NN GRADUATION THESIS AN INVESTIGATION INTO THE REAL SITUATIONSAND SOME SOLUTIONS TO IMPROVING MARKETING DEPARTMENT AT THAI VIET SMILE CO ,LTD

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS NGUYEN PHUONG THAO AN INVESTIGATION INTO THE REAL SITUATIONSAND SOME SOLUTIONS TO IMPROVING MARKETING DEPARTMENT AT THAI - VIET SMILE CO.,LTD Major : English for Tourism Code : 702 SUPERVISOR: DUONG HUU PHUOC, M.A DA NANG – May 2021 Graduation Paper Supervisor: Duong Huu Phuoc, M.A ACKNOWLEDGEMENTS This graduation paper could not be finished without the invaluable help, advice, and encouragement from teachers at Duy Tan University in general, and Department of Foreign Languages in particular Therefore, I would like to acknowledge my thanks to all of them Especially, I would like to express my deepest gratitude to Mr Duong Huu Phuoc, my supervisor, is the enthusiasm helper me while doing my graduation paper I would like to sincerely thank the management of Thai Viet Smile Company Limited for their help, providing practical data for me to complete this graduation paper well In the process of doing the graduation project, it is difficult to avoid errors I look forward to receiving the comments of all teachers and friends to make my project more complete Da Nang, May 2021 Student implementation Nguyen Phuong Thao Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, 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 have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the thesis This thesis has not been submitted for award of any degree or diploma in any other tertiary institution Danang, May 25th, 2021 Nguyen Phuong Thao Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, M.A ABSTRACT Tourism is considered to be a key sector of the Vietnamese economy The study shows the general picture of the tourism situation of Vietnam in general and the Vietnam Tourism Co.,Ltd in particular because tourism belongs to the industry group that is seriously and immediately affected The number of international tourists to Vietnam has fallen sharply over the past two years due to travel and entry restrictions worldwide It can be seen that Vietnam's tourism industry is exhausted and has not shown signs of recovery, so we have to find answers, come up with suitable solutions to try to recover That is also the main content and want to achieve in my graduation: “An Investigation into the real situation and some solutions to improve the quality of the marketing department at ThaiViet Smile Co., Ltd " Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, M.A LIST OF ABBREVIATIONS DTU : Duy Tan University FLD : Foreign Language Department Co.,Ltd : Limited company M : Milion dong KPI : Key Performance Indicator TABLES & FIGURE Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, M.A Table 1: The Situation of Labor in ThaiViet Co.,Ltd 18 Table 2: Labor Structure According to Education Levels .18 Table 3: Revenue of ThaiViet Smile CO.,LTD over Years 2019-2020 25 Table 4: Customer KPIs in 2019 and 2020 26 Table 5: The Number of Tourist at ThaiViet Smile in 2019 and 2020 26 Table 7: Guests’ Evaluation of Marketers Marketing Attitude 29 Table : Evaluation about product of the marketing 31 Table 9: Evaluation about price of the marketing 31 Table 10: Evaluation about place of the marketing .31 Table 11: Survey reasons customers know the company 32 Table 12: Evaluation about Promotion of the marketing 32 Figure 1: The Structure of the Marketing Department 11 Figure 2: Organization Diagram at ThaiViet Smile Co.,Ltd 15 Figure 3: Steps for a Strategic Marketing Process 21 Figure 4: Guest’s Evaluation of Marketers Marketing Attitude 29 Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, M.A TABLE OF CONTENTS STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF ABBREVIATIONS iv TABLES & FIGURES v CHAPTER 1: INTRODUCTION 1.1 Rationale .1 1.2 Aims and Objectives .2 1.2.1 Aims 1.2.2 Objectives 1.3 Scope of the Study .2 1.4 Methods of the Study 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1.Tourism Business 2.1.1Concept of Tourism 2.1.2 Types of Tourism 2.1.3 Concept of Tourism Business .6 2.1.4.Products of Tourism Business 2.2.Tourism Marketing .8 2.2.1 Concept of Marketing 2.2.2 Concept of Tourism Marketing 2.2.3.The necessary of Tourism Marketing 2.2.4 Marketing Department 2.2.4.1 Definition 2.2.4.2 Marketing Departments Structure: 10 2.2.4.3 Features of Marketing Services 11 Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, M.A 2.2.4.4 Marketing department equipment 13 CHAPTER 3: CASE DESCRIPTION .14 3.1.An Overview of ThaiViet Smile Co ,Ltd 14 3.1.1 Location 14 3.1.2 The organizational structure of Thai Viet Smile Co.,Ltd 15 3.1.3 Staff of ThaiViet Smile Co.,Ltd 17 3.2 Introduction of the Marketing Department at ThaiViet Smile Co.,Ltd .19 3.2.1 The Roles of Marketing Department at ThaiViet Smile Co.,Ltd 19 3.2.2 Functions of Marketing