PROJECT COMPLETED AT
HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY
Scientific instructor: Dr. Nguyen Thanh Long.
Master's thesis defended at Ho Chi Minh City University of Technology, October 14, 2017.
The Master's Thesis Evaluation Council consists of:
TT
Full name | Board Title | |
1 | Assoc.Prof.Dr. Nguyen Phu Tu | Chairperson |
2 | Dr. Doan Lieng Diem | Response 1 |
3 | Dr. Tran Van Thong | Objection 2 |
4 | Assoc.Prof.Dr. Pham Trung Luong | Commissioner |
5 | Dr. Nguyen Van Luu | Member, Secretary |
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Chairman of the Thesis Evaluation Council.
HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY SOCIALIST REPUBLIC OF VIETNAM
INSTITUTE OF POSTGRADUATE TRAINING Independence - Freedom - Happiness
Ho Chi Minh City, October 17, 2017
MASTER'S THESIS ASSIGNMENT
Student name: Tran Le Minh Gender: Male
Date of birth: January 13, 1972 Place of birth: Saigon Major: Tourism and Travel Services Management MSHV: 1641890007 1-Thesis name :
Factors affecting domestic tourist satisfaction at tourist destinations in An Giang province.
II- Tasks and contents :
Conducting master's thesis "Factors affecting domestic tourists' satisfaction at tourist destinations in An Giang province" using two qualitative and quantitative research methods.
Systematizing the concepts of tourism and tourist satisfaction. Assessing the current status of tourism development in An Giang province.
Conduct Cronbach'S Alpha test and regression analysis of factors affecting domestic tourist satisfaction at tourist destinations in An Giang province.
Based on the research results, the author proposes a solution to improve tourist satisfaction in order to gradually promote tourism development faster and stronger in An Giang province.
III- Date of assignment: 5/ 2017
IV- Date of completion of task: September 18, 2017
V- Instructor: Dr. Nguyen Thanh Long
INSTRUCTOR OF SPECIALIZED MANAGEMENT FACULTY
COMMITMENT
I hereby certify that the thesis topic "Factors affecting domestic tourists' satisfaction at tourist destinations in An Giang province" is my own research work.
The theoretical basis and references from the documents listed in the reference section, the data and results presented in the thesis are honest and not copied from any previous research work.
Ho Chi Minh City, September 2017 Graduate Student
Tran Le Minh
ACKNOWLEDGEMENTS
The master thesis topic “Factors affecting the satisfaction of domestic tourists at tourist destinations in An Giang province” is the result of a process of learning, researching and applying the knowledge learned during the study at Ho Chi Minh City University of Technology. This result is not only the effort of myself but also the support of the teachers who have wholeheartedly devoted themselves to imparting valuable knowledge over the past time.
Students would like to sincerely thank
Dear teachers of Ho Chi Minh City University of Technology, especially Dr. Nguyen Thanh Long, for your enthusiastic guidance on scientific research methods and topic content.
The Department of Culture, Sports and Tourism, tourism management officials and local residents of An Giang province for their valuable comments and assistance in collecting data for this thesis. This study could not have been completed without the help and support from all departments, tourists and local residents.
My family and close friends for their great help and enthusiastic support, encouragement and creating all conditions to help me complete this graduation thesis.
Ho Chi Minh City, September 2017 Graduate Student
Tran Le Minh
SUMMARY
Tourist satisfaction is one of the important factors determining the ability to attract tourists and the business efficiency of tourism enterprises as well as local investment in the tourism sector. This study aims to identify factors affecting the satisfaction of domestic tourists when traveling in An Giang province. The study was conducted using a synthesis method based on a combination of qualitative and quantitative research.
Qualitative research was conducted through expert interviews and focus group discussions. Through this, the factors and attributes measuring the impacts on domestic tourist satisfaction proposed in the proposed model will be explored, adjusted, and supplemented.
