The impacts of 4.0 travel applications on the digital satisfaction of passengers using services of low-cost airlines in Vietnam

MINISTRY OF EDUCATION AND TRAINING

BA RIA-VUNG TAU UNIVERSITY

---------------------------

PHAM XUAN QUYET

IMPACT OF TOURISM 4.0 APPLICATIONS

TO THE SATISFACTION OF PASSENGERS USING THE SERVICES OF LOW COST AIRLINES IN VIETNAM

MASTER'S THESIS

Ba Ria-Vung Tau, March 2020

MINISTRY OF EDUCATION AND TRAINING

BA RIA-VUNG TAU UNIVERSITY

---------------------------

PHAM XUAN QUYET

IMPACT OF TOURISM 4.0 APPLICATIONS

TO THE SATISFACTION OF PASSENGERS USING THE SERVICES OF LOW COST AIRLINES IN VIETNAM

MASTER'S THESIS

Major: Business Administration Major code: 8340101

SCIENTIFIC INSTRUCTOR: PhD: DINH TIEN MINH

Ba Ria-Vung Tau, March 2020

TRAINING DEPARTMENT

BA RIA-VUNG TAU UNIVERSITY

SOCIALIST REPUBLIC OF VIETNAM

Independence – Freedom – Happiness

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Ba Ria-Vung Tau, March 31, 2020

MASTER'S THESIS ASSIGNMENT

Student name: PHAM XUAN QUYET Gender: Male

Date of birth: January 15, 1992 Place of birth: Nam Dinh

Major: Business Administration MSHV: 18110004

I- Topic name:

The impacts of 4.0 travel applications on the digital satisfaction of passengers using services of low-cost airlines in Vietnam

II- Tasks and contents:

- Check the practicality and suitability of the topic.

- Check and confirm relevant readings.

- Plan to conduct the survey and corresponding questions

- Conduct surveys and collect results

- Analysis by SPSS

- Conclude:

 Determine tourists' awareness of 4.0 tourism applications for HKGR.

 Assess the impact of tourism 4.0 on the "digital satisfaction" of Vietnamese tourists.

III- Date of assignment: November 22, 2019

IV- Date of completion of the task: March 31, 2020

V- Instructor: Dr. Dinh Tien Minh

INSTRUCTOR OF SPECIALIZED MANAGEMENT INSTITUTE

(Full name and signature) (Full name and signature)

COMMITMENT

I hereby declare that this is my own research work. The data and results presented in this thesis are true and have never been published in any other work.

I certify that any help received in preparing this Thesis and all sources used have been fully acknowledged in the Thesis.

Students doing thesis

(Sign and print full name)

Pham Xuan Quyet

THANK YOU

After studying and training at Ba Ria Vung Tau University, with gratitude and respect, I would like to send my sincere thanks to the Board of Directors, the Institute of International and Postgraduate Training and the departments of Ba Ria Vung Tau University and the Professors, Associate Professors, and Doctors who have enthusiastically guided, taught and created all favorable conditions to help me throughout the process of studying, researching and completing this scientific research topic.

In particular, I would like to express my deep gratitude to Dr. Dinh Tien Minh, the teacher who spent a lot of time directly guiding, helping and teaching me during the process of implementing the topic.

I would like to sincerely thank my family, friends and colleagues for creating favorable conditions for me to research and complete this topic.

However, due to my limited capacity, the scientific research topic certainly cannot avoid shortcomings. I sincerely hope to receive comments from teachers, friends and colleagues to help my research paper become more complete.

Thank you very much!

Vung Tau, February 29, 2020

Pham Xuan Quyet

SUMMARY

This research report analyzes and evaluates the understanding of the impacts of the Industrial Revolution (IR) 4.0 on tourism (“Tourism 4.0”) through digital-based tourism applications (travel applications 4.0) by analyzing the “digital satisfaction” (e-satisfaction) of Vietnamese customers when booking and using services of low-cost airlines (LNGs) in Vietnam. The research is conducted by analyzing the descriptive, argumentative and clarifying methods of other relevant studies and articles in addition to quantitative analysis using corresponding survey questionnaires. The report finds that the new trend of “Tourism 4.0” affects the way passengers travel. With an in-depth look at low-cost airlines (LNGs), the research aims to clarify the reasons and factors influencing Vietnamese customers to use domestic LNGs with the help of the concept of “travel applications 4.0”. The new applications of the fourth generation of the industrial revolution have changed the way passengers perceive HKGR and created electronic satisfaction by personalization (customer-centric factor). The E-QUAL model is used to analyze the above factors. However, the scope of the main problem analysis for the study is limited because the number of articles related to the same topic is not diverse and the access to the subject of in-depth research is still difficult due to the wide research area, this will be overcome during the research process.

INDEX

MASTER'S THESIS ASSIGNMENT iii

COMMITMENT iv

THANK YOU v

SUMMARY vi

TABLE OF CONTENTS vii

LIST OF ABBREVIATIONS ix

LIST OF TABLES x

LIST OF FIGURES xii

CHAPTER I: GENERAL INTRODUCTION 1

1.1. Basis for selecting research topics 1

1.2. Reasons and objectives of research topic 4

1.3. Building questions, approaching subjects and research methods 4

1.4. Limitations of the study 6

1.5. Structure of the research topic 7

CHAPTER II: RESEARCH OVERVIEW 8

2.1. Aviation experts' views on the convenience of 4.0 travel applications 8

2.2. Update status of Industry 4.0 in Vietnam 9

2.3. Low-cost Airlines Picture in Vietnam 11

2.4. The use of 4.0 tourism technology applications in Vietnam 13

2.5. Customer satisfaction 15

2.6. From digital application quality to digital satisfaction of HKGR flight customers..17 2.7. Research model 21

2.8. Research hypothesis 24

CHAPTER III: RESEARCH METHODOLOGY 25

3.1. Objectives of topic 25

3.2. Survey subjects 25

3.3. Research sampling plan 25

3.4. Data collection method 27

3.5. Question design 28

3.6. Summary of Methodology and Research Methods 30

3.7. Brand selection method 31

CHAPTER IV: RESEARCH CONTENT AND RESULTS 32

4.1. Assessing the reliability of the research paper through a sample test (Pilot's Test) 32

4.2. Official research results 37

4.2.1. Demographic research 38

4.2.2. Scale reliability analysis (Cronbach's Alpha) 42

4.2.3. Exploratory factor analysis (EFA) 49

4.2.4. Pearson Correlation 56

4.2.5. Hypothesis Testing (Regression Analysis) 57

CHAPTER V: CONCLUSION AND RECOMMENDATIONS 62

5.1. Conclusion and suggestions for HKGR 62 carriers

5.2. Limitations of the study 64

5.3. Conclusion 66

REFERENCES 68

APPENDIX 75

APPENDIX 1: QUESTIONNAIRE FOR EXPERT INTERVIEWS (QUALITATIVE RESEARCH) 75

APPENDIX 2: SURVEY QUESTIONNAIRE (QUANTITATIVE RESEARCH)

................................................................ ................................................................ .......................... 76

The impacts of 4.0 travel applications on the digital satisfaction of passengers using services of low-cost airlines in Vietnam - 1

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