{"id":27470,"date":"2023-12-07T04:34:53","date_gmt":"2023-12-07T04:34:53","guid":{"rendered":"https:\/\/masterskills.org\/blog\/mo-hinh-5-khoang-cach-chat-luong-dich-vu-gap-model-of-service-quality-la-gi.html"},"modified":"2023-12-22T15:13:05","modified_gmt":"2023-12-22T08:13:05","slug":"mo-hinh-5-khoang-cach-chat-luong-dich-vu-gap-model-of-service-quality-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/mo-hinh-5-khoang-cach-chat-luong-dich-vu-gap-model-of-service-quality-la-gi.html","title":{"rendered":"M\u00f4 h\u00ecnh 5 kho\u1ea3ng c\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 (Gap Model of Service Quality) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh ho\u1ea1 (Ngu\u1ed3n: expertprogrammanagement)<\/p>\n<\/figcaption><\/figure>\n

M\u00f4 h\u00ecnh 5 kho\u1ea3ng c\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

M\u00f4 h\u00ecnh 5 kho\u1ea3ng c\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/b> trong ti\u1ebfng Anh \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 Gap Model of Service Quality <\/b>hay 5 Gap Model.<\/b><\/p>\n

M\u00f4 h\u00ecnh 5 kho\u1ea3ng c\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/b> l\u00e0 m\u1ed9t m\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, trong \u0111\u00f3 vi\u1ec7c \u0111\u1ea3m b\u1ea3o v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 th\u1ef1c ch\u1ea5t l\u00e0 gi\u1ea3m v\u00e0 xo\u00e1 b\u1ecf c\u00e1c kho\u1ea3ng c\u00e1ch.\u00a0<\/p>\n

M\u00f4 h\u00ecnh 5 kho\u1ea3ng c\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 gi\u00fap nh\u00e2n vi\u00ean v\u00e0 nh\u00e0 qu\u1ea3n l\u00ed t\u1ef1 \u0111\u00e1nh gi\u00e1 ch\u00ednh m\u00ecnh v\u1ec1 s\u1ef1 nh\u1eadn th\u1ee9c c\u1ee7a h\u1ecd v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 m\u1ee9c \u0111\u1ed9 hi\u1ec3u bi\u1ebft c\u1ee7a h\u1ecd v\u1ec1 nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p.<\/p>\n

N\u1ed9i dung<\/font><\/h3>\n
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\"M\u00f4<\/div>
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Ngu\u1ed3n: Parasuraman & ctg, 1985<\/p>\n<\/figcaption><\/figure>\n

– Kho\u1ea3ng c\u00e1ch 1:<\/b> S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi n\u1ed7 l\u1ef1c tho\u1ea3 m\u00e3n s\u1ef1 mong \u0111\u1ee3i \u0111\u00f3 c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

– Kho\u1ea3ng c\u00e1ch 2: <\/b>S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa nh\u1eefng th\u00f4ng s\u1ed1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a doanh nghi\u1ec7p v\u00e0 n\u1ed7 l\u1ef1c \u0111\u1ec3 tho\u1ea3 m\u00e3n s\u1ef1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/p>\n

– Kho\u1ea3ng c\u00e1ch 3: <\/b>Kh\u00e1c bi\u1ec7t gi\u1eefa ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a d\u1ecbch v\u1ee5 cung c\u1ea5p v\u00e0 nh\u1eefng th\u00f4ng s\u1ed1 thi\u1ebft k\u1ebf.<\/p>\n

– Kho\u1ea3ng c\u00e1ch 4: <\/b>Kh\u00e1c bi\u1ec7t gi\u1eefa ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 cung c\u1ea5p v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng m\u00e0 doanh nghi\u1ec7p \u0111\u00e3 h\u1ee9u h\u1eb9n v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

– Kho\u1ea3ng c\u00e1ch 5: <\/b>S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa d\u1ecbch v\u1ee5 mong \u0111\u1ee3i v\u00e0 d\u1ecbch v\u1ee5 h\u01b0\u1edfng th\u1ee5.<\/p>\n

Hay c\u00e1ch di\u1ec5n \u0111\u1ea1t kh\u00e1c v\u1ec1 m\u00f4 h\u00ecnh n\u00e0y nh\u01b0 sau:<\/p>\n

– Khoa\u0309ng ca\u0301ch 5:<\/b>\u00a0Hi\u1eb9\u0302u s\u00f4\u0301 gi\u01b0\u0303a ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 mong mu\u00f4\u0301n va\u0300 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 \u0111u\u031b\u01a1\u0323c thu\u0323 hu\u031b\u01a1\u0309ng – la\u0300 s\u01b0\u0323 c\u1ecd\u0302ng h\u01a1\u0323p cu\u0309a ca\u0301c khoa\u0309ng ca\u0301ch 1, 2, 3 va\u0300 4.<\/p>\n

– Khoa\u0309ng ca\u0301ch 1: <\/b>La\u0300 hi\u1eb9\u0302u s\u00f4\u0301 gi\u01b0\u0303a di\u0323ch vu\u0323 mong \u0111\u01a1\u0323i v\u01a1\u0301i nh\u1ea1\u0302n th\u01b0\u0301c cu\u0309a la\u0303nh \u0111a\u0323o v\u00ea\u0300 m\u01b0\u0301c ch\u00e2\u0301t lu\u031b\u01a1\u0323ng c\u00e2\u0300n pha\u0309i co\u0301, m\u01b0\u0301c ch\u00e2\u0301t lu\u031b\u01a1\u0323ng c\u00e2\u0300n pha\u0309i cung \u01b0\u0301ng. \u0110\u00ea\u0309 thu he\u0323p khoa\u0309ng ca\u0301ch: c\u00e2\u0300n pha\u0309i n\u0103\u0301m ro\u0303 nhu c\u00e2\u0300u kha\u0301ch ha\u0300ng, th\u01b0\u0323c hi\u1eb9\u0302n t\u00f4\u0301t co\u0302ng ta\u0301c cha\u0306m so\u0301c kha\u0301ch ha\u0300ng va\u0300 qua\u0309n l\u00ed<\/span> m\u00f4\u0301i quan h\u1eb9\u0302 kha\u0301ch ha\u0300ng.<\/p>\n

– Khoa\u0309ng ca\u0301ch 2:<\/b> La\u0300 qua\u0301 tri\u0300nh bi\u00ea\u0301n nh\u1ea1\u0302n th\u01b0\u0301c cu\u0309a la\u0303nh \u0111a\u0323o v\u00ea\u0300 nhu c\u00e2\u0300u kha\u0301ch ha\u0300ng tha\u0300nh ca\u0301c tho\u0302ng s\u00f4\u0301, ca\u0301c chi\u0309 tie\u0302u cu\u0323 th\u00ea\u0309 nh\u0103\u0300m thi\u00ea\u0301t k\u00ea\u0301 ra ca\u0301c di\u0323ch vu\u0323 \u0111a\u0301p \u01b0\u0301ng \u0111u\u0301ng nhu c\u00e2\u0300u cu\u0309a thi\u0323 tru\u031b\u01a1\u0300ng. \u0110\u00ea\u0309 thu he\u0323p khoa\u0309ng ca\u0301ch: c\u00e2\u0300n co\u0301 m\u1ecd\u0302t \u0111\u1ecd\u0302i ngu\u0303 thi\u00ea\u0301t k\u00ea\u0301 \u0111u\u0309 na\u0306ng l\u01b0\u0323c, co\u0301 chi\u0301nh sa\u0301ch \u0111\u1ecd\u0302ng vie\u0302n khuy\u00ea\u0301n khi\u0301ch ki\u0323p th\u01a1\u0300i.<\/p>\n

– Khoa\u0309ng ca\u0301ch 3<\/b>: La\u0300 qua\u0301 tri\u0300nh ta\u0323o ra va\u0300 cung \u01b0\u0301ng cho kha\u0301ch ha\u0300ng nh\u01b0\u0303ng di\u0323ch vu\u0323 theo \u0111u\u0301ng nhu\u031b nh\u01b0\u0303ng gi\u0300 \u0111a\u0303 thi\u00ea\u0301t k\u00ea\u0301. \u0110\u00ea\u0309 thu he\u0323p khoa\u0309ng ca\u0301ch: pha\u0309i co\u0301 \u0111\u1ecd\u0302i ngu\u0303 nha\u0302n vie\u0302n co\u0301 \u0111u\u0309 na\u0306ng l\u01b0\u0323c; chu\u00e2\u0309n bi\u0323 co\u031b s\u01a1\u0309 v\u1ea1\u0302t ch\u00e2\u0301t, b\u00f4\u0301 tri\u0301 nha\u0302n vie\u0302n cung \u01b0\u0301ng di\u0323ch h\u01a1\u0323p l\u00ed<\/span>.<\/p>\n

– Khoa\u0309ng ca\u0301ch 4: <\/b>La\u0300 khoa\u0309ng ca\u0301ch gi\u01b0\u0303a th\u01b0\u0323c t\u00ea\u0301 cung \u01b0\u0301ng di\u0323ch vu\u0323 va\u0300 tho\u0302ng tin ra be\u0302n ngoa\u0300i v\u00ea\u0300 di\u0323ch vu\u0323 se\u0303 cung \u01b0\u0301ng. \u0110\u00ea\u0309 thu he\u0323p khoa\u0309ng ca\u0301ch: ta\u0306ng cu\u031b\u01a1\u0300ng cung \u01b0\u0301ng di\u0323ch vu\u0323 co\u0301 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng theo \u0111u\u0301ng tho\u0302ng tin v\u00ea\u0300 di\u0323ch vu\u0323 \u0111u\u031b\u01a1\u0323c \u0111u\u031ba t\u01a1\u0301i kha\u0301ch ha\u0300ng.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Qu\u1ea3n l\u00ed ch\u1ea5t l\u01b0\u1ee3ng, PGS.TS. Tru\u031bo\u031bng \u0110oa\u0300n Th\u00ea\u0309, B\u1ed9 K\u1ebf ho\u1ea1ch v\u00e0 \u0110\u1ea7u t\u01b0, C\u1ee5c Ph\u00e1t tri\u1ec3n Doanh nghi\u1ec7p, 2012.\u00a0Ca\u0301c mo\u0302 hi\u0300nh \u0111o lu\u031b\u01a1\u0300ng ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 nga\u0302n ha\u0300ng, Nguy\u1ec5n Th\u00e0nh C\u00f4ng, Tru\u031b\u01a1\u0300ng \u0110a\u0323i ho\u0323c Nga\u0302n ha\u0300ng TP. H\u1ed3 Ch\u00ed Minh. Qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, Trung t\u00e2m \u0110\u00e0o t\u1ea1o t\u1eeb xa, \u0110\u1ea1i h\u1ecdc Kinh t\u1ebf Qu\u1ed1c d\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n M\u00f4 h\u00ecnh 5 kho\u1ea3ng c\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 (ti\u1ebfng Anh: Gap Model of Service Quality) l\u00e0 m\u1ed9t m\u00f4 h\u00ecnh ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, trong \u0111\u00f3 vi\u1ec7c \u0111\u1ea3m b\u1ea3o v\u00e0 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 th\u1ef1c ch\u1ea5t l\u00e0 gi\u1ea3m v\u00e0 xo\u00e1 b\u1ecf c\u00e1c kho\u1ea3ng c\u00e1ch.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[416],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27470"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=27470"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27470\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=27470"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=27470"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=27470"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}