NHA TRANG UNIVERSITY

FACULTY OF FOREIGN LANGUAGES

PRACTICUM REPORT
SATISFACTION ABOUT NHA TRANG TOURISM

Name: Nguyễn Hoàng Đông Đông

Student Number: 64130357

Group: 2

Lecturer: Ngô Quỳnh Hoa

Class: 64-NNA.BP1

Nha Trang, December 2024

ACKNOWLEDGEMENT

During the process of making my practicum report, I gained a lot of invaluable

experience thanks to the guidance and support of various individuals. Before presenting
my internship report, I would like to express my heartfelt gratitude to everyone who
helped me finish this practicum. This report marks a significant milestone for me as I
successfully completed my first practicum report after three years as an undergraduate at
Nha Trang University.

First of all, I would like to express my deep gratitude to the Dean of the Faculty of
Foreign Languages for providing us with interesting subjects, including this activity.
Extracurricular subjects have created an environment where students have the
opportunity to improve their English skills, as well as increase their confidence when
facing new situations.

In addition, I would like to thank Ms. Hoa, a dedicated and dedicated teacher who
gave us useful advice, evaluation, and analysis of the mistakes we often encounter.
Thanks to her helpful guidance, I could better understand the organization of the report,
specifically the writing of this report. Her thorough guidance in every stage of the report
helped me create a reasonable and appropriate question section for the native speakers as
well as complete a complete report.

Besides my instructor, it is impossible to overlook the contributions of the friendly

international visitors from around the world who played an important role in the
completion of my report. I believe that my report was successfully completed due to their
valuable experiences and thanks to their recommendations which allowed me to gather
useful information to bring out more effective measures and contribute to Nha Trang’s
development..

Finally, I want to cherish the challenging moments that my group faced together
throughout this journey and I’m especially grateful to all my partners, especially Hong
Nhung, who collaborated closely with me and brought out effective solutions for the
difficulties encountered during the reporting process. This experience will be
unforgettable and mark a significant milestone in my journey of personal growth and
self-improvement..
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iii
TABLE OF CONTENTS
Acknowledgements............................................................................................................ii

Table of contents...............................................................................................................iii

List of charts......................................................................................................................iv

Abstract............................................................................................................................vii

I.CHAPTER 1: INTRODUCTION..................................................................................1

II.CHAPTER 2: BODY OF THE REPORT...................................................................1

2.1 Overview of the topic...........................................................................................1

2.2 Methodology.........................................................................................................2

2.2.1 The participants.......................................................................................3

2.2.2 Research method.....................................................................................4

2.3 Findings and discussions.....................................................................................5

2.3.1 Food and services.....................................................................................5

2.3.2 Local attractions......................................................................................6

2.3.3 Accommodations.....................................................................................8

2.3.4 Limitations.............................................................................................10

2.4 Reflective journal...............................................................................................11

2.4.1. After the survey design phase..............................................................11

2.4.2. Midway through data collection.........................................................12
2.4.3. After the presentations.........................................................................13
III. CHAPTER 3: CONCLUSION.................................................................................14
References.........................................................................................................................15
Appendices........................................................................................................................15

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LIST OF CHARTS
Chart 4 – Food and services (1)........................................................................................5
Chart 5 – Food and services (2)........................................................................................5
Chart 6 – Museum.............................................................................................................6
Chart 7 – Walking streets.................................................................................................6
Chart 8 – Beaches..............................................................................................................6
Chart 9 – Outdoor activities.............................................................................................6
Chart 10 – Nightlife options..............................................................................................6
Chart 11 – Variety of hotels..............................................................................................8
Chart 12 – Booking methods.............................................................................................8
Chart 13 – Easy booking process......................................................................................8
Chart 14 – Room amenities...............................................................................................8
Chart 15 – Clean and comfortable...................................................................................8
Chart 16 – Price matches quality.....................................................................................8
Chart 17 – English proficiency.........................................................................................8
Chart 18 – Friendly and capable staff.............................................................................8
Chart 19 – Variety of activities.........................................................................................9

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List of charts

Chart 9- Outdoor activities Chart 10 - Nightlife options

Chart 1- Visits Chart 2- Nationality

Chart 11 - Variety of hotels Chart 12 - Booking methods

Chart 3 - Purpose Chart 4 - Food and Services(1)

Chart 13 - Easy booking process Chart 14 - Room amenities

Chart 5 - Food and Services(2) Chart 6 - Museum

ChartChart 7 - Walking
15 - Clean streets
and Comfortable Chart
Chart 16 8 - matches
- Price Beachesquality

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Chart 17 - English proficiancy Chart 18 - Friendly and capable staff

Chart 19 – Variety of activities

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Abstracts

During this semester, writing a report has been an essential assignment that aims to
be completed to get practical experience and contribute to the benefits of Nha Trang City.
In this report, tourists' satisfaction level when traveling in Nha Trang has been focused
mainly. The questions were carefully selected and appropriate to the visitors’ conditions,
ensuring their answers could be accurate and useful for the current situation of Nha Trang
tourism.

The interview was conducted with 35 diverse tourists from different countries. Key
aspects of Nha Trang tourism including food, services, attractions, and accommodations
were carefully discussed through interviews. Based on visitors’ experiences feedback
gathered from various levels of familiarity with Nha Trang consisting of first-time
vacationers to those who have visited more than two times and each individual has given
their clear comments on Nha Trang’s attractions.

Additionally, many have provided potential suggestions to improve Nha Trang's

tourism challenges. The survey results have helped evaluate the advantages that Nha
Trang needs to promote as well as the weaknesses that Nha Trang needs to take measures
to achieve further growth.

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I. CHAPTER 1: Introduction

It has been four years since the COVID-19 pandemic burst out and had a negative
impact on the development of the world in general and Nha Trang in particular. Nha
Trang has also faced tough challenges due to COVID’s effects. Nha Trang relies heavily
on the tourism industry; therefore, the authority always tries to bring out potential
measures to recover and promote the potential that has existed over the past decades.

Nha Trang is one of the famous tourist destinations for tourists, attracting thousands
of tourists to visit each month. However, during the first two years of the pandemic, the
city endured a huge negative impact on its development. In spite of these drawbacks, Nha
Trang is gradually showing excellent resilience in 2023 and 2024 thanks to all the efforts
of the authority. Currently, the city is making spectacular progress and becoming more
and more popular in the world.

This report aims to contribute to the tourist’s satisfaction. The proposed measures
are grounded in the real experiences of tourists who choose Nha Trang as their
destination. The selected questions and subjects are tailored to gather data on various
aspects of the tourism experience, including [specific areas, e.g., accommodations,
services, or attractions].
As a result, the report provides a detailed analysis of strengths and weaknesses,
offering insights to enhance tourist satisfaction and enhance the overall quality of tourism
in Nha Trang city.

II. CHAPTER 2:

2.1 OVERVIEW OF THE TOPIC

From past to present, tourism has played an essential role in the development of any
country. It not only contributes to economic growth but also enhances the nation's image
in the world. Nha Trang is one of the destinations with great potential to bring an
advanced and developed tourism image on the international stage. Therefore, it is crucial
to bring out measures to improve the city's tourism quality and create a world-class travel
experience.

Nha Trang is in Khanh Hoa province - central Vietnam, a coastal city and also a
center of politics, economics, culture, science and technology and tourism. This beautiful
coastal city is bordered to the east by the East Sea, to the west by Dien Khanh district,
Khanh Hoa, to the south by Cam Lam district, Khanh Hoa and to the north by Ninh Hoa
town, Khanh Hoa. With the advantage of a long coastline and white sand. Nha Trang has
become one of the most popular destinations in Vietnam, attracting not only Vietnamese
tourists but also many foreign tourists. Not only that, coming to Nha Trang you also have
the opportunity to explore architectural landmarks rich in cultural and historical
significance. (1)

Nha Trang is located in an extremely favorable location, in the middle, far from two
major administrative and economic centers of Da Nang and Sai Gon, about more than
400km from each side. Transportation here is also very developed with many types of
vehicles, many trips such as planes, buses, trains….Nha Trang is known as the pearl of
the East Sea, the Green Pearl because of thanks to possessing precious "gifts" that nature
bestows. This has been at the second Congress of the World’s Most beautiful Bays Club
held in Tadoussac (Quebec, Canada), in June 2003, Nha Trang Province was recognised
as an official member of the club, having a new possibilty opens up to appeal myriad of
tourists and promote the culture of local people. (2)

Nha Trang was officially recognized as a grade 1 city by the Prime Minister of
Vietnam on April 22, 2009 making it one of the first-class cities in Vietnam. Nha Trang
has been known as “the jewel of the East Sea” and “the green jewel” due to its natural
value, as well as climate. Nha Trang holds significant cultural and geographical value. (3)

Nha Trang isn’t just known for its beautiful beaches. It’s a paradise for nature
lovers and adventure seekers. It’s no wonder Nha Trang is one of Vietnam’s top spots for
scuba diving and snorkeling and places like Vinpearl Land, Tri Nguyen Aquarium, and
Hon Tam Resort offer plenty of ways to kick back and attract a lot of tourists, whether
it’s thrilling rides or peaceful relaxation. (3)

At the Second Congress of the World's Most Beautiful Bays Club held in
Tadoussac (Quesbec, Canada), June 2003, Nha Trang Bay was recognized as an official
member of the Club, opening a Great opportunity to promote Nha Trang - Khanh Hoa.
Nha Trang Bay is known for its system of large and small islands, which is one of the
attractive spots that attract tourists to Nha Trang. In addition, Nha Trang is also a coastal
city in the Top 5 destinations in Vietnam popular with Korean tourists (according to
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agoda.com) and Top 10 destinations most interested in Asian tourists in the first quarter
of 2024 ( announced by booking.com). (2,4)

2.2 METHODOLOGY

2.2.1 The Participants

In my report, the main interviewees were foreign visitors who were fluent in
English. The interview is conducted in two ways, the first is an online interview and the
other is a face-to-face interview. The online interview subjects were all interviewed
through communication applications such as Reddit, WeChat or Hello Talk and they
were all people who always used social networks and regularly posted photos thus
contributing to advertising Nha Trang image in the world. The second subject is a face-
to-face interview, these guests are currently spending time traveling in Nha Trang,
enjoying Nha Trang's advanced facilities. These interviewees were come across in
various locations, including restaurants, bars, and public squares.

According to the report, 57,14% of respondents were first-time travelers to

Nha Trang, which shows that Nha Trang is attractive to international tourists, partly
confirming its development on the global stage. Meanwhile, 40,00% of the responses
from tourists who came to Nha Trang 3 times showed that Nha Trang attracts tourists to
come back to experience the facilities or scenery of Nha Trang again, which is also partly
confirmed that it is not monotonous or boring, and only about 2.86% of guests who
expressed their intention to return Nha Trang city in the future.

In terms of nationality, the tourists all come from different countries: 42.86%
are from Europe, while about 20.00% are from America which shows that Nha Trang is
currently attractive to countries such as Europe and America. Around 14.29% are from
Asia, however currently Nha Trang has policies to attract Asians, typically Korea and
China, thanks to Nha Trang's achievements in the Asian market, it can be clearly seen
that the city has been successfully attracting more visitors from Asia.

After the interview, I found that 77.14% of the answers with the purpose of
coming to Nha Trang to relax and enjoy leisure activities showed that Nha Trang has the
potential to attract tourists who seek exploration and have fun on the island. Other
purpose is to visit family and friends with a rate of 17.14% , while the remaining 5.71%

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visited for business. These findings show that Nha Trang is a place that serves many
types of tourists and is an ideal destination for relaxation, entertainment, or even
business.

2.2.2 The research method

This report was conducted to survey the level of satisfaction and

dissatisfaction of international tourists in different aspects when experiencing tourism in
Nha Trang. The main interviewees are tourists from different countries and English is the
language they were fluent in.

The duration to plan the survey face-to-face and online with tourists is about
three weeks to ensure the visitors who meet the survey’s conditions of speaking English
and choose Nha Trang as an ideal destination. It took us four weeks (from 9th
October 2024 to 31st October 2024) to conduct this report.

This report is based on practical experience and brings out recommendations to

find out the strengths and weaknesses of Nha Trang tourism. The questions are selected
to be suitable for current and former tourists. The questions aim to gain useful
information for each aspect of Nha Trang tourism development including services,
cuisine, facilities and general feelings towards Nha Trang.

This survey consists of 3 multiple-choice questions to easily assess general

information, 15 Likert scale questions to evaluate each level of tourists' opinions, and 2
open-ended questions to collect overall impressions of Nha Trang. The results aim to
provide measures for evaluating tourism in Nha Trang. The questionnaire is divided into
3 sections

 General information (the first 3 questions – page 1)

 Satisfaction rating:
+ From question 1 to question 5 – about food and services – page 1
+ From question 6 to question 11 – about local attraction – page 2
+ From question 12 to question 17 – about accommodations – page 2,3
 Feedback/Extra comments (from question 18 to question 19 – page 3)

Ms. Hoa guided us in the evaluation, observation, and analysis necessary to

complete the survey. To support the process of finding tourists, we also selected a few
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online participants to gather additional information and enhance the effectiveness of the
survey.

2.3 Findings & Discussions

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 Chart 4 - Food and Services(1) Chart 5 - Food and Services(2)
2.3.1 Food and services

The columns on the charts 4 and 5 above show the level of satisfaction of each
tourist when experiencing food services and tourist attractions in Nha Trang. Regarding
restaurant services, 40% of tourists agreed with many aspects, showing that restaurant
services in Nha Trang are generally good. However, around 14.29% of tourists disagreed,
suggesting that restaurants in Nha Trang need many improvements in different aspects
and mainly improving prices in Nha Trang. In terms of dishes,34.29% of tourists found
the dishes to be diverse and delicious, while 57.14% were average and 8.57% showed
that the dishes in Vietnam were insufficient to meet their satisfaction.

Regarding price, the level of customer satisfaction is lower with only 25.71%
agreeing, 22.86% disagreeing and 51.43% feeling average showing that prices in Nha
Trang are not enough to satisfy customers. Besides, we also have concerns about the
hygiene of the dishes, only about 11.43% of tourists agreed, but about 37.14% of tourists
disagreed, this is a large percentage and Nha Trang should have solutions to improve
food hygiene, and 51.43% were normal.

For services in Nha Trang, 22,86% of tourists felt satisfied with the staff’s
ability to speak English fluently and their friendliness. However, there are 37,14%
disagreed, and 40% rated neutral. This shows that the quality of Nha Trang needs
improvement. Furthermore, only 14,29% expressed satisfaction with Nha Trang’s
services speed, while 25,71% were dissatisfied and 60% rated it as neutral. The above
data highlights the necessary information to improve aspects of Nha Trang, particularly
in terms of food prices, food hygiene, and service quality.

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 2.3.2 Local attractions

Chart 6 - Museum Chart 7 - Walking streets

ChartChart 8 - Beaches
10 - Nightlife options Chart 9- Outdoor activities

The chart 6 shows that the museum is one of

the places that attracts the most tourists.
However, only about 45.71% of guests were
satisfied, while about 42.86% rated it as
neutral, and 11.43% expressed their
dissatisfaction. This data shows that the museum still does meet visitors’ satisfaction and
requires better quality.

Regarding the walking streets in the chart 7, tourists provided positive

feedback, with 57.14% expressing satisfaction, around 22.86% rating them as neutral and
20% expressing their dissatisfaction. showing that Nha Trang is still doing well in
walking streets with decorative items and advanced infrastructure.

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 The chart 8 shows that the beach is the most bustling destination with tourists
and also the place that attracts the most visitors. This is reflected in the data table that
makes up 60% of tourists agreed that the beach is beautiful and clean. Around 34.29%
rated it as neutral, and only 5.71% disagreed. In the chart 9 above, outdoor activities are
another advantage of Nha Trang City, with 60% of tourists expressing their satisfaction,
particularly with activities like scuba diving or kayaking. About 25.71% rated these
activities as neutral, and 14.29% expressed their dissatisfaction..

Additionally, the night-time options in the chart 10 have received less positive
feedback, with only 34.29% of tourists indicating satisfaction. Around 45.71% rated them
as average, and 20% disagreed, showing that tourists are not fully satisfied with the night
activities.

In conclusion, The data above shows that the beach and outdoor activities are
the strengths of Nha Trang, while there are areas that need improvement and
development, such as the museum and night-time activities.

2.3.3 Accommodations

Chart 11 - Variety of hotels Chart 12 - Booking methods

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 Chart 19 – Variety of activities
*During the interview process,
there was an issue with missing data in charts 12, 13, 15, and 19, reducing the total
number of participants from 35 to 21 for those charts. The data below is analyzed
separately for each chart*

In chart number 11, we can see that about 45.71% of tourists agree that Nha
Trang offers a variety of hotels to choose from, while about 54.29% are neutral. There are
no significant numbers showing disagreement, indicating that Nha Trang is doing quite
well in providing a variety of choices for tourists.

In charts number 12 and 13, regarding the booking methods, about 76.2% of
tourists agree, while only 23.8% are neutral, showing that hotels in Nha Trang offer
diverse booking methods that meet customer satisfaction very well. Additionally, easy
booking is another strong point of Nha Trang hotels, with 95.24% of tourists agreeing,
and only 4.76% feeling neutral. This is a strength that hotels in Nha Trang should
continue to promote.

In charts 14, 15, and 16, we see that 31.43% agree that the hotel's amenities
reflect Nha Trang's weaknesses in room amenities, while 57.14% are neutral and 11.43%
disagree. Regarding cleanliness and comfort, 90.47% of travelers agreed with the quality
of cleanliness and comfort at the hotel, while 9.53% were neutral, and no travelers
expressed dissatisfaction. This indicates that the hotel’s cleanliness and service are very
good and should be promoted further. In chart 16, regarding the price of the hotel, only
20.00% believe that the price matches the quality. This is a very concerning number and

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needs to be addressed. About 65.71% of people rated it as average, and 14.29%
disagreed.

Additionally, regarding the language ability of the staff, about 42.86% of

tourists agree, while 31.43% were neutral and 25.71% disagree, indicating that the staff's
language ability needs to have better training. Regarding the friendliness and capability
of the staff, 45.71% of tourists agreed, 40.00% were neutral, and 14.29% disagreed. This
shows that the agreement rate is not high, and there is a need to improve the quality of the
staffs in hotels.

Finally, regarding the diversity of activities organized in the hotel, 42.85% of

tourists agree, 52.39% were neutral, and 4.76% disagree. This shows that the hotel’s
activities are not diverse enough to fully satisfy tourists and need to be expanded.

Through the charts above, the strengths and weaknesses of Nha Trang tourism
are identified clearly, contributing to building a strong Nha Trang tourism sector with a
global presence.

2.3.4 Limitations

Although the survey has collected a lot of valuable information from international
tourists about satisfaction with tourism services in Nha Trang, there are still some
limitations that need to be noted. First, the number of survey samples was only 35
tourists, which is quite small compared to the large number of annual visitors to Nha
Trang, and may not fully reflect all types of tourists. especially those from less popular
countries.

In terms of group work, some problems in coordination among members also caused
difficulties during the survey implementation process. Although the team tried to work
efficiently, sometimes differences in approaches and perspectives created inconsistencies
in data collection and analysis methods. This sometimes leads to inconsistency in results
and it takes additional time to agree views among members. In addition, some team
members have difficulty arranging time and sharing work appropriately, leading to some
parts of work not being completed on time.

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 In addition, during the survey, some visitors were uncooperative or had an unpleasant
attitude when answering questions. This reduces the effectiveness of the data collection
process, as uncooperative visitors may provide inaccurate or insincere answers. Some
tourists also found it annoying to be interrupted between travel activities, which
prevented them from fully or accurately answering questions, affecting the quality of the
survey.

2.4 Reflective journal

2.4.1. After the Survey Design Phase

The process of designing a set of questions for the Nha Trang tourism survey opened up
a new horizon for me about the diversity of perceptions of international tourists. Learning
about what matters to visitors from different cultures, like food hygiene, helped me realize
the importance of designing my questions to be relevant with each object. In particular,
when comparing the answers of European and Asian tourists, I found that European
tourists often care about utility services and environmental cleanliness, while Asian tourists
do not. Focus on local culture and cuisine. These findings not only help me complete the
questionnaire but also suggest directions for further research on tourist psychology.
I used a series of different question formats to get a complete picture of my customers'
travel experiences. In addition to questions with available answer options, I also create
conditions for visitors to express their opinions freely. This helps me not only evaluate
customer satisfaction levels but also discover strengths, weaknesses, and opportunities for
service improvement.
One of the open-ended questions I asked was "In your opinion, what makes Nha Trang
special?". This question helped me realize that many tourists appreciate the natural beauty,
diverse cuisine, and friendliness of the local people. Besides, some visitors also proposed
some improvement ideas such as increasing the promotion of water sports activities or
organizing more cultural festivals.
Designing surveys in English has helped me practice the ability to use language
accurately and effectively. I tried to use simple, easy-to-understand language to ensure that
all visitors, regardless of their English level, could participate in the survey. This helps me
collect more objective and reliable data.

