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LI M U
Vi hn 80% lng hng ha xut nhp khNu c vn chuyn bng ng bin, h
thng cng bin thng mi ng vai tr rt quan trng i vi hot ng thng
mi Vit Nam. Tri vi thi im vo nm 2007 v u nm 2008, vic qu ti ti
cc cng bin thng mi khu vc pha nam khin hng ha b tc nghn lm thit
hi n nn kinh t , th cui nm 2008 khng hong kinh t ton cu lm st
gim mnh nhu cu vn ti tt c cc lnh vc, khin cc cng bin thng mi li
lm vo kh khn. Ch trong vng 6 thng u nm 2008, sau khi tng cao gi cc
vn ti quay u gim chng mt, gim bnh qun t 30%- 70%. Trc nhng
kh khn dn dp v gi cc gim k lc, nhu cu vn chuyn st gim nghim
trng, cc doanh nghip cng bin thng mi phi lm g c th tn ti, vt
qua giai on khng hong ny (Thi Bo Kinh T Vit Nam, 2008). y l thch
thc cng nh c hi cc doanh nghip cng bin thng mi t nh gi li
ton din doanh nghip tm ra li thot hiu qu nht cho cuc khng hong ny.
nh gi, o lng cht lng dch v cc cng bin thng mi ti khu vc thanh
ph H Ch Minh thc s c ngha, nhm gip cc doanh nghip cng bin khai
thc trit th mnh trong cc sn phNm dch v.
c th hon thnh chng trnh sau i hc ti trng i hc Kinh t thnh ph
H Ch Minh vi lun vn tt nghip Mi quan h gia cht lng dch v cng
bin v s tha mn, hi lng ca khch hng ti thnh ph H Ch Minh ngoi
nhng n lc, phn u ca chnh bn thn trong sut qu trnh hc tp, tc gi xin
gi li tri n trc ht n b m, nhng ngi thn lun ng vin, gip .
Tc gi cng xin c gi li cm n n tp th cc Thy C trng i Hc Kinh
T ni chung, khoa Qun Tr Kinh Doanh ni ring tn tnh dy d, gip tc
gi trong sut ba nm qua v Thy L Tn Bu hng dNn tc gi hon thnh
lun vn tt nghip ny.

Sau cng, tc gi xin chn thnh cm n n cc bn b thn thit ca lp cao hc


QTKD-m 1 v cc ng nghip ti cng VICT h tr tc gi ht mnh hon
thnh lun vn ny.
Mt ln na tc gi xin cm n tt c mi ngi gip tc gi hon thnh Lun
vn tt nghip ny. Tc gi ha s c gng p dng nhng kin thc hc cng
nh mt s kt qu nghin cu ny vo phc v cng vic hin ti.

LI CAM OA

Tc gi xin cam oan tt c cc ni dung chi tit ca bi lun vn ny c


trnh by theo kt cu v dn ca tc gi vi s dy cng nghin cu, thu thp v
phn tch cc ti liu c lin quan, ng thi c s gp hng dNn ca Tin s
L Tn Bu hon tt lun vn.
Tc gi xin hon ton chu trch nhim vi cam kt trn.

Hc vin: Phm Th Minh H


Lp: Qun tr Kinh doanh, K15

MC LC
LI M U .................................................................................................. 1
LI CAM OA ............................................................................................ 3
MC LC ........................................................................................................ 4
TM TT LU V ................................................................................ 10
Mc tiu ti ............................................................................................... 11
Phng php v phm vi nghin cu .......................................................... 11
ngha thc hin ti ................................................................................ 11
Cu trc ca lun vn ................................................................................... 12
Chng 1 : C s l thuyt ........................................................................... 13
1.1

Gii thiu ..................................................................................................... 13

1.2

Cht lng ................................................................................................... 13

1.2.1

Lch s pht trin cht lng....................................................................... 13

1.2.2

Tm quan trng chin lc ca cht lng ................................................. 16

1.3

Dch v v cht lng dch v .................................................................... 17

1.3.1

nh ngha ................................................................................................... 17

1.3.2

Cht lng dch v ...................................................................................... 18

1.4

M hnh nghin cu v cc gi thuyt ........................................................ 20

1.4.1

M hnh cht lng dch v ........................................................................ 20

1.4.2

Mi quan h gia cht lng dch v v s tha mn ca khch hng ...... 25

1.4.3

M hnh nghin cu ngh ....................................................................... 25

1.4.4

Gi thit trong nghin cu ........................................................................... 26

1.5

Tm tt ........................................................................................................ 26

Chng 2 : Gii thiu v h thng cng bin thng mi khu vc


Thnh ph H Ch Minh............................................................................... 28
2.1

Gii thiu ..................................................................................................... 28

2.2

Gii thiu khi qut v cng bin ................................................................ 28

2.2.1

Khi nim .................................................................................................... 28

2.2.2

Chc nng, phn loi v nhim v ca cng bin ....................................... 29

2.2.2.1

Chc nng ......................................................................................... 29

2.2.2.2

Phn loi ........................................................................................... 29

2.2.2.3

Nhim v v quyn hn ca cng bin ............................................. 30

2.2.2.4

Trang thit b cng ............................................................................ 30

2.2.3

Cc dch v cng bin thng mi .............................................................. 34

2.2.4

i tng khch hng ca cng bin thng mi ....................................... 34

2.3

Gii thiu cm cng thnh ph H Ch Minh ............................................. 35

2.3.1

Qu trnh hnh thnh v pht trin .................................................... 35

2.3.2
Phn tch mt s ch tiu ca cm cng thng mi thnh ph H
Ch Minh .......................................................................................................... 37
2.3.3

nh gi chung v cm cng thng mi thnh ph H Ch Minh . 40

2.3.3.1

im mnh ca cm cng thng mi thnh ph H Ch Minh ...... 40

2.3.3.2

im yu ca cm cng thng mi thnh ph H Ch Minh ......... 41

2.4

Tm tt ........................................................................................................ 42

Chng 3 : Phng php nghin cu................................................................... 43


3.1

Gii thiu ..................................................................................................... 43

3.2

Thit k nghin cu ..................................................................................... 43

3.3

Hiu chnh thang o .................................................................................... 44

3.3.1

Thang o cht lng dch v cng bin thng mi ................................... 44

3.3.2

Thang o mc hi lng ca khch hng ................................................. 46

3.4

Nghin cu chnh thc ................................................................................ 46

3.5

Tm tt ........................................................................................................ 47

Chng 4 : Kt qu nghin cu ............................................................................ 48


4.1

Gii thiu ..................................................................................................... 48

4.2

Thng tin mu ............................................................................................. 48

4.3

Phn tch nh gi s b thang o ............................................................... 50

4.3.1

H s tin cy Cronbach Alpha..................................................................... 51

4.3.1.1

Thang o cht lng dch v ............................................................ 51

4.3.1.2

Thang o khi nim mc hi lng ca khch hng ..................... 52

4.3.2

Phn tch nhn t khm ph EFA ................................................................ 53

4.3.2.1

Thang o cht lng dch v ............................................................ 53

4.3.2.2

Thang o khi nim mc hi lng ca khch hng ..................... 55

4.4

Hiu chnh li m hnh nghin cu ............................................................. 56

4.5

Kim nh gi thuyt nghin cu ................................................................ 57

4.5.1

M t c im cc thnh phn kho st trong m hnh ............................. 57

4.5.2

Phn tch hi quy tuyn tnh ........................................................................ 58

4.6

Tm tt ........................................................................................................ 60

Chng 5 : Kt lun v kin ngh ................................................................ 61


5.1

Gii thiu ..................................................................................................... 61

5.2

Kt qu chnh............................................................................................... 61

5.3
xut nng cao cht lng dch v cng bin thng mi thng qua kt
qu kho st .............................................................................................................. 64
5.3.1

xut v ngun lc................................................................................... 64

5.3.2

xut v nng lc qun l, phc v ......................................................... 65

5.4

Hn Ch v kin ngh hng nghin cu tip theo ..................................... 65

Ph lc 1 ............................................................................................................ i
Ph lc 1.1 : Bng cu hi s b ban u ................................................................... i
Ph lc 1.2 : Bng cu hi c hiu chnh theo kin ca chuyn gia, dng cho
nghin cu chnh thc ............................................................................................... vi

Ph lc 2 : Bn cng thng mi chnh ti khu vc Thnh ph H Ch


Minh ................................................................................................................. xi
Ph lc 3 : M t mu ................................................................................... xv
Ph lc 4 : Phn tch Cronbach Alpha .....................................................xviii
Ph lc 5: Phn tch nhn t khm ph EFA .......................................... xxiv
Ph lc 5.1: Phn tch nhn t khm ph EFA cho thang o cht lng dch v . xxiv
Ph lc 5.2 : Phn tch nhn t khm ph EFA cho thang o mc hi lng, tha
mn ca khch hng ............................................................................................ xxviii

Ph lc 6 : Phn tch hi quy tuyn tnh trong m hnh nghin cu .... xxix
TI LIU THAM KHO ......................................................................... xxxi

DA H SCH CC B G BIU V H H V

Bng 1.1 : Cc yu t trong m hnh SERVQUAL ................................................. 21


Bng 1.2 : Cc yu t cu thnh cht lng dch v cng bin thng mi ........... 26
Bng 2.1 : Mt s ch tiu chnh ca mt s cng thng mi chnh khu vc thnh
ph H Ch Minh ..................................................................................................... 37
Bng 2.2 : Sn lng ca cc cng thng mi chnh khu vc thnh ph H Ch
Minh nm 2005-2007 .............................................................................................. 38
Bng 4.1 : Phn b a im cng kho st .............................................................. 48
Bng 4.2: Phn b gii tnh ..................................................................................... 49
Bng 4.3 : Phn b i tng phng vn ................................................................. 49
Bng 4.4 : Phn b tn sut s dng dch v ........................................................... 50
Bng 4.5 : H s Cronbach Anpha ca cc thnh phn thang o cht lng dch v
cng bin thng mi ............................................................................................... 52
Bng 4.6 : H s Cronbach Anpha ca thnh phn thang o mc hi lng ca
khch hng ................................................................................................................ 53
Bng 4.7 : Kim nh KMO ..................................................................................... 53
Bng 4.8 : Kt qu phn tch EFA ca thang o cht lng dch v ....................... 54
Bng 4.9 : Bng tm tt c cu thang o cht lng dch v ................................. 55
Bng 4.10 : Kt qu phn tch EFA ca thang o mc hi lng ca khch hng 56
Bng 4.11 : M t c im cc thnh phn kho st .............................................. 57
Bng 4.12 : Phn tch Anova trong hi quy tuyn tnh ............................................ 60
Bng 4.13 : Kt qu hi quy tng phn ................................................................... 59

Hnh 1.1 : M hnh nghin cu .............................................................................. 26

Hnh 2.1 : Cc thit b thng c dng ti cng .................................................. 33


Hnh 3.1 : Bng tin thc hin nghin cu ......................................................... 44
Hnh 4.1 : M hnh nghin cu c hiu chnh...................................................... 57

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TM TT LU V
Lun vn tt nghip Mi quan h gia cht lng dch v cng bin v s tha
mn, hi lng ca khch hng ti thnh ph H Ch Minh c tin hnh vi mc
ch kho st nh gi ca cc khch hng v cht lng dch v ca cc cng bin
thng mi ti khu vc thnh ph H Ch Minh thng qua kim nh cc thnh
phn ca cht lng dch v cng bin thng mi, cng nh kim nh mi quan
h gia cc thnh phn ca cht lng dch v cng bin thng mi vi mc
tha mn, hi lng ca khch hng.
Phng php nghin cu c s dng trong nghin cu ny : u tin, nghin cu
s b s dng phng php nghin cu nh tnh phng vn chuyn gia, dng
khm ph, iu chnh v b sung m hnh thang o cht lng dch v cng bin
thng mi. Sau nghin cu chnh thc bng nh lng, tp mu c kch c
n = 211. Thang o c nh gi s b thng qua phng php tin cy Cronbach
alpha v phn tch nhn t khm ph tng hp cc thnh phn. M hnh l thuyt
c kim nh thng qua phng php phn tch hi quy tuyn tnh bi.
Theo kt qu nghin cu ny c bng chng cho thy cht lng dch v cng bin
thng mi ti khu vc thnh ph H Ch Minh bao gm 3 thnh phn, l (1)
nng lc qun l, phc v c o lng bng 13 bin quan st, (2) qu trnh phc
v c o lng bng 6 bin quan st, (3) ngun lc c o lng bng 5 bin
quan st. Tuy nhin, ch c hai thnh phn (nng lc qun l, phc v; ngun lc)
l c mi quan h tuyn tnh, c ngha gii thch s hi lng, tha mn ca khch
hng. ngha ca kt qu ny l tuy cht lng dch v c nh gi bi ba thnh
phn, nhng hin ti th trng thnh ph H Ch Minh th vic tha mn nhu cu
ca khch hng ch yu da vo nng lc qun l, phc v v ngun lc. Tuy nhin
cng cn lu y ch l s u tin ci thin, cc thnh phn cn li cng khng
km phn quan trng trong vic nh gi m nghin cu ny cha tm ra.

11

Mc tiu ti
ti c thc hin nhm mc tiu kho st nh gi ca cc khch hng v cht
lng dch v ca cc cng bin thng mi ti khu vc thnh ph H Ch Minh
thng qua mc tha mn, hi lng ca khch hng.
t c mc tiu c bn trn, ti s hng vo nghin cu c th cc vn
sau:
-

Kim nh cc thnh phn ca thang o cht lng dch v cng bin thng
mi

Kim nh mi quan h gia cc thnh phn ca thang o cht lng dch v


cng bin thng mi vi mc tha mn, hi lng ca khch hng.

a ra xut nhm ci thin, nng cao cht lng dch v cng bin
thng mi tng mc tha mn, hi lng ca khch hng.

Phng php v phm vi nghin cu


Nghin cu c thc hin trn c s nh gi ca cc khch hng s dng cc
dch v ti bn cng bin thng mi chnh ti khu vc thnh ph H Ch Minh.
V mt phng php nghin cu, ti c thc hin theo hai bc: u tin
nghin cu s b s dng phng php nghin cu nh tnh phng vn chuyn gia
v sau nghin cu chnh thc s dng phng php nghin cu nh lng
kim nh l thuyt
Cch thc ly mu trong nghin cu c s theo phng php quota v trong tng
quota s c chn mu theo thun tin.

ngha thc hin ti


ti c ngha trong thc tin v nghin cu pht trin ngnh cng bin thng
mi Vit Nam c th hin qua cc im sau.

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Kt qu gip cho cc nh qun l thy c hin trng v cht lng dch v


cng bin thng mi khu vc thnh ph H Ch Minh, l c s ci tin,
nng cao cht lng dch v
Gp phn cung cp thng tin v cc yu t o lng cht lng dch v
m khch hng mong mun nhn c t pha cc cng bin thng mi.
Bn cnh , kt qu nghin cu cn a ra b thang o nh gi cht
lng dch v cng bin thng mi t pha khch hng cho th trng Vit
Nam. B thang ny s c hiu chnh, b sung v kim nh ph hp vi
tnh hnh Vit Nam trong cc nghin cu tip theo.

Cu trc ca lun vn
Lun vn ny c chia thnh nm chng. Chng mt trnh by cc c s l
thuyt v cht lng, cht lng trong dch v t xy dng m hnh o lng v
m hnh l thuyt cho nghin cu, gii thiu tng qut v ti nghin cu.
Chng hai gii thiu s lc v H thng cng bin thng mi ti khu vc thnh
ph H Ch Minh. Chng ba trnh by phng php nghin cu kim nh
thang o v m hnh l thuyt cng cc gi thuyt ra. Chng bn trnh by
phng php phn tch thng tin v kt qu nghin cu. Cui cng, chng nm
tm tt nhng kt qu chnh ca nghin cu, nhng xut, ng gp, hm
nghin cu cho cc nh qun l cng nh nhng hn ch ca nghin cu nh
hng cho nhng nghin cu tip theo.

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Chng 1 : C s l thuyt
1.1 Gii thiu
Trn y gii thiu s lc v s cn thit v ngha ca vic thc hin nghin
cu o lng cc thnh phn trong cht lng dch v cng bin thng mi. Mc
ch ca chng ny l trnh by cc vn v l thuyt lnh vc dch v, cht
lng dch v v nghin cu trc y v cht lng dch v cng bin thng mi.
T , s xy dng m hnh nghin cu v rt ra cc yu t tin cho vic o
lng cht lng dch v cng bin thng mi. Chng ny gm ba phn chnh:
(1) cht lng, (2) dch v v cht lng dch v, (3) M hnh nghin cu v cc gi
thuyt.

