Khi khach di du lich, ho su d ng cac san pharn va dich vu du lich cua ben cung dp,k~t q a cua dich vu mang lai n o cac hoat dong nrong tac giita nguoi cung dp va du khach, cin nhir nho c
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cipngay 05.02.2013
S6 hrong in: 3 00 cu6
Ch~ ban va in tai Nha in:
Lien Tuong, Quan 6,Tp HCM
Kinh ti -Kj thu{tt
1 Hti Nam K lu l: G iao, isThtii SO'II: Kham p a c a c nh d t 6
a nh h u n tl i n s ~r h i l o g cu a du kh ac h du l c h tai l a g m i c
2 Hu y nh Xuii n H i fp: C hi n " s a c li t a i k h a v a tan g tnrang
k inh t i Vi e t Nal 11 tr o ng nh ic n ni i m gd l l dd y : 1
3 Ng u yln Ngoc Chd uh : Ca c n dn t 6 an h h u n g di n su '
h i lo g c u a kh a c h han g c a nh d d B i v oi c lu l I U(7 ng di c h V l
4 D 8 t u! Tht/I lh I 7 l1 , Ng l yl n H i m g L £J c : Ph a t tr d n u 6n
nh d n l u c t a i S o ' Van h oa - Thi thao - Du It ch t nh Ki en Gian g
5 Hoang X u i in San, Hi; Thj Thanh Trt t c : Ph a t tr i n c on g n hi e p 'u5 tra a V i ¢ t N C/m - N h n thu cvatlnr c ti l 38
6 Vii Villi 1 7 /{rC : Pil at t r i n n g n co n n hi e p phu t ra a
7. uK im An lt : Ng hi e n c ~ru u ng dung b9 d i ~ u khi i n 6 din
h th6 g c on g s u t tron g t ~ u khi i n c a c n u n p hd n tan 52
8 Truo ng Cd n g T l lan, T ril ll M inh Ba o : Tru y v an hu o g d i t ua n
Chinh tri - Xi h i
9 Ng ll yJ I I HfJ l Ig N h {i t : N luin tlur c v a V lJn d n tu tu o g
H 6 Chi M i n v ~ "h9C tl i la m vi e " 67
10 Le TIli m i n : Gi ao du e d ai h o c v i s u ' ph a t t r i n h n v im g
11 D B M( lII h Hi,: n p tu c a s t mai , n n g c ao c h ci IU (7 n da y v a
ho c m a t ri d t h oc Ma c- L e ni n a t rua n Dai h o c Ngo Qu y ~
12 Ng u Y% 1 I T at , D(il 1 g f / ift Thanh : v i n d ~ ca n n u t r i t ro n g d i sa n
T/UJ;lg til Khoa hfiC - Duo tflo
Trang 3I S !;N: 0866 · 7 802
Editorial Office and management
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Permanent
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Prof Dr Hoang Thi Ch i n
Assoc.Prof Dr D o Li nh Hi ep
Assoc ProfDr Nguyen Quo c T e
Assoc.Prof D r P ham Van Du oc
As s oc.Prof Dr Phuong Ngoc T hach
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Publishing lcence
Date 05 / 02 12013
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Economi c - T e chnical
1 Ha Naill Kltan h G i ao, L e Thai Son : Ex ploring th e m a i n fa c t o r aff e ct i n th e touri s ts' satif ac tion at w o d e n t r adin g v illa ge
of Kim B o ng- H o i A n c it y 1
2 H u y n X uan Hiep : Fi sc al p o l icy and eco n mi c g r ow th
in Vietn a m in r ec e nt ye ars 11
3 Ng u yen Ngoc Canh : Titl e :fa c tors aff e c ting th e c u s tom e r satisfaction to wa rd s se r v i ce qualit y o f Ex imb a nkin
4 Do Thi Thanh V iuh , Ng u yen Hon g Lac : D eve l op m ent of hum an
