laang mLrc

KHOA HOC CONG NGHE

So 05/2020

Do laang mLrc dp hai long cua hanh khach

khi sir dung van tai hanh khach cong cpng bang xe buyt

• PGS. TS. N G U Y I N V A N Oiep - TrUdng Dgi hgc Giao thong van tdi

TOM TAT: Do ludng mdc dp hai long cua hanh khach khi hp sd dung van t i i hanh khach cong cong (VTHKCC) bSng xe buyt la mpt vigc lam het sde quan trong va nen dupe tien hanh dmh ky, bdi vl qua ket qua do ludng, cac chu the lien quan se biet duoc hien tgi hanh khach hai Idng cao hay thap khi hp sd dung xe buyt de di lai, biet dugc mot each cu the nhijng han che cCia VTHKCC ndi ehung, xe buyt ndi neng, qua dd se dua ra duoc gjai phap hoan thien to! uu. Phuong phap danh gia cho diem dupe sd dung nhu the nao de do ludng mdc do hai long cda hanh khach se duoc bai b i o lam ro, day cung la nqi dung chinh cua de tai nghien cdu khoa hoc cap Co s6 se duoc thuc hien tai Truong Dgi hoc GTVT nam 2 0 2 0 v6i su tai trp kinh phi cua trudng va su nghien cdu cua chinh tac gi^ bai bao.

TL/ KHOA: Van t i i hanh khach cong cpng, muc dp hai long cua hanh khach, phuang phap danh gia cho diem

ABSTRACT: Measunng the satisfaction of passengers when they use public transport by bus is a very important task and should be conducted periodically, because through measurement results, the Related parties will know whether passengers are satisfied with high or low when they use the bus to travel, specifically know the limitations of public passenger transport in general, buses in particular, There by will offer the optimal solution. The scoring method used to measure passenger satisfaction will be clarified by the article, which is also the main content of the grassroots scientific research project to be conducted at Transport University 2 0 2 0 with funding of the school and the study of the author of the article

KEYWORDS: Public passenger transport, passenger satisfaction level, grading method

I . O A T V A N O i

TP. Ha Ndi va TP.Hd Chi Minh la hai dd thi dae biet eua Viet Nam vdi dae diem dan sd ddng due, mat do phuong tien tren cae tuyen dudng rat Idn, VTHKCC bang

xe buyt la mdt loai hinh van tai rat quan trgng trong viec g i i m tac nghen giao thdng. Vdi sU phat trien cda kinh te va ddi sdng cua ngudi dan, chat lugng dich vu VTHKCC bang xe buyt cung p h i i duoc tdng bude c i i tien de phu hop vdi mong mudn cua hanh khieh sd dung xe buyt.

Viec d i n h gia chat lugng dieh vy thdng qua do ludng sU hai Idng cua hanh khich la mdt trong nhdng cich lam rat hieu q u i , thdng qua viec do lUdng do, ehung ta se biet dugc b i n than he thdng VTHKCC bang xe buyt edn ton tai nhdng khiem khuyet gi, nhdng ndi dung nao chua dugc hanh khich hai Idng, ndi dung nao dugc hanh khaeh quan tam nhieu nhat, ndi dung nao dugc hanh khach d i n h g i i tdt, t d d d doanh nghiep eung cap dieh vu, CO quan q u i n ly nha nudc se cd co sd d^ ra giii p h i p hoan thien chat lugng dich vu, nang cao sU hai Idng cua hanh khaeh, thu hut ngUdl d i n sddung xe buyt de di lai, giam t i c nghen giao thdng mgt each hieu qua.

2. N O I DUNG

2.1. Oo ludng suhai long cua ngudi sUdung sdn pham, djch vu van tdi

£)o ludng sU hai Idng cua khach h i n g la mdt trong nhdng ky thuat dugc dung pho bien trong viee danh gia thai dp eua khich hang ddi vdi mgt sin pham hay dich vu n i o dd. Hien nay cd nhieu phUOng p h i p do lUdng, qua ket q u i do lUdng, ngudi thuc hien dieh vu hay cung cap san pham se cd co sd hoan thien san pham hay dieh vu cua minh, t d dd se dat duoc muc tieu d i t ra. Mdc do hai Idng cua hanh khach khi hg sd dung VTHKCC la thude do ve chat luong phue vy tong hop. Hien nay, phuong phap danh gia eho diem chua duge chu trgng sd dyng, tuy nhien phuong p h i p nay ed nhieu Uu d i i m , trong dd noi bat nhat chinh t d su dieu tra true tiep hanh khach de thay dugc mde do hai Idng, mdc dd thda man cua chinh h i n h khich.

