Professional Documents
Culture Documents
In 10 years from 2000 to 2009, along with the development of telecommunication in the world,
many new types of telecommunication service came out, especially mobile phone and the
Internet. They attracted a large number of users, which is from five to ten times more than old
service users. One of the most important factors that brought this change is the first price
shock in telecommunication history when Viettel Telecom set lower price on mobile phone than
traditional telephone by 50% (VNExpess, 2011). This made other companies (such as VNPT)
have to decrease their service price, which help to increase the number of users. This also helped
Viettel Telecom become leading telecom enterprise in Vietnam telecommunication market.
b. Viettel Telecom Corporation
Viettel Telecom (or Military Telecommunication Corporation) is located at Number 1, Giang Van
Minh, Ba Dinh District, Ha Noi City, Viet Nam (head building) with home page at
www.vietteltelecom.vn . The company has 24,500 employees with 27,000 billion VND of net
income in 2012 (Vietteltelecom, 2013). In Ha Noi, Viettel Telecom has over 40 main transaction
points, which are responsible for customer care and all service related to Viettel. Viettel
Telecoms predecessor is SEGELCO, which was established on June 1 st, 1989. In 1995,
SEGELCO changed into Military Electronic Telecom Corporation (Viettel). At that time, Viettel
was the first new enterprise to be granted license for providing long distance full services in
Vietnam. In 1999, Viettel completed Northern-Southern optical fiber backbone with capacity of
2.5Mbps. Viettel had license to provide testing version of long-distance phone service in 2000,
and it was the first enterprise in Vietnam offering long-distance phone service Voice over Internet
Protocol (VoIP) service. The year 2004 marked an obvious advance for Viettel when it launched
mobile phone service with brand name 098 on October 15. And in 2005, according to degree
No.43/2005/Q-TTg on March 2nd approved by Prime Minister with project of establishing
Military Telecom Corporation, Military Telecom Corporation (or Viettel Telecom) was officially
founded. In 2008, Viettels total revenue was over $2 billion. Up to now, Viettel Telecom is one
of 100 the biggest telecommunication brands in the world and the biggest telecom brand in
Vietnam as well.
c. Viettel Telecoms products and service
During the operation period of 24 years, Viettel Telecom has launched a lot of products and
services. Viettel Telecoms business aspects consists of providing telecom service inside and
outside Vietnam (delivery service, mobile phone service, home phone service, Internet, VoIP,
channel for rent, etc), manufacturing, installing, maintaining, exporting, and importing telecom
devices. Therefore, the companys products and services are also very diversifying. Main
products and services of Viettel Telecom can be summed up in table below:
Table 1: Viettel Telecoms main products and services (Source: Vietteltelecom, 2013)
Viettel Telecoms development stages are closely associated with the birth of a large numbers of
products and services (SimSoDep, 2012):
Mbps
3/2011: Launched Phonesafe service for phone number list, schedule to be synchronous.
15/2/2012: Viettel officially launched service of repairing and providing genuine
Among these, the most popular service of Viettel Telecom is SIM. The company now provides
customers with 11 top numbers, including 098,097, 0168, 0169, 0167, 0166, 0165, 0164, 0163,
01626-01629, and 096. With a diversification of products and services and a huge numbers of
customers, Viettel Telecom is deserved to be the most powerful telecommunication brand in
Vietnam.
b. Vision
Viettel Telecoms mission is Say it your way. Its mission is short but it expresses Viettels
respect and interest to customers. The company believes that each customer needs to be
respected, cared, listened, and served separately. At the same time, the company has to define
what customers need and want, whereby create product/service with better quality to meet their
expectation. Society in general and people in particular are core factor of companys
development, therefore, Viettel always tries to combine business activities with society activities,
cooperates and share experience with business partner open-mindedly.
c. Mission
Vietteldoes not only care, listen, feel and respect customers opinions, but also employees and
partners. The companys brand philosophy is Always breaking through, leading; new
technology, multi-product/service, good product/service quality, continuous innovation, business
along with society. Its objective is Never give up like a soldier
1.1.3: Viettel Telecoms student segmentation
Viettel Telecom has two main segments, which are organization and individual. With individual
segment, one of its groups of people that is put a lot of attention is students. Nowadays, the
student segmentation has been attracting more and more attention from other telecom companies
such as Vinaphone and Mobiphone. It is because most students have mobile phones and
laptops/PC students nowadays. As a result, they have many needs and wants when it comes to
the Internet and mobile phone. They surf the web on the Internet and on their phones, text, and
call pretty much with others; however, their income may not be enough to afford all the services
they want to use. Having realized it,Viettel provides a lot of benefits for students using their
services. Among many services, the SIM service is the most preferred service because it has
many benefits for students. They are having the cheapest fee for calling and texting, no expired
date, adding 25.000 VND to the account every month, automatically registering the high speed
30MB data pack for free, and having the group-call service with 50% discount.Moreover,
compared to other telecom companies Student SIM service, Viettel Telecom offers more
benefits. Therefore, the Student SIM service attracts a lot of students. Thanks to that, Viettel
Telecom can compete with others telecom companies in the student segmentation.
1.2: Problem statements
The competitive advantages of Viettel Telecoms services for students under customers
perception
A competitive advantage is an advantage over competitors gained by offering consumers greater
value, either by means of lower prices or by providing greater benefits and service that justifies
higher prices (Riley, 2012).
1.2.1
Product diversification
In Vietnam, there are many telecom companies such as Viettel, VinaPhone, and
MobiFone. Each of them offers many services like GPRS/3G, D-com. However, the
services offered to students are not as many as to other customer group. Despite the fact
that the student segmentation is growing bigger and bigger, many telecom companies
have not satisfied this group of customer yet. There are many services that students want
from them. For example, as the need for the Internet has been increased thanks to the
change in the lifestyle of students, they want to have the Internet connection. However,
there are no ADSL services customized for students only. Therefore, the price is not
affordable for students.
Viettel is now facing the same problem. It offers students the Student Pack fee which
includes many benefits. Nevertheless, the diversification of the services of Viettel for
students has not been improved. This causes a big trouble to Viettel in attracting more
customers as well as retaining existing customers. So, knowing the expectations of
1.2.2
1.2.3
.2.4
have to pay a very high fee, 140,000 VND. It can be seen that the register process is
complicated and time-consuming.
Another problem is that Viettel has not provided the online registration yet. Nowadays,
the Internet is very popular. Therefore, there have been a lot of services provided on the
Internet such as Internet banking and booking online. Even at school, students can
register for their modules online. Online services save much time for students. However,
.2.5
Viettel has not realized the trend to provide the services convenient for students.
The quality of the signal
The quality of the signal is very important. Large telecommunication companies in
Vietnam always promise to provide the best signal. Customers can call, send messages
and do other things with their mobile phones without having to worry about having no
signal. However, not all companies can fulfill their promises. There have been some cases
in which customers cannot call due to poor signal. When they call to the company to
complain about the quality of the signal, they receive an explanation such as because of
the customers mobile phones inability to receive signal or another promise to fix the
problem. However, it keeps happening to other customers as well as the customers who
report to the company already.
Viettel is one of the largest telecommunication companies in Vietnam. So, its reputation
is very high. When students choose to use Viettel service, they think that there is always
signal wherever they go because students sometimes come back to their hometowns. If
they go to their hometowns and cannot call or text due to poor signal, they will not be
satisfied. They will think that due to the low price of the services for students, the quality
of the signal also is decreased. This will lead to a decrease in the number customers of
Viettel because students switch to other companies like VinaPhone to have better signal.
5. What are the strongest and weakest competitive advantages of Viettels service?
Viettel's service has many advantages; however, not all of them are effective enough to satisfy
customers and sustain Viettels position in the industry. There are strong and weak competitive
advantages. The purpose of this question is to identify and analyze the strengths and weaknesses
in the competitive advantages of Viettel and find out the causes why the customer is not satisfied
with the services of Viettel.
6. Do Viettels customers want more services?
Satisfying customers needs and wants is the key to generate profits and leads to the success of a
business. Therefore, Viettel will have to try to get to know what customers want and need. The
question is designed to find out what Viettels customers want. As a result, the company will
have to adjust and develop new services to attract more customers.
Based on the research questions, the questionnaire is designed as follow:
Profile questions:
1
Research questions:
Questions for customers who have been using
6
What kinds of service are you using? (you can choose more than one option)
What do you think about the content of Viettel Telecoms service introduction?
(Tangibility)
Are you satisfied with the speed of solving problems of Viettel Telecoms employees?
(Reliability)
10 To what extend are Viettel Telecoms employees enthusiastic with solving problems when
you complain? (Responsiveness)
11 How polite are Viettel Telecoms employees? (Assurance)
12 To what extend does Viettel Telecome care about you? (Enthusiasm)
13 What is your opinion about the range of service Viettel Telecom provides?
14 To what extent are you satisfied with 3G quality?
15 What do you think about registration process of Viettle Telecoms sim service?
16 To what extent are you satisfied with quality of Viettel Telecoms mobile signal?
17 If Viettel Telecom gets more services, what kinds of service do you want to add?
Questions for people who are not using Viettel
18 What kinds of telecommunication service have you been using?
19 The reason why you do not use Viettel Telecoms service?
Questions for people who are using Viettel and other brand at the same time
20 What kinds of Viettel Telecoms service have you been using?
21 Kinds of service of the brand(s) you are using?
22 The reason you do not use those service(s) of Viettel Telecom?
1.5.2: Research Hypothesis
Research Hypothesis is designed based on problem statements. In order to help this research give
answers towards research hypothesis, our group make hypothesis about relationship between
aspects in chosen topic and the efficiency of the companys business
Gender
Income
Part-time job
The number of
services customers
use
Independent variables
Dependent variables
CONCEPTUAL FRAMEWORK 1
Hypothesis 1: Is there a significant relationship between gender and the number of services
customers use?
Hypothesis 2: Is there a significant relationship between monthly income and the number of
services customers use?
Hypothesis 3: Is there a significant relationship between part-time jobs and the number of
services customers use?
Tangibles
Responsiveness
Reliability
Assurance
Customers
satisfaction
Sympathy
Independent variables
Dependent variables
CONCEPTUAL FRAMEWORK 2
Hypothesis 4: Is there a significant relationship between customer satisfaction and the tangibles
of Viettels service?
Hypothesis 5: Is there a significant relationship between customer satisfaction and the reliability
of Viettels service?
Product diversification
Quality of 3G service
Customers
satisfaction
Dependent variables
CONCEPTUAL FRAMEWORK 3
Hypothesis 9: Is there a significant relationship between Viettels product diversification and
customers satisfaction?
Hypothesis 10: Is there a significant relationship between Viettels quality of 3G service and
customers satisfaction?
Hypothesis 11: Is there a significant relationship between Viettels quality of mobile signal and
customer satisfaction?
Hypothesis 12: Is there a significant relationship between Viettels registration process and
customer satisfaction?
Hypothesis 13: Is there a significant relationship between Viettels customer service and
customers satisfaction?
1.6: Action Plan and Target Dates
N
o
1
Activities
Group
Objectives
To form group and
Target
Place
Respondents
Date
March
B1
All members
formation
1st meeting
Julie, Kate
Discuss appropriate
2013
Banking
Academy
Paris
11th,
Gateaux
2013
Thai Ha
Present 3
titles
To propose titles and get one
March
B1
All groups
possible titles at
title accepted
14th,
Classroom,
and Mrs.
2013
Banking
Nhan
All members
class
4
Classroom,
March
9th,
All members
Prepare for
March
Academy
Paris
writing chapter
member
Write approval letter
16th
Gateaux
March
Thai Ha
Paris
Research Background,
23rd,
Gateaux
Research Objectives,
2012
Thai Ha
Frameworks
To ask lecturer for
March
B1
All members
Chapter 1 to
recommendation
28th,
Classroom,
and
2013
Banking
Mrs.Nhan
All members
1
2nd meeting
All members
Research Question,
Hypothesis/ Conceptual
6
Mrs. Nhan
7
Go to Paris
March
Academy
Paris
Gateaux Thai
31st,
Gateaux
Ha
3rd meeting
complete chapter 1
Search information
2013
April
Thai Ha
Paris
2nd,
Gateaux
2013
Thai Ha
April
Paris
9-10,
Gateaux
Go to Paris
Gateaux Thai
Review
To write Methodology
All members
All members
10
Ha
Submit
Literature
2013
April
Thai Ha
B1
All members
and Methodology
11th
Classroom
and Mrs
review and
2013
Nhan
Methodology to
12
Mrs.Nhan
Go to Paris
Gateaux Thai
13
14
15
16
Make possible
April
Paris
changes
Prepare questionnaire
13th,
Gateaux
Ha
Submit
2013
April
Thai Ha
A5
All members
questionnaire to
approval
14th,
Classroom
and
Mrs.Nhan
Go to Paris
Make changes in
2013
April
Paris
Mrs.Nhan
All members
Gateaux Thai
Questionnaire
16-18,
Gateaux
Ha
Go to Paris
2013
April
Thai Ha
Paris
Gateaux Thai
20th
Gateaux
April
Thai Ha
Paris
21st
Gateaux
April
Thai Ha
BA head
22nd
office
Ha
Prepare full
assignment
17
All members
Go to
photocopy store
and then go to
BA
All members
All members
Julie
Firstly, it is time limitation. The group only has 9 weeks to complete the whole research
project. The scenario is given in week 3, which means the time to accomplish the project
is only 6 weeks. This limitation can affect the quality of the research as problems might
legal documents. This limitation will decrease the reliability of the research.
