Nâng cao chất lượng dịch vụ đời sống trên các công trình biển ngành dầu khí Việt Nam


TRƯỜNG ĐẠI HỌC KỸ THUẬT CÔNG NGHỆ TP. HCM







NGUYỄN ĐỨC TRỌNG



NÂNG CAO CHẤT LƯỢNG DỊCH VỤ ĐỜI
SỐNG TRÊN CÁC CÔNG TRÌNH BIỂN
NGÀNH DẦU KHÍ VIỆT NAM

LUẬN VĂN THẠC SĨ
NH
1 02







12 

TRƯỜNG ĐẠI HỌC KỸ THUẬT CÔNG NGHỆ TP. HCM

NGUYỄN ĐỨC TRỌNG


NÂNG CAO CHẤT LƯỢNG DỊCH VỤ ĐỜI
SỐNG TRÊN CÁC CÔNG TRÌNH BIỂN
NGÀNH DẦU KHÍ VIỆT NAM

LUẬN VĂN THẠC SĨ



HƯỚNG DẪN KHOA HỌC:
TS. LƯU THANH TÂM




12 2012

Khoa 












Trường Đại học Kỹ thuật Công nghệ TP. HCM
  

1. 
2. 
3. 
4. 
5. 



sau 



i

TRƯỜNG ĐH KỸ THUẬT CÔNG NGHỆ TPHCM
PHÒNG QLKH - ĐTSĐH
CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM
Độc lập – Tự do – Hạnh phúc


NHIỆM VỤ LUẬN VĂN THẠC SĨ
 Nam
/09/1971 


MSHV: 1184011212
I- 
Nâng cao chất lượng dịch vụ đời sống trên các công trình biển của ngành dầu khí
Việt Nam
II- 




III- 
IV- 
V- 



TS 




ii

LỜI CAM ĐOAN













iii

LỜI CẢM ƠN


      
     anh 
 


tro 
.


 .



iv

TÓM TẮT

ch   
D) CTB) 
Nam.


DV 

l, qua 
.
V

 . 
 : chất lượng bữa ăn;
mức độ tin cậy; năng lực phục vụ; mức độ đồng cảm; phương tiện vật chất hữu
hình và khả năng đáp ứng, 
 

                
  
 


 

; (2) 
(3)

v

ABSTRACT
This research is aimed at improving catering service quality on offshore-remote
sites (offshore installations) for the oil and gas industries of Viet Nam
Based on theoretical basis, the theoretical models of the world's leading
economists, the author has analyzed and evaluated the intrinsic value of the
enterprises providing catering services. Next, the author has used the method of
measuring customer satisfaction based on the SERVQUAL model of Parasuraman
to find out the factors that affect customer satisfaction, thereby having sulutions to
improve the catering service quality.
The test results showed that the SERVQUAL model of Parasuraman that the
author has applied to the research is reliable. All scales reached statistical values
after adjustments to conform to the current catering service industry. Specifically,
customer satisfaction depends on the following factors: meal quality; reliability;
assurance; empathy; tangibility and responesiveness, in which meal quality is the
key factor that has impact on customer satisfaction best.
These results demonstrate the suitability of SERVQUAL model applied to the
realities of the catering service industry. These results as a tool also help these
companies to evaluate their service quality properly so that they can find out the
solutions to improve their service quality better and more effectively.
Via the analysis and findings, the author recommands the solutions to improve
the service quality, including: (1) The solution in terms of personnel and
administration; (2)the other basic solutions such as meal quality, assurance,

relia and (3) the solutions for food hygiene and safety; waste management;
safety at work and fire prevention on offshore projects.
vi

TỪ KHÓA
:  c
 

n l:  
 ();  
);   ) trong

: 

       Cronin & Taylor,     


vii

MỤC LỤC
LAN ii
LI C iii
T iv
ABSTRACT v
T  vi
MC LC vii
DANH M VIT TT x
DANH MNG BIU xi
DANH M xii
DANH M xii

DANH MNH xii
LI M U 1
p thit c  1
2. M  2
  3
u 3
c tin 4
6. Kt cu lu 4
  CH V I S     N CA
         N CA CH NG
DCH V 6
1.1  n ca chng dch v 6
1.1.1 Tng quan v chng 6
m v chng 6
u t nh n chng 8
1.1.2.3 ng 8
1.1.3 Tng quan v dch v 9
m v dch v 9
m ca dch v 10
1.1.4 Chng dch v 11
m v chng dch v 11
m ca chng dch v 11
   n c   ng dch v   m ca
Parasuraman 12
ng dch v 15
ng dch v ca Gronroos 16
1.1.5 Mi quan h gia chng dch v  th 18
1.1.6 ng s th-
CMS) 20
m v  20

