Nâng cao chất lượng dịch vụ tại bưu điện tỉnh Kiên Giang đến năm 2020

• ·' ' BQ GJAO DVC VA eAo T~O ·TRUONG f)~l HQC KINH TE THANH PHO HO CHf MINH *************** 1 I ~ A. 1 ~ '- ' A. A A., A BAO CAD TONG KET DE TAI.KHOA HOC VA CONG NGHE CAP 80 . . . . NANG. CAO CHAT LU'ONG DICH VU . . . . . . .A ? .A ·TAl BU'U EllEN TINH KIEN GIANG . . . . , , '"' E>EN NAM 2020 Ma so: B.2009-09-99 Chu nhi~m de tai . PGS TS Ho Tien Dung . BQ GIAO Dl)C VA eA.o T~O TRlJONG £)~1 HOC KINH TE THANH PHO HO CHI MINH ***************** DE TAl KHOA HQC VA CONG NGHe CAP BQ NANG CAO CHAT LU'dNG DICH VU ' . . . . . . - ? A ·TAl BU'U E>IEN TINH KIEN GIANG • • PGSTS Th(lc si ThfC si Th,c si Th,c si Th,c si flEN NAM 2020- THANH VIEN THAM GIA eE TAl Ho Thfn Dung Nguy6n Quang Anh Nguyin Huynh Phu'dc Nguyin Kh~nh Cuong Nguyin Thanh VO Phan auoc Tin ,·: J- Chu nhi~m de tai Th.u'ky Thanh vien Thanh vien Thanh vien Thanh vien Th,c si £loan Van Huy Thanh vien Th'c si Nguy@n Quang Anh Thanh vien ThCilc si Tran Ha Tri~u Blnh Thanh vien On~ Nguy@n Van Din GE>VT t1nh Kien Giang Thanh vien B0 GIAO DVC VA B.Ao T ~0 TRtJONG B~ HOC KINH TE TP HCM THONG TIN vE KET QUA NGHIEN ciru 1. Thong tin chung: Ten aS ill: Nang cao· cha't lrr~ng djch V\1 t~i Bu'U Bic$n tinh Kien Giang dfnnam2020 - Ma s6: B.2009-09-99 - Chii nhi~m : PGS TS H6 Ti~n Diing - Ca quan chll tri : Truemg f)~ HQc Kinh TE TP HCM - ThOi gian thgc hi~n: 2009-2011 2. Myc tieu: - H~ thdng h6a va phat triSn cas& ly lu~ v~ djch V\1 puu chinh va ch~t lugng ciia djch V\1 buu chinh. . - Thong qua k~t qua di~u tra, phan tich thgc tr~g v~ ch~t luQTig dich V\1 buu chinh ciia tinh _Kien Giang. Tir 0:6, danh gia nhiing thanh cong va h~~ch~ ciia djch V\1 buu chinh tinh Kien Giang hi~n nay. - DS xu~t cac giai phap nang cao ch~t lugng djch V\1 buu chinh cua tinhK.ien Giang d~n nam 2020. 3. Tinb m6i vit sang t~o: . - H~ thdng h6a CO' s& ly lu~ v~ dich V\1 buu chinh va chdt luQTig cua dich V\1 buu chinh. D~c bi~t la d~ tai da phat tri~n ly lu~n vS ch~t luQTig cua· dich V\1 buu chinh duQi g6c nhin ciia doanh nghi~p g§n k~t vm danh gia·ciia khach hang. Cach ti~p c~ nay chua c6 d~ uti nao tru&c day thvc hi~n. - Thong_ qua nhilng s6 li~u thu c~p, de 1iri da d8nh gia cac chi tieu ch~t lugng cijch V\1 cila BBKG trong then gian qua. M~c du si:r dl)ng s6 li~u sa c~p nhung dS tai da giup BE>KG h~ th6ng duqc nhfrng kSt qua cua doaph nghi~p eta lam trong then gian vira qua. - DS Uri da thvc hi~n CUQC khao sat 300 khach hang d~ danh gia khach quan vS ch~t lugng djch V1:1. cua BDKG. - DS ta.i da due kSt duqc nhfing nguyen nhan lam h~ chS d~n chcit lugng dich V\1 cua BDKG du6i g6c nhin cua doanh nghi~p va khach hang d~ lam CCY Sa xay d\Illg" CaC giai phap . Nhilng giai phap cua dS tai la nhilng di~m m6i rna hi~n n~y Buu Di~ Kien Giang chua thl!c hl~n. Day la nhiing dS .xu~t g~n liSn v&i kSt qua kh.ao sat ya la tai li~u tham khao cho lanh d{lo Buu Di~n tinh Kien Giang. 