{"id":27651,"date":"2023-12-07T04:40:33","date_gmt":"2023-12-07T04:40:33","guid":{"rendered":"https:\/\/masterskills.org\/blog\/mo-hinh-ipa-importance-performance-analysis-la-gi.html"},"modified":"2023-12-22T16:52:22","modified_gmt":"2023-12-22T09:52:22","slug":"mo-hinh-ipa-importance-performance-analysis-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/mo-hinh-ipa-importance-performance-analysis-la-gi.html","title":{"rendered":"M\u00f4 h\u00ecnh IPA (Importance-performance analysis) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: Theentrepreneurfund)<\/p>\n<\/figcaption><\/figure>\n

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

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

M\u00f4 h\u00ecnh IPA<\/b> trong ti\u1ebfng Anh g\u1ecdi l\u00e0: Importance-performance analysis.<\/b><\/p>\n

M\u00f4 h\u00ecnh IPA<\/b> do Martilla & James x\u00e2y d\u1ef1ng v\u00e0o n\u0103m 1977 v\u1ec1 \u201cM\u1ee9c \u0111\u1ed9 quan tr\u1ecdng v\u00e0 th\u1ef1c hi\u1ec7n d\u1ecbch v\u1ee5\u201d. M\u00f4 h\u00ecnh \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 d\u1ef1a v\u00e0o s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa \u00fd ki\u1ebfn kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng c\u1ee7a c\u00e1c ch\u1ec9 ti\u00eau v\u00e0 m\u1ee9c \u0111\u1ed9 th\u1ef1c hi\u1ec7n c\u00e1c ch\u1ec9 ti\u00eau c\u1ee7a nh\u00e0 cung \u1ee9ng d\u1ecbch v\u1ee5 (I-P gaps).<\/p>\n

M\u00f4 h\u00ecnh n\u00e0y ph\u00e2n lo\u1ea1i nh\u1eefng thu\u1ed9c t\u00ednh \u0111o l\u01b0\u1eddng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, cung c\u1ea5p cho nh\u00e0 cung \u1ee9ng d\u1ecbch v\u1ee5 nh\u1eefng th\u00f4ng tin b\u1ed5 \u00edch v\u1ec1 \u0111i\u1ec3m m\u1ea1nh, \u0111i\u1ec3m y\u1ebfu c\u1ee7a nh\u1eefng d\u1ecbch v\u1ee5 m\u00e0 m\u00ecnh cung c\u1ea5p cho kh\u00e1ch h\u00e0ng. T\u1eeb \u0111\u00f3, nh\u00e0 qu\u1ea3n tr\u1ecb cung \u1ee9ng d\u1ecbch v\u1ee5 s\u1ebd c\u00f3 nh\u1eefng quy\u1ebft \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c \u0111\u00fang \u0111\u1eafn \u0111\u1ec3 n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/p>\n

S\u01a1 \u0111\u1ed3 IPA<\/font><\/h3>\n

K\u1ebft qu\u1ea3 t\u1eeb s\u1ef1 ph\u00e2n t\u00edch m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng v\u00e0 m\u1ee9c \u0111\u1ed9 th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n l\u00ean s\u01a1 \u0111\u1ed3 IPA v\u1edbi tr\u1ee5c tung (Y) th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng v\u00e0 tr\u1ee5c ho\u00e0nh (X) th\u1ec3 hi\u1ec7n m\u1ee9c \u0111\u1ed9 th\u1ef1c hi\u1ec7n.<\/p>\n

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H\u00ecnh 1: M\u00f4 h\u00ecnh ph\u00e2n t\u00edch m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng v\u00e0 th\u1ef1c hi\u1ec7n d\u1ecbch v\u1ee5 IPA<\/p>\n<\/figcaption><\/figure>\n

– Ph\u1ea7n t\u01b0 th\u1ee9 1 (T\u1eadp trung ph\u00e1t tri\u1ec3n)<\/b>: Nh\u1eefng thu\u1ed9c t\u00ednh n\u1eb1m \u1edf ph\u1ea7n t\u01b0 n\u00e0y \u0111\u01b0\u1ee3c xem l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, nh\u01b0ng m\u1ee9c \u0111\u1ed9 th\u1ef1c hi\u1ec7n c\u1ee7a nh\u00e0 cung \u1ee9ng d\u1ecbch v\u1ee5 r\u1ea5t k\u00e9m. <\/p>\n

