Improving the competitiveness in providing mobile communication services of Vietnam's telecommunications companies

During this research, the authors looked at the document, investigate customer interviews, expert consultation under the guidance of science teacher guidance. As a result, the thesis answers the question about the problem: (1) competitiveness and competitiveness in the provision of mobile communication services be?, (2) Features primarily of mobile communication services and service suppliers of mobile communication, (4) factors affecting the competitiveness of Vietnam telecommunications company providing services in mobile communication?, (4) the criteria for evaluating the competitiveness of companies in the provision of mobile communication services? Through the investigation of secondary data and interviews with 972 customers using mobile information service company of three major service providers in Vietnam market is VinaPhone, MobiFone and Viettel, the author has setup the comprehensive picture of the competitiveness landscape in providing information services to mobile telecom company in Vietnam. The author points out the strengths and weaknesses of the overall competitiveness of all three companies as well as its own internal capacity of MobiFone, VinaPhone and Viettel in the provision of mobile communication services. Combined with the theoretical framework outlined in Chapter 2, 7 groups stated solution: Improve service quality, expand market and brand development of the company; Improving the organizational structure of investment companies and human resource development; Improved service delivery processes, research, investment in developing networks and services and to boost investment cooperation and international synchronization and standardization management mechanisms, financial regulations and network planning to improve the competitiveness of these companies in the future. In addition, the authors also propose such government created a legal framework ventilation, improve the business environment, abolished some taxes unreasonable, uniform orientation, planning, monitoring to meet the development needs of the economy and society, to create a healthy competitive environment.

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and propose some solutions and recommendations to improve 2 competitiveness in the provision of mobile communication services of Vietnam telecommunication company. 3. Object and scope of research Study subjects are competitive in providing mobile communication services of the company through considering the evaluation criteria and the factors affecting competitiveness in the provision of mobile communication services of the telecommunications company. Scope of research: focus on analysis of evaluation criteria and factors affecting the competitiveness of service providers 3 mobile information provider of mobile communication services in Vietnam's largest (MobiFone, VinaPhone, Viettel), taking into consideration certain extent with other companies. Baseline study period ranged from 2005 to 2012. 4. Research Methodology Topics using both qualitative research methods and quantitative research methods. - Quantitative research: topics using statistics and surveys in the field of mobile communication, such as revenue, number of subscribers, number of base stations, the service dealer, market services and market growth analysis phan.vv... to evaluate the competitiveness of the companies selected studies. In addition, subjects were 972 survey interviews clients are using mobile information services of the company and consulted a number of experts to study the criteria for evaluating the competitiveness of supply service companies. - Qualitative research: topic analysis methods using case studies 3 service providers VinaPhone, MobiFone and Viettel to shift research and development competitiveness in the supply of products / services the company. 5. New contributions of the thesis - Clarifying the concept of competitiveness of the company in providing mobile communication services, the general criteria applied to assess the competitiveness of businesses to determine the criteria for evaluating the competitiveness of businesses providing services in mobile communication. - Assessment of environmental change telecommunications industry, in the field of mobile communication from monopoly to competition. - Assess the strengths and weaknesses of the competitiveness of the three major companies operating in the field of providing mobile communication services in 3 Vietnam (VinaPhone, MobiFone, Viettel) from two different aspects: assessment of customers to use mobile communication services and evaluate the intrinsic capacity of the company providing mobile communication services. - Assess opportunities and challenges for companies in the context of removal monopoly and opening the telecommunications market, provide direction and solutions to improve competitiveness in the provision of mobile communication services of the telecommunications company Vietnam. 6. Dissertation Structure In addition to the Preamble, Conclusion, References list, Annex, the thesis includes four chapters. CHAPTER 1: OVERVIEW OF RESEARCH RELATED TOPICS THESIS 1.1. Some of the study abroad So far, the theory of competitiveness on world development trends in many different schools and many different approaches. Porter's Five Forces model was first published in the Harvard Business Review magazine in 1979 to learn content elements to make a profit in business. This model, often called the "Porter's Five Forces", is considered to be useful tools to understand and effective source profits. More importantly, this model provides competitive strategies to maintain or increase company profits. In 1990, M. Porter announced his "Competitive Advantage of Nations". This book is Porter research in ten countries leading economy. The book offers the first theory of competitiveness based on the causes of productivity, whereby companies compete with each other. Porter shows how traditional comparative advantages such as natural resources and cheap labor was no longer a source of prosperity. The book also introduces the "diamond" - a way to understand the competitive position of a country (or location) in the current global competition and is an integral part of economic thinking international business. In the telecommunications sector, a number of studies as follows: - Jean-Jacques Laffont and Jean Terole, Compatition in Telecommunications, Massachusetts Intitute of Technology. In this book, the authors provide theoretical 4 model based on the assumption that the natural monopoly of the telecommunications industry no longer reflects reality. - Feng Li and Jason Whalley, Deconstruction of the telecommunications industry: from value chains to value networks, Telecommunications Policy. In this study, the authors conclude that some of the current changes in the telecommunications industry is very progressive, and all companies need to reassess strategies and their market position and the difficult decision to go forward. 