KHOA HOC - CONG NGHE Tap chi GTVT 3/2014
Mo hinh danh gia chat Irfrfng dich vu logistics REPERIMP phu hrfp vdi thtfc te Viet Nam
TS. HO THI THU HOA
Trudng Dgi hgc GTVT TP. HCM
Tom tat: Xu thi cgnh tranh ngay cing gia tang trong linh vtfc djch vg logistics giffa cic cdng ty n^l dja cdng nhu giffa cic cdng ty trong vi ngoai nude dat ra yeu cau cip thiit tim ra nhffng giai phip hffu hliu nham cai thign chit lugng djch vg died thi ting ning Itfc cgnh tranh cua cic cdng ty logistics n^i dja trudc lan sdng gia tang ngay cing xuit hlin cua cic cdng ty logistics qude ti hing dau thi gidi tgi Vigt Nam, dac bISt trong bdi canh khi nhffng rio can da dugc dd bo din cho cic cdng ty nude ngoii trong Ig trinh thtfc hlin nhffng cam kit WTO eua chinh phu VIgt Nam. Xuit phit tffmuc dich dd, vigc sii dgng md hinh dinh gli chit lugng djch vg phu hgp vdi thtfc ti Vigt Nam cd y nghTa vd cung quan trgng ddi vdi edng tic td chffc, thtfc hl$n va xiy dtfng chiin luge phit trien logistics dil hgn.
Abstract: The increasing trend of competitive- ness in the logistics service sector among local companies as well as between local and interna- tional companies requires effective solutons to Im- proving service quality of Vietnam logistics companies in order to increase competitive compe- tence for local logistics companies. Specifically, by 2014, 100% foreign - Invested foreign enterprises will be allowed to operate In the field of logistics In Vietnam under WTO commitments. If Vietnamese lo- gistics companies are to compete effectively with these international companies, they need to find out what are their strengths and weaknesses as well as where are their position in market place, and then they can select the appropriate competitive strate- gies. Therefore, the application of a suitable con- ceptual model for the evaluation of logistics service quality Is required.
Tii khoa: Chat lugng djch vg, logistics, SERVPERF, SERVQUAL, ROPMIS, REPERIMP
1. Gidi thieu chung
T h i gidi dang "dan nho lai' va thj trudng toan d u
"dang Idn dan len", hpp tac va kinh doanh qud'c t l dang trd thanh nhOng ehu d l chinh trong qua trinh toan d u hda. Trong thdi dai todn d u hda, n i n kinh t l cua cdc qud'c gia ddng trudc sU canh tranh gay gat va ddi hdi phai ed nhdng thay ddi cho phu hpp vdi xu the' cua thdi dai n l u mudn tdn tai vd phat triln. Cac n i n kinh t l , cae tap doan da qud'c gia eung nhu cac doanh nghiep trong t h i gidi phang ngay nay khdng
ehi canh tranh bang tilm luc tai chinh, ngudn nhan lue, ed sd vat ehlt ky thuat hay cdng nghe ma cdn canh tranh bang each thdc dUa san phim tU ndi sdn xua't d i n ngudi tieu dung. Do dd, chudi djch vu logis- tics da va dang trd thanh mot edng cu canh tranh hOu hieu cua cac doanh nghiep va cae tap doan Idn. Viec lua ehpn cac ddi tae trong chudi djch vu logistics dupc cac doanh nghiep dat len hang d i u , va chudi djch vu logistics hieu qua hay khdng da trd thanh mot yeu td canh tranh then chdt giOa cac doanh nghiep va quyet djnh thai dp cua ngudi tieu dung ddi vdi mot sdn pham hay djch vu. Dd cung chinh id ly do v i n de cai thien chat lupng chudi djch vu logistics ngay cang dupc d l cap den nhieu hdn trong eae eupc hpi thao, diln dan tim kiem ed hpi kinh doanh, d i u tu va phat triln d ea hai elp dp vi mo va vT mo khdng ehi d Viet Nam ma cdn tren pham vi toan e l u .
Trong bdi ednh hien nay, viee tim ra mo hinh danh gia ehlt lupng djch vu logistics phu hpp vdi thuc te eua Viet Nam la cong viec ed y nghTa v6 eung quan trpng khdng chT ed gia trj vdi cac nha quan ly, hoach djnh chfnh sach eho nganh ma cdn hOu feh eho cac nha quan trj doanh nghiep kinh doanh va sd dung djch vu logistics.
