- Nhdn vien co lang nghe khdch hdng?
d- Qua trinh hinh thanh va phat trien
3.2- Thirc trang dich vu khach hang cua NXBTK 3.2.1 Khach hang danh gia chat lirong DVKH
3.2.1- Khach hang danh gia chat lirong DVKH a- Cuoc dieu tra thir nhat
Bdng 3.2 - Tong hop chat lirong djch vu khach hang
Chat lirong
A- Chdt Iwang ky thuat (cas& vat chdt)
(1) He thong may tinh va may cong cu trg luc ciia NXBTK phuc vu khach hang
(2) Web site cua NXBTK phuc vu khach hang o muc do nao (3) Giai phap ky thuat phuc vu khach hang dat o muc do nao (4) Bi quyet nghe nghiep phuc vu khach hang dat 6 mirc do nao (5) Van phong giao tiep phuc vu kbacb hang dat a muc do nao
B' Chdt iwang chitc ndng (Nhdn vien tiep xuc)
(6) Tac phong nhan vien tiep xuc (7) Cng xir nhdn vien tiep xuc
(8) Tinh thdn sdn sang phuc vu cua nhdn vien tiep xuc (9) Quan he ngi bg ciia nhdn vien tiep xuc
(10) Hinh thuc ben ngoai cua nhdn vien tiep xuc (11) Kha ndng tiep can ciia nhdn vien tiep xuc
(12) Giao dich voi khach hang ciia nhdn vien tiep xuc
Diem TB 6A 6.1 5,1 7 7,5 6.4 6J 5.5 5.5 6 7 7 5,2 6.7
Tac gia giri philu danh gia chat lugng dich vu khach hang cua NXBTK toi 1000 e-mail cua khach hang dang sir dung san pbdm/djch vu cua NXB, ngi dung thu nhu phu luc so 3 (trang 105). Sau 10 ngay nhdn dugc 850 thu tra loi qua e-mail, ting hgp dilm dugc kit qua nhu bang 3.2.
Thang diem danh gia chdt lugng, gioi: 8,5-10 dilm; kha: 6,5 - 8.4 dilm: trung binh: 5 - 6,5 dilm; yeu: duoi 5 diem.
Qua bang 3.2 chung ta nhdn thay chdt lugng ky thuat ciia NXB chi dat dilm trung binh (6,4 diem) trong do co giai phap ky thuat va bi quylt nghi nghiep dat dilm kha con website va he thong may tinb dat diem trung binh. Chdt lugng chirc ndng (nhdn vien tiip xuc) dat dilm
trung binh 6,1 trong do c6 3 yeu to quan he ngi bg, binh thirc ben ngoai, giao djch voi khach
hang dugc diem kha nhung khong bii lai dugc cho: tac phong, ung xir, tinh thdn sdn sang phuc vu, kha nang tiep can ciia nhan vien tiep xuc.