AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF TRAVEL PROGRAMS OF ONE TEAM GLOBAL TRADE AND TOURISM CO ,LTD

DUY TAN UNIVERSITYFACULTY OF ENGLISH GRADUATION THESISNGUYEN THI DIEU MINH AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF TRAVEL PROGRAMS OF ONE

DUY TAN UNIVERSITY

FACULTY OF ENGLISH

GRADUATION THESISNGUYEN THI DIEU MINH

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF TRAVEL PROGRAMS OF ONE TEAM

GLOBAL TRADE AND TOURISM CO.,LTD.

GRADUATION THESIS IN SOCIAL SCIENCES AND HUMANITIES

Da Nang, May 2021

DUY TAN UNIVERSITY

FACULTY OF ENGLISH

GRADUATION THESIS

NGUYEN THI DIEU MINH

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF TRAVEL PROGRAMS OF ONE TEAM

GLOBAL TRADE AND TOURISM CO.,LTD.

MAJOR : ENGLISH FOR TOURISM

DA NANG – May 2021

In order to complete my graduation paper, I have received a lot of help,guidance and encouragement from teachers, families and thank you to thestaff at OTG Travel

Especially, I would like to send my deep gratitude to Mr Duong Huu Phuoc,

my supervisor During the process of writing the paper, he guided me fromthe beginning to the end thoroughly I know he is very busy, but he stillspends time checking and correcting all the mistakes in my graduation paper.Subsequently, I wish to acknowledge the help provided by all teachers ofFaculty of English at Duy Tan University for their precious lessons, devotedteaching and enthusiastic assistance to me

Last but not least I would like to express my very great appreciation to myfamily, especially my parents, for their support, encouragement andmotivation while I was writing this paper

I wish all of you good health and success!

Yours sincerely!

Da Nang, May 2021

Nguyen Thi Dieu Minh

The graduation paper begins with investigating into the travel programquality of ONE TEAM GLOBAL Travel and Trading Co., Ltd Currently,there are many businesses operating in the tourism sector, so the competitionbetween businesses is fierce In order to improve business efficiency andenhance integration into regional and international business systems, Vietnamtravel agencies in general and ONE TEAM GLOBAL Travel and Trade Co.,Ltd Particularly, there is no other choice to improve the quality of its tourismprogram because in the current trend of development of the tourism industry,product quality is the decisive factor for existence and development of thecompany So I decided to choose the topic: "An Investigation into the RealSituation and Some Solutions to Improving the Quality of Travel Programs ofOTG Trade and Tourism Co., Ltd " as the subject of my graduation thesis

STATEMENT OF AUTHORSHIP

This graduation paper contains no materials published elsewhere, and that tothe best of my knowledge It does not use either in the whole or in part from amaterial previously submitted for degree or diploma in my university, exceptwhere due reference is made in the text

No other person’s work has been used without acknowledgement in thegraduation paper

This graduation paper has not been submitted for the award of any degree ordiploma in any other tertiary institution

Da Nang, May 2021

Nguyen Thi Dieu Minh

LIST OF ABBREVIATION

Qty: Quantity

OTG: One Team Global

LISTS OF TABLES AND CHART LISTS OF TABLES

Table 1: The guest in OTG Travel from 2017 - 2019 29

Table 2: The using of transportation by passenger in OTG Travel from 2017 to 2019 31

Table 3: The guest from the ability of exploitation in OTG Travel between 2017 and 2019 33

Table 4: The hotel’s partner of OTG Travel in 2019 35

Table 5: The restaurant's partner of OTG Travel in 2019 36

Table 6: The supplier of transport services of OTG Travel in 2019 36

Table 7: The structure of staff situation in OTG Travel in 2019 38

Table 8: The situation of technical facilities OTG Travel in 2019 39

Table 9: The evaluation of the quality of tourism program of customer’s feedback in 2020 40

LISTS OF CHART

Chart 1: The guest in OTG Travel from 2017 - 2019 29

Chart 2: The using of transportation by passenger from 2017 to 2019 31

Chart 3: The guest from the ability of exploitation in OTG Travel between 2017 and 2019 34

Chart 4: The satisfaction of customer about transport service and driver in OTG Travel in 2020 40

Chart 5: The satisfaction of customer about tour guide in OTG Travel in 2020 .41

Chart 6: The satisfaction of customer about restaurant in OTG Travel 42

in 2020 42

Chart 7: The satisfaction of customer about hotel in OTG Travel in 2020 43

Chart 8: The satisfaction of customer about tourism program in OTG Travel in 2020 43

TABLE OF CONTENTS

ACKNOWLEDGEMENT i

ABSTRACT ii

STATEMENT OF AUTHORSHIP iii

LIST OF ABBREVIATION iv

LISTS OF TABLES AND CHART v

CHAPTER 1: INTRODUCTION 1

1.1 Rationale: 1

1.2 Aims and objective 1

1.3 Scope of the Study: 2

1.4 Methods of the Study: 2

1.5 Organization of the Study 2

CHAPTER 2: THEORETICAL BACKGROUND 3

2.1 Travel business 3

2.1.1 Definitions 3

2.1.2 Role 3

2.2 Tourism program 3

2.2.1 Definition 3

2.2.2 Tourism program classification 5

2.2.2.1 Based on the arising origin 5

2.2.2.2 Based on the price 5

2.2.2.3: Based on the content of the trip 5

2.2.2.4 Based on some other criteria 6

2.3 Characteristics of the tour program 6

2.4: The process of developing tourism programs 7

2.4.1: Process of developing package tourism programs 7

2.4.2 The relationship between the needs of tourists and the content of

tourism programs 8

2.4.3 Investigate the relationship between responsiveness and tourism program content 8

2.4.4: Some points to pay attention to when developing travel programs 9

2.4.5 Organize the tourism program implementation 10

2.4.5.1 Stage 1: Agreement with tourists 10

2.4.5.2 Stage 2: Prepare for implementation 11

2.4.5.3 Stage 3: Implementation of tourism programs 12

2.4.5.4 Stage 4: Activities after ending the tour 12

2.5 Activities of tour guide 13

2.6 Quality of tourism program 14

2.6.1 Definition 14

2.6.2 Tour program quality concept (Tour) 14

2.6.3 Factors affecting the quality of tourism programs 15

2.6.3.1 Group of elements inside 15

2.6.3.2 Group of external factors 17

2.7 Managing the quality of the tourism program 18

2.8 The system of criteria for evaluating the quality of the tourism program19 2.8.1 Convenience standard 19

2.8.2 Comfort standards 20

2.8.3 Hygienic standards 20

2.8.4 Standards of courtesy and thoughtfulness 20

2.8.5 Safety standards 21

2.9 The meaning of improving the quality of tourism programs 21

CHAPTER 3: CASE DESCRIPTION 23

3.1 Company overvier 23

3.1.1: History begin 23

3.2: Functions, powers and duties of One Team Global Trade and Tourism Company Limited 24

3.2.1: Company functions 24

3.2.2: The company's mission 24

3.2.3 Company powers 25

3.2.4: The business areas of the company 25

3.3: Organize the company's management apparatus 26

3.3.1: Organizational chart of the company's management apparatus 26

3.3.2: Functions and duties of each department 27

3.3.2.1: Director 27

3.3.2.2: Vice Director 27

3.3.2.3: Accounting Department 27

3.3.2.4: Marketing Department 27

3.3.2.5: Operation Department 28

CHAPTER 4: ANALYSIS AND EVALUATION 29

4.1 Analysis of external and internal factors affected the quality of the tourism program 29

4.1.1 Analysis of external factors affected the quality of the tourism program .29

4.1.1.1 The structure of guest in OTG Travel 29

4.1.1.2: Structure of the using of transportation by passenger 31

4.1.1.3: Guest structure according to exploitation ability 33

4.1.1.4 Service Suppliers 35

4.1.1.5 Economic - environmental - social factors 37

4.1.2 Analysis of internal factors affected the quality of the tourism program .38

4.1.2.1 Staff situation in OTG Travel 38

4.1.2.2 The situation of technical facilities of OTG Travel 39

4.2 Evaluate of the quality of the tourism program of OTG Travel 40

4.2.1 Evaluation of the quality of tourism program based on customer’s feedback 40

4.3 The strengths of OTG Travel 44

4.4 The weakness of OTG Travel 45

CHAPTER 5: DIFFICULTIES AND SOLUTIONS 47

5.1: Difficulties 47

5.2 A number of solutions to improve the quality of travel program services at OTG Travel 47

CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 54

6.1: Conclusions 54

6.2 Suggestions for practice and university 55

QUESTIONNAIRE 56

REFERENCES 59

SUPERVISOR’S COMMENT 60

CHAPTER 1: INTRODUCTION 1.1 Rationale:

Today, tourism has become an indispensable part of the modern worldand it is a necessary condition for international economic integration In somecountries in the world, tourism has become a spearhead economic sector,contributing to increasing national economic income

Travel business has an intermediate position, is the bridge betweensupply and demand in tourism, in order to promote domestic tourism andinternational tourism Business mainly in the field of organization,construction, sale and implementation of package tourism programs fortourists In addition, travel agencies can conduct intermediary activities forthe sale of travel suppliers 'products or undertake general business activities toensure the service of tourists' needs

Currently, there are many businesses operating in the tourism sector,thus in order to improve business efficiency and enhance the process ofparticipating in regional and international business system integration, travelcompanies Vietnam in general and One Team Global tourism and tradelimited liability company in particular are forced to improve the quality oftheir tourism Because in the current trend of tourism development, productquality is the decisive factor for the existence and development of thecompany That is why I decided to choose the topic: "An Investigation intothe Real Situation and Some Solutions to Improving the Quality of TravelPrograms of OTG Trade and Tourism Co., Ltd "

1.2 Aims and objective

 Aims

The study aims to focus on the quality of the tour program at OTGTravel and how to improve the quality of the tour program

The purpose of this study is carrying out objectives as follows:

- Investigate in detail the entire process of tour program quality at OTGTravel

-Find out strengths, weaknesses, opportunities and threats in qualitytravel

- Proposing some solutions to improve the quality of tourism

1.3 Scope of the Study:

The topic focuses on researching issues surrounding the construction,sale and implementation of package tourism programs at the company.Thereby proposing a number of solutions to improve the quality of tourismprograms

1.4 Methods of the Study:

In my research, we use several methods to support our work

- Firstly, we use the method of collecting information from thedepartmental managers of the company and the method of analysis andevaluation to understand the information

- Second, we get more insights and ideas about OTG Travel by using thecompany's method of observing and interviewing employees and customers

1.5 Organization of the Study

This study is divided into five chapter:

Chapter 1: Introduction

Chapter 2: Theoretical background

Chapter 3: Case Description

Chapter 4: Analysis and evaluation

Chapter 5: Difficulties and solutions

Chapter 6: Conclusions and suggestions

CHAPTER 2: THEORETICAL BACKGROUND 2.1 Travel business

2.1.1 Definitions:

Travel business is the conduct of market research activities,establishment of tourism programs, advertising and selling of these programs,organizing the implementation of programs and tour guides

2.1.2 Role:

- Large tour operators, with a wide range of technical facilities fromairlines to hotel chains, the banking system ensures to serve all the travelneeds of customers from first to last

- Organize intermediary activities to sell and sell products of serviceproviders, shorten or close the gap between tourists and tourism businesses

- Organize full tourism programs These packages and programs aim tolink tourism products such as transportation, sightseeing accommodation,entertainment and entertainment into one perfect, unified product that meetsthe needs of customers

2.2 Tourism program

2.2.1 Definition:

Tourism program is a typical product of a travel business Howeverstemming from different perspectives that have different perspectives on thetour program Here are some key definitions:

- According to the UK Travelers Association and according to theEuropean Union: The Tourism Program is a pre-arranged combination of atleast two of the accommodation services, services generated by trafficservices entries must be sold in increments and the program durationexceeding 24 hours

- According to author David Wright in the book Travel Business Advice

”: The tourism program is the services represented in the usual travel routesincluding transport services, territory or country These services must be fullysubscribed or contracted before the services are performed

- According to the Vietnam National Administration of Tourism in

"travel management regulations”

+Tour program is the itinerary of a tour including itinerary each session,each day, hotel accommodation, type of transportation, price of the trip andfree services

+ On the basis of inheriting the definitions of the tourism program Dr.Nguyen Van Manh and Pham Hong Chuong has defined the tourism program

in his Curriculum of Travel Business

+ Administration as follows: A tourism program is a set of services andgoods that are pre-arranged, linked together, to satisfy each other satisfy atleast two different needs in the tourism consumption process of guests at apredetermined gross price and pre-consumption version of the tourist

- This definition draws the following characteristics of the travelprogram:

• The travel program is a guide to the implementation of pre-orderedservices, satisfying the travel needs of people

• In the travel program must have at least two services and consumption

is arranged in a certain order of time and space

• The price of the program is the gross price of the services included inthe program