2. Chat lUdng djch vu logistics Viet Nam theo danh gia cua World Bank
TO thap nien 90 (gan 3 thap ky qua), finh vpc lo- gistics Viet Nam da khdng ngdng phat triln va mang lai nhieu thanh edng va ddi thay ed gia trj ddng gdp tfeh cue vao sp phat trien chung cua n i n kinh te Viet Nam. Thu todng Nguyin T i n Dijng eung danh gia r i t cao vai trd cua logistics Viet Nam qua quyet djnh QD 175QD-TTg(27/1 /2011) "Chien lUdc tdng the phat trien khu VUe dich vu cua Viet Nam den nam 2020' [9] vdi djnh hodng:
- "Logistics la yeu td then chdt thuc day phat then san xuat he thdng phan phdi cac nganh dich vu khac va luu thdng hing hda trong nude vi xuat nhap khau".
- "Hinh thinh dich vu tron gdi 3PL (integrated 3PL);
phat then logistics dien td (e-iogisties) eung vdi thdOng mai dien td vi quan tri chudi cung dng hieu qua vi than thien".
- "Td'c do tang trddng thi trddng logistics dat 20 - 25% nam. TI le thue ngoai logistics (outsourcing logis- tics) den nim 2020 li 40%".
Tdng quan v l hoat dpng logistics Viet Nam cd t h i dope tdm tat qua Bang 1 sau day:
u
KHOA HOC - CONG NGHEBang 1. Tong quan ve ITnh vtfc djch vg logistics Vigt Nam
Chi 50 Janh gia Hgp 66nq logistics (conlraci logistics}
Mifc do tang tri/6nq (trung binh)
S6' laong c6ng ty iogistics
Till ptiSn ciia cSc c6ng ty iogistics Viet Nam
Thj p h i n ctja c^c c6ng ly iogistis nijdc ngoSi {vi du APL, lulitsui OSK, Maersk Logistics, NYK Logistics, DHL, TNT. •)
Gia Irl/phan trim 4%
20% (2007. USD 30 billion) 2007' 800 - 900
2012; trSn 1000 (nSng TP H6 Chi Minh- chilm 40% tren tdng s6') 20 - 30% thi p h i n c i a toSn thi trudng (theo tdng doanh thu)
70 - 80% thi phSn ciJa t o i n thi trudng (theo tdng doanh thu)
Ngudn: Nomura Research Institute: Viet Nam Lo- gistics Development, Trade Facilitation & the impact on Poverty Reduction. Japan
Mac du cd tdc dp phat trien cao (trung binh 20%), nhOng chat lUdng djch vu logistics Viet Nam chUa thUe SU phat trien tUPng xdng. Bao cao cua Ngan hang the gidi (WB) "Connecting Compete: Trade Logistics in the Global Economy xep hang chi sd thOc hien djch vu logistics d Viet Nam LPI (logistics performance index) d vj tri 53/155 qude gia dUa tren he thdng 6 tieu ctif danh gia (hai quan, cd sd ha ting, van tai quoc t l , nang lue, kha nang k i t ndi thong tin, thdi gian). Sau 3 eupc khdo sat danh gia chit lUpng djch vu logistics cua 155 qude gia tren toan t h i gidi (trong cae nam 2007, 2010 va 2012), Viet Nam v i n giO vj trf 53 (LPI) du ft nhllu ed su thay ddi d mot sd chi sd thanh phin (Bing 2) nhung ehua tao dupe sp thay ddi d vj tri xep hang tdng edng.
Trong tUPng quan so sanh vdi mot sd qude gia trong khu vUc va tren the gidi thi sU thay ddi ve ket qua thpc hien djch vu logistics eua Viet Nam chUa thue sp kha quan (Bing 3).
