kl huynh nguyen ngoc anh dao 082674q

VIET NAM GENERAL CONFEDERATION OF LABOUR TON DUC THANG UNIVERSITY DEPARTMENT OF BUSINESS ADMINISTRATION FACTORS THAT INFLUENCE ON THE LOGISTICS SERVICE QUALITY OF LOGISTICS COMPANIES IN HO CHI MINH CITY Thesis submitted as a requirement for the degree Bachelor of Business Administration Supervisor: MBA MAI NGUYEN TRUONG SON Student: HUYNH NGUYEN NGOC ANH DAO Student ID: 082674Q Intake: 12 HO CHI MINH CITY, AUG 2012 ACKNOWLEDGEMENT I would like to express my sincere gratitude to all those who gave me the possibility to complete this thesis I want to thank to Ton Duc Thang teachers in helping me to broaden my view and knowledge The special thank goes to my helpful supervisor I am deeply indebted to MBA Mai Nguyen Truong Son whose help, stimulating suggestions and encouragement helped me in all the time of research for and writing of this thesis My grateful thanks also go to the board of director of LOKI Co.,Ltd, along with emloyees of import and export department, enthusiastically helped me from time to time during my intership program in there and my research Finally, I thanks my friends who always encourage and help me to finished this thesis Once again I would like to thank all LIST OF ABBREVIATIONS EFA : Exploratory Factor Analysis PAF : Principal Axis Factoring OLS : Ordinary Least Square KMO : Kaiser, Meyer and Olkin VIF : Variance Inflation Factor FIATA : International Federation of Freight Forwarders Association IATA : International Air Transport Association BIMCO : The Baltic and International Maritime Coucil ICIAO : International Civil Aviation Organization Re3 : Ensuring in taking care of goods properly Re4 : Delivering goods to right place Re5 : Delivering goods in right time Re6 : Delivering goods in their right quality Tan1 : Meeting the customers’ demand about storage system Tan2 : The readiness of loading and unloading equipment Tan3 : Equipment for packing, marking and sorting goods Tan4 : The readiness of inland transport Re7 : Meeting the customers’ needs quickly Res5 : The capacity of keeping track of goods Res6 : Implementing customs procedures quickly As10 : Understanding regulations in international forwarding As11 : Having a good relationship with carriers LIST OF FIGURES Figure 2.1 The Integrated Gaps Model of Service Quality (Parasuraman, Zeithaml, Berry 1985) Figure 2.2 The 10 determinants of service quality (Parasuraman, Zeithaml, Berry,1985) Figure 2.3 The model of research Figure 2.4 Reliability factor Figure 2.5 Responsiveness factor Figure 2.6 Tangible factor Figure 2.7 Assurance factor Figure 2.8 Empathy factor Figure 4.1 Gender Figure 4.2 Age Figure 4.3 Education Figure 4.4 Deparments Figure 4.5 Types of businesses Figure 4.6 The adjusted model (1) Figure 4.7 The adjusted model (2) Figure 4.8 Histogram Figure 4.9 P-P plot Figure 4.10 Scatter plot LIST OF TABLES Table 2.1 Quality Dimensions Table 4.1 Total Variance Explained of the model (1) Table 4.2 Pattern Matrix of the model (1) Table 4.3 Describing variables in the factors of the model (1) Table 4.4 The factors and variables in the model (1) Table 4.5 Variance Explained of the model (2) Table 4.6 Pattern Matrix in the model (2) Table 4.7 The factors and variables of the model (2) Table 4.8 Model Summary of model (1) Table 4.9 Model Summary of the model (2) Table 4.10 Coefficients of the model Table 4.11 ANOVA of the model TABLE OF CONTENTS LIST OF ABBREVIATIONS LIST OF TABLES LIST OF FIGURES FOREWORD CHAPTER 1: INTRODUCTION 1.1.Background of problem 1.2.Rationale of the Subject 1.3.Research Objectives 1.4.Object and Scope of research 1.5.Research methodology 1.6.Significance of Subject 1.7.Composition of thesis CHAPTER 2: RELATED LITERATURE AND THEORETICAL FOCUS 2.1 Introduction 