Recommendations to improve the quality of port services to cargo at port of haiphong joint stock company tan vu port branch

MINISTRY OF TRANSPORTATION MINISTRY OF EDUCATION & TRAINING VIETNAM MARITIME UNIVERSITY STUDENT NAME:TRẦN TRỌNG NGHĨA DISSERTATION GLOBAL STUDIES AND MARITIME AFFAIRS RECOMMENDATIONS TO IMPROVE THE QUALITY OF PORT SERVICES TO CARGO AT PORT OF HAIPHONG JOINT STOCK COMPANY -TAN VU PORT BRANCH HAIPHONG – 2015 MINISTRY OF TRANSPORTATION MINISTRY OF EDUCATION & TRAINING VIETNAM MARITIME UNIVERSITY STUDENT NAME:TRẦN TRỌNG NGHĨA ID: CLASS: 50085 GMA 02 DISSERTATION GLOBAL STUDIES AND MARITIME AFFAIRS RECOMMENDATIONS TO IMPROVE THE QUALITY OF PORT SERVICES TO CARGO AT PORT OF HAIPHONG JOINT STOCK COMPANY -TAN VU PORT BRANCH Supervisor: Hoàng Thị Lịch Division: Global Studies and Maritime Affairs Faculty: Economics HAIPHONG – 2015 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch PREFACE Vietnam is one of the countries in the world that has big potential on maritime with the coastline of 3260 km The trend of global commercialization has created a fiercely competitive environment among countries which have coastline The development of portservices directly contributes to economic and international integration The role of portservices to the national economy is very huge Port of Haiphong belongs to maritime transport system in the North of Vietnam and has crucial role in development of port system in Vietnam However, the operation of portservices at Port of Haiphong, especially at Tan Vu Port Branch – a branch of Port of Haiphong still remains limitations and challenges From this situation, I decided to choose the topic: “Recommendations to improve the quality of port services to cargo at Tan Vu Port Branch” is my thesis topic I really appreciate the help from the International School of Education (ISE), ISE students has been given chances to practice in many famous enterprises, ports During that time, I had a chance to practice at Tan Vu Port Branch – a branch of Port of Haiphong I declare that this report is my own unaided work It has not been submitted before If violated, I am solely responsible for and bear the punishments of the Institution and University Student Name and Signature TRẦN TRỌNG NGHĨA Trần Trọng Nghĩa GMA02 Page i Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch TABLE OF CONTENTS Preface i Table of Contents ii List of Symbols, Abbreviations iv List of Tables v List of Figures vi INTRODUCTION CHAPTER 1: Literature review about portservices and the quality of portservices 1.1Overview of portservices 1.1.1 Concept of port services 1.1.2 Classification of port services 1.1.3 Roles of port services to national economy 1.2 Quality of portservices 1.2.1 Concept of service quality and port service quality 1.2.2Services quality criteria CHAPTER 2:Quality of portservices at Tan Vu Port Branch 11 2.1Overview about Tan Vu Port Branch 11 2.1.1 Formation and development 11 2.1.2 Roles and tasks 14 2.1.3 Functions 14 2.1.4 Organizational structure 16 2.1.5 Infrastructure 20 2.1.6 Business resultsof Tan Vu Port BranchinQ2 and Q3 of 2015 21 2.1.7 Development plans in the future of Tan Vu Port Branch 23 2.2Quality of port servicesto cargo at Tan Vu Port Branch 24 2.2.1 Research method 24 Trần Trọng Nghĩa GMA02 Page ii Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch 2.2.2 Research findings 28 2.3 Evaluation on quality of port services to cargo at Tan Vu Port Branch 34 2.3.1 Advantages 34 2.3.2 Disadvantages 35 2.3.3 Real situation of the quality of port services to cargo at Tan Vu Port Branch 35 CHAPTER 3: Recommendations to improve the quality of port servicesto cargo at Tan Vu Port Branch 39 3.1 Recommendations on development direction of Tan Vu Port Branch in the future 39 3.1.1 Professional business plan 39 3.1.2 Salary for staffs 39 3.1.3 Technique 39 3.1.4 Occupational safety 40 3.2 Recommendations to improve the quality of port services at to cargo at Tan Vu Port Branch 40 3.2.1 Recommendations based on the results of survey questionnaire 40 3.2.2 Specific recommendations 41 CONCLUSION 44 Reference / Bibliography Appendix Trần Trọng Nghĩa GMA02 Page iii Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch LIST OF ABBREVIATIONS Q2 – Quarter two Q3 – Quarter three COR – Cargo Outturn Report ROROC – Report on Receipt of Cargo ETA – Expected Time of Arrival Trần Trọng Nghĩa GMA02 Page iv Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch LIST OF TABLES TABLE 1.1: Five elements in SERVQUAL model TABLE 2.1: Flows guide to Tan Vu Port Branch 12 TABLE 2.2: Berth system at Tan Vu Port Branch 20 TABLE 2.3:Business results of the port in Q2 and Q3 of 2015 21 TABLE 2.4: Survey questionnaire sample 24 TABLE 2.5: Gender distribution of respondents 26 TABLE 2.6: Job distribution of respondents 27 TABLE 2.7: Service quality dimension groups in ROPMIS model 27 TABLE 2.8: KMO and Bartlett’s Test 32 TABLE 2.9: Rotated Component Matrix 32 TABLE 2.10: Descriptive statistics 33 TABLE 2.11: Implementation of output by types of goods from 2013 to 2015 36 Trần Trọng Nghĩa GMA02 Page v Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch LIST OF FIGURES FIGURE 2.1: Flow chart guide to Port of Haiphong 13 FIGURE 2.2: Organizational structure of Tan Vu Port Branch 17 FIGURE 2.3: Terminal area of Tan Vu Port Branch 21 Trần Trọng Nghĩa GMA02 Page vi Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch INTRODUCTION Necessity Globalization trend, international economic integration and trade liberalization are the striking issues of recent world’s economy This feature has created the high connection and high interdependence among nations and regions In that context, every nation has to struggle to integrate into the general trend, adjust policies to create favorable conditions for the integration process Associating with the movement trends of the region and the world, Vietnam is also implementing the adjustment of mechanisms and policies and open international economic relationships Maritime is one of the most important sectors contributed positively to the overall development of the country’s economy Over 80% of imported and exported goods are transported by sea, commercial port system plays a crucial role for commercial activities in Vietnam Therefore, the quality of port services are the top concerns for port managers in order to ensure the operational capacity of port After practicing in Tan Vu Port Branch, I give some recommendations to improve the quality of port services at Tan Vu Port Branch in order to not only enhance the port’s reputation to customers, but also ensure the economic benefits of port Research object This study is conducted to evaluate the quality of port services at Tan Vu Port Branch through services quality scale of commercial ports To achieve the basic objective, the topic will focus on the specific study of the following issues: - Inspecting the components of services quality scale of commercial ports Inspecting the relationship between the components of services quality scale of commercial ports and customer’s satisfaction - Making recommendations to improve the quality of port services to increase the level of customer’s satisfaction Trần Trọng Nghĩa GMA02 Page Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch Research scope The research is conducted basing on the quality of port services at Tan Vu Port Branchin Haiphong City from 10th August 2015 to 20th September 2015 Research findings The topic is very practical on research and development of commercial ports in Vietnam through the following points: - The results help administrators see the current status of quality of commercial portservices at Tan Vu Port Branch and this is the basis for innovation and enhancing the quality of port services - Contributing to provide the information on the factors to measure the quality of port services that customers expect to receive from the Tan Vu Port Branch Trần Trọng Nghĩa GMA02 Page Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch Table 2.8 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 652 Adequacy Bartlett's Test of Approx Chi-Square 301.234 Sphericity df 171 Sig .000 EFA results show that when Eigenvalue of factor is higher than 1, Varimax rotation allows deduct factors from 19 variables with deducted variance is 77.636% Table 2.9Rotated Component Matrix Component O2 0.55 M4 0.74 O6 0.59 M6 0.66 O4 0.76 M3 0.79 M2 0.67 I1 0.54 O3 0.78 P1 0.75 P2 0.79 P4 0.58 SR2 0.90 SR1 0.63 P3 0.86 R3 0.85 R2 0.85 R4 0.72 R1 0.78 In this table, all three factors have factor loading higher than 0.5 Also, the results show that outcome dimension, management dimension and image/reputation dimension are added up into a group Process dimension and social responsibility dimension are added up into a group 2.2.2.3 Descriptive statistic Trần Trọng Nghĩa GMA02 Page 32 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch Table 2.10 Descriptive Statistics OMI PS R Valid N (listwise) N Minimum Maximum Mean 35 3.78 4.89 4.4984 35 3.50 5.00 3.9333 35 2.75 5.00 4.0143 Std Deviation 29319 37312 59081 35 Based on the results, OMI (Outcome, management, image dimension) factor shows that this factor is highly rated by customers with the mean equals approximately 4.5 It is higher than R (Resource dimension) factor (mean = 4.0143) and PS (Process, social responsibility dimension) factor (mean = 3.9333) Specifically,about the results of resources-related quality dimension, it is obviously seen that the equipment and facilities of the port are usually ready to serve the customer’s demands but sometimes due to the overload of the port, some facilities cannot operate timely In general, the condition of facilities of the port is good, it rarely break down while being operating The areas to procedures and to pick up goods is quite convenient for customers The ability to track cargoes is not too bad because the port has many camera systems and the supervisors can easily track the cargoes in berths and terminals The customers rate highly for the infrastructure of the port while the condition of terminals sometimes have some trouble This table shows that all the questions are highly rated by customers This means that outcome-related quality of the port is very good The speed of services performance, the reliability of services performance (timeliness of shipment pick-up and delivery), and providing services in a consistent manner are highlight features due the high mean of the result This is a strong point of the port in order to appeal more customers.About the management-related quality dimension, the application of information technology in operation is not highly rated by customers However, the remaining elements of this dimension are very good The image-related quality dimension is very good because of being a branch of the Port of Haiphong Obviously, process-related quality dimension is not an advantage of the port The results show that the mean of all questions in this group are in medium level except the staff’s attitude and behavior in meeting customers’ requirements Theknowledge of customers somehow cannot meet the customers’ need The application of Trần Trọng Nghĩa GMA02 Page 33 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch information technology in customer services is inefficient.The port always ensure the safety in operation and it is highly rated by customers The accidents in working are inevitable but the port always take this responsibility and help families of victims However environmental factors are the big issue that any companies must concern Tan Vu Port Branch has many things to minimize the bad effects on environment but the foundation of the terminal has been sinking In general, the results show that customers highly appreciate outcome-related quality dimension and management-related quality dimension over resource-related quality dimension and process-related quality dimension of the port And customers feel satisfied about the quality of port’s services Therefore, in this period, the operator of the port should focus on improving resource and services process However, it is important to notice that the remaining components are equally important In order to develop the economy of the port, all elements must be enhanced 2.3 Evaluation on quality of port servicesto cargo at Tan Vu Port Branch Based on the results of survey questionnaire, the quality of port services will be evaluated clearer through the real situation at Tan Vu Port Branch 2.3.1 Advantages Since the foundation days of Tan Vu Port Branch, the authorities of Haiphong Port have identified that this branch is one of the strategic key targets Therefore, Tan Vu Port Branch has always received the attention from the leaders of the enterprise and the support of all departments… This has created the motivation for the enterprise to stabilize the production About the infrastructure, because the channel depth is -6.4 m, this allows high capacity vessels can berth easily The equipment is new and able to handle cargoes from high capacity vessels Operation departments quickly access the market and apply promotions in order to attract more customers Advisory departments gradually go into specialization The revenue of port is stable and increasingly Handling equipment is upgraded, including 02 Quay cranes with the lifting capacity of 45 tons, 07 Tukan cranes with the lifting capacity of 40 tons, 11 reach stackers… Trần Trọng Nghĩa GMA02 Page 34 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch Apart from the modern equipment, the port always respond promptly outsource facilities in order to improve the ship dispatching time, ensure the credibility and quality of operation to increase the numbers of ships through the port The Port gradually invests in upgrading quay side, yard, road; buying specialized equipment to handle the container to reach the targets of Haiphong Port 2.3.2 Disadvantages The yard’s area has not expanded yet Recently, the yard’s area is 127,000 m2 which are used to operate container cargo The area for storing cargo is not fully utilized because the handling activities at yard are conducted by reach stackers Meanwhile, the floor of yard has appeared damages and subsidence, causing the difficulties for storing and stacking goods and decreasing the production cost and handling productivity The handling facilities include 11 reach stackers but there are broke reach stackers and have to repair for a long time This causes big difficulties for the port because the volume of cargo through the port is increasingly every month, and it leads to the lack of handling