(Luận văn HV chính sách và phát triển) improving the quality of logistics services at vinalines logistics joint stock company

ACADEMY OF POLICY AND DEVELOPMENT ISEFT GRADUATION THESIS TOPIC: IMPROVING THE QUALITY OF LOGISTICS SERVICES AT VINALINES LOGISTICS JOINT STOCK COMPANY Lecturer: Nguyễn Thị Thùy Linh Student: Nguyễn Thị Linh Chi Student number: 5083106532 Class: CLC 8.2 Hà Nội, June 2021 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com THANKFUL The first thank you to the school for creating conditions for our students to study well, helping us in each subject, cultivating specialized knowledge useful for our future path Then, I would also like to thank Ms.Nguyen Thi Thuy Linh, thank you during the internship report for enthusiastically explaining and guiding us, answering all questions and correcting the mistakes we made and she tried her best to help little by little to make your report more complete Finally, I would like to express my sincere thanks to the internship's help from Logistics Sales Manager Dinh Viet Ha, Mr Nguyen Dinh Thinh and Ms Mai Thanh Thuy, every day they work, they also help us try to improve ourselves along with useful sharing about both specialized knowledge of Logistics and work experience Thank you, during these months, for teaching me many things that I cannot learn in class The lessons learned during the working process are always shared with us Thank you for the help of the brothers and sisters in the company, for your answers to my questions about the company, for the subject I am studying To make such a complete report, is the full help of Logistics Manager Dinh Viet Ha, along with the team of brothers and sisters in the company department, is the dedicated explanation of Ms Nguyen Thi Thuy Linh Thank you so much! LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CONTENTS HEADING Research purpose and tasks 2.1 Research purposes 2.2 Research mission Object and scope of research 3.1 Research object 3.2 Research scope Research Methodology Structure of the thesis CHAPTER 1: GENERAL THEORETICAL BASIS ON LOGISTICS SERVICE QUALITY 1.1 Overview of Logistics services 1.2 Overview of the quality of Logistics services 13 1.3 The meaning of improving the quality of Logistics services 16 1.4 Factors affecting the quality of logistics services 18 CHAPTER 2: SITUATION OF LOGISTICS SERVICE QUALITY AT VINALINES LOGISTICS VIETNAM JOINT STOCK COMPANY 24 2.1 General introduction about Vinalines Logistics Vietnam Joint Stock Company 24 2.2 Factors affecting the quality of Logistics services of Vinalines Logistics Vietnam Joint Stock Company 35 2.3 Logistics service business situation of Vinalines Logistics Vietnam Joint Stock Company in the period of 2018 - 2020 43 2.4 Actual situation of logistics service quality at Vinalines Logistics Joint Stock Company 52 2.5 Overall assessment of logistics service quality at Vinalines Logistics Vietnam Joint Stock Company 64 CHAPTER 3: SOME SOLUTIONS TO ENHANCE THE QUALITY OF LOGISTICS SERVICES AT VINALINES LOGISTICS JOINT STOCK COMPANY 72 3.1 Opportunities and challenges for Vinalines Logistics Company 72 3.2 Orientation to improve the quality of Logistics services at Vinalines Logistics Joint Stock Company in 2021 and in the future 74 3.3 Some solutions to improve the quality of Logistics services at Vinalines Logistics Joint Stock Company in the coming time 77 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.4 Some recommendations to the State and related parties (Customs, Ministry of Transport) 86 CONCLUDE 90 REFERENCES 91 SCHEDULE 93 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF TABLES Table 2.1: Table of business results over the years 2018-2020 of Vinalines Logistics Company Table 2.2: Length of streets in Vietnam Table 2.3: Statistics of personnel at Vinalines Logistics Joint Stock Company Table 2.4: Profit from logistics service business Table 2.5: Profit from logistics service business breakdown by market structure Table 2.7: Some indicators of VIMC's logistics business results Table 2.8: Scale of reliability Table 2.9: Scale of responsiveness Table 2.10: Scale of assurance ability Table 2.11: Scale of empathy Table 2.12: Scale of tangible media Table 2.13: Overall satisfaction scale Table 2.14: Response scale Table 2.15: Customer survey questionnaire about the company's service quality LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF CHAPTERS Figure 1.2: Rater service quality measurement criteria Figure 2.1: Flowchart of Billion factory's production process Figure 2.2: Organization chart of Vinalines Logistics Vietnam Joint Stock Company Graph 2.3: Percentage of revenue by business method Graph 2.4: Proportion of revenue by market structure Graph 2.5: Customer satisfaction on reliability of the company VIMC Graph 2.6: Level of customer satisfaction with the response of VIMC Company Graph 2.7: Customer satisfaction on the assurance factor of VIMC Graph 2.8: Level of customer satisfaction on the empathy factor of VIMC Graph 2.9: Customer's evaluation of VIMC's tangible element Graph 2.10: Overall assessment of customers about the Company's Logistics service quality Logistics LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF ABBREVIATIONS ONLY CCL: Cold Chain Logistics CFS: Container Freight station Fee CIF: Cost, Insurance and Freight eDO: electronic Delivery Orders ePort: electronic Ports ESCAP: Economic and Social Commission for Asia and Pacific GDP: Gross Domes Profit ICD: Inland Container Depot ISO: International Organisation for Standardisation JSC: Joint Stock Company MTO: Multimodal Transport Operator PL: Party Logistics TEU: Twenty-foot Equivalent Units U.S: United State UNCTAD: United Nations Conference on Trade and Development VHL: Vinalines Honda Logistics VIFFAS: Vietnam Logistics Association VIMC: Vietnam Maritime Corporation VLA: Vietnam Logistics Business Association VLHL: Vinalines Hoa Lac Logistics WB: World Bank WTO: World Trade Organization LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com HEADING Urgency of the research topic According to Vietnam's commitment timeline when it joined the World Trade Organization (WTO), firms with 100 percent foreign capital have been allowed to enter the domestic logistics sector to provide warehousing and freight agency services as of January 11, 2014 This is a significant challenge for local firms, as foreign firms have long been involved in providing package logistics services using cutting-edge technology, innovative management practices, and substantial experience Meanwhile, the majority of Vietnam's logistics firms today serve only as satellite service providers for foreign logistics firms Many firms still limit themselves to delivering basic and single products and services like transportation, warehousing, customs clearing, and so on, but they lack high-value services In fact, with a limited range of logistical services, our companies can only cover around a fourth of market demand (Cafef.vn, 2010) Logistics has emerged as a potential service business in Vietnam, with an average annual growth rate of 20% to 25%, contributing significantly to the country's economic development Facing development opportunities and strong competition challenges from foreign enterprises, Vietnamese logistics service enterprises have been constantly improving their competitiveness, through infrastructure investment, application of information technology, human resource training and development of new services, as well as strengthening service management capacity Aiming to become one of the leading professional logistics service providers in Vietnam, Vinalines Logistics Joint Stock Company has been focusing on investing in infrastructure development at key hubs, such as Hai Phong Room, Lao Cai, Ho Chi Minh City and towards expanding and diversifying types of logistics services Currently, in addition to constantly improving and perfecting the services that the Company is available, Vinalines LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com has also provided a number of new services, such as warehouse storage, freight transportation, with the purpose of to successfully develop the logistics service chain However, so far, these services still have many limitations, have not brought expected profits and have not met all the needs of customers Therefore, I chose to research the topic "Improving the quality of logistics services at Vinalines Logistics Joint Stock Company" to determine the current status of logistics services of the Company On that basis, some solutions are proposed to promote the strengths as well as overcome the remaining limitations in the Company's operations Research purpose and tasks 2.1 Research purposes On the basis of analyzing the current situation of logistics service quality at JSC Part of Vinalines Logistics, the thesis proposes solutions to complete and improve the quality of logistics services at Vinalines Logistics Joint Stock Company 2.2 Research mission (i) Clarifying the theoretical basis for the quality of logistics services of enterprises (ii) Analyze the current status of logistics service quality of Vinalines Logistics Joint Stock Company to point out the successful aspects, the shortcomings, the limitations that need to be overcome and the causes of those limitations (iii) Proposing solutions to improve the quality of logistics services in the company Vinalines Logistics Joint Stock Company in the coming years Object and scope of research 3.1 Research object Quality of logistics services at Vinalines Logistics Joint Stock Company LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.2 Research scope Time range: Statistical data and surveys for research were collected from 2018 to the end of 2020 Vision of specific solutions to 2030 Spatial scope: The topic focuses on in-depth research on the quality of logistics services at Vinalines Logistics Joint Stock Company Research Methodology Using dialectical methods, methods of information collection, statistics, analysis, comparison and contrast, actual survey, synthesis, to clarify the content of analysis Primary data was collected by survey method Structure of the thesis In addition to the introduction and conclusion, the thesis has three chapters: Chapter 1: General theoretical basis of logistics service quality Chapter 2: The quality of Logistics services at Vinalines Logistics Vietnam Joint Stock Company Chapter 3: Some solutions to improve the quality of Logistics services at Vianlines Logistics Vietnam Joint Stock Company in the future LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com goods This will create favorable conditions for the forwarder to transport the goods more safely because they are directly the packers and