resour ce s at th e D e p rtm e nt of Cul t ur e - Sport s - T o rism
5 Ho a g XtILI1I Son , 110 TIIi Tha n b Tru e : Indu s trial d eve l o pm e nt
as s i s tan ce in V ie tn a m - a w a re n e s a d pr ac ti ce 38
6 V u J i m Thuc: D e e l o pm e n t o f s upp or t ing i nd u s tr ies
7 Le K im A nh : Study 011 appli ca tion 0 [ p owe r s ys t e m stabil ze r for control of distributed ge n e rations 52
8 Truon g C oug Tu a , Tran Minh Bao : Obj ec t- o ri e nt e d qu e y
pro cess in g ba se d b inar y s i g a tur e g r a ph 59
Poli t c s - So c i e t y
9 Ng u y n Hong Nluu: Awar e n ess and appli c at io n o f
Ho Chi Minhsid eo log y about i s su e " s tud y t o wo rk " 6
10 Le Thi Hi e n : Hi g e r e du c ati o n for sus t a inabl e
d eve l o me nt toda y in co nt e t 72
11.Do Ma n " Ha: Co ntinu e t o i nnov at e , i m p rov in g t eac hi ng a nd
learnin g Marxi s t - L e nini s t Ng o Qu ye n uni ve r it y in t o da y 77
12 Ng u yen Tot, Dang Viet Thanh: Is s u es in hum a n h e rita ge
Information Science - Training
Trang 4Kham pha cac nhan to
Hit N amKhlinh Giao * , is Thai SO'n *' ~
T O M TA T
N ghien cuu t m hi d u mot s6nhiin t6 chu ydu tac d ng tl d S 1: l h i long cua du khach khi thiim
c hat IU9 ' ng dich V : a lam tan S 1: l hai lo g c ua du khach.
Tir khoa: Kim Bo g , du Itch cong tl6ng, su hai lo g , chat IU9n dich V : SERVQUAL
EXPLORING THE MAIN FACT O RS AFFECTING THE TOURISTS'
SATIFACTION AT W OOD EN TRADING VILLAGE OF
KIM BONG - HQI AN CITY ABSTRACT
r e gr e ssion were used with SPSs
e nha c e the tourists' satisfaction ,
* PGS TS Tnrang D H 9 C Ta ! ch lnh - M a rk e t n g, B <} Tai c inh DT D : 0 0 33 06363 Em a il: k ha nlig i a ohnt iu y h o co m
Trang 5Tap chi Kinh te - Ity thu~t
M<)C KIM BONG
B6ng CMu, nim a boN am song Thu B6n
Ph~n Ion dfrt dai thuoc xa Cim Kim, thanh
ph6 HQi An, each do thi c6 HQi An khoang
1km duong song
Cu6i th6 kY 16, d~u th6 ky 17, nghe moc
Kim Bong b~t d~u phat tri~n nhc SIJphon thinh
cua thuong cang HQi An D6n th6 kY 18, nghe
moc Kim B6ng da phat tri~n manh me va thinh
dat thanh lang nghe voi ba nhom nghe r6 r~t:
do thi, nghe moc dan dung va nghe dong tau
thuyen moc Ky thuat va ky nang che tac cua
tho lang Kim Bong xira kia duoc th~ hien qua
hang van cong trinh nha cira va kiSn true khap
c mroc Tai do thi c6 HQi An, cac cong trinh
hQi quan, chua chien, dinh lang, nha tho, la noi
minh clnrng r6 nhfrt tai nghe d~p ve, trang tri
nQi ngoai thfrt.Nhirng chim cong mua, Ly Ngir
Vong Nguyet, cac Dire Thanh, cac linh v~t
Long-Lan-Quy-Phung dSu do tho Kim B6ng
thirc hien Tai cac HQi quan Quang Trieu, MiSu
Quan Cong hay tai cac dinh chua, nhfrng dieu
kh~c Giao Long do tho Kim Bong thuc hien
hSt sire s6ng dong voi d~y du cac chi tiet V o-i
ban tay kheo leo va nghe thuat tai hoa cua
minh, tho moc lang Kim B6ng da gop phan tao
nen mot ph6 c6 HQiAn c6 kinh d~y quyen rii
