IÁO D TR O H KINH NG S HÀI LÒNG C A DOANH NGHI P XU T KH I V I CH NG D CH V H NT T IC CH I QUAN TP.HCM Chuyên ngành : i Mã : 60.34.01.21 V TH S NG IH NG D N KHOA H C: GS.TS TP H MINH – N 2014 L Tác gi u c a riêng tác gi v i s c li u th c l y t ngu tin c y, n i dung k t qu nghiên c u c a lu b t c cơng trình cho t i th c công b m hi n Tp H Tác gi Nguy n Th Thu Huy n TRANG PH BÌA L M CL C DANH M C CÁC CH VI T T T DANH M C CÁC B NG, DANH M C CÁC HÌNH V TÀI .1 PH N M M c tiêu c tài .2 ng ph m vi nghiên c u u Tính m i c tài c ti n c C u trúc c a lu tài LÝ THUY T - MƠ HÌNH NGHIÊN C U .6 1.1 Khu v c công, d ch v công d ch v 1.1.1 Khu v c công 1.1.2 Khái ni m d ch v công d ch v công tr c n 1.1.3 Th t 1.2 Ch ng d ch v s hài lòng c a khách hàng 11 (CLDV) 11 11 1.2.3 M i quan h gi a ch ng ch ng d ch v s hài lòng c a khách hàng 12 ng d ch v (CLDV) 13 13 1.3.2 M t s mơ hình nghiên c 1.4 Mơ hình nghiên c n t 18 xu t 22 I QUAN TPHCM 26 2.1 Gi i thi u v C c HQ TPHCM 26 2.2 Quy trình th t ng t i C c HQ TPHCM 27 t 27 2.2.2 Trình t th c hi n th t 28 2.3 Các y u t n quy trình thơng quan hàng hóa 29 2.3.1 Y u t h th ng kh 29 2.3.2 Y u t i 29 2.3.3 Y u t c qu n lý 31 2.4 Th c tr ng th c hi n th t t qu th c hi 2.5.1 Nh i C c HQ TPHCM 32 35 mv n t 35 2.5.2 Nh ng t n t i h n ch c a th t 37 2.6 Nh n xét 40 : THI T K NGHIÊN C U 42 u 42 u 42 42 3.2 Nghiên c 44 3.2.1 Thi t k nghiên c nh tính 44 3.2.2 K t qu nghiên c nh tính 45 u th c 45 3.4 Thi t k nghiên c u th c 48 3.4.1 M u nghiên c u 48 49 T QU NGHIÊN C U 51 4.1 Mô t m u nghiên c u 51 52 n s hài lòng 52 hài lòng 57 u ch nh mơ hình lý thuy t 60 4.4 Ki nh mô hình nghiên c u 60 61 61 4.4.3 Phân tích h i quy b i 61 4.4.3 Tóm t t k t qu ki 4.5 nh gi thuy t 64 ng s hài lòng c a doanh nghi p 65 ng s hài lòng chung 65 ng s hài lòng v Hi u nhu c u doanh nghi p 66 ng s hài lòng v C i ti c qu n lý 66 ng s hài lòng v H th 67 ng s hài lịng v M an tồn 67 ng s hài lòng v M tin c y 68 ng s hài lòng v M c ng 69 K T LU N VÀ KI N NGH 71 5.1 K t lu n 71 5.2 M t s ki n ngh 72 xu t ki n ngh 72 5.2.2 Ki n ngh v thành ph n Hi u nhu c u doanh nghi p 73 5.2.3 Ki n ngh v thành ph n c i ti c qu n lý 74 5.2.4 Ki n ngh v thành ph n h th ng 77 5.2.5 Ki n ngh v thành ph n m an toàn 78 5.2.6 Ki n ngh v thành ph n M tin c y 79 5.2.7 Ki n ngh v thành ph n M ng 80 5.3 H n ch ng nghiên c u ti p theo 82 TÀI LI U THAM KH O 83 PH L C 1: DANH SÁCH TH O LU N NHÓM 90 PH L C 2: DÀN BÀI TH O LU N NHÓM 911 PH L C 3: DANH SÁCH PH NG V N TH 94 PH L C 4: B NG KH O SÁT 95 99 PH L C 6: PHÂN TÍCH K T QU NGHIÊN C U 109 CBCC Cán b , công ch c CNTT Công ngh thông tin C/O Ch ng nh n xu t x (Certificate of Origin) DN Doanh nghi p HQ H i quan HQ TPHCM H i quan TP H Chí Minh H nt ISO T ch c tiêu chu n qu c t (International Standard Organization) KTSTQ Ki m tra sau thông quan QLRR Qu n lý r i ro XNK Xu t nh p kh u TCHQ T ng c c H i quan TMQT i qu c t TTDL Trung tâm d li u WCO T ch c H i quan th gi i (World Customs Organization) WTO T ch i th gi i (World Trade Organization) B B ng 3.1: Ti 16 th c hi n nghiên c u 44 B 46 B ng 3.3: Quy mô m u nghiên c u 49 B ng 4.1: Thông tin m u nghiên c u 52 B ng 4.2: H s a thành ph 54 B ng 