carriers, so they understand better than anyone how to pack the goods accordingly they will be highly specialized to perform these tasks In order to attract more and more customers through the warehouse, Vinalines Logistics' member businesses must apply low storage fees, not apply progressive fees so that goods can be stored in large quantities for a short period of time for a long time, especially for goods with large reserves, agricultural products, fertilizers and chemicals in service of agricultural production; have preferential policies for customers who regularly store warehouses; Ensure the safety of the quantity and quality of goods to create peace of mind for customers… In addition, Vinalines Logistics needs to open other types of international services such as purchasing in Logistics, Consulting, both help link partners together, and advise customers on product policies as well as domestic and international laws, creating conditions to promote the increase of international trade Towards the goal that all parties are beneficial, happy, healthy competition for people and economic and social development 3.3.3 Solutions to enhance the assurance factor One of the decisive factors for the success of company policies is the human factor Therefore, a strategy on human resource training is indispensable In the process of performing work, there are often mistakes made for officials and employees, which are due to the limitation of professional qualifications, so they are not able to complete the assigned tasks well and are still irresponsible while working Therefore, both the work of raising the level and educating the ideological consciousness for employees in the company must be given proper attention (i) For the delivery staff (field staff): Freight forwarding is just a foreign trade operation, but hidden in it is a series of different activities related to many fields such as: customs, law, trade, insurance, etc., so even a small 80 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com negligence will cause unpredictable consequences Import and export goods are often high-value goods, fresh goods, special goods, etc., so before a shipper decides to hand over the goods to the forwarder, they must have a solid basis of belief that your goods will be well looked after by the forwarder on your behalf Therefore, the company needs to take measures to improve the qualifications of the staff who work in the forwarding work to have a high sense of responsibility for the goods, to consider them as their own (ii) For employees with vouchers: Having a team of professional staff with a high sense of responsibility for the job is the goal that Vinalines Logistics Vietnam desires And to achieve that desire, Vinanines Logistics should: + Develop a clear and specific written reward and punishment policy on the sense of responsibility for everyone to follow in order to encourage officials and employees to improve their sense of responsibility + Invite domestic and international experienced experts to teach and exchange practical experiences so that the training courses are of good quality + There must always be appropriate policies to employ staff after training As mentioned above, the forwarding operation requires the forwarder not only to have extensive knowledge of the surrounding issues, but also to understand at least one foreign language Therefore, due to the requirements of the job, Vinalines Logistics must regularly improve the professional skills of employees in the company by: o Organize regular courses on professional skills, foreign languages, computers and law for business staff o Organize an annual test to eliminate irresponsible and ineffective staff On that basis, the company will grasp the general professional qualifications of employees in the company in order to take timely remedial measures For example, a test on the level of customs declaration in a certain time must ensure fast and accurate declaration of all information and procedures for customers… 81 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com o There are many other specific measures such as sending officials to study abroad, fully participating in IATA, FIATA meetings, etc o The company should organize discussions on professional expertise, implementation skills, problem solving in the field of Logistics services, especially focusing on the quality of customer care services, for the sake of customers Customers are the ones who determine the success or failure of the company Therefore, all employees have a responsibility to take care of customers o In addition, the Company needs to pay attention to the quality of human resources from the time of recruitment, if good input quality will be the foundation for the long-term development of the company's resources Therefore, the leadership needs to direct the human resources department to develop a recruitment process, the specific recruitment requirements for each job position must be clear It is possible to associate with universities and training schools in Logistics, Import-Export, find suitable students for the company, support trainees in vocational training, train interns to work for the company o There should be social welfare policies in terms of salary, bonus, remuneration, for employees, this is also the foundation for the prosperity and sustainability of an organization, good performance Retaining the right people will help the company always have the necessary human resources to implement the strategies and goals set out by Vinalines Logistics o Enterprises must always update legal documents, closely follow the legal framework, avoid errors related to laws, regulations and regulations in the process of making goods for customers Besides professional activities, organizing programs and mass movements on creation, invention and development initiatives for the company This helps to develop the spiritual life of employees, encourages the creative spirit, enthusiasm, and dedication of each employee 82 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.3.4 Solution to improve empathy factor Vinalines Logistics needs to come up with policies to support and take care of customers of the company, and at the same time, it also shows the understanding of the employees who work and interact directly with customers, thereby showing the attitude and events rings for customers The forms of customer care can be done such as: texting, calling to get feedback after the service ends On holidays, customer birthdays, company anniversary celebrations The company can make visits, send wishes and gifts to customers in order to create sympathy Customer care after service is very important and effective because it is easy for customers to get a sense of the business's sympathy with them To this well, Vinalines Logistics should store customer-related information through the use of customer management software At the same time, the company should also grasp the point of view with all employees, not only those who perform customer care work that: showing sympathy to customers must be the motto of service people When customers feel the company's sympathy for them through support and care, it will help them feel more satisfied with the company and its services, thereby increasing the connection with Vinalines Logistics In order to improve the company's service business when Vietnam integrates into the world economy, the company needs to establish a relationship and create a reputation for customers: regularly contact and visit customers, as well as responding to customers' inquiries and needs in the fastest time possible, well control the time spent on work flexibly and proactively to create a strong impression on customers Regularly monitor the schedule of goods, detect possible situations and promptly notify customers, and solve customer complaints to collect timely data from customers, processing and responding to customers 83 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.3.5 Solutions to improve the tangible factors Stemming from the reason, although it has upgraded technical infrastructure and applied IT to business activities, it is not enough to meet the requirements of the Logistics industry As we know in any business, technical facilities also play a key role in the development process Therefore, the modernization of technical facilities and application of new technologies are essential in improving the service quality of the Company This solution needs to be applied to the entire system of agents, wharfs, departments of departments in the Company The upgrading and expansion of the wharf system and the modernization of the Company's equipment cannot be done in a short time This solution can be applied gradually in the near future The company needs to continue to invest to modernize existing equipment, purchase new equipment, and create favorable conditions for delivery Learn and enhance the application of information technology to your business activities as well as build a more professional website, not only introduce about the Company and services but also need to have more utilities Customers need such as track and trace tools (order tracking), ship schedules, e-booking, tracking documents The effective investment, gradually modernizing the Company's facilities, equipment and techniques will greatly contribute to improving the quality of the Company's Logistics services 3.3.6 Minimize costs, reduce service costs Starting from the reason in the Vietnamese market, the price has a great influence on the service consumption decision Vietnamese businesses are always looking for services with more favorable prices Minimizing costs, reducing service costs is also possible to proceed gradually Therefore, this measure can be applied in the period of 2021 - 2023 The company needs to take measures to cut costs to reduce service costs To cut costs effectively, the Company can take the following steps: 84 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Step 1: Analyze and propose an optimal cost structure and mobilized capital for the Company in each period Step 2: Set up a policy to divide costs and profit levels in a reasonable way so as to both protect the interests of the Company and ensure the benefits for employees Step 3: Control the use of assets in the Company, avoid wasteful use, wrong purposes, but most importantly, raise the sense of responsibility of each employee When the Company minimizes production costs, there will be more costs to invest in improving the quality of the Company's Logistics services 3.3.7 Extend the range of activities Due to the increasing number of customers in both domestic and foreign regions Therefore, the Company