This graduation paper focuses on the real situation of Tran Le Gia Services And Travel Company Limited. Particularly, it would like to analyze the real situations of the Marketing department and give some solutions to improving the service quality at Tran Le Gia Services And Travel Company Limited. In my paper, I offer the difficulties that are being encountered and useful solutions to improve the service quality of the Marketing department at the company. Finally summarizing the content of the graduation thesis and making suggestions for the faculty, students as well as Duy Tan University. After discussing those problems, I hope the Tran Le Gia Services And Travel Company Limited will improve service quality at the Marketing department and attract more and more visitors to the company.
INTRODUCTION
Rationale
Today, the tourism sector not only contributes to the development of all other sectors of the national economy but also encourages the carrying out of the Party and State's open-door policy establish the conditions for mutually beneficial relationships and mutual understanding between peoples and countries The growth of the tourist industry is an official goal in many other nations throughout the globe since it is a very practical economic sector for resolving social and economic problems.
Travel agents are vital to the success of the tourism sector as it currently exists The tour operator's business model aims to combine various services into an alluring integrated tourism offering that is reasonably priced and sold in domestic and foreign markets The travel agency's goods will attract passengers' interests and encourage the development and planning of an enjoyable, safe, and memorable journey for visitors A system of potent travel agents needs a developed tourism-based nation.
Quang Nam Province in Vietnam has rapidly grown in popularity among both domestic and foreign passengers in recent years However, Tran
Le Gia Services And Travel Company Limited, which has a travel business, was founded with innovative ways of breakthrough, sustainable growth, and affirmation of prestige on product quality, service, service delivery, and business efficiency This circumstance led to the appearance of many travel companies.
Based on the company's actual condition, the committed direction of Duy Tan University's foreign language instructors, and staff members of Tran
Le Gia Services And Travel Company Limited Graduation internship is a time for each student to apply the knowledge they have learned in practice, at the same time learn about the company's business operations, and grasp the process of organizing travel programs for guests Stemming from the reality and the purpose of applying the knowledge learned, I decided to choose the topic "An investigation into the real situation and some suggested solutions to develop strategies for Marketing Department at Tran Le Gia Services AndTravel Company Limited".
Aims and Objects
Overview of the theoretical system of marketing and marketing in travel business activities to see the role and importance of marketing activities for travel businesses
Assess the current status of activities and marketing implementation of Tran Le Gia Services And Travel Company Limited in Quang Nam
On the basis of theory combined with practical analysis to find solutions to improve marketing activities at the company, thereby improving business efficiency.
Scope of the Study
Scope of research is marketing activities aimed at attracting passengersTran Le Gia Services And Travel Company Limited in 2020-2022 Activities and implementation of the company's marketing Marketing activities of the company and proposing solutions to improve the competitiveness of tourism products at the company.
Method of the study
During the course of my project, the methods I used included:
- Collect and process data: Directly observe the activities and work of marketing staff to collect data These data are processed and analyzed for inclusion in the thesis.
- Evaluate and draw from practical experience
- Use the internet to search for information
Finally, I apply the theory learned in the travel industry combined with the actual situation of the tour company where I myself have been practicing,from the observations and experiences during my work Directly at the company, giving some suggestions and solutions.
Organization of the Study
The structure of my research is divided into 6 parts:
* Chapter 1 is the opening, including: the rationale, the aims and objectives, the scope of the study, the methods of the study, and the organization of the study.
* Chapter 2 is the theoretical background
* Chapter 3 is the case description
* Chapter 4 is the analysis and evalution
* Chapter 5 is difficulties and solutions
* Chapter 6 is conclusions and suggestions.
THEORETICAL BACKGROUND
Travel business trade and travel business
2.1.1 Definition of travel trade and travel business
Stemming from the basic contents of tourism activities, the definition of travel activities as well as distinguishing travel from tourism is a necessary job Travel business is the conduct of market research activities, the establishment of the package or partial travel programs, advertising and selling of these programs directly or indirectly through intermediaries or public offices Organize and organize the implementation of the program and tour guide However, there are two approaches to travel and tourism
The first approach of filial piety in the broadest sense of travel includes all activities of human traveling from one place to another as well as activities related to that travel With such a scope, tourism includes the element of travel, but not all travel activities are tourism.
The first approach of filial piety in the broadest sense of travel includes all human activities traveling from place to place as well as activities related to that travel With such a scope, tourism includes the element of travel, but not all travel activities are tourism.
The second approach, the travel approach in a narrow scope To distinguish travel business from other tourism activities such as hotels, restaurants, and entertainment, it is limited to the travel business to only organize activities of travel schedule An example of this approach is the definition of travel in the Law on Tourism of Vietnam.
Travel is the construction, sale or organization of a part or the whole implementation tourism program for passengers.
Travel business includes domestic travel business, international travel business Domestic travel business is the construction, sale, and organization of the implementation of tourism programs for domestic passengers and must have three conditions International travel business is the construction, sale and implementation of tourism programs for international passengers and must meet all five conditions Thus, according to this definition, travel business in Vietnam is understood in a narrow sense and clearly defined as the product of travel business is a tourism program.
Travel enterprise means an economic organization with its own name, assets, stable head office, business registration in accordance with the law for the purpose of making profits through the organization of construction, sale and realization show travel programs for passengers In addition, travel businesses can also conduct intermediary activities to sell products of travel suppliers or other meeting business activities to ensure to serve the tourism needs of visitors from the stage first to last.
In general, travel businesses differ mainly in the following aspects: Scale and area of operation, Audience, Level of contact with travel product suppliers, Level of contact with passengers.
Thus, depending on the size, scope of activities and nature of products, forms of organization, legal status, the travel business has different names: travel agency, travel company, Travel agency, international travel agency, domestic travel agency Particularly in Vietnam, most of the businesses operating in travel are commonly known as international and domestic travel centers located in travel companies.
2.1.2 Tourism product definition and classification
According to the definition of the 2005 Law on Tourism of Vietnam, tourism product is a collection of services necessary to satisfy the needs of passengers during a travel trip Tourism service is the provision of travel services, transportation, accommodation, dining, entertainment, information, guidance and other services to meet the needs of passengers Any tourism product is also intended to satisfy the needs of passengers The tourism product can be a single product or a combination supplied by a package or by many business units
Single Products: Products are used only for supply to satisfy a specific need of a customer For example: Self-drive car rental service, freight service,
Synthetic product: A product that must satisfy a group of passengers' needs and desires at the same time For example: Package tour services with many other single services such as transportation, accommodation, dining, entertainment,….
