Các giải pháp hoàn thiện hoạt động quản lý các điểm dừng chân trên tuyến du lịch đường bộ hà nội hạ long

w TRVdNG DAI HOC KINH rf QU - Luan van da tdng hpp va he thong hoa dupe cac van de ve diem dung chan tren cac tuyen du lich dudng bo va cong tac quan ly bao gom ca quan ly nha nude va quan ly kinh doanh tai cac diem dung chan e y r r r •> - Tac gia luan van da co nhieu co gang khao sat, phong van va to chuc phat phieu tham khach du lich nude va nude ngoai de danh gia thuc trang quan ly cac diem dimg chan mot each khoa hoc va khach quan - Luan van dua nhom giai phap Nhung giai phap co co so khoa hoc va tinh thuc tien de cac co quan quan ly nha nudc ve du lich o trung uong, dia phuong cung nhu cac doanh nghiep kinh doanh tai diem dung chan va cac doanh nghiep lu hanh nghien cuu ap dung vao thuc te 2.4 Nhunn gop y cho uan van Chung tni xin gop y de tac gia hoan thien nhu sau: A Trong tr.28, co quan quan ly nha nudc ve du lich o dia phuong la” so VHTTDL, chu khong phai la so Thuong mai va Du lich” Ket luan Luan van la mot cong trinh khoa hoh, tah gia lcan van da co r r hOieu co gang viec su dung cac phuong phap thu thnp cac tu lieu, so lieu ke ca y kien cac chuyen gia de xay dung luan van cua minh Doi chieu vdi tieu chuan cua luan van thac sy, luan van da hoi dU cac tieu chuan ' t r a r • A r A • ? $ A A 1 A w Al r T-\ A • r • A < • • A i A Ha Noi, 15 thang 11 nam 2013 Ngudi nhan xet TS Trinh Xuan Dung YEU CAU CUA HQI DONG CHAM LUAN VAN THAC SI Ve nhung diem can sua chua, bo sung trudc nop luan van chinh thuc cho VDTSDH xcuxv l-£t C.U.Q ' •! [l.ac.SLj Hoc vien (Ky va ghi ro-hp ten) 4am T.R.' ik'n - Neu hoc vien co trach nhiem chinh sua theo yeu c£u cua Hoi dong cham luan van Trong truong hop khong chinh sua se khong duoc cong nhan ket qua bao ve - Hoc vien phai dong ban yeu cau chinh sua vao cu£i luan van chinh thuc nop cho vien DT SDH MUC LUC • • LOT CAM DOAN DANH MUC BANG BIEU, HINH VE TOM TAT LUAN VAN i LOl MO' DAU CHUONG 1: CO SO LY LUAN VE HOAT NGHIEN CUU • • DONG • QUAN LY CAC DIEM DUNG CHAN TREN TUYEN DU LICH 1.1 Tong quan nghien cUu ve diem dung chan 1.1.1 Cac nghien cuu nuoc 1.1.2 Cac nghien cuu nuoc ngoai 1.2 Mot so khai nie m co ban 10 1.2.1 Khach du lich va nhu cau cua khach du lich 10 1.2.2 Tuyen du lich 13 1.2.3 San pham du lich via chuong trinh du heli cua cac cong ty lu h!btfi l5 1.2.4 Diem dimg chan va diem dung chan tren tuyen du llch 18 1.3 Cong tac quan ly cac diem dung chan tren tuyen du lich .24 1.3.1 Noi dung quan ly cac diem dung chan tren tuyen 24 1.3.2 Cac nhan to tac dong den cong tac quan ly cac diem dung chan • • r r •> tuyen du lich 31 1.4 Kinh nghiem quan ly cac diem dung chan tren dudng bo o mot so quoc gia va bai hoc kinh nghiem rut cho Viet Nam .33 1.4.1 Kinh nghiem quan ly cac diem dung chan tren dudng bo d mot so r quoc gia 33 1.4.2 Bai hoc kinh nghiem rut cho Viet Nam 38 CHUONG 2: THUC TRANG QUAN LY CAC DIEM DUNG CHAn 2.1 TREN TUYEN DU LICH HA NOI • • - HA • LONG 40 Tinh hinh cac diem dung chan tren tuyen du lich Ha Noi Ha Long 40 2.2 Thuc trang quan ly cac diem dung chan tuyen du lich Ha Noi Ha Long 41 98 co lien quan, hong tin rd rang, cong khai, trung thuc so luong, chat luong, gia ca dich vu cung cap cho khach, thuc hien day du nghia vu da cam ket vdi khach Gan bien hieu “Dich vu du lich dat chuan’'’ tai cua chinh hoac khu vuc trung tam cua co > r so tao niem tin cho khach hang va doi tac * Cac doanh nghiep can phai lua chon thi trudng va dinh vi dupe thi trudng cua minh thong