Quantitative research was conducted through questionnaires, data processing through SPSS 20.0 software. This research step aims to evaluate the scales, measure the level of satisfaction of tourists according to each related factor, predict the intensity of influence of each factor in the model. The subjects surveyed in this study are domestic tourists when traveling to An Giang.
Based on the research results, the author has given some opinions related to investment in tourism technical facilities, security and order, safety in tourism, accommodation facilities, means of tourism transportation, tour guides, prices of services... for tourism departments as well as travel businesses.
ABSTRACT
The satisfaction of tourist is one of important factors which determines to attract tourist and effective of tourist companies as well as the investment of local government in tourism field. The research aims to define factors which influence the satisfaction of domestic tourists when arriving An Giang. This study was conducted in an integrated manner based on the combination of qualitative and quantitative research.
Qualitative research is conducted through expert interviews and focus group discussions.Through this method, we will explore, adjust, supplement elements and attributes which measure impact to visitor's satisfaction which put into research model suggestions.
Quantitative research is conducted through questionnaires, data processing in SPSS 20.0 software. This step aims to assess scale, measuring satisfaction level of visitors following each relevant factor, prediting intensity influence of each factor in the model. The candiates who surveyed are domestic visitors to An Giang for traveling.
Based on the result of research, the author proposes some ideas relating to investment of infrastructure, public order, Accommodation facility, transportation, tour guide, prices of services… to authority departments as well as tourism companies.
INDEX
Composition of the thesis evaluation board i
Thesis tasks ii
Commitment iii
Thanks iv
Summary v
Abstract
Table of Contents vii
List of abbreviations xii
Table of Contents xiii
Image catalog xv
Photo catalog xvi
Chapter 1 : INTRODUCTION 1
1.1 Necessity of research 1
1.2 Research objective 2
1.2.1 General Objective 2
1.2.2 Specific objectives 2
1.3 Research subjects and survey subjects 2
1.3.1 Research subject 2
1.3.2 Survey subjects 3
1.4 Scope of research 3
1.4.1 Spatial scope 3
1.4.2 Time range 3
1.5 Research methods 4
1.5.1 Qualitative method 4
1.5.2 Quantitative method: 4
1.6 Thesis structure 4
1.7 Significance of the study 5
Chapter 2: THEORETICAL BASIS, ROLE OF TOURISM 6
2.1 Concept of satisfaction 6
2.1.1 Customer satisfaction 6
2.1.2 Tourist satisfaction 6
2.2 Concept of domestic customers 7
2.3 Concept of tourism 7
2.4 The role of tourism in economy, culture, politics and society 7
2.4.1 For economy 7
2.4.1.1 Positive Impact 7
2.4.1.2 Limitations of tourism development 8
2.4.2 For culture 8
2.4.3 For society 9
2.4.4 For politics 9
2.5 Some studies related to the topic 9
2.5.1 HOLSAT (Holiday Satisfaction) model (Tribe & Snaith, 1988) 10
2.5.2 Research by Nguyen Trong Nhan (2013) 10
2.5.3 Research by Le Van Hung (2013) 11
2.6 Proposed research model 12
2.6.1 Proposed research model 12
2.6.2 Factors affecting satisfaction 13
2.6.2.1 Technical facilities for tourism 13
2.6.2.2 Accommodation 14
2.6.2.3 Tourist transportation services 16
2.6.2.4 Security, order and safety in tourism 17
2.6.2.5 Tour guide 18
2.6.2.6 Prices of services 19
Chapter 3: RESEARCH METHODOLOGY 21
3.1 Research process 21
3.2 Qualitative research to perfect the model and build a scale 22
3.2.1 Qualitative research to perfect the model 22
3.2.1.1 Qualitative research methods 22
3.2.1.2 Qualitative research results 23
3.2.2 Qualitative research to build a scale 23
3.2.2.1 Scale of “Tourism technical facilities” 23