nlnr ngay nay Khong chi bo hep trong pham vi
Quang Nam, cac chS tac cua Kim Bong YUan
xa rapham vi camroc Dac biet, da co rfrt nhieu
tho da duoc tri~u dinh HuS moi ve thirc hien
cac cung dien, dinh chua
Nam 2004, dSkhoi phuc va phat trien lang
nghe, thanh ph6 HQi An da l~p du an d~u tu
khoi phuc va phat trien lang nghe truyen thong
rnoc Kim Bong gin voi hoat dong du lich va
duoc UBND tinh Quang Nam phe duyet
Trung tam lang nghe duoc xay dung khang trang tren manh dfrt d~u lang, hai t~ng kien c6, khong gian thoang mat, co th~ don mot
hie hang tram khach du lich Day la noi tnrng
Bong, cung cfrp thong tin lich su lang nghe, la
cac chuang trinh du lich cho khach trong va ngoai mroc
Thoi gian g~n day, co saha t~ng du lich tai lang moc Kim Bong da xuong cfrp tr~m trong
Khach du lich khong diroc chao don va gioi thieu cac thong tin lien quan dSn lang nghe nhir nhtrng nam truce, dieu nay anh huang
thanh ph6 HQi An noi chung, lang moc Kim
] 0.030 luot khach dSn tharn quan lang moc Kim Bong, chi dat 35,7% so voi cung IcYnam ngoai, nhu vay, lang nghe moc Kim B6ng v~n con nhiSu kha nang hfrp d~n du khach trong
va ngoai mroc, va dn nhieu bien phap d~ thu hut du khach
NGHIENCUU
cua khach hang
Dich vu la kSt qua mang lai nho cac hoat
dong tuong tac gifra nguoi cung cfrpva khach hang, ding nhir nho cac hoat dong cua ngiroi cung cfrp de dap img nhu du cua ngiroi tieu dung (ISO 9004-2: 1991E) Theo Christopher
& Jochen (2004), dich vu la mot hoat dong kinh tS tao nen gia tri va mang lai loi Ich cho khach hang a mot dia di~m va thai gian nhfrt dinh bang each dap img nhirng mong muon cua nguoi nhan dich vu,
Theo TCVN ISO 9000:2000, "Chizt luong
fa mice d(J cua mot tdp h9P cae diJ , c tinh von
2
Trang 6K be m pha cac nhan to
coal a m ot sa n phdm , h th t 5 g h y q ua t r i nh
i J dap ung c a c ye u c du cua k h c h h a g v a
c a c b e n l e n quan ". Khi khach di du lich, ho
su d ng cac san pharn va dich vu du lich cua
ben cung dp,k~t q a cua dich vu mang lai
n o cac hoat dong nrong tac giita nguoi cung
dp va du khach, cin nhir nho cac heat dong
cua n iroi cung dp d dap irn nhu du cua
n iroi tieu d ng (ISO 9004-2: 1991E) Mu6n
do luong S hai long cua du khach, dn do
hro g chM hrong cua dich vu, vi trong qua
trinh tieu dung, ch,it hro g cua dich vu th~
hien trong qua trin tuo g tac gifra nha cung
d pva du k ach (Svensson, 2002)
Nhi~u nha n hien ciru d6 g ' 1voi khai
quat cua Parasurarnan et al (1 85) "c l uj ,
lu ong di c h V~ I dua c x a c d in h boi S 1 !kh ac bi e t
giicaS 1 !mong do i cua k h ac h han g v ~ d i c n v ¥
va da n l g ia c ua h vJ di c li v ¥ m a ho n hi i n
duo c '' MQt tro g nhirng 1'1thuyet n uyen
thuy v chat hrong dich vu la 1'1thuyet phan
tich k oang each (Zeihaml et al., 1990), 1 ' 1
thuyet nay cho rang khach hang hai long
nh~n duoc la bang hoa VUQ'tqua mong doi
