KHOA H O C - C O N G NGHg
-So 6/2015
De xuat giai phap nang cao chat Itfofng dich vu van tai h a n h khach cong cong bang xe buyt tai Ha Noi
• T h S . HOANG THj HONG LE
Trtfdng Dgi hgc Cdng nghg giao thdng vdn tai
Tom tat: Sau khi niu stf dn thiet nghien cdu, dinh gid chit Itfgng dich vy vgn tai hanh khich edng cgng (VTHKCC) bing xe buyt thdi gian qua tgi TP. Hi Ngi, bdi bdo dS xuit mgt sd giii phip nham ning cao chi't Itfgng dich vy VTHKCC bing xe bu^t trong thdi gian tdi tgi Thu dd Hi Ndi
lii khoa: Xe bu^t, VTHKCC, chit lugng dich vy vin tii.
Abstract: After stating the need to study, evaluate the service quality of public passenger transport by the bus the last time in the Hanoieity, the paper proposes a number of measures to Improve quality of bus service in the near future in the Hanoi capitaL
Keywords: Bus, public passenger transport, quality of transport services.
1 . S U c I n t h i ^ t n g h i e n cufu
C h i t lupng VTHKCC ed vai trd quan trpng trong G T V T dd thj. T h i hien trinh do phat trien kinh t l - xd hdi cCia dd thi, s p phdt t r i l n , hdi nhdp qud'c l l vd GTVT, ndng eao trinh dp dan trf, vdn minh G T V T dd thj... Cdc doanh nghidp hogt ddng trong ITnh vuc V T H K C C ludn phdi quan tdm den chat lupng djeh vg V T H K C C bang xe buyt nham giQ vQng, chiem ITnh, md rdng thi trUdng, ndng cao hieu qud hogt ddng kinh doanh djeh vg ndi chung, djeh vg VTHKCC bdng xe buyt ndi rieng. Den nay da cd mOt s d nghidn cUu ve chat lupng, nang eao chat lupng dich vg V T H K C C bdng xe buyt nhung bdi cdnh qudc t l , trong nudc lidn tgc thay ddi ddi hdi edc gidi phap de xud't phdi phu hpp vdi tinh hinh phdt t r i l n kinh te - xd hdi, cd tfnh khd thi, phu hpp vdi dieu kidn, hodn cdnh phdt tnen mdi cCia Hd Ndi ndi rieng, ede dd thj ndi ehung.
2. D a n h gia c h a t lUdng d i c h v g V T H K C C b a n g xe b u y t
Thdi gian qua, djeh vg V T H K C C tgi H d Ndi lang mgnh ve sd lupng vdi chat lupng tien b d , gdp phdn gidi quyet mdt phan nhu edu d H g i ciia ngUdi ddn, gidm tai ngn, UTGT, 6 nhidm mdi trudng, ndng cao tUng budc van minh giao thdng tgi Thu dd Tuy nhien, ve s d lupng mdi ehf ddp Ung khodng 10 - 12% nhu edu di Igi. V l chdt lUdng, theo thang d i l m 5, khdo sdt [4] dua vdo 6 nhdm yeu td bao gdm ehi phi, khd ndng tiep can, mUc dd an todn, dd tin egy, phUOng tien vd nhdn vidn, cho k i t qud Id 3,52/5 diem, dgt mQc
"khd", cdn edeh rd't xa mUe "cao" (>4) vd suyt sodt mUe "thdp" nhdn dupe. K i t qud d i l u tra xd hdi hoc cung cho thd'y, gid ve xe buyt hien nay cdn khd r d ; 2 6 % ngudi dUpe hdi ddnh gid chat lupng dich vu xe buyt dat mUe "tdt"; 6 5 % ddnh gia mUc
"trung binh", 8% ddnh gid "kem" vd 1 % ddnh gia
"rat kem".
