Professional Documents
Culture Documents
Lp CNT49H2 Nhm 14
BO CO BI TP LN
MN: PHN TCH THI T K H TH!NG " TI: #$N L% KHCH &N HONG H
GIO VI'N HNG ()N: L' TR THNH NH*M TH+C HIN: ,THNH VI'N: ,. NG$/0N AN &1N 2. 3 CNG T$/ N 4. L' V5N &NG
I.
6T V7N " ,. M89 :;9< Ngnh Du Lch l mt ngnh kinh doanh c t rt lu trn th gii.ti cc n c !ht tri"n#ngnh Du Lch !ht tri"n ht $%c mnh m& ' co$lo(i) nhu*n cao 'i $+ h, tr- ./c l+c c0a c1ng ngh2 th1ng tin trong t3 ch%c ' hot .ng.ti n c ta ngnh Du Lich c th" . -c 45m l mt ngnh kinh doanh lu .6i.Nh ng trong nh7ng n8m g9n .:#ngnh Du Lch mi th+c $+ !ht tri"n '; <u: moocung4 nh =nh h >ng c0a no$trong cc l?nh '+c kinh t 4@ hi ng: cng . -c m> rng. Au: nhin 'i2c %ng dBng c1ng ngh2 th1ng tincho ngnh Du Lch c0a n c ta cCn hn ch. Arong DEi c=nh .#'i2c 4: d+ng ch Fng trGnh <u=n lH khch $n cho ngnh Du Lch l '1 cIng c9n thit nhJm nng cao hi2u <u= kinh doanh cKng nh cht l -ng !hBc 'B khch hng. 2. G=>= ?<=@A BC= ?DEF Li ton <u=n lH khch $n .Mt ra :u c9u 4: d+ng mt gi=i !h! c1ng ngh2 th1ng tin kh= thi# !hI h-! '; <u: m1 !ht tri"n ' kh= n8ng .9u t c0a khch $n 'a ' nhN > n c ta . O" gi=i <u:t Di taon$ trn cF $> th+c t# chPng 5m .@ tin hnh kh=o $t ' th+c nghi2m Di ton <u=n lH khch $n ti khch $n Qong Q.
II.
,. HDH? :IFJ 9KL <@ ?<MFJ <=@F ?H= Rhch $n Qong Q l khch $n hot .ng lu n8m . Au: nhin# cc khu trong c1ng tc <u=n lH ' kinh doanh cCn mang nMng tSnh cht th0 c1ng. T1 hGnh hot .ng c0a h2 thEng . -c m1 t= <ua cc $F .U $au.
2. N<NF OP? QC J=R= S<ES T<U9 S<89 #AV ?WXF< ?<K 9YFJ Z[L ?W\F ]^9 FJ_`= aC 9<;F< :b BI9 FI F<cFJ F<_d9 :=ef ]LA Vi2c l u tr7 hU $F c0a khch hng cKng nh cc th1ng tin c9n thit trong c1ng tc thanh ton .;u . -c tin hnh th0 c1ng DJng $3 $ch ' cc ch%ng t 'i mt $E l -ng ln ' l u tr7 trong nhi;u n8m# chSnh 'G '*: g: ra nhi;u kh kh8n trong c1ng tc <u=n lH# tEn nhi;u th6i gian ' c1ng $%c cho nh7ng ng 6i tr+c ti! .i;u hnh 'i nh7ng Di2n !h! D=o <u=n ' hGnh th%c ki"m tra# ki"m k !h%c t!. Rhi l u tr7 th1ng tin DJng !h Fng !h! tru:;n thEng# nu c $ai $t thG 'i2c $Wa .3i kh kh8n ' $& rt kh1ng ha: nu !h=i $Wa .3i nhi;u l9n. AEn nhn l+c 'G trong m,i khu c9n mt $E ng 6i <u=n lH ' giP! 'i2c. Vi2c .8ng kH thu !hCng 'i mt $E l -ng khch ln .1i khi r 6m r ' mt th6i gian. Rhch $n kh1ng ! dBng 'i2c tin hXc ha ' cc !h Fng ti2n <u=n lH hi2n .i lm gi=m u: tSn c0a khch $n.
Rhch $n kh1ng th" m> rng kinh doanh nu kh1ng <u=ng co ' thu hPt khch hng trong khi 'i2c cnh tranh trong ngnh kinh doanh khch $n ng: cng mnh m&.