2.1.2.1 Tour program and package tour program
Package tours are very diverse in types, depending on the different classification criteria This is the most typical, compulsory by law and most basic product in the product system of travel enterprises.
A package tour program is a travel program that integrates and adds value to all major services of different providers at pre-determined prices It is sold to customers to satisfy all three main needs in the process of making the trip.
Transportation service: This is a service identified as the most important component of the package travel program In the travel program, however, depending on the specific conditions, use the facilities to suit the requirements of the trip Characteristics of means of transport such as type, rank, terminal, port, airport, and prestige of carriers are also important bases for tour operators to choose the means of transport for your program
Accommodation services: This service meets the needs of guests sleeping and resting, helping guests regain strength after long trips This is also an indispensable component in the package travel program Depending on the specific conditions, the choice of accommodation for the program, types of accommodation, type of bed room
Food service: includes different meals, meals, menus, drinks.
Itinerary: includes stop book, stop time at each point, time and distance between origin and destination, specific activities of each day with predetermined time and space.
Sightseeing services, entertainment: this is an important factor to meet the expectations of passengers at the destination Depending on the specific conditions that travel businesses choose to visit objects, types of entertainment in the program.
Operator and guide: this is the participant involved in the development of a tourism program, implementing the program to satisfy the needs of passengers and increase the value of individual services It includes the organization, information, inspection
Expenses: include expenses before, during and after the tour program implementation These amounts are included in the price of the pre-designed travel program.
Marketing theory
2.2.1 Marketing and tourism marketing definitions
Everything you need to know about the definitions of marketing Marketing is a very broad term that is difficult to conceptualize and define.
The American Marketing Association defines marketing as the process of planning and executing conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational objectives.
Philip Kotler’s definition of Marketing is – “Marketing is a social and managerial process by which individuals and groups obtain what they need and want through creating and exchanging products and value with other”.[1]
“Marketing is the process of working with the market to carry out discussions to satisfy people's needs and wants Also understand, Marketing is a form of human activity (including organization) to satisfy needs and wants through exchange.” [2]
Tourism is a complex, diversified and integrated service economy. Tourism products are highly integrated and synchronous by the characteristics of tourism consumption Therefore, the tourism industry also includes all the concepts and categories of marketing that other industries are using successfully in the market Tourism marketing means applying the marketing theory in the tourism field.
Therefore, tourism marketing also includes and adheres to the general principles, the basic content of the marketing theory However, the application of the principles, the basic contents of marketing activities must be consistent with the characteristics of tourism production and consumption.
So far, there is no unified definition of tourism marketing Here are some definitions of travel marketing:
According to World Tourism Organizations, Tourism marketing is a management philosophy by which the tourism organization researches,predicts and chooses based on the wishes of visitors to That brings the product to the market to suit the wants of the target market, to bring a lot of profits to that tourism organization.
Definition of Michael Colman: “Tourism marketing is a system of research and planning to create for tourism organizations a complete management philosophy with appropriate strategies and strategies to achieve their goals.” [3]
Travel marketing is an administrative function, to organize and guide all business activities involved in the awareness of consumer needs and awareness of customer purchasing power, thereby forming a demand for a specific product or service, transferring the product or service to the end consumer to achieve the target profit or target set by the tourism business. Inheriting from the above definitions, from the tourism management perspective and the tourism business perspective, tourism marketing can be understood as follows:
- From the perspective of tourism management: Tourism marketing is the application of marketing in the tourism field Tourism destination marketing is the integration of travel providers in order to satisfy the wishes of travel consumers on each target market segment, towards the sustainable development of the destination travel.
- From the origin of tourism business: Tourism marketing is an administrative function of a tourism business All activities of a tourism business must be directed to the desire of the target market, ensuring that the business market a better and earlier type of tourism product than a competitors in order to achieve the goal Travel marketing is the job of everyone in the tourism business, in which the marketing department plays a key role.
- In addition, tourism marketing is also defined: it is the process of analyzing customer needs, tourism products and services and modes of supply and support to bring customers to products satisfy their needs, while at the same time to achieve the organization’s goals
+ It is an analytical research process:
+ The needs of customer+ Tourism products and services
+ Modes of product supply and support of the organization
+ To bring customers to products to:
+ Satisfying the needs of customers
+ Achieve the goal of the organization (profit).
2.2.2 Basic role and function of marketing
2.2.2.1 The role of Marketing in business
Marketing helps businesses improve the level of their brand awareness to customers Especially through online marketing tools that are low-cost and more accessible than traditional marketing.
Marketing helps create customers for the business Through unique product design, quality, reasonable prices, strong promotion, marketing not only helps to attract new customers, but also contributes to retain old customers and create customer loyalty goods for businesses.
Marketing as a means of information about products, services, outstanding points of the business to customers Or as a means for businesses to solve business crisis situations, helping customers to better understand and have confidence in the business.
Good marketing activities help businesses maintain their position in the market Because when there are a large number of customers supporting, the sales of the business are increasing, these are the best conditions for businesses to continue to develop through new product research activities, expanding scale, investment in infrastructure, to always bring the best quality to customers [4]
2.2.2.2 The basic function of marketing
- Implement the adaptive function to help the business to bring out products that are suitable and suitable for the market Marketing activities always have to be one step ahead with other activities of the business, in order to identify needs, change of needs, changes of environmental factors, then advise administrators products, target markets, technology application in the marketing process, when and the number of new product launches
- Marketing must study advanced consumer trends in the world to take the initiative to bring products to market, persuade customers to consume new products, and contribute to changing consumption habits and spending structure of people follow the trend of being rational, advanced, modern and highly efficient.
- Performing the distribution function is all marketing activities to promote the highly efficient distribution process, the product arrives at the right place, quality assurance time
+ Find out and select suitable distribution intermediaries, including wholesalers, retailers, agents
+ Guide customers to sign contracts, customs procedures, delivery procedures to shorten the distribution process, determine the relationship with customers.
CASE DESCRIPTION
General Information about Tran Le Gia Services And Travel Company Limited
Name: Tran Le Gia Services And Travel Company Limited
Address: 24 Truong Quang Giao, Quarter 6, An Son Ward, Tam Ky City,Quang Nam
Tran Le Gia Services And Travel Company Limited was established under Decision No 4001063017 issued by the Department of Planning and Investment of Tam Ky City on January 4, 2016.