needs to expand the market to be able to exploit the maximum number of customers of the Company This solution will be applied both inside and outside the Company in the following areas: Traditional market area: These are the markets in which the Company has built its agent network Following the trend, Logistics companies are still regularly looking for new agents In order to diversify suppliers, there are more options to choose from, so that you can find good prices and reputable and responsible agents The quality of the Company's logistics services depends a lot on these agents because they participate a lot in the service implementation process New area: The expansion of the market into new regions helps the Company to develop more widely, with greater coverage in the world market Creating more prestige for the Company, customers will also be more fully met their needs 85 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.4 Some recommendations to the State and related parties (Customs, Ministry of Transport) 3.4.1 Strengthening the role of the State Stemming from the reason today the State has not really paid attention to the Logistics industry The legal system is still overlapping The guiding and supportive role of the state is extremely important The activities of domestic logistics companies are still fragmented, lacking in comprehensiveness and long-term Even the logistics enterprises themselves not have a real Logistics association with the participation of the state At this point, we only have the Vietnam Logistics Association But the name of the association itself is too old Singapore has transformed the forwarding association into a Logistics association for a long time, but Vietnam has not changed We clearly see that awareness is very important in promoting the growth of members It is necessary to perfect and synchronize the legal policies and laws related to Logistics activities Establish a Logistics association to connect businesses in the field of Logistics together so that they can easily manage and capture the development of Logistics businesses These will create a favorable and organized business environment for Logistics enterprises in Vietnam, including Vinalines Logistics Creating an open but tight legal corridor, helping businesses easily apply the law into practice, creating conditions for Logistics businesses to improve the quality of their services 3.4.2 Investing in infrastructure development Starting from the cause, we are facing a lack of and weak transport infrastructure system To solve this situation, the State needs to improve the transport infrastructure system for the industry: Ports, airports, inland customs clearance ports, roads, railways, warehouses, equipment and related institutions such as tax, insurance, banking, environment, etc All infrastructure systems must be arranged in a reasonable manner as in a continuous planning map, able to interact and support each other effectively The Ministry of Transport can 86 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com propose and recommend to the State to be able to call for more foreign investment to support It is necessary to invest in and upgrade transport infrastructure, encourage rail container transport, and focus on investing in building a transshipment deep-water port in the region These will create many advantages for the transportation of goods, making the circulation of goods safer, easier and faster As a result, Logistics enterprises in general and Vinalines Logistics in particular will limit the unnecessary costs related to the damage and breakdown of goods during transportation, and this will help the Company Improve service quality and satisfy customers 3.4.3 Improve and modernize administrative procedures Originating from the reason that Customs procedures are still cumbersome and difficult Customs procedures have applied modern information technology to help businesses make customs declaration more convenient However, the situation of implicit costs to solve problems and attitudes that cause difficulties for businesses still exists Transparency and simplification of administrative procedures are urgently needed when Vietnam is increasingly integrating deeply with the world Therefore, the State needs to reform administrative procedures at Customs, cut cumbersome procedures and many papers so that customs procedures can be carried out more quickly Effectively apply information technology application to Customs activities in all Customs departments and sub-departments across the country From there, it will reduce the time to process customs declarations of customs departments and sub-departments, and reduce costs related to documents Thanks to that, goods are cleared faster, saving time and money for businesses as well as the State Customs procedures were carried out quickly to speed up the delivery, which increased the confidence of customers in the Company as well as the quality of the Company's services 87 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 3.4.4 Human resource education and training in the logistics industry Stemming from the reason we are lacking a team of professionals in the logistics industry professionally and well-trained The major universities themselves not have specialized teaching departments in this industry, students only learn a little in Freight