1.2. A number of research projects in Vietnam - In 2004, Tran Van Tung, author of the book "Competing economic and national competitive advantage and competitive strategy of the company" issues mentioned in economic competition, competitive advantage analysis of national strategy and recommendations for companies competing in the Vietnam period is gradually integrating world economy. - In 2006, Vu Trong Lam published the book "Raising the competitiveness of companies in the process of international economic integration." In this work, the authors have codified some notion of the competitiveness of the company in the country experience analyzing and improving international competitiveness of the company situation analysis and competitive environment the legal framework of competition in Vietnam. Particularly mobile telecommunications sector, in recent years a number of research projects are as follows: - In 2006, Prof. Bui Xuan Feng has published the book "Managing telecommunications business towards economic integration" After referring the matter to business and general business administration telecommunications field telecommunications business administration, the author refers to a number of theories on competition and competitiveness in the field telecommunications and propose some solutions in order to improve competitiveness for telcos. - In 2007, Le Ngoc Minh in economics doctoral thesis "Development of the company business business mobile communication services in Vietnam" presents the theoretical development of the business of the company services of mobile communication, situational analysis and set the direction and development of business solutions for the company's business mobile communication services in Vietnam. - In 2012, graduate student Tran Thi Anh Thu defended his doctoral thesis 5 economy "Enhancing Competitiveness of Telecommunications Corporation Vietnam in terms of Vietnam is a member of the World Trade Organization". In this work, the author has pointed out the rationale for enhancing the competitiveness of companies, real state enhancement of competitiveness of the Vietnam Posts and Telecommunications and the solution for this problem. 1.3. Conclusions drawn from the literature review 1.3.1. The consensus view of competition in the provision of mobile communication services of telecommunications companies - In the theoretical framework of research: most previous studies and analysis using two models are studied diamond pattern and five forces model of Michael E. Competitive Porter. The model has put the company in a particular industry environment, analyzing the factors affecting the competitiveness of companies in the provision of services and the impact of environmental competitiveness of the company. - Regarding research methods: previous studies have combined both qualitative research methods and quantitative. - Regarding the solution: Towards improved criteria for measuring the competitiveness of the telecommunications company providing services in mobile communications and proposals to create a healthy competitive environment. 1.3.2. The point to further research on competition in the provision of mobile communication services of telecommunications companies - Criteria for evaluating competitiveness in providing mobile communication services of telecommunications companies. - The transformation of telecommunications environments, especially mobile communications sector from monopoly to competition and especially after Vietnam joined the WTO. - The role of government in enhancing the competitiveness of Vietnam's telecom companies, particularly in the provision of mobile communication services. - The response and adaptation of telecom companies in Vietnam with the change of environment. - Orientations and measures to improve competitiveness in the provision of mobile communication services of the telecommunication company Vietnam. 6 CHAPTER 2: THEORETICAL BACKGROUND ON COMPETITIVENESS IN PROVIDING SERVICES OF MOBILE COMMUNICATION TELECOMMUNICATIONS ENTERPRISES 2.1. Characteristics of mobile communication services and service suppliers of mobile communication 2.1.1. Characteristics of mobile communication services - The quality of mobile communications services depends on many factors. - Mobile information services have high mobility. - Mobile communication service with enhanced security. - Charges mobile communication compared with other telecommunications services. - Product of mobile communication services nature areas. 2.1.2. Characteristics of provide information services for mobile telecommunications company - Costs of major capital investments. - Technology is leading. - The level of competition in the sector. - Humans play an important role. - The process of service consumption associated with the production process. - The process of transmitting information is the process of establishing multi- dimensional relationship. - Timeliness of mobile communication services. 2.2. Competitiveness in providing mobile communication services 2.2.1. Competitiveness Competitiveness is the possibility that businesses can maintain their position in the long-term and sustainable competitive market by creating products / services are of high quality, reasonable price, to sell / supply and convenience obtained desired rate. 2.2.2. Competitiveness in providing mobile communication services Competitiveness in providing mobile communication services of telecommunications companies is the ability of telecommunications companies to maintain their position in the long-term and sustainable competitive market by creating 7 the mobile communication services with consistent quality, reasonable rates, providing a convenient way and earned a profit target. 2.2.3. The need and the role of enhancing competitiveness in providing mobile communication services of telecommunications companies For companies providing mobile communication services, competitive creative opportunities and pressures. Therefore, to improve competitiveness in providing information services and mobile telecommunications company in the market economy now has an active role: First, the capacity to create competitive pressure on telecom companies must constantly search for creativity, improved production methods and management organization providing services, innovative technologies, applied scientific and technical progress, developing new services, increase productivity, lower the cost of services. Second, for consumers, improving competitiveness creates a continuous pressure on prices, forcing companies to lower service charges for service to sell quickly. Third, for the economy, improving the competitiveness of companies enlivened the economy, promote growth and create pressure on companies and industries to use resources effectively resources, thereby contributing to overall saving of resources in the economy. Fourth, foreign relations, enhance the competitiveness of the company promote market expansion in the region and the world, looking for new markets, joint ventures with foreign companies, through heavily involved in the division of labor and international economic cooperation, enhanced exchanges of capital, labor, science and technology with other countries in the world. 2.3. Criteria for evaluating competitiveness in providing mobile communication services of telecommunications companies The different ways to assess the competitiveness of businesses around the following criteria: market share, revenue, and profit margins, financial management practices, company reputation, the the management team and skilled work force, quality, price, service diversification, distribution systems... Applying the above criteria, the proposed thesis competency assessment criteria competition in the provision of mobile communication services of telecommunications companies, including: 8 - Quality of products / services. - Charges for product / service. - The system of distribution of products / services. - The difference of products / services. - Information and promotion. - Brand and reputation of the product / service. 2.4. The factors affecting the competitiveness of service providers of mobile information Telcos 2.4.1. External factors 2.4.1.1. The elements of macro environment - Political Environment - law: including the statutes, rules and activities of the state agencies that affect the company's operations. - Cultural environment - social factors including population and income, culture and environment. - Economic Environment: including economic growth, national economic policy and the business cycle. - Environmental technology: The process of technological innovation is considered as the process of system development, is the time to turn new ideas into products or services can be sold on the market. - The natural environment: including natural resources and economic infrastructure. - International Environment: trends of globalization, trade liberalization. 2.4.1.2. Factors in the environment sector - Pressure of providers: the number and size of suppliers, the ability to replace the product / service providers, information providers. - Pressure from customers: the control through competition in a purchase decision. - Competitive pressure from potential rivals: depends on the attractiveness of the industry, the barriers to entry. - Competitive pressures from substitute products: the ability to meet the needs of similar products / services current. - Competitive pressure from existing competitors: industry conditions, the structure of the industry, the barriers to retreat. 9 2.4.2. Internal factors The internal factors are the factors arising from within the enterprise, affecting the consolidation and improve the competitiveness of enterprises, such as: - Financial capacity: the financial situation of the company shows the company's strength in competing. - Production capacity: the ability to create products / services are of high quality, low price and production scale to meet the needs of the market. - Human resources: people is an important factor determining the existence and development of the company. - Marketing: system sales and marketing activities deliver products / services to the customer, the best meet customer needs. - Activities Research and Development plays an important role in the development and application of new technologies in time to create a competitive advantage in the marketplace. - Organizational capacity and corporate governance: the combined efforts of the common man in the organization and better use of the wealth of the organization to achieve the organization's overall goals and objectives of each people wisely and most effectively. 2.5. Experience enhanced competitiveness in the provision of mobile communication services in several countries around the world On the basis of experience introducing enhanced competitiveness of the Korean telecommunications company, and China, the thesis has identified a number of lessons reference to Vietnam telecommunications company providing services in the mobile. That is: Firstly: Improving the quality of service and customer service. Secondly organization management model flexible and science. Thirdly: Increase investment in research and development. Fourth: Update, technological innovation. Fifthly: Construction company culture distinctive. Sixthly: Having strategic market development, proper customer. 