DANH GIA M i r c DO HAI LONG CUA KHACH DU LICH DOI V 6 l D Q I NGU HirONG DAN VIEN DU LICH TAI M Q T SO CONG TY KINH DOANH L f HANH TREN DIA BAN THANH PHO THAI NGUYEN
Nguyen Thj Thanh Tam*, Tran Quyet Thdng, Dao Thi Huong Trudng Dai hoc Kinh le & Qudn trf kinh doanh - DH Thdi Nguyin TOM TAT
Theo danh gia cua Sd Van hoa, Thi thao va Du lich tinli Thdi NguySn, trong cac ITnh vuc kinh doanh du lich cda Tinh, kinh doanh IQ hanh la ITnh vyc kmh doanh kem hieu qua nhlt Theo cac chuyen gia nginh du lich, 80% chdi lupng cac tour du ljch phy IhuOc vao nang lye ciia dd ngu hudng dan viSn. Nghien ciiu dudi day nghien ciiu vS nhung danh gia ciia khach du hch ve chdt lupng dpi ngu hudng dan vien dang hoat dong tai mot sd cong ty kinh doanh Iir hanh cua Tinh, Ket qua nghien ciiu cho thay, ch5t lugng cua doi ngii hudng din vien du lich chua cao, chi dap ling dugc yeu cau cong vi§c d miic trung binh. Day chinh la rn$t ly do din din hiSu qua kinh doanh Id hanh tren dia ban tinh kem hieu qua
Tir khoi: Hu&ng ddn viin du Ifch, chat luang lu hdnh, khdch du lfch, su hdi long DAT VAN DE
Trong nhiing nam gan day, nganh du lich tinh Thai Nguyen da cd nhflng budc phat triln dang ke, luang khach den cd xu hudng tang qua cac nam, theo nguon thdng ke ciia Sd Van hda, The thao va Du lich tinh Thai Nguyen nSm 2015, tdng sd khach den Thai Nguyen udc dat tren 1,9 trieu lugt khach; tang 2% so vdi cung k^, trong dd khach qudc te dat 64.000 lugt (tang 204% so vdi cimg ky);
tdng doanh thu toan xa hdi ve cac dich vu du lich udc dat tren 1.200 ty ddng. Song sy lang trudng nay chua that su cao va dn dinh, thanh qua raa nganh du lich thu dupc chua tuong xiing vdi tiem nang du lich cua nd. Trong cac ITnh vyc kinh doanh cua nganh du lich Tinh, kinh doanh lu hanh la nganh dugc danh gia la ylu nhdt [3].
Theo cac chuyen gia nganh du lich, 80% chat lugng cac tour du lich phu thudc vao nang lye ciia dpi ngii hudng dan vien. De tim hieu ro nguyen nhan dan den hieu qua kinh doanh Id h^nh tren dja ban Tinh chua hieu qua, tdi tien hanh nghien curu nhflng danh gia cua khach du lich ve chdt lugng dpi ngii hudng dan vien du ljch dl tim hieu rd hg cd phai la yeu td dan den hieu qua kinh doanh lii hanh tren dia ban Tinh cdn thap hay khdng,
Tel. 0987 300 185, Email- misslhanhlamjn@yahoo
MUC TIEU NGHIEN CUU
- Khao sat sy danh gia cua khach du lich ve dpi ngfl hudng dan vien du lich cua cac cdng ty kinh doanh lii hanh tren dia ban thanh phd Thai Nguyen.
- Danh gia diem raanh, diem yeu ciia dpi ngu hudng dan vien du ljch cua cac cdng ly lii hanh nghien curu.
De xuat giai phap (neu can thiet) nhara nang cao chat lugng dpi ngii hudng din vien du ljch t?i mdt sd cdng ty du lich va lii hanh tren dia ban thanh phd Thai Nguyen.
