FOREWORD The reason to choose a topic Freight forwarding is an inseparable factor from international trade. Business is increasingly abundant with many components and many services provided, meeting the needs set out in the transportation of society, especially import and export goods. However, the fact that freight forwarding activities in Vietnam are still inadequate is the quality of operations. Development of diversified and abundant services provided but ineffective, the main reason is the inappropriate business method, which has not met the needs of customers.
Therefore, the practice requires business methods to improve service quality and save costs. Logistics services are very diverse and bring high profits to the field of Logistics, especially according to the Door to Door method, which is the business method that needs to be researched, applied and developed. Tico logistics - one of the leading enterprises in Vietnam in the field of freight forwarding. Founded in 2005, with a worldwide transportation network, relatively good infrastructure and transportation facilities.
Tico Logistics is fully confident in undertaking complex work, involving high value, fragile or even priceless goods. Facing the context and the development trend of the world, Tico logistics as well as countless other businesses, need to equip themselves with knowledge, professionalism, and quality of service. From that, the question was asked: “How to maintain existing customers, attract potential customers, high profits? How to improve the quality of service, provided with the shortest cost and execution time? Specifically for this issue, I decided to choose the topic "Solutions to improve transportation service quality by Door to Door method of Tico Logistics". 1 Research objectives: Learn the process of forwarding import and export goods under Door to Door conditions of Tico logistics company.
Business situation of the company, business activities of the sales department in recent years. Contact with other companies in the industry, learn, learn from experience. Since then there are measures to improve, improve service quality, as well as meet customer needs, increase sales and profits. Research scope: + Business activities: Logistics + Research area: Hanoi city + Research subject: Tico International Corporation Research Methods: + Qualitative research: refer to previous studies of the company, discuss with the senior staff in the company about service quality, or discuss with friends in Logistics group led by Dr.
Pham Hoang Cuong guide, as well as find out how satisfied customers are with the company's services. + Quantitative research: Analyzing through the table the results of revenue, costs, profits of the company. Topic structure: The topic is divided into four chapters with the following content: Chapter 1: Rationale for logistics service quality Chapter 2: Introduction about Tico Logistics Chapter 3: Operation process of Door to Door forwarding 2 Chapter 4: Solutions to improve the quality of the company's import-export forwarding service by the Door to Door method. CHAPTER 1: THEORETICAL BASIS ON QUALITY OF LOGISTICS 1.1 Quality concept Quality is a long-standing and widely used concept variable in many areas of human activity.
However, understand how is quality is not a simple matter. Stand at different angles and depending on the objectives, the production and business tasks can give out concepts on different qualities that come from the product, from the manufacturer or from the needs of the market. There are currently a number of concepts put forward by the authors in quality literature as follows: According to J.Juran said that the quality is consistent with purpose or history use. According to Philip B.
Crosby (1979) in "Quality is free" .Quality description is conformance to requirements. And according to A. Feigenbaum, quality is the aggregate characteristics of production products and services that, when used, will make products and services meet expectations waiting of customers. According to ISO 8402: 1999, quality is a set of characteristics of an entity (object) capable of meeting the stated needs or implicit.
Vietnam is now also using this concept to consider about the quality of your product or service. 3 From the above concepts despite different expressions but the main content of It's about quality is still "demand satisfaction". Thus we can conclude that any product or service is durable no matter how beautiful they are, they do not satisfy their needs and are considered to be of poor quality. This is an important awareness to help businesses plan for quality of its products and services.2 Quality forming process From perceived quality as conformity to needs, we see that to satisfy needs, businesses must ensure quality in all process of manufacturing and distributing products and services.
Just guests the product is not satisfied with the product warranty, the attitude is also damaged previous stages. So when it comes to quality people consider to overall product or service. In other words, the quality is the synthesis, it formed through many stages and influenced by many other factors together. Quality is created at all stages of the product process.3 Importance of quality Quality plays an important role in economic strategy planning business.
It is the point that makes a difference for our products their business compared to competitors, helping businesses create advantages sustainable competition and trust with customers. Because quality is "satisfaction demand satisfaction ”, if customers are not satisfied then they will not use continue product or service. Like John Young, chairman of Hewlett-Packard once said that: In today's competitive environment, neglect the matter of substance Quality is also synonymous with suicide (Pham Thi Minh Ha, 2009). From there can be seen Be the importance of quality.
And its importance is Jack GE's Welch condenses: Quality is the surest insurance for loyalty into the customer's; is 4 the strongest barrier against foreign rivals, and is the only way to sustain our growth and profits.1 Service concept Services are a common concept in marketing and in business. Have many ways to define a service: According (Zeithaml and Bitner, 2000) claim that services are behaviors, too process and how to perform a task to create value for use customers satisfy customers' needs and expectations. According to Philip Kotler and Armstrong (1991), services are all activities and ends indeed, one party can provide the other, mostly intangible, with no leads ownership of something. Its products may or may not be attached to one material products.
According to ISO 8402: 1999, services are the results produced to meet requirements of customers by contact activities between suppliers - customers and supplier's internal operations. In a nutshell: the service is a "special product", it includes all support that customers expect, beyond basic services, consistent with price, picture and related reputation. Service characteristics 5 Services are a "special product", mostly invisible, not leading to ownership of something. Therefore, the service has many other characteristics For common goods: ► Invisibility of services: unlike material products, translation service cannot be held, held, heard, or seen before purchase.
Guest the goods only receive the product or service as soon as it is delivered and therefore, to reduce uncertainty, buyers will look for signs or material evidence of service quality such as people, information, location points, device icons, prices they see. For the reason being invisible businesses and customers find it difficult to perceive about service and service quality assessment. ► Inseparability: this feature assumes a service delivery process a continuous occurrence, that is, the process of providing and receiving services begins at the same time, at the same time with the client's presence throughout the time manufacturing. Therefore, the quality of service will be very unpredictable and will be based on subjective judgment of the customer and of course, we cannot accumulate, service reserves as well as pre-testing.
► Heterogeneity, instability: The quality of the service depends performers, times and locations provided. Therefore, you can rely on the last test to assess the quality of your service provided. This is an important trait that suppliers should keep in mind if want to improve the quality of its services. Organization can overcome by how to invest in recruitment and training, staff training; at the same time standardize implementation processes, and monitor and measure satisfaction regular customers.
6 ► Fragility, not keeping: Because invisible, service is given is very fragile, neither the provider nor the receiver can save retain, cannot be sold or sold for a later period.3 Quality of service 1.1 Definition of service quality From the perspective of service, we find it difficult to fully define quality of service because it is also intangible. Guest goods received this product through communication activities, receiving information and feel. The salient feature is that customers can only rate the whole thing quality of the service after purchasing and using them. Customer reviews Service quality is based on attitude, subjectivity, and perceived ability.
As Zeithaml (1987) explains service quality as customer appreciation about the transcendence and the general excellence of an entity. That is one the form of attitude and the consequences of a comparison between what is expected and awareness of what we receive. Lewis and Booms (1983) think that service is a measure of service level delivered to customers is as good as our expectations are. Creating a quality service means meeting customer expectations consistently.
According to Parasurman, Zeithaml and Berry (1985, 1988), the service quality is viewed as the gap between service expectations and customer perceptions 7 goods when using the service. And ISO 9000: 2000 considers service quality as the level of a set inherent characteristics of the service to meet the needs and expectations of the guests and stakeholders (Ta Thi Kieu An et al. Because of the quality of service related to the expectations of the customers as well like their perceptions of service. Therefore the quality of service is difficult to assess.
There are usually three basic levels of assessment of service quality: ► Good service quality when customers feel that the service exceeds their expectations. ► Satisfied service quality when customers feel in accordance with their expectations. ► Poor service quality is when customers feel below their expectations for the service. Therefore, in order to retain customers, businesses must make sure their services are always well evaluated.
There is such a new business exists and sustainable development.2 Characteristics of service quality Service quality has the following characteristics: ► The first characteristic, according to professor Noriaki Kano (1984), is the attribute of A service is divided into three levels: ● Level 1 is the basic expectations that a service must have. These are 8 attributes that customers do not mention but they take for granted must have. Failure to meet these properties will result in the service being denied and denied excluded from the market because customers are frustrated ● Level 2 are specific requirements or one-way attributes. These properties are often referred to as a function desired customer.
The higher the level of responsiveness, the more customers feel satisfied. ● Level 3 is the attractive element of a product or service. This is factors create surprises, make a difference compared to the same type of service prime. However, this element is not constant, over time it will become basic expectations that a service must meet.
From this it can be seen that want to meet the needs of customers and organizations. It is important to define attributes at each level to support effective investment more efficiently, resources are more focused and satisfying daily customer needs the better. Besides, when you understand the three levels of attributes mentioned above, organizations will limit the misinterpretation of customer needs survey results. ► The second characteristic of service quality is specific market conditions.
Any business process, what kind of product must be attached with a definite market. A highly regarded service in the school it meets the existing market needs as well as requirements by stakeholders. ► The third characteristic is also a key element of that service quality is to measure customer satisfaction. Service quality is measured by customer satisfaction.
Therefore, the most important thing of any which business process is listening to the real user voice?