" , ' ' BQ GIAO Dl)C VA DAO T~O ' , , ~ , TRUONG D.4I HQC KINH TE TP. HO CHI MINH DE TAl NGHIEN cuu KHOA HOC CAP B() DANH GIA CHAT LUONG DICH vu vAN TAl HANH . . . . , A A ~ , ' ' KHACH CONG CONG BANG XE BUYT VA Slf HAl . . LONG CUA NGu'OI DAN TP SU DVNG XE BUYT TREN , ,.! A ' CAC TUYEN NQI THANH TP.HCM Ma so' : B 2007 - 09 - 27 Chu nhi~m d~ tai: PGS, TS. Nguy~n Quang Thu Thanh vien nghien cuu: Ng6 ThiAnh Doan Van Huy Nguy~n Thanh Hung r ~ ·~ · 80 GIAO DUC o,:;;.: ·. __ 1· TRV(JNG E>J?.I HQC KINH r£ ; :•' . ·• . THUVlEN I s-) AjJ. ~~ : _ __ _:__L :::: _._ __ =·- ., .· . ; - -~ · TP. HCM Thang 11 nam 2008 Trang Chtidng 1: T6ng quan v~ d~ tai nghi@n cuu 1 1.1 Gidi thi~u 1 1.2 Mvc tieu ciia d~ tili 2 1.3 Phuong phap va ph~m vi nghien CUu 3 1.4 Y nghia thl,l'c ti~n ciia d~ tai 3 1.5 N()i dung ciia nghien cU'u 4 1.6 Tinh hlnh nghien cU'u v~ VTHKCC b~ng xe buyt Ci VN 5 Chudng 2: Ly thuye't v~ cha't luctng dich VQ - Gioi thif;u hf; thffng VTHKCC bAng xe buyt TP.HCM 6 2.1 Gidi thi~u 6 2.2 Cha't lu<jng dich V\1 6 2.3 Sl,l' thoa man 13 2.4 Gidi thi~u v~ sl,l' phat trien ciia h~ th6ng VYHKCC b~ng xe buyt 16 2.5 T6m t~t chuong 21 Chtio'ng 3: Phlidng phap nghi@n cuu va ke't qua nghi@n cuu 22 3.1 Gidi thi~u 22 3.2 Thie't ke' nghien cU'u 22 3.3 Thang do 26 3.3.1 Thang do cha't lu<jng dich V\1 VTHKCC b~ng xe buyt 26 3.3.2 Thang do mU'c d() hai long ciia hanh khach di xe buyt 28 3.4 M§u nghien cU'u 29 3.4.1 Thong tin m~u nghien cU'u 29 3.4.2 Phuong phap xii' ly s6li~u 30 3.5 Kiem dinh thang do va ke't qua nghien cU'u 31 3.5.1 Kiem dinh thang do b~ng M s6 tin ch Cronbach Alpha 31 3.5.2 Thang do mll'c d() hai long cua hanh khach sii' dt.mg xe buyt 33 3.5.3 Phan tich nhan to' kham pha EPA 34 3.5.4 Di~u chinh mo hlnh nghien cll'u 47 3.5.5 Phan tich hai quy 49 3.5.6 Phan tich tu'ong quan , 51 3.5.7 Danh gia chung v~ cha't lu'<;fng va mll'c d() hai long cua hanh khach sii' dt.mg djch vv VTHKCC b~ng xe buyt tuye'n n()i thanh TP.HCM 52 3.6 T6m t~t chu'ong , 54 Chu'dng 4: Mqt s6 y kiln dong gop nh~m niing cao chilt lu'Q'ng dich VI) VTHKCC b~ng xe buyt tuytn nqi thanh TP.HCM , 55 4.1 Djnh hu'dng phat tri~n xe buyt TP.HCM 55 4.2 M()t s6 y kie'n d6ng g6p nh~m nang cao cha't lu'<;fng djch vv VTHKCC b~ng xe buyt 56 4.2.1 Nang cao cha't lu'<;fng phu'ong ti~n xe buyt , .57 4 2 2 Th r{ • dA h ? t' • K ' t' K • A b , t 62 . . i:ll 9 p l,lC V\1 cua a1 xe va 1ep v1en xe uy . 