NN GRADUATION AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO ATTRACTING INTERNATIONAL TOURISTS TO NON NUOC VIET TRAVEL COMPANY

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS
VAN THI THUY

AN INVESTIGATION INTO THE REAL
SITUATION AND SOME SOLUTIONS TO
ATTRACTING INTERNATIONAL TOURISTS
TO NON NUOC VIET TRAVEL COMPANY

Major

: English for Tourism

Code

: 702

SUPERVISOR: NGUYEN THI DIEU TRAM, M.A

DA NANG – May 2021
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ACKNOWLEDGEMENTS
This graduation paper could not be finished without the invaluable
help, advice, and encouragement of many people that have contributed to my
success.
First of all, I would like to express my deepest gratitude to Ms. Nguyen
Thi Dieu Tram, who has delicated her to guiding me throughout the time I
wrote the training report. She is very busy with teaching and preparing
learning materials for students, but she still spends time checking and
correcting all the mistakes in my graduation paper.
Besides, I am very grateful to the leaders of Duy Tan University, and
the English teachers who have given me a great environment to study and
improve my knowledge, and with the attention, teaching, thoughtful
instruction of the teachers, so far I have been able to complete the project.
In addition, I also sincerely thank to the direction of the Company
Management board and the enthusiastic help of the management and staff
who have provided me with valuable information and instructions for my
project to be completed.
Finally, given the limited time and experience of a student, this project
cannot avoid shortcomings. I look forward to receiving the mentoring and
comments of the teachers so that I can supplement, raise my awareness, better
serve the actual work later.
Da Nang, May, 2021
Van Thi Thuy

Student: Van Thi Thuy

Code: 23203211935

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STATEMENT OF AUTHORSHIP

Except where reference is made in the text of the thesis, this thesis
contains no material published elsewhere or extracted in the whole or in part
from a thesis by which I have qualified for or been awarded another degree or
diploma.
No other person’s work has been used without due acknowledgment in
the thesis.
This thesis has not been submitted for the award of any degree or
diploma in any other tertiary institution.
Danang, May 5th, 2021

Van Thi Thuy

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ABSTRACT

In this graduation article, I would like to investigate the tourism sector of
Vietnam in general and the Non Nuoc Viet travel tourism company in particular,
and at the same time offer some solutions to improve Non Nuoc Viet travel
company.
This graduation paper state why I selected this topic, presents some
concepts of travel, analysis, and evaluation of travel programs, room rates, ... and
I have come up with some solutions which benefit the company to help attract
international visitors and contribute to the growth of tourism.

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TABLE OF CONTENTS

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LIST OF TABLES AND FIGURES

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CHAPTER 1: INTRODUCTION
1.1.

Rationale
Today, tourism has become a necessity for many social classes of each
country. According to the trend of international tourism development, many
countries have put tourism development in one of the top important positions
and have achieved many successes. "Smoke-free industry" is increasingly
asserting its important position in the national economy.
Along with the general development of the country, Vietnam's tourism
is flourishing. Vietnam is known as a "safe and friendly destination."
Therefore, in recent years, Vietnamese tourism has attracted a lot of

international tourist markets.
The people are easygoing, friendly, comfortable, they are not too
demanding and strict with the services when traveling and their spending
level compared to international visitors to Vietnam is quite high. The number
of international tourists entering Vietnam has always grown rapidly and
steadily in recent years..
Facing the increasing demand of the international tourist market in
Vietnam, the graduation thesis with the topic " AN INVESTIGATION INTO
THE REAL SITUATION AND SOME SOLUTIONS TO ATTRACTING
INTERNATIONAL TOURISTS

TO

NON

NUOC

VIET

TRAVEL

COMPANY", I would like to present some concepts of tourism, outline the
current situation and offer some solutions to the company attracts tourists.
1.2.

Aims and Objectives
 To clarify some definitions, and theories about tourism, tourists, tourist

attraction.
 To assess the current situation of tourists in the city and Non Nuoc Viet

travel company.
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 To propose solutions to improving service quality.

Scope of the Study

1.3.

This investigation focuses only on discussing issues related to the real
situation and some solutions to attracting tourists at Non Nuoc Viet travel
company.
Methods of the Study

1.4.

To do this topic, I used several methods:
-

Analytical method: analyzing a situation and propose some appropriate

-

measures to overcome it.
Qualitative research: collecting, analyzing, and interpreting the data provided
by the company.

1.5.

Organization of the Study
In addition to the introduction, conclusion, table of contents, and
reference headings, the theme layout consists of 6 parts:
 Chapter 1: An introduction of the topic: rationale, aims and objectives, scope

of the study, methods of the study, and organization of the study.
 Chapter 2: Giving some definitions of tourist, tourism and basic theory of
attracting tourists.
 Chapter 3 : Introducting of company, organizational structure and overview of
service quality of company.
 Chapter 4: Analyzing and evaluating tourists coming to Da Nang city and Non
Nuoc Viet Travel company.
 Chapter 5: Pointing out some difficulties and solutions at Non Nuoc
Viet travel company.
 Chapter 6: Giving some conclusions and solutions.

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CHAPTER 2: THEORETICAL BACKGROUND
2.1.
2.1.1.

Definition of terms
Tourism
Tourism is the generic term used to cover both demand and supply that
has been adopted in a variety of forms and used throughout the world.
Tourism essentially refers to the activities undertaken by visitors, also
known as the visitor economy. The tourism industry encompasses all activity
that takes place within the visitor economy.
This includes activities that are directly related to the tourist, such as
staying in a hotel, ordering a meal or visiting a tourist attraction. It also
includes indirect activities, such as the transport company which delivers the
food to the restaurant in which the tourist eats or the laundry company that
has a contract with the hotel for cleaning bed sheets.
According to the World Tourism Organization: Tourism includes all
activities of temporary travelers for the purpose of visiting, exploring and
exploring, experiencing or for the purpose of rest, recreation, relaxation as
well as practice and other purposes for an uninterrupted period of time but not
more than one year outside of a settlement habitat but excluding travels whose
primary purpose is to earn money.
It is largely due to the indirect contributions to tourism, that defining
and measuring the tourism industry is so difficult.
Tourism comes in many different shapes and sizes and there are many

different types of tourism. There is mass tourism, niche tourism and special
interest tourism. There is domestic tourism and international tourism. There is
inbound tourism and outbound tourism. [1]

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From a changing visitor's perspective: Travel is one of the forms of
temporary movement from one region to another, from one country to another
without changing residence or WorkplaceTourist
There have been many different concepts of tourists, the first definition
appearing in the late eighteenth century in France, under which the tourist is
the one making a great journey "Faire le grand tour". The big journey is the
one from Paris to the Southeast.
Tourism is a form of residential activity in free time associated with the
movement and temporary stay outside of the regular residence in order to rest,
heal, and develop physical and spiritually, raising the level of cultural or
sporting awareness associated with the consumption of natural, economic and
cultural values.
The British economist Odgilvi asserted: A person considered a tourist
must satisfy two conditions: Must be away from home for less than a year and
have to spend money saved elsewhere.

2.1.2.

Tourist
Tourist means a person traveling or combining traveling, except in the
case of going to school or working to receive income at the destination.
There have been many different concepts of tourists, the first definition
appearing in the late eighteenth century in France, under which the tourist is
the one making a great journey "Faire le grand tour". The big journey is the
one from Paris to the Southeast.
In the early twentieth century, Lozef Stander, an Austrian economist,
said that: Tourists are luxury guests who stay at will, in addition to regular
residence to satisfy high-end living needs without pursuing. economic
purposes.

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According to the British economist Odgilvi: “The tourist is the type of
visitor away from home for a certain period of time, spending the money they
save”
The international association has defined: “An international tourist is a
person who stays for at least one night but for no more than one year in a

country other than the country of permanent residence, an international tourist
can visit. for different reasons but there is no salary at the destination”
The British economist Odgilvi asserted: A person considered a tourist
must satisfy two conditions: Must be away from home for less than a year and
have to spend money saved elsewhere. [2]
In the Ordinance on Tourism of Vietnam defined: “A tourist is a person
traveling or combined traveling, except for schooling, working or practicing
to receive income at destination”.
There are two types of tourists:
- Domestic tourists.
- International tourists.
Thus, it can be seen that tourists are people from other places coming
with their free time, with the aim of satisfying at destination, improving
understanding, restoring health, building or enhancing children's affection.
people, relaxing or expressing themselves with the consumption of spiritual,
material values, and services provided by the site's property.
2.1.2.1.

Domestic tourists
Pursuant to Clause 2, Article 3 and Article 10 of the 2017 Law on
Tourism, there are provisions on the concept and classification of tourists as
follows: Tourist means a person traveling or combining traveling, except in
the case of going to school or working to receive income at the destination.
Accordingly, tourists include: domestic tourists, international tourists to
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Vietnam and tourists abroad. Specifically, these types of tourists are defined
as follows:
Domestic tourists are Vietnamese citizens, foreigners residing in
Vietnam and traveling within the territory of Vietnam.
Due to a long stay in a country, domestic tourists will be more familiar
with the language, laws, customs, topography, etc. in their destination as well
as understand the cultural context. Characteristics of domestic tourists
include: not feeling unfamiliar with the language, climate, geography,
guides,... as well as being more demanding in terms of service quality due to
being familiar with the regional characteristics.
It is understandable: domestic tourists are those who go out of their
regular habitats to another place in the country for less than 12 consecutive
months and the main purpose of the trip to visit. entertainment, leisure, or
other purposes other than conducting income-generating activities and making
a living in the destination. [3]
2.1.2.2. International tourists

An international tourist is a person leaving the country in which he /
she is living for at least 24 hours and for not more than 12 consecutive months
with the purpose of not working to receive income at the destination.
As customers from different countries, with different languages and
cultural characteristics, with high income. [4]
2.1.3.

Tour operator

2.1.3.1. Definition of tour operator

Tour operator (abbreviated as T.O), or travel agency, is a business unit
specializing in arranging individual travel services into a complete tourism
product for sale to tourists.
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In other words, T.O is a special type of business, mainly in the field of
organizing, building, selling and implementing package tourism programs for
tourists.
A tour operator controls, books and devises the whole trip. They create
a package holiday by combining all elements such as hotel, airport transfers,
activities, restaurants, tours and such like. A tour may not include all of these
elements, the list is purely an example. [5]
Any person who Ecotourisms to a country other than that in which
she/he has his/her usual residence but outside his/her usual environment for a
period not exceeding 12 months and whose main purpose of visit is other than
the exercise of an activity remunerated from with the country visited, and who
stay at least one night in a collective or private accommodation in the country
visited.
2.1.3.2. Classification of tour operators

Each country has a classification in accordance with the actual
conditions of tourism activities there. Usually people rely on the following
criteria to categorize a tour operator:
- Main tourism products of tour operators.
- The main scope of operation of the tour operator.
- The size and method of operation of the tour operator.
- The relationship of the tour operator with tourists.
- Regulations of tourism management agencies.
In Vietnam, based on the scope of operation of the enterprise, tour
operators are divided into two categories: international tour operators and
domestic travel enterprises.

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In which, international tour operators are allowed to operate in both the
international and domestic markets, with domestic travel enterprises only
allowed to do business in the domestic market.
In the world, Japan has a similar classification to Vietnam, including
domestic tour operators, general travel agencies (similar to international tour
operators) and affiliated tour operators who are representatives or branches of

other companies.
2.1.4. Tourism business
2.1.4.1. Definition of tourism business

In terms of nature, tourism business is the relationship between economic
phenomena of activities related to tourism. These activities are based on the
development of tourism products and trade in the market.
With tourism conditions, in order to realize benefits in tourism work, it is
necessary to have a harmonious rhythm between tourism supply and demand.
Another characteristic of the tourism business is that the products and
goods exchanged between two parties provide and require in the tourist
environment not a specific object, what that party is asking for is the feeling,
events. experience, experience or enjoy at the tourist destination.
Therefore, during the exchange of tourism products, we must always pay
attention and care to customers. In the exchange of tourism products and
currency, both parties provide and request to meet and agree with each other.
It can be understood that the tourism product temporarily transfers the
right to use it to the customer, the rest is that the ownership of it remains
within the tourism business. This is the special and special basis of the
tourism business.

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2.1.4.2. Characteristics of tourism business

Tourism service business means the construction, sale and organization of
the implementation of part or the whole of the tour program for tourists. With
this definition, it can be seen that the travel business has the following
characteristics:
- Firstly, the tourism business needs a relatively large amount of capital.
Tourism services are conditional business activities. Accordingly,
enterprises wishing to do travel business must make deposits at banks. The
level of tourism business margin is relatively high. On the other hand, travel
businesses must have links with service providers to meet the needs of
customers. Therefore, when implementing travel programs it is necessary to
make a reservation in advance of an amount for the service provider.
- Secondly, the tourism business is timely.
The tourism business is clearly timely. Tourist activity does not last often,
it depends on the weather, scenery, needs of tourists.
For example, travel activities thrive in summer or holidays. When natural
conditions are favorable, tourists have idle time...
- Thirdly, the tourism business depends on many factors.
Unlike other business sectors, travel business depends on many factors,
such as: tourism resources, natural scenery, time, service providers ... it is
these factors that determine the diversity and abundance of the trip.
- Fourthly, tourism business needs a direct labor force.
The essence of travel is to provide services and travel products that are of
a much direct service nature. Therefore, the labor force requires ingenuity,
courtesy that no machine can replace. The working time is not fixed, it
depends on the time the guest participates in the program. At the same time,
due to the great psychological pressure from customers, the intensity of labor

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is uneven and very stressful. Thus, human resources in the travel business are
very demanding and must be carefully selected. This helps businesses achieve
greater efficiency.
2.1.5.

Tour program
2.1.5.1. Definition of tour program

Tour program is a predefined itinerary of a tour organized by travel
enterprises, which specifies the time of the trip, destination to travel, stops,
accommodation services, and transport services. transfer, other services and
program sale price.
The contents of the tour program to show a detailed schedule of activities
from transportation, accommodation, entertainment,... The price of the trip
includes the prices of most services and goods arising during implementation.
2.1.5.2. Classification of tour programs

Standard 1: Based on the origin, there are three types of active, mobile
and combined travel programs.

- Active travel programs: tour operators actively research the market,
develop tourism programs, hide implementation days, then organize the sale
and implementation of programs, only large tour operators with stable
markets will organize active travel programs due to adventurousness.
- Mobile travel programs: visitors who find themselves at a tour operator
set out their requirements and aspirations. On that basis, the tour operator
builds the program. The two sides conducted the agreement and implemented
it after the agreement was reached. Travel programs of this type are usually
less adventurous but the number of visitors is very small, the company is
mobile in the organization.

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- Combined travel programs: are the harmony of both of the above types.
Tour operators actively research the market, develop tourism programs but do
not set implementation days. through advertising propaganda activities,
tourists will come to the company. On the basis of the available programs, the
two parties proceed to the agreement and then implement the program.
Standard 2: Based on prices with three types of package, basic and
optional travel programs.
- The package price includes most of the services and goods in the

process of implementing the travel program and the price of the program is
the package price. This is the main form of tourism programs organized by
tour operators.
-The basic price travel program includes only some of the main services
of the travel program with simple content. This form is usually sold by
airlines to public-duty travelers. The price only includes airfare, a few
evenings of sleeping at the hotel and taxi fares from the airport to the hotel.
-Travel at a buffet price. With this form, tourists can choose different
levels of service quality at different prices. The quality level is built on the
basis of hotel rankings, dining standards or transportation. Guests can be
selected for each individual component of the program or the tour operator
only offers a choice of different levels of an overall program.
Standard 3: based on the content and purpose of the trip:
- Rest, entertainment and healing tourism program.
- The themed tour program: culture, history, customs.
- Religious and religious tourism programs.
- Sports tours, adventure exploration, mountaineering, scuba diving, to
ethnic minorities.

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- Special Travel Program integrated travel programs are a collection of
categories here.
Standard 4: In addition to the ationed standards, one can also build travel
programs according to the following standards and categories:
- Individual travel and group tours.
- Short and long-term travel programs.
- City tours with cross-country tours.
- Transit tours.
- Travel programs on road vehicles (large umbrellas, carriages,
motorbikes, bicycles) waterways (ships, sailboats ...), aviation, railways.
2.1.6.

Tour guide
Tour guide is a person operating in the tourism service industry, using
selected language to present, introduce and interpret the most accurate
information about places, monuments, legends, and heritages culture and
nature of an area, an area related to the tourist's tourism purposes.
In terms of travel, tour guide is person who implements the signed
content terms, agreements in the travel service supply contract, brings revenue
to the travel business, and provides information related to destinations, tourist
attractions during the journey.

2.2.
2.2.1.

Basic Theory of tourist
Introduction to attracting tourists
Nowadays, the demand for tourism is a lot of people interested. The
society develops, attracts people with this development, the pressure on work
and life is increasing. However, to reduce that pressure, everyone chooses to

travel to relieve it.

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Like some other areas, the tourism industry is also seasonal.
Seasonality is influenced by reasons such as nature, temperature, climate,
holidays, events, and socioeconomic status. And seasonality in the tourism
industry affects revenues, profits, visitor resources and travel company
activities.
Especially the low season, it greatly affects the economic development
of the tourism industry in general and travel agency in particular.
2.2.2.

Characteristics of a attracting tourists
Interests, tastes, and needs of travelers are very diverse, so they need to
conduct a classification of tourism type to satisfy the best choice for visitor’s
needs.
To attract tourists, the travel company should apply and implement a
seasonal pricing policy. Don’t forget to offer promotions, discount policies for
a group of loyal customers, because they are an important factor to bring a
stable source of guests and an effective communication channel for your

company.
Some tourists often like to enjoy a true vacation, so you can approach
and remind tourists of the benefits of off-season travel such as customers will
be comfortable, relax, be less disturbed as the peak tourist season, surely they
will enjoy and care about you.

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CHAPTER 3: CASE DESCRIPTION
3.1.

General information about Non Nuoc Viet Travel company
3.1.1. General information about Non Nuoc Viet Travel company

-

Address

Picture 1: Non Nuoc Viet travel agency.
: 61 Cao Son Phao street, Cam Le District, Da Nang City.

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Phone
Email
Website

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: 0908.249.069
:
:

The company located at No.61 Cao Son Phao Street – Hoa An Ward –
Cam Le District – Da Nang. The company was established to design tours and
organize tours. Non Nuoc Viet Travel company was established on October
29, 2010. More than 10 years of operation, the company has achieved much
success and attraction more customers.
The goal of the company is to meet the needs of tourists and makes them
enjoy their trips. With a team of experienced and highly qualified staff and
guides, the company has made a lot of good impressions on travelers during their
tours and attracted them to come back to the company in the future.
3.1.2. History of establishment of Non Nuoc Viet Trade And Service Travel

Company Limited.
Non Nuoc Viet Travel company is one of the leading enterprises in the
tourism sector due to its positive contributions to the development of the national
tourism industry with many service models such as accommodation, restaurants,
travel, entertainment, commerce, transportation, tourism & hospitality training,
Over the past years, Non Nuoc Viet Travel has diversified its business
lines such as road passenger transportation, local passenger car transportation,
car rental, sports equipment rental, and more. play entertainment.
With the motto "Improving the quality of life", Non Nuoc Viet Travel will
focus on enhancing business efficiency, improving service quality, developing
investment capital to upgrade facilities and develop new products bring
traditional cultural characteristics, enhance the propaganda - promotion marketing to target and potential markets.

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Through the promotion of new products in accommodation, restaurants,
and travel shopping, river and cruise ships. To ensure sustainable growth, Non
Nuoc Viet Travel will actively develop branches in Southeast Asia.
With strong potentials and vision to the future of Vietnam's tourism
industry, Non Nuoc Viet Travel continues to strive to expand its market and

orient Vietnam on a par with Asian tourism.
3.1.3.

Organazational structure of Non Nuoc Viet Travel
GENERAL MANAGER

TOUR OPERATOR
DIRECTOR

INBOUND
DEPARTMENT

OUTBOUND
DEPARTMENT

ENGLISH

CHINESE

VIETNAMESE

KOREAN

SUPPORT
DEPARTMENT

TOURISM
DEPARTMENT

MARKETING

DEPARTMENT

ACCOUNTANTFINACE

JAPANESE

Chart 1: Organizational structure chart of Non Nuoc Viet Travel Co., Ltd

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Duties of Each Department
 Director: Director of the company is Nguyen Huu Duy Vu, who decides the

significant problem of the company such as regulation, strategic vision, and
oriented development.
 Tour Operator Department: This is the department responsible for the
operations of the whole company, running all daily tasks. It performs the
following tasks:
- Responding for the plan and general strategic direction of the company.
- Setting out the company's goals, development direction and strategy.

- Responding for the profitability, development direction and growth of
the restaurant.
- Employing management to ensure best results.
 Inbound department: As one of the last rooms established, however,

the inbound room of Non Nuoc Viet Travel Is becoming one of the key
rooms, playing an important role of the company.
Non Nuoc Viet Travel's domestic tour business plays a role in the
consumption of products from travel service providers (resorts, hotels,
restaurants ...). Not stopping there, inbound rooms are constantly updating the
latest information about tours, destinations, food prices, hotels ... Because of
these, inbound rooms are gradually gaining the "trust" of visitors from all
over the world.
The department is divided into many small groups by language to
work.
Each group is responsible for:
- Booking services including hotel, transportation, restaurant, guided
tour, visa consultation
- Responsibilities for service quality, duration and tour itinerary, tour
results, competitiveness of products
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- Book, confirm and pay for travel arrangements.
- Customer relations, consulting and negotiation of contract signing
- Prepare all the necessary documents so that the tour guide can run the
tour in accordance with the process.
- Sign a contract with a tour provider
- Coordinate with the tournament operator room to solve the problem of
buying and selling tours and taking care of customers in advance - when
performing tours
- Ensure that all services are confirmed and that they link to the program.


Tourism Department: Organizing the exploitation of tourists, selling tourist
programs and tourist service. With a staff of experienced, enthusiastic and
knowledgeable about Tourism, we are ready to provide our customers with
the latest, most attractive and most affordable tour programs.



Maketing Department: Creating a direct bridge between customers and travel
prodructs. These are activities of running Facebook, google, adwords ads,
taking care of fanpage system, email marketing, SMS marketing, and caring
for old customers.



Accountant-Finance: Providing a detailed business plan as well as a financial
plan of the company and checking the inventory of all existing assets of the
company.

3.1.5.

Human resources of the company
Number
1
2
3
4
5
6

Department’s Name
Quantity
General Director
1
Executive Division
1
Accounting Department
1
Sales Department
3
Instruction Department
4
Vehicle Parts
1
Total
11
Table 1: Human resources of Non Nuoc Viet Travel Company
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The Covid-19 virus is extremely complicated, seriously affecting the
company's operation, although it has sought all remedies, the company is
forced to shrink its business. As a result, the company has cut some staff but
overall the number of employees still ensures the company operates normally
to meet the needs of customers despite the unstable domestic and world
tourism industry.
3.1.6. Products and service system
3.1.6.1. Products system

With the trust and support of customers, up to now after 10 years of
establishment and development, Non Nuoc Viet Tourism has successfully
organized thousands of private group tours for businesses, companies,
factories and family groups to rich destinations. Long-term trips bring new
experiences for visitors in destinations, combining teambuilding, gala events
to help members more engaged, understand each other, help businesses firmly
succeed.
Non Nuoc Viet Travel company always puts the interests of customers
first, keeps the prestige, serves professional dedication and constantly
improves and improves the quality and service, affirming the position of the
leading tour provider.
3.1.6.2.

Service system

Non Nuoc Viet Travel cooperates with 3-star, 4-star hotels and famous
restaurants in Da Nang City, Quang Nam, Hue, Nha Trang, Ho Chi Minh City
... in the provinces where the company has organized tours.
With the increasing demand for entertainment and resorts of people, the
trend of using accompanying services, convenient for users will receive

Student: Van Thi Thuy

Code: 23203211935