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 The team working environment has created favorable conditions for me to confidently
express my opinions and ability to use English. Discussing and completing tasks together
helped me gain many valuable experiences. The first time I presented my opinion in
English in front of the group, I felt very nervous. However, when I received your support
and suggestions, I became much more confident. Through that, I realized that
communicating in English is not difficult if we dare to overcome ourselves, and working in
groups not only helps me complete work effectively but also helps me develop soft skills
such as communication. continue, cooperate.

2.4.2 . Midway Through Data Collection

Through direct interaction with tourists, I clearly see the diversity in views and
assessments of Nha Trang's tourism services. For example, while European tourists pay
particular attention to the quality of facilities and staff service attitude, Asian tourists have
different priorities. Like some other tourists, they are especially concerned about the
cleanliness of their dishes. This information helps me better understand the psychology and
expectations of each customer group, thereby providing appropriate solutions to improve
service quality. I was quite surprised to find that many tourists are not too interested in
famous tourist destinations, instead, they like to explore small streets, and local eateries
and interact with local people. This shows that tourists are increasingly looking for
authentic and unique experiences.
To ensure that the data collected was error-free, I thoroughly checked the participants'
answers. For face-to-face interviews, I proactively answered questions and guided
participants to answer in the clearest way. As for the online survey, I carefully designed the
questions and provided detailed instructions to minimize misunderstandings. One of the
biggest challenges I faced was how to gather opinions from visitors who were not fluent in
English. To solve this problem, I collaborated with tour guides to assist with interviews and
translation. Through the data collection process, I realized that tourists have very diverse
expectations and desires for tourism services in Nha Trang. Besides general opinions about
improving service quality, I also received many comments from typical tourists such as the
fact that restaurants and services often raise prices very high when tourists come to buy or
use the service. This shows that we need to take improvement measures in this case to
improve the professionalism of Nha Trang tourism, thereby attracting more tourists to visit.
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 At first, I felt quite shy when approaching tourists to conduct surveys. However, by
carefully preparing and practicing my communication skills, I gradually became more
confident. Creating a friendly atmosphere and using simple language made it easy for me
to start a conversation. To facilitate the interview, I always try to start with a friendly
greeting and clearly explain the purpose of the survey. Listening and showing interest in
participants' opinions helped me build a good image and collect useful information. But
data collection was also quite difficult when there were a few situations that made it
difficult for me to communicate. Like one time, I met an elderly tourist who couldn't hear
clearly. To overcome this situation, I stood closer, spoke more slowly and clearly, and used
simple words. Thanks to that, the interview went smoothly and I gathered valuable
information. But I feel very happy and feel that my efforts are worth what I have collected.

2.4.3. After the Presentations

After finishing the exam report, I feel that this course has been an extremely interesting
journey of discovery, opening up new horizons about English for me. Not only did I
improve my ability to use language in an academic environment, but I also equipped
myself with practical communication skills, which are especially useful when working
with international tourists. Preparing and presenting presentations helped me realize the
importance of cultural factors in communication. This course has equipped me with
practical knowledge and skills to apply English in life. I was especially impressed with
the discussion on intercultural communication. Analyzing the survey results helped me
better understand the differences in consumer culture and preferences of tourists from
different countries. Helps me be more confident when communicating with foreigners.
Through the lessons, I had the opportunity to explore more deeply about Nha Trang's
tourism industry. Discussions with friends and teachers have helped me realize that
studying tourism does not stop at the customer perspective, but also includes learning
about the efforts of local people in developing tourism. sustainable tourism development.
Initially, I only focused on tourist experiences, such as service quality and attractions.
However, through discussions, I realized that the local tourism industry is facing many
complex challenges, from protecting the environment, minimizing the impact of tourism
on people's lives, to diversifying tourism products. I learned a lot from working in groups
and sharing ideas with everyone.
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Through the process of implementing the project, I have practiced data analysis skills in
English professionally. I have become proficient in using statistical tools and specialized
software to process data, as well as the ability to create vivid visual images such as charts
and graphs to illustrate research results. . Combining qualitative and quantitative data
helped me have a comprehensive view of the problem and make objective assessments.
The presentation course helped me realize that effective communication in English
requires not only a rich vocabulary but also presentation skills, persuasion and coherence.
I learned how to use professional, clear, and engaging language to convey information,
while also focusing on eye contact and body language to create a connection with my
audience. Thanks to detailed feedback from the lecturer, I have significantly improved
my speaking organization, presentation skills and use of advanced vocabulary, and time
management skills. It will help me a lot in future interviews or presentations in English.
The course taught me that the success of a project depends not only on technical
knowledge but also on adaptability and teamwork. From survey design to data analysis to
results presentation, each stage requires flexibility and creativity. I will apply these skills
to real-life projects in the future, especially in the work environment, where problem
solving and collaboration with colleagues are essential.
III. CHAPTER 3: Conclusion

During the process of making this internship report, researching the level of tourist
satisfaction with Nha Trang tourism has brought valuable results. The report not only
reflects the strengths of Nha Trang tourism industry such as beautiful beaches, attractive
outdoor activities and diversity of accommodation options, but also points out areas that
need improvement. , especially in terms of culinary services, service quality and evening
entertainment activities.

Through a survey of 35 international tourists, the responses helped show that Nha Trang
is gradually improving and making significant strides in tourism development. However,
there are still many challenges that need to be resolved, especially issues of service
prices, food hygiene and staff service quality. Feedback from visitors is also an important
basis for the city to introduce improvement measures to improve satisfaction and attract
more international visitors.

