AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF TRAVEL PROGRAMS OF ONE TEAM GLOBAL TRADE AND TOURISM CO ,LTD

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS NGUYEN THI DIEU MINH AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF TRAVEL PROGRAMS OF ONE TEAM GLOBAL TRADE AND TOURISM CO.,LTD GRADUATION THESIS IN SOCIAL SCIENCES AND HUMANITIES Da Nang, May 2021 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS NGUYEN THI DIEU MINH AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF TRAVEL PROGRAMS OF ONE TEAM GLOBAL TRADE AND TOURISM CO.,LTD MAJOR : ENGLISH FOR TOURISM CODE : K23.702 SUPERVISOR: DUONG HUU PHUOC DA NANG – May 2021 Graduation Paper Supervisor: Duong Huu Phuoc ACKNOWLEDGEMENT In order to complete my graduation paper, I have received a lot of help, guidance and encouragement from teachers, families and thank you to the staff at OTG Travel Especially, I would like to send my deep gratitude to Mr Duong Huu Phuoc, my supervisor During the process of writing the paper, he guided me from the beginning to the end thoroughly I know he is very busy, but he still spends time checking and correcting all the mistakes in my graduation paper Subsequently, I wish to acknowledge the help provided by all teachers of Faculty of English at Duy Tan University for their precious lessons, devoted teaching and enthusiastic assistance to me Last but not least I would like to express my very great appreciation to my family, especially my parents, for their support, encouragement and motivation while I was writing this paper I wish all of you good health and success! Yours sincerely! Da Nang, May 2021 Nguyen Thi Dieu Minh Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper Supervisor: Duong Huu Phuoc ABSTRACT The graduation paper begins with investigating into the travel program quality of ONE TEAM GLOBAL Travel and Trading Co., Ltd Currently, there are many businesses operating in the tourism sector, so the competition between businesses is fierce In order to improve business efficiency and enhance integration into regional and international business systems, Vietnam travel agencies in general and ONE TEAM GLOBAL Travel and Trade Co., Ltd Particularly, there is no other choice to improve the quality of its tourism program because in the current trend of development of the tourism industry, product quality is the decisive factor for existence and development of the company So I decided to choose the topic: "An Investigation into the Real Situation and Some Solutions to Improving the Quality of Travel Programs of OTG Trade and Tourism Co., Ltd " as the subject of my graduation thesis Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper Supervisor: Duong Huu Phuoc STATEMENT OF AUTHORSHIP This graduation paper contains no materials published elsewhere, and that to the best of my knowledge It does not use either in the whole or in part from a material previously submitted for degree or diploma in my university, except where due reference is made in the text No other person’s work has been used without acknowledgement in the graduation paper This graduation paper has not been submitted for the award of any degree or diploma in any other tertiary institution Da Nang, May 2021 Nguyen Thi Dieu Minh Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper Supervisor: Duong Huu Phuoc LIST OF ABBREVIATION Qty: Quantity OTG: One Team Global Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper Supervisor: Duong Huu Phuoc LISTS OF TABLES AND CHART LISTS OF TABLES Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper Supervisor: Duong Huu Phuoc LISTS OF CHART TABLE OF CONTENTS Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper Supervisor: Duong Huu Phuoc CHAPTER 1: INTRODUCTION 1.1 Rationale: Today, tourism has become an indispensable part of the modern world and it is a necessary condition for international economic integration In some countries in the world, tourism has become a spearhead economic sector, contributing to increasing national economic income Travel business has an intermediate position, is the bridge between supply and demand in tourism, in order to promote domestic tourism and international tourism Business mainly in the field of organization, construction, sale and implementation of package tourism programs for tourists In addition, travel agencies can conduct intermediary activities for the sale of travel suppliers 'products or undertake general business activities to ensure the service of tourists' needs Currently, there are many businesses operating in the tourism sector, thus in order to improve business efficiency and enhance the process of participating in regional and international business system integration, travel companies Vietnam in general and One Team Global tourism and trade limited liability company in particular are forced to improve the quality of their tourism Because in the current trend of tourism development, product quality is the decisive factor for the existence and development of the company That is why I decided to choose the topic: "An Investigation into the Real Situation and Some Solutions to Improving the Quality of Travel Programs of OTG Trade and Tourism Co., Ltd " 1.2 Aims and objective  