Travel agency Tran Le Gia Company Limited was founded with a team of highly skilled, youthful, and passionate employees who always make an effort to carry out the assignment in the best manner After operating for more than
6 years, Tran Le Gia Services And Travel Company Limited has steadily improved and expanded to solidify its significant position across the nation. Through distinctive and different product lines and service chains that combine cultural and spiritual values with top-notch international standards, will provide customers with an experience maximizing the synergy between the main areas of activity and assisting in the expansion of tourism in Vietnam to a new level.
*Main business lines of the company:
The company's primary business is the sale of airline tickets, hotel reservations, tour arrangements, inexpensive combos, rental of tourist vehicles, and so on.
With the slogan QUALITY FIRST and 4 quality commitments, it has become the guiding principle for all activities of the company:
- Guaranteed supply of selected products
- Ensure enthusiastic and attentive service style.
3.1.2 The Organizational Structure of Tran Le Gia Services And Travel Company Limited.
Diagram Diagram 3.1: The Organizational Structure of Tran Le Gia Services And
3.1.3 Duties of Departments. a) General Director: The director is in charge of overseeing the operations of the departments of administration, marketing, accounting, guidance, and organization directly and is accountable to the Saigon Tourist Corporation for the company's financial performance. b) Excutive Department: The operating and guiding division is thought of as the tour company's production organization because it works to ensure that the company's goods are implemented The operation room serves as a link between the market for travel service providers and the travel agency As a result, the executive office is frequently set up in accordance with work groups or popular tourist routes, and occasionally based on the company's key products The operating room is in charge of:
+ Serving as the focal point for carrying out the full operation of programs and offering tourism services based on the plans and visitor notices sent by the market department.
+ Scheduling and carrying out tasks necessary for the implementation of tourism programs, such as reserving a room at a hotel or arranging transportation, in order to meet deadline and quality standards.
+ Creating and preserving strong ties with organizations that contract with providers of goods and services for the tourism industry.
+ Picking vendors whose goods have a solid reputation for quality.
+ Keeping an eye on how well travel programs are being implemented, and work with the accounting department to organize payment activities with sending businesses and travel providers.
+ Quickly address atypical situations that arise during the execution of trip programs Planning the mobilization and placement of suitable guides for tourism programs based on the visitor plan. c) Tour Guide Department: The tour guide's room is in charge of arranging affordable transportation for the guides Respond to the guide's emails and texts, resolve any immediate issues (travel costs, transportation, tour dates, etc.), and then take action There will be monthly training sessions for those in charge of the company's training department to improve their knowledge of the counseling division interacting with guests on behalf of the business and highlighting more guest-oriented initiatives The tour guide in particular or the tour guide department generally is how the customer feels about the experience. d) Financial - Accouting Department: The finance and accounting department is in charge of planning and carrying out the company's financial and accounting tasks, including maintaining the expenditure records in accordance with the state's account system and accounting regime and keeping track of and reflecting the use of the company's capital and assets Implement routine reporting procedures that take into account changes so that decision-makers can act quickly Keep track of and reflect on the company's capital and asset usage Market watch, data gathering, reporting, and prompt proposal to the company's management Report on the company's position as needed on a regular basis This department has close links with all other departments because it is where the organization's financial system is kept Tour guides must go through this section in order to advance or settle the tour. e) Transportation Department: To complete the work in the most efficient manner, the transportation department will work from a plan, organize the dispatch, arrange the vehicle in accordance with the program's needs, and closely interact with the company's guidance department.
3.1.4.1 Functions and Mission of the department
Marketing guides art businesses in detecting customers' needs as well as art of customer satisfaction, business-oriented marketing, and creating proactive posture for businesses.
Marketing is a bridge to help businesses solve relationships well and reconcile the interests of their businesses with the interests of consumers and the interests of society.
Marketing is a powerful tool to help businesses establish their position and reputation in the market.
Marketing becomes the "heart" for all activities in the business, other decisions about technology, finance, human resources depend on marketing decisions such as: what to manufacture products for? For which market? how to produce? What is the quantity
Research market forecast, collect market information to determine market demand, target market, new market Determine the market scope for existing products and forecast new product demand, product consumption trends, sales, coin research Organize the product development program Armstrong products
After having a suitable product model, the enterprise will proceed to develop a marketing strategy for that product model The work includes: Define the target market: Who are the customers? Their characteristics like? (Geographical location, age, gender, occupation, income, personality, lifestyle )
Develop a plan in the strategy: Price, Promotion, Product, Place, Build a long-term sales and profit plan for the business Market segmentation, targeting, brand positioning.
Segmentation helps marketers see opportunities in the market by analyzing the needs of each customer group Since then, offering products of the same type with different uses and different prices.
On the contrary, if Marketer chooses the wrong market, the theoretical strategy, no matter what or how, is difficult to succeed, because Marketer may have chosen a market that is too big for his ability or the market is too big. large businesses are not able to accommodate.
New product development: New products are said to be the lifeblood of the corporate apparatus New products are developed to meet the ever- changing needs of consumers, keep pace with new technologies and techniques, in line with the fierce competition in the market However, developing new products is quite risky because many new products have failed at first launch.
Therefore, the Marketing Department with its tasks and functions will bring new products to the market in a way that is less expensive and indispensable for businesses.
Develop and execute a strategic Marketing plan The Marketing Department will combine planning to have people oriented, clear strategies not only for the purpose of getting to know customers, the business lines also to promote the products market and the strengths of the Company.
Establishing effective systems with limited communication: Information communication is a powerful agency behind database establishment methods, administrative and judicial methods This poses a big problem for businesses, governmental organizations, and non-governmental organizations, , which are more specific and direct than PR and Marketing specialists It is necessary to have an inquiry with reporters, as this system will follow through if you are still active in PR Marketing.
3.1.4.2 Organizational structure of the marketing department
With professional and professional requirements, Marketing department with organizational structure shown in figure Marketing department includes a manager of the guidance department is responsible for arranging,monitoring and handling problems arising in the ongoing tourism program A coordinator has the task of coordinating and classifying the upcoming travel programs.
The Real Situation of Tran Le Gia Services And Travel Company
Develop tourism products suitable for each type of customer: The company has implemented a policy of diversifying products according to the needs of customers and their ability to pay, including short and long programs day.
