Các nhân tố của chất lượng dịch vụ đào tạo ảnh hưởng đến sự hài lòng của học viên - Pdf 81





 




T 2011




này.
               
c quý báu làm n

Tô             
ng 
tr
ii LỜI CAM ĐOAN

     
 trình bày theo k
 
- Ti 
t trên.

 








 ....................... 4
1.2.  ................................................................................. 5
1.3. ............................................................................................... 7
1.4 hài lòng ........................................................................................................ 13
1.5. 

















 ................................................. 14
1.6. 
  ................................................... 15

 ........................................................... 34
3.1  .......................................................................................................... 34
3.2  ................................................................. 36
3.3  ................................................. 38
3.4. Phân tích nhâ ............................................................................................... 42
3. ....................................................... 47
3.6.  u .................................................. 49
3.7. 
viên  ....................................... 52
3.7.1 ..................................................................... 53
3.7.2 ................................................................................... 54
3.7.3 





 ................................................................. 54
3.7.4  ................................................................................... 56
3.7.5 
  .............................................................................. 56
3.8. 
 .............................................................................................. 57
3.8.1 
 ...................................................................................... 58
3.8.2.  ................................................... 58
3.8.3.  ................................................ 59
3.8.4 c ............................................. 59
3.8.4 c ............................................................ 60
[ ............... 61

Hình 3.4 M ................................................................... 35
  .......................................... 37
Hình 3.6 Mô hình h .................................................................. 48


 ...................................................... 30
.............................................................. 36
   ...... 41
  .................................................. 42
  ......... 44
 3.5 ..................................................... 46
  .......................................... 47
7   ....................................................... 49
8  ......................................................... 50
9  ................................................................... 50
 3.10  ................................................................ 50







vi
 




 



 
TP. HCM 
TCCN 
GD- 
XHCN 
 











 
-  
hài 

2 -    
 













có g 
 , 
  
 
3 6
ng

.
  c     


              
SERVPERF, 
 
              

 

II      
     sâ          
  .
III 

 ài lòng và



















1.1.2. 







 Sung Sang Park
          thì




1.2.1
             


   vô hình (tangibility       
(simultaneous produc        

              
          
g, tr256]










1.2.2. 




6 

7  Tuy


,   .



 
 


1.3.1.

   


Châu, 2004)
     
                

8 

khách hàng
g cách [5]
3]
2]



9              



 hì






       

   



 




(Hill, 1995 và Harvey, 1995       

  
               
(2)                
(4)  
 


-
          
            
 
v 
 - 
 



 



11 1.3.2
- Mô hình SERVQUAL






khách hàng.

  



- Mô hình SERVPERF (Mô hình c
, 






SERVQUAL.
13            




1.4. 
Theo Asunció


- 
- 
- 
1.5. 
Kotler (2004             

Para 
 



  
.
15 
òng 
mãn (hài lòng) 




ng cung
 thì 
1.6.    
 
          

SERVQUAL 

 SERVQUAL

có 2 (hài lòng) àng
là  và  

   trong ngành


SERVPERF 

 
SERVPERF              

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