Can ed Bing 3, cd the thly rang ed nhOng chi sd ed dau hieu giam nghiem trpng (vf du: Chi sd hdi quan glim td 37 (2007) xudng chi cdn d vj tri 63 (nam 2012) Bang 3. Chi sd LPI & cic chi sd thinh phan dinh (2007, 2010 va 2012)
du chfnh phu va ngdnh Hai quan da cd rat nhiiu n6 Ipc nham cai thien quy trinh thpc hien thd tuc khai bao hai quan thong qua Ung dung cdng nghe thong tin (phin mIm E-cus, hdi quan dien td), ehi sd nang li^c giam to vj trf 56 (2007) xudng vj trf 82 (nam 2012) the hien mot sp suy giam v l nang Ipc cua nha cung cap djch vu logistics. Sp sdt giam mot sd chi sd danh gia djch vu logistics cua Viet Nam theo danh gia eua WB eho tha'y tdng t h i c h i t lupng djch vu logistics chUa dUde cai thien, do dd se la mot thdeh thdc Idn cho cac doanh nghiep logistics Viat Nam trong bdi canh c^nh tranh ngay cang gay gat trong nganh glOa cac cong ty npi dja va cdng ty node ngoai hien tai eung nhu vdi cac edng ty node ngoai dang ehuin bj gia nhSp thi trudng logistics Viet Nam khi rao can 100 % vdn na6c ngoai dupe md ra trong nam 2014 theo earn ket cua Viet Nam trong Id trinh gia nhap WTO.
Bang 2. Chi sd LPI & cic chi sd thanh phin danh gli chit lugng djch vg logistics Viet Nam (2007,2010 vi2012)
Cac chi so danh gia
LPI (logistics performance Indicators)
H^i quan (Customs) Co sd ha tang (Infrastructure) Van t i i qude t§' (International shipments)
Nanq li/o (Logistics competence) Kha nSng kS't ndi thong tin (Traokinq & tracing) Thdi gian (Timeliness)
Nam 2007 53 37 60 47
56 53 65
Nam 2010 53 53 66 58
51 55 76
Nam 2012 53 63 72 39
82 47 38 Ngudn: World Bank (2007, 2010 & 2012):"Connect- ing to compete: Trade logistics in the global"
gia chit iUtfng djch vg logistics ciia mgt sd qude gia
Quoc gia
Indonesia
Hdng K6ng Malaysia
Singapore Vl«t Nam
Han Quoc
Trung Qude
Nhat Ban Ddc
LPI
43 (75) 59
( 1 3 ) 2 27 (29) 29
1 ( 2 ) 1 53 (S3) 5 3
25 (23) 21
3 0 (27) 2 6
6 ( 7 ) 8 3 ( 1 ) 4
Customs
44 (72) 75
( 8 ) 3 23 (36) 29
3 ( 2 ) 1 37 (53) 6 3
2 8 (26) 23
35 (32) 3 0
11 (10) 11 4 ( 3 ) 6
Infrastructure
45 (69) 85
( 1 3 ) 7 2 8 (28) 27
2 ( 4 ) 2 60 (66) 7 2
25 (23) 22
3 0 (27) 2 6
6 ( 5 ) 9 3 ( 1 ) 1
International shipment 44 (80) 5 7
( 6 ) 1 2 6 ( 1 3 ) 2 6
2 ( 1 ) 2 47 (58) 3 9
2 4 ( 1 5 ) 12
2 8 (27) 23
9 ( 1 2 ) 14 4 ( 9 ) 1 1
C o m p e t e n c e
5 0 (92) 62
( 1 4 ) 5 2 6 ( 3 1 ) 3 0
2 ( 6 ) 6 5 6 ( 5 1 ) 8 2
2 2 (23) 22
2 7 (29) 2 8
5 ( 7 ) 9 3 ( 4 ) 4
Track
&trace 3 3 (80) 5 2 ( 1 7 ) 5 2 8 (41) 2 8
1 ( 6 ) 6 53 (55) 47 25 (23) 2 2 31 (30) 31 7 ( 8 ) 9 5 (4)7
Time
5 8 (69) 42
(26)4 2 6 (37) 2 8
1 (14) 1 65(76}
38 3 0 (28) 21 3 6 (36) 3 0 6 (13) 6 8 ( 3 ) r Nguon: World Bank (2007. 2010 & 2012):"Conneeting to compete: Trade logistics in the global"
Chu thich: O mdi chi sd dinh gii, kit qua ciia 3 nam dUdc cung cap (vi du: Viet Nam - chi sd hai quan 37(53) 63 cd nghTa la 37 (2007), 53 (2010), vi 63 (2012)
KHOA HOC - CONG NGHE Tap Chi GTVT 3/2014
Be gia tang nang Ipc canh tranh thi c i n thiet phai cd danh gia thpc trgng dich vu logistics cung cap, tuy nhien v l phia cac cong ty logistics Viet Nam, h i u nhu mdi cdng ty hoac khong danh gia hoac neu ed danh gia chat lupng djch vu logistics thi eung d i u dpa theo cac ehl sd rieng do cdng ty lap ra.
NhOng thach thUe ndi tren va thUe te tu danh gia ehlt lupng djch vu logistics cua eae cong ty dat ra mot yeu e l u v6 cdng cap bach la lam sao xay dung dupe mot md hinh danh gia chat lupng djch vu logistics ehuan hda theo cac chi sd chung cua qude te eung nhu dua tren tinh hinh thpc te cua Viet Nam.
3. Cdc mo hinh phd bien dUdc sd dung de danh gia chat lUdng djch vu
3.1. Md hinh PZB vi SERVQUAL
Mot trong nhOng mo hinh dope sd dung phd bien nham danh gia chit lopng djch vu la mo hinh PZB do Parasuraman va edng sp gidi thieu vao nam 1985 [1].
Md hinh PZB [5,6,7] sd dung bp thang do SERVQUAL nham do lodng sp cam nhan ve djch vu thong qua nam thanh phin chat lopng djch vu:
+ PhUdng tien hijfu hinh (tangibles): The hien qua eae trang thiet bj, giao tiep, each thdc the hien eua nhan vien.
+ Si/tin cay (reliability): T h i hien kha nang thpc hien djch vu da cam ket mot each chfnh xac.
+ Sgf dap Ung (responsiveness): T h i hien sp s i n Idng hd trp khach hang va cung cap djch vu nhanh chdng.
+ Sii bao dam (assurance): T h i hien kien thOe chuyen mon vd thai dp phuc vu mang lai nilm tin cho khach hang.
+ Sii chia si, dm thong (empathy): T h i hien sp cham sdc, quan tam den khach hang.
Theo md hinh SERVQUAL [4], chit lUpng djch vu dupe xac djnh nhu sau:
Chat lUdng dich vu = Mdc do cam nhan - Gii tri ky vong Nhu vay, n l u sd dung md hinh SERVQUAL thi khi danh gia se phOe tap vi c i n t i l n hanh hai bude ddnh gia song song d l do ludng "Mde dp edm nhan" va
"Gia trj ky vpng" eua khach hang. Dae biet, viec do ludng "Gia trj ky vpng" doi khi rat khd thuc hien va vi t h i k i t qua thu dupc ddi khi khdng chinh xac, thilu dp tin cay khi ngudi trd ldi khdng xac djnh cu t h i sU ky vpng cda minh ddi vdi cdc djch vu logistics dupe eung cap. Trong thue te, thu thap dd lieu cho tha'y, phan ddng ngUdi tra ldi dua ra sU ky vpng rat cao ma khdng xet d i n sU tUdng thich giOa gia thanh thUc hien djch vu va ky vpng ddi vdi djch vu (vi dp: gia djch vu thip, nhung lai ky vpng cao).
3.2. Md hinh SERVPERF
Cronin va Taylor (1992) vdi md hinh SERVPERF, cho rang mOc dp edm nhan cua khach hang ddi vdi sp thue hien djch vu eua doanh nghiep phan dnh tdt nhat ehlt lupng dich vu [4]. Theo md hinh SERVPERF thi:
Chat Iddng dich vu = Mde do cam nhan.
Md hinh nay eung sd dung nam thanh phan chit lupng dich vu nhu trong md hinh SERVQUAL d l danh gia mUe dp cam nhan, bd qua "Gia trj ky vpng". Tuy nhien, md hinh SERVPERF chua d l cap d i n khia canh hinh anh doanh nghiep trudc cong chOng ngay cang ed y nghTa quan trpng ddi vdi cdc doanh nghiep khi so canh tranh ddi khi khdng ehl la sdn pham hay dich vu cung d p ma cdn Id sp t h i hien traeh nhiem
xa hpi eua doanh nghiep (san pham cua cong ty Vedan la mot vi dp dien hinh, khi ngudi tieu dung tU chdi sd dung san pham eua Cdng ty nay khong phai vi ehlt lupng kem ma vi hp danh gia thap kha nang bao ve moi trudng cua Cong ty).
3.3. Md hinh Kano [1]
Mo hinh Kano (1984) danh gia chit lupng djch vu dpa tren sp phan loai cac dac tinh cua djch vu theo ba nhdm nhu sau (Hinh 1).