1.2 Cht lng


1.2.1 Lch s pht trin cht lng
C th ni lch s cht lng bt ngun t ngi Ai Cp c i, nhng ngi to
nn cc sn phNm cht lng l nhng bc tranh trn tng v kim t thp v i.
Khi nim bo m cht lng, vn thng gn lin vi mt s dng thc o lng
v hot ng kim tra, c nhng ngi th th cng lnh ngh, nhng ngi hot
ng nh c nh sn xut v kim tra, duy tr sut thi Trung C chu u v tip
tc mi n u th k 20. Trong sut nhng nm u th k, cc nh qun l v
gim st sn xut trong nhng nh my ln chu trch nhim p ng nhng yu
cu v cht lng v h cng thc hin bo m cht lng lin quan n cng vic
ca mnh, hay t kim tra. Trong nhng ca hiu nh, ngi ch, ng thi cng
l th c, chu trch nhim lp k hoch cng vic, bao gm c cht lng, hun
luyn cng nhn v kim tra cng vic ca h nhm m bo cht lng sn phNm
lm ra.
Nhng nm u th k 20 chng kin s khi u ca mt k nguyn v nng sut
lao ng c thc Ny bi mt tro lu c tn l qun l khoa hc do nh k tr
ngi M Frederick W. Taylor lp ra. Taylor a ra sng kin ca mnh v mt trit

14

l sn xut mi, tn l H thng Taylor, dn n s thay i c bn trong thc tin


qun l, l s tch ri chc nng hoch nh khi thc hin. C th, Taylor giao
chc nng hoch nh cho cc nh qun l v k s trong khi cc gim st v cng
nhn b gii hn vi chc nng thc hin cng vic. Cc tip cn qun l ny dn
n thnh cng to ln trong vic nng cao nng sut lao ng, v c cc cng ty
Hoa K p dng rng ri. N cng dn n mt thc t l vi vic phn tch cng
vic thnh nhng nhim v c th v tp trung nng cao hiu qu, vic bo m
cht lng ch l trch nhim ca cc nh kim tra v v th kim tra l phng
php kim sot cht lng hay c s dng nht. Trong thp nin 1920, Henry
Ford cng ty Ford Motors pht trin nhiu nguyn l qun tr cht lng v vit
li trong cun sch ca ng c tn l Cuc i v cng vic ca ti m ngi Nht
Bn xem nh sch gi u ging ca h. Vi vic gii thiu phng php sn
xut hng lot trn h thng dy chuyn sn phNm ca Ford Motors, thnh tu t
c khng ch l chi ph gim m cn l mt vi tht bi v cht lng do mt s
lng ph trong qu trnh sn xut. Trong giai on ny, cc phng kim tra trung
tm pht trin thnh nhng phng cht lng ring bit v nhiu nh qun l cp
cao chuyn s quan tm ca mnh sang s lng v hiu qu u ra ca sn xut.
H qu l, h km chuNn b i ph vi khng hong v cht lng sn phNm do
kin thc t i ca mnh v cht lng.
Th chin II c nh hng su sc n cch tip cn ca ngi M v qun l cht
lng. Khi Hoa K tham gia Th chin II vo cui thp nin 1930, nhng yu cu
v cht lng i vi hng ha qun s c ch trng vi vic gii thiu nhng
kha o to min ph v s dng cc cng c thng k, c bit l cc biu
kim sot v bng ly mu da trn l thuyt xc sut. H qu l, kim sot cht
lng s dng thng k tr nn ni ting v dn c chp nhn trong cc nghnh
sn xut. Sau Th chin II, Hoa K thiu trm trng cc mt hng dn s do hng
ha qun s nhn c u tin trong vic phn b nh xng, nguyn vt liu, nhn
cng v cc loi dch v trong sut thi chin. H qu l, cc nh qun l cp cao
ch quan tm n sn xut thay v cht lng v h cng t quan tm n ci tin

15

cht lng hay ngn nga li trong sn xut, v ch da phn ln vo kim tra i
lot. Tri li vi Hoa K, Nht Bn, nc thua trn trong Th chin II, n lc t
c nhng thnh tu ln thng qua thng mi. Trc y, sn phNm lm ti Nht
c ting xu l r, tin cy km v c cht lng thp, v v vy cc gim c
ngi Nht sn sng thc hin nhng thay i c bn nhm ci thin danh ting cho
sn phNm ca h. Nhm t c thnh cng v cht lng sn phNm, ngi Nht
thc hin mt chng trnh tng hp vi cc hot ng ng thi. Mt mt, h gi
ngi ra nc ngoi hc cch ngoi quc gt hi thnh cng v cht lng v
chuyn ng nhng kinh nghim ny thnh ting Nht cc cng ty trong nc p
dng. Mt khc, thng qua Keidanren (Lin on cc t chc kinh t Nht Bn) v
JUSE (Cng on cc k s v khoa hc gia Nht Bn) h mi 2 chuyn gia Hoa
K l W. E. Deming v J. M. Juran ging dy v ci tin cht lng. Hai nh t vn
ny khng ch gii thiu cc k thut kim sot cht lng s dng thng k cho
ngi Nht m cn ch trng vo qun tr cp cao thay v ch cc chuyn gia cht
lng nh mt phn trong chng trnh o to ca h. Vi cc bi ging ca
Deming v Juran v s h tr ca lnh o cp cao, ngi Nht nhanh chng nhn
ra li ch ca vic ci tin cht lng v a cht lng vo ton b t chc ca h,
cng nh pht trin vn ha lin tc ci tin (hay Kaizen trong ting Nht). Mc d
phi mt khong 20 nm th cht lng sn phNm Nht mi c ci tin, n thp
nin 1970 cc cng ty Nht Bn gt hi nhng ma v cht lng bi thu vi
nhng sn phNm ni ting v cht lng cao ca mnh. H qu l, sn phNm Nht
thm nhp su vo cc th trng phng Ty, v ng thi to ra s quan tm ng
k trn th gii v phng thc qun tr cht lng ca Nht Bn. S thn k ca
ngi Nht do cuc cch mng v cht lng ti Nht Bn to ra c cng nhn
c cc lnh vc sn xut v dch v. Vi bi hc t Nht Bn, nhn thc v cht
lng pht trin nhanh chng phng Ty trong sut nhng thp k qua, c
bit l Hoa K. Nhiu trng v c s gio dc i hc a vo chng trnh
ging dy cc h thng qun l ca ngi Nht, chng hn nh Kaizen umbrella, v

16

chng thc s ng gp rt ng k vo kho tng kin thc v hiu bit v ci tin


cht lng.

1.2.2 Tm quan trng chin lc ca cht lng


Cht lng hin nhin c tm quan trng chin lc i vi hot ng ca doanh
nghip. Cht lng chnh l im to ra s khc bit cho mt sn phNm t nhng
sn phNm cnh tranh khc. N cung cp cho doanh nghip mt li th cnh tranh
bn vng v gip to ra li nhun trn mc trung bnh. Mt sn phNm hay dch v
c cht lng cao hn i th cnh tranh c th gip gia tng th phn ca doanh
nghip v ci thin nhn thc ca khch hng v sn phNm hay dch v y.
Cht lng c m t l yu t quan trng nht dn n tng trng kinh t ca
doanh nghip trn cc th trng th gii. Ngy nay, khng c g nghi ng rng
cht lng sn phNm v dch v l yu t c bn ca sc khe kinh doanh, tng
trng v tnh bn vng kinh t. John Young, Ch tch ca Hewlett-Packard tng
pht biu rng Trong mi trng cnh tranh ngy nay, b qua vn cht lng
cng ng ngha vi t st. ng cng tin tng rng cam kt mnh m v cht
lng l cch tt nht gim chi ph, tng doanh s v gia tng li nhun. Ngi
ta cng ghi li c rng nhng cng ty Hoa K sinh li v c qun l tt nht
u ch trng vo cht lng sn phNm v dch v.
Vic cht lng gip nng cao nng sut v gim chi ph c tha nhn rng
ri. Bng cch ci tin cht lng, nng sut cng s c ci thin, v nh vy
doanh nghip s tn ti. ng nh vy, cht lng c th lm gim chi ph v nng
cao nng sut bng nhiu cch. Loi tr khuyt tt v li lm gim gi cng lao
ng v chi ph kim tra. Gim thiu ph liu v lng ph lm h chi ph nguyn vt
liu. t than phin v bo hnh lm gim nguyn liu v nhn cng cn thit sa
cha nhng sn phNm c khuyt tt. Cht lng cng c nh hng n doanh s
v th phn ca doanh nghip. Mi quan h gia cht lng v th phn s ty thuc
vo cch cht lng c nh ngha. Nu mt sn phNm cht lng cao l da vo

17

nhng c tnh hot ng u vit ca n, thng thng n s t hn v c bn


vi s lng t hn. Nu cht lng c nh ngha l tnh thNm m th khng nht
thit cht lng cao hn s i km vi gi cao hn. Trong trng hp , cht
lng v th phn c th c mi lin h tch cc vi nhau. mt phng din khc,
ngi ta nhn thy rng danh ting v cht lng cao hn s lm gim tnh co gin
ca nhu cu v v vy cc doanh nghip s c c hi a ra mc gi bn cao hn
v kim li nhiu hn. Mt sn phNm c ting v cht lng cao s to nn nhiu c
hi gia tng doanh s v th phn. Ngay c khi nng cao cht lng yu cu nhiu
nguyn vt liu v qu trnh sn xut tn km hn, s khc bit v gi s b p li
chi ph. V vy, ci tin cht lng l mt cch hu hiu to nn th phn. Chnh
v vy, nhng tc ng ca cht lng to nn chi ph gim, nng sut, doanh s v
th phn tng cui cng s dn n gia tng li nhun kinh doanh cho doanh nghip.
Tm li, ci tin cht lng c tm quan trng chin lc i vi bt k doanh
nghip kinh doanh no, c sn xut v dch v. Bng cch ci tin cht lng sn
phNm v dch v, cc doanh nghip s hu c hi vng gim chi ph v nng cao
nng sut, gia tng doanh s, th phn v li nhun. Ci tin cht lng cng ng
thi c xem l mt chin lc lm khc bit nhm t c li th cnh tranh
cho doanh nghip, c bit vi s cnh tranh khc lit cc th trng trn th gii
ngy nay.

1.3 Dch v v cht lng dch v


1.3.1 nh ngha
Hin nay, c nhiu tranh lun v khi nim dch v. n nay c rt nhiu khi nim
v dch v. Sau y l mt s khi nim:
Philip Kotler nh ngha dch v nh sau: Dch v l mi hnh ng v kt
qu m mt bn c th cung cp cho bn kia v ch yu l v hnh v khng
dn n quyn s hu ci g . Sn phNm ca n c th c hay khng gn
lin vi sn phNm vt cht .v.v.v

18

Dch v l nhng lao v c thc hin khng lin quan n sn xut hng
ha. (Theo t in ting c).
Dch v theo ngha hp l nhng hot ng khng sn xut ra ca ci vt
cht, do nhng ngi b sc lao ng cung cp hiu qu v hnh m khng
c sn phNm hu hnhTheo ngha rng, l nhng hot ng a lao
ng sng vo sn phNm vt cht tha mn nhu cu no ca ngi
khc. (Theo t in Kinh t th trng Trung Quc).
Dch v l s phc v gp phn p ng cc nhu cu ca c nhn hay tp th
khc vi th thc chuyn quyn s hu mt th ca ci vt cht no .
(Theo t in thut ng kinh t ti chnh).
Dch v l mt sn phNm kinh t khng phi l mt vt phNm m l cng vic
ca con ngi di hnh thi l lao ng th lc, kin thc v k nng
chuyn nghip, kh nng t chc v thng mi.(Gio trnh kinh t cc
ngnh thng mi dch v_Trng i hc Kinh t Quc dn 2003).
Sn phNm dch v c c im v hnh, khng th cn o ong m v rt kh kim
sot cht lng; khng ng nht thay i theo khch hng, theo thi gian; khng
th tch ly, nht l nhng dch v c hm lng lao ng cao v khng th tn kho.

1.3.2 Cht lng dch v


Cht lng hng ha l hu hnh v c th o lng bi cc tiu ch khch quan
nh: tnh nng, c tnh v bn. Tuy nhin cht lng dch v l v hnh. Khch
hng nhn c sn phNm ny thng qua cc hot ng giao tip, nhn thng tin v
cm nhn. c im ni bt l khch hng ch c th nh gi c ton b cht
lng ca nhng dch v sau khi mua v s dng chng. Do , ti liu xc
nh cht lng dch v da theo: ch quan, thi , v kh nng nhn bit.
Zeithaml (1987) gii thch: Cht lng dch v l s nh gi ca khch hng v
tnh siu vit v s tuyt vi ni chung ca mt thc th. 5 l mt dng ca thi

19

v cc h qu t mt s so snh gia nhng g c mong i v nhn thc v


nhng th ta nhn c.
Lewis v Booms pht biu: Dch v l mt s o lng mc dch v c a
n khch hng tng xng vi mong i ca khch hng tt n u. Vic to ra
mt dch v cht lng ngha l p ng mong i ca khch hng mt cch ng
nht.
Trong nhiu phn tch v cht lng dch v th chng ta thy r gi di y
v cht lng dch v:
1. N kh nh gi hn cht lng sn phNm hu hnh
2. Nhn thc v cht lng dch v l kt qu ca qu trnh so snh gia mong
i ca khch hng vi nhng hot ng c th ca t chc nhm p ng
nhng mong i
3. Nhng nh gi ca cht lng khng ch c to ra t dch v n cn bao
gm nhng nh gi v qu trnh thc thi dch v
Parasurman, Zeithaml and Berry (1985, 1988) nh ngha Cht lng dch v c
xem nh khong cch gia mong i v dch v v nhn thc ca khch hng khi
s dng dch v.
Nhn nh ny chng t r rng cht lng dch v lin quan n nhng mong i
ca khch hng v nhn thc ca h v dch v. Parasuraman (1991) gii thch rng
bit c s d on ca khch hng th tt nht l nhn dng v thu hiu
nhng mong i ca h. Vic pht trin mt h thng xc nh c nhng mong
i ca khch hng l cn thit. V ngay sau ta mi c mt chin lc cht
lng cho dch v c hiu qu.

20

1.4 M hnh nghin cu v cc gi thuyt


1.4.1 M hnh cht lng dch v
Ngy nay, c hai m hnh thng dng c dng nh gi cht lng dch v l
m hnh Gronroos (1984b) cho rng cht lng dch v c nh gi trn hai kha
cnh, (1) cht lng k thut v (2) cht lng chc nng; v m hnh Parasuraman
et, al. (1985) cht lng dch v c nh gi da vo nm khc bit (gap).
Nhng c l m hnh Parasuraman et, al c s dng ph bin hn c, bi tnh c
th, chi tit v cng c nh gi.
M hnh nm khc bit l m hnh tng qut, mang tnh cht l thuyt v cht lng
dch v. c th thc hnh c, Parasuraman et al. c gng xy dng thang
o dng nh ga cht lng trong lnh vc dch v, theo ng bt k dch v no
cht lng cng c khch hng cm nhn da trn 10 thnh phn sau:
1. Tin cy (Reliability): L kh nng thc hin dch v ph hp v ng thi
hn ngay ln u tin .
2. p ng (Responsiveness): s sn sng ca cc nhn vin nhm gip
khch hng. i hi nhng ngi nhn vin nhit tnh v c kh nng,
3. Nng lc phc v (Competence): i hi k nng v kin thc cung cp
dch v mong i ti tt c cc cp trong t chc.
4. Tip cn (Access) : lin quan n s d dng trong lin lc, gi gic thun
tin, gim thiu thi gian ch i, v mc c th tip cn ca khch hng
5. Truyn thng (Communication): lin quan n ngn ng m khch hng c
th hiu v lng khch hng mt cch chn thnh.
6. Lch s (Courtesy): tn trng, quan tm v thn thin vi cc khch hng
7. Tn nhim (Credibility): to lng tin cho khch hng l h tin cy vo cng
ty.