4. K~t qua nghien clhi K~t qua nghien ctru cua dS tai la CCY sa khoa hQC nh~m giup VNPT noi chung va Buu di~n tinh noi rieng tham khao nh~m dS ra nhfrng giai phap phat tri~n Buu Di~n Kien Giang trong then gian s~p d~n. · DS tai cling la ta.i li~u tham khao quan trQng cho nhfrng nha nghien cl:ru, nhilng nha hO{lCh dinh chfnh sach trong Va ngoai tinh cling nhu CaC CCY quan quan ly ' doanh nghi~p a tinh Kien Giang. 5. San phim: - Bao cao khoa hQc n{)i dung dS Uri va bang tom ~t. - Bai ba? vS cac v~ d~ lien quan d€n n{)i dung dS tai. - Bang cau hoi va kSt qua diSu tra. -Bang dS xu~t cac giai phap nang cao chAt lugng djch vv Buu Chinh Kien Giang 6. ID~u qua, phtr<rng tblfc cb~y~n giao k~t qua nghien Clfu Va ~a· nang ap «Jy.ng. - ChuySn k~t qua nghien crru cho Buu di~n Kien Giang nghien c1ru va Un.g dt)ng. Thm gian triSn khai tir thang s nam 20 11. - ChuySn k~t qua nghien CUu cho nhilng nha ho~ch dinh chinh sach. - Sir dl)Ilg lam tai li~u giang d~y mon hQC "Quan tri di~u hanh" cho hQc vien cao hQc Quan tri kinh doanh trubng I>~ HQc K.inh TE TP HCM tir thang 8 nam 2011. · - Sli dl)Ilg lam tai li~u h9i thao cho nghien cl:ru sinh khoa Quan tti killh- doanh trubng B;fHQc Kinh TE TP HCM vao thang 11 nam 2011. - XuAt ban sach" Nghien cl:ru tinh huBng nang cao chAt luQng djch Vl) ~i Buu di~n Kien Giang" ~ao thang 1 nam 2012 dS phB biSn r9ng rai cho b~ dQc quan tfun. CO' quan chti t.ri Ngay 15 thang 3 nam 2011 Chii nhi~m d~ tid PGS TS HB TiSn Dung DANH MUC NHlrNG CHlrVIET TAT . VNPT : T~p f>o&1 Buu Chinh Vi~n Thong Vi~t Nam Bf>KG : Buu f>i~n Kien Giang Bf>VHX : Buu f>i~n van h6a xa PHBC : Phat hanh bao chi Viettel : TAng cong ty ViSn thong Quan d9i DVBC : Djch V\1 Buu Chinh DVVT : Djch V\1 Vi~n jhong TCT : Tdng cong ty CLDVBC : ChAt luQ'llg djch V\1 Buu Chinh DN · . : Doanh nghi~p . . . · VN : Vi~tNam TC : Tin c~y { reliability) DU ·. : E>ap 1rng ( responsive~e~s) NL : Nang hrc djch V\1 ( assurance) DC· : £>6ng cam ( emphathy) HH. : Phuang ti~n hfru hlnh ( tangible) GC : Gia ca (Price) MUC LUC . . . MOBAU I , , . '\ 1. Tinh cap thiet cila de tai 1 2. M11C tieu nghien ctru 2 3. Phuong phap nghien ciru • 2 4 n,t· ham ghi" , . , . uOl tugng, p . VI n en CUU •••••••••••••.••••••••.••• ••••••••• , •.•• ~·····························: •••.