Department at ThaiViet Smile Co.,Ltd 20 3.2.3 The Serving Process of Marketing Department at ThaiViet Smile Co.,Ltd 21 3.3 Real situations of marketing activities at the company Thai Viet Smile .23 3.3.1 Product 23 3.3.2 Price 23 3.3.3 Place 24 3.3.4 Promotion 24 CHAPTER 4: ANALYSIS AND EVALUATION 25 4.1 Analysis of Revenue and Number of Tourist at ThaiViet Simle Co ,LTD 25 4.1.1 Revenue 25 4.1.2 Number of Tourist .26 4.2 Analysis of Marketing Quality at ThaiViet Smile Co.,Ltd 27 4.2.1 Analysis of Marketing Staff at ThaiViet Smile Co.,Ltd 27 Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, M.A 4.2.2 Guests’ Evaluation of Marketers Marketing Attitude at ThaiViet Smile Co.,Ltd 29 4.2.3 Guests’ Evaluation of Marketing Quality at ThaiViet Smile Co.,Ltd 30 4.2.4.Strong Points 33 4.2.5.Weak points 34 CHAPTER DIFFICULTIES AND SOLUTIONS 35 5.1 Difficulties 35 5.1.1 The Difficulties of Online Marketing 35 5.1.2 The Difficulties of Direct Marketing 35 5.2 Solutions 36 CHAPTER 6: CONCLUSION AND SUGGESTIONS 38 6.1 Suggestions for Marketing Department at ThaiViet Smile Co.,Ltd 38 6.1.1 Enhancing staff and Equipment in Marketing Room .38 6.1.2 Improving marketing efficiency of ThaiViet Smile Co.,Ltd .38 6.1.2.1 Revenue 38 6.1.2.2.Website access indicators 39 6.1.2.3 Customer reviews 39 6.1.2.4 Investment cost per customer 40 6.1.2.5.Social media indicators 40 6.1.2.6 Coverage of the business 40 6.2 Conclusion 41 REFERENCES 42 QUESTIONNAIRE .43 Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper Supervisor: Duong Huu Phuoc, M.A CHAPTER 1: INTRODUCTION 1.1 Rationale Our country is beautiful, from Meo Vac, Lung Cu to the land of Ca Mau cape, every place has a fairy-like appearance, because of the beautiful and vivid landscapes that the Creator has given Only come here to realize how wonderful it is This tropical country is beautiful, from white sandy beaches around the country, dense forests to incredible waterfalls and people here Vietnam is not only friendly and honest with domestic people but also international friends have to admit this feature Especially, Danang is known as the most livable city in Vietnam Recently, Da Nang is gradually becoming a new famous city for tourism Da Nang has many tourist attractions attracting foreign tourists from all over the world From my experience, people tend to travel after long hours of work To meet that demand, travel companies were born In order to survive and be profitable, many companies have tried their best to renew and diversify travel services in order to increase their competitiveness Under the continuous development of the current market economy, the competition between enterprises is becoming more and more fierce At that time, marketing activities seem to become a powerful tool to support competition and attract customers that almost all businesses, whether large or small, must perform Marketing helps businesses to survive in the market for a long time because it provides the ability to adapt to changes in the external market through the process of market research and adaptation to it The success of a business depends on whether they provide the market with the products the market needs, in accordance with the wants and purchasing power of consumers During my internship, from being awareness of the Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 29 Supervisor: Duong Huu Phuoc, M.A sincerity, enthusiasm and caring in marketing process Base on the questionnaire, we have the following table Table 7: Guests’ Evaluation of Marketers Marketing Attitude Guest Quantity Very Satisfied Level Normal satisfied Total Proportion Domestic International 150 100% 100 50 35 23.3% 25 10 Quite Dissatisfied dissatisfied 56 37.3% 40 16 54 36% 30 24 3.4% 0 0% 0 Figure 4: Guest’s Evaluation of Marketers Marketing Attitude Quite dissatisfied; 3.40% Very satisfied; 23.30% Normal; 36.00% Satisfied; 37.30% According to Table and figure , there are 91 guests satisfied with 60.6% This shows that the marketer's attitude here is greatly appreciated However, there are still 54 guests evaluated "Normal" including 24 International guest and 30 domestic guests with 36% And worse, there are domestic guest evaluated “Quite dissatisfied” with 3.4% So, the marketer need to improve the marketing attitude 4.2.3 Guests’ Evaluation of Marketing Quality at ThaiViet Smile Co.,Ltd Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 30 Supervisor: Duong Huu Phuoc, M.A To assess the quality of marketing We need to pay attention to the criteria: Products,Price, Place, Promotion The following is a table showing customer appreciation for the service quality of the marketing at ThaiViet Smile Co.,Ltd based on questionnaire  Products Table : Evaluation about product of the marketing Target Amout Total Percent Domestic Foreign % 150 100% 100 50 Product Excellen Good t 50 33.3% 30 20 l 70 30 46.7% 20% 45 25 25 Norma Bad 0% 