+ Nhdm dac tinh cd bdn (Basic, B): Khdng tao ra sU hai long, nhung neu thieu thi se gay ra sp khong hai Idng eua khach hang sd dung djch vu, vi dp nhu cd sd vat chat ky thuat.
+ Nhdm dac tinh mot c h i l u (One dimensional, O): Tao ra sU hai long, va n l u thieu thi se gay ra sU khong hai long eua khach hang sd dung djch vu, vi du nhu kha nang thue hien cap djch vu logistics, sp da dang cua eae san pham djch vu dupe cung cap.
+ Nhdm dac tinh kich thich (Excitement, E): Tao ra SU hai Idng, nhOng neu thilu thi se khdng tao ra so khdng hai long cua khach hang sd dung dich vu, vi dp nhu sU Cham sdc khach hang.
Mo hinh nay dUa ra 3 nhdm dac tfnh kha chung chung, va chUa cd sp ket ndi chat che vdi viee danh gia chit iPpng dich vu trong ITnh vpc logistics.
Hinh 1: Md hinh dinh gli chit lugng djch vu Ngudn: Franeeschini, R., 2000. Quality evaluation in
Nlidm dac tmh
Nhdm dac tinh CO ban (Basic.
B)
mot chieu (One dimensional.
O)
Danh gia chat lupng
dich vu
Nhdm dac tinh kich tliicli (Excitement.
E)
logistic services
3.4. Md hinh ROPMIS
Mo hinh ROPMIS [8] danh gia chit lupng djch vu trong van tai biln dpa tren 6 nhdm y l u td sau (Hinh 2):
+ Ngudn Ipc (Resources) + Ket qud (Outcomes) + Quy trinh (process) + Quan ly (management) + Hinh anh edng ty (image)
+ Trach nhiem xa hpi (social responsibility) ROPMIS la mot trong nhOng md hinh d l cap trpe tiep den viee danh gia chit lUpng djch vu trong van tai biln, va cac thanh phin danh gia dupc sd dung trong md hinh kha phu hpp vdi thpc te tai Viet Nam, tuy nhien ehua d l cap d i n viec danh gid dpc tren mde dp cam nhan hay gia trj ky vpng.
4. Mo hinh d l xuat REPERIMP
Md hinh REPERIMP dUpe thilt lap dpa tren sp k i t hpp glOa SERVPERF & ROPMIS cd d i l u chinh (Hinh 2).
KHOA HOC - CONG NGHE
Chat lircmg dich
vu logistics =
Mire dp /im nha '
Ket qua tliuc liien
Hinlianli tmoc cong
chiine
Hinh 2: Md hinh dinh gii chat lUdng djch vu logistics REPERIMP (dugc di xuit bdi tic gia)
Cu the nhu sau:
- Dieu chinh mo hinh ROPMIS, dUa "Traeh nhiem xa hpi" vao cung 1 mue vdi "Hinh anh edng ty"), k i t qua (outcomes) chuyin thanh hieu q u i thpc hien (performance). TO dd, hinh thanh mo hinh REPER- IMP (RE-resources, PER - performance, 1-lmage, M- management, P-proeess) cho phu hpp vdi thpc te tai Viet Nam, khi sU nhan dien v l trach nhiem xa hpi cua doanh nghiep cdn chua phd bien, thay vao dd eae doanh nghiep lgi r i t chu y va nd lUe xay dung hinh anh mot doanh nghiep tdt, phat triln b i n vOng trudc khach hang va cae ddi tae. Nhu vay, cu t h i md hinh d l xua't REPERIMP bao gdm cae y l u to' dupc sd dung khi danh gia chat lupng djch vu lo- gistics nhu sau:
+ Ngudn lue (REsourees)
+ K i t qua thpc hien (PERformance) -I- Hinh anh trude edng chung (public Image) + Quan ly (Management)
+ Quy trinh (Process)
- Sd dung mo hinh SERVPERF khi danh gid ehlt lupng djch vu thdng qua do ludng mdc dp cam nhan:
Chat iuang dich vu = Mde do cim nhan (SERVPERF).