4.2.3 Tr~m dung- nha cho 66 4.2.4 S\f an toan 70 4.3 T6m tcft chu'ong 72 Chu'dng 5: Klt lu~n 73 Tai li~u tham khao 75 PHl) Ll)C Ph1,111:1c 1: Dan bai thao lu~n nh6m 77 Ph1,1 lvc 2: Bang thiim do y kie'n danh gia cha't lu'<;fng djch vv VTHKCC b~ng xe buyt tuye'n n()i thanh TP.HCM 78 Ph\11\lc 3: Mota th6ng ke 81 Phvlvc 4: Phan tich nhan to' 88 Trang Bang 2.1: Lu6ng tuye'n xe buyt 17 Bang 2.2: Bang th6ng ke s6lu<;1ng trl'_lm dung, nha chC1 nam 2002-2008 18 Bang 2.3: Co ca'u doan phu'ong ti~n phan theo nh6m xe nam 2002-2008 19 Bang 2.4: Co ca'u doan phu'ong ti~n phan theo thanh ph§n kinh te' nam 2002-2008 .19 Bang 2.5: Bang th6ng ke san lu'<;1ng VTHKCC nam 2002-2008 20 Bang 3.1: Thang do cha't lu'<;1ng djch vv VTHKCC bAng xe buyt 26 Bang 3.2: Thang do mll'c d() hai long cua hanh khach 28 Bang 3.3: H~ s6 Cronbach Alpha cua cac ye'u t6 cha't lu'<;1ng djch vv VTHKCC bAng xe buyt 31 Bang 3.4: H~ s6 Cronbach Alpha cua thang do mll'c d() hai long cua hanh khach 34 Bang 3.5: Ke't qua phan tfch EFA cua thang do cha't lu'<;1ng djch V\1 VTHKCC 35 Bang 3.6: H~ s6 Cronbach Alpha cua cac ye'u t6 cha't lu'<;1ng djch vv VTHKCC 36 Bang 3.7: H~ s6 Cronbach Alpha cua cac ye'u t6 cha't lu'<;1ng djch vv VTHKCC 38 Bang 3.8: Ke't qua EFA cua thang do cha't lu'<jng djch vv xe buyt l§n 4 41 Bang 3.9: Ke't qua EFA cua thang do cha't lu'<;1ng djch V\1 xe buyt lffn 5 .42 Bang 3.10: Ke't qua EFA cua thang do cha't lu'<;1ng djch V\1 xe buyt I§n cu6i .43 Bang 3.11: H~ s6 Cronbach Alpha cua cac ye'u t6 cha't lu'<;1ng djch vv VTHKCC b~ng xe buyt lffn cu6i .45 Bang 3.12: Thang do cha't lu'<;1ng djch vv VTHKCC b~ng xe buyt da ki€m djnh so b9 45 Bang 3.13: H~ s6 Cronbach Alpha cua thang do muc d() hai long 47 Bang 3.14: Ke't qua EFA cua thang do mll'c d() hai long cua hanh khach 47 Bang 3.15: H~ s6 cua phu'ong trlnh hdi quy .,50 Bang 3.16: Ki€m djnh mo hlnh h6i quy ,50 B • 3 17 HA ""t·"o ·cr , "" t"" h'A .~ 51 ang . : ((so u' ng quan g1 a cac yeu o ng 1en cuu ? 'I:- .,? ? , ,., , , , ., , , • Bang 3.18: D~em trung bmh cua cac yeu to danh g1a chat lu'<;1ng d!ch vv 52 B ? 3 19 1:'\' R t b' h ? , , , , , d.< h . , , dA h'. I' 53 ang . : utem rung m cua cac yeu to an g1a muc Q a1 ong . IDnh 2.1: M6i lien h~ giua cha't htc;fng dich V\1 va S\1' thoa man cua khach hang 15 IDnh 3.1: Mo hlnh nghien cuu ve cha't lu'c;fng dich V\1 VTHKCC b~ng xe buyt 24 IDnh 3.2: Mo hlnh nghien cuu da dieu chinh 48 AT CB-CNV DNVT HL HTX M ME>QT NL DV QD SGGP SdGTCC SdGTVT TD TNHH TDPV TP.HCM TTQL&E>H UBNDTP VTHKCC XB XNK An toan Can b() cong nhan vien Doanh nghi~p v~n tai Hai long Hc;fp tac xa M~ng xe buyt Muc d() quan tr9ng Nang llfc phvc vv E>oan vien. Quye't dinh Sai Gon