qua viec tim hieu ve nhu cau cua khach hang tren thi trudng do, thoi quen tieu dung, dac tinh tieu dung, sd thich, tinh each va cac quy tac giao tiep ung xu de dua nhung mat hang phu hop, to chuc tot khau bay ban, gidi thieu, dong goi, toan va cac dich vu cong mien phi Nang cao chien luge vdi cac khach hang trung gian, ddi tac la cac don vi lu hanh viec gidi thieu tdi du khach, dua cac hop dong va thoa thuan hop tac phat trien Cong nghe thong tin la yeu to quan trong hoat dong kinh doanh va phat trien san pham cua mot cong ty du lich, viec hoan thien he thong website cua cong ty, cap nhat thudng xuyen thong tin, md rong quang ba san pham dich vu qua he thong cac kenh true tuyen Chu cay dung thuong hieu va quang ba thuong hieu ❖ Gidi phap ve quan ly, to chuc, phat trien chat luang doi ngu nhan vien Kien toan bo may d cac diem dung chan nham nang cao nang luc quan ly bo may lanh dao, rut kinh nghiem nhung mo hinh to chuc quan ly hieu qua de nhan rong ap dung toan cong ty Kien toan ve nhan su cac phong ban, thuc hien bd nhiem can bo, danh gia, phan loai can bo lanh dao de nang cao chat luong doi ngu can bo Tang cudng su lien ket, hop tac vdi cac co sd dao tao Lien ket giua doanh nghiep vdi cac co sd dao tao nham phat trien md hinh dao tao tai cac doanh nghiep theo don dat hang, vua tiet kiem lai hieu qua Ngoai lien ket chat che vdi cac trudng trung cap, cao dang nghe, cao dang, dai hoc dao tao ve du lich nham thu hut cac sinh vien thong qua chuong trinh nhan sinh vien thuc tap cuoi khoa, cap hoc bong tai nang tre nham nang cao chat lupng ngudn nhan luc Thanh lap cac quy 99 dao tao, boi duong va phat trien nguon nhan luc Dinh huong phat trien ve quan ly va to chuc cua cac diem dung chan can chu viec kinh doanh co trach nhiem voi xa hoi va moi trudng can dua cac chinh sach quan ly, bao ve moi trudng va hoat dong phat trien ben vung cua cac diem dung chan dong gop vao muc tieu kinh te - xa hoi cua dia phuong Tiep tuc nang cao nhan thuc, huong dan cho ngudi lao dong tai diem dung chan ve tam quan trong, bien phap bao ve moi trudng tu nhien, moi trudng nhan van, bao ton va phat huy gia tri van hoa, xa hoi To chuc quan ly hieu qua cac hang muc cong trinh nhu: nha ve sinh cong cong dap ung viec tiet kiem nang luong, nuoc, giam thieu va xu ly nuoc thai; bai xe co cay xanh xung quanh khu vuc bai xe, he thong thoat nuoc, co luoi chan nang hoac mai che lam bang vat lieu than thien voi moi trudng, cac bien chi dan toi cac khu vuc dich vu cua diem dung chan, dich vu lam sach xe cap toc; cac nha hang an dap ung cac tieu chi tiet kiem nang luong, nuoc, su dung thuc pham an toan, xu ly va giam thieu chat thai; cac cua hang mua sam gioi thieu ve van hoa truyen thong va san pham cua dia phuong, su dung cac nguyen vat thieu than thien voi moi trudng, cac san pham xanh Du lich la mot nganh kinh te dich vu, nguon nhan luc du lich chiem mot vi tri quan trong, tai cac diem dung chan muon nang cao chat luong phuc vu, kich ' ' ' ' thich khach mua nhieu hang hoa, su dung nhieu dich vu phu thuoc rat nhieu vao doi ngu nhan vien lao dong truc tiep voi khach tai diem dung chan Chinh vi the can doi r > r r hoi doi tuong co nghiep vu ban hang va ky nang can thiet giao tiep voi khach hang, co dong phuc va trang phuc dep mat phu hop voi cong viec cua cac bo phan truc tiep phuc vu khach va deo bang ten, co thai phuc vu tan tinh, vui ve va chu dao, am hieu ve hang hoa va dich vu cua don vi, trung thuc ban hang khong tu r • r r • • ' • /v r /s, y nang gia ban