Aims The study aims to focus on the quality of the tour program at OTG Travel and how to improve the quality of the tour program Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 10 Supervisor: Duong Huu Phuoc  Objectives The purpose of this study is carrying out objectives as follows: - Investigate in detail the entire process of tour program quality at OTG Travel -Find out strengths, weaknesses, opportunities and threats in quality travel - Proposing some solutions to improve the quality of tourism 1.3 Scope of the Study: The topic focuses on researching issues surrounding the construction, sale and implementation of package tourism programs at the company Thereby proposing a number of solutions to improve the quality of tourism programs 1.4 Methods of the Study: In my research, we use several methods to support our work - Firstly, we use the method of collecting information from the departmental managers of the company and the method of analysis and evaluation to understand the information - Second, we get more insights and ideas about OTG Travel by using the company's method of observing and interviewing employees and customers 1.5 Organization of the Study This study is divided into five chapter: Chapter 1: Introduction Chapter 2: Theoretical background Chapter 3: Case Description Chapter 4: Analysis and evaluation Chapter 5: Difficulties and solutions Chapter 6: Conclusions and suggestions Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 52 Supervisor: Duong Huu Phuoc Next, one of the reasons why some customers are not satisfied is that the processing of information for customers is not fast Customers who contact via email often have to wait a long time to receive a response Employee language problem is also a hindrance as many employees still have difficulty using English in email In addition, the company does not have many reply forms, so the response speed for customers is slow and this leads to many complaints about the professionalism of the company  Service providers Service providers for the company not meet the requirements in both quality and quantity For example, motels and hotels in Da Nang and Hoi An often lack rooms, especially during the peak tourist season In terms of transportation, some trips require multiple vehicles from multiple providers offering a variety of services This leads to inconsistent quality and causes discomfort in customer psychology  Travel programs The tour programs are a bit boring to meet the needs of many different types of visitors New customers can easily find similar travel programs at other travel agencies This makes OTG Travel no different from other competitors and easily loses a large number of visitors  Facilities The company is fully equipped with facilities for the development of travel programs such as computers, papers and documents, but the company does not regularly maintain the machinery In addition, the company lacks room for customers when they need to exchange information with sales staff Therefore, customers are quite disappointed in the company's service Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 53 Supervisor: Duong Huu Phuoc CHAPTER 5: DIFFICULTIES AND SOLUTIONS 5.1: Difficulties - The competitiveness of OTG Travel is still limited in the face of fierce competition from domestic travel companies - Infrastructure system to reach the destination is still inadequate The system of technical facilities, accommodation facilities and tourism services has developed rapidly, but in general the scale, convenience and style of tourism products are small, not professionally operated, not yet professional - There is no high specialization among employees in the company - Professionalism when building tourism products, promotion and promotion has not been enhanced Vietnam's tourism products are still slow to innovate, poor, monotonous, lacking in features, less creative, and overlapping between regions lack of alignment in product development - Promotion and advertising are still limited, not professional, not methodical, not effective; Just stopped at promoting the general image, not yet creating a unique resonance and attraction for each tourism product and brand Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 54 Supervisor: Duong Huu Phuoc 5.2 A number of solutions to improve the quality of travel program services at OTG Travel - The tourism program is always vital to travel business Therefore, providing solutions to maintain and improve the quality of the travel program is always the top priority of each leader and is the duty of all employees in the company - To improve the quality, there must be synchronous solutions, solutions to overcome all factors affecting the quality of the program - Through the time of research and research during my internship at One Team Global Travel and Trading Co., Ltd., I personally realized a lot about the meaning of improving product quality Along with the study and assessment of the current status of the tourism program quality management activities at the company With subjective comments, I see that the company has a relatively good quality travel program to meet the needs of tourists But there are also some difficulties and shortcomings