Pet 5 final assignment projec foreign tourists’ evaluation about quality service of hanoi bus tour

HANOI OPEN UNIVERSITY FACULTY OF TOURISM *** PET FINAL ASSIGNMENT PROJEC: FOREIGN TOURISTS’ EVALUATION ABOUT QUALITY SERVICE OF HANOI BUS TOUR GROUP: CLASS: A1K28 Member: Ngơ Thái An Hồng Thu Giang Thạc Thị Ánh Trần Bảo Khánh Trần Trung Hiếu Course instructor: Nguyen Thi Thao Hanoi, February 2023 TABLE OF CONTENT Table of content Chapter I: INTRODUCTION 1.1 Background of the project 1.2 The significance of the project 1.3 The objectives of project 1.4 Methology of the study 1.5 Scope of the project 1.6 Structure of the project report CHAPTER II: BODY 2.1 Description of the data collection process 2.2 Result and discussion 2.2.1 Tourists ages 2.2.2 Tourists’ origion 2.2.3 Tangibility 2.2.4 Reliability 10 2.2.5 Responsiveness 11 2.2.6 Assurance 12 2.2.7 Empathy 14 2.2.8 Overall Evalution 15 2.2.9 Service Qualities and Tourists’ expectation 16 2.2.10 Tourists’ recomemdation to others 17 Chapter III: Conclusion 19 3.1 Conclusion 19 3.2 Reconmendation 19 3.2.1 Reconmendation for Hanoi Bus Tour 19 3.2.2 Reconmendation for the future research 20 References 21 Appendices 22 Appendix 1: List of questions 22 Appendix 2: Task roster 24 CHAPTER I: INTRODUCTION 1.1 Background of the project Nowadays, tourism is one of the most important economic sectors of many industrialized countries including Vietnam However, besides many advantages, it still has some limitations This report has been written on the request of the PET5 course to research the evaluation of foreign tourists about the Double-decker Bus Tour in Hanoi From there, discover the weakness that the restaurants need to improve 1.2 The significance of the project The double-decker bus in Hanoi is a type of tourism that attracts visitors when coming to the Capital because of its airy design suitable for sightseeing, and the opportunity to visit and learn in detail the famous destinations of Hanoi It is a famous and popular tourist car service in many countries around the world such as Kuala Lumpur, London, Vancouver Starting from 2018, the bus has been officially operated in Hanoi, Vietnam For Hanoi residents, the image of prominent red double - decker buses taking tourists through the streets of the Capital has become familiar during the past Starting from Hanoi Opera House, Hanoi City Tour on a double-decker bus has brought attractions when exploring dozens of famous attractions of Hanoi An ancient and modern capital, with many unique architectural works, green trees However, the Covid-19 pandemic has had a relatively large impact on the Vietnamese economy, in which the tourism industry has been heavily affected Tourism, as an integrated economic sector, is expected to suffer a lot and may last even after the epidemic ends According to the Hanoi Department of Tourism, in July 2022, international and domestic tourists to Hanoi continued to grow strongly compared to the same period last year The total number of tourists to Hanoi is estimated at 1.94 million (July 2021 reached 17 thousand visitors) In which, domestic tourists are estimated at 1.8 million visitors; International tourists are estimated to welcome about 141 thousand visitors Total revenue from tourists is estimated at VND 6.15 trillion Also according to the Hanoi Department of Tourism, the total number of tourists to the Capital in the 11 months of 2022 is estimated at over 17 million visitors, an increase of more than times compared to the same period last year Of which, international tourists are 1.27 million, domestic visitors are about 15.75 million visitors This project is the revaluation of the quality of double-decker bus service, so that tourism students like us can have further studies about the strengths and weaknesses of this service Moreover, this project is to help us understand more about how to find research and to gain knowledge 1.3 The objectives of project Our topic is foreign tourists' evaluation about the quality service of the Hanoi bus tour – hop on hop off tour- a new service was established and developed in Hanoi in the last five years Thus we examined this issue with four primary objectives in mind: The first objectives is to estimate foreign tourists' satisfaction of Hanoi Bus Tour quality service across five dimensions: Tangibility, Reliability, Responsiveness, Assurance and Empathy There will be minor questions in each dimension to determine visitor satisfaction with Hanoi's double-decker bus service, with rating levels: Strongly Disagree, Disagree, Fair, Agree and Strongly Agree The second objective is to identify the elements that influence the service quality of the Hanoi tour and from there indicate which factors affect the service quality the