(2008), nghidn etfu v^ tdc ddng cua chat Itfdng dich vu Idn y dinh hanh vi trong nganh khach san; Hoang Trpng Tudn (2015), nghidn cffu ve cac yd'u to anh htfdng dd'n stf hdi long cua[r]
(1)TAP CHl CONG THIIIfNB
PHAN TICH CAC NHAN TO ANH HlJdNG DEN SU HAI LONG CUA DU KHACH
VE CHAT L U O N G DICH VU DU LICH d CAC
KHU NGHI DUOfNG - SAO TAI PHU QUOC • PHAN QUAN VIET - PHAN VAN TOAN
T M TAT:
Hoat ddng du lich ngdy dang trd nhu cau phd bien d tat ca cdc qudc gia tren todn cau Hoat dpng mang lai cho bdn thdn ngtfdi di du lich nhffng gia tri Idn ve mat tinh than, giffp t&ng ctfdng stf hi^u bid't vd nhdn thffc, gia tang stf khdm phd, trai nghidm thu vi cudc sd'ng, tao stf cdn bang ve mat tam ly ciing nhtf tai tao sffc lao ddng Bdn canh dd, hoat ddng ndy mang lai cho qud'c gia, diem dd'n mdt ngudn thu ddng ke gdp phln phdt tri^n kinh td' xa hdi ci5a mdt ntfdc, mdt dja phtfdng Tff nhffng vd'n d^ ndu trdn ciing vdi bdn than tac gid la ngtfdi dang Iam cdng tdc dieu hanh nhi^u nam cac khu nghi dtfdng, nen viec thtfc hidn nghidn effu d l tdi Id cdn thid^t, gidp ban thdn hi^u rd hdn de tfng dung cho ddn vi dang cdng tdc cua minh thdng qua bang chtfng thtfc tidn, khoa hpc ttf kd't qud nghidn cff^ Tdc gid da ltfa chpn vd nghidn cffu "Phdn tich cdc nhan to' anh htfdng dd'n stf hdi ldng cffa du khdch
v$ ch^t Iffdng dich vii du lich d eac khu nghi dtfdng - tai Phff Qudc"
Tif khda: Stf hai ldng, chd^t Itfdng dich vu du Ijch, Phu Qudc
1 Gidi thidu
Theo sd' lieu thd'ng ke ttf Tong cue Du Ijch Viet Nam giai doan 2000 - 2016, nam 2016 da ddn 10 tridu ltfdi khach qudc te, 62 trieu Itfdt khach ndi dia vdi tdng thu ttf khach du Ijch la 400 nghin ty ddng, ddng gdp khdng nhd vdo tdng san pham qud'c ndi Vdi tdm quan trpng dd, Nha ntfdc khdng ngffng cai thien va phat tri^n nhffng dieu kidn can thiet de thu hiit va dap ffng nhu cdu ngdy cdng cao cua du khdch Cung vdi sff phat trien cua nganh Du lich Vidt Nam, nhtfng nam qua du lich cua tinh Kidn Giang cting phat trien khd td't vdi nhffng sd' thd'ng kd vtfdt bac vdi tdng Itfdng khdch du Ijch khoang tridu Itfdt, dd khdch
qud'c te' la 368.207 Iffdt khdch (tang 18.9 % va doanh thu tang 24.8%) Tinh ridng ddo ngoc Phd Qud'c la trpng diem phdt trien du lich cua tinh da ddn tdng Itfdng khach gdn hidu Iffdt, khdch qudc Id' Id 318.345 Itfdt (lang 19.1 %, doanh thu tdng 27.6%) Vdi chu ti-ffdng xay dtfng ddc khu kinh te ttf nhffng ndm 90 cua thd' ky XX, Phff Qudc la mot trong nhffng khu Wc dtfdc dinh hffdng phdt trien trd dac khu kinh te - dtfde Nha ntfdc dac biet chii trpng, tfu lien dau ttf ngudn Itfc Idn d^ quyet tam thffc hidn xdy dtfng md hinh SEZ thdnh cdng va cd tam vdc khu vffc Ndi ddy sd thdt stf la ndi tda sang cua nhieu ngdnh phdt trien tffdng lai, dd ndi bdc la nganh Du Heh vdi
(2)KINH DOANH