2.2 The theories and literatures relating logistics service quality 2.2.1 Logistics definitions 2.2.2 Service definitions 2.2.3 Definitions of quality 2.2.4 Customer Satisfaction 2.2.5 Service quality 2.2.5.1 Overview about service quality 2.2.5.2 Some of service quality models: 2.2.6 Some researches relating Logistics service quality 14 2.2.6.1.The quantitative research 14 2.2.6.2.The qualitative research 14 2.2.6.2.1 Some of assessments about developing of Logistics in Vietnam in global integration progress 14 2.2.6.2.2 Developing Logistics companies in Vietnam, shortcomings and solutions 15 2.2.7 The model of research 15 2.2.7.1 The model service quality in Logistics 15 2.2.7.2 The factors in the model of research 16 CHAPTER 3: RESEARCH METHODOLOGY 21 3.1 Introduction 21 3.2 Research design 21 3.2.1 Quantitative research 21 3.2.2 The population 21 3.2.3 Sampling method and sample size 22 3.2.3.1 Sampling method 22 3.2.3.2 Published guidlines on the subject “ Samlpe size in factor analysis” 22 3.2.4 Data collection 23 3.2.5 Questionnaire design 24 3.2.5 Scales 24 3.2.6 Format of Survey 25 3.2.6.1 Structured Response Formats: 25 3.2.6.2 Unstructured Response Formats 26 3.2.7 Research methods 26 3.2.8 Pilot test 26 3.3 Statistical Analysis Technique 27 3.3.1 Exploratory Factor Analysis (EFA) 28 3.3.2 Cronbach’s Alpha (an index of reliability) 29 3.3.3 Mutiple Linear Regression Model 30 CHAPTER 4: RESULTS OF RESEARCH 31 4.1 Removing the answers which are not fit and making the data clear 31 4.1.1 Removing the answer which was not fit 31 4.1.2 Making the data clear 31 4.2 Coding and the data entry 31 4.3 Description of sample 31 4.3.1 Description of sample by “Gender” 32 4.3.2 Description of sample by “Age” 32 4.3.3 Description of sample by “Education” 33 4.3.4 Description of sample by “Department” 34 4.3.5 Description of sample by “Types of businesses” 34 4.4 Exploratory Factor Analysis (EFA) 35 4.4.1 The model (1) having “Res9 variable” 36 4.4.2 The model (2) without “Res9” variable 39 4.5 Cronbach’s alpha 41 4.6 Multiple Linear Regression, comparing and choosing the model, and verifying the assumptions of OLS 42 4.6.1.Multiple Linear Regression 42 4.6.2.Comparing and choosing between model (1) and model (2) 43 4.6.3 The model equation 44 4.6.4 Verifying autocorrelation of residuals (Durbin-Watson) 45 4.6.5 Verifying the assumptions of OLS 46 4.6.5.1 Normal distribution of residuals 46 4.6.5.1.1 Histogram 46 4.6.5.1.2 P-P plot 46 4.6.5.2 Linear relationship (Scatter plot) 47 CHAPTER 5: CONCLUSION AND RECOMMENDATIONS 49 5.2.1 “Reliability” factor 52 5.2.2 “Assurance” factor 53 5.2.3 “Infrastructure” factor 54 5.2.4 “Responsiveness” factor 54 5.3 The situation of Logistics service companies in Vietnam 54 5.4 Recommendations to the government 55 5.5 Limitations of the study 55 REFERENCES 56 APPENDIX 58 Appendix 1.1 KMO and Barlett’s Test of independent variables in model (1) 58 Appendix 1.2 KMO and Barlett’s Test of dependent variable in model (1) 58 Appendix 1.3 Cronbach’s alpha of “Reliability factor” 58 Appendix 1.4 Cronbach’s alpha of “Infrastructure factor” 58 Appendix 1.5 Cronbach’s alpha of “Responsiveness factor” 59 Appendix 1.6 Cronbach’s alpha of “Assurance factor” 59 Appendix 1.7 Cronbach’s alpha of dependent variable 59 Appendix 1.8 KMO and Barlett’s Test of independent variable in the model (2)60 Appendix 2: The questionnaire 61 FOREWORD After Vietnam had joined WTO, Logistics service market in Vietnam has had the positive changes with the number of enterprises operating in the Logistics sector, which is growing and high growth Logistics services are commercial whereby traders organize the performance of one or more work including receiving, transporting, storage, demurrage, customs