Luận văn thạc sĩ Các yếu tố ảnh hưởng đến sự hài lòng của khách hàng đối với dịch vụ logistics tại Kuehne-Nagel Việt Nam

KHÁCH HÀNG KUEHNE- - UEHNEChun ngành: 60340121 - T Cơ, Gia ình, B Bè N GS-TS tơi su Gia ình, B Khách H Bè, N TICS KUEHNE- tơi - trình bày TPHCM, i ii iii LÒNG KHÁCH HÀNG hàng 1.1.2 khách hàng 1.1.2.2 1.1 1.2 1.2.1.1 10 1.2.2 11 1.2.2.1 11 12 1.2.2.3 15 logistics 16 1.3 M 17 1.3.1 M 17 1.3.1.1 Mơ hình Kano 17 1.3.1.2 Mơ hình Nam (mơ hình VCSI) 19 - 1.3.2 1.4 20 21 logistics : 23 1.4.1 Damco 23 1.4.2 DHL 24 25 -NAGEL 26 2.1 Khái -Nagel 26 26 2.1.2 Quá t 27 28 -Nagel: 29 -Nagel 30 30 31 2.4 logis -Nagel 32 2.4 ogistics Kuehne- 2.4.2 32 -Nagel 34 2.4.2.1 34 2.4 35 36 37 3.1 37 3.2 38 3.3 38 38 3.3.1.1 Ph 3.3.1.2 P 38 39 39 khách tics 39 3.3.2.2 42 42 3.3.3 42 42 3.3.3.3 Phâ 43 44 45 45 47 4.2.1 Phân tích Cronbach 47 4.2.2 Phân tí 47 4.3 P 51 51 52 55 57 57 57 60 4.6 K 61 61 61 62 4.6.4 K 63 64 66 66 66 66 67 67 logistics Kuehne-Nagel Vi 68 68 69 69 bán hàng 70 71 5.3.6 Nhóm 71 72 73 75 -i- DN ESCAP : United Nations Economic and Social Commission for Asia and the Pacific FCL : Full Container Load ICD : Inland Container Depot KN : Kuehne-Nagel LCL : Less than container load TPHCM: VN : 119 HASAN DERMAPHARM 120 VIVABLAST ALL WELLS INTERNATIONAL 121 CO., LTD STANDAR 122 FURNITURE VN STARWOOD FURNITURE MFG 123 VN LTD TAKAKO VIETNAM 124 CO.LTD BROTHER INDUSTRIES 125 SAIGON, LTD OMA INDUSTRIAL 126 CO.,LTD NAM THAI SON 127 PLASTICS CO., LTD TAN TOAN PHAT 128 LTD CO TIEN HUNG 129 FUNRITURE TIEN HUNG INDUSTRIAL 130 CORPORATION KHANH CAT PRIVATE 131 ENTERPRISE TIEN TRIEN 132 VIETNAM CO.,LTD 133 TRISEDCO NINH NGHIA CO., 134 LTD CHENG CHIA 135 WOOD 136 QUANG PHAT HACA COMPANY 137 LTD MS.NGOC TRAN MS.GRETCHEN MS NGA MS CAM NGOC LOAN MS.NGUYEN DIEU HOAN MS NGUYEN THI TUYET PHUONG MS.NGUYEN THI MAI MS MONG LANH MS.NGUYEN THI KIM HIEN MR NGUYEN THAI HOA MR LAM NGUYEN MR VU NGOC MR DAO TRAN VU MS PHUONG MS CECILLIA MR CUONG MR HO THIEN CHUONG MS.LILY DONG AN IP, THUAN AN, BINH DUONG BINH CHIEU, THU DUC, HCMC TOC TIEN, TAN THANH DISTRICT, BR-VT DONG AN, THUAN AN, BINH DUONG UYEN HUNG TOWN, TAN UYEN COUNTY, BINH DUONG 27 DOC LAP BLVD, VSIP 1, BINH DUONG ROAD 7A, AMATA IP, BIEN HOA CITY, HCMC SONG THAN 3, TAN UYEN, BINH DUONG 934 D3 CAT LAI IP, DISTRICT 2, HCMC THUAN AN, BINH DUONG THUAN AN, BINH DUONG 62D/23 NGUYEN HONG STR., BINH THANH, HCMC 456 NGUYEN TU LUC, DA LAT, LAM DONG TAN HIEP, TAN UYEN, BINH DUONG VAM CONG IP, LAP VO, DONG THAP TAN UYEN, BINH