
TRƯỜNG ĐẠI HỌC CÔNG NGHỆ TP. HCM HUỲNH THẾ KHÁNH

NGHIÊN CỨU CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN
QUYẾT ĐỊNH SỬ DỤNG DỊCH VỤ 3G TRÊN
MẠNG MOBIFONE CỦA KHÁCH HÀNG TẠI
BÀ RỊA VŨNG TÀU

LUẬN VĂN THẠC SĨ
Chuyên ngành 


02 4

TRƯỜNG ĐẠI HỌC CÔNG NGHỆ TP. HCM HUỲNH THẾ KHÁNH

NGHIÊN CỨU CÁC NHÂN TỐ ẢNH HƯỞNG ĐẾN
QUYẾT ĐỊNH SỬ DỤNG DỊCH VỤ 3G TRÊN
MẠNG MOBIFONE CỦA KHÁCH HÀNG TẠI
BÀ RỊA VŨNG TÀU
LUẬN VĂN THẠC SĨ


HƯỚNG DẪN KHOA HỌC: TIẾN SĨ PHẠM THỊ HÀ



3


4
TS. Lê Quang Hùng

5
TS. Mai Thanh Loan


         sau     





PHÒNG QLKH – ĐTSĐH
CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM
Độc lập – Tự do – Hạnh phúc
TP. HCM, ngày 25 tháng 12 năm 2013

NHIỆM VỤ LUẬN VĂN THẠC SĨ


 
 MSHV: 1241820140

(Ký và ghi rõ họ tên) 

ii
LỜI CÁM ƠN




 

Ban Giá


 









iv

ABSTRACT

in using            
customers choose 3G service of Mobifone but not other Telecom Service Companies.
The dissertation systematized theoretical basis of 3G service, the issues related to
customer decision using services; evaluated Mobifone provision of 3G service in
BRVT. This research contribute to find out the relation between factors which lead to
customer decision using 3G service of Mobifone and the impact level of those factors
to decision using Mobifone 3G service in BRVT.
There are two methods of researching: quantitative and qualitative. Through
qualitative research base on theory, group discussion method, consulted by expert plus
examples from authors to customer decision to use service, to provide model research
proposal consists of five factors: stimulus, attitude, attributes, usefulness and quality of
service. To verify research hypotheses, using quantitative method through SPSS
software with questionnaires survey and collect 185 answers. The analysis result of
EFA factor show that the model in the official research accordance with customer
evaluation consists of seven factors, and it is completely accordance with the model
proposed in qualitative research. In addition to the previous five factors there are
additional two factors which are: payment and domination.
And also based on the results of regression analysis, there are five factors have
strongly influence in customer decision in using Mobifone 3G service in BRVT, which
are: usefulness, stimulus, quality of service, payment and attributes. Use that
information as a basis to point out directions and focus on impacting five factors above
as well as bring up the solutions to overcome the existing weaknesses in order to keep

 53
 54
 55
 56
 57
G 60
 61
 62
Independence- 63
Independence-Samples T Test so sánh 
 63

 64

 65
vii
. 
 65

 66

 66

 67

 bình quân hàng tháng 67
vii
DANH MỤC CÁC HÌNH Trang
 10
Hình 2.2. Quá trình thông qua   mua hàng 17

2.4.1. Các      hóa 13
2.4.2. Các   mang tính  xã  14
2.4.3. Các   mang tính  cá nhân 15
2.4.4. Các   mang tính  tâm lý 16
2.5.  
khách hàng 17
2.6.  19
2.7.             
 21
2.7.1.  22
2.7.2. e 22
2.7.3.  22
2.7.4.  23
2.7.5.  23
2.8.  24
v

Kt lu 25
CHƯƠNG 3 THIẾT KẾ NGHIÊN CỨU 26
3.1.  26
3.1.1.  26
3.1.2.  26
 26
 26
3.2.  29
 tính 29
 30
 30
 30
Kt lu 33

 76
v

5.2  76
TÀI LIỆU THAM KHẢO
PHỤ LỤC

1

CHƯƠNG 1 MỞ ĐẦU
1.1. Tính cấp thiết của đề tài

 


 


. 


 
  
    

ngày 
                

         


1.3. Đối tượng và phạm vi nghiên cứu
 





 
- 30/09/2013.
1.4. Phương pháp nghiên cứu



3  ính



 


quan


 





 
 

( 27 * 5 ) + 20% * ( 27 * 5 ) = 162 (mẫu).
1.5. Ý nghĩa của đề tài nghiên cứu
       



 

 n = ( Số biến * 5 ) + 20%* ( số biến * 5)
5

1.6. Kết cấu của luận văn
 





6

Kết luận chương 1
 





khá
8

               
-
2




. 
    

   


m thu hút

       




2.2.2. Quá trình phát triển của dịch vụ 3G
3

 Thế hệ đầu tiên 1G


 Công nghệ 3G



 


               



C

10




Hình 2.1. Lịch sử phát triển của công nghệ 3G
(Ngun t Wikipedia, GSMArena, Google, AT&T, Euro Technology)
2.2.3. Các sản phẩm của dịch vụ 3G trên mạng Mobifone
4

 Dịch vụ Video Call
 


 
              