2.2.2 Tourism program classification

2.2.2.1 Based on the arising origin:

+ Active tourism program: The travel business does market research todevelop a program that fixes the implementation date, organizes advertising,and sells - performs

+ Passive tourism program: Visitors come to the travel agencythemselves, to set out their requests and aspirations On that basis, the tourcompany built the program Hai up to negotiate and execute after reachingunanimity The travel programs of this type are often less risky, but thenumber of visitors is very small, the company is passive in the organization + Combination tourism program: Is the integration of the two abovetypes Travel companies actively research the market, develop travelprograms, but do not set a date for them Through promotional activities,advertising, tourists (or sending companies) will find the company On thebasis of available travel programs, the two parties come to an agreement andthen implement the program

2.2.2.2 Based on the price

- Package tour program: offered for sale at a gross price, combining allservices and goods arising in the trip - is the main type of tour program of thetravel business

- Tourist program with basic prices: There are prices of some basic services:transportation, accommodation

- Travel program with buffet price: for guests to choose services withdifferent levels of service quality at different prices

2.2.2.3: Based on the content of the trip

- Program for convalescence, entertainment, sightseeing and treatment

- Tourist thematic program: culture, history

- Religion and belief tour program

- Sports travel program, explore, adventure

- Ecotourism program

- Special travel programs, such as old battlefield visits for veterans

2.2.2.4 Based on some other criteria

- Individual tour program and group tour program

- Long-term tours and short-term tours

- Travel program by means of transport

2.3 Characteristics of the tour program

The tourism program is a service, so it is of the nature of the product andservice, including:

+ Intangibility: Uncheckable tasting, weighing, measuring, unable to check inadvance When buying is like buying a specific commodity product For acertain good, we can measure it by consuming it As for the service, itsquality is difficult to measure because it depends on the perceptions of eachcustomer because the customer is not the same, so the perception is different.+ Heterogeneity: goods are manufactured before selling, while products andservices are created with the participation of customers When there arevisitors, new travel programs are introduced and not every time a travelcompany provides an equal level of service

+ The non-storage or rework: Due to the product and service being createdand consumed at the same time, the services in the program cannot be stored

or reworked, trialed, error in the product creation process Service can lead toserious consequences that make customers lose confidence in the servicesystem of the program Product design must comply with customerrequirements, meet that requirement in the best way

+ Seasonality: Tourism depends on natural conditions and resources but hasits own tourist season because the majority of marine tourism is in summer.

So the program design only has to depend on that seasonal factor

+ Difficulty to sell: As a result of the above characteristics In addition, eachcustomer has different preferences and habits to measure the geographicaldifference, the influence of different cultures on their lifestyle, the difference

in psychology and the physiology, the experience of using used manytimes So they have different requirements, quality assessment Therefore,service providers must provide a service suitable for each type of customer inorder to meet the highest needs of customers

2.4: The process of developing tourism programs

2.4.1: Process of developing package tourism programs

-Tourism programs to be built to ensure that the principal requirements asfeasible, consistent with the needs of the market and meet the objectives ofthe tour operators, charismatic promote tourists make a decision to buy aprogram To achieve these requirements, the travel program is built according

to the process includes the following steps such as research market needs,studying responsiveness, determine the capabilities and position of touroperators, develop tourism program goals and ideas, a basic itinerary,transport options, accommodation and dining options, tourism program rules,and determine the cost and selling price of the program

- It should be noted that not every time a package tourism program is built, all

of the aforementioned steps must be followed An experienced programmermust have sufficient knowledge of tourism supply and demand, a thoroughunderstanding of the needs, interests, and tastes of tourists, capable ofdiscovering new forms of tourism with unique content on the basis of

knowledge of resources and tourism businesses Within this section, some keysteps are covered.

2.4.2 The relationship between the needs of tourists and the content of tourism programs

- The needs of tourists are the purpose of the guest trip, and the ability tospend in tourism of visitors, usage habits, aesthetic tastes and requirementsfor the quality of transportation and accommodation services This depends

on the characteristics of the economic, social, lifestyle, and consumer habits

of tourists in each target market

- Regarding targets for tourism, there is a big difference in the amount of timebetween busy business travelers and pure tourists is the main time for rest,relaxation and enjoyment, frequency of travel, the average time for a trip,favorite destinations, and so on

- As regards the relationship between the content of tourism consumption andthe tourism program, the routes in the program must serve the purpose oftraveling, the actual length of the program should not exceed the periodavailable for tourist guest, time began to use free time affect decisions trip atthe time of the design, the price must be compatible with the solvency of themajority of customers and the number of, the structure of service categoriesmust be consistent with the requirements, quality and consumption habits ofcustomers