DUONG UYEN HUNG, TAN UYEN, BINH DUONG GO VAP, HCMC 64/22 LE QUANG DINH, BINH THANH 138 VIETNAM HOUSEWARE CO.,LTD VIETWOOD 139 INDUSTRIES JSC VISION INTERNATIONAL 140 CO., LTD MS MY CHI MS PHAN THI NGOC HAN MS.UNG PHU KIN DAN CHU ST.,VSIP 1, BINH DUONG 25 VO VAN VAN STR., BINH TAN, HCMC LAI THIEU, THUAN AN, BINH DUONG NO.29 DAN CHU ST, VSIP II, BINH DUONG BINH CHUAN, BINH DUONG NO.3 ROAD, DONG AN IP, BINH DUONG DONG AN IZ, THUAN AN DISTRICT, BINH DUONG MR NGUYEN VIET DUNG 223A ST.NO 17,TAN QUY WARD, DISTRICT 7, HCMC 141 VUONG THAI BINH 142 PROPER JSC WEATHERFORD 143 VIETNAM LLC WINNING 144 SPORTSWEAR YAMAKEN 145 APPAREL LTD YANG CHENG WOODEN IND INT'L 146 (VN) CO., LTD WEST EAST SERVICE TECHNOLOGY 147 CO.LTD UNITED SWEETHEARTS 148 GARMENT CO., LTD HOME VOYAGE VN 149 CO., LTD BINH CHUAN, THUAN AN, BINH DUONG HAMLET 1, BEN CAT, BINH DUONG MS HONG THI ANH THU MR.PHAM MINH NHAT MS SHERRY SHIH MR TRAN QUOC VINH MS.NGUYEN THI HUYNH GIAO MS CHUYEN 150 SCAVI TIEN SON COFFEE 151 & SPICES CO., LTD MR NGUYEN CAT DONG SIMEXCO 152 DAKLAK.,LTD MR NGO QUI THANH 156 HADACO GRAND ATR 157 FURNITURE MR.TA VAN THANH 158 DONAGAMEX MR PHAM HUU UY MR.BENNY LEE RD.10,NHON TRACH IZ, DONG NAI STR NO.2, TAM PHUOC, DONG NAI STREET 19, BIEN HOA IP, DONG NAI THUAN AN, BINH DUONG 83 TRUONG CONG DINH, TAN BINH, HCMC DT741, DONG XOAI, BINH PHUOC D17 STR., MY PHUOC 1, BINH DUONG ROAD 2, BIEN HOA IZ, DONG NAI 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 VI VI CO., LTD HASA VN ART & CRAFT LONG ISLAND CO., LTD GREEN PINE HILL CO., LTD LATITUDE TREE CO., LTD RITA FOOD&BEVERAGE MR LU HAU CHI MR.CAO HOANG CUONG MS YEN LINH MR VAN VAN MR NGUYEN TAN THANH 5/5E DUONG CONG KHI, HOC MON THUAN AN, BINH DUONG LONG THUAN, DISTRICT 9, HCMC GO O MOI, DIST 7, HCMC DT743, SONG THAN IZ, BINH DUONG MS TRAN HOANG YEN VSIP 1, BINH DUONG MS TRAN HONG NHON TRACH IP, HWASEUNG VINA HANH DONG NAI ICA GLOBAL 54-56 NGUYEN TRAI, SOURCING LTD MR LINH NGUYEN DIST HANH XUONG CO., MR CHAU QUOC 156/20 CONG HOA LTD TOAN STR., TAN BINH GREEN VINA CO., BINH HOA, THUAN LTD MR VU NGOC TIEN AN, BINH DUONG MS LE THI THANH THUAN AN, BINH TNL CO., LTD LAM DUONG GLORY HOUSE CO., DAU TIENG, BINH LTD MR PHAN VAN TU DUONG SAIGON TANTEC VIET HUONG IZ, LEATHER MS TRAM BINH DUONG DOANH DUC CO., MR TRUONG QUOC TAN DONG HIEP, DI LTD AN AN, BINH DUONG AN PHU, THUAN AN, ANCO CO., LTD MS LIEN BINH DUONG ASEAN RUBBER 96A NGO TAT TO, CO., LTD MR LE TRUNG KIEN BINH THANH, HCMC MORI SHIGE CO., MR PHAM QUANG DT 744, BEN CAT, LTD SANG BINH