INTRODUCTION
Rationale
Tourism has evolved into an essential aspect for various social classes across countries, with many nations prioritizing its development to achieve significant success This "smoke-free industry" is increasingly recognized for its vital role in bolstering the national economy.
Vietnam's tourism industry is thriving, reflecting the country's overall development Recognized as a "safe and friendly destination," Vietnam has increasingly drawn the attention of international travelers in recent years.
Vietnamese people are known for their easygoing and friendly nature, creating a comfortable atmosphere for travelers They tend to be less demanding regarding services, which adds to the overall travel experience Additionally, international visitors to Vietnam often have a higher spending level compared to local tourists The country has seen a consistent and rapid increase in the number of international tourists in recent years.
In response to the growing demand from the international tourist market in Vietnam, this graduation thesis titled "An Investigation into the Real Situation and Some Solutions to Attracting International Tourists to Non Nuoc Viet Travel Company" aims to explore key concepts of tourism, analyze the current state of the industry, and propose effective strategies for the company to enhance its appeal to international visitors.
Aims and Objectives
To clarify some definitions, and theories about tourism, tourists, tourist attraction.
To assess the current situation of tourists in the city and Non Nuoc Viet travel company.
To propose solutions to improving service quality.
Scope of the Study
This investigation focuses only on discussing issues related to the real situation and some solutions to attracting tourists at Non Nuoc Viet travel company.
Methods of the Study
To do this topic, I used several methods:
- Analytical method: analyzing a situation and propose some appropriate measures to overcome it.
- Qualitative research: collecting, analyzing, and interpreting the data provided by the company.
Organization of the Study
In addition to the introduction, conclusion, table of contents, and reference headings, the theme layout consists of 6 parts:
Chapter 1: An introduction of the topic: rationale, aims and objectives, scope of the study, methods of the study, and organization of the study.
Chapter 2: Giving some definitions of tourist, tourism and basic theory of attracting tourists
Chapter 3 : Introducting of company, organizational structure and overview of service quality of company.
Chapter 4: Analyzing and evaluating tourists coming to Da Nang city and Non Nuoc Viet Travel company.
Chapter 5: Pointing out some difficulties and solutions at Non NuocViet travel company.
THEORETICAL BACKGROUND
Definition of terms
Tourism is the generic term used to cover both demand and supply that has been adopted in a variety of forms and used throughout the world
Tourism essentially refers to the activities undertaken by visitors, also known as the visitor economy The tourism industry encompasses all activity that takes place within the visitor economy.
Tourism encompasses both direct activities, like hotel stays, dining, and visiting attractions, as well as indirect services, such as transportation companies delivering food to restaurants and laundry services contracted by hotels for cleaning linens.
According to the World Tourism Organization, tourism encompasses all activities undertaken by temporary travelers who seek to visit, explore, and experience new places for leisure, recreation, or other purposes This definition includes travels lasting up to one year outside of one's usual residence, but excludes trips primarily aimed at earning income.
It is largely due to the indirect contributions to tourism, that defining and measuring the tourism industry is so difficult.
Tourism encompasses a wide variety of forms, including mass tourism, niche tourism, and special interest tourism It can be categorized into domestic and international tourism, as well as inbound and outbound tourism, highlighting the diverse experiences available to travelers.
From a changing visitor's perspective: Travel is one of the forms of temporary movement from one region to another, from one country to another without changing residence or WorkplaceTourist
The concept of tourists has evolved significantly since its inception in the late eighteenth century in France, where the term initially referred to individuals embarking on a grand journey, known as "Faire le grand tour." This journey typically involved travel from Paris to the Southeast, marking the beginning of tourism as we know it today.
Tourism is a recreational activity that involves traveling and temporarily staying away from one's usual residence for relaxation, healing, and personal development It enhances cultural and sporting awareness while promoting the appreciation of natural, economic, and cultural resources.
The British economist Odgilvi asserted: A person considered a tourist must satisfy two conditions: Must be away from home for less than a year and have to spend money saved elsewhere
Tourist means a person traveling or combining traveling, except in the case of going to school or working to receive income at the destination
The concept of tourists has evolved significantly since its inception in the late eighteenth century in France, where the term originally referred to individuals embarking on an extensive journey known as "Faire le grand tour." This grand tour typically involved traveling from Paris to the Southeast, marking the beginning of modern tourism.
In the early 1900s, Austrian economist Lozef Stander defined tourists as luxury guests who choose to stay at their leisure, seeking to fulfill their high-end lifestyle desires rather than pursuing economic objectives.
According to the British economist Odgilvi: “The tourist is the type of visitor away from home for a certain period of time, spending the money they save”
An international tourist is defined as an individual who stays in a foreign country for at least one night but no longer than one year, without receiving any payment at the destination These travelers may visit for various reasons, highlighting the diverse motivations behind international tourism.
The British economist Odgilvi asserted: A person considered a tourist must satisfy two conditions: Must be away from home for less than a year and have to spend money saved elsewhere [2]
In the Ordinance on Tourism of Vietnam defined: “A tourist is a person traveling or combined traveling, except for schooling, working or practicing to receive income at destination”.