Theo sd lieu cQa S d GTVT Hd Ndi, mang ludi tuyen VTHKCC bang xe buyt eua Hd Ndi den nay cd 91 tuyen gdm 72 tuyen buyt cd trp gid (trong dd ed 67 t u y I n buyt ddt hang, 5 tuyen dau thau), 11 tuyen buyt khdng trp gid vd 8 tuydn buyt ke can bao phu khap dja bdn 30 qudn, huyen, thj xd ci^a T h a n h p h d vd k i t ndi vdi ede dja phUdng Idn can nhu Bae Ninh, Bac Giang, Ha Nam, Hdi DUPng, HUng Y d n . K i t qua IhUe hidn tren 72 tuyen trp gid, van hdnh 3.964.779 lUpt, vdi 91.587.121km, v a n chuyen dupc 489,6 trieu lupt hdnh khdeh, tdng 6,7% so vdi ndm 2013, tang 2 % c h i tidu k l hogch ndm 2014; doanh thu dgt 8 7 2 , 9 1 ^ ddng (tang 2 0 % so vdi ndm 2013), tdng 0,5% chf tieu ke hoach nam 2014, trd gid gidm 4 % so vdi ndm 2013.
Chd't lUdng V T H K C C bdng xe buyt da cd nhQng chuyen bidn ddng ke. Thd nhd't, v l chdt lUdng hogt ddng khai thac: Hien tupng tuy tidn bd diem dUng d d , bd ehuyen lupt, chgy sai bieu dd van hdnh da gidm ddng ke, sd lupt xe bd dd giam manh i Q l r e n 10.000 iQpt nam 2010 xudng ch?edn
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500 lupt ndm 2013. Thd hai, dodn phUdng lidn da dupc tdng cUdng v l s d lUPng vd c h i t lupng. Cde xe cu ndt da bj logi bd hodn l o a n , thay the vd bo sung bang cdc phUdng tien cd chat luong, trdn 7 0 % SO phUdng tidn cd tudi dUdi 10 nam. Cdc xe duoc tdng cudng bdo d u d n g , ve smh td't, dam bao chat lupng vd my quan khi dUa ra hoat d d n g . Thd ba, ve ed sd hg t a n g , ndm 2014, cdng tde quan iy hg tang da hoan thidn dua vao sQ dung d i l m trung ehuyen xe buyt Hodng Qud'e Viet; 1,3km dudng danh rieng cho xe buyt tren dudng Y e n Phg thude dp dn edi thidn V T H K C C bang xe buyt tgi Hd Ngi do vung lie de France tdi trd; di chuyen diem trung ehuydn xe buyt Cdu Giay, thay mdi he thdng nhd chd phgc vg thi cdng nhd ga S8 tuyen dudng s a l Nhdn - ga Ha N g i ; thay mdi 56 nhd chd xe buyt eu xudng d p , bd sung 20 nhd chd xe buyt mdi phge vg hdnh khdch di xe buyt; phat tnen mdi 178 diem dQng xe buyt; thgc hien chinh trang, duy tu bdo tri todn bd ha tang xe buyt vdi 4.197 lan ddi vdi hd thdng pano, bien bdo diem dQng d d ; sdn kd 123 vgch sdn diem dQng xe buyt ed bd sung ChQ "XE BUYT" vd vgch sdn ddn hudng xe buyt ra vdo diem dQng. Thd ttf, ve cdng tac kidm tra, giam sat, ndm 2014, ipc iQOng KTGS dd kiem tra gidm sdt dQpc 99,8% so vdi lupt xe k l hogch, dgt 105% so vdi ndm 2013, trong d d : Gidm sat true t i l p 669.854 lupt xe, dgt 5 0 % so vdi ke hoach vd dat 100% so vdi ndm 2013, gidm sdt gian t i l p 3.305.102 lupt xe, dgt 124% so vdi kd hoach vd dat trdn 99,3% so vdi ndm 2013. Lpe lUPng kiem tra gidm sdt cCia Trung l d m dd ldp 675 bien ban VI phgm cac logi (trong dd vi phgm ve doanh thu Id 345 bien bdn), so t i l n thu tQ xU phgt vi pham hpp ddng 245 tridu. So vdi ndm 2013, s d iUPng bien bdn chf bdng 4 5 % , gidm 5 5 % (trong dd bien bdn doanh thu Id 3 2 % , gidm 68%). Thd nam, ve vdn hda xe buyt dd dupc hinh thdnh, nhQng hinh dnh dgp ve vdn minh, Ijch s p nhU giup d d , nhUdng g h i eho ngudi gid y l u , ngudl khuyet tat, phu nQ, tre e m , trd Igi tdi sdn eho hdnh khdch... ngdy cdng phd bien; nhQng t h u gdp y, phdn nan ve xe buyt ngdy cdng gidm.
