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

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER
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
SUPERVIOR

: DUONG HUU PHUOC

STUDENT

: NGUYỄN THỊ DIỆU MINH

CLASS

: K23NAD3

STUDENT CODE

: 2320315752

DA NANG, 2021


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ACKNOWLEDGEMENT
In order to complete my graduation paper, I have received a lot of help,
guidance and encouragement from teachers, families and thank you to the
staff 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 from the
beginning to the end thoroughly. I know he is very busy, but he still spends
time checking and correcting all the mistakes in my graduation paper.
Subsequently, I wish to acknowledge the help provided by all teachers of
Faculty of English at Duy Tan University for their precious lessons, devoted
teaching and enthusiastic assistance to me.
Last but not least I would like to express my very great appreciation to my
family, especially my parents, for their support, encouragement and
motivation 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

Student: Nguyen Thi Dieu Minh

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ABSTRACT
The graduation paper begins with investigating

into the travel program

quality of ONE TEAM GLOBAL Travel and Trading Co., Ltd. Currently,
there are many businesses operating in the tourism sector, so the competition
between businesses is fierce. In order to improve business efficiency and
enhance integration into regional and international business systems, Vietnam
travel agencies in general and ONE TEAM GLOBAL Travel and Trade Co.,
Ltd. Particularly, there is no other choice to improve the quality of its tourism
program because in the current trend of development of the tourism industry,
product quality is the decisive factor for existence and development. of the
company . So I decided to choose the topic: "An Investigation into the Real
Situation and Some Solutions to Improving the Quality of Travel Programs of
OTG Trade and Tourism Co., Ltd.." as the subject of my graduation thesis.

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STATEMENT OF AUTHORSHIP
This graduation paper contains no materials published elsewhere, and that to
the best of my knowledge. It does not use either in the whole or in part from a
material previously submitted for degree or diploma in my university, except
where due reference is made in the text.
No other person’s work has been used without acknowledgement in the
graduation paper.
This graduation paper has not been submitted for the award of any degree or
diploma in any other tertiary institution.

Da Nang, May 2021
Nguyen Thi Dieu Minh

Student: Nguyen Thi Dieu Minh

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LIST OF ABBREVIATION
Qty: Quantity
OTG: One Team Global

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LIST OF TABLES

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TABLE OF CONTENTS

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CHAPTER 1. INTRODUCTION
1.1. Rationale
Today, tourism has become an indispensable part of the modern world and it
is a necessary condition for international economic integration. In some
countries 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 between supply and
demand in tourism, in order to promote domestic tourism and international
tourism. Business mainly in the field of organization, construction, sale and
implementation of package tourism programs for tourists. In addition, travel
agencies can conduct intermediary activities for the sale of travel suppliers
'products or undertake general business activities to ensure 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 of participating
in regional and international business system integration, travel companies.
Vietnam in general and One Team Global tourism and trade limited liability
company in particular are forced to improve the quality of their tourism.
Because in the current trend of tourism development, product quality is the
decisive factor for the existence and development of the company. That is
why I decided to choose the topic: "An Investigation into the Real Situation
and Some Solutions to Improving the Quality of Travel Programs of OTG
Trade and Tourism Co., Ltd .."

1.2. Aims and objective
 Aims
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The study aims to focus on the quality of the tour program at OTG Travel
and how to improve the quality of the tour program.
 Objectives
The purpose of this study is carrying out objectives as follows:
- Investigate in detail the entire process of tour program quality at OTG
Travel.
-Find out strengths, weaknesses, opportunities and threats in quality
travel.
- 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 tourism programs.
1.4. Methods of the Study
In my research, we use some methods to support our work.
- Firstly, we use the method of collecting information from the departmental
managers.

- Second, we got more details and ideas about OTG Travel by using the
mothed of observing and enterviewing the company’s staff and customer.
1.5. Organization of the Study
This study is divided into five chapter:
Chapter 1. Introduction
Chapter 2. Theoretical background
Chapter 3. Case Description
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Chapter 4. Analysis and evaluation
Chapter 5. Difficulties and solutions
Chapter 6. Conclusions and suggestions

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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 from
airlines to hotel chains, the banking system ensures to serve all the travel
needs of customers from first to last.
- Organize intermediary activities to sell and sell products of service
providers, shorten or close the gap between tourists and tourism
businesses.
- Organize full tourism programs These packages and programs aim to
link tourism products such as transportation, sightseeing accommodation,
entertainment and entertainment into one perfect, unified product that
meets the needs of customers.
2.2. Tourism program
2.2.1. Definition:
Tourism program is a typical product of a travel business. However stemming
from different perspectives that have different perspectives on the tour
program. Here are some key definitions:
- According to the UK Travelers Association and according to the
European Union: The Tourism Program is a pre-arranged combination of at
least two of the accommodation services, services generated by traffic
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entries must be sold in increments and the program duration

exceeding 24 hours.
- According to author David Wright in the book Travel Business Advice
”: The tourism program is the services represented in the usual travel routes
including transport services, territory or country. These services must be fully
subscribed 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 and
free 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 and
goods that are pre-arranged, linked together, to satisfy each other. satisfy at
least two different needs in the tourism consumption process of guests at a
predetermined gross price and pre-consumption version of the tourist.