There are two types of tourists:
Tourists are individuals who travel from different locations during their leisure time to enjoy and explore new destinations Their motivations include enhancing their understanding of diverse cultures, restoring their health, nurturing relationships, and finding relaxation They seek to express themselves through the consumption of both spiritual and material experiences, as well as the various services offered by the destination.
According to the 2017 Law on Tourism, specifically Clause 2 of Article 3 and Article 10, a tourist is defined as an individual who travels or combines travel with other activities, excluding those who are traveling for educational purposes or employment that generates income at their destination This classification encompasses both domestic and international tourists.
Vietnam and tourists abroad Specifically, these types of tourists are defined as follows:
Domestic tourists are Vietnamese citizens, foreigners residing in Vietnam and traveling within the territory of Vietnam.
Domestic tourists, having spent an extended period in a destination, often gain familiarity with the local language, laws, customs, and geography, which enhances their understanding of the cultural context This familiarity leads to a unique profile of domestic travelers, who typically do not feel out of place regarding language, climate, or local geography Additionally, their awareness of regional characteristics makes them more discerning and demanding when it comes to service quality.
Domestic tourists are individuals who travel within their own country for leisure, entertainment, or other non-income-generating activities, typically for a duration of less than 12 consecutive months.
An international tourist is defined as an individual who departs from their home country for a minimum of 24 hours and a maximum of 12 consecutive months, with the intent of traveling for leisure rather than earning income at their destination.
As customers from different countries, with different languages and cultural characteristics, with high income [4]
Tour operator (abbreviated as T.O), or travel agency, is a business unit specializing in arranging individual travel services into a complete tourism product for sale to tourists.
In other words, T.O is a special type of business, mainly in the field of organizing, building, selling and implementing package tourism programs for tourists
A tour operator is responsible for managing and organizing every aspect of a trip, including booking accommodations, arranging airport transfers, and planning activities and tours They create package holidays by combining various elements like hotels, restaurants, and excursions, although not every tour will include all of these components.
Ecotourism refers to individuals traveling to a country different from their usual residence for a duration not exceeding 12 months The primary purpose of their visit should not involve paid activities within the host country, and they must stay at least one night in either collective or private accommodation during their trip.
Each country has a classification in accordance with the actual conditions of tourism activities there Usually people rely on the following criteria to categorize a tour operator:
- Main tourism products of tour operators.
- The main scope of operation of the tour operator.
- The size and method of operation of the tour operator.
- The relationship of the tour operator with tourists.
- Regulations of tourism management agencies.
In Vietnam, based on the scope of operation of the enterprise, tour operators are divided into two categories: international tour operators and domestic travel enterprises.
In which, international tour operators are allowed to operate in both the international and domestic markets, with domestic travel enterprises only allowed to do business in the domestic market.
Basic Theory of tourist
In today's fast-paced society, the growing interest in tourism reflects a desire to escape the pressures of work and daily life As development continues to attract more individuals, the need for relaxation and rejuvenation through travel becomes increasingly essential for managing stress.
The tourism industry experiences significant seasonality, influenced by factors such as climate, temperature, natural events, holidays, and socioeconomic conditions This seasonal variation impacts revenues, profits, visitor resources, and the overall operations of travel companies.
Especially the low season, it greatly affects the economic development of the tourism industry in general and travel agency in particular.
Interests, tastes, and needs of travelers are very diverse, so they need to conduct a classification of tourism type to satisfy the best choice for visitor’s needs.
To effectively attract tourists, travel companies should implement a seasonal pricing strategy and offer promotions and discounts to loyal customers This approach not only ensures a stable influx of guests but also enhances communication and engagement with the customer base.
Traveling during the off-season offers tourists a unique opportunity to enjoy a more relaxed and comfortable vacation experience With fewer crowds, visitors can fully immerse themselves in their surroundings, allowing for a more personal connection with the destination and its offerings This quieter time not only enhances enjoyment but also fosters a stronger bond between tourists and service providers, ensuring that guests feel valued and cared for throughout their journey.
CASE DESCRIPTION
General information about Non Nuoc Viet Travel company
3.1.1 General information about Non Nuoc Viet Travel company
Picture 1: Non Nuoc Viet travel agency.
- Address : 61 Cao Son Phao street, Cam Le District, Da Nang City.
The company located at No.61 Cao Son Phao Street – Hoa An Ward – organize tours Non Nuoc Viet Travel company was established on October
29, 2010 More than 10 years of operation, the company has achieved much success and attraction more customers.
The company aims to enhance the travel experiences of tourists by meeting their needs and ensuring enjoyable trips With a team of skilled and experienced staff and guides, the company has successfully impressed travelers during their tours, encouraging them to return for future adventures.
3.1.2 History of establishment of Non Nuoc Viet Trade And Service Travel Company Limited.
Non Nuoc Viet Travel Company stands out as a leading player in the tourism sector, significantly contributing to the growth of the national tourism industry The company offers a diverse range of services, including accommodation, dining, travel, entertainment, commerce, transportation, and tourism and hospitality training.
In recent years, Non Nuoc Viet Travel has expanded its offerings by diversifying into various business lines, including road passenger transportation, local car services, car rentals, and sports equipment rentals, enhancing its entertainment options.
Non Nuoc Viet Travel is dedicated to "Improving the quality of life" by enhancing business efficiency and service quality The company aims to invest in upgrading facilities and developing new products that showcase traditional cultural characteristics Additionally, Non Nuoc Viet Travel focuses on effective promotion and marketing strategies to reach both target and potential markets.