Bdn cgnh k i t qud dat dupe, chat lupng V T H K C C cdn ed hgn c h e , b i t edp sau:
Vi hg ting phuc vu xe buyt: Hien dang gap nhieu khd khdn trong cdi thien, phat trien ha tdng do han che ve quy dd't vd quy hogch phdt tnen chua ddng bd- Trdn mgng lUdi rd't khd to chUc giao thdng, Idch Idn hdn hpp, tgo lan rieng cho xe buyt, khdng cd quy d l l de hinh thdnh nhQng diem trung e h u y l n lidn tuyen, ndi m g n g , didm dau eudi dn djnh. Tgi cac khu dd thj m d i , cae tuyen dudng m d i d a u tQ xdy dQng nhUng ngay tQ khdu chuan bj d u an chua ddnh quy dd't cho hoat ddng xe buyt.
Hg tang tren tuydn thudng xuydn bi c h i l m d g n g , x d m p h g m .
Ve nguon nhdn Itfc: C d n thieu so v d i y e u d u ndn d n h hUdng nhd't dinh d e n k i t qua t h p c hien, trong dd nhdn lgc chd't lUdng cao vd igc lupng kiem tra, gidm sdt rdt d n dupe quan t d m . Cdng tdc qudn ly vd dgo tao Idi xe dang phdn t a n , c h i t lUdng Idi xe, nhdn vidn bdn ve khdng d d n g d l u ; ddi ngij Idi xe, nhdn vign phgc vg c d n cd sai phgm, chua hodn thdnh td't nhidm v g ; hidn tupng vi phgm phdp ludt giao t h d n g , hdnh vi Ung xii t h i l u vdn minh ijch sU.
Ve phddng ti$n: Cd che chfnh sach v l ddu tu phuong tidn, c d c h tfnh todn vd xdy dpng ddn gia hien eh? phu hpp cho viec dau t u nhQng xe buyt d mQc dp trung binh, ehUa k h u y i n khich doanh nghiep ddu tU nhQng xe chat lupng cao, than thien v d i mdi trudng, ft d nhiem khi thdi, t i l n g dn nham ndng cao chat lupng phUdng l i e n , qua dd ndng cao chat lUpng djeh v p .
itfc lUdng kiem tra gidm sdt. Q u d trinh hoat ddng eung gdp nhieu khd khan do cdn t h i l u ngUdi, t h i l u trang thid't bj phuc vu (xe d td) vd cac cd c h e , che tdi d d m bdo eho hogt ddng nghiep vu (vi du quy e h l xQ ly vi pham.,.).
Cdng tdc thdng tin tuyen truyen: Vai trd eua xe buyt, hoat ddng eija xe buyt cdn ehUa kip thdi, sau rdng, edn mdt sd ngudi ddn chua nhdn thUc dung vai trd cija xe buyt, chua thgc sg Cing hd vd chia sd vdi nhQng khd khdn trong hogt ddng xe buyt (thay I h l xe to bdng xe nhd eho phu hpp dieu kien dudng phd, khdng Cing hd Idn ddnh ridng cho xe buyt, khdng cho ddt diem dUng, nhd chd gan nhd de phuc vu hoat ddng xe b u y t . ) .
