{"id":24836,"date":"2023-07-20T09:18:37","date_gmt":"2023-07-20T09:18:37","guid":{"rendered":"https:\/\/ungdung.hotronghiencuu.com\/open\/?p=24836"},"modified":"2023-07-20T16:18:37","modified_gmt":"2023-07-20T09:18:37","slug":"mo-hinh-servqual","status":"publish","type":"post","link":"https:\/\/ungdung.hotronghiencuu.com\/open\/mo-hinh-servqual","title":{"rendered":"M\u00f4 h\u00ecnh Servqual"},"content":{"rendered":"<div class=\"flex flex-grow flex-col gap-3\">\n<div class=\"min-h-[20px] flex flex-col items-start gap-4 whitespace-pre-wrap break-words\">\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<p><strong>M\u00f4 h\u00ecnh Servqual<\/strong> l\u00e0 m\u1ed9t m\u00f4 h\u00ecnh \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Parasuraman, Zeithaml v\u00e0 Berry v\u00e0o nh\u1eefng n\u0103m 1980 \u0111\u1ec3 \u0111o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. M\u00f4 h\u00ecnh n\u00e0y t\u1eadp trung v\u00e0o c\u00e1c y\u1ebfu t\u1ed1 kh\u00f4ng gian-gi\u00e1 tr\u1ecb c\u1ee7a d\u1ecbch v\u1ee5, \u0111o l\u01b0\u1eddng s\u1ef1 ch\u00eanh l\u1ec7ch gi\u1eefa k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kinh nghi\u1ec7m th\u1ef1c t\u1ebf c\u1ee7a h\u1ecd.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_40 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" area-label=\"ez-toc-toggle-icon-1\"><label for=\"item-6ad071112990d\" aria-label=\"Table of Content\"><span style=\"display: flex;align-items: center;width: 35px;height: 30px;justify-content: center;direction:ltr;\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/label><input  type=\"checkbox\" id=\"item-6ad071112990d\"><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/ungdung.hotronghiencuu.com\/open\/mo-hinh-servqual\/#Cac_thanh_phan_cua_mo_hinh_Servqual\" title=\"C\u00e1c th\u00e0nh ph\u1ea7n c\u1ee7a m\u00f4 h\u00ecnh Servqual\">C\u00e1c th\u00e0nh ph\u1ea7n c\u1ee7a m\u00f4 h\u00ecnh Servqual<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/ungdung.hotronghiencuu.com\/open\/mo-hinh-servqual\/#Mot_so_ung_dung_cu_the_cua_mo_hinh_Servqual_trong_thuc_te\" title=\"M\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng c\u1ee5 th\u1ec3 c\u1ee7a m\u00f4 h\u00ecnh Servqual trong th\u1ef1c t\u1ebf\">M\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng c\u1ee5 th\u1ec3 c\u1ee7a m\u00f4 h\u00ecnh Servqual trong th\u1ef1c t\u1ebf<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Cac_thanh_phan_cua_mo_hinh_Servqual\"><\/span>C\u00e1c th\u00e0nh ph\u1ea7n c\u1ee7a m\u00f4 h\u00ecnh Servqual<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>M\u00f4 h\u00ecnh Servqual s\u1eed d\u1ee5ng m\u1ed9t b\u1ea3ng \u0111\u00e1nh gi\u00e1 g\u1ed3m 22 c\u00e2u h\u1ecfi \u0111\u01b0\u1ee3c chia th\u00e0nh 5 k\u00edch th\u01b0\u1edbc ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5:<\/p>\n<ol>\n<li>\u0110\u00e1ng tin c\u1eady (Reliability): S\u1ef1 kh\u1ea3 n\u0103ng c\u1ee7a nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u00e1ng tin c\u1eady, \u0111\u00fang h\u1eb9n v\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u1ea7y \u0111\u1ee7 c\u00e1c cam k\u1ebft \u0111\u00e3 \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n.<\/li>\n<li>S\u1ef1 h\u1ed7 tr\u1ee3 (Responsiveness): S\u1ef1 nhanh ch\u00f3ng v\u00e0 chuy\u00ean nghi\u1ec7p trong vi\u1ec7c \u0111\u00e1p \u1ee9ng v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c y\u00eau c\u1ea7u, khi\u1ebfu n\u1ea1i ho\u1eb7c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li>Ki\u1ebfn th\u1ee9c v\u00e0 s\u1ef1 hi\u1ec3u bi\u1ebft (Assurance): S\u1ef1 \u0111\u00e1p \u1ee9ng c\u1ee7a nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5, ki\u1ebfn th\u1ee9c chuy\u00ean m\u00f4n v\u00e0 kh\u1ea3 n\u0103ng gi\u1ea3i th\u00edch, cung c\u1ea5p th\u00f4ng tin v\u00e0 t\u1ea1o s\u1ef1 tin t\u01b0\u1edfng cho kh\u00e1ch h\u00e0ng.<\/li>\n<li>\u0110\u1ed3ng l\u00f2ng (Empathy): S\u1ef1 quan t\u00e2m, t\u1eadn t\u00e2m v\u00e0 kh\u1ea3 n\u0103ng hi\u1ec3u v\u00e0 \u0111\u1ed3ng c\u1ea3m v\u1edbi nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 t\u00e2m tr\u1ea1ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li>D\u1ec5 ti\u1ebfp c\u1eadn (Tangibles): C\u00e1c y\u1ebfu t\u1ed1 v\u1eadt l\u00fd nh\u01b0 h\u00ecnh \u1ea3nh, trang thi\u1ebft b\u1ecb, kh\u00f4ng gian v\u00e0 m\u00f4i tr\u01b0\u1eddng trong vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5.<\/li>\n<\/ol>\n<p>M\u00f4 h\u00ecnh Servqual \u0111o l\u01b0\u1eddng s\u1ef1 ch\u00eanh l\u1ec7ch gi\u1eefa k\u1ef3 v\u1ecdng v\u00e0 hi\u1ec7u n\u0103ng th\u1ef1c t\u1ebf tr\u00ean m\u1ed7i k\u00edch th\u01b0\u1edbc ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. S\u1ef1 ch\u00eanh l\u1ec7ch n\u00e0y \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c y\u1ebfu t\u1ed1 c\u1ea7n c\u1ea3i thi\u1ec7n \u0111\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>M\u00f4 h\u00ecnh Servqual \u0111\u00e3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng r\u1ed9ng r\u00e3i trong nhi\u1ec1u ng\u00e0nh c\u00f4ng nghi\u1ec7p \u0111\u1ec3 \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 cung c\u1ea5p h\u01b0\u1edbng d\u1eabn cho c\u1ea3i ti\u1ebfn v\u00e0 qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng. N\u00f3 gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m d\u1ef1ng bi\u1ec3u \u0111\u1ed3 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n. Ngo\u00e0i ra, m\u00f4 h\u00ecnh Servqual c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng trong vi\u1ec7c so s\u00e1nh ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 gi\u1eefa c\u00e1c t\u1ed5 ch\u1ee9c c\u00f9ng ng\u00e0nh, t\u1eeb \u0111\u00f3 x\u00e1c \u0111\u1ecbnh v\u1ecb tr\u00ed c\u1ea1nh tranh c\u1ee7a m\u1ed7i t\u1ed5 ch\u1ee9c.<\/p>\n<div class=\"flex flex-grow flex-col gap-3\">\n<div class=\"min-h-[20px] flex flex-col items-start gap-4 whitespace-pre-wrap break-words\">\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<h2><span class=\"ez-toc-section\" id=\"Mot_so_ung_dung_cu_the_cua_mo_hinh_Servqual_trong_thuc_te\"><\/span>M\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng c\u1ee5 th\u1ec3 c\u1ee7a m\u00f4 h\u00ecnh Servqual trong th\u1ef1c t\u1ebf<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ol>\n<li>Nghi\u00ean c\u1ee9u \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5: C\u00e1c t\u1ed5 ch\u1ee9c s\u1eed d\u1ee5ng m\u00f4 h\u00ecnh Servqual \u0111\u1ec3 ti\u1ebfn h\u00e0nh kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u00e0 \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. C\u00e1c th\u00f4ng tin thu \u0111\u01b0\u1ee3c t\u1eeb kh\u1ea3o s\u00e1t n\u00e0y gi\u00fap t\u1ed5 ch\u1ee9c hi\u1ec3u \u0111\u01b0\u1ee3c s\u1ef1 ch\u00eanh l\u1ec7ch gi\u1eefa k\u1ef3 v\u1ecdng v\u00e0 hi\u1ec7u n\u0103ng th\u1ef1c t\u1ebf tr\u00ean t\u1eebng k\u00edch th\u01b0\u1edbc ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ea7n c\u1ea3i thi\u1ec7n.