facilities This also directly affects the ship dispatching progress The lack of personnel and experience in some departments are also the big problems This leads to the difficulties in arranging the employees in production chain such as driving department, freight forwarding department… The road from Chua Ve Terminal to Tan Vu Port Branch is being upgraded, the congestion always happens It affects badly to the vessel operation, especially the cargoes which are transported straightly 2.3.3 Real situation of the quality of port services to cargo at Tan Vu Port Branch 2.3.3.1 Cargo handling services - Handling facility The primary type of cargoes of Tan Vu Port Branch is container, so the port utilizes the most modern facilities are rail-mounted gantry cranes The feature of these cranes are that they move onto the rail with hard steel structure, high durability, and be able to handle container vessels with the width is about 12 rows of container and Trần Trọng Nghĩa GMA02 Page 35 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch the hatch area with the width is 32 m.Cement, steel and iron, equipment and bulk cargoes are handled by jib cranes (Tukan cranes) - Production Container is the main type of cargo of the port, so the handling activity this kind of cargo is fully mechanized The port only need driver who control the crane and worker who transmit the signal The most modern equipment to handle this type of cargo is rail-mounted gantry cranes, the specialized vehicle to transport container is reach stackers Besides that, handling other types of cargoes remains many problems The speed of cargo liberation is slow, the productivity is low and does not ensure the handling norm of the port - Handling productivity The average of handling productivity of general cargo of the port is around 3000 – 4000 tons/meters of the length of quay side, and container is 20 containers/crane/hour Compare to other ports, the handling productivity of Tan Vu Port Branch is relatively good, however it just equal to 50% - 60% of the handling productivity of modern ports in the region - The efficiency of handling cargo services Table 2.11 Implementation of output by types of goods from 2013 to 2015 Types of goods Unit 2013 2014 2015 Container 1000T 1,267 1,519 3,511 157 290 1000TEU Equipment 1000T 21.6 22 1.2 Iron and Steel 1000T 128 191 13 Fertilizer 1000T 10 16 Trần Trọng Nghĩa GMA02 Page 36 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch Foods 1000T 3.2 6.1 Fodder 1000T - 0.5 2.7 Cement, sulfur 1000T 32 - 3.8 Klinker 1000T - 97 - Apatit 1000T 13 21 Others 1000T 92 74 23 Total output 1000T 1,567 1,920 3,599 (Source: Business Operation Department) In the period of years from 2013 to 2015, the cargo output through the port has performed upward trend The total output in 2013 was 1,567,000 tons and it increased by 22.53% in 2014, reaching 1,920,000 tons In 2015, the cargo output has climbed to 3,599,000 tons Container is the primary goods at Tan Vu Port 2.3.3.2 Freight forwarding services Recently, the port has organized freight forwarding services Those are: - Directly receive and delivery cargo with cargo owner - Receive and check the delivery order of shipper - Make a record about the status of goods (COR) Issue import and export note, transport note for cargo owner, shipper (delivery note with outbound warehouse note…) - Report on receipt of cargo (ROROC) - Combine with other departments to arrange goods on yard Trần Trọng Nghĩa GMA02 Page 37 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch - Tabulate track record, supervise and monitor all kinds of goods, the import and export of goods, and the movement of goods However, during the freight forwarding process the losses of goods still happen The reasons are: - The yard of port is not concentrated but split up, so when full of ships in berth area, there are not enough freight forwarders in yard area and may be one person have to work from gangs to gangs in one shift and it leads to the wrong quantity of goods when counting and delivering 2.3.3.3 Storing services In 2015, the area of the yard in Tan Vu Port Branch is 127,000 m2 which are mainly used to operate container Recently, the surface of the yard has appeared some breakdown points and the foundation has sunk It is very difficult for stacking container and it reduces the handling productivity The equipment in yard area: Container will be stored and preserved at container yard Although container has advantage of easy preservation, the equipment which handle container at yard is very expensive and complicated In container yard of Tan Vu Port, reach stackers are the equipment to handle container The advantage of this equipment is the average investment and the number of labor force to operate is smaller than the number of labor force in berth area Trần Trọng Nghĩa GMA02 Page 38 