0  Price Table 9: Evaluation about price of the marketing Target Total Percent Domestic Foreign Amout 150 100 50 % Price Low Good 50 33.3% 100% 35 15 price 80 53.4% 50 30 High Too High 20 13.3% 15 0% 0  Place Table 10: Evaluation about place of the marketing Target Amout % Place Extensiv Exclusive Selective e Total Percent 150 Student: Nguyen Phuong Thao 100% 120 80% 20 13.3% 10 6.7% Code: 23203211627 Graduation Paper Domestic Foreign 31 100 50 Supervisor: Duong Huu Phuoc, M.A 80 40 10 10 10  Promotion Base on questionnaire, we have table 11 servey reasons customers know the company Then we have table evaluate about promote of marketing Table 11: Survey reasons customers know the company Target Amout % Company is known through Website Social Advertising Others Network panel (Fb,Zalo, ) Total Percent Domestic Foreigner 150 100 40 26.7 % 18 22 110 40 60 40 % 48 12 35 23.3 % 35 15 10% Looking at the table 11, it can be seen that the number of customers who know the company through social networks accounts for the highest percentage with 40 % Next is through the website with 26.7 % And the number of customers who know it through direct advertising is only 23.3% The rest account for more than with 10% From there, we see that promote by online marketing has achieved a good effect on customers Table 12: Evaluation about Promotion of the marketing Target Amout % Promotion Excellen Good t Total 150 30 100% Percent 20% Domestic 100 20 Foreign 50 10 From the table 8,9,10,12 it can passengers evaluate Student: Nguyen Phuong Thao 70 46.7% 50 20 be seen Normal Bad 50 33.3% 0% 30 20 that most of the “Excellent” and “Good” for Product and Code: 23203211627 Graduation Paper 32 Supervisor: Duong Huu Phuoc, M.A Promotion Beside only nearly a third of customers rated “Normal” And nobody choosen “Bad” The Price is evaluated reasonable with 53.4% Addition, most of guest evaluated place is Extensive distribution Online marketing is also highly effective These things the marketing department has done well and needs to maintain However, the company's marketing department needs to try and improve the errors that customers respond to such as a: 3,4% customer reviews about the attitude of marketing staff are still not good, Beside staff have not convinced the company's price for 13.3% customers who still rate the company's prices as high Customers rate the product advertising as normal quite a lot Staff should strive to get more excellent and better reviews And work with criterion: “Customer is god" to satisfy more customers 4.2.4.Strong Points Through investigating by questionnaire and observing during the internship at ThaiViet Smile Co., Ltd., we see that the marketing staff is valuated as Professional by customers This stems from the high level of expertise of the staff All marketing department staff graduated from university, with B1 and B2 language proficiency This is the first strong point Each staff member has a positive and enthusiastic attitude when exchanging market information, solving customers' questions enthusiastically and specifically This has helped the company gain a lot of sympathy from customers Besides, the staffs all have computer skills by Mos, so they have good computer skills and internet proficiency The promotion of images becomes simpler, using social networking sites proficiently Because the Marketing department mostly uses computers So it can be commented that the work support equipment in the department is Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 33 Supervisor: Duong Huu Phuoc, M.A relatively complete Moreover, the loyal customer market is wide The number of customers using the company's services from times or more This is also an important strength of the company And finally, the tour price is reasonable, suitable for all walks of life The company has affordable prices for customers, which means customers have more opportunities to travel more They don't have to worry about not being able to afford the trip 4.2.5.Weak points The marketing department is limited in terms of personnel According to Table 5, we see that there are only people in the marketing department The workload is high but the number of employees is too small.They will not be able to all the work or it all but not achieve high work efficiency In addition, the company's KPI for the marketing department is still low Every year the company sets KPI targets for each department According to the accounting department's data, the number of domestic tourists in 2019 is 4,365 and the proposed KPI for the marketing department in 2020 is 5200 The target number of visitors is just over 835 guests in 2019 This leads to company is not fully exploiting the working capacity of employees Next, the company's website is sketchy and poor in content Customers cannot see the places they want to go or refer to some tours on the website.Finally, the amount of