2.4.3 Investigate the relationship between responsiveness and tourism program content

- People often use many factors such as the true value of tourism resources, itsreputation and reputation, the conformity of the value of tourism resources for

the tourism program, travel conditions, security, and social and naturalenvironment of the area with tourism resources

- When developing transport options, the influencing factors to consider isthat the distance between the tourist destinations, the time in the program, themeans of transportation on those routes, the speed of transport, the quality ofthe transportation, and price

- The decision to choose the hotel is based on the following factors: theposition and rank of the hotel, the quality of service, the price, the relationshipbetween the travel company and the hotel Additionally, entertainmentactivities, sightseeing must contribute to the richness and attractiveness of theprogram

2.4.4: Some points to pay attention to when developing travel programs

When developing a tourism program, the following principal principles must

be paid attention to

The program must have a reasonable execution speed Activities should not

be too much, causing fatigue except when required, the travel must besuitable for the psychological and physiological endurance of each type oftraveler and need appropriate rest time Diversifying the type of activity,enhance the consumer experience in service, and avoid the monotony feelsboring for tourists Besides, the staff pays attention to the first receptionactivities and the guest off activities when the program ends

As regards the activities in the evenings in the program, under allowableconditions, it is possible to offer optional programs for visitors There aremany methods to build and "install" custom programs During a period of theprogram, guests can choose one of the organized programs, for example,

visiting the temple, going to the market or watching art performances, etc Ingeneral, elective programs are usually included in the package price of thewhole program However, there are also elective programs that are separatefrom the content according to the purchased program Tourists who buy thesebuffet programs automatically have extended their travel time.

There must be a balance between the time and financial capacity of the guestswith the content and quality of the program, ensuring the harmony betweenthe business purpose of the company and the tourist's requirements Oneitinerary complete when reading out travelers who might feel attractedattractive and reassuring to every detail even the smallest also be considered

to ensure the success of the trip

2.4.5 Organize the tourism program implementation

2.4.5.1 Stage 1: Agreement with tourists

This phase starts from the time the company organizes the village until thetravel program is agreed upon on everything between the participating parties

In case the tour operator receives passengers from a passenger or sales agent,the jobs include:

- Receive guest notifications or requests from client companies or copydealers Guest notification is sent to Mar room and must include the followinginformation:

+ Number of guests

+ Nationality of the delegation

+ Time and place of entry and exit

+ Tour and tour program

+ Some requirements for guide, car, hotel

+ Form of payment

+ List of delegations

- Agreement with the guest or the sending company to get the agreement onthe travel program and price In reality a lot of situations happen, for example:+ Guests fully accept the program and the price built by the tour operator+ Guests request to change some points in the program such as time,attractions, fake level

-In any event, the tour operator must notify the guest or the sending company

of its response Usually at the tour company, Mar department directly contactand have the right to decide on agreements with guests and the sendingcompany

2.4.5.2 Stage 2: Prepare for implementation.

Including jobs:

- Develop detailed program: On the basis of informing customers of theMarketing department, the tour operator in detail with full contents ofactivities as well as locations

- Prepare services including booking and dining newspaper for guests athotels When announcing to the hotel, it is necessary to clarify the request forthe number of rooms, room type, number of guests, length of stay at the hotel,meals The hotel must respond to the request of the travel company Inaddition, the operating room should carry out the following preparations:

 Booking air tickets for passengers (if any): It is possible to makereservations and buy tickets through airline ticketing agents or on thebasis of contracts with airlines in advance to make sure there's room

 Buy train tickets (railway) for guests

 Transfer or rent that car

 Buy tickets to visit

 Subscription of entertainment shows

 Dispatch and assign tasks to the tour guide Together with the guide,the tour guide is assigned properly according to the requirements ofeach program.

