IMPROVE THE QUALITY OF MOBILE SERVICES IN VNPT THAI NGUYEN IN THE CONTEXT OF INDUSTRIAL REVOLUTION 4.0

Abstract

The study analyzes the current situation of mobile service quality in VNPT Thai Nguyen based on primary data sources (through customer surveys) and secondary data, using qualitative and quantitative analysis methods with scales; measure Likert 5 levels to assess customer satisfaction with the service quality of VNPT Thai Nguyen; assess the impact of influencing factors to determine the impact level of the factors to improve the quality of mobile services in VNPT Thai Nguyen. Since then, proposed a number of solutions to improve the quality of mobile services in VNPT, improve competitiveness, maintain and increase market share; creating motivation for VNPT Thai Nguyen to grow sustainably in the context of industrial revolution 4.0.