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BO GIAO DUC VA DAO TAO
TRUONG DAI HOC KINH TE TP. H6 CHf MINH

CAO MINH HIEU

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I LUU HANH NOi SQ I
Ngu

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NH~N XET CUA GIAO VIEN HUONG DAN

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Thanh cong thu ba :
Tac gia da phan tich mot each s~c sao moi tru'ong kinh te' xa h()i da c6
nhG'ng anh hu'dng ba't l
nhan llfc. Cac chi tieu du'QC lu'c;1ng hoa r5 rang, c6 tinh toan c6ng phu nen
c6 d(> tin c~y cao.

Thanh cong thu tam:
H¢ th6ng cac giai phap du9c xay dlfng· kha c6ng phu, c6 can cu
khoa hQC va da giai quye't dung nhung t6n t(;li da phan tich trong chu'dng II,
do d6 lu~n an c6 c6 tinh th6ng nha't va ch~t che.
+ Trong gidi phap xay dl!ng hinh dnh nhtin hi~u mai cua Vietnam
Airlines, tac gia da neu r5 nhung thu(>c tinh moi cua nhan hi¢u c§n du'QC
phan anh d€ t"10 a'n tu'c;1ng t6t d6i voi khach hang.
D~c bi¢t trong chu'dng trlnh thay d6'i nhan hi¢u tac gia da nha'n
m"1nh vi¢c thay d6'i m(>t each toan di¢n tu n(>i tha't de'n ngo"1i tha't cua d(>i
may bay va d~c bi¢t la phai nang cao cha't lu'Qng ph9c Vl,l hanh khach. M~t
khac tac gia cling da d6 xua't bi¢n phap thay d6i bi€u tu'c;1ng moi nhu'ng tren
cd sC1 tie't ki¢m d€ dam bao chi phi thay d6i la tha'p nha't.

+ Song song voi vi¢c thay d6'i nhan hi¢u, tac gia da d€ xua't

m(>t h¢
th6ng d6ng bQ cac gidi phap phat triin mr;mg duong bay voi nhung thay d6i
ra't moi tren tung du'ong bay hc;1p ly va kha thi.

+ Trong gidi phap vJ ddu

tu va phdt trie'n tac gia da nha'n m"1nh cac
nhung m9c tieu c§n d"1t du'c;1c nhu' : phu hc;1p voi chie'n lu9c t6ng quat, dam
bao hi¢u qua khai thac, tang ty 1¢ may bay sd huu .... D6ng thoi da V"1Ch ra
ke' ho"1ch pha t tri€n d(>i bay kha c6ng phu.

+ Trong


VI~C

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CUA TAC GIA:

Tac gia da lam vi~c nghiem tuc, d§u tu' toan b(> tam hfc cho d~ tai
va da hoan thanh lu~n an m(>t each d(>c l~p. Nhi~u y tu'ang moi, nhi~u y
tu'ong moi du'
2.2.1. Moi truong kinh te' xa h(>i ............................................................................ 9
2.2.2 Tlnh hlnh thi truong va ke't qua khai thac 2002 ............................................. 11
2.2.1.2 Tren mC;tng duong bay qu6c te' ......................................................... 11
2.2.2.2 Tren mC;tng duong bay qu6c n(>i ....................................................... 12
2.2.2.3 Tlnh hlnh CC;tnh tranh ........................................................................ , 14
2.2.2.3.1 Duong bay qu6c n(>i ..................................................................... 14
2.2.2.3.1 Duong bay qu6c te' ....................................................................... 14
2.2.3. Danh gia chat lui .......................................... 22
2.2.3.2.2.3 Nhc}n xet chung ve d!ch Vl;l d~t ch6 ban ve ...................... 22
2.2.3.2.3 Dich v1,1 m~t dat truck chuye'n bay ............................................... 23
2.2.3.2.3.1 Tren cac duong bay qu6c te' ............................................. 23