Non Nuoc Viet Travel is committed to sustainable growth by promoting new products in accommodations, restaurants, and travel shopping, particularly through river and cruise ships To expand its reach, the company plans to actively develop branches across Southeast Asia.
Non Nuoc Viet Travel is committed to enhancing its market presence and positioning Vietnam as a competitive player in the Asian tourism sector, driven by its strong potential and forward-looking vision for the country's tourism industry.
3.1.3 Organazational structure of Non Nuoc Viet Travel
Chart 1: Organizational structure chart of Non Nuoc Viet Travel Co., Ltd
Director: Director of the company is Nguyen Huu Duy Vu, who decides the significant problem of the company such as regulation, strategic vision, and oriented development.
Tour Operator Department: This is the department responsible for the operations of the whole company, running all daily tasks It performs the following tasks:
- Responding for the plan and general strategic direction of the company.
- Setting out the company's goals, development direction and strategy.
- Responding for the profitability, development direction and growth of the restaurant.
- Employing management to ensure best results.
The inbound department at Non Nuoc Viet Travel, although one of the last rooms established, has rapidly emerged as a key component of the company, playing a crucial role in its overall success.
Non Nuoc Viet Travel's domestic tour operations significantly contribute to the utilization of services from various travel providers, including resorts, hotels, and restaurants Additionally, their inbound team consistently updates vital information regarding tours, destinations, food prices, and accommodations As a result, these efforts are fostering growing trust among visitors from around the globe.
The department is divided into many small groups by language to work.
Each group is responsible for:
- Booking services including hotel, transportation, restaurant, guided tour, visa consultation
- Responsibilities for service quality, duration and tour itinerary, tour results, competitiveness of products
- Book, confirm and pay for travel arrangements.
- Customer relations, consulting and negotiation of contract signing
- Prepare all the necessary documents so that the tour guide can run the tour in accordance with the process.
- Sign a contract with a tour provider
- Coordinate with the tournament operator room to solve the problem of buying and selling tours and taking care of customers in advance - when performing tours
- Ensure that all services are confirmed and that they link to the program.
The Tourism Department specializes in organizing tourist activities and offering a variety of travel programs and services Our dedicated team, equipped with extensive knowledge and experience in the tourism sector, is committed to delivering the latest, most appealing, and budget-friendly tour packages to our customers.
The Marketing Department plays a crucial role in connecting customers with travel products through various strategies, including managing Facebook and Google Ads, maintaining an engaging fan page, and implementing effective email and SMS marketing campaigns Additionally, the department focuses on nurturing relationships with existing customers to enhance loyalty and retention.
Accountant-Finance: Providing a detailed business plan as well as a financial plan of the company and checking the inventory of all existing assets of the company.
3.1.5 Human resources of the company
Table 1: Human resources of Non Nuoc Viet Travel Company
The Covid-19 pandemic has posed significant challenges to business operations, compelling many companies to downsize despite their efforts to adapt Consequently, some staff reductions have occurred; however, the overall workforce remains sufficient to maintain normal operations and meet customer demands, even amid the volatility of the domestic and global tourism sectors.
After a decade of growth, Non Nuoc Viet Tourism has earned the trust of its customers by successfully organizing thousands of private group tours for businesses, companies, factories, and families These enriching long-term trips offer unique experiences at diverse destinations, integrating teambuilding activities and gala events that foster stronger connections among participants and contribute to the success of businesses.
Non Nuoc Viet Travel Company prioritizes customer interests and maintains its reputation through dedicated professional service The company is committed to continuously enhancing the quality of its offerings, solidifying its position as a leading tour provider in the industry.
Non Nuoc Viet Travel partners with reputable 3-star and 4-star hotels, along with renowned restaurants in major destinations such as Da Nang City, Quang Nam, Hue, Nha Trang, and Ho Chi Minh City, enhancing the travel experience in these provinces where the company offers organized tours.
As the demand for entertainment and resorts continues to rise, the trend towards user-friendly accompanying services is becoming increasingly important for customer satisfaction In response to this growing need, Non Nuoc Viet Company offers a range of commercial services designed to enhance the overall experience for its clients.
• Provide experienced tour guides and on-demand services
• Hotels, restaurants, resorts and villas
• Agents of air tickets, train tickets, tickets
• Car rental service from four to forty-five seats:
- Twenty-nine-seater tour bus
- Thirty-five-seater tour car
- Forty-five seats tour car
The real situation of Non Nuoc Viet Travel company in the rencent years
The company designs travel programs to attract domestic and international tourists.
Visitors looking to explore various tourist destinations in Da Nang can participate in diverse tour programs that offer cultural experiences Non Nuoc Viet travel company has prioritized the development of tourism in these areas, introducing a range of travel options for guests to select the most suitable itinerary for their visit.
However, in the last two years, the arrival of Covid-19 has seriously affected tourism
Therefore, the tourism programs must ensure the safety of the health of visitors The following travel programs are often the best choice for travelers:
1 Da Nang – Con Co Island 2 days 1 night
2 Da Nang – Cu Lao Cham 2 days 1 night
3 Da Nang – Hue – Hoi An 3 days 2 nights
In addition, the company also organizes tours of "Heritage of the Central" combined with visiting many beautiful beaches:
Depending on the purpose of the trip, the company will organize suitable trips for visitors.