•• -' 5. Tbng quan tinh hinh nghien ctru thu9c linh V11'C clia d~ tai 3 6 K :. :. ' d;. 6 . ~t cau cua e tm · _ . 7. Ket qua nghien ctru ; 6 - . 8 Kh ghi- 'A ' ' ,;f-:. '' - '>., :· ung n en cuu cua ue tai _ 7 CIIDONG M()T: TONG QUAN vE CHAT LU'QNG DJCH VV BU'U CHINH 8 1.1. KHAI QUAT vt cHAT LU'QNG DJCH vv ~ 8 1.1.1 Khm ni~m ve chAt l~gng ~ ; 8 1.1.2 K.hm ni~m ve chAt Iugng cijch vv 8 1.2 KHAI QUAT v:E DJCH vv BU'U cHiNH 11 1.3 cAc cHi mu BANH qiA cHAT LU'QNG DJCH vv BU'U cHiNH 13 1.3 .1 KMi ni~m ve chAt lugng cijch V\f buu chfnh 13 1.3.2 H~ th6ng cac chi tieu diiug d~ danh gia chAt luc;mg djch V\1 buil chinh 16 CmJ'ONG HAl: BANH GIA ~N TJ4NG CHAT LU'QNG DJCH VQ iil:Jl.J ~ T ~ BU'U BI$N K::f::EN GIANG 22 , r ~ • TT'rT ID A 2.1 GIOI T~U 'VE Bu u B , ,N KIEN GIANG 22 . 2.1.1 Qua tinh hinh thanb. va phat tri~n 22 2.1 .2 Chuc nang 25 2.1.3 Nhi~m 'V\1 va quy8n h~ 25 2.1.4 Cac dich 'V\1 buu chinh ~ Buu di~n Kien Giang 25 2.1.5 Co cAu tb chuc 26 2.1.6 Tinh hinh kinh doanh clia Buu di~n Kien Giang trong nhfrng nam qua 30 2.2. BANH GIA HI$N J'R4NG CHAT LU'QNG DJCH vv BU'U CHiNH T ~I T-r:. • A B u u B~N KIEN GIANG 39 2.2.1 Phan tich cac chi tieu danh gia chAt lugng cijch V\1 buu chinh t~ Buu di~n Kien Giang : : 39 2.2.2 Banh gia clia khach hang v8 chAt lugng dich V\1 Buu di~n Kien Giarig 54 2.2.3 DBnh gia chung v~ chdt hrgng cijch V\1 Buu di~n Kien Giang 68 cmJ'aNG BA: GIAI PHAP NANG CAO CHAT LU'QNG DfCH Vl} T~ BUl.J BJ$.N mN GI.ANG BEN NA._l\f 2020 73 3.1 QUAN DIEM v .A MVC TIEu NANG CAO cHAT LtfQNG DfCH vv T~I Btru BIEN KIEN GI.ANG BEN NAM 2020 ····························································· 73 . . 3 .1.1 Quan diem nang cao chAt lugng cijch V\1 ella Buu di~n Kien Giang dan nam 2020 73 3 .1.2 M\lC tieu nang cao chAt iugng dich V\1 CUa Buu di~n Kien Giang d~n . . n8nl2020 : ~ 73 3. 2 GIAI PHAP NHAM NANG CAO CHAT LU'QNG DJCH Vl} T~ BU'U f)l~N . Iat.~-GI.A.NG BEN NAM 2020 ~.'-~················································ 74 . 3 .2.1 DBi m6i trang thi~t hi cong ngh~. phat trien mljlllg l_um buu- chinh, nang cao . hi~u qua su d\lTig v6n ci§u tu 75 3 .2.1.1 _E>Bi m6i trang thi~t hi cong ngh~ 7 5 3.2.1.2 Phat trien mljlllg lu6i buu chinh 78 3.2.1.3 Nang cao hi~u qua su d~g v6n d~u tu 81 3.2.2 Roan thi~n cong tac quitn t:rj ngu6n nhan h,rc 84 -l·., 3~2.3 Roan thi~n ho~t d9ng marketing 93 3.2.3.1 T6 chtrc nghien ctru thj truemg va d6i thti cljlllh tranh 93 3.2.3.2 Cling c6 cac djch V\1 truy~n th6ng 95 3 .2.3 .3 Phat trien cac cijch V\1 rn6i 1 00 3 .2.3 .4 Phat tri~n h~ th6ng cac qu~y hang ban le hang hoa 1 01 3 .2.3 .5 Tang cuemg cong tac cham s6c khach hang 1 04 3.2.3.6 Tang cuemg quitng cao, ti~p thj 1 06 . 