Which of the following policies should businesses implement?

perspective , Proceeding of the Seventh Wuhan International Conference on E-Business, pp.3521–3524.

117. Zhu, Z., & Zhao, J. (2011), The sources of e-business competitive advantages between travel agencies and online travel service firms in China , International Journal of Information Systems and Change Management, 5(2), 160 .

WEBSITE

118. www.bbc.com

119. www.euromonitor.com/

APPENDIX 1

SURVEY ON THE CURRENT STATE OF BUSINESS DEVELOPMENT ACCORDING TO THE SHARING ECONOMY MODEL OF ENTERPRISES

IN THE FIELD OF ONLINE TOURISM SERVICES IN VIETNAM

(Voucher for leaders of businesses in the field of online tourism services in Vietnam)

Dear Business,

I am Vu Thi Thuy Hang - currently a PhD student of course 30B of the University of Commerce. I am currently doing my doctoral thesis: "Business development according to the sharing economy model of enterprises in the field of online tourism services in Vietnam". I need to investigate the current situation of business development according to the sharing economy model of enterprises in the field of online tourism services in Vietnam. Therefore, I hope that enterprises will take the time to fill out this survey. The contributions of enterprises are valuable and meaningful to the research results of the thesis and help me have objective assessments, thereby proposing effective solutions for enterprises when developing business according to the KTCS model. I look forward to receiving your help!

1) I promise that all information about you will be kept confidential and not disclosed to any organization or individual.

2) For questions that already have available answers, please choose the appropriate answer by marking x in the box or the corresponding cell in the table.

Note when filling out the form: circle: choose only 1 answer, square: can choose multiple answers

A. BASIC INFORMATION ABOUT THE PERSON FILLING OUT THE BALLOT

1. Full name:……………………………………………………………………………………

2. Gender:

Male



Female

 Other

Maybe you are interested!

3. Phone number: ………………………………………………………………………………………...

4. Email: ………………………………..……………………………………………………...

5. Position: …………………………………………………………………………………….

B. GENERAL INFORMATION ABOUT THE BUSINESS

1. Business name:…………………………………………………………………………...

…………………………………………………………………………................................. 2. Head office address:…………………………………………………………………………

……………………………………………………………………………………………….

3. Representative office address in Vietnam:…………………………………………………...

……………………………………………………………………………………………….

(For foreign enterprises without representative offices in Vietnam, stop survey)

4. Name of legal representative in Vietnam: ………………………………………………

5. Type of business the enterprise is providing:

Intermediary providing tourist accommodation



 Travel Agent (OTA)

 Tourist transport business intermediary

 Provide search tools and information about DL

 Business of other tourism services (food, entertainment, recreation, etc.)

 Not in the above groups ( stop survey )

6. Website's main domain address/Mobile application name:…………………………... ( if there is no website or mobile application, stop survey )

Website/Mobile application officially launched from month………………year……………

7. Has the enterprise registered/notified with the Ministry of Industry and Trade according to Decree 52/ND-CP?

Registered



 Announced
 Not registered/notified ( stop survey )

o 2005 and previous years

o 2011 to the end of 2013

o 2017 to the end of 2019

o 2006 to the end of 2010

o 2014 to the end of 2016

8. Year of establishment:

9. Scope of business operations:

Local



 Domestic

 International

 Both domestic and international

o Micro enterprises

o Medium Enterprises

o Small business

o Large enterprises

10. Scale of business operations:

o Only 1 office

o From 5 to 9 offices

o From 16 to 20 offices

o From 2 to 4 offices

o From 10 to 15 offices

o Over 20 offices

11. Number of offices and countries present:

12. Investment capital:

o Enterprise capital:…………………………………………………………………

o State capital:……………………………………………………………………...

o Capital from domestic and foreign investment funds:………………………………………

o Other:………………………………………………………………………………...

13. Human resources:

Staff

Quantity
- Sales staff
- IT staff
- Legal staff
- Customer care and support staff
- Marketing staff
- Corporate Relations Officer (NCC)
- Other staff

C. ONLINE BUSINESS STATUS

1. DLTT services provided by businesses:

Intermediary providing tourist accommodation



 Room	 Bedroom		 House	 Villa	 Land
 Camping area	 Living space		 Toilet	 Other forms………
Intermediary providing tourist transportation
 Airline tickets	 Train tickets	 Car		 Motorcycle	 Bicycle
 Electric car	 Horse carriage	 Cyclo		 Boat	 Cable car
 Helicopter	 Elephant riding	 Other forms:………………………………….
Intermediary providing culinary, entertainment, and experience services for tourists
 Meal	 Restaurant	 Chef		 House cleaning	 Admission tickets
 Tools /Technology for tourism experience				 Other forms:…………………….
Provide travel information search engine

Tools

travel information



Social network about travel

 Compare prices

 Plan your trip

 Other forms:………

……………

Online Travel Agent (OTA)

If so, please specify which versions are supported:

2. Does the business have a version for TBDD?

Have

o No

 m.agoda.com

Does the website have a mobile-compatible version? (example)

 Mobile app for iOS or Android, Windows operating systems,...

3. Which of the following policies does the business implement?

Have	Are not
Product and service refund and cancellation policy
Dispute resolution and complaints policy
Member Information Protection/Censorship Policy

If so, please specify which tool?

4. Does the business deploy social media channels ?

Have

o No

Facebook



 Zalo	 Twitter
 YouTube	 Google Plus	 Pinterest
 Instagram	 Other:…………………………………………………

5. Which of the following payment methods does the business apply?

Cash on Delivery (COD)



 Payment by credit card (Visa, Master Card,..)

 Payment via e-wallet (Momo, VN Pay, Moca, Viettel

Pay,...)

 Payment via domestic bank transfer

 Other:………………………………………………

D. CURRENT STATUS OF APPLYING SHARING ECONOMY MODEL

1. What sharing economy models are businesses applying?

 Market maker/electronic trading floor model (Marketplace) : Enterprises act as intermediaries between two customer sides: those with superior capacity or surplus services (supply side) and those who consume surplus products and services and pay a certain amount (demand side).

 Access-based consumption model : Enterprises provide access to intangible or tangible resources. These resources can be created, rented or owned by the enterprise itself or its partners.

2. Evaluate the business development speed according to the business model of the enterprise according to the destination of the tourist?

Hanoi



 Hai Phong	 Nha Trang	 Hue
 Ho Chi Minh City	 Quang Binh	 Dalat	 Other:…….
 Danang	 Quang Ninh	 Lao Cai

o Under 3 million VND

o From 5 - 10 million VND

o Over 20 million VND

o From 3 - 5 million VND

o From 10 - 20 million VND

3. Evaluate the business development speed according to the basic economic model of the enterprise based on the level of payment for a vacation of DLTT guests?

4. Benefits and limitations of business development according to the KTCS model

Businesses please rate the benefits from 1-5, in which: 1-No benefits, 2. Low benefits, 3. Average, 4. High benefits, 5- Very high benefits

Criteria for evaluating benefits

Encryption	1	2	3	4	5
Increase benefits for tourists, allowing tourists more options in the process of booking and using tourism services.	LI1
Diversifying roles for businesses providing DLTT services	LI2
Developing a culture of consumerism based on trust	LI3
Reduce costs to society, reduce environmental pollution	LI4
Manage more effectively	LI5
Reduce operational processes	LI6
Strengthen marketing activities and brand recognition for businesses providing tourism services	LI7
Allows many direct DLTT service providers to work from home	LI8

Businesses please rate the restrictions from 1-5, in which: 1-No restrictions, 2. Slight restrictions, 3. Medium, 4. High restrictions, 5- Very high restrictions

Criteria for evaluating benefits

Encryption	1	2	3	4	5
Problems with local authorities	HC1
Price competition	HC2
Dispute issues	HC3
Gap in tax liability	HC4
Online payment problem	HC5
Difficulties in adding additional services for DLTT customers in the KTCS model	HC6
Some other issues (IT level of DLTT customers, virtual reviews, information security mechanism, ...)	HC7

E. CURRENT STATE OF BUSINESS DEVELOPMENT ACCORDING TO THE SHARING ECONOMY MODEL

1. Current status of customer segment development

a. Businesses segment customers as suppliers (hotels/travel agencies/homeowners/drivers/...) through which of the following criteria?

 By accommodation type  By location  By location

 By rating  By price  By amenities

 According to the level of response to user questions

 By opening hours  By meal type: eat

morning/lunch/dinner/with restaurant

 According to the suitability of the product or service

 By type of product or service

 According to supply capacity

 By working hours  By brand  Other:……………..

b. Businesses segment their customers as DLTT customers through which of the following criteria?

 By travel motive  By demographics  By income

 By interests  By type of tourism  By spending behavior

 By geographic area  By need  By frequency of use

 By means of travel

 According to booking quantity

 Other:…………….........

…………………….

2. Current status of value proposition development

a. What value does the business propose to the direct service provider of DLTT:

Increase revenue



 Safety instructions

 Effective content management



Increased responsiveness 				Personal connection		Flexible working hours
	Global reach 				Community factor		No investment required
	Increase traffic 				Localization factor		prepay No need to argue
	website Reduce risk 				Advertisement		with users Other:……………........
 	Booking management  Insured 				Add sales channels Listen to feedback		……………………. …………………….
b. What value does the business propose to DLTT customers:
	Cheap			 Safety			Easy to find, economical
	Increase choice			 Cashless transactions			time Provide price estimates
	Reduce risk			 Has a ranking system			and travel time No negotiation required
	Function and	internal	content	 Travel planning			with supplier Other:…………….......
	useful						…………………….