nhi^u tfu thd' vd'n cd cua nd, thu hut cang nhieu du khdch va ngoai ntfdc ciing cac nha dau ttf qud'e te' Dtf kid'n dd'n nam 2020, Phii Qud'c mdnh danh la ddo ngoc trdn viing bien phia Tay Nam cua To qud'c, cd tdng dien tich khoang 593,05 km^ dtfdc bao hoc bdi bien Idn xung quanh se cd khoang 15.000 phdng, trd ndi cd so Itfdng phdng khach san cao cd'p Idn nha't cd ntfdc Nhtf vay, du lich ddng vai trd quan trpng ve mat kinh td' - xa hpi dtfde Nhd ntfde quan tdm ciing cac ehinh sdch thffc day sff phat trien Dieu giup Phu Qud'c ngoai tiem nang cdn cd them cd hpi phdt trien du Ijch rat Idn
2 Ctf sd ly thuydt va md hinh nghidn di'u Sif hdi long cua khdch hdng ve ehd't Itfdng dich vu Id chu de dtfdc nghien cffu bie'n trdn thd' gidi va ntfdc thdi gian qua Cu the la Abraham P & Taylor E (1999) da nghidn ctfu stf hai long eua khdeh hdng vd stf Itfdng cua nd cac doanh nghidp khach san; Al-Ababneh, Mukhles (2013) nghien cffu ve cha't Itfdng djch vu va anh hffdng cua nd dd'i vdi stf hai long cua khdch du lich; Vijayadurai, J (2008), nghidn etfu v^ tdc ddng cua chat Itfdng dich vu Idn y dinh hanh vi nganh khach san; Hoang Trpng Tudn (2015), nghidn cffu ve cac yd'u to anh htfdng dd'n stf hdi long cua khdch du Ijch tai cdc diem du lich d thdnh phd' Hd Chi Mmh; Ld Thj Tuye't vd cdng stf (2014), nghien ctfu stf hai Idng cua du khdch ndi dja vi cha't itfdng djch vu du lich tai lang cd dtfdng lam; Pham Thi Ngoan (2017), ddnh gid stf hdi Idng cua du khdch dd'i vdi djch vu tai khu nghi dtfdng cao ca'p Bai Lff Nghd An; vd edn nhieu tdc gia khde vdi chu de ttfdng ttf Cdc kd't qua nghidn cffu tff cdc md hinh khde nhtfng did'm ehung Id chi dtfdc cac nhdn td' anh htfdng dd'n stf hai long ve ehd't Itfdng dich vu va lam quan trpng cua vide nghidn cffu ehu de Vi thd', vide nghien cffu cho de lai hodn toan la kha thi trdn cd sd cd stf kd' thtfa
Ttf cdc nghidn effu lien quan, tdc gia de xud't md hinh nghien effu cho de tdi gdm ed ye'u to' dnh htfdng den stf hai Idng cua du khdeh, la: (1) Stf tin edy, (2) Nang Itfc phuc vu, (3) Phffdng tidn hffu hinh, (4) Stf dong cam, (5) Mffc dd dap tfng vd (6) Gid trj cam nhdn Cdc gid thuyd't dtfdc dat cd quan he ciing chieu giffa tffng bien ddc lap vdi bid'n phu thude Bdn canh dd cdn cd cdc yd'u id mang
tinh ca nhdn nhtf dp tudi, thu nhap, thdi gian Itfu tru, so lan quay lai cung dtfdc dtfa vao bang hdi khao sat d^ xac djnh Udu cd stf khde bidt ve mtfe dd hdi ldng cua du khdch ddi vdi cac bien djnh tinh Thang dtfdc xay dtfng cd 37 bid'n quan sdt thude nhdn td' dpc lap va bid'n quan sat thupc nhan to' phu thude Nghien ciJu sd bd dinh Itfdng dtfdc thtfc Men vdi 120 mdu dat ydu cau Dffa trdn md hinh SERPERF cua Cronin & Taylor, (1992), cde nghien ctfu trffdc CLing de xua't cua tac gia Md hinh bao gdm sdu nhan td tac ddng dd'n stf