in maintaining and improving the quality of the company's travel programs With my shallow understanding, I want to offer some reference solutions to help the company in managing and improving the quality of my travel program  Improve the quality of technical facilities Tourism programs in the implementation process depend a lot on technical facilities Therefore, the OTG Travel device needs to: - Continue to invest in upgrading machinery systems, office equipment, try to shorten the time of depreciation and liquidation Especially in the field of information and computer systems and information technology today is changing at a breakneck speed The generation of machines and application software is more and more developed The sooner the application of these facilities helps reduce wasted time, makes business operations and program Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 55 Supervisor: Duong Huu Phuoc execution fast and timely The company also needs to upgrade its existing website so that customers can find out more information about travel programs and order more conveniently - OTG Travel should invest more in transportation In order to be proactive in shipping activities and control service quality as well as create conditions to reduce product costs To create a competitive advantage - Use reasonable and economical office equipment, avoid wastefulness and reduce office costs in order to facilitate the increase in preventive and preventive costs in order to maintain and improve product quality company  Strengthening the relationship with service providers In the analysis of the situation, we have seen that OTG Travel has a very good relationship with many service providers However, that is not enough because the tourism supply market is very large, the company still has to expand into many new tourism programs, new tourist markets Therefore, the company needs to continue to create more new relationships with service providers by the following measures: - Order more items with new service providers It means consuming more products and services of providers - For accommodation providers, the company should create a relationship by taking risks with them, with either a monthly or quarterly package purchase This means that OTG Travel still pays for a certain number of rooms that the company has booked even when there are no guests That will strengthen the relationship with the suppliers - Keep reputation and enhance the image of providers' services in the eyes of customers By promoting and propagating for them when performing travel programs (Of course, this promotion must be applied with very skillful artistic techniques) Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 56 Supervisor: Duong Huu Phuoc - OTG Travel's senior managers should have regular exchanges with senior leaders of travel service providers This high-level relationship will always be an advantage for the company in the process of perfecting and competing products with other travel agencies  Improving the quality of company site staff All business activities depend on a subject that is human To improve the quality of the tourism program, we must first improve the quality of the designers and implementers of it To this we must take the following measures: - First, it is necessary to recruit a staff of qualified professionals who can meet the requirements of the job In the selection process, in addition to well implementing the selection process to select those with tourism qualifications, good health and foreign language skills We need to pay special attention to the ability to communicate, "inspirational" in words The recruited employees must be patient, dedicated, honest, passionate about the job and enthusiastic Only then can they meet the requirements of the job - Second, continuously conduct training and retraining for employees Travel business activities are growing at a dizzying speed Changes in science and technology application in operations, new arrivals appear So if the implementation staff is not trained and retrained, they cannot keep up with the transformation and will not be able to guarantee product quality The training must go with the promotion to create excitement and motivation for the person being trained In the coming time, in order to improve the quality of tourism programs and improve the qualifications of the tour operators and guides, the company should take the following measures: - Opening refresher courses to improve professional qualifications for all officers and guides of the company, especially the tour guide team Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 57 Supervisor: Duong Huu Phuoc - Organize executive officers to participate in seminars and conferences on tourism so that they can improve their understanding Specifically, through seminars and conferences, they can grasp the current situation of the domestic and international tourism market, capture effective business organizations to learn from experience in organizing management reason Third, OTG Travel should try to establish itself a team of high quality guides Currently the company has its own team of tour guides, but due to the small number of guides, sometimes the staff