K\u1ebft qu\u1ea3 n\u00e0y gi\u00fap cho nh\u00e0 qu\u1ea3n tr\u1ecb d\u1ecbch v\u1ee5 cung \u1ee9ng ch\u00fa \u00fd nh\u1eefng thu\u1ed9c t\u00ednh n\u00e0y, t\u1eadp trung ph\u00e1t tri\u1ec3n m\u1ee9c \u0111\u1ed9 cung \u1ee9ng d\u1ecbch v\u1ee5 nh\u1eb1m th\u1ecfa m\u00e3n kh\u00e1ch h\u00e0ng.<\/p>\n

– Ph\u1ea7n t\u01b0 th\u1ee9 2 (Ti\u1ebfp t\u1ee5c duy tr\u00ec):<\/b> Nh\u1eefng thu\u1ed9c t\u00ednh n\u1eb1m \u1edf ph\u1ea7n t\u01b0 n\u00e0y \u0111\u01b0\u1ee3c xem l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung \u1ee9ng d\u1ecbch v\u1ee5 c\u0169ng \u0111\u00e3 c\u00f3 m\u1ee9c \u0111\u1ed9 th\u1ec3 hi\u1ec7n r\u1ea5t t\u1ed1t. Nh\u00e0 qu\u1ea3n tr\u1ecb cung \u1ee9ng d\u1ecbch v\u1ee5 n\u00ean ti\u1ebfp t\u1ee5c duy tr\u00ec v\u00e0 ph\u00e1t huy th\u1ebf m\u1ea1nh n\u00e0y.<\/p>\n

– Ph\u1ea7n t\u01b0 th\u1ee9 3 (H\u1ea1n ch\u1ebf ph\u00e1t tri\u1ec3n):<\/b> Nh\u1eefng thu\u1ed9c t\u00ednh n\u1eb1m \u1edf ph\u1ea7n t\u01b0 n\u00e0y \u0111\u01b0\u1ee3c xem l\u00e0 c\u00f3 m\u1ee9c \u0111\u1ed9 th\u1ec3 hi\u1ec7n th\u1ea5p v\u00e0 kh\u00f4ng quan tr\u1ecdng \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng. Nh\u00e0 qu\u1ea3n tr\u1ecb cung \u1ee9ng d\u1ecbch v\u1ee5 n\u00ean h\u1ea1n ch\u1ebf ngu\u1ed3n l\u1ef1c ph\u00e1t tri\u1ec3n nh\u1eefng thu\u1ed9c t\u00ednh n\u00e0y.<\/p>\n

– Ph\u1ea7n t\u01b0 th\u1ee9 4 (Gi\u1ea3m s\u1ef1 \u0111\u1ea7u t\u01b0):<\/b> Nh\u1eefng thu\u1ed9c t\u00ednh n\u1eb1m \u1edf ph\u1ea7n t\u01b0 n\u00e0y \u0111\u01b0\u1ee3c xem l\u00e0 kh\u00f4ng quan tr\u1ecdng \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, nh\u01b0ng m\u1ee9c \u0111\u1ed9 th\u1ec3 hi\u1ec7n c\u1ee7a nh\u00e0 cung \u1ee9ng r\u1ea5t t\u1ed1t. C\u00f3 th\u1ec3 xem s\u1ef1 \u0111\u1ea7u t\u01b0 qu\u00e1 m\u1ee9c nh\u01b0 hi\u1ec7n t\u1ea1i l\u00e0 v\u00f4 \u00edch. Nh\u00e0 qu\u1ea3n tr\u1ecb cung \u1ee9ng d\u1ecbch v\u1ee5 n\u00ean s\u1eed d\u1ee5ng ngu\u1ed3n l\u1ef1c n\u00e0y t\u1eadp trung ph\u00e1t tri\u1ec3n nh\u1eefng thu\u1ed9c t\u00ednh kh\u00e1c.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: \u1ee8ng d\u1ee5ng m\u00f4 h\u00ecnh IPA nh\u1eb1m ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m cho vay mua \u00f4 t\u00f4 t\u1ea1i Ng\u00e2n h\u00e0ng TMCP \u0110\u1ea7u t\u01b0 v\u00e0 Ph\u00e1t tri\u1ec3n Vi\u1ec7t Nam – Chi nh\u00e1nh Tr\u00e0 Vinh, ThS. L\u00ea Trung Hi\u1ebfu, ThS. L\u00ea Th\u1ecb Thanh Th\u00fay, T\u1ea1p ch\u00ed C\u00f4ng th\u01b0\u01a1ng, )<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n M\u00f4 h\u00ecnh IPA (ti\u1ebfng Anh: Importance-performance analysis) l\u00e0 m\u00f4 h\u00ecnh v\u1ec1 m\u1ee9c \u0111\u1ed9 quan tr\u1ecdng v\u00e0 th\u1ef1c hi\u1ec7n d\u1ecbch v\u1ee5.\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\/27651"}],"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=27651"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27651\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=27651"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=27651"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=27651"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}