1.1.6.2 m CSM 20
1.1.6.3 Ma CSM 21
c hing s th 22
viii

1.2 Dch v i sn ct Nam 26
ch s n c gii 26
ch s n ci Vit Nam 27
1.2.3 Tng quan v dch v i sn c
Vit Nam 29
 33
C TRNG CHT LNG DCH V I S
N CT NAM 34
2.1 Gii thic ni tp cung ng dch v i
sng, 34
2.1.1 Gii thiu v  phn Dch v Tng hp D 34
 34
  35
 35
u t chc 36
2.1.2 Gii thi  37
 37
  38
 c 38
u t chc 39
2.1.3 Gii thi  40
 40
  40
 40
u t chc 41

2.1.4 Gii thi  41
 41
  42
c ni tp cung ng Dch V i
Sng 42
ng s  44
 45
n 1: 45
n 2: 47
ng 48
2.2.3 Mu 50
 51
2.2.4.1 King h s tin cy Cronbach Alpha 52
  54
u chu. 59
i quy 61
 62
t yu t (Oneway ANOVA) 65
ix

ng thc trn tng
dch v i sng hin nay. 66
2.3.1 Chng 66
t b 67
2.3.3 H thc 68
 70
T S GI
T NAM 71
 n ngun tr doanh nghip. 71
n tr nguc 71

3.1.2 Gi i mn tr doanh nghip. 73
 74
3.2.1 Chng b 74
3.2.2 M tin cy 79
n vt cht h 80
3.2.4 Kh ng, m ng cc phc v 81
  sinh thc phm, x t thi bo v ng,
. 81
3.3.1 Gi  sinh thc phm 81
3.3.2 Gi x t thi bo v ng 84
3.3.3 Gi  85
3.4 Khuyn ngh 86
3.4.1 Vng dch v i sng 86
3.4.2 V  87
KT LUN 89
1. Kt lun chung 89
2. Hn ch u tip theo 89
Hn ch 89
u tip theo 90
U THAM KHO 91
u tham kho ting Vit: 91
u tham kho ting Anh: 91
n t: 92
PH LC a
Ph lc 1: Bng ting Vit a
Ph lc 2: Bng ting Anh c
Ph lc 3: Th- kh e
Ph lc 4: Thng tun)- khn f
Ph lu h
Ph l tin cy i

Ph l  o
Ph l tin c mi t
Ph l mi x
Ph li quy aa
x


DANH MỤC CÁC TỪ VIẾT TẮT
CBCNV 
CTB C
DK 
 D
GETRACO - 
OSC VT 
PSV 
SODEXO 
VSP a - Vietsovpetro

xi

DANH MỤC CÁC BẢNG BIỂU
 15
1  30
2  33
3  35
  37
 38
 39
7  40
8  40

.9  42
10  48
11  KH 49
2 . 50
3  52
4  54
  54
 55
7  57
18  57
  59
 61
xii

DANH MỤC CÁC BIỂU ĐỒ
 12
2.1  31
GETRACO 34
 36
2.4  39
DANH MỤC CÁC SƠ ĐỒ
 32
  34
 36
DANH MỤC CÁC HÌNH, HÌNH ẢNH
0.1  5
 17
 19
 21


 22
 25
 56
 72
 73
 80
1

LỜI MỞ ĐẦU
1. Tính cấp thiết của đề tài:



 
 
, 
               
nhanh.

 
chung .
H,   

 

           



 

. H nay Sodexo 
1.604 1 
1,905  USD
1
. TNam  

, 



1

2

 
.

 


   
 

, 
 


“Nâng cao chất lượng dịch vụ đời sống trên các công trình biển của
ngành dầu khí Việt Nam


 .
2. Mục đích của đề tài




tr

    


 
3



Một là:  
CTB t Nam
Hai là: 



Ba là:    

3. Đối tượng và phạm vi nghiên cứu đề tài
    CTB 

 

.

 2011- 2012
4. Phương pháp nghiên cứu
4.1 Nghiên cứu sơ bộ:
P        
  
 )
4.2 Nghiên cứu chính thức


CTB)
4

4.3 Xử lý số liệu nghiên cứuIBM SPSS Statistic 20 


5. Ý nghĩa thực tiễn

 
 C 
.
             

               

 
      

              
 


 


 .
6. Kết cấu luận văn
  l
D   

 CTB 
5

 CTB 
m
















 0.1   

6

CHƯƠNG 1: DỊCH VỤ ĐỜI SỐNG TRÊN CÁC CÔNG TRÌNH BIỂN CỦA
NGÀNH DẦU KHÍ VIỆT NAM VÀ CƠ SỞ LÝ LUẬN CỦA CHẤT LƯỢNG
DỊCH VỤ
1.1 Cơ sở lý luận của chất lượng dịch vụ
1.1.1 Tổng quan về chất lượng


 





 

1.1.2.1 













7












   

           


Theo W. E. Deming






 





8


                 t
 




1.1.2.2 





 

            
                
Methods (ph           


           

1.1.2.3 
 

 u
 n
9

 ng
 
m
 


1.1.3 Tổng quan về dịch vụ

 


1.1.3

             

Theo 


Theo 



Theo TCVN ISO 8402: 1999: 
 

10

1.1.3 
 

 
 




 
  


k
 


 
n 

                 

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 
 
n ra trong
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