223232T"
, d'
"' n91 ........................................... 23
. . . . . ren cac
u'ong b ay quoc
2.2.3.2.3.3 Nh?n xet chung v~ DVMD .............................................. 24
A'

2.2.3.2.3.4 Ph9c v9 hanh khach trong nhung chuyen bay bat

CHUONG III: cAc GIAI PHAP CHU

v:Eu NHAM HOAN THitN vA

NANG CAO CHAT Lu'
3.1.1.2. Dt! bao thi truong v~n chuy€n hanh khach de'n nam 2010 .............. 35
3.1.2. Dinh ht.tong phat tri€n cua VNA trong linh

VlfC

v~n chuy€n hanh khach de'n

nam 2010 ................................................................................................................... 35

3.1.2.1. Quan di€m phat trie'n ....................................................................... 35
3.1.2.2. Ml;lc tieu t6ng quat ............................................................................ 36
3.1.2.3. Ml;lc tieu Cl:l th€ ................................................................................. 36
3.1.2.3.1 Cac chi tieu v~n chuy€n ....................................................... 36
3.1.2.3.2 Cac chi tieu v~ chat lttc;Jng .................................................... 37

3.2 Cac giai phap nh~m hoan thien va nang cao cha't ltidng phuc vu hanh khach
cua VNA ................................................................................................................... 37
3.2.1. Xay dlfng hlnh anh nhan

hi~u

moi cho VNA ............................................... 37

3.2.1.1 St! dn thie't phai xay dlfng nhan hi ky thu~t ............................................................................. 49
3.2.4.4 v€ can bQ quan ly ............................................................................. 49
3.2.4.5 v~ nhan vien m~t dat.. ...................................................................... 49


3.2.5 Giai phap hoan thi~n va nang cao cha't h.tc;Jng dich

Vl;l

m~t da't ................... 50

3.2.5.1 Hoan thi~n h~ thong chinh sach, qui trlnh ph9c v9 hanh khach ...... 50
3.2.5.2 Hoan thi~n va nang cao cha't luc;Jng dich v9 DCBV .......................... 50
3.2.5.3 Hoan thi~n cong tac ki€m tra giam sat h~ thong dich
3.2.5.4 Hoan thi~n dich

Vl;l

Vl,J ·················

51


KETLUAN
PHl) Ll)C

TAI LIEU THAM KHAO


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LOI MO DAU
1. Tfnh ca'p thie't cua d~ tai :
Buck vao thien nien ky moi trong boi canh n€n kinh te the gioi hi~n nay dang c6
Xu hudng to~rn cfru hoa, VietNam Airlines hi~n dang dung truck va d6i m~t voi
nhung thach thuc va cd h('>i chua tung c6 trong lich sii' phat tri~n ciia mlnh, du
r~ng n6 da c6 nhung tien bt khi che
d
phap chii yeu nh~m hoan thi~n va nang cao chat lttc;1ng dich vt,1 v~n chuy€n hanh
khach ciia T6ng Cong Ty Hang Khong Vi~t Nam".

2. D6i ttiqng va

ph~m

vi nghien cuu :

Doi ttt
TBB
UIH
VKG

:Buon me thui
:H6 Chi Minh
:N()i Bai
:Hue'
:Haiphong
:Phu qu6c
:Ptay-ku
:Nha trang
:Na san
:Tuy hoa
:Quy nhdn
:R(;lch gia
:Vinh
:Bangkok
:Guangzhou
:Charles De Gaule
:Hong Kong
:KualaLumpur
:Kaohsiung
:Osaka
:Manila
:Melbourne

:Phnom Penh
:Siem Reap
:Singapore
:Seoul
:San Francisco
:Moscou
:Taipei
:Tokyo
:Vientiane
:International Civil Aviation Organisation
T6 chuc Hang Khong Dan D1:mg Qu6c Te'
: International Airlines Transport Association
Hi~p h
A cac

