INDEX
INTRODUCTION 1
CHAPTER 1: GENERAL INTRODUCTION OF ATZ TRAVEL COMPANY. 4
1.1 Introduction to ATZ Company 4
1.2 Company's business activities 6
1.3 Organizational chart of the company 11
CHAPTER 2: THEORETICAL BASIS OF TOUR SERVICE QUALITY 13
2.1 Concepts 13
2.1.1 Travel 13
2.1.2 Tourists 14
2.1.3 Tourism products 16
2.1.4 Tour program 23
2.1.5 Travel business 24
2.2 Theoretical basis of tour service quality 26
2.2.1 Overview of service quality 26
2.2.2 Characteristics of service quality 27
2.2.3 Factors affecting service quality 28
2.2.4 The significance of improving the quality of tour services 31
CHAPTER 3: CURRENT STATE OF TOUR SERVICE QUALITY
VUNG TAU – CON DAO AT ATZ 34 COMPANY
3.1 Business results of Vung Tau - Con Dao tour 34
3.1.1 Introducing Vung Tau - Con Dao tour of ATZ 34 Company
3.1.2 Business results of Vung Tau-Con Dao tour 41
3.2 Evaluation of the current status of service quality of Vung Tau - Con Dao tour at ATZ Company 44
3.2.1 About the tour program 44
3.2.2 Accommodation services 46
3.2.3 Food service 48
3.2.4 Additional services 49
3.2.5 About the staff 51
3.2.6 Customer care 52
CHAPTER 4: SOLUTIONS TO IMPROVE THE QUALITY OF VUNG TAU - CON DAO TOUR SERVICES AT ATZ 53 TRAVEL COMPANY
4.1 Market development trends of ATZ 53 company
4.2 Solutions to improve the quality of Vung Tau - Con Dao tour services at ATZ 54 company
4.2.1 About the tour program 54
4.2.2 Accommodation services 55
4.2.3 Food service 55
4.2.4 Additional Services 56
4.2.5 Staff 56
4.2.6 Customer care 57
CONCLUSION 58
PHOTO APPENDIX 59
REFERENCES 60
INTRODUCTION
1. Reason for choosing the topic
As society develops, people's need for food and relaxation is also increasing. The province that is always chosen by the majority of people is Ba Ria - Vung Tau province, where the coast attracts people in the southern region of our country. In recent years, Ba Ria - Vung Tau province has also focused on exploiting and developing to a new location, a pristine location with many historical relics to help visitors have new experiences when coming to Vung Tau, that is Con Dao.
Vung Tau island tourism is growing, attracting many domestic and international tourists. In 2018, Con Dao district welcomed 286,171 visitors, an increase of 17.31% compared to 2017. While the number of domestic visitors increased sharply, the number of international tourists also increased by 2.63% (32,016 arrivals) compared to 2017. The number of tourists coming to Con Dao is increasing, leading to competition between many travel companies. To gain the trust of customers, companies must compete with each other by many measures to help their businesses stand firm such as: product advertising marketing, promotional programs to attract customers... and one measure that companies cannot ignore is service quality.
One of the companies that is aiming to develop Con Dao in Vung Tau is ATZ Travel Company. Understanding the wishes of customers, ATZ Travel Company always puts the interests and quality of service first. To help customers always trust, credit and cooperate with the company for a longer time. During my internship at ATZ Travel Company, I chose the topic "Evaluation of service quality of Vung Tau - Con Dao tour at ATZ Travel Company" as my thesis topic.
2. Research objectives
Collect and systematize theoretical basis on tourism and service quality.
Combine analysis and evaluation of the current status of operations and service quality of Vung Tau - Con Dao tour at ATZ Company.
Propose some feasible solutions to improve the quality of Vung Tau - Con Dao tour services at ATZ Company.
3. Research subjects
Research object of the topic: Evaluate the quality of Vung Tau - Con Dao tour service at ATZ Travel Company and from there propose solutions to help improve the quality of tour service for the company to grow.
4. Scope of research
The scope of the research is the service quality of Vung Tau - Con Dao tour at ATZ Tourism Company.