sai gia niem yet De phuc vu doi tuong khach du lich nhung ngudi co nhung yeu cau cao hon, kho tinh hon va doi hoi cac ly nang d trinh cao ve ngon ngu giao tiep, phuong thuc phuc vu, gioi thieu doi hoi mot doi ngu can bo can phai nang dong, du nang luc cong tac quan ly, dieu hanh cac hoat dong cac diem dung chan, hieu biet 100 \ r r r ve thi trudng, chien luge marketing, cac chuan muc giao tiep vdi khach quoc te, han che rui ro cac doanh nghiep tren thi trudng 3.2.4 Nhom gidiphap cua cac Cong ty lie hanh Chuang trinh du lich va san pham cot loi cua cac dan vi ltr hanh, chinh vi vay viec xay dung cac chuong trinh du lich hop ly, dam bao chat luong phu hop vdi nhu cau cua du khach la viec ma cac don vi ltr hanh can quan tam Khi xay dung chuong trinh du lich can phai chu y tdi cac nguyen tac sau: • Chuang trinh phai cd toe thuc hien hop ly Cac hoat dong khong nen qua nhieu gay met mdi Tru nhung trudng hop bat buoc, viec di chuyen phai phu hop vdi kha nang chiu dung ve tam ly, sinh ly cua ttrng loai du khach Can cd thdi gian nghi ngoi hop ly • Da dang hoa cac loai hinh hoat dong, tang cudng cac trai nghiem tieu dung dich vu tranh su don dieu cam giac nham chan cho du khach • Chu y tdi cac hoat dong don tiep dau tien va cac hoat dong tien khach chuong trinh ket thuc • Trong cac dieu kien cho phep, cd the dua cac chuong trinh tu chon cho du khach Cd kha nhieu phuong phap de xay dung va cai dat cac chuong trinh tu chon Trong mot khoang thdi gian nao cua chuong trinh, khach cd the chon • Phai cd su can doi giua kha nang ve thdi gian, tai chinh cua khach tdi noi dung va chat luong cua chuong trinh, dam bao su hai hoa giua muc dich kinh doanh cua Cong ty vdi yeu cau du lich cua du khach Mot tuyen hanh trinh hoan chinh doc len du khach da cd the cam nhan duoc su loi cudn hap dan va yen tam moi chi tiet du la nho nhat cung da duoc can nhac de bao dam cho su cong cua chuyen di Cac diem dung chan hanh trinh du lich cua du khach dong vai tro quan x r tao mot toe thuc hien chuong trinh hop ly, phu hop ve mat tam ly va sinh ly cua du khach, da dang hoa loai hinh hoat dong va tang cudng trai nghiem x r tieu dung, phu hop vdi nhung nhu cau cua du khach Do la nhung loi the ma cac diem dung chan giup chat luong cac chuong trinh du lich Tuy nhien, neu cac 101 diem dung chan ma cac Cong ty lu hanh khong yen tam va tin tuong ve cac dich vu cung cap tai cac diem dung chan thi co the de duoi dang cac chuong trinh lua chon cho du khach Ben canh do, Cac don vi lu hanh can tien hanh cac cuoc khao sat cac diem dung chan de nam dupc thong tin dich vu cung nhu chat lupng cac diem dung chan de tu van va gioi thieu cho du khach va doi tac nuoc ngoai Cac phai co nhung hpp dong, thda thuan giua doanh nghiep lu hanh va cac diem dung chan ve van de cung cap dich vu phuc vu khach du lich Cac to chuc, hiep hoi du lich cung can co nhung thong nhat chung nganh de diem dung chan cac chuong trinh du lich mang lai hieu qua cao nhat cho chuyen di 102 KIEN NGHI Kien nghi voi Chinh phu va cac Bo, nganh Lien quan ❖ Kien nghi vdi Chinh phu r r Tiep tuc tao moi truong vi md on dinh, ban hanh cac co che, chinh sach, luat phap quy dinh ve cac diem dung chan chung va diem dung chan phuc vu khach du lich phu hop vdi xu the phat trien va hoi nhap the gidi Nha nudc can cd che uu dai ve thue, tin dung, dat dai cho cac don vi la chu dau tu, khai thac true tiep cac diem dung chan phuc vu khach du lich tren cac tuyen du lich diem cua quoc gia bat va cap nhat Chinh phu cung can