bnh meancho nhm tui

3.00 2.18 3.00 2.13 2.51

Sai s chun ca mean(Std. Error of mean)

0.516 0.300 0.507 0.376 0.600

Max 7 7 7 6 7

Min 1 1 1 1 1


Sig.

Test of Homogeneity of Variances 0.209

Post Hoc Tests ANOVA 0.405


T kt qu phn tch ANOVA trn SPSS ta thy vi mc ngha 0.209c th ni phng sai v xu hng la chn mng in thoi ca 5 nhm tuikhng khc nhau c ngha. V vi mc ngha 0.405 (ln hn 0.05) cho kt

lun, xu hng la chn mng in thoi ca 5 nhm tui khng khc nhau mc ngha 5%



30/45


4.5.2. S khc bit trong xu hng la chon mng in thoi theongh nghip

Sinhvin

Kinhdoanh

bunbn

Nhnvinvn

phng

Cngnhn

Nhnvinbnhng

T do

Tr s trung bnh meancho nhm tui

2.70 2.45 1.50 2.73 2.18 3.21

Sai s chun ca mean

(Std. Error of mean)

0.667 0.426 0.203 0.675 0.386 0.454

Max 7 7 3 7 7 7

Min 1 1 1 1 1 1


Sig.

Test of Homogeneity of Variances 0.015

Post Hoc Tests ANOVA 0.164


T kt qu phn tch ANOVA trn SPSS ta thy vi mc ngha 0.015c th ni phng sai v xu hng la chn mng in thoi ca 6 nhm nghnghip khc nhau c ngha. V vi mc ngha 0.164 (ln hn 0.05) cho ktlun, xu hng la chn mng in thoi ca 6 nhm ngh nghip khng khcnhau mc ngha 5%



31/45


CHNG 5: KT LUN KIN NGH

5.1. Kt lun Bin ngh nghip, bin hnh thc thu bao v bin thi gian s

dng di 6 thng v t 1 n di 2 khng nh hng n mc trung thnhc khch hng i vi MobiFone

C 3 nhm nguyn nhn chnh nh hng lng trung thnh cakhch hng i vi mng di ng MobiFone ti Cn Th:

Nhm 1: nhm nguyn nhn t nh cung cp dch v gm

cc nguyn nhn: Cht lng dch v ca MobiFone tt hn cc mngkhc (X2). Dch v chm sc khch hng ca MobiFone tt hn ccmng khc (X3). MobiFone c nhiu Dch v gia tng v d s dnghn cc mng khc (X5).

F1 = 0.389X2 + 0.454X3 + 0.412X5

Nhm 2: Nhm nguyn nhn kh khn t khch hng:trong nhm ny X1 (s b gin on lin lc do thay i s in thoimi) tc ng n lng trung thnh ca khch hng cao hn X7 (s tnthm chi ph ho mng mi v thay SIM Card mi )

F2 = 0.58X1 + 0.554X7

Nhm 3: Nhm nguyn nhn thun li t khch hng: Gicc ca MobiFone thp hn cc mng khc (X4), V ang c quan hthn thit vi nh cung cp dch v (X6)

F3 = 0.597X4 + 0.59X6

Nhm khch hng l nam trung thnh hn nhm khch hng l n. Khch hang l ngi kinh doanh bun bn v nhn vin vn phng

th trung thnh hn cc nhm khch hng khc.

Nhm khch hng trong tui t 55 65 trung thnh nht, kn l 35 44.

Khng c s khc bit trong xu hng la chn mng in thoigia cc nhm tui v ngh nghip.



32/45


5.2. Hn ch v xut nghin cu tip theo

Bn cnh nhng t c ti vn cn mt s hn ch sau:

ti ch c thc hin vi 96 mu ti Qun Ninh Kiu Thnh phCn Th nn kt qu nghin cu cha i din ht cho ngi dn ton thnh

ph Cn Th.

Do phm vi nghin cu cha su, nghin cu ch mang tnh thm dnn cha th cung cp y thng tin t nghin cu.