21

8. An ton (Security): kh nng m bo s an ton khch hng, th hin qua


s an ton v vt cht, ti chnh, bo mt thng tin.
9. Hiu bit v khch hng (Understanding): kh nng hiu bit nhu cu ca
khch hng thng qua vic tm hiu nhng i hi ca khch hng, quan tm
n h.
10. Phng tin hu hnh (tangibles): bao gm cc loi ti sn nh ti sn hu
hnh, v hnh, ngoi hnh, trang phc ca nhn vin.
M hnh ny c u im bao qut hu ht mi kha cnh ca dch v, tuy nhin rt
kh khn trong vic nh gi v phn tch. Nm 1988, Parasuraman et al hiu
chnh li v hnh thnh m hnh mi gm nm thnh phn. l m hnh
SERVQUAL.
nh ngha cc yu t trong m hnh SERVQUAL
Bng 1.1 : Cc yu t trong m hnh SERVQUAL

Cc ch tiu

nh ngha

Tin cy (Reliability)

Th hin qua kh nng thc hin dch v ph hp v ng


thi hn ngay ln u tin. Nng lc ca nhn vin thi
hnh cc li ha mt cch chnh xc

ng Th hin qua s mong mun v sn sng ca nhn vin

(Reponsiveness)
3

Nng

lc

cung cp dch v kp thi cho khch hng

phc

v Th hin qua trnh chuyn mn v cung cch phc v

(assurance)

vi khch hng

ng cm (empathy)

Th hin s quan tm chm sc n tng c nhn khch


hng

Phng

tin

hnh(Tangibles)

hu Bao gm nhng ti sn vt cht, trang thit b

22

Nhiu nh nghin cu khc cng thc hin m hnh 5 thnh phn cht lng
dch v ti nhiu lnh vc dch v cng nh nhiu th trng khc nhau. Kt qu
gim nh cho thy cht lng dch v khng thng nht vi nhau tng ngnh
dch v khc nhau. Mt vn na c t ra l tm quan trng ca tng thnh
phn cht lng dch v i vi s tha mn ca khch hng. V vy, cn nhiu
nghin cu hn na trong lnh vc ny.
c nhiu nh nghin cu p dng m hnh SERQUAL ca Parasuraman et al
(1988) o lng cht lng dch v trong ngnh cng bin (nh Durvasula and
Mehta, 1999; Mehta and Durvasula, 1998). Theo Babakus and Boller (1992), cn c
mt thang o cht lng dch v c th cho ring tng ngnh.
Thi Vn Vinh & Devinder Grewal (2005) da vo nghin cu nh tnh, l thuyt
dch v, cht lng dch v, v thanh o SERQUAL a ra thang o c th gm su
thnh phn ca cht lng dch v cng bin : (1) Ngun lc,(2) nng lc phc
v,(3) qu trnh phc v, (4) nng lc qun l, (5) hnh nh v thng hiu,(6)
trch nhim x hi. Tuy nhin do thang o ca Thi Vn Vinh & Devinder Grewal
(2005) pht trin v kim nh c, mi trng kinh t v iu kin pht trin ca
h thng cng bin thng mi khc vi tnh hnh ti Vit Nam. V vy, nghin cu
nh tnh c thc hin thng qua k thut phng vn chuyn gia iu chnh v
b sung cc thnh phn ca cht lng dch v cng bin thng mi ti Vit Nam.
Trong vi thp k qua th cc cng ty cung cp dch v cng bin thng mi
nhn thc tm quan trng ca cht lng dch v t cc li th trong cnh tranh.
Theo nghin cu ca Thi Vn Vinh & Devinder Grewal (2005) v cht lng dch
v cng bin thng mi ti c, cht lng dch v cng bin thng mi c o
lng thng qua 06 nhm nhn t sau:
 5hm lin quan n ngun lc (Resources): Tnh sn sng ca trang thit b,
iu kin trang thit b, Kh nng theo di hng ha, C s h tng.

23

 5hm lin quan n nng lc phc v (outsources): Tc thc hin dch v,


Tnh tin cy ca dch v (thi gian giao v nhn hng), Cung cp dch v ng
nht, m bo an ton cho hng ha, chnh xc ca chng t, S a dng v
sn sng ca dch v
 5hm lin quan n qu trnh phc v (process) : Thi , cung cch phc v
ca nhn vin, Sn sng p ng yu cu ca khch hng, Kin thc v yu cu,
nhu cu ca khch hng, ng dng cng ngh thng tin trong dch v khch
hng
 5hm lin quan n nng lc qun l(Management) : ng dng cng ngh
thng tin trong khai thc, Hiu qu trong khai thc v qun l, Trnh qun l
v khai thc nh kh nng xp d, Thu hiu nhu cu ca khch hng, Tip tc
ci tin hng n nhu cu khch hng.
 5hm lin quan n hnh nh/uy tn(Image): Uy tn, tin cy ca Cng trn th
trng
 5hm lin quan n trch nhim x hi(Responsibility): Cch ng x, trch
nhim i vi an ton trong khai thc.
Bng 1.2 : Cc thnh phn cu thnh thang o cht lng dch v cng bin
thng mi - Thi Vn Vinh & Devinder Grewal (2005)
Cc thnh phn chnh

 Cc yu t cu thnh(item)

Ngun lc (Resources)

 Tnh sn sng ca trang thit b


 iu kin ca trang thit b
 B tr cc khu vc
 Kh nng theo di hng ha
 iu kin v sinh bn bi
 C s h tng

Nng

lc

v(Outsources)

phc  Tc thc hin dch v


 Tnh tin cy ca dch v (thi gian giao v
nhn hng)

24

 Cung cp dch v ng nht


 Tnh hnh an ninh trt t ti cng
 Cc th tc hi quan n gin, nhanh chng
 chnh xc ca chng t
 S a dng v sn sng ca dch v
Qu

trnh

phc

v  Thi , cung cch phc v ca nhn vin

(Process)

 Sn sng p ng yu cu ca khch hng


 C kin thc v yu cu, nhu cu ca khch
hng
 ng dng cng ngh thng tin trong dch v
khch hng

Nng

lc

qun

l  ng dng cng ngh thng tin trong khai

(Management)

thc
 Hiu qu trong khai thc v qun l
 Trnh qun l v khai thc nh kh nng
xp d
 Thu hiu nhu cu ca khch hng
 Phn hi i vi phn nn ca khch hng
 Tip tc ci tin hng n nhu cu khch
hng

Hnh nh, uy tn (Image)


Trch

nhim

(Social responsibility)

 Uy tn, tin cy ca Cng trn th trng

hi  Cch ng x, trch nhim i vi an ton


trong khai thc
 m bo yu t mi trng trong khai thc

25

1.4.2 Mi quan h gia cht lng dch v v s tha mn ca khch


hng
Mc tiu hng u ca cc Cng ty dch v l phi tha mn nhu cu ca khch
hng nu mun c c li nhun. H s tip tc s dng dch v v s dng nhiu
hn nu c tha mn nhu cu ( Bitner & Hubbert, 1994). C nhiu quan im
khc nhau v mc tha mn ca khch hng (Oliver 1997), Bachelet (1995:81)
nh ngha s tha mn ca khch hng l mt phn ng mang tnh cm xc ca
khch hng p li vi kinh nghim ca h vi sn phNm hay dch v.
Thng thng cc nh kinh doanh dch v thng cho rng cht lng ca dch v
chnh l mc tha mn ca khch hng. Tuy nhin, nhiu nh nghin cu cho
thy, cht lng dch v v s tha mn khch hng l hai khi nim phn bit
(Zeithaml & Bitner 2000). S tha mn khch hng l mt khi nim tng qut, ni
ln s hi lng ca h khi tiu dng mt dch v. Trong khi , cht lng dch v
ch tp trung vo cc thnh phn c th ca dch v (Zeithaml & Bitner 2000).
Nhiu nh nghin cu thit lp mi quan h ny v cho thy mi quan h cht
lng dch v ny v s tha mn ca khch hng (vd. Cronin & Taylor 1992;
Spreng & Mackoy 1996). Tuy nhin, rt t nghin cu tp trung vo vic kim
nghim mc gii thch ca cc thnh phn ca cht lng dch v i vi s tha
mn ca khch hng, c bit l trong tng ngnh dch v c th (Lassar & ctg.
2000)
H : C mi quan h thun chiu gia cc thnh phn ca cht lng dch v ca
cng bin thng mi v s tha mn ca khch hng

1.4.3 M hnh nghin cu ngh


Da trn m hnh nh gi cht lng dch v cng bin thng mi ti c ca
Thi Vn Vinh & Devinder Grewal (2005) th m hnh l thuyt nghin cu c
m hnh ha di dng sau:

26

Hnh 1.1 : M hnh nghin cu ngh

1.4.4 Gi thit trong nghin cu


Nghin cu s dng Thang o cht lng dch v cng bin thng mi gm su
thnh phn : (1) Ngun lc,(2) nng lc phc v,(3) qu trnh phc v, (4) nng
lc qun l, (5) hnh nh v thng hiu,(6) trch nhim x hi (Thi Vn Vinh &
Devinder Grewal (2005)). Gi thit trong nghin cu ny l:
-

H : C mi quan h thun chiu gia cc thnh phn ca thang o cht lng


dch v ca cng bin thng mi v s tha mn, hi lng ca khch hng

1.5 Tm tt
Cht lng dch v ni chung v cht lng dch v cng bin thng mi ni
ring ph thuc vo khong cch gia mc k vng ca khch hng i vi dch
v v s cm nhn ca h i vi cc dch v nhn c. Nghin cu s dng
thang o cht lng dch v cng bin thng mi gm su thnh phn : Ngun lc,

27

nng lc phc v, qu trnh phc v, nng lc qun l, hnh nh v thng hiu,


trch nhim x hi (Thi Vn Vinh & Devinder Grewal (2005))
ng thi trong chng ny cng a ra m hnh l thuyt v cc gi thuyt v mi
quan h gia cc thnh phn ca thang o cht lng dch v cng bin thng mi
vi s tha mn, hi lng ca khch hng. Chng tip theo s gii thiu s lc v
h thng cng bin thng mi khu vc thnh ph H Ch Minh.

28

Chng 2 : Gii thiu v h thng cng bin


thng mi khu vc Thnh ph H Ch Minh
2.1 Gii thiu
Vit Nam nm bn o ng Nam bn b Thi Bnh Dng c vng lnh hi
v c quyn kinh t rng ln, vi trn 1 triu km2, gp 3 ln so vi din tch t
lin. B bin VN tri di 3.260 km, gm cc tuyn hng hi quc t xuyn u
v khu vc. Dc theo b bin c rt nhiu v tr vi iu kin t nhin l tng
xy dng cng bin. Ngnh kinh t cng bin ng vai tr tht s quan trng i vi
s nghip pht trin nn kinh t - x hi ca t nc. Ngh quyt s 03 NQ/ TW,
ngy 06/05/1993, ca B Chnh Tr kho VII, ch r:Vn ti bin cn pht trin
ng b vi cng, i tu, dch v hng hi, cng nghip sa cha ng tu. Nng
cp v xy dng mi cc cng bin t chc li mt cch hp l.

2.2 Gii thiu khi qut v cng bin


2.2.1 Khi nim
Cng bin c hiu l ni ra vo, neo u ca tu bin, l ni phc v tu b v
hng ho, l u mi giao thng quan trng ca mt nc. (Theo t in Hng hi)
Cn theo L. Kuzma : Cng bin l mt u mi vn ti lin hp m c nhiu
phng tin vn ti khc nhau chy qua, l tu bin, tu sng, xe la, t, my
bay v ng ng . khu vc cng xut hin vic xp d hng ho hoc s ln
xung tu ca khch hng gia cc tu bin v cc phng tin vn ti cn li
iu ny c ngha l xut hin s thay i phng tin vn ti trong vn chuyn
hng ho v ngi.
i vi quan im hin i, cng khng phi l im cui hoc kt thc ca qu
trnh vn ti m l im lun chuyn hng ho v khch hng. Ni cch khc, cng
nh mt mt xch trong dy chuyn vn ti. khi nim ny cng cn mang tnh

29

rng hn: nhim v kch thch li ch ca cc bn ca cng khng b gii hn bi


thi gian v khng gian. Mc ch ca mt khu vc, mt quc gia hoc nhiu quc
gia m bo ci thin cht lng ca cuc sng. Cng bin thit lp mt thnh
phn ca h thng vn ti t nc v quc t. Hot ng kinh t ca cng l hot
ng phc tp v lin hp c quan h n cc giai on cn li ca mt xch vn
ti.

2.2.2 Chc nng, phn loi v nhim v ca cng bin


2.2.2.1 Chc nng
-

Phc v tu bin : cng bin l ni ra vo, neo u ca tu, l ni cung cp cc


dch v a n tu ra vo, lai dt, cung ng du, nc ngt, v sinh, sa cha
tu

Phc v hng ho : cng phi lm nhim v xp d, giao nhn, chuyn ti, bo


qun, lu kho, ti ch, ng gi, phn phi hng ho xut nhp khNu. Cng cn
l ni tin hnh cc th tc xut nhp khNu, l ni bt u, tip tc v kt thc
qu trnh vn ti

2.2.2.2 Phn loi


Ty theo tiu chuNn, cng bin c phn thnh nhiu loi, ta c th khi qut mt
s cng chnh theo tiu chuNn phn loi. Cn c theo mc ch s dng, cng bin
c phn thnh 4 loi :
-

Cng thng mi(Commercial Port): l nhng cng dnh cho cc tu hot ng


v mc ch thng mi trong hng hi. Cng thng mi li c chia thnh
cc loi :
o Cng ni a (Inland/ domestic port)
o Cng quc t (International port)
o Cng t do (Free port)

30

Cng qun s (Military port): l nhng cng dnh cho cc tu hot ng v mc


ch qun s.

Cng nh c (Fishing port): l nhng cng dnh cho cc tu hot ng nh c.

Cng tr Nn (Ports of Reguge): l nhng cng c xy dng lm ni tr Nn


cho tu thuyn.

2.2.2.3 him v v quyn hn ca cng bin


-

Xy dng quy hoch, k hoch pht trin ca cng bin trong phm vi trch
nhim.

Phi hp hot ng ca cc t chc, c quan thc hin chc nng qun l nh


nc chuyn ngnh ti cng bin.

Kim tra, gim st vin thc hin cc quy nh ca php lut v m bo an


ton cng v lung ra vo cng.

Phi hp vi cc c quan thc hin cc hot ng tm kim, cu nn v x l


s c nhim mi trng.

Cp giy php cho tu ra vo cng v thc hin cc yu cu v bt gi v tm


gi hng hi.

Yu cu cc c nhn, c quan hu quan cung cp cc thng tin, ti liu thc


hin chc nng qun l nh nc ca cng.

2.2.2.4 Trang thit b cng


-

Bn tu : l ni u ca tu c cu trc Ke hoc cu tu (Quay hoc pier).


Chiu di v su ca bn tu ty thuc vo s lng v kch c ca cc con
tu ra vo. Trung bnh mt con tu ch 20,000 30,000 TEU i hi bn u
c chiu di 250 m 300 m v su 8 m 10 m.

Thm bn ( Apron): l khu vc b mt Ke hoc cu tu (Quay surface) st


lin vi bn tu, c chiu rng t 20 m 30 m, ph hp vi chiu ngang ca

31

chn gin cNu khung hoc loi cng c bc d khc. Thm bn c xy


dng chc chn, trn mt thm c tri nha hoc lng xi mng. Thng thng, 2
gin cNu khung c b tr hot ng dc theo bn tu v c nng lc bc d
t 40 50 chic container / gi.
-

Bi cha container (Container yard) : l ni tip nhn v lu cha container.


Bi cha container (CY) c th phn thnh mt s khu vc : khu vc b tr
container chuNn b bc xung tu, khu vc dnh tip nhn container t tu ln
b, khu vc cha container rng. Ty theo s lng container i n, lu cha
m din tch bi cha c quy m ln. Thng thng, tng ng vi chiu di
300 m Ke, din tch bi cha chim khong 105,000 m2.

Trm container lm hng l (Container Freight Station) : l ni tin hnh nghip


v chuyn ch hng l, n c chc nng :
o Tip nhn cc l hng l ca ch hng t ni a, lu kho, phn loi v giao
tr hng cho cc ch hng l.
o Tip nhn cc container hng l, rt hng ra, phn loi, ti ng hng vo
container v gi tip hng n ch. Trm lm hng l container (CFS)
thng c b tr bn ngoi, st bi cha container, ti ni cao ro v c
kho cha tm c mi che, thun li cho vic lm hng, ng hng vo v
rt hng ra khi container, di s kim sot ca hi quan.

Cng thng quan ni a (Inland Clearance Depot ICD): l khu vc c th


trong ni a, c dng lm ni cha, xp d, giao nhn hng ho, container,
lm th tc hi quan, th tc xut nhp khNu. ICD c c quan hi quan v hot
ng nh mt cng nn ngi ta gi ICD l cng cn hay cng kh (Dry Port).

Cng c phc v vn chuyn, xp d hng ho gm: cNu trc t hnh, cn cNu


dn bnh lp (Rubber tyred Gantry Crane), cn cNu gin (Ship shore Gantry
Crane), cn cNu chn , xe nng hng bnh lp, xe khung nng bnh lp, xe

32

xp tng (Stacker), Xe nng chp trn (Toplift stuck), my bm ht hng ri


hng lng, bng chuyn, t, u ko, Chassis, Container , Paller
Hnh 2.1 : Cc thit b thng c dng ti cng

33

34

2.2.3 Cc dch v cng bin thng mi


Cc dch v phc v tu bin:
-

L ni ra vo neo u ca tu

Cung cp cc dch v a n tu ra, vo, lai dt, cung ng, v sinh sa


cha nh tu bin.

Lp k hoch xp d ca tu.

Cc dch v phc v hng ha:


-

Chuyn tip hng ha trong phng tin vn ti lin hp

Xp d, kim m container t b ln tu v t b xung tu.

Giao/ nhn container cho/ t khch hng.

Xp d, lu bi v bo qun container.

ng / rt rut hng vo/ ra khi container.

Giao/ nhn hng cho/ t khch hng.

Ngoi ra cng bin thng mi cn cung cp cc hot ng khc nh:


-

Vn chuyn ni a bng cc phng tin vn ti khc nhau.

Bo co vi cc hng tu v s lng container giao nhn trong cng

Thng tin in t trc tuyn cho hng tu nhm to iu kin thun li cho
vic trao i thng tin trc tip gia hng tu v cng.

Pht hnh cc loi giy t giao nhn container v hng ha xut nhp
khNu cng nh m bo tnh hp l ca cc loi giy t ny.