2.4.5.3 Stage 3: Implementation of tourism programs

- During this period, the main work is that of tour guides and serviceproviders in the program The main tasks of the operating department include:+ Organizing solemn welcome activities

For important delegations, operation is almost inevitable However, it isnecessary to satisfy two requirements: polite, luxurious but economical.Usually the director or company leaders congratulate guests, give gifts + Monitoring and checking to ensure that services are fully provided with theright types and quality in a timely manner, to prevent undercut or change ofservices in the tour program

+ Handling in time unusual situations that may occur such as tripleslowdown, change in passenger group, loss of luggage In all cases, payattention to the legitimate interests of visitors, ensure international contracts

or practices must be followed

+ Can regularly request tour guides to report on the program implementation

2.4.5.4 Stage 4: Activities after ending the tour

+ Organize the party to see off guests

+ Consult with tourists

+ The tour guide's reports

+ Handling of outstanding work, to be resolved after the program

+ Pay with the customer service company and the supplier in the program + Transfer accounting

2.5 Activities of tour guide

Activities of tour operators are carried out through tour guides, includingwelcoming, serving, guiding and helping tourists to solve all problems arising

in the travel process All of these activities are intended to satisfy their needsand aspirations on the basis of planned or planned travel contracts orprograms, agreed and signed during the entire period of the implementation.The tour program, the tour guide is almost the only representative of the tourcompany to contact with tourists, directly accompanying the group Inaddition, the tour guide also has to provide a lot of services such as guideinformation, organization, Therefore, the tour guide has an important role inthe quality of the travel company products To have a good team of guides isalways a top concern of travel companies Activities of the guide are verydiverse and rich, depending on many factors such as the content, nature of theprogram, audience, implementation conditions as well as the quality andability of the guides In short, the tour guide's operating process whenimplementing travel programs includes the following jobs:

- Prepare for the tour

- Welcome guests

- Guide and serve guests at the hotel

- Guide on the go, in sights

- Handling unusual cases

- Practice guests

- The tour guide's work after seeing off guests

In the modern travel business, for large groups of tourists traveling abroadtravel companies often employ an employee (or a business agent, even a long-term traveler) take the role of team leader The team leader is mainlyresponsible for monitoring and managing tourists and supervising the

implementation of tourism programs In terms of organizational skills, teamleaders are almost identical to guides The main difference is that the tourguide is responsible for guiding the tour, providing information so thattourists can feel the cultural and spiritual values, and the popular model is thatthe tour company sends guests the tour leader and the tour company acceptthe guest to be responsible for the tour guide To save costs, in many cases,delegations only have one guide, performing the responsibility of the teamleader.

2.6 Quality of tourism program

2.6.1 Definition

Regarding the production, quality tourism programs are the relevance of thedesign features that considering functionality and method of using theprogram and also the extent to which programs achieve than with its originaldesign

As regards the perspective of consumers, the quality of a travel program is itssuitability to the travel consumer 's requirements or the quality of a travelprogram is the satisfaction level of a given tourism program for a specifictourism motive It is an expression of the satisfaction level of guests when

participating in a trip to a certain tourism program

2.6.2 Tour program quality concept (Tour)

- The tourism program product is a general service On the basis of servicecharacteristics to define the content of the concept of the tourism programquality Here, we will consider this concept on two angles:

+ From the manufacturer's point of view (tour operators): The quality of thetour program is the appropriateness of the design features compared to the

function and method of using the program, and also the level of the degree towhich the program is actually achieved compared to its original design.

+ From the general consumer's point of view (travellers): the quality of thetourism program is its suitability level for the requirements of the touristconsumer or the quality of the tour program is the satisfaction level of theprogram A particular travel for a particular travel motive is an expression ofthe satisfaction level of visitors when participating in the trip of a particulartravel program

- Thus, from the new point of view to give more attention to customers, thequality of a travel program is the ability to meet the expectations of visitors.The higher the likelihood, the higher the quality of the program, and viceversa

2.6.3 Factors affecting the quality of tourism programs

2.6.3.1 Group of elements inside

- This group of factors depends on the capabilities and qualifications of thetravel business of the business This group includes the following elements:implementation staff, managers and operators, management methods,technological processes, business equipment, which are inherent elements ofthe business itself These factors have a positive impact on the quality of thetourism program Here we look at each of the factors to see their impact onthe quality of the tourism program:

 Staff implementation

This team includes: Marketing staff, operating staff, tour guides, They play

an important role in determining the quality of the travel program It can besaid that they are the ones who directly create the product and the quality ofthe tourism program because as we know the quality of the tourism program

is only assessed during the implementation That requires these employees tohave high professional qualifications, special flexibility to have a passion forthe job, and a positive attitude while performing, a good communicationability For example, if a tour program is run by a hot-tempered, gruff guide,the satisfaction of guests' expectations for that tour is not possible eventhough the tour program how perfectly organized that is At that time wecould not say the quality of that program was good Thus, in order for thequality of tourism programs to be good, businesses must have a good team ofemployees.

