The objective of this researchis to investigate customer satisfaction with quality of Viettel’s mobile phone service.The following proceduresare conductedin this work: (1) Research design, (2) Research process establishment, (3) Research limitation and theoretical background, (4) Participants confirmation and sampling, (5) Data collection, and (6) Data analysis.
Through direct interview with 250 questionnaire samples, data analysis results helped to test unsuitable variables and build final scales of the research with 20 observed variables of 5 factors, including (1) Network quality; (2) Price; (3) Promotion; (4) Value Added Services; and (5) Customer Care Service, to assess customer satisfaction with quality of Viettel’s mobile phone service.
In this research, regression analysis is applied to identify factors affecting customer satisfaction. The Customer Care Service was one of the most important key factors among five research factor groups affecting the customers’ satisfaction with the quality of Viettel’s mobile phone service. The Quality of Mobile phone network is ranked the second which is followed by the Price.
Moreover, the customers’ recommendationsabouthow to enhance the quality of Viettel’s mobile phone service are collected and analyzed.
The research had some shortcomings with sample size as well as analysis technique; however, research’s results could be served as the basis for proposing relevant recommendations in policy making as well as service administration to improve competition for Viettel market.