DOI TU'ONG, PHAM VI NGHIEN CUtl
* Doi tup'ng nghien cuu: Nghien ciiu chat lupng ddi ngu hudng dan vien du lich cua cac cdng ly du ljch va lu hanh tren dia ban thanh phd Thai Nguyen.
* Pham vi nghien cii'u:
- Khong gian: Nghien ciiu nay tap trung vao nhung danh gia cua khach du ljch doi vdi 5 ca sd kinh doanh lu hanh tren dja ban Thanh phd bao gom: Phdng lii hanh Qudc te du ljch D^
Huong, Phdng lii hanh du ljch Khach san Thai Nguyen, Trung tam LG hanh Du lich Phli Thai Hit, Cdng ty Cd phan Thuang mai Van tai & Du Ijch Khanh Thjnh, Cdng ty TNHH Thuong m?i va Du ljch Toan Cdu.
Vethdi gian:
165
Nguyen Tlii Tiianh Tam vd Dig Tap chi KHOA HOC & CONG NGHE 167(07): 165-170 + Thu thap sd Heu thii cap boat ddng cua cac
doanh nghiep trong 2 nam 2015,2016.
+ Sd lieu so cdp duac thu thap tir 12/2016 - 3/2017.
- Ve ngi dung nghien ciiu: Bai bao nghien ciiu ve nhiing daidi gia ciia khach du ljch ddi vdi ddi ngfl hudng dan vien cua mpt sd cdng ty kinh doanh lii hanh tren dja ban thanh phd Thai Nguyen thdng qua 5 chi tieu: trinh dp chuyen mdn nghiep vy, trinh dd ngoai ngii, kha nang td chiic, pham chat chinh trj va dao diic nghe nghiep, siic khoe va su nhiet tinh.
PHUONG PHAP NGHIEN CUU Cach x5c dinh mau nghien cii'u Bang hdi duoc thi6t ke gdm 22 cau hdi dai dien cho 5 lieu chi. Mau nghien ciiu dugc xac djnh bang 5 lan sd cau hdi trong nhien ciiu, Theo dd, xac dinh mau nghien ciiu la 110.
Mau dugc chgn ngau nhien tii khach du ljch su dung dich vu cua cac cdng ty kinh doanh Id hanh tren dia ban Tinh, Trong dd so khach du hch ndi dja dugc dilu tra cd 98 ngudi (chilm 89%), khach du hch qudc ll la 12 ngudi (chiem 11%),
Tong hop va xir ly so lieu
- Cac du lieu thu thap dupc deu dupc kiem tra l^i va hieu chinh theo 3 yeu cdu: Dly du, chinh xac va logic.
- Sau khi hieu chinh, cac dii lieu nay dugc nhap vao may tinh va tdng hgp.
- Cdng cy sii dyng cho xii' ly va tdng hgp la phdn raira SPSS 16,0,
Phan tfch dir lieu
* Mau thu thap duoc se dugc lien hanh thong ke phan loai theo cac bien phan loai nhu: Gidi linh, dp tudi, trinh dd hpc van, va thu nh^p,
* Do cac bien nghien cuu dugc xay dyng tir 1-5 bien quan sat khac nhau. De kiem tra sy tin c$y cua cac bien, nghien cuu nay dung phuong phap phd bien la sir dung he sd Cronbach Alpha. De kiem tra miic do phu hgp ciia rapt rauc hdi phai xem xet he sd tuang quan bien tdng, Tieu chuan kiem dinh la he sd Cronbach Alpha tdi thieu 0.7 va he sd tuang quan bien long tdi thieu 0.3
* Chat lugng cua dpi ngii hudng dan vien sg duoc khach hang danh gia thdng qua 5 nhom tieu chf:
- Trinh dd chuyen mdn nghiep vu - Trinh do ngoai ngfl - Kha n5ng td chiic
- Pham chat chinh trj va dao due nghe nghiep - Sdc khde va su nhiet tinh [1]
Ddi vdi mdi lieu chi, khach hang se danh gia thdng qua thang do Likerl 5 miic. Trong do 5: Rdt tdt, 4: Tdt, 3: Trung binh, 2; Kem, 1:
Rat kem.