most In addition, receiving and synthesizing tourists’ evaluations and comments for Hanoi tour services, and then suggesting some solutions to improve the quality service of Hanoi City Tour - our third objective Finally, the project's fourth purpose is to provide tourism majors with a better understanding of the expanding services in Hanoi in particular and Vietnam in general 1.4 Methology of the study The research design for this report is based on the quantitative and qualilative research methods Our team collected data for our research was in-depth interview foreign tourists that had just experienced the Hanoi Bus Tour The questionnaire for inteview purpose was created base on adopting SERVQUAL model developed by Parasuraman, Zeithaml, and Berry in 1985 which consists of five dimensions, namely tangibility, empathy, responsiveness, reliability, and assurance SERVQUAL is a model where it measures the quality of services on how a customer perceives from a service upon receiving it After collecting the data, we use the Excel software as a tool to analyze and process the collected information then we transfer all the data into charts 1.5 Scope of the project This is a project belonging to the subject Professional English 5, all the process of making this project will be done as follow the framework of the course subject and the guidance of our lecturer Ms Nguyen Thi Thao The purpose of this task is to assess the Foreign Tourists' evaluation of quality service of Hanoi Double - decker bus tour We only choose only one location for the interview, which is Hoan Kiem lake because this is a departure point and have so may stops around the lake Furthermore, the scope of this survey is relatively narrow, only interviewing tourists who used to experience a Double-decker bus Our interview was begun from December 27th 2022 to January 11th 2023 with 23 participants who came from many other countries but wanted to experience Hanoi's culture The interviews ranged in age from 16 to 60 years old According to that, this survey can be evaluated at most objective level with different generations We initiated the research under contents as follows: Tangibility, Reliability, Responsiveness, Assurance, Empathy 1.6 Structure of the project report The report was divided into parts: Introduction, Body and Conclusion with some recommendations The first part is the introduction It includes the background; the significance and the objectives of our project; methodology of the study and scope of the project In this part, we want to introduce the purpose of the project and what we have achieved The second part is the “Body” which presents the graphs with the numbers and percentages that we obtained through the survey This part includes the description of our group about the result of the questionnaire and the in-depth interview that we have made Moreover, we also had some discussion about the project; about the tourists’ rating, opinions in the survey And the final part is the conclusion and recommendation This part is about the overall perspective of the project CHAPTER II: BODY 2.1 Description of the data collection process First of all, to collect data, we chose the in-depth interview method Tourists will give their answers and rates based on the questions which relate to some aspects of Hanoi Bus Tour quality service Secondly, the tourists who are being targeted are those who have traveled to Vietnam from other nations and can communicate in simple English Also, in order to provide the real condition of quality service, they must be individuals that took the Hanoi Bus Tour after the pandemic.Coming to the way we approached the participants, we went to Hoan Kiem lake for three days with the class Around the lake, our team tried to move to different bus stops so in order to gather divergent opinions because there are two companies that operating Doubledecker Bus Tour which are Transerco and Vietnam sightseeing company When it come to analyzing data, we converted opinions: Strongly Disagree, Disagree, Fair, Agree and Strongly Agree to the scale from to with tourists average rates About the tourists’ attitude, most of tourists are friendly and would ready to share their whole experienced during the tours Nevertheless, it was not easy for us to interview foreign tourists in the first day due to the schedule of the bus didn’t happen as our plan However, with the support of Miss Thao by sharing us the bus tickets, we was able to get on the bus and interview tourists when they were sitting on the bus This would help us to have a change to experience the bus so we can ask more open question related to the bus quality service In addition, it was out first time to carry out an in-depth interview so we were lack of