Besides, the company has been developing suitable programs such as organizing teambuiding exchange programs to connect spirit between members in corporations Experimental learning program for children in the city Organizing a type of tourism combining cultural exchange, or with officials and employees often traveling after the Lunar New Year and summer holidays, holidays, the company also has integrated travel programs like Quang Binh- Hue - Lang Co - Da Nang - Ba Na - Hoi An, Sapa - Lao Cai - Moc Chau, Phu Yen - Quy Nhon,
Types of prices the company is using:
- The company is using the psychological price factor for tourism programs
- The seasonal price factor mainly applies to domestic customers.
- For retail customers, the Company has taken advantage to lower the cheapest price compared to competitors Because this type of customer will have a great impact on the price of the purchase decision.
- Prices of familiar groups are always preferential Discounts for regular customers, large groups.
- Discount some tourism stimulus programs.
- Offer free rates for large groups of customers, discount commissions. The price offered by the Company is shown through a number of travel programs:
Table 3.1: Package price of a tour program of Tran Le Gia Services And
Name of the program Price
Da Nang - Hoi An - Ba Na Hill
Due to this nature of tourism products, the Company plays a very important role in connecting and bridging passengers to tourism products. And to get to tourism resources, passengers must go through the distribution channels of companies, travel agents Foreseeing this situation, born with the function and mission of being a distribution channel, connecting services and products to best serve all needs of passengers.
Tran Le Gia Services And Travel Company Limited also invests in expanding other forms faster and more convenient for customers such as:booking aircraft, booking online tours through the company's website system,booking by phone, delivered to the place
Today, due to technology development, travel operators use different tactics to reach potential customers use strategy to meet the specific needs of each customer segment The company has built its own distribution channel to bring customers to products quickly.
For different customers the company has used different distribution orders
- For passengers traveling in groups, mainly the company receiving directly and with Vietnamese passengers traveling abroad, the company also applies the form of direct distribution due to the low demand, often concentrated in cities as large as Quang Nam and surrounding areas and this form of distribution is shown in the following diagram:
Diagram 3.3: Direct distribution channel map
When it first hit the market, the Tran Le Gia Services And Travel Company Limited used a push and pull strategy to generate customers Then, through several marketing middlemen, company tries to promote tours to the end consumer In particular, promotions and advertising are the most effective tools that companies often use.
Advertising : The company mainly uses the form of advertising such as writing articles on websites such as vnexpress, vietnamtraveltour, or the Tran Le Gia Services And Travel Company Limited homepage In addition, the company also makes leaflets and participates in some events of the travel association.
- The company's promotions are mainly aimed at price policy at appropriate times of the year For example: holidays, New Year, fairs, events, A special feature of the company is that product prices on these occasions are not only not much different from normal days but also provide additional services Therefore, this has made a difference for the company and competes with the tour operators that often raise prices during the Tet holiday.
In addition to product discounts, Tran Le Gia Services And Travel Company Limited also offers other promotions for members to retain old customers and develop new customers.
- For promotional policies when customers join the tour with Tran Le Gia Services And Travel Company Limited, there are also a number of hats, t- shirts, pens, backpacks, travel bags depending on the tour form
Direct sales : The company sells directly at the representative office or calls customers The company's sales staff are mostly experienced people, so it is easy to advise customers.
Direct marketing : Most companies send emails or phone calls to loyal customers when there are incentive programs.
ANALYSIS AND EVALUATION
Analysis business situation of Tran Le Gia Services And Travel
Table 3.2: Revenue growth(Calculation Unit: Billion VND)
(Source: Accounting Department of Tran Le Gia Services And Travel Company
*Analysis of the company's business results for the period 2020-2022
- The revenue growth rate increased by 36.05% in 2020 compared to
2021, while the total expenditure growth rate was lower at 17.65%, resulting in a rise in a total profit of 8.06%.
- Revenue growth climbed by 44.96% in 2022 compared to 2021, total spending increased by 43.8%, and total profit increased by 52.67%.
- The impact of COVID-19 pandemic will have little to no impact on revenue and cost of profit in 2020 and 2021, as tourist indices continue to decline and negatively affect the tourism industry and businesses The calendar experienced a crisis However, by 2022, when the pandemic is under control and the flight routes are gradually incorporated into Vietnam's tourism industry, the situation will be better.
- In the first months of 2023, the entire board of directors and employees of the company together make efforts, unite, and seriously implement the company's orientations in the context of the gradual recovery of the tourism industry The company has sold and performed many tours for passengers, the field of car rental, and air ticket sales is also very developed, bringing in quite good revenue Sales staff create outstanding, attractive posts, advertise company products and services, and find new sources of customers.
Actual situation of sales at Tran Le Gia Services And Travel Company Limited
4.2.1 Actual identification of the source of customers a The job content determines the source of customers
To develop targeted growth strategies for any business, determining the target market is a crucial first step The actions of Tran Le Gia Company are focused on both domestic and foreign markets Particularly domestic clients.This is the audience the company is focusing on for the time being The employees will focus on promoting the company's products through internet channels. b Process to identify customer source
In order to have a stable and quality customer source, the company focuses on researching and analyzing different types of customers.
- Passengers entering Vietnam (inbound visitors): are foreigners, Vietnamese people residing abroad entering Vietnam for tourism.
- Outbound passengers (outbound visitors): are Vietnamese citizens, foreigners residing in Vietnam going abroad for tourism.
- Being Vietnamese citizens and foreigners residing in Vietnam traveling within the territory of Vietnam.
In addition, the company also classifies customers according to different categories, suitable for needs and to determine how to promote and advise.
Passengers can be divided into three main age groups:
- Elderly tourist named 60 years old
This standard helps the company to meet the needs of customers based on age characteristics.
* Sort by ability to pay
Customers with high ability to pay: This type of customer has the characteristic that they like to use high-class services, price is not an important issue for them, they only care about service quality, mainly service. serving service Objects of this type are usually international visitors with high affordability from developed countries, domestic passengers traveling on a business trip.
Guests with low ability to pay: As middle-class passengers, they travel mainly with the motive of visiting relatives and friends Most of these guests are domestic passengers and some pack packers While traveling, this type of guest only uses the main services for the trip such as accommodation, meals, transportation.
* Classified by length of stay
- Short-term passengers: This type of tourist usually goes on weekends, the length of the trip is only 1 to 2 days in close proximity.
- Long-term passengers: This type of tourist has a trip time from one week to 10 days, usually during summer vacations, holidays, Tet
In order to have relatively accurate data for customer identification, the company conducts surveys on many customers First of all, the old groups of the company's customers, then to the ticket offices of the attractions, groups of guests staying at the company's partner hotels, and the staff surveying customers with questionnaires in the form of a questionnaire The following are the results of information about the object of investigation:
Table 3.3: Sample of customer classification survey.