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In general, Nha Trang has great potential for tourism development and needs to make
good use of strong factors such as wonderful nature, unique entertainment activities and
comfortable accommodation services. However, to become a leading tourist destination,
Nha Trang needs to continue to improve service quality and build stronger promotional
strategies to sustainably develop its tourism industry.

References

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trang

2. Huyền - K. Nhịp sống kinh tế Việt Nam & Thế giới. 2024 [cited 9 Tháng Chạp 2024].
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duoc-du-khach-trong-va-ngoai-nuoc-yeu-thich.htm

3. Nha Trang Travel Guide: Explore Beaches, Culture & Adventures In Vietnam |
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4. Portal C thông tin du lịch KHKHTI. nhatrang-travel.com.

https://nhatrang.khanhhoa.gov.vn/vi/gioi-thieu/lich-su-hinh-thanh; 2020 [cited 9 Tháng
Chạp 2024]. Giới thiệu tổng quan Nha Trang. Available at: http://nhatrang-
travel.com/gioi-thieu/don-vi-hanh-chinh/gioi-thieu-tong-quan-nha-trang.html

Appendices

Survey

QUESTIONNAIRE ABOUT NHA TRANG TOURISM (Group 2)

The purpose of this questionnaire is to understand how tourists view Nha Trang across 3
areas: Food – services, local attractions and accommodations. It is conducted by students
of the Faculty of Foreign Language, Nha Trang University. Participation in this survey is
optional, and all data will be anonymous and erased after completing the research. We
thank you for your participation.

Section 1: General Information

How many times have you visited Nha Trang?

15
 o 1st time
o 2nd time
o More than 3 times

Where are you from? (Please specify if possible)

A. Asia B. Europe C. The D: Australia/New Zealand E. Africa

Americas

What is your purpose for visiting Nha Trang?

o Leisure/vacation
o Business
o Study
o Other

Section 2: Satisfaction rating

Please rate how much you agree with these statements by marking it on a scale of 1
(completely disagree) to 5 (completely agree) by placing an X in the suitable box.
a) Food and services
Statements 1 2 (Don’t 3 4 (Agree) 5
(Completely agree) (Neutral) (Completely
disagree) agree)
1. There are many
restaurants in Nha Trang
2. The dishes are diverse
and delicious
3. The price of food and
drink is reasonable
4. The food and drink
are
hygienic
5. The staff are friendly
and can speak English
well.
6. You are satisfied with
the time it took to
receive your food

b) Local attraction

Statements 1 2 3 (neutral) 4 (agree) 5

(Completely (disagree (completely
disagree) ) agree)
7. The museums and
16
 historical areas in Nha
Trang are worth seeing
8. The walking street in
Nha Trang is lively and
fun
9. Nha Trang has many
beautiful beaches that
are clean and well-kept
10. There are many
outdoor activities in Nha
Trang (e.g. hiking,
biking, scuba diving…)
that I find interesting
11. There is much to do
at night in Nha Trang
(e.g. bars, clubs, live
music venues…)

12. What are your favourite entertainment venues in Nha Trang?

...........................................................................................................................................
...........................................................................................................................................
...........................................................................................................................................
c) Accommodations

Statements 1 2 3 (neutral) 4 (agree) 5

(Completely (disagree (completely
disagree) ) agree)
13. There is a variety of
hotels/motels/hostels…
to choose from
14. The hotel offers a
variety of booking
methods (online/in
person/3rd party/…)
15. The booking process
is easy to understand
and follow
16. My room has
everything that I need
(hair dryer, smart TV,
snacks, Wi-Fi…)
17. The hotel was clean
and comfortable
18. The pricing is
17
 suitable for its quality
19. The staff can
communicate in English
well
20. The staff are friendly
and capable at their job
21. The hotel offers a
variety of activities
(bike/car rentals, ticket
bookings, cooking
classes…)

Section 3: Feedback/extra comments

22. What would you recommend to the city to make it better for tourists?
...........................................................................................................................................
...........................................................................................................................................
...........................................................................................................................................

THANK YOU FOR PARTICIPATING IN THIS SURVEY!

18
 Duty roster

2
DURA
TASK OWNER START END TION STATUS
(DAYS)
PREPARATION
Đỗ Gia Khang 9/9/2024 9/11/2024 2 Completed
Trần Ngọc
9/9/2024 9/11/2024 2 Completed
Phương Trinh
Nguyễn
Phước Kim 9/9/2024 9/11/2024 2 Completed
Discuss and Select topic Quy
Trần Thị
9/9/2024 9/11/2024 2 Completed
Hồng Nhung
Nguyễn
Hoàng Đông 9/9/2024 9/11/2024 2 Completed
Đông
Assign mission Đỗ Gia Khang 9/16/2024 9/18/2024 2 Completed
1. General Trần Ngọc
9/16/2024 9/18/2024 2 Completed
Information Phương Trinh
Nguyễn
2. Food and
Phước Kim 9/16/2024 9/18/2024 2 Completed
Service
Quy
Design Nguyễn
3. Local
questionna attractions Hoàng Đông 9/16/2024 9/18/2024 2 Completed
ire Đông
4.
Trần Thị
Accommoda 9/16/2024 9/18/2024 2 Completed
Hồng Nhung
tions
Edit
Questionnair Đỗ Gia Khang 9/19/2024 9/20/2024 1 Completed
e file
Trần Ngọc
Make project plan 9/20/2024 9/21/2024 1 Completed
Phương Trinh
Print out the
Đỗ Gia Khang 9/22/2024 9/22/2024 0 Completed
Questionnaires
Check the questionnaire Trần Ngọc
9/23/2024 9/26/2024 3 Completed
Phương Trinh
Đỗ Gia Khang 9/23/2024 9/26/2024 3 Completed
Nguyễn 9/23/2024 9/26/2024 3 Completed
Phước Kim