experiences, therefore we had to adjust the questions quite many times All in all, although their were some difficulty, the interview was still accomplished successfully and the team can have enough data for analyzing 2.2 Result and discussion 2.2.1 Tourists ages Chart 1: Tourists' Ages Over 60 31-60 21-30 11-20 10 12 Group of age Description: The chart shows the ages of tourists who have had the experience of double – decker buses in Hanoi As can be seen, the rate of tourist from 31 to 60 year old gained the highest rank while the one from 11 to 20 year old have the lowest number of guests The numbers show huge disparities in the age of the participants in this interview The age group 31 to 60 accounts for 10 people followed by the tourists group in the age over 60 with the number up to people The third one is, the age of 21 – 30 make up for people and the last one is the age of 11-20 accounts for only people Thourgh the above information, the chart show that Double – Decker buses attracts more middle – age people than young adults and teenagers In conclusion, from the chart, we could see that the tourists experiencing Double – Decker bus service were mainly tourists in the 31 to 60 age group Therefore, the Double – Decker bus service needs to have more attractive promotional strategies to attract more diverse groups of tourists Discussion: It is evident that the majority of the tourists who participated in the interview were between the ages of 31 and 60 The team only encountered one traveler who was a teenager, and we had to get his parents' approval before speaking with him 2.2.2 Tourists’ origion Chart 2: Tourists' Origines 9% 9% 26% 13% 13% 4% 17% Austraylia Ireland Scotland 9% UK Philipine Malaysia America Italy Description: The pie chart illustrates the hometowns of tourists who have had the experience of double-decker buses in Hanoi From the pie chart, it is clear that the Australian tourists make up the highest percentage On the other hand, visitors from the Philippines account for the lowest proportion Visitors from the remaining countries accounted for a roughly equal percentage The percentage of Australian tourists interviewed in Hanoi was 26%, considerably higher than the percentage of Filipinos with only 4% Furthermore, the proportion of British tourists is less than 8% compared to the percentage of Australians (17%) There is no difference between the percentage of visitors from Ireland and Malaysia when both accounted for 13% The remaining three countries are Italy, America and Scotland, which account for 9% of all tourists interviewed In conclusion, it can be seen from the chart that tourists from Western countries are more easily found and interviewed than tourists from the East Discussion: The majority of the visitors our team interviewed were from Australia, as seen on the chart, and half of those we interviewed were from nations that offer the same kind of hop on hop off service Our crew might get an idea from that that tourists who use a comparable service at home might be interested in the Hanoi Bus Tour 2.2.3 Tangibility Chart 3: Tourists' Evaluation about Tangibility 4.8 4.6 4.4 4.2 3.8 3.6 Bus station are clean Buses have spacious and comfort seats Interior and exterior are clean Tourists' Evaluation Description: The bar charts give information about the esstimated tourists’ evalutaion about Tangibilty factor of Hanoi City Tour Overall, the rate of statements: “Bus sations are clean” was the highest in all three opinion The figure of “Buses have spacious and comfort seats” had the lowest tourists’ evaluation Many visitors believe that the cleaness was their best experience in this group of factor While the rate of tourists’ about hygieness of bus station reach 4.8 out of 5, cleaniness of interior and exterior of buses slightly decreased to 4.3 due to the lack of between tourists’ expectation and their real experienced services In addition, this lead to the idea: “Interior and exterior of buses, facilities are clean and hygienic” gained the second highest rate in the chart In conclusion, it can be seen from the chart that Tangibili was close to meet tourists’ expectation about Hanoi City Tour quaility service Discussion: Most of tourists thought the bus terminal was tidy The majority of visitors reported that waiting for the bus was pretty comfortable It is clear that the bus interior and seats need to be more pleasant to accommodate foreign tourists Tourists regarded the inside and exterior of the bus as meeting their expectations and improving their trip, which was followed by the cleanliness of the bus terminal 2.2.4 Reliability Chart 4: Tourists's Evalution about Reliability 4.5 3.5 2.5 1.5 0.5 Ticketing and billing Buses are punctual in Safety and