C<;F< F<cFJ F<_d9 :=ef Fg= ?W\F aC f89 ?=\A FhFJ 9LD 9<i? a_dFJ S<89 Q8 T<E9< <CFJ QC jARF ak <=@A jAR Q=@9 T=F< ZDLF< 9KL T<E9< ]HFl H@ ?<MFJ jARF ak T<E9< ]HF ?;9< <dS mnB :_d9 OhV Z[FJ Z[L ?W\F F<A 9oA ?=F <p9 <gL 9YFJ Q=@9 T=F< ZDLF< T<E9< ]HF HDCFJ HC. 4. CE9 V\A 9oA :M= Q>= <@ ?<MFJ f>= 4.,. /\A 9oA Qq ?;F< FrFJ <@ ?<MFJ f>= A+ .ng ha cc tc nghi2! c0a h2 thEngY .Mt !hCng t+ .ng# <u=n lH khch 'o t+ .ng# t+ .ng ha c1ng 'i2c tSnh ton nh in ha .Fn# t3ng h-! doanh thuZnhJm lm t8ng hi2u $ut 4W lH ' tSnh chSnh 4c trong khi !hBc 'B khch hng.
D7 li2u . a ' . -c ki"m tra ' chu[n ha .=m D=o $+ .Png ./n ' chMt ch&. \F $> d7 li2u h2 thEng .9: .0 ' thEng nht <u=n lH hot .ng khch 'o khch $n# $W dBng dch 'B# thanh ton ' khch ra khNi khch $n. \ung c! .9: .0# chSnh 4c cc th1ng tin '; khch $nY $E !hCng# loi !hCng# cc dch 'BZ \ho !h]! t+ .ng ha 'i2c .Mt !hCng th+c hi2n D>i chSnh khch hng th1ng <uan mng ^nt5rn5t# th+c hi2n D>i nhn 'in <ua giao di2n c0a h2 thEng. \ho !h]! khch hng tru: 'n cc th1ng tin '; khch $n th1ng <ua mng ^nt5rn5t linh .ng# nhanh ' chSnh 4c. Q2 thEng to ra cc Do co# !hn tSch '; hot .ng kinh doanh c0a khch $n.
4.2. 9E9 V\A 9oA T<E9 :M= Q>= <@ ?<MFJ f>= Q2 thEng tin c*: ' chSnh 4c# giao di2n than thi2n d_ $W dBng# h2 thEng linh .ng# d7 li2u tru: c*! nhanh. Q2 thEng .=m D=o D=o m*t cho ng 6i $W dBng# .=m D=o ng 6i dIng th+c hi2n .Png !hm 'i ch%c n8ng.
Vi nhng yu cu t ra, chng em la chn cc phng php v c!ng c" # pht tri#n h$ th%ng &c tr'nh ( y tr)ng phn *i +y,
I.
`trang $aua
#L T<MFJ K\
T<A ?=qF
T<MFJ T\ a_dFJ T<E9< T<MFJ T\ ?XF< ?WHFJ S<wFJ T<MFJ T\ ?XF< ?WHFJ ?<A\ S<wFJ T<MFJ T\ ZDLF< ?<A
II.
B=eA f|A
LDH= P<wFJ
dj ll
ifghD kf ghD
jl
mnf ghD
mff ghD
jm
nfj ghD
ncj ghD
A3ng cng
mdd
An khch
Oa cho
Loi !hCng
hE l -ng
An khch
Oa cho
Ng: thu
Ng: tr=
Loi !hCng
hE l -ng
n.P<=yA :rFJ Tk ?<A\ S<wFJ: bQ^pg OqNr Rs AQgt bQuNr QX tn khch hngYZZZZZZZZZZZZ. hE \TANDYZZZZZZZZZZZZZZZ Oa choYZZZZZZZZZZZZZZZZZ Oi2n thoiYZZZZZZZZZZZZZZZ... An !hCng hE l -ng OFn gi Ng: thu Ng: tr= rhi chP Ahnh ti;n
f.P<=yA V\A 9oA Zu9< Q8 9KL T<E9< <CFJ: bQ^pg vtg \wg Dx\Q Vy \z{ RQ|\Q Q}Nr Ng:Z..thngZ..n8m..djjZ. QX tn khch hngYZZZZZZZZZZZZ. hE \TANDYZZZZZZZZZZZZZZZ Oa choYZZZZZZZZZZZZZZZZZ Oi2n thoiYZZZZZZZZZZZZZZZ... Loi dch 'B hE l -ng Ah6i gian
}.BRFJ T\ 9E9 aDH= Zu9< Q8 9KL T<E9<: L~Nr Rt Dx\Q Vy \z{ RQ|\Q Q}Nr Ng:Z..thngZ..n8m..djjZ. hE AAYZZZ QX tn khch hngYZZZZZZZZZZZZ. hE \TANDYZZZZZZZZZZZZZZZ Oa choYZZZZZZZZZZZZZZZZZ Oi2n thoiYZZZZZZZZZZZZZZZ... Loi dch 'B hE l -ng Ah6i gian \hi !hS
L_ An
Rhch hng
~. HgL :sF ?<LF< ?DEF: Q{ ON AQ{NQ A|N Ng:ZZ.thngZZn8m djjZZZ. hE bhiuYZZZZ.. QX tn khch hngYZZZZZZZZZZZZ. hE \TANDYZZZZZZZZZZZZZZZ Oa choYZZZZZZZZZZZZZZZZZ Oi2n thoiYZZZZZZZZZZZZZZZ...
hE AA
LH do
hE ti;n
L_ tn
R Aon
Rhch hng
III.
bhiu thu Y T@ !hiu thu # ng: l*! # m@ khch hng# tn khch hng # $E \TND # .a cho khch hng # $E ti;n .Mt tr c # :u c9u . Qa .Fn thanh ton Y T@ ha .Fn # m@ !hiu thu # tn khch hng # $E \TND # th1ng tin '; !hCng thu $E !hCng # tGnh trng !hCng # gi !hCng # $E ng: > # thnh ti;n # t3ng ti;n dch 'B # t3ng ti;n thanh ton Qa .Fn dch 'BY hE ha .Fn dch 'B # ng: l*! m@ khch hng # tn khch hng # $E \TND # th1ng tin '; dch 'B m@ dch 'B # tn dch 'B # ng: $W dBng # th6i l -ng $W dBng # thnh ti;n Dch 'B Y T@ dch 'B # tn dch 'B # .Fn gi # m1 t= khc . Rhch hng Y T@ khch hng # \TND# .a cho # .i2n thoi # <uEc tch # $E h chiu bhCng Y hE !hCng # loi !hCng # di2n tSch # tGnh trng # .Fn gi Ai2n nghi Y T@ ti2n nghi # tn ti2n nghi # tGnh trng # $E l -ng hi2n c d. MY <XF< R `trang $aua
\TND T@ RQ
Oa cho
hE h chi u
O8ng kH
AGnh trng
hE !hCng
\ T=@F FJ<=
An ti2n nghi T@ ti2n nghi AGnh trng hE l -ng
(u9< Q8
An dch 'B
OFn gi
T@ dch 'B
T1 t=
IV.
B=eA :t aAtFJ Zc a=@A f^9 FJc 9RF< QC ]s :t S<hF 9iS 9<^9 FrFJ 9KL <@ ?<MFJ f>=
Rhch hng
vu c9u .Mt !hCng # dch 'B # ti2n nghi Ahanh ton ti;n
Lo co thEng k
L !h*n <u=n lH
2. B=eA :t S<hF 9iS 9<^9 FrFJ 9KL <@ ?<MFJ f>= `trang $aua
#L T<MFJ K\
T<A ?=qF
T<MFJ T\ a_dFJ T<E9< T<MFJ T\ ?XF< ?WHFJ S<wFJ T<MFJ T\ ?XF< ?WHFJ ?<A\ S<wFJ T<MFJ T\ ZDLF< ?<A
, , #ARF ak :? S<wFJ
d c Dh khch e Rhch i k Dh .Mt !hCng n
, #ARF ak Zu9< Q8
mj f
Dch 'B
mj mm
,
md Dh !hCng l Dh !hCng l Dch 'B mn Dh .Mt !hCng mf mc ml Qa .Fn md
#ARF ak T<E9< WL
l l ml
mi
Lan <u=n lH
me
mY vu c9u .Mt !hCng dY Ar= l6i :u c9u .Mt !hCng lY Ah1ng tin !hCng nYAh1ng tin !hCng .Mt fY Ah1ng tin khch cY vu c9u thu !hCng eY Ar= l6i :u c9u thu !hCng iY vu c9u dch 'B kY Ar= l6i :u c9u dch 'B mjY Ah1ng tin $W dBng dch 'B mmY vu c9u tr= !hCng mdY Qa .Fn mlY Ah1ng tin dch 'B mnY Ah1ng tin ti2n nghi mfY Ah1ng tin .Mt !hCng mcY vu c9u Do co meY Lo co miY vu c9u c*! nh*t th1ng tin ti ngu:n n. B=eA :t aAtFJ Zc a=@A f^9 , `Arang $aua
#ARF ak :? S<wFJ
vu c9u .Mt !hCng Rhch bhCng Ah1ng tin .Mt !hCng m d l OMt !hCng bhCng trEng
bhCng trEng
2 ? S<wFJ
mY Ar= l6i :u c9u !hCng .Mt dY bhCng . -c .Mt lY Ah1ng tin .Mt !hCng