Thi gian nghin cu tng i ngn; trnh , k nng ca ngi thc

hin cn hn ch dn n qu trnh nghin cu khng c u t ng mc nn ti cha c khch quan.

T nhng mt hn ch k trn, c nhng con s c th, chnh xc vmc trung thnh ca khch hng,cng nh MobiFone c nhng chin lc,chnh sch hp l hn, cn phi m mt cuc kho st, nghin cu th trng vi

phm vi rng hn c th khi qut c mc trung thnh ca khch hngi vi mng di ng MobiFone ti Qun Ninh Kiu Tp. Cn Th.



33/45


Ti liu tham kho

Trn Minh Hong Anh. 2009. Nghin cu nhu cu s dng mng di ng 3GViettel ca Sinh vin i hc Ty . Kha lun tt nghip C nhnkinh t. Khoa Kinh t - Qun tr kinh doanh trng, i hc Ty .

Lu Thanh c Hi. 2007. Nghin cu Marketing HCT - Lu hnh ni b.

Lu Thanh c Hi. 2008. Th hiu tiu dng sn phm Pepsi trn a bn thnhph Cn Th. cng mn hc Nghin cu Marketing. Khoa Kinh t -Qun tr kinh doanh trng, i hc Cn Th.

Trng Th Diu Hong.2009. Nghin cu s nhn bit v mc trung thnhvi thng hiu Nutifood ca ngi tiu dng qun Ninh Kiu thnh phCn Th. Kha lun tt nghip C nhn kinh t. Khoa Kinh t - Qun trkinh doanh trng, i hc Ang Giang.

Nguyn Tri Khim - on Hoi Nhn. 2008. Kinh t lng. HAG - Lu hnhni b.

Phm c K - Bi Nguyn Hng. 2007. Nghin cu m hnh s trung thnhca khch hng trong lnh vc thng tin di ng ti Vit Nam. Tp chBu chnh vin thng v Cng ngh thng tin.

on Hoi Nhn. Tin hc ng dng. HAG - Lu hnh ni b.

Th Ngc Tuyn. 2009. o lng mc hi lng ca khch hng vi chtlng dch v ca Ngn hng Thng mi c phn Si Gn chi nhnhAng Giang. Kha lun tt nghip C nhn kinh t. Khoa Kinh t - Quntr kinh doanh trng, i hc Ang Giang.

Website www.mobifone.com.vn

www.google.com.vn

http://www.mobifone.com.vn/http://www.google.com.vn/http://www.mobifone.com.vn/http://www.google.com.vn/


34/45


Ph lc

BNG CU HI

NGHIN CU MC TRUNG THNH CA KHCH HNGI VI MNG DI NG MOBIFONE TI THNH PH CN TH

THNG TIN P VIN

Ngy PV: .......................................................................................

Tn p vin:.................................................................................

Gii tnh:...........................Ngh nghip ........................................

a ch:...........................................................................................ST: ..a ch mail:........................................

I. Phn gii thiu:

Xin cho Qu khch, ti tn lPhm Th Thy ihin ang l sinh vinca Khoa Kinh t QTKD Trng H Ty . Ti ang thc hin chuyn ttnghip vi Nghin cu mc trung thanh cua khach hang i vi mng di

ng MobiFone ti Cn Th. Xin Qu khch vui lng dnh 15 pht gip tihon thnh chuyn ny bng cch tr li mt s cu hi di y. Ti rthoan nghnh v chn thnh cm n s gip ca Qu khch. Ti cam oan ccthng tin v kin ca Qu khch s c gi b mt tuyt i.

II. Phn sn lc:

Q1. Qu khch c s dng mng di ng MobiFone khng? (bao gm vang s dng).

C 1 Tip tcKhng 2 Dng

Q2. Vui lng cho bit Qu khch bao nhiu tui?............................

Di 17 1 Dng18 24 2

Tip tc25 - 34 335 44 445 54 555 65 6

Trn 65 7 Dng



35/45


Q3. Qu khch hay ngi thn trong gia nh c lm vic trong cc ngnh nghsau y khng ?