2.2. Cac yeu to dnh hudng sUhai long cua hanh khach khi sUdung VTHKCC bdng xe buyt

2.2.1. Dang tuyen van chuyen

Dang tuyen VTHKCC b i n g xe buyt la hinh dang ve hanh trinh eua tuyen v i n ehuyen hanh khich, nd eho biet tuyen di qua nhdng dudng phd nao eua dd thi, van de CO b i n la hinh dang tuyen cd phu hgp vdi ludng h i n h khieh di lai trong dd thi hay khdng, neu dudng di cua tuyen khdng phu hgp se tao ra su lang phi, tang thdi

gian ngdi tren phuong tien, gay ra sU bat tien eho hanh khach. NgUgc lai, tuyen dugc thiet ke hop ly, trung khdp vdi cac luong hanh khaeh thi se nang cao hieu qua sd dung phuang tien, tao sU t h u i n tien cho hanh khaeh, khoing cich va thdi gian binh quan mdt chuyen dl dugc rOt ngan, chi phi chuyen di cCia hanh khich bang xe buyt giim xuong, thu hut dugc nhieu h i n h khieh sd dung xe buyt.

Mgt dd thi cd the cd nhieu phuong thdc van tai tham gia van ehuyen h i n h khach cdng cdng nhu xe buyt, tau dien ngam, dudng sat tren cao..., khi dd tuyen van ehuyen cda cic phuong thde van tai tao thanh mgt mang lUdi tuyen VTHKCC cua dd thi.

2.2.2. Khoang cdch binh qudn gida hai diem ddng Lien quan den diem ddng do la khoang each binh quin gida hai diem ddng tren tuyen. Khoing each gida hai diem ddng hgp ly se tao sU t h u i n tien cho hanh khach len xudng va su thuan tien cho ngudi dieu khien phuong tien. Neu khoang cich nay dai q u i se dan den hinh khach phai mat nhieu thdi gian khi di tddiem ddng ciia phuong tien den noi can den. Ngugc lai, khoang each nay ngin q u i thi tren sudt hanh trinh phUOng tien phii ddng nhieu lan, chi phi ve nhien lieu tang len, thdi gian ddng dgc dudng eua mdt ehuyen se tang, hieu q u i khai thic phuong tien bj g i i m .

Khoang each binh quan gida hai diem ddng tren tdng tuyen dUOc ti'nh nhu sau'

^ ^rf + 1 Trong do:

Lgjj- Khoang each binh quan gida hai diem ddng ke nhau tren tuyen;

L^ - Chieu dai tuyen;

N^ - So diem ddng tren tuyen.

2.2.3. Suhgp ly ve vi tri diem ddng

Vj tri diem ddng ludn gan lien vdi sU len xudng cda hanh khach, bd tri diem ddng d eho nao p h i i ed sU khao sit ve nhu eau, ve d i e diem cda noi bd tri diem ddng, thudngnhdngnoinhucdngbenh vien, trudng hgc, sieu thj, nha ga, ben tau... la ndi phu hgp nhat de bo tri diem ddng. Ngoai ra, cung can xem xet den eae yeu to khae nhu ehieu rdng lan dudng, tam nhin, gdc cua d vj tri bd tri diem ddng. Hanh khieh rat de c i m nhan ve sd hgp ly hay khdng hgp ly ve vi tri diem ddng.

2.2.4. Ty le diem ddng eo thiet keva xdy ddng nha chd Diem ddng ed thiet ke va xay dung nha chd la mong mudn eua hanh khach, bdi vi nha chd se b i o ve sde khoe cho hanh khaeh, nha chd se ehe nang, ehe mUa trong khoang thdi gian h i n h khieh ddng ehd de duoc len phuong tien.