chu dong dau tu cac tram dung chan chi bao gom cac dich vu cong: bai xe va nha ve sinh cong cong Chinh phu mien thue dat vdi nhung dien tich danh cho dich vu cong cong khong thu phi nhu bai xe, cho nghi ngoi cong cong, khu ve sinh song hanh vdi viec giam thue dat thue ❖ Kien nghi tori cac Bo, nganh lien quan Du lich la nganh cd tinh chat lien nganh, lien vung va da dang; de du lich phat trien va nang cao nang luc canh tranh thdi ky hoi nhap kinh te quoc te ddi hoi phai cd su hop tac, ho tro cua nhieu ban nganh lien quan Su phoi hop manh me giua Bo van hoa, Thd thao va du lich vdi Bo Giao Thong Van tai viec lap Quy hoach, ke hoach tdng the ve he thong cac diem dung chan tren tuyen dac biet la nhung tuyen trung vdi cac tuyen du lich diem, tieu chuan va quy dinh doi vdi hoat dong cua cac diem dung chan phuc vu khach du lich Cong bo cac dich vu, cung cap cac thiet ke mau ddi vdi tung loai diem dung chan 103 Bo giao thdng van tai som chi dao hoan viec quy hoach va thu hut dau tu xa hoi vao he thong diem dung chan; xa hoi hoa va som cong khai Quy hoach cung voi cac thong tin va chinh sach ho tro dau tu khai thac diem dung chan Bo co the kien nghi de xuat voi Chinh phu mien thue dat voi nhung dien tich danh cho dich vu cong cong khong thu phi nhu bai xe, cho nghi ngoi cong cong, khu ve sinh song hanh voi viec giam thue dat thue Phoi hop voi Cuc ve sinh, an toan thuc pham dua cac quy dinh ve ve sinh, an toan thuc pham tai cac nha hang cua cac diem dung chan, tra, kiem tra viec r •> cap phep an toan ve sinh thuc pham Phoi hop voi Cuc Quan ly Thi truong van de ve quan ly chat luong va gia ca va cac san pham bay ban cho du khach Phoi hop voi Bo Tai chinh Ban hanh cac Quy che ve viec mien, giam thue doi voi cac du khach mua hang tai cac diem dung chan, don gian hoa cac thu tuc giai quyet hoan thue cho cac mat hang khach da mua Cac co quan thuoc Bo ngoai giao, cac thuong vu Viet Nam tai nuoc ngoai can nang cao y thuc va vai trd cua minh viec gop phan xay dung va ho tro quang ba du lich, san pham du lich Tong cuc Hai Quan, Cuc Quan ly xuat nhap canh can doi moi, cai tien va don gian hoa Quy trinh, thu tuc xuat nhap canh, hai quan theo huong giam dau moi, giai quyet cac thu tuc mot cach nhanh chong, thuan tien voi thai hoa nha, lich su Kien nghi voi Bo Van hoa The thao va Du lich; Tong Cuc Du lich - Tang cudng cong tac quan ly ve du lich Ben canh cac chinh sach chung cua Nha nuoc, nganh du lich cung can tiep tuc hoan thien he thong phap luat ve du lich, cung nhu tao dieu kien thuan loi kich thich su phat trien va tang cuong kha nang canh tranh cua du lich Viet Nam Tich cuc trien khai Luat du lich, cac van ban huong dan, van ban duoi luat, van ban, thong tu lien Bo nham tao co sd phap ly dong bo tao dieu kien de du lich phat trien theo huong dong bo va ben vung Tien tuc xay dung va trien khai cac bien phap, chuong trinh hanh dong nham nang cao suc hap dan cua du lich Viet Nam noi chung 104 Tang cudng va nang cao hieu qua cac hoat dong hop tac quoc te linh vuc du lich, tim kiem su ho tro cua qudc te de hinh thanh, trien khai cac du an: quan t r r •> r ly diem den, quy hoach khu, vung, tuyen diem du lich, quy hoach he thong co so tang giao thong, hanh lang, ket cau giao thong dudng bo nhat la cac diem dung chan, dao tao nhan luc cho du lich Tang cudng ho tra dia phuong viec xuc tien quang bd va khai thac thi trudng Bo Van hoa The thao va Du lich can co nhung co che, chinh sach va ho tro tich cue dia phuong viec quang ba hinh anh va tham