procedures, consulting customers, packing, marking, delivery and other service relating to goods The traders sign the contracts with their customers And they receive remuneration after finishing their duty Now, the Logistics enterprises in Vietnam are quite professional and efficient But in reality, they only meet 25% the market demand and provide simple services or some steps in the important series of Logistics progress In the fact that enterprises in Vietnam are mainly small and medium Their size and capacity are limited Among enterprises, the link is very weak and the competitiveness is low Through the survey in 10 provinces and cities in the country in 2011 of Economic Development Research Institute – The National Economic University, there were 69.28% respondents who thought that Logistics enterprises have lacked the link 54.7% respondents believed that the staff working Logistics have been professtional And 80.26% of workforce in the Logistics business were only trained through job These are basis reasons to make the competitiveness of Vietnam Logistics enterprises lag behind foreign enterprises The Vietnam Logistics enterprises are mostly as satellites of foreign Logistics enterprises, just taking one of single services such as customs procedures or rental vehicles or warehouses or the things like In the context of the import and export activities develop fast and domestic trade expands, the demand for Logistics service increases So it is essential to improve and enhance Logistics service quality We want to find out the factors that influence on Logistics service quality in order to make the plan to invest effectively and efficiently This is the reason why I choose the topic “Factors that influence on Logistics service quality of Logistics companies in Ho Chi Minh” to in my thesis I hope that the result of research will be suggestions for logistics companies enhancing service quality How to perform Balancing the financial of resource before signing the contract: Logistics service companies should compute revenues and expenditures for each contract exactly The companies should go public to attract many investors Setting strict provisions in contract with customers: Logistics service companies should study laws which relate the contract When signing the contract, they should base on some components such as relationship between them and customers, the nature of goods, the quality of goods, product specification, freight route and something like Improving the quality of human resources: Logistics service companies should recruit experienced employees, held programs to train the staff or encourage the staff to join the courses to improve their skills Upgrading the transports and linking other transport companies: Logistics service companies should spend fee to maintain the transports every three months If the transports are not enough to meet customers’ needs, the companies should link other transport companies to delivery good to customers in right time Arranging reasonable delivery time: Logistics service companies should contact with customers and carriers to estimate reasonable delivery time Moreover, tracking and tracing goods should be paid attention carefully Signing the minutes of delivery: When delivering goods to customers, the employees should ask customers to sign the minutes of delivery to confirm that they received goods They are important proof to base on for solving when there are problems which can happen 5.2.2 “Assurance” factor The assurance factor is built from humans resource of logistics service companies mainly Information technology develops more and more powerfully, which help the staff integrate into the world easier So understanding regulations in international forwarding