2.2.4 i tng khch hng ca cng bin thng mi


Nhng nh xut nhp khNu hng ha:
-

Nhng nh xut nhp khNu trc tip: hng ha ca h c s cnh tranh cao
trn th trng th gii th thi gian giao nhn hng ti cng i vi h ht
sc quan trng bi v mc cung cu hng ha trn th trng c nh
hng nhiu ti gi c tiu th hng ho . Do i vi nhng khch
hng ny, h cn xp d hng nhanh chng, i hi thit b ca cng phi
hin i, th tc hnh chnh nhanh chng tin li.

35

Nhng nh xut nhp khNu y thc : hng ho ca h xut nhp l h nhn


y thc ca cc t chc hay c nhn. Tuy cng mang tnh thi v hoc c
quyn nhng nhng khch hng ny ngoi vic quan tm n thi gian giao
nhn (do sc p ca ngi y thc) h cn ch trng n chi ph. Bi v li
nhun ca h: gi cc - chi ph giao nhn. V vy h thng chn nhng
cng c chi ph thp hn mc d thi gian c th lu hn mt cht.

Nh sn xut v dch v : Vi nhng khch hng ny thi gian giao nhn i


vi h khng phi l c bit quan trng ( Mc d h cng ch trng ti cc
yu t gy phin h lm mt thi gian i li ca h). Nhng iu h quan tm
nht l an ton ca hng ha khi v ti kho. Chnh v vy h rt ch trng ti
iu kin k thut, cng ngh, cht lng xp d v cht lng bo qun hng
ca cng, trnh ti a s h hng hng ho (thng gi thnh ca hng ho rt
cao nht l cc dn my mc thit b mi).
Cc hng tu, nh i l vn ti: y l nhng khch hng rt quan trng ca
cng. Vic phc v tt nhm gy n tng tt vi i l vn ti ca cng, to
iu kin cho cc nh i l pht trin tt cng chnh l to iu kin cng
khuych trng hot ng. iu ny cho thy mi quan h ca cng vi cc nh
i l vn ti l mi quan h hu c, mt thit vi nhau.

2.3 Gii thiu cm cng thnh ph H Ch Minh


2.3.1 Qu trnh hnh thnh v pht trin
Ton b cm cng thnh ph H Ch Minh lc mi hnh thnh ch c Thng cng
Si Gn (cng Si Gn ngy nay) do thc dn Php xy dng vo cui th k 19
vi mc ch to s thun li cho vic vn chuyn ti nguyn khai thc thuc a
v mu quc Php. Sau ny phc v cho chin tranh xm lc thc dn Php,
quc M ln lt cho xy dng Tng kho xng du Nh B v Tn Cng. t
nc c hon ton gii phng, tri qua thi bao cp vi nhiu kh khn n thi
k i mi vi s pht trin nhanh chng ca nn kinh t nc ta. c bit trong
phi k n s tng trng vt bt ca thnh ph H Ch Minh v Vng kinh t

36

trng im pha Nam. Theo pht trin ca nn kinh t, hng lot cng bin nm
dc 2 con sng Si Gn, Nh B ra i nhm p ng cho nhu cu vn ti, lun
chuyn hng ho ca nn kinh t.
Hin nay s cng trong cm cng thnh ph H Ch Minh ln ti 22 cng ln
nh khc nhau vi 33 cu cng, trong c by cng thng mi chnh
1. Cng Tn Cng Ct Li
2. Cng Si Gn
3. Cng Tn Thun ng
4. Cng Bn Ngh
5. Cng VICT
6. Cng Rau qu
7. Cng Bng Sen
(Cc Cng thng mi chnh khu vc thnh ph H Ch Minh c lit k theo
th t t thng lu n h lu)

37

2.3.2 Phn tch mt s ch tiu ca cm cng thng mi thnh ph H


Ch Minh
Bng 2.1 :Mt s ch tiu chnh ca cc cng thng mi chnh khu vc
thnh ph H Ch Minh
Quy m
v nng
lc
Din
tch khu
t (ha)
S bn
Tng
chiu
di bn
Chiu
su ti
a (m)
C tu
DWT

Cc Cng thng mi chnh khu vc thnh ph H Ch Minh th t t


thng lu n h lu
Tn
Tn
Bn
Bng
Cng - Si Gn Thun
VICT
Rau Qu
ngh
Sen
Ct Li
ng
204

50

2.95

32

20

7.24

15

20

1,787

2,685

149

816

678

222

300

12

11

9.5

14.5

10

11.5

12.5

30,000

30,000

10,000

30,000

30,000

20,000

16,000

(5gun: Hip Hi Cng Bin Vit 5am, 2007)

38

Bng 2.2 : Sn lng ca cc cng thng mi chnh khu vc thnh ph H


Ch Minh nm 2005-2007

Sn lng
Nm 2005
Tn (1,000
MT)
- Nhp
- Xut
- Ni
a
Container (
1,000 TEUs)
Nm 2006
Tn (1.000
MT)
- Nhp
- Xut
- Ni
a
Container (
1,000 TEUs)
Nm 2007
Tn (1.000
MT)
- Nhp
- Xut
- Ni
a
Container (
1,000 TEUs)

Cc Cng thng mi chnh khu vc thnh ph H Ch Minh th t


t thng lu n h lu
Tn
T.T
Bn
Rau
Bng
CngSi Gn
VICT
ng
Qu
Sen
ngh
Ct Li
14,570

10,744

304

3,384

869

800

6,330
7,604

4,965
2,549

300

1,468
454

373
375

700
100

636

3,230

1,462

121

1,056

284

20,000

11,127

315

3,680

991

865

9,192
9,958

6,286
2,016

257

1,033
223

418
476

705
160

850

2,825

58

2,424

97

1,470

220

25,600

13,618

531

4,059

991

1,200

12,660
12,540

7,307
2,114

444

998
180

418
475

1,130
50

400

4,197

87

2,881

98

20

1,800

350

164

191

218

376

21

446

17

560

(5gun: Hip Hi Cng Bin Vit 5am, 2007)


 Mt bng kho bi : Vi s m rng, xy mi ca cc cng thng mi thuc
cm cng thnh ph H Ch Minh, din tch mt bng tng lin tc t mc
tng bnh qun trong giai on 2005 2007 l trn 10%. Tuy nhin, din tch

39

kho tri st tht thng tng rt mnh. Tng phn vi din tch kho, din tch
bi tng u qua cc nm. Nguyn nhn ca tnh trng ny l do trong nhng
nm gn y cc cng thng mi thuc cm cng thnh ph H Ch Minh
tip cn vi xu hng container ho nn hn ch xy kho, mt s cng nh
cng Si Gn, cng Bn Ngh cn ph kho lm thnh bi cha container.
 Cu cng, chiu di cu cng: S cu cng khu vc cm cng thnh ph H
Ch Minh tng lin tc qua cc nm vi mc tng bnh qun trong giai on
(2005 2007) l gn 12% /nm trong khi trong cng thi im ny chiu di
cu cng li tng lin tc vi mc tng 15% /nm. S d c iu ny l do mt
s cng nng cp, m rng cu cng. Tn Cng - Ct Li (qun 9, thnh ph
H Ch Minh), ni ang pht trin tr thnh cng container c quy m ln vi
din tch 80 ha, 973m cu tu hin hu v 300m cu tu ang xy dng ca
Cng ty C phn Cng Ct Li, 2 bn s lan, 3 bn phao, 15 cNu dn di ng
sc nng 40 tn, 4 cNu b 36 tn, 33 cNu khung 35 tn, 48 xe nng container
hng v rng, 7 tu lai, 140 u ko v 150 phng tin h tr cc loi c
nh gi l hin i v phong ph nht hin nay trong c nc.
 Nng lc bc xp v sn lng thng qua: Do nhng nm trc y, cng bin
l 1 trong nhng ngnh t mc li nhun cao ca nn kinh t. Do , cc c
quan hu quan trong v ngoi ngnh hng hi, cc n v kinh t nc ngoi
lin tc u t vo xy dng cu cng, mua sm thit b bc xp hin i lm
cho nng lc bc xp ca cm cng tng lin tc vi mc tng trng bnh
qun trong giai on (2005 2007) l 30% /nm. Nhng vn khng theo kp
vi tc tng sn lng thng qua cc cng thuc cm cng thnh ph H Ch
Minh trong giai on (2005 2007) tng mnh t trn 20% / nm. n c nh
tnh trng tc nghn hng ha xy ra thng xuyn ti cc cng trn a bn
thnh ph H Ch Minh vo nm 2007 l do khu vc ny c qu t cng, nhng
phi gng mnh gnh n 65% lng hng ha lu thng bng ng bin

40

ca ton quc. Thnh ph H Ch Minh cng c qu t cng phc v cc tu


30,000 DWT tr ln, trong khi a s tu ra vo y u l tu c ln.
 Doanh thu: mc tng trng ca doanh thu cm cng bin thng mi khu vc
thnh ph H Ch Minh tng rt nhanh trong cc nm 2005-2007 do sn lng
tng nhanh. Thm vo tc container ha tng nhanh cng gip doanh thu
tng nhanh.

2.3.3 nh gi chung v cm cng thng mi thnh ph H Ch Minh


2.3.3.1 im mnh ca cm cng thng mi thnh ph H Ch Minh
-

Mc c gii ho, hin i ho ca cc cng thng mi thuc cm cng


thnh ph H Ch Minh l cao nht trong cc cm cng khc ca nc ta. Cc
cng chnh c trnh c gii ho, hin i ho ngang mc trung bnh ca
cc nc trong khu vc.

Cc cng thng mi ti khu vc thnh ph H Ch Minh hnh thnh t rt


lu, c lc lng lao ng tay ngh cao c trnh v kh nng ng dng cng
ngh tin tin nht vo qun l, iu hnh v thc hin cng vic bc xp ti
cng.

C s h tng ca cc cng thng mi khu vc thnh ph H Ch Minh tng


i tt, li thng xuyn c nng cp, sa cha nn rt thun li cho vic
khai thc hng.

Vi mng li ch hng, ch tu rng ln trong nc cng nh quc t tp


trung khu vc cng thnh ph H Ch Minh to nhiu iu kin thun li cho
cm cng tip nhn lng hng ho xut nhp khNu qua cm cng.

H thng giao thng ng thy, ng b, ng st t thnh ph i cc a


phng kh thun tin. L iu kin thun li cho vn chuyn hng ho xut
nhp khNu t cc a phng n cng v ngc li nhanh chng, an ton.

41

Cc cng thng mi khu vc thnh ph H Ch Minh c v tr gn cc khu


cng nghip, cc nh my v khu dn c ng c, nn chi ph vn chuyn t
cng n ni sn xut v tiu th thp.

Khi lng hng ho qua cm cng thng mi khu vc thnh ph H Ch


Minh khng ngng tng ln, do doanh thu v li nhun ca cc cng cng
tng theo. y l iu kin thun li cho cc cng khu vc thnh ph H Ch
Minh tch ly vn hin i ho nhanh cc thit b, xy dng mi cng bin
thng mi nc su, cc cng container hin i trong nhng nm sp ti.

Cc cng bin thng mi thnh ph H Ch Minh c mi quan h tt vi cc


cng bin thng mi cc nc trn th gii v khng ngng tranh th c s
gip v k thut, qun l, kinh nghim pht trin ca cc cng bin thng
mi cc nc (ng Nam , Nht, M, Trung Quc, Nga...).

2.3.3.2 im yu ca cm cng thng mi thnh ph H Ch Minh


-

Cc cng thng mi khu vc thnh ph H Ch Minh hu ht c xy dng


trong ni thnh hoc ven ca thnh ph H Ch Minh , do vy gn nh
khng c iu kin m rng thm cng p ng yu cu ngy cng tng ca
nn kinh t v lng hng ha xut nhp khNu.

Thnh ph H Ch Minh c trn di 20 cng bin thng mi ln nh. Tuy


nhin, cha c cng no t c tm c ca cng trong khu vc. Bn cnh
kh nng tip nhn tu c trng ti ln ca cc cng c hn ch. Thng cc tu
ln phi sang mn t ngoi phao (xp bt hng t tu ln sang cc tu nh hn)
trc khi vo cng bc d hng ho.

H thng cng bin thng mi thnh ph H Ch Minh ang phi i mt


vi nhiu thch thc quan trng trong vic vn chuyn hng ho xut nhp
khNu. Trong 10 nm qua, vic vn chuyn hng ho bng container tng khong
20%/nm. H tng cng bin thng mi v trn mt t s s dng ht cng

42

sut v kh nng ch tc s gia tng khi thng mi Vit Nam tip tc tng
trng.
-

Tnh trng gim gi cc, nng mc hoa hng ln cao thu ht tu v cng
xut hin ngy cng nhiu lm gim hiu qu kinh doanh v gy thit hi quyn
li ca cng v ca nn kinh t.

2.4 Tm tt
Trn y l phn gii thiu s lc v cng bin v h thng cng bin thng mi
ti khu vc thnh ph H Ch Minh. Nhn chung, hin nay s cng trong cm cng
thnh ph H Ch Minh ln ti 22 cng ln nh khc nhau vi 33 cu cng, ng
vai tr quan trng i vi s tng trng ca khu vc trng im pha Nam cng
nh c nc.
Chng tip theo s trnh by phng php nghin cu kim nh thang o v
cc gi thit v mi quan h gia cht lng dch v cng bin thng mi vi mc
tha mn, hi lng ca khch hng.

43

Chng 3 : Phng php nghin cu


3.1 Gii thiu
Chng 1 trnh by v l thuyt cht lng dch v v thang o v cht lng dch
v cng bin thng mi v phc tho s lc m hnh o lng cht lng dch
v cng bin thng mi v mi quan h gia cht lng dch v v s hi lng,
tha mn ca khch hng km theo l cc gi thuyt.
Chng 3 ny nhm mc ch gii thiu phng php nghin cu s dng v iu
chnh, nh gi cc thang o lng cc khi nim v nghin cu kim nh gi
thuyt ra. Chng ny bao gm 3 phn chnh: (1) thit k nghin cu, (2) cc
thang o lng cc khi nim nghin cu v (3) gii thiu nghin cu chnh thc.

3.2 Thit k nghin cu


Nh gii thiu chng 1, nghin cu ny c thng qua hai bc chnh, (1)
nghin cu s b v (2) nghin cu chnh thc.
(1)Nghin cu s b c thc hin thng qua phng php nh tnh s dng k
thut phng vn chuyn gia. Nghin cu s b nh tnh dng iu chnh v b
sung cc bin quan st dng o lng cc khi nim nghin cu. Nm chuyn gia
trong lnh vc cnh bin c mi phng vn ly kin iu chnh cc bin
quan st. Nghin cu ny c thc hin ti thnh ph H Ch Minh trong thng
8/2008.
(2) Nghin cu chnh thc c thc hin bng phng php nghin cu nh
lng. Nghin cu nh lng ny c thc hin thng qua phng php phng
vn trc tip cc khch hng s dng trc tip dch v ti cng bin thng mi. D
liu trong nghin cu ny c dng kim nh cc gi thuyt trong m hnh.
Nghin cu chnh thc ny c thc hin ti thnh ph H Ch Minh vo thng 9
nm 2008.

44

Quy trnh nghin cu c trnh by trong Hnh 3.1. Quy trnh ny bao gm 3 phn
chnh (1) xy dng thang o, (2) nh gi thang o v (3) kim nh gi thuyt.
Hnh 3.1 : Bng tin thc hin nghin cu (c iu chnh t quy trnh
nghin cu ca guyn nh Th & Cc cng s - 2003)

L thuyt v :
Cht lng dch v
Thang o SERVQUAL
S tha mn ca khch hng

Nghiu cu nh lng (n=250)

nh gi s b thang o :
Phn tch tin cy
Phn tch nhn t khm ph EFA

Kim nh gi thuyt

Thang o ban
u

kin ca cc chuyn gia


thnh ph H Ch Minh

Thang o s
dng

Hiu chnh

- Loi b cc bin c h s tng quan bin - tng nh


- Kim tra h s Cronbach alpha
- Loi b cc bin c trng s EFA nh
- Kim tra cc yu t trch lc
- Kim tra phng sai trch lc
- Kim tra gi tr hi t, gi tr phn bit

- Kim nh gi thuyt
- Phn tch hi quy tuyn tnh

3.3 Hiu chnh thang o


3.3.1 Thang o cht lng dch v cng bin thng mi
Thi Vn Vinh & Devinder Grewal (2005) da vo nghin cu nh tnh, l thuyt
dch v, cht lng dch v, v thanh o SERQUAL a ra thang o cht lng

45

dch v cng bin. Thang o cht lng dch v cng bin thng mi gm su
thnh phn (Ngun lc, nng lc phc v, qu trnh phc v, nng lc qun l, hnh
nh v uy tn, trch nhim x hi). Tuy nhin, do s khc nhau mc pht trin
kinh t ca th trng cng nh c th ca tng ngnh dch v c th cho nn c
th cc thang o c thit lp ti cc nc pht trin cha tht s ph hp vi
th trng Vit Nam v c th cho ngnh dch v cng bin thng mi. V vy, cn
phi iu chnh, b sung li cho ph hp .
iu chnh thang o, nghin cu ny s dng phng php nh tnh, vi k thut
phng vn chuyn gia. Cc phng vn s b c gi cho cc chuyn gia trong lnh
vc cng bin thng mi ly kin gm c : 1 chuyn gia i Hc Hng Hi
Thnh ph H Ch Minh, 2 chuyn gia hin cng tc Cng VICT, 1 chuyn gia
hin cng tc Cng Si Gn, 1 chuyn gia hin cng tc Hip Hi Cng Bin
Vit Nam . Kt qu cho thy mt s bin quan st cho cc thnh phn cn c iu
chnh v b sung. C th nh sau :
Ngun lc:
-

Bin quan st : iu kin v sinh bn bi b loi b

Nng lc phc v:
-

Bin quan st : Tnh hnh an ninh trt t ti cng c hiu chnh bng
m bo an ton cho hng ha

Bin quan st : Cc th tc hi quan n gin, nhanh chng b loi b

Sau khi loi b v b sung cc bin quan st theo kin chuyn gia nh gi l
khng ph hp, thang o cht lng dch v s dng cho nghin cu gm 24 bin
quan st o lng su thnh phn theo m hnh nghin cu .

46

3.3.2 Thang o mc hi lng ca khch hng


V mt o lng s tha mn, hi lng ca khch hng, nhng nh kinh doanh dch
v thng ng nht hai khi nim cht lng phc v v s tha mn ca khch
hng. Tuy nhin, i vi cc nh nghin cu l hai khi nim tch bit. S tha mn
ca khch hng l mt khi nim tng qut, ni ln s hi lng ca h khi tiu dng
mt dch v. Trong khi , cht lng phc v ch tp trung vo cc thnh phn c
th ca dch v (Zeithaml & Bitner 2000). V vy, trong nghin cu ny, s tha
mn ca khch hng c o lng bng mc hi lng tng qut ca khch hng
i vi dch v.
Thang o s tha mn ca khch hng s dng trong nghin cu ny da vo c s
o lng ca Hayes (1994), bao gm 3 bin quan st, phng vn khch hng mc
hi lng tng qut ca h i vi dch v, i vi cung cch phc v v i vi
trang thit b ca cng.

3.4 ghin cu chnh thc


Nh trnh by, cc thang o sau khi c iu chnh v b sung thng qua
nghin cu nh tnh s c tip tc nh gi thng qua nghin cu nh lng
(nghin cu chnh thc ). Cc Cng chnh c nghin cu l Tn Cng - Ct
Li, VICT, Si gn , Bn Ngh. i tng nghin cu l cc khch hng s dng
dch v trc tip ti cc cng ny.
Mu
Mu c chn theo phng php chn mu thun tin. Kch thc mu d tnh l
200.
Theo nghin cu, c nh nghin cu cho rng, nu s dng phng php c lng
ML th kch thc mu th ti thiu phi t 100 n 150 (Hair & ctg. 1998). Cng
c nh nghin cu kch thc cho rng kch thc mu ti hn phi l 200(vd.
Hoelter 1983). Cng c nh nghin cu cho rng kch thc mu th ti thiu l 5
mu cho mt tham s cu c lng (tiu chuNn 5:1) (Bollen 1989).

47

t c n = 200 ra, 250 bng cu hi c phng vn. S bng cu hi thu


thp li c 220. Sau khi thu thp v kim tra, 09 bng b loi do c qu nhiu
trng. Cui cng 211 bng cu hi hon tt c s dng. D liu c nhp v
lm sch thng qua phn mm SPSS 11.5.

3.5 Tm tt
Chng ny l phng php nghin cu c thc hin nh gi thang o cc
khi nim nghin cu v m hnh l thuyt v cht lng phc v v s tha mn
ca khch hng. Phng php nghin cu c thc hin qua 2 bc nghin cu
s b v nghin cu chnh thc.
K thut phng vn chuyn gia trong nghin cu nh tnh c dng trong bc
nghin cu s b. Nghin cu chnh thc l mt nghin cu nh lng. K thut
phng vn c dng cho bc nghin cu ny vi kch thc mu n = 211 khch
hng. Cc thang o cc thnh phn ca cht lng dch v c iu chnh v b
sung. Cui cng, thang o ny bao gm 24 bin o lng 6 thnh phn ca cht
lng thang o dch v v 3 bin quan st dng o lng thang o s tha mn, hi
lng ca khch hng. Chng ny cng m t thng tin v mu nghin cu chnh
thc. Chng tip theo s trnh by phng php phn tch thng tin v kt qu
nghin cu, bao gm vic kim nh m hnh thang o v m hnh nghin cu.

48

Chng 4 : Kt qu nghin cu
4.1 Gii thiu
Chng 3 trnh by phng php thc hin nghin cu. Mc ch ca chng 4
s trnh by kt qu nghin cu thu c thng qua phn tch m hnh nghin cu.
Ni dung chng ny gm 4 phn chnh: (1) Thng tin mu, (2) Phn tch nh gi
thang o s b, (3) Hiu chnh thang o, (4) Kim nh gi thuyt.

4.2 Thng tin mu


Trong 211 bng cu hi hon tt ny c 89 bng nghin cu v Cng VICT, 70
bng nghin cu v cng Bn Ngh, 21 bng nghin cu v Cng Si Gn, 25 bng
nghin cu v Cng Tn Cng - Ct Li v 6 bng nghin cu v cc cng khc.
Cc bng nghin cu ch tp trung 4 cng chnh khu vc thnh ph H Ch
Minh, cha ri u tt c cc cng. V gii tnh, c 121 khch hng c phng
vn l nam (chim 57.1% kch thc mu) v 88 khch hng l n ( chim 41.5 %
kch thc mu).
Bng 4.1 : Phn b a im cng kho st
Dia diem Cang khao sat

Frequency
Valid

Missing
Total

Percent

Valid Percent

Cumulative
Percent

Cat Lai

25

11.8

11.8

11.8

Saigon

21

9.9

10.0

21.8

Ben Nghe

70

33.0

33.2

55.0

VICT

89

42.0

42.2

97.2
100.0

Khac

2.8

2.8

Total

211

99.5

100.0

.5

212

100.0

System

49

Bng 4.2: Phn b gii tnh


Gioi tinh

Frequency
Valid

nam

Missing

57.1

57.9

57.9

88

41.5

42.1

100.0

209

98.6

100.0

1.4

212

100.0

System

Total

Cumulative
Percent

Valid Percent

121

nu
Total

Percent

V i tng khch hng c phng vn th i tng ch yu l nhn vin ca


cc cng ty sn xut v dch v chim 46%, tip l cc nhn vin ca cc cng ty
xut nhp khNu y thc chim 21.8%, k l nhn vin ca cng ty xut nhp
khNu trc tip l 17.5%, v nhn vin ca cc hng tu, i l vn ti chim 12.7%
v cui cng l cc i tng khc.
Bng 4.3: Phn b i tng phng vn
Doi tuong phong van

Frequency
Valid

Missing
Total

Percent

Valid Percent

Cumulative
Percent

XNK truc tiep

37

17.5

17.5

17.5

XNK uy thac
San xuat dich vu

46
97

21.7
45.8

21.8
46.0

39.3
85.3

Hang Tau, Dai ly

27

12.7

12.8

98.1
100.0

Khac

1.9

1.9

Total

211

99.5

100.0

System

.5

212

100.0

V tn sut s dng dch v th ch yu l cc khch hng c phng vn s dng


3-10 ln dch v/ thng chim 54.7%, tip l s dng dch v trn 10 ln/thng
chim 43.4%. T l khch hng c phng vn s dng t hn 3 ln/thng l rt
thp.

50

Bng 4.4 : Phn b tn sut s dng dch v


Tan suat su dung dich vu

Valid

Duoi 3 lan
3-10 lan
tren 10 lan
Total

Missing
Total

System

Cumulative
Percent
1.4

Frequency
3

Percent
1.4

Valid Percent
1.4

116

54.7

55.0

56.4

92

43.4

43.6

100.0

211

99.5

100.0

.5

212

100.0

4.3 Phn tch nh gi s b thang o


Nh trnh by chng 3, thang o cht lng dch v cng bin thng mi
gm 6 thnh phn chnh : (1) Ngun lc, c o lng bng 5 bin quan st, k
hiu t re1 n re5; (2) nng lc phc v, c o lng bng 6 bin quan st, k
hiu t out1 n out6; (3) qu trnh phc v c o lng bng 4 bin quan st, k
hiu t pro1 n pro4; (4) nng lc qun l c o lng bng 6 bin quan st, k
hiu t mag1 n mag6; (5) Hnh nh, uy tn c o lng bng 1 bin quan st,
k hiu img1; (6) Trch nhim x hi, c o lng bng 2 bin quan st, k hiu
t res1 n res2. Thang o mc tha mn ca khch hng c o lng bng 3
bin quan st, k hiu t satis1 n satis3.
Cc thang o c nh gi s b thng qua hai cng c chnh (1) h s tin cy
Cronbach alpha v phng php phn tch yu t khm ph EFA. H s Cronbach
Alpha c s dng trc loi cc bin rc trc. Cc bin c h s tng quan
bin tng (item-total correlation) nh hn 0.30 s b loi v tiu chuNn chn thang
o khi n c tin cy alpha t 0.60 tr ln (Nunnally & Burnstein 1994). Sau
cc bin c trng s (factor loading) nh hn 0.40 trong EFA s b tip tc loi.
Phng php trch h s s dng l phng php trch nhn t, php quay Varimax
v im dng khi trch cc yu t c eigenvalue l 1. Thang o c chp nhn khi
tng phng sai trch bng hoc ln hn 50% (Gerbing & Anderson 1988).

51

4.3.1 H s tin cy Cronbach Alpha


4.3.1.1 Thang o cht lng dch v
Kt qu phn tch Cronbach alpha cc thnh phn ca thang o cht lng dch v
c trnh by bng vi mt s im lu nh sau
i.

Thnh phn ngun lc c Cronbach alpha kh ln (0.86), cc bin quan st


trong thnh phn ny c h s tng quan bin tng ln (>0.56). V vy cc
bin o lng thnh phn ny u c s dng trong phn tch EFA tip
theo.

ii.

Thnh phn nng lc phc v c Cronbach alpha rt ln (0.9), cc bin quan


st trong thnh phn ny c h s tng quan bin tng rt ln (>0.68). V vy
cc bin o lng thnh phn ny u c s dng trong phn tch EFA tip
theo.

iii.

Thnh phn qu trnh phc v c Cronbach alpha rt ln (0.89), cc bin quan


st trong thnh phn ny c h s tng quan bin tng rt ln (>0.66). V vy
cc bin o lng thnh phn ny u c s dng trong phn tch EFA tip
theo.

iv.

Thnh phn nng lc qun l c Cronbach alpha rt ln (0.89), cc bin quan


st trong thnh phn ny c h s tng quan bin tng rt ln (>0.65). V vy
cc bin o lng thnh phn ny u c s dng trong phn tch EFA tip
theo.

v.

Thnh phn trch nhim x hi c Cronbach alpha tng i cao (0.76), cc


bin quan st trong thnh phn ny c h s tng quan bin tng ln (>0.62).
V vy cc bin o lng thnh phn ny u c s dng trong phn tch
EFA tip theo.

52

Bng 4.5 : H s Cronbach Anpha ca cc thnh phn thang o cht lng


dch v cng bin thng mi
Trung bnh
Phng sai
Tng
thang nu thang o
quan bin
loi bin
nu loi bin tng

Bin
quan st

Bnh phng
h s tng
quan bi

Alpha nu loi
bin

Ngun lc
RE1
RE2
RE3
RE4
RE5
Alpha =

16.7441
17.3791
17.7062
17.0142
16.8057
.8605

28.7056
26.6270
28.2466
26.8998
30.6144

.6862
.7339
.7126
.6986
.5642

.4957
.5626
.5305
.5073
.3366

.8296
.8165
.8230
.8264
.8584

36.5263
36.5312
37.9096
37.5956
37.5713
38.8157

.7590
.7737
.6831
.7365
.7235
.7096

.6607
.6716
.4752
.5440
.5408
.5216

.8794
.8772
.8911
.8829
.8849
.8871

15.1222
15.2939
15.9395
13.9090

.6843
.6968
.6627
.6746

.4722
.4931
.4485
.4583

.7968
.7920
.8070
.8050

37.8227
40.2568
39.2792
38.0036
38.6180
39.7601

.6679
.7321
.7184
.7653
.7549
.6580

.4717
.5581
.5369
.6246
.6078
.4610

.8830
.8720
.8731
.8655
.8674
.8825

2.3100
2.0175

.6263
.6263

.3922
.3922

.
.

Nng lc phc v
OUT1
OUT2
OUT3
OUT4
OUT5
OUT6
Alpha =

24.1611
23.8720
23.8626
23.9336
23.9905
24.0900
.9013

Qu trinh phc v
PRO1
PRO2
PRO3
PRO4
Alpha =

13.6209
13.3175
13.5829
13.3649
.8422

Nng lc qun l
MAG1
MAG2
MAG3
MAG4
MAG5
MAG6
Alpha =

23.9668
22.9810
23.3602
23.5024
23.2938
22.9194
.8927

Trch nhim x hi
RES1
RES2
Alpha =

4.3365
4.6209
.7691

4.3.1.2 Thang o khi nim mc hi lng ca khch hng


Thang o khi nim mc hi lng ca khch hng c Cronbach alpha tng i
cao (0.77), cc bin quan st trong thnh phn ny c h s tng quan bin tng

53

ln (>0.57). V vy cc bin o lng thnh phn ny u c s dng trong phn


tch EFA tip theo.
Bng 4.5 : H s Cronbach Anpha ca thnh phn thang o khi nim mc
hi lng ca khch hng
Bin
quan st
SATIS1
SATIS2
SATIS3
Alpha =

Trung bnh
Phng sai
Tng
thang nu thang o
quan bin
loi bin
nu loi bin tng
8.2275
8.6019
8.5071

8.7766
9.3741
9.1083

.6028
.5785
.6369

Bnh phng
h s tng
quan bi
.3698
.3378
.4062

Alpha nu loi
bin
.6961
.7214
.6584

.7713

4.3.2 Phn tch nhn t khm ph EFA


4.3.2.1 Thang o cht lng dch v
Thang o cht lng dch v c o bng 24 bin quan st v sau khi kim tra
mc tin cy bng phn tch Cronbach Alpha th khng loi bin no c. Theo m
hnh l thuyt 24 bin quan st c dng o lng cho 6 thnh phn ca thang
o. Phn tch factor dng nh gi hi t ca cc bin quan st theo cc thnh
phn.
Vi l thuyt Ho t ra trong phn tch ny l gia 24 bin quan st trong tng th
khng c mi tng quan vi nhau. Kim nh KMO v Barletts trong phn tch
factor cho thy gi thuyt ny b bc b (sig=.000). H s KMO ( =.951 >0.5) rt
cao chng t phn tch (EFA) thch hp c s dng trong phn tch ny.
Bng 4.7 : Kim nh KMO
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling
Adequacy.
Bartlett's Test of
Sphericity

Approx. Chi-Square

.951
3355.378

Df

276

Sig.

.000

54

Kt qu phn tch EFA cho thy ti mc gi tr Eigenvalue=1 vi phng php trch


nhn t vi php quay Varimax cho php trch c 3 nhn t t 24 bin quan st
v phng sai trch c l 62,331%. Nh vy l phng sai trch t yu cu
(>50%). Trong bng Rotated component matrix th cho thy cc nhn t u c h
s loading ln hn 0.5 ( nh nht l 0.522) t yu cu nn khng loi bin no khi
thang o.
Bng 4.8 : Kt qu phn tch EFA ca thang o cht lng dch v
Rotated Component Matrix(a)
Yu t

Bin quan st
1

OUT2

.764

MAG4

.751

OUT1

.741

OUT6

.719

OUT5

.718

MAG5

.711

MAG6

.695

OUT4

.671

MAG3

.648

MAG2

.646

MAG1

.630

IMG1

.538

OUT3

.522

.466

PRO1

.755

PRO2

.719

PRO4

.705

RES2

.678

RES1

.673

PRO3

.578

.410

RE3

.799

RE2

.740

RE4

.688

RE1

.671

RE5
Egigenvalue

12.175

1.590

.535
1.195

Phng sai trch

50.729

6.623

4.979

Cronbach Alpha

0.9436

0.8747

0.8605

Kt qu ny cho thy 3 thnh phn nng lc phc v, nng lc qun l, hnh nh v


uy tn ca Cng c gp thnh mt (Khng t gi tr phn bit) cn 2 thnh phn

55

qu trnh phc v, trch nhim x hi cng c gp thnh mt thnh phn. Nh


vy, trn l thuyt cc thnh phn ny l ring bit nhng v mt thc tin th chng
gp thnh mt. Trng hp ny cng thng xy ra trong cc nghin cu ca ngnh
khoa hc x hi (Bollen & Hoyle 1991).
Bng 4.9 : Bng tm tt c cu thang o cht lng dch v
Thnh phn

Tn bin

1. Nng lc qun l, OUT1


phc v ca cng
OUT2
OUT3
OUT4
OUT5
OUT6
MAG1
MAG2
MAG3
MAG4
MAG5
MAG6
IMG1
2. Qu trnh phc v
PRO1
PRO1
PRO1
PRO1
RES1
RES2
3. Ngun lc
RE1
RE2
RE3
RE4
RE5

S lng bin

Cronbach Alpha

13

0.9436

0.8747

0.8605

4.3.2.2 Thang o khi nim mc hi lng ca khch hng


Dng phn tch EFA s dng vi phng php trch nhn t principal component
v php quay varimax trch c mt factor duy nht ti eigenvalue l 2.061 v
phng sai trch c l 68.698% (>50%) t yu cu.

