1. Student's full name: Bui Thanh Huyen 2. Gender: Female
3. Date of birth: September 19, 1976
4. Place of birth: Thai Nguyen
5. Decision No. 3014/2019/QD-XHNV dated July 30, 2019, of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi, recognizing the student.
6. Changes in the training process: extending the training period by 6 months.
7. Thesis title:
"A study on the quality of outbound tour programs offered by several travel agencies in Hanoi"
8. Major: Tourism; Code: 8810101.01
9. Scientific supervisor: Dr. Nguyen Quang Vinh – Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
10. Summary of the thesis results:
This thesis provides an overview of domestic and international studies on service quality. Based on this, the author systematizes theoretical and practical issues regarding the quality of tourism programs (concepts, evaluation of tourism program quality, overview of research models, etc.). Using observation, in-depth interviews, questionnaires, and data processing tools such as SPSS and Excel, the thesis shows that customers rate the quality of outbound tourism programs offered by travel agencies in Hanoi quite well (average rating = 4.01) according to the Likert scale. Analysis reveals that the factor "services abroad" has the highest influence on the quality of outbound tourism programs, followed by "services provided by the Vietnamese side," and finally "program design." The thesis also proposes solutions to improve the quality of outbound tourism programs.
11. Practical applicability: The model for evaluating the quality of outbound tourism programs can be applied to travel businesses.
12. Further research directions: The relationship between the quality of tourism programs,
Customer satisfaction and customer loyalty. A case study of outbound tourists on tours organized by several travel agencies in Hanoi.
13. The published works related to the thesis: none
INFORMATION ON MASTER'S THESIS
1. Full name: Bui Thanh Huyen 2. Sex: Female
3. Date of birth: September 19th, 1976 4. Place of birth: Thai Nguyen
5. Admission decision number: 3014/2019/QD-XHNV; Dated: July 30th, 2019 by the Rector of the University of Social Sciences and Humanities, Hanoi National University
6. Changes in academic process: 06 months extended
7. Official thesis title: “Research on service quality of outbound tour organized by travel companies in Hanoi”.
8. Major: Tourism 9. Code: 8810101.01
10. Supervisors: PhD. Nguyen Quang Vinh - Faculty of Tourism Studies, University of Social sciences and Humanities, Vietnam National University.
11. Summary of the findings of the thesis:
The thesis has reviewed domestic and foreign works on service quality research. On that basis, the author has systematized theoretical and practical issues on tour quality (concepts, evaluating tour quality, overview of research models…). By methods of observation, in-depth interviews, questionnaires... and using data processing tools: SPSS, Excel... the thesis has shown that service quality of outbound tour organized by travel companies in Hanoi is evaluated quite good (GTTB = 4.01, according to the Likert scale) by travelers. The assessment shows that the service quality of outbound tour is impacted by factors, ranging: “service in foreign countries”, “services provided in Vietnam” and “tour design”. The thesis also suggests solutions to improve service quality of outbound tour for travel companies in Hanoi.
12. Practical applicability, if any: Reserch model of tour quality may be applied for outbound tours organized by travel companies.
13. Further research directions, if any: The relationships among tour quality, tour satisfaction and loyalty. The case of outbound travelers of travel companies in Hanoi.
14. Thesis-related publications:
