Assessment of the Satisfaction of Customers Using Mobifone Mobile Service in Ho Chi Minh City

Abstract

In recent years, the telecommunications service market has developed rapidly and strongly, contributed to help the telecommunications market become more competitive, supplied a variety of services with reasonable prices, and brought benefits for users. Up to now, the market share of the mobile market in Ho Chi Minh City in general and Ho Chi Minh City in particular is being divided to 4 service suppliers: Mobifone, VinaPhone, Viettel, Vietnamobile. From January 08, 2018, the network operators started a new war to gain market share since the regulation on the conversion of the terrestrial mobile telecommunications network with unchanged number of the Ministry of Information and Communication comes into effect. Network operators must compete for service quality, if customers are not satisfied, they will switch to another network operator and remain their numbers. This is good for customers but poses a big challenge for network operators like Mobifone.

A research of assessment of the satisfaction of customers using Mobifone mobile service in Ho Chi Minh City aims to measure the influence of some factors to the satisfaction of customers who are living and working in Ho Chi Minh City. Since then, solutions are given to help Mobifone change its direction to attract subscribers by increasing service quality, thereby improving customers’ satisfaction.