Ddi vdl VTHKCC bang xe buyt, tuyen dUdng boat ddng cua phdOng tien t r i i rdng k h i p khdng gian dd thj, ed diem ddng dugc xay dung nha chg nhung eung ed diem ddng khdng duge xay nha chd vi nhieu ly do, trong dd !y do chu yeu la thieu ve t i i chinh, vj tri diem ddng

7'^Vi,

KHOA HOC CONG NGHE

So 05/2020 khdng du rdng ve dien tich dat de xay dUng n h i ehd

Ty le diem ddng cd thiet ke va xay dung nha ehd dugc tinh nhusau:

" 'V, (2) Trong do:

TL^^^ -Ty le diem ddng cd xay dung nha chd ed mil ehe;

N^^^-S6 lugng diem ddng ed xay dung nha chd;

N^ - Sd luong diem ddng tren tuyen.

2.2.5. Chdt iddng phuang tien vdn tdi Chat luong phuong tien anh hUdng rat nhieu den chat lugng djeh vy van tat, qua dd i n h hudng den ty le hanh khaeh sd dung xe buyt de di lai. Sd lugng xe buyt nhieu thi gian each thdi gian gida hai chuyen se cd kha n i n g g i i m xudng, thdi gian hanh khieh chd dgi de len phuong tien se dUOc riit ngan, thdi gian chuyen di se giam, neu sd lugng phuong tien it thi ngUgc lai. Chat luong phuong tien tot hay xau i n h hudng true tiep den sU hai Idng eua hanh khich, phuong tien mdi, dieu hda hoat ddng tdt, san xe, ghe xe sach se, khdng ed mui khd ehju thudng la nhdng mong dgi cda hinh khach.

2.2.6. Tinh thdn Idm viec vd thdi do cua ldi xe vd nhdn viin trin xe

- T h i i do lam viee eua l i i xe:

Lii xe dieu khien phuong tien ehay tren dudng phii tuan thu nghiem ngit luat ATGT, van hanh diing tdc dd, dung Id trinh thiet ke, t h i i do niem nd an can, khdng sd dyng dien thoai khi lam viec, khdng chay au... l i nhdng yeu eau CO b i n cua lii xe.Tren thuc te dacd nhieu l i i xe VI pham ky luat lao ddng khi dang lam viec, trong do chay au, bd diem ddng la nhdng loi thudng gap d hg.

- T h i i do phuc vy cua nhin vien ban ve, kiem soat tren xe:

Nhin vien kiem soat, ban ve tren xe cung can d i m b i o nhdng yeu cau nhat dinh, trong dd can chu y den thai dp hda n h i , niem nd giup dd, than thi^n vdi hanh khich, b i n ve thu tien dung quy dinh.

2.2.7. Gid ve

Gia ve la yeu td i n h hudng den ehi phi ma hanh khieh p h i i bd ra khi di lai b i n g xe buyt, mac du la loai hinh van t i i da duoc N h i nUde tro gia nhung hanh khieh van mong mudn gia re va thuan tien, dae biet ddi vdl ddi tuong sinh vien, hg la hanh khach chiem ty trong nhieu nhat, t i i ehinh phy thude vao chu cap cua gia dinh. Mdc g i i ve hop ly mang tinh chat ho tro h i n h khach se lam tang dd hai Idng cua hanh khach. De hap dan hanh khaeh di lai b i n g VTHKCC, ehinh saeh ve ve p h i i phong p h d cd nhieu hinh thdc ve nhu ve t h i n g , ve tap, ve lugt, ve ap dung cho cie ddi tugng khac nhau phai the hien sU nhan van va traeh nhiem ddi vdi x i hdi.

2.2.8. Cdc yeu to khde

- SU lien ket vdi cae loai hinh van tai khae;

- SU an toan cho ban than va h i n h ly eiia hanh khaeh khi di lai tren phuong tien;

KHOA HOC CONG NGHE

S6 05/2020

- Khung thdi gian hoat ddng cua tuyen;

- Gian each thdi gian gida hai chuyen ke nhau;

- Cae thu tyc hanh chinh khi l i m the, mua ve t h i n g , ve tap;

- Cie chinh sach ho tro cho hanh khich;

- Cie thdng tin, djch vu duge eung cap cho hanh khich tren phuong tien;

-Yeuto khic.

2.3. Do ludng mUc do hai long cua hanh khdch bSng phuong phap cho diem

- Trinh t u cda phuong phap:

So do 2.1: Quy trinh phuong phip cho diem khi dinh gii miic dp hii long eua hinh khieh dm vdi VTHKCC bang xe buyt - Ndi dung eua eac bude trong quy trinh.

