ANH HUONG CUA CHAT LUQNG DICH VY QUAN LY CHUNG CU TOI SU HAI LONG CUA NGUOI DAN SONG TRONG CHUNG CU: NGHIEN CUU THUC NGHIEM TREN DIA BAN HA NOI ‘Truong Tudn Anh*, Trin Hoai Nam**, Pham Huong Giang*** Ngiy nbjn: 21/6/2014 ‘Ngiy nin ban site: 20/7/2014 ‘Negay duyét dang: 25-7/2014 Tom tit Hogt déng quin bj chung cu tai Viét Nam la dp béi Ban Quan Ij nha chung cxe do chi dd te tanh lp, quyét dink thay ét loai hink dich vu atic thi, da phan duoc cung sha cung cdp dich vu la kha khé khan. Nghién cinu nay nhim muc tiéu (1) danh gid due mite d6 hai long ciia ngudi dan séng trong chung cur; (2) lam 70 mdi quan he gita chat hegmg dich vu qui If chung cue va sy Adi Teng ctta ngudi dain sng trong chung cw. Két qud nghién citu trén dia bin Ha NOi cho thdy rang (1) gud dan hién nay khong hai long véi chat lugng ctia dich vu quan bi chung cu; (2) Co 3 niin 16 thube chit eomg dich vu quan 15 chung cw c6 dink hucing 16% su hai long cita ngwéi dén, trong dé nhan t6 “Pam bao an todn va xit lf cate su cd phat sinh” c6 téc d6ng tich cue va tée déng manh nhdt 161 mite 46 hai long cia ngudi dan chung cx. Tir khéa: chung cu; dich vy quan ly chung cu; chdt hegng dich vy; aha 6. 1. Gigi thigu Bring trén géc d6 ngudi din (khich hang) tree Khi mua nha tgi cdc khu 6 thi méi, hode cdc khu chung cu, ho thudng cé diéu kién quan tim va xem xét ky dén cdc yéu t6 hiu hinh vé quy hoach co so ha ting ky thudt, ha ting xd hoi nhu giao thong, tnuimg hoe, bénh vign, vé sinh méi trong, cdy xanh tham 6, tréng gilt xe 6 t6, nha hang, giai tri, siéu thi... Tuy nhién, dén khi duge ban giao nha va chuyén vao sinh séng, ngudi din méi thyc sy cdm nhin dugc tim quan trong cia dich vu quan iy ching cu d4i vai cudc séng cua ho. Hoat déng quan ly chung cu tai Vigt Nam 1a mét loai hinh dich vy ac thi, da phan dich vu niy duge ung cdp bai Ban quan If nha chung cv do ch dau tu thanh lap, quyét dinh thay di nha cung cp dich vu 14 kha kh6 khan, do dé vigc mang dén sy hai long cho ngudi dan 14 tréch nhiém xa h@i cia don vi quan ly chung cw. Sé 205(1D) thang 7/2014 97 Neghién cttu thyc trang chat Iugng dich vu quan ly chung cu tai Ha Ndi, (Truong Tuan Anh va cGng su, 2013) nhan thay chit hrong dich vu quan ly chung cur dang bj nguéi dan danh gia chi & mite trung binh, Bai viét nay sé lam 16 mic d6 bai léng va anh huéng cia cae thanh phn phan anh chit lugng dich ‘vu quan ly chung cur dén sur hai long cia ngudi din séng trong chung cu. 2. Téng quan nghién cru 2.1. Chét leong dich vy 2.1.1. Khdi niém vé chat lugng dich vg Chat Ivong dich vu 14 mét chi dé thu hut duce nhiéu nghién ciru va tranh Inn cita cic hoc gia boi sy kho khin trong ca dinh nghia va do luémg. Phin I6n cdc nha nghién ciru déu dua ra cac dinh ngbia vé chat Iuong dich vu xét trong mitc 46 d4p img nhu cu va mong muén cua khdch hang, Grénroos inh té; Nguyén Huy Phong va Pham Ngge Thily (2007), ‘SERVQUAL hay SERVPERF-Mt nghién etm so sénh trong nga siéu thy ban lé Vigt Nam’, Tp chi phat trién Khoa hoc va Cong nghé, 10(08), 24-32. Oliver, R.L. (1981), “Measurement and Evaluation of Satisfaction Processes in Retail Settings’, Journal of Retailing 513), 25-25. Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985), ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, The Journal of Marketing, 49(Fall), 41-50. Parasuraman, A., Zeithaml, V.A. & Berry, LL. (1988), ‘SERVQUAL: A Multiple-Item Scale for Measuring Com 86 205(1D thing 72014 106 Ain teh trisumer Perceptions of Service Quality’, Journal of Retailing, 64(1), 12-40 Seth, N., Deshmukh, $.G. & Vrat, P. (2005), ‘Service quality models: a review’, International Journal of Quality & Reliability Management, 22(9), 913-949, ‘Truong Tuin Anh., Tran Hoai Nam. & Pham Huong Giang. (2013), ‘Dénb gid chit lurgng dich vu quan ly chung cu tai Ha N6i’, Tap Chi Kinh Té & Phat Trién, 193(41), 98-107. ‘Yau, Y. & Ho, D.C.W (2009), ‘The effects of building management practices on residential property prices in Hong Kong’, Journal of Building Appraisal, 4(3), 157-167. zeit V-A. (1988), ‘Consumer Perceptions Of Price, Quality, And Value: A Means’, Journal of Marketing, $2(3), Impact of condominium management service quality on resident satisfaction: An empirical study in Hanoi Abstract: Condominium management is a distinctive service in Viemam, which is mostly provided by the condomini- uum management service provider founded by the project investor. This research aims to (1) evaluate con- dominium household's satisfaction from using the condominium management service; (2) elucidate the relationship between condominium service quality and customer satisfaction. The findings from an empir- ical study in Hanoi reveals that (1) condominium households do not satisfy with the service; (2) there are three components of condominium management service quality affecting customer satisfaction in which “securing safety and resolving problems” is the most important component. Thong tin tac gid: *Tnrong Tudn Anh, thac st - Té chite tic gid cng tic: Khoa Quan tri kinh doanh, Dat hoc Kinh té quéc dén = Link vse nghién citu chinh: Quan tri die an, quan tri xdy dung, chdt wong dich vu, su hai tng ctia khéch hang, doanh nghiép xd hot = Dia chi lién hé: Bia chi email: ankit@neu.edu.vn **Trin Hodi Nam, thac st - Té chute tac gid céng tie: Khoa Quin tri kink doanh, Dai hoc Kinh té quoc dén ~ Dia chi lién hé: Dia chi email: namth@neu.edu.vn ***Phgm Heong Giang, thac st = 16 chite téc gid céng téc: Khoa Kinh té quoc té- Dai hoc Ngoai thong = Dia chi lién hé: Bia chi email: phamgiang05@gmail.com ‘56 205(1D thing 72014 107 inh tesPhat trie