Forwarding, Foreign Trade Techniques and the content is mainly inclined to transport and transportation receive by sea Therefore, to build a professional Logistics industry, the work of building a team of professional personnel is decisive In the immediate future, it is necessary to organize more domestic and foreign logistics training courses through organizations such as the Economic and Social Commission for Asia and the Pacific (ESCAP), the Association of Asian Forwarders (AFFA), the United the union of international forwarding associations (FIATA)… In the long term, it is necessary to focus on developing long-term training courses at universities and colleges; focus right from the curriculum, the teaching staff The good implementation of the above oriented solutions will contribute to strengthening the construction and development of human resources for the logistics service industry in our country A good and quality human resource will be the premise for the strong development and strengthening of Vietnamese enterprises in today's integration conditions 3.4.5 Promote state-level trade to different regions of the world Stemming from the reason that many state sectors still not have trade relations, it will make it difficult to access the market Overseas Vietnamese commercial counselors play a great role in providing information about partners for domestic enterprises and payment banks However, for a long time, the role of the counselor in this issue has been very weak In some places like Africa, Latin America representative agencies are still very thin, not cover the entire market, not provide enough information for businesses 88 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Therefore, the State needs to quickly set up diplomatic missions and trade representatives in key areas to reduce the situation that a multi-country representative agency leads to low efficiency Especially opening trading agencies because this is a very important condition in promoting trade relations Strengthen bilateral and multilateral negotiations to soon sign a trade agreement in order to create a necessary and adequate legal framework to help expand exchange and trade relations In addition, trade promotion also needs specific support such as: The Government needs to support funding up to 100% for delegations to study in key trade promotion programs nation… The expansion of trade on a global scale will help Vietnam's logistics service businesses have more opportunities to penetrate the international market and cooperation will take place easier In summary, chapter has given some solutions to improve the quality of Logistics services at Vinalines Logistics Vietnam Joint Stock Company On the basis of the causes of the remaining problems in Chapter 2, in this chapter, the topic has also proposed some solutions and recommendations to the State in order to create more favorable conditions for improving the quality of life Quality of the Company's Logistics services from now to 2023 This is also the main goal that the entire topic focuses on to draw upon completion 89 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CONCLUDE As a company operating in the field of Logistics such as Vinalines Logistics, the issue of improving the quality of Logistics services plays a particularly important role Customers will only trust and want to cooperate more with the Company when the Company makes them satisfy their needs With the aim of proposing some solutions to improve the service quality of the Company, the thesis has completed the following main tasks: (i) Presenting an overview of Vinalines Logistics; present an overview of the Company's goals, strategies and business areas; outline and analyze the organizational structure of the Company; analyze the factors affecting the quality of Logistics services of the Company in the period of 2018-2020; (ii) Present the results of Logistics service business of the Company in the period of 2018-2020; analyze and evaluate the quality of Logistics services of the Company in the period of 2018-2020; outlining the advantages, existence and causes of improving the quality of Logistics services of the Company; (iii) Analyze opportunities and challenges for and outline the orientation to improve the quality of Logistics services of the Company; propose solutions for the Company and make recommendations to the State to improve the quality of the Company's Logistics services To complete this thesis, I would like to thank the enthusiastic guidance of lecturer Ms.Nguyen Thi Thuy Linh I also sincerely thank the enthusiastic help and guidance of the brothers and sisters in Vinalines Logistics Vietnam Joint Stock Company Despite being very busy, the brothers and sisters still enthusiastically guide me in both professional and other working skills In the process of researching and implementing the topic, due to limited theoretical as well as practical knowledge, this topic cannot avoid shortcomings I look forward to receiving further suggestions and help from Ms.Nguyen Thi Thuy Linh as well as the brothers and sisters of Vinalines Logistics Vietnam Joint Stock Company so that I can complete the thesis better Thank you sincerely! 