56

Bng 4.10 : Kt qu phn tch EFA ca thang o mc hi lng ca khch


hng
Component Matrix(a)
Component
1
SATIS1

.827

SATIS2

.810

SATIS3

.849

Egigenvalue

2.061

Phng sai trch

68.698

Cronbach Alpha

.7713

4.4 Hiu chnh li m hnh nghin cu


Theo phn tch EFA , 3 thnh phn nng lc phc v, nng lc qun l, hnh nh v
uy tn ca Cng c gp thnh mt thnh phn l nng lc qun l, phc v cn 2
thnh phn qu trnh phc v, trch nhim x hi c gp thnh mt thnh phn l
qu trnh phc v. Do vy m hnh nghin cu cn c hiu chnh cho ph hp
m bo vic kim nh gi thit ca m hnh tip theo.
Hnh 4.1 : M hnh nghin cu c hiu chnh

57

4.5 Kim nh gi thuyt nghin cu


4.5.1 M t c im cc thnh phn kho st trong m hnh
Thng qua phn tch m t cho thy khch hng nh gi cao nht v nng lc
qun l, phc v ca cng (mean = 4.70) so vi qu trnh phc v (mean = 4.22) v
ngun lc (4.28). Tuy nhin cc yu t ny cng cha c nh gi cao lm. V
mc hi lng v cht lng dch v ca khch hng th ch mc trn trung
bnh, tm chp nhn, khch hng cng cha tht hi lng vi cht lng dch v.
Bng 4.11 : M t c im cc thnh phn kho st
Descriptive Statistics

G1

N
211

Minimum
1.15

Maximum
6.77

Mean
4.7076

Std. Deviation
1.15959

G2

211

1.00

7.00

4.2227

1.42776

G3

211

1.20

7.00

4.2825

1.30546

SATIS

211

1.17

6.83

4.4866

1.18476

Valid N (listwise)

211

58

4.5.2 Phn tch hi quy tuyn tnh


Theo gi thuyt ca nghin cu l c mi quan h gia khi nim cc thnh phn
ca cht lng dch v v s hi lng ca khch hng. Vn t ra trong nghin
cu ny l c mi quan h tuyn tnh cng chiu gia cc thnh phn cht lng
dch v vi s hi lng ca khch hng? Mc quan h nh th no? Nh vy m
hnh tuyn tnh bi c s dng phn tch v gii thch vn .
Ta tin hnh phn tch hi quy xc nh c th trng s ca tng yu t tc ng
n mc hi lng ca khch hng. Phn tch hi quy s c thc hin vi 3
bin c lp nng lc qun l, phc v (FACTOR1), qu trnh phc v
(FACTOR2), ngun lc (FACTOR 3) v mt bin ph thuc s hi lng ca khch
hng (SATIS). Gi tr ca cc yu t c dng chy hi quy l gi tr trung
bnh ca cc bin quan st c kim nh. Phn tch hi quy c thc hin
bng phng php hi quy tng th cc bin (phng php enter) vi phn mm
SPSS 11.5
Vi gi thit ban u cho m hnh l thuyt, ta c phng trinh hi quy tuyn tnh
nh sau :
SATIS = 0 + 1 * FACTOR1 + 2 * FACTOR2 + 3 * FACTOR3 +
Bng 4.12 : Phn tch Anova trong hi quy tuyn tnh
Model Summary

Model
1

R Square

Adjusted R
Square

Std. Error of
the Estimate

.760(a)
.577
.571
.77620
a Predictors: (Constant), Nguon luc, Qua trinh phuc vu, Nang luc quan ly, phuc vu
A OVA(b)

Model
1

Sum of
Squares

df

Mean Square

Regression

170.052

56.684

Residual

124.715

207

.602

Total

294.768

210

a Predictors: (Constant), Nguon luc, Qua trinh phuc vu, Nang luc quan ly, phuc vu
b Dependent Variable: Hai long cua khach hang

F
94.083

Sig.
.000(a)

59

Phng php phn tch hi quy bi vi 3 thnh phn ca cht lng dch v cng
bin c a vo cng 1 lc (enter) cho thy m hnh hi quy thch hp s dng
kim tra gi thuyt (sig. F = 0.000). Mc gii thch mi quan h gia cc
thnh phn bng phng php hi quy ny cho kt qu tng i cao (R2 hiu
chnh = 0.577 > 0.5).
Bng 4.13 : Kt qu hi quy tng phn
Coefficients(a)
Unstandardized
Coefficients

Model

B
1

(Constant)
Nang luc quan ly,
phuc vu
Qua trinh phuc vu
Nguon luc

Standardized
Coefficients

Std. Error
.765

.244

.453

.067

.054

.318
a Dependent Variable: Hai long cua khach hang

Sig.

Collinearity Statistics

Beta

Tolerance
3.135

.002

.444

6.755

.000

.474

2.110

.040

.065

1.361

.175

.893

1.119

.059

.350

5.386

.000

.484

2.066

Kt qu phn tch hi quy tng phn cho thy ch c hai yu t : nng lc qun l,
phc v v ngun lc c mi tng quan mnh v c ngha thng k khi a
vo m hnh phn tch ( sig. T = 0.000), yu t qu trnh phc v cn li trong thang
o cht lng dch v khng c ngha thng k trong m hnh phn tch ( sig. t >
0.005). Nh vy trong tp d liu phn tch hin ti cha c s chng minh
c mi quan h tuyn tnh gia yu t qu trnh phc v vi mc hi lng, tha
mn ca khch hng.
Trong trng hp cc bin c lp c hin tng a cng tuyn tc l cc bin c
lp tng quan cht ch vi nhau v n cung cp cho m hnh nhng thng tin rt
ging nhau v kh tch nh hng ca tng bin ring l nn trnh din gii sai
lch kt qu hi qui so vi thc t th cn phi nh gi, o lng hin tng a
cng tuyn. Gi tr h s phng i phng sai (VIF) u xp x bng 2 nn c th
kt lun mi lin h gia cc bin c lp ny l khng ng k, khng c hin
tng a cng tuyn.

VIF

60

4.6 Tm tt
Chng ny trnh by kt qu nghin cu. Theo kt qu nghin cu ny, c bng
chng cho thy thang o cht lng dch v cng bin thng mi bao gm 03
thnh phn chnh, l: nng lc qun l, phc v; qu trnh phc v v ngun lc;
ch c hai thnh phn nng lc qun l, phc v; ngun lc l c mi quan h tuyn
tnh vi mc hi lng, tha mn ca khch hng. Chng tip theo s tm tt
ton b kt qu nghin cu, hn ch v kin ngh hng nghin cu tip theo.

61

Chng 5 : Kt lun v kin ngh


5.1 Gii thiu
Mc tiu chnh ca nghin cu ny l kim nh cc thnh phn ca cht lng dch
v cng bin thng mi v mi quan h gia cc thnh phn nh gi cht lng
dch v cng bin thng mi v s tha mn ca khch hng.
Phng php nghin cu s dng kim nh m hnh o lng v m hnh l
thuyt theo hai bc chnh thu thp kin chuyn gia v nghin cu chnh thc.
Thu thp kin chuyn gia dng hiu chnh v b sung m hnh thang o cht
lng dch v c.
Nghin cu chnh thc c thc hin thng qua nghin cu nh lng, vi k
thut phng vn trc tip tp mu c kch thc n = 211. Nghin cu ny c
dng kim nh m hnh thang v gi thuyt. Thang o c nh gi s b
thng qua phng php tin cy Cronbach Alpha v phn tch nhn t khm ph
EFA. M hnh l thuyt c kim tra thng qua phng php phn tch hi quy
tuyn tnh bi (c trnh by chng bn).

5.2 Kt qu chnh
Kt qu nghin cu m hnh o lng cho thy, sau khi b sung v hiu chnh cc
thang o u t c mc tin cy v gi tr cho php. Theo kt qu nghin cu
ny, c bng chng cho thy ba thnh phn nng lc phc v, nng lc qun l,
hnh nh v uy tn ca Cng c gp thnh mt cn 2 thnh phn qu trnh phc
v, trch nhim x hi cng c gp thnh mt thnh phn. Nh vy, trn l
thuyt cc thnh phn ny l ring bit nhng v mt thc tin th chng gp thnh
mt. Tm li, theo kt qu nghin cu ny, c bng chng cho thy ti th trng
cc cng bin thng mi ti khu vc thnh ph H Ch Minh, cht lng dch v
cng bin gm 3 thnh phn, l (1) nng lc qun l, phc v c o lng
bng 13 bin quan st, (2) qu trnh phc v c o lng bng 6 bin quan st,
(3) ngun lc c o lng bng 5 bin quan st.

62

ngha cc kt qu ny:
Mt, v mt phng php nghin cu, nghin cu ny gp phn b sung vo h
thng o lng cht lng dch v cng bin thng mi Vit Nam. iu ny
gip cc nh nghin cu hn lm v ng dng trong lnh vc dch v Vit Nam
cng bin thng mi c c h thng thang o lng ny trong cc nghin cu
ca mnh ti th trng Vit Nam.
Hai, ngoi ra cc nh nghin cu trong lnh vc marketing c th s dng, iu
chnh v b sung cc thang o lng ny cho cc nghin cu ca mnh trong lnh
vc nh gi cht lng dch v cng bin thng mi.
Kinh nghim rt ra t nghin cu ny cho thy khng nn o lng cc khi nim
tim Nn bng chnh chng. L do l mi i tng nghin cu c th hiu cc bin
tim Nn theo cc cch khc nhau. C th rt ra t kt qu nghin cu ny l khi o
lng cht lng dch v cng bin thng mi chng ta phi o lng thng qua
nhiu thnh phn v cc thnh phn ny c o lng bng nhiu bin quan st
khc nhau. c bit c kh nng v mt l thuyt chng l cc thnh phn ring bit
nhng thc t n li c gp chung vi nhau thnh mt thnh phn. Nghin cu
ny chng minh vic ny t ba thnh phn nng lc phc v, nng lc qun l,
hnh nh v uy tn ca Cng c gp thnh mt cn 2 thnh phn qu trnh phc
v, trch nhim x hi cng c gp thnh mt thnh phn.
Thng qua vic o lng ny, rt ra kinh nghim l o lng mt khi nim tim Nn
bng nhiu bin quan st lm tng tin cy v gi tr ca o lng. Cc bin
quan st trong nghin cu ny c th c iu chnh v b sung cho ph hp vi
tng th trng c th ty theo c im ca tng khu vc.
Theo kt qu nghin cu ny, c bng chng cho thy cc khch hng nh gi cao
v nng lc qun l, phc v hn l qu trnh phc v, ngun lc ca cng. Tuy
nhin, khch hng vn cha nh gi cao v cht lng dch v cng bin thng

63

mi. Bn cnh , khch hng cng cha hi lng, tha mn v dch v cc cng
bin thng mi khu vc thnh ph H Ch Minh.
Tip theo, kt qu nghin cu cng gi cho cc nh nh gi cht lng dch v
cng bin thng mi tng l khng th nh gi cht lng dch v mt cch
chung chung nh cht lng cao hay thp, m cn o lng bng nhiu thang o
o lng cc khi nim thnh phn c lin h vi nhau v hp cng nhau to nn
cht lng dch v cng bin thng mi.
Cui cng, kt qu rt ra t vic kim nh m hnh o lng trong nghin cu ny
l gp phn thc Ny cc nh nghin cu trong lnh vc nghin cu hnh vi ni
chung v lnh vc cng bin thng mi ni ring, l thang o lng trong nghin
cu cn phi c nh gi tin cy v gi tr trc khi s dng cho vic o
lng c th. Nu vic ny khng c thc hin mt cch hp l th gi tr ca kt
qu nghin cu s khng c m bo, cn phi xem xt.
Theo kt qu nghin cu ny, c bng chng cho thy cht lng dch v c
nh gi bi ba thnh phn : nng lc qun l, phc v; qu trnh phc v; ngun
lc. Nhng ch c hai thnh phn (nng lc qun l, phc v; ngun lc) l c mi
quan h tuyn tnh vi s hi lng, tha mn ca khch hng. ngha ca kt qu
ny l tuy cht lng dch v c nh gi bi ba thnh phn, nhng hin ti th
trng thnh ph H Ch Minh th vic tha mn nhu cu ca khch hng ch yu
da vo nng lc qun l, phc v v ngun lc. V vy trong giai on ny, cc
nh qun l, iu hnh cng bin thng mi Vit Nam cn tp trung vo vic ci
thin hai thnh phn ny cho n v ny.
Tuy nhin cng cn lu y ch l s u tin ci thin, cc thnh phn cn li
cng khng km phn quan trng trong vic nh gi m nghin cu ny cha tm
ra. Thm vo l s pht trin kinh t s i hi cht lng dch v cng bin
thng mi cn nng cao p ng nhu cu pht trin th i hi cht lng cng

64

phi thay i, lc ny s c nhiu yu t tc ng n s tha mn, hi lng ca


khch hng.
Cui cng v mt l thuyt, m hnh nghin cu ny gp phn b sung vo h
thng l thuyt v cht lng dch v cng bin thng mi cho th trng Vit
Nam. Cc nh nghin cu c th xem m hnh ny nh m hnh tham kho cho
nghin cu ca mnh cc hng nghin cu tip theo cho th trng dch v cng
bin thng mi Vit Nam.

5.3 xut nng cao cht lng dch v cng bin thng mi thng
qua kt qu kho st
5.3.1 xut v ngun lc
-

Ci to kho bi, ch trng pht trin c s h tng trong cng: ng ni b,


no vt lung lch trnh ch tc giao thng thy v tng kh nng vn ti.

Mua sm trang thit b xp d hin i, nng sut cao mt cch ng b


o Cng chuyn container cn trang b cc thit b chuyn dng nng sut cao
nh cc dn cNu di ng cu cng xp d container t tu xung cu
cng (Ship to Shore Gantry Crane), cc xe chuyn dng vn chuyn
container t cu tu vo bi cha container v cc xe nng chuyn dng
nng h container hay cc cn cNu cng.
o Cng hng ri cn trang b nhng nhng ng ht v bng chuyn phc v
cho vic xp d hng t tu xung cu cng thay th cho thit b nh cn
cNu v gu ngon nng cao nng sut, gim hao ht.
o i vi cng tng hp th chng ta c th phn khu bc xp ring bit cho
tng loi hng. Lc mt cng tng hp c coi nh tp hp cc cng
chuyn dng.

Trang b h thng cng ngh thng tin hin i. Tt c cc hot ng ca cng


u c qun l thng qua phn mm qun l cng, ng thi ni mng gia

65

cc cng bin thng mi Vit Nam, cng bin thng mi khu vc v quc t,
cc hng tu, i l, ngn hng cp nht tnh trng hng ha.

5.3.2 xut v nng lc qun l, phc v


-

p dng cc phng php xp d hng ho hin i ti cng, bn bi, nh kho


nng cao hiu qu trong khai thc.

Khng ngng ci tin quy trnh, th tc giao nhn hng ha xut nhp khNu to
iu kin thun li cho khch hng khi n giao nhn hng ha ti cng.

Cung cp cho cc ch hng nhng dch v vn ti tn ni (door to door) c cht


lng cao vi gi thnh vn chuyn thp nht.

a dng ha cc dch v cung cp cho khch hng v m bo cht lng dch


v lun mc cao nht.

Tng cng quan h hp tc vi cc T chc Hng hi quc t, Vin nghin


cu, cc trng i hc trn th gii, c cn b qun l tr c trnh v nng
lc i o to di hn v ngn hn nc ngoi, nhm hc hi kinh nghim
qun l cng cc nc.