hai long eua du khach la: (1) Stf lin cay, (2) Nang Itfc phuc vu, (3) Phtfdng tidn hffu hinh (4) Sff ddng cam, (5) Mffc dd ddp tfng vd (6) Gia tri cam nhan Ke't qua phan tich cud'i cung cho thd'y md'i quan he giffa bid'n ddc ldp va bid'n phu thupc cd mdi quan he cung chieu, vdi he sd' Beta cua tat cd d^u dtfdng (+) Md hinh tdc gia de xua't cho nghien cffu "Stf hai Idng cua du khach dd'i vdi chat Itfdng djch vu du lich d cdc khu nghi dtfdng cao cap - lai Phu Qud'c" la hoan todn phu hdp, khang dinh cd md'i hen he chat che gitfa cac thang vdi stf hai Idng cua du khdch Cde gia thuyd't HI, H2, H3, H4, H5, H6 da xay dtfng deu dtfdc chap nhdn, dd nhan to'Gid tri cam nhdn cd he sd' Beta = 0,427 tdc ddng manh nha't de'n Sif hdi long; Phffdng tidn hffu hinh tac ddng manh thtf (Beta = 0,369); Sff tin edy tdc ddng manh thff (Beta = 0,359); Nang Iffc phuc vu tdc dpng manh thff (Beta = 0,255); thff la Mffc dp dap ffng (Beta = 0,102) va thff sdu Id Sff ddng edm (Beta = 0,072) Kiem dinh phtfdng sai ddng nha't cho cac bie'n dinh tinh thude nhdn khau hpc dd'i chie'u vdi cde gid thuyet dat H7, H8, H9, HIO, HI cho thd'y cd stf khde biet ve mtfc dp hai long cua du khach dd'i vdi Muc dich chuyd'n di (H7), Sd lan du lich (HS), Thdi gian Itfu tru (HI 1) nhiffig khdng cd stf khde biet ve mffe dp hdi long cua du khdch dd'i vdi Dp tuoi (H9) va Mffc thu nhap (HIO)
3 Phtfdng phap nghidn ctfu
Nghidn ctfu dtfdc thtfc hidn dtfa trdn phtfdng phap nghien etfu gdm: phtfdng phap nghidn cffu djnh tinh vd phtfdng phdp nghien cffu djnh Itfdng nhtf sau:
(3)TAP CHl CONG THIfONG
nhdm dd' khdm pha cdc ye'u to cua sff hai long va hidu chinh lai thang cua cac ye'u to' md hinh nghien cffu sd bp cho phii hdp vdi bd'i canh ngiiien cffu Kd'l qua nghien cffu se lam cd sd xdy dtfng thang va bang cau hdi de thu thdp dff lieu cho qud tnnh nghien cffu dinh Iffdng
- Nghien cdu dinh luang; Phtfdng phap chpn mdu thudn tidn Dff lieu thu thap dtfdc xff ly bang phan mem SPSS 20.0 gdm ddnh gid dd tin cay cua cdc thang vdi kid'm djnh Cronbach's Alpha Phdn tich nhdn to' khdm phd (EFA) vdi kiem dinh Barlett va KMO Phan lich hdi quy Itfdng tdc ddng cdc nhdn to' chinh cua stf hai long bang kiem dinh F va mtfc y nghia Sig
4 Kd't qua nghidn ctfu
Tac gia da tie'n hanh phan tich dinh Itfdng kiem tra dd tin edy vdi hd sd^ Cronbach's Alpha cua eac thang > 0,6 va ttfdng quan bie'n td'ng > 0,3, phan tich nhdn td'khdm phd dd' Itfdng gia tri hdi tu va phan bidt ciia thang vdi chi so' KMO > 0,5, Eigenvalues > va phtfdng sai trich dtfdc = > 50%, ddu dat ydu cau Ke't qua phan lich EFA: bie'n ddc ldp trich dtfdc nhdn id' gdm:
(1) Sff tin cay, (2) Nang Itfc phuc vu, (3) Phtfdng tidn hffu hinh (4) Stf ddng cam (5) Mffc dd dap ffng va (6) Gia tri cam nhan va bid'n phu thude trich dffde nhdn td' la Stf hai Idng Kd't qua phan lich ttfdng quan khdng loai nhan to' nao vi Sig giffa ttfng bie'n ddc lap vdi bie'n phu thude deu nhd hdn 0.05 Nhtf vay td't ca cdc bid'n ddc 14p ddu cd quan he ttfdng quan tuyd'n tinh vdi bien phu thupc Ke't qua phdn tich hoi quy cho thay cdc bidn dpc lap dtfa vao chay hdi quy dnh htfdng tdi 69.3% stf thay ddi cua bie'n phu thude, cdn lai 30.7% la cac bie'n ngodi md hinh va sai sd nglu nhidn Cd thd'thd'y mffc dd phii hdp cua md hinh la kha td't Phffdng sai ANOVA vdi Sig kiem djnh F < 0.05 cho tha'y md hinh hdi quy cd y nghTa Hoi quy khdng cd nhdn td' ndo bj loai bd Sig kid'm dinh t cua tffng bien ddc ldp diu nho hdn 0,05 He sd' VIF cdc bid'n ddc lap deu nhfi hdn 10, nhtf vay khdng cd da cdng tuyd'n xay Tff kd'l qua hdi quy, tdc gid chi cde yd'u td' cd dnh htfdng dd'n stf hdi ldng cua du khdch vdi cac mffc dd tdc ddng khac va kid'm djnh cdc gid thuye't dat cua md hinh (Bdng 1)
Bang l o n g hdp ket q u a kiem d|nh cac gia thuyet
GT H1
H2
H3
H4
H5
H6
H7 H8 H9 HIO HII
N$i dung
Su tin Cciy co (ac dong duang len su hai long cua du khach
Nang luc phuc vu co tac dong duong len sy hai long cua du khach
PhUdng tiSn hOu hinh co tac dpng dUdng len sy hai long cua du khach
Su dong cam co tac dong duong l§n sy hai long cua du khach
Mile d6 dap Ling co tac dong diidng len su hai long ciia du khach
Gia trj cam nhan co lac dong dUdng len su hai long cua du khach Co su khac biSt v^ miic hai long cua khach hang theo muc dich li/u tnj Co su khac bi&t ve mCc d6 hai long cua du khach theo so ISn den lyu tru Co sy khac biet ve miic hai long cua du khach theo dp tuoi Co sy khac bipt ve mLlc hai long cua du khach theo miic thu nhgp Co sy khac bipt ve mile dp hai long cua du khach theo thdi gian nghi dudng
K i ^ d|nh p = 0,359 Sig, = 0,000 p = 0,255 Sig- = 0,000 p = 0,369 Sig, = 0,000 P= 0,072 Sig =0,046
p = 0,102 Sig = 0.004
p = 0,427 Sig = 0,000
Sig = , Sig = , Sig = 0,436 Sig = 0,308 Sig = 0,032
Ket qua
Chdp nhgn
ChSp nhan
Chdp nhan
Chap ntign
Chdp nhan
Chdp nhan Chap nhan Chdp nhSn Bac bo Bacb6 Chdp nhSn
(4)KINH DQANH
5 Kd't Iudn vii kid'n nghi
5.1 Yi'u to'Gid tri cam nhdn
Cdc khu nghi dffdng can ludn can nhdc chid'n Itfdc gid ea phil hdp vdi cac dd'i thu canh tranh va phu hdp vdi chinh tinh hinh ehd't Iffdng hidn tai dang cung tfng tai ddn vi minh di du khdch ludn cam nhan gid tri mang lai iffdng xtfng vdi mffe ti^n chi tra Cu the', mdt Id, dp dung mtfc gid dae biet hdn so vdi cac khu khac cung lieu chua'n, nha't la vao cdc thdi die'm thd'p die'm dd' thu hiit nhieu khdch hdn ma tinh hai Idng vdn ddm bao; hai la giff nguydn gid, tham chi nang gid eao hdn ede dd'i thu canh tranh vdi dieu kidn chat Itfdng dich vu ludn cam ke't d mtfc ndi trdi hdn cac khu khac