working in the operating department also plays the role of the tour guide, so the efficiency is not high At the same time, to actively establish close relationships with new guides, especially Japanese, Thai and Korean ones to improve the quality of tourism programs in these markets  Completing the organizational structure and management team - In the company structure, the concurrent work of departments is still large Therefore, the company should analyze job responsibilities for each specific employee to create a basis for forming separate functional departments In order to facilitate the operation process and improve product quality A competent leadership team must be built up Update modern management technologies Build a compact yet flexible organization with a clear hierarchy - The company also needs to have a separate Marketing Department because this department is extremely important, a big decision to the success of the company The establishment of a separate Marketing department reduces the pressure on other departments At the same time, it also helps the company's marketing to be professional and effective  Know your target audience clearly Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 58 Supervisor: Duong Huu Phuoc This is the premise of service quality, to have a good service quality, it is necessary to start with a comprehensive understanding of the enterprise's customers So OTG Travel should pay more attention to this issue To that, the company must: - Focus on researching carefully the needs of customers to come up with travel programs appropriately and effectively - Determine the product value that you will provide - Find out product characteristics - Find out the characteristics of potential tourists in various aspects such as age, gender, income, culture, perception, psychophysiology, preferences, management practices - Evaluate product image by visualizing customer perceptions of company products Doing this requires the leader and program designer of OTG Travel to have a good mindset and competence  Improve the efficiency of quality management - Reviewing the quality standard system implementation process ISO 9001-2000 It is necessary to review the current implementation of this process at the company - Improve the effectiveness of the tourism program quality assessment through customer polls by providing specific and detailed instructions for customers to evaluate the quality of services included in the tour program calendar After each tour ends, it is necessary to synthesize and evaluate customer polls Thereby seeing the quality of the services Find ways to maintain good quality services and fix services that not meet customer requirements Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 59 Supervisor: Duong Huu Phuoc - Promptly handle and fix customer inquiries and complaints Try not to let customers wait long in the processing process, avoid creating frustration and anger for customers  Build a good working environment - Although OTG Travel's corporate culture currently has values built up over many years of operation and through many generations of employees, the company has not yet gone into the business culture corporate culture is ingrained in employees' minds and a guideline for customer behavior Branch leaders need to continue to build a better "corporate culture" for the branch to have a sense of responsibility to help each other, at work Helping employees to reduce the pressure of work to create a good spirit during the working process - Branches should apply a reasonable salary and bonus regime Strict reward and punishment policy To promote fair competition and motivate work Moreover, when Vietnam has joined the WTO, foreign travel agencies entering Vietnam will open offices here and attracting staff of the company is an unavoidable problem In this situation, the company needs to have a reasonable employee remuneration to be able to retain them as well as attract new people  Link with relevant authorities and other tourism companies in overcoming consequences from the environment, economy, society - The consequences from the environment, economy and society are always out of the company's control and cannot be solved by the company alone So in order to limit those negative consequences, the company needs to coordinate with relevant agencies and other travel companies to overcome Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 60 Supervisor: Duong Huu Phuoc - For example, in order to limit the negative consequences from the Covid-19 epidemic, the company needs to coordinate with the quarantine and medical facilities to monitor and inspect, to prevent the spread of disease The branch should actively coordinate with the Vietnam National Administration of Tourism to regularly report on the epidemic control situation of Vietnam to friends and travel agencies to send tourists and international tourists to know and quickly returned to travel in Vietnam CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 6.1: Conclusions - Through researching the topic "Some solutions to improve the quality of tourism programs at One Team Global Travel and Trading Co., Ltd." I have found that the quality of the travel program is always the top concern of all travel companies in particular and the entire tourism industry in general Improving the quality of tourism program is decisive to the existence of an enterprise, not only that it is also a tool for competition and effective advertising Create an advantage for travel businesses in the tourism market The solutions given to improve the quality of the program are not individual solutions, but rather synchronous solutions with a clear mutual relationship - Actually, this is an urgent topic and is a current issue in the current situation of the Vietnamese tourism industry in general and One Team Global tourism and trade limited company in particular - Due to the limited research time, insufficient information and documents, more or less subjective comments, this project is inevitably deficient We hope to receive comments and suggestions from the teachers so Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 61 Supervisor: Duong Huu Phuoc that I can further improve my topic Finally, I would like to express my sincere thanks for the attention and guidance of teacher Duong Huu Phuoc and staff members of the company, especially Ms Nguyen Thi Kim Lien, Mr Le Tan Thanh Tung for their comments and suggestions provide information and data for me to complete this project well Thank you sincerely ! Da Nang, April 30, 2021 Student Nguyen Thi Dieu Minh 6.2 Suggestions for practice and university  Suggestions for the Practice • Research measures to respond to crisis and risks in tourism, especially natural disasters and epidemics • Develop a strategic management program for the travel business for the company • Complete the organizational and managerial structure of the company to create motivation for the development of travel business  Suggestions for Foreign Languages Departments • Strengthening and supplementing of courses for fostering management and business skills for students • Organize for students to go to practice more to learn and gain experience Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 62 Supervisor: Duong Huu Phuoc QUESTIONNAIRE Dear Madam, Sir! Wishing you all the best during your stay in Da Nang city We should be deeply grateful for your responses to the questions on this page Your comments will help us get more useful information to research and come up with some measures in upgrading OTG Travel and providing you with better service Thank you so much for your help! How many time have you been in Da Nang? One time Two time Three time More than three times: How many times have you used the travel services at OTG Travel? One time Two time Three time More than three time: Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 63 Supervisor: Duong Huu Phuoc You know OTG Travel thanks to Guide book Newspaper and magazine Website Travelling agencies Other: What is the purpose of your travel? Business To research Travelling Other: Your first impression when you use the service at OTG Travel? The enthusiasm of tour guide Serving manners, knowledge of tour guide Other ideas: Please tick in the box that you satisfied according to the satisfaction level? 1: Very satisfied 2: Satisfied 3: Normal 4: Dissatisfied Satisfaction level of tourist Transport service and driver Tour guide Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 64 Supervisor: Duong Huu Phuoc Restaurant Hotel Tourism program What made you most satisfied during the time you used our service? To enhance the quality of the tourism program, following your opinion, what should we do? If you have a chance to come back to Da Nang, will you use again the service of OTG Travel Company? Maybe Sure No Please give me your individual information: Nationality : Sex : Age : Occupation : Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 65 Supervisor: Duong Huu Phuoc REFERENCES 1.English Book - Douglas G Pearce and Richard W Butler, Tourism Research Critiques and Challenges - David Weaver and Laura Lawton, Tourism Management - Kathleen Lingle Pond, The Professional Guide 2.Vietnamese Book - TS Nguyễn Văn Mạnh , TS Phạm Hồng Chương Giáo trình Quản trị kinh doanh lữ hành , NXB Đại học Kinh tế Quốc dân - Hà Thuỳ Linh - Giáo trình Nghiệp vụ kinh doanh lữ hành , NXB Hà Nội - Phạm Xuân Hậu Quản trị chất lượng dịch vụ khách sạn – du lịch , NXB Đại học quốc gia Hà Nội - Một số tài liệu công ty lữ hành OTG Travel - Một số trang web : + www.vietnamtourism.com.vn + https://otgtravels.com.vn + www.dulichdanang.gov.vn Student: Nguyen Thi Dieu Minh Code : 2320315752 Graduation Paper 66 Supervisor: Duong Huu Phuoc SUPERVISOR’S COMMENT Student: Nguyen Thi Dieu Minh Code : 2320315752 ... existence and development of the company So I decided to choose the topic: "An Investigation into the Real Situation and Some Solutions to Improving the Quality of Travel Programs of OTG Trade and Tourism. .. choose the topic: "An Investigation into the Real Situation and Some Solutions to Improving the Quality of Travel Programs of OTG Trade and Tourism Co. , Ltd " 1.2 Aims and objective  Aims The study... about the quality of tourism programs That is the basis for reviewing and then offering solutions to improve the quality of tourism programs at One Tean Global Trade and Travel Co. , Ltd The Student: