TAILIEUCHUNG - Improving service quality provided by freight forwarders

The purpose of this study is to determine the current status of the service quality of the transport business based on the assessment of the customer as a business partner. The research results show that most of the interviewed enterprises highly valued the service quality of their supply partners. | Kỷ yếu Hội thảo quốc tế Thương mại và phân phối lần 1 năm 2018 IMPROVING SERVICE QUALITY PROVIDED BY FREIGHT FORWARDERS NÂNG CAO CHẤT LƯỢNG DỊCH VỤ CỦA DOANH NGHIỆP VẬN TẢI MA. Dao Cao Son MA. Nguyen Thu Huong MA. Khuc Dai Long Thuongmai University Email Abstract There are more and more opportunities for businesses in the global market especially those in the field of logistics. The fierce competition from domestic and foreign competitors makes each logistics enterprise in general and transport in particular have to find solutions to improve service quality. The purpose of this study is to determine the current status of the service quality of the transport business based on the assessment of the customer as a business partner. The research results show that most of the interviewed enterprises highly valued the service quality of their supply partners. In addition there are some limitations in terms of employee responsiveness and tangibility. Based on that result the authors provide some suggestions to help businesses improve the quality of their services in the future. Keyword service quality freight forwarder Tóm tắt Toàn cầu hóa đã đang và sẽ tiếp tục mang lại các cơ hội cho các doanh nghiệp đặc biệt là các doanh nghiệp trong ngành Logistics. Tuy nhiên bên cạnh nhưng cơ hội là không ít thách thức những cạnh tranh đến từ cả trong lẫn ngoài nước buộc các doanh nghiệp phải nhanh chóng tìm ra giải pháp nhằm nâng cao chất lượng dịch vụ của mình. Mục đích của nghiên cứu này là phản ánh thực trạng chất lượng dịch vụ của các doanh nghiệp vận tải dựa trên đánh giá của khách hàng là các doanh nghiệp. Kết quả nghiên cứu đã chỉ ra hầu hết các doanh nghiệp được phỏng vấn đánh giá cao chất lượng dịch vụ được cung ứng. Tuy nhiên vẫn còn tồn tại một số hạn chế như khả năng đáp ứng của nhân viên hay tính hữu hình. Dựa trên kết quả nghiên cứu nhóm tác giả đưa ra một số gợi ý nhằm giúp các doanh nghiệp nâng cao chất lượng dịch vụ vận tải của mình trong tương lai. Từ khóa chất .

• Kinh tế học
• Vietnam's economic development
• Freight forwarder
• Quality of transportation services
• Logistics management
• Logistics business activities
• Designing Vietnam’s socio economic development
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• Vietnam‟s position in ASEAN economic community
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• The development of Vietnam economy
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• Summary of doctoral thesis
• Summary of doctoral thesis Economic development
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• ASEAN – Korea Free Trade Agreement
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