Some international visitors want to visit the culture and history of Vietnam as well as the history museums of DaNang
The following tour programs of the company are often the best choice of travelers and have received good feedbacks high mark from tourists:
1 Museum of Champa Sculpture - The Zone 5
Military Museum – Ho Chi Minh Museum 1 day
2 Heritage Road: Da Nang – Hoi An – My Son –
Hue – Quang Binh 3 days 2 nights
Historic witness destinations: Da Nang – Nga ba Dong Loc - Hien Luong Bridge and Ben Hai River
Central Vietnam is a captivating destination for tourists, renowned for its delectable cuisine, stunning beaches, and picturesque islands Beyond its natural beauty, this region offers a rich tapestry of historical sites and monuments that have stood the test of time, inviting visitors to delve into its ancient heritage.
Da Nang offers numerous daily tours that begin in the morning and conclude in the afternoon or evening, making it ideal for tourists eager to discover the city's stunning landscapes and renowned attractions nearby.
1 Da Nang – Hai Van Pass – Hoa Spring 1 day
2 Da Nang – Hoi An 1 day
4 Linh Ung Pagoda – DaNang Museum 1 day
Tour guides are essential to the success of any tourism business, including Non Nuoc Viet Travel Company Our skilled guides play a vital role in directly engaging with guests and enhancing their experience throughout various travel activities They provide valuable knowledge and ensure that visitors enjoy their travel programs, making each journey memorable.
To have a successful tour program, the tour guides must be cheerful, enthusiastic, and friendly, all of which are reflected in the guides of Non Nuoc Viet Company.
Whether customers are satisfied with their trips and return to the company again or not largely depends on the tour guides.
In today's market, the price has given way to quality, but that does not mean it plays no role in a tourist's decision-making over a tourism market.
Non Nuoc Viet Travel company maintains a pricing policy similar to that of other travel companies Despite the complex circumstances surrounding the Covid-19 pandemic in 2020 and 2021, tour prices have remained relatively stable.
The following table shows several price policies of tour programs of the company in 2018-2020:
Heritage Road: Da Nang – Hoi
An – My Son – Hue – Quang
Da Nang – Nga ba Dong Loc -
Hien Luong Bridge and Ben
Da Nang – Cu Lao Cham – Hoi
City tour Da Nang ( 2 days 1 night) 1,900,000 1,900,000 1,750,000
Table 2: Price policies of Tour Programs
The price policies for tour programs at Non Nuoc Viet Travel remained relatively consistent from 2018 to 2020 However, in response to the Covid-19 pandemic, tour prices decreased over the last two years to offer tourists more competitive rates.
The company serves tourists when choosing a tour program that are 2-3 star hotel Accommodation facilities are not diverse in form Tourists are not comfortable sharing rooms with others
The quality of service at the place is always complained and reminded by customers Tourists are not comfortable sharing rooms with others
During the Covid-19 season, some places will reduce some tour services, losing the interests of customers, so the number of visitors has decreased in the past time.
3.2.5 The quality of catering and transportation
For restaurants, the Covid-19 season will not have a variety of cuisines and sometimes deteriorates in quality Service quality will not be as good as annual.
The company frequently relies on a limited number of vehicles for transportation, which can lead to customer frustration Additionally, the combination of various tours often results in drivers struggling to manage the number of passengers and their respective destinations, causing confusion among tourists regarding their locations.
Non Nuoc Viet Travel Company offers a comprehensive car rental service with vehicles ranging from 4 to 45 seats, ensuring a wide selection to meet diverse customer needs With a substantial fleet, the company is well-equipped to accommodate various group sizes Additionally, Non Nuoc Viet provides convenient access to air and train tickets, facilitating easy travel to other provinces for its customers.
ANALYSIS AND EVALUATION
Analysis
4.1.1 Analysis of tourists to DaNang city
Da Nang, a rapidly developing tourism hub in Vietnam, is a captivating destination for both domestic and international travelers Known as the "City of Bridges," it boasts stunning beaches that draw a diverse array of visitors from around the globe.
The Covid-19 pandemic has led to significant declines in tourism in Da Nang, Vietnam, severely affecting visitor numbers and key markets essential for achieving growth targets Tour operators report a notable reduction in the number of available tours, highlighting the challenges faced by the tourism sector in the region.
Despite efforts by businesses to connect tour operators with destinations and cater to visitor needs through discounted tours, the results have only attracted a small and atypical segment of tourists Consequently, Non Nuoc Viet Travel Company is experiencing a notable decline in tourist numbers.
The following table shows the number of tourists to Da Nang in recent years: (million)
Table 3: The number of tourists coming to Da Nang from 2018 to 2020
In 2018 and 2019, Da Nang experienced a surge in tourist numbers due to the city's emphasis on enhancing various tourism activities As the economy developed, there was a corresponding rise in the demand for travel and leisure experiences.
In recent years, Da Nang has made significant strides in developing its tourism sector, positioning it as a key driver of the city's economy As a result, the city has emerged as a popular destination, successfully attracting both domestic and international visitors.
In 2018, Da Nang welcomed 7.6 million visitors, comprising 3.7 million domestic and 2.8 million international tourists By 2019, this figure rose to 8.69 million, marking a 13.4% increase from the previous year The number of domestic tourists grew to 4.1 million, while international visitors surged to 4.5 million, highlighting Da Nang's growing appeal as a prime travel destination.
However, since 2020 due to the influence of the Covid-19 epidemic and unfavorable weather conditions, the number of tourists coming to Da Nang has decreased significantly
Da Nang has experienced a significant decline in tourism, with domestic visitors dropping to 220,000 and international arrivals falling to just 100,000, marking a staggering 97% decrease compared to the previous year This sharp reduction in tourist numbers has posed considerable challenges for the local tourism industry in Da Nang.
4.1.2 Analysis to tourists at Non Nuoc Viet Travel
Currently, many travel companies are established in Da Nang, but they are not competitive because each company has a different tourism exploitation strategy
Non Nuoc Viet Travel Company is actively enhancing tourism in Da Nang by implementing various strategies to attract both domestic and international visitors The company offers a diverse range of tourism experiences, showcasing the region's unique attractions and culture to engage a wider audience.
In addition, all international visitors coming to Vietnam, want to experience tourist destinations here in, especially Da Nang, so the company has organized suitable tours for foreigners
Da Nang has become a leading tourist destination, captivating visitors worldwide with its diverse array of new attractions and unique tourism offerings This vibrant city consistently ranks at the top of travel lists, drawing significant attention from tourists seeking memorable experiences.
The following table shows a large number of tourists coming to the company in recent years:
The numbers of tourists (visitors) 14,576 16,890 4,215
Table 4: The number of tourists coming to Non Nuoc Viet travel from
Despite the competitive landscape of the tourism industry in Da Nang, Non Nuoc Viet Travel Company continues to be a preferred choice for many visitors Although their visitor numbers represent a small fraction of the total tourist influx to the city, they effectively attract and retain clients amidst numerous competitors.
Despite being a newly established company, it has quickly gained a strong reputation among tourists In 2018, the company welcomed 14,576 visitors, comprising 8,006 domestic tourists and 5,570 international guests While these numbers represent a small fraction of the overall tourist traffic in Da Nang, they highlight the dedicated efforts of the staff in providing excellent customer service.
In 2019, the number of visitors to the company was 16,890, the company attracted tourists up 13.7% over the same period last year The year
In 2019, the company experienced significant growth, attracting a total of 16,890 visitors, comprised of 10,705 domestic and 6,185 international guests This surge in visitor numbers reflects the increasing quality of the company's services and heightened customer satisfaction.
In 2020, Da Nang experienced a significant decline in tourism, with a total of 4,215 visitors to the company, comprising 3,350 domestic and 865 international tourists This marked a staggering 75% decrease in visitor numbers compared to the previous year.
The ongoing challenges posed by COVID-19, along with adverse weather conditions, have led to a significant decline in visitor numbers, severely impacting the company's revenue In response, the company is focusing on implementing measures and policies aimed at enhancing adaptability during unfavorable weather conditions.
Evaluation of tourists on Non Nuoc Viet Travel
The evaluation is based on a survey of 40 tourists in the travel program
Da Nang - Hoi An - Hue (3 days - 2 nights) of the company.
DAY 01: DA NANG - HOI AN
Welcome to Danang International Airport! Explore the stunning Linh Ung Pagoda in Son Tra District, home to a towering 65-meter Buddha statue Next, enjoy a scenic drive back to Ngu Hanh Son to witness the breathtaking beauty of Ngu Hanh Mountain.
As you run along the scenic road, you'll encounter the breathtaking beauty of My Khe Beach, renowned as one of the world's most stunning beaches Following this, we will board a bus back to Hoi An, a remarkably preserved Southeast Asian trading port from the 15th to 19th centuries, showcasing historical landmarks such as the Tan Ky House, Phuc Kien Pagoda, and the Japanese Bridge Enjoy some free time for sightseeing before settling in for an overnight stay at a hotel in Hoi An.
Depart for Hue, admire the Hai Van Pass - one of the most beautiful passes in Vietnam To Hue, you take a boat on the Perfume River, visit Thien
Mu Pagoda, Phuoc Duyen Tower
Explore the historic Hue Citadel, the Royal Palace of the Nguyen Dynasty's 13 kings, featuring iconic sites such as Ngo Mon Gate, Thai Hoa Palace, and the Forbidden City Afterward, immerse yourself in the vibrant atmosphere of Dong Ba Market before enjoying dinner Conclude your day with a restful overnight stay at a hotel in Hue.
DAY 03: HUE - DA NANG (Breakfast)
Morning transfer from Hue to DN via Hai Van tunnel Free shopping in Da Nang freely before taking the group to the airport for departure End of service.
Flexibility Foreign language Knowledge Serving attitude
Table 5: Tourist’s evaluation to tour guide
Customer satisfaction with the company's tour guides is notably high, reflecting their professionalism and effectiveness Over 60% of customers expressed satisfaction with the tour guide's flexibility, while 47.5% appreciated their foreign language proficiency However, regional language and accent differences led to a 7.5% dissatisfaction rate among three guests Additionally, the guides demonstrated strong knowledge and service attitude, with over 65% of travelers satisfied with their ability to handle situations, provide timely service, and cater to individual preferences, while less than 30% reported dissatisfaction.