Thirdly, this is the first time the group has done a research project. The lack of knowledge
experience might cause problems in the quality of the project as mistakes might happen.
Fourthly, secondary data is limited. There are not many previous researches for the group
to use as references.
Finally, each member in the group does not have much experience and knowledge in
telecommunication, which can cause difficulties when making the questionnaire.
About 10 years ago, the telecommunication in Vietnam started to develop rapidly. Since
2004, the infrastructure has been invested in. The rate of accessing and using mobile phone
reached 10 mobile phones / 100 people (Minh, 2004). However, the number of numbers is
130 million in 2010, 85% of it is the number of mobile numbers (Nguyen, 2012). In 2012,
the number of mobile numbers is more than 120 million (Techdaily, 2012). Additionally, the
rate of using mobile phone increases to 156 mobile phones / 100 people (Nguyen, 2012).
With such a large number of users, it shows that Vietnam telecommunication market has
many potential customers. If telecommunication companies can exploit the potential
customers fully, they can gain a lot of profits.
In Vietnam, there are three large telecommunication companies: VNPT (Vinaphone,
Mobifone) and Viettel. Other companies are S-Fone, Vietnam Mobile, and Beeline (QMobile). However, such companies have just been established so they do not have many
customers. That means Viettels biggest competitor is VNPT. However, as VNPT owns two
companies, Vinaphone and Mobifone, it is very difficult for Viettel to compete with VNPT.
In addition, VNPT, as being the oldest telecommunication companies as well the leader in the
market, has a very strong position. In 2003, the telecommunication market has total profits of
27,000 billion VND (Tran, 2003). VNPT accounts for 92.2%, which is 24,900 billion, while
Viettel only eanrs 1,000 billion VND. At that time, VNPT controls 97% of the
telecommunication market. Therefore, it can be seen that the competition in the market is
very intense, especially when VNPT has many advantages over Viettel.
II.
Since the government approved the Competition Law, Viettel started to compete with VNPT
by releasing many products that are much cheaper than VNPT. The release started with the
shocking price sim cards, which are 50% cheaper than VNPTs (VnExpress, 2011).
Moreover, since the first day Viettel joined the telecommunication market, Viettel had been
leading as providing the cheapest prices for its products and services. In 2005, Viettel
reached the milestone of having 1.9 million customers with seven big promotions in the same
year (Nguyen, 2012). 7/1/2006, Viettel had the 2,000,000th customer. Thanks to that, Viettels
profits have been increasing rapidly. Four months later, 4/5/2006, Viettel increased the
number of customers to 3 million. 21/7/2006, Viettel had 1 million customers more, making
the total customers of Viettel reach 4 million. During the next two months, Viettel continued
to increase the number of customers to 5 million. In November 2006, Viettel welcomed its
6,000,000th customers and just one month later, it welcomed the 7,000,000 th customer. It can
be seen that 2006 is a successful year to Viettel. The development of the company has been
going on a smooth way thanks to the suitable competitive advantages. Thanks to that, in
2012, for the first time, Viettels revenues and profits surpass VNPTs (VnExpress, 2012).
Furthermore, Viettels profit before tax is 24,500 billion VND while VNPTs is 8,500 billion
VND. It can be seen that the variance is very huge, 19,000 billion VND. This success one
more time proves that Viettels competitive strategies are very effective. However, the
success does not mean that Viettel is the leader in the market. On the contrary, Viettels
success creates more competition between VNPT and Viettel. Moreover, there are many
emerging telecommunication companies such as S-Fone, Vietnam Mobile, and Q-mobile.
