Professional Documents
Culture Documents
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.
LI CAM OA
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
1.2
1.2.1
1.2.2
1.3
1.3.1
nh ngha ................................................................................................... 17
1.3.2
1.4
1.4.1
1.4.2
1.4.3
1.4.4
1.5
Tm tt ........................................................................................................ 26
2.2
2.2.1
2.2.2
2.2.2.1
2.2.2.2
2.2.2.3
2.2.2.4
2.2.3
2.2.4
2.3
2.3.1
2.3.2
Phn tch mt s ch tiu ca cm cng thng mi thnh ph H
Ch Minh .......................................................................................................... 37
2.3.3
2.3.3.1
2.3.3.2
2.4
Tm tt ........................................................................................................ 42
3.2
3.3
3.3.1
3.3.2
3.4
3.5
Tm tt ........................................................................................................ 47
4.2
4.3
4.3.1
4.3.1.1
4.3.1.2
4.3.2
4.3.2.1
4.3.2.2
4.4
4.5
4.5.1
4.5.2
4.6
Tm tt ........................................................................................................ 60
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
5.3.2
5.4
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 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
10
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
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.
12
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.
13
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.
14
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
17
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.
19
20
21
Cc ch tiu
nh ngha
Tin cy (Reliability)
(Reponsiveness)
3
Nng
lc
phc
(assurance)
vi khch hng
ng cm (empathy)
Phng
tin
hnh(Tangibles)
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
Cc yu t cu thnh(item)
Ngun lc (Resources)
Nng
lc
v(Outsources)
24
trnh
phc
(Process)
Nng
lc
qun
(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
nhim
(Social responsibility)
25
26
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
28
29
30
Xy dng quy hoch, k hoch pht trin ca cng bin trong phm vi trch
nhim.
31
32
33
34
L ni ra vo neo u ca tu
Lp k hoch xp d ca tu.
Xp d, lu bi v bo qun container.
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.
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
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
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
38
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)
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
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
41
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
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
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
Thang o s
dng
Hiu chnh
- Kim nh gi thuyt
- Phn tch hi quy tuyn tnh
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:
-
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
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
47
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.
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
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
Frequency
Valid
Missing
Total
Percent
Valid Percent
Cumulative
Percent
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
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
50
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
51
ii.
iii.
iv.
v.
52
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
53
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
Approx. Chi-Square
.951
3355.378
Df
276
Sig.
.000
54
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
50.729
6.623
4.979
Cronbach Alpha
0.9436
0.8747
0.8605
55
Tn bin
S lng bin
Cronbach Alpha
13
0.9436
0.8747
0.8605
56
.827
SATIS2
.810
SATIS3
.849
Egigenvalue
2.061
68.698
Cronbach Alpha
.7713
57
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
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
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
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
-
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.
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.
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
ii
1.
06
07
08
09
11
cng tt, n nh
3.
B tr cc khu vc lm th tc, ly 1
cng tt
5.
cng tt
6.
12
7.
13
14
nhanh chng
8.
v nhn hng ng hn
iii
9.
15
16
Cng m bo chnh xc ca 1
17
18
chng t
12.
Cc th tc hi quan ti cng n 1
19
14.
20
21
22
23
24
25
yu cu ca khch hng
16.
18.
l ca cng cao
iv
20.
26
27
28
29
30
31
32
33
28.
Bn hi lng c s vt cht
34
29.
35
khch hng
22.
24.
25.
Cng lun m bo yu t mi 1
27.
v
lng dch v
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
Nam
38
vi
Si Gn
Bn Ngh
VICT
Cng khc
05
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.
06
07
08
09
11
12
13
14
15
cng tt, n nh
3.
B tr cc khu vc lm th tc, ly 1
cng tt
5.
cng tt
6.
nhanh chng
7.
v nhn hng ng hn
8.
viii
hng ha
10.
Cng m bo chnh xc ca 1
16
chng t
11.
17
12.
18
19
20
21
22
23
24
25
yu cu ca khch hng
14.
16.
l ca cng cao
18.
khch hng
ix
20.
26
27
28
29
30
31
26.
Bn hi lng c s vt cht
32
27.
33
22.
23.
Cng lun m bo yu t mi 1
25.
v
lng dch v
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
Nam
36
xi
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
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
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
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
Valid
Missing
Total
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
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
Duoi 3 lan
3-10 lan
xviii
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
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
.696
165.979
3
.000
xxv
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
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
xxvii
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
xxviii
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
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
Component Matrixa
SATIS3
SATIS1
SATIS2
Compone
nt
1
.849
.827
.810
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
R
.760a
Adjusted
R Square
.571
R Square
.577
Std. Error of
the Estimate
.77620
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
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
(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
xxxii
xxxiii
Vinh Van Thai & Devinder Grewal (2005), Service Quality in Seaports,
Australian Maritime College.
Zeithaml, V.A. & M.J. Bitner (2000), Service Marketing, Boston: McGrawHill