cua ho Giao & Vii (2011) due k~t don gian
v€ S l J hai long cua khach han nhir la diem
gap nhau hay dien tich trung nhau gitta kha
nang cua doanh nghiep va nhu du cua khach
DQ tin cay (TC)
Sir dap (rag (DU)
Sir bao dam (BD)
Su d ng earn (DC)
Phuong tien hfru hinh (RR)
hang; hay la rmrc dQ trang thai e rn giac cua
mot n u i bftt d~u tir viec so sanh k~t qua thu duoc ill san pharn/dich v voi nhirng ky
v ng cua n uoi do Giao & San (2012) d ti~n hanh do luo g
ch~t hrong dich vu va su hai long cua khach
han tai Festival Hoa Da Lat voi than d
SERVPERF (Cronin &Taylor, 1992) 5 thanh
phan, thang do likert 5 di~m cho th~y ch~t hrong dich vu cua Festival nay bao gem 5
thanh phan: (1) Phuong tien Inru hinh; (2) Su d6ng earn; (3) Sir dap trn ; (4) DQ tin C?yva
(5) Su bao dam
Tu nhien, viec do hrong ch~t hrong dich
vu cac diem d~n du lich s eco nhung khac biet,
vi nhirng di~m d~n nay co S khac biet voi
nhau, nh~t la d6i voi mot lan n h tham gia vao hoat dong du lich cong d6ng Vi vay, d
tm S lJkhac biet d6i voi ch~t hrong dich v mot
lan n he tham gia vao du lich con d ng, c~
phai co sir di~u chinh cac bien q an sat dira
tren thang do SERVQUAL cho phu hQ'P
dung dua tren nhtrng ti n d~ v~ 1.'1thuyet va thuc ti~n v~ su hai long cua du khach va duoc
th~ hi~n trong hinh 1 Tuy nhien, cac bi~ quan sat trong md hinh nay chira duoc phan thanh nhom, d duoc phan tich EFA lai d~
tach thanh nhom rieng biet
SU HAl LONG CUA
Hinh 1 M 6 h i n l i n g hi e n cuu d~ n h i
3
Trang 7T~p chfKinh te -I{ythuij ,
3.1 Ng h ie n c t e u dinh tinh
Trong nghien ciru sa bQ, tac gia di
dua vao thang do chuyen d i nr thang do
SERVQUAL, ti6n han nghien elm sa bQ
bang thao luan nhom n hien ciru d€ xay
dung thang do sa bQ va xay dung bang cau
hoi TiT bang cau hoi sa bo tac gia ti n hanh
phong v~n 50 du khach, sau do tham k ao
ykien chuyen gia d€ di€ chinh nr n ir cho
bang cau hoi d hieu va phu hop,
Tir k6t qua cua nghien ciru sa bQ, sau khi
co di€u chinh, thang do chinh thirc cac khai
niern nghien ciru duoc hinh thanh, chuan bi
cho nghien ciru din luong Cac bien quan
sat (33 phat bieu) trong n hien ciru nay chira duoc phan thanh c c nhom C1,l th€ va c&n duoc phan tich nhan t6 kham pha a n hien ciru chinh thirc, Thang do Likert 5 diem thay
d i ill 1=hoan toan khong d6ng y d6n 5 = hoan toan d6 g yduoc sir dung trong nghien ctru nay
3.2 Khi i o sat
CUQCkhao sat d oc th c hien atrung tu~n thang 5 nam 2013, 200 ban c u hoi duoc phat ra tai lang n he Kim B6ng cho du khach tharn quan tai day voi phirong p ap chon m~u thuan tien K6t qua th v~ 14] bang, 5 bang
bi loai vi thong ti k ong d~y du, 141bang tra loi duoc su dung cho phan tich
3 3 M au n g hi e n c t e u
D?c di€m mfiu nghien ciru duoc trinh bay tro g ban 1
Bang t:D ijc ad m m 6
Gi6i tinh
TuAi
Muc dich du lich
Noi CU' ngu
4
Trang 8Kham pha cac nnen t a .