4.3: Ma tr n xoay nhân t l n 56 B ng 4.4: H s a thành ph n m hài lòng 57 B ng 4.5: KMO and Bartlett's Test 58 B ng 4.6: T i thích 58 B ng 4.7: Ma tr n thành ph n 58 B ng 4.8: Di n gi i thành ph n sau xoay nhân t 59 B ng 4.9: K t qu h i quy 62 B ng 4.10: Ki nh ANOVAb 62 B ng 4.11: H s h i quy 63 B ng 4.12: K t qu ki nh gi thuy t 65 B hài lòng 66 B u nhu c u doanh nghi p 66 B i ti c qu n lý 67 B H th ng khai báo B M 68 an toàn 67 B tin c y 69 B ng 69 ng cách CLDV 14 Hình 1.3: Mơ hình c a Mohammed c ng s (2010) 18 u ch ng ph ng th t Hình 1.6: Hình 2.1: Quy trình th t n t 20 21 xu t 22 28 43 1 C C Thơng qua C HQ ) cà 20, ngành HQ 01/01 - XNK 110 HT6 11.5635 10.400 681 835 HT7 11.5787 10.255 656 840 B ng s 3: Reliability Statistics Cronbach's N of Items Alpha 817 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Correlation Alpha if Item Deleted TC1 8.4213 5.316 672 755 TC2 8.5178 6.322 546 810 TC3 8.3299 5.681 684 750 TC4 8.2792 5.519 657 762 B ng s 4: Reliability Statistics Cronbach's N of Items Alpha 871 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Correlation Alpha if Item Deleted DU1 13.3299 10.120 668 850 DU2 13.3452 10.176 746 837 DU3 13.2741 11.782 480 878 DU4 13.2437 10.736 605 861 DU5 13.4010 9.639 740 837 DU6 13.4315 9.757 796 827 111 B ng s 5: Reliability Statistics Cronbach's N of Items Alpha 774 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Correlation Alpha if Item Deleted AT1 14.1929 7.238 219 820 AT2 14.1624 6.116 704 697 AT3 14.1371 6.966 247 820 AT4 14.1980 5.772 760 678 AT5 14.0964 6.128 685 701 AT6 14.1624 6.218 714 698 B ng s 6: Reliability Statistics Cronbach's N of Items Alpha 891 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Correlation Alpha if Item Deleted AT2 8.5127 3.088 769 857 AT4 8.5482 2.922 781 853 AT5 8.4467 3.218 681 889 AT6 8.5127 3.098 821 840 112 B ng s 7: Reliability Statistics Cronbach's N of Items Alpha 841 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Correlation Alpha if Item Deleted NC1 14.7716 11.065 622 815 NC2 14.8782 11.679 571 825 NC3 14.8731 12.642 526 833 NC4 14.8020 11.874 573 824 NC5 14.6751 10.557 752 787 NC6 14.7056 10.872 677 804 B ng s 8: Reliability Statistics Cronbach's N of Items Alpha 892 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Correlation Alpha if Item Deleted QL1 11.2538 6.843 744 867 QL2 11.3299 6.539 754 864 QL3 11.4670 6.913 620 896 QL4 11.2893 6.635 781 859 QL5 11.4518 6.524 792 856 113 B ng s 9: Phân tích nhân t EFA thành ph n n s hài lòng (l n 1) B ng s 9a: KMO and Bartlett's Test (l n 1) Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 891 3903.077 Df 435 Sig .000 B ng s 9b:Total Variance Explained (l n 1) Compone nt Total Initial Eigenvalues % of Variance Cumulative % 11.101 2.753 2.188 1.801 1.447 1.240 37.005 9.176 7.293 6.003 4.824 4.134 37.005 46.180 53.474 59.476 64.300 68.434 963 3.209 71.643 787 2.623 74.266 764 2.547 76.813 10 677 2.257 79.071 11 665 2.218 81.289 12 556 1.854 83.143 13 541 1.803 84.946 14 454 1.513 86.459 15 433 1.444 87.903 16 381 1.270 89.173 17 367 1.224 90.397 18 345 1.148 91.545 19 336 1.120 92.665 20 294 979 93.644 21 284 946 94.591 22 246 819 95.409 