ACADEMY OF POLICY AND DEVELOPMENT ISEFT GRADUATION THESIS TOPIC: IMPROVING THE QUALITY OF LOGISTICS SERVICES AT VINALINES LOGISTICS JOINT STOCK COMPANY Lecturer: Nguyễn Thị Thùy Linh Student: Nguyễn Thị Linh Chi Student number: 5083106532 Class: CLC 8.2 Hà Nội, June 2021 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com THANKFUL The first thank you to the school for creating conditions for our students to study well, helping us in each subject, cultivating specialized knowledge useful for our future path. Then, I would also like to thank Ms.Nguyen Thi Thuy Linh, thank you during the internship report for enthusiastically explaining and guiding us, answering all questions and correcting the mistakes we made and she tried her best to help little by little to make your report more complete. Finally, I would like to express my sincere thanks to the internship's help from Logistics Sales Manager Dinh Viet Ha, Mr. Nguyen Dinh Thinh and Ms.
Mai Thanh Thuy, every day they work, they also help us try to improve ourselves along with useful sharing about both specialized knowledge of Logistics and work experience. Thank you, during these 2 months, for teaching me many things that I cannot learn in class. The lessons learned during the working process are always shared with us. Thank you for the help of the brothers and sisters in the company, for your answers to my questions about the company, for the subject I am studying.
To make such a complete report, is the full help of Logistics Manager Dinh Viet Ha, along with the team of brothers and sisters in the company department, is the dedicated explanation of Ms. Nguyen Thi Thuy Linh. Thank you so much! LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CONTENTS HEADING. Research purpose and tasks.
Object and scope of research. Structure of the thesis. 3 CHAPTER 1: GENERAL THEORETICAL BASIS ON LOGISTICS SERVICE QUALITY. Overview of Logistics services.
Overview of the quality of Logistics services. The meaning of improving the quality of Logistics services. Factors affecting the quality of logistics services. 18 CHAPTER 2: SITUATION OF LOGISTICS SERVICE QUALITY AT VINALINES LOGISTICS VIETNAM JOINT STOCK COMPANY.
General introduction about Vinalines Logistics Vietnam Joint Stock Company. Factors affecting the quality of Logistics services of Vinalines Logistics Vietnam Joint Stock Company. Logistics service business situation of Vinalines Logistics Vietnam Joint Stock Company in the period of 2018 - 2020. Actual situation of logistics service quality at Vinalines Logistics Joint Stock Company.
Overall assessment of logistics service quality at Vinalines Logistics Vietnam Joint Stock Company. 64 CHAPTER 3: SOME SOLUTIONS TO ENHANCE THE QUALITY OF LOGISTICS SERVICES AT VINALINES LOGISTICS JOINT STOCK COMPANY. Opportunities and challenges for Vinalines Logistics Company. Orientation to improve the quality of Logistics services at Vinalines Logistics Joint Stock Company in 2021 and in the future.
Some solutions to improve the quality of Logistics services at Vinalines Logistics Joint Stock Company in the coming time. 77 LUAN VAN CHAT LUONG download : add luanvanchat@agmail. Some recommendations to the State and related parties (Customs, Ministry of Transport). 93 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF TABLES Table 2.1: Table of business results over the years 2018-2020 of Vinalines Logistics Company .2: Length of streets in Vietnam .3: Statistics of personnel at Vinalines Logistics Joint Stock Company .4: Profit from logistics service business .5: Profit from logistics service business breakdown by market structure .7: Some indicators of VIMC's logistics business results .8: Scale of reliability.9: Scale of responsiveness .10: Scale of assurance ability.11: Scale of empathy.12: Scale of tangible media.13: Overall satisfaction scale .15: Customer survey questionnaire about the company's service quality.
LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF CHAPTERS Figure 1.2: Rater service quality measurement criteria .1: Flowchart of Billion factory's production process.2: Organization chart of Vinalines Logistics Vietnam Joint Stock Company .3: Percentage of revenue by business method .4: Proportion of revenue by market structure .5: Customer satisfaction on reliability of the company VIMC .6: Level of customer satisfaction with the response of VIMC Company .7: Customer satisfaction on the assurance factor of VIMC .8: Level of customer satisfaction on the empathy factor of VIMC .9: Customer's evaluation of VIMC's tangible element.10: Overall assessment of customers about the Company's Logistics service quality Logistics. LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF ABBREVIATIONS ONLY CCL: Cold Chain Logistics CFS: Container Freight station Fee CIF: Cost, Insurance and Freight eDO: electronic Delivery Orders ePort: electronic Ports ESCAP: Economic and Social Commission for Asia and Pacific GDP: Gross Domes Profit ICD: Inland Container Depot ISO: International Organisation for Standardisation JSC: Joint Stock Company MTO: Multimodal Transport Operator PL: Party Logistics TEU: Twenty-foot Equivalent Units U.S: United State UNCTAD: United Nations Conference on Trade and Development VHL: Vinalines Honda Logistics VIFFAS: Vietnam Logistics Association VIMC: Vietnam Maritime Corporation VLA: Vietnam Logistics Business Association VLHL: Vinalines Hoa Lac Logistics WB: World Bank WTO: World Trade Organization LUAN VAN CHAT LUONG download : add luanvanchat@agmail. Urgency of the research topic According to Vietnam's commitment timeline when it joined the World Trade Organization (WTO), firms with 100 percent foreign capital have been allowed to enter the domestic logistics sector to provide warehousing and freight agency services as of January 11, 2014. This is a significant challenge for local firms, as foreign firms have long been involved in providing package logistics services using cutting-edge technology, innovative management practices, and substantial experience.
Meanwhile, the majority of Vietnam's logistics firms today serve only as satellite service providers for foreign logistics firms. Many firms still limit themselves to delivering basic and single products and services like transportation, warehousing, customs clearing, and so on, but they lack high-value services. In fact, with a limited range of logistical services, our companies can only cover around a fourth of market demand (Cafef. Logistics has emerged as a potential service business in Vietnam, with an average annual growth rate of 20% to 25%, contributing significantly to the country's economic development.
Facing development opportunities and strong competition challenges from foreign enterprises, Vietnamese logistics service enterprises have been constantly improving their competitiveness, through infrastructure investment, application of information technology, human resource training and development of new services, as well as strengthening service management capacity. Aiming to become one of the leading professional logistics service providers in Vietnam, Vinalines Logistics Joint Stock Company has been focusing on investing in infrastructure development at key hubs, such as Hai Phong Room, Lao Cai, Ho Chi Minh City and towards expanding and diversifying types of logistics services. Currently, in addition to constantly improving and perfecting the services that the Company is available, Vinalines 1 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com has also provided a number of new services, such as warehouse storage, freight transportation,. with the purpose of to successfully develop the logistics service chain.
However, so far, these services still have many limitations, have not brought expected profits and have not met all the needs of customers. Therefore, I chose to research the topic "Improving the quality of logistics services at Vinalines Logistics Joint Stock Company" to determine the current status of logistics services of the Company. On that basis, some solutions are proposed to promote the strengths as well as overcome the remaining limitations in the Company's operations. Research purpose and tasks 2.
Research purposes On the basis of analyzing the current situation of logistics service quality at JSC Part of Vinalines Logistics, the thesis proposes solutions to complete and improve the quality of logistics services at Vinalines Logistics Joint Stock Company. Research mission (i) Clarifying the theoretical basis for the quality of logistics services of enterprises. (ii) Analyze the current status of logistics service quality of Vinalines Logistics Joint Stock Company to point out the successful aspects, the shortcomings, the limitations that need to be overcome and the causes of those limitations. (iii) Proposing solutions to improve the quality of logistics services in the company Vinalines Logistics Joint Stock Company in the coming years.
Object and scope of research 3.1 Research object Quality of logistics services at Vinalines Logistics Joint Stock Company. 2 LUAN VAN CHAT LUONG download : add luanvanchat@agmail. Research scope Time range: Statistical data and surveys for research were collected from 2018 to the end of 2020. Vision of specific solutions to 2030.
Spatial scope: The topic focuses on in-depth research on the quality of logistics services at Vinalines Logistics Joint Stock Company. Research Methodology Using dialectical methods, methods of information collection, statistics, analysis, comparison and contrast, actual survey, synthesis,. to clarify the content of analysis. Primary data was collected by survey method.
Structure of the thesis In addition to the introduction and conclusion, the thesis has three chapters: Chapter 1: General theoretical basis of logistics service quality Chapter 2: The quality of Logistics services at Vinalines Logistics Vietnam Joint Stock Company Chapter 3: Some solutions to improve the quality of Logistics services at Vianlines Logistics Vietnam Joint Stock Company in the future 3 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com CHAPTER 1: GENERAL THEORETICAL BASIS ON LOGISTICS SERVICE QUALITY 1. Overview of Logistics services 1. Logistics service concept Logistics is a Greek term that refers to the process of distribution and scientific management, which includes planning, organizing, implementing, and controlling the movement of goods and services. from the point of origin of production to the hands of the final consumer at the lowest possible cost, ensuring that the social production process runs smoothly and continuously and meets all of the needs of customers.
Today, Logistics has been present in many different fields of the economy, they quickly develop and create the success of many famous companies and corporations in the world. Before the 1950s, logistics work was merely a single functional activity. While areas such as marketing and production management have made great strides, logistics management has not been effectively formed. The rapid development of technology and management of the twentieth century has created a new development step, which can be considered as the renaissance of logistics.
Logistics has progressed through three stages, according to the Economic and Social Commission for Asia and the Pacific (ESCAP): The development stage of the physical distribution system: In the late 60s and 70s of the twentieth century, Logistics was the activity of providing physical production (also known as Output Logistics). Output logistics is the systematic management of activities related to ensuring the effective supply of products and goods to customers. The development phase of the Logistics system: In the 80s and 90s of the twentieth century, Logistics was a combination of two input stages (material supply) and output (product consumption) to save costs and increase efficiency. 4 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com Logistics management stage (Supply chain management): This is the development stage of Logistics at the end of the twentieth century.
There are many different concepts of Logistics in the world and are built based on the industry and research purpose of Logistics services. However, some key concepts can be stated as follows: Logistics is the process of planning, selecting the optimal option to implement the management and control of movement and storage in the most cost-effective and shortest time in terms of raw materials, semi-finished products and materials finished product, as well as the corresponding information from pre-production until the goods reach the final consumer to satisfy the customer's request (U. Logistics Regulatory Commission). Logistics is the efficient and cost-effective process of planning, implementing, and controlling the flow and storage of raw materials, inventory, finished goods, and related information from the point of origin to the point of consumption, for the purpose of satisfying customer requirements (American Logistics Board-1988).
Logistics is the activity of managing the movement of materials through the stages of storage, production of products to consumers at the request of customers (International training course on multimodal transport and Logistics Manager, Foreign Trade University, October 2002).