DUONG TAN UYEN, BINH SUN KYOUNG VINA MR.JUN YUNG CHUL DUONG NEW WORLD MS DO THI THANH KHANH BINH, TAN METAL CO., LTD TRANG UYEN, BINH DUONG ORIENT WOODCRAFT MS TRUONG THI TAN PHUOC KHANH, FACTORY THANH THUY TAN UYEN, MS TRUONG VIET THAI HOA, TAN PDL POTTERY TAM ANH UYEN, BINH DUONG 180 GIA LOI JSC 181 VISION VINA 182 II-VI 183 NGAN THINH PHAT CARTINA 184 ENTERPRISE CHEMTECH CO., 185 LTD 186 ESQUEL GARMENT TRUNG THANH 187 CERAMIC UNITED POTTERIES 188 SAIGON 189 LOC PHAT CO., LTD 190 LAM VIET JSC KOREA FOAM CO., 191 LTD TUAN LINH MANUFACTURE 192 TRADE CO., LTD 193 O & O CO., LTD CAMPTOWN VINA 194 CO., LTD 195 SUNG HUYN VINA ALPHA POTTERY 196 VIETNAM PHUOC THACH CO., 197 LTD 198 CASA CO., LTD THANH THANG 199 FURNITURE DAI HONG PHAT 200 CERAMIC MR VUONG DUNG MS NGUYEN NGOC CHAU MS NGUYEN THI NGOC HOA MR NGUYEN CONG DANH MR.TRUONG KIEN MINH MS LE THI QUYNH MAI MS TRAN THI NAM ANH MS LE THI TRUC NGAN MR.ROLF SCHWEMIN MR PHAM PHUOC THANH MS TRAN THI XONG MR TRAN QUOC CUONG MR VUONG HONG TUAN MR HONG QUANG KHIEM MR JEFF MS LE HUYNH HA NHU MS.PHAM THI KIM NGAN MR DUNG MR CHIANG HSIN TSUNG MR.NGUYEN ANH TUAN MS NGUYEN NGOC CHINH THAI HOA, TAN UYEN, BINH DUONG THAI HOA, TAN UYEN, BINH DUONG STREET 4, VSIP1, BINH DUONG 432/9 BINH DUONG HIGHWAY 22/14 PHAN VAN HON, DISTRICT 12 22 DOC LAP AVE, VSIP 1, BINH DUONG STREET 5, VSIP 1, BINH DUONG BINH HOA, THUAN AN, BINH DUONG SONG THAN 1, BINH DUONG THUAN AN, BINH DUONG KHANH BINH, TAN UYEN, BINH DUONG VIET HUONG IP, BINH DUONG THUAN GIAO, THUAN AN, BINH DUONG 284 KHANH HOI STR., DIST.4, HCMC BINH HOA, THUAN AN, BINH DUONG BINH DUONG IP, DI AN, BINH DUONG 414/3 NO TRANG LONG, BINH THANH BIEN HOA, DONG NAI SONG THAN IP, BINH DUONG TAN VINH HIEP, TAN UYEN, BINH DUONG AN THANH, THUAN AN, BINH DUONG 201 LAM THINH CO., LTD THANH PHU PHAT 202 FURNITURE MS NGUYEN THI LIEU HA MR NGUYEN ANH DUNG 203 INTERWOOD MR SON 204 GENERAL SHOES MS NGO NOI YEN 205 YC TECH CO., LTD MYUNG SHINE CO., 206 LTD TRAN NGUYEN CO., 207 LTD MS HIEN MR DUONG HUY PHONG 208 CARIYAN WOODEN MR NGUYEN TRI TIN TSAI YARN CO., 209 LTD MS NGUYEN KIEU OANH MS TRANG NGUYEN BINH PHUOC B, BINH CHUAN, THUAN AN VINH CUU, DONG NAI UYEN HUNG, TAN UYEN, BINH DUONG AN PHU, THUAN AN, BINH DUONG SONG THAN 2, DI AN, BINH DUONG STREET 3, DONG AN IZ, BINH DUONG TANG NHON PHU, DISTRICT 9, HCMC ROAD 9, TAM PHUOC IZ, DONG NAI 27 B, DT 743, SONG THAN 2, BINH DUONG FDI DNTN DNNN Total Loai hinh DN Valid Cumulat Frequen Perce Perce ive cy nt nt Percent 137 65.6 65.6 65.6 47 22.5 22.5 