PREFACE In this summary dissertation, all figures and tables are numbered as presented in this dissertation With stiff market competition today, many other telecom operators are controlling the market in the province. Therefore, obviously aware of the activities in providing services is an important requirement of VNPT Thai Nguyen. This has a great influence in building strategy development and strategy to improve the service quality in order to meet higher demands of customers. At the same time, the perception of quality resources, infrastructure, management capacity, among others are important input in this study. Thai Nguyen's internal VNPT is also a necessary requirement in order to help VNPT Thai Nguyen build strategies for human development, infrastructure, among others, to set the stages of development for long-term growth and sustainability of VNPT. Thus, the researcher has chosen the topic " Pereived service performance and prospect of VNPT Telecommunicationsn in Thai Nguyen province, Vietnam” The structure of dissertation includes 5 chapters. CHAPTER I: INTRODUCTION Background of study Telecommunications Thai Nguyen is a member of a large group telecommunications companies in Vietnam called The Vietnam Posts and Telecommunications group (VNPT). It is a member of the telecommunications corporation also known as VNPT. VNPT’s efforts are geared towards effective applications of technology and advanced telecommunications services to provide information to mobile customers anywhere and to contribute in promoting economic - society of Vietnam. It is committed to provide information services through mobile, fixed, wireless devices, phone-based internet and high speed internet services, service data transmission, wireless internet connectivity and construction of networks for agencies, organizations, businesses and individuals (VNPT.com). With its purpose to bring customers an improved material life, to sustain the work spirit of its employees, and to benefit partners, VNPT is at the core of helping the interests of the Vietnam community and possibly that of Southeast Asia and the world in general through the application of technology and advanced telecommunications, thereby bringing economic development in the society. Statement of problem Based on the objectives of the thesis, the research questions are as follows: Specifically, it sought to answer the following questions: 1. What is the profile of the respondents in terms of: 1.1. Age 1.2. Gender 1.3. Civil status 1.4. Education 1.5. Year in service 2. What are the perceptions of respondents on the services performance of the VNPT Telecommunication Thai Nguyen in terms of: 2.1. Product and service 2.2. Place 2.3. Price 2.4. Promotion 2.5. People 2.6. Position 3. What are the perceptions of respondents on the prospects of the VNPT Telecommunication Thai Nguyen in terms of: 3.1. Management capacity 3.2. Human resource 3.3. Service attitude 3.4. Marketing 3.5. Material facilities 4. What are the problems at VNPT Telecommunication Thai Nguyen and proposed recommendations to improve services performance and prospect of VNPT Thai Nguyen? 5. Is there a significant difference in the assessed services performance and prospects of VNPT Telecommunication in Thai Nguyen province as perceived by the two groups of respondents? Significance of the Study With the desired goal to learn the current telecommunications practiced by VNPT in telecommunications services business for the years 2011 to 2012, to offer solutions, suggestions for improving the quality of telecommunications services and raise awareness of competitive effectiveness of VNPT Thai Nguyen through the years, the results of this study will be of help to the following: To the manager. This will provide them with valued information concerning marketing. In this regard they will be able to adapt their development programs to help the company expand more in future To the Researcher. The researchers as a candidate for Doctor of Business Administration Degree, this study will enhance her knowledge about research methodology, marketing and economics To Future Researchers. This can serve as reference materials for future researches similar to this. Scope and Delimitation This research was focused on evaluating the service performance of telecommunications services by employees and customers in VNPT. In addition, this research was focused on prospects in terms of management capacity, Human resource, Service attitude; Marketing; and Material facilities of VNPT Thai Nguyen. The others items are NOT included in the study. The study was conducted at VNPT telecommunication Thai Nguyen. The survey period was from 10/2012 to 3/2013. CHAPTER II REVIEW OF LITERATURE AND RELATED STUDY This section presents the basic concepts, the content related to telecommunication services, marketing, and quality of service of telecommunication firms sorted by the variables studied. Conceptual Framework IPO model was applied to carry out the study. After collecting information form respondents, researcher identified the problems. Based on those, propose the recommendations for VNPT Telecomminication Thai Nguyen province, Vietnam. CHAPTER III METHODOLOGY Locale of the Study VNPT Thai Nguyen telecommunication is located in Thai Nguyen province, which is in the northern borders to the capital city of Hanoi, and adjacent to the western provinces of Vinh Phuc and Tuyen Quang. Thai Nguyen province has a natural area of 3,541 km2 and a population of more than 1,2 million people, with 8 ethnic brothers live. The province has 9 administrative units including Thai Nguyen city, Song Cong town and district 7 (Pho Yen, Phu Binh, Dong Hy, Vo Nhai, Dai Tu, Dinh Hoa, Phu Luong) . The descriptive method of research utilizing a questionnaire checklist was employed by the researcher in this investigation. As stated by Calmorin (1999), the principal aim of this method is to describe the nature of the situation as it exists at the time of the research and explore the cause of the particular event. It involves collection of data to test the hypotheses and