10 CHAPTER 3: COMPETITIVENESS IN PROVIDING INFORMATION SERVICES OF VIETNAM MOBILE TELECOMMUNICATIONS COMPANY 3.1. Overview of the market and the companies providing mobile communication services in Vietnam 3.1.1. Overview of market development 1993, with the introduction of the first mobile networks - MobiFone, Vietnam's mobile market is formed. VMS - MobiFone choose GSM technology. In turn, then, the following mobile network launched as VinaPhone (1997), Viettel (2004) also chose GSM technology. Even as HT Mobile after some time pursuing CDMA technology as S - Fone to finally switch to GSM with a new name Vietnamobile. The market shift from monopoly to competition. Besides, customers also demand continued to increase. Initially only the conventional voice services, short messaging, multimedia messaging,.... And now, mobile data services are fast growing trend. It can be said, competition was quite exciting on the telecommunications market in Vietnam with many new service providers and policy rates more reasonable, more attractive to customers. 3.1.2. Overview of companies providing mobile communication services in Vietnam - Stage appearance (1993-1998): In 1993, the network launched MobiFone uses GSM technology and service providers to deploy mobile communications in May 8/1993 in Hanoi, HCM City in 1994 and continues to expand across the country. In 1996, Vinaphone opened and began providing services. The agency's management is Vinaphone Telecom Services Company (GPC), is a 100 % owned company of VNPT investment and accounting mechanisms depend VNPT. - Transition period (1998 - 2001): In 2000, the General Post Office Vishipel allows setting satellite earth stations - TTDD Inmarsat International and licensed to provide Inmarsat services. But so far, the company has not officially active. - From 2001: In Vietnam, the market for mobile communication services has made the company to join the business as: Saigon Postel, Viettel, EVN, HTMobile. 3.1.3. Overview of the competition in providing information services and mobile telecommunications company Vietnam The following table shows the change of the share company providing mobile 11 communication services in Vietnam in the 2005-2012 period: Table 3.1: Market share and market share growth of the mobile network in Vietnam during 2005-2012 Unit: % Mobifone Vinaphone Viettel other networks Year Market share +/- % Market share +/- % Market share +/- % Market share 2005 36 49 11 4 2006 31 -5 -14 33 -16 -33 30 19 173 6 2007 28 -3 -10 25 -8 -24 32 2 7 15 2008 29 1 4 21 -4 -16 37 5 16 13 2009 27,15 -2 -6 27,19 6 29 33,82 -3 -9 11,84 2010 29,11 2 7 28,71 2 6 36,72 3 9 5,46 2011 17,9 -11,21 -38,51 30,07 1,36 4,74 40,45 3,73 10,16 11,58 2012 18,45 0,55 3,07 30 -0,07 -0,23 40 -0,45 -1,11 11,55 Source: [3] MobiFone market share almost no variation in the years from 2006-2010. However, between 2011 and 2010 with the spikes, the market share in 2011 decreased 11.21 %, down 38.51 %, respectively compared to 2010. In 2012, the market share of MobiFone have increased but not significantly, increased by 0.55 % market share (up 3.07 % respectively). Market share declined most Vinaphone. In 2006, the net loss of 16 % (corresponding to 33 % loss of market share compared to 2005). However, the last 3 years, the market share of Vinaphone continuously increasing: in 2009 increased 6 %, 2 % in 2010 and 2011 increased by 1.36 %. To 2012, VinaPhone has been a slight decrease in market share, lost 0.07 %. Strong rise in the Viettel network. In 2005, when a new entry is more than 1 year, this network only accounts for 11 % market share. In 2006, Viettel rising to 30 % market share. In recent years, the pace of growth has slowed Viettel. However, Viettel is the biggest network in the market; VinaPhone is the second largest operator with 30 % and MobiFone ranked 3rd with 18.45 % market share. The only network remaining 11.55 %. Thus, the largest company in the market including: company information VMS, telecommunications company Vinaphone and military telecom company Viettel. 12 3.2. The internal factors affecting competitiveness in the provision of mobile communication services of the Vietnam telecommunication company Table 3.3: Table assess the intrinsic capacity of Viettel Strengths Weakness - The culture of quality. - Large market. - Resources for young and dynamic. - Good corporate image - Services and Distribution. - New Products. - Good CEO. - Competitive service rates. - Field TTDD Party and State have been identified "priority development", which is a favorable condition for the renewal and development of the company. - Vietnam is considered as a potential market, the pace of economic growth, population. This is a big advantage for companies operating in the telecommunications sector in general and in particular Viettel. - Viettel Telecom network covering all provinces and become providers of telecommunications services and the nation's largest growing brand. - The financial activities of the company are relatively healthy and transparent. - The company has built a company culture solidarity, overcoming difficulties and propose innovative solutions to accomplish tasks. - The investment is concerned, but despite a lack of uniformity has led to certain difficulties in operating the network. - The economic crisis reduced demand for the company's services. - Quality of service is limited - Market segmentation unclear. - Parts weak financial management. Table 3.5: Table assess the intrinsic capacity of VinaPhone Strengths Weakness - Business major, long-standing, familiar image, prestige. - Available traditional customers. Direct contact with customers to quickly grasp the needs and tastes of customers. - The advantage of receiving modern technology, offering new services, diversified and high quality. - Network infrastructure both large national backbone network and local access networks. Network-wide delivery service. - There are good international cooperation. - Our team of experienced workers, solidarity possible. - Often a pioneer in offering new services to attract attention and customers. - Quality of current services better than competitors. - Diversified services and advantages in providing full service, one-stop shop for customers, satisfy customer needs large (private network settings). - The bloated management structure, large-scale, dependent accounting inflexible. - The quality of a number of low-quality services. - The investment costs of large infrastructure network. Web development by administrative area, spreading wasteful, difficult to upgrade. - Charges for some services. Charging method less attractive customers. - Sales cumbersome procedure. - Limited investment for the advertising, promotion. Advertising forms less attractive. - Not enough attention to market research, competitor analysis. No business strategies to adapt quickly to market changes. - This type of service is not much value, service poor information content. - Awareness and business experience in the limited market mechanisms. 