- This definition draws the following characteristics of the travel
program:
• The travel program is a guide to the implementation of pre-ordered
services, 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

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• The price of the program is the gross price of the services included in
the 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 to
develop a program that fixes the implementation date, organizes advertising,
and sells - performs.
+ Passive tourism program: Visitors come to the travel agency
themselves, to set out their requests and aspirations. On that basis, the tour
company built the program Hai up to negotiate and execute after reaching
unanimity. The travel programs of this type are often less risky, but the
number of visitors is very small, the company is passive in the organization.

+ Combination tourism program: Is the integration of the two above
types.

Travel companies actively research the market, develop travel

programs, but do not set a date for them. Through promotional activities,
advertising, tourists (or sending companies) will find the company. On the
basis of available travel programs, the two parties come to an agreement and
then implement the program.
2.2.2.2. Based on the price
- Package tour program: offered for sale at a gross price, combining all
services and goods arising in the trip - is the main type of tour program of the
travel 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 with different
levels of service quality at different prices.
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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 and
service, including:
+ Intangibility: Uncheckable tasting, weighing, measuring, unable to check in
advance. When buying is like buying a specific commodity product. For a
certain good, we can measure it by consuming it. As for the service, its quality
is difficult to measure because it depends on the perceptions of each customer
because the customer is not the same, so the perception is different.
+ Heterogeneity: goods are manufactured before selling, while products and
services are created with the participation of customers. When there are
visitors, new travel programs are introduced and not every time a travel
company provides an equal level of service.
+ The non-storage or rework: Due to the product and service being created
and 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 to

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serious consequences that make customers lose confidence in the service
system of the program. Product design must comply with customer
requirements, meet that requirement in the best way.
+ Seasonality: Tourism depends on natural conditions and resources but has
its 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, each
customer has different preferences and habits to measure the geographical
difference, the influence of different cultures on their lifestyle, the difference
in psychology and the physiology, the experience of using. used many
times ... So they have different requirements, quality assessment. Therefore,
service providers must provide a service suitable for each type of customer in
order 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 as
feasible, consistent with the needs of the market and meet the objectives of
the tour operators, charismatic promote tourists make a decision to buy a
program. 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 tour
operators, 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 programmer
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must have sufficient knowledge of tourism supply and demand, a thorough
understanding of the needs, interests, and tastes of tourists, capable of
discovering new forms of tourism with unique content on the basis of
knowledge of resources and tourism businesses. Within this section, some key
steps 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 to
spend in tourism of visitors, usage habits, aesthetic tastes and requirements
for 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 time
between 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 and

the tourism program, the routes in the program must serve the purpose of
traveling, the actual length of the program should not exceed the period
available for tourist guest, time began to use free time affect decisions trip at
the time of the design, the price must be compatible with the solvency of the
majority of customers and the number of, the structure of service categories
must be consistent with the requirements, quality and consumption habits of
customers.

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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, its
reputation and reputation, the conformity of the value of tourism resources for
the tourism program, travel conditions, security, and social and natural
environment of the area with tourism resources.
- When developing transport options, the influencing factors to consider is
that the distance between the tourist destinations, the time in the program, the
means of transportation on those routes, the speed of transport, the quality of
the transportation, and price.
- The decision to choose the hotel is based on the following factors: the

position and rank of the hotel, the quality of service, the price, the relationship
between the travel company and the hotel. Additionally, entertainment
activities, sightseeing must contribute to the richness and attractiveness of the
program.
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 be suitable
for the psychological and physiological endurance of each type of traveler and
need appropriate rest time. Diversifying the type of activity, enhance the
consumer experience in service, and avoid the monotony feels boring for
tourists. Besides, the staff pays attention to the first reception activities and
the guest off activities when the program ends.

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

visiting the temple, going to the market or watching art performances, etc. In
general, elective programs are usually included in the package price of the
whole program. However, there are also elective programs that are separate
from the content according to the purchased program. Tourists who buy these
buffet programs automatically have extended their travel time.
There must be a balance between the time and financial capacity of the guests
with the content and quality of the program, ensuring the harmony between
the business purpose of the company and the tourist's requirements. One
itinerary complete when reading out travelers who might feel attracted
attractive 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 the
travel 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 copy
dealers. Guest notification is sent to Mar room and must include the following
information:
+ Number of guests.
+ Nationality of the delegation
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+ 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 on
the 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 contact
and have the right to decide on agreements with guests and the sending
company.
2.4.5.2. Stage 2. Prepare for implementation.
Including jobs:
- Develop detailed program: On the basis of informing customers of the
Marketing department, the tour operator in detail with full contents of
activities as well as locations.
- Prepare services including booking and dining newspaper for guests at
hotels. When announcing to the hotel, it is necessary to clarify the request for
the 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. In
addition, the operating room should carry out the following preparations:
•

Booking air tickets for passengers (if any): It is possible to make

reservations and buy tickets through airline ticketing agents or on the
basis of contracts with airlines. in advance to make sure there's room.