The proportion of price policy
Table 6: Tourists’ evaluation on price
From table 6, the company's current service price is different from other companies, the high price is 45%, average 35%, and low 20%, but the rating here is only objective nature
Customers value this travel program for its competitive pricing, which aligns with their expectations for high-quality service Furthermore, international travelers require superior service quality, making the company's pricing ideal for international tours.
Excellent Good Normal Bad The proportion of quality of accommodatio n
Table 7: Tourists’ evaluation om accommodation
Through table 7, guests are quite dissatisfied with the company's accommodation services, specifically 60% of guests are not satisfied with the quality of their stay and 30% of guests are satisfied
This shows that the accommodation facilities that the company cooperate are not good, the hotel quality is not good, making tourists not satisfied with the service
The company should make a recommendation to these business units to have the best quality, to serve customers the best way and to keep reputation with customers.
4.2.4 The quality of catering and transportation
Level of satisfaction Evaluation criteria
Table 8: Tourists’ evaluation on catering and transportation
Customers express high satisfaction with their trips, particularly regarding catering and transportation services The company prioritizes safety by utilizing modern vehicles and employing experienced drivers to enhance the overall tourist experience However, there is a noted limitation in the foreign language skills of the driving team and a lack of tourism training for some drivers.
Customers are highly satisfied and enthusiastic about the restaurant's commitment to safety, hygiene, and nutrition The establishment offers dishes that showcase the rich culinary culture of the Central region, enhancing the overall dining experience.
4.2.5 Tourists’ evaluation on tour programs
Tour Da Nang - Hoi An - Hue (3 days - 2 nights) through the visitors' assessment, remains some limitations:
- Places are not mentioned in the tour program.
- Restaurants are not mentioned Quality and food service are poor
- The places to eat and drink during the trip are not mentioned in the tour.
- Transportation between destinations not mentioned in the tour content.
- The content of the tour schedule is not specified or detailed.
Extremely Quite Moderately Somewhat Not at all
1 It is very easy to hear 59
2 It is easy to hear 37
4 It is hard to hear -
General evaluation about the service quality of Non Nuoc Viet Travel Company
Non Nuoc Viet Travel stands out as a premier player in the tourism sector, significantly enhancing the industry's growth in the country The company offers a diverse range of services, including accommodation, dining, travel, entertainment, transportation, and training for tourism and hospitality.
Non Nuoc Viet Travel has successfully diversified its business and demonstrated strong potential in Vietnam's tourism sector With a clear vision for the future, the company aims to enhance its market presence and position Vietnam as a competitive destination in Asian tourism Despite being newly established, it has already garnered a significant customer base.
Non Nuoc Viet Travel boasts modern facilities and a prime location, offering a diverse range of products The experienced and enthusiastic staff enhance the unique experience for all visitors.
The tour system is highly regarded by customers for its versatility, catering to a wide range of preferences With affordable pricing, it aligns well with the financial capabilities of most clients, making it an attractive option for diverse travelers.
The company prioritizes safety by selecting destinations with minimal risks for visitors, ensuring a secure travel experience Additionally, they emphasize high-quality cuisine and a diverse menu, providing reassurance to customers With a network of reputable and familiar suppliers, the company is committed to creating ecotourism programs that meet the diverse needs of tourists.
In general, tourists have fairly satisfied reviews of the service quality of the transport, restaurants, hotels served in the programs provided by the company.
Besides these advantages, there are still some drawbacks that need to be overcome.
Customer reviews indicate that tourism products tend to be priced higher than those of other travel businesses, leaving middle and low-income travelers with limited options As a result, many of these travelers find that the company's offerings do not align with their budgetary constraints.
The company has yet to partner with upscale hotels and restaurants, leading to traveler dissatisfaction, particularly with the limited breakfast buffet options at many 3-star hotels To enhance guest experiences, it is crucial for the company to consider recommending hotels that offer a more diverse menu selection for corporate visitors.
Many companies struggle to effectively utilize their websites for customer service and support In today's fast-paced environment, customers expect prompt and efficient service A well-designed website dedicated to customer service can significantly enhance user experience, allowing businesses to save costs while meeting customer needs swiftly and effectively.
DIFFICULTIES AND SOLUTIONS
Difficulties
Prior to the Covid-19 pandemic, the tourism industry in the city and nationwide was experiencing significant growth; however, this progress was accompanied by various challenges that the sector had to navigate.
Customers who rate some of the company's services higher than middle-income companies choose travel programs that match their income.
Customers always put strict requirements on the company Therefore, to meet the needs of customers, the company has handled skillfully to ensure the benefits between the two sides.
In the age of e-commerce, online businesses like ticket booking, tour reservations, and room bookings have gained immense popularity However, many companies struggle to effectively leverage these powerful tools for their business operations.
The underdevelopment of online tour booking businesses is largely attributed to a shortage of staff proficient in information technology and foreign languages This skill gap significantly hampers their competitiveness against larger enterprises and foreign companies, making it challenging for them to thrive in the market.
Non Nuoc Viet Travel company is experiencing a surge in tourist arrivals, resulting in occasional overcrowding and increased staff overtime This influx of customers often compromises the quality of customer service, leading to potential negative perceptions from visitors Additionally, the company sometimes faces challenges with insufficient human resources to adequately cater to the needs of tourists.
