l
!
12003 2.614.329 523 0,02% 87,42% 2.285.561 1.044
( Ngu6n : So' nang ban ke' hog.ch thj truang VNA) 2.2.3.2 Tinh hinh vqn chuy!n khdch va thj phJ.n quae te'
16,86%
0,05%
Bang 2.5: Lu'Q'ng khach qu6c te' va thi phftn VNA giai 1991-2003
LU'Qllg Ph§n
T6ng Ju·q·ng LtrQllg Ph an TBng thj khach tram Thjph§n khach
Nam khach VNA tram tang
tmimg tang tang ciia VNA tang
l tmong tru·o·ng chuyen ch6' tru·o·ng tru·o·ng
i 1991 565.700 39,62% 1224.155 I i ! 1992 876.300 310.600 54,91% 42,52% 372.564 148.409 66,21% ! i i 199311.146.585 270.285 30,84% 36,46% 418.049 45.485 12,21% 1199411.626.335,479.750 41,84% 40,55% !659.464 241.415 57,75% ! i 199512.060.570 434.235 26,70% 43,75% 1901.413 241.949 36,69% l I I j 199612.263.797 203.227 9,86% 44,29% ,1.002.576 101.163 u,22% I _j 11997 2.324.555 60.758 2% 42,9% 973.610 -28.966 -2,8% I 11998 2.360.807 36.252 1,56% 38,64% 912.330 -61.280 -6,3% 1999 2.601.160 240.353 11,35% 38,48% 998540 86.210 9,51% 12000 3.034.636 433.476 17% 39% 1.185.590 187.050 19% 2001 3.460.279 425.643 14,03% 42,54% 1.472.959 287.369 24,24% 2002 4.241.101 780.822 22,56% 41,56% 1.785.786 312.827 19,68% 12003 4.240.762 -339 -0,01% 41,74% 1.770.000 -15.786 -0,88% l
( Ngu6n : So nang ban ke' hoq.ch thi trUifng VNA)
-Trong giai tu 1993 de'n 2003, t6c do tang lu<;ng khach chuy6n ciia
- 29-
quan 15,6%/nam; khach qu6c n<)i tang blnh quan 13,5%/nam. Thi phfrn tai khach qu6c te' da chi tieu ra la 39 de'n 42%, thi phfrn n<)i dia tren 80%.
- Giai 1997-1999 t6c d<) tang tha'p la do khung hoang tai chinh khu vvc chau A. Be'n nam 2002, t6c d<) tang tntong ht<;ng khach da kha cao 20% va nam 2003 VNA da 4.055.601 khach, ga'p 3,8 lfrn so voi nam
1993. Theo ke' nam 2004 ht<;ng khach cua VNA se
4.960.000 khach, tang 22,3% so voi nam 2003. Dv kie'n de'n 2010 VNA se khoang 10 trit$u hanh khach, voi t6c d<) tang tntong khoang 12%/nam. Bang 2.6 : Tinh hlnh khach 9 thang dftu nam 2004 cua VNA
N()idung T6ng sfi khach Qufic n()i Qufic Sfi bay
-Lu<;ng khach 3.693.670 2.058.646 1.635.024 37.980
9 thang 2003(%) >120
( N gu6n : So' li¢u n6ng Ban KH-IT cua VNA)
2.2.4 Tinh hinh vqn chuyin himg hoa ciia VNA va ml)t sf{hiing hang khong Bang 2. 7 : Tinh h'inh vqn chuyin himg hoa ciia VNA va ml)t so" hiing HK
Hang HK 1999 2000 2001 2002 2003 9T/2004 Thai (ta'n) 463.453 498.770 493.818 521.948 515.122 - Trit$u ta'n-Km 2648 2756 3049 3064 3125 SIA (ta'n) 905.100 975.400 938.500 1043.200 1050.900 - Trit$u ta'n-Km 5.668,2 6075,2 5954,3 6835,3 6690,7 Cathay (ta'n) 672.000 769.000 704.000 851.000 875.000 - ta'n-Km 3817 4146 3938 4854 5299 VNA (ta'n) 41.200 50.300 62.500 64.400 77.300 68.522 - Trit$u ta'n-Km 103 142,7 184,2 197,3 243,9
(Ngu6n: So'li¢u n6ng Ban KH-ITva tdng h(fp tit website cua cdc Hiing HK)
Trong 9 thang dftu nam 2004, VNA hang h6a tang 20% so voi
10% so voi nam 2003. De'n 2005 VNA v?n chuy€n 107.000 tan hfmg hoa va 2010 la 198.000 tan, tang tntong 12-714%.