nhap cac thi trudng qudc te Trong giai doan trudc mat Bo va cac co quan chuc nang can trien khai cac bien phap cu the sau: Thong tin day du, chi tiet, nhanh chong, kip thdd cac ke hoach, chuong trinh xuc tien cua du lich Viet Nam tdi cac dia phuong Tong cue du lich can tien hanh nghien cuu thi trudng diem cua du lich Viet Nam de tir dinh hudng thi trudng, dinh hudng hoat dong xuc tien cho du lich dia phuong va cac diem, khu du lich Tong cue du lich can cd nhung co che, chinh sach tim kiem cac ngudn tai chinh < de ho tro cac dia phuong viec tham gia, khai thac cac hoat dong xuc tien nudc ngoai - Ho tro dia phuong viec nang cao chat lupng du lich > r r t Ho tro, dau tu, nang cap cac co sd dao tao du lich, phoi hop vdi Bo Giao due va dao tao viec dao tao ngudn nhan luc cho du lich noi chung va cho du lich cac dia phuong noi rieng To chuc cac khoa dao tao ngan han cho can bo du lich tai dia phuong cung nhu can bo dang lam viec tai cac diem dung chan phuc vu khach du lich, chu tdi viec boi dudng, nang cao trinh cho can bo lam cong tac quan ly va thi trudng To chuc cac hoi thao tai dia phuong de bien cac van ban phap luat va lay y kien thuc tien dia phuong de giai quyet, thao gd cac kho khan tai dia phuong Kien nghi vdi chinh quyen Tinh va cac sd ban nganh lien quan 105 Day manh cai each thu tuc hanh chinh, tang cuong cong tac tra, kiem tra, xu ly nghiem cac vi pham nham lanh manh hoa moi truong kinh doanh du lich tren dia ban, thudng xuyen to chuc cac chuong trinh giao due nang cao nhan thuc cong dong ve du lich va bao ve moi truong Kien toan bo may quan ly, dieu hanh, chuyen vien hoach dinh chinh sach, am hieu du lich, nang cao vai trd cua co quan quan ly lihh vuc du lich Viec nghien cuu, hoach dinh chinh sach ve du lich dap ung duoc doi hoi cua thuc tien nham thuc day hoat dong du lich phat trien nhanh va ben vung theo dung hudng phat trien cua tinh Quang ba, xay dung chien luge Marketing tai cac thi truong diem, truyen thong Tang cudng quang ba ve du lich Ha Long, Ha Noi tren cac phuong tien thong tin dai chung, dac biet la cac dip to chuc su kien va le hoi Can nghien cuu quy hoach phat trien du lich viec quy hoach, uu tien von ngan sach dau tu bao ton cac lang nghe thu cong truyen thong, san pham thu cong my nghe, am thuc dia phuong de thuc day cac diem dung chan bay ban duoc cac dich vu thuong mai mang nhieu yeu to ban sac dia phuong, quoc gia nham thu hut du khach va quang ba du lich dia phuong Xay dung, to chuc thuc hien va kiem tra viec quan ly tai nguyen, mdi truong phu hop vdi Quy hoach phat trien cua Tinh, canh bao kip thdi neu diem du lich co nguy co o nhiem va thuc hien cac bien phap manh tay nham ngan ngua, dinh chi cac du an dau tu khai thac diem dung chan phuc vu khach du lich cd nguy co huy hoai tai nguyen, mdi truong du lich cung nhu cac hoat dong gay o nhiem mdi truong Day manh trien khai dao tao nguon nhan luc du lich tai dia phuong, co dao tao nghe cho nhan vien tai cac cac diem dung chan phuc vu khach du lich Kien nghi voi cac don vi la chu dau tu*, khai thac cac diem dirng chan Dam bao viec thuc hien cac quy dinh ve chinh sach, quy dinh cua phap luat Nha nude Xay dung va nang cap cac co so vat chat dat tieu chuan va chuan hoa doi ngu lao dong Dau tu theo chieu sau cac dich vu thuong mai: an uong, bay ban san 106 pham, dich vu tien ich nhu thu doi ngoai te, ATM, van chuyen, dong goi hang hoa Dam bao phat trien ddng bo giua cac dich vu cong, dich vu thuong mai va dich vu bo tro tai cac diem dimg chan