90 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com REFERENCES TS Lý Bách Chấn, Lý luận đại Logistics chuỗi cung ứng, Vietnam Logistics Review PGS.TS Nguyễn Thị Hường (chủ biên), Giáo trình Kinh doanh dịch vụ quốc tế, NXB Đại học Kinh tế quốc dân, Hà Nội, 2011 GS.TS Đồn Thị Hồng Vân, Giáo trình Logistics - Những vấn đề bản, NXB Lao động - Xã hội, 2010 Trần Tài Anh, Chuyên đề tốt nghiệp Phát triển hoạt động Logistics Công ty TNHH Một thành viên giao nhận kho vận ngoại thương (Vietrans), Đại học Kinh tế quốc dân, 2011 Hồ Thanh Huyền, Khóa luận tốt nghiệp Một số giải pháp nâng cao chất lượng dịch vụ giao nhận hàng hóa quốc tế Công ty TNHH Tiếp vận Thăng Long, Đại học Kinh tế quốc dân, 2005 Nguyễn Thị Hồng Thúy, Khóa luận tốt nghiệp Một số giải pháp nâng cao chất lượng giao nhận vận tải Công ty cổ phần thương mại vận tải quốc tế Châu Giang, Đại học Kinh tế quốc dân, 2007 Cơng ty chứng khốn Phố Wall, Báo cáo ngành Logistics Việt Nam, 2010 Quốc hội Nước cộng hòa xã hội chủ nghĩa Việt Nam, Luật Thương mại, 2005 Thị trường Logistics: Bánh to, cắn nhỏ, Bài 1: Thua đau sân nhà, http://www.dunghangviet.vn/hv/mo-goc-nhin/uu-tien-hangviet/2011/07/thi-truong-logistics-banh-to-can-nho-bai-1-thua-dau-sannha.html, 13/07/2011 10 Thị trường Logistics: Bánh to, cắn nhỏ Bài 2: Logistics HUB - Chậm chân, phần, Thứ tư, 13/07/2011 http://www.dunghangviet.vn/hv/mo-gocnhin/uu-tien-hang-viet/2011/07/thi-truong-logistics-banh-to-can-nho-bai2-logistics-hub-cham-chan-mat-phan.html 11 Website Công ty Cổ phần Vinalines Logistics Việt Nam www.vinalineslogistics.com.vn 12 Báo cáo kế hoạch thực dự án đầu tư chất lượng, số lượng nguồn nhân lực (ngày 15 tháng năm 2010) 91 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com 13 Báo cáo tổng kết hoạt động, sản xuất kinh doanh năm 2019 phương hướng kế hoạch thực năm 2020 Công ty Cổ phần Vinalines Logistics Việt Nam 14 Báo cáo thường niên năm 2020 Công ty Cổ phần Vinalines Logistics Việt Nam 15 Điều lệ tổ chức hoạt động Công ty Cổ phần Vinalines Logistics Việt Nam (năm 2019) 16 Nội quy lao động Công ty Cổ phần Vinalines Logistics Việt Nam (kèm theo Quyết định số:63 VNLL/QĐ-TCHC ngày 13 tháng năm 2020 Tổng giám đốc Công ty) 17 Quy chế tổ chức hoạt động cảng Nội địa (ICD) Lào Cai (ban hành kèm theo định số 95/QĐ-HĐQT ngày 2/12/2009 HĐQT Công ty Cổ phần Vinalines Logistics Việt Nam) 18 Quy chế tổ chức hoạt động chi nhánh Công ty Cổ phần Vinalines Logistics Việt Nam Tại Quảng Ninh (ban hành kèm theo Quyết định số 12/QĐ-HĐQT ngày 18 tháng năm 2008 HĐQT Công ty Cổ phần Vinalines Logistics Việt Nam) 19 Quy chế tổ chức hoạt động chi nhánh Công ty Cổ phần Vinalines Logistics Việt Nam Tại Hải Phòng (ban hành kèm theo Quyết định số 08/QĐ-HĐQT ngày 10 tháng 12 năm 2007 HĐQT Công ty Cổ phần Vinalines Logistics Việt Nam) 20 Quy chế tổ chức hoạt động chi nhánh Công ty Cổ phần Vinalines Logistics Việt Nam Tại TP Hồ Chí Minh (ban hành kèm theo Quyết định HĐQT Công ty Cổ phần Vinalines Logistics Việt Nam) 21 Quyết định “Về việc Ban hành Quy định Chức năng, nhiệm vụ, quyền hạn phòng ban” năm 2010 92 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com SCHEDULE Table 2.15: Customer survey questionnaire about the company's service quality Evaluate Criteria Comment The company always provides goods rieably (implements the commitment to deliver and receive goods on time) The company always ensures safe goods (no Reliablility loss and no damage) The company always ensures the accuracy of vouchers (vouchers not wear errors) The company conducts the documentation procederes quickly The company solves customer queries quickly The company always performs the service Response consistently The company’s services are always diverse and available (whenever and wherever Customers know a lot of information through the advice of the company’s staff The company's ability to track freight is good, always guaranteed Guarantee Attitude and service of the company's staff are professional, polite, good communication Customers feel confident in the professional qualifications of the Company's staff 93 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Company employees are always ready to respond to customers' requests and questions as quickly as possible Consensus Employees have good knowledge of the requirements and needs of customers to serve each customer in the most thoughtful way The company understands the needs and requirements of customers The company has full equipment and facilities to serve customers' needs at all times The company's infrastructure is good, the office is spacious The tangibles The company always ensures complete information about goods information and delivery time Company employees dress politely, suitable for the working environment Customers are completely satisfied with the Overall service provided by the Company statisfaction Customers will continue to transact with the Company in the near future 94 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ... the quality of logistics services of enterprises (ii) Analyze the current status of logistics service quality of Vinalines Logistics Joint Stock Company to point out the successful aspects, the. .. situation of Vinalines Logistics Vietnam Joint Stock Company in the period of 2018 - 2020 43 2.4 Actual situation of logistics service quality at Vinalines Logistics Joint Stock Company ... assessment of logistics service quality at Vinalines Logistics Vietnam Joint Stock Company 64 CHAPTER 3: SOME SOLUTIONS TO ENHANCE THE QUALITY OF LOGISTICS SERVICES AT VINALINES LOGISTICS JOINT