gilii ph6ng SO' Giao Thong Cong Chanh SO' Giao Thong V~n Tai Tr~m dung Trach nhi~m huu h~n Thai d9 phvc vv Thanh ph6 H6 Chi Minh Trung tam Quan Ly va Dieu hanh Uy ban Nhan Dan thanh ph6 V~n tai hanh khach cong c()ng Xe buyt Xua't nh~p khfiu D€ tai B2007 - 09 - 27 1 Chlidng 1: ,:? ~ ~ ' , , TONG QUAN VE DE TAl NGHIEN CUU. 1.1 Gi(Ji thifU. Quy hm,lch giao thong do thi trong thai ky hoi nh~p va phat tri~n la mot vi~c din thie't d6i voi ta't ca cac thanh ph6lon d Vi~t Nam n6i chung va cua TP.HCM m()t trung Him van h6a, kinh te' va chfnh tri IOn nha't nu'oc n6i rieng. Phat tri~n phu'dng ti~n v~n chuy~n hanh khach cong cong trong cac thanh ph6I0n d nu'OC ngoai du'QC coi la phu'dng ti~n V~n chuy~n hi~u qua nha't. T~i Vi~t Nam n6i chung va TP.HCM n6i rieng, nguoi dan chu ye'u sll' d1,mg phuong ti~n di l~i ca nhan (chie'm 93%) 1 • Di€u nay dfrn de'n sg gia tango nhi€m vl kh6i xe xa ra, gia tang tai n~n giao thong, gia tang sg c6 k~t xe vao giO cao di~m. gay t6n tha't ra't IOn hang nam cho nha nuoc (tfnh m6i nam TP.HCM thi~t h~i khoang 14000 ty d6ng do k(ft xe 2 , tai n(;ln giao thong gay thi~t h<;1i 8500 ty d6ng\ Han nua, Vi~t Nam nhu' mot di~m h(fn cua tu'ong lai, ngay cang c6 nhi€u khach du lich cling nhu' cac doanh nhan sang Vi~t Nam tham quan cling nhu' tlm kie'm co hoi dfiu tu', d~c bi~t tu khi Vi~t Nam gia nh~p WTO (vao thang 11 nam 2006). Vl v~y, vi~c xay dlfng mot thanh ph6 HCM hi~n d<;1i va van minh la di~u dn phai lam, trong d6, phat tri~n h~ th6ng v~n tai hanh khach cong cong (VTHKCC) b~ng xe buyt tuye'n n()i thanh TP.HCM voi cha't lu'qng cao la di€u khong th~ thie'u. Qua 7 nam Thanh Ph6 HCM dua dich Vl;l VTHKCC b~ng xe buyt de'n voi nguoi dan (tu nam 2002 de'n nam 2008), h~ th6ng xe buyt da phat tri~n khong ngung va ngay cang kh~ng dinh vi td cua mlnh trong h~ th6ng v~n tai cong cong cua mot do thi Ion. Theo th6ng ke cua sa GTCC, hi~n t!;li c6 khoang 3208 chie'c xe buyt dang phl;lC Vl;l cho 153 tuye'n xe buyt ch~y trong 24 qu~n - huy~n TP.HCM. San luqng v~n tai hanh khach cong 1 Phl;lm Xuiin Mai, Trffn Quang Tuyen. Ba.i "Tai d(u true cd ca'u va M th6ng xe buyt TP.HCM ". Thang 112008. 2 VietnamNet. Bai "Giai quye't k((t xe o TP.HCM t6n chua toi 100 ty d6ng". Bao di~n til' ngay 11/05/2008. 