Comment: Through the above survey data, it is possible to identify quite clearly the structure and travel needs of the majority of passengers:
- The number of female customers wishing to travel is slightly higher than male customers when female customers account for 53%, male guests account for 47%.
- With the age of guests, it can be seen that guests aged 31-45 account for the most with 35%, showing that this is a group of guests with a fairly stable income, although the time off is not much, but there are fixed times such as holidays holidays, Tet, The number of guests accounts for at least guests under 18 years old, mainly students Usually this group of people only go to places near or go with their parents and teachers.
- In the group of visitors by occupation, there was not too much of a difference in number The group of guests and officials accounted for the highest proportion with 24%, the lowest group of workers accounted for only 12%, this is a low-income group.
From the above customer classification criteria, the company has conducted many surveys and recorded the number of visitors in the last 3 years using the company's services:
Table 3.4: Total arrivals of Tran Le Gia Services An Travel Company
Limited from 2020-2022 (Source: Tran Le Gia Services And Travel Company Limited)
- The number of visitors to Tran Le Gia Services And Travel Company Limited is shown in the table above The number of visitors to the company in
2020 is 1.873 guests In which, the total number of international visitors is
- In 2021, the company welcomed 870 guests, a decrease of 1.003 guests compared to the previous year, with 722 domestic guests and 98 international visitors Due to the impact of the global Covid-19 pandemic, the relatively high rate of decline has affected many customers coming to the company.
- However, entering 2022, the Covid-19 pandemic has been pushed back,the hotel has welcomed an extremely large number of guests, twice as many as in 2020 with the number of 3.304 guests In which, there are 2.151 domestic passengers and 1.153 international visitors The domestic tourism market this year is bustling thanks to reasonable costs, diverse products, and high level of disease safety Moreover, passengers are constrained after long days of social distancing, choosing domestic tourism is the optimal solution.
- Based on the available price lists and tour programs, sales staff create appropriate posts, attractive presentations, be it images or videos to upload to reach customer needs.
- Post, advertise tourism products and services to customers, through e- commerce channels, social networking sites, find sources of visitors from businesses with tourism needs.
- Making promotional videos about tourist destinations / tours suitable for each time, needs and tastes of customers At the same time, the company focuses on review groups, travel manuals to find sources guest. c Conditions and requirements on physical facilities and people when performing the job
+ The company ensures sufficient basic facilities to perform the work. + Including tables and chairs, documents and books for employees to work.
+ Staff have personal computers for work.
+ Regularly search for customer sources, create quality advertisements and promotional videos aimed at customers in need.
+ Work diligently, politely and quickly, with neat uniforms. d The result of determining the source of customers
- Searching and determining the source of customers that require employees to perform regularly and flexibly.
- Know how to approach customers, advise and introduce products to customers to pay attention and decide to buy the company's products and services.
4.2.2 Actual collection of customer information a Contents of work to collect customer information
Consultants will work directly with customers or customer representatives (if they are businesses) to get personal information as well as customers' notes when they want to buy company products and services. b The process of doing the work of collecting customer information
Collecting customer information is an important first step for employees to determine how to consult, as well as to know customer needs in order to have the best response.
Sales staff collect customer information to serve the work of closing contracts with customers and subsequent operations.
+ Where the customer wants to go: if the customer has chosen a destination in advance, the sales staff only need to advise that place and accompanying services, if the customer has not decided where to travel, the sales staff will proceed Advising customers on locations that are suitable for their needs, finances and preferences
+ Target audience: students, families, business travelers combined with tourism or companies so that sales staff can advise on the most suitable tours and accompanying services.
+ How many people to go: this information helps staff know whether to advise guests to go on a joint tour or not, or build a separate program if the group is crowded.
+ What time to go: knowing the time when the customer wants to travel helps the sales staff to advise the appropriate price as well as the places to visit in the travel schedule The core helps customers get the best experience. + Want to go on a relaxing tour or take a break, or combine many activities in the tour?
+ From the information collected from the customer, the staff advises the customer and comes to an agreement on the most suitable tour.
- At the company's office, there are tables to introduce products and services, staff both advise and give customers more reference, helping customers access services quickly and efficiently. c Conditions and requirements on facilities and people when performing the work of collecting customer information
- For the company: have adequate facilities to receive guests related to tourism products so that staff can introduce to customers.
- For staff: full uniform, professional attitude, happy to work with guests, good professional qualifications to ensure the collection of complete customer information. d The results of the work of collecting customer information
The employee's work results are complete, accurate, and the information is constantly updated.
4.2.3 Actually bid and receive customer comments a The content of the work of bidding and receiving customers' opinions
Analysis and evaluation the company's marketing strategy
Domestic and international travel programs with relatively high quality of programs The organization of travel programs, the company has done well, in accordance with what has been committed to customers All are well- matched, rhythmically creating customer satisfaction from the next single stage until the end of the trip, so it has created a reputation with customers. Based on the achieved results, the company needs to actively maintain the prestige and trust of these markets, while always promoting service quality, and constantly innovating and creating products that are suitable for customers preferences, needs and psychology of visitors to increase competitiveness with other business units in the industry To have those successes in addition to constantly growing brand name, Tran Le Gia Services And Travel Company Limited also continuously expands branch chains, agents, restaurants, hotels to promote investment in advertising and large- scale and professional operation in most major cities domestic Tran Le Gia Services And Travel Company Limited increasingly strengthens cooperation with domestic and foreign partners Currently, the company has more than 80 tourism business hubs in the country, is a partner of many travel agencies in different countries and is an official member of the International Tourism Organization PATA, ASTA and JATA.
Although it is undeniable that the company's achievements have been achieved over the years, the reality shows that marketing activities are still very limited:
In the annual Topten ranking, the entry of international visitors to Vietnam Tran Le Gia Services And Travel Company Limited has not been able to enter the Top five and in fact the number of inbound visitors compared to outbound and domestic passengers exploited in the last two years also has significant difference That proves that the company still leaves many potential markets open.
In addition to external environmental causes such as the increasingly fierce competition between countries in the region as well as domestic tour operators, and especially the direct impact on the international tourist market caused by the Covid-19 epidemic is the main cause of the biggest losses for tour operators in Vietnam.
Therefore, through researching and evaluating the thesis, it is possible to give some reasons that lie within the business environment of the company that need to be overcome soon, such as:
Firstly, according to customer reviews, some of the company's current services are priced higher than other companies in the same field, so middle or low-income passengers will be less likely to choose a tourism products schedule because its price is too high for their income.
