The exploration and proposal for attaining tourist satisfaction, the case study of hanoi

tầgWSiB&gaẻiii HANOi UNIVERSITY acul+y o f /VIa h ỷ e me ni cm-d TowHs m Thổ graduation thesi© for thớ devras of Dachơe cf Touriơm Management Topic: mk TH l EXPLORATION AND PROPOSAIS FOR ỴAINING TRIST SATISFACTION THt CASE STIiồY OF HANOI Stỉbmltted by : NGUYÊN HỒNG VẰN Class : TR2 - 02 Superviser : fvlR, MGUYÊM ĐỨC HOA CƯƠNG HANOI Wovèmbér 200f? 000042382 ¿ 22?,ïïỵB irc r' ị ' v a !7 z& xm K i*K fí-& ' ' ' ^ * & im ỉ s fr^ ^ -2 x m ix rz e s x s < e a u ? :'t 3* J W W Ỵ HANOI UNIVERSITY P a c u l t y o f A A c m a ídmẾìK\t c m d " T T ou rism The graduation thesis for the degree of bachelor of Tourism Management ’™ Subfield Consumer’s attributes Field Search for, Evaluation of, meansend relation experiences Field The feedback Consumption storage Motivation Decision Field The act of purchase Purchasing behavior Figure 2: A sum m ary m odel o f N icosia Felt need// travel desirce Information collection, evaluation image Travel decision Travel preparation and experiences Travel satisfaction outcome & evaluation Figure : Travel-buying behavior o f M athieson and Wall Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 114 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an ÍNguyêti Hong Van GRADUATION ThHESJS A ppendicc : Cultural influences Socioeconomic influences Motivation or energizers Perceptions Consumers or decision-makers Personality/ attitude Learning Family influences Reference group influences Figure 4: C onsum er decision-m aking fram ew ork o f Gilbert Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 115 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Nguyen 'Kong Van GRyAV U A T D O N T H S S J S BIB LIO G R A PH Y Books;: Consuimer Behavior in Tourism, John Swardbrooke & Susan Homer, Linacre House, Jordam Hill, Oxford 0X 8DP Markening for Hospitality and Tourism, Philip Kotler, John Bowen, James Makens, Pearson Education Inc “Non Nuoc Viet Nam” Vietnam National Administration of Tourism, VNAT Publislhing House, 2003 Princifple of Marketing, Philip Kotler and Steward Adam, Pearson Education Inc “The rmodern hotel management”, Luc Boi Minh, National Political Publishing House, The Institution for Research and Development of Tourism “Vietmam territory and geographical regions”, Le Ba Thao, World Publishing House, 2002 M a g a z in e s : Environm ent Protection Magazine No 6, 2005 Environm ent Protection Magazine N o.l, 2006 Environm ent Protection Magazine No.4, 2006 Environm ent Protection Magazine No.7, 2006 Producets & Brands Magazine, No.3 December 2005 Vietnaim - US Magazine, No 12, July-August 2006 Vietnaim Pictorial No.560 August 2005 Vietnaim Pictorial No.563 November 2005 Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an (^RyADUyKTJOA) T i e s o s Nguyen Hong Ván Vietnamí Pictorial No.571 July 2006 Vietnamí Pictorial No.573 September 2006 Vietnamí Pictorial No.574 October 2006 W ebsiites: http:/Awww.rfa.org/vietnamese/in depth/2005/12/20/VNTourismRevenuesStillLow T http:/Awww.rfa.org/vietnamese/tintuc/vietnam/2005/ 12/07/Vietnam tourism manpowe http:/Awww3 vietnamnet.vn/vanhoa/chuyende/2006/10/618385/ http:/Awww3.vietnamnet.vn/vanhoa/tintuc/2006/09/616716/ http:/Awww3 vietnamnet vn/vanhoa/tintuc/2006/09/617134/ http:/Awww3 vietnamnet.vn/vanhoa/chuyende/2006/10/618385/ http:/Awww.tuoitre.com.vn/Tianyon/lndex.aspx?ArticlelD= 170156&ChannelID= 11 http://tthoibaoviet.com/live/FrontPage06/Giai-tri/News-page?contentId=:::l 1718 http:/Awww.voanews.com/vietnamese/archive/2006-03/2006-03-15-voa37.cfm http:/Awww.rfa.org/vietnamese/tintuc/vietnam/2005/02/24/vietnam tourist/ http:/Awww.mtvland.info/cms/html/news detail.php?nid=3555 http:/Awww.webthuonghieu.com/index.php?option=com content&task=view&id=253 http:/Awww.nhandan.com.vn/tinbai/?top=39&sub=66&article=76661 http:/Awww.nhandan.com.vn/tinbai/?top=39&sub=66&article=77215 Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 117 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn