{"id":72772,"date":"2025-02-24T11:41:41","date_gmt":"2025-02-24T04:41:41","guid":{"rendered":"https:\/\/jobsgo.vn\/blog\/?p=72772"},"modified":"2025-03-16T09:29:28","modified_gmt":"2025-03-16T02:29:28","slug":"mo-hinh-rater","status":"publish","type":"post","link":"https:\/\/jobsgo.vn\/blog\/mo-hinh-rater\/","title":{"rendered":"M\u00f4 H\u00ecnh RATER L\u00e0 G\u00ec? 5 Y\u1ebfu T\u1ed1 Ch\u00ednh C\u1ee7a M\u00f4 H\u00ecnh RATER"},"content":{"rendered":"\n
Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u0111\u00e3 tr\u1edf th\u00e0nh y\u1ebfu t\u1ed1 then ch\u1ed1t gi\u00fap doanh nghi\u1ec7p t\u1ea1o d\u1ef1ng uy t\u00edn v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng. V\u1eady, <\/em>m\u00f4 h\u00ecnh RATER<\/em><\/strong><\/a> l\u00e0 g\u00ec, t\u1ea1i sao n\u00f3 l\u1ea1i \u0111\u01b0\u1ee3c coi l\u00e0 c\u00f4ng c\u1ee5 hi\u1ec7u qu\u1ea3 trong vi\u1ec7c \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5? B\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y s\u1ebd gi\u00fap b\u1ea1n hi\u1ec3u s\u00e2u h\u01a1n v\u1ec1 kh\u00e1i ni\u1ec7m, c\u00e1c th\u00e0nh ph\u1ea7n c\u1ea5u th\u00e0nh v\u00e0 c\u00e1ch \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh n\u00e0y m\u1ed9t c\u00e1ch nhanh ch\u00f3ng, hi\u1ec7u qu\u1ea3.<\/em><\/p>\n M\u1ee5c l\u1ee5c<\/p> Trong b\u1ed1i c\u1ea3nh kinh doanh c\u1ea1nh tranh gay g\u1eaft v\u00e0 y\u00eau c\u1ea7u ng\u00e0y c\u00e0ng kh\u1eaft khe c\u1ee7a kh\u00e1ch h\u00e0ng, vi\u1ec7c \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 tr\u1edf th\u00e0nh nhi\u1ec7m v\u1ee5 c\u1ea5p b\u00e1ch \u0111\u1ed1i v\u1edbi m\u1ecdi doanh nghi\u1ec7p. M\u00f4 h\u00ecnh RATER – vi\u1ebft t\u1eaft c\u1ee7a n\u0103m y\u1ebfu t\u1ed1: Reliability (Tin c\u1eady), Assurance (\u0110\u1ea3m b\u1ea3o), Tangibles (T\u00ednh h\u1eefu h\u00ecnh), Empathy (\u0110\u1ed3ng c\u1ea3m), Responsiveness (Tr\u00e1ch nhi\u1ec7m) – l\u00e0 m\u1ed9t trong nh\u1eefng c\u00f4ng c\u1ee5 h\u1eefu hi\u1ec7u \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p><\/blockquote>\n M\u00f4 h\u00ecnh RATER \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n d\u1ef1a tr\u00ean c\u00e1c nguy\u00ean l\u00fd c\u1ee7a l\u00fd thuy\u1ebft SERVQUAL, m\u00f4 h\u00ecnh ti\u00ean phong trong l\u0129nh v\u1ef1c qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. Qua nhi\u1ec1u n\u0103m nghi\u00ean c\u1ee9u v\u00e0 kh\u1ea3o s\u00e1t tr\u00ean di\u1ec7n r\u1ed9ng, c\u00e1c chuy\u00ean gia \u0111\u00e3 nh\u1eadn th\u1ea5y r\u1eb1ng n\u0103m y\u1ebfu t\u1ed1 tr\u00ean \u0111\u00f3ng vai tr\u00f2 c\u0103n b\u1ea3n g\u00f3p ph\u1ea7n t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. C\u00e1c nghi\u00ean c\u1ee9u \u0111\u1ecbnh l\u01b0\u1ee3ng, ph\u00e2n t\u00edch c\u00e1c \u0111\u00e1nh gi\u00e1 tr\u1ef1c tuy\u1ebfn t\u1eeb h\u00e0ng ng\u00e0n ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng:<\/p>\n Nh\u1eefng ph\u00e1t hi\u1ec7n n\u00e0y \u0111\u00e3 t\u1ea1o n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc cho vi\u1ec7c x\u00e2y d\u1ef1ng m\u00f4 h\u00ecnh RATER, t\u1eeb \u0111\u00f3 gi\u00fap c\u00e1c doanh nghi\u1ec7p c\u00f3 c\u00e1i nh\u00ecn t\u1ed5ng qu\u00e1t v\u00e0 chi ti\u1ebft h\u01a1n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd \u0111ang cung c\u1ea5p.<\/p>\n M\u1ed7i y\u1ebfu t\u1ed1 trong m\u00f4 h\u00ecnh RATER \u0111\u1ec1u c\u00f3 vai tr\u00f2 ri\u00eang bi\u1ec7t v\u00e0 h\u1ebft s\u1ee9c quan tr\u1ecdng trong vi\u1ec7c \u0111\u1ecbnh \u0111o\u1ea1t ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 ph\u00e2n t\u00edch chi ti\u1ebft t\u1eebng y\u1ebfu t\u1ed1:<\/p>\n S\u1ef1 tin c\u1eady l\u00e0 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i c\u1ee7a m\u00f4 h\u00ecnh RATER. \u0110\u00e2y l\u00e0 kh\u1ea3 n\u0103ng cung c\u1ea5p d\u1ecbch v\u1ee5 m\u1ed9t c\u00e1ch \u1ed5n \u0111\u1ecbnh, ch\u00ednh x\u00e1c, \u0111\u00fang h\u1eb9n t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean.<\/p>\n Khi kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, \u0111i\u1ec1u h\u1ecd mong \u0111\u1ee3i l\u00e0 \u0111\u01b0\u1ee3c \u0111\u1ea3m b\u1ea3o v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 hi\u1ec7u qu\u1ea3 ngay t\u1eeb l\u1ea7n tr\u1ea3i nghi\u1ec7m \u0111\u1ea7u ti\u00ean. M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Gartner n\u0103m 2022 ch\u1ec9 ra r\u1eb1ng t\u1edbi 89% kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng quay tr\u1edf l\u1ea1i n\u1ebfu g\u1eb7p ph\u1ea3i tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u00e1ng tin c\u1eady.<\/p>\n C\u00e1c gi\u1ea3i ph\u00e1p n\u00e2ng cao tin c\u1eady bao g\u1ed3m:<\/p>\n Xem th\u00eam: <\/strong>Bistro l\u00e0 g\u00ec? Kh\u00e1m ph\u00e1 s\u1ef1 m\u1edbi l\u1ea1 & kh\u00e1c bi\u1ec7t \u1edf m\u00f4 h\u00ecnh bistro<\/strong><\/a><\/p>\n S\u1ef1 \u0111\u1ea3m b\u1ea3o t\u1eadp trung v\u00e0o n\u0103ng l\u1ef1c chuy\u00ean m\u00f4n, k\u1ef9 n\u0103ng giao ti\u1ebfp v\u00e0 th\u00e1i \u0111\u1ed9 ph\u1ee5c v\u1ee5 c\u1ee7a nh\u00e2n vi\u00ean. Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i \u0111\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c v\u1edbi nh\u1eefng chuy\u00ean gia c\u00f3 ki\u1ebfn th\u1ee9c s\u00e2u r\u1ed9ng, th\u00e1i \u0111\u1ed9 chuy\u00ean nghi\u1ec7p.<\/p>\n Y\u1ebfu t\u1ed1 n\u00e0y gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y an t\u00e2m khi giao d\u1ecbch, b\u1edfi h\u1ecd tin r\u1eb1ng nh\u00e2n vi\u00ean s\u1ebd x\u1eed l\u00fd c\u00e1c v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch kh\u00e9o l\u00e9o, hi\u1ec7u qu\u1ea3. M\u1ed9t \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean c\u00f3 ki\u1ebfn th\u1ee9c t\u1ed1t, th\u00e1i \u0111\u1ed9 \u1ee9ng x\u1eed \u0111\u00fang m\u1ef1c s\u1ebd g\u00f3p ph\u1ea7n x\u00e2y d\u1ef1ng l\u00f2ng tin v\u00e0 s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p.