Bang 1. Thang do Liken [2]
Thang do Pham vi Y nghla 5 4 21-5.0 Rat tot 4 3,41-4.20 T6t 3 2,61-3.40 TmngBinh 2 1.81-2.60 Kem 1 1-0-1.80 Rat kem KET QUA DANH GIA MU'C DO HAI LONG CUA KHACH DU LICH DOI VCfl DOI N G U HUdNG DAN VIEN DU LICH TAI MOT SO CONG TY KINH DOANH LLT HANH TREN DIA BAN T H A N H PHO THAI NGUYEN
M6 ta mau nghien cuu
Phan loai theo gidi tinh cho thay cd su chenh lech ve gidi tfidi cua khach du ljch la nfl so vdi nam, Trong khi sd khach nam chiln 45,5% thi sd khach du lich la nii chilm 54.5%. Dieu nay cho thdy, tai thdi diem nghien cuu, khach du lich nii cd xu hudng di du ljch nhieu hon so vdi khach du lich nam, Phan loai theo dp tudi do tudi cd sy chenh lech kha ldn, dudi 21 tudi cd 10 ngudi (9%), til 21- 30 tudi cd 20 ngudi (18.2%), 40 ngudi dp tudi tir 31 - 4 0 (36.4%), dp tudi tir41 -50 CO 25 ngudi (22.7%) va tren 50 bidi cd 15 ngydi (13.7%). Nhu v^y, khach cd dp tudi tii 31 - 40 cd xu hudng di du ljch nhilu nhdt, Dieu nay kha hgp Iy, vi d dp tudi nay phan ldn khach du ljch da cd cdng viec, thu nh^p on dinh.
166
Nguyen Thj Thanh Tam vg Dtg Tap chi KHOA HOC & CONG NGHE 167(07). 165-170 Phan loai theo thu nhap cua khach du lich: sd
lugng ngudi di du ljch n h i l u nhdt cd thu nhap tir 6 - 10 tneu (36.4%), so it nhdt cd thu nhap tren 20 trieu (5.4%). L y d o cd sy chenh lech nay do cac cdng ty kinh doanh lu hanh tren dja ban chua cd kha nang xay dirng va ban cac c h u a n g trinh du ljch chdt l u a n g cao va canh tranh so vdi cac cdng ty Ifl hanh ldn tren toan qudc, do d d nhtrng ngudi cd thu nhap cao khdng phai la khach h a n g muc tieu cua cac Cdng ty nay.
Phan loai theo yeu td nghe nghiep: Hdu h i t khach hang cua cac doanh nghiep Ifl hanh tren dja ban tinh Thai N g u y e n chu yeu la cdng chiic (31.8%), doanh nhan (22.7%), cdng nhan (20%)
Qua phan tich tren, cd the nhan dinh nguon khach chu yeu ma cac cdng ty kinh doanh Ifl hanh tren dia b a n Tinh la ddi t u g n g khach cd do tudi khoang tir 31 den 4 0 tudi, cd thu nhap trung binh va chu yeu la ddi tugng cdng chiic, doanh nhan, cdng nhan.