Cng ty nghin cu th trng 1

DngBo ch/ i pht thanh hay truyn hnh 2

Cng ty vin thng 3

Mua bn,phn phi card in thoi di ng 4

Khc: 5 Tip tc

III. Phn ni dung:

Q4. Hin nay Qu khch ang s dng MobiFone l

S lin lc chnh 1

Sim khuyn mi 2

Q5. Qu khch hin ang s dng dch v di ng ca MobiFone theo hnh thc

Tr sau 1

Tr trc 2

Q6. Xin Qu khch vui lng cho bit Qu khch s dng dch v di ng caMobiFone n nay c bao lu? ( thi gian s dng nu chuyn mng)

Di 6 thng 1

6 thng n di 1 nm 2

1 nm n di 2 nm 3

Trn 2 nm 4

Q7. Hin nay th trng di ng xut hin nhiu nh cung cp dch v di ng.Khch hng gi y c nhiu s la chn. Vy Qu khch:

S khng chuyn sang mng khc 1

C nh chuyn t MobiFone sang mng khc 2

chuyn sang mng khc 3



36/45


Q8. Trong thi gian qua ti sao Qu khch khng chuyn t MobiFone sangmng di ng khc?

Rtkhngng

Khngng

Trunglp

ng

Rt

ng

1Nu chuyn sang mng khc s rtbt tin v gin on lin lc do thayi s in thoi mi

1 2 3 4 5

2Cht lng dch v ca MobiFonett hn cc mng khc

1 2 3 4 5

3 Dch v chm sc khch hng caMobiFone tt hn cc mng khc 1 2 3 4 5

4Gi cc ca MobiFone thp hncc mng khc

1 2 3 4 5

5MobiFone c nhiu Dch v gia tngv d s dng hn cc mng khc

1 2 3 4 5

6V ang c quan h thn thit vinh cung cp dch v ca mng di

ng hin nay.

1 2 3 4 5

7Nu chuyn sang mng mi, s tnthm chi ph ho mng mi v thaySIM Card mi

1 2 3 4 5

Q9. Gi s by gi c chn li mng di ng t u, Anh(ch) s quyt nhchn mng di ng no?

MobiFone 1

Viettel 2

VnaPhone 3

Sfone 4

EVN Telecom 5

Vietnam Mobile 6

Beeline 7



37/45


Ph lc

BNG KT QU PHN TCH SPSS

1. Bng 1: Chy m hnh hi quy:

Mod el Summaryb

.508a .258 .208 .446 .258 5.157 6 89 .000 1.609

M o

del1

R

R

Square

Adjusted

R

Square

Std. Error

of the

Estimate

R

Square

Change

F

C ha ng e d f1 d f2

Sig. F

Change

Change Statistics

Durbin-

Watson

Predictors: (Constant), thoi gian su dung, Tuoi, nghe nghiep, gioi t inh, hinh thuc thue basim

a.

Dependen t Var iable: mdttb.

Coeff icientsa

1.069 .340 3.146 .002 .394 1.744

-.0 74 .0 96 - .0 74 - .7 75 .4 41 -.2 64 .1 16 - .2 10 -.0 82 -.0 71 .9 08 1 .1 0

-.0 21 .0 27 - .0 73 - .7 68 .4 44 -.0 75 .0 33 - .0 47 -.0 81 -.0 70 .9 25 1 .0 8

.01 6 .039 .038 .4 00 .69 0 -.062 .093 .0 76 .042 .037 .9 14 1 .0 9

-.4 30 .1 16 - .3 96 -3 .7 0 .0 00 -.6 61 -.2 00 - .4 73 -.3 66 -.3 38 .7 30 1 .3 7

-.0 44 .1 08 - .0 40 - .4 05 .6 86 -.2 59 .1 71 - .2 09 -.0 43 -.0 37 .8 43 1 .1 9

.06 0 .045 .133 1.320 .19 0 -.030 .150 .3 03 .139 .121 .8 22 1 .2 2

(Constan

t)

gioi tinh

nghe

nghiep

Tuoi

hinh thuc

sim

hinh thuc

thue bao

thoi giansu dung

M ode l

1

BStd.Error

Unstandardiz

ed

Coefficients

Beta

Stan

dardi

ze d

Coef

ficie

nts

t Sig.Lower Bound

Upper Bound

95% Confidence

Interva l for B

Zero-order

Partia l Pa rt

Correlations

Toler a nce VIF

Coll inearity

Statistics

Depen dent Var iable: mdtta.