The tourism industry is facing significant challenges due to the evolving Covid-19 pandemic, which has severely impacted international travel since 2020 As a result, Vietnam's tourism sector and Non Nuoc Viet Travel company have seen a drastic reduction in international visitors, while domestic tourism has also been limited over the past year, leading to a decline in the company's revenue.
Throughout the reporting process, I encounter numerous uncontrollable factors My limited experience in the tourism sector hinders my ability to effectively communicate the insights presented in my thesis.
I successfully completed my thesis and achieved the objectives of my research topic Moving forward, I am committed to learning and enhancing my skills in the tourism industry to ensure positive outcomes in the future.
Solutions to improve service at Non Nuoc Viet travel company
The company currently operates a single branch in Da Nang and should consider expanding by opening additional locations in the northern and southern regions This expansion will enable better collaboration with other tourism businesses, enhancing services for tourists and streamlining future business operations.
The company should expand to European and Asian countries to serve international customers Should analyze and classify guests to adjust tour prices to suit each customer.
The company should develop diverse programs and pricing strategies tailored for tourists, facilitating easy selection Additionally, it is essential to implement product policies and promotional offers aimed at both domestic and international customers.
The company continuously updates its seasonal programs to leverage new tourist attractions in Da Nang, aiming to enhance visitor appeal and boost competitiveness against other local businesses.
5.2.2 Price policy for each type of service
Good tour price is also a point to attract customers Therefore, the company has made price suggestions to suit the travel programs:
Developing a suitable price policy for domestic and international customers Arrange the types of services and reasonable prices to be able to advise customers in the best way, avoiding confusion.
Adjusting the appropriate price during the Covid-19 season and when the weather is not good, the company should adjust the price lower than the normal price.
Proposing promotions and customer appreciation programs to maintain relationships.
Stimulus programs should extend beyond mere discounts and price competition; they must focus on enhancing the quality of products and services By prioritizing improvements and increasing the overall value offered, businesses can create a more impactful and sustainable approach to economic recovery.
5.2.3 Improving the quality of service
In order to have good service quality, the company has proposed solutions to improve service quality:
Regularly checking and evaluating service quality of the company from start to finish.
Listening to reviews and feedback from tourists Thereby, the company offering measures corrective measures to bring better service quality to the company.
Provide new places and famous places of Da Nang into the tour program.
5.2.4 Improving the quality of tour guide
To complete a good tour, it is necessary to have a team of professional guides Therefore, the company needs to:
Improving skills and expand knowledge to serve tourists.
Enhancing foreign language skills is essential for effectively communicating with international tourists A tour guide proficient in a foreign language can easily convey important information, ensuring a seamless experience for visitors.
Engage employees in extra-curricular activities to improve their skills and interact with colleagues from other companies.
Non Nuoc Viet Travel should establish a salary, fee, and bonus policy that aligns with its operational circumstances to effectively retain skilled human resources and ensure long-term service quality.
To enhance the tour experience in Da Nang, the company should incorporate renowned attractions into its programs while also offering cultural and historical tours, including the "Heritage Road" tour to showcase the region's rich heritage Additionally, organizing entertainment and shopping excursions will provide visitors with a diverse range of activities, ensuring their experience remains engaging and enjoyable.
Developing tourism programs, services that meet international tourism standards, along with conservation, development and promotion of the image and role of zones and spots historic tourist area.
5.2.6 Improving the catering and transportation
Non Nuoc Viet Travel needs to diversify the means of transport for tourists to meet the needs of visitors:
- The means of use are regular buses or two-story buses so that visitors can see the city if operating conditions allow.
To enhance the travel experience, drivers and service personnel must possess not only professional qualifications but also essential communication skills, foreign language proficiency, and travel knowledge This expertise enables them to effectively assist and engage with tourists throughout their journey.
To enhance the tourist experience, it is essential to provide newsletters that introduce visitors to the city's renowned attractions and public transportation options These resources should be available in multiple languages, including Vietnamese, English, and Chinese, to accommodate a diverse range of tourists.
To enhance the quality of accommodation services, Non Nuoc Viet Travel should prioritize excellence from the moment guests arrive at the reception Implementing effective strategies for improvement is essential to ensure a memorable and satisfying experience for all visitors.
- The company should cooperate with 4-star and 5-star hotels to be worthy of the money customers spend.
- The company should propose hotels to decorate rooms, upgrade hotel facilities and strictly implement the price listing, quality assurance and human resources for attentive reception.
5.2.8.1 Focusing on the social network
Along with the development of society, the internet becomes a useful tool for everyone, which shows that the number of people using the internet is very large
To enhance its brand visibility, the company should establish a dedicated website on social media platforms that effectively promotes its image Additionally, creating engaging articles about travel programs and renowned destinations will help attract potential customers and boost interest in the company's offerings.
The companry should creative a logo and company image that is beautiful and sympathetic to customers, that evaluates the level of professionalism of your company.
The company needs to cooperate with restaurants, hotels, other travel agencies for assistance in advertising
To enhance its brand image and foster collaboration, Non Nuoc Viet Travel should partner with international companies while also working alongside local businesses to create a mutually beneficial promotional strategy and improve pricing policies Additionally, the company should strategically select between online and offline advertising methods to effectively reach its target audience.
