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

tầgWSiB&gaẻiii HANOi UNIVERSITY acul+y o f /VIa h ỷ e me ni cm-d TowHs m Thổ graduation thesi© for thớ devras of Dachơe cf Touriơm Management Topic: mk TH l EXPLORATION AND PROPOSAIS FOR ỴAINING TRIST SATISFACTION THt CASE STIiồY OF HANOI Stỉbmltted by : NGUYÊN HỒNG VẰN Class : TR2 - 02 Superviser : fvlR, MGUYÊM ĐỨC HOA CƯƠNG HANOI Wovèmbér 200f? 000042382 ¿ 22?,ïïỵB ir c r' ị ' v a !7 z& xm K i*K fí-& ' ' ' ^ * & im æ s fr^ ^ -2 x m ix rz e s x s < e a u ? :'t 3* J W W Ỵ HANOI UNIVERSITY P a c u l t y o f A A c m a ídmẾìK\t c m d " T T ou rism The graduation thesis for the degree of bachelor of Tourism Management ’™ Subfield Consumer’s attributes Field Search for, Evaluation of, meansend relation experiences Field The feedback Consumption storage Motivation Decision Field The act of purchase Purchasing behavior Figure 2: A sum m ary m odel o f N icosia Felt need// travel desirce Information collection, evaluation image Travel decision Travel preparation and experiences Travel satisfaction outcome & evaluation Figure : Travel-buying behavior o f M athieson and Wall 114 ÍNguyêti Hong Van GRADUATION ThHESJS A ppendicc : Cultural influences Socioeconomic influences Motivation or energizers Perceptions Consumers or decision-makers Personality/ attitude Reference group influences Learning Family influences Figure 4: C onsum er decision-m aking fram ew ork o f Gilbert 115 Nguyen 'Kong Van GRyAV U A T D O N T H S S J S BIB LIO G R A PH Y Books;: Consuimer Behavior in Tourism, John Swardbrooke & Susan Homer, Linacre House, Jordam Hill, Oxford 0X 8DP Markening for Hospitality and Tourism, Philip Kotler, John Bowen, James Makens, Pearson Education Inc “Non Nuoc Viet Nam” Vietnam National Administration of Tourism, VNAT Publislhing House, 2003 Princifple of Marketing, Philip Kotler and Steward Adam, Pearson Education Inc “The rmodern hotel management”, Luc Boi Minh, National Political Publishing House, The Institution for Research and Development of Tourism “Vietmam territory and geographical regions”, Le Ba Thao, World Publishing House, 2002 M a g a z in e s : Environm ent Protection Magazine No 6, 2005 Environm ent Protection Magazine N o.l, 2006 Environm ent Protection Magazine No.4, 2006 Environm ent Protection Magazine No.7, 2006 Producets & Brands Magazine, No.3 December 2005 Vietnaim - US Magazine, No 12, July-August 2006 Vietnaim Pictorial No.560 August 2005 Vietnaim Pictorial No.563 November 2005 (^RyADUyKTJOA) T i e s o s Nguyen Hong Ván Vietnamí Pictorial No.571 July 2006 Vietnamí Pictorial No.573 September 2006 Vietnamí Pictorial No.574 October 2006 W ebsiites: http:/Awww.rfa.org/vietnamese/in depth/2005/12/20/VNTourismRevenuesStillLow T http:/Awww.rfa.org/vietnamese/tintuc/vietnam/2005/ 12/07/Vietnam tourism manpowe http:/Awww3 vietnamnet.vn/vanhoa/chuyende/2006/10/618385/ http:/Awww3.vietnamnet.vn/vanhoa/tintuc/2006/09/616716/ http:/Awww3 vietnamnet vn/vanhoa/tintuc/2006/09/617134/ http:/Awww3 vietnamnet.vn/vanhoa/chuyende/2006/10/618385/ http:/Awww.tuoitre.com.vn/Tianyon/lndex.aspx?ArticlelD= 170156&ChannelID= 11 http://tthoibaoviet.com/live/FrontPage06/Giai-tri/News-page?contentId=:::l 1718 http:/Awww.voanews.com/vietnamese/archive/2006-03/2006-03-15-voa37.cfm http:/Awww.rfa.org/vietnamese/tintuc/vietnam/2005/02/24/vietnam tourist/ http:/Awww.mtvland.info/cms/html/news detail.php?nid=3555 http:/Awww.webthuonghieu.com/index.php?option=com content&task=view&id=253 http:/Awww.nhandan.com.vn/tinbai/?top=39&sub=66&article=76661 http:/Awww.nhandan.com.vn/tinbai/?top=39&sub=66&article=77215 117 Ö RADUATJOA) T i e s o s Nguyên Hồng Vân http://www.rfa.org/vietnamese/in depth/2006/04/27/VietnamToPromoteMoreTourism TQuang/ http://www.dddn.com.vn/Desktop.aspx/Tin-Thitruong/Phanhoi-Tt/Thieu du thu/ http://www.vnexpress.net/Vietnam/Xa-hoi/2005/09/3B9ElE26/ http://vnexpress.net/Vietnam/Xa-hoi/Du-lich/2006/07/3B9EBAB7/ http://www.hinet.net.vn/news detail.php?id=3283 http://en.wikipedia.org/wiki/Word of mouth 118 ... displayed in the title ? ?the exploration and proposals for attaining tourist satisfaction, the case study of Hanoi? ??, the thesis was being structured as the following: First of all, from theoretical... its target of tourist satisfaction Due to the scope of a graduation thesis and the availability of documents to the writer, the thesis will take the case study of Hanoi tourism as the typical representative... coming to Hanoi for discovery, so another traveling chance must be spent for the places they have not been, they can not be in Hanoi for all time On the other hand, for the whole life of a tourist,