 Technical facilities

This is the basic foundation for creating travel programs Technical facilitiesare part of the tourism product of a travel business So a travel business withtechnical facilities will be of great help to improve the quality of tourism

programs In the present era, technical facilities have had a great influence onthe quality of tourism programs.

 Technological process

Creating a travel program depends heavily on the technological process thatcreated it Only a well-executed technological process can create a goodquality travel program that can create products that are quality competitive fortourism products other business Process technology is the technical businessthrough which the designer of the travel program can calculate and arrange tocreate a perfect travel program Without it it would be all a mess and a messand like that wouldn't have a good travel program

2.6.3.2 Group of external factors

 Tourists

In travel programs, tourists are not only buyers, they are also involved in theproduct creation process So product quality depends on their subjectiveperception It is essential that the tour program is tailored to the expectations

of the majority of tourists They are the ones who directly check, monitor andevaluate the quality of the travel program, not the program designer On theother hand, their assessment is completely dependent on their own personalcharacteristics: gender, needs, income, age, customs This factor has a greatinfluence on quality the program, it is the real factor that determines whether

a travel program is of good quality or not

 Service Provider

A travel program is a product made up of many factors in which the serviceprovider plays an important role In order to have a design that suits the needsand wants of the visitor, the designer will have to rely heavily on the serviceprovider Travel programs are of high quality when we have a large number

of diverse and plentiful suppliers If the number of suppliers is small and there

is a lack of variety, the tour program will become poor and boring and thequality of the program will not meet the needs of the guests and cannot begood Another thing that needs to be mentioned is each relationship betweentour operators and service providers The better the relationship, the higherthe availability and the supplier will create all the favorable conditions for thetourism program to be implemented in a good way.

 Travel agency

Play a fundamental role in the quality of travel products Visitors' perceptions

of the product are usually first held at travel agencies That “first impression”

is important throughout the quality assessment process With theirintermediary role, travel agents are often the ones who receive and supplytourists for travel agencies If they have a good awareness and enthusiasm intheir activities, they may create a good image of the travel agency's travelprogram

 Economic, social and environmental infrastructure

As we know tourism product is a combination of all the factors to satisfy theneeds of customers And economic, social and environmental infrastructurewill also become factors that greatly affect the quality of tourism programs Atour program to a certain tourist destination, where technical facilities areoutdated, inadequate, traffic is poor, political security is unstable,environment is polluted, landscapes destroyed, it cannot be a high quality,attractive travel program

2.7 Managing the quality of the tourism program

The quality management of the tourism program is a system ofadministrative, economic and technical measures and regulations in order

to most effectively use all potentials of the business, ensuring and graduallyimproving product quality, design and implementation quality to satisfy the

best of the needs of tourists with the lowest cost and maximum profit for thebusiness Through the above definition we can see the following two basiccharacteristics:

- First: Quality management is a continuous process, carried out throughoutthe product's life cycle from construction design to program use Theresponsibility of the travel agency not only stops at selling products but alsofollows until the end of the trip

- Second: Quality management is a synchronous system of preventivemeasures that the system is carried out by human factors Qualitymanagement is the responsibility of all employees from the executivemanagement to the implementation of the program as well as of the servicedelivery programs

2.8 The system of criteria for evaluating the quality of the tourism program

The tourism program quality criteria system is the set of importantcharacteristics of the key actors involved in the creation and implementation

of a tourism program in an overall and compatible relationship with visitorexpectations tourism on the target market Therefore, to evaluate the quality

of our tourism program based on the following criteria:

2.8.1 Convenience standard

This criterion reflects the ease and savings of time, energy and money fromthe creation of the need to purchase a travel program until the travel program

is made and the return home This standard is shown in the content:

- Administrative procedures, relevant papers

- Information is provided fully, clearly, regularly and promptly

- High flexibility of tour

- Easy and low cost when the situation occurs

- Payment method, credit capacity

2.8.2 Comfort standards

- This standard reflects the physical and mental comfort in the consumption

of the services and goods that constitute a travel program

- This standard is shown in the content:

+ The modernity of the means, technical facilities and facilities that createthe service through its own economic and technical criteria

+ The aesthetics of the means and technical facilities

+ The completeness, abundance and diversity of the quantity and quality ofthe service

+ Calculated to be served promptly and accurately according to customerrequirements