phuc vu khach du lich r ' - r Ap dung cac cong nghe thong tin, phat trien phan mem, tan dung loi the cua mang internet vao hoat dong quan ly, kinh doanh dich vu, khai thac, thu thap thong tin ve nhu cau, thi hieu cua khach hang, day manh hoat dong xuc tien, quang ba Kien nghi voi cac don vi lu hanh Can co nhung cuoc khao sat ve dich vu cac diem dung chan phuc vu khach du lich de co nhung tu van va lua chon phu hop cho du khach, tranh tinh trang mac cho huong dan vien va lai xe tu y lua chon Can co nhung hop dong va thda thuan r r i ' doi vdi cac diem dimg chan viec cam ket phuc vu du khach, dam bao chat luong va gia ca dich vu cung cap cho du khach Kien nghi vdi cong dong dan cu dia phuong Ngudi dan can tu giac viec giu gin mdi trudng song xung quanh minh, tri cac lang nghe truyen thong, am thuc dia phuong hop tac vdi cac diem dimg chan bay ban va gidi thieu cac san pham cua minh ? r a ? r Chu dong tim hieu va nhan thuc sau sac ve cac san pham du lich cung cap cho du khach de viec san xuat, gidi thieu, bay ban phu hop hon vdi doi tuong co yeu cau cao san pham cung cap, dam bao cac san pham thiet ke dep mat, tinh xao, giu duoc gia tri truyen thong, nguon goc xuat xu ro rang, cd dam bao ve chat luong, thi hieu; cac san pham la am thuc dia phuong phai dam bao an toan ve sinh, thuc pham, giu dupe huong lieu truyen thong co giay phep ve ve sinh an toan thuc pham, giay phep ve san xuat, kinh doanh Cung vdi chinh quyen dia phuong tham gia vao cac hoi cho, le hoi truyen thong de quang ba hinh anh san pham, am thuc dia phuong tdi du khach 107 KET LUAN • Chuc nang va vai trd cac diem dung chan tren cac tuyen duong bo la qua ro rang ben canh nhung y nghia doi vdi nganh giao thong la dam bao an toan giao thong, giam thieu cac vu tai nan giao thong lai xe cang thang thi cac diem dung chan phuc vu khach du lich tren cac tuyen du lich co y nghia dap ung dupe cac nhu cau cua du khach qua trinh di du lich, ben canh nhung y nghia doi vdi r r r dia phuong va qudc gia la rat ldn viec giai quyet cong an viec lam, tang thu ngan sach nha nudc, quang ba du lich, van hoa dia phuong, tri va phat trien cac a a \ r lang nghe thu cong truyen thong, kha nang khdi phuc cac lang nghe dang cd nguy co bi mai mot, dinh hudng cho du lich lang nghe Neu quan ly tot hoat dong cac diem dimg chan phuc vu khach du lich thi se mang lai rat nhieu loi ich, nhien de hoat dong cac diem dung chan phuc vu khach du lich tu phat, thieu quan ly thi se rat gay hai cho nganh du lich, hinh anh dia phuong, hinh anh dat nudc mat ban be qudc te, hoat dong du lich trd nen kho kiem soat tham chi gay mat an ninh trat tu xa hoi De tai nghien cuu di theo trinh tu nghien cuu tong quan tir ly luan den thuc tien ve quan ly hoat dong cac diem dung chan ca d tam vi md va vi md, mot sd qudc gia tren the gidi va khai quat thuc trang hoat dong cac diem dimg chan phuc vu khach du lich tuyen Ha Noi - Ha Long de dua cac can cu lam giai phap cho viec cai thien hoat dong quan ly cac diem dung chan phuc vu khach du lich tren tuyen du lich qudc gia quan Ngoai ra, tac gia cung cd mot sd kien nghi tdi cac co quan chuc nang cd lien quan, cong dong dia phuong de chung tay va tao dieu kien de cac giai phap trd nen thuyet phuc hon A A A A De tai hy vong gop phan nang cao nhan thuc ve tam quan trong cong tac quan ly cac diem dung chan phuc vu khach du lich tren tuyen du lich tren ca A A nudc va cac co quan Nha nudc can cd nhung che tai manh me hon de quan ly hoat dong cac diem dung chan vua gop phan dat