Ve cdc yeu td khic: Mgng ludi luyen chUa phQ khdp, chua dUpe phdn bd dong d l u ; thdi gian c h u y i n di c u a hdnh khdch cd xu hudng tdng, an ninh trdt Ip tren cde t u y I n ehua bao d a m ; phuc vy ede ddi lUdng khach ddc biet n h u ngudi k h u y l t tat chua dupe quan l d m thda d a n g .
Nguyen nhan cda nhdng han che, yeu kem:
Quy hogch cu khd cdi tgo, ha tang giao thdng ehua phdt trien, chua theo kjp tdc do phdt tridn dd thj; thieu quy d i t ddnh cho giao thdng ddng, giao thdng tinh, nhat la diem trung ehuyen; ehUa ed loai phUdng tien khdi idn n h u dudng sat dd thj;
qudn ly nhd nude, qudn ly doanh nghidp cdn c6 bat cdp, chua theo kjp tinh hinh.
3. Cdc gidi phap ndng cao chat lUdng dich vu V T H K C C bdng xe buyt
3.1. Giai phdp hodn thign ea sd hg ting giao thdng
Can cd cP d u d l u t u thich hpp vao edc diem d l u , d i l m cudi, diem dUng dd dpe t u y I n nhdm d d m bdo an todn eho xe buyt dUng d d , ra vdo ddn trd khdeh thuan lien vd d a m bdo an ninh
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KHOA H O C - C O N G N G H l
trdt t u trdn xe, tren l u y i n eho hogt ddng cua xe buyt. D i e m d l u cuoi phdt dupe t h i l t ke sao eho ddm b d o ve my quan dd thi, ddm bdo kha nang thdng qua eua xe buyt, ddm bao quay trd ddu xe dd dang vd cd thd k i t ndi vdi cac phUdng thUe vdn tdi khdo. Khi b d tri cac d i l m ddu cudi nen iga chon noi cd luu lupng hdnh khach tap trung cao nhat, gan cdc nhd ga, ben cdng, edng hang khdng, sdn bay de hdnh khach dd ddng trong vide t i l p c h u y e n , nd'i c h u y e n . Hien nay, Hd Ndi da cd 2 diem trung ehuyen (Long Bien va Nhdn) dd bude dau tgo d i l u kidn thudn Idl cho hdnh khdch chuyen l u y l n . Tuy nhien, dd ndng cao tfnh thudn tidn, tidn nghi, an todn eho hdnh khdeh tgi ede d i l m trung chuyen xe buyt, d n phdt trien tiep va m d rdng t h e m cdc tram trung chuyen ve sd lupng, quy md v d dien tfch; ddm bdo s u k l l ndi giQa ede tuyen buyt, ddc bidt giQa cdc l u y l n buyt vdi cdc tuyen dudng sat dd thj dang dupc xdy dpng vd sdp dUdc dua vdo khai thac; bd sung them thdng tin tai cdc tram trung chuyen bdng hd thdng cde ddn Led hodc bd tri nhdn vien hudng d i n trge t i l p tgi cac didm trung chuyen nhdm thdng tin eho hdnh khdeh mdt each lap trung nhd't ddi vdi dich vg v l cde tuyen buyt cija Hd Ndi.
Ddi vdi Idn dudng ddnh ridng eho xe buyt, d n khai thdc tdi da, hieu qud Idn dudng ddnh rieng hidn cd nhu: C i m , hgn e h l phUdng tien cd nhdn dl vdo lan dudng ddnh ridng, ndng cao chat lUdng mdt d u d n g . bdo ddm dm thuan; lap ddt them hd thd'ng bidn bdo, tin hidu uu tien cho xe buyt trdn dogn l u y l n (Nguydn Trdi - H d Ddng); nghien cUu xdy dpng t h e m edc tuyen cd lan dudng danh ridng eho xe buyt, ddc biet Id tren cdc doan tuydn ed nhieu tuyen buyt dl qua, dudng du d i l u kidn ve be rdng de m d Idn ddnh ridng.