Cde khu nghi dtfdng can ap dung chinh sdch gia linh boat (Dynamic Prices) trdn cdc kdnh dat phong trtfc tuyd'n (OTAs: Online Travel Agencies): Gidm gid d nhtfng thdi diem cdng sua't thd'p de thu hut khdch va ndng gid d nhffng thdi diem cdng sua't cao hoac giai doan cao di^m d^ td'i da hda doanh thu vd d^ bu lai mffe gia da giam eho giai doan tha'p die'm Khach hang cling dd dang cha'p nhdn vdi each dp dung gid linh hoat hien dang dp dung thdng qua cac trang trffc tuyd'n nhff Agoda.eom, Booking.eom, Expedia.com,,,
Dao lao cac nhan vien thupc cac bd phan trtfe tid'p de'p xuc khach hang (Front of the House) cac ky nang cham sdc khach hang, tam ly khach hang Toan bd nhan vidn khu nghi dtfdng can cd thdi quen mim ctfdi, chao khdch vdi phong thdi san sang giup dd bang stf cdi md, than thidn va hid'u khdch Cd chinh sach tfu dai nhtf giam gid, lang them dich vu mien phi nhtf trai cay dat phdng, bdnh kem, rtfdu dat phdng, phid'u Spa gidm gia.,, dd'i vdi nhffng khach quay lai idn hai, khdch hang thtfdng xuydn, khdch hdng IffU tru ddi ngdy, khdeh hdng cd ngdy sinh nhdt, ky nidm effdi de tao edm nhdn quan tdm dac bidt
Ghi chep lai trdn nguon dff lieu khdch hang (Resort Guests Database) nhffng thdi quen tieu diing, cac sd thich dae bidt cua mdi du khach de' du khdeh quay lai idn sau, dpi ngu phuc vu ndm bat trtfdc vd phuc vu dung sd thich cd nhan cua du khdch tff dau Khu nghi dffdng can cd thff chao ddn (Welcome Letter) dtfdc vid't chinh tdn rieng cua du khach dd'n nhdn phdng, Dieu the' hidn sff trdn trpng va a'n ttfdng ve stf quan Idm lam cho du khach cd edm nhdn quan trpng ddi vdi
khu nghi dtfdng; kdt thue ky nghi, khdch hdng nhdn thff edm dn qua email tff ban quan ly khu nghi dffdng,
5.2 Yi'u td'PhUdng tiin hUu hinh
Tang ctfdng cdng idc bao iri, bao dffdng djnh ky hdng tu^n, hdng thang va thtfdng men nham phdt hidn va khae phuc cdc stf cd' kip thdi Thid't lap quy trinh kie'm tra cac san pha'm dich vu trtfdc cung tfng cho khach hang sff dung Cac bd phdn lidn quan chiu trach nhiem ve san pham dich vu cua bp phdn minh trtfdc ban quan ly va dam bdo cd sd vat cha't ky thuat, trang thid't bi ludn didu kidn hodn hao va san sang phue vu
Thtfc thi chu ky dau tff thay the' hang nam eho cac trang thie't bi vdi cdng nghe mdi, cha't Iffdng cao, ndng ca'p edsd vdt cha't dam bdo tinh an loan va tidn nghi dd' ludn ddp ffng nhu cdu eao tff cdc dd'i ttfdng Itfu tru khu nghi dtfdng Thie't lap, bd sung cac lien ich tfng dung ttf cdng nghe thdng tin dd' du khach cd the lidn lac va gffi ydu cdu phuc vu vd phdng, vd dich vu an ud'ng thdng qua cdc thid't bi thdng mmh ma khdng can phdi di de'n nha hang hay le tan Dau tff cdc trang thid't bi hidn tai phil hdp theo mffc gia bdn cho ttfng Ioai phdng nghi, phii hop nhu cau cua tifng nhdm khaeh Can cd bd phan cdnh quan vdi tay nghi cao dd' cham sde td'i da mdi trtfdng sinh thai xung quanh tao cam gidc xanh mat, ldnh, dd chju vd gan gui thien nhien theo dung tinh chat cua khu nghi dtfdng cao ed'p
