42 H^ KINHTf XAY DLTNG M H I N H D O LlTONG SlT HAI LONG CUA NHAN VIEN TRONG CONG VIEC TAI CANG HANG KHONG SAN BAY PLEIKU Ngay nh?ii bai: 26/09/2014 -_ -, Ngay nhan lai 03/12/2014 Ngay duy?t dang: 15/12/2014 C ^ ' ^ "^ I > ^ rr//i*7-|/W Le Thi Phuffng Link TOM T A T Muc tieu chinh cua nghiin cuu Id xdy dung md hinh ludng s^ Aa/ long cua nkdn vien lrong cdng viec tgi Cdng hdng khdng - sdn bay Pleiku Phuangphdp lay mdu thugn tien dugc sudung nhdm khai thdc vd thu nhgp thdng tin tir doi tugng khdo sdt (bao gdm nhdn vien vd cdc trudng bd pkdn/phdng ban) Dir lieu khdo sdt dugc xir ly bdng phuang phdp thdng ki md td vd hdi quy da biin Nkirng pkdt bien ciia nghiin cuu ndy bao gdm: (1) Tien luang Gidm sdt Bdn chat cdng viic cd dnh hudng din Su hdi long cdng viic cua nhdn viin; (2) 5if hOii hink, 5if ddp ufjg cd dnh hudng ddng ki din Chdt luang dich vu ngi bg; vd (3) Clidt lugng dich vw noi bg tdc ddng lin Su hdi long cua nhdn viin cdng viic Kit qud cua nghien ciru se hdti-gcdc nhd qudn ly Cdng hang khdng - sdn bay hogch dinh chinh sdch viec sir dung lap dgng cUng nhu ddnh gid dugc su hdi Idng cua nhdn viin lrong cdng viic, tir cd nhung quyet sdch hgp ly cdng tdc qudn tri ngudn nhdn luc cua minh Tir khda: S^r hdi long cdng viec, Chi sd md td cdng viec dieu chinh, Chdt lugng dich I-M ndi bd, Cdng hdng khdng - sdn bay The objective of the research is to build a model to measure the employee's job satisfaction The research was conducted at Pleiku Airport Entty-level workers and section chiefs in every division were interviewed lo collect data for tke research While convenience sampling was used to yield knowledge from employees, responses were analysed using descriptive statistics and multiple regression analysis Findings from this study show tkat: (1) Salary, Supervisor Work has a direct influence on Job Satisfaction; (2) Tangibility, Responsiveness have strong impact on Internal Service Quality; (3) There is a positive relationship between Internal Service Quality and Job Satisfaction Based on the results, recommendations are given to the managers of Pleiku Aiiport in making suitable decisions and policies for Human Resource Management Keywords: Job satisfaction Adjusted Job Descriptive Index, Internal Service Quality, Airport Gioi thi^u Co nhiiu dinh nghta khac vS Su hai long cdng viec, Uiy nhiSn mgt ngudi lao dong dugc xem la cd su hai long cfing viec dugc dap ung dly du cac ySu tfi vS vat chit va tinh thin tai noi lam vi?c (Graham 1982; Chermerhom, 1993; Speclor, 1997; Rabbins va cac cfing su, 2003) DS danh gia su hai long cfing viec, Smidi ciing cac cfing su (1969) da ' TS Tniong Dgi hgc Ton Dire Thang Email, lnnhRianli(aldLedu \TI } Hoc vicn Hang khong \'icl Nam dua Chi sfi mfi ta cong vi?c (JDI- Job Descriptive hidex) danh gia tren nain ySu tfi; ^ ^ ^^'^^ cong v.ec Dong^nghiep, Tien Iuang, ^ f ^ ^ i ' " ^ ' ! f k ^ ^ , ? f ? ^ '''"• l?"" ^"^ P^^-S g^.^^a, 20D5b) da bo sung thern hai ySu td: P^"^,,*'? ""^ ^?' va Moi tnrong lam v.?c vao "1^ hmh JDI ban Jau va ggi la Chi so md ta ^""2 ,^'!^ f ^^ f'"^ ^^^^^- ^^^^^^^^ ^^^ descriptive index) TAP CHI KHOA HOC TRUONG OAI HOC MOTP.HCM - S (40) 2015 Sir hai long cdng viec cdn dugc danh gia dua trSn chat lugng dich vu npi bp (ISQIntemal Service Quality) (Hesketl va cac cfing su, 1994; Tsai va Jui-Ho, 2004) Sasser va Arbeit (1976) la nhung ngudi dau tiSn nghiSn ciiu va xem xel nhan viSn ciia cong ty vdi tu each la nhiing khach hang ngi bp ciia doanh nghiSp Hallowell va cac cpng s^r (1996) dS dS cap den mdi quan he chat che giiia chat lugng dich vu ndi bg doanh nghiep va sv hai long ciia nhan viSn lrong cdng viec, lir dd cho thay mdi lien he quan trgng giiia hai yeu Id Frederick va Mukesh (2001) dinh nghia chat lugng dich vu npi bp chinh la mdi Irudng ben lrong doanh nghiep, la loan bp nhung san pham dich vu ma doanh nghiep cung cap cho nhan vien cua minh Nhiing nam trd lgi day, cd rat nhieu phuong phap da dugc phat trien de ludng chit lupng dich \'u Song song vdi nd, nhieu nha nghien cuu ciing chi rang co mpt mdi tuong quan giua chat lugng dich vii ngi bg va cac dich vu n ^ td chiic cung cap cho cac khach hang ben ngoai ciia hp (Reynoso va Moores, 1995) Chinh diSu da thuc day n§ luc ring cd the ludng chat lugng dich vu npi bd doanh nghiep bing vi^c ap d\mg thang SERVQUAL (Kang va cac cpng su, 2002) Mo hinh SERVQUAL dugc cdng bd dau tien bdi Parasuraman (1985; 1988; 1991; 1993) Parasuraman va cac cdng sir (1988) khang djnh r5n^ SERVQUAL !a mgt dyng cy lucmg chat lugng djch vu tin cay va chinh xac va thang dugc su dung rpng rai (Buttle, 1996; Robinson, 1999) Kang va cac cpng su (2002) cung da Sli dung thang SERVQUAL Iam cdng cu dS ludng chat lugng dich vu ngi bg nghien ciiu cua minh Hign su thieu hut nguon nhan lyc cd chdt lugng c ^ g gia tang mgi nganh nghS, dac biel la dfii vdi nganh hang khong Vi vay vigc giii chan nhan viSn §i6i va c6 kinh n^iSm Cling nhu thu hiit nguon nhan lyc cd trinh dp trd moi quan tam hang diu cua cac td chiic, doanh nghiSp hang khong (Mohamed Elamiri, 2013) Cang hang khfing san bay Pleiku la mgt Cang dia phuong vdi quy md nhd ve cdng sual khai thac nhung cung rit quan tam tdi viec sd hixu mgl ddi ngii lao ddng dli ve sfi lugng va chat lugng Nam 2013, Cang hang khdng - san bay Pleiku cd 125 nhan vien, sd nhan vien co trinh dg Cao dang va Dai hgc chiem 55%, trung cap va so cap chiem 32%, va 13% la nhan vien co trinh dp Trung hpc phfi thfing Do tinh chat cong vi$c yeu cau su chinh xac, sy phoi hgp dong bg giua cac phong ban, cudng dp lam vi?c dudi ap lyc cao (lieng dn san do, nha ga; su diing gid, an toan - an ninh va chinh xac dieu hanh bay, ) doi hdi ngudi nhan vien phai thuc su cd chuyen mon, nang lyc va long ySu nghe Chinh vi vgy vj?c danh gia miic dp hai long cua nhan vien cdng viec la mdt viec cd y nghTa sy phal trien cua Cang tucmg Iai Muc tieu nghien ciru Muc tiSu ciia de tai la xay dyng md hinh Iudng su hai long cua nhan vien Uong cdng viec De dat dugc muc tieu chinh nay, cac tac gia budng den giai quyet cac muc tieu nho sau day: • Xac dinh cac nhan Id co anh hudng dSn su hai Idng cfing viec ciia nhan viSn Cang hang khdng - san bay Pleiku thdng qua Chi sd md ta cong vi$c diSu chinh • Xac dinh cac lfi cd anh hudng den chat Iugng dich vu npi bp ma Cang hang khfing - san bay Pleiku cung cap cho nhan vien • Xac dinh mfii quan he giua chat lugng dich \TJ ndi bp va su hai long vS cfing viec cua nhan vien Cang hang khfing san bay Pleiku • Dk xual kien nghi nham nang cao sy hai long cdng viec cua nhan vien va nang cao chat lugng dich vu nfii bp cua Cang hien tai Mo hinh nghien curu 3.1 Xdy dfrng biin vd thang ito Thang dugc thiet ke dua tren AJDI va ISQ va cd rapt sd dieu cbinh vS so Iugng cau hoi ciing nhu npi dung cau hdi cho phii hgp vdi thuc IS tai Cang hang khong - san bay Pleiku Nghien ciiu tien hanh khao sat nhan vien lara viec d cac phong ban va bd phan khac KINH Tf tgi Cang hang khfing - san bay Pleiku Sd lugng mlu la 125 Phuang phap lay mlu Thuan tien DS nhan dien, hieu chihh cac thang va dam bao tinh chinh xac cho cac cau hdi frong bang khao sat, tac gia phdng vin chuyen sau vdi chuyen gia, sau dfi tiSn hanh phong van thii 20 nhan vien Trong tdng so 125 bang khao sat su dyng frong dgt dieu tra, c6 105 bang dgt ySu cau va dugc sii dyng cho nghien ciru Dil lieu khao sat se dugc xir ly vdi sy ho tra ciia ph5n mSm SPSS D& lieu dugc ma hoa va Iam sach, sau dugc phan tich thfing qua cac ky thugt sau: Thfing kS mfi la mSu va thdng tin cua mau; Danh gia dp tin cay thfing qua h? so Cronbach Alpha; Phan tich nhan td kham pha; Kiem djnh mfi hinh ly thuyet va gia thuyet nghiSn curu 3.2 Mo hinh nghien cuv de xuat Mo hinh nghiSn ciiu dS xuat nham danh gia Su hai long cdng vi?c, the hien mdi tuong quan giiia Chdt lugng djch vy ngi bp va Su hm long ciia nhan vien dugc trinh bay frong Hinh dudi day; Hinh I Mo hinh nghien cuu de xuat Ban chat cong xa^c Sy hiiu hinh Phuclgi x3 hgi Su tin cay L Su h^i long vl i cfing viec * f (AJDI) Dong nghiSp Sygiarasat Sy thang tien Moi tnrdng lam viec Chat Iugng dich vy ngi bfi (ISQ) Sir dap img Sy phuc vu // / / Suc^ thdng Ngudn: Tdc gid Mfi hinh nghiSn cuu dS xuat la su ket hgp ciia ba mfi hinh: (1) lucmg Su hai long vS cdng viec (Thang AJDI - Tran Kim Dung, 2005); (2) ludng Chat lugng dich vu nfii bg (Thang ISQ - Parasuraman, 1985); va (3) ludng Mfii tucmg quan giua Chat lugng dich vy ngi bg va Su hai long ve con^ viec Diem mdi ciia md liinh nghiSn ciiu dS xuat la sir dyng kSt hgp mfi liinh (2) va (3) de ludng Su hai long cfing viec cua nhan viSn Cu the Sy hai long cfing viec cua nhan vien dugc luimg mfii tuong quan vdi Chat lupng dich vu npi bfi - dieu raa cac nghien ciiu gan day it dS cap dSn nhung thuc te cho thay chat lugng dich vu ngi bd la nhan to dugc danh gia co miic dp anh hudng ldn den Sy hai long cong viec (Tsai Jui -Ho, 2004) Trong mfi hinh (2), nSra to (nara bien dpc lgp) ciia mfi hinh dugc ludng bang thang SERVQUAL va biSn pbu thudc Chil lugng dich vy npi bp (ISQ) dugc ludng bang cac bien quan sat: - Mlic dp hai long ciia nhan vien doi vdi chat Iugng dich vy ndi bd ciia Cang - Mirc dp ho frg ciia cac dich vu ngi bg giiip nhan viSn hoan t6t cfing viec - Mlic san sang lham gia de xuit y TAP CHi KHOA HQC TRU'ONG OAI HOC MOTP.HCM - S (40) 2015 kien nhara cai thien chil lugng djch vu npi bg ciia nhan vien pS dgt dugc myc tieu nghien ciiu, tac gia dS xuat cac gia thuySt nghien cuu sau: Gid tkuvei HI: Ban chat cdng viec cd anh huomg den sy hai long ve cdng vi?c ciia nhan vien Gid thuyit H2: Tien luong cd anh hudng dSn su hai long ve cfing viec cua nhan vien Gid thuyit H3: Phiic lgi xa hfii cd anh hudng den su hai long ve cdng v i ^ ciia nhan vien Gid thuyet H4: E)ong nghiep co anh hudng dSn su hai long ve cdng viec cua nhSn vien Gid thuyit H5: Sy giam sat cd anh hudng den su hai long ve cdng viec ciia nhan vien Gid thuyet H6: Sy thang tiSn co anb hudng den su hai long ve cdng vi?c ciia nhan vien Gid thuyet H7: Moi trudng lam viec cd anh huomg den sy hai long ve cfing viSc ciia nhan vien Gid thuyet H8\ Sy hiJu htnh co anh hudng den Chat lugng dich vy ngi bg Gid thuyet H9: Sy tin c|y cd anh hudng den Chat lugng djch vy npi bg hudng dSn Chat lugng dich vu ndi bd Gid thuyet HIT Su phuc vu cd anh hudng den Chit lugng dich vy ngi bg Gid thuyil H12: Sy ddng cam cd anh hudng den Chat lugng djch vu ndi bfi Gid thuyet HI3: Chat lugng dich vu npi bfi anh hufirng den Sir hai long cdng viec cua nhan vien Ket qua va thao Iuan - Kiem dmh tin cay va phSn tfch nhSn th kham pha Kiim dinh Un cgy: Ddi v&i md hinh AJDI, kSt qua kiSra dinh dp tin cay chi ring bien dpc lap va bien phu thufic co he sfi tuong quan bien tdng bien ldn hom 0,3 va h§ sfi tin cgy Xim hon 0,6 dugc su dung liep de pban tich nhan to Bien Mfii trudng lam viec bi loai bd (he sfi tin cay nho hon 0,6) (xem Bang 1) Ddi vdi md hinh ISQ, Su hiiu hinh, Su tin cay, Su dap img, Su phuc vu, Su ddng cam deu cd he sfi tuong quan bien - tong bien ldn ban 0.3 va he sd tin cay ldn hon 0,6 Cac bien thfia man dieu kien va dugc su dung de phin tich nhan td kham pha (xem Bang 1) Gid thuyet HIO: Sy dap iing cd anh Nhan to Mfii trudne lam viSc Ban chit cdng viec TiSn luong Phiic lgi Dfing nghiep Giam sat Thang tien Su hai long Sy huu hinh Su lin cay Sy dap ling Sy phuc vu Sy dfing cam Chil lugng dich vy ngi bfi Bang Ket qua Idem dinh tin cay Tong phuomg sai trich Do tin cay (%) 0,485 0,745 0,891 0,738 0,803 0,858 0,910 0,834 0,863 0,902 0,857 0,878 0,666 0,824 Ket lu^n Loai bfi 69,480 75,418 Thfia man 69,382 Thoa man 46 KINH TE Phdn tich nhan td khdm phd: lucmg va Phiic lgi) (xem Bang 2) Ddi vdi md hinh AJDI, cac bien quan sat dua vao phan lich nhan lfi dugc gom lgi nhdm nhan tfi Trong nhdm nhan to mdi co nhdm nhan tfi cd su thay doi ve pban cac biSn quan sat (Nhdm nhan td Tien Vdi md hinh ISQ, 26 biSn quan sat dugc nit ggn nhdm nhan to Nhdm nhan to Su phuc vu, Sy dong cam cd su thay doi ve phin cac bien quan sal (xem Bang 2) Bang Nhom nhan to co s^ thay doi ve phan bien quan sat Md hinh Ten Nhdm nhSn to mM Tien luang AJDI Phiic lgi Sir phuc vu ISQ Sir dong cam Ten bi^n quan s^t thay doi H^ s6 tai nhan t6 Tien luang_2 0,804 Tien Iuang_l 0,795 Tien Iuang_3 0,791 Tien lucmg_4 0,764 Phiic lcri_4 0,715 Phiic Icril 0,789 Phiic lcri_2 0,710 Phiic lai_3 0,656 Phuc vu_2 0,877 Phuc vu_l 0,814 Phuc vu 0,770 Dong cam 0,711 Phuc vu 0,691 Dong cam_l 0,848 Dong cam 0,828 Dong cam_3 0,487 ca hai md hinh, cac nhom nhan to cd sy thay doi ve phan bien quan sat deu dugc kiSm dinh lgi bang he sd tin cay Cronbach's alpha Ket qua kiem dinh cbo thay cac nhdm deu thda man cac diSu kien Cronbach's alpha - Kiem dinh dfi phu hop cua md hinh Xet ba mo hinh: md hinh AJDI, mfi hinh ISQ va mfi hinh Iudng anh hudng ciia ISQ Ien AJDI, R^ hieu chinh ciia ba mo hinh ciio Ket qua Idem dinh tin cay 0,886 0,759 0,877 0,654 biet su bien thien ve miic dd hai Idng cfing viec ciia nhan vien va chil lugng dich vy ndi bp dupc giai thich bdi mfii lien he tuyen tinh ciia cac bien dpc lap CJ day, miic dp phu hgp cua ba md hinh tucmg ddi cao (xem Bang 3) Ca ba md binh cd gia tri Sig.