Bang 2. Bdng mo td mdu nghien cmi theo gio-i linh. do tuoi. Ihu nhdp. nghi nghiip
Gioi tinh
Do tuoi
Tim nliap
NgjiJ ngliiep
ThSng tin mau Nam Nii
< 2 I 2 1 - 3 0 3 1 - 4 0 4 1 - 5 0
>50
< 3 lri?u 3 - 5 trieu 6 - 10 trieu 1 1 - 2 0 trieu
>20 trieu Hoc sinh - sinli vien Cong nhan Cong chuc Doanh nhan Khac
So liroTig
50 60 10 20 40 25 15 20 30 40 14 6 13 22 35 25 5
Ty le(%) 45,5%
54,5%
9%
18,2%
36,4%
22,7%
13,7%
18,2%
27,3%
36,4%
12,7%
5,4%
11,8%
20%
31,8%
22,7%
4,7%
K e t q u a n g h i e n c u u
Cac thdng tin sau khi d u g c thu th^p, tdng hgp cho ket qua nhu sau:
* Trinh dp chuyen mon nghiep vu Bang 3. Ddnh gid cua khdch du hch ve trinh do chuyen mdn nghiep cua doi nga hu&ng ddn vien Cac ti8u chl Trung
binh Kien thuc long hgp tdt ve van hoa, lich sii, dia ly va kien true Luon hiSu khach va hoa dong Luon dling gid Gipng ndi hay va chuan Luon dat minh vao vj tri cua khach du lich An mac gpn gang, sach se Cu xir tao nha, lich fliiep Ludn chao hdi mgi ngudi mot each lich sy
Biet to chiic hudng dan chuong trinh diing each
3.14 3,35 3,15 3:58 3,46 3,94 3.24 3.25 3.40
(Ngudn. Kit qud phdn tich du lieu bdng SPSS 16 0)
(Nguon. Kit qud phdn tich die liiu bang SPSS 16 0) Qua bang 3 cho thay, cd 9 tieu chi dua ra danh gia thi cd tdi 6 tieu chi chi dugc khach hang cho diem d m u c trung binh. 3 chi tieu dugc danh gia dat muc tdt bao gdm "An mac ggn gang, s^ch se", "Gipng ndi hay va chuan", "Ludn dat rainh vao vj tri ciia khach du ljch". 6 tieu chf cdn lai la "Kien thuc tdng hop tdt ve van hda, lich su, dia ly va kien tnic", "Biet td chicc hudng dan chuang trlnh dling each", "Ludn hieu khach va hda ddng",
"Ludn chao hdi rapi ngudi mot each ljch su",
"Ludn dling gid", " C u xii tao nha, lich thiep"
d u g c danh gia d muc trung binh, Ket qua nay cho thay, trlnh dp nghiep vy cua dpi ngii hudng dan vien dang hoat ddng tai cac cdng ty kinh doanh lu hanh tren dia ban Tinh cdn thap, Ddi vdi ngudi hudng dan vien, kien thuc ve van boa myen diem la quan Ugng nhat quyet dmh chat lugng ciia bai thuyet minh thi yeu td nay lai dugc khach hang danh gia thap nhat (3,14 diem), Cac yeu td khac dugc danh gia d miic trung binh cho thay ky nang giao tilp, u n g xir, thai do cua hudng dan vien ddi vdi khach chua tdt, Ihdi gian lam viec chua thuc sy dam bao.
167
Nguyin Thj Thanh Tam vd Dtg Tap chi KHOA HQC & CONG NGHE 167(07): 165-170
* Trinh dp ngogi ngU-
Bang 4, Ddnh gid eiia khdch du lich doi v&i nhdn to trinh dp ngogi ngii
Chi deu Bl Giao tiep tdi bdng ngoai ngO tot B2 Hudng din blng ngoai ngii tot
Trung binh
2,91 2,85 (Nguon Kit qud phdn lich die liiu bdng SPSS 16 0) Ddi vdi yeu td trinh do ngoai ngii, chi khao sat cho khach qudc te den Viet Nam, cdn khach du lich ndi dja bd qua yeu td nay. Hien tai d Thai Nguyen, chi cd duy nhat 1 don vj kinh doanh lu hanh qudc te la Phdng Ifl hanh Qudc te du ljch Da H u o n g .
Ket qua khao sat d b a n g 4 cho thay, Uinh do ngoai ngfl cua h u d n g dan vien chi dat d m u c trung binh ca ve kha nang giao tiep va h u d n g dan.
