1

ĐẠI HỌC QUỐC GIA HÀ NỘI
TRƯỜNG ĐẠI HỌC KHOA HỌC XÃ HỘI VÀ NHÂN VĂN




NGUYỄN THÀNH HƯNG



PHÁT TRIỂN HOẠT ĐỘNG KINH DOANH
DU LỊCH TÀU BIỂN TẠI CÔNG TY CỔ PHẦN
DU LỊCH VÀ DỊCH VỤ HỒNG GAI




LUẬN VĂN THẠC SĨ DU LỊCH





Hà Nội-2013
2

ĐẠI HỌC QUỐC GIA HÀ NỘI
TRƯỜNG ĐẠI HỌC KHOA HỌC XÃ HỘI VÀ NHÂN VĂN


NGUYỄN THÀNH HƯNG


PHÁT TRIỂN HOẠT ĐỘNG KINH DOANH
DU LỊCH TÀU BIỂN TẠI CÔNG TY CỔ PHẦN
DU LỊCH VÀ DỊCH VỤ HỒNG GAI

Chuyên ngành: Du lịch
(chương trình đào tạo thí điểm)


LUẬN VĂN THẠC SĨ DU LỊCH

Người hướng dẫn khoa học: TS. Vũ Mạnh Hà



Hà Nội-2013
4

MỤC LỤC

 1
 4
 8
 9
  10
 11

 11
u 12
 12
4. Mô hình và ph 13
 13
4.2. Ph 13
5. L 14
 15
Chng 1.  
 16
 16
 16
1.1.1.1. Khá 16
1.1.1.2. Vai trò, à 17
à 20
1.1.1.4. S là 21
à 23
  23
 24
 24
 27
à 28
 28
5

 khách à 29
1.1.3.1. 

 29
 29

 29
 30
  30
 31
1.1.3.7. 











 31
 32
àu b
Nam 33
 33
à 34
à 37
  37
à
hành 38
Chng 2 
  41
 41
 42

 42
 45
  
tà 47
  47
 48
 49
  50
 53
 53
 54
6

 54
2.2.2. C  56
2.2.2.1. C  56
 57
  59
 60

  63
2.3.1. Môi tr 63
 65
 65
  67

 68
  68
 68
2.4.1.2. C  70

 71
 73
 73
 74
2.4.3.3. u trú 75
 76
 76
 77
 80
2.4 83

 86
 86

88
7

 88
 89
Chng 3. 

 93
 93

  95

 95
 97
 99












 99
3.2.3.2. p m 

 101
3.2.3.3. M 













 102
 103

 104
 104

105
 106
 106
 107
 108
3.3.2.  110
3.3.3. 



 111
 113
 115
 118


8

DANH MỤC TỪ VIẾT TẮT

CTCP: 
UNESCO: 
TTLL: 
GPS: 
TNHH: 
-UB: - 
 

 
KD: Kinh doanh
 
DV: 
HDV: 
TT: 
LD: Liên doanh
GDP: 
HL: 
QLNN: 






9

DANH MỤC CÁC BẢNG

STT
Nội dung
Trang
1

56
2

trong công ty
57

3
-2011
59
4
2009-
2011
60
5

66
6

khách
70
7

-2011
81
8
 

84










10

DANH MỤC CÁC HÌNH VẼ, BIỂU ĐỒ, SƠ ĐỒ

STT
Nội dung
Trang
1

11
2

26
3
D
và D
55
4

công ty
67
5



69
6



76
7

-2011
82
8

-2011
83








11

LỜI MỞ ĐẦU
1. Lý do chọn đề tài

 
khá cao
[35, vi

           

t 
Tron 

                
- 

 
 


 
            


       
-  -  và
Phòng Thành  .
Công ty CP Du   
 


12

và 

khách du c
 

              
 
.
2. Mục tiêu nghiên cứu
   kinh doanh

 .
3. Đối tƣợng và phạm vi nghiên cứu:
-  
   

-  

 
- 
o 

2011
o 
2012
13

4. Mô hình và phƣơng pháp nghiên cứu
4.1. Mô hình nghiên cứu















 Mô hình nghiên cứu luận văn

4.2. Phƣơng pháp nghiên cứu

- 

, 
- 
thông qua 
th
Thu thập số liệu
Phân tích các yếu
tố cơ bản tác
động hoạt động
kinh doanh
Mô tả hoạt động
kinh doanh đón
khách du lịch tàu
biển
Vấn đề và mục tiêu nghiên
cứu
Định hƣớng và các giải pháp phát triển hoạt động kinh doanh đón khách
du lịch tàu biển của công ty
Đánh giá chung
và đánh giá mức
độ thỏa mãn của
khách hàng
14


- 


* 
-  
            

- 
.
- 


5. Lƣợc sử vấn đề nghiên cứu
 



- 
- 





               

 
- TCDL
15



. 

