The study on the satisfaction of foreigner tourists for tourism service quality in Ho Chi Minh city
Abstract
The present empirical study focuses on identifying key factors that have influences
the satisfaction of foreigner tourists for tourism service quality in Ho Chi Minh City. Identifying
the factors that affect customers’ decision to come back and use the tourism service again has become an essential asset for many travel companies in their effort to attract customers and to maintain existing ones. For the purpose of the present study, primary data were collected based questionnaire. A total of 312 of 360 respondents are valid and that were selected from some famous tourist attractions such as Pham Ngu Lao St., Museum of War Remnant, Unification Palace, etc. The opinion of the respondents on 28 variables of 6 components indicating determinants on satisfaction of individual customer were measured with Likert five point scales ranging from five to one depending on the importance. Result of this study shows that the statement “The tour shows a sincere interest in your problem-solving” and “The traffic jam situation is very terrible” have some changes in the rotated component, and they are merged into Service Responsiveness dimension and create a new dimension is “Attitude and Consciousness
of Vietnamese”. And the rest dimensions are remained. In these new 6 dimensions, the most effect on satisfaction of customer is “Attitude and Consciousness of Vietnamese Dimension” and this research has not yet found any evidences can prove the rest factors have a correlation with
the variable Y.
In additional, several managerial implications suggest the travel companies in Ho Chi
Minh City should focus on “Attitude and Consciousness of Vietnamese Dimension” most to
attract more customers and make them come back again