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch CHAPTER 3: RECOMMENDATIONS TO IMPROVE THE QUALITY OF PORT SERVICES ON CARGO AT TAN VU PORT BRANCH 3.1 Recommendations on development direction of Tan Vu Port Branch in the future 3.1.1 Professional business plan - Focusing on signing economic contracts in order to maintain the numbers of customers and traditional products of the port while ensuring the economic benefits of the port - Rearranging the production organization, strengthening the management and coordination in groups of dockers in order to fit the handling condition to enhance the productivity, services quality 3.1.2 Salary for staffs Rearranging salary policy of departments in order to fit the development of the port and price volatility in the market This will encourage staffs try their best to complete the plans The port have to ensure salary principles that commensurate with business efficiency Besides, the port have to attend to the right of labors such as increase the salary based on the rank at work, have periodic health examination, buy accident insurance… 3.1.3 Technique - Conducting a review on the current status of the quality of vehicles, equipment, tools to make plans in order to improve the productivity for vehicles, equipment, reduce the fuel - Making plans to renew the equipment, repair and upgrade handling facilities - Inspecting the skill of employees, organizing training and retraining Trần Trọng Nghĩa GMA02 Page 39 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch - Assessing and developing technical norms, norms of fuel for each equipment, facility 3.1.4 Occupational safety - Forming safetyuser networks in production teams - Forming inspection spot groups to supervise and speed up, guide and dealt with the offences Ensuring to minimize the accident at work Providing labor protective equipment for labor forces Forming fire prevention regulations in all department Guiding the utilization of fire prevention equipment such as fire extinguisher, force pumps… Periodic training the safety at work, fire safety Holding workshop about safety in handling field Organizing first aid class for direct labor forces 3.2 Recommendations to improve the quality of port services on cargo at Tan Vu Port Branch 3.2.1 Recommendations based on the results of survey questionnaire - Recommendations on resource +) Renovating terminal, focusing on development of infrastructure of the port: internal roads, dredging the channel to prevent the water congestion +) Buying modern handling facilities Tan Vu Port Branch mainly services container, so ship to shore gantry cranes, vehicles are very necessary to ensure the productivity +) Information technology is very important in operation All activities of the port should be monitored through software - Recommendations on outcome and management-related quality dimension +) Applying modern handling methods in berth, terminal to increase the efficiency +) Continuously improving freight forwarding processes and procedures in order to create favorable condition for customers coming to the port Trần Trọng Nghĩa GMA02 Page 40 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch +) Providing door-to-door services with high quality and low transport +) Diversifyingservices of the port and ensuring the highest quality of costs those services +) Learning about port management in developed countries 3.2.2 Specific recommendations 3.2.2.1 Diversifying services In order to improve the attraction of the port, one important method is diversification of services Recently, the services of the port are quite a few Apart from main services, the port should attend to develop other services such as: shipping agency services, towage services, supply services, repair services These services have huge potential and bring high income for the port The diversification of services will increase the revenue, maximize the human potential, infrastructure… This also creates self-contained industrial cycle, meet the most of customer’s demands At the same time, the port can operate more flexibly in many fields and has ability to enhance the competitive capability 3.2.2.2 Enhancing quality ofservices and expanding services market In order to enhance the services quality, the port have to be clearly aware of status of infrastructure is the determinant of services quality The port have to rationally operate berth, terminal, channel, handling facilities to extend the longevity and increase the productivity Besides that, the port have to make plan to buy new equipment to fit the development trend of maritime affair in the world Especially, in the era of modernization and automation, the port have to focus on applying information technology in operation To make a reasonable strategy on the quality of port services, the port have to attend to the following things: - Concentrating on investment, modernization