Phân tích các nhân tố tác động đến lòng trung thành của khách hàng đối với dịch vụ chuyển phát nhanh quốc tế của các công ty đa quốc gia ở TP.HCM Luận văn thạc sĩ

B O I H C KINH T TP.H LU TP H 2014 B O I H C KINH T TP.H I : 60340121 LU NG D N KHOA H C TS T TH M LINH TP H 2014 L c hi li u thu th k t qu ib tk u khoa h 2014 H c hi n M CL C TRANG PH L M CL C DANH M NG DANH M TH DANH M C T VI T T T I THI U CHUNG V 1.1 S c n thi t c 1.2 M u u u u ng 1.5.1 c ic u 1.7 N u 1.8 K t lu 10 T 11 11 nl ch v chuy nhanh qu c t 12 2.2.1 S tho 12 n chuy 2.2.3 Ch 2.2.4 D ch v i 13 ng d ch v 13 14 2.2.5 S thu n ti n 15 u h c 15 15 15 19 c gia ho c chuy qu c t t i TP.HCM 22 n 22 23 24 24 25 25 xu i v i d ch v chuy 2.6 K t lu c t t i TP.HCM 27 29 U 30 3.1 Thi t k u 30 u 30 u 30 3.2.1 Th o lu n tr c ti p 30 34 ng 40 3.3 Ngu 41 c p 41 p 41 3.4 Thi t k m n m u 41 3.4.1 Thi t k m u 41 n m u 42 3.5 K t lu 42 T QU U 44 u 44 4.1.1 V tu i 44 4.1.2 V ngh nghi p 45 4.1.3 V h c v n 46 4.2 M t s mv qu c t d ng d ch v chuy TP.HCM 47 4.2.1 S l a ch n c nhanh qu c t iv TP.HCM 47 4.2.2 Th i gian, m ch n l a p d ch v chuy d ch v CPN qu c t TP.HCM 48 d ng d ch v chuy qu c t 51 tin c y c s 4.3.2 51 d ng d ch v chuy nhanh qu c t c c gia u ch 53 u l n 59 n 61 d ng d ch v chuy nhanh qu c t c c gia ng 63 4.4 K t lu 65 T LU t qu N NGH 67 u 67 5.2 M t s ki n ngh 67 xu t 67 5.2.2 M t s ki n ngh 68 5.3 Nh ng h n ch c 5.4 K t lu u ti p theo 71 72 U THAM KH O PH L C DANH M C B NG B B n 19 B ng 2.2 B n c a kinh doanh chuy c t 26 B ng 2.3 Th 28 B tin c y 35 B p ng 36 B S m b o 36 B ph c v c 37 B D ch v h tr 38 B 38 B Quan h 39 B i 39 B 40 B ng 4.1 B ng s li u v B ng 4.2 M B ng 4.3 Lo ch v ng s d ng 47 d ng d ch v chuy ct c ch v nl a 50 TP.HCM 51 B ng 4.4 B nh Bartlett 54 B ng 4.5 B n 02) 55 B ng 4.6 B ng B ng 4.7 H s t nh Bartlett's c c 58 58 B 59 B s h i quy 62 B 64 B iv 64 DANH M ng d ch v 16 pv 19 tv 20 t ki n chuy c ti p c n theo 21 22 i v i d ch v chuy h qu c t c c gia TP.HCM 28 u 31 u ch nh l n 33 c 60 DANH M C BI Bi tu i c a m Bi u ngh nghi p c a m Bi u 46 h cv nc am Bi u 45 p d ch v chuy u 46 ct d ng nh t 48 Bi 4.5 Th i gian s d ng d ch v CPN qu c t c 49 DANH M C T TP.HCM WTO VI T T T H T ch i th gi i EFA CP C ph n CPN Chuy XNK Xu t nh p kh u TNHH MTV DHL mh uh n M ty chuy FedEx UPS TNT CTL Sagawa -Link : GI I THI U CHUNG V 1.1 S c n thi t c u: c gia nh p T ch Th gi i (WTO), xu t nh p kh u t i Vi Theo k t qu th Nam, i nh u a T ng c c H i quan Vi t ng kim ng ch xu t nh p kh c USD so v i t kh t kim ng ch g n 58,78 t g USD so v p kh n 5,37 t USD so v t m c th n 1,52 t USD quan tr ng cho nh ng ho huy un i ng xu t nh p kh doanh thu chuy Theo k t qu th ct c a chuy c t c a Vi n Vi t Nam, doanh thu ng m 34 tri u USD p trung nhi u doanh nghi p, nhu c u chuy n t cao v p Nh ng th ng 10-100 tri u cho th y, chuy n tr l , t tham gia ng Vi nghi DHL ( ch ti m l c), TNT ( m tu i l FedEx (M ), UPS (M ), Sagawa (Nh t B n) ( ng d ch v chuy n c t t i th c ng Vi t Nam v i th ph n g n 80% (theo th n Vi t Nam) Sau c nh tranh n chi tr i doanh i th n a p chuy chuy n sang ph p 100% v b n vi c 215 email: logs@ttplogistics.com.vn x 216 email: haunguyen@odavietnam.com x email: ngocayers@gmail.com x email: duyen.nguyen@delta.vn x email: Truong.Hien@nov.com x email: nguyendep.106@gmail.com x email: tu.hoang@minhtu-technology.com x email: bichvan@vtc-express.com x email: giang_vuanh@petronas.com.my x email: Minh.DoDuc@nov.com x email: xtexpress@gmail.com x email: nguyen_thi@gr.toyota-tsusho.com x email: hiennm@duykhanh.com x 217 218 219 220 221 222 223 224 225 226 227 228 x 229 email: dinhviet2005@gmail.com x 230 email: diemthuy@dhgpharma.com.vn x email: manhduc210479@gmail.com x email: assistant@tllogistic.com x 231 232 233 , email: builyduc11@gmail.com x 234 x 235 x 236 x 237 x 238 x 239 x 240 x 241 x 242 x 243 x 244 x 245 x 246 x 247 x 248 x 249 x 250 x 251 x 252 x 253 x 254 x 255 x 256 email: habien82@gmail.com x 257 x 258 x 259 x 260 x 261 x 262 x 263 x 264 x 265 Minh, x 266 x 267 x 268 x 269 x 270 x 271 x 272 x 273 email: linh.apollogarments@gmail.com 274 x Nam, x 275 x 276 x 277 x 278 x 279 x 280 x 281 x 282 x 283 x 284 x 285 x 286 email: import-export@mercuryvn.com x 287 New Star), x 288 x 289 Viettransport, x 290 x 291 x 292 x 293 x 294 x 295 x 296 x 297 x 298 x 299 x 300 x 301 x 302 x 303 x 304 x 305 email: bachnt@vosahanoi.vn x 306 x 307 x 308 email: admin@sitc-dinhvu.com x 309 x 310 x 311 x 312 x 313 x 314 0944868481 x 315 0903207507 x 316 x 317 email: thanhtrung@intimexhcm.com x 318 x 319 email: tinnghiaqui@gmail.com x email: sales19@evelinesvietnam.com x email: ehcm-sales9@everstarsealandair.com x 320 321 322 0938589181 x 323 x 324 x 325 x 326 0938508308 x 327 x 328 x 329 x 330 x 331 x 332 skype: mickey.quang x 333 x 334 x 335 x 336 x 337 x 338 email: uyenbm.vn@glelog.com x email:dnlogis.hcm@vnn.vn x 339 340 x 341 x 342 x 343 x 344 x 345 DILBAGH SINGH, x 346 email: chienvanvu.fulink@gmail.com x 347 x 348 x 349 x 350 x 351 x 352 x 353 x 354 x 355 x 356 x 357 x 358 x 359 x 360 x 361 x 362 x 363 x 364 x 365 x 366 x 367 x 368 email: linh.da@nalco.com.vn x email: ngan_quynh28@gmail.com x 369 370 x 371 x 372 x 373 x 374 x 375 x 376 -2-3-4 x 377 378 379 380 Phan Anh, x 381 x 382 x 383 x 384 x 385 x 386 x 387 x 388 x ROSY LYNDA COLLECTION, x Ng Kok Ann, x Chew Minh Hou, x Sanidah, x x x MILLO SHOP, x ASSANA QUY, x x 10 ALISALEH BIN SULAINAN, x 11 SHOP HASANAH, x 12 x 13 x 14 x 15 Hamid, ABDOL HAMID COLLECTION, x 16 x 17 x 18 x 19 x 20 Sariyah, SHOP SARIYAH, x 21 SHOP MARY, x 22 x 23 SHOP PHUONG, x 24 SHOP YSA, x 25 Asisoh, SHOP NATH ASISOH, x 26 Nasir, NASIR COLLECTION, x 27 SHOP ASISAH, x 28 Rokiah, ROKIAH COLLECTION, x 29 Aysha, AYSAH COLLECTION, x 30 SHOP SALY, x 31 SEENA COLLECTION, x 32 SHOP SAHADI, x 33 SHOP WY & RINE, x 34 JAMILAH COLLECTION, x 35 LINDA SHOP, x 36 MILA COLLECTION, x 37 SHOP SALIM-HAKIMAH, x 38 x ... c c gia t d ch v chuy ct c ty chuy xu t m t s ki n ngh nh m i v i d ch v chuy c t t i TP.HCM 1.3 u: u: a i v i dich v chuy n p Ph u: qu c t c c gia u ti d ng d ch v chuy c c gia t i i Vi c TP.HCM. .. mv qu c t d ng d ch v chuy TP.HCM 47 4.2.1 S l a ch n c nhanh qu c t iv TP.HCM 47 4.2.2 Th i gian, m ch n l a p d ch v chuy d ch v CPN qu c t TP.HCM 48 d ng... v chuy nhanh qu c t c c gia t i TP.HCM K t qu v uk t quan tr a d ng d ch v chuy ct xu t m t s ki n ngh p chuy 1.7 N ct i u: Gi i thi u: gi i thi u chung v t: t t u tv trung ng ng c c gia ho c