3 4 Kiim djnh th ang do va 1110 hinb do luirn g
K~t qua Cronbach's Alpha cua thang do chat hron dich vu cua tang ngh~ moc Kim Bong duoc th~hien trong Bang 2, d~u tir 0,908 tro len, cac h~ s6 nrong quan bi~n- t6 g d~u Ion hon
0,3, do do cac thang d d~u dat dQtin cay, vaduoc si dung trong buoc phan tich EFA (Nunnally
& Burnstein, 1994)
Bang 2:K it q ua I I?s6C ro nb ac h sA l pha thang do ca c thank phdn ch a t IU 9 ' n d i ch v¥ va su ' h id l o g
c ua du khd c h tham quan l ang mo c Kim B o g
sabi~n quan Cronbach's Tuoug quan t6 g-bi~ Thang do
sat Alpha nho nhAt
K~t qua sau l~n phan tich nhan t6 kham
pha d~u tien (Exploratory Factor Analysis
-EFA) cho thay co 6nhan t6duoc trich tai gia
ti Eigen 1.026 va phirong sai tich diroc la
68,640% Ki~m tra, loai bo cac bi~n quan sat
TC2, TC4, TC5, TCIO, TCI4, TC15, TC21,
TC24, TC28 vi co he s6tai nhan t6<0,5
Ti~p tuc phan tich EFA l~n 2, than do
chclt IUQ'l1gdich VI)lang moc Kim Bo g co
4 nhan t6 diroc trich tai gia tri Eigen 1,025,
plnrong sai trich duoc la 65,60 % K~t qua
cho thclyc c bi~n quan satTCI, TCI8, TC20,
TC27 co h~ s6 tai nhan t6 <0,5 nen loai bo,
ti~p tuc phan tich EFAl~n 3
K~t qua phan tich l~n 3 cho thcly co 3
nhom nhan t6 duoc trich tai gia tri la 1,284
voi p irong sai trich duoc la 64,019% Ki~m
sc t cac bien quan sat thay ti~p tuc co cac bien
TC12 va TC2 co h~ s6 tai<0,5 nen loai boo
Ti~p tuc thuc hien phan tich EFA l~n 4
cho thcly co 3 nhom nhan t6 duoc tich tai gia
tri eigen 1,278 voi plnrong sai trch duoc la
67,34 % Ben canh do, h~ s6 KMO 1a 0,826;
gia tri sig = ,000 cho thay k~t qua p an tich
nhan t6 dan tin c~y.Cac nhorn nhan t6 Xl,
X2, X3 duoc tu~nnrd~tten IaTinc~y (TC),S l J
d6ng earn (DC ) va S lJ bao dam (BD) dua theo
yn hia cac bi~n quan sat duoc (xem bang 3)
Bang 3: K i t qua EF A v a Cronba c h sA l p a cua c a c than h phdn ch a t l uong dich v~
f ang n g ~ moc Kim B 61 / g
TC DC BD
TC3.SI,f tien IQ'iv~ v~n chuyen taidia phuo g ,5 3
TCc.Khach sar i g~n cac lang n he ,773
TC7.Ch5.t IUQ'ngp u ho voi gia ph n ,891
TC8.PhOng sach se, tien nghi ,897
TC9.Cua hang an uo g sach se ,6 0
TC II.c6 bao tang, khu hru niern d~ tham quan ,577
TC 19.C6 trung tam cham s6c sirekhoe van oai hinh ,68
T C13 Ca sa san xuat cua lan n h~ h5.p dfin ,57
TCI6.Du khach diroc hoc h i thao tac ng e ,909
5
Trang 9Tap chi Kinh te Ity thu~t
TCI7 Du khach duoc tham gia vao cac sinh hoat cua
,720
gia dinh
TC22 Du khach an toan khi di du lch 0day ,828
