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-
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9
9
2.1.1.2 9
2.1.2 10
2.1.2.1 10
2.1.2.2 11
2.1.2.3 12
2.1.3 14
2.1.3.1 14
2.1.3.2 15
2.1.4 17
2.1.5 19
2.1.6 20
2.2 20
2.2.1 20
2.2.1.1 20
2.2.1.2
sinh 21
2.2.1.3
22
2.2.1.5
22
2.2.1 23
2.3 26
2.3.1 26
2.3.2 28
2.3.3 28
31
3.1 31
32
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
34
35
35
36
36
37
37
38
39
40
40
47
48
49
50
53
54
55
57
58
59
61
62
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21
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ng dch v o dch v cm nhn. S ng
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2012
2011
2010
2009
2008
254
27
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SV khoa
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33
36
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CT khoa CNSH
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(, 1987) [36]
[47].) (Carey, Cambiano De Vore, 2002 [16]
t
[33]
[60]).
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-
[32]).
(Zammuto, Ke, 1996 [62]).
Vic nhn bic s i vi chng
dch v o s i hc ci thing ca h.
Trong a t cho dc (Finney,
2010 [22]). Mu c tho lun nhiu v mi quan h
gi c (Adidam, 2004 [14]; Holdford
Phng pháp nghiên cu
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SPSS
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-
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(Kotler, 1997 [37]).
,
(Zeithamal, Berry, Parasuraman, 1996 [64]).
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(Berry, 2002 [15]
10 (Intangibility):
(Inseparability):
. ng
(Perishability):
S
.
.
.
12
(Ghobadian, Spaller & Jones, 1993, Groth & Dye, 1994, Zeithaml
theo Thongsamak, 2001 [57])
2.1.2.3 K
1985,
Mai Trang, 2007 [3]
1: (Parasuraman 1985
t [3]).
Thang
,
(Parasuraman 1994
Khong