 
   


6. Kết cấu của luận văn



















  3 
  

.
  u
.
  
à
Gai.



16

 MỘT SỐ LÝ LUẬN CƠ BẢN VỀ DU LỊCH TÀU BIỂN VÀ
HOẠT ĐỘNG KINH DOANH ĐÓN KHÁCH DU LỊCH TÀU BIỂN
1.1. Du lịch tàu biển
1.1.1. Tổng quan về du lịch tàu biển
1.1.1.1. à
D
. N

.



 
ngày
nay nó 











ch 
1
[33,3]. Nó
               
du   Ngày nay, tà  không 
                các
,  
 75%
[35,58].


1
 
calling at a number of ports)
17


 
tàu

tà
t
.
 hài hòa các  

 - .  
 nhìn 
    
N du khách  
 sabao quanh các  
chung.  
               

             
 trên
  

1.1.1.2. Vai trò, à


phá 


18

- 
 
Theo TS. 
tà              



2
[35,vi]





                

     
   à           
[35, Table 2. Cruise
passenger arrivals]


thác này.  
và khai thác hình  cho
     
 
            
khách tà.


2
Cruise tourism has been more confined in scale but in recent times has seen
rapid growth in passenger volume (8% cumulative per year) and the creation, diversification and
consolidation of destinations
19

- :


   


             
  













- 
 :
  


 ninh, an toàn,
20


 
các tà
 
 
c 
 



 tà
1.1.1.3. à
ó cà

 :

 (
) và d (
).
+  , có d (
 
 (
chí là vài tháng và c .
u du l

10.000            ách) và siêu tàu
 [33,7]
21

 à
 à     

           gành công
.

- 
   







              
th 


n.
 hình  


Tron       àu Queen Mary, Queen Elizabeth




22

   

 bean
3
[35,8]. hát này
khá kinh doanh 


này, tàu .
, 

               
8% . m 200
 
 [35,8].



   

Cunard QM2 
 àu
  
Tà 148.528  2620 hành
khách           125 . Tà 
 21,5 MW. Trên tàu có 10
,  
 



3
Tourist cruises are a relatively modern activity, originating in the early
1970s in Miami, United States of America for cruises throughout the Caribbean

23

1.1.2. Đặc điểm của du lịch tàu biển




Cảng tạm dừng           
    

               

 
    

  
 
 tham
quan riêng theo ý thích.
Tàu biển:  
-bin, các
ca-           -  
-
   -         g trong
---

Cơ sở vật chất khu vực phụ trợ: 


24








ch có


Thời gian
au.
Đối tƣợng 


 




Cơ cấu 

 
 

[33, 5]

+ Các công ty kinh doanh lữ hành
















 
25


. , 





 , 
 . 










:
- 














cho
khách 
              
phòng 


- 









 : 















 , 






 , 





 . 
 , 


 
              
 tour, các yêu 
    .  xúc 

    

- 

















 : Khi a khách n
khách sn, công vic tip theo ca hng dn viên là phi hp vi b phn
 tân và trng oàn làm th tc check in-out và t chc n ug cng
nh phc v khách trong nhng ngày lu trú ti khách sn.
- T chc phc v khách dch ti im du ch: Trong quá trình thc

hin chng trình du ch theo hp ng ca công ty và phc v khách trong
chuyn i, công vic chính ca hng dn viên là ng dn khách tham
quan các im du ch có trong chng trình vi i dung thuyt minh chính
26

xá. Hng dn viên óng vai trò  là m  s ca
 nc ón khách i vi các oàn khách quc  cng nh n có
nhng  v
 du ch  có th áp ng nhu cu
tìm hiu ca khách ni  cng nh khách qc t.   ng dn
viên phi có y  nhng kin thc chuyên ngành và các k nng 
pc v mt cách tt nht cho khách du ch.
- X lý các tình hung xy ra trong quá trình t chc pc v khách
du lch:
 x lý tt các tình hung bt ng trong chuyn i, òi hi ng
dn viên phi luôn bình nh, thn trng nhng k thi, chính xác và linh
hot trong i tình hng  tnh táo tìm ra bin pháp gii quyt nhanh
chóng và hp lý. Hng dn viên cng n tranh th s giúp , h  ca
trng àn và các thành viên trong oàn nhm xlý tình hung t cách
tt nht. Gp nhng tình hug phát sinh nghiêm trng, hng dn viên
phi báo cáo v b phn iu hành  liên h vi các c
quan chc nng  ni xy ra tình hung  phi hp gii quyt.
+ Dịch vụ vận chuyển:
             
             

 . Sau khi
tàu 



 


