Khảo sát thái độ khách hàng đối với sự phục vụ của công ty phà an giang

DI HQCANGIANG KHOAHDNHTE - QUANTRf KINHDOANH KHOA LU^N T6T NGHIEP D^I HOC DETAI KHAO SAT THAI ©0 HANH KHACH D6l VOfI SU" PHUC VU CUA CONG TY PHA AN GIANG BAI HOC|| GIANG / VI EN Chuyen nganh : Quan trj Kinh doanh Giao vien hudng dan: Thac sT Nguyen Httu Tri Sinh vien thyc hi^n: Nguyln B Ng& Lop: DH10QT Ma s6 sinh vien: DQT093331 Long Xuyen, thing nim 2013 CONG TRINH BlTOC HOAN THANH TAI KHOA KINH TE - QUAN TRIKINH DOANH BAIHOCANGIANG Nguai huang dan: Ths.Nguyen Huu Tri Nguoi chlm, nhan xet 1: Ths.Pham Trung Tu^n Nguai cham, nhan xet 2: Khuang Thi Hu6 LCJICAMON Be hoan nghien ciiu ngucri viet xin chan cam on: •Cac thay, c6 truong Bai hoc An Giang da truyen dat nhung kien thiic quy bau sau bon nam hoc cho nguoi vilt Bac biet ngudi viet xin chan cam on giang vien hudng dan Thac si Nguyen Hfiu Tri, thly da tan tinh hudmg dan ngudi vilt ve n6i dung dl tai, cung nhu huong din each trinh bay van ban theo phuong phap khoa hpc •Tap the cac co, chii, cac anh thuoc Phong K6 hoach Cong ty TNHH MTV Pha •^• An Giang, nhit la chii Le Van Trinh da giiip nguoi vi^t su6t qua trinh thuc tap tai cong ty, ttr luc hinh y tuong, hieu chinh bang hoi den hoan luan van •Cac ban sinh vien lop BH1OQT da giup nguoi viSt b6n nam cimg hoc tai truong •Cac hanh khach qua pha thuoc cong ty Pha An Giang quan ly da giup d& tac gia tra l(n phong van, cung nhu nhung danh gia, gop y chan cua ho •Cuoi cung nguoi viet xin cam on nhung nguoi than gia dinh, nhung ban be da giup do, dong vien nguoi viet bon nam hoc tai truong Bai hoc An Giang Mac du nguoi vit da h^t siic c6 glng hoan t6t nhlt luan van, tham khao nhilu tai lieu, trao doi v^i tiep thu y kien nhan xet cua nhi^u nguoi nhung biet ring dl tai vln khong the tranh khoi nhung thieu sot Bo d6 nguoi vilt mong nhan duoc nhfing nhan xet cung nhu nhiing gop quy bau tvr quy thly, co va cac ban Nguoi Viet xin tran cam on! Long Xuyen, 10 thang nam 2013 Nguoi vilt Nguyen Ba Ngu TOMTAT Be tai nghien cuu "Khao sat thai hanh khdch doi vai sir phtic vu cua Cong ty Pha An Giang" dupe nghien c^^u nhim tint hiiu va lam ro hon thai cua harjh khach di pha doi vai sir phuc vu cua cong ty qua cdc nh6m nhan vien cong ty (nhu nhan vien ban vd, sodt ve, nhan vien tren pha ), tim hieu vh thai d^ cua khach di pha, ddnh gid cua ho v6 moi truong xung quanh bSn pha la nhu the nao Ngoai d tai mu6n bilt nhan xdt cua hanh khach vh mot so yeu to ben ngoai, xung quanh khu vyc bin phd nhu ve sinh moi truonp, ngucri b^n hang rong, trang phuc, tie phong cua nhan vien cong ty DS tai dupe tien hanh nghien cuu bing each khao sat true tiip khoang 150 hanh khach da va dang di tren pha thuoc cong ty TNHH MTV Pha An Giang quan ly thong qua bang