CONCLUSIONS AND SUGGESTIONS
Conclusions
Tourism is rapidly expanding, driven by increasing travel demands Established in Da Nang, Non Nuoc Viet Travel has navigated numerous challenges while also celebrating significant successes since its inception.
In a highly competitive tourism market, enhancing the quality of ecotourism products is crucial for attracting customers For companies like Non Nuoc Viet Travel, the success of their ecotourism programs relies heavily on the quality and organization of their tour offerings Additionally, effective promotion strategies are essential to boost sales and visibility in the industry.
To enhance market reach beyond previous years, the company, which currently operates a single branch in Da Nang City, should consider expanding its presence by opening additional branches in northern and southern regions Additionally, forming partnerships with other companies outside the area could facilitate business support and foster collaborative exchanges.
The company needs information about tours, prices, accompanying support, need to be provided in detail and specifically Thereby helping customers get good support, ensuring reservations, get the right travel.
The company should send catalogs and brochures to loyal customers to keep costs and avoid annoying customers.
Enhancing the foreign language skills of tour guides facilitates effective communication with tourists, leading to a positive impression of the staff Proficient language abilities among staff members significantly improve the overall experience for visitors.
In light of the current situation, I have proposed several strategies aimed at attracting more tourists I believe these solutions can assist the company in addressing its shortcomings and fostering future growth However, it is important to acknowledge that, given the time constraints, some errors may still occur.
I would like to thank the teachers in the Faculty of English for imparting knowledge to me in the past 4 years Again I would like to thank
I would like to express my heartfelt gratitude to Ms Nguyen Thi Dieu Tram for her invaluable assistance in completing my graduation thesis Additionally, I extend my thanks to Mr Nguyen Huu Duy Vu, the director of Non Nuoc Viet Travel Company, along with all the employees, for providing me with the opportunity to gain practical experience within the company.
The investigation aims to identify solutions that will enhance service quality, ultimately attracting more tourists and fostering the company's future growth and development.
Suggestions
6.2.1 For English for tourism at FLD, DTU
Many students struggle with a lack of confidence when communicating with international guests due to limited practical experience To address this issue, schools should implement additional extracurricular activities that provide students with opportunities to practice English with native speakers.
Schools should arrange field trips that allow students to engage with foreigners, enhancing their foreign language skills These experiences provide valuable opportunities for students to apply their classroom knowledge in real-world situations, helping them develop practical problem-solving abilities.
In the long run, the school can enhance student opportunities by collaborating with additional foreign organizations and companies in the tourism sector, allowing students to select from a wider range of internship placements.
Incorporating specialized subjects in tourism into the curriculum is essential for enhancing students' understanding of the hospitality and tourism industry Additionally, universities should offer extra-curricular activities that provide opportunities for students to practice English with native speakers, fostering better communication skills and cultural exchange.
6.2.2 For Non Nuoc Viet Travel company
To enhance market reach beyond previous years, the company should consider expanding its presence by opening additional branches in northern and southern regions, as it currently operates only one branch in Da Nang City Collaborating with other companies outside the region can also facilitate business support and foster exchange, further driving growth and development.
The company needs information about tours, prices, accompanying support, need to be provided in detail and specifically Thereby helping customers get good support, ensuring reservations, get the right travel.
To effectively cater to diverse visitor demographics, the company must implement a well-structured fake policy and tailored promotions for various tourist attractions This approach should consider the specific needs of different groups, including the elderly, individuals with disabilities, students, and children, ensuring an inclusive experience for all.
Building and designing tour programs and innovating them each year, each season, each different event, and expand the exploitation of new tourist destinations in Da Nang City today.
Enhancing the foreign language skills of tour guides facilitates effective communication with tourists, leading to positive impressions of the staff Proficient language abilities enable guides to accurately convey the details and experiences of the trips, enriching the overall visitor experience.
Expanding its scale to different countries such as in Asia, Europe, andSoutheast Asia
The company should analyze characteristics, build customer portraits, divide, and segment correctly; hence, it could adjust the price of the tour to suit for each customer type.
Build your own business market, especially the online environment:
- Designing a travel website is the first priority to start promoting your business.
- Set up accounts for social networks and free websites.
- Register the company's business name on online review sites to receive many reviews from customers.
- Advertising and communication by different means, such as at destinations, electronic newspapers,
[1] https://luanvanaz.com/khai-niem-du-lich.html
[2] https://luanvanviet.com/khai-niem-khach-du-lich-va-nghien-cuu- thong-ke-khach-du-lich/
[3] http://vietnamhotels.net/travel-guide/da-nang.html
[4] https://www.igi-global.com/chapter/semantic-web-tourism
[5] https://www.protectedtrustservices.com/what-is-a-tour-operator/)
1 Trần Văn Thông (2006) Tổng quan du lịch NXB Đại học Quốc gia Thành Phố Hồ Chí Minh
2 TS Nguyễn Văn Mạnh, TS Nguyễn Đình Hòa (2015) Giáo Trình Marketing Du Lịch NXB Đại Học Kinh Tế Quốc Dân.
3 Nguyễn Thanh Chương ( Tái bản năm 2020) Sách giải thích thuật ngữ du lịch và khách sạn English books.
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