ẢNH HƯỞNG CỦA CÁC NHÂN TỐ CHẤT LƯỢNG DỊCH VỤ ĐẾN SỰ THỎA MÃN KHÁCH HÀNG TẠI CÁC CÔNG TY GIAO NHẬN VẬN TẢI QUỐC TẾ Ở THÀNH PHỐ HỒ CHÍ MINH.PDF

- - KHÁCH HÀNG GIAO I - CÔNG TY - - KHÁCH HÀNG GIAO GS.TS VÕ THANH THU - TY i iúp tơi hồn ! ii Võ Thanh Thu iii i .ii iii vi vii .1 .1 .3 .5 .7 Devinder Grewal, 2007) 11 12 2.4 14 15 -Ching Hong Y.J Jame 15 16 17 19 iv 20 .20 20 .20 20 .22 .22 23 25 25 .26 27 27 28 29 .29 31 .31 31 31 33 .34 35 35 40 40 .42 44 44 44 .44 45 45 v 47 48 49 50 P a e e h h j j m m m n o p q r r r v v v w w y y .bb .bb vi Trang 25 2: Th 3: 4: Th 27 27 28 29 3.6: Than 1: 2: K 29 33 Alpha 35 37 y 41 vii Trang Hình 2.1: Hình 2.2: Van Thai & Devinder Grewal (2007) 13 Hình 2.3: eue-Ching Hong Y.J Jame 15 Hình 2.4: Mơ hình nghi 16 Hình 2.5: 19 Hình 3.1 24 1 ngày gay giúp công c công ty v KHÁM PHÁ (EFA) KMO and Bartlett's Tes t Kais er-Mey er-Olkin Measure of Sampling Adequacy Bartlett's Tes t of Spheric ity Approx Chi-Square df Sig .832 490.062 10 000 Com m unalitie s Initial 1.000 1.000 1.000 1.000 1.000 SA01 SA02 SA03 SA04 SA05 Ex traction 648 651 699 568 693 Ex traction Method: Princ ipal Component Analy sis Total Variance Explaine d Component Total 3.259 698 379 361 303 Initial Eigenvalues % of Varianc e Cumulativ e % 65.184 65.184 13.961 79.144 7.579 86.724 7.217 93.941 6.059 100.000 Ex traction Method: Princ ipal Component Analy sis a Com ponent Matrix SA03 SA05 SA02 SA01 SA04 Compone nt 836 832 807 805 754 Ex traction Method: Princ ipal Component A naly sis a components extrac ted Ex traction Sums of Squared Loadings Total % of Varianc e Cumulativ e % 3.259 65.184 65.184 w Variables Enter ed/Re m ovebd Model Variables Entered PR, RS,a OC, MN Variables Remov ed Method Enter a All requested variables entered b Dependent Variable: SA Model Summary(b) Mod el R R Square Adjusted R Square Std Error of the Estimate Change Statistics R Square Change 750(a) 563 555 a Predictors: (Constant), PR, RS, OC, MN b Dependent Variable: SA 87988 563 F Change 66.411 df1 df2 Sig F Change 206 000 ANOVAb Model Regression Residual Total Sum of Squares 205.658 159.484 365.142 df 206 210 Mean Square 51.415 774 F 66.411 Sig .000 a a Predictors: (Constant), PR, RS, OC, MN b Dependent Variable: SA Coefficients(a) Unstandardized Coefficients Std B Error Model (Const ant) OC 279 Standardized Coefficients t Sig Beta Collinearity Statistics Tolerance 272 1.022 VIF 308 395 065 363 6.039 000 586 1.708 RS 171 050 184 3.432 001 737 1.357 MN 240 060 250 4.022 000 549 1.823 138 a Dependent Variable: SA 051 148 2.719 007 713 1.403 PR x H Scatterplot Scatterplot Dependent Variable: SA Dependent Variable: SA -1 -2 -3 -4 -3 -2 -1 Regression Standardized Predicted Value Histogram Normal P-P Plot of Regression Standard Dependent Variable: SA Dependent Variable: SA 30 1.00 75 20 50 10 Std Dev = 99 25 Mean = 0.00 N = 211.00 00 50 00 50 00 00 0 -.5 0 -1 -1 0 -2 -2 0 -3 0.00 0.00 Regression Standardized Residual 25 50 Observed Cum Prob 75 1.00 y SÁT Nam 106 105 50.2 49.8 50.2 100.0 < 30 30-40 > 40 66 105 40 31.3 49.8 19.0 31.3 81.0 100.0 21 154 32 10.0 73.0 15.2 1.9 10.0 82.9 98.1 100.0 38 89 50 18 16 18.0 42.2 23.7 8.5 7.6 18.0 60.2 83.9 92.4 100.0 14 48 132 11 6.6 22.7 62.6 2.8 5.2 6.6 29.4 91.9 94.8 100.0 32 28 129 1.4 15.2 13.3 4.3 1.4 2.4 61.1 1.4 16.6 17.5 30.8 35.1 36.5 38.9 100.0 2 3 9 1.4 1.4 1.4 1.9 2.8 4.3 5.7 DN ng Khác 3.1 5.1 7.1 Khác - g Nai Long An Tây Ninh TP.HCM A.l.l Aa & Logistics Agility Anc Apl Viet Nam Bee Logistics z Ben Line Bisco China Shipping Viet Nam Cma-Cgm Cu Chi Shipping Evergreen Logistic Viet Nam Evergreen Viet Nam Everich Everline Fesco Focus Shipping G.l.o.b.a.l Trading & Logistics G.l.s Gateway Gemadept Germatrans Hanjin Shipping Viet Nam Hanotrans Headway Logistics Hl Cargo Huong Nam Logistics Co., Ltd Incotrans Indo-Trans Logistics Inter - Trans Corp Jupiter Pacific Kuehne Nagel Maersk Viet Nam Maxpeed Svn Co., Ltd Msc Viet Nam Oceanway Oocl Pacific Ocean Pntc Shipping & Logistics Rcl Royal Cargo Safi - Hcm Head Office Sagawa Express VN Sanco Freight Sancom Logistics Co., Ltd Scanwell Logistics Schenker Viet Nam Sdv Viet Nam-Hcm Office Sgn Logistics 12 1 2 1 10 1 1 11 1 2 1 2 4.3 2.8 1.4 5.7 5 9 5 3.3 4.7 2.4 5 1.4 2.4 5 1.9 3.8 5.2 1.9 5 9 5 9 1.9 1.4 6.6 7.1 11.4 14.2 14.7 16.1 21.8 22.7 23.2 23.7 24.6 25.6 26.1 26.5 29.9 34.6 37.0 37.9 38.4 38.9 40.3 41.2 41.7 44.1 44.5 45.0 46.9 50.7 51.7 56.9 57.3 59.2 59.7 60.2 60.7 61.6 62.6 63.0 63.5 64.5 64.9 65.9 67.8 69.2 aa Sotrans Logistics T & M Forwarding T & M Logistics Tmc-Hcm Head Office Transimex Saigon Truong Giang Int'l Freight Ts Lines Uasc Viet Hoa Group Viet Link Vinaforwarding Vinafreight-Hcm Head Office Vinalink-Hcm Head Office Vinashin Container Lines Vinashin Logistics Vinatrans-Hcm Head Office Wan Hai Weixin Cargo Worldwide Logistics Yang Ming Yusen Viet Nam Zim & Gold Star Line Viet Nam 4 2 1 2 18 1.4 1.9 1.9 9 5 2.4 9 8.5 2.8 1.4 69.7 71.1 71.6 73.5 74.4 76.3 77.3 77.7 78.7 79.1 79.6 80.1 81.0 83.4 84.4 85.3 93.8 94.8 95.3 98.1 98.6 100.0 bb Stt công ty g "K"Line A.a.a.s A.b.t.i.s A.c.s.v A.Hartrodt Viet Nam 10 11 12 13 14 15 A.i.c A.i.l A.l.l A.q A.s.l Corp Aa & Logistics Ab & Logistics Acl Acs Act 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 Adc Global Logistics Agi Logistics VN Agility Ahlers Air Sea Worldwide Logistics VN Air Tiger Express Air Viet Alantic Forwarding Ltd Alpi Trading & Services American Container Line American Star Transport Trading Co., Ltd An Gia Lac Trading & Logistics Co., Ltd An Khoi Co., Ltd Anc Anh Forwarding Co., Ltd Anh Sao Anl Aom Logistics Apl Vietnam cc Stt công ty g 35 36 37 38 39 40 41 42 Aps Ark Logistics Co., Ltd Asaco Asia Asia Tic Shipping Service Asian Asian Group Ags Services Vietnam Bac Au Logistics 43 44 Balaji Shipping (uk) Ltd Barom Air Cargo 45 