hieu qua cho nganh giao thong vua la phuong tien thuc day nganh du lich phat trien ben vung va cd sue lan toa hon 108 TAI LIEU THAM KHAO I TAI LIEU • TIENG VIET • Bo Giao thong Van tai, (31/08/2010), Thong tu 24/2010/TT-BGTVT Quy dinh ve ben xe, bai xe, tram dung nghi va dich vu ho tro van tai duong bo Bo Giao thong Van tai, (15/11/2012), Thong tu 48/2012/TT-BGTVT Ban hanh •> r y Quy chuan ky thuat quoc gia ve tram dung nghi duong bo Bo Van hoa, The thao va Du lich/ Bo Giao thong Van tai (13/11/2012), Chuong trinh so 4050/CTr-BVHTTDL-BGTVT Chuong trinh phoi hop cong tac giua Bo Van hoa, The thao va Du lich va Bo Giao thong Van tai phuc vu phat trien du lich giai doan 2013 - 2015 Bo Van hoa, The thao va Du lich (21/09/2007), Quyet dinh s0 546/QD- BVHTTDL Ban hanh Chuong trinh Hanh dong cua Nganh Du lich Bo Van hoa, The thao va Du lich/ Tong cuc du lich (2012), Chien luoc phat trien du lich Viet Nam den nam 2020, tam nhin nam 2030, Ha Noi Bo Van hoa, The thao va Du lich/ Tong cuc du lich (2013), So tay hudng dan cap nhan du lich xanh cho diem dung chan phuc vu khach du lich, Nha xuat ban Thanh Nien Nguyen Van Dinh, Nguyen Thi Minh Hoa (2004), Giao trinh kinh te Du lich, Nha xuat ban Lao Dong - Xa hoi Nguyen Van Manh, Pham Hong Chuong (2009), Giao trinh Quan tri Kinh doanh Lu hanh, Nha Xuat ban Dai Hoc Kinh te Quoc dan Ha Noi Quoc hoi nuoc CHXHCNVN (2005), Luat Du lich, Nha xuat ban Chinh tri Quoc gia Ha Noi 10 So VHTTDL Hai Duong/ Vien NCPT Du lich (2001), Dieu chinh Quy hoach Tong the phat trien Du lich tinh Hai Duong den nam 2020 11 UBND tinh Hai Duong, So Van hoa, The thao va Du lich Hai Duong (2011), Bao cao ve ket qua Kiem tra cac don vi kinh doanh dich vu du lich tren dia ban tinh Hai Duong theo Quyet dinh so 879/QD-UBND 109 II TAI LIEU TIENG ANH Paul Smedley (2013), Budget Rest Areas Around Australia, Publisher Explore Australia The Department for Transport, Energy and Infrastructure (2008), Roadside Rest Areas Strategy for South Australia World Bank/ Japan Transport and Urban Development Department, Guidelines for Roadside Stations “Michinoeki III WEBSITE Dd Dinh Dung 2012 Tram dimg chan - gidi phap hint hieu doi vdi giao thong dudng bo [True tuyen] Website cua tap chi Vietnam Logistics Review| Dia chi: http://www.vlr.vn/vn/news/van-tai/duong-bo/l 179/tram-dung-chan- giai-phap-huu-hieu-doi-voi-van-tai-duong-bo.vlr [Truy cap: 25/07/2013] H.V.N 2013 Tram dirng nghi - nhin tic each lam cita Nhat Ban [True tuyen] Website bao cua ap bac Dia chi: http://baoapbac.vn/phong-su-ky- su/201303/Tram-dung-nghi-nhin-tu-cach-lam-cua-Nhat-Ban-271794/ [Truy cap: 2/08/2013] Nguyen Hong.2010 Tram dimg chan dau tu tien ty cho nghi? [True tuyen] Website ngon luan cua Bo Y te Dia chi: http://suckhoedoisong.vn/thoisu/tram-dung-nghi-dau-tu-tien-ty-cho-ai-nghi-2010614103759312.htm [Truy cap: 2/08/2013] Nguyen Huong 2013 Phat trien san pham luu niem de quang ba van hoa, thuc ddy du lich Viet Nam (Bai 2) [True tuyen] Website ngon luan cua Bo Van hoa the thao va lich du chi: Dia http://www.cinet.gov.vn/ArticleDetail.aspx?articleid^72314&sitepageid=45 [Truy cap: 15/08/2013] Phong Thong tin phan anh cua to chuc va cong dan 2013 Ai quan ly tram dimg chan phuc vu du khach? [True tuyen] Website cua Bao dien tu Chinh phu nudc Cong hoa xa hoi chu nghia Viet Nam Dia chi: 110 http://baodientu.chinhphu.vn/Cong-dan-phan-anh-Co-quan-tra-loi/Ai-quan-ly- tram-dung-chan-phuc-vu-du-khach/179353.vgp [Truy cap: 28/08/2013] Quang Hung - Thuy Van.2011 Bai - Md