| Author | Nguyen ThiThanhHien |
| Note | A projectstudy submitted in partial fulfillment of the requirements for the degree of Master of Business Administration (Executive) in International Business – Management of Technology (VN), School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | Purpose: This project aims to indentify the current situation of customersatisfaction and proposesa solution to improve customer satisfaction for EVN group. Design /Methodology/ Approach: The project report uses quantitative/qualitative approach with questionnaires and interviews with typical customer of EVN about their satisfaction with the company’s products and services. This researchis based on five gaps in customer satisfaction and classified to three key drivers for EVN to define take actions Findings: Over the recent years, Vietnam Electricity (EVN) has been facing many challenges in production, investment and development operations. Power demand has a high rate increase.Annual investment requires huge amount.Financialmanagement meets many obstacles, prices of materials, equipment and fuel cost tend to increase; hydrography condition changes unexpectedly due to impacts of climate changes affecting operation of hydropower plants; the power tariff cannot be adjusted appropriately to escalation of input costs influencing EVN's financial situation... In the near future, although EVN has some specific advantages such as available reserved capacity, several significant transmission lines newly operated and financial ability partly improved.There are still potential risks related to efficiency of production and business, stable power supply to be ensured. Promoting saving energy program for economic power energy usage and monitoring power system in an efficient manner are very crucial. EVN Broad of Management has been decided: 2014 has been specified as “The Year of Business and Customer Service” for which the whole corporation will spend all necessary resources to make breakthrough in power business and service area to bring about the best value to Customers. The customer satisfaction is also one of the most importanttfactor Customer service. This research indentified the root causes of customer satisfaction at EVN Group, and determine the gaps in the current customer situation should be improved. Finally, specify solutions are recommended to improve the effectiveness of Customer satisfaction and management at EVN Group. |
| Year | 2014 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Swierzcek, Fredric William;Huynh Trung Luong |
| Examination Committee(s) | Zimmermann, Willi |
| Scholarship Donor(s) | Vietnam Electricity and Norwegian Electricity Corporation |