Secondly, now customers always think of themselves as the first, so they have very strict and uncomfortable requirements, forcing the company to listen and serve enthusiastically, especially in the low season and the Covid-
19 pandemic goods require good service quality They can experience a better ride Therefore, to satisfy their needs, the company has handled it skillfully to ensure the benefits between the two parties.
Thirdly, the marketing and promotion strategy for each target market is not effective The sales department is still passive in accessing the source of customers.
Finally, one of Tran Le Gia Company's strengths is its brand, but for the inbound market, the company has not yet fully exploited its inherent advantages.
The state is promoting the country's tourism activities to promote tourism development during the Covid-19 pandemic, through forums and portals related to Quang Nam, other landmarks of Vietnam to foreign friends.
Along with integration and development, Vietnam is currently establishing good diplomatic relations with countries in Southeast Asia, contributing to improving immigration issues, complicated procedures and papers such as: Visa-free entry to Germany, France, UK, some countries in Southeast Asia, etc , in order to create conditions and attract passengers to Vietnam This is an opportunity for the company to develop its field.
Vietnam is one of the countries in the world that is considered as a country with a stable political background and a developing economy. Moreover, there are many scenic spots recognized by UNESCO as cultural heritage (tangible and intangible) In addition, Vietnam is a country with a humid tropical monsoon climate, so it has attracted foreign passengers to many countries in the past year.
Vietnam is a country with a long history with the characteristics of oriental culture about the simplicity and hospitality of the Vietnamese people, which has attracted the attention of passengers and always gives visitors the best experiences most amazing experience.
Standing firm through difficult economic times is a great opportunity for Tran Le Gia Services And Travel Company Limited in asserting itself with customers.
- The participation of many airlines in the Vietnamese market opens up many suitable options for travel companies as well as passengers
- New and more convenient routes will create opportunities for discovering and offering new and unique routes
Inevitably in the future, Vietnam's economy as well as the world's will recover, creating momentum for tourism to thrive.
What especially threatens the tourism development is the Corona pandemic, which seriously affects the global economic crisis, as well as the economy and tourism of Vietnam That is the factor that has the greatest influence on the tourism industry, leading to people having to tighten their budget spending and limit going out, investors are more hesitant about the decision to expand the market.
Competition among mini hotels in the accommodation sector is increasingly fierce, while the area of the Company's hotels is not large enough to develop to a higher level.
The management apparatus is under great pressure in maximizing the Company's value, harmonizing the interests of shareholders, enterprises and employees.
Investment direction for long-term development contradicts immediate effect.
In addition, some of the people are not aware, causing many frustrations for passengers such as price discrimination against domestic and international passengers The number of acts such as enticing passengers, begging, stealing worsens the image and people of Vietnam in the eyes of international friends.This means Vietnamese tourism will be greatly affected.
DIFFICULTIES AND SOLUTIONS
Difficulties
Tourism is seen as a "smokeless industry" that contributes significantly to the process of innovation and global integration, playing a significant role in the socioeconomic development strategy.
However, while the company is developing, it must overcome some challenges in addition to great opportunities.
In order to cut operational costs, the business is modest in comparison to other travel companies and employs a small number of people As a result, the company's structure has not been completely specialized An employee may nevertheless be required to perform several tasks at once The company's travel plans are impacted by the hiring of chosen colleagues The program and the organization are harmed by the insufficient qualifications of the new and seasoned employees When receiving the program, seasoned collaborators will have their own rules for treating guests.
The lack of collaborators recurs throughout the busiest travel seasons. Sometimes the two parties are unable to agree on the schedule since the company selects an outside guide during the busiest season and they are both very busy There is no agreement on how to describe and carry out the work process due to the usage of external collaborators
It is not possible to welcome new clients directly to the office because it is still small and the equipment is not very modern The number of jobs increases quickly at busy times, which causes several issues with customer service due to a lack of staff The company's inability to swiftly expand the market and share risks is due to the lack of a distribution channel structure.The growth of the market has a significant impact on how successfully the company develops The business's marketing efforts are still modest, though
Although it is simple to locate an outside guide for your programs, there may be instances where the visitor had a negative impression of the tour guide or the guide's credentials had not been thoroughly evaluated sufficient and falls short of the company's expectations As a result of the company's relatively modest market team, marketing, customer service, and market expansion remain challenging tasks.
Solutions
5.2.1 The recovery and development of Vietnamese tourism
Vietnam tourism is increasingly known to the world, many domestic destinations have been voted as the favorite addresses of international passengers Tourism is increasingly receiving the attention of the whole society Tourism is becoming a spearhead economic sector, accounting for a high proportion of GDP Localities, tourism and travel businesses also continuously create new programs and new tourism products in line with post-pandemic tourism trends such as green tourism, community tourism, culture and tourism health care vacation schedule The recovery of tourism has brought job opportunities to both direct and indirect workers. International visitors to Vietnam in May reached 172.9 arrivals, up 70.6% over the previous month and 12.8 times higher than the same period last year. Generally, in the first 5 months of 2022, international visitors to Vietnam reached 365.3 people, 4.5 times higher than the same period in 2021. According to tourism, Korean and American passengers come to Vietnam the most Next are customers from markets such as Cambodia, Laos, Singapore, France, UK, Germany, etc.
Besides, along with the country's socio-economic recovery, the number of domestic passengers in the first 5 months of 2022 also increased by 243% over the same period in 2021 with the total number of domestic passengers reaching 48.6 million
A comprehensive and strong recovery in tourism also ended a high increase in tourism revenue, accommodation and food services In which, Khanh Hoa recorded the highest increase with 347.6%, Thu Thinh recorded the highest increase Hanoi capital increased by 61.1% and Ho Chi Minh City only increased by 0.9% Revenue from accommodation and catering services in the first 5 months of 2022 increased by 15.7% over the same period last year In which, Can Tho, Hanoi, Dong Nai and Quang Ninh are localities with an increase of more than 17% According to Nguyen Trung Khanh, Director of the General Department of Tourism, in 2022, the goal of the tourism industry is to attract over 5 million international visitors and serve 60 million domestic passengers Recovery of tourism after the COVID-19 pandemic is an inevitable trend and a common goal of many countries in the region. Therefore, continuing to maintain the recovery rate of tourism in the direction of increasing the number of passengers and increasing revenue will be the basis for affirming the role and contribution of tourism in the socio-economic development of the country [6]
5.2.2 The recovery and development of Quang Nam tourism
Catching up with the trend of green tourism, Quang Nam Provincial People's Committee issued dated August 10, 2021 on developing Quang Nam green tourism by 2025 with the goal of building 10 to 20 products green tourism products and Hoi An city will be the selected locality to build a model of green tourism according to the set of criteria.
