Application of Servperf Model in Assessing Viettel's Mobile Internet Service Quality In Danang City
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Keywords:
telecommunications providers
Internet mobile services
SERVPERF model
service quality
customer satisfaction
Abstract
Nowadays, telecommunication industry has grown rapidly in Vietnam market. The popularity of smart phones and tablets leads to the increase in users of Internet mobile services. In the race of profit, telecommunications providers in Vietnam have been improving service quality to satisfy current customers and attract potential customers. Despite being one of the three largest telecommunication providers with significant investment in this industry, Viettel’s quality of Internet mobile services has not really met customers’ expectations. This study applies the SERVPERF model to assess the Internet mobile service of Viettel and figures out the existing problems of this provider in Danang market. Then the author gives some recommendations in terms of staff, convenience, and responsiveness to improve the quality of Viettel’s Internet mobile services.
References
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Published
Jun 30, 2016
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How to Cite
Dam Nguyen Anh Khoa*, Nguyen Hoang Thao Nguyen. “Application of Servperf Model in Assessing Viettel’s Mobile Internet Service Quality In Danang City”. The University of Danang - Journal of Science and Technology, vol. 6, no. 103, June 2016, pp. 50-54, https://jst-ud.vn/jst-ud/article/view/3639.
