| Author | Luong Dinh Viet |
| Note | A project submitted in partial fulfillment of the requirements for the
degree of Master of Business Administration (Executive) in International Business – Management of Technology, School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | In developing countries, economic structures are shifting strongly towards services.
Accounting for 30 to 50% of GDP, the service sector is showing its importance in the
development of developing countries. Especially in the process of globalization today, the
penetration of the economy services from developed countries to developing countries is
inevitable.
Information technology industry has shifted from supplying products to provide multiple
services from recent years. EVN.IT has entered the industry of information technology for
nearly 30 years ago and is now facing the challenge of change to maintain its market and
compete with other competitors. One question is "How EVN.IT can retain and reinforce its
position as well as bringing more satisfaction to customers?". The answer is customer
service. Only customer service can make a difference and bring the customers more
sticking with the company.
This study analyzed issues related to the impact of customer service to customer
satisfaction and relationships with sales and profits of the company. On the basis of the
issues EVN.IT is now facing, some recommendations are made to improve customer
service of EVN.IT. |
| Year | 2010 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (Executive) in International Business - Management of Technology (VN/BKK)) |
| Chairperson(s) | Winai Wongsurawat; |
| Examination Committee(s) | Huynh Trung Luong;Bechter, Clemens ; |
| Scholarship Donor(s) | Electricity of Vietnam Groups; |