hoi da chuan bi truac Vai muc tieu sau tiin hanh nghien cuu, ket qua thu dupe co mpt s6 diem d^ig chii y nhu sau: •V6 th^i khach hang doi ydi sp phuc vu cua nhan vien cong ty thi miic dp danh gia hid long la chu yeu, thip nhlt theo nhan xet cua hanh khdeh la su phuc vy cua nhan vien ban ve, va thai dp nhan vien tren pha dupe khach hang danh gia cao nhat •Ve moi truong xung quanh pha dupe khdeh hang danh gia chua tot Ve sinh khu vuc pha khong that su lam hai long khach di pha, tren pha va xung quanh khu vuc ben phd vln tinh trang ngu^i ban hang rong, ve so gay mat trat tu Nhung dp an toan qua pha va trang thiet bi tren phd dupe hanh khdeh ddnh gia rat cao •Thoi gian cho mot chuyen pha dupe hanh khach nhan x^t la hai long, nhung muc dp hai long khong cao vi hdu h6t mpt chuyta pha mdt tir 20-30 phut Ve thai gian di pha thi thai gian pha chpy dupe hanh khach danh gid la nhanh han thai gian dpi pha, hay ro han Id thai gian dpi pha la lau nhdt di pha •Ve gid ve dupe danh gia la hop ly, nhung dia diem dat phong ve lai gay rat nhieu kho khan cho hanh khach hdng mua ve Tir ket qua tren nghien cuu de xuat mpt so giai phdp nhu nhan vien bdn ve can nang cao han nua thai dp phuc vu cua minh; cac nhan vien bdo yp thuong xuyen nhdc nhcr nhung nguai bdn hang rong, khong bdn khu vuc ben pha Gay can tra giao thong cung nhu lam mat trat tu khu vuc tren ba Tang cuang cong tdc ve sinh khu vuc ben pha, tren ba cung nhu tren phd Cdi thien thai gian pha chay, quan trpng lathoi gian dpi pha qua ldu MUC LUC CHUOfNG Gl6l THIEU1 1.1 Co sd hinh thanh1 1.2Mvictieu1 1.3Gidi han nghien ciiu2 1.4Phuangphap nghien ciiu2 1.5tighia2 1.6Ciiutruccuad^tai3 CHirONG CO Sd LY THUYET4 2.1Cac khai niem4 2.2Cac phln cua thai dp4 2.3Cac y^u t6 anh hudng den thai do5 2.3.1YSu t6 van hda6 2.3.2Yeu t6 xa hoi 2.3.3Y6u to ca nhan7 2.3.4Y6u t6 tam ly8 2.4Mo hinh nghien ciiu10 2.5Luoc khao tai lieu11 CHlfONG Glt^^ THIEU VE CONG TY PHA AN GIANG13 3.1Gidi thieu so luoc vh cong ty Ph^ An Giang13 3.2K^t qu hoat dong san xuat kinh doanh nam 201214 3.3Sa d616 chiic Cong ty Pha An Giang15 CHUONG PHITONG PHAP NGHIEN ClfU18 4.1Thiet k^ nghien curu18 4.1.1Doi tupng nghien ciiu18 4.1.2Khu vuc duac chon nghien cuu18 4.1.3Cdc budc nghien ciiu19 4.1.4Quy trinh nghien ciiu20 4.2Dii lieu21 4.2.1 DO: lieu thii cp21 4.2.1 Du lieu sa dip22 4.2.3 Phucmg phap phan tich da lieu22 4.3Thangdo 22 4.4Mau23 4.4.1Phuang phap chpn mlu23 4.4.2Camlu23 CHETONG K^^T QUA NGHIEN CtfU24 5.1Ket qu^thuthapdtt lieu24 5.2Ket qua xur ly, phan tich dr lieu27 5.2.1Thai dp cua hanh khach d6i vcri nhan vien cong ty Pha An Giang27 5.2.2Thai dp khach hang d6i vcri thai gian qua pha34 5.2.3Banh gia cua hanh kh^ch ve m6i truomg xung quanh khu vyc pha38 5.2.4Danh gia ciia kh^ch hang v6 