3 Bao dic$n til' Nguoi Lao E>()ng. Bai "K((t xe, TNGT gay thi~t hl;li 8500 ty d6ng m6i nam ". Ngay 12112/2006 Nguy€n Quang Thu- Ngo Thi Anh- Doan van Huy- Nguyen Thanh Hung. D~ tai B2007- 09- 27 2 c()ng blnh quan tfnh de'n thang 10/2008 dc;tt tren 1 tri~u htcjt hanh khach/ngay, blnh quan giai doc;tn 2002-2008 tang 58%/nam 4 • Sl,l' ti~n fch cua xe buyt, gia ve re, d~c bi~t trong thai ky gia xang d~ u tang cao da lam gia tang nhanh chong s6 hanh khach su d1,mg xe buyt. Nh~m phat tri~n h~ tho'ng v~n tai cong c()ng b~ng xe buyt theo huang giam tai nc;tn giao thong do phu'dng ti~n ca nhan gay ra, giam un ta:c giao thong vao giO cao di~m. giam 0 nhi~m moi tru'ong do kh6i xe may xa ra, tie't ki~m chi phi xang d~u cua nguoi dan, TP. HCM da phat d()ng phong trao nguoi dan di xe buyt, d()ng vien cac CB-CNV-DV di d~u trong phong trao nay, it nha't 1 l~n/tu~n m6i ngu'oi khong su dl,mg phu'dng ti~n ca nhan rna dung xe buyt (ba:t d~u tu thang 1/2009) 5 • Nhu' v~y. xe buyt da d~n trd thanh m()t phu'dng ti~n giao thong quen thu()c trong doi s6ng hang ngay cua ngu'oi dan thanh ph6. C6 th~ n6i sl,l' phat tri~n h~ tho'ng xe buyt n()i thanh m~c du da c6 nhung ke't qua kha quan, song v~n con nhi~u di~u ba't c~p. chua t6t, dn phan tich, di~u chinh d~ sao cho mQi ngttoi dan d~u mong mu6n du'<Jc su d~;mg loc;ti xe nay. Danh gia cha't lu'cjng dich V\J VTHKCC b~ng xe buyt va do Iuong muc d() hai long cua nguoi dan su dl;lng xe buyt cac tuye'n n()i thanh TP.HCM la m()t di~u dn phai lam va nen lam. Cha't lu'<Jng dich Vl;lla m()t trong nhung tieu chi quan trQng nha't d~ mQt cong ty c6 th~ ec;tnh tranh va dung vung tren thi tru'ong. Vi~c danh gia cha't lu'cjng dich V\} xe buyt se giup cho cac t6 chile v~n tai va so GTVT TP.HCM hi~u ro hdn v~ thang do cha't lu'cjng dich V\}, cling nhu' cac ye'u to' tac d()ng de'n sl,l' thoa man cua ngu'oi dan su d\}ng xe buyt, tu d6 c6 nhung di~u chinh hcjp ly d~ nang cao cha't lu'cjng xe buyt phl;IC Vl) ngu'oi dan. Xay dl,l'ng va quang ba hlnh anh xe buyt dyp hdn d~ ngu'oi dan TP khong con ac cam v~ xe buyt, hQ se tl,l' nguy~n di xe buyt. 1.2M{lc tieu ttJ tiii. Nh~m danh gia cha't lu<;5ng dich V\J VTHKCC b~ng xe buyt va sl;l hai long cua ngu'oi dan TP.HCM d6i voi xe buyt dn phai c6 cac tieu chi do luang cha't lu'<;5ng. Tren the' gioi 4 Bao cao ke't qua ho~t d(>ng v~n tai hanh khach bhg xe buyt giai do~n 2002-2008 ctia TT QL&BH VTHKCC, ngay 19/11/2008. 5 Theo ph6ng slf ctia Chu'clng Trlnh "Chao ngay mdi" ctia HTV7 ngay 22/08/2008. Nguy~n Quang Thu- Ngo Thi Anh- Doan van Huy- Nguy~n Thanh Hung. da c6 ra't nhieu nghien CUll ve mo hlnh thang do cha't h.tqng dich Vl}. Cac nghien CUll nay da du'QC ung dl}ng va kiem dinh cho tung lo£.ti dich Vl}. Trong nghien CUll nay chung toi sll' dl}ng mo hlnh danh gia cha't lu'qng d!ch Vl} SERVQUAL voi ml}c d!ch kiem dinh thang