3.2. Giii phip vi con ngudi
Ldi xe vd nhdn vidn ban ve la hai ddi tupng thudng xuyen tiep xuc vdi hdnh khdch. Lai xe d n phdi dupe ddo tgo v l van hda Ung xQ ben cgnh vide ddi hdi v l trinh dp, bang d p trong hoat ddng van tai. Nhan vien ban ve tiep can vdi hdnh khdch nhieu hdn Idi xe ndn vdn hda Ung xQ eua ddi ngQ ndy Id h i t sUc quan trpng. DS ndng cao dupc chd't lupng VTHKCC bang xe buyt thi trinh dp, y thUc, trach nhiem dpi ngu Iao ddng trpe tiep ndy can dupe ndng len. De thpc hien dUpc dieu nay thi c a n : Thpc hien td't cdng tde tuydn t r u y i n , gido dpc, td ehUe trao ddi, chia sd kinh nghidm, thai dd Qng xQ cua ddi ngQ lai xe vd nhdn vien ban vd trong nhQng tinh huong cu t h i de nang cao tinh thdn trdch nhidm, thai dd phgc vu hanh khdch; c d n g tdc ddo tgo d n dQpc quan ldm vd ehu trpng vdi ndi dung ddo igo chu y l u hudng ve mgc tidu nang cao chat lUpng phgc v g , ndng eao trdeh nhidm dgo dUc n g h i nghiep ddi vdi lai, phg xe..., qua dd ndng cao nhdn IhQe eua ddi ngu Iao ddng trpe t i l p ndy.
-So 6/2015
T h p c hidn tdt viec ndng lUdng - ndng bdc eho Idi xe, nhdn vien ban v e , thd bao dudng sQa chQa vd Iao ddng gidn tiep theo ke hogch de ra, ddm bdo thu nhdp cua ngudi Iao ddng khdng ngUng dupe ndng cao qua cdc n d m ; chu trpng xdy d p n g vd phdt trien dpi ngu iao ddng gidi tren eac ITnh vpc quan ly dau t u cCia d u a n , qudn ly vdn hdnh cde cdng nghe lien lien; kip thdi khen thudng ve vat chat, tinh than cho cdc ea nhdn, td ehUe cd thdnh tfch td't trong Iao ddng kinh doanh djch vg vd xQ ly nghiem cde trudng hdp vi phgm quy e h l . 3.3. Giai phip vi ning cao chi't lugng doin phUdng tign
Mdt trong s d nhQng ydu d u quan trpng ddi vdi phQdng tidn V T H K C C trong thdnh phd ndi ehung vd xe buyt ndi rieng la phai ddm bdo tieu ehuan an todn ky thudt, bdo vd mdi trUdng. Tuy nhien, day la han che idn nhd't cua xe buyt H d Ndi, do vdy d n phdi cd quy dinh cung nhu tieu chudn rd rdng ddi vdi cdc logi phUdng tidn v l tieu chuan ky thuat, khi thdi, t i l n g d n .
De thuc hidn tdt dupc muc tidu tren thi d n ehu trpng tdi mdt s d ndi dung qudn ly phUdng tidn:
Ndng cao chat lUdng bdo dudng sQa ehQa de duy tri tinh trgng ky thudt phUdng tidn (ludn hogt ddng tdt), hgn che mUc dp hao mdn phUdng tidn Irong qud trinh khai thdc sQ dyng, phye hdi cac tfnh ndng khai thae ky thudt, ndng eao tudi thg phUdng tien; nang cao edng tde qudn ly vdt t u - phg l u n g phgc vg bdo dudng sQa chQa; ndng cao y thQc sQ dgng phgpng tidn eua Idi xe vd nhdn vien bdn ve nhdm giQ xe an todn, trdnh de xay ra ede vu va cham, TNGT; ddu tu, ddi mdi, bd sung phUdng tidn, loai bd ede phUdng tien da qua cu hodc dd sQ dyng idu, tinh trgng ky thudt da xudng cap hay h u hdng.