of handling facilities Investing on buying equipment served for towage, supply, and repair services Trần Trọng Nghĩa GMA02 Page 41 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch - Applying information technology in operation - Holding workshops to probe and detect new ideas of staffs - Making sense and responsibility at work for employees Improving the quality of services mean reducing procedures Simple and compact procedures will enhance the reputation and the support of customers to port’s services Besides, the port need to promote the brand Because the brand is commitment between services suppliers and customers This is also a method to enhance the quality of port’s services 3.2.2.3 Developing human resources Enhancing the competitive capability of maritime transport depend on many factors such as facilities, infrastructure However in order to utilize these facilities well, human resource is very important Therefore, to compete with other companies, apart from upgrading infrastructure, the port has to foster, educate, and improve the professional qualifications of the employees There are some specific solution: - Improve the quality of recruitment The authorities has to bring new blood into the port, only recruit the young who have good skills They have to pass the test in order to work in the port The content of the test must be practical in business production activities of the port - Training and retraining The port have to define correctly the demand of human resource Based on this, the port have to make the plan to train and retrain in specific way: +) Creating a framework program including the requirements for particular position in order to make the professional unification in the port At the same time, the similarity of expertise will create effective teamwork Trần Trọng Nghĩa GMA02 Page 42 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch +) Opening courses to improve the professional competence of staffs This kind of education can be organized by signing the contract with Vietnam Maritime University or other universities that relates to the specialist skill +) Besides, the port should encourage employees to go to other ports in foreign countries in order to contact with the advanced skill in operating port Trần Trọng Nghĩa GMA02 Page 43 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch CONCLUSION In terms of international relations are expanding, the maritime industry in Vietnam in general and the portservices sector in particular are taking advantages of favorable opportunities to speed up in the coming years Tan Vu Port Branch with the inherent strengths should devise specific solutions in order to improve the port services system and continuously enhance the operation efficiency of those services Despite many attempts, due to the lack of time and knowledge, my topic is not able to avoid some mistakes I am looking forward to receiving the feedback from lecturers to make my topic more completely Finally, I really appreciate the help of my advisor – Mrs Hoàng Thị Lịch and the staffs of Tan Vu Port Branch who guided me from the beginning until now to complete this topic Trần Trọng Nghĩa GMA02 Page 44 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch REFERENCE (n.d.) Haiphong: Technique - Material - Safety Department Doanh, L Đ (2005) Tầm quan trọng ngành dịch vụ trình hội nhập kinh tế quốc tế Việt Nam Tạp chí Nghiên cứu kinh tế, 3-17 I Kolanović, Č Dundović, A Jugović (2011) Customer-based Port Service Quality Model Croatia: University of Rijeka, Faculty of Maritime Studies Lewis and Booms (1983) The marketing aspects of service quality American Marketing Association Chicago (pp 99-104) AMA Proceeding Luồng Lạch Huyện (2015, 10 27) Retrieved from Pilotco2: http://www.pilotco2.com/index.aspx?page=detail&id=11 Parasuraman, A., Zeithaml, V.A and Berry, L.L (1985) A conceptual model of service quality and implications for future research Journal of Marking , 41-50 Parasuraman, A., Zeithaml, V.A and Berry, L.L (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing, 12-40 Port, A D (n.d.) Administration Department of Tan Vu Port Secretariat (1991) Vinh Van Thai (2007) Service quality in maritime transport: conceptual model and empirical evidence Asia Pacific Journal of Marketing and Logistics Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch APPENDIX ... Page 10 Recommendations to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch CHAPTER 2: QUALITY OF PORTSERVICES AT TAN VU PORT BRANCH 2.1... quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch Research scope The research is conducted basing on the quality of port services at Tan Vu Port Branchin... to improve the quality of port services to cargo at Port of Haiphong Joint Stock Company - Tan Vu Port Branch CHAPTER 1: LITERATURE REVIEW ABOUT PORT SERVICES AND THE QUALITY OF PORT SERVICES 1.1