46 47 48 49 50 51 52 Bee Logistics Ben Line Bisco Blue Star Bmk Line Bright Star Brink's Vietnam-rep-office C & I Trading Service 53 54 55 56 57 58 59 60 61 62 C&Line C.t.g Logistics Cargo Mart Ccni Cds Overseas Ceva Logistics Cheil Transport & Trading China Shipping Viet Nam Ciif Clare Air Freight International 63 64 65 66 67 68 69 70 71 Cma-Cgm Cmi Cnc Collyer Shipping Cosco Crown Worldwide Ltd Csav Norasia Cts Cu Chi Shipping dd Stt công ty g 72 73 74 75 76 77 78 79 Cuu Long Shipping Davitrans Dh Trans Dien Bien Int'l Sea Air Freight Dong A Dsv Air & Sea Co., Ltd Dvl Cargo Services Dynasty 80 81 E.i East West Trading Services 82 83 84 85 86 87 88 89 Eastern.Car Liner, Ltd Ecu Line Vietnam Elite International Emirates Shipping Co Empire Logistics Eros Euro Pac Shipping Evergreen Logistics Viet Nam 90 91 92 93 94 95 96 97 98 99 Evergreen Viet Nam Everich Everline F.t.i Fesco Five Continents Trading & Im-Export Forwarding Fns Logistics - Rep Focus Shipping Freight Consolidators (Vietnam) Pte.Ltd G.l.o.b.a.l Trading & Logistics 100 101 102 103 104 105 106 107 108 G.l.s G.r.l G.s.l Gal Gateway Gd Trans Gemadept Geodis Hcm Germatrans ee Stt công ty g 109 110 111 112 113 114 115 116 Gle Logistics Global Access Global Freight Golden Ship Golden Sparrow Shipping Hai Anh Freight & Logistics Hai Au VN Trading & Services Co., Ltd Hai Khanh 117 118 Hamburg Shud Co Hanjin Shipping Viet Nam 119 120 121 122 123 124 125 126 Hanotrans Hapag-Lloyd Headway Logistics Hl Cargo Hl Shipping Co., Ltd Hnt Logistics Hoang Ha Int'l Logistics Htm Logistics 127 128 129 130 131 132 133 134 135 136 Hub Line Huong Nam Logistics Co., Ltd Huyndai I.t.l Shipping Lines Ifc Dong Duong Incotrans Indo-Trans Logistics Inlaco Sai Gon Inter - Trans Corp Interfracht 137 138 139 140 141 142 143 144 145 Irisl Itl Jas Frowarding Vietnam Jne International Pte Jupiter Pacific Just In Time Jvk Kas America Khai Nguyen Hung ff Stt công ty g 146 147 148 149 150 151 152 153 Khl Logistics King Freight King Ship International Kintetsu Kmpl Kmtc Line Korchina Logistics Korean Register Of Shipping 154 155 Korex Saigon Logistics Korman 156 157 158 159 160 161 162 163 Kta Vietnam Kuehne Nagel Kyowa Shipping Co., Ltd Le Hoa Logwin Air & Ocean Loki Co., Ltd Long Hai Waterway Transport Long Ma 164 165 166 167 168 169 170 171 172 173 M.t.l Maersk Viet Nam Mariana Express Lines Pte.Ltd Marimed Shipping Masan Shipping Maxpeed Svn Co., Ltd Mcc Mercury Meridean Transportaion & Logistics Minh Long International Transportation 174 175 176 177 178 179 180 181 182 Minh Minh Transport Logistics Mitsubishi Logistics Mitsui O.S.K Lines Mkp Trans Msc Viet Nam N.p.v Nam A Trans New Econ Line New Guinea Pacific Line gg Stt công ty g 183 184 185 186 187 188 189 190 New Trans Ocean Logistics & Trading New Vi Phat Nis Nohhi Logistics Nt Logistics Ntv Logistics Nyd Logistics Nyk Line 191 192 Ocean World Oceanway 193 194 195 196 197 198 199 200 Oia Global Logistics Oocl Orient Star Shipping Orient Sun Oriental Air Ovcl Asia P&T Transportation P.n.k 201 202 203 204 205 206 207 208 209 210 P.s.v Int Pacific Link Logistics Pacific Ocean Pacific Queen Logistics Pacitech Corp Panalpina-Hcm Rep Office Panda Global Logistics Pdp Couriers (Vietnam) Co., Ltd Pel Phi Hai Freight Co., Ltd 211 212 213 214 215 216 217 218 219 Phuong Nam Logistics Pil Pntc Shipping & Logistics Pol Vn - Hcm Head Office Ppp Logistics R.l.g Rcl Royal Cargo S.a.s.v.n hh Stt công ty g 220 221 222 223 224 225 226 227 Saf Marine Safi-Hcm Head Office Sagawa Express Vn Samudera Shipping Line Sanco Freight Sancom Logistics Co., Ltd Sasco International Logistics Savvy Logistics Co., Ltd 228 229 Scan Logistics-Hcm Head Office Scanmax Logistics 230 231 232 233 234 235 236 237 Scanwell Logistics Schenker Viet Nam Scl Sdv Viet Nam-Hcm Office Sea & Air Cargo Logistics Sea Star Seagate Logistics Seko Vietnam 238 239 240 241 242 243 244 245 246 247 Sgl Sgn Logistics Sinokor Sitc International Holdings Company Ltd Sojitz Logistics Sol Sotrans Logistics Sovereign Global Speedmark-Hcm Head Office Spic 248 249 250 251 252 253 254 255 256 Stx Pan Ocean Sunnytrans-Hcm Head Office Super Star Global Logistics Swire Shipping Syms T & A Logistics T & F Forwarding T & M Forwarding T & M Logistics ii Stt công ty g 257 258 259 260 261 262 263 264 T & M Trans T & S Forwarding T.q.t Logistics T.s lines T.s.c T.t.m Logistics-Hcm Head Office Tan Tien Tasman 265 266 Tci Logistics Tecs 267 268 269 270 271 272 273 274 Tfs The Freight-Hcm Head Office Thien Hai Logistics Tien Phong-Hcm Head Office Tila Logistics-Hcm Head Office Tl Logistics-Hcm Head Office Tmc-Hcm Head Office Tnt-Viettrans Express Worldwide 275 276 277 278 279 280 281 282 283 284 Toan Nguyen Tol Toll-Sgn Top Ocean Trans Wagon Int'l Transimex Saigon Transworld Transportation Co., Ltd Trimax Logistics Truong Giang Int'l Freight Twin Dragon 285 286 287 288 289 290 291 292 293 Twinstar Vietnam Uasc V.t.s Va Express Vantage Logistics-Hcm Head Office Victoria Forwarding Viet Global Logistics Viet Ha Logistics Viet Hoa Group jj Stt công ty g 294 295 296 297 298 299 300 301 Viet Link Viet Nam Shipping Vietsun Vilad Vina Atm Vinaforwarding Vinafreight-Hcm Head Office Vinalink-Hcm Head Offfice 302 303 Vinalogistics Vinashin Container Lines 304 305 306 307 308 309 310 311 Vinashin Logistics Vinatrans- Hcm Head Office Vna Vtco Vvmv Transport-Hcm Head Office Wan Hai Weixin Cargo Wings Logistics 312 313 314 315 316 317 318 Worldwide Logistics Wpc Yang Ming Yen Viet-Hcm Head Office Yicheng Logistics Vn Hcm Yusen Viet Nam Zim & Gold Star Line Viet Nam ... 15 2.5 2.5.1 -Ching Hong Y.J Jame uality and Customer Hình 2.3: Ch -Ching Hong Y.J Jame 16 Giá khách hàng 2.5.2 c Hình 2.4: khách hàng khách hàng doa khách hàng 17 - 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