3.4. Giii phip tang cudng cdng tic kiem tra, giim sit chat lugng djch vy
Tdng eudng cdng tde k i l m tra, giam sat nham kiem scat tdt cdc tidu ehi phge vg hdnh khdeh eua xe buyt nhU: Chgy sai Id trinh, xe khdng dUng ddn trd khdch dung quy djnh, chd't lupng phUdng tidn k e m , that thodt doanh thu, thai dd phuc vg eCia lai, phu xe khdng dung mpe...
De kiem tra, giam sdt ddm bao c h i t Igpng V T H K C C bang xe buyt thi d n dPa ra quy trinh kidm tra gidm s a l c h u i n , dp dgng mdt each ddng bd ddi vdi tat cd ede ddn vj tham gia h o a l ddng VTHKCC bang xe buyt. Bdn cgnh d d , cdng tdc kiem tra giam sat can dUdc ddi mdi, trang bj cdng nghd hidn dgi cho luc lupng kiem tra gidm sat vd cd nhQng hinh thQc khen thudng phu hpp vdi vide eung cap thdng tin kjp thdi cho ede Ipe lupng kiem tra gidm sat ve chat lupng d[eh vu hay nhQng thdng tin hen quan.
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3.5. Giai phap cung cap kenh thdng tin cho hanh khach
Hien nay, trung tdm quan ly vd d i l u hdnh GTDT da cd website vdi he thdng mgng ludi buyt tUdng ddi day du d d thdng tin tdi hdnh khdch. Tuy nhien, web vdn cdn mdt s d hgn che nhd't dmh ve vide thdng tin eho hdnh khdeh. C l n bd sung, chinh sQa cac ngi dung sau: Cac luyen cd td chUe hinh thUc xe buyt dde biet nhu buyt nhanh, thf diem BRT... Can cd su thdng bao ve Ijch trinh tuyen;
cd p h l n d i l n ddn (forum) gidi ddp cdc thdc mac eua hdnh khach cung nhu trao ddi kinh nghiem khi sQ dgng djch vg xe buyt; xudt bdn ede I n p h i m gidi thieu ve VTHKCC cua thanh phd theo hudng ket hpp vdi cdc ngi dung ve dja diem du Ijch, cac phUdng thUc V T H K C C khde nhU bdn d d , sd tay VTHKCC...
Tuy nhien, de ndng cao chat lUdng djch vg vd ddm bao cung d p d i y du thdng tin cho hdnh khach, thdng tin cho eae bd phdn qudn ly can tdng cudng kdnh thdng tin qua trang website; can ndng cao chd't lupng kdnh thdng tin, cd dudng day ndng (hotline); t i l p nhdn ddn thu phan dnh va gidi q u y l t mdt cdch nhanh chdng, td't nhd't nhQng phdn hdi tU phia khdeh hdng v l c h i t lupng djch vy xe buyt;
tiep nhdn vd xQ ly tdt thdng tin nham nam bat, nhin nhdn, dieu chfnh kjp thdi nhQng ddng gdp, y kien phdn hdi v l c h i t lupng djeh vg xe buyt; thdng tin tren phUdng tidn, tgi ede diem dau cuoi, didm trung ehuydn, diem dQng phai rd rdng, ddm bdo eho hdnh khdeh dd dang tiep nhdn vd t i l p can dgpc djeh vg van tai.