is too difficult for them They can search information and knowledge or anything what they need from Internet Logistics service companies should be equipped well such as computers, telephones, wifi, fax machine and something like to ensure for the staff access Internet to give information easily Logistics service companies should have good relationships with carriers It is useful for them to co-operate each other If there are problems happened, they can help each other to solve and overcome the difficulties In the other hand, Logistics service companies should try to join international associations such as FIATA, IATA, BIMCO, CIAO When Logistics service companies are member of 53 associations above, they can have a lot of advantages in running the business and providing services for customers Group 2: The factors have less effects on logistics service quality (“Infrastructure” factor and “Responsiveness” factor) 5.2.3 “Infrastructure” factor The “Infrastructure” factor is a foundation to help Logistics industry develop According to the result in this study, we pay attention at four components which influence on Logistics service quality in Ho Chi Minh If Logistics service companies want to improve logistics service quality, they should invest to built the storage system, buy equipment for loading and unloading, packing, marking and sorting goods, and buy modern transports Depending on the capability and the scale, Logistics service quality make decisions for investing the capital in infrastructure properly Besides, it also depends the strategy of Logistics service companies Each companies can choose an aspect to develop provided that it is the most appropriate for them 5.2.4 “Responsiveness” factor The “Responsiveness” factor influences on Logistics service quality with small intensity in this study Logistics service quality should apply electric customs and it exactly Logistics service should create organizational culture with professionalism They should put work into in defined progress Each departments in the companies are responsible for the specific aspect It is requested that the staff are devoted and active They need to improve communication skill and other essential skills by themselves They need to be positive to serve customers They should keep contact with carriers to track and trace goods well Whenever customer ask them for the position and situation of goods, they can answer to customers clearly To achieve things above, Logistics service companies need to held a lot of programs to train soft skills for the staff The companies need to built or buy specialized management software to improve effective and efficient management for each department, as well as for whole companies 5.3 The situation of Logistics service companies in Vietnam In general, Logistics service companies in Vietnam are not equipped well such as infrastructure, transports, legal systems, policies managing Logistics activities, the competence of Logistics service companies, the financial resource and something like Globalization and liberalization create opportunities and challenges for the companies If the companies take opportunities to invest capital in development appropriately, they will be success But if they make wrong decisions, they will bankrupt soon Almost 54 domestic Logistics service companies with small and medium scale are difficult to compete with the large foreign Logistics service companies such as APL, Mitsui OSK, Maersk Logistics, NYK Logistics Domestic Logistics service companies only perform a certain stage in progress for foreign Logistics service companies to get a little fee and to exist Legal system in Vietnam with lax regulations does not meet the demand and the development of Logistics