By the end of 2016, the Ministry of Information andCommunications has granted official licenses to four large enterprises inVietnam to implement the fourth generation (4G) mobile telephony system, namelyViettel Telecome, VNPT (Vinaphone), Mobifone and Gtel Mobile. The 4G market inVietnam is booming and service providers are competing fiercely with these hugemarket shares.
With the fierce competition in 4G market, service provideralways want to bring the highest satisfaction to customers when using their services.According to a survey from IDG announced at the end of July 2017, Viettel isthe service provider achieved the highest satisfaction of customers in thecategory “4G serviceprovider coverage typical” by Viettel installed 3600 stations 4G in63 provinces, the coverage is high enough to cover 95% of the population.However, there are still some important issues. Alsoaccording to a survey conducted by IDG, when competing with the Mobifone,Viettel lost in the category “4G Service Provider Have High Quality”.
Specifically, thecriteria in this category are the speed of data loading, the speed of postingdata, the use of television services, watching movies online (use more data),using social networks (Facebook, Instagram, Twitter,…). This is the firstproblem for Viettel.When competing with the Vinaphone, Viettel lost in thecategory “4GService Provider Have Good Customer Care”.
Items in this categoryinclude the following: service charges (package price, retail price), serviceconvenience, promotions variety, customer service. This is the second biggestproblem for Viettel. Large corporations always consider customer satisfaction asthe core of their value to success and long-term prosperity. In addition, theproject “The project to deploy the service of moving the mobile serviceprovider, keeping subscriber number in Vietnam” has been approved and willcommence on January 1, Viettel should improve the above to improve customersatisfaction as well as their loyalty.