3.6. Giii phip ve Ung dyng khoa hgc cdng nghi vio quan ly dieu hdnh
Cdn tiep tgc Ung dgng cdng nghe GPS vao qudn ly dieu hdnh vd kidm sodt eac tieu chf chd't lupng phgc vy xe buyt, ehu ddng rd sodt vd kjp thdi phdt hidn nhQng hu hdng ddi vdi hd thdng giam sat va hd thdng dm thanh trdn xe ve thdng bdo didm dQng eho hdnh khdeh, thay I h l vd bd sung nhQng trang thldt bj mdi ddp Qng dupe tieu ehuan ky thudr doi vdi he thdng thiet bj gidm sdt hdnh trinh vd dm thanh tren phUdng tien sao cho ddng bd vdi hd thdng mgng ludi tuyen buyt, ndng cao ndng luc cija nhdn vien dieu hdnh, nhdn vien true t i l p ldm vide tren xe de khai thac vd sQ dgng he thd'ng hieu qud; kjp thdi phdt hien thdng tin vd nhanh chdng khae phgc cdc sp cd trdn tuyen nhU: Tac dUdng, hu hdng phUdng tidn, vl pham Id trinh, ddng md cQa xe, bdn ve trong qud trinh hoat ddng; Qng dung vd tich hdp edng nghe bdng dien tD led vdi thiet bj d i l u hdnh dd thdng tin eho hdnh khach; Qng d y n g he t h i n g bd ddm k i t noi giQa trung tdm dieu hdnh, bd phdn dieu dd cua cae doanh nghiep vdi phUdng tidn hogt ddng trdn tuyen cung vdi he thdng GPS, bg ddm cung Id
mdt cdng eg h5 trp dde Ipc eho cdng tdc qudn ly dieu hdnh vd xQ ly ede sU c d xdy ra tren tuydn mdt cdch nhanh ehdng, kip thdi.
4. K e t l u d n
S g tdng Irudng ddn so vd tdng trudng v l quy md eua mdt thanh phd ndi rieng, dd thj ndi chung can phai cd cdc phUdng tien giao thdng hidn dgi:
Di lai bang cac xe d td con v d xe mdy, di lgi bdng phUdng tien GTVT khdi Idn ( n h u MRT), xe buyt chay trdn cdc Idn dudng danh ridng (BRT), dudng s a l dd thi (nhu METRO, dudng sat nhe di ngam, trdn cao...) vd dudng sat ndi ngogi d hode d[ch vg dudng sat khu vpc nhdm da dang hda vd ndng eao chd't lUdng djch vg V T H K C C Id ed'p thiet. Bdn cgnh d d , khdng thd thieu djch vu VTHKCC bdng xe buyt tgi cde dd thi ndi chung, thdnh phd noi ridng. Nhdm phge vg td't hdn va de ngudi dan co nhieu iga chpn hdn thi c l n phdi ndng eao chat lUdng V T H K C C bang xe buyt, bdo ddm dgt tidu chudn eija khu vpc, qudc t l trong qua trinh hpi nhdp ngdy cdng sdu rdng vao T d chQc thUdng mai, kinh te the gidi •
Tai l i ^ u t h a m k h d o
[1]. T r l n PhUPng Lan (2008), Van dyng m^t sd phtfdng phap thd'ng ke nghien cdu chat Iddng djch vu hanh khach cda hang Hdng khdng quoc gia Viet Nam. LATS kinh t e , Dgi hpe Kmh te qudc ddn Ha Ndi.
[2]. Nguydn Mgnh Qudn (2004), Xay ddng t)$
thing chi tieu danh gia vd qudn ly chit Itfdng sin pham van tii hdng khdng d Viet Nam, LATS kinh te, Trudng Dai hpe G T V T
[3]. Nguyen Hdng Thai (1999), Nhdng bien phap ndng cao chat lUdng djch vu van tii hdnl) khdch bang d td, LATS Kmh t e , Trudng Dgi hpe Kmh te qude ddn H d Ndi.
[4]. Nguydn Thj Hdng Mai (2014), Nang cao hidu qud hoat ddng cda he thd'ng VTHKCC trong dd thj, Ludn an T S K T , TrUdng Dgi hpe GTVT.
[5]. Doddy Hendra Wijaya (2009), Study of service quality in public bus transport: customer complaint danling and service standards design: Case study TransJakarta bus way and varmlandstrafik AB bus. Karistads University.
N g a y n h g n b a i : 20/4/2015 N g a y c h a p n h a n d a n g : 10/5/2015 N g u d i p h d n bi#n: PGS. T S . T U Sy Sua
T S . L y Huy Tuan