III.
quickly adjusts its prices and releases some products and services for casual customers such
as students. It can be seen that Viettels prices play the most important role in competing with
competitors.
However, the two researches only focus on the prices. The researchers do not take other
competitive advantages such as the quality of the products and services and the customer care
into consideration. This will create a gap in the researches as not provide full information
about the other competitive advantages. Therefore, our research is carried to fill the gap. Our
research considers all aspects of Viettels competitive advantages. Furthermore, the research
also provides the customer satisfaction with Viettels product and services. This will help the
readers have a proper evaluation of Viettels competitive advantages, whether they are
effective enough or they need more improvements. Another reason why we choose to do this
research is that the customers in the two researches are general customers. They do not state
clearly who customers are. Therefore, it may be too general when evaluating the satisfaction
of customers with one particular service. To make it easier, our research focuses on Viettels
services for students with the particular customers are students who are studying at
universities and colleges. With this group of customers, it will be easier to evaluate Viettels
services for students as well as the effectiveness of the competitive advantages applied to the
services.
IV.
However, the researches of Nguyen and Tran, as mentioned previously, only focus
on the diversification of products and services for customers in general, not the
student segmentation in particular while the student market is growing bigger and
bigger. The readers cannot know the services and products customized for a
particular group of customers; therefore, they cannot have a proper evaluation of
each type of products and services.
2. The quality of product
According to Linton (2013), product quality is critical in business because it helps
to ensure customer satisfaction and improves the perception of an organization's
brand. Product quality provides a strong competitive advantage and is an essential
requirement for doing business with certain customers. Thereby, Viettel has to
sustain as well as develop its product quality. Moreover, even the products and
services for students are charged lower than other groups of customers, Viettel
still has to assure that the quality is the same as other products and services for
other groups of customers. It will help Viettel increase its competitive position in
the market.
a. The quality of the 3G service
The 3G service nowadays is a very important to students. According to Le (2012),
students always has to find ways to save living expenses, especially when due the
economy recession, the prices keep going up. However, communicating is as
essential part of every student. If they call or send text messages to their friends, it
will cost a lot of money. Therefore, to save as much money as possible, they use
the 3G service to access to the Internet and use Facebook or Yahoo! Messenger as
ways to communicate. In addition, the 3G service is not only provided for mobile
phones but also for laptops by the 3G USB. Consequently, the importance of the
3G service is increased.
When the three biggest telecommunication companies in Vietnam including
Viettel, VinaPhone, and MobiFone have just raised the fee for the 3G service,
many customers feel that the quality of the service is not equivalent with the price
(Thanh, 2013). Nevertheless, Thanh does not show that whether students are
satisfied with the 3G service or not and how they think about the increase of the
price by 10.000 VND. Therefore, this research will identify the satisfaction of
students with the quality and price of the 3G service.
b. The quality of the signal
Signal is the basis service a telecommunication company provides. Without
signal, customers cannot call, send messages, or use the GPRS/3G service. It
means that customers cannot use any services without the signal. Therefore, the
quality of the signal plays a critical role in competing. According to (Minh, 2008),
MobiFone has the highest quality of signal, Viettel ranks 2 nd and the last rank, the
3rd rank, belongs to VinaPhone. Despite the fact that both MobiFone and
VinaPhone are owned by VNPT, the quality of signal of them is not the same.
Moreover, Viettel has just increased the number of its stations of receiving and
transmitting signal to 42,200 (Tu, 2012). This will assure that every town all over
the country has one station at least and there is no loss of signal.
Tran (2012) says that nowadays, customers in general and students in particular
prefer the quality of signal to the price. The reason is that if the price is lower,
however, whenever they want to make a call or surf the Internet on their mobile
phones, there is no signal. This makes customers feel annoyed and think that the
quality of the service they are using is not equivalent to what the company says.
However, Tran (2011) does not identify the satisfaction of students with Viettels
quality of signal. Thereby, this research will cover the gap.
3. The customer service
Le (2010) states that customer loyalty is affected by the customer care. If the
customers are taken good care of, they will stay with the company for a very long
time. However, Les research shows that most company often pay more attention
to attracting new customers than retaining the existing ones. Thereby, the
customer care is often good enough to make customers feel satisfied. If the
company does not try to keep the existing customers, they will lose a big mount of
profit. In the same research, Le (2010) also states that 80% of a companys profits
come from 20% of loyal customers.