<\/p>\n C\u00e1c gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n bao g\u1ed3m:<\/p>\n Xem th\u00eam: <\/strong>Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng L\u00e0 G\u00ec? L\u00e0m Th\u1ebf N\u00e0o \u0110\u1ec3 Qu\u1ea3n Tr\u1ecb Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng T\u1ed1t Nh\u1ea5t?<\/strong><\/a><\/p>\n Y\u1ebfu t\u1ed1 t\u00ednh h\u1eefu h\u00ecnh bao g\u1ed3m t\u1ea5t c\u1ea3 nh\u1eefng y\u1ebfu t\u1ed1 v\u1eadt ch\u1ea5t th\u1ec3 hi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 nh\u01b0 c\u01a1 s\u1edf v\u1eadt ch\u1ea5t, trang thi\u1ebft b\u1ecb, \u0111\u1ed3ng ph\u1ee5c c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 c\u00e1c t\u00e0i li\u1ec7u li\u00ean quan.<\/p>\n Khi kh\u00e1ch h\u00e0ng b\u01b0\u1edbc v\u00e0o doanh nghi\u1ec7p, h\u1ecd th\u01b0\u1eddng \u0111\u00e1nh gi\u00e1 qua nh\u1eefng y\u1ebfu t\u1ed1 d\u1ec5 nh\u1eadn th\u1ea5y nh\u01b0 kh\u00f4ng gian l\u00e0m vi\u1ec7c, c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng, c\u00e1ch th\u1ee9c tr\u00ecnh b\u00e0y s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5. M\u1ed9t m\u00f4i tr\u01b0\u1eddng chuy\u00ean nghi\u1ec7p, g\u1ecdn g\u00e0ng v\u00e0 hi\u1ec7n \u0111\u1ea1i s\u1ebd t\u1ea1o \u1ea5n t\u01b0\u1ee3ng s\u00e2u s\u1eafc, thu h\u00fat kh\u00e1ch h\u00e0ng ngay t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean.<\/p>\n C\u00e1c gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n bao g\u1ed3m:<\/p>\n S\u1ef1 \u0111\u1ed3ng c\u1ea3m th\u1ec3 hi\u1ec7n kh\u1ea3 n\u0103ng th\u1ea5u hi\u1ec3u v\u00e0 chia s\u1ebb c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua th\u00e1i \u0111\u1ed9 ph\u1ee5c v\u1ee5 t\u1eadn t\u00e2m, chu \u0111\u00e1o.<\/p>\n Kh\u00e1ch h\u00e0ng lu\u00f4n mong mu\u1ed1n c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 quan t\u00e2m, tr\u00e2n tr\u1ecdng t\u1eeb ph\u00eda doanh nghi\u1ec7p. \u0110\u1eb7c bi\u1ec7t \u1edf th\u1ecb tr\u01b0\u1eddng hi\u1ec7n nay, n\u01a1i m\u00e0 c\u1ea3m x\u00fac \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng, vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed9t v\u0103n h\u00f3a d\u1ecbch v\u1ee5 \u0111\u1ed3ng c\u1ea3m s\u1ebd t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t v\u01b0\u1ee3t tr\u1ed9i.<\/p>\n C\u00e1c gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n:<\/p>\n Xem th\u00eam: <\/strong>5 B\u01b0\u1edbc Trong Quy Tr\u00ecnh Ch\u0103m S\u00f3c Kh\u00e1ch H\u00e0ng Sau B\u00e1n<\/strong><\/a><\/p>\n T\u00ednh tr\u00e1ch nhi\u1ec7m l\u00e0 y\u1ebfu t\u1ed1 th\u1ec3 hi\u1ec7n kh\u1ea3 n\u0103ng ph\u1ea3n h\u1ed3i nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3 c\u1ee7a doanh nghi\u1ec7p \u0111\u1ed1i v\u1edbi m\u1ecdi t\u00ecnh hu\u1ed1ng ph\u00e1t sinh.