<\/li>\n<li>Qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5: M\u00f4 h\u00ecnh Servqual cung c\u1ea5p m\u1ed9t khung nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 gi\u00fap t\u1ed5 ch\u1ee9c t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c v\u00e0 ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n l\u00fd nh\u1eb1m c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. C\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o vi\u1ec7c n\u00e2ng cao \u0111\u1ed9 tin c\u1eady c\u1ee7a d\u1ecbch v\u1ee5, c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng ph\u1ea3n h\u1ed3i v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean \u0111\u1ec3 n\u00e2ng cao ki\u1ebfn th\u1ee9c v\u00e0 s\u1ef1 \u0111\u1ed3ng c\u1ea3m, v\u00e0 t\u1ea1o ra m\u00f4i tr\u01b0\u1eddng d\u1ecbch v\u1ee5 th\u00e2n thi\u1ec7n v\u00e0 d\u1ec5 ti\u1ebfp c\u1eadn.<\/li>\n<li>Chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5: M\u00f4 h\u00ecnh Servqual cung c\u1ea5p th\u00f4ng tin quan tr\u1ecdng v\u1ec1 k\u1ef3 v\u1ecdng v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi d\u1ecbch v\u1ee5. T\u1eeb \u0111\u00f3, t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng th\u00f4ng tin n\u00e0y \u0111\u1ec3 ph\u00e1t tri\u1ec3n v\u00e0 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, t\u1ea1o ra nh\u1eefng gi\u00e1 tr\u1ecb \u0111\u00e1ng ch\u00fa \u00fd \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng c\u01b0\u1eddng s\u1ef1 c\u1ea1nh tranh.<\/li>\n<\/ol>\n<p>M\u00f4 h\u00ecnh Servqual \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t c\u00f4ng c\u1ee5 quan tr\u1ecdng trong l\u0129nh v\u1ef1c qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o s\u1ef1 ch\u00eanh l\u1ec7ch gi\u1eefa k\u1ef3 v\u1ecdng v\u00e0 hi\u1ec7u n\u0103ng th\u1ef1c t\u1ebf, m\u00f4 h\u00ecnh n\u00e0y gi\u00fap t\u1ed5 ch\u1ee9c c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>M\u00f4 h\u00ecnh Servqual l\u00e0 m\u1ed9t m\u00f4 h\u00ecnh \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Parasuraman, Zeithaml v\u00e0 Berry v\u00e0o nh\u1eefng n\u0103m 1980 \u0111\u1ec3 \u0111o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng&#8230; <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-24836","post","type-post","status-publish","format-standard","hentry","category-kham-pha"],"_links":{"self":[{"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/posts\/24836","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/comments?post=24836"}],"version-history":[{"count":2,"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/posts\/24836\/revisions"}],"predecessor-version":[{"id":24838,"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/posts\/24836\/revisions\/24838"}],"wp:attachment":[{"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/media?parent=24836"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/categories?post=24836"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ungdung.hotronghiencuu.com\/open\/wp-json\/wp\/v2\/tags?post=24836"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}