2.2.5 Tinh hinh chljm gi(f, hiiy chuye'iz cua VNA.
V bo chuye'n, ch?m gio tuy VNA da c6 chuy€n bie'n tich cqc
nhu'ng nhln chung tlnh tr<;1ng nay thu'ong xuyen xay nay ty cat canh
dung gio cua VNA chi dC;lt khoang 85%.
Bang 2.8 : Ty chuye'n bay ca't canh dung gio ciia VNA va Cathay
( Ki ca nhilng chuye'n cat canh chQ,m khong qua 15 phut)
HangHK 1997 1998 1999 2000 2001 2002 2003
VNA (%) 76.3 77.8 79.6 81.5 80.2 84.7 85.1
Cathay Pacific Airlines (%) 81.8 80.3 83.5 84.0 82.9 90.7 91.0
( Ngu6n: So'li?u n6ng Ban KH-TT VNA va tdng h(!p tL'twebsite CLta Cathay)
Tlnh hlnh huy chuye'n ch?m gio chu ye'u la do thoi tie't xau, do ky thu?t may bay, do xe'p }ich bay cilng c6 th€ la do VNA khong c6 du may bay dq tru, cho nen khi m9t may bay hC;l canh thl sau d6 n6 l<;1i phai bay duong khac ngay. Vl
v?y khi m9t chuye'n bi ch?m thl c6 th€ chuye'n khac bi ch?m thea.
nay, VNA dang n6 lqc d€ dam bao cac chuye'n bay du'<Jc thqc
dung lich trlnh. v oi b6 sung them s6lu'<;1ng may bay cua mlnh, tlnh hlnh huy
chuye'n, ch?m giO cua VNA da du'<Jc cai rat Trong thoi gian toi VNA
se phan dau d€ chi con khoang 10-12 % cac chuye'n bay bi nho chuye'n ho?c ch?m gio.
Tren the' gioi huy chuye'n ch?m gio ciing thu'ong xay ra a bat cu
hang HK nao vl ly do khac nhau. TC;li Trung Qu6c, theo T6ng C1;1c HK
Trung Qu6c (CAAC) thl cu 5 chuye'n bay n9i dia c6 2 chuye'n cat canh khong dung giO. Chi rieng trong thang 6/2004 Hang China Eastern c6 25% chuye'n-bay cat canh khong dung gio.
- 31 -
T?i chau Au, ty 1<$ cac chuye'n bay ca't canh giO cling chie'm khmlng 10% trong t6ng s6 cac chuye'n bay. Ty 1<$ nay cua cac hang HK My nam 2003 1a 18% ( Xem phl,11l;lc 1.3 )
2.2. 6 Vi thj tnti'fng va md rl)ng cac dztltng bay
- Trong nhung nam qua, thi tntong t<:ii cua VNA 1uon dtt<;jc md r<)ng, tu ch6 chu ye'u d<)ng trong nttoc va chi voi m<)t duong bay qu6c te' de'n Kinh thl hi<$n nay VNA da xam kha m(;lnh vao thi truong the' gioi. VNA da md r<)ng
thi truong ra khu vlfc Chau A, Chau Au, Chau Uc va toi se md r<)ng ra thi
tntong Chau My rna truoc 1a thi tru'ong My va My. d trong nuoc, vi<$c
md r<)ng thi truong cling c6 nhung buoc phat t6t duong bay moi
dtt<;1c thie't nhu tu TP.HCM tai Cam Ranh, Phu Qu6c, R(;lch Gia, Hai Phong, Qui Nhon, Tuy Hoa, PLeiku ... Ne'u nam 1995 VNA moi c6 duong bay tOi 11 di6m trong mtoc va 16 di€m qu6c te' thl de'n nam 2004 VNA da md r<)ng duong bay tOi 20 di€m trong nu'oc voi 27 du'ong bay va 25 di€m qu6c te' voi 34 du'ong bay;
lu'Qng khach cua VNA ngay cang tang, uoc d?t khoang 5 tri<$u khach
trong nam 2004. Tuy cac duong bay qu6c te' cua VNA con phai qua canh
gay ma't thoi gian cho khach.
