MỘT SỐ GIẢI PHÁP NÂNG CAO CHẤT LƯỢNG DỊCH VỤ HÀNG KHÔNG CỦA VIETNAM AIRLINES GIAI ĐOẠN 2005-2015.PDF

BQ GIAO Dl)C VA BAO TAO TRUONG BAI HOC KINH TE TP.HO CHi MINH ooOoo NGUYEN TRUONG THI MQT s6 GIAI PHAP NANG CAO CHAT Llf0NG DJCH Vl) HANG KHONG CUA VIETNAM AIRLINES GIAI DOAN 2005-2015 Chuyen nganh : Quan tri Kinh doanb,, _____ , Ma s6 : 5.02.05 I soGtAooucvAo,\orAo TRV6NG DH KINH TE TP.HCM THt1 \1 LUAN VAN THAC Si KINH TE . . NGVCH HlfONG DAN KHOA HQC: TS. HOANG LAM TINH . THANH PH6 H6 cHi MINI-I- NAM 2oo4 LOICAMDOAN Toi xin cam doan ban lu?n van " MQT SO GIAI PHAP NANG CAO CHAT LV<)NG DlCH VTJ HANG KHONG CUA VIETNAM AIRLINES" nay la cong trlnh nghien CUu CUa rieng toi. C:ic sfS Gu'QC sfr dl;lng trung thl;l'C va ke't qua neu trong lu?n Van nay chu'a tung Gu'QC cong bfS t9-i bfft ky cong trlnh nao khac. Toi xin chan thanh cam on TS Hoang Liim Ttnh, TS Nguyln EJinh Th(J da chan thanh hu'ong toi hoan thanh t6t lu?n van nay. TP. H6 Chi Minh, ngay thdng nam 2004 Tac gid luijn viin Nguyin Trliilng Thi I . i Trang bia Ldi cam doan l¥C Danh m¥c cdc chil viet tift Danh cdc bang biiu Danh m¥C cdc sd dd Danh m¥c cdc ph{l l{lC MT)C Ll)C Trang Ph§.n md dfiu ! CHUONG 1 : CO SO LY THUYET VE CHAT LUONG DICH VU HANG KHONG VA SV THOA MAN KHACH HANG : : : 3 1.1 hrQ'ng djch Vl} hang khong va S\f phat nganh hang khong 3 - 1.1.1 Kluii cltfit lu(Yng dfclt Vfl va c!tlit lu(Yng dfclt Vfiltang kltong 3 l.l.l.lKhai ni¢m chdt lu(mg dfch V¥ va S{t thoa miin khach hang. 3 1.1.1.2Khai ni¢m chdt lur;ng dtch V¥ hang kh6ng 6 1.1.2 Clzfit lu(fng dfclt V{l !tang kltong va SIJ' pluit triin nganh !tang kftong 7 1.2 Cac ly thuye't danh gia cha't lu'Q'ng djch VQ. va cha't lu'Q'ng djch VQ. HK 8 Cdc lj thuyet ddnh gid chat lllf/ng djch 8 1.2.2 Cdc lj thuyet ddnh gid chat lllf/lzg djch V¥ himg khong 9 1.3 Cac ye'u to' danh gia cha't lu'Q'ng djch VQ. HK va slf. thoa man khach hang .10 1.3.1 . Phztdng phdp nghien cuu chat lllf/lzg djch hlmg khong 10 1.3.2 Quy trinh nghien cztu chat lllf/lzg djch hiuzg khong 11 1.3.3 Xay thang do 11 1.3.3.1 Thang do chii't !UQ'flg dfch himg khong . . 11 1.3.3.2 Thang do muc d9 thoa miin crla khdch himg 12 1.3.4 Nghien czcu chinh thzl:c chat lztf/ng djch himg khong 12 1.3.4.1 Mliu nghien cl1u 12 1.3.4.2 Thong tin mdu 12 1.3.5 Phiin tich h? sif tin cijy cronbach alpha 13 1.3.5.1 Thang do chtit llt(/ng djch V{l ••••••• ••.•••••••••.