5.4 Hn Ch v kin ngh hng nghin cu tip theo


Ging nh bt c nghin cu no, nghin cu ny cng c nhiu hn ch khng
trnh khi.
Trong nghin cu ch tp trng nh gi cho lnh vc dch v cng bin thng mi
phm vi khu vc thnh ph H Ch Minh v ch tp trung 1 s cng chnh. Rt
c th khc nhau gia ba th trng pha nam, min trung v pha bc. Nh vy kin
ngh th 1 l nn c nghin cu lp li cho vic o lng th trng min trung v
pha bc, v c s so snh cc th trng ny.
Nghin cu ch tp trung vo i tng nh gi cht lng dch v l cc khch
hng s dng dch v thng xuyn, trc tip nn tnh khi qut ha v nh gi

66

cht lng dch v tng qut cha cao. Kin ngh cho nghin cu tip theo l cn
nghin cu thm nhiu i tng lin quan n nh gi cht lng dch v nh :
cc thuyn trng, thy th, cc nhn vin hng tu s dng dch v gin tip, cc
nh xut khNu, nhp khNu.
Cch thc ly mu trong nghin cu ny l theo tng cng v chn mu l thun
tin nn kh nng tng qut ha l khng cao. Nghin cu tip theo nn chn mu
theo xc sut kh nng khi qui ha cao.
Cui cng, trong nghin cu ny th vic kim nh gi thuyt cho m hnh l
thuyt ch dng li phn tch hi quy tuyn tnh, cha xt n cc hnh thc quan
h khc ca cc yu t. Nghin cu cng b qua cc mi quan h ni ti gia cc
yu t thnh phn o lng cht lng dch v khi xt n m hnh l thuyt. V
cng c th l ngoi mi quan h gia cht lng dch v vi mc tha mn, hi
lng ca khch hng cn c nhiu yu t khc tc ng n mc tha mn m
nghin cu ny b qua. Chnh vn ny a ra hng mi cho nghin cu tip
theo nh: nh gi mi quan h gia cht lng dch v v tha mn, hi lng cht
lng theo cc m hnh quan h khc nhau, nghin cu nh hng ca cc yu t
bn ngoi vo m hnh l thuyt

Ph lc 1
Ph lc 1.1 : Bng cu hi s b ban u
ghin cu v cht lng dch v cng bin thng mi ti thnh ph H Ch
Minh
Anh (Ch) thuc Cng ty (01)
Phng vn lc:..gi, ngy thng. nm 2008
Tn ngi tr li:.... (02)
a ch: .. (03)
in thoi :... (04)
Ti Cng:
Tn Cng - Ct Li

Si Gn

Bn Ngh

VICT

Cng khc

05

Xin cho anh/ ch


Ti l Hc vin Cao hc ca trng i Hc Kinh t thnh ph H Ch Minh. Ti
ang tin hnh mt nghin cu khoa hc v cht lng dch v cng bin thng
mi ti khu vc thnh ph H Ch Minh. Knh xin anh/ch dnh cht t thi gian tr
li gip Ti tr li mt s cu hi sau. Xin lu rng khng c cu tr li no l

ii

ng hoc sai. Tt c cc cu tr li u c gi tr i vi nghin cu ca ti. Ti


cam kt khng s dng thng tin c nhn ca cc anh/ch trong bi nghin cu.
Cu 1: Xin cho bit bit mc ng ca anh (ch) trong cc pht biu gii y:
(1: HON TON KHNG NG ; 2: KHNG NG ; 3: KH KHNG
NG ; 4: BNH THNG; 5: KH NG ; 6: NG ; 7: HON TON
NG )

1.

Cc trang thit b ca cng lun 1

06

07

08

09

11

sn sng phc v nhu cu khch hng


2.

iu kin ca trang thit b ti 1

cng tt, n nh
3.

B tr cc khu vc lm th tc, ly 1

hng thun tin


4.

Kh nng theo di hng ha ca 1

cng tt
5.

C s h tng, iu kin kho bi ti 1

cng tt
6.

iu kin v sinh bn bi sch s

12

7.

Tc thc hin dch v ca cng 1

13

14

nhanh chng
8.

Cng lun cung cp dch v , giao 1

v nhn hng ng hn

iii

9.

Cng cung cp dch v ng nht 1

15

Tnh hnh an ninh trt t ti cng 1

16

Cng m bo chnh xc ca 1

17

18

gia cc khch hng


10.
tt
11.

chng t
12.

Cc th tc hi quan ti cng n 1

gin, nhanh chng


13.

Cc dch v ca cng a dng

19

14.

Thi , cung cch phc v ca 1

20

21

22

23

24

25

nhn vin nim n, trch nhim


15.

Nhn vin lun sn sng p ng 1

yu cu ca khch hng
16.

Nhn vin c kin thc tt v yu 1

cu, nhu cu ca khch hng


17.

Cng ng dng tt cng ngh 1

thng tin trong dch v khch hng

18.

Cng c ng dng tt cng ngh 1

thng tin trong khai thc


19.

Hiu qu trong khai thc v qun 1

l ca cng cao

iv

20.

Trnh qun l v khai thc nh 1

26

27

28

29

30

31

32

Bn hi lng vi cung cch phc 1

33

28.

Bn hi lng c s vt cht

34

29.

Tm li, Bn hi lng vi cht 1

35

kh nng xp d ca cng cao


21.

Cng thu hiu c nhu cu ca 1

khch hng
22.

Cng lun gii p tha ng cc 1

phn nn, thc mc ca khch hng


23.

Cng lun tip tc ci tin hng 1

n nhu cu khch hng

24.

Uy tn, thng hiu ca Cng trn 1

th trng c tin tng

25.

Cng c cch ng x trch nhim 1

i vi an ton trong khai thc


26.

Cng lun m bo yu t mi 1

trng trong khai thc

27.
v

lng dch v

Cu 2: Xin anh (ch) vui lng cho bit, anh ch l :


Thuc cng ty xut nhp khNu hng ha trc tip

Thuc cng ty xut nhp khNu hng ha y thc

Thuc cng ty sn xut v dch v

Thuc hng tu, hoc cc i l vn ti

i tng khc

36

Cu 3: Xin anh (ch) vui lng cho bit s ln dch v ti cng hng thng:
Di 3 ln

T 3 ln n 10 ln

Trn 10 ln

37

Cu 4: Xin vui lng cho bit gii tnh ca anh (ch):

Chn thnh cm n s hp tc ca anh (ch).

Nam

38

vi

Ph lc 1.2 : Bng cu hi c hiu chnh theo kin ca chuyn gia,


dng cho nghin cu chnh thc
ghin cu v cht lng dch v cng bin thng mi ti thnh ph H Ch
Minh
Anh (Ch) thuc Cng ty (01)
Phng vn lc:..gi, ngy thng. nm 2008
Tn ngi tr li:.... (02)
a ch: .. (03)
in thoi :... (04)
Ti Cng:
Tn Cng - Ct Li

Si Gn

Bn Ngh

VICT

Cng khc

05

Xin cho anh/ ch


Ti l Hc vin Cao hc ca trng i Hc Kinh t thnh ph H Ch Minh. Ti
ang tin hnh mt nghin cu khoa hc v cht lng dch v cng bin thng
mi ti khu vc thnh ph H Ch Minh. Knh xin anh/ch dnh cht t thi gian tr
li gip Ti tr li mt s cu hi sau. Xin lu rng khng c cu tr li no l
ng hoc sai. Tt c cc cu tr li u c gi tr i vi nghin cu ca ti. Ti
cam kt khng s dng thng tin c nhn ca cc anh/ch trong bi nghin cu.

vii

Cu 1: Xin cho bit bit mc ng ca anh (ch) trong cc pht biu gii y:
(1: HON TON KHNG NG ; 2: KHNG NG ; 3: KH KHNG
NG ; 4: BNH THNG; 5: KH NG ; 6: NG ; 7: HON TON
NG )

1.

Cc trang thit b ca cng lun 1

06

07

08

09

11

12

13

14

15

sn sng phc v nhu cu khch hng


2.

iu kin ca trang thit b ti 1

cng tt, n nh
3.

B tr cc khu vc lm th tc, ly 1

hng thun tin


4.

Kh nng theo di hng ha ca 1

cng tt
5.

C s h tng, iu kin kho bi ti 1

cng tt

6.

Tc thc hin dch v ca cng 1

nhanh chng
7.

Cng lun cung cp dch v , giao 1

v nhn hng ng hn
8.

Cng cung cp dch v ng nht 1

gia cc khch hng


9.

Cng lun m bo an ton cho 1

viii

hng ha
10.

Cng m bo chnh xc ca 1

16

chng t
11.

Cc dch v ca cng a dng

17

12.

Thi , cung cch phc v ca 1

18

19

20

21

22

23

24

25

nhn vin nim n, trch nhim


13.

Nhn vin lun sn sng p ng 1

yu cu ca khch hng
14.

Nhn vin c kin thc tt v yu 1

cu, nhu cu ca khch hng


15.

Cng ng dng tt cng ngh 1

thng tin trong dch v khch hng

16.

Cng c ng dng tt cng ngh 1

thng tin trong khai thc


17.

Hiu qu trong khai thc v qun 1

l ca cng cao
18.

Trnh qun l v khai thc nh 1

kh nng xp d ca cng cao


19.

Cng thu hiu c nhu cu ca 1

khch hng

ix

20.

Cng lun gii p tha ng cc 1

26

27

28

29

30

Bn hi lng vi cung cch phc 1

31

26.

Bn hi lng c s vt cht

32

27.

Tm li, Bn hi lng vi cht 1

33

phn nn, thc mc ca khch hng


21.

Cng lun tip tc ci tin hng 1

n nhu cu khch hng

22.

Uy tn, thng hiu ca Cng trn 1

th trng c tin tng

23.

Cng c cch ng x trch nhim 1

i vi an ton trong khai thc


24.

Cng lun m bo yu t mi 1

trng trong khai thc

25.
v

lng dch v

Cu 2: Xin anh (ch) vui lng cho bit, anh ch :


Thuc cng ty xut nhp khNu hng ha trc tip

Thuc cng ty xut nhp khNu hng ha y thc

Thuc cng ty sn xut v dch v

Thuc hng tu, hoc cc i l vn ti

i tng khc

34

Cu 3: Xin anh (ch) vui lng cho bit s ln dch v ti cng hng thng:
Di 3 ln

T 3 ln n 10 ln

Trn 10 ln

35

Cu 4: Xin vui lng cho bit gii tnh ca anh (ch):

Chn thnh cm n s hp tc ca anh (ch).

Nam

36

xi

Ph lc 2 : Bn cng thng mi chnh ti khu


vc Thnh ph H Ch Minh
S pht trin ca vng kinh t trng im pha Nam gn lin vi tn tui cc cng,
Si Gn, Tn Cng, VICT, Bn NghTheo quy hoch, cc cng bin ny thuc
nhm cng bin s 5 v c u tin tp trung u t nhm p ng s tng trng
ca khu vc kinh t trng im ny.

 Cng Si Gn
Cng Si Gn c xem l cng bin lu i nht Vit Nam, c thnh lp vo
1860 di thi Php thuc. Tri qua nhiu giai on lch s, hin nay cng Si Gn
gm c 4 khu chnh l nh Rng, Khnh Hi, Tn Thun v Tn Thun II. Tng
din tch l 500,000 m2 trong kho chim 70,176 m2, bi container 140,000 m2
vi tng chiu di bn l 2,685m, c th tip nhn tu 30,000 DWT, mn nc 11
mt.
Cng hin nay ang s hu 2 cNu dn xp d container (40 MT), 2 cNu khung bnh
lp (40 MT), 2 cNu khung dy chy trn ray (40 MT), 5 cNu b di ng
(100MT)vi mt cNu ni (100 MT) cng vi 107 xe nng v xe chuyn dng cc
loi.
Lng hng ha thng qua cng Si Gn qun bnh 10 triu tn/nm. Tuy nhin
lng trong nhng nm gn y (2005-2007) sn lng hng ha container thng
qua cng Si Gn c chiu hng gim i (xem Bng 2.2).
Tng t lng hng ha 2002 t 12,077,000 MT nhng n 2007 ch cn
11,127,000 MT. Vi kt qu cho thy r rng trong vi nm tr li y kt qu
sn xut kinh doanh ca cng Si Gn l khng nh k vng. Cng Si Gn ang
dn mt i vai tr ca cng u tu khu vc pha Nam vo tay cc cng bn nh
Tn Cng - Ct Li, VICT.

xii

Nguyn nhn ch yu l cng Si Gn nm trong danh sch cc cng buc phi di


di (2006-2010) nn vic u t nng cp khng c quan tm, trong nhiu nm
qua din tch kho, bi v bn tng khng ng k, trang thit b c u t nh
git, kt qu l thiu thit b lm hng container dn n thi gian gii phng tu
chm lm thit hi cho ch tu, ch hng v gim tnh cnh tranh i vi dch v
logistics.

 Tn Cng- Ct Li
Tn Cng l cng qun i trc thuc B quc phng, ta lc ti v tr rt thun li
trn trc giao thng chnh ni lin vi cc khu cng nghip, khu ch xut v cc
khu trung tm kinh t pha nam. Tng din tch ca Tn Cng l 2,040,000 m2,
gm 11 bn vi chiu di cu tu l 1,787 m, trong c 973 m Ct li dng lm
bi container, 91 ha bi cha container, 135,200 m2 kho hng.
Cho n nay, Tn Cng c mi quan h vi 46 hng tu trn th gii v l cng c
tc tng trng hng nm ( khong 30%) cao nht trong Hip hi cng bin Vit
Nam. Nm 2006, Tn Cng t sn lng 1,470,000 TEU (nng sut
40TEU/gi/tu), chim 64.4% th phn container XNK khu vc pha Nam v hn
40% th phn c nc.
Theo nh gi ca hng tu v cc nh cung cp dch v logistics khu vc pha Nam
th Tn Cng l cng container tt nht v hin i nht Vit nam hin nay. Theo h
th Tn cng ang dn bt nhp c vi m hnh cng t do v thng mi ca cc
nc nh Hongkong, Singapore, Malaysia

 VICT
Cng container quc t Vit Nam VICT (Vietnam International Container
Terminal) l cng chuyn container u tin ti Vit Nam, l lin doanh gia i tc
nc ngoi Mitorienr Enterprise Pte, Ltd c tr s ti Singgapore vi i tc Vit
Nam Tng Cng Ty ng Sng Min Nam SOWATCO.

xiii

c thnh lp t nm 1994, VICT chnh thc i vo hot ng vo cui nm


1998, lp tc VICT thu ht c mt lng khch hng ng k nh cung cch
phc v chuyn nghip v trang thit b chuyn dng hin i vo loi bc nht lc
by gi Vit Nam nh cNu b chy trn ray, cNu khung bnh hi. Vi cNu b loi
ny nng xut xp d trung bnh c th t t 25-28 container/gi, so vi cNu tu v
cNu di ng ch t 12-15 container/gi, y l yu t c xem l quan trng nht
cc hng tu cng nh cc khch hng chn VICT, v thi gian gii phng tu
c rt xung gn mt na, vic ny ng ngha vi vic gim bt chi ph ng k
cho ch tu, ch hng.
VICT cng l cng container chuyn dng u tin Vit Nam p dng v thc
hin h thng vi tnh qun l trong tt c cc hot ng khai thc cng. H thng
trao i d liu trc tuyn (EDI) gia cng v i tc s dng cng gip nng
cao hiu qu v nng sut hot ng ca cng, ng thi mang li rt nhiu tin ch
cho khch hng.
Nm 2002, VICT vinh d n nhn gii thng Cng container nng ng nht
Chu do tp ch LloydsList (tp ch hng hi Chu c uy tn trong lnh vc
vn ti bin v qun l cng bin) trao tng.
Sn lng container thng qua cng lin tc tng qua trong cc nm qua, trung bnh
tng 25.4% nm. Hin sn lng container ca VICT ng th nh khu vc pha
nam sau Tn cng (xem Bng 2.2).
Tuy nhin VICT cng c mt s nhc im nh din tch cng nh, kho bi hn
ch, ng dn vo cng hp thc c iu ny, VICT ang c k hoch m
rng cng nhm p ng nhu cu gia tng ca hng container v dch v logistics
trong thi gian ti.

xiv

 Cng Bn gh
Cng Bn Ngh c thnh lp ngy 20/05/1987, trc thuc Tng Cng ty c Kh
Giao Thng Vn Ti Si Gn. C s vt cht cng gm 11,520 m2 kho; 200,000 m2
bi, vi 4 cu cng c chiu di 816m, su trc bn t 9.5 m n 14.5 m c th
tip nhn tu 30,000DWT, c c trang b 3 cNu dn GANTRY (62T 104T ),
3 cNu b bnh lp (20T 30T) cng cc phng tin chuyn dng khc lm hng
container.
Sn lng container trung bnh giai on 2005-2007 tng gn 20%, y l mc tng
trng kh cao. (Xem bng 2.2)
Nhn chung hin nay cng Bn Ngh vn c mt s hn ch nh: thiu thit b
chuyn dng lm hng container, cha ng dng cng ngh thng tin vo hot ng
qun l, khai thc vn hnh cng, cha c chin lc v ngun nhn lc tha k.
Quy m cng hin i thng th m rng thm na. Sp ti (2009) cng Bn Ngh
li phi di di ra khu vc ngoi thnh.
(gun: Hip Hi Cng Bin Vit am, nm 2007)

xv

Ph lc 3 : M t mu
a im cng kho st
Dia diem Cang khao sat

Valid

Missing
Total

Cat Lai
Saigon
Ben Nghe
VICT
Khac
Total
System

Frequency
25
21
70
89
6
211
1
212

Percent
11.8
9.9
33.0
42.0
2.8
99.5
.5
100.0

Valid Percent
11.8
10.0
33.2
42.2
2.8
100.0

Cumulative
Percent
11.8
21.8
55.0
97.2
100.0

Dia diem Cang khao sat


Missing
Khac
Cat Lai
VICT

Saigon

Ben Nghe

xvi

Gii tnh
Gioi tinh

Valid

Missing
Total

nam
nu
Total
System

Frequency
121
88
209
3
212

Percent
57.1
41.5
98.6
1.4
100.0

Valid Percent
57.9
42.1
100.0

Cumulative
Percent
57.9
100.0

i tng khch hng c phng vn


Doi tuong phong van

Valid

Missing
Total

XNK truc tiep


XNK uy thac
San xuat dich vu
Hang Tau, Dai ly
Khac
Total
System

Frequency
37
46
97
27
4
211
1
212

Percent
17.5
21.7
45.8
12.7
1.9
99.5
.5
100.0

Valid Percent
17.5
21.8
46.0
12.8
1.9
100.0

Cumulative
Percent
17.5
39.3
85.3
98.1
100.0

Tn sut s dng dch v


Tan suat su dung dich vu

Valid

Missing
Total

Duoi 3 lan
3-10 lan
tren 10 lan
Total
System

Frequency
3
116
92
211
1
212

Percent
1.4
54.7
43.4
99.5
.5
100.0

Valid Percent
1.4
55.0
43.6
100.0

Cumulative
Percent
1.4
56.4
100.0

xvii

Tan suat su dung dich vu


Missing
tren 10 lan

Duoi 3 lan

3-10 lan

xviii

Ph lc 4 : Phn tch Cronbach Alpha


Descriptive Statistics
N
RE1
RE2
RE3
RE4
RE5
OUT1
OUT2
OUT3
OUT4
OUT5
OUT6
PRO1
PRO2
PRO3
PRO4
MAG1
MAG2
MAG3
MAG4
MAG5
MAG6
IMG1
RES1
RES2
SATIS1
SATIS2
SATIS3
Valid N (listwise)

211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211
211

Minimum
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

Maximum
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7
7

Mean
4.67
4.03
3.71
4.40
4.61
4.62
4.91
4.92
4.85
4.79
4.69
4.34
4.64
4.38
4.60
4.04
5.02
4.64
4.50
4.71
5.09
4.41
4.62
4.34
4.44
4.07
4.16

Std. Deviation
1.560
1.719
1.570
1.747
1.540
1.533
1.511
1.514
1.462
1.485
1.382
1.511
1.468
1.417
1.711
1.721
1.375
1.490
1.541
1.498
1.541
1.439
1.420
1.520
1.786
1.709
1.674

xix

****** Method 1 (space saver) will be used for this analysis ******
_

R E L I A B I L I T Y

1.
2.
3.
4.
5.