13 - Financial strength, strong funding of organizations and individuals at home and abroad. - Large labor force, lack of high- level experts in economics and engineering. Table 3.8: Table assess the intrinsic capacity of MobiFone Strengths Weakness - Telecommunication network system large. - The distribution system is well organized. - The level of advanced technology. - Strong financial position. - High-level management, advanced management technology. - Quality of service possible. - Weak network system in the remote - Higher rates than competitors. - Not focused on market development areas and remote. 3.3. Rating competitiveness in providing mobile communication services of Vietnam telecommunications company through client interviews investigation 3.3.1. Research Methodology After comparing, for comparison, that the author of the Parasuraman SERVQUAL scale and colleagues have similarities with six evaluation criteria competitiveness in the provision of mobile communication services mentioned above. SERVQUAL Scale consists of 10 components: (1) Tangible Media, (2) Trust, (3) Response, (4) Capacity serving, (5) Access, (6) India need; (7) Information, (8) Trust, (9) Safety; (10) Understanding. Figure 3.8: SERVQUAL Model Source: [47] [48] Although the model is only assess the quality of services but this scale covering almost every aspect of the service. In addition, the competitiveness of enterprises in the 14 supply of power is reflected in the loyalty of customers now. Model of customer loyalty mobile communication services in Vietnam have been two German authors on America, Bui Nguyen Hung proposed. Figure 3.9: Model of the customer loyalty of mobile communication services in Vietnam Source: [23] From this model, the authors have given the scale of customer loyalty in the use of mobile communication services of telecommunications companies in Vietnam. Combining these two scales together with the National Technical Regulation on quality phone service over mobile network communications ground (NTR 36:2011 / MIC), the authors give scale to assess the capacity addition competition in the provision of mobile communication services of telecommunication companies. Then, the author has developed questionnaires, conducting surveys and collected 972 questionnaires. 3.3.2. Rating competitiveness in providing information services and mobile telecommunications company Vietnam 3.3.2.1. Quality of service Chart percentage of customer evaluation of service quality 0,00% 20,00% 40,00% 60,00% 80,00% 100,00% 120,00% C l e a r v o i c e W h i l e v o i c e c a l l s Y o u f e e l s e c u r e T h e v a l u e - M a k e s u r e t h e T h e o p e r a t o r S a l e s p e o p l e a r e T h e r e s u l t s S a l e s s t a f f Scale R a t e Totally disagree Disagree Neutral Agree Totally agree Figure 3.12: Chart percentage of customer evaluation of service quality Source: survey data In 2011, the Department of Quality Management of ICT MIC has officially LOYAL SATISFACTORY BARRIERS The call quality Price structure Value Added Services Convenient Customer Service Loss New Resilience New Joining The attractiveness of other network Customer Relations H11 H12 H13 H14 H15 H21 H22 H23 H24 H25 H3 H5 H4 15 announced the results of testing the quality of the service in 2011 mobile telecommunication network of 3 ground Viettel, MobiFone and VinaPhone. Table 3:11: The results measure the quality of telephone service in the mobile telecommunication network ground Vinaphone, MobiFone and Viettel 2011 No. Items QCVN 36 MobiFone Vinaphone Viettel 1 Call ratio is set successfully ≥ 92% 99,77 % 96,38 % 99,50% 2 The rate dropped calls ≤ 5% 0,23 % 1,43 % 0,23% 3 Voice quality (voice quality point average) ≥ 3 points 3,80 points 3,64 points 3,94 points 4 Accuracy burn rate: - The rate of false calls were recorded charges ≤ 0,1% 0,053 % 0 % 0,017 % - The rate of talktime charges were recorded wrong ≤ 0,1% 0,003 % 0 % 0,005 % 5 Call rate charges, billing errors ≤ 0,01% 0 % 0,0063 % 0,0042 % 6 The availability of services ≥ 99,5% 99,832 % 99,871 % 99,995% 7 Complaints about the quality of customer service (the customer complaints nai/100 / 3 months) ≤ 0,25 0,0051 0,0037 0,0002 8 Feedback of customer complaints (complaints ratio reply in writing within 48 hours from the time of receiving the complaint) 100% 100 % 100 % 100% 9 Customer support services: - Time to provide customer service support by phone 24 hours a day 24 hours a day 24 hours a day 24 hours a day - Percentage of calls to customer service support and accounting for successful circuit receives signals of telephone operators answer in 60 seconds ≥ 80% 98,11 % 93,87 % 97,47% Source: [20] 3.3.2.2. Charges for services Chart review of rate contract customers on service charges 0,00% 20,00% 40,00% 60,00% 80,00% 100,00% 120,00% C o n n e c t i o n c o s t s a r e C h a r g e s f o r s u c h c a l l s i s H o w t o c h a r g e p e r Y o u a l w a y s g e t t h e I n c a s e y o u h a v e l o s t o r M e t h o d o f p a y m e n t Scale R a t e Totally disagree Disagree Neutral Agree Totally agree Figure 3:16: Chart review of rate contract customers on service charges Source: survey data 16 Chart of the assessment rate prepaid customers on service charges 0,00% 50,00% 100,00% 150,00% T h e c o s t o f b u y i n g C h a r g e c u r r e n t H o w t o c h a r g e p e r W h e n n e c e s s a r y C a l l d u r a t i o n T i m e t o n e w W h e n t r y i n g t o