do cha't lu'qng cho djch Vl} v?n t<li hanh khach cong c<)ng b~ng xe buyt t£.ti TP.HCM. Voi nhii'ng ly do tren, de tai nghien cuu nh~m cac ml}c tieu sau day: • Xay dlfng- di€u chinh va kiem d!nh thang do cha't lu'qng dich Vl} VTHKCC b~ng xe buyt cac tuye'n n()i thanh TP.HCM. • Danh gia Slf hai long ctia ngu'oi dan thanh ph6 d6i voi d!ch Vl} VTHKCC b~ng xe buyt cac tuye'n n()i thanh TP.HCM. • Dong g6p mQt s6 y kie'n nh~m nang cao cha't lu'qng d!ch Vl} VTHKCC b~ng xe buyt va slf hai long ctia ngu'oi dan sll' dl}ng xe buyt cac tuye'n n<)i thanh TP.HCM. 1.3 Phlidng phap va ph{lm vi nghien cuu. Phf!.m vi nghien cuu: • Phuong ti~n v?n t<li h~mh khach cong c<)ng b~ng xe buyt • Cac tuye'n xe buyt n9i thanh TP.HCM Bo1 tll(lng nghien cuu: Cha't lu'qng djch Vl} va slf hai long ctia ngu'oi dan TP.HCM d6i voi xe buyt cac tuye'n n<)i thanh TP.HCM. Phlldng phap nghien cuu: • Sll' dl}ng phu'ong phap dinh tfnh de phan tfch thlfc tr£.tng phat trien h~ th6ng VTHKCC b~ng xe buyt cac tuye'n n()i thanh TP.HCM va kham pha cac ye'u t6 cha't lu'qng dich Vl} xe buyt. • Sll' dl}ng phu'ong phap djnh lu'qng de xay dlfng va kiem djnh thang do cha't lu'qng djch Vl} VTHKCC b~ng xe buyt, danh gia muc d9 hai long cua ngu'oi dan thanh ph6 d6i voi cac tuye'n xe buyt n<)i thanh TP.HCM. 1.4 y nghla thJ!c ti~n cua nghien cuu. Nguy~n Quang Thu- Ngo Thi Anh- Doan van Huy- Nguy€n Thanh Hung. .J:Iv LCI.i D~VV I - V7 - ~I Trong tlnh hlnh hi~n nay khi rna gili xang dftu va nhien li~u thu'ong xuyen bie'n d()ng, n~n kttt xe trong thanh pho' HCM voi cac phu'dng ti~n giao thong ca nhan, tai n~n giao thong va 0 nhi€m moi tru'ong do khoi xe xa ra thl vi~c phat tri~n h~ tho'ng VTHKCC b~ng xe buyt trong TP.HCM la m()t giai phap kha thi nh~m giam chi phf, giam tai n~n va giam o nhiem moi tru'ong. Lam gl d~ xe buyt TP.HCM phat tri~n b€n vi'i'ng? I>~ tra IOi diu hoi nay, dn giai quye't nhi€u va'n d€ trong do co nang cao cha't lu'<jng djch Vl) xe buyt. VOi ffil)C dich xay dl)'ng thang do cha't lu'<jng djch Vl) VTHKCC b~ng xe buyt, ke't qua cua nghien cuu nay se giup cac cong ty VTHKCC TP.HCM n~m b~t du'<JC cac thanh phffn Clla chfft lu'<jng djch Vl) Va mo'i quan h~ CUa chung VOi Sl)' thoa man cua hanh khach stl' dl)ng xe buyt. Cac cong ty thl)'c hi~n djch Vl) se co cai nh1n toan di~n han v€ cha't lu'<Jng djch VlJ, t~p trung ngu6n ll)'c, nhan hfc, v~t ll)'c d~ ciii thi~n djch Vl) to't hdn, gop phftn tung bu'oc cai t~O hlnh anh xe buyt, t~o du'<Jc long tin CUa nguoi dan TP. Ngoai ra, ke't qua cua nghien cuu nay con co th~ lam cd so