| Author | Vo Van Tien |
| Note | A project study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration (Executive) in International Business – Management of Technology (VN), Schoo of Management |
| Publisher | Asian Institute of Technology |
| Abstract | As all we know many services in the telecom industry are created by high technologies or modern equipments. This mean that any company doing business in the telecom industry are the same opportunities to buy them for their business. In order to Ho Chi Minh City Telecom Company to building blocks of competitive advantages base on invest in the high technologies or know how technologies are so difficult approach. Thus, the company must rely upon its ability and improving the present service quality to outperform its rivals. An impossible solution to the company to remain the leading in the telecom market is the company must increase its services quality to adapt new requirements from customers. This means the company must focus on factors relate to human namely it has to change the ways that the company interact with customers and its internal processes. These factors support the company to attract new customers and retain existing customers and obviously help the company earn more money and continuous growing. In the recent years Ho Chi Minh City Telecom Company has been considered that the service quality as a significant factor contributes to the competitive advantages for its business. But many surveys were by the company shown that the quality service can not match customer expectation. There are many reasons lead to these issues are relate to quality of human resource and organization‟s structure. Therefore, this research must propose the possible service strategy for Ho Chi Minh Telecom Company to remain the leading of the telecom market in Ho Chi Minh City. The purpose of this research aims to evaluate the present service quality at Ho Chi Minh City Telecom Company based on the SERVQUAL model under the form of dimension by dimension analysis. The outcome of the study would help top managers have a clear and full picture about the current service quality. Consequently, recommendations will be provided according to the result of findings.
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| Year | 2015 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Bechter, Clemens;Huynh Trung Luong |
| Examination Committee(s) | Swierczek, Fredric W.;Tocquer Gerard |
| Scholarship Donor(s) | - |