Tóm tắt:

Firstly, the researcher collects the practical data by giving the questionnaires to the tourists in order to appraise the service quality of the business staff there. Besides, the researcher also gets the specific statistics from the manager of the Boss to evaluate the weaknesses and the strengths of the tour guide Staff. Then, all these practical data are analyzed and assessed basing on the theoretical background and real situation. At last, through the careful analyses and evaluations, the researcher gives out the suggestion in order to improve the service quality of the business staff of Vodatours company.