23 215 718 96.127 24 205 683 96.811 25 192 640 97.450 26 182 606 98.056 27 177 589 98.646 28 165 550 99.196 29 142 473 99.669 30 099 331 100.000 Extraction Sums of Squared Loadings Total % of Variance Cumulative % 11.101 2.753 2.188 1.801 1.447 1.240 37.005 9.176 7.293 6.003 4.824 4.134 37.005 46.180 53.474 59.476 64.300 68.434 114 Extraction Method: Principal Component Analysis B ng s 9c: Ma tr n xoay nhân t (l n 1) Rotated Component Matrix a Component AT6 862 178 136 AT2 812 151 210 AT4 778 246 116 236 AT5 645 284 213 185 NC3 610 181 DU3 492 454 125 870 115 DU2 DU6 179 DU1 135 173 114 162 414 117 224 144 835 123 782 134 110 DU5 169 777 177 136 113 142 DU4 526 540 117 132 104 155 QL5 225 108 832 154 QL4 134 192 806 154 146 181 QL1 148 191 753 180 258 124 QL2 211 177 721 172 268 184 QL3 437 596 167 HT4 151 256 807 HT3 211 251 731 HT7 110 HT6 135 165 HT1 119 441 NC1 105 109 118 261 259 680 184 297 617 109 148 747 NC5 231 307 735 NC6 188 493 676 NC4 131 221 125 655 167 NC2 167 238 644 185 TC4 211 200 141 200 743 TC3 172 230 234 245 712 TC1 125 146 215 260 705 TC2 112 142 708 176 185 137 417 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a 216 155 629 115 a Rotation converged in iterations B ng s 10: Phân tích nhân t EFA thành ph n B ng s 10a:KMO and Bartlett's Test (l n 2) Kaiser-Meyer-Olkin Measure of Sampling Adequacy .892 Approx Chi-Square Bartlett's Test of Sphericity n s hài lòng (l n 2) 3800.033 df 406 Sig .000 B ng s 10b: Total Variance Explained (l n 2) Component Initial Eigenvalues Total Extraction Sums of Squared Loadings % of Variance Cumulative % Total % of Variance Cumulative % 10.904 2.657 2.137 1.775 1.435 37.599 9.162 7.367 6.119 4.949 37.599 46.761 54.128 60.247 65.196 10.904 2.657 2.137 1.775 1.435 37.599 9.162 7.367 6.119 4.949 37.599 46.761 54.128 60.247 65.196 1.239 4.273 69.469 1.239 4.273 69.469 922 3.180 72.649 776 2.675 75.324 690 2.379 77.704 10 677 2.334 80.037 11 655 2.258 82.296 12 542 1.869 84.165 13 455 1.568 85.733 14 447 1.540 87.273 15 402 1.387 88.660 16 378 1.303 89.963 17 346 1.194 91.157 18 337 1.163 92.319 19 295 1.016 93.335 20 285 981 94.316 21 247 852 95.168 22 218 751 95.919 23 212 733 96.652 24 197 679 97.331 25 183 631 97.963 26 179 616 98.578 27 165 570 99.149 28 142 490 99.639 29 105 361 100.000 Extraction Method: Principal Component Analysis 116 B ng s 10c: Ma tr n xoay nhân t (l n 2) Rotated Component Matrix a Component AT6 869 182 135 AT2 814 156 209 AT4 768 254 116 230 AT5 658 285 212 172 NC3 634 DU2 130 196 872 DU6 186 181 786 DU1 102 155 397 119 117 203 135 843 DU5 159 108 178 104 133 772 135 125 115 DU4 543 553 119 131 133 QL5 220 105 834 153 110 QL4 134 190 807 153 144 180 QL1 147 188 754 179 257 124 QL2 207 173 723 170 267 186 QL3 436 598 165 HT4 161 256 806 HT3 221 249 730 HT7 106 HT6 127 161 HT1 130 449 NC1 112 117 182 139 706 265 267 103 678 188 307 175 617 104 144 751 103 105 NC5 239 304 733 157 NC6 192 490 677 105 NC4 132 224 120 657 177 NC2 206 229 628 160 TC4 212 202 136 199 748 TC3 180 229 229 242 712 TC1 125 147 211 261 711 TC2 137 431 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a a Rotation converged in iterations .213 616 117 B ng s 11: Phân tích nhân t EFA thành ph n B ng s 11a: KMO and Bartlett's Test (l n 3) n s hài lòng (l n 3) Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 897 2665.164 df 253 Sig .000 B ng s 11b: Total Variance Explained(l n 3) Component Initial Eigenvalues Total Extraction Sums of Squared Loadings % of Variance Cumulative % Total % of Variance Cumulative % 8.766 38.115 38.115 8.766 38.115 38.115 2.342 10.183 48.298 2.342 10.183 48.298 1.736 7.546 55.844 1.736 7.546 55.844 1.487 6.466 62.311 1.487 6.466 62.311 1.333 5.797 68.108 1.333 5.797 68.108 1.080 4.694 72.802 1.080 4.694 72.802 751 3.264 76.066 569 2.475 78.541 548 2.382 80.923 10 515 2.241 83.164 11 467 2.029 85.193 12 440 1.914 87.107 13 400 1.741 88.848 14 373 1.622 90.470 15 353 1.534 92.004 16 284 1.237 93.240 17 273 1.188 94.429 18 263 1.144 95.573 19 250 1.088 96.661 20 217 944 97.605 21 213 926 98.531 22 179 777 99.308 23 159 692 100.000 Extraction Method: Principal Component Analysis 118 B ng s 11c: Ma tr n xoay nhân t (l n 3) Rotated Component Matrix a Component AT6 866 161 AT2 829 118 105 200 AT4 790 232 152 123 231 AT5 703 266 190 181 QL4 151 826 175 163 131 179 QL1 173 796 153 166 242 130 QL5 241 791 120 159 QL2 221 732 162 180 128 882 101 855 DU2 DU6 179 DU1 118 158 140 184 112 111 251 205 106 813 146 DU5 168 195 778 101 101 152 HT4 186 250 125 800 153 129 HT3 231 238 780 104 HT7 102 727 242 232 HT6 119 196 720 172 306 NC1 106 108 174 823 NC4 147 144 708 200 NC5 241 286 655 239 NC2 148 287 635 117 TC4 180 167 141 157 834 TC3 154 222 237 206 785 TC1 135 173 245 252 619 148 105 112 157 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a a Rotation converged in iterations 119 B ng s 12: Reliability Statistics Cronbach's Alpha N of Items 769 Item-Total Statistics Scale Mean if Item Deleted HL1 HL2 HL3 Scale Variance if Corrected ItemItem Deleted Total Correlation 5.7259 5.6091 5.7411 1.904 1.709 1.979 626 610 580 Cronbach's Alpha if Item Deleted 666 687 716 B ng s 13: Phân tích nhân t EFA thành ph n s hài lòng B ng s 13a: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 697 153.279 Df Sig .000 B ng s 13b: Total Variance Explained Component Initial Eigenvalues Total Extraction Sums of Squared Loadings % of Variance Cumulative % Total 2.058 68.603 68.603 505 16.828 437 14.568 Cumulative % 68.603 68.603 85.432 % of Variance 2.058 100.000 Extraction Method: Principal Component Analysis B ng s 13c: Component Matrix a Component HL1 842 HL2 832 HL3 811 Extraction Method: Principal Component Analysis.a components extracted Rotated Component Matrix a a Only one component was extracted The solution cannot be rotated 120 B ng s 14: Ma tr n h s Correlations HL Pearson Correlation HL Pearson Correlation 197 603 ** QL DU HT NC 603 ** 687 ** 430 ** 615 ** 730 ** 629 ** 000 Sig (2-tailed) N AT AT 000 000 000 000 000 197 197 197 197 197 197 ** ** ** ** 453 ** Sig (2-tailed) 000 N 197 197 ** ** Pearson Correlation QL 687 525 308 469 TC 477 000 525 Sig (2-tailed) 000 197 197 430 ** Sig (2-tailed) N 000 000 000 197 197 197 197 197 ** ** ** 503 ** 000 N 000 380 489 456 000 000 000 000 197 197 197 197 197 308 ** 380 ** 300 ** 270 ** 323 ** 000 000 000 000 000 000 197 197 197 197 197 197 197 615 ** 469 ** 489 ** 300 ** 503 ** 538 ** Sig (2-tailed) 000 000 000 000 000 000 N 197 197 197 197 197 197 197 730 ** 477 ** 456 ** 270 ** 503 ** 533 ** Sig (2-tailed) 000 000 000 000 000 N 197 197 197 197 197 197 197 ** ** ** ** ** ** Pearson Correlation DU Pearson Correlation HT Pearson Correlation NC Pearson Correlation TC 629 453 503 323 538 000 533 Sig (2-tailed) 000 000 000 000 000 000 N 197 197 197 197 197 197 ** Correlation is significant at the 0.01 level (2-tailed) 197 121 B ng s 15: ANOVAb ANOVAa Model Sum of Squares df Mean Square Regression 10.233 Residual 20.487 190 81.885 Sig .000 b 108 Total 61.398 F 94.905 196 a Dependent Variable: HL b Predictors: (Constant), TC, DU, AT, NC, HT, QL B ng s 16: Model Summaryb Model Summaryb Model 866 R Square a Adjusted R Std Error of the Square R Estimate 750 742 Durbin-Watson 32837 1.822 a Predictors: (Constant), TC, DU, AT, NC, HT, QL b Dependent Variable: HL B ng s 17: Coefficientsa Coefficients a Model Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error 139 052 QL 279 DU Sig Beta Collinearity Statistics Tolerance 138 AT VIF -1.372 172 124 2.678 008 618 1.618 047 283 5.943 000 579 1.728 091 036 103 2.559 011 820 1.219 HT 103 038 128 2.704 007 590 1.695 NC 348 042 383 8.203 000 603 1.658 TC -.190 t 096 037 124 2.580 011 568 1.762 a Dependent Variable: HL 122 B ng s 18: Ma tr Correlations ABSRES1 AT ABSRES1 Correlation Coefficient Sig (2-tailed) QL DU HT NC 1.000 -.057 082 096 -.205 ** TC -.023 -.068 DU HT NC TC 179 004 753 341 197 197 197 197 197 -.057 1.000 Sig (2-tailed) 426 000 000 000 000 000 197 197 197 197 197 197 197 082 ** 1.000 ** ** ** 250 000 000 000 000 000 197 197 197 197 197 197 197 096 328 ** 388 ** 1.000 287 ** 235 ** 295 ** Sig (2-tailed) 179 000 000 000 001 000 197 197 197 197 197 197 197 -.205 ** 459 ** 504 ** 287 ** 1.000 527 ** 536 ** Sig (2-tailed) 004 000 000 000 000 000 N Correlation Coefficient 197 197 197 197 197 197 197 -.023 431 ** 408 ** 235 ** 527 ** 1.000 540 ** Sig (2-tailed) 753 000 000 001 000 000 N Spearma n's rho 250 197 N QL 426 N AT 197 197 197 197 197 197 197 197 -.068 398 ** 462 ** 295 ** 536 ** 540 ** 1.000 341 197 000 197 000 197 000 197 000 197 000 197 197 N Correlation Coefficient Correlation Coefficient Sig (2-tailed) N Correlation Coefficient Correlation Coefficient Correlation Coefficient Sig (2-tailed) N ** Correlation is significant at the 0.01 level (2-tailed) .529 529 ** 328 388 ** 459 504 ** 431 408 ** 398 462 ** ** 123 TH PHÂN TÁN PH BI 1: T N S HISTOGRAM 124 ... 64 ng s hài lòng c a doanh nghi p 65 ng s hài lòng chung 65 ng s hài lòng v Hi u nhu c u doanh nghi p 66 ng s hài lòng v C i ti c qu n lý 66 ng s hài lòng v H th... có m i quan h chi u m hài ng có m i quan h chi u m hài lòng c a doanh nghi pXNK Gi thuy t H3: M lòng c a doanh nghi pXNK 25 Gi thuy t H4: M an tồn có m i quan h chi u m hài lòng c a doanh nghi... qua nh y u t doanh nghi p, tác gi hài lòng c a doanh nghi p thuy t nghiên c u C TPHCM u lý thuy i v i th t c n s hài lòng ng m i C c HQTPHCM gi trình bày t ng quan v 26 2: H QUAN TPHCM lý thuy