gia ve va dia di^m dat phong ve44 5.3Ki^n dinh su khac biet gitta cdc m6i quan he47 5.3.1Moi quan he giila phuong tien qua pha va thai gian qua pha47 5.3.2M6i quan he giiia th^i dp vai nguai ban h^ng rong va trinh dp cua khdch48 5.3.3Moi quan he giua thai gian mot chuyen pha ng^y va d^m50 5.3.4Moi quan he giOa so chuyen pha di tuan va gia ve51 5.3.5Moi quan he giila thai gian di pha ngay/d^n va nhan vien an mac lich sit52 5.4Cac thong tin nit tit ket qua nghien ciiu53 CHlTONG KET LU^N VA KEEN NGHI.'.56 6.1Ketluan56 6.2Ki6nnghi56 6.3Han chS cua d6 tai nghien ciiu57 TAI LI^U THAM KHAO58 PHULUC60 NHAN XET CUA CO QUAN THU"C T^P63 DANHMUCCACBANG Bang 4.1 T6ng hop san lupng doanh thu quf I b^n pha An Hoa 18 Bang 4.2 Tiln dp cac budc nghien cum19 Bang 4.3 Dtt lieu thu dip 21 Bang 4.4 Quy trinh chpn mlu23 Bang 4.5 CS mlu va phuong phdp thu thap23 DANHMUCCACH1NH Hinh 2.1 Ba phin cua thai do:5 Hinh 2.2 Cac ylu t6 anh huong din thai do6 Hinh 2.3 Mo hinh nghien cum10 Hinh 3.1 Logo Cong ty Pha An Giang13 Hinh 3.2 Pha cua Cong ty Pha An Giang dang van chuyln khach14 Hinh 3.3 So dl phong ban C6ng ty Pha An Giang15 Hinh 3.4 So d6 \6 chiic Cong ty Phi An Giang17 Hinh 4.1 Quy trinh nghien ciiu Hinh 5.1 Cdc phuong ti^n dang tren pha sang song Hinh 5.2 Bdn hang rong trudc cua phong ban vd 20 25 34 Hinh 5.3 Hanh khach dang tren pha35 Hinh 5.4 Duong xulng pha kha sach se sau ve sinh39 Hinh 5.5 Nguoi ban hang rong, vd s6 dang mbi khach tren pha 41 Hinh 5.6 Khdch hang chen lin mua vd xe gin may44 Hinh 5.7 Hanh khdch dirng xe trudc cura phong ban ve xe gin may45 Hinh 5.8 Phong ban ve xe to, xe tai45 Hinh 5.9 Nha cho pha danh cho xe gin may va nguoi di bp rpng rai 55 DANHMUCCACBI^JB6 Bilu dd 5.1 Gidi ti'nh24 Bilu dd 5.2 Nhdm tuoi24 Bilu dl 5.3 Phuang tien qua pha25 Bilu dd 5.4 Sd chuyln pha di tuan26 Biludd 5.5 Nhan xet vl trang phuc cua nhan vien cong ty Pha An Giang27 Bilu dd 5.6 Viec giup da hanh khdch cua nhan vien cong ty Pha An Giang?-.28 Bilu dd 5.7 Thai dp hanh khach doi vai su phuc vu cua nhan vien 29 Bieu d6 5.8 Bdnh gid chung ve thdi cua hanh khach doi vdi nhan vien cong ty30 Bilu dd 5.9 B^nh gia cua hanh khach qua pha ban dem v6 su phuc vu cua nhan vien32 Bilu db 5.10 Thai gian cho mot chuy&i di pha34 BiSu d6 5.11 TMi dp cua hanh khach doi vdi thai gian di pha: 36 Bi6u d6 5.12 Banh gia cua hanh khach vS moi truang xung quanh bin pha38 Biiud^ 5.13 Th^idp cua hanh ktachddi vdi nguoibdn hang rong41 Biludo 5.14 B^nh gia cua hanh khach ve trang thiet bi tr&i pha42 Bieu d6 5.15 Khach hang cam thiy an toan qua pha43 Bieudd 5.16 Banh gia cua hanh khach vi dia diim dat phong ban ve Bieu d6 5.17 Banh gia cua khach ve gia ve qua pha 44 (47 Bieu d6 5.18 Moi quan he giiia thai gian di pha va so lupng phuang tifn48 Bieu d6 5.19 TMi dp doi vdi ngudi bin hang rong vk trinh d^ hpc van48 Bieu 5.20 Moi quan he giila thdri gian mot chuyen pha va ngay/dem 50 Bieu d6 5.21 Moi quan he giua so chuyin pha di mpt tuin va gia ve51 Bieu dfl 5.22 Thdi gian di pha ngay/dem va nhan vien an mac lich su52 Bilu d6 5.23 Bdnh gia tong quan vb thdi dp hanh khach53 Bieu d6 5.24 Nhung diem bat cap cong ty cdn gidi quyet 54 Bilu dd 5.25 Nhung dilm cong ty da thuc Men tdt55 CHITONG GIOH THIEU 1.1Cosohinhthanhdetai Nurdc ta dang cang phdt trien nen cdc hogt dpng giao thuong dien rat nhilu Cdc hoat dpng giao thuong, van chuyen hang hda chic chin phu thupc vao then gian di chuyln, giao nhan hang h6a gitta cac dia phuemg Nhat la cac doanh nghiep van tdi hoat dong ydi mat khd Ion giita nhung vimg khdc Them vao cac phtrong tien di lai nhu xe gan may vdi gia cang rd hon, dupe ngudi dan su dung cang nhieu Nhung dac diem chung cua vimg Dong blng song Glu Long la he thong song chlng chit rlt bat lpi cho giao thong dudng bo Vi vay muon di chuyen tren mot tuyen dudng xa hau nhu nguoi dan phdi sang song, phu thuoc vao viec di pha, dpi pha Co the noi viec d^i pha la viec khd quen thuoc vdi khong it nguoi dan ma he thong cau chua dupe hoan chinh d vung Dong blng song Cihi Long hien noi chung, nhat la d tlnh dau nguon An Giang ndi rieng Cac doanh nghiep van tai, xe khdeh hay ngudi di dudng deu mong duoc phuc vu mpt each nhanh chdng, an toan, sach se, van minh va ljch su tren chuyen pha ma ho da trd phi Ngoai muc song cua ngudi dan da dupe nang cao, nen mpi hoat dong djch vy ddi hoi phai dupe phuc vu mot each an toan, chu ddo, tot nhlt va nhanh nhat Nhung cd the chat Iupng phuc vu ma ho mong dpi va nhan dupe mpt kho^ng each kha xa Cach giao tiep cda nhan vien ban vd cd than thien vdi khach, thdi gian dpi pha cd qua lau, dpi pha hay dang tren pha nhung ngudi bdn hang rong, ve so cd lam philn hanh kh^eh, gay mat trat tu anh hudng khong tdt den hanh khdeh, thdi gian pha chay cd qua cham, mdi trudng tren ben pha va tren pha nhu the nao, cd dupe sach se De biet dupe cau trd ldi cho cac cau hdi dd va lam ro hon van de neu tren la 1^ thuc hien de tai nghien ciiu "Khao sat thai hanh khach ddi v&i suphuc vu cua Cong ty Pha An Gianj^" Vdi bat ky cong ty hay doanll nghipp nao hoat dong llnh vuc ska xult kinh doanh cung cln ph^i nlm ro dupe thai dp cua khach hang doi vdi cong ty minh, doanh nghiep minh Do dd de tai khao sat thai dp khdeh hang la mot di tai mang tinh dp thiet cao, day la mdt hoat dpng danh gid thudng nien khong the thieu hoat dpng kinh doanh, giup cong ty Pha An Giang nhin lai nhung hoat dpng kinh doanh cua minh thdi gian qua, nhan nhung co hoi, thach thuc thdi gian tdi, tir dd de nhOng chien lupc hoat dpng phu hpp Co so hinh cho de tai nhlm danh gia mot each khach quan chat Iupng phuc vu cua cong ty pha An Giang Ket qua nghien cuu cua d tai nhlm giup cho Ban gidm doc cong ty hieu ro hon thdi dp cua hanh khach doi vdi cong ty va doi vdi nhan vien De Ban giam doc va nhttng ngudi cd trdch nhiem cd each thuc qudn ly phu hpp hon, nhung nhan vidn lao dpng true tiep cd thai dp, tinh than lam viec cao hon nhlm dua hoat dpng kinh doanh cong ty mot tot hon Can blng va ddm bao muc tieu giua viec kinh doanh va phuc vu ngudi dan cua mot djch vu cong ich Ngoai de tai nghien cuu ndy cung muon tim hieu nhung mong mudn cua hanh khdeh doi vdi su phuc vu cua cong ty phd la nhung gi?^ Nhung dilm ma khach hang danh gia cao ve su phuc vu cua cong ty cung nhu nhung khuyet dilm ma theo hanh khach cong ty nen khlc phuc 1.2Muc tieu nghien cuu Muc tieu chinh nhlm tim hidu thdi d cua hanh khach doi vdi su p^uc vu cua Cong ty Pha An Giang, nhung diem ma cong ty da ldm tot va nhung diem cong ty cdn khlc phuc de cd thl phuc vu khach hang mpt each tot hon Trong dd, muc tieu cu the bao gdm: •Tim hidu thai cua hanh khach d6i vdi sir phuc vu cua nhan vidn cong ty pha, thai cua hanh khach d6i vdi thai gian di pha va mdi trudng xung quanh khu vuc ben pha •Khao sat nhiing ydu t6 ma cong ty Pha An Giang da lam tot cung nhir nhung diem cong ty can khac phuc •Tim hieu nhung mong muon ma khach hang chua thda man doi vdi sir phuc vu cda cdng ty Bb xuat cac kien nghi va giai phap de cdng ty cd the khac phuc nhung dilm ma cong ty phuc vu chua tot, cung nhu dap dng tot hon nua nhung mong muon cua hanh khdch doi vdi sir phuc vu cila cong ty 1.3Gidi han nghien cfru^ Doi tuqng nghien cuu cua db tai trip trung vao hanh khach da va dang di cac pha thuoc cdng ty Pha An Giang quan ly Khdng gian nghien cdu dugc tien hanh tai cac ben pha, xi nghiep pha dia ban tinh An Giang thuoc cdng ty Phd An Giang quan ly, chu yeu la ben pha An Hda d TP.Long Xuyen Thai gian nghien cdu khodng thang, tCr thang 01/2013 ddn thang 04/2013 Nghien cdu dtra tren ca sd ly thuyet ve thai ngudi tieu dung 1.4Ndi dung nghien cdu De tai chi tap trung nghien cdu v_d thai cua hanh khach da va dang sd dung dich vu cua cdng ty Pha An Giang Nghien cdu tien hanh khdo s^t va tim hieu thai cda hanh khach ve sir phuc vu cua cdng ty Pha An Giang bang each lay y kien khach hang thong qua viec phdng van true tiep bang bang hoi Ndi dung nghien cdu dugc chia phdn chinh: •Thdi cua hanh khach doi vdi sir phuc vu cua nhan vien cdng ty; •Thai cua hanh khach ddi vdi thdi gian di pha;, •Thai cua hanh khach doi vdi mdi trudng khu vuc ben pha; •Thai cua hanh khach ddi vdi dja diem dat phdng ve va gia ve; •Mdi quan he giua cac thai theo nhan djnh cda hanh khach; •Va kiem dinh su khac biet \b danh gia thai dg cua hanh khach Tu nhung dil li?u tren nghien cdu se tien hanh thong ke, jthan tich de tong hgp dugc ket qua nghien cdu Cudi cung rut cac kien nghj cung nhu de xuat giai phap cd the giup cdng ty Pha An Giang phuc vu khach hang mot tot han 1.5Y nglila nghien cdu Vi mat ly thuyit De tai cd thl gdp phtin cung co them sa cd ly thuyet ve thai khach hang doi vdi su phuc vu la mot sdn pham dich vu ma dac biet d de tai la dich vu cdng ich — van chuyen hanh khach va hang hda sang song Ben canh db tai cd the cung c^p nhOng thong tin cin thiet cho cac de tai sau ve lTnh vuc khdo sat thai khach hang ddi vdi djch vu cdng Ve ung dung thuc tien Ket qua nghien cdu se giup cdng ty Ph^ An Giang hieu ro han nhttng mong muon cua hanh khach de cd thl dap ung nhu cau va thoa man nhOng mong dgi cua hanh khach mot each tot nhat Ngoai ra, ket qua nghien cdu md ta ya lam ro them thdi cua hanh khach d6i vdi su phuc vu ma ho nh|n dugc, didu se cung dp thdng tin cho Ban Giam doc cdng ty cd each quan ly Kiem dinh sir khac biet ve thai doi vdi ngubi ban hang rong va trinh hoc van Yeu to dupe dua kiim dinh la hanh khdch vbi cac nhdm trinh hoc van khac se co thai d6i vdi nhung ngiroi ban hang rong la khac hay khong Be kiem dinh van db tren ta dat gib thuyet "Ho: Nhttng ngubi di pha vdi cac nhom trinh hpc van khac nhung cd cung thai doi vdi viec ban hang rong tren pha" vdi muc y nghTa 10%, ta cd ket qub sau: Kruskal-Wallis Test Ranks Trinh dp hpc van Thbi dp doi vdi ngufribbn hbng rong Mean Rank THCS 13.75 THPT 21.5 Cao dang trd len 22.04 Khac 15.12 Test Statistics (a,b) Thai dp doi vdi ngudi ban hang rong Chi-square df Asymp Sig 4.194 0.241 Kiem dinh Kruskal-wallis cho bien "trinh hoc vin" va "thdi dp doi vdi van dh ban hang rong xung quanh ben pha" Tu bdng kim djnh tren ta cd Sig.= 0.241 ldn hom so vdi muc y nghla 10% nen chip nhan gia thuyet Ho, tuc la hanh khach di pha vdi cac nhom trinh dp khac nhung deu cd chung nhan dinh la chap nhan ve van de ban hang rong xung quanh ben pha Theo nhu ket qua nghien cuu, da so hanh khach di pha diu chip nhan viec ban hang rong xung quanh khu v^c ben pha va tren pha bat ke trinh dp hpc vin, nhOng hanh khach cd trinh dp tir cao dang trd len cd sir phSn bo deu d cac y kien, da so vdn chap nh^n nhung cd mot ty Ip khong nhd nhom hanh khach khdng quan tam den viec ban hang rong xung quanh pha Cudi cung ty le hanh khach khong chip nhan vifc ban hang rong diln khu vuc pha la thip nhit Khong nhu suy nght ban diu thudng thiy la nhung ngubi cd hpc vin, trinh dp cao se khong chip nhan cho ngubi ban hang rong buon ban d khu vuc ben pha 49 5.3.3 Moi quan he gitra thoi gian mot chuyen pha va ngay/dem Bieu 6b 5.20 M6i quan he giua thcri gian mot chuyen pha va ngay/dem •Thfti gian chuyen pha Duoi 15 phiit •Thcri