Quang Nam considers this a new direction to orient with tourism businesses and local communities and considers this as one of the solutions to contribute to sustainable tourism development, to conserve and promote cultural, historical and scenic values.
Up to now, the province is gradually forming tourism products and services according to the green tourism model based on the issued criteria. Green tourism models are known to domestic and international passengers such as: Field Restaurant & bar, Silk Sense Hoi An River Resort, La Siesta Hoi An Resort and Spa, Hoi An Chic Villa, Kybimo Garden, herbal products for health Health Organic Farm, An Farm with the cycle from raw materials to finished products; Coco Casa with tourist gift sculptures recycled from marine waste; Sea'lavie Boutique Resort and Spa with products of Refill by Sea'lavie shop; EMIC Travel, Eco tour with green tours and recycling from waste; Responsible tours such as planting nipa, cleaning up waste on Hoai River are actively responded by passengers.
Quang Nam is boldly anticipating the future trend of tourism, and initially there have been positive changes, tourism businesses and people have responded, invested in transforming and developing a green tourism model as a model energy saving, water saving, say no to plastic bags.
A number of green tours have also been established such as garbage collection tours, trash kayaking tours in the lower Thu Bon river which have been recognized, voted and honored by the domestic and international tourism community through through prestigious tourism organizations such as Forbes Travel, Travel and Leisure, Asean Tourism Forum (ATF) [7]
5.2.3 The recovery and development of Tran Le Gia Services And Travel Company Limited
It can be seen that in 2022, tourism has prospered with a series of tourism stimulus programs attracting domestic passengers Revenue is lost due to the loss of international passengers Tran Le Gia Services And Travel
Company Limited is built mainly on the difference in quality of tourism products and services Tourism products are often easily "copy" so in order for company to be recognizable, the company must always make a difference in products and service quality
Besides, the company also needs to invest funds for activities to participate in prestigious tourism associations in the country and in the world such as: Vietnam Tourism Association (VTA), Ho Chi Minh City TourismAssociation (HTA), ASTA, PATA, JATA to further enhance the company's image in moving towards and achieving international standards in the industry.
Some marketing solutions to improve competitive benefits of tourism
Price is one of the most important options for customers, and is a big factor in sales volume, and has a strong impact on the company's revenue and profitability To attract customers and increase profits, Tran Le Gia Services And Travel Company Limited needs to use price policy as a tool to stimulate consumption and prolong the seasonality of the product Currently, customers of Tran Le Gia Services And Travel Company Limited are mostly people with average payment ability Therefore the price for them has an important meaning in deciding to buy travel programs of the company Tran Le GiaServices And Travel Company Limited current pricing scheme is a principle- based rating mechanism based on cost and percentage of interest In general,the company's price is still high, the reason is so high because the company has to hire services such as transportation, note taking and outsourcing guidance collaborators To be able to compete in the market and attract visitors, a company needs to take measures to lower prices, which in turn leads to discounts on travel programs:
- Maintaining relationships with tourism product suppliers, selecting service providers with guaranteed quality and low prices.
- At different times, the price of a tour program may be different At the beginning and end of the season, prices can be reduced to attract customers and prolong the business season In the middle of the season, due to the increase in service prices, the company may increase tour prices And depending on the time, the attractiveness of the tour company can set prices for different travel programs: for an attractive, unique program that many people like, a higher price can be offered.
In addition to the on-going price discrimination cases, the company can also implement different discrimination cases as for travel programs with over-expected visitors For example, the 30th customer reduces 8% of the tour price, the 30th customer reduces 9% of the tour price Group of 80 or more customers reduce 5-10% of the whole group sale price used to enjoy preferential prices for each type of tour, specific market In addition, many other preferential policies can be applied to attract customers.
- At the same time, the company must regularly monitor and refer to the programs and prices of competitors, find out the strengths and weaknesses so that there are suitable adjustments in its prices When selling travel programs,Tran Le Gia Services And Travel Company Limited employees need to know and be very flexible in determining the price of how to attract more people,not let the state of visitors come to the company and then leave The company needs to develop different prices for the same tourist destination and manage price information systematically With any travel program, the construction of the price will help passengers to choose a suitable program, avoiding the monotony of prices that makes passengers not satisfied Usually the price of each tour program is often different due to the means of transport or the quality of the hotel room, the meal rate or the length of the trip so it is easy for guests to choose a program know about pricing, program services and operations so the company needs to systematically manage this information Besides, the company needs to find out the market price to adjust the tour price to suit the general market.
Complete the strategy to develop tourism products in the direction of diversification, suitable to the target customer market:
Different from previous years, the company's potential customers are foreign customers, while in the past 1 year, the potential customers that the company wants to target are domestic customers Tran Le Gia Services And Travel Company Limited has paid much attention to expanding and developing the domestic tourist market Moreover, in the past 1 year, the epidemic has affected the number of international passengers Therefore, company has paid much more attention to domestic passengers Create unique and attractive programs suitable for the payment ability and the interests of customers.
The company needs to actively change the program, in a travel route can create many choices (many products) with different prices to meet the needs of different audiences The company should choose a strategy to expand product lines towards differentiation and build customer loyalty.
The completion of this tourism product development strategy should be based on the company's strengths and pay attention to the company's identity.
At the same time, it is also necessary to regularly research to build products.tourism or new tourist destinations Because, passengers love to understand and discover new things In addition, at tourist destinations, the company should coordinate with the suppliers there to provide additional services Tran
Le Gia Services And Travel Company Limited has launched many programs to suit the target audience, but the company needs to create a unique appeal in its products to meet the changing tastes of visitors The company continues to improve the attractiveness of its existing tourism products, adding new elements to suit some of the above changing trends of visitors such as:
- The company should have tourism programs with cultural values, customs, festivals, traditions, and high warm Vietnamese ethnic dishes in each tourist destination.
- The company needs to build tourism programs around the city because this is the most attractive and interesting travel schedule for foreign passengers.
- The company needs to research and survey the type of green tourism or adventure tourism, because our country has a very rich and diverse primary forest system, 3/4 of the area is hilly and mountainous With this program, the company can attract domestic and international visitors because this program is quite new and attractive.
