NN GRADUATION AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO ATTRACTING INTERNATIONAL TOURISTS TO NON NUOC VIET TRAVEL COMPANY

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS VAN THI THUY AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO ATTRACTING INTERNATIONAL TOURISTS TO NON NUOC VIET TRAVEL COMPANY Major : English for Tourism Code : 702 SUPERVISOR: NGUYEN THI DIEU TRAM, M.A DA NANG – May 2021 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A ACKNOWLEDGEMENTS This graduation paper could not be finished without the invaluable help, advice, and encouragement of many people that have contributed to my success First of all, I would like to express my deepest gratitude to Ms Nguyen Thi Dieu Tram, who has delicated her to guiding me throughout the time I wrote the training report She is very busy with teaching and preparing learning materials for students, but she still spends time checking and correcting all the mistakes in my graduation paper Besides, I am very grateful to the leaders of Duy Tan University, and the English teachers who have given me a great environment to study and improve my knowledge, and with the attention, teaching, thoughtful instruction of the teachers, so far I have been able to complete the project In addition, I also sincerely thank to the direction of the Company Management board and the enthusiastic help of the management and staff who have provided me with valuable information and instructions for my project to be completed Finally, given the limited time and experience of a student, this project cannot avoid shortcomings I look forward to receiving the mentoring and comments of the teachers so that I can supplement, raise my awareness, better serve the actual work later Da Nang, May, 2021 Van Thi Thuy Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a thesis by which I have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgment in the thesis This thesis has not been submitted for the award of any degree or diploma in any other tertiary institution Danang, May 5th, 2021 Van Thi Thuy Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A ABSTRACT In this graduation article, I would like to investigate the tourism sector of Vietnam in general and the Non Nuoc Viet travel tourism company in particular, and at the same time offer some solutions to improve Non Nuoc Viet travel company This graduation paper state why I selected this topic, presents some concepts of travel, analysis, and evaluation of travel programs, room rates, and I have come up with some solutions which benefit the company to help attract international visitors and contribute to the growth of tourism Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A TABLE OF CONTENTS Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A LIST OF TABLES AND FIGURES Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A CHAPTER 1: INTRODUCTION 1.1 Rationale Today, tourism has become a necessity for many social classes of each country According to the trend of international tourism development, many countries have put tourism development in one of the top important positions and have achieved many successes "Smoke-free industry" is increasingly asserting its important position in the national economy Along with the general development of the country, Vietnam's tourism is flourishing Vietnam is known as a "safe and friendly destination." Therefore, in recent years, Vietnamese tourism has attracted a lot of international tourist markets The people are easygoing, friendly, comfortable, they are not too demanding and strict with the services when traveling and their spending level compared to international visitors to Vietnam is quite high The number of international tourists entering Vietnam has always grown rapidly and steadily in recent years Facing the increasing demand of the international tourist market in Vietnam, the graduation thesis with the topic " AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO ATTRACTING INTERNATIONAL TOURISTS TO NON NUOC VIET TRAVEL COMPANY", I would like to present some concepts of tourism, outline the current situation and offer some solutions to the company attracts tourists 1.2 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 Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A  To propose solutions to improving service quality Scope of the Study 1.3 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 1.4 To 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 1.5 Organization of the Study In addition to the introduction, conclusion, table of contents, and reference headings, the theme layout consists of 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 : 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 Nuoc Viet travel company  Chapter 6: Giving some conclusions and solutions Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Supervisor: Nguyen Thi Dieu Tram, M.A CHAPTER 2: THEORETICAL BACKGROUND 2.1 2.1.1 Definition of terms Tourism 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 This includes activities that are directly related to the tourist, such as staying in a hotel, ordering a meal or visiting a tourist attraction It also includes indirect activities, such as the transport company which delivers the food to the restaurant in which the tourist eats or the laundry company that has a contract with the hotel for cleaning bed sheets According to the World Tourism Organization: Tourism includes all activities of temporary travelers for the purpose of visiting, exploring and exploring, experiencing or for the purpose of rest, recreation, relaxation as well as practice and other purposes for an uninterrupted period of time but not more than one year outside of a settlement habitat but excluding travels whose primary purpose is to earn money It is largely due to the indirect contributions to tourism, that defining and measuring the tourism industry is so difficult Tourism comes in many different shapes and sizes and there are many different types of tourism There is mass tourism, niche tourism and special interest tourism There is domestic tourism and international tourism There is inbound tourism and outbound tourism [1] Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 10 Supervisor: Nguyen Thi Dieu Tram, M.A 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 There have been many different concepts of tourists, the first definition appearing in the late eighteenth century in France, under which the tourist is the one making a great journey "Faire le grand tour" The big journey is the one from Paris to the Southeast Tourism is a form of residential activity in free time associated with the movement and temporary stay outside of the regular residence in order to rest, heal, and develop physical and spiritually, raising the level of cultural or sporting awareness associated with the consumption of natural, economic and cultural values 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 2.1.2 Tourist Tourist means a person traveling or combining traveling, except in the case of going to school or working to receive income at the destination There have been many different concepts of tourists, the first definition appearing in the late eighteenth century in France, under which the tourist is the one making a great journey "Faire le grand tour" The big journey is the one from Paris to the Southeast In the early twentieth century, Lozef Stander, an Austrian economist, said that: Tourists are luxury guests who stay at will, in addition to regular residence to satisfy high-end living needs without pursuing economic purposes Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 47 Supervisor: Nguyen Thi Dieu Tram, M.A Price policy for each type of service 5.2.2 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 In my view, the implementation of stimulus programs is not only in the form of discounts, price competition, but also in improving the quality of products and services, increasing the value of products and services Improving the quality of service 5.2.3 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 Improving the quality of tour guide 5.2.4 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 Student: Van Thi Thuy Code: 23203211935 Graduation Thesis  48 Supervisor: Nguyen Thi Dieu Tram, M.A Improving foreign language skills to easily communicate with international tourists If the tour guide has a good foreign language, it will be easy to communicate and can convey all information to tourists  Engage employees in extra-curricular activities to improve their skills and interact with colleagues from other companies  Non Nuoc Viet Travel needs to develop a salary, fee and bonus policy in accordance with the operation situation of the unit, in order to retain human resources with long-term service quality for the unit 5.2.5 Improving the tour programs The company should exploit the famous places of Da Nang to include in the tour program to serve tourists At the same time, organize tours about culture and history, combining tour "heritage road" to introduce to visitors Instead of offering places to visit, the company should organize entertainment and shopping tours to avoid boredom in visitors' visits 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 - Drivers and service personnel on the route outside of professional qualifications also need to be equipped with knowledge of communication skills, foreign language skills and travel knowledge to be able to introduce and help tourists on the journey Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 49 Supervisor: Nguyen Thi Dieu Tram, M.A In addition, on the means of transportation, there should be newsletters introducing tourists to the famous tourist attraction system of the city and the public passenger transport system serving visitors in different languages such as Vietnamese, English, Chinese 5.2.7 The quality of accommodation The quality of accommodation services should be focused right from the reception to the arrival, Non Nuoc Viet Travel should have methods to improve the quality of accommodation such as : - 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 Advertising 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 The company should promote the image, create a tool website on social networks to promote the company's image In addition, the company should have articles about travel programs and famous places to attract customers 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 Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 5.2.8.2 50 Supervisor: Nguyen Thi Dieu Tram, M.A Mode of promotion The company needs to cooperate with restaurants, hotels, other travel agencies for assistance in advertising Non Nuoc Viet Travel company needs to operate with international companies to boost their company's image and cooperate with local companies to promote their image together and have better pricing policy The company should choose forms of advertising online or offline CHAPTER CONCLUSIONS AND SUGGESTIONS Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 6.1 51 Supervisor: Nguyen Thi Dieu Tram, M.A Conclusions Tourism is growing day by day, along with more and more people's travel needs Non Nuoc Viet Travel company was built in Da Nang Since its establishment, the company has experienced many difficulties and has also achieved many successes In the face of fierce competition among tour operators in the tourism market, ensuring and improving the quality of tourism products (tour programs) is an important issue in order to create more and more Ecotourism itineraries customer calendar For many companies in general and Non Nuoc Viet Travel Company in particular, the sales results of Ecotourism programs will depend on the quality of the tour, the design and organization of the tour program Besides, the promotion of the company also needs to be focused Strengthening to expand the market scale wider than the past years Currently, the company has only one branch in Da Nang City, so the company should expand more branches in the north and south areas or associate with other companies outside the region to support and exchange within the business process 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 Improving the foreign language skills of the guides will help them to communicate easily with tourists, in which tourists will have