19
 Quy
Trần Thị
9/23/2024 9/26/2024 3 Completed
Hồng Nhung
Nguyễn
Hoàng Đông 9/23/2024 9/26/2024 3 Completed
Đông
Trần Ngọc
Edit project plan 9/27/2024 9/28/2024 1 Completed
Phương Trinh
Print out the
Đỗ Gia Khang 9/28/2024 9/29/2024 1 Completed
Questionnaires
Hand in the
Đỗ Gia Khang 9/29/2024 10/3/2024 4 Completed
Questionnaires
INTERVIEWING
11/15/202
Đỗ Gia Khang 10/7/2024 39 Completed
4
Trần Ngọc 11/15/202
10/7/2024 39 Completed
Phương Trinh 4
Nguyễn
11/15/202
Phước Kim 10/7/2024 39 Completed
Interview 35 foreigners 4
Quy
Trần Thị 11/15/202
10/7/2024 39 Completed
Hồng Nhung 4
Nguyễn
11/15/202
Hoàng Đông 10/7/2024 39 Completed
4
Đông
REPORT
Compile the videos and 11/20/202
Đỗ Gia Khang 11/19/2024 1 Completed
recordings 4
Trần Ngọc 11/21/202
Analyze data 11/20/2024 1 Completed
Phương Trinh 4
Trần Ngọc 11/22/202
11/21/2024 1 Completed
Phương Trinh 4
Make data charts Nguyễn
11/22/202
Phước Kim 11/21/2024 1 Completed
4
Quy
Write report 11/25/202
Đỗ Gia Khang 10/18/2024 38 Completed
4
Trần Ngọc 11/25/202
10/18/2024 38 Completed
Phương Trinh 4
Trần Thị 11/25/202
10/18/2024 38 Completed
Hồng Nhung 4
Nguyễn 10/18/2024 11/25/202 38 Completed
Phước Kim 4

20
 Quy
Nguyễn
11/25/202
Hoàng Đông 10/18/2024 38 Completed
4
Đông
PRESENTATION
11/10/202
Assign mission Đỗ Gia Khang 11/5/2024 5 Completed
4
Trần Thị 11/10/202
Introduction 11/5/2024 5 Completed
Hồng Nhung 4
Nguyễn
Overview of 11/10/202
Phước Kim 11/5/2024 5 Completed
the topic 4
Quy
11/10/202
Make Results Đỗ Gia Khang 11/5/2024 5 Completed
content 4
Opinions
Trần Ngọc 11/10/202
about the 11/5/2024 5 Completed
Phương Trinh 4
topic
Nguyễn
11/10/202
Conclusion Hoàng Đông 11/5/2024 5 Completed
4
Đông
11/15/202
Đỗ Gia Khang 11/11/2024 4 Completed
4
Trần Ngọc 11/15/202
11/11/2024 4 Completed
Phương Trinh 4
Nguyễn
11/15/202
Phước Kim 11/11/2024 4 Completed
Check the content 4
Quy
Trần Thị 11/15/202
11/11/2024 4 Completed
Hồng Nhung 4
Nguyễn
11/15/202
Hoàng Đông 11/11/2024 4 Completed
4
Đông
Nguyễn
11/23/202
Hoàng Đông 11/16/2024 7 Completed
4
Make PowerPoint Đông
Trần Thị 11/23/202
11/16/2024 7 Completed
Hồng Nhung 4
Practice the presentation 11/27/202
Đỗ Gia Khang 11/24/2024 3 Completed
4
Trần Ngọc 11/27/202
11/24/2024 3 Completed
Phương Trinh 4
Nguyễn 11/24/2024 11/27/202 3 Completed
Phước Kim 4
Quy
21
 Trần Thị 11/27/202
11/24/2024 3 Completed
Hồng Nhung 4
Nguyễn
11/27/202
Hoàng Đông 11/24/2024 3 Completed
4
Đông

22
 All 35 file survey,

QUESTIONNAIRE ABOUT NHA TRANG TOURISM (Group 2)

The purpose of this questionnaire is to understand how tourists view Nha Trang across 3
areas: Food – services, local attractions and accommodations. It is conducted by students
of the Faculty of Foreign Language, Nha Trang University. Participation in this survey is
optional, and all data will be anonymous and erased after completing the research. We
thank you for your participation.