5. Research methods
ATZ.
Search and collect information and documents from many sources and data from the Company.
Specific research method: Meta-analysis method to evaluate
Quality price for Vung Tau - Con Dao tour service at ATZ Travel Company.
6. Research content
The research content of the topic focuses on analyzing the current situation, business situation and service quality of Vung Tau - Con Dao tours at ATZ Company, thereby providing solutions to help improve the quality of tour services at the company, increase customer experience and satisfaction.
7. Topic layout
In this graduation internship report, the content is divided into four chapters:
Chapter 1: General introduction to ATZ travel company Chapter 2: Theoretical basis of tour service quality
Chapter 3: Current status of service quality of Vung Tau - Con Dao tour at ATZ Company
Chapter 4: Solutions to improve the quality of Vung Tau - Con Dao tour services at ATZ Travel Company
CHAPTER 1: OVERVIEW OF ATZ TRAVEL COMPANY
1.1 Introduction to ATZ company
Formation process
The predecessor of ATZ tourism company is a team of experienced tour guides who have participated in many tourism projects, understand the market, customer psychology and have good relationships with travel agencies as well as service support systems such as: hotels, restaurants, tourist attractions, shopping...
With the desire to bring tourists new experiences, closer to life, bring tourists high-class, luxurious services but very suitable prices. In November 2011, ATZ Travel Company was established with diverse and quality services and products to meet all needs in the market.
Operating principles
With the motto “ TAKE YOU CLOSER – bring you closer ”, ATZ travel company always wants to take care of you on every trip, bringing you closer to life experiences, places and people. ATZ company always tries to do well in every aspect, so that tourists can have perfect experiences on every trip.
ATZ Travel Company always puts service quality first, including product and service quality and after-sales service quality. Therefore, although it has only been in operation for a short time, ATZ Travel Company has been fortunate to become a trusted partner of a number of large companies such as: Southern Helicopter Company, Flight Training Center, Gas Project Management Board (PVEP), Gas Services Company, Southeast Gas Transportation Company, Vietnam-Japan Oil and Gas Company, Nam Con Son Oil and Gas Company. Institute of Petroleum Science and Design, PTSC G&S, Danang Petroleum Services Company, Vietubes Company Limited, etc.
Company Introduction
Table 1.1 Company introduction
Vietnamese name
ATZ TRAVEL COMPANY LIMITED | |
English name | ATZ TRAVEL COMPANY LIMITED |
Abbreviation | ATZ TRAVEL CO., LTD |
Logo: |
|
Headquarters | 92 Pham Hong Thai, Ward 7, Vung Tau City. |
Phone | 0254- 3584851 |
Fax: | 0254- 3584862 |
info@atoztravel.com.vn | |
Web | www.atoztravel.com.vn |
MST | 3501981581 |
Business Registration Number | 3501981581 - First issued: November 30, 2011, First change registration: December 18, 2017. |
Company business lines | - Tour operator - Travel agent - Support services related to promotion and tour organization - Other road passenger transport - Agent, broker, auction - Organizing trade introduction and promotion (Event organization service, customer conference) |
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1.2 Company's business activities
Tour Operator
The company specializes in organizing tours according to the requirements and wishes of customers with domestic and international trips. Not only serving adults, the company also organizes tours for students from elementary, middle school to high school with sightseeing, entertainment, and learning tours "Back to the source".
Travel agent
Currently, ATZ Company is a level I agent of transportation companies such as: Hydrofoil ticket agent, 5-star Express 36 high-speed train, Vietjet airline ticket agent...
Support services related to promotion and tour organization
The company also works with a number of groups and organizations with many years of experience in organizing meetings, team building, and galas for customers. In addition, the company also conducts domestic and international group tours. Helping tourists have the desired trips at reasonable prices.
Other road passenger transport
In addition to providing water and air transportation services, the company also provides customers with road transportation such as train tickets, rental of tourist cars from 7 to 49 seats, and provides passenger cars to pick up and drop off at the airport for tourist groups.