By the end of 2016, the Ministry of Information and Communications has granted official licenses to four large enterprises in Vietnam to implement the fourth generation (4G) mobile telephony system, namely Viettel Telecome, VNPT (Vinaphone), Mobifone and Gtel Mobile. The 4G market in Vietnam is booming and service providers are competing fiercely with these huge market shares. With the fierce competition in 4G market, service provider always want to bring the highest satisfaction to customers when using their services. According to a survey from IDG announced at the end of July 2017, Viettel is the service provider achieved the highest satisfaction of customers in the category “4G service provider coverage typical” by Viettel installed 3600 stations 4G in 63 provinces, the coverage is high enough to cover 95% of the population.
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However, there are still some important issues. Also according to a survey conducted by IDG, when competing with the Mobifone, Viettel lost in the category “4G Service Provider Have High Quality”. Specifically, the criteria in this category are the speed of data loading, the speed of posting data, the use of television services, watching movies online (use more data), using social networks (Facebook, Instagram, Twitter,...). This is the first problem for Viettel.
When competing with the Vinaphone, Viettel lost in the category “4G Service Provider Have Good Customer Care”. Items in this category include the following: service charges (package price, retail price), service convenience, promotions variety, customer service. This is the second biggest problem for Viettel.
Large corporations always consider customer satisfaction as the core of their value to success and long-term prosperity. In addition, the project “The project to deploy the service of moving the mobile service provider, keeping subscriber number in Vietnam” has been approved and will commence on January 1, Viettel should improve the above to improve customer satisfaction as well as their loyalty.
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According to StatCounter statistics company in October 2016, the number of user worldwide access via the Internet has surpassed the computer. Specifically, traffic from the mobile and tablet is 51.2%, while the desktop background is 48.7%. This below statistic gives information on the global mobile data traffic from 2016 to 2021. In 2016, global mobile data traffic amount to 7 exabytes per month. In 2021, mobile data traffic worldwide is projected to reach 49 exabytes per month at a compound annual growth rate of 47 percent. Everyday mobile activities such as mobile social media usage, including mobile chat and voice or video calls, and mobile e-commerce drive mobile traffic but mobile video has the largest growth rate out of all of the mobile content categories. This is unsurprising, as over half of global digital video plays during the fourth quarter of 2016 were via mobile devices.