cho cac nghien CUu tu'dng tl)' do'i voi cac lo~i hlnh djch Vl) khac nhu' djch VlJ hai quan, djch VlJ XNK. Cuo'i cung, nghien CUU nay se la m{)t tai li~U tham khao v€ chfft lu'<Jng djch VlJ cua nganh VTHKCC, dong gop co sd ly lu~n cho nhi'i'ng nghien cuu tie'p theo. 1.5 Nl)i dung nghien cuu. Chuang 1: T6ng quan v€ d€ tai nghien cuu. Chuang 2: Ly thuye't v€ cha't lu'<Jng d!ch vv va sl)' thoa man. GiOi thi~u h~ tho'ng VTHKCC b~ng xe buyt thanh pho' HCM. Chuang 3: Phuong phap nghien cuu va ke't qua nghien cuu. Chuang 4: M()t so' y kie'n dong gop nh~m nang cao cha't lu'<Jng djch Vl) VTHKCC b~ng xe buyt va sl)' hai long cua ngu'oi dan TP. HCM. Chuang 5: Ke't lu~n Nguyen Quang Thu- Ngo Thi A.nh- I>oan van Huy- Nguyen Thanh Hung. Llv li:tl.D~VV/- V7- ~I .J 1.6 Tznh hinh nghien cuu vi VTHKCC bdng xe buyt dii dli{Jc thf/c hi~n ll Vi~t Nam. Di€m qua m()t s6 cong trlnh da va dang nghien cuu v€ VTHKCC b~ng xe buyt t~i Vi~t Nam nhu sau: 1) D€ tai: '' H~ chuang trlnh h6 tr<;J quan ly va ai€u ph6i ho~ t d()ng giao thong TP.HCM". CNDT: TS Tdn Van Lang. Nam 2000. 2) D€ tai : "A.p dt,mg ky thu~t t6i u'u hoa va mo phong vao vi~c nghien cuu tlnh hlnh giao thong trong n()i thanh TP.HCM". CN a€ tai : TS H6 Thanh Phong, Truong DHBK- TP. HCM. Nghi~m thu nam 2000. 3) D€ tai: " Cac bi~n phap truoc m~t nh~m giam kttt xe t~i TP.HCM. CN a€ Uti : PGS.TS H6 Thanh Phong, Truong DHBK- TP. HCM. Nghi~m thu nam 2003. 4) Chuang trlnh phat tri€n VTHKCC d~u tu xa h()i h6a 2000 xe buyt. Trung Him Di€u Hanh VTHKCC. Thang 12/2006- 12/2010. 5) Mo hlnh ung dl;lng GPS va GIS phl;lc Vl;l cong tac quan ly xe buyt tren dia ban TP.HCM. Le van Trung- Dinh Vie't Chung. Nam 2006. 6) " Marketing cong c()ng voi vi~c cai thi~n cha't lu<;Jng dich Vl;l VTHKCC b~ng XC buyt t~i Ha N()i. D€ tai B2007-06-48. CNDT: Vii Tri Dung. 7) Danh gia cha't lu<;Jng dich Vl;l xe buyt tren dia ban Ha N()i. Tdn Thanh Van. Lu~n van cao h9c nam 2007. Khoa QLCN- DHBK Ha N()i. 8) D€ tai:" Xac dinh cac ye'u t6 anh huang ae'n quye't dinh di xe buyt ciia nguoi dan va m()t s6 giai phap mo r()ng thi truong dich Vl;l xe buyt t~i TP.HCM". Luong Th€ Mi, lu~n van cao h9c nam 2005. Truong DHKT, TP.HCM. 9) D€ tai:" Do Iuong cha't lu<;Jng xe buyt cong c()ng t~i TP.HCM". D€ tai NCKH ciia sinh vien truong DHKT, TP.HCM. Nam 2003. Khong tac gia. Nguyen Quang Thu- Ngo Thi A.nh- Doan van Huy- Nguyen Thanh Hung. [...]... 