•* Khd ndng to chuc
BSng S, Ddnh gid eiia khdeh du Ifch doi vai nhdn to khd ndng to chicc
Trung binh p . To chijc don khach du !ich _ „ ,
dling gid "
To chiic phuc vu khach tai co C2 sd luu tni, an uong cdn than 3.37
chu dao
To chiic hudng dan tham quan, C3 chuong trinh giai tri cho khach 3.44
nhi|tlmh Chi lieu
To chirc cac hoat dpng tap the,
3 luu tot 3.59
(Nguon; Kit qud phdn lich die hiu bdng SPSS 16.0) Tir bang 5 cho thay, khach du lich kha hai long ddi vdi kha nang td chiic cua dgi ngii hudng d i n vien. Co V^ tieu chi d u a c danh gia d miic tdt, 1 tieu chi dupc danh gia dat miic trung bmh la "Td chiic phuc vii khach tai c o sd luu tni, an udng can than chu d a o " (dtit 3.37 diem). Ly do khach du lich chara diera cho tieu chl C2 d miic trung binh do trong qua trinh an udng cua khach, hudng dan vien thudng it quan sat den phan iing cua khach hang ve su phu hgp cua cac mdn an vdi khau vi cua timg khach, gia ca bua an. Ben canh 168
dd, khi khach sir dyng dich vy Sn uong, hudng dan vien t h u d n g giao trach nhiem phuc vu cho bd phan nha hang, ddi khi chua lam trdn nghiep vu phyc vu ciia minh.
* Pham chat chinh tri, dgo dire nghi nghiep Bang 6. Ddnh gid cua khdch du ljch vai nhdniL
phdm chdt chinh In vd dgo due nghi nghi^^M' Chi tigu Trung
binh P^ Hudng dan vien cd ban linh
chinh In, long yeu nghe "
Co kien thuc chinh trj
- _ Co tinh chin ch3n va tinh ke . . , hogch
D4 Co diic linh kien nhan, tSn tuy va trung thyc
(Nguon: Kit qud phdn tich dQ- lieu bdng SPSS 16.0) Bang 6 cho thay yeu td phara chat chinh trj va dao due nghe nghiep cua ngudi hudng din vien khdng duoc danh gia cao. Trong 4 tieu chi danh gia, chi cd 'A tieu chi dugc khach hang danh gia d^t m u c tdt la "Cd due tinh kien nhan, tan tuy va trung thuc". 3 tieu chi cdn lai chi d u g c khach hang danh gia d miic trung binh la "Hudng dSn vien cd ban linh chiiii tri, ldng yeu nghe", "Cd kien thiic chinh tri", "Co tfnh chin chan va tinh ke ho^ch". Dieu nay cho thay, ben canh ldng trung thyc, tan tuy vdi nghe, dpi ngii h u d n g d i n vien chua thai su cd hieu biet sau rdng ve chinh trj, kha nSng lara viec cd ke hoach va nguyen tac chua dugc khach hang danh gia cao,
* Sire khoe va sir nhift tinh
Bang 7. Bdnh gid ciia khdch du lich vdi nhdn Id sue khoe vd su- nhiit tinh
Chi tieu Trung
binh Hudng dan v
tot, kha nSng chiu dyng c Huong dan vien ludn quan
E2 tam den cac thanh vien ciia 4.20 doan kliach \ P_ San sang giiip dd khi khach ., gc (Nguon. Kit qud phdn tich du liiu bdng SPSS 16.0) Theo bang 7, cd 2 tieu chi dai dien cho nhan td siic khoe va long nhigt tinh ciia hudng dan
Nguyen l m l lianh Tam va Btg Tap chi KHOA HQC & CONG NGHE 167(07); 165-170 v^en dugc khach hang danh gia tdt la "Hudng
dan vien ludn quan tSm din cac thanh vien cua doan khach", "Sin sang giup dd khi khach can". Yeu td "Hudng dan vien cd sue khde tdt, kha nang chju dung cao" chi dat miic trung binh. Siic khoe ciia ngudi hudng din vien khdng chi dugc thi hien d su deo dai khi di cung doan khach ma nd cdn loat len tir ve dep hinh the, su tuai mdi, ny cudi tuoi, kha nang chiu ap lye, ky nang xu ly linh hoat cac tinh hudng phat sinh trong chuyin di.,.,
* Tong hgp:
Bang 8. Tong hop ket qud su hdi long ciia khdch du lich v&i dpi ngii huong ddn viin
Nhan to/bien phu thu$c Trinh dp chuyen mon nghiep vu Trinh dp ngoai ngu Kha nang Co chirc
Pham chat chinh tn, dao due nghe nghiep
Siic khoe va su nhiet tinh Diem trung binh
Trung binh 3.39 2.88 3.56 3.28 3.75 3.37 (Nguon: Kit quaphan tich du lieu bang SPSS 16.0) Qua bang 8 ta thay, trong 5 tieu chi dugc dua ra de danh gia, khi tdng hgp lay diem trung binh, cd 3/5 tieu chi chi dupe khach hang danh gia dat miic trung binh, 2 lieu chi duoc danh gia dat muc tdt. Diem trung binh chung cho 5 nhdm tieu chi dat 3.37 diera, dat miic trung binh.