3.2.4 Roan thi~n cong tac tB chtrc quan ly l 08 3.2.4.1 Hoan thi~n t6 chtrc b9 may quitn ly } 08 3 .2.4.2 Rut ngan thOi gian rna crca giao djch 113 3.2.4.3 Roan thi~n phuong thtrc tB chtrc va quan ly chdt lugng djch .V\1 buu chinh 114 3.3 MOT s6 KIEN NGHJ 119 " - KETLU~ 122 DANH MUC BANG SO LIEU . . BANG 2.1: SO LU'QNG LAO DQNG NAM 2010 T.t;.I BU'U D$N KIEN GIANG 28 BANG 2.2: co c.P;u DO ruoi LAO DONG NAM 2010 T.t;.I BU'U D$N KIEN GIANG , 28 BANG 2.3: TRINH DQ NGII1$:P V(J CVA LAO DONG NAM 2010 29 BANG 2.4: DOANH THU CUA BU'U E>$N KIEN GIANG GIAI E>Ol}N 2006- 2010 30 BANG 2~5: TOC E>Q TANG TRUONG DOANH THU Tl}l BU'U E>$N KIEN . . GIANG GIAI DO.t;.N 2006- 2010.···········~··································································· 31 BANG 2.6: CcJ CAU DOANH THU CUA BU'U E>$N KIEN GIANG TO NAM 2006 EYEN 2010 ···················································································································· 33 BANG 2.7: TOC E>Q TANG TRU'dNG DOANH THU CUA DlCH Vl) BU'U CHfNH TAl BU'U DrEN KIEN GIANG GIAI E>OAN 2006- 2010 34 BANG 2.8: TiNH HiNH PHA T TRIEN M.t;.NG LU'OI E.> rEM PHl)C Vl} CUA BU'U E>:$N KIEN GIANG GIAI DO!}N 2006- 2010 36 BANG 2.9: MtJC TRANG Bl TAI sAN CO E>lNH/MQT LAO E>QNG TO 2006- 2010 38 BANG 2.1o: THOI GIAN cAM KET cHi TIEu TOAN TRINH evA BU'U E>$N KIEN GIANG VA VNPOST (NAM 2009) 40 BANG 2.11: I:$ s6 Cfi!M TRE CUA BU'U D$N KIEN GIANG ru 2008- 200941 BANG 2.12: I:$ SO KHONG AN TOAN CUA BU'U E>$N KIEN GIANG TJ) 2008- 2009 ~~: 43 BANG 2.13: BAN KiNH PHl}C Vl} BlNH QUAN CUA BU'U E>$N KIEN GIANG ; , VA VNPT 1 u 2005-2010 44 BANG 2.14: s6 DAN PHl)C VCJ BlNH QUAN evA BU'U D$N KIEN GIANG To 2005- 2010 45 BANG 2.15: I:$ s6 Md DONG DEU c.Ac DlCH VlJ K1 evA Buu E>$N KIEN GIANG 47 '?. ~ ~ ~ " , - BANG 2.16: SO LU'QNG KHIEUN~I VE DlCH Vl) BU'U CHINH CAC NAM 49 BaNG 2.17: TONG HOP Y KIEN KRACH HANG vE CHAT LVQNG DICH Vl) CUA BUU f>$N" KIEN GIANG : 55 BANG 3.1 PHA T ~N ~NG LU'di CUA BUU E>$N KIEN GIANG GIAI E>O~N 2010- 2020 80 [...]... c6 nhi~u bie'n d()ng nhtt hi~n nay Xu~t phat tir nhiing ly do khach quan nhu tren, t?p thS tac gia chc;m d~ tai " Nang cao ch~t lugng dich V\1 t(J.i Buu di~n tinh K.ien Giang d€n nam 2020' ' lam chu d~ nghien cfru nhfun gop phAn phat triSn m~g lu6i buu· di~n cua tinh K.ien , "' , Giang - la tinh c6 nhu cau dich V\1 buu chinh kha 16n trong then gian sap den 2 Ml}c tieu nghien cll'u 2.1 Ml:lc tieu chung... d~t nu&c Thong qua nhfrng k€t qua di~u tra, d~ tai danh gia tht!c tr(J.ng cha't lttS giai quy6t rnl)c tieu chung, de tai nghien cliu ba rnl)c tieu cl) ilis nhu sau: - Thu nh~t:... hai: Thong qua k6t qua dieu tra, phan tich thl)"c trtJ.Og v€ ch~t luQllg dich V\1 brm chinh cua tinh Kien Giang Tir d6, danb gia nhiing thanh corig va htJ.O ch~· clia dich V\1 buu chinh tinh Kien Giang hi~n nay - Thu ba: E>e xuAt cac giai phap nang cao chAt luQllg dich V\1 brm chinh cua tinh Kien Giang trong thai gian s~p d~n 3 Phtrong phap nghien clfu - E>6i v6i rnl)c tieu cl) thS thu nh~t: E>€ tid... Bi~n Kien Giang chua thvc hi~n Bay la nhung d~ xulit g~ li~n v6i ket qua khao sat va Ia tai li~u tham khao.cho lanh df;lo Buu Bi~n tinh Kien Giang 6 K~t ciu cua d~ H1i K~t cfru cua d6 tai gbm 3 chuang ngoai rna d~u va ket lu~n: - Chuo·ng 1: T6ng quan v~ dich Vl,l buu chinh 6 -Ch uan g 2: Phan tich th11c tr~g chAt lugn.g djch V\1 buu chinh te;ti Buu di~n Kien Giang - Chu ong 3: Giai phap nang cao chAt... giup tim ra cac giai phap nang cao chfrt luqn g san philin, djch Vl) B§ng phu ang pha p nay c6 th€ xay dl!llg dug c thang do chfit luqn g cua bfrt k'Y san phfun, djch Vl) nao do doanh nghi~p cung cfrp Luq ng boa dUQ'C chfrt }uqng djch Vl), nha cung cfrp Se CO CO' sa a~ cai ti~n V_a nang cao chfrt lrrcjng nh~m thoa man nhu c~u nga_y cang cao cua khach hang cfing nhu nan g cao nan g llJc c:;tnh tranh -1.~... djch vv buu chinh , thong qua d6 danh gia hi~n tr~ng chAt lugng dich vv buu chinh Kien Giang 6 chuang 2 cua dS tai 21 CHU ONG HAI DANH GIA HIEN TRANG CHAT LUON G DICH VU • • • • • BUU CHiN H TAl BUU BIEN KIEN GIANG 2.1 GIOI THJtU vE BUU DJENK IEN GIANG 2.1.1 Qua trinh hinh thanh va phat triin Sau khi tinh Kien Giang du'uc, thi xa R~ch Gia E>e"n giua nam 1976, Bu'u di~n ta't ca cac huy~n tro~g tinh du'~ dap ung nhu c~u lien~~~ ngay cang tang ciia nhan 22 dan trong tinh, ciing trong nam 1976, Ty Bu'u di~n K.ien Giang da Trung tam Bu'u... djch nh~p kinh t€ quo'c phl.)c Vl) V\1 vi tri quan trQng trong kinh bu'u chlnh, nang cao nang h,tc c~nh tranh, chu d()ng h9i t€, nhanh chong ph6 c~p djch V\1 a6ng thai phiH bao dam cac djch V\1 cong feb cho xa h()i, t~o th€ chti d()ng trong san xua't, 1 VNPT n6i chung va BU'U di~n Kien Giang n6i rieng phai n6 h;tc nang cao cha't ltt . Kien Giang 68 cmJ'aNG BA: GIAI PHAP NANG CAO CHAT LU'QNG DfCH Vl} T~ BUl.J BJ$.N mN GI.ANG BEN NA._lf 2020 73 3.1 QUAN DIEM v .A MVC TIEu NANG CAO cHAT. BEN NAM 2020 ····························································· 73 . . 3 .1.1 Quan diem nang cao chAt lugng cijch V1 ella Buu di~n Kien Giang dan nam 2020 73. 73 3 .1.2 MlC tieu nang cao chAt iugng dich V1 CUa Buu di~n Kien Giang d~n . . n8nl2020 : ~ 73 3. 2 GIAI PHAP NHAM NANG CAO CHAT LU'QNG DJCH Vl}