Ben c(;lnh vi<$c md r<)ng cac duong bay, thl vi<$c hQp tac va h<)i qu6c te' trong linh vlfc HKDD cling khong ngung dtt<;1c md r<)ng. Tu nam 2002 de'n nay Cl;lc HKDD da t6 chuc dam phan va ky cac Hi<$p dinh HK voi Due, Th6 Nhi Ky, Singapore, Thai Lan, An f>Q, My .... Hi<$n VNA dang la thanh vien cua AAPA, IAT A, ICAO va cling da ky thoa thuong m(;li, h<;1p tac, lien danh voi
hang HK trong khu vlfc va tren the' gioi (AF, Cathay, SIA ... ) chia tai, nang
cao cha't 1u'<;jng ph\}C Vl;l CUa mlnh.
2.2. 7 Vi cong va nhan llfc
* cong : E>6i voi HKVN, vi<$c u'u tien ling dl;lng va phat tri€n cong ngh<$ hi<$n d?i luon du'Qc ttu tien ling d1,mg trong kinh doanh, quan ly bi<$t la cong ngh<$ thong tin. Hi<$n nay VNA dang sll' m<)t s6 chuang trlnh ling dvng
th6ng nha't cho cong hie qulm ly tai chinh, nhan hJc, hanh bay, phan ph6i
ve ... Trang giai do(_ln 1996-2001, HKVN da ti€p nh?n giao cong nght%
thanh cong bao duong ky thu?t may bay tu d'.lng A-check d€n 4C check/5 nam cho A320, ATR 72 va C check cho B767, thvc hit%n nang ca'p xi nghit%p A75, A76 thanh cac trung tam bao du'ong ky thu?t may bay tam CO khu VlfC.
Trang llnh vvc khai thac thu'dng m(_li dich v1;1: Tu 911996 d€n nay, cac ht% th6ng thi€t bi va phan quan ly hit%n d'.li d'.lt tieu chmfn qu6c t€ Ian lu'<;it dl1<;1c dua vao khai thac nhu: Ht% th6ng soat lam thu we hanh khach, hanh ly tlJ'
d(>ng; ht% th6ng quan ly doanh thu; ht% th6ng hanh khai thac bay; ht% th6ng giii' ch6 va ht% th6ng phan ph6i toan cau. Hit%n nay HKVN da tham gia cac ht% th6ng phan ph6i toan du GDS la ABACUS, AMADEUS, GALILEO, SABRE, INFINI, WORDSPAN, AXESS, TOPAS, MISCACI va GABRIEL II. Ht% th6ng thong tin quan ly ky thu?t AMASIS du<;1c khai thac tu nam 1996 quan ly nhit%m V\1 bao duong, quan Iy khi tai, v?t tu' may bay cho toan kh6i ky thu?t. Cac dich V\1 SIT A ph1;1c V\1 quan ly hanh va ban san phcfm v?n tai; ht% th6ng tim ki€m
hanh ly tha't l'.lc Word-Tracer; ht% th6ng dit%n van SMTP7SITATEXT. .. SAp
Wi VNA dang nghien cuu ling d1;1ng cong nght% moi cho phep sii' d1;1ng dich V\1
viSn thong tren cac chuy€n bay voi B777-200ER. Day cling la m(>t bu'oc ti€n nii'a cua VNA trong vit%c nang cao cha't lu'<;ing dich V\1.