Thdnhdt: Xdc dmh trgng so cua tdng chi tieu Cd nhieu yeu td i n h hudng den mdc do h i i Idng cua hanh khach, nhung sUanh hudng eua tdng yeu td la khie nhau, trong tinh t o i n ngUdi ta se sd dung trgng sd de the hien dieu dd. De xac dmh trgng sd tdng yeu td (ehi tieu) ed the sd dyng phUOng phap dieu tra hanh khieh hoae phuang phap ehuyen gia. Phuong p h i p dieu tra hanh khich se ehinh xae hon nhung tdn kem ehi phi dieu tra, phuang p h i p ehuyen gia thUc ehat la tham khio y kien ehu quan ciia chuyen gia, hg ed kinh nghiem ve linh vuc chuyen mdn, hg cd sUcim nhan tUOng ddi chinh xie edng nhutdng the ve VTHKCC bang xe buyt, hg se dua ra mdt phuang an ve trgng sd eiia tdng yeu td i n h hUdng, phuong p h i p ehuyen gia it dugc sd dung, vi nd khdng xuat phattdsuy nghi, sU mong dgi cua hanh khaeh.

Be xic djnh trpng sd eua tdng ehi tieu can tien hanh quy trinh 4 bude:

^

Till el ke phidu d,^u

— ^

Dicu Ira hatili khoch He

t

\y-

P- ^{^ '•"' 1}

Xac dinh chi lieu Iheo

ciia liAnh khach

So do 2.2: Sa do cie bude xac dinh trpng so cda tung chi tiiu Budc 7:Thiet ke phieu dieu tra hanh khach Phieu dieu tra duge thiet ke ro rang, de hieu, de t r i Idi, phieu dieu tra dUa ra cau hdi: Hay cho biet mdc do quan trgng cua eic yeu td anh hudng den viec lUa chgn VTHKCC de di lai, de nghj qiiy khach d i n h g i i cae yeu td nay dugc s i p xep theo t h d t u 1 den 8 theo thd t u mdc do quan trgng g i i m dan. Ndi dung quan trgng trong dieu tra la xac dinh quy md mau dieu tra, sd lugng mau dieu

tra se quyet djnh tinh dai dien cua ket qua dieu tra, neu dieu tra sd lugng mau it qua thi do chinh xac se thap, dieu tra nhieu qua thi tdn kem ehi phi.

6udc2;Tien h i n h dieu tra hanh khach Hanh khach dugc phat phieu dieu tra, yeu cau hanh khich tra Idi cic c i u hdi da neu trong phieu dieu tra.

Thdi diem dieu tra ed the ehia thanh mdt sd lan trong nam, hoac cd the dieu tra mdt lan.

Budc i ; Tong hgp va xdly k e t q u i dieu tra Can cd vao ket qua thu thap dugc t d phieu di^u tra, xac dinh con sd ed bao nhieu phan tram hanh khaeh quan t i m den tdng chi tieu. Mdc phan tram hanh khach quan tam den tdng chi tieu la khac nhau, nghTa la mdc dd quan trgng ciia tdng chi tieu la khic nhau. Moi h i n h khach, sU sap xep thd t u eie yeu td eua ho l i khic nhau, song khi tdng hgp lai thi se cd dUoc mUc do quan trgng eua tdng chi tieu.

Budc 4: Xie dinh trgng sd cua chi tieu

Bing 2.1. Trpng so cic ehi tiiu cda hi thdng VTHKCC bing xe buyt

tt 1 2 3 4 5 6 7 8

Chi ti^u diinh gia Dang tuyen Khoang each binh quan giCra hai aiemdC/ng Su hop ly ve vi tri diem dCrng Ty le Siem di/ng co xay difng nha chd

Chat luong phUOng tien Tinh than lam viec va thai flo cua lai xe va nhan vien tren xe Giave

Yeu to khSc Tdng

Ket quS % Trong so a,

Trong eie ehi tieu tren, chi tieu nao cd ty le h i n h khich quan tam it nhat thl lay trgng sd eiia nd bang T, trong sd cua chi tieu khac dUoc tinh nhU sau:

Trong do: a - Trgng sd eda chi tieu thd I;

07 -Ty le % h i n h khach quan tam den chi tieu I;

Q7, - Ty le hanh khach quan tam den chi tieu cd trgng sd bang 1;

Chang han, trong sd cac ehi tieu tren, ehi tieu "hinh dgng cua tuyen" cd sd lugng h i n h khaeh quan tam it nhat vdi ty le la 8%. Viy thi trong sd cua chi tieu nay dugc lay g i i trj b i n g 1, gia sd ehi tieu "Chat lugng phuong tien"cd so luong hanh khaeh quan tam la 32%. NhU vay, trgng sd cua ehi tieu Chat lugng phuong tien duge lay bang 4 (tdc la 32/8).

Thdhai: Tinh diem eua tdng chi tieu

Viec xac dinh diem eiia cac chi tieu duoc thuc hien thdng qua phuong phap dieu tra hanh khieh. DUdi day bai b i o xin trinh bay each xae djnh diem thuc te doi vdi chi tieu "Chat lugng phuong tien".

KHOA HOC CONG NGHE

Day l i chi tieu djnh tinh, hanh khach la ngudi thudng xuyen di lai, hg nhan biet dugc rang phuong tien ed chat lugng nhuthe nao, ehat lugng phuong tien da mang lai sU thoai m i i eho hg khi di lai 6 mdc dp nao.

Chat lugng eua phuong tien phu thugc v i o cic yeu td sau:

- Sd lugng ghe ngdi tren phuong tien;

- Dd sach se thoang mat tren phuong tien;

- Sd lugng v i chat lugng cac den, phu kien tren xe;

-Dieu hda tren xe;

- Cie yeu td khie.

De biet dugc so diem danh gia cho chi tieu nay, can lap phieu dieu tra hanh khaeh, yeu cau hanh khich chgn mgt mdc nao dd xuat p h i t t d sU c i m nhan cua h i n h khach tuong Ung vdi 5 mdc do dat duoc cua chi tieu, t d rat thap den rat cao.

Rat thap Thip Trung binh Cao Rat CBO

Viec sddyng thang diem 5 la phil hgp, neu sddung thang diem nhieu hon, ddng nghia vdi nhieu mdc do ciia chi tieu, khi do de nham lan trong n h i n thdc v i danh gia ciia hanh khich, cdn neu thang diem nhd hon thi khd phan biet dugc su khae biet gida cic mdc do dat dugc cua chi tieu. Moi h i n h khach cd the cam nhan ve mdc dp yeu kem hay tot xau eua phuong tien l i khae nhau, nhung tong hgp dieu tra nhieu hanh khach se cd dugc quan diem danh gia ehung cua h i n h khieh v i ket q u i dugc the hien trong Bdng 2.2.

Ket qua danh g i i ehung phy thude vao danh g i i cda cic nhdm h i n h khach. DUa vao phieu dieu tra thu thap dugc, xd ly va tinh t o i n , sau dd dien sd lieu vao Bdng 2.2.6 edt ty trgng (edt 3) tUong dng vdi diem (cdt 4) la can cdde tinh diem cua ehi tieu.

Bing 2.2. Bing xic dinh so diem dinh gii ciia chi tieu Mu'c d6 hai

I6ng m^ HK lira chon

(1) Rat thap

Tha-p Trung binh

Cao Rat cao Tong so

So \uang hanh Ithach lu^ chon

(2) A B C D E

Ty trong hanh khachlUa

chon (3) a%

b%

c%

d % e % 1 0 0 %

Diem tUang i^ng

(4) 1 2 3 4 5

Diem cda chi tieu i se duge tinh theo edng thdc:

P = ax1-(-bx2-Hcx3-Hdx4-(-ex5 (4) Trong dg: a, b, e, d, e dugc doi sang he sd, 100%

tuang dng vdl he sd 1.

Thd ba: Tinh tong so diem ve mdc do hdi long cua hdnh khdch.

Sau khi cd trgng so ciJa tdng chi tieu, diem cua tdng chi tieu, can xie dinh dUgc diem cua tuyen. Goi sd diem cCia tuyen la P:

p=ya.p

t! (5) Trong do:

P - Tdng so diem thuc te eua tuyen VTHKCC bang xe buyt;

a,, P - Trgng sd v i diem eua chi tieu thd i.

