1. Student's name: Duong Mai Lan
2. Gender: Female
3. Date of birth: September 22, 1969
4. Place of birth: Hanoi
5. Student recognition decision No. 2948/2021/QD-XHNV dated December 28, 2021 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in training process: No
7. Thesis topic: "Assessing the quality of domestic tourism services due to the impact of the COVID-19 pandemic"
8. Major: Tourism; Code: 8810101.01
9. Scientific advisor: Associate Professor, Dr. Nguyen Pham Hung - University of Social Sciences and Humanities, Vietnam National University, Hanoi.
10. Summary of thesis results:
Using the main research method of the thesis as qualitative, the author has conducted research and evaluated the quality of domestic tourism services in the period when the tourism industry has just been restored and reopened from March 15, 2022. After conducting an overview and systematizing the theoretical basis for assessing the quality of tourism services (TS), the author conducted in-depth interviews directly with state management leaders on tourism, experts teaching in the field of tourism at universities, leaders of reputable travel businesses (TBAs) in Hanoi, and at the same time consulted by calling or exchanging via social networks with leaders of service supply chains (transportation, hotels, restaurants) and directly asked and interviewed personnel working at TBAs (sales staff, operations staff, tour guides).
Through the data provided on the electronic information portal of the Vietnam National Administration of Tourism, by directing interview questions as well as collecting and analyzing primary and secondary data related to 3 stages: before the COVID-19 Pandemic (Pandemic) (2018 - 2019), during the Pandemic and at the time when Tourism is recovered (April - August 2022), and the Current Stage (March 2023); As well as based on the tourism service quality assessment model of Parasuraman (1985) and Cronin & Taylor (1992), the author compared, analyzed, and identified factors affecting the quality of domestic tourism services after the impact of the pandemic, identified factors related to risk management, crisis in tourism management and business, and most importantly, identified the serious deterioration in the quality of domestic tourism services due to the impact of the pandemic in Vietnam.
From the research results of the topic, the author has made proposals to improve the quality of domestic tourism services in the immediate and long-term periods, as well as made recommendations to help domestic tourism enterprises to be well equipped with experience to be able to cope with possible crises in the future.
11. Practical application:
This is a timely and urgent content to help tourism businesses in Hanoi in particular and the whole country in general see the factors affecting the quality of domestic tourism services in the recovery period after the pandemic, and at the same time see the reality of the quality of domestic tourism services being seriously affected by the impact of the pandemic. From there, it will help businesses improve product quality, prevent risks, equip themselves with skills to overcome crises to be able to meet market demands, improve business efficiency and contribute to the overall sustainable development of Vietnam tourism.
12. Further research directions:
Research on domestic tourists' consumption behavior after the impacts of economic, political, social crises... and their expectations of tourism quality at the time of crises.
13. Articles related to the thesis:
Duong Mai Lan (2023),Discussing the quality of domestic tourism services, Vietnam Tourism Magazine, May issue, ISSN 0866-7373, pp.61-62.
INFORMATION ON MASTER'S THESIS
1. Full name: Duong Mai Lan 2. Sex: Female
3. Date of birth: September 22nd, 1969 4. Place of birth: Hanoi City
5. Admission decision number: No. 2948/2021/QD-XHNV; Dated December 28, 2021 by the Rector of University of Social Sciences and Humanities, Hanoi National University.
6. Changes in academic process: No
7. Official thesis title: “Assessing the quality of domestic tourism services due to the impact of the COVID-19 Pandemic”
8. Major: Tourism; Code: 8810101.01
9. Supervisor: Associate Pro. Dr. Nguyen Pham Hung - University of Social Sciences and Humanities, Hanoi National University
10. Summary of the findings of the thesis:
Based on the qualitative research method, the author has conducted researches and assessed the quality of domestic tourism services in the period when the Vietnam tourism industry has just been reopened from March 15. 2022. After conducting an overview study and systematizing the theoretical bases on the assessment of tourism service quality, the author conducted in-depth interviews directly with leaders of the State management of tourism, experts in the field of tourism at universities, leaders of reputable tour operators in Hanoi, and interviews with leaders of tourism service suppliers (transportation, hotels, restaurants…) and directly talked with personnel working at tourism businesses (sales staff, operating staff, tour guides….)
Based on the Vietnam National Administration of Tourism (VNAT)'s reports, collections of relevant primary and secondary data in three periods: before the COVID-19 Pandemic (Pandemic) (2018 - 2019), during the Pandemic and at the time when the tourism is reopened (April - August 2022), and the current period (March 2023); as well as the evaluation model of tourism service quality of Parasuraman (1985) and Cronin & Taylor (1992), the author has compared, analyzed and identified the Pandemic factors affecting tourism service quality, factors related to risk and crisis management in tourism businesses, and most importantly the serious decrease of domestic tourism service quality due to the impacts of the Pandemic in Vietnam.
From the research results, the author has made suggestions to improve the quality of domestic tourism services in the immediate and long-term period, as well as made recommendations to help the tourism businesses can well be equipped with experiences to deal with possible crises in the future.
11. Practical applicability, if any:
This is a rather urgent and hot issue at the moment. The research is conducted to help tourism operators in Hanoi in particular and the whole country in general see the factors affecting the quality of domestic tourism services during the 'recovery' period after the Pandemic. At the same time, it can be seen that the quality of domestic tourism service quality has been seriously affected by the Pandemic. This supports tourism businesses improve their product quality, prevent risks, equip themselves with skills to overcome future crisis and be able to meet the requirements of the market, improve business efficiency, and contribute to the sustainable development of the tourism in Vietnam.
12. Further research directions:
Researches on consumer behavior of domestic tourists after the impacts of economic, political and social crises ..... and their expectations about domestic tourism service quality at the time of the crisis.
13. Articles related to the thesis:
Duong Mai Lan (2023),Evaluation on the quality of Domestic tourism services, Vietnam Tourism Magazine, May issue, ISSN 0866-7373, pp.61-62.