activities Infrastructure develops with slow speed and the quality is not high The traffic tram is very heavy The roads are bad There are a lot of accidents which happen every day Warehousing systems have not been modern yet It lacks equipment to ensure in taking care of goods Almost of warehousing systems are not international standard about safe and quality There are a lot of in management in particular bureaucratic Improving Logistics service quality is an important problem and it is difficult to carry out So the government should also issue policies which control and improve Logistics activities 5.4 Recommendations to the government First, the government need to adjust and built united legal framework for Logistics activities Second, the government and concerned departments need to establish the National Commission in charge of managing Logistics activities in Vietnam Third, the government need to issue prior strategies to develop Logistics and more specific guidance for Logistics activities Fourth, the government need to built the programs focusing on developing Logistics service Fifth, the government and other authorities need to establish Logistics forum to exchange of issues relating to Logistics between the government and the enterprises which supply and use Logistics service 5.5 Limitations of the study This is the research about the factors that influence on Logistics service quality of Logistics service companies in Ho Chi Minh City Because time and budget available is not much, the sampling of the study is only limited to be 146 It is only big enough to research in the study In practical, the result of the study is just an idea to consider when improving Logistics service The questionnaire is designed on Forms-Google Docs software It is only sent to respondents who use Internet Thus, to ensure the reliability of sampling, the questionnaire is printed out on paper and is brought to the companies to survey It spends a lot of time 55 REFERENCES Books: David Hoyle, Quality management essentials, Elsevier, 2007 Nguyễn Quyết, Nguyễn Văn Dung Nguyễn Quốc Hưng, Nghiên cứu định lượng kinh doanh, NXB GTVT, 2010 Hoàng Trọng & Chu Nguyễn Mộng Ngọc, Phân tích liệu nghiên cứu với SPSS &2, NXB Hồng Đức, 2008 Nguyễn Đình Thọ, Phương pháp nghiên cứu khoa học kinh doanh, NXB LĐ-XH, 2011 Châu Văn Toàn, Luận văn cao học Sự thỏa mãn công việc (2009) Website: http://www.statpac.com/surveys/statistical-significance.htm [cited 12/7/2012] http://www.john-uebersax.com/stat/likert.htm [cited 12/7/2012] http://www.allbusiness.com/glossaries/nth-name-selection/49646171.html#ixzz1x8zyWGjO [cited 12/7/2012] http://www.calm.org/calm/AboutCALM/About/CALM.html [cited 20/7/2012] http://www.mathwave.com/help/easyfit/html/analyses/graphs/pp_plot.html [cited 20/7/2012] http://www.stats.gla.ac.uk/steps/glossary/probability_distributions.html [cited 20/7/2012] http://www.analyse-it.com/blog/2008/11/normal-quantile-probabilityplots.aspx [cited 20/7/2012] http://www.netmba.com/statistics/histogram/ [cited 21/7/2012] http://www.schwarzpartners.ch/Applied_Data_Analysis/Lect%2003_EN.pdf [cited 18/7/2012] 10 http://www.stattutorials.com/SPSS/TUTORIAL-SPSS-AssessNormality.htm [cited 21/7/2012] 11 http://www.vocalcom.com/download/GETR%202008%20Chapter%201.4.pd f [21/7/2012] 12 http://tailieu.vn/xem-tai-lieu/huong-dan-xu-ly-so-lieu-tren-spss.78291.html [cited 22/7/2012] 13 http://www.container-transportation.com/logistics-viet-nam.html [cited 23/7/2012] 56 14 http://tamnhin.net/Doanhnghiep/19158/Thi-truong-dich-vu-Logistics-VietNam-Co-hoi-va-thach-thuc.html [cited 18/7/2012] 15 http://essedunet.nsd.uib.no/cms/topics/regression/1/ [cited 24/7/2012] 16 http://www.ud.edu.vn/svnckh/PDF/TB12-02.pdf [cited 24/7/2012] 17 