#ARF ak T<E9< QCD Rhch Ah1ng tin nh*n !hCng m d d vu c9u nh*n !hCng
2
bhCng
2 K=ef ?WL
OMt !hCng
vu c9u thu !hCng Rhch Ah1ng tin nh*n !hCng bhCng trEng Ah1ng tin ki"m tra Rhch Ah1ng tin khch bhCng trEng
2 Ri"m Ara
#ARF ak Zu9< Q8 vu c9u '; dch 'B Rhch Ar= l6i :u c9u dch 'B
m Dch 'B
Rhch
2 Ahanh ton
bhCng l
2 ch5ck out
mYAh1ng tin '; ch5ck ^n dY hE ti;n cho dch 'B khch $W dBng lY Ah1ng tin !hCng ArEng
bhCng m
Loi !hCng d
2 u=n lH !hCng
Lan <u=n lH
fY vu c9u c*! nh*t th1ng tin !hCng cY vu c9u c*! nh*t th1ng tin loi !hCng eY vu c9u c*! nh*t th1ng tin dch 'B iY vu c9u c*! nh*t th1ng tin ti2n nghi
Dch 'B m
d
l
Lan <u=n lH
Ai2n nghi
bhCng
Qa OFn
Loi !hCng
Rhch
mY vu c9u '; Do co dY Ah1ng tin dch 'B lY Ah1ng tin ti2n nghi nY Ah1ng tin !hCng fY Doanh thu
cY Ah1ng tin khch eY Ah1ng tin loi !hCng iY OMt !hCng Ri"m tra kY Danh $ch cc Do co
V.
,. CE9 BRFJ Zc a=@A P<=yA ?<A\ Y T@ !hiu thu # ng: l*! # m@ khch hng# tn khch hng # $E \TND # .a cho khch hng # $E ti;n .Mt tr c # :u c9u . HgL :sF ?<LF< ?DEF Y T@ ha .Fn # m@ !hiu thu # tn khch hng # $E \TND # th1ng tin '; !hCng thu $E !hCng # tGnh trng !hCng # gi !hCng # $E ng: > # thnh ti;n # t3ng ti;n dch 'B # t3ng ti;n thanh ton HgL :sF Zu9< Q8Y hE ha .Fn dch 'B # ng: l*! m@ khch hng # tn khch hng # $E \TND # th1ng tin '; dch 'B m@ dch 'B # tn dch 'B # ng: $W dBng # th6i l -ng $W dBng # thnh ti;n (u9< Q8 Y T@ dch 'B # tn dch 'B # .Fn gi # m1 t= khc . K<E9< <CFJ Y T@ khch hng # \TND# .a cho # .i2n thoi # <uEc tch # $E h chiu P<wFJ Y hE !hCng # loi !hCng # di2n tSch # tGnh trng # .Fn gi T=@F FJ<= Y T@ ti2n nghi # tn ti2n nghi # tGnh trng # $E l -ng hi2n c d. MY <XF< jALF <@ J=c 9E9 BRFJ `trang $aua
K<E9< <CFJ T@ khch hng \TND Oa cho Oi2n thoi uEc tch hE h chiu
P<=yA ?<A\ T@ !hiu thu Ng: l*! T@ khch hng An khch hng hE \TND hE ti;n .Mt tr c vu c9u .
HgL :sF ?<LF< ?DEF T@ ha .Fn T@ !hiu thu An khch hng hE \TND Ah1ng tin '; !hCng thu
T=ef ?WL P<wFJ T@ khch hE !hCng hE !hCng Loi !hCng Di2n tSch AGnh trng
(u9< Q8 HgL :sF Zu9< Q8 hE ha .Fn dch 'B Ng: l*! T@ khch hng An khch hng hE \TND Ah1ng tin '; dch 'B T@ dch 'B An dch 'B OFn gi T1 t= khc T=@F FJ<= T@ ti2n nghi An ti2n nghi AGnh trng hE l -ng hi2n c