Ket luan: Qua nghien ciiu d tren, chiing ta cd the thay dgi ngu hudng dan vien dang boat dpng tai cac cdng ty kinh doanh lu hanh tren dia ban thanh phd Thai Nguyen cdn yeu kera nhieu m|t. Su yeu kem nay chinh la mot nguyen nhan dan tdi chat luong chuong trinh du hch cua cac cdng ty kinh doanh lii himh tren dja ban Tinh cdn thap.
MOT SO GIAI PHAP NHAM NANG CAO CHAT LUONG D Q I NGU HU^NG DAN VIEN DU LICH DANG HOAT D O N G TAI CAC CONG TY KINH DOANH LlT HANH TREN DIA BAN THANH PHO T H A I NGUYEN
Ve yeu to trinh dp ngoai ngiV
- Ddi vdi cac cdng ty kinh doanh Ifl hanh qudc te, can tuyen dyng nhiing nhan vien cd trinh dp ngoai ngii tdt ngay tir dau. Ly do lit kha nang ngdn ngfl ddng vai trd then chdt, neu hudng dan vien cd trinh do ngoai ngii h^n che, se rat khd de truyen tai cac y tudng nghe thuat cho khach du lich hieu,
Cdng ty can cd che dg luong thudng xiing dang vdi nang luc va chuyen radn cua hg, giup hg yen tam cdng tac va gan bd lau dai vdi doanh nghiep.
- Trong tuong lai, cac cdng ty kinh doanh lii hanh qudc te cua tinh Thai Nguyen nen thue hudng dan vien du lich nude ngoai de phyc vu cac nhdm khach hang ngoai quoc. Su thdng thao ve mat ngo^i ngu, va hieu biet sau sac van hoa viing mien la dieu kien thuan Igi nhat de hudng dan vien phat huy kha nang hudng dan cua minh, nang cao chat luong chuong trinh du lich. Day la phuang phap ma cac qudc gia phat tnen du ljch nhu Thai Lan, Trung Quoc .,, dang ap dyng rat hieu qua.
Ve trinh dp chuySn mdn nghiep vu - Cdng ty nen thudng xuyen gici cac hudng din vien dl hgc cac lap nghiep vu, nang cao trlnh do va cap nhat cac phuang phap nghe thuat hudng dan mdi theo xu hudng cua thi trudng du Ijch. Khdng chi hpc nghiep vu hudng dan, hudng dan vien can hgc de thdng thao cac nghiep vy khac nhu: Phyc vy khach khi o khach san, hudng dan khach tham gia cac trd choi, hudng dan khach su dung dich vy d quan bar...Trong giai doan hien nay, nhu cau cua khach du ljch ngay cang cao va da dang, Vi vay hudng dan vien cung phai nang cao kha nang nghiep vu de dap iing dugc cac nhu cau dd cua khach,
- De dam bao nguyen tac "Just in time" trong kinh doanh du lich, hudng dan vien la ngudi can tuan thu hang dau. Diing gid la mdt nguyen tac vang de the hien thai do chuyen nghiep va tdn trpng khach, Ddi vdi nhirng nhan vien khdng thuc hien dugc nguyen tac nay, doanh nghiep nen cd bien phap xir ly nghiem khac va diit diem, tranh tlrdi trang lap 169
Nguyin Thj Tiianh Tam vdfl^g Tap chi KHOA HQC & CONG NGHE 167(07): 1 6 5 - n o ^ di l^p lai, anh hudng den uy tin va hlnh anh
cua doanh nghiep va chat lugng cac chuang trinh du ljch.
Vdi yeu tS k h a n a n g chinh tri va dao diic nghe nghiep
- H u d n g d i n vien la n ^ d i phai cd kien thiic ldng hgp, khdng chi la k i l n Ihuc ve tuyen diem ma cdn cSn cd kien thiic rdng rai ve cac linh vyc khac nhu kinh te, xa hgi, tam ly, chfnh tri. Ban lanh dao ciia cac cdng ty phai ludn khuyen khich nhan vien hgc hdi, nang cao trlnh do, kien thiic mgi ITnh vuc.
- Cdng ty nen thudng xuyen td chiic cac cugc thi cho ddi ngu hudng dan vien de hp hgc hdi kinh nghiem lln nhau, nang cao long yeu nghe va ren luyen ban lmh nghe nghiep.
Gidi phdp chung:
Theo djnh ky, can td chiic khao sal CM lugng djch vu, nang luc phuc vy cua h u ^ dan vien, tir dd co nhiing dieu chinh phii hop n h i m nang cao chSt lupng ciia chuong trinh du ljch ndi chdng va ddi ngu hudng dan vien du lich ndi rieng.
TAI LIEU T H A M KHAO 1. Dmh Trung Kien (20111, Nghiip v{i bicdng ddn du lich, Nxb Dai hoc Qudc gia Ha Npi, 2. Pham Xuan Hau (2001), Qudn tri chdt lugng djch vu khdeh sgn - du lich. Nxb D^i hpc Qu&
gia Ha Npi.
3. Sd Van hda Thi ihao va Du ljch tinh Thai Nguyen (2016), Bdo edo ket qud kinh doanh dv hch tinh Thdi Nguyin giai doan 2014 - 2016.
4. Phong K I lo^n - Tai chi'nh (2016), Bao cao k^i qua kinh doanh cua mot so cong ty \\s hanh lren dja ban thanh pho Thai Nguyen, Bdo edo ket qua kinh doanh giai dogn 2014 - 2016.
S U M M A R Y
AN A S S E S S M E N T O F T O U R I S T ' S S A T I S F A C T I O N W I T H T O U R G U I D E S O F S O M E T O U R I S M C O M P A N I E S I N T H A I N G U Y E N C I T Y
Nguyen Thi Thanh Tam", Tran Quyet Thang, Dao Thi Huong University of Economics and Business Administration - TNV According to the Department of Culture, Sports and Tourism of Thai Nguyen province, among tourism and hospitality services in Thai Nguyen province, the tourism business is the least successful. Tourism professionals argue (hat 80% of the tour quality depend on the capacity of tour | p - guides. This paper smdied the evaluation by tourists about the quality of tour guides working for some tourism companies in Thai Nguyen province. Research findings showed that Ihe quality of lour guides isn't relatively good, Most of them only meet the average job requirements, which results in ineffectiveness in tourism business in the province.
Keywords: travel guides, quality, travel, tourist, satisfaction
Ngdy nhdn bdi- 01/3/2017; Ngdy phdn biin 15/3/2017; Ngdy duyit ddng: 28/6/2017 Tel: 0987 300 185: Email. missthanhtamJn@yahoo com
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