money paid for advertising channels is low, so the advertising effectiveness is not high Because the cost of advertising on the website is low, the number of people who know the company through the website is not high It reached just over 28.9% This greatly affects the number of customers of the company Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 34 Supervisor: Duong Huu Phuoc, M.A CHAPTER DIFFICULTIES AND SOLUTIONS 5.1 Difficulties 5.1.1 The Difficulties of Online Marketing Normally, electronic marketing will encounter problems in infrastructure, information technology and target markets such as the number of Internet consumers, the speed of network access or the level of usage If the infrastructure is still weak, users will have few opportunities to get access to the Internet, research content on the internet, buy online, and auction online, Therefore, the Online marketing strategy is also extremely difficult to influence consumers in that segment of the market 5.1.2 The Difficulties of Direct Marketing  The number of marketing staff in the company is small Direct marketing requires a large number of employees to connect with the broader customer market Just one or two people won't be as effective as many  The skepticism of the user cannot be handled People are living in an age when consumers are skeptical, because they have received thousands of marketing messages Aggregates and statistics show that only 10% of consumers believe in marketing communications  Cannot build a difference for the product / service If company not make a difference to the product / service, they will not be trusted by customers  The ongoing COVID-19 translation makes the client's economy difficult The source of income of people is reduced sharply, so the demand for tourism is reduced Epidemic Covid – 19 is complicated so Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 35 Supervisor: Duong Huu Phuoc, M.A customers not want to leave their homes As a result, consumer interest in tourism has also decreased 5.2 Solutions Every business will experience a different set of challenges, especially with evolving and changing marketing strategies every day there are solutions to solve those difficulties: The first is build a Marketing department with a team of more member staff If the number of employees is large, the workload will also be divided Employees who spend full time doing one thing will be faster and get better results The second is always a reliable source of up-to-date information Tourism businesses always need to update their customers with accurate information about tour schedules: Number of registered people, time, location, Not only during “peaceful” times, but during times of great difficulty, accurate information is crucial It is this factor that will help your customers feel secure and trust your business, even if there is a crisis The third is to come up with appropriate KPIs A goal that is too low is of no value, on the contrary, a goal that is too high can turn a leader into a delusion The fourth is staying engaged and connected with your customers The best way to save money during tough times, but keep track of them, is to create content for organic channels like blogs and social media For example, travel agencies may regularly post beautiful pictures of tourist destinations or locals, prompting them of a trip after the epidemic is over The fifth is the application of advanced digital technology applications that will help businesses understand customers better, personalize service packages and offers based on customer preferences, Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 36 Supervisor: Duong Huu Phuoc, M.A while reducing costs and minimizing costs profit maximization, direct and remote interaction, customer care, scientific workflow, fast, high performance The sixth is to increase the amount of money spent on advertising If you want to achieve quantitative goals, paid social media advertising campaigns will be the way to go You can launch paid social media campaigns to generate leads, increase likes, increase engagement rates, drive traffic to your website, or even improve rates conversion rate For this reason, it is a most powerful tool for companies looking to achieve specific business goals The last is plan a resurgence race after the epidemic Current restrictions on travel not diminish the desire to explore by tourist addicts People will continue to want to travel, to discover new places, to visit historic sites and to experience diverse cultures This is not the first time the crisis has happened In 2003 we also suffered from the SARS pandemic, and what were the results? Tourism surged in 2004 Look at insights from past campaigns, gather resources like photos and reviews Be ready whenever the travel industry resumes Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 37 Supervisor: Duong Huu Phuoc, M.A CHAPTER 6: CONCLUSION AND SUGGESTIONS 6.1 Suggestions for Marketing Department at ThaiViet Smile Co.,Ltd 6.1.1 Enhancing staff and Equipment in Marketing Room - The marketing department should add staff so that the work is broken down for each person Thus, working efficiency will be better - In order to successfully carry out a marketing campaign, they will require advertising tools to help facilitate their work - Company computers, printers, fax machines, and other machines in the Marketing department should be in regular maintenance to guarantee the staff’s working effectiveness when proceeding marketing procedures 6.1.2 Improving marketing efficiency of ThaiViet Smile Co.,Ltd Factors to evaluate the marketing effectiveness of a business include:  Revenue  Website access indicators  Customer reviews  Investment cost per customer  Social media indicators  Coverage of the business 6.1.2.1 Revenue To be able to clearly analyze the success or failure factors of a campaign, businesses should statistic the following metrics: Number of customers who bought in a day, week, month and year prior to marketing Number of customers who made a purchase in a day, week, month and year after implementing marketing Inside: How many old customers have trusted to continue to use the company's products? How many new customers know and choose to buy products of the business? What is the ratio between old and new customers? 6.1.2.2.Website access indicators  Website traffic Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 38 Supervisor: Duong Huu Phuoc, M.A Tracking website traffic every day, from the beginning of the marketing campaign to the end, compared to the previous time, will help businesses evaluate overall about the marketing campaign they perform  Bounce rate Bounce rate is the number of people who bounce within seconds after visiting the website out of the total number of visitors So, if your total traffic in the day is 100,000 traffic but bounce rate is up to 90%, this means that up to 90,000 are not interested in your website Thus, you need to review your marketing campaign, why customers leave the website (due to unattractive content, unattractive website design, )  Time on page Checking the time users spend on your website will help you know if the website is good or not Are your marketing campaigns really curious and interested in taking the time to learn about your business? To overcome the decrease in time on page, it is necessary to comprehensively inspect the website, from the layout, display, content, technical part to determine which factor the website is faulting 6.1.2.3 Customer reviews To measure customer reviews, businesses can apply many different measures such as adding scoring features, reviewing on the website; gift-giving survey programs; Share on fanpage with comments about businesses to receive discounts for the next purchase 6.1.2.4 Investment cost per customer The cost to have a customer is abbreviated as CAC (Customer Acquisition Cost) Implementing a good enough marketing campaign means that you are giving your own business the opportunity to reduce the cost of investing in finding new customers 6.1.2.5.Social media indicators Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 39 Supervisor: Duong Huu Phuoc, M.A To measure the effectiveness of marketing campaigns on social networks, usually businesses will divide into main groups of indicators, namely: performance index, distribution index, action index  Performance index Performance index often include many different factors Among them, the two most important factors are cost-to-result (CPR) and conversion rate CPR will help businesses calculate how much they need to pay for each result (new customers access / sell products /  Distribution index Every week / month, you should check the number of times your website / ad appears, the average number of times a person has viewed your ad, and how much you need to pay to get 1000 impressions Thereafter, it is advisable to check with the previous weeks / months  Action index We should also regularly update the number of page likes / followers, Percentage of people who see your ad and make clicks on it, average fee per time Click the advertising link to make sure the action indicators are good or not, what factors need to be improved 6.1.2.6 Coverage of the business Normally, enterprise coverage is tracked based on two indexes: Number Distribution - ND (the index that measures the level of distribution or presence of a product at points of sale in the market) and Weighted Distribution - WD ( The index calculates the effectiveness of the distribution channel based on the sales level of the point of sale) In order for ND and WD indexes to be as good as expected, businesses should train the sales team to be methodical, come up with a variety of marketing strategies, regularly survey and visit the sales point