Uu dilm eua md hinh REPERIMP khi ap dung cho eae doanh nghiep logistics Viet Nam la gidp cho cdng tac danh gia chit lupng djch vu logistics chinh xac hdn khi can cO vao nhOng tieu chi tdng hpp danh gia chit lupng cu the ket hpp giUa ldi ich doanh nghiep va Ipi ich cua xa hpi:
+ Danh gia ngudn Ipc nhu nhan Ipc, tai chinh, phUdng tien sO dung (resources)
+ Danh gia cac chi tieu ve thdi gian, ehi phf, sp linh hoat, dp tin cay (performance)
+ Chu y d i n sp phat triln dn djnh khi kinh doanh eae djch vu logistics, chang han doanh nghiep sd dung phUdng thOe van tai ft gay 6 nhilm mdi trudng nhu dudng sat, dudng thuy (trach nhiem cua doanh nghiep vdi nganh nghe kinh doanh va xa hpi, public image), day eung la mang ft dupe cae doanh nghiep Viet Nam etiu y do dd viec khuyin khfch ap dung each danh gia ve hinh anh cua doanh nghiep se giup cac
doanh nghiep can trpng va ed y thOe hdn khi quyet djnh phOdng an kinh doanh djch vu logistics nham can bang hai hda giOa Ipi feh eua doanh nghiep va xa h6i.
+ Danh gia each thdc quan ly & quy trinh thpc hien djch vu ed hudng tdi sU tieu ehuan hda, gidm bdttliu tuc rudm ra hay khdng (mamagement, process). Day eung la mang ma cac doanh nghiep Viet Nam ft chu y tdi du ddy cung la mot trong nhOng nguyen nhan cij t h i lam giam chit lUpng djch vu logistics. Do dd, de theo kjp xu the cua t h i gidi thi cac doanh nghiep cung can danh gia nghiem tOc nang Ipc quan ly va quy trinh ap dung khi thuc hien eae djch vu logistics.
5. Kit luan
Xay dpng md hinh danh gid chat lUpng djch vu logistics cd y nghTa v6 cdng quan trpng. Id can cd de eae nha hoach djnh vT md ddnh gia dupe thuc trang djch vu logistics cua Viet Nam, tO dd, ed gidi phap cSi thien phu hop. Ddng thdi md hinh nay eung la cdng cu danh gia npi bp ed gia trj cho cae nha cung d p djch vu logistics, va tren h i t la cd sd d l ngodi sd dung djch vu logistics danh gia ddi tac tO dd ed the dua ra nhOng quylt djnh dung dan va phu hdp khi Ipa chpn nha eung cap djch vu logistics.
Tai lieu tham khao
[1]. Franeeschini, R. (2000), Quality evaluation in logistic services. International Journal of Agile Management Systems, Vol. 2(lss: 1), pp. 49 - 54.
[2]. Ho Thi Thu Hoa (2013), Competition by logistics service chain improvement - a case of Vietnam, In:
Book of Abstracts of International Scientific Confer- ence "Logistics management 2013" organized at Uni- versity of Applied Science Bremen, Germany, 10/09- 13/9/2013.
[3]. Nomura Research Institute, Viet Nam Logistics Development, Trade Facilitation & the Impact on Poverty Reduction. Japan.
[4]. NguySn Huy Phong, P. N. T. (2007):
SERVQUAL HAY SERVPERF Mot nghiSn edu so sinh. Science & Technology Development, 10(08), pp. 24-32.
[5]. Parasuraman, A., Berry, L. L. & ZeithamI, V.A.
(1991); Refinement and Reassessment of the SEFI- VQUAL Scale, Journal of Retailing, 67 (4): 420-450).
[6]. Parasuraman, A., Berry, L. L. & ZeithamI, V.A.
(1993): More on Improving Service Quality Measure- ment, Journal of Retailing, 69 (1): 140-47.
[7]. Parasuraman, A., ZeithamI, V.A. & Berry, L. L (1985): A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Maketing,,
49 (fall): 41-50, (1985). ] [8]. Thai, V. v., 2008, Serwce quality in mahtimei
transport: conceptual model and empirical evidence^
Asia Pacific Journal of Marketing and Logistics, vol.
20(lss4), pp. 493-518.
[9]. QD 175QD-TTg(27/1/2011), Chiin lUdC tdng the phit then khu vdc dich vu cua Viet Nam din nam 2020.
[10]. World Bank (2007, 2010 & 2012): Connecting to compete: Trade logistics in the global.
Ngay nhan bai: 10/02/2014 Ngay chip nh^n dSng: 28/02/2014 NgirdI phan blgn: PGS. TS. Trin Cinh Vinh
PGS. TS. Nguyin Van ThiT