a good impression with the staff If staff members speak a good foreign language, they can fully convey the content of the trips Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 52 Supervisor: Nguyen Thi Dieu Tram, M.A After analyzing the situation and propose some solutions to attract tourists I hope that the solutions that I offer can help the company improve its errors to develop the company more in the future However, due to limited time, errors cannot be avoided I would like to thank the teachers in the Faculty of English for imparting knowledge to me in the past years Again I would like to thank Ms Nguyen Thi Dieu Tram for helping me complete the graduation thesis I would also like to thank Mr Nguyen Huu Duy Vu - director of Non Nuoc Viet Travel company and all employees in the company for creating conditions for me to learn the experience of company I hope with the investigation and some solutions can help the company improve the quality of service and attract tourists for the company to develop more and more in the future 6.2 6.2.1 Suggestions For English for tourism at FLD, DTU The common situation that students encounter is lack of confidence when communicating with international guests This means that students have little practical experience, so the school should create some more extracurricular activities for the students to practice English with foreigners The school should organize field trips for students to experience and have the opportunity to interact with foreigners to improve their foreign language skills and for students to apply the knowledge at school to solve problems The school could cooperate with more foreign organizations and companies relating to tourism in the long run, so students could have more options to choose an intern place they want Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 53 Supervisor: Nguyen Thi Dieu Tram, M.A Specialized subjects in tourism should be added to the curriculum to help learners better understand the hospitality and tourism industry I think the university should create some more extra-curricular activities for the students to practice English with foreigners 6.2.2 For Non Nuoc Viet Travel company Strengthening to expand the market scale wider than the past years Currently, the company has only one branch in Da Nang City, so the company should expand more branches in the north and south areas or associate with other companies outside the region to support and exchange within the business process 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 needs to have a reasonable fake policy and promotions suitable for each type of tourist attraction, different types of visitors such as the elderly, people with disabilities, students and children 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 Improving the foreign language skills of the guides will help them to communicate easily with tourists, in which tourists will have a good impression with the staff If staff members speak a good foreign language, they can fully convey the content of the trips Expanding its scale to different countries such as in Asia, Europe, and Southeast Asia Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 54 Supervisor: Nguyen Thi Dieu Tram, M.A 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, Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 55 Supervisor: Nguyen Thi Dieu Tram, M.A REFERENCES I Websites [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/) II Books Trần Văn Thông (2006) Tổng quan du lịch NXB Đại học Quốc gia Thành Phố Hồ Chí Minh TS Nguyễn Văn Mạnh, TS Nguyễn Đình Hịa (2015) Giáo Trình Marketing Du Lịch NXB Đại Học Kinh Tế Quốc Dân Nguyễn Thanh Chương ( Tái năm 2020) Sách giải thích thuật ngữ du lịch khách sạn English books Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 56 Supervisor: Nguyen Thi Dieu Tram, M.A APPENDIX QUESTIONNAIRE With the desire to improve constantly the quality of tour programs to serve customers better and better, we should be deeply grateful when you answer the questions on this page Your opinion will help us with useful information to our research and to put forward some measures in upgrading the tour program at Non Nuoc Viet Travel and providing you with better service Thank you very much for your help! Please give us your individual information: Nationality : Sex : Age : Tour itinerary: Tour guide's name: How many times have you been to the Central Viet Nam? • One time • More than one time Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 57 Supervisor: Nguyen Thi Dieu Tram, M.A How many times have you used the travel services at Non Nuoc Viet travel? • One time • More than one time You know Non Nuoc Viet travel thanks to • Newspaper and magazine • Relatives, friend • Guidebook • Traveling agencies • Internet • Other:……………………… Please tick in the box Satisfied Student: Van Thi Thuy Normal Code: 23203211935 Graduation Thesis 58 Supervisor: Nguyen Thi Dieu Tram, M.A Please tick in the box Details Price Satisfaction level Catering Transportation Student: Van Thi Thuy Code: 23203211935 Graduation Thesis 59 Supervisor: Nguyen Thi Dieu Tram, M.A Your comments for the tour program • Attractive sights: • Unattractive sights: • Sights that you want to add: • Do you expect to continue traveling with Non Nuoc Viet travel? • • Yes • No Other comments Student: Van Thi Thuy Code: 23203211935 Graduation Thesis Student: Van Thi Thuy 60 Supervisor: Nguyen Thi Dieu Tram, M.A Code: 23203211935 Graduation Thesis 61 Supervisor: Nguyen Thi Dieu Tram, M.A SUPERVISOR’S COMMENT Student: Van Thi Thuy Code: 23203211935 ... graduation thesis with the topic " AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO ATTRACTING INTERNATIONAL TOURISTS TO NON NUOC VIET TRAVEL COMPANY" , I would like to present some concepts... of Non Nuoc Viet Travel company in the rencent years Tour programs The company designs travel programs to attract domestic and international tourists The visitors wanting to travel to many tourist... tourism, outline the current situation and offer some solutions to the company attracts tourists 1.2 Aims and Objectives  To clarify some definitions, and theories about tourism, tourists, tourist