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•
•
•
•

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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 of
each program.

2.4.5.3. Stage 3. Implementation of tourism programs
- During this period, the main work is that of tour guides and service

providers in the program The main tasks of the operating department include:
+ Organizing solemn welcome activities
For important delegations, operation is almost inevitable. However, it is
necessary 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 the
right types and quality in a timely manner, to prevent undercut or change of
services in the tour program.
+ Handling in time unusual situations that may occur such as triple
slowdown, change in passenger group, loss of luggage ... In all cases, pay
attention 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.

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+ 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, including
welcoming, serving, guiding and helping tourists to solve all problems arising
in the travel process. . All of these activities are intended to satisfy their needs
and aspirations on the basis of planned or planned travel contracts or
programs, agreed and signed during the entire period of the implementation.
The tour program, the tour guide is almost the only representative of the tour
company to contact with tourists, directly accompanying the group. In
addition, the tour guide also has to provide a lot of services such as guide
information, organization,... Therefore, the tour guide has an important role in
the quality of the travel company products. To have a good team of guides is
always a top concern of travel companies. Activities of the guide are very
diverse and rich, depending on many factors such as the content, nature of the
program, audience, implementation conditions as well as the quality and
ability of the guides. In short, the tour guide's operating process when
implementing 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 abroad
travel companies often employ an employee (or a business agent, even a longStudent: Nguyen Thi Dieu Minh

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term traveler). take the role of team leader. The team leader is mainly
responsible for monitoring and managing tourists and supervising the
implementation of tourism programs. In terms of organizational skills, team
leaders are almost identical to guides. The main difference is that the tour
guide is responsible for guiding the tour, providing information so that
tourists can feel the cultural and spiritual values, and the popular model is that
the tour company sends guests. the tour leader and the tour company accept
the guest to be responsible for the tour guide. To save costs, in many cases,
delegations only have one guide, performing the responsibility of the team
leader.
2.6. Quality of tourism program
2.6.1. Definition
Regarding the production, quality tourism programs are the relevance of the
design features that considering functionality and method of using the
program and also the extent to which programs achieve than with its original
design.
As regards the perspective of consumers, the quality of a travel program is its
suitability to the travel consumer 's requirements or the quality of a travel
program is the satisfaction level of a given tourism program for a specific
tourism 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 service

characteristics to define the content of the concept of the tourism program
quality. Here, we will consider this concept on two angles:

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+ From the manufacturer's point of view (tour operators): The quality of the
tour 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 to
which the program is actually achieved compared to its original design.
+ From the general consumer's point of view (travellers): the quality of the
tourism program is its suitability level for the requirements of the tourist
consumer or the quality of the tour program is the satisfaction level of the
program. A particular travel for a particular travel motive is an expression of
the satisfaction level of visitors when participating in the trip of a particular
travel program.
- Thus, from the new point of view to give more attention to customers, the
quality 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 vice
versa.
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 the
travel 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 of
the business itself. These factors have a positive impact on the quality of the
tourism program. Here we look at each of the factors to see their impact on
the 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 be
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said that they are the ones who directly create the product and the quality of
the tourism program because as we know the quality of the tourism program
is only assessed during the implementation. That requires these employees to
have high professional qualifications, special flexibility to have a passion for
the job, and a positive attitude while performing, a good communication
ability. 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 even
though the tour program. how perfectly organized that is. At that time we
could not say the quality of that program was good. Thus, in order for the

quality of tourism programs to be good, businesses must have a good team of
employees.
 Management team
With a management mechanism, management form, work arrangement,
management strategy that is all the work that a management organization has
to do. Although this is an indirect factor in the implementation of the tourism
program. But it has a direct impact on the quality of the travel program.
Because it is the managers, not the employees, who have the powers and
methods to fix quality problems. One of the main tasks of this team is to
create a comfortable, motivating, and promote the working environment of
the employees. Or in other words, they have to create a "corporate culture".
Only with a culture of a good and friendly business environment will help
businesses have good travel programs with high quality. The influence of the
management team on the quality of the program is the key point that any
leader must pay attention to if he wants to improve the quality of the program.
 Technical facilities

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This is the basic foundation for creating travel programs. Technical facilities
are part of the tourism product of a travel business. So a travel business with

technical facilities will be of great help to improve the quality of tourism
programs. In the present era, technical facilities have had a great influence on
the quality of tourism programs.
 Technological process
Creating a travel program depends heavily on the technological process that
created it. Only a well-executed technological process can create a good
quality travel program that can create products that are quality competitive for
tourism products. other business. Process technology is the technical business
through which the designer of the travel program can calculate and arrange to
create a perfect travel program. Without it it would be all a mess and a mess
and 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 the
product creation process. So product quality depends on their subjective
perception. 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 and
evaluate the quality of the travel program, not the program designer. On the
other hand, their assessment is completely dependent on their own personal
characteristics: gender, needs, income, age, customs ... This factor has a great
influence on quality. the program, it is the real factor that determines whether
a travel program is of good quality or not.
 Service Provider

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