< 0,05 cho thay cac bien dua vao phan tich dSu cd y nghia thong ke vdi mirc y nghia 5% Dieu cd nghia rang mfi hinh tac gia xay dyng phii hpp vdi tap dir lieu va co thS suy rfing cho tfing thS TAP CHi KHOA HOC TRUONG DAI HOC MOTP HCM-S(3 (40)2015 Bang Danh gia d$ phu hop ciia mo hinh Mo hinh AJDI Tom tat mo hinh'' | R^ dieu chinh | 0,389' Gia trj Sig F thay dSi 0,011 a Cac nhan 16 dubdo (Hdngso) Gidm sal, Cong viic Tien luang b Sien pbu thudc: Suhdi Idng ISQ 0,362" a.Cdc nhdn to dubdo: (Hang so) Sif hihi hinh, Sif phae m b.Bien phu thuoc: Chdt lifOng dich vu not bo Moi quan he ISQ & AJDI 0,778" 0,001 0,000 a Cdc nhdn to dtf bdo: (Hang s6) Chdt lugng djch vu noi bg b Bien phu thunc: Sir bdi long S£ - Kiem dinh cdc gia thuyet nghien cihi Ket qua kiSra dinh cho thiy (xem Bang 4): Vdi md hink AJDI, gia thuySt HI va gia thuyet H2, gia thuySt H5 dugc c b ^ nhgn: ^i " Ban chit cfing viec (Beta = 0,276 va Sig = 0,001), TiSn luong (Beta = 0,240 va Sig = O.OII) va Sy giam sat (Beta = 0,311 va Sig.= 0,002) cfi anh hudng dSn sy hai Idng frong cdng viec ciia nhan vien Trong do, Giam sat cd lim anh hudng Idn nhat den Sy hai long cua nhan viSn cdng vi?c Ban chat cdng viec, TiSn lucmg lan lupt la ySu tfi thir hai va thir ba anh hudng den sy hai ldng cfing viec ciia nhan vien Gia thuyet H3, gia tbuyet H4, gia thuySt H6 va H7 bi bac bd Vdi md hinh ISQ, gia thuyet H8 va gia thuySt HIO dugc chap nhan: Sy hiiu hinh (Beta = 0,403 va Sig = 0,000) va Su dap ling (Beta = 0,302 va Sig = 0,001) cd inh hudng den chil Iupng dich vy ndi bg cua Cang Trong dd, Su him hinh la yen td cd raiic dnh hudng manh nhat den chat Iugng dich vu ngi bd Sy dap ung xep thii hai ve miic dp anh hudng Gia ihuyel H9, gia thuyet H I I , gia thuyetH12bibacbd Vdi md binh ludng mdi quan hi giira ISQ vd AJDI, gia ihuyel HI dugc chap nhgn Nhan td Chat lugng dich vu ngi bd (Beta = 0,883 va Sig = 6,000) cd anh hudng dSn Sy hai long cfing viSc cua nhan vien Khi ySu tfi chat lugng dich vy tang ISn don vi tbi sy hai long cong viec cua nhan vien tang 0,883 donvi Bang Ket qua kiem djnh cac Gia thuyet nghien cihi Gia thuyet | Hg so chuin hoa Beta [ Sig | Kiem djnh gia thuyet Mo hinh AJDI HI 0,276 0,001 Chap nhan H2 0,240 0,011 Chap nh^n 0,920 Bac bo H3 -0,010 H4 0,037 0,634 Bac bo 0,002 Chap nhan H5 0,311 H6 0,068 0,504 Bac bo Mo hinh ISQ H8 0,403 0,000 Chap nhan H9 0,124 0,225 Bac bo HIO 0,156 0,052 Bac bo Hll 0,302 0,001 Chap nhan H12 0,119 0,168 Bac bo MS hinh ludng moi quan he ISO va AJDI 0,883 I 0,000 Chap nhan KINH Tf Hinh Ket qua mo hinh nghien cuu Ban chat cdng VlSc p=0.276; Sig^O.OOl p=0.240;Sig=0.01l S y hai Tien luong Sy giam sal p=0.403; Sig=0,000 B=0.883 ldng cfing 1^ Sig=0,000 p=0,3n;Si^O,002 i Chit lugng dich vu npi bp " Sy hiiu hinh Sy dap irng P=0,302; Sig=0,001 Ket Iuan Thu nhdt, nghiSn curu da xac djnh dugc: - Doi vdi md hinh AJDI: Ban chat cfing