answer questions concerning the current status of the subject Population, Samples, and Sampling Techniques VNPT in Thai Nguyen for nearly 15 years has invested its business to provide telecommunications services to 100% of districts in the province. VNPT also has provided mobile service to more than 8,500 subscribers. The researcher chose managers, employees and customers of VNPT Thai Nguyen to get their perception. Considering that the populatin of the target respondents is quite big, so the researcher selected the respondents in random to only 40 managers, 100 employees and 100 customers to get data. They were chosen purposively to determine the production management practices at VNPT being implemented. Research Instrument The purpose of this study is to get the perceptions of managers, employees of VNPT as well as the customers using VNPT products. The main tool in gathering data was a self-developed questionnaire. Questions were based on the consultation of the staff who have practical experience in the direct services with clients. The collected ideas of authentic customers as well as leaders weere used to obtain proper evaluation of the service performance of VNPT in Thai Nguyen. The questionnaire-checklist was divided into two parts. Part I includes personal information such as the name, address, gender, age and nature of work. Part 2 includes interviews managers, employees and customer on the services offered by the VNPT and the prospects development The respondents were asked to rate each item following the 5 - point Likert’s scale as presented in the following: Scale Adjectival rating Description 5 4.20 - 5.00 Outstanding Condition or provision is very extensive and functioning very well 4 3.40 - 4.19 Very Good Condition or provision is extensive and functioning well 3 2.60 - 3.39 Good Condition or provision is adequate and functioning fairly well 2 1.80 - 2.59 Poor Condition or provision is limited and functioning poorly 1 1.00 - 1.79 Absent Condition or provision is needed and missing Statistical treatment Data collection was integrated evaluation and analysis of perception of respondents on service performance and propects. Statistical data collected after survey, and was calculated and processed by the following formula: Weighted Arithmetic Mean 1 1 2 2 1 12 1 k ii k k i k k i i fx f x f x f x X f f f f            Where: X = Weighted Arithmetic Mean 1 k ii i fx   = sum of all the products of f and x, where f is the frequency of each option and x is the weight of each option 1 k i i f   = sum of all the subjects Descriptive statistics such as weighted mean, arithmetic mean, frequency, percent distribution, and standard deviation were used to describe the respondents’ profiles and to assess the perception of respondents on the service performance and prospects of Vinaphtone Thai Nguyen. To enhance the significant of the study, researcher used test wherether there is a significant difference on the perceptions of groups of the respondents regarding services performance and prospects of VNPT Telecommunication in Thai Nguyen province of VNPT in terms of the variable, T- test analysis of variance was used. CHAPTER IV PRESENATION ANALYSIS AND INTERPRETATION OF DATA In this chapter, the survey results are shown in the table which are arranged in the order of the variables analyzed. Profile of respondent A total of 240 respondents were asked from the VNPT Thai Nguyen during the survey period from November 2012 to March 2013. Gender. Table 1 and Figure 2 show that more than half of the respondents (56.6%) were male, while a little less than half (43.4) of the respondents were female. Figure 2. The profile of respondents in terms of gender Age. The age of the respondents ranged from 15 to above 50 years . The age of respondents was grouped into 5 with 5 years interval. The first age group was 15 - 20 years, while the last age group was above 50 years and above. Most of the respondents belonged to the 31 to 40 years age group (34.29%), followed by 21 to 30 age group (26.25%), 41 to 50 age group (14.16%), 15 to 20 age group (9.5%), and above 50 age group (15.8%). The age group distribution is shown in Figure 3. Male; 136; 57% Female; 104; 43% Gender Male Female Figure 3. The profile of respondents in terms of age Marital status. As presented in Table 1 and Figure 4, married respondents outnumbered (73.77%) the single (18.33%), separated (2.9%), and widowed (5%) respondents. Figure 4. The profile of respondents in terms of civil status Educational attainment. The respondents’ educational attainment was categorized into high shool, vocational, college and post graduate. As shown in Table 1 and Figure 5, majority of the respondents (60.5%) were college level, followed, in big interval of respondents (4.50%) at post graduate level, then of very few respondents at high school (7.5%) and vocational level (27.5%). 23; 10% 63; 26% 82; 34% 34; 14% 38; 16% Age 15 - 20 21 - 30 31 - 40 41 - 50 >50 44; 18% 177; 74% 7; 3% 12; 5% Civil Status Single Married Separated Widow Figure 5. The profile of respondents in terms of educational attainment Table 1. Personal profile of respondents Profile Frequency n = 240 Percent Gender Male 136 56,6 Female 104 43,4 Age (years) 16 - 20 23 9,5 21 - 30 63 26,25 31 - 40 82 34,29 41 - 50 34 14,16 >50 38 15,8 Civil Status Single 44 18,33 18; 7% 66; 28% 145; 60% 11; 5% Educational Attainment High School Vocational College Post Graduate Married 177 73,77 Separated 07 2,9 Widow 12 5,0 Educational Attainment High School 18 7,5 Vocational 66 27,5 College 145 60,5 Post Graduate 11 4,5 Perceived Services Performance of VNPT Thai Nguyen From Table 2 and Table 7 showed that the survey data are at the average values, including the data on the evaluation of the respondents,. As reflected from the table 4, the overall mean for the company status in terms of price as assessed by the two groups of respondents are 3.69 and 3.44 both verbally interpreted as very good. As can be seen from the table on the perception of employees on the price status, “VNPT promotions and discounts are preferred by customers