<\/p>\n Trong th\u1eddi \u0111\u1ea1i m\u00e0 t\u1ed1c \u0111\u1ed9 ph\u1ee5c v\u1ee5 \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao, t\u00ednh tr\u00e1ch nhi\u1ec7m kh\u00f4ng ch\u1ec9 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u00e0 c\u00f2n th\u1ec3 hi\u1ec7n s\u1ef1 chuy\u00ean nghi\u1ec7p, nh\u1ea1y b\u00e9n c\u1ee7a doanh nghi\u1ec7p. Kh\u00e1ch h\u00e0ng mong mu\u1ed1n lu\u00f4n \u0111\u01b0\u1ee3c \u0111\u1ed1i x\u1eed nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3, b\u1ea5t k\u1ec3 \u0111\u00f3 l\u00e0 y\u00eau c\u1ea7u t\u01b0 v\u1ea5n, h\u1ed7 tr\u1ee3 hay gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i.<\/p>\n C\u00e1c gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n g\u1ed3m:<\/p>\n Xem th\u00eam: <\/strong>Customer Services L\u00e0 G\u00ec? M\u1ecdi \u0110i\u1ec1u B\u1ea1n C\u1ea7n Bi\u1ebft V\u1ec1 V\u1ecb Tr\u00ed C\u00f4ng Vi\u1ec7c N\u00e0y<\/strong><\/a><\/p>\n Vi\u1ec7c \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh RATER kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 m\u00e0 c\u00f2n t\u00ecm ra c\u00e1c \u0111i\u1ec3m c\u1ea7n c\u1ea3i thi\u1ec7n \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Qu\u00e1 tr\u00ecnh \u1ee9ng d\u1ee5ng \u0111\u01b0\u1ee3c chia th\u00e0nh c\u00e1c b\u01b0\u1edbc c\u1ee5 th\u1ec3 nh\u01b0 d\u01b0\u1edbi \u0111\u00e2y:<\/p>\n B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean trong vi\u1ec7c tri\u1ec3n khai m\u00f4 h\u00ecnh RATER l\u00e0 ti\u1ebfn h\u00e0nh \u0111\u00e1nh gi\u00e1 hi\u1ec7n tr\u1ea1ng ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p.<\/p>\n Doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 kh\u1ea3o s\u00e1t tr\u1ef1c ti\u1ebfp, b\u1ea3ng c\u00e2u h\u1ecfi, ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng ho\u1eb7c t\u1ed5 ch\u1ee9c c\u00e1c nh\u00f3m t\u1eadp trung. C\u00e1c d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c t\u1eeb kh\u00e1ch h\u00e0ng tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng tr\u1ef1c tuy\u1ebfn nh\u01b0 m\u1ea1ng x\u00e3 h\u1ed9i, di\u1ec5n \u0111\u00e0n hay trang \u0111\u00e1nh gi\u00e1 gi\u00fap doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 \u0111i\u1ec3m m\u1ea1nh v\u00e0 \u0111i\u1ec3m y\u1ebfu hi\u1ec7n t\u1ea1i.<\/p>\n Ch\u1ec9 khi n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c th\u1ef1c tr\u1ea1ng m\u1ed9t c\u00e1ch kh\u00e1ch quan, doanh nghi\u1ec7p m\u1edbi c\u00f3 th\u1ec3 \u0111\u01b0a ra c\u00e1c k\u1ebf ho\u1ea1ch c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3. Vi\u1ec7c \u0111\u00e1nh gi\u00e1 hi\u1ec7n tr\u1ea1ng c\u0169ng gi\u00fap \u0111\u1ecbnh h\u01b0\u1edbng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c d\u00e0i h\u1ea1n trong vi\u1ec7c duy tr\u00ec s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n Sau khi thu th\u1eadp \u0111\u01b0\u1ee3c th\u00f4ng tin \u0111\u00e1nh gi\u00e1, doanh nghi\u1ec7p c\u1ea7n ti\u1ebfn h\u00e0nh ph\u00e2n t\u00edch \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m y\u1ebfu n\u1ed5i tr\u1ed9i trong quy tr\u00ecnh cung c\u1ea5p d\u1ecbch v\u1ee5.<\/p>\n Vi\u1ec7c nh\u1eadn di\u1ec7n ch\u00ednh x\u00e1c nh\u1eefng \u0111i\u1ec3m y\u1ebfu s\u1ebd gi\u00fap doanh nghi\u1ec7p ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c \u0111\u00fang m\u1ee5c ti\u00eau, t\u1eadp trung c\u1ea3i thi\u1ec7n nh\u1eefng kh\u00eda c\u1ea1nh quan tr\u1ecdng mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c gi\u1ea3m thi\u1ec3u r\u1ee7i ro m\u1ea5t kh\u00e1ch h\u00e0ng v\u00e0 gia t\u0103ng l\u00f2ng trung th\u00e0nh trong d\u00e0i h\u1ea1n.<\/p>\n Xem th\u00eam: <\/strong>Qu\u1ea3n L\u00fd T\u00f2a Nh\u00e0 L\u00e0 G\u00ec? Quy Tr\u00ecnh Qu\u1ea3n L\u00fd T\u00f2a Nh\u00e0 M\u1edbi Nh\u1ea5t 2024<\/strong><\/a><\/p>\n V\u1edbi nh\u1eefng th\u00f4ng tin \u0111\u00e3 thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch, b\u01b0\u1edbc ti\u1ebfp theo l\u00e0 x\u00e2y d\u1ef1ng k\u1ebf ho\u1ea1ch c\u1ea3i thi\u1ec7n chi ti\u1ebft.<\/p>\n Quy tr\u00ecnh theo d\u00f5i hi\u1ec7u qu\u1ea3 bao g\u1ed3m:<\/p>\n Xem th\u00eam: <\/strong>Ng\u00e0nh d\u1ecbch v\u1ee5 l\u00e0 g\u00ec? Ph\u00e2n lo\u1ea1i c\u00e1c ng\u00e0nh d\u1ecbch v\u1ee5 hi\u1ec7n nay<\/strong><\/a><\/p>\n M\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh th\u00e0nh c\u00f4ng c\u1ee7a vi\u1ec7c \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh RATER l\u00e0 s\u1ef1 chuy\u00ean nghi\u1ec7p v\u00e0 t\u00e2m huy\u1ebft c\u1ee7a \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean.<\/p>\n \u0110\u00e0o t\u1ea1o kh\u00f4ng ch\u1ec9 l\u00e0 truy\u1ec1n \u0111\u1ea1t ki\u1ebfn th\u1ee9c chuy\u00ean m\u00f4n m\u00e0 c\u00f2n l\u00e0 x\u00e2y d\u1ef1ng v\u0103n h\u00f3a ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng. Nh\u00e2n vi\u00ean c\u1ea7n \u0111\u01b0\u1ee3c trang b\u1ecb nh\u1eefng k\u1ef9 n\u0103ng m\u1ec1m trong giao ti\u1ebfp, ngh\u1ec7 thu\u1eadt l\u1eafng nghe v\u00e0 x\u1eed l\u00fd t\u00ecnh hu\u1ed1ng.<\/p>\n Xem th\u00eam: <\/strong>V\u1ecb tr\u00ed l\u1ec5 t\u00e2n s\u1ef1 ki\u1ec7n l\u00e0 g\u00ec? \u0110\u00e2y c\u00f3 ph\u1ea3i ngh\u1ec1 \u201cl\u00e0m d\u00e2u tr\u0103m h\u1ecd\u201d?<\/strong><\/a><\/p>\n D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 tr\u01b0\u1eddng h\u1ee3p nghi\u00ean c\u1ee9u v\u1ec1 c\u00e1c c\u00f4ng ty \u0111\u00e3 \u00e1p d\u1ee5ng th\u00e0nh c\u00f4ng m\u00f4 h\u00ecnh RATER \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5:<\/p>\n Disney \u0111\u01b0\u1ee3c coi l\u00e0 m\u1ed9t trong nh\u1eefng v\u00ed d\u1ee5 th\u00e0nh c\u00f4ng nh\u1ea5t v\u1ec1 vi\u1ec7c \u00e1p d\u1ee5ng c\u00e1c nguy\u00ean t\u1eafc c\u1ee7a m\u00f4 h\u00ecnh RATER:<\/p>\n K\u1ebft qu\u1ea3:<\/strong> T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay tr\u1edf l\u1ea1i c\u1ee7a Disney \u0111\u1ea1t tr\u00ean 70%, cao nh\u1ea5t trong ng\u00e0nh c\u00f4ng nghi\u1ec7p gi\u1ea3i tr\u00ed.