••••••••••••••••••••••••••••••••••••••••••••••• 13 1.3.5.2 Thang do muc dq tho a man cua khach hcmg 13 1.3.6 Phiin tich nhiin tllkham pha EFA 14 1.3.6.1 Thang do chat htf/llg djch V{l .••.••••.•••••.•••.•••••••••••••••••••••••••••••••••••••••••••••••••• 14 1.3.6.2 Thang do muc dq thoa man cua khach himg 16 1.3.7 Phiin tich mol quan h? giila cac thcmh phiilz chiit lu(hzg dich VZJ HK 11 1.3.8 Phiin tich m& quan h? giiia cac thimh phiilz chiit ilt(hlg dich HK vUi slf thoa miin ciia khach hang 17 1.3.9 Phiin tich anh hztling ciia cac dol tu(hzg khach hang tfli chiit lu(hlg djch hang khong 18 1.3.9.1 Phdn tfch drih huiJng czla gi6'i tfnh tai chi/t(u(Jng djch v{l himg khong 18 1.3.9.2 Phan tfch dnh huiJng czla hqc van tai chat lli(Jng djch V{l himg khong 20 1.3.9.3 Phan tfch dnh huiJng czla thu nhfj.p t6'i chat lu(Jng dfch V{l hang khong 20 1.4 TOm tilt chlidng 1 0 ••••••• 21 CHUONG 2: PHAN TICH DANH GIA THTjC SAN XUAT KINH ' , •• :' ? -"'' DOANH VA CHAT LU<)NG DJCH VI) HK CUA VNA DEN 2004 22 2.1 Tfing quan ng3nh hilng khOng Nam 22· 2.1.1 Sd lzt(lc ljch su hinh thanh va phat triin ciia hang khong Vi?t Nam 22 212 G .,. tl '" A- 'T'"? " ty H' Vh" T7'"t 1\T 23 • • · lill ZUJU ve ong cong ang .n. ong Y lf! 1Yam 2.1.3 Cd ciiu to? chz£c ciia TIJng cong ty HKVN 24 2.2 Phan tfch, danh gia thtfc cua VNA de'n nam 2004 24 2.2.1 Tinh hinh phat triin h!J tiilzg kj thuijt va dQi may bay cua HKVN 24 2.2.1.1 Tznh hinh nang cap xay dl;(ng nha ga, san bay cua HKVN 24 2.2.1.2 Tznh hinh phat trdn dqi may bay czla VNA :25 2.2.1.3 Vi h(l tdng k)i thufj.t cua VNA 26 2.2.2 Tinh hinh doanh thu, l(li nhuijn va dong g6p vao NSNN 26 2.2.3 Tinlz hinh vijn chuyln himh khach cua VNA 27 2.2.3.1 Tinh hinh v(in chuyln khach va thf phdn nqi dfa 27 2.2.3.2 Tinh hinh v(in chuyln khdch va thi phtin qu&: te' 28 2.2.4 Tinh hinh vijn chuyln hang hoa cz1a VNA va mqt sflhiing himg khong 29 2.2.5 Tinh hinh chijm gid, huy chuye'n cua VNA 30 2 2 6 h • t ' ' ? " d ' b 31 • • Y e t 1 rzldng va md rQng cac lldng ay . 2.2. 7 Vi cong va nhiin l{IC 31 2.2.8 Banh gia sz[c ct.mh tranh va xep ht.mg czla VNA tren the' giUi 33 2.2.9 Vi cong tac xiiy d{tng hinh anh, thztdng czia VNA 34 2.3 Danh gia thtfc cha't lu'Q'ng <ijch VlJ. HK ctia VNA 35 2.3.1 vi mz[c dq tin cijy 35 2.3.2 Vi nzt?c dq dap ztng 36 2.3.3 vi nzztc dq dam bao 37 2.3. 4 Vi lllllC dq dolzg cam 37 2.3.5 Vi plutdng hi'lu hinh , 38 2.3. 6 Vi nha ga, san bay 39 2.4 TOm chtidng 2 0 ••••••••••••••••••••••••••••••••••••••••••••• 40 1'\. , , ? , "' "'' Cm1<1NG 3 : MQT SO GIAI PHAP NANG CAO CHAT LU(iNG DlCH Vl) ' "' ? HANG KHONG CUA VNA GIAI DOL}.N 2005- 2015 .41 3.1 Djnh hu'ong, quan va chie'n lu'Q'c phat ctia VNA 41 3.1.1 Dinh huung phat triln 41 3.1.2 Quan diem phat trie?n 41 3.1.3 M{tc tieu chie'n lzt(Jc to?ng quat 42 3.1.4 Cac chien lzt(Jc phat triln to?ng thl cua VNA giai dof!-n 2005-2015 42· 3.2 Cac giai phap nang cao cha't lu'Q'ng <ijch VlJ. hang khong cua VNA 43 3.2.1 Phat triln cd si'J hq talzg, da'zt tll cai tqo nang cap san bay nha ga 43 3.2.2 Phat triin dqi may bay dqi 44 3.2.3 Phdt triln nguolz nhfm l{tc cila VNA 45 3.2.4 Phdt triln cdc djch quan tam hdlz din titng cd khdch himg 46 3.2.4.1 Khai thdc djch V¥ gicti trf nghe nhzn theo yeu cdu (AVOD : Audio -Video On Demand) tren cdc chuyin bay 46 3.2.4.2 Khai thdc djch V¥ Flynet tren cdc chuyin bay 47 3.2.4.3 Titng buoc lor;zi bo tam ve tho'ng di sil d¥ng ve di¢n til trong wJ.n tdi hang khong 47 3.2.4.4 Da dr;zng cdc lor;zi bdo chf tren chuyin bay 48 3 2 4 5 liT" _., d' h ' h , ,., 48 . . . lVang cap JC V¥ ve suat an, t ac uong . 3.2.5 Day mcpzh hoqt dl}ng marketing, xay d{tng, qudng bd hinh dnh ciia VNA. 48 3.2.6 Phdt triin mqnh k/zoa hl)c cong trong do chu trl)ng cong thong tin 49 3.2. 7 M ll rl}ng mqng dztilng bay 50 3.2.8 To· chz£c tot cdc djclz ban himg tqi san bay 50 3.2.9 To? clul:c tot hdlz cong tdc ban ve 50 3.2.1 0 Hcpz che' to'i da tinh trqng hzly chuye'n chqm giil bay 50 3.2.11 Pho'i h(lp chijt che vm cdc ngimh thlldlzg mqi, du ljch dt tqo ra ml}t elm · trinh holm chinh trong ph{lC V{l himh khdch 51 3.2.12 Day mqnh quan hf/JJ tac quoc te' 51 3.3 MOt sO kie'n nghi 51 . . 3 31 . K""' h. ,. h' l h • 51 . . zen ng 1 viJl c zn z p u . 3 3 2 K . A, h. M B A G. th A A t ? • ' c HK 52 . . zen ng 1 vv, iJ wo ong vqn az va ; 3.3.3 Kie'lz nghi vm VietNam Airlines 52 3.4 TOm tiit chttdng 3 53 KC't •••••••••••••••••••a••••••••••••••••••••••••••••••••••••••••o•••••••••••••••••••••••••••••••••••••••••••••••••••• 54 Tili tham khao Pht;tlt;tc A320/321 AAPA DANH Ml.JC CAC CHO' VIET TAT :Airbus 320/321. : h()i hang khong chau A- Thai blnh du'dng ( Association of Pacific - Asia Aviation) AF :Hang hang khong qu6c gia Phap (Air France) ASEAN : h()i cac qu6c gia .Dong nama (Area of SouthEast Asia Nations) A VOD : Dich vv giai tri nghe nhln theo yeu ( Audio-Video On Demand). B77717E7 :Boeing (777/ 7E7 ). Cathay :Hang hang khong Cathay Pacific (Cathay Pacific Airlines) .DHKT : .DC;li hQc Kinh te'. EFA : Phan tich nhan t6 kham pha (Exploring Factor Analysis) GDP : T6ng san phclm qu6c n()i (Gross Domestic Product). HK :Hang khong. HKDD : Hang Khong Dan Dvng. HKVN :Hang khong Nam. IAT A : h()i di hang khong the' gioi ICAO KH-TT MAS NSNN NXB SARS SIA STR SXKD TCT Thai TPHCM VNA ( International Air Tranpor Association) : T6 chuc hang khong dan dvng qu6c te' (International Civil Aviation Organization) : Ke' ho(;lch thi tru'ong :Hang hang khong qu6c gia Malaixia (Malaysia Airlines.) : Ngan sach Nha nu'oc. : Nha xua't ban. : Dich viem duong ho hffp ca'p. :Hang hang khong Singapore (Singapore Airlines) : T6 chuc chuyen nghien cll'u v€ hang khong Skytrax Research. : San xua't kinh doanh T ,.? " : ong cong ty. :Hang hang khong qu6c gia Thai Lan (Thai Airways) : Thanh ph6 H6 Chi Minh. :Hang hfmg khong qu6c gia Nam (VietNam Airlines.) ., ? 1"\? DANH Ml)C CAC BANG BIEU Trang Bang 1.1 : tinh ehcft lu'<;5ng san phffm dieh Vl;l xe'p h(}.ng eae hang HK 9 Bang 1.2 : Ke't qua phan tich EFA eua thang do ehcft lu'<;5ng djeh Vl;l HK 14 Bang 1.3 : Ke't qua EFA eua thang do mile d<) thoa man eua khaeh hang 17 Bang 2.1 :Tinh hlnh v6n dfru tu' nang ecfp m<)t s6 ciing HK eua VNA 25 Bang 2.2 : Tinh hlnh phat d<)i may bay eua VNA 25 Bang 2.3 : Doanh thu, l<;1i va dong g6p vao NSNN eua VNA 26 Bang 2.4: Lu'<;5ng khaeh n<)i dia va thi phfrn VNA giai do(}.n 1991-2003 27 Bang 2.5: Lu'<;5ng khaeh qu6e te' va thi phfrn VNA giai do?n 1991-2003 28 Bang 2.6 : Tinh hlnh khaeh 9 thang dfru nam 2004 eua VNA 29 Bang 2. 7 : Tinh hlnh hang hoa cua VNA va m¢t s6 hang HK 29 Bang 2.8 : Ty chuye'n bay ccft eanh dung giO eua VNA va Cathay 30 Bang 2.9 : Ke't qua phan tich trung blnh Mile d<) tin cua VNA 35 Bang 2.10: Ke't qua phan tich trung blnh Mile d<) dap ling eua VNA 36 Bang 2.11 : Ke't qua phan tich trung blnh Mile dQ dam bao eua VNA 37 Bang 2.12 : Ke't qua phan tich trung blnh Mile dQ d6ng cam ctla VNA 37 Bang 2.13 : Ke't qua phan tich trung blnh Phuong hihl hlnh eua VNA 38 Bang 2.14: Ke't qua phan tich trung blnh nha ga, san bay eua VNA 39 Bang 3.1 : Nhu cfru phat d<)i may bay cua VNA 44 DANH Ml)C CAC so DO Trang So d6 1.1 : Mo hlnh cha't ht<;ng djch Vl.,l cua Parasuraman 4 So d6 