RE1
RE2
RE3
RE4
RE5

A N A L Y S I S

S C A L E

(A L P H A)

Mean

Std Dev

Cases

4.6682
4.0332
3.7062
4.3981
4.6066

1.5596
1.7193
1.5702
1.7465
1.5405

211.0
211.0
211.0
211.0
211.0

Item-total Statistics

RE1
RE2
RE3
RE4
RE5

Scale
Mean
if Item
Deleted

Scale
Variance
if Item
Deleted

16.7441
17.3791
17.7062
17.0142
16.8057

28.7056
26.6270
28.2466
26.8998
30.6144

Corrected
ItemTotal
Correlation

Alpha
if Item
Deleted

.6862
.7339
.7126
.6986
.5642

.8296
.8165
.8230
.8264
.8584

Reliability Coefficients
N of Cases =
Alpha =

211.0

N of Items =

.8605

****** Method 1 (space saver) will be used for this analysis ******
_

****** Method 1 (space saver) will be used for this analysis ******
_

xx

R E L I A B I L I T Y

1.
2.
3.
4.
5.
6.

OUT1
OUT2
OUT3
OUT4
OUT5
OUT6

A N A L Y S I S

S C A L E

(A L P H A)

Mean

Std Dev

Cases

4.6209
4.9100
4.9194
4.8483
4.7915
4.6919

1.5332
1.5107
1.5144
1.4625
1.4846
1.3818

211.0
211.0
211.0
211.0
211.0
211.0

Item-total Statistics

OUT1
OUT2
OUT3
OUT4
OUT5
OUT6

Scale
Mean
if Item
Deleted

Scale
Variance
if Item
Deleted

24.1611
23.8720
23.8626
23.9336
23.9905
24.0900

36.5263
36.5312
37.9096
37.5956
37.5713
38.8157

Corrected
ItemTotal
Correlation

Alpha
if Item
Deleted

.7590
.7737
.6831
.7365
.7235
.7096

.8794
.8772
.8911
.8829
.8849
.8871

Reliability Coefficients
N of Cases =
Alpha =

211.0

N of Items = 6

.9013

****** Method 1 (space saver) will be used for this analysis ******
_

R E L I A B I L I T Y

1.
2.
3.
4.

PRO1
PRO2
PRO3
PRO4

A N A L Y S I S

S C A L E

Mean

Std Dev

Cases

4.3412
4.6445
4.3791
4.5972

1.5110
1.4677
1.4170
1.7110

211.0
211.0
211.0
211.0

(A L P H A)

xxi

Item-total Statistics

PRO1
PRO2
PRO3
PRO4

Scale
Mean
if Item
Deleted

Scale
Variance
if Item
Deleted

13.6209
13.3175
13.5829
13.3649

15.1222
15.2939
15.9395
13.9090

Corrected
ItemTotal
Correlation

Alpha
if Item
Deleted

.6843
.6968
.6627
.6746

.7968
.7920
.8070
.8050

Reliability Coefficients
N of Cases =
Alpha =

211.0

N of Items =

.8422

****** Method 1 (space saver) will be used for this analysis ******
_

R E L I A B I L I T Y

1.
2.
3.
4.
5.
6.

MAG1
MAG2
MAG3
MAG4
MAG5
MAG6

A N A L Y S I S

S C A L E

Mean

Std Dev

Cases

4.0379
5.0237
4.6445
4.5024
4.7109
5.0853

1.7206
1.3747
1.4902
1.5411
1.4982
1.5407

211.0
211.0
211.0
211.0
211.0
211.0

(A L P H A)

xxii

Item-total Statistics

MAG1
MAG2
MAG3
MAG4
MAG5
MAG6

Scale
Mean
if Item
Deleted

Scale
Variance
if Item
Deleted

23.9668
22.9810
23.3602
23.5024
23.2938
22.9194

37.8227
40.2568
39.2792
38.0036
38.6180
39.7601

Corrected
ItemTotal
Correlation

Alpha
if Item
Deleted

.6679
.7321
.7184
.7653
.7549
.6580

.8830
.8720
.8731
.8655
.8674
.8825

Reliability Coefficients
N of Cases =
Alpha =

211.0

N of Items =

.8927

****** Method 1 (space saver) will be used for this analysis ******
_

R E L I A B I L I T Y

1.
2.

RES1
RES2

A N A L Y S I S

S C A L E

(A L P H A)

Mean

Std Dev

Cases

4.6209
4.3365

1.4204
1.5199

211.0
211.0

Item-total Statistics

RES1
RES2

Scale
Mean
if Item
Deleted

Scale
Variance
if Item
Deleted

4.3365
4.6209

2.3100
2.0175

Corrected
ItemTotal
Correlation
.6263
.6263

Alpha
if Item
Deleted
.
.

xxiii

Reliability Coefficients
N of Cases =
Alpha =

211.0

N of Items =

.7691

****** Method 1 (space saver) will be used for this analysis ******
_

R E L I A B I L I T Y

1.
2.
3.

SATIS1
SATIS2
SATIS3

A N A L Y S I S

S C A L E

(A L P H A)

Mean

Std Dev

Cases

4.4408
4.0664
4.1611

1.7862
1.7086
1.6741

211.0
211.0
211.0

Item-total Statistics

SATIS1
SATIS2
SATIS3

Scale
Mean
if Item
Deleted

Scale
Variance
if Item
Deleted

8.2275
8.6019
8.5071

8.7766
9.3741
9.1083

Corrected
ItemTotal
Correlation

Alpha
if Item
Deleted

.6028
.5785
.6369

.6961
.7214
.6584

Reliability Coefficients
N of Cases =
Alpha =

211.0

.7713

N of Items =

xxiv

Ph lc 5: Phn tch nhn t khm ph EFA


Ph lc 5.1: Phn tch nhn t khm ph EFA cho thang o cht lng
dch v

KMO and Bartlett's Test


Kaiser-Meyer-Olkin Measure of Sampling
Adequacy.
Bartlett's Test of
Sphericity

Approx. Chi-Square
df
Sig.

Communalities
RE1
RE2
RE3
RE4
RE5
OUT1
OUT2
OUT3
OUT4
OUT5
OUT6
PRO1
PRO2
PRO3
PRO4
MAG1
MAG2
MAG3
MAG4
MAG5
MAG6
IMG1
RES1
RES2

Initial
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000

Extraction
.642
.702
.729
.651
.463
.701
.709
.546
.609
.615
.623
.670
.650
.595
.609
.554
.641
.596
.681
.651
.556
.533
.567
.665

Extraction Method: Principal Component Analysis.

.696
165.979
3
.000

xxv

Total Variance Explained

Component
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24

Total
12.175
1.590
1.195
.842
.742
.693
.625
.612
.591
.548
.491
.458
.388
.383
.351
.333
.314
.291
.281
.269
.253
.226
.201
.148

Initial Eigenvalues
% of Variance Cumulative %
50.729
50.729
6.623
57.353
4.979
62.331
3.509
65.840
3.092
68.932
2.887
71.820
2.602
74.422
2.551
76.973
2.462
79.435
2.284
81.719
2.047
83.766
1.907
85.673
1.616
87.289
1.597
88.886
1.463
90.348
1.388
91.736
1.309
93.045
1.213
94.258
1.170
95.428
1.122
96.550
1.055
97.604
.941
98.546
.836
99.382
.618
100.000

Extraction Method: Principal Component Analysis.

Extraction Sums of Squared Loadings


Total
% of Variance Cumulative %
12.175
50.729
50.729
1.590
6.623
57.353
1.195
4.979
62.331

Rotation Sums of Squared Loadings


Total
% of Variance Cumulative %
6.859
28.579
28.579
4.272
17.800
46.378
3.829
15.953
62.331

xxvi

Component Matrixa
Component
2

1
OUT1
MAG2
OUT2
MAG5
MAG4
MAG3
OUT4
PRO3
IMG1
OUT3
OUT6
OUT5
RE1
MAG1
RE4
RE2
RES2
MAG6
PRO2
PRO1
RE3
PRO4
RES1
RE5

.794
.787
.781
.773
.756
.755
.754
.730
.728
.725
.714
.710
.708
.707
.701
.696
.685
.681
.673
.661
.649
.648
.623
.616

.430

.494

Extraction Method: Principal Component Analysis.


a. 3 components extracted.

xxvii

Rotated Component Matrixa


Component
2

1
OUT2
MAG4
OUT1
OUT6
OUT5
MAG5
MAG6
OUT4
MAG3
MAG2
MAG1
IMG1
OUT3
PRO1
PRO2
PRO4
RES2
RES1
PRO3
RE3
RE2
RE4
RE1
RE5

.764
.751
.741
.719
.718
.711
.695
.671
.648
.646
.630
.538
.522

.466
.755
.719
.705
.678
.673
.578

.410

.799
.740
.688
.671
.535

Extraction Method: Principal Component Analysis.


Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 5 iterations.

xxviii

Ph lc 5.2 : Phn tch nhn t khm ph EFA cho thang o mc hi


lng, tha mn ca khch hng
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling
Adequacy.
Bartlett's Test of
Sphericity

Approx. Chi-Square
df
Sig.

.696
165.979
3
.000

Communalities
Initial
1.000
1.000
1.000

SATIS1
SATIS2
SATIS3

Extraction
.684
.656
.720

Extraction Method: Principal Component Analysis.

Total Variance Explained

Component
1
2
3

Total
2.061
.513
.426

Initial Eigenvalues
% of Variance Cumulative %
68.698
68.698
17.085
85.784
14.216
100.000

Extraction Method: Principal Component Analysis.

Component Matrixa

SATIS3
SATIS1
SATIS2

Compone
nt
1
.849
.827
.810

Extraction Method: Principal Component Analysis.


a. 1 components extracted.

Extraction Sums of Squared Loadings


Total
% of Variance Cumulative %
2.061
68.698
68.698

xxix

Ph lc 6
Phn tch hi quy tuyn tnh trong m hnh nghin cu
Regression
Variables Entered/Removedb
Model
1

Variables
Entered
Nguoc luc,
Qua trinh
phuc vu,
Nang luc
quan ly,a
phuc vu

Variables
Removed

Method

Enter

a. All requested variables entered.


b. Dependent Variable: Hai long cua khach hang
Model Summary
Model
1

R
.760a

Adjusted
R Square
.571

R Square
.577

Std. Error of
the Estimate
.77620

a. Predictors: (Constant), Nguoc luc, Qua trinh phuc vu,


Nang luc quan ly, phuc vu

ANOVAb
Model
1

Regression
Residual
Total

Sum of
Squares
170.052
124.715
294.768

df

Mean Square
56.684
.602

3
207
210

F
94.083

Sig.
.000a

a. Predictors: (Constant), Nguoc luc, Qua trinh phuc vu, Nang luc quan ly, phuc vu
b. Dependent Variable: Hai long cua khach hang
Coefficientsa

Model
1

(Constant)
Nang luc quan ly, phuc vu
Qua trinh phuc vu
Nguoc luc

Unstandardized
Coefficients
B
Std. Error
.765
.244
.453
.067
.054
.040
.318
.059

a. Dependent Variable: Hai long cua khach hang

Standardized
Coefficients
Beta
.444
.065
.350

t
3.135
6.755
1.361
5.386

Sig.
.002
.000
.175
.000

Collinearity Statistics
Tolerance
VIF
.474
.893
.484

2.110
1.119
2.066

xxx

Collinearity Diagnosticsa

Model
1

Dimension
1
2
3
4

Eigenvalue
3.866
.075
.040
.018

Condition
Index
1.000
7.158
9.772
14.586

a. Dependent Variable: Hai long cua khach hang

(Constant)
.00
.00
.80
.20

Variance Proportions
Nang luc
quan ly,
Qua trinh
phuc vu
phuc vu
.00
.01
.03
.82
.00
.17
.96
.00

Nguoc luc
.00
.12
.25
.62

xxxi

TI LIU THAM KHO


Ting Vit
Hip Hi Cng bin Vit Nam (2007), Tm tt nng lc cc cng thnh vin,
Thnh ph H Ch Minh.
Hong Trng & Chu Nguyn Mng Ngc (2005), Phn tch d liu nghin
cu vi SPSS, Nh xut bn thng k TPHCM.
Nguyn Hong Chu (2004), Mi quan h gia cht lng o to sau i
hc v s tha mn v o to ca hc vin Vit 5am, i hc Bch
Khoa, Thnh ph H Ch Minh.
Nguyn nh Th v cc cng s (2003), o lng cht lng dch v vui
chi gii tr ngoi tri, CS2003-19 Trng i hc Kinh T, TPHCM.
Ph c Tr, V Th Hng Khanh, Phm Hng (1999), Qun l cht lng
theo Iso 9000, NXB Khoa Hc v K Thut.
Xun V, Cc vn ti bin gim cha tng thy, Thi Bo Kinh T Vit
Nam, ngy 12/11/2008.
Ting Anh
Bacheket, D. (1995), Measuring Satisfaction; or the Chain, the Tree, and the
5est, trong Customer Satisfaction Research, Brookes, R. (ed.),
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Bollen, K.A. (1989), Structural Equations with Latent Variables, New York:
John Wiley & Sons.
Bollen, K.A. & R, H Hoyle (1991), Perceived Cohesion: A Conceptual and
Empirical Examination, Social Forces, 69 (2): 479-504
Cronbach, J. L. (1951), Coefficient Alpha and the Internet Structure of Tests,
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xxxii

Cronin, J.J. & S. A Taylor (1992), Mearing Service Quality: A Reexamination


and Extension, Journal of Marketing, 56(July): 55-68
Hair, Jr. J. F. R. E. Anderson, R. L. tatham, & W. C Black (1998),
Multivariate Data Analysis, 5th ed., Prentice hall
Hayes. B. E. (1994), Measuring Customer Satisfaction Development and
Use of Questionare, Wisconsin : ASQC Quality Press
Hoelter, J. W. (1983), The Analysis of Covariance Structure: Goodness-of-Fit
Indices, Sociological Methods and Research, 11:325-334
Lassar. W. M., C. Manolis, & R.D Winsor (2000), Service Quality
Perspectives and Satisfaction in Private Banking, International Journal
of Bank Marketing, 18 (4): 181-199
Oliver, R. L. (1997), Satisfaction A Behavioural Perspective on the
Consumers, New York : McGraw-Hill
Parasuraman. A., V. A. Zeithaml, & L. L. Berry (1985), A conceptual model
of service quality and its implications for future, Journal of Marketing,
49(Fall):41-50
Parasuraman, A., V.A Zeithaml, & L. L. Berry (1988), SERVQUAL: a
multiple-item scale for measuring consumer perceptions of service
quality , Journal of Retailing, 64(1): 12-40.
Parasuraman, A., V.A Zeithaml, & L. L. Berry (1994), Alternative scales for
measuring service quality: a comparative assessment based on
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xxxiii

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