However, the information above is just about the telecommunication industry, not
about Viettel in particular. Therefore, it is hard to assess Viettels customer care.
To provide customers with Viettels customer care, we carry out this research.
4. The registration process
The registration process has not been researched before. It might be because the
researchers do not realize that the student segmentation is different to other
groups of customers. They have to prove that they are students in order to use the
service. However, because there have been no research on it up to now, it is
difficult to assess the process and know whether customers are satisfied with it or
not. If the process is not satisfied, then what are the reasons and how to improve it
to provide customers convenience as well as comfort when registering.
To conclude, our research will give a full view of student satisfaction with Viettels services
customized for them as well as an evaluation of Viettels competitive advantages. From what
will be found out, we will make some recommendations for Viettels to improve their
products and services so that Viettel can gain more customers as well as profits.
In this case, our research is Exploratory research. We discussed and unified to choose the
research because this type of research has many advantages which bring a favorable research for
us. According to Jackson (2013), Exploratory research will help researchers to develop
understanding as well as knowledge about the object which is researched. Besides, because we
will use secondary data in our research, consequently, we can collect information and data from
many flexibility of sources. In addition, this type of research also helps us to save time and
money by flagging dead ends early.
3.1: Research design
The term "research design" refers to how a researcher puts a research study together to answer a
question or a set of questions. (Wills, n.d.). We used survey technique in order to gather
information from individuals in this research. We think that this method is the most useful way
so that they can gather data without wasting time and incurring unnecessary costs. There are
many ways to conduct survey such as answering survey question through printing questionnaire,
website at surveytool.com, personal email, and telephone.
According to Andrews (2013), there are three types of research design (survey) includes:
Qualitative, Quantitative, and Experimental design. In there, qualitative and quantitative are
two most popular method in research design.
In this case, we will use Quantitative method as a useful technique for our research in
order to estimate the competitive advantages of Viettel Telecoms service for students as
perceived by customers. In fact, we do not have much experience and knowledge about
telecommunications field, so we used this method to analyze the data which we collected
through conducting survey.
using a primary research method, as the researcher is collecting the data himself. (Gorski, n.d.).
There are some types of primary research available as: survey through interview, answer
questionnaire, observation, telephone interview and so on. In addition, primary research has
advantages as well as disadvantages which researchers need to pay attention. The method is
really useful for businesses when they want to collect data about their market or product,
specially appearing new product or service. According to Almoni (2013), primary research has
three advantages for student who study how to do research:
Besides, according to KnowThis (2013), Primary research also has some disadvantages such as:
more expensive than secondary research, time-consuming, not always feasible.
Secondary research involves Secondary research involves comments written about a primary
source, including interpretations, discussions or other studies by other researchers. The
researcher does not have access to the primary source used in secondary research and relies
solely on information interpreted or analyzed by another person. (Gorski, n.d.). The method
allows researcher to use sources or analysis information in academic book or researches of other
researchers, data in newspaper. The same as primary research, secondary research also has both
advantages and disadvantages. For example, KnowThis (2013) points out basic advantages of the
method:
Ease of Access
Low Cost to Acquire
May Help Clarify Research Question
May Answer Research Question
May Show Difficulties in Conducting Primary Research
This page (KnowThis) also points out some drawbacks of secondary research that includes:
Quality of Researcher, Not Specific to Researchers Needs, Inefficient Spending for Information,
Incomplete Information, Not Timely, Not Proprietary Information (2013).