Scale R a t e Totally disagree Disagree Neutral Agree Totally agree Figure 3:20: Chart of the assessment rate prepaid customers on service charges Source: survey data 3.3.2.3. Distribution system service Chart percentage of customers rated the service distribution system 0,00% 50,00% 100,00% 150,00% S t o r e s s y s t e m - w i d e t r a n s a c t i o n s c o n v e n i e n t T i m e s o p e r a t i o n o f t h e c u r r e n t s t o r e i s v e r y T h e s h o p c u r r e n t l y t r a d i n g a s a b r i d g e A c c o r d i n g t o y o u , t h e s a l e s p e r s o n ' s s u p p l i e r s A c c o r d i n g t o c u s t o m e r s , s a l e s s t a f f i s q u a l i f i e d T h e s e r v i c e p r o v i d e r s h a v e a v a r i e t y o f Scale R a t e Totally disagree Disagree Neutral Agree Totally agree Figure 3:24: Chart percentage of customers rated the service distribution system Source: survey data 3.3.2.4. The services differentiated Chart percentage of customer evaluation of service differentiation 0,00% 20,00% 40,00% 60,00% 80,00% 100,00% 120,00% M o b i l e N e t w o r k c u s t o m e r s S e r v i c e s y o u c h o o s e t o S e r v i c e s y o u s e l e c t l e g a c y S e r v i c e s c u s t o m e r s p r e f e r r e d Scale R a t e Totally disagree Disagree Neutral Agree Totally agree Figure 3:28: Chart percentage of customer evaluation of service differentiation Source: survey data In fact, the authors also studied, comparing the network's service pack 3 was investigated and the following summary: 17 Table 3:16: The service pack of Viettel, Mobifone and Vinaphone to 05/2012 Products Viettel Mobifone Vina Phone Sea+ Economy Mobicard Mobi365 Vinacard Vina Text Tomato Sinh viên Mobi 4U MobiQ Vina Daily Vinaxtra Hi School MobiZone Vina365 Happy Zone - Isurf Ciao - MyZone Prepaid Tourist - Union Officials - - Basic+ - - MobiGold TalkEZ EZCom VinaPhone Postpaid Family VIP Corporate - - Mbusiness Mfriend Mhome - - iTouch EZCom VIP Colleague Family Source: [21] [24] [27] Results in the table above shows, the network has Vinaphone package for customers to use the most, and No. 2 is Viettel ranked No. 3 in the final MobiFone company. However, considering the diversity of the services Vinaphone head but beware of the uniqueness and effectiveness of the services they have superior MobiFone 2 other companies. Overall, customer reviews are correct when the network is too small to supply the package and market the unique differences of the package is less. 3.3.2.5. Information and promotion Chart percentage of customer evaluation of information and promotion of the network 0,00% 20,00% 40,00% 60,00% 80,00% 100,00% 120,00% T h e i n f o r m a t i o n r e l a t i n g t o T h e s e r v i c e p r o v i d e r s a r e m o r e T h e p i c t u r e b o o k i n t r o d u c e s Scale R a t e Totally disagree Disagree Neutral Agree Totally agree Figure 3:32: Chart percentage of customer evaluation of information and promotion of the network Source: survey data 18 3.3.2.6. Services brand and reputation of the company Chart percentage of customer evaluation of brand and reputation VinaPhone, MobiFone and Viettel in service provision 0,00% 50,00% 100,00% 150,00% T h e b r a n d S l o g a n o f Y o u c a n a s s o c i a t N e t w o r k s e r v i c e Scale R a t e Totally disagree Disagree Neutral Agree Totally agree Figure 3:36: Chart percentage of customer evaluation of brand and reputation VinaPhone, MobiFone and Viettel in service provision Source: survey data Besides the synthesis and analysis of evaluation criteria competitiveness in providing public services of all three companies, the authors also have separate individual companies and general assessment of client capacity competition in the supply of each company diich. Since then, with the evaluation board competitiveness in providing mobile communication services of each company as follows: Table 3:20: Competitiveness in providing mobile communication services MobiFone, VinaPhone and Viettel on customer reviews Unit: Point Criteria MobiFone VinaPhone Viettel Leading Quality of service 3,765 3,717 3,685 MobiFone Charges for services: postpaid 1,517 1,867 1,085 VinaPhone prepaid 2,578 2,093 3,119 Viettel Distribution system service 3,658 3,678 3,828 Viettel The differentiated services 3,500 3,233 3,402 MobiFone Information and promotion 3,787 3,644 3,745 MobiFone Brand and reputation services 3,879 3,833 3,970 Viettel Source: survey data In general, the evaluation of our customers, the competitiveness of the three services company providing leading mobile communications market Vietnam is relatively high. The evaluation criteria of companies do not differ significantly and are over 3 points. Private service charges indicator reached a low point and there is a 19 significant difference: the postpaid service charges, but VinaPhone highest scores but lower than 2 points, while the rate prepaid service, Viettel leads first with a score greater than 3. However, in order to improve their competitiveness, companies need to pay attention to issues such as: (1) Make sure the conversation is the customer's call being dropped circuit, (2) Resolve rapid customer complaints, (3) Solving customer complaints to the situation, logical, (4) Quick fix when communications failures; (5) Reduce the cost of subscription month for postpaid subscribers; (6) reduced call costs, (7) Increase in promotions, discounts for postpaid subscribers, (8) freight invoice report monthly postpaid subscribers need clear, accurate, (9) for prepaid subscribers, the operator call charges to debit the customer's exact; (10) process and procedures for transfer of services to ease, simpler; (11) Keep your balance in the customer account type conversion services; (12) Raising the level of tellers; (13) sales skills Training for tellers; (14) Make clear the difference between the types of services; (15) Provide services to meet customer requirements; (16) Provide services of legacy good characteristics, preferred customers, choice, (17) Creation of special services to meet the different market segments, (18) Diversification of services of the company (19) provide books, beautiful pictures introduction services, eye catching, (20) Get the customer's interests in mind is that the supply of services. 