- With each time of year, passengers have different needs, research and launch new tour destinations such as: Product set For spring, there are temples and pagodas, a set of products for the summer: bonus destinations are the seas, products for autumn with products that are special attractive destinations of autumn such as Ninh Binh , Ha Long; China, Japan, Korea, Australia, Europe, America
- The company needs to build programs for holidays, national days such as meaningful gift programs for women on International Women's Day8/3 or honeymoon program for women couple on valentines day The possible destinations are Thailand, Malaysia, Singapore, China, Indonesia,
Laos, Europe, Germany, Korea, Japan attract customers If this program is successful, it can be considered as a typical product of the business.
Especially with two new projects, photo project and yearbook tour for students, the company needs to promote strongly in the market.
Besides, when building a program for a specific group of visitors, it is necessary to pay attention to:
+ It is necessary to be aware of the needs of guests because the same program has delegations that think it is too much to stay at this point, while there are groups who think it is too much to enjoy the beauty.
+ Attention should be paid to the professional characteristics of customers This feature focuses on consumer characteristics of customers. The company should focus on activities to improve its programs, add extra tours to increase the attractiveness of the products it offers and increase the spread satisfied customers when consuming.
+ The company needs to research and carefully find the needs of passengers, fully exploit new tourist destinations to build unique and unique programs Companies need to find service providers with the best ability to provide services at reasonable prices Thus, the company has attractive programs, reasonable prices and attracts passengers.
+ It is necessary to remove old and outdated programs and adjust programs that are not suitable for passengers When a program is accepted by the market, it is necessary to find a way to maintain its reputation and quality while always improving them to increasingly satisfy the needs of customers.
- Improving service quality: To improve service quality, the company should perform the following tasks:
CONCLUSION AND SUGGESTIONS
Conclusion
The socio-economic development of many countries now places a greater emphasis on tourism, which has also grown to be a necessity for socio-cultural life in many of those nations The tourism sector is continuously growing its activities as a result of these visitor needs, and attention to the quality of the tour program is still the top concern for travel companies in particular and the tourism sector as a whole The department of tourist management and the tourism industry both constantly strive to improve the caliber of their programs.
Each company establishes the primary objective of maximizing effectiveness when engaging in the organization and business of tourism. Businesses must ensure future development and have the appropriate company goals and directions in order to achieve this
Every travel company has the challenging problem of increasing efficiency, therefore the justifications and answers you offer will be helpful as a guide and aid in the expansion of the industry firm expansion Due to my weak skills, the piece will undoubtedly still have many flaws; nonetheless, I am hoping that the teachers' contributions will assist me to grow.
I came to understand the scope and challenges of the tourism industry during my internship at the Tran Le Gia Services And Travel Company Limited The employees here do their very best, though, to draw in additional potential clients and raise the company's worth The company's brothers and sisters also assisted me in getting the company's documents, guidelines, and strategies I want to thank the entire crew for their assistance.
When I was a student at the school, the instructors were enthusiastic in their instruction, and Ms Nguyen Thi Minh Hanh in particular was a dedicated mentor, teaching me the knowledge and strategies necessary to put the law into practice.
I'd appreciate teachers' input on how I can make my thesis better.
Suggestions
Through the time of studying and training at Duy Tan university, I have learned a lot of knowledge as well as skills in the majors of study, received the attention of the school and teachers, and developed myself self- development a lot, especially the combination of theory and practice. However, after a learning process at school, I also have some suggestions and recommendations as follows, I hope the school considers it.
Currently, computer-based work is very popular, wishing the school to create more lessons for students to practice on computers, helping students improve their computer skills
Teachers create conditions for students to express themselves more, create a comfortable and dynamic learning atmosphere to help students develop their full potential.
6.2.2 Creating more practical programs for students
Creating conditions for students of Faculty of English to have more extracurricular programs to communicate with foreigners
Organizing job fairs with more frequency or opening reputable job information websites to support students looking for jobs.
Organizing more extracurricular activities and programs, bring students to real businesses to study and experience, help students have basic practical experience in the field as well as reduce surprises when coming to practice.practice at the enterprise
Establishing connections with local firms and companies, exposing students to professional knowledge and abilities, and familiarizing them with the workplace.
These are my suggestions, and I hope the school and English faculty will find them helpful I send my best wishes to the school's faculty and employees so they can teach and learn in health and happiness I wish DuyTan University continued growth and success.
[1] Kotler, P., & Armstrong, G (2012) Principles of marketing (14th ed.). Upper Saddle River, NJ: Pearson.
[2] Prof Tran Minh Dao (2009) (Basic Marketing Curriculum) Viet Nam: National Economics University Publishing House.
[3] Michael M Coltman (1989) Tourism Marketing New York: Van Nostrand Reinhold.
[4] Nguyen Hoang Duc (2022 ) Definition and role of marketing in business Foundation, Level A Retrieved from https://abcdigi.marketing/blog/dinh-nghia-vai-tro-marketing/
[5] Coursera (2022) The 4 Ps of Marketing: What They Are and How to
Use Them Retrieved from https://www.coursera.org/articles/4-ps-of- marketing
[6] Thanh Giang (2022) Vietnam tourism is expected to reach VND
400,000 billion in revenue in 2022 Retrieved from https://link.gov.vn/MpletRMF
[7] Minh Chau (2021) Quang Nam orients to develop green tourism .Retrieved from https://baoquocte.vn/quang-nam-dinh-huong-phat-trien-du- lich-xanh-157016.html
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 do our research and to put forward some measures in upgrading the tour program at Tran Le Gia Services And Travel Company Limited and providing you with better service
Thank you very much for your help!
Please give me some your information
2 How many times have you used the travel services at Tran Le Gia Services And Travel Company?
3 You know Tran Le Gia Services And Travel Company thanks to
4 Please indicate your level of satisfaction for the information about the Tour Programs as follows: ( You can use × for your option)
1 Bad 2 Quite good 3 Good 4 Excellent.
Bad Quite good Good Excellent
Thank you for your time, your comment and suggestion will help us in our efforts to continually improve our services We hope you enjoy the rest of your holiday and that we see you again in the future! Until then, safe traveling.
Concerned about a continuous improvement of our services and in order to come up to your expectations, we set up this satisfaction questionnaire.
We would be grateful if you would fill in this questionnaire and then leave it in the box provided for it.
5.How did you know Tran Le Gia Services And Travel Company
7 Your comments on the travel program:
8 Were you satisfied with your trip?
9 Do you expect to continue traveling with us?