gian chuyen pha Tir 15-20 phut n That gian chuyen pha Tir 21 - 30 phiit •Thoi gian chuyen pha Tren 30 phiit Ban Ban clem Kiem dinh sir khac biet v thcri gian di pha ngay/dem Yeu to dugc dua kiem dinh la thai gian di pha ban va ban dem c6 khac hay khong Be kiem dinh van de tren ta dat gi^^ thuyet "Ho: Khong co sir khac giua thcri gian di pha ngay/dem" vdi miic ^ nghia 10%, ta co ket qua sau: Kruskal-Wallis Test Ranks Ngay/dem Th&i gian di chuyen pha Mean Rank Ban ng^y 18.13 Ban dem 26.22 Test Statistics (a.b) Thcri gian di chuyin phi Chi-square df Asymp Sig 4.211 0.04 Kidm dinh Kruskal-wallis cho bi6n thai gian di mot chuyen pha va ngay/dem Tir bring kiem dinh tren ta co Sig.= 0.04 nhd hon so vdi miic y nghia 10% nen ta bac bo giri thuyet Ho, hie la thai gian di pha cria hanh khach co sir khac giua va dem Co sir ch&ih lech rat Ian giria thai gian di pha ban ngriy va thai gian di pha ban dem nriy la so luong xe di ban dem girim dang ke so vai ban ngay, khoring han 30 phut mdi co the co chuyen pha chay so vrii ban nhanh nhrit chi can 15 phut la co chuyen pha Do thai gian di pha 50 ban dem lau nhu vay nen thdi dp cua hanh khach dupe hdi ve thai gian di pha ban dem khong nhan dupe sp hai long cao Vao ban dem ^^ le hanh khach di pha thuong mat tu 20-30 phut/chuyen, chidm ty le cao nhat Dae biet ban thai gian di pha duoi 15 phut/chuydn chidm tj> le it nhung vln co khoang 5%, nhung ban dem tuyet d6i khong co chuy^n pha nao m^ khach di dudi 15 phut/chuyen 5.3.4 Moi quan he gitra so chuyen pha di mot tuan va gia ve Bieu 5.21 M6i quan he giiJa so chuyen pha di mot tuln va gid ve 40% - 35% • 30% - 25% 20% - •Danh gia ve gia ve Cao 15% - •Danh gia ve gia ve Hop Iy h Danh gia ve gia ve Thap 10% • 5% - 0% U2i chuyen 3-6 chuyen Hon6 chuyen Khong thuong xuyen Kiem djnh su khac biet ve so chuyen pha di/tuan va gia \6 Be kiem djnh van de tren ta dat gia thuy^t "Ho: Khong c6 su khac nhan xet ve gia vd va so chuy^n pha di/tuan cila hanh khac" vdi muc y nghia 10%, ta co ket qud sau: Kruskal-Wallis Test Ranks S6 chuyln pha di tu^n Danh gia vk gia ve Mean Rank 1-2chuy^n 18.19 3^ chuy^n 20.5 Hon chuyen 18.19 KhSng thuong xuyen di 26.5 Test Statistics (a,b) Odnh gid v gia ve Chi-Square df Asymp Sig 7.636 0.054 51 Kiem djnh Kruskal-wallis \b so chuyen pha di/tuan vd gid ve Tu bang kilm djnh tren ta co Sig.= 0.054 nhd hon so vdi miic y nghta 10% nen ta bdc bo gid thuyet Ho, tuc la nhan xet cua hanh khach khdc ve gid ve va so chuyen pha di/tudn Tu bieu 5.21 ta thdy rdng nhan xet cua hanh khach ve gid ve va so chuyen pha di/tudn co quan he nghjch bien nhau, nghla Id s6 chuyen pha hanh khach di tuan tang dan thi nhan xet ve gid ve dupe cho la hop ty gidm dan Bieu de hieu klii ma so luot di/tuan nhidu thi gdnh nang chi