GIẢI PHÁP NÂNG CAO CHẤT LƯỢNG DỊCH VỤ BẢO HÀNH CỦA CÔNG TY ĐIỆN TỬ SAMSUNG TẠI TPHCM.PDF

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oanh
60340102

/2013


trong b

3


........................................ 1
............................................................................... 1

p thi t c
1.2.M

u ...................................................................................... 2
u .................................................................................... 3
u ........................................................................... 3
ng kh

1.4.Ph

................................................................................ 3
u ....................................................................................... 3
u ......................................................................... 3

1.4.2.Th

u ............................................................................ 3
u .............................................................................. 3
c

n t Samsung ........................................................... 5

1.6.1.L ch s

................................................................................ 5
v

ng c

n t Samsung ............... 6
nc

.............................. 7

1.6.3.1.D

nc

.................................................... 7

1.6.3.2.Chi

nc

................................................. 8

1.6.4.Th c tr ng ch
ng d ch v b
nt
Samsung t i Tp.HCM ..................................................................................... 9
1.6.5.T ch c c a b ph n ........................................................................... 11
1.7.K t c u lu

.......................................................................................... 12
.................................................................................................... 12
NC
........................................................ 13
m .............................................................................................. 13
m d ch v ................................................................................ 13

2.1.2.D ch v
2.1.2.1.Nh

............................................................................. 13
m chung c a d ch v ............................................. 13


2.1.2.2.S

m ph c v
i
n l i cho
............................................................................................... 14

2.1.3.D ch v b

................................................................................. 14

2.1.3.1.B

...................................................................................... 14

2.1.3.2.D ch v b
2.2.Ch

......................................................................... 15

ng d ch v ...................................................................................... 16
................................................................................. 17
ng d ch v c a Parasuraman ................................. 17
n ch
ng ch

ng d ch v ......................................................... 18
ng d ch v .............................................................. 20

2.3.4.M r ng v
2.3.5.M t s

..................................................... 20
u v ch

ng d ch v ......................................... 21

(2009) S
d
ng
n tho i ............................................................................................ 21
2.3.5.2.
u c a Th.S Tr
u t ch t
ng d ch v
n s th
o
a th gi
ng......................................................................... 22
2.3.5.3. .

a Tr n Th
i v i d ch v b

u s th a
.... 22

u .................................................................................... 23
2.4.1.S

pc

uv
a
n t Samsung t i Tp.HCM ......................................................... 23

2.4.

3.1.Thi t k

ngh .............................................................. 24
.................................................................................................... 26
U ..................................................... 27
u ..................................................................................... 27
.......................................................................... 27

3.1.1.1.M

.................................................. 27
............................................. 27

3.1.1.3.K t qu

....................................................... 28
c ......................................................... 29
c ............................................. 31


c l p .................................................................. 31
n ph thu c.............................................................. 33
c tr ng v d ch v b
a

n t Samsung t i Tp.HCM ..................................................... 34
c) ............................. 36
3.1.4.1.M

ng ........................................... 36
....................................................................................... 36
n m u ............................................................... 37
c m u ............................................................................ 38
tin c

................. 38
......................... 39

li u ................................................... 40

m
4.2.Ki

.................................................................................................... 40
T QU
U ...................................... 41
u ................................................................................ 41
tin c

4.2.1.K t qu ki

............. 41
nh Alpha ..................................................................... 41
nh

............................................... 41

n s tin c .................................................................... 42
ns
n kh
ns

ng ............................................................... 43
p c n ..................................................... 43
ng c m ............................................................. 44
c ph c v ...................................................... 44

4.2

n ch

4.3.K t qu

ng d ch v b

................................... 45
.............................................. 46

4.3.1.K t qu EFA cho bi

c l p ............................................................ 46

4.3.2.K t qu EFA cho bi n ph thu c ....................................................... 47
4.3.3.K t lu n v

u......................................................... 48
.......................................................................... 49
................................................................ 49

4.3.4.2.K t qu

..................................................... 50
i quy tuy

............................................................... 51


pc
4.3.5.2.Ki

nh s

4.3.5.3.K t qu

............................................... 51

pc

............................................. 52

i quy ............................................................ 53

4.3.6.
ng c
c y u t : Gi

tu
h c v n, Thu nh p c
n ch
ng d ch v b
n
ph m c
n t Samsung t i Tp.HCM........................................ 54
ng c a Gi i

............................................. 54

ng c

tu i ................................................. 54

ng c

h c v n ................................. 55

ng c a thu nh p .............................................. 56
4.3.7.K t qu

.......................... 56

4.3.7.1.V

t ..................................................................... 56

4.3.7.2.V

ng .................................................................... 57

.................................................................................................... 61
T LU
N NGH ............................................................ 62
n tr .............................................................................. 62
5.1.1.V
5.1.2.V
5.1.3.V

nh

............................................... 62

n S tin c y................................................................... 65
nS

5.1.4.V

n Kh

5.1.5.V

nS

ng ................................................................. 67
p c n ..................................................... 70
ng c m ............................................................. 71

5.1.6.V

c ph c v ............................................................................ 74

5.2.K t lu

n ngh .................................................................................. 76

.................................................................................................... 79
U THAM KH O ...................................................................................... 80
................................................................................................................. 83


DANH

EFA

:

- Exploratory Factor Analysis

KMO

:

R2

: Adjusted P Square

Kaiser - Meyer - Olkin

SERQUAL :
Sig.

:
:

TQ

:

VIF

:

CSP

:

ESC
ASC
DSP

:

SP

m (Dealer Service Center)

:

TV
LCD
LED
CRT
CNTT

TT

KCN
VN
USD
GDP
CPI

(Gross Domestic Product)
ice Index)

NVVP

(Promotion Girl)


.................................................... 28
.................................................................. 41
- Th

................. 42

Alpha Alpha -

........................ 44

lpha -

................................ 44

-

....................... 45

lpha :

.................................. 43

-

7

.................................... 42

...... 45
........................................ 46

:

................................. 47
...................................................................... 48
............................................. 50
................................... 51
..................................................................... 53

...................................................................... 4
2: Log

............................................................... 5
.............................................. 17
......................................................................... 23
.................................................................... 30
.................................................................... 48


SPSS
SPSS
Alpha

SPSS - Independent samples test, ANOVA


1

:
1.1.

ba

doanh


2

(Tp.HCM)

. HCM).

n

1.2.
nh nh ng y u t

n ch

ng d ch v b

a

n t Samsung t i Tp.HCM.
Ki

c tr ng s

d ch v b

ng

n t Samsung t i Tp.HCM

ra m t s gi
i Tp.HCM.

ng d ch v b

iv i


3

1.3.
1.3.1.
u c a lu
d ch v b

ut

n ch t

ng

n t Samsung t i Tp.HCM.

1.3.2.
ng kh
d ch v b
l

c

a lu

h

s d ng

n t Samsung trong kho ng th

2013).

K

1.4.
1.4.1.

1.4.2.
,

2013).

1.5.


4

Ngh

c
t

SPSS 20:
-

Samsung

M


5

.
00

thu

.

20.0

1.6.
1.6.1.

1.2 Logo c a t
T

Samsung (ti

n t Samsung
:

; Hanja:

ti ng Vi t:

t: Tam Tinh;
t trong nh ng t

i l n nh t
1953. T

;

c. Samsung

Samsung
gi

t

nt ,
ng nh

c tr i, d t v i,

sau s c i t l i c a s kh ng ho ng


6

Suwon

cg

Samsung".
Samsung

n t Samsung

m t b ph n l n nh t c a T

Samsung

t l n nh t th gi
ho

1969
t trong nh

n

p t i Daegu

n t Samsung

ng t i ch

nt

Samsung

t nh t th gi i v i v n th
n 100 t USD.

Sau 17

t t i Vi t Nam (1996-201

s n xu
Qu c L

nt

n t

i 938

ng Linh Trung, Qu n Th

c, Tp. H

c

h

ms n

xu

nt

c trong

nhi

u v doanh s

c a

n tho

1.6.2.
nc a
it

i m

n t Samsung t i

, s n ph

oc
ph

t ng v

ng v i

n xu

nt

i s n ph
n so v i th

p. S

song v i cu c kh ng ho

-1998. Khi k ni m 10
ts

kho ng 330 tri

n ra song

mv

ng 1,5 tri u s n ph m m
ng ch

ng, d

u v TV,

s 2v

n tho i di

ng.
n xu
V i l i th

,

LCD.
n t Samsung nhanh
n

ph m CNTT-

ng nh


7

TV LCD Bordeaux v i thi t k
tk

ic

i gia l

t

u. Nhi
ngh m
(SmartTV)

-r
gia d ng

gi i thi
ph

t cu c s
s

ng thi t k s n ph m c a

n t Samsung, c m nh n c
kh

n

tv

is d

i dung (Ngu n:

uv i
n t Samsung Vi t

Nam)
1.6.3.
1.6.3.1.

III, 2013

s
Samsung,

nh

8

, song

a

1.6.3.2.

m


9

1.6.4.
Tp.HCM

Samsung

Samsung

sa

Samsung


10

8 CSP (Customer Service Plaza)

24 ESC (Exclusive Service Center)

.
68 ASC (Authorized Service Center)

16 SP (Service Point)

Samsung.
2 DSC (Dealer Service Center)

Samsung, 2012)

Samsung.

.
Samsung


11

Samsung (Samsung Smartcare)
Smart Hot Line - 1800-588-855:

Samsung.
1.6.5.

Samsung chia Call Center
line and Happy Call line.
VIP Line - 1800-588-855:

Side by

Normal Line:

Happy Call Line:

Song song Call Center

Normal Line, VIP


12

Smart Home Demo:
46 inches
HCM
Smart Home Repair:
HCM
Smart Phone Care:

.

1.7.

:

:K

T

1
t

vi

s

nc

m
v b

c d n nh

m t t, nh
a

c

u b ng
n t Samsung, s l n

m h n ch c a ch

ng d ch

n t Samsung, d
uc

Tp.HCM. T

nt
ng 1, li

uc
c c c a c n thi

n sau


13

2:

NC

2.1.
2.1.1.
D ch v trong kinh t h

c hi

ng th

t ch t
n

ch v

mang l i nh

D ch v

t qu

i cung c
ng c

i cung c

ng nhu c

2.1.2.
D ch v

t h th

h tr

u n i, t

t

s

ng bao g
x

n khi khi u n i

thi

u n i, s d
ch v

p s n ph m hay d ch v .
Nh

2.1.2.1. Nh

nc

n c a d ch v

m chung c a d ch v

th ng

cc i


14

2.1.2.2. S

m ph c v

h

i

nl

.
ng

2.1.3.
2.1.3.1. B
B

n, h
n xu t ph i s a ch a ho c b
n xu t trong th i h n b

n vi

n ph m

ng cho b t k
n d ch