situation… 6.2 Conclusion Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 40 Supervisor: Duong Huu Phuoc, M.A It is strongly believed that any business unit, whether it's a large or small business, needs a Marketing department This is considered the place to spread, create "viral" business for the entire system, directly affecting the revenue of the business Thanks to great support from ThaiViet Smile Co.,Ltd, the Department of Foreign Languages of Duy Tan University and my mentor- Mr.Duong Huu Phuoc I literally experienced hands-on working and accumulated a pool of knowledge during my internship time here I am completely content to finalize my graduation paper with successful outcome because I was offered a golden opportunity to attend on-job training and communicate with customers as well as to take advantage of my knowledge in the real working environment As a result, I have finished my graduation paper and given some recommendations to the company for ameliorating marketing quality of the marketing department ThaiViet Smile Co., Ltd Hopefully, my recommendations partly can contribute in the progress of hotel service quality Due to the limited internship period, there must be some gaps in my graduation paper, so I am looking forward to hearing some comments and guidance Finally, I once again would like to deliver a big thank to my mentor- Mr Duong Huu Phuoc for her great support and step-by-step instructions REFERENCES *Vietnamese Book TS Nguyễn Văn Mạnh, TS Phạm Hồng Chương (2006), Giáo trình Quản trị Kinh Doanh Lữ Hành, NXB Đại học Kinh Tế Quốc Dân, Khoa Du lịch Khách sạn, Hà Nội TS Nguyễn Văn Mạnh, TS Nguyễn Đình Hịa (2008), Giáo trình Marketing Du Lịch, NXB Đại học Kinh Tế Quốc Dân, Hà Nội Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 41 Supervisor: Duong Huu Phuoc, M.A GS.TS Nguyễn Văn Đính, TS Trần Thị Minh Hịa (2006) , Giáo trình Kinh tế Du Lịch, NXB Lao Động Xã Hội, Hà Nội * English John Leo (1998) English for the Travel and Tourism Industry, Cambridge University Press Victor D.C Middleton with Jackie Clarke (2001), Marketing in travel and tourism, Oxford * Website http://www.vietnamtourism.gov.vn/ http://giaoan.violet.vn/ https://masothue.com/0106000507-cong-ty-tnhh-du-lich-va-thuongmai-nu-cuoi-thai-viet https://www.google.com.vn QUESTIONNAIRE Dear Madam, Sir! We wish you all best wishes on your holiday at Thai Viet Smile Co.,Ltd We should be deeply grateful when you stick in this page Your opinion will help us with useful information to our research and to draw measure in upgrading the company and providing you with better service Thank you very much for your help! Please give me your individual Information: Nationality :………………………………… Sex :………………………………… Age :………………………………… Occupation :………………………………… Do you often go to travel? Yes 2.What form of trip you usually take? Group Family Individual Student: Nguyen Phuong Thao No Others Code: 23203211627 Graduation Paper 42 Supervisor: Duong Huu Phuoc, M.A How many times have you used Thai Viet Smile Co.,Ltd’s services? ………………………………………………………………………… You know Thai Viet Smile Co.,Ltd thanks to Advertising panel Social Network Website Other Your first impression when you come to the Thai Viet Smile Co.,Ltd? Enthusiastic servicing Professional way of working Good price Other ideas……………………… Are you sastifed with marketer’s attitude? Very satisfied Satisfied Normal Quite dissatisfied Very dissatisfied How does our company's marketing staff work?? Excellent Good Normal Bad How you evaluate tourism program at Thai Viet Smile Co.,Ltd? Very satisfied Satisfied Normal Very dissatisfied How you think about the price of the tourism program? Cheap Reasonable Dear Pricey How would you rate the distribution of our company's products? Extensive Exclusive Selective 10 How would you evaluate the promotion of our company's products? Excellent Good Normal Bad 11.To enhance the quality of services, in your opinion, what should we do? …………………………………………………………………… …………………………………………………………………… 12 If you have a chance to travel, will you choose again at Thai Viet Smile ? Sure May be No SUPERVISOR Student: Nguyen Phuong Thao Code: 23203211627 Graduation Paper 43 Supervisor: Duong Huu Phuoc, M.A ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… Student: Nguyen Phuong Thao Code: 23203211627 ... the topic goes into an investigation into the real situation and some solutions to improving the quality of marketing department at ThaiViet Smile Co ,Ltd About space: The theme of ThaiViet Smile. .. recovery, so we have to find answers, come up with suitable solutions to try to recover That is also the main content and want to achieve in my graduation: ? ?An Investigation into the real situation... quality and have new strategy to attract customers 4.2 Analysis of Marketing Quality at ThaiViet Smile Co. ,Ltd 4.2.1 Analysis of Marketing Staff at ThaiViet Smile Co. ,Ltd The marketing department