38/45


2. Bng 2: Phn tch nhn t:

Correlation Matrix

1.000 .354 .251 .276 .128 .086 .532

.354 1.000 .686 .344 .568 .148 .277

.251 .686 1.000 .058 .443 .150 .263

.276 .344 .058 1.000 .180 .379 .105

.128 .568 .443 .180 1.000 .244 .231

.086 .148 .150 .379 .244 1.000 -.005

.532 .277 .263 .105 .231 -.005 1.000

.000 .007 .003 .106 .203 .000

.000 .000 .000 .000 .075 .003

.007 .000 .288 .000 .072 .005

.003 .000 .288 .040 .000 .154

.106 .000 .000 .040 .008 .012

.203 .075 .072 .000 .008 .480

.000 .003 .005 .154 .012 .480

Q8.1

Q8.2

Q8.3

Q8.4

Q8.5

Q8.6

Q8.7

Q8.1

Q8.2

Q8.3

Q8.4Q8.5

Q8.6

Q8.7

Correlation

Sig.

(1-tailed)

Q8.1 Q8.2 Q8.3 Q8.4 Q8.5 Q8.6 Q8.7

KMO and Bartlett's Test

.605

187.019

21

.000

Kaiser-Meyer-Olkin Measure of Sampling

Adequacy.

Approx. Chi-Square

df

Sig.

Bartlett's Test of

Sphericity

Communalities

1.000 .790

1.000 .793

1.000 .753

1.000 .739

1.000 .648

1.000 .688

1.000 .732

Q8.1

Q8.2

Q8.3

Q8.4

Q8.5

Q8.6

Q8.7

Initial Extraction

Extraction Method: Principal Component Analysis.



39/45


Total Variance Explained

2.729 38.981 38.981 2.729 38.981 38.981 2.106 30.087 30.087

1.260 18.001 56.981 1.260 18.001 56.981 1.604 22.918 53.005

1.155 16.495 73.477 1.155 16.495 73.477 1.433 20.472 73.477

.664 9.492 82.969

.579 8.267 91.236

.400 5.707 96.944

.214 3.056 100.000

Comp

onent1

2

3

4

5

6

7

Total

% of

Variance

Cumul

ative % Total

% of

Variance

Cumul

ative % Total

% of

Variance

Cumul

ative %

Initial Eigenvalues

Extraction Sums of Squared

Loadings

Rotation Sums of Squared

Loadings


Component Matrixa

.593 -.389 .536

.849 .012 -.270

.729 -.109 -.457

.472 .501 .514

.684 .164 -.392

.364 .711 .225

.548 -.560 .342

Q8.1

Q8.2

Q8.3

Q8.4

Q8.5

Q8.6

Q8.7

1 2 3Component


3 components extracted.a.

Rotated Component Matrixa

.112 .864 .177

.830 .264 .188

.851 .165 -.044

.060 .241 .823

.783 .012 .187

.164 -.117 .805

.194 .830 -.070

Q8.1

Q8.2

Q8.3

Q8.4

Q8.5

Q8.6

Q8.7

1 2 3

Component


Rotation Method: Varimax with Kaiser Normalization.

Rotation converged in 5 iterations.a.

Component Transformation Matrix

.777 .510 .368

.032 -.616 .787

-.628 .600 .495

Component

1

2

3

1 2 3





40/45


Component Score Coefficient Matrix

-.132 .580 .067

.389 .013 .006

.454 -.048 -.166

-.133 .111 .597

.412 -.156 .027

-.001 -.162 .590

-.044 .554 -.129

Q8.1

Q8.2

Q8.3

Q8.4

Q8.5

Q8.6

Q8.7

1 2 3

Component



3. Bng 3:Quyt nh chuyn mng v gii tnh:

quyet dinh chuyen mang cua khach hang * gioi tinh Crosstabulation

30 21 51

25.0 26.0 51.0

58.8% 41.2% 100.0%

63.8% 42.9% 53.1%

31.3% 21.9% 53.1%

14 15 29

14.2 14.8 29.0

48.3% 51.7% 100.0%

29.8% 30.6% 30.2%

14.6% 15.6% 30.2%

3 13 16

7.8 8.2 16.0

18.8% 81.3% 100.0%

6.4% 26.5% 16.7%3.1% 13.5% 16.7%

47 49 96

47.0 49.0 96.0

49.0% 51.0% 100.0%

100.0% 100.0% 100.0%

49.0% 51.0% 100.0%

Count

Expected Count

% within quyet

dinh chuyen mang

cua khach hang

% within gioi tinh

% of Total

Count

Expected Count

% within quyet

dinh chuyen mang

cua khach hang

% within gioi tinh

% of Total

Count

Expected Count

% within quyet

dinh chuyen mang

cua khach hang

% within gioi tinh

% of Total

Count

Expected Count

% within quyet

dinh chuyen mang

cua khach hang

% within gioi tinh

% of Total

se khong chuyen

co y dinh chuyen

da chuyen

quyet dinh

chuyen mang

cua khach

hang

Total

nam nu

gioi tinh

Total



41/45


4. Bng 4: Quyt nh chuyn mng v tui:

quyet dinh chuyen mang cua khach hang * Tuoi Crosstabulation

7 19 11 7 7 51

8.5 18.1 11.2 8.0 5.3 51.0

13.7% 37.3% 21.6% 13.7% 13.7% 100.0%

43.8% 55.9% 52.4% 46.7% 70.0% 53.1%

7.3% 19.8% 11.5% 7.3% 7.3% 53.1%

4 10 8 4 3 29

4.8 10.3 6.3 4.5 3.0 29.0

13.8% 34.5% 27.6% 13.8% 10.3% 100.0%

25.0% 29.4% 38.1% 26.7% 30.0% 30.2%

4.2% 10.4% 8.3% 4.2% 3.1% 30.2%

5 5 2 4 0 16

2.7 5.7 3.5 2.5 1.7 16.0

31.3% 31.3% 12.5% 25.0% .0% 100.0%

31.3% 14.7% 9.5% 26.7% .0% 16.7%

5.2% 5.2% 2.1% 4.2% .0% 16.7%

16 34 21 15 10 96

16.0 34.0 21.0 15.0 10.0 96.0

16.7% 35.4% 21.9% 15.6% 10.4% 100.0%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

16.7% 35.4% 21.9% 15.6% 10.4% 100.0%

Count

Expected Count

% within quyet

dinh chuyen mang

cua khach hang

% within Tuoi

% of Total

Count

Expected Count

% within quyet

dinh chuyen mang

cua khach hang% within Tuoi

% of Total

Count

Expected Count

% within quyet

dinh chuyen mang

cua khach hang

% within Tuoi

% of Total

Count

Expected Count

% within quyetdinh chuyen mang

cua khach hang

% within Tuoi

% of Total

se

khong

chuyen

co y

dinh

chuyen

da

chuyen

quyet

dinh

chuyen

mang

cua

khach

hang

Total

17 - 24 25 - 34 35 - 44 45 - 55 55 - 65Tuoi

Total



42/45


5. Bng 5: Quyt nh chuyn mng v ngh nghip:

quyet dinh chuyen mang cua khach hang * nghe nghiep Crosstabulation

4 11 11 5 9 11 51

5.3 10.6 7.4 5.8 9.0 12.8 51.0

7.8% 21.6% 21.6% 9.8% 17.6% 21.6% 100%

40.0% 55.0% 78.6% 45.5% 52.9% 45.8% 53.1%

4.2% 11.5% 11.5% 5.2% 9.4% 11.5% 53.1%

3 4 3 6 3 10 29

3.0 6.0 4.2 3.3 5.1 7.3 29.0

10.3% 13.8% 10.3% 20.7% 10.3% 34.5% 100%

30.0% 20.0% 21.4% 54.5% 17.6% 41.7% 30.2%

3.1% 4.2% 3.1% 6.3% 3.1% 10.4% 30.2%

3 5 0 0 5 3 16

1.7 3.3 2.3 1.8 2.8 4.0 16.0

18.8% 31.3% .0% .0% 31.3% 18.8% 100%

30.0% 25.0% .0% .0% 29.4% 12.5% 16.7%

3.1% 5.2% .0% .0% 5.2% 3.1% 16.7%

10 20 14 11 17 24 96

10.0 20.0 14.0 11.0 17.0 24.0 96.0

10.4% 20.8% 14.6% 11.5% 17.7% 25.0% 100%

100% 100.0% 100% 100% 100% 100% 100%

10.4% 20.8% 14.6% 11.5% 17.7% 25.0% 100%

Count

Expected Count

% within quyet dinh chuyen

mang cua khach hang

% within nghe nghiep

% of Total

Count

Expected Count


mang cua khach hang


% of Total

Count

Expected Count


mang cua khach hang


% of Total

Count

Expected Count


mang cua khach hang


% of Total

se

khong

chuyen

co y

dinh

chuyen

da

chuyen

quyet

dinh

chuyen

mang

cua

khach

hang

Total

sinh

vin

kinh

doanh,

bun

bn

nhn

vin

van

phng

cng

nhn

nhn

vin

bn

hng tu do

nghe nghiep

Total

6. Bng 6: Phn tch ANOVA xu hng la chn mngin thoi v tui:

Descriptivesxu huong lua chon mang dien thoai

N

Mean

Std.Deviation

Std.Error

95% Confidence Interval forMean Mini

mum

Maximum

Lower Bound Upper Bound

18 - 24 16 3.00 2.066 .516 1.90 4.10 1 7

25 - 34 34 2.18 1.749 .300 1.57 2.79 1 735 - 44 21 3.00 2.324 .507 1.94 4.06 1 7

45 - 55 15 2.13 1.457 .376 1.33 2.94 1 6

55 - 64 10 2.40 1.897 .600 1.04 3.76 1 7

Total 96 2.51 1.919 .196 2.12 2.90 1 7

Test of Homogeneity of Variancesxu huong lua chon mang din thoai

LeveneStatistic df1 df2 Sig.

1.498 4 91 .209



43/45


ANOVAxu huong lua chon mang din thoai

Sum ofSquares df Mean Square F Sig.

Between Groups 14.915 4 3.729 1.013 .405

Within Groups 335.075 91 3.682

Total 349.990 95

Multiple Comparisons

Dependent Variable: xu huong lua chon mang din thoai

Bonferroni

.824 .582 1.000 -.85 2.50

.000 .637 1.000 -1.83 1.83

.867 .690 1.000 -1.12 2.85

.600 .774 1.000 -1.63 2.83

-.824 .582 1.000 -2.50 .85

-.824 .533 1.000 -2.36 .71

.043 .595 1.000 -1.67 1.75

-.224 .690 1.000 -2.21 1.76

.000 .637 1.000 -1.83 1.83

.824 .533 1.000 -.71 2.36

.867 .649 1.000 -1.00 2.73

.600 .737 1.000 -1.52 2.72

-.867 .690 1.000 -2.85 1.12

-.043 .595 1.000 -1.75 1.67

-.867 .649 1.000 -2.73 1.00

-.267 .783 1.000 -2.52 1.99

-.600 .774 1.000 -2.83 1.63

.224 .690 1.000 -1.76 2.21

-.600 .737 1.000 -2.72 1.52

.267 .783 1.000 -1.99 2.52

(J) Tuoi25 - 34

35 - 44

45 - 55

55 - 64

18 - 24

35 - 44

45 - 55

55 - 64

18 - 24

25 - 34

45 - 5555 - 64

18 - 24

25 - 34

35 - 44

55 - 64

18 - 24

25 - 34

35 - 44

45 - 55

(I) Tuoi18 - 24

25 - 34

35 - 44

45 - 55

55 - 64

Mean

Difference

(I-J) Std. Error Sig. Lower Bound Upper Bound

95% Confidence Interval



44/45


7. Bng 7: Phn tch ANOVA xu hng la chn mngin thoi v ngh nghip:

Descriptivesxu huong lua chon mang din thoai

N MeanStd.

DeviationStd.Error

95% ConfidenceInterval for Mean Minim

umMaxim

umLowerBound

UpperBound

sinh vin 10 2.70 2.111 .667 1.19 4.21 1 7

kinh doanh, bun bn 20 2.45 1.905 .426 1.56 3.34 1 7

nhn vin v?n phng 14 1.50 .760 .203 1.06 1.94 1 3

cng nhn 11 2.73 2.240 .675 1.22 4.23 1 7

nhn vin bn hng 17 2.18 1.590 .386 1.36 2.99 1 7

t? do 24 3.21 2.226 .454 2.27 4.15 1 7

Total 96 2.51 1.919 .196 2.12 2.90 1 7

Test of Homogeneity of Variancesxu huong lua chon mang din thoai

LeveneStatistic df1 df2 Sig.

2.987 5 90 .015

ANOVAxu huong lua chon mang din thoai

Sum ofSquares df Mean Square F Sig.

Between Groups 28.829 5 5.766 1.616 .164

Within Groups 321.161 90 3.568Total 349.990 95



45/45


Multiple Comparisons

Dependent Variable: xu huong lua chon mang din thoai

Bonferroni

.250 .732 1.000 -1.96 2.46

1.200 .782 1.000 -1.16 3.56

-.027 .825 1.000 -2.52 2.46

.524 .753 1.000 -1.75 2.79

-.508 .711 1.000 -2.65 1.64

-.250 .732 1.000 -2.46 1.96

.950 .658 1.000 -1.04 2.94

-.277 .709 1.000 -2.42 1.86

.274 .623 1.000 -1.61 2.15-.758 .572 1.000 -2.48 .97

-1.200 .782 1.000 -3.56 1.16

-.950 .658 1.000 -2.94 1.04

-1.227 .761 1.000 -3.52 1.07

-.676 .682 1.000 -2.73 1.38

-1.708 .635 .128 -3.62 .21

.027 .825 1.000 -2.46 2.52

.277 .709 1.000 -1.86 2.42

1.227 .761 1.000 -1.07 3.52

.551 .731 1.000 -1.65 2.76

-.481 .688 1.000 -2.56 1.59

-.524 .753 1.000 -2.79 1.75

-.274 .623 1.000 -2.15 1.61

.676 .682 1.000 -1.38 2.73

-.551 .731 1.000 -2.76 1.65

-1.032 .599 1.000 -2.84 .77

.508 .711 1.000 -1.64 2.65

.758 .572 1.000 -.97 2.48

1.708 .635 .128 -.21 3.62

.481 .688 1.000 -1.59 2.56

1.032 .599 1.000 -.77 2.84

(J) nghe nghiepkinh doanh, bun bn

nhn vin van phng

cng nhn

nhn vin bn hng

tu do

sinh vin

nhn vin van phng

cng nhn

nhn vin bn hngtu do

sinh vin

kinh doanh, bun bn

cng nhn

nhn vin bn hng

tu do

sinh vin

kinh doanh, bun bn

nhn vin van phng

nhn vin bn hng

tu do

sinh vinkinh doanh, bun bn

nhn vin van phng

cng nhn

tu do

sinh vin

kinh doanh, bun bn

nhn vin van phng

cng nhn

nhn vin bn hng

(I) nghe nghiepsinh vin

kinh doanh, bun bn

nhn vin van phng

cng nhn

nhn vin bn hng

tu do

Mean

Difference

(I-J)

Std.

Error Sig.

Lower

Bound

Upper

Bound

95% ConfidenceInterval

Documents

Long Trung Thanh Kh Mobifone