sercurity services are consistent terms of departure services are reliable and arrival Audio guide provide presice informations Tourists's Evalution Description: The chart show the tourist’s evalution about reliability of the Double – Decker bus service Overall, the figure of: “safety and security services are reliable” was the highest in all opinion The figure of “Audio guide provide precise informations” had the lowest tourists evaluation Many visitors believe that the safety was the best factor in the Double – Decker bus since the rate of tourists about safety and security of bus stations reach 4.6 out of Ticketing and billing service are slightly decrease to 4.3 Thirdly, the “ Buses are punctual in terms of departure and arrival “factor reach up to 3,9 The last place with the lowest point is the “Audio guide provide precise information” accounts only 2,7 points This is because many of the bus companies didn’t provide headphones for the tourists so they couln’t hear anything from the audio Thourgh the above information, Double – Decker bus service was generally wellreceived by tourists Although there were still a few dissatisfied tourists, this would not have a significant impact on the quality’s judgment of this services In conclusion, a high number of tourists were pleased with the reliability of the Double – Decker bus service The majority of the tourists were satisfied However, a small number of tourists were dissatisfied After conducting interviews, tourists stated that their dissatisfaction with the reliability of the Double – Decker bus service was primarily due to the bus companies didn’t provide them headphones for the audio guide Discussion: The consistency of prices and delivery times demonstrates that the majority of visitors have faith in the quality of the service All of the tourists claimed that the extra waiting time would only be five minutes, and that they would find it tolerable However, some tourists thought that everything that happened on the bus was safe and there were nothing to worry about Yet, the majority of the tourists we spoke with claimed that because the Transerco buses did not have an audio guide, they were unable to follow along with the route's destinations On the other hand, the Vietnam sightseeing company offered separate groups of tourists an audio guide with headphones in 11 different languages As a result, audio guide component received a lower rating than others in the chart .2.2.5 Responsiveness Chart 5: Tourists' Evaluation about Responsiveness 4.15 4.1 4.05 3.95 3.9 3.85 3.8 3.75 3.7 3.65 Bus companies provide Staff's communication is specific itinerary and efficient clear and helpful service Tourists' evaluation Description: Staffs are always willing to serve you The graph depicts the tourists' assessment of the responsiveness of the bus company providing the double-decker bus service As can be seen from the bar chart, companies providing double-decker bus services have come up with specific tour schedules, efficient services that meet the expectations of tourists Besides, the service attitude of the staff who are always ready to support passengers at any time is also a great satisfaction point, however staff’s communication is not really effective Many tourists were provided with a specific tour schedule and excellent service experience during the trip Not only that, they are also extremely enthusiastic support staff during the experience, so these two factors all receive a point of out of On the other hand, the communication ability of the service staff on the double decker bus has the lowest point with 3.5 out of In conclusion, the three chart clearly show that customers are satisfied with the tour schedule, service provided and service attitude of the staff, but their communication ability is not really good Discussion: We can observe that visitors had a predetermined tour schedule and excellent standards of service while on their trip Tourists may better manage their time while traveling and decide where and how long they wanted to stop by using this information to better comprehend the trip Also, this is a chance to introduce travelers to the tourist attractions in Hanoi and provide travelers a chance to learn more about Vietnamese culture Although some visitors complained that the staff was unhelpful and did not exhibit any hospitality, staff communication needs to be enhanced to fulfill tourist expectations 2.2.6 Assurance Chart 6: Tourists' Evaluation about Assurance Drivers and conductors are consistently courteous and polite with passenger Drivers and conductors are knowledgeable Driver drives safety Tourists' evaluation Description: The bar graph depicts tourists' ratings of the assurances provided by the doubledecker