http://statistics-help-forstudents.com/How_do_I_interpret_data_in_SPSS_for_Pearsons_r_and_scatt erplots.htm [cited 24/7/2012] 18 http://www.schwarzpartners.ch/Applied_Data_Analysis/Lect%2003_EN.pdf [cited 24/7/2012] 19 http://www.scribd.com/doc/49994731/36/B%E1%BA%A3ng-4-6-Phan-tichnhan-t%E1%BB%91-ph%C6%B0%C6%A1ng-sai-trich-l%E1%BA%A7n-7 [cited 24/7/2012] 57 PPENDIX Appendix 1.1 KMO and Barlett’s Test of independent variables in model (1) KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 864 676.240 df 78 Sig .000 Appendix 1.2 KMO and Barlett’s Test of dependent variable in model KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 755 139.846 df Sig .000 Appendix 1.3 Cronbach’s alpha of “Reliability” factor Reliability Statistics Cronbach's Alpha N of Items 783 Item-Total Statistics Scale Mean if Item Deleted Re3 san pham duoc cham soc dung cach Re4 giao hang dung noi quy dinh Re5 giao hang dung thoi gian Re6 giao hang dung chat luong Scale Variance if Item Deleted Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 12.97 3.213 590 730 12.87 3.411 590 729 12.95 3.349 602 723 12.97 3.434 574 737 Appendix 1.4 Cronbach’s alpha of “Infrastructure” factor Reliability Statistics Cronbach's Alpha 816 N of Items 58 Item-Total Statistics Scale Mean if Item Deleted Tan1 su dap ung ht kho bai Tan2 su san sang thiet bi xep Tan3 thiet bi dong goi, tem nhan hh Tan4 su san sang ptvt noi dia Scale Variance if Item Deleted Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 11.43 11.49 4.233 4.196 666 696 755 742 11.63 3.959 602 790 11.34 4.418 594 787 Appendix 1.5 Cronbach’s alpha of “Responsiveness” factor Reliability Statistics Cronbach's Alpha N of Items 707 Item-Total Statistics Scale Mean if Item Deleted Res9 nhanh chong dap ung yeu cau KH Res5 kha nang theo doi hanh trinh hh Res6 thuc hien thu tuc HQ nhanh chong Scale Variance if Item Deleted Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 8.25 1.732 526 614 8.53 1.672 531 608 8.25 1.873 517 626 Appendix 1.6 Cronbach’s alpha of “Assurance” factor Reliability Statistics Cronbach's Alpha N of Items 681 Appendix 1.7 Cronbach’s alpha of dependent variable Reliability Statistics Cronbach's Alpha 761 N of Items 59 Item-Total Statistics Scale Mean if Item Deleted Em1 thong tin kip thoi cho KH Em2 kip thoi giai quyet khieu nai, phan hoi tu KH Em3 thuan tien cho KH tiep can dv Em4 lang nghe va ghi nhan y kien KH Scale Variance if Item Deleted Corrected ItemTotal Correlation Cronbach's Alpha if Item Deleted 12.60 3.305 559 706 12.68 3.169 604 681 12.91 2.978 592 687 12.64 3.307 490 743 Appendix 1.8 KMO and Barlett’s Test of independent variable in the model (2) KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square df Sig .828 490.312 45 000 60 Appendix 2: The questionnaire 61 BẢNG KHẢO SÁT NHỮNG NHÂN TỐ ẢNH HƯỞNG ĐẾN CHẤT LƯỢNG DỊCH VỤ CỦA CÁC CƠNG TY LOGICTICS TẠI TP.HỒ CHÍ MINH Kính chào quý anh/chị, sinh viên trường Đại Học Tôn Đức Thắng, khoa Quản Trị Kinh Doanh, chuyên ngành Quản Trị Kinh Doanh Quốc Tế Tôi thực khảo sát chất lượng dịch vụ cơng ty Logistics địa bàn thành phố Hồ Chí Minh Mục đích khảo sát tìm nhân tố ảnh hưởng đến chất lượng Logistics để giúp công ty Logistics hiểu rõ nhu cầu khách hàng, sở để đầu tư hồn thiện cơng ty, phục vụ tốt nhu cầu khách hàng Kính mong q anh/chị vui lịng dành thời gian điền vào bảng vấn Các ý kiến anh/chị có ý nghĩa cho khảo sát I Thông tin đáp viên: Xin anh/chị vui lòng cho biết 1.Họ tên: Giới tính: Nam  Nữ  Học vấn:  Từ trung cấp trở xuống  Cao đẳng  Đại học  Sau ĐH Tuổi:  20 – < 25 tuổi  25 – < 30 tuổi  30 – < 40 tuổi  Trên 40 tuổi Tên công ty (nơi làm việc): Bộ phận làm việc  Xuất  Nhập  Xuất nhập  Vận tải  Logistics  Khác : Loại hình cơng ty  Cơng ty nhà nước  Công ty TNHH  Công ty Cổ Phần  Công ty Liên doanh  Công ty 100% vốn đầu tư nước ngồi Cơng ty anh/chị có hoạt động liên quan đến Logistics khơng? Có  Khơng  Nếu có, cơng ty anh/chị thực theo hình thức nào?  Tự thực  Thuê ngòai  Lơ hàng đơn giản tự thực hiện, lơ hàng phức tạp th ngồi  Khác: I Nội dung Theo anh/chị yếu tố sau có vai trị chất lượng dịch vụ logistics ? (Xin anh/chị vui lòng trả lời cách khoanh tròn số phù hợp mức độ quan trọng không quan trọng với phát biểu) STT Sự tin cậy Hiệu phục vụ Sự hữu hình 10 11 12 13 14 15 16 17 18 19 Các yếu tố Uy tín cơng ty cung cấp dịch vụ Logistics Sự xác chứng từ Đảm bảo sản phẩm (hàng hóa) chăm sóc cách Giao hàng nơi quy định Giao hàng thời gian quy định Giao hàng chất lượng Nhanh chóng đáp ứng yêu cầu khách hàng Sự sẵn sàng vốn Sự đa dạng dịch vụ cung cấp Cước phí dịch vụ cạnh tranh Tốc độ cung cấp dịch vụ Khả theo dõi hành trình hàng hóa Thực thủ tục hải quan nhanh chóng Lịch trình vận tải linh họat Cước phí vận tải hợp lý Sự đáp ứng hệ thống kho, bãi Sự sẵn sàng thiết bị xếp dỡ Thiết bị đóng gói, phân lọai, tem nhãn hàng hóa Sự sẵn sàng phương tiện vận tải nội địa (xe rờmooc, xe tải, ) Hịan tịan Khơng Rất Bình Quan khơng quan quan thường trọng quan trọng trọng trọng 5 1 1 1 1 1 1 1 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 20 21 22 23 24 25 26 Sự đảm bảo 27 28 29 30 31 32 33 Sự thông cảm 34 35 36 Ứng dụng CNTT quản trị logistics Ứng dụng công nghệ (mã vạch, EDI) logistics Sự thấu hiểu nhu cầu khách hàng Giải nhanh chóng thiệt hại (nếu có) cho người sử dụng dịch vụ logistics Thái độ phục vụ khách hàng Sự am hiểu qui trình nghiệp vụ Logistics nhân viên Hiểu rõ nắm vững qui định lĩnh vực hải quan Cập nhật kịp thời quy định nhà nước liên quan đến họat động Logistics Sự quản lý giám sát nhân viên thực suốt trình tác nghiệp Sự kết nối với hãng vận tải biển Phối hợp thực hiệu vận tải liên hợp (vận tải đa phương thức) Hiểu biết qui định giao nhận quốc tế Mối quan hệ tốt với cảng biển/cảng hàng không Thông tin kịp thời cho khách hàng có vấn đề phát sinh ảnh hưởng trực tiếp đến hàng hóa Kịp thời giải khiếu nại, phản hồi từ khách hàng Sự thuận tiện cho khách hàng tiếp cận dịch vụ dịch vụ Luôn lắng nghe ghi nhận ý kiến khách hàng làm sở cho việc nâng cao chất lượng dịch vụ logistics 1 2 3 4 5 5 5 5 1 2 3 4 5 1 2 3 4 5 5 5 Chú thích: - Sự tin cậy: khả cung cấp thơng tin xác thực lời hứa dịch vụ đưa - Hiệu phục vụ: khả sẵn lòng giúp đỡ khách hàng cung cấp cho họ dịch vụ phù hợp - Sự hữu hình: sở vật chất, thiết bị, nhân viên phương tiện truyền thông mà dịch vụ sử dụng - Sự đảm bảo: kíến thức lực nhân viên việc khơi dậy niềm tin khách hàng tự tin họ - Sự thơng cảm: quan tâm dịch vụ công ty mang lại cho khách hàng - EDI (Electronic Document Interchange): trao đổi liệu điện tử 38 Theo ý kiến anh/chị dịch vụ Logistics thành phố Hồ Chí Minh có điểm hạn chế nào? 39 Theo ý kiến anh/chị cơng ty Logistics thành phố Hồ Chí Minh cần phải làm để nâng cao chất lượng dịch vụ cung cấp? XIN CẢM ƠN SỰ HỢP TÁC CỦA QUÝ ANH/CHỊ Tôi cam kết giữ kín thơng tin câu trả lời q anh/chị, tuyệt đối không sử dụng thông tin cho mục đích thương mại Nếu q anh/chị có u cầu, tơi gửi kết khảo sát qua mail qua đường bưu điện có kết Một lần xin chân thành cảm ơn ... quality influences customers’ satisfaction” According to the research of MBA Hoang Thanh Huyen, MBA Nguyen Thanh Minh and Ta Thi Huong (2010), it is expressed Logistics service quality influencing... in global integration progress According to the research of Ph.D Nguyen Thi Xuan Huong, MBA Dang Thi Thuy Ha and MBA Nguyen Khanh Van (2011), Logistics service quality in Vietnam has not developed... noi dia Tan3 thiet bi dong goi, tem nhan hh Res5 kha nang theo doi hanh trinh hh Res6 thuc hien thu tuc HQ nhanh chong Res9 nhanh chong dap ung yeu cau KH As10 hieu biet cac qui dinh giao nhan