hinh cac diem nghi tren qudc lo [True tuyen] Website cua dai tieng noi Viet Nam Dia chi: http://vov.vn/Xahoi/Bai-3-Mo-hinh-cac-diem-nghi-tren-duong-quoc-lo/l 86541 vov [Truy cap: 25/07/2013] x Truyen Phuong.2012 Hoi thao tham van ve phat trien he thong tieu chuan r > f r ? chdt luong du lich xanh [True tuyen] Website cua Tong cue du lich Dia chi: http://congdong.tourism.vn/index.php?options=items&code=l 12 [Truy cap: 2/08/2013] PHU LUC PHIEU THU THAP THONG TIN Dieu tra chat lugng dich vu cua diem dung chan tren tuyen du lich Ha Noi - Ha Lon; Thua Quy vi! Chung tdi dang thuc hien mot nghien cuu de danh gid ve dich vu tai cac diem dung chan tren tuyen du lich Ha Noi - Ha Long, tu co cac bien phap nham hoan thien vd nang cao cong tac quan ly, gop phan hoan thien san pham tuyen Ha Noi - Ha Long! Bang cau hoi duoc thiet ke de thu thap thong tin cho nghien cuu Xin vui long hay dien thong tin theo cau hoi phia ducri day Thong tin md Quy vi cung cap se duoc chung tdi su dung nhat cho muc dich nghien cuu se duac bao mat hoan toan! Chan cam an su hap tac cua Quy vi! Xin hay danh dau (*Q vao o vuong (□) md Quy vi cho la thich hop: Diem dimg chan cua Quy khach la lua chon? □ Cong ty Du lich □ Truong doan □ Tai xe □ Huong dan vien du lich □ Phan dong Quy khach tren xe tieng noi dung dudi day: STT 10 Noi dung Rat tot Tot Binh thircmg Kem Rat kem Khong gian xe rong rai Su da dang cua mon an, uong Chat luong an So luong phong ve sinh Su sach se cua phong ve sinh Su da dang cua hang hoa Tinh dac sac cua hang hoa Gia ca cac dich vu Thai nhan vien phuc vu Danh gia chung ve diem dimg chan Quy khach hay cho biet han che lorn nhat anh hudng tdi chat luang dich vu cua diem dirng chan nay? Han che 1: Han che 2: Han che 3: Xin Quy vi hay cho biet gidi phap md Quy vi cho Id phu hop nhat de nang cao chat luffng cac diem dirng chan tren tuyen Ha Noi - Ha Long? Gidi phap 1: Gidi phap 2: Gidi phap 3: Xin chan cam on! Chuc Quy khach cd mot chuyen du lich vui ve! QUESTIONAIRES Investigation into the service quality of rest area on Ha Noi - Ha long travel route We are researching on rating service quality of roadside stations on Hanoi — Halong travel route in order to find the solution to improve and enhance the management and standard of service thence perfect tourism products on Hanoi - Halong route This questionnaire is designed to collect data for the research Please fulfill the information for the questions below All the information delivered will be used only for the purpose of research and secured completely Thank you for your consideration! Please tick (J) in the most suitable box Who decided you to stop here? □ Tourism company □ Tour leader □ Driver □ Tour guide □ A majority of tourists in your group Please tick (S) in the box describe the most exactly your opinion about service below: No Content Availability of parking spaces Availability of food and drink choices Food Quality Restroom - Availability Restroom - Cleanliness Availability of local product choices Special of local products Price of local products Staffs attitude Overall rating of roadside stations 10 Extremely satisfied Satisfied Average Poor Not Applicable Please indicate 03 (three) biggest weaknesses effecting the service quality of roadside stations Weakness 1: Weakness 2: Weakness 3: Please indicate 03 (three) most suitable solutions to enhance quality of roadside stations in Hanoi - Halong route Solution 1: Solution 2: Solution 3: Thank you so much! Have a good journey! sss