In this case, we have used both primary and secondary research method in our research about
Viettels service for students. Through collecting data and information from conducting survey
Address of place
Number of respondent
184 Hoang Quoc Viet, Cau 20
Highland Coffee
District, Ha Noi
28A Dien Bien Phu, Ba Dinh 10
Banking Academy
District, Ha Noi
12 Chua Boc, Dong Da 25
District, Ha Noi
10B Trang Thi, Hoan Kiem 15
District, Ha Noi
29F Hai Ba Trung, Hoan 15
Kiem District, Ha Noi
Before conducting the survey, researchers need to identify and select a sample from a group of
population. In fact, the population has wide sphere because it includes many of people who
belong to a lot of different group of people. Consequently, sampling method is one of the most
important parts in research, there are some different methods which researchers can use to carry
out survey (Ladner, 2008) including:
Probability samples
Simple random
Systematic random
Stratified
Multi-stage Cluster
Non-probability samples
Convenience
Snowball
Quota
Theoretical
Each of these methods has its own characteristics. Besides, they also have two sides: advantages
and disadvantages. In fact, in this research about Viettels services for student, we will choose
simple random sample as a suitable method for our survey. . This is the most basic form in all
tools of sampling methods. This method has created an equal opportunity for everyone in the
selection of respondents. With the simple random sample, individuals are chosen at random and
not more than once to prevent a bias that would negatively affect the validity of the result of
the experiment. (BusinessDictionary, 2013). We will choose the simple random sample for our
research because the method has many advantages such as it is cheap, unbiased and cheap.
Besides, people will be randomly selected to represent the population who has used Viettels
services for students.
3.4: Research instrument
In the questionnaire, all of the questions will be based on perception of customer about Viettels
services for student as well as problems which Viettels services are limited. The questionnaire is
divided into 2 parts, it includes:
Profile information
Customers perception about the competitive advantages of Viettel Telecoms service for
students.
People who has been using Viettel Telecoms service
People who have not been using Viettel Telecoms service
People who been using Viettel Telecoms service and other brands
Part
Profile
question
Questions
1. What is your gender?
2. Do you have any part-time job?
3. If yes, which part-time job do you
do?
Explanation
The
purpose
of
these
information
about
4. How
much
is
your
monthly
who
their
comments
about
Question
does
Viettel
shows
with 3G quality?
15. What
do
registration
you
think
about
of
Viettel
process
on
scale
Very
Dissatisfied,
about
Viettel
Neutral
(4-6),
attitude
with
process
of
who
using Viettels
services
shows
type
of
telecommunication
services
more
want,
whereby
the
who
have
been
using Viettels
services
and
the
time
other brands
at
same
brands
22. The reason you do not use those
service(s) of Viettel Telecom?
reasons
which
they
do
not
chose
Viettels services.
3.5: Method of Data Analysis
There are three main statistical methods, which are used to analyze survey questions as well as
relationships, including frequency distribution method, weighted mean method and correlation
method
questions
Correlation: Correlation theory defines the patterned occurrence of any two variables
(Robb, 2012). In other words, this method helps researchers find out the relationship
between two variables. In this research, correlation method is used to evaluate the
relationship between
No
Question
Method
s
Q1, 2, 3, Frequency Distribution
4, 5, 6, 7,
17,
18, P =
19,
20,
21
Q8
fx
f
x 100
P: Percentage
Fx: frequency
F: Number of respondents
Weighted mean:
X=
Q9, Q14,
Q16
N: Number of respondents
[fvd ( 02 ) +fd ( 24 ) +fn ( 46 ) + fs ( 68 )+ fvs ( 810 ) ]
X=
n
Q10
N: Number of respondents
[fvne ( 02 )+ fne ( 24 ) + fn ( 46 )+ fe ( 68 ) +fve ( 810 ) ]
X=
n
Fvne: Frequency for very neglectful
Fne: Frequency for neglectful
Fn: Frequency for neutral
Fe: Frequency for enthusiastic
Fve: Frequency for very enthusiastic
Q11
N: Number of respondents
[fvi ( 02 ) +fi ( 24 )+ fn ( 46 ) + fp ( 68 ) + fvp ( 810 ) ]
X=
n
Fvi: Frequency for very impolite
Fi: Frequency for impolite
Fn: Frequency for neutral
Fp: Frequency for polite
Fvp: Frequency for very polite:
Q12
N: Number of respondents
[fvl ( 02 ) + fl (24 ) +fn ( 46 )+ fh ( 68 ) + fvh ( 810 ) ]
X=
n
Fvl: Frequency for very low
Fl: Frequency for low
Fn: Frequency for normal
Fh: Frequency for high
Fvh: Frequency for very high
N: Number of respondents
Q13
X=
Q15
N: Number of respondents
[fvc ( 02 ) +fc ( 24 )+ fn ( 46 ) + fs ( 68 ) + fvs ( 810 )]
X=
n
Fvc: Frequency for very complicated
Fc: Frequency for complicated
Fn: Frequency for neutral
Fs: Frequency for simple
Fvs: Frequency for very simple
N: Number of respondents