{"id":27475,"date":"2023-12-07T04:35:00","date_gmt":"2023-12-07T04:35:00","guid":{"rendered":"https:\/\/masterskills.org\/blog\/mo-hinh-rater-rater-model-la-gi-noi-dung.html"},"modified":"2023-12-22T15:13:05","modified_gmt":"2023-12-22T08:13:05","slug":"mo-hinh-rater-rater-model-la-gi-noi-dung","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/mo-hinh-rater-rater-model-la-gi-noi-dung.html","title":{"rendered":"M\u00f4 h\u00ecnh RATER (RATER model) l\u00e0 g\u00ec? N\u1ed9i dung"},"content":{"rendered":"
\n
\n
<\/div>
\n

H\u00ecnh minh ho\u1ea1 (Ngu\u1ed3n: simplesat)<\/p>\n<\/figcaption><\/figure>\n

M\u00f4 h\u00ecnh RATER<\/font><\/h2>\n

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

M\u00f4 h\u00ecnh RATER<\/b> trong ti\u1ebfng Anh \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 RATER model.<\/b><\/p>\n

M\u00f4 h\u00ecnh RATER <\/b>l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a n\u0103m ch\u1eef c\u00e1i \u0111\u1ea7u ti\u00ean c\u1ee7a n\u0103m ti\u00eau ch\u00ed c\u01a1 b\u1ea3n \u0111\u1ec3 \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a nh\u00f3m t\u00e1c gi\u1ea3\u00a0\u00a0Zeitham V.A.Parasurama v\u00e0 Leonard L.B.\u00a0<\/p>\n

H\u1ecd l\u00e0 m\u1ed9t trong nh\u1eefng t\u00e1c gi\u1ea3 nghi\u00ean c\u1ee9u \u0111\u01b0a ra nh\u1eefng ti\u00eau ch\u00ed \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c ch\u1ea5p nh\u1eadn r\u1ed9ng r\u00e3i nh\u1ea5t.<\/p>\n

T\u1eeb nh\u1eefng k\u1ebft qu\u1ea3 nghi\u00ean c\u1ee9u s\u00e2u r\u1ed9ng v\u1ec1 h\u00e0nh vi v\u00e0 \u0111\u00e1nh gi\u00e1 c\u1ee7a kh\u00e1ch h\u00e0ng nh\u00f3m t\u00e1c gi\u1ea3 n\u00e0y cho r\u1eb1ng, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 l\u00e0 s\u1ef1 k\u1ebft h\u1ee3p h\u00e0i ho\u00e0 th\u1ed1ng nh\u1ea5t gi\u1eefa nh\u1eefng \u0111\u1eb7c \u0111i\u1ec3m mang t\u00ednh h\u1eefu h\u00ecnh v\u00e0 v\u00f4 h\u00ecnh \u0111\u01b0\u1ee3c ph\u1ea3n \u00e1nh th\u00f4ng qua n\u0103m ti\u00eau th\u1ee9c vi\u1ebft t\u1eaft t\u1eeb c\u00e1c ch\u1eef c\u00e1i \u0111\u1ea7u l\u00e0 RATER.<\/p>\n

N\u1ed9i dung<\/font><\/h3>\n

– \u0110\u1ed9 tin c\u1eady (Reliability):<\/b> Kh\u1ea3 n\u0103ng th\u1ef1c hi\u1ec7n d\u1ecbch v\u1ee5 \u0111\u00e3 h\u1ee9u h\u1eb9n m\u1ed9t c\u00e1ch \u0111\u00e1ng tin c\u1eady v\u00e0 ch\u00ednh x\u00e1c. \u0110\u1ea3m b\u1ea3o ph\u1ee5c v\u1ee5 nhanh ch\u00f3ng k\u1ecbp th\u1eddi v\u00e0 nh\u1ea5t qu\u00e1n.<\/p>\n

– S\u1ef1 \u0111\u1ea3m b\u1ea3o (Assurance):<\/b> Ki\u1ebfn th\u1ee9c v\u00e0 c\u00e1c k\u0129 n\u0103ng c\u1ea7n thi\u1ebft \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c d\u1ecbch v\u1ee5 th\u1ec3 hi\u1ec7n t\u00ednh chuy\u00ean m\u00f4n cao, c\u0169ng nh\u01b0 kh\u1ea3 n\u0103ng g\u00e2y l\u00f2ng tin v\u00e0 s\u1ef1 t\u00edn nhi\u1ec7m c\u1ee7a h\u1ecd. S\u1ef1 chu \u0111\u00e1o, l\u1ecbch thi\u1ec7p trong ph\u1ee5c v\u1ee5 v\u00e0 t\u00f4n tr\u1ecdng kh\u00e1ch h\u00e0ng.<\/p>\n

– T\u00ednh h\u1eefu h\u00ecnh (Tangibles):<\/b> \u0110i\u1ec1u ki\u1ec7n v\u1eadt ch\u1ea5t, thi\u1ebft b\u1ecb, v\u00e0 h\u00ecnh th\u1ee9c b\u00ean ngo\u00e0i c\u1ee7a nh\u00e2n vi\u00ean ph\u1ee5c v\u1ee5. C\u00e1i h\u1eefu h\u00ecnh \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn nh\u1eadn th\u1ee9c v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. \u0110\u00f3 l\u00e0 m\u1ed9t t\u00edn hi\u1ec7u quan tr\u1ecdng ph\u1ea3n \u00e1nh v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a d\u1ecbch v\u1ee5.<\/p>\n

– S\u1ef1 th\u1ea5u c\u1ea3m (Empathy):<\/b> Kh\u1ea3 n\u0103ng hi\u1ec3u bi\u1ebft t\u00e2m l\u00ed t\u00ecnh c\u1ea3m c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00e2n thi\u1ec7n, th\u00f4ng c\u1ea3m v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng; c\u00e1c h\u00e0nh vi \u1ee9ng x\u1eed th\u00edch h\u1ee3p v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3, quan t\u00e2m ch\u00fa \u00fd t\u1edbi t\u1eebng c\u00e1 nh\u00e2n.<\/p>\n

– T\u00ednh tr\u00e1ch nhi\u1ec7m (Responsiveness): <\/b>S\u1eb5n s\u00e0ng cung c\u1ea5p d\u1ecbch v\u1ee5, gi\u00fap \u0111\u1ee1 kh\u00e1ch h\u00e0ng. C\u00f3 kh\u1ea3 n\u0103ng x\u1eed l\u00ed t\u00ecnh hu\u1ed1ng kh\u00e9o l\u00e9o.<\/p>\n

C\u00e1c y\u1ebfu t\u1ed1 tr\u00ean ph\u1ea3i k\u1ebft h\u1ee3p h\u00e0i ho\u00e0 th\u1ed1ng nh\u1ea5t v\u1edbi nhau trong qu\u00e1 tr\u00ecnh d\u1ecbch v\u1ee5. \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o d\u1ecbch v\u1ee5 c\u00f3 ch\u1ea5t l\u01b0\u1ee3ng cao c\u1ea7n ph\u1ea3i k\u1ebft h\u1ee3p c\u00e1c y\u1ebfu t\u1ed1 \u0111\u00f3 m\u1ed9t c\u00e1ch tinh t\u1ebf v\u00e0 nhu\u1ea7n nhuy\u1ec5n.<\/p>\n

M\u1ed9t trong nh\u1eefng kh\u00f3 kh\u0103n c\u1ee7a qu\u1ea3n l\u00ed ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 so v\u1edbi qu\u1ea3n l\u00ed ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n xu\u1ea5t l\u00e0 do t\u00ednh v\u00f4 h\u00ecnh c\u1ee7a d\u1ecbch v\u1ee5 n\u00ean kh\u00f3 \u0111o l\u01b0\u1eddng v\u00e0 kh\u00f3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c ti\u00eau chu\u1ea9n \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o \u0111\u1ed9 \u1ed5n \u0111\u1ecbnh th\u1ed1ng nh\u1ea5t c\u1ee7a d\u1ecbch v\u1ee5 cung c\u1ea5p.<\/p>\n

Tuy nhi\u00ean, vi\u1ec7c x\u00e1c \u0111\u1ecbnh \u0111\u01b0a ra nh\u1eefng ti\u00eau ch\u00ed \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 l\u00e0 r\u1ea5t c\u1ea7n thi\u1ebft t\u1ea1o c\u0103n c\u1ee9 quan tr\u1ecdng cho vi\u1ec7c th\u1ed1ng nh\u1ea5t th\u1ef1c hi\u1ec7n v\u00e0 \u0111\u00e1nh gi\u00e1 v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 cung c\u1ea5p c\u1ee7a m\u1ed9t doanh nghi\u1ec7p.<\/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)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n M\u00f4 h\u00ecnh RATER (ti\u1ebfng Anh: RATER model) l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a n\u0103m ch\u1eef c\u00e1i \u0111\u1ea7u ti\u00ean c\u1ee7a n\u0103m ti\u00eau ch\u00ed c\u01a1 b\u1ea3n \u0111\u1ec3 \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 do nh\u00f3m t\u00e1c gi\u1ea3 Zeitham V.A.Parasurama v\u00e0 Leonard L.B nghi\u00ean c\u1ee9u.\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\/27475"}],"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=27475"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27475\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=27475"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=27475"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=27475"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}