* nhan life : Hit%n nay, VNA con c6 m(>t d9i ngii nguoi lao d(>ng dong dao, tu6i doi kha tre va c6 nang sang t(_lo IOn. E>€n nam 2003, VNA c6 khoang 14.000 lao d(>ng, voi tren 84% tu6i du'oi 40 va chi c6 khoang 2.5% tu6i doi tren 50. Tuy v?y thl cha't lu'<;ing lao d(>ng con chua cao, lao dQng c6 trlnh dQ d'.li h<;>c trd len chi chi€m khoang 45% (trong khi (J cac hang HK tien ti€n trlnh dQ nay khoang 65-70% ). V oi tlnh hlnh do CQng VOi Cd ch€ t6 chuc COn: h(_ln ch€, khong linh ho(_lt, tinh hit%u qua ·cua t6 chile chua cao, cd ch€ lu'dng thu'CJng mang
- 33 -
lao dC)ng nen suat lam kha nang chiu n.H ro con chua cao, ti@m nang
sang t<;tO chua dUQC phat huy cao dQ.
VNA dang d£y nhanh cong tac dao t(:lo va dao t(:lo l(:li, d?c Ia voi dC)i ngii phi cong, tie'p vien, th<;1 may, theo huang nang cao chat lu<;1ng va dao t<;to trong nuoc de giam chi phi, dap ling t6t nhu cfru bay. Cho de'n nay thl VNA c6
khoang 1300 tie'p vien, tren 350 phi cong (ke ca thue nuoc ngoai), tren 1000 thQ ky
2.2.8 EJanh gia SllC C(lllh tranh va xep h(lllg cila VNA trell tht gim.
* qmh tranh: Trong b6i canh toan cfru hoa, C(:lnh tranh giua cac hang
HK ra ngay cang kh6c nhilm thu hut nhi@u khach hang, nhi@u d6i tu<;1ng
khach hang. D?c gfrn day, xuat nhung hang HK gia re da lam cho tlnh
hlnh c(:lnh tranh tren thi truong tai HK them n6ng bong.
Voi VNA, trong b6i canh t(:li, bilng tang cuong dC):l may bay voi
cac lo(:li may bay dC;li nhu Boeing 7771767, A321 va nhi@u chuang trlnh
khuye'n mai, cham soc khach hang, lien danh duong bay (voi AF, Cathay, SIA ... ) da lam tang nang life chuyen Va chat lu(/ng dich Vl,l, tang SUC C(:lnh tranh CUa VNA tren thi truong. Trong b6i canh lo(:lt cac hang HK dang phai d6i m?t voi tlnh tr(:lng thua 16 ho?c cilt giam duong bay sau sl,l' 11/9, dich SARS,
chie'n tranh ... thl ngu<;1c l(:li, VNA trong nhung nam qua vfin dung vfi'ng va phat trien voi t6c de) tren 10%. Nam 2002 khi HK the' gioi con bi thua 16 thl VNA vfin c6 l<;1i · Ia 900 ty VND va nam 2003 do bi anh huong boi dich SARS thl VNA vfin c6 l<;1i la 450 ty VND. Cac duong bay ngay cang mo rC)ng, thi
phfrn chuyen luon du<;1c giti 6n dinh, d?c Ia tai qu6c te', nay voi
khoang 24 hang HK ho(:lt dC)ng t(:li Nam, thl VNA vfin cung ca'p khoang 38%
s6 ghe' va duy trl thi phfrn tai qu6c t€ khoang 42%.
Gfrn day de tang han nua sue C(:lnh tranh cua mlnh, VNA cling da ap dl,lng phap nhu giam gia ve cho nguoi IOn tu6i ho?c tre em duoi 22 tu6i, Chuang trlnh GOLDEN LOTUS, kh6ng tang gia ve n<)i do sl,l' bie'n d<)ng cua
gia nhien lit%u bay, tang cac dich Vl,l tren may bay ... Voi ta't ca nhfi'ng co gAng d6, chclc chAn se ngay cang khgng dinh du'Qc vi tri cua VNA tren thi tru'ong.
Tuy so voi the'" gioi, VNA v§:n chi la mot hang HK nho, muc do dich Vlf trung blnh va do d6 nang h,tc q.nh tranh cling con hc;tn che'". Ne'"u so voi cac
hang SIA, Cathay, Thai thl VNA chi 20- 30% lu'Qng khach va
tu 10% -15% khach luan (khach-km).
* Xe'p VNA la mot hang HK tre, da c6 nhfi'ng bu'oc phat vu'c;ft
trong giai VUa qua Va tung bu'oC khgng dinh du'QC mlnh trong moi tru'ong
quoc te'". Theo xe'"p nam 2004 cua t6 chuc STR khi slip xep thu cha't h.tc;ng djch Vlf cua cac hang HK theo tu 1 sao de'"n 5 sao thl VNA du'Qc xe'"p (J
3 sao (Chi tie'"t xem phl,lll,lc 1.2)
Con theo danh gia trong khu vt;(c ASEAN thl VNA dung Ci vi tri thu 6 tren cac hang HK cua Mianma, Lao, Campuchia va Brunay.
2.2.9 Vi cong tdc xay d{tng hinh lmh, th1tmzg hi?u Clta VNA
Cong tac xay dlfng hlnh anh cua VNA luon du'Qc chu trQng voi nang
CaO cha't lu'Qng dich Vl,l, dam bao uy tin VOi khach hang, quang CclO SaU rong hlnh anh cua VNA nhu' mot hang HK uy tin va cha't lu'Qng, mot hang HK tre, hit%n
mang ban sa'c van hoa va thong dan toe. Vit%c quang ba hlnh anh
du'QC tht;(c hit%n ca CJ trong nliOC Va nu'OC ngm\i, thong qua phu'ong tit%n nhu' quang cao tren hlnh, bao chi, tai trQ, xay dt;(ng trang web cua VNA .... T6ng chi phi cho quang cao cua VNA nam 2000 la khoang 31,3 ty d6ng, nam
2003 la khoang 81 ty d6ng.
Bi[tc bit%t mang a'n tu'Qng tot hon cho khach hang, vao ngay
20110/2002, VNA thay d6i tu'Qng cua minh, thay tu'qng con co cfi
tu'Qng moi la Bong sen vang tren xanh me. Thong qua tu'qng
nay VNA muon gui de'"n be the'" gioi thdng ·lau doi cua ngu'oi Vit%t Nam, ban sa'c van hoa dan toe cua Vit%t Nam. Bong sen vang chinh la thti hit%n
- 35-
cha't lu'Qng san ph§'m, stt sang trQng cling nhu' mQt a'n tu'Qng d6i vdi khach hang cha't lu'Qng d!ch vv, an toan va qua.
Hang kh6ng la m9t nganh d!ch vv, do VNA cling xac d!nh ye'u t6 con
ngu'oi la ClfC ky quan trQng trong cha't lu'Qng d!ch V\1 cua minh la dQi ngli nhan vien phvc V\J.. Chinh vi hinh anh ngu'oi tie'p vien du'QC xay dt_I'ng tren
trang phvc ao dai do va nv cuoi tren moi da mang lqi cho hanh khach m¢t a'n
tu'qng th6ng Nam don va men khach.