3.4. Overall evaluation of the competitiveness of Vietnam telecommunications company providing services in mobile communication 3.4.1. Strengths - Scale and network coverage increasingly broad and deep. - Along with the promotion of installing additional base stations and coverage, companies providing mobile communication services has not stopped competing, racing boost subscriber growth. - Flexible tariff policy, with diverse services and customer oriented. The telecom companies are scrambling to reduce rates to entice customers and develop new customers. - The telecommunications company also continuously launched many different packages to best meet customer needs. - Customer care is increasingly being emphasized. The customer care is done in 3 phases: before, during and after sale. 20 3.4.2. Weakness - The management of State for telecommunications companies that are insufficient. - The three telecommunications companies are state-owned enterprises, so when making the investment, expanding foreign... often time consuming and procedures for approval, reports state agency in charge. - The company growth and uneven development. Viettel is the speed of the company's largest development subscribers with wide coverage and the deepest. - Quality of service is not stable. - Telecommunications market grows too hot, the telecommunications companies are racing to increase subscribers, subscriptions run while investing for the network infrastructure has not kept pace leading to congestion still occurs. 3.4.3. Cause - Due to the nature of the field of mobile communication: characteristics provide mobile communication services of the company depends on the residential status of the economy. - The management mechanism is still insufficient: all three major companies providing mobile communication services above the current active form of 100 % state- owned, so the investment management, cost Government charges lead to difficulties for companies active in the development and market expansion. - Routine use of telecommunications services, internet in Vietnam is increasing but still low. - The company imbalance in strategic long- term business development: expression of growth in the market share gap and large fluctuations. - The analysis and forecasting of the company is not good, is the cause of the decision of the board of the company is not close to the real situation of the market. - There is no solution to increase service revenues explicitly: most, businesses are not out of the problem subscriber should develop long -term strategies for development services have not been paying attention. - The staff and employees of the company have not been trained in all copies and synchronize the various local. 21 CHAPTER 4: DIRECTION AND CAPACITY BUILDING SOLUTIONS IN THE COMPETITIVE SERVICE SUPPLY MOBILE TELECOMMUNICATIONS COMPANY OF VIETNAM 4.1. The development of Vietnam's telecommunications company providing services in mobile communication next time 4.1.1. Opportunities and challenges for Vietnam telecommunications company in providing mobile communication services in the near future 4.1.1.1. Development trends of the market - ARPU decline of the network. - Declining voice revenues, business opportunities from mobile data services. - The emergence of a growing number of smartphone and tablet line, these devices will create new habits for mobile users and generates data traffic is growing. - The start shifting from voice services to data services embodied in the new habits of consumers and as well as a new revenue source for operator. 4.1.1.2. Opportunities for Vietnam Telcos - Access to capital investment, engineering, technology and management experience new conditions modernized network, expand services, improve the quality of the team... - Expand overseas market of the company is made easier. - Must be regularly renewed both in service delivery and organizational models, management thinking... - Favorable opportunities for companies to increase sales, expand markets,... - Easily accessible with new technologies, accelerate application deployment of new services, high quality, attract customers,... 4.1.1.3. Challenge that the Vietnam telcos may face - Competition will become increasingly fierce. - Interconnection charges between mobile and fixed if not timely controlled, will continue to be detrimental to the fixed network, affecting the convergence of fixed phase - Mobile - Internet - upcoming TV. - The company must always renew the organization and management to adapt to improve performance. - The training and raising the level of the officials and employees must be done methodically, efficiently. 22 - The phenomenon of brain drain. - The telecommunications industry companies will have to apply multiple standards, international standards, while incentives and state subsidies cuts. 4.1.2. The development of the telecommunications sector in Vietnam in the coming time - Development of market orientation: ensuring telecommunications market towards sustainable development quality and efficiency; developing internal resources associated with international cooperation; restructured markets. - The network development: promoting the development of broadband access networks to the household; capacity transmission system long distance and international telecommunication networks developed by individual agencies organization. - The development of services: development of new telecommunications services in accordance with the trend of convergence of technology and services, reduce costs, lower costs, improve service quality. - The direction of technological development: development of advanced technology applications, modern, efficient use of telecommunication resources, promote the application of telecommunications technology environmentally friendly, energy saving. - The master plan and use of telecom resources: ensure the planning, allocation and transfer of public telecommunications resources, fair and transparent application of market mechanisms such as auctions, contests, allows transfer of the right to use, deploy mobile telecommunications services next-generation broadband. 