Impact of tourism service quality on tourist satisfaction in Ho Chi Minh City

Appendix 3: Official survey form

SURVEY FORM

SURVEY QUESTIONAIRE ABOUT CUSTOMER SATISFACTION

Hello!

We are currently conducting a scientific research on the topic “The impact of tourism service quality on tourist satisfaction in Ho Chi Minh City”. To complete this research, we really need your help by answering the questions below. Your opinions will be a valuable source of research materials for us. All information you provide will be kept confidential and only used for this research.

Thank you very much

Dear Mr/Ms!

We're currently reseach topic “ The effect of quality of service on the satisfaction of tourist in Ho Chi Minh city ”. Pleases help us by taking a few minutes to answer the questionaire below. We appreciate your opinion and believe that will be a valuable document for our research. All the information you provide will be kept confidential and will only be used for this research.

Sincerely!

Please read carefully and mark [√] on the number corresponding to the following statement .

1. Strongly unsatisfied

2. Unsatisfied

3. Normal

4. Satisfied

5. Strongly satisfied

CONTENT

SURVEY INTENTION

SATISFACTION LEVEL SATISFY LEVEL
RELIABILITY
1. Precision of products and services information	1	2	3	4	5
2. Political security conditions, social order/ Politics security, social safety order	1	2	3	4	5
3. Traffic safety	1	2	3	4	5
4. Food Hygience safety	1	2	3	4	5
5. Environmental aspect	1	2	3	4	5
RESPONSIVENESS
6. Variety of Travel services	1	2	3	4	5
7. Special cultural, festival and entertainment activities/ The featured festival, cultural activities, entertainments	1	2	3	4	5
8. Special local food and souvenirs	1	2	3	4	5
9. Acceptable product and service prices , service price	1	2	3	4	5
10. Variety of culinary culture	1	2	3	4	5
11. Variety of places to visit	1	2	3	4	5
SERVICE CAPACITY/ ASSURANCE
12. Staff's skill	1	2	3	4	5
13. Staff's language skill	1	2	3	4	5
14. Customer Service on time	1	2	3	4	5
EMPATHY
15. The friendliness and hospitality of the local people/ Friendliness and hospitality of local people	1	2	3	4	5
16. Staff cares and understands the needs of tourists when The staffs perertrate the demand of visitors at the first time	1	2	3	4	5

Maybe you are interested!

17. The staffs're always ready to help visitors

1	2	3	4	5
TANGIBLE
18. Traffic System	1	2	3	4	5
19. Restaurant and Hotel system System	1	2	3	4	5
20. Telecommunication System	1	2	3	4	5
21. Appearance and uniform of staff	1	2	3	4	5
22. Means of transport, equipment for convenient and luxurious service Convenient vehicles, luxurious equipments	1	2	3	4	5
SATISFACTION
23. I feel satisfied with the quality of tourism services at Ho Chi Minh City/ I am satisfied with quality of travel service in HCM	1	2	3	4	5
24. Overall I feel satisfied with the service facilities/ On the whole, I am satisfied with Facilities	1	2	3	4	5
25. Overall, I feel satisfied with the service capacity of agent/ On the whole, I am satisfied with agent's abilities	1	2	3	4	5
26. I am satisfied with the quality of travel service that I paid for	1	2	3	4	5

Please give us some of your personal information :

1. Gender/ Your gender :

□ Male □ Female

2. Which age group do you belong to below ?

□ under 25 □ 25 – 35 □ 36 – 50 □ over 50

3. You are:

□ Inbound tourist □ Outbound tourist

4. How about your average income per month (million) :

□ under 9/ under 450 USD □ from 9 to 18/ from 450 USD to 900 USD

□ over 18 to 27/ over 900 USD to 1350 USD □ over 27/ over 1350 USD

Thank you very much for taking the time to answer the interview!

THANK YOU FOR YOUR HELP!

Appendix 4: Descriptive statistics

Statistics GIOITINH

Valid	227
Missing	0
Mean		1.59
Sum		362

GOODNESS

	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	Male	92	40.5	40.5	40.5
	Woman	135	59.5	59.5	100.0
	Total	227	100.0	100.0

CUSTOMER

Valid	227
Missing	0
Mean		1.09
Sum		248

CUSTOMER

	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	Domestic	206	90.7	90.7	90.7
	Foreign	21	9.3	9.3	100.0
	Total	227	100.0	100.0

AGE

Valid	227
Missing	0
Mean		1.71
Median		2.00
Mode		1
Sum		389

AGE

	Frequency	Percent	Valid Percent	Cumulative Percent
Valid	Under 25	105	46.3	46.3	46.3
	From 25 to 35	85	37.4	37.4	83.7
	From 36 to 50	34	15.0	15.0	98.7
	Over 50	3	1.3	1.3	100.0
	Total	227	100.0	100.0

Descriptive Statistics

	N	Mean		Std. Deviation
	Statistics	Statistics	Std. Error	Statistics
TC	227	3.8317	.04770	.71869
TC1	227	3.91	.056	.844
TC2	227	3.83	.055	.825
TC3	227	3.84	.061	.919
TC4	227	3.84	.067	1,014
TC5	227	3.74	.066	.990
DU	227	3.9457	.03975	.59886
DU1	227	3.92	.056	.838
DU2	227	3.93	.059	.887
DU3	227	3.92	.058	.874
DU4	227	3.96	.056	.846
DU5	227	3.97	.056	.849
DU6	227	3.96	.055	.825
NLPV	227	3.1718	.06815	1.02685
NLPV1	227	3.37	.078	1,181
NLPV2	227	3.15	.081	1,227
NLPV3	227	3.00	.076	1,139
DC	227	3.5316	.04185	.63055
DC1	227	3.67	.066	.987

Impact of tourism service quality on tourist satisfaction in Ho Chi Minh City - 14

Comment