 Convenience  Participation in the travel community

 Authentic Experience  Honest Reviews

…………………….

3. Current status of business channel development: businesses set up sales, advertising, communication, customer care channels, etc. as follows:

Website



 Use email and notifications	 Tour guide
 Mobile version for website	 Tiered customer support channels	 Social media channels
 Mobile application	 Digital advertising campaign	 Traditional advertising channels
 Content and review platforms in tourism	 Content marketing: through news and tutorials	 Different websites owned by the company
 Paid or free search engines	 Word of mouth advertising	 Through sales groups for other businesses
 Meta search tools	 Through the assets of the supplier (items, displays) display logo at reception desk,...)	 Other:……………... ……………………. …………………….
 Application stores such as: iTunes App Store, Google Play Store, App Store	 Blog, user stories

4. Current status of customer relationship development

a. What customer relationships does the business develop with its suppliers:

Love-hate relationship



 Rewarding suppliers

 Collect behavioral reviews

vi, tourist needs

 Create additional and continuous income

 Advice on management

 Distribute SPDV through

algorithm, avoid bias

Reduce bad customers



 Collect traveler reviews	 Flexible working hours
 Asset protection	 Promotional support	 Damage management
 Other: ………………………………………………………………………………… b. What customer relationships does the business develop with DLTT customers:
 Sustainable relationship in providing information about suppliers	 Transparency, ensuring privacy and personal data	 Continuously improve regulations
 Managing negative behaviors	 Authentic reviews, content, helpful travel guides	 Handle customer issues promptly
 Handling customer issues	 Enhance your shopping experience, discover new Local SPDV	 Other:……………... ……………………. …………………….
 Improve regulations	 Risk Reduction

5. Current status of revenue stream development: Which of the following streams does the business develop revenue sources through?

Revenue from transactions: collect transaction fees (commission fees) from direct service providers



 Revenue from membership registration fees: collect deposits from direct service providers	 Advertising and affiliate revenue: collect money from suppliers from advertising and affiliate services such as CPC, CPM, keywords, banners, etc.
 Other: …………………………………………………..

6. Current status of key resource development: Which of the following key resources does the enterprise develop?

Develop proprietary algorithms



 Deep User Engagement (UGC)	 Brand development
 Skills training for employees	 Improve user experience	 Access to venture capital sources
 Invest in infrastructure and interface of website and app	 Global network	 Number of recent and candid reviews
 Increase the number of suppliers	 Loyalty program	 Intellectual property, registered trademarks
 Increase the number of destinations	 High quality, professional images	 Other:………………. ……………………...

7. Current status of development of key activities: Which of the following key activities does the enterprise develop?

Enhance positive network effects



 Develop new services	 Using artificial intelligence
 Reduce negative network effects on both sides	 Monitor and update corridor activities	 Develop, partner with or acquire valuable platforms
 Provide perfect customer support service	 Follow other industries	 Conversion rate optimization
 Improve websites and data-driven applications	 Observe the movements of direct competitors	 Eliminate conflict in interactions

Improve conversion rates based on data



 Stimulate demand through Promotions	 Keep and encourage participants continuously
 Improve the “small moments”	 Encourage the use of multiple utilities	 Expand location
 Visibility on search engines	 Provide great travel experiences	 Strengthen leadership in technology and intellectual property
 Control suppliers who want to increase direct bookings	 Provided according to customer's request	 Other:………….. ……………………. …………………….
 Develop customer loyalty programs design	 Enhance detailed assessments

8. Current status of developing key partners : which of the following partners does the business develop?

Property Owner



 Venture Capitalist	 Insurance companies
 Travel agent	 Photographers	 Content Creator
 Tourism operations manager at enterprises	 Real estate experts	 Local tourism promotion center
 Technology partners	 Event planning experts	 Partners providing exclusive functionality
 Search Engine	 Payment platforms	 Other:………….. …….. ……………………. …………………….
 Lobbyists	 Map, GPS, and identification applications	 Other:………….. …….. ……………………. …………………….

9. Current status of cost control: How do businesses control costs?

Customer Acquisition Cost (CAC)



 Commissions for affiliate programs
 Cost of Capitalization (WACC)	 Public relations costs
 Cost of developing new features, constantly refining algorithms	 Salary costs for permanent employees
 Cost of hiring freelancers	 Asset depreciation costs
 Cost of expanding to new locations	 Property and equipment costs
 Payment processing costs	 Travel expenses
 Lobbying costs	 Community management costs
 Cost of resolving legal issues	 External services and consulting
 Infrastructure and bandwidth costs	 Costs related to website and mobile application operations
 Customer support costs	 Costs associated with video production for local advertisers
 Insurance costs	 Shipping costs
 Offline advertising costs	 Other:………….. ………………………… ……………………………...................
 Cost of generating traffic from search engines, media	 Other:………….. ………………………… ……………………………...................

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