Current state of tourism services for tourists: a study in Hanoi City, Vietnam

Abstract

Assessing tourist satisfaction has become a hot topic for tourism research in recent years. Many studies have shown that improving tourist satisfaction not only has a positive impact on service providers and destination reputation, but also increases tourist loyalty, lowers price elasticity, lowers future transaction costs, and increases production efficiency (Chen et al., 2012; Nguyen Trong Nhan et al., 2014). Some other studies have also shown that improving tourist satisfaction will stimulate word-of-mouth advertising (Ekinci, 2004; Gonzalez et al., 2007; cited by Chen et al., 2012). Therefore, assessing tourist satisfaction is very important, it helps to find out the existing problems, limitations or strengths of service quality from the perspective of tourists, thereby finding solutions to contribute to improving the ability to provide better and better services. Hanoi as the capital, the economic - political - social center of Vietnam. Therefore, the tourism - hotel industry not only attracts tourists but also diplomatic, business and economic - political - social event participants. Hanoi has great potential for tourism - hotel with hundreds of famous landscapes, historical and cultural relics, traditional craft villages, festivals. In terms of natural tourism resources, Hanoi is famous for Huong Tich as "Nam Thien De Nhat Dong". A series of lakes such as West Lake, Hoan Kiem Lake, Dong Mo, Suoi Hai, Quan Son, not to mention the potential of mineral water resources. Hanoi also has many scenic spots around the foot of Ba Vi mountain, creating branded eco-tourism resorts such as Ao Vua, Vua Ba, Khoang Xanh, Suoi Tien, Thac Da, Thac Nga, Ba Vi National Park, etc. Keywords: Satisfaction, Tourists, Service Quality.