Section 1: General Information

1. Times
a. 1st time: 6/3/4/2/5 = 20
b. 2nd time: 0/1/0 = 1
c. More than 3 times: 1/3/3/5/2 = 14
2. Nationality
a. Asia: 0/2/1/2 = 5
b. Europe: 1/3/2/5/4 = 15
c. America: 2/1/3/1= 7
d. Australia/New Zealand: 4/1/1/2= 8
e. Africa
3. Purpose
a. Leisure: 7/3/5/5/7 = 27
b. Business: 0/1/1 = 2
c. Study: 0
d. Other: 0/3/1/2 = 5

Section 2: Satisfaction rating

Please rate how much you agree with these statements by marking it on a scale of 1
(completely disagree) to 5 (completely agree) by placing an X in the suitable box.
a. Food and services
Statements 1 2 3 4 5
Completely Disagree Neutral Agree Completely
disagree agree
1. There are many 1/2/2 3/4/3/3/3 3/1/2/4/4
restaurants in Nha 5 16 14
Trang
2. The dishes are 1/1/1 2/6/4/4/4 4/1/2/3/2
diverse and delicious 3 20 12
3. The price of food 3/1 2/6/1/1 2/1/5/2/3 1/4/3
and drink is 4 10 13 8
reasonable
23
4. The food and 2/1/2 3/2/1/2 2/6/4/3/3 1/1/2
drink are 5 8 18 4
hygienic
5. The staff are 2/1 1/4/3/2 1/2/4/3/4 3/3/1/1 1
friendly and can 3 10 14 8
speak English well.
6. You are satisfied 1/3/1 5/4/5 1/1
with the time it took 5 14 2
to receive your food

b. Local attraction
Statements 1 2 3 4 5
Completely Disagree Neutral Agree Completely
disagree agree
7. The museums and 2 1/1 3/5/3/4 2/7/2/3 1/1
historical areas in Nha 14
2 15 2
Trang are worth seeing
8. The walking street in 3 3/1 4/1/3 1/3/6/4/6
Nha Trang is lively and 8
4 20
fun
9. Nha Trang has many 1 1 3/4/1/2/2 4/2/5/4/4 1/1
beautiful beaches that 2
12 19
are clean and well-kept
10. There are many 2 2/1 2/2/1/2/2 1/4/4/4/4 2/1/1
outdoor activities in 4
3 9 17
Nha Trang (e.g. hiking,
biking, scuba diving…)
that I find interesting
11. There is much to do 1 3/2/1 2/7/4/2/1 2/2/4 1/1/1/1
at night in Nha Trang 8
6 16 4
(e.g. bars, clubs, live
music venues…)

12. What are your favourite entertainment venues in Nha Trang?

1. The beach
2. The beach
3. Nightclubs
4. Nha Trang beach
5. Vinpearl
6. Nha Trang beach, Vinpearl
24
7. Đó theater
8. The Museum of Oceanography
9. Vinwonders and Paradise Club
10. Karaoke
11. Vinpearl Island
12. Chăm Tower
13. Nha Trang beach, Tran Phu Street
14. Luisiana, Local restaurant
15. Fairy Mountain
16. Panorama rooftop, hotel
17. Từ Tôn Pagoda, pagodas
18. 2/4 Square
19. The Museum of Oceanography
20. Nha Trang beach
21. Vinpearl Island, Tằm Island
22. Masa Restaurant
23. Đa Bảo Pagoda
24. Local cafes
25. Resort & spa
26. Đầm Market

c. Accommodations

Statements 1 2 3 4 5
Completely Disagree Neutral Agree Completely
disagree agree
13. There is a variety of 1 3/4/6/3/3 4/2/1/4/4
hotels/motels/hostels… 19 15
to choose from
14. The hotel offers a 1/3/2 3/2/4 3/2/1
variety of booking 6 9 6
methods (online/in
person/3rd party/…)
15. The booking process 1 2/4/6 5/2/1
25
 is easy to understand and 12 8
follow
16. My room has 1/1/1/1 2/4/6/4/4 5/2/2/2
everything that I need 4 20 11
(hair dryer, smart TV,
snacks, Wi-Fi…)
17. The hotel was clean 1/1 2/4/6 5/2
and comfortable 2 12 7
18. The pricing is 1/2/1/1 3/4/6/6/4 3/1/1/2
suitable for its quality 5 23 7
19. The staff can 6/2/1 2/1/4/3/1 3/3/1/5 2/1
communicate in English 9 11 12 3
well
20. The staff are friendly 2/3 2/3/4/1/4 5/2/6/3
and capable at their job 5 14 16
21. The hotel offers a 1 1/4/4 2/1/3 3/2
variety of activities 9 6 5
(bike/car rentals, ticket
bookings, cooking
classes…)

Section 3: Feedback/extra comments

22. What would you recommend to the city to make it better for tourists?
 Having more authenticity (as in, more cultural identity)
 Having more variety of activities
 Having more art galleries (local/international arts)
 Having more oversight on hotel pricing, some are overprice
 Having more art venues for local artists
 Having more tourist police
 Improving the staff’s English
 Promoting the food
 Cleaning the beach and adding more street book
 Cleaning the beach
 Reducing air pollution from the karaoke street
 No recommendation
 Cleanliness improvement

26
 Better tourist assistance
 Promoting local food overseas
 No recommendation
 Nightlife and entertainment development, cleanliness improvement
 Having more recommendations of places for tourists, improving cleanliness
 Improving cleanliness
 Improving services such as staff have to be honest and treat respectfully with
tourists, improving attitude of people
 Improving speaking English staff
 Improving cleanliness of beach and along side of road, fix sidewalk
 Building more smoking areas
 Having more police to control the traffic flow
 Having more lifeguards patrolling the beach
 Keeping Nha Trang authentic
 Cleanliness improvement
 Traffic improvement
 Infrastructure improvement

THANK YOU FOR PARTICIPATING IN THIS SURVEY!

27