1.2 : Mo hlnh cha't ht<;ng djch Vl.,l va Sl.,l' thoa man cua khach hang da chinh : 19 DANH Ml)C CAC PHT) Ll)C Pht;tlt;tc 1.1 : Mo hlnh cha"t ht<;rig dich Vt;l va Slf thoa man cua khach hang. Pht;tlt;tcl.1a: So d6 chu8i gia tri cua VietNam Airlines. Pht;t h,1c 1.2 : Cac chi tieu Cl,l danh gia cha'"t ht<;ng djch Vl,l HK cua STR. Phl,l lt;tc 1.3 : Ke't qua danh gia ch!t ht<;ng djch Vlf cua cac hang HK My 2003 va thong tin vS gio cua HK chau Au. Pht;tll,lc 1.4 : Dan bai thao nghien cU'u dinh tinh. Phl,lll,lc 1.5 : Thang do SERVQUAL. Phl,lll,lc 1.6: Thang do SERVQUAL_HK 1. Phl,lll,lc 1.7: Thang do SERVQUAL_HK 2. Phl,lll,lc 1.8 : Ke't qua phan tich Cronbach alpha. Phl,lll,lc 1.9 : Ke't qua phan tich EFA. Phl,l ll,lc 1.10 : Ke't qua phari tich m6i quan ht% gifi'a cac thanh phlin cha't htqng dich Vlf hang khong. Phl,l ll,lc 1.11 : Ke't qua phan tich m6i quan ht% gifi'a cac thanh phlin ch!t ht<;ng dich Vt;l hang khong Va Slf thoa man cua khach hang. Phl,lll,lc1.12:Ke't qua phan tich anh hudng cua gioi tinh toi ch!t lu<;ng djch Vl,l HK. Phl,l ll,IC 1.13 : Ke't qua phan tich anh hudng cua trlnh d(> hQC v!n tOi ch!t ht<;ng dich Vlf hang khong. Phl,l ll,lc 1.14 : Ke't qua phan tich anh hudng cua thu nh?p tinh tOi cha't ht<;ng djch .· vl,l hang khong. Phl,lll,lc 1.15 : Ke't qua phan tich lc,li Cronbach alpha. Phl,lll,lc 2.1 : So d6 t6 chile cua T6ng cong ty Hang Khong Vit%t N am. Phl,l ll,lc 2.2 : So sanh d(>i may bay va lu'<;ng khach chuy€n cua VNA voi m(>t s6 hang HK khu v1fc. Phl,lll,lc 2.3 : Y kie'n phan h6i cua khach hang d6i voi dich Vl,l cua VNA nam 2003 va 9 thang dciu 2004. Phl,lll,lc 2.4: Ty trQng dich Vlf trong GDP cua Vit%t Nam va m(>t s6 nu'oc Lu'<;ng khach nu'oc ngoai de'n Vit%t Nam giai 1996-2003. [...]... cha'p Tin s6 R2 tren d?t kha cao Cac thanh dung trong m6i truemg dinh vi tri cua minh thi ca nang cao Iuqng... tu'Qng c6 trinh d . TP.HO CHi MINH ooOoo NGUYEN TRUONG THI MQT s6 GIAI PHAP NANG CAO CHAT Llf0NG DJCH Vl) HANG KHONG CUA VIETNAM AIRLINES GIAI DOAN 2005-2015 Chuyen nganh : Quan tri Kinh doanb,, _____. LOICAMDOAN Toi xin cam doan ban lu?n van " MQT SO GIAI PHAP NANG CAO CHAT LV<)NG DlCH VTJ HANG KHONG CUA VIETNAM AIRLINES& quot; nay la cong trlnh nghien CUu CUa rieng. quat 42 3.1.4 Cac chien lzt(Jc phat triln to?ng thl cua VNA giai dof!-n 2005-2015 42· 3.2 Cac giai phap nang cao cha't lu'Q'ng <ijch VlJ. hang khong cua