BQ GIAO Dl)C VA BAO TAO
TRUONG BAI HOC KINH TE TP.HO CHi MINH
---------ooOoo---------

NGUYEN TRUONG THI

MQT s6 GIAI PHAP NANG CAO CHAT Llf0NG
DJCH Vl) HANG KHONG CUA VIETNAM AIRLINES
GIAI DOAN 2005-2015

Chuyen nganh : Quan tri Kinh doanb,,_ _ _ _ _..........,
Ma s6 : 5.02.05
I soGtAooucvAo,\orAo
TRV6NG DH KINH TE TP.HCM
THt1 vn~~.J

\1 4~~q
LUAN
. VAN THAC
. Si KINH TE

NGVCH HlfONG DAN KHOA HQC:

.

TS. HOANG LAM TINH

THANH PH6 H6 cHi MINI-I- NAM

2oo4


Ldi cam doan
M~lC

l¥C

Danh m¥c cdc chil viet tift
Danh m~tc cdc bang biiu
Danh m¥C cdc sd dd
Danh m¥c cdc ph{l l{lC
Trang

Ph§.n md dfiu ............................................................................................................. !
CHUONG 1 : CO SO LY THUYET VE CHAT LUONG DICH VU HANG
KHONG VA SV THOA MAN KHACH HANG ........... :............ :............:............ 3
1.1 Ch~t hrQ'ng djch

Vl}

hang khong va

1.1.1 Kluii ni~m cltfit lu(Yng dfclt

Vfl

S\f

phat tri~n nganh hang khong ............ 3 -

va c!tlit lu(Yng dfclt Vfiltang kltong .............. 3


1.3.2 Quy trinh nghien cztu chat lllf/lzg djch v~1 hiuzg khong............................... 11
1.3.3 Xay

d~tng

thang do ........................................................................................ 11

1.3.3.1 Thang do chii't !UQ'flg dfch

v~

himg khong..... .. .. ............ ........ ... ....... ..... .. .. 11

1.3.3.2 Thang do muc d9 thoa miin crla khdch himg ............................................ 12
1.3.4 Nghien czcu chinh thzl:c chat lztf/ng djch v~l himg khong ............................ 12

1.3.4.1 Mliu nghien cl1u ........................................................................................ 12


1.3.4.2 Thong tin mdu ........................................................................................... 12

1.3.5 Phiin tich h? sif tin cijy cronbach alpha ........................................................ 13
1.3.5.1 Thang do chtit llt(/ng djch

V{l •••••••..••.•••••••••.•••••••••••••••••••••••••••••••••••••••••••••••

13

1.3.5.2 Thang do muc dq tho a man cua khach hcmg ............................................. 13



?

-"''

DOANH VA CHAT LU
vi mz[c dq tin cijy .......................................................................................... 35

2.3.2 Vi nzt?c dq dap ztng ....................................................................................... 36
2.3.3

vi nzztc dq dam bao ....................................................................................... 37

2.3. 4 Vi lllllC dq dolzg cam ................................................................................... 37
2.3.5 Vi plutdng ti~n hi'lu hinh ..................................... ,....................................... 38
2.3. 6 Vi nha ga, san bay ....................................................................................... 39

2.4 TOm t~t chtidng 2 ..............................................
1'\.

,...,

?

,

"'

0 •••••••••••••••••••••••••••••••••••••••••••••

40

"''

Cm1

:Boeing (777/ 7E7 ... ).

Cathay

:Hang hang khong Cathay Pacific (Cathay Pacific Airlines)

.DHKT

: .DC;li hQc Kinh te'.

EFA

: Phan tich nhan t6 kham pha (Exploring Factor Analysis)

GDP

: T6ng san phclm qu6c n()i (Gross Domestic Product).

HK

:Hang khong.

HKDD

: Hang Khong Dan Dvng.

HKVN

:Hang khong


SARS

: Dich viem duong ho hffp ca'p.

SIA

:Hang hang khong Singapore (Singapore Airlines)

STR

: T6 chuc chuyen nghien cll'u v€ hang khong Skytrax Research.

SXKD

: San xua't kinh doanh

TCT

,.?
"
: T ong
cong
ty.

Thai

:Hang hang khong qu6c gia Thai Lan (Thai Airways)

TPHCM

Trang

So d6 1.1 : Mo hlnh cha't hti may bay va lu'<;ng khach v~n chuy€n cua VNA voi m(>t
s6 hang HK khu v1fc.
Phl,lll,lc 2.3 :Y kie'n phan h6i cua khach hang d6i voi dich Vl,l cua VNA nam 2003
va 9 thang dciu 2004.
Phl,lll,lc 2.4: Ty trQng dich Vlf trong GDP cua Vit%t Nam va m(>t s6 nu'oc
Lu'ng trong m6i truemg c~nh tranh qrc ky gay g~t. f)~
kh~ng dinh vi tri cua minh thi vi~c nang cao ch~t Iuqng dich VlJ HK- v~n d~ bi keu

ca nhi~u nh~t - la di~u b~t bu(>c va v6 cimg dn thi~t d6i v6'i VNA trong giai do~n
hi~n

nay.

2.. Mvc tieu ciia d~ tai.

+ Nghien cfru m6 hinh ly thuy~t d~ tim ra cac y~u t6 chinh cua ch~t luqng dich
V\}

HK thong qua yeu cAu va ciim nh~n cua khach hang.

+ Xay dl,l'ng mo hlnh ly thuye't
lu'cJng djch

Vl,l

v~ m6i quan hBi tU"Qng va ph~m vi nghien cfru.

+ Df>i tuqng nghien Clru cua lu~n van la cac djch

V\}

khach hang cua

nganhHKVN.

+ Ph~m vi nghien cuu la T6ng c6ng ty Hang Kh6ng Vi~t Nam trong llnh

VlJC


cha't lung SXKD va djch Vlf cua VNA trong nhung nam gftn day, va m(>t

s6 tai li~u ciia cac nha nghien cliu da cong b6.

r


- 3-

CHUONG 1: CO SO LY THUYET VE CHAT LUQNG DJCH Vl) liANG
KHONG v A
THOA MAN KRACH HANG

sv

1.1 Ch~t lll'Qllg djch

V1,1

hang khong va

Sl}'

phat tri~n nganh hang khong.

1.1.1 Kluii ni?m chftt lu(lng djch V{l va cltftt lu(lng djclt V{lltang kltong.

1.1.1.1 Khai ni?m chdt lm;rng djch


cang c6 m

Dich Vl,l

ky VQI).g

~
~

•.....
Dich Vl,l cam nh~n

Khoang cach_5

.
~

~~

- ... --- -

:-:.

Khml'ng each 4
...................

Dich Vl,l chuy6n giao

..

....

Parasuraman &ctg(1985:44)]
Khoang each thu 3 xuftt hi~n khi nhan vien djch V\1 khong chuy~n giao djch V\1
cho khach hang theo nhfrng tieu chi da dugc xac djnh. Trong cac nganh dich V\1, SlJ
ti~p XUC CUa nhan vien v6i khach hang CO

y nghia ClJC Icy quan trQng trong Vi~c cam

nh~n v€ chftt lugng dich V\1 cua khach hang, nhung nhi€u khi cac nhan vi en nay l~i

khong thvc hi~n theo dung nhfrng gi da dugc d€ ra.
Khoang each thu 4 xuftt hi~n khi nhfrng Icy vQng cua khach hang c6 th~ gia
tang thong qua nhfrng gi rna hQ dugc hua hyn, dugc nhin thfty tren quang cao, ap
phich, ... nhung l~i khong gi6ng nhfrng gi rna hQ nh~n dugc tir nha cung cftp djch V\1·


- 5Khofmg each thu 5 xucit hi~n khi c6 SlJ khac bi~t gifra chclt luqng ky v<;>ng bai
khach hang va chclt luqng h9 cam nh~n duqc. Chclt luqng dich V\1 ph1,1 thu(>c vao
khoang each tht'r 5 nay. Khi khach hang cam thcly kh6ng c6 SlJ khac bi~t gifra chclt
luqng h9 ky v<;>ng va chclt luqng h9 cam nh~n duqc khi tieu dung m
Va thvc te' cho tha'y, nhiSu nha nghien CUu da thvc hit$n mo hlnh 5 thanh
phgn cha't ht

+ Nhung nam 70: C~nh tranh v~ chung lo~i may bay
- C.ic hang sll' dt,mg cac lo~i may bay hil$n dSti nha't nhu' Boeing 707, 727, DC 10, Lockheed ... cua cac cong ty che' t~o may bay c6 uy tin. Uy tin cua hang HK
ph!.) thu9c ph~n IOn vao lo~i may bay rna hQ slt dl.)ng dS chuyen chd khach

+ Nhii'ng nam 80: CStnh tranh v~ san ph§'m phl.)C V\1 tren may bay
- Cac hang dua len may bay cac trang thie't bi, tit$n nghi v~ ph\lc VI.) nhu' dil$n
tho~i; ghe' ng6i hil$n d~i, hi$ th6ng giai tri ...

- HQ khong ngung nang cao, cai tie'n cha't lu'
de'n kha nhi~u. N goai Parasuraman &ctg danh gia cha't lu



My

dlfa tren cac chi tieu chu ye'u sau: 1-Chi sO' dung gio cua cac chuye'n bay;2-Ty

1n ho~c khi may bay bi d~y. Va cac hang HK du va nghien cll'u chinh thuc:

+ Nghien ctru sa b(>: E>uqc th\l'c hidu

khai ni
4
0,722

5

6

1


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I

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0,592
0,539
0,623
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0,478
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0,471
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0,823
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0,498
0,564
0,473
0,799
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0,698
0,595
0,448
0,891
0,891
0,908
0,743