2.8.3 Hygienic standards

- This standard reflects the clean, fresh requirements of the environment ingeneral and the cleanliness of each service in particular during the tour of theguests

- This standard is shown in the content:

+ The common environment in the tourist destination: green, clean, beautiful,orderly, fresh air, light, sound, water sources, food, food, waste sources,prevention and prevention infectious diseases

+ The separate environment for each service: personal hygiene for workers,cleaning inside and outside service providers, cleaning equipment, cleaningmaterials for creating services and goods, hygiene process, creating services,and the process of bringing services and goods to the final consumer

2.8.4 Standards of courtesy and thoughtfulness

- This standard reflects on the one hand the demand for hospitality by tourists

in the process of buying, consuming and after consuming tours, on the other

hand reflects the distinctive characteristics of tourism production andconsumption.

- This standard is expressed in the following contents:

+ Traditional hospitality of the tourist destination

+ Caring for customers from when they buy a travel program until after theyconsume the translation program

+ The plans and measures ready to serve errors, if any

- This standard is shown in the content:

+ Social, economic and political stability

Security order and discipline, standards, behavioral rules in the process ofconsuming tourism products

+ Laws to protect tourism consumers

-> The above system of standards is shown simultaneously and synchronously

in each service constituting the translation program Therefore, whenevaluating the quality of a travel program, it is necessary to evaluate theservice quality of each subject in turn This quality evaluation criteria system

is considered simultaneously in all three components: tourism resources,technical facilities and people

2.9 The meaning of improving the quality of tourism programs

The above are general arguments about the quality of tourism programs That

is the basis for reviewing and then offering solutions to improve the quality oftourism programs at One Tean Global Trade and Travel Co., Ltd The

meaning of improving the quality of the tourism program is for the purpose ofsatisfying the maximum needs of tourists so that maximum profits can beobtained That is the most important meaning of improving the quality oftourism programs.

In addition, improving the quality of the tourism program is also meaningful

in creating an image of a "rich and beautiful Vietnam" in order to improve thecompetitiveness of Vietnam's tourism industry to the region and the world Research on improving the quality of travel programs also helps the travelbusiness to have a correct understanding of the industry they are pursuing.Helping to see directions and solutions to accomplish the goals that you set.Improving the quality of the tourism program means helping the tourismenvironment be raised, protected and developed in a sustainable way It isalso vital to the company's existence and development More than ever,product quality has always been the goal of travel businesses and tourists The above are general arguments about the quality of tourism programs It isthe basis, the foundation to help us orient the goal to be achieved is the

"guideline" to help us find ways to improve the quality of tourism programs.Effective measures to solve the quality of the tourism program, reasoningalone is not enough The important thing here is to learn the practice because

as Marx said "practice creates truth." Having research and analyzing practicalactivities, we can come up with the most comprehensive solutions, close tothe set target

CHAPTER 3: CASE DESCRIPTION 3.1 Company overvier

3.1.1: History begin

- OTG TRAVEL Joint Stock Company is one of the first 3 travelcompanies in Vietnam established in 1975 The company fully meets theconditions for business registration in accordance with the current law and hasthe Department of Planning and Investment granted a business registrationlicense with tax code 0401957396 and started its operation As of 26/02/2019,renamed as One Team Global Travel and Trade Company Limited Thecompany specializes in business in tourism services: accommodation,transportation, travel, organizing to service domestic and internationalguests

- The legal representative of One Team Global Trade and Tourism Co.,Ltd is Nguyen Thi Kim Lien - is the individual representing the business toexercise rights and perform the arising from transactions of enterprises,representing enterprises as plaintiffs, defendants, persons with relatedinterests and obligations before arbitration, courts and other rights andobligations as prescribed by law

- Business name: One Team Global Trade and Tourism CompanyLimited

- Short name: OTG TRAVEL

- Tax code: 0401957396

- Date of issue: February 26, 2019

- Director: Nguyen Thi Kim Lien

- Address of head office: 130/40 Dien Bien Phu, Thanh Khe ward, DaNang city

- Organization for tourists

- Exploiting advertisements to provide information to tourists

- Provide other intermediary services such as Visa, air tickets, car rental

3.2.2: The company's mission

- Conduct market surveys and research to build and sell tourism products

- Trading in tourist programs for international and domestic visitors Especially organizations for foreigners residing in Vietnam, Vietnamese style

to visit hometown to visit tourism, organizations for people Vietnam to travelabroad

- Organize shuttle activities, guide tourists in accordance withregulations