phi tien vd la dang ke, dang de cho hanh khach quan tarn va ddnh gid Id c6n chua hop ly ldm vdi ho Rieng doi ttrcrng hanh khach khong thudng xuyen di Iai co nhan dinh la gid ve nhu vdy Id thap so vdi mat bdng chung ciia cac pha khu vuc, va nhdm khach hang khong, thudng xuyen di tjr le nhan xet cho rang gid ve pha cao la 0%^ Nhung nhin chung thi nhan xet cda hanh khach d cac phan tren cung cho chung ta thay rdng hp hdi long vdi gid vd hi^n tai cua cong ty dua Su hop ly chi co y nghTa vdi nhung hanh khdeh co s6 Ian di phd/tuan it Do de gidm ty le hanh khdeh cho rdng gid ve la chua hop ^^ cong ty nen thong bdo cho hanh khdeh biet trudng hpp hanh khach cd sd chuy^n pha di/tudn nhieu Ian thi hanh khach nen mua ve thdng cda cong ty de tiet kiem chi phi cung nhu tang muc hdi long doi vdi gid ve 5.3.5 Moi quan he giira thdi gian di pha ngay/dem va nhan vien an mac Ijch su Bieu 5.22 M6i quan he gida thdi gian di pha ngay/dem va nhan vien an mac Ijch s^ 80% 60% •Nhan vien dnrndced Ljclt sir 40% •Nhan vien dn mdc khong Ijch 20% - sir Ban ngayBan dem Thdi gian di pha Tuy thdi gian pha chay ban ddm nhung ty 1^ hanh khach ddnh gid nhan vidn dn mac Ijch su cung cao nhu ban ngay, hay ndi edeh khdc nhan vien cong ty da ldm tot vai trd, trdch nhi^m cua minh ca true cho du thdi gian Id ban hay ban dem hp deu mac ddng phuc, nghiem tiic, chinh te, gpn gang va sach se 52 5.4 Cac thong tin rut tir kit qua nghien cuu Biiu 5.23 Banh gia ting quan ve thai hanh khach doi vdi su phuc vu ciia Cong ty Pha An Giang •Rat tot •Tot B Khdng hai long •Rat khong hai long Nhin chung mot each ting quat ve thai cua hanh khach dii vdi sir phuc vu cua cong ty pha la tit (69%) Nhung vln m6t ty le khong nho (15%) y kien khach hang khong hai long ve sir phuc vy Bac biet co gin 3% ^ kiin khach hang lai "rit khong hai long" vi su phuc vu cua cing ty Rieng ve tirng yeu ti khach hang danh gia nhu cac phin d tren, cho ta thiy duqc sir phuc vu cda cdng ty pha nhu sau: •Ve th^i phuc vu hanh kh^eh ciia nhan vien cong'ty da si la tit, chi thai dp phuc vu cda nhan vien ban ve la chua lam hai long khach hang •Ve thai dii vdi thdi gian di pha cung duqc khach hang hai long cao, thoi gian di pha khong ngln, nhung cung khong qua daj gay lie che cho khach Nhu pha chay nhanh vuqt song nen then gian pha chay ngin, dioi gian di pha lau chu yiu tir viec khach ph^i cho dqi lau tren nha cho pha •Ve cac yeu ti moi truomg xung quanh khach hang hai long rat cao, vi trang thiet bi tren pha duqc trang bj hien dqi, pha duqc dong dkm bao an toan theo quy dinh ve chuin muc ben bai nen an toan hau nhu duqc khach hang danh gia la tuyet dii Yeu ti ben ngoai lam gi^m thien cam ciia khach dii vdi bin la chii yeu la van de ve sinh moi truemg Khau dac biet can chu y la