viec (gia thuySt HI), Tien lucmg (gia ihuySt H2), Su giam sar (gia thuyet H5) cd anh hudng dSn su hai long cong viec cua nhan vien; - Doi vdi md hinh ISQ: Su hihi hmh (gia thuySl H8) va Su dap ling (gia thuySt HI 0) cd anh hudng den Chit Iugng dich vu ngi bg ciia Cang, bfi Ui nhan sy chua thyc su hpp li, diing ngudi diing viec de thuc day nhan vien phat buy nang luc ca nhan cong vigc Van^ de TiSn luong cho nhan vien cdn kha cham uS Dfii vdi cac Dich vu ngi bg, viec cai thien ca sd l§ng, cung cap cac djch vu lien ich, to chiic cac khoa hpc bdi dudng nghiep \'u la viec lam cap thiSt hien tgi nham gdp phan nang cao chat lupmg dich vu npi bp va sy hai long cdng viec ciia nhan vien Thir kai, de tai nghien ciiu xay dyng mfi hinh luong sy hai Idng cfing vi?c ciia nhan VlSn thdng qua viec kSt hgp Chi sd md ta cfing viec difiu chinh (AJDI) va Chi sfi Chat lugng djch vy ndi bd (ISQ) cd y nghia quan trgng boi KSt qua nghiSn ciiu cho thay cac bien mfi hinh khdng chi ludng dugc Su hai long tim dugc phii hgp vdi co sd ly thuyet nghien cdng viec cda nhan vien tai Cans hang khfing Clhl ban dau va co y nghia thuc tiln nd gop san bay Pleiku thdng qua chi sfi AJDI ma phan giai thich trudng hgp tai Cang hang Iudng dugc Chat lugng dich \'y ndi bg tgi khdng - san bay Pleiku, Nghien ciiu thuc tS chi Cang cung nhu miic dp tac dgng cua cac yen rang Sy Giam sat, Ban chat cdng vi$c, TiSn to den Su hai long cdng vi?c cua nhan lucmg va Chat lugng dich vu nfli bp la cac van viSn Se la thiSu sot nSu chi ludng Su hai dS tfin tgi nhiSu bit cgp rat cin cac nha chuc long cfing viec cda nhan vien bang cac yeu to trach Cang luu tam giai quyet thudc chi sd AJDI ma bo qua su anh hudng Ddi vdi CO che giam sat, bfi phan quan ly ciia chi so ISQ vi thyc le theo kSt qua nghien chua khuyen khfch nhan vien tham gja vao ciiu, chinh yeu td ISQ cung cd tac dfing den su viec quySt dinh cfing vi?c Cong tac hai long cdng viec ciia nhan viSn - Ddi vdi md hinh xdc dinh mdi quan he giira AJDI va ISQ: Chkt Iugng dich vu ndi bfi cd anh hudng Idn dSn Sy hai long vS cfing viec (gia thuySt H13) TAI LIEU THAM KHAO Berry L.L (1995) The employee as customer Joumal of Retail Banking, Vol No 3, pp 340 Buttle, F (1996) SERVQUAL: review, critique, research agenda European Joumal of Marketing Vol 30 No I pp 8-32 Frederick, A F., Mukesh, K (2001) Service quality between internal customers and internal suppliers in an intemation airline The Inlemational Joumal of Quality & Reliability Managemenl, 18(4), pp 371-386 TAP CHi KHOA HOC TRUONG DAI HOC MO TP.HCM - 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Cang hang khdng - san bay Pleiku thdng qua Chi sd md ta cong vi$c diSu chinh • Xac dinh cac lfi cd anh hudng den chat Iugng dich vu npi bp ma Cang hang khfing - san bay Pleiku cung cap cho nhan... IS tai Cang hang khong - san bay Pleiku Nghien ciiu tien hanh khao sat nhan vien lara viec d cac phong ban va bd phan khac KINH Tf tgi Cang hang khfing - san bay Pleiku Sd lugng mlu la 125 Phuang... nghia thuc tiln nd gop san bay Pleiku thdng qua chi sfi AJDI ma phan giai thich trudng hgp tai Cang hang Iudng dugc Chat lugng dich 'y ndi bg tgi khdng - san bay Pleiku, Nghien ciiu thuc tS