<\/p>\n Zappos, c\u00f4ng ty b\u00e1n l\u1ebb gi\u00e0y d\u00e9p, qu\u1ea7n \u00e1o tr\u1ef1c tuy\u1ebfn l\u00e0 m\u1ed9t v\u00ed d\u1ee5 n\u1ed5i b\u1eadt v\u1ec1 vi\u1ec7c \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh RATER:<\/p>\n K\u1ebft qu\u1ea3:<\/strong> Zappos \u0111\u1ea1t doanh thu h\u01a1n 1 t\u1ef7 \u0111\u00f4 la trong n\u0103m th\u1ee9 10 ho\u1ea1t \u0111\u1ed9ng v\u00e0 \u0111\u01b0\u1ee3c Amazon mua l\u1ea1i v\u1edbi gi\u00e1 1,2 t\u1ef7 \u0111\u00f4 la.<\/p>\n M\u00f4 h\u00ecnh RATER<\/strong> l\u00e0 c\u00f4ng c\u1ee5 \u0111\u1eafc l\u1ef1c gi\u00fap c\u00e1c doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1, c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 th\u00f4ng qua 5 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i: S\u1ef1 tin c\u1eady, s\u1ef1 \u0111\u1ea3m b\u1ea3o, t\u00ednh h\u1eefu h\u00ecnh, s\u1ef1 \u0111\u1ed3ng c\u1ea3m, t\u00ednh tr\u00e1ch nhi\u1ec7m. Vi\u1ec7c \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh n\u00e0y m\u1ed9t c\u00e1ch b\u00e0i b\u1ea3n kh\u00f4ng ch\u1ec9 gi\u00fap thu th\u1eadp ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n m\u1edf ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao hi\u1ec7u qu\u1ea3 ph\u1ee5c v\u1ee5. H\u00e3y kh\u00e1m ph\u00e1 th\u00eam nh\u1eefng c\u01a1 h\u1ed9i vi\u1ec7c l\u00e0m v\u00e0 ph\u00e1t tri\u1ec3n s\u1ef1 nghi\u1ec7p t\u1ea1i JobsGO<\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":" \u0110\u00e1nh gi\u00e1 post Trong nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u0111\u00e3 tr\u1edf th\u00e0nh y\u1ebfu t\u1ed1 then ch\u1ed1t gi\u00fap doanh nghi\u1ec7p t\u1ea1o d\u1ef1ng uy t\u00edn v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng. V\u1eady, m\u00f4 h\u00ecnh RATER l\u00e0 g\u00ec, t\u1ea1i sao n\u00f3…<\/p>\n","protected":false},"author":43,"featured_media":72773,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_focuskw":"M\u00f4 h\u00ecnh RATER","_yoast_wpseo_title":"M\u00f4 H\u00ecnh RATER L\u00e0 G\u00ec? 5 Y\u1ebfu T\u1ed1 Quan Tr\u1ecdng Nh\u1ea5t C\u1ee7a M\u00f4 H\u00ecnh RATER - JobsGO Blog","_yoast_wpseo_metadesc":"M\u00f4 h\u00ecnh RATER \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 hi\u1ec7u qu\u1ea3 nh\u1ea5t th\u00f4ng qua 5 y\u1ebfu t\u1ed1 kh\u00e1c nhau. T\u00ecm hi\u1ec3u c\u00e1ch \u1ee9ng d\u1ee5ng ngay qua b\u00e0i sau!","_yoast_wpseo_focus_keyphrase":"","faq":"1. Doanh Nghi\u1ec7p N\u00e0o N\u00ean \u00c1p D\u1ee5ng M\u00f4 H\u00ecnh RATER?\r\n\r\nM\u00f4 h\u00ecnh RATER ph\u00f9 h\u1ee3p v\u1edbi m\u1ecdi doanh nghi\u1ec7p cung c\u1ea5p d\u1ecbch v\u1ee5, \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u1eefng n\u01a1i lu\u00f4n h\u01b0\u1edbng t\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: ng\u00e2n h\u00e0ng, chu\u1ed7i b\u00e1n l\u1ebb,\u2026\r\n\r\n2. C\u00f4ng C\u1ee5 N\u00e0o \u0110\u00e1nh Gi\u00e1 Ch\u1ea5t L\u01b0\u1ee3ng D\u1ecbch V\u1ee5 Ngo\u00e0i RATER Kh\u00f4ng? \r\n\r\nB\u00ean c\u1ea1nh M\u00f4 h\u00ecnh RATER, m\u1ed9t s\u1ed1 m\u00f4 h\u00ecnh kh\u00e1c nh\u01b0 SERVQUAL, Kano c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng.\r\n\r\n\r\n","nganh_nghe_chuc_vu_lien_quan":["Nh\u00e2n Vi\u00ean Kinh Doanh"]},"categories":[2049],"tags":[],"yoast_head":"\n1. M\u00f4 H\u00ecnh RATER L\u00e0 G\u00ec?<\/strong><\/span><\/h2>\n
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2. Ph\u00e2n T\u00edch C\u00e1c Y\u1ebfu T\u1ed1 C\u1ee7a M\u00f4 H\u00ecnh RATER<\/strong><\/span><\/h2>\n
2.1 S\u1ef1 Tin C\u1eady (Reliability)<\/strong><\/span><\/h3>\n
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2.2 S\u1ef1 \u0110\u1ea3m B\u1ea3o (Assurance)<\/strong><\/span><\/h3>\n
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2.3 T\u00ednh H\u1eefu H\u00ecnh (Tangibles)<\/strong><\/span><\/h3>\n
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2.4 S\u1ef1 \u0110\u1ed3ng C\u1ea3m (Empathy)<\/strong><\/span><\/h3>\n
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2.5 T\u00ednh Tr\u00e1ch Nhi\u1ec7m (Responsiveness)<\/strong><\/span><\/h3>\n
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3. \u1ee8ng D\u1ee5ng M\u00f4 H\u00ecnh RATER Nh\u01b0 Th\u1ebf N\u00e0o?<\/strong><\/span><\/h2>\n
3.1 \u0110\u00e1nh Gi\u00e1 Hi\u1ec7n Tr\u1ea1ng<\/strong><\/span><\/h3>\n
3.1.1 Ph\u01b0\u01a1ng Ph\u00e1p Thu Th\u1eadp D\u1eef Li\u1ec7u<\/strong><\/span><\/h4>\n
3.1.2 Vai Tr\u00f2 C\u1ee7a \u0110\u00e1nh Gi\u00e1<\/strong><\/span><\/h4>\n
3.2 X\u00e1c \u0110\u1ecbnh \u0110i\u1ec3m Y\u1ebfu \u0110\u1ec3 C\u1ea3i Thi\u1ec7n<\/strong><\/span><\/h3>\n
3.2.1 Nh\u1eefng \u0110i\u1ec3m Y\u1ebfu \u0110i\u1ec3n H\u00ecnh Nh\u01b0\u00a0<\/strong><\/span><\/h4>\n
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3.2.2 L\u1ee3i \u00cdch C\u1ee7a Vi\u1ec7c X\u00e1c \u0110\u1ecbnh \u0110i\u1ec3m Y\u1ebfu<\/strong><\/span><\/h4>\n
3.3 L\u1eadp K\u1ebf Ho\u1ea1ch C\u1ea3i Thi\u1ec7n V\u00e0 Theo D\u00f5i Hi\u1ec7u Qu\u1ea3<\/strong><\/span><\/h3>\n
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3.4 \u0110\u00e0o T\u1ea1o Nh\u00e2n Vi\u00ean<\/strong><\/span><\/h3>\n
3.4.1 Vai Tr\u00f2 \u0110\u00e0o T\u1ea1o Trong N\u00e2ng Cao Ch\u1ea5t L\u01b0\u1ee3ng D\u1ecbch V\u1ee5<\/strong><\/span><\/h4>\n
3.4.2 Ch\u01b0\u01a1ng Tr\u00ecnh \u0110\u00e0o T\u1ea1o Hi\u1ec7u Qu\u1ea3<\/strong><\/span><\/h4>\n
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4. Case Study V\u1ec1 \u1ee8ng D\u1ee5ng M\u00f4 H\u00ecnh RATER Th\u00e0nh C\u00f4ng<\/strong><\/span><\/h2>\n
4.1 Disney Theme Parks<\/strong><\/span><\/h3>\n
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4.2 Zappos<\/strong><\/span><\/h3>\n
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