A .............................................................. 15

Bang 2.5 VNA tC;ti thi truong Dong B~c

A............................................................... 15

Bang 2.6 VNA tC;ti thi truong chau Au ...................................................................... 16
Bang 2.7 Xe'p hC;tng VNA .......................................................................................... 16
Bang 2.8 Tinh hlnh cung ung nam 2002 ................................................................... 17
Bang 2.9 Tlnh hlnh khai thac nam 2002 ................................................................... 19
Bang 2.10 Danh gia cua khach hang theo kenh thong tin phan h6i ......................... 20
Bang 2.11 Danh gia cua hanh khach theo ke't qua c1i€u tra thu'ong xuyen tren cac
chuye'n bay ................................................................................................................ 21
Bang 3.1 Dt! bao thi truong v~n chuy~n hanh khach de'n nam 2010 ...................... 35

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DANH Ml)C CAC BIEU DO
Bi~u c16 1.1 Tlnh hlnh v~n chuy€n hanh khach qua cac nam ................................... 13
Bi~u c16 2.1 Ty l~ tang, ch~m. huy chuye'n so voi ke' hOC;lCh qua cac nam ............... 18

DANH Ml.JC CAC HINH

VE

Hlnh 3.1 Thie't ke' cu cua VNA ................................................................................. 38

phong.

1.1.2 Giai do{ln tit 1976 - 1989:
Ngayl 1/0211976 T6ng cl)c HKDD Vi~t Nam ra doi theo nghi dinh 28 CP cua Thu
tuong Chinh phu. Di€u nay danh da'u m()t buoc ngo~c quan tr
Du

v~y v€

tau dai Vit$t Nam v~n duc;c danh gia la c6 kha nang tang tru'dng nhanh trong khu
vlfc. Ngoai ra TCT con 2 doanh nghit$p v~n tai hang kh6ng nua la c6ng ty c6
phftn Pacific Airlines va Cong ty Bay Dich Vl;I Hang kh6ng (ten vie't t~t la
VASCO). Cac ho~t d()ng ciia VASCO bao g6m: chl;lp anh hang kh6ng, khao sat
dia cha't, phl,lc Vl;I nganh dit$n, lam nghit$p, cuu thu'ong, thue chuye'n b~ng tnfc
thang va may bay canh b~ng ... chu'a c6 hit$u qua kinh te'.

+

Cac dich Vl;I d6ng b() trong day chuy€n v~n tai bao g6m: phl;lc Vl;I m~t

da't, phl;IC Vl;I hang h6a, bao du'Bng may bay, tin hQC ....

1.2.2 Ctic djch V¥ kinh doanh ngoai day chuyin vtJ,n tdi hang khong~
Ngoai kinh doanh v~n tai hang kh6ng va c6 dich Vl,l d6ng b() TCT HKVN con
kinh doanh tren nhi€u llnh vlfc khac nhu':

+

Kinh doanh dich Vl,l v?n tai 6to, cac djch Vl,l thu'dng nghit$p, an uong,

nha hang, khach s~n. dta hang mu'on thue, san xuat thlfc phfrm ... t~i cac san bay
N(>i Bai, E>a N~ng, Tan Son Nha't.

+



b6 nude My

l~i do anh

1119. sau day la

ke't qua ho~t dong cua VNA tU' 1995 - 2002.

Bang 1.1 : Ke't qua v~n chuye'n hanh khach va hang hoa
(DVT: 1000 hanh khach va ta'n hang h6a)

1995

Nam

1996

1997

1998

1999

2000 2001

2002

Hang h6a v~n chuy€n


2000
1000

1995 1996 1997 1998 1999 2000 2001 2002

Biiu d6 1.1 Tinh hinh v~n chuyin hanh khdch qua cdc nam
1.4 T6 chuc va cd che' guan Iy ciia T6ng Cong ty HKVN
Vi