4.2. Solutions to improve competitiveness in the provision of mobile communication services of the telecommunication company Vietnam - Improving service quality: focus on developing infrastructure to ensure the ability to respond to large numbers of subscribers and expand coverage to minimize the possibility of dropping out, to ensure voice quality and boosting development of content services, value-added mobile network. - Expand market and brand development: Promote market research; improve ad performance, promotion, media operations, direct marketing activities, build and standardize synchronously, consistent brand identity systems, systems and standards in active form all contact with the outside; diversified customer care program. - Improving the organizational structure of investment companies and human resource development: considering plans to set up a joint stock company affiliated to the services provided in the course of providing services to customers; building and develop 23 corporate culture, diversity training forms, special forms of self- promoting; research building management systems and resource sharing knowledge, building capacity requirements standard capacity of target groups to develop core competency groups, strengthening innovation team and the organization and operation of the training facility. - Improved service delivery process: encouraging process improvement initiatives to provide services; improve service delivery process synchronization, closed, construction and implementation of the quality management services, construction and implementation of the sales process, building process resolve customer complaints. - Research and development investment networks and new services: decentralization of investment management, promoting autonomy in investment activities, strengthen inspection and supervision; overcome investment spread, focused on developing new services, improving the system of regulations and guidance research and development activities, building strong relationships between supply parts to the research department, the formulate and implement good programs key science and technology. - Strengthening cooperation and international investment: research strategy and plans for the development of international cooperation, strengthen multilateral cooperation, actively participate in the organization of economic activity, engineering, training, network expansion investment, business mobile communication services in foreign markets. - Synchronization and standardized management mechanism, financial regulations and network planning: enhanced coordination between different levels of management, advising agencies to direct such operator determined, tasks to ensure progress to intensify the inspection, testing and monitoring mechanisms and evaluation mechanism innovation of financial management, improving financial regulation. CONCLUSION During the period of international economic integration today, when Vietnam became an official member of the WTO, competition issues, especially in the competitive field of mobile communication has become fierce and aggressive. That fact requires telecommunications companies to innovate organization or business to suit the context of the times and trends. The experience of the reference telcos around the world, as well as a baseline study for proposed solutions " Improving competitiveness in the provision of mobile communication services of telecommunications companies in Vietnam" is essential 24 to ensure the telco Vietnam maintain competitiveness in the provision of services, and adapt to the context of the new economic trends. During this research, the authors looked at the document, investigate customer interviews, expert consultation under the guidance of science teacher guidance. As a result, the thesis answers the question about the problem: (1) competitiveness and competitiveness in the provision of mobile communication services be?, (2) Features primarily of mobile communication services and service suppliers of mobile communication, (4) factors affecting the competitiveness of Vietnam telecommunications company providing services in mobile communication?, (4) the criteria for evaluating the competitiveness of companies in the provision of mobile communication services? Through the investigation of secondary data and interviews with 972 customers using mobile information service company of three major service providers in Vietnam market is VinaPhone, MobiFone and Viettel, the author has set up the comprehensive picture of the competitiveness landscape in providing information services to mobile telecom company in Vietnam. The author points out the strengths and weaknesses of the overall competitiveness of all three companies as well as its own internal capacity of MobiFone, VinaPhone and Viettel in the provision of mobile communication services. Combined with the theoretical framework outlined in Chapter 2, 7 groups stated solution: Improve service quality, expand market and brand development of the company; Improving the organizational structure of investment companies and human resource development; Improved service delivery processes, research, investment in developing networks and services and to boost investment cooperation and international synchronization and standardization management mechanisms, financial regulations and network planning to improve the competitiveness of these companies in the future. In addition, the authors also propose such government created a legal framework ventilation, improve the business environment, abolished some taxes unreasonable, uniform orientation, planning, monitoring to meet the development needs of the economy and society, to create a healthy competitive environment. The results of this study if the practical application of information services provided by the mobile telecommunications company Vietnam will create favorable conditions for the Vietnam telecom companies enhance their competitiveness in the supply mobile communication services, maintain its position in the domestic market, carving out a niche overseas markets.

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