Thdtu: Ket ludn

Dya vao diem danh gia ve mdc do hai Idng cda hanh khaeh de dua ra nhan xet va ket luan.

Tong diem duge lay gia tri Idn nhat l i PTD diem, khi m i tat ca cac ehi tieu deu dat diem tdi da, tdc la 5 diem, k h l d d l a P T D - S x ^ a ,

Thue te, tdng diem ed the nhd hon hoae b i n g PTfJ, de cd ket luan chinh xic, chia mdc dp hai Idng cua hanh khich thanh 5: Rat thap, Thap, Trung binh, Cao va Rat cao. Mdc do hai Idng ciia hanh khich the hien trong Bdng 2.3.

Bing 2.3. Tinh diem va kit luan ve muc 3d hii Idng cua hanh khich H<ic

1 2 3 4 5

Tong SO diem dat duoc cua tuyen (P)

P< 0,2 P,^

0,2 P^< P < 0,4. P^

0,4. P^j < P < 0,6. P^g 0,6 P^ ^ P < 0.8 P^^

P > 0,8. P,j,

Ket luan vesi/hai long cua hanh khach

Rat thap Thap Trung binh

C>o Rat cao

GhlchO

Nhu viy, mde do hai Idng cua hanh khach ddi vdi tuyen VTHKCC bang xe buyt ciia dd thj chi cd the la mdt trong nam mdc nhu tren. Can cd vao hien trang, can ed ket q u i do lUdng dd h i i Idng eua hanh khieh ehung ta se thay duac tuyen xe buyt dang d mde nao, t d dd se cd nhdng giai phap khic phue va hoan thien tuyen xe buyt eung nhu ca he thdng VTHKCC bing xe buyt.

2.4. SUdung phUtfng phap

Do ludng mde dd hai Idng cda hanh khieh bang phuong phap eho diem vdi npi dung nhU tren da the hien rd tinh Uu viet ciia phuong phip, can ap dyng v i thuc hien thudng xuyen ddi vdi tdng tuyen VTHKCC hoac ca he thdng VTHKCC tuy thudc vao mye dieh eua viec do ludng. PhUOng phap nay ehi tdn kem chi phi d khau dieu tra thu thap dd lieu, d cae phan viec khic dugc thuc hien nhanh ehdng va it tdn kem, ddi lai se cho ket qua vdi do tin cay va chinh xic cao, giup cho ehung ta de xua't dugc giai phap hoan thien tdng tuyen VTHKCC cung nhU nang cap ca he thdng VTHKCC mgt cich hieu qua nhat.

3. K I T L U A N

Mde do hai Idng cua hanh khaeh khi sd dung VTHKCC bang xe buyt tren tdng tuyen la thUde do tdng hgp ve hien trang, chat lugng dich vy dudi gdc nhin eua ngudi sd dyng. Khi sd dyng phuong phap danh gia cho

KHOA HOC CONG NGHE

So OS/2020

diem de do lUdng thi cac yeu td anh hudng den sU hai Idng cua hanh khich tren mdt tuyen VTHKCC ey the deu duge xet den thdng qua thiet ke ngi dung phieu dieu tra de li'y y kien cua chinh h i n h khaeh, do ehinh xae va tinh khich quan eua ket q u i rat cao, chi phi thuc hien phuong p h i p nhd, thdi gian eho ket qua rat n g i n , viec nghien cdu va md rdng sd dung phuong phap l i rat can thiet de khai thae tinh Uu viet cua phuong phip.

Tai lieu tham khdo

[1]. PGS. TS. Nguyen Van Diep (2011), Nghien cdu ddnh gia hi thong VTHKCC bang xe buyt d do thi Viet Nam, Luan an Tien sy kinh te.

[2]. PGS.TS. Nguyen Van Diep (2016), Phuong phdp dUbdo nhu cdu van chuyen hanh khdch do thj, NXB. GTVT.

[3]. GS. TS. Td Sy Sua (2005), Bai giang To chdc van fdi,Trudng Dai hgc GTVT.

Ngay nhan bai: 12/4/2020 Ngay chip nhan dang: 22/4/2020 NgUcfi phdn bien: GS. TS. TU Sy Siia

PGS. TS. Nguyen Thj Hong Hanh