bus tour on a scale of to As can be seen from the graph, the driver's safety has the highest score, while the knowledge of the drivers and conductors meets the tourists' lowest expectations For most of the tourists, they believes that the stability provides from the driver plays an important role This nearly received the highest rating of out of While driver driver safety is ranked first, knowledge from drivers and conductors is ranks third, nearly two points lower To summarize, foreign tourists see that the driver's safety factor has nearly met their expectations with a score of around 4.8 out of 5, followed by the politeness and courteousness of the drivers and conductors with the passenger's factor The knowledge of the drivers/conductors is the lowest point and far from what tourists expect Discussion: The graph demonstrates that most visitors were satisfied with the drivers They felt the bus driver drove cautiously with sufficient speed so they could be able to admired and took photo while arriving the sightseeing place Other travelers, however, thought that the driver and conductors should increase their destination knowledge in order to properly respond to visitors' questions The entire small party of tourists claimed that they occasionally struggled to understand the conductor 2.2.7 Empathy Chart 7: Tourists' Evaluation about Empathy 4.5 3.5 2.5 1.5 0.5 Bus companies give a Staffs understand your Bus companies give Bus tickets are suitable operating hour specific need special care for reasonable and most women, children and tourist can afford it handicapped Tourists' evaluation Description: The graph depicts tourists' expectations of the bus company's empathy during the double-decker bus tour As shown in the graph, the reasonableness of the bus ticket and the affordable price that tourists can obtain has met the expectations of visitors Following that is an understanding of specific needs, a suitable operating tour, and special care for women, children, and the handicapped The 4.3 out of rating indicates that foreign tourists are pleased with the ticket's price and affordability Special care for women, children, and the disabled, on the other hand, has the lowest point with 3.5 out of The understanding of specific needs and the suitability of operating hours have the same score of 3.6 out of In conclusion, tourists believe that the reasonableness of the bus ticket and the affordable price factor have met their expectations, whereas special care for women, children, and the disabled falls far short of their expectations Discussion: The majority of visitors reported that they felt like the employees understood their needs and delivered great services, as shown on the chart For the majority of tourists, the bus' operating hours were reasonable Also, it indicates that the bus was run at popular tourist hours The employees may also need to pay more attention to the clients in order to comprehend the precise needs of the tourists To increase the level of quality service, the personnel must also show special consideration for women, children, and people with disabilities It is pleased to hear that most tourists would be able to experience Hanoi City Tour because the costs are pretty affordable and worth spending 2.2.8 Overall Evalution Chart 8: Tourists' Overall Evaluation Empathy Assurance Responsiveness Reliability Tangibility 0.5 1.5 2.5 3.5 4.5 Tourists' evaluation Description: The chart describes tourists’ overall evaluation about the factors which effects Hanoi City tour service quality with the scale from to According to the bar graph, Tangibility is the service that tourists find most entertaining, with lower satisfaction scores for Assurance, Empathy, Responsiveness, and Reliability following International visitors rated the Tangibility Factor as high as 4.7 out of While they were most satisfied with the tangible component, they were less satisfied with the service's dependability In addition, with a score of only 2.7 out of 5, it falls points of the expectations of the tourists The three remaining elements are evaluated similarly to one another Empathy and Responsiveness are rated lower than assurance in these three categories (4.1 out of 5), which is higher than both Together with Assurance, Empathy, and Responsiveness are successively 3.9 and 3.8 points closer to meeting visitors' expectations In conclusion, foreign visitors were pleased with the tangible aspect, which came close to meeting their expectations, but reliability was not up to par when it came to evaluating the level of service provided by Hanoi City Tour After Tangibility, there are lower rates for Assurance, Empathy, and Responsiveness Discussion: Tourists are more satisfied with the tangible aspect, as