2.3 Danh ghi thtfc cha't hi'Q'ng djch V\1 HK cua VNA
Cha't lu'qng djch V\J. la va'n s6ng con cua ta't ca cac hang HK tren the gidi.
c6 t6n tqi va phat trong moi tru'ong Cqnh tranh kh6c nay, cac
hang luon phai CO nhii'ng bu'OC tie'n ffiOi trong cai tien d!ch V\1 cho phil hQp. B6i voi VNA, vdi ffi\IC tieu trd thanh mQt hang HK du'QC u'a trong khu Vl/C nen cha't lu'qng djch V\J. cua VNA cling du'QC cai tien khong ngung. Qua nghien CUu 336 bang cau hoi, thl thanh ph§n cha't lu'qng djch V\J. HK g6m 6 thanh ph§n.
m6i thanh ph§n duqc do luang nhung bien khac nhau. Voi thang 5,
nay cac thanh ph§n cha't lu'qng djch V\J. cua VNA du'QC danh gia d trong khmlng 2,59 den 3,49. Tuc la chid muc trung binh rna thoi.
2.3.1 Vi nu[c di) tin cijy.
Bang 2.9 : Ke't qua phan tich trung blnh Muc d() tin ciia VNA
Bie'n quan sat (xem phvlvc 1. 7) Trung blnh D()
v 01 2,81 0,95 v 02 3,09 0,94 v 03 2,85 1,05 v 04 2,87 1,14 v 05 2,80 1,01 v 06 2,38 1,05 TINCAY 2,80 0,74
BQ tin du'QC do lu'ong 6 bien quan sat, trung blnh cua n6 tinh du'QC Ia 2,80. Trang d6 cao nha't Ia bien v_02 c6 trung blnh Ia 3,09 va tha'p nha't Ia bien
i
v_06 c6 trung blnh Ia 2,38; cac bie'n con chi 6 mile khoang 2,8. Ke't qua phan tich du<;Jc trlnh bay trong bang 2.9
Nhu ta th[y vf; mile d9 tin VNA trung blnh, nhu'ng
bit$t lu'u y Ia bie'n v _06 c6 tn;mg s6 th[p duoi mile trung blnh (2,38). Chung to
gio bay cua VNA chua du<;Jc dam baa, tlnh hlnh bo chuye'n giO con ra
kha ph6 bie'n. nay ngoai nguyen nhan nhu thai tie't, thl nguyen nhan chu ye'u la do cong tac sa:p xe'p lich bay chua khoa h9c, d9i may bay cua VNA chua
dap ling nhu cfiu di ngay cang nhif;u cua hang khach.
2.3.2 Vi mzlc dQ dap zing
Bang 2.10 : Ke't qua phan tich trung blnh Mti'c de) dap ti'ng cua VNA
Bie'n quan sat (xem phl;lll;IC 1. 7) Trung blnh DC) chuiln
v 08 3,88 0,96 v 12 3,57 1,02 v 13 3,14 0,97 v 14 3,21 1,05 v 15 3,88 0,97 v 16 2,96 1,07 v 17 3,17 0,93 v 18 3,43 0,99 DAPUNG 3,40 0,74
Nhu mile d9 dap ling cua VNA du<;Jc danh gia kha cao, trung blnh Ia 3,40. Trong d6 trung blnh cua bie'n v_16 th[p nha't Ia 2,96 va bie'n cao nh[t Ia v_08 va v_15 trQng s6 3,88. Nhu trong thanh phfin nay, v[n d€ cfin du<;Jc quan tam nh[t la phai cai tie'n dich Vl;l ban hang san bay. Hit$n vit$c t6 chile
ban hang san bay do cac cong ty dich Vl;l HK cac san bay dam nhung
hang h6a ban day con chua chuffn h6a vf; ch[t lu<;Jng, gia ca qua cao, each sclp xe'p chua h<;Jp Iy va bit$t la thai d9 ban hang cua nhan vien day bi
'
- 37-
2.3.3 Vi muc dl) dam bao
Muc d(> dam bao duQc do Iuong 7 bie'n quan sat. Ket qua phan tich du<;5c trlnh bay trong bang 2.11:
Bang 2.11: Ke't qua phan tfch trung blnh Muc dq dam bao cua VNA Bie'n quan sat (xem phl,l ll,lC 1. 7) Trung blnh Dq
v 20 3,55 1,02 v 21 3,24 0,94 v 22 3,28 0,94 v 23 3,16 0,82