1a'n de len xu6ng xe 23 Hanh khach c6 du thai gian de len/xu6ng xe, khong phai ch~y theo xe 24 Tie'p vien xe buyt thong hieu tflt cac tuye'n xe ch~y trong TP de chi d~n cho khach ca Thai dl) phtjc vu cua ltii xe va tie'p vien xe bujt: 25 Tai xe' luon c6 thai d9 ljch sv 26 Tai xe' khong ph6ng nhanh vu'qt ffu, gay tai n~n giao thong 27 Tai xe' luon ch~y dung tuye'n 28 Tai xe' khong lai xe chen, Ia'n gay... 12 Xe buyt an to~tn cho tinh m~ng cua h~tnh khach 13 Xe buyt an toan cho sue khoe cua hanh khach Niing lljc phtjc VI}: 14 Xe d6n khach dung giO 15 Xe d6n va tra khach t~i be'n quy djnh 16 Xe khong bo tr~m 17 Xe khong don them khach khi da du s6 nguai theo quy djnh 18 Xe luon c6 du chf> ng5i cho khach 19 Xe khong bi hu d9c duang 20 C6 du xe phl;IC Vl;l hanh khach vao giO cao diem 21 Thai gian dqi xe. .. hanh khach di xe buyt: Hi~n nay Trung Tam QL&DH VTHKCC dang quan ly 4 be"n danh rieng cho xe buyt d6 la: Tr~m di€u hanh Sai Gon, Nha Ga hanh khach xe buyt Ch~i h9c Nong Lam Xe du'qc trang bi h~ thO'ng camera, loa lien lqc, thai dQ ph~c Vl:l ljch Slf CUa lai xe - tie'p vien da lam cho hanh khach tin tu'ong Nam 2006, thi di6m them 6 xe buyt c6 thie't bi h6 trq cho ngu'oi khuye't t?t ho~t d()ng tren 3 tuye'n: Be"n Thanh- Blnh Tay (1 xe) , be"n xe Chq Lon- Thu Due ( 2xe) va be'n xe Chq Lon- Cu Chi (3 xe) Nguyen Quang Thu- Ngo Thj Anh- E>oan... QLEJH- Sif GTVT, TP.HCM ( 11/2008) Cd cau doan phtidng ti~n: Nam 2002- 2005 So GTCC TP da tht,tc hi~n 2 dlf an dffu tu' xe buyt: dlf an 1318 xe buyt va dlf an 400 xe chuyen du'a ru'oc hQC sinh, sinh vien, cong nhan Hai dlf an nay da g6p phffn to Ion trong vi~c phat trien h~ thO'ng xe buyt TP.HCM Cu6i nam 2005 tie'p tl,IC thi di6m du'a 2 xe buyt hai t~ng vao ho~t d()ng tren tuye'n be'n xe Chq Lon- E>~i... vien xe buyt luon ijch s\fv6i hanh khach 30 Tie'p vien xe buyt luon giup do nguai gia va phl;l nu c6 thai len/xu6ng xe 31 Tie'p vien xe buyt luon giup do ngu'ai tan t~t 32 Tie'p vien xe buyt luon thong bao cho khach bie't cac tr~m , be'n dung 33 Tie'p vien xe buyt khong kh6 chju v6i khach di ve thang, ve t~p 34 Tie'p vien xe buyt luon vui ve, san sang tra lai khach khi du'qc hoi 35 Tie'p vien xe buyt . c<)ng b~ng xe buyt • Cac tuye'n xe buyt n9i thanh TP. HCM Bo1 tll(lng nghien cuu: Cha't lu'qng djch Vl} va slf hai long ctia ngu'oi dan TP. HCM d6i voi xe buyt cac. n()i thanh TP. HCM& quot;. CN a€ tai : TS H6 Thanh Phong, Truong DHBK- TP. HCM. Nghi~m thu nam 2000. 3) D€ tai: " Cac bi~n phap truoc m~t nh~m giam kttt xe t~i TP. HCM. CN a€. b~ng xe buyt cac tuye'n n()i thanh TP. HCM. • Danh gia Slf hai long ctia ngu'oi dan thanh ph6 d6i voi d!ch Vl} VTHKCC b~ng xe buyt cac tuye'n n()i thanh TP. HCM.