TC23 S niem n , hi~ khach cua nguoi dan dia phuong ,689
TC26 SI,!t anh binh cua diaphuon nh~t lav€ dem ,7 4
Eigenvalue 5,385 2,092 1,278
P uon sai trich 41,423 57,513 67,343 Cronbach's Alpha ,882 ,7 5 ,7 7
vuot qua chi s6 di~u kien 0,85; clurng to r~ng gia tri phan biet da dat duoc, c c thang do trong
Bang 4: S1 ,J' t u n qu a g iica cac kh ai n i e m nghi e n C J , ' u
HL 1,000 ,606"" ,533" ,530""
TC ,606"" 1,000 ,240"" ,5 1"
Spearman's rh
BC ,5 3"" ,240"" 1,000 ,3 6""
BB ,5 0" ,5 1" ,356" 1,000
* *. Tuon g quan Sp e a rm an :~ Rho c y n hia t h n k e o 'mi c 0 01 ; n=14J
3 5 K i t qua phi i n tich hai quy
Bang 5:M6 hinh h 6 i q yd b i d / l ad y au
M6 hin R R2 R2hieu chinh Sai s6u c hrong Durbin-Watson
1 ,719- ,517 ,506 ,608 9 1,743
Ban 6:B a g A N O VA
Model Sum of Squares df Mean Square F Sig
Regression 54,204 , ) 1 ,068 48,8 7 ,000
-1 Residual 50,675 137 ,370
Total 104,879 140
6
Trang 10Kham pha cacnhan t6
H~ s6 chira
H~ s6dii chu~
Da ccng tuyen
DQ chap
K~t qua phan tich h6i qu a bang 5 cho
thay R2= 0,517 KiSm dinh F cho th~y mire
y nghia p=.OOO KiSm tra hien nro g nrong
quan o ' bang 5 bang h~ s6 Durbin - Watson
(1< ,743<3); nhu vay, mo hinh h i q y phu
hop voi dtr lieu thu thap duoc H~ s6 xac dinh
hieu chlnh cho thay dQ tuon thich cua mo
hinh la 51,7%, hay cac bien dQc I~pgiai thich
duoc 51,7% phu n sai cua bien phu thuoc
(Trong & Ngoc, 2008)
Nhir vay, cac nhan t6 tac dong d~n ch~t
lU911g dich vu, qua do dinh hinh sir hai lo g
cua du khach khi tham quan lan nghe moc
Kim Bong narn 2013 theo mo hinh h6i quy
tuyen tinh:
Cac h~ s6 h6i quy d~u man d u dirong
thS hien cac nhan t6 trong mo hinh h6i quy
d u co tac don ty l~ thuan d~n ch~t hrong
dich vu tai lang nghe Bang 7 ding cho thay
thanh phan tac don manh n ~t la sir d6 g
earn (~ = 0,383); ti~p d~n la S\T tin c~y W =
0,341) va bao dam W = 0,244)
kluich vJ cdc thanb ph/Ill
Thong ke mo ta gia ti hung binh duoc
S 1 dung d danh gia mire dQ earn nhan cua
d i voi cac thanh phan ve ch~t hro g dich
vu tai lang moc Kim B6ng deu a rmrc kha
Nhin chung, du k ach k a hai long (mean =
3,6695), trong do, rmrc dQ hai long cua d
khach d6i v i cac thanh phan khac I~n IUQ't
la sir tin c~y (mean 3,4012); sir d6ng earn (mean= ,3 95); su bao dam (mean 4,0449)
sau cac thanh phan bao dam va tin cay, Nhu
vay, co thS thay rang du khach mong iroc cac
thuorig trong sinh hoat va nhung net d~c s~c
Ban 8:Th c 5 g k& mo tavd d nh gia c u kh ac h h ang c t c 5 ivo i cae thanh p l uin
7