5.3 Yi'u to Sd tin cay
Dao tao nhan vidn ede kid'n thffc ve sdn ph^m, dich vu khu nghi dtfdng (Product Knowledge) de nhan vidn nam ro cdc thdng tin lidn quan nhtf: cac hoat ddng dien hang ngdy, hang tudn, stf kidn cung vdi thdi gian, dia diem, gia cd, cdc Idi ieh vd dieu kien kem theo Dffa vdo quy trinh bat bude cac nhan vidn bd phdn den sanh, nhdn vien cham sdc khdch hang, nhdn vien giao dich trffc tiep phai cd nhiem vu eung cap day du thdng tin va giai thich rd rang eho du khdch
(5)TAP CHl CONt THIflfNC
thdi cde ydu cau eua khach hang; kem cdc bien phap Ihtfdng phat nham idiich Id va chd' tai nd'u chdm tre
5.4 Ye'u to Ndng lUc phtfC v^
Ddo tao nang Iffc phuc vu cho dpi ngu nhan vidn Ngoai cdc ky nang chuyen mdn, ky ndng ngoai ngff, thai dd phuc vu, kid'n thffc edng vide, cdn phai ddo lao kid'n thtfe tong quan ve dia phffdng Phu Qud'c de' cung ca'p cho du khdch cdn
Htfdng ddn vd ddo tao cho nhdn vidn phue vu trtfe tid'p hie'u tam ly khach hang, phan dodn dtfdc nhu cau khdch hdng de chu ddng tid'p cdn, gidi thidu va chao mdi du khach sff dung cdc djch vu khu nghi dtfdng nham tang doanh thu vd tdng stf hdi Idng (Upselling) Cd chinh sach thtfdng khuye'n khich cho cdc nhdn vidn ldm td't cdng tdc chii ddng gidi thidu ban san pham, dich vu
5.5 Ye'u to'Mdc dg ddp dng
Xdy dtfng quy trinh lam vide chat che giffa cdc phdng ban, chtfc nang the' hien rd nhiem vu cua tffng nhdn vidn cde btfdc tid'p thdng tin va xff ly ydu cdu cung nhtf trdeh nhiem cua eac cd'p gidm sat dam bao mpi ydu cau phat sinh dtfde theo ddi vd xff ly dd'n cung, diing thdi gian Huan luydn nhan vidn budng phdng cdng tac chua'n bi phdng khdch dd^n, kid'm phdng khach di Ld tdn gffi thdng tin danh sdch khach cho budng phdng mdt trtfdc khach dd'n dd' chu^n hi trtfdc, han ehe' vide khdch chd lam thu tuc nhan phdng
Kid'm tra Ihdng tin gid khach dd'n, khdch di, gid khdeh sff dung djch vu de chu ddng chuan bi td't hdn cho vide loan cdc hda ddn Trang bj may mde thie't bj, phan mem phuc vu cho vide todn chfnh xac vd nhanh chdng Bo sung cdc cdng cu dung cu lam viec, phtfdng tien lam vide vd hud'n
luydn phtfdng phdp lam viec khoa hpc cho ddi ngij nhdn vidn Giao trach nhidm rd rang cho cdc trtfdng bd phdn phai chiu trdeh nhiem eac cong vide lien quan
5.6 Yi'u td'Sil ddng cam
Thiet lap bd phan cham sdc khach hdng cd khd nang sff dung nhieu ngdn ngff de tie'p can du khach hdng vdo nhffng thdi di^m thich hdp, hilu dffde nhffng yeu cau dac bidt cua du khdch de' phuc vu dung nhu edu Ghi chep nhflng thdi quen va sd thieh cd nhan cua du khach vdo cd sd dff Udu va thdng lin cho cac phdng ban de phiic vu tdt hdn thdi gian Iffu tru vd cho nhflng idn sau Ldng nghe cac y kid'n khach hang lai chd d^ kjp thdi chan chinh cdc djch vu thid'u sdt dong thdi phan hdi tich etfc eac ;y kie'n ddng gdp trdn cac trang mang xa nhtf google.com, tripadvisor.com, cac trang dat phdng trtfc tuyd'n khde., Thu thdp va khao sat y kien khach hang qua cac tfng dung cua phdn mem, tff dd thd'ng kd, phdn tich vd didu chinh cac san pham, djch vu sat vdi nhu cau thtfc te cia du khdch
Tuyen dung mdt so nhan vidn ngffdi ntfdc ngoai lam edng tdc cham sdc khde hang nhdm tao thdm stf ddng cam ve ngdn ngff vd van hda
Cde khu nghi dffdng d Phu Qudc da sd' cd bai bi^n rieng, dd' lao thdm nhidu hoat ddng bd' ich, tang gid tri ky nghi cho khdeh, khu nghi dtfdng ndn cd cac boat ddng vui chdi the thao, cheo thuyin Kayak, lang ngam san hd, tdp Yoga binh minh tren bdi bien Ngoai ra, ndn id chffc cdc chuyd'n tham quan kham pha quanh ddo, xe mi^n phi dtfa khdch tham quan chd ddm, ldp hoc cdch che' bie'n mdn an tai chd mang lai stf trai nghidm thii vj cho du khdch •
TAI LIEU THAM KHAO:
/ Ngo Nguyen Quy (2013) Ddnh gid mdc hdi long ciia khdch hang ddi vdi chdt lUang dich vu tgi khdch san
Novotel Nha Trang Ludn vdn thgc sy qudn tri kinh doanh, Trudng Dgi hoc Nha Trang, Nha Trang
2 Phgm Thi Ngoan (2017) Ddnh gid su hdi ldng c&a du khdch ddi vdi dfch vu tgi khu nghi dudng cao cap bai IQ resort Nghi An Ludn vdn thgc sy qudn Iri kinh doanh, TrUdng Dgi hoc Nha Trang, Khdnh Hoa
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(6)KINH nOANH
at the Destination Paper presented at the 43rd Annual Conference Proceedings Travel and Tourism Research Association, Virginia, USA
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Ngay nhan bai: 22/8/2018
Ngay phan bien danh gia va sd"a chffa: 3/9/2018 Ngay chS'p nh^n dang bai: 13/9/2018
Thdng tin tdc gid:
TS PHAN QUAN VX^T - PHAN VAN TOAN Khoa Thifcfng mai va Quan tri kinh doanh Trtffltng D^i hpc Van Lang
ANALYZING FACTORS IMPACTING THE SATISFACTION OF TOURISTS WITH THE QUALITY OF TOURISM SERVICES
OF FOUR TO FIVE-STAR RESORTS IN PHU QUOC ISLAND
• Ph.D PHAN QUAN VIET
PHAN VAN TOAN
Faculty of Commerce a n d Business Administration Van Lang University
ABSTRACT:
Presently, tounsm activities are becoming a popular demand in all countries around the world These activides help tourists to gain great spiritual values, broaden their knowledge and awareness, encourage them to explore and enjoy the life to find balance in their life and recharge their energy In addition, the tourism activities play a key role m the socio -economic developmeni of a country in general and a local in particular Hence, it is important to analyse factors impacting the satisfaction of visitors with the quality of tourism services of four to five-star resorts in Phu Quoc Island
Expedia.com,,, google.com, tripadvisor.com,