88.0 25 12.0 12.0 100.0 209 100.0 100.0 Thoi gian su dung Valid Cumulat Frequen Perce Perce ive cy nt nt Percent Duoi nam 1-3 nam 3-5 nam Tren nam Total 31 14.8 14.8 14.8 45 65 21.5 31.1 21.5 31.1 36.4 67.5 68 32.5 32.5 100.0 209 100.0 100.0 Kenh su dung Valid Cumulat Frequen Perce Perce ive cy nt nt Percent Chi dinh Nhan vien Sales Ca hai Total 85 40.7 40.7 40.7 61 29.2 29.2 69.9 63 30.1 30.1 209 100.0 100.0 100.0 PHÂN TÍCH EFA KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Approx Chi-Square Sphericity Df Sig .758 435.382 000 Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings % of Cumulative % of Cumulative Component Total Variance % Total Variance % 2.564 85.460 85.460 2.564 85.460 85.460 237 7.907 93.366 199 6.634 100.000 Extraction Method: Principal Component Analysis Component Matrixa Component SAS2 932 SAS1 923 SAS3 919 Extraction Method: Principal Component Analysis a components extracted KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Approx Chi-Square Sphericity Df Sig Comp onent 10 11 12 13 14 15 16 17 18 19 Total Variance Explained Extraction Sums of Initial Eigenvalues Squared Loadings % of % of Varian Cumulat Varian Cumulat Total ce ive % Total ce ive % 19.24 19.24 50.650 50.650 50.650 50.650 7 3.173 8.350 59.000 3.173 8.350 59.000 2.634 6.931 65.930 2.634 6.931 65.930 2.152 5.662 71.592 2.152 5.662 71.592 1.656 4.359 75.951 1.656 4.359 75.951 1.228 3.230 79.181 1.228 3.230 79.181 1.047 2.754 81.935 1.047 2.754 81.935 828 2.179 84.114 823 2.167 86.281 612 1.610 87.892 539 1.418 89.310 494 1.299 90.608 410 1.079 91.687 339 893 92.580 327 860 93.439 284 747 94.186 266 699 94.886 248 654 95.539 223 588 96.127 850 11511.49 703 000 Rotation Sums of Squared Loadings % of Varian Cumulat Total ce ive % 7.485 19.696 19.696 7.466 19.648 4.164 10.958 3.807 10.018 3.364 8.852 3.346 8.805 1.504 3.958 39.344 50.302 60.321 69.172 77.978 81.935 20 195 514 96.641 21 187 492 97.133 22 157 412 97.545 23 128 337 97.882 24 116 304 98.186 25 107 283 98.469 26 106 278 98.748 27 081 212 98.959 28 071 188 99.147 29 061 160 99.307 30 060 159 99.465 31 046 122 99.587 32 043 114 99.701 33 028 074 99.775 34 025 066 99.841 35 020 052 99.893 36 018 048 99.940 37 013 034 99.975 38 010 025 100.000 Extraction Method: Principal Component Analysis TAN1 TAN5 TAN4 RES3 RES1 TAN3 RES4 RES5 TAN2 RES2 VAL4 VAL3 VAL5 860 778 777 765 713 700 689 688 678 649 Rotated Component Matrixa Component 423 417 476 819 800 780 VAL2 771 VAL1 737 402 RELQU 704 A3 RELQU 657 A2 ASS1 636 567 RELQU 627 A4 REL4 556 RELQU 525 A5 RELQU 525 A1 ASS3 792 EMP3 433 682 ASS2 542 641 EMP1 630 417 EMP2 512 455 EMP4 470 416 POL2 792 POL1 781 POL3 589 REL3 REL1 REL2 RELSER RELSER 478 RELSER 437 REL5 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 16 iterations .549 429 419 813 762 726 811 686 665 674 * Phân tích nh 9: O: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Approx Chi-Square Sphericity Df Sig Compon ent 10 11 12 13 14 15 16 827 8217.298 435 000 Total Variance Explained Extraction Sums of Rotation Sums of Initial Eigenvalues Squared Loadings Squared Loadings % of % of % of Varianc Cumulat Varianc Cumulat Tota Varian Cumulat Total e ive % Total e ive % l ce ive % 15.24 15.24 6.87 50.821 50.821 50.821 50.821 22.903 22.903 6 6.28 2.935 9.784 60.606 2.935 9.784 60.606 20.965 43.868 3.05 2.233 7.443 68.048 2.233 7.443 68.048 10.192 54.060 2.99 1.738 5.792 73.841 1.738 5.792 73.841 9.983 64.043 2.98 1.140 3.800 77.641 1.140 3.800 77.641 9.936 73.980 2.19 1.097 3.656 81.297 1.097 3.656 81.297 7.317 81.297 829 2.764 84.061 781 2.605 86.665 581 1.936 88.601 480 1.601 90.202 403 1.344 91.546 318 1.061 92.607 300 999 93.606 253 844 94.450 235 783 95.233 200 666 95.898 17 183 611 96.509 18 159 531 97.040 19 153 509 97.548 20 135 450 97.999 21 115 382 98.381 22 101 337 98.717 23 097 322 99.039 24 081 269 99.308 25 069 230 99.538 26 042 139 99.677 27 034 114 99.791 28 026 088 99.879 29 022 072 99.952 30 014 048 100.000 Extraction Method: Principal Component Analysis TAN1 TAN5 TAN4 RES1 RES3 TAN2 TAN3 RES2 RES4 RES5 VAL2 VAL4 VAL1 VAL3 VAL5 RELQUA 866 827 800 732 721 717 716 685 685 653 Rotated Component Matrixa Component 848 822 811 797 769 717 RELQUA 583 533 RELQUA 576 POL2 775 POL1 693 POL3 606 REL5 591 ASS1 774 ASS3 697 ASS2 592 633 REL3 REL1 REL2 RELSER2 RELSER1 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 10 iterations .855 743 740 754 740 ... chi H5: Các y u t h H6: Giá tr c m nh n s hài lòng c a khách hàng ng chi ng chi H7: D ch v quan h n s hài lòng c a khách hàng n s hài lòng c a khách hàng ng chi n s hài lòng c a khách hàng H8:... c a khách hàng T ng quan v công ty Kuehne-Nagel - u Phân tích k t qu nghiên c u xu t -5- C LỊNG KHÁCH HÀNG 1.1 S hài lịng c a khách hàng y u t ng n s hài lòng c a khách hàng 1.1.1 s hài lòng. .. m/d ch v thích thú c m c k v ng, khách hàng s r t hài lòng -6- Trên th c t , xét v s hài lòng c a khách hàng, t n t i nh nh s hài lòng c a khách hàng là: s hài lòng t o giao d ch (satisfaction