can be shown It is evident that the cleanliness of the bus station's inside and outside is what gives this factor its highest rating Also, the Hanoi Bus Tour's reliability factor falls to the lowest rankings as a result of the differing audio guides used by the two businesses that run the tour This would create a chasm between the two businesses and might result in a loss of clientele from individuals who were unaware that there were two businesses operating in the same industry Even though the tourists were satisfied with Assurance, Empathy, and Responsiveness, there are still some issues that need to be resolved 2.2.9 Service Qualities and Tourists’ expectation Chart 9: Service Qualities meet Tourists' Expectation 12 10 Strongly disagree Disagree Fair Agree Strongly agree Agreement Description: The bar graph illustrates the tourists' expectations of Hanoi city tour service quality on five levels: strongly disagree, disagree, fair, agree, and strongly agree From the graph, it is clear that the majority of tourists agree that the service quality meets their expectations Meanwhile, no visitors have objected to this question The survey's participants strongly agreed with the opinion: the quality of service that meets their expectations is 11 people On the contrary, not a single person disagrees with that statement including disagree and strongly disagree Moreover, only out of 22 people agree on the service quality meet their expectation To be fair, there are only two people, as well as a number of factors such as the tour map being too small, there being too few stops, or the facilities being uncomfortable and so on In conclusion, it can be seen from the graph that the majority of tourists are interested and satisfied with the service quality of the double-decker bus tour in Hanoi Discussion: The figure makes it abundantly evident that there is no discussion regarding whether or not service standards fulfill visitors' expectations This demonstrates that even though there were some issues with departure, all of the tourists were satisfied Majority of travelers also considered that the service quality are above their expectation 2.2.10 Tourists’ recomemdation to others Chart 10: Tourists' reconmendation for other 12 10 Strongly Disagree Disagree Fair Agree Strongly Agree Number of tourist Description: On a scale of Strongly Disagree, Disagree, Fair, Agree, and Very Agree, the bar graph shows the percentage of visitors who would or wouldn't suggest the destination to others, such as friends and family According to the graph, the majority of visitors firmly concur that they would recommend a Hanoi City Tour to others No visitors have yet voiced a significant objection to this question The survey's participants strongly agreed with the opinion: they will suggest the Hanoi Hop-on Hop-off bus service for their friends is 10 people Contrarily, hardly one vehemently disputes such assertion In addition, only out of 22 people disagree with the advice given to another Four people, to be fair, will either agree or disagree Ten travelers are the most likely to recommend the Hanoi Bus Tour to others In comparison to Fair opinion, more than twice as many people strongly recommend it to others In conclusion, it is evident from the graph that the majority of tourists would recommend the service to others and would undoubtedly tell others about it Discussion: As seen by the results above, the majority of travellers choose to recommend the Hanoi Bus Tour to others In analyzing the data, we also learn that every traveler who thought that Hanoi Bus Tour's service met their expectations is adamant about recommending the service to others Those that are unhappy with the service, however, won't argue or be fair about it CHAPTER III: CONCLUSION 3.1 Conclusion Our project "Foreign tourits’ evaluation about quality service of Hanoi Bus Tour" has gathered a number of reviews from travellers regarding the quality and their experiences about the service According to the survey results, the majority of the participants were satisfied with the whole tour, and we discovered that Hanoi Bus Tour have a number of qualities that should be emphasized First and foremost, the majority of tourists stated that the cleanliness are always coverd, which enhanced the client experiences when waiting at the bus stop or seating in the bus The second positive aspect is that visitors were pleased with the price and the consistency According to several interviewees, Hanoi Bus Tour quality service can be rated as same as other Hop-on Hop-off bus in some countries, such as Australia or Scotland Last but not least, most of the staffs were always being helpful and show the hospitality with customers Along with positive remarks, we also got some criticisms of the bus facilities and schedule Other drivers drove too quickly, preventing tourists from taking shots of popular Hanoi locations Moreover, some buses did not give travelers with an audio guide or an itinerary so they could understand where they were going Even though the subject is challenging, it is a lot of fun working together to complete the assignment In the end, we'd like to thank our teacher, Ms Thao, for her encouragement and help during the nearly two months it took to complete this project, from the beginning of the PET5 course until the day we handed it in 3.2 Reconmendation 3.2.1 Reconmendation for Hanoi Bus Tour Obviously, from the survey, we can see that the quality of Hanoi Bus Tour is rated quite well, but we cannot deny that there are some shortcomings in the quality of staffs as well as the quality of services, so the companies need to find some good solutions to overcome them In regard to the issue of reliability, Transerco must offer an audio guide and an itinerary as promised to consumers The audio guide for Vietnam sightseeing should be comparable, preventing differences between the two firms Also, tourists must be given an itinerary This will not only assist the business in enhancing the quality of their services, but also provide an opportunity to share Hanoi tourism information with visitors The staffs should take a more active role in empathic matters Visitors would feel they are always welcomed and also have a better view about Vietnamese people Last but not least, drivers need to be aware of tourist interests They might be accommodating regarding the time spent at a certain location, allowing visitors to take their time admiring Hanoi's beauty and taking pictures for their vacation 3.2.2 Reconmendation for the future research The study should be undertaken over a longer period of time because of the restrictions that it has met A longer period of time would enable the study to be conducted precisely and to gather more samples, which would lead to more credible data analysis In addition, as this sort of study enables researchers to clearly examine the disparities between anticipation and perception, future research should incorporate the study of expectation to assess the gap between expectation and reality REFERENCES Textbook PET 5: Professional English for Tourism Barabino, B., Deiana, E & Tilocca, P., (2012) Measuring service quality in urban bus transport: a modified SERVQUAL approach International Journal of Quality and Service Sciences, 4(3), pp.238-52 APPENDICES Appendix 1: List of questions List of questions An evaluation of foreign tourists about double-decker bus tour in Hanoi Group: Group members: Ngo Thai An Hoang Thu Giang Thac Thi Anh Tran Bao Khanh Tran Trung Hieu Class: A1K28 I II Background information Age (May I know how old are you?) Gender: Country (Where are you from?) Have you ever exxperienced Hanoi double-decker bus tour in Hanoi? Did you use the same kind in other country ? Service quality Tourist’s rates Dimensions Indicators Very bad Tangibility Reliability Bad Normal Good Very good Bus station and facilities are comfortable      Buses have spacious and comfort seats      Interior and exterior of bus, facilities, and equipment are clean and hygienic      Ticketing and billing services are consistent      Buses are punctual in terms of departure and arrival      Safety and security service are reliable           Bus companies provide Responsiveness specific time and efficient service Assurance Empathy III Communication with staffs is clear and helpful      Staffs are always willing to serve you      Driver and conductor are consistently courteous and polite with the passenger      Driver and conductor are knowledgeable      Driver obeys to careful driving style      Bus companies give a convenient operating hour      Staffs understand your specific needs      Bus companies give special care for women, children, and handicap      Customer satisfaction Overall, Hanoi Bus Tour meets my expectation Strongly disagree  Disagree  Neither agree or disagree  Agree  Strongly agree  My overall experience with Hanoi Bus Tour was good and I would reconmmend it to my friends Strongly disagree  Disagree  Neither agree or disagree  Agree  Strongly agree  Do you have any suggestion to improve Hanoi Bus Tour in the future? Appendix 2: Task roster No Full name Ngo Thai An Hoang Thu Giang Thac Thi Anh Tran Bao Khanh Tran Trung Hieu Task given Background of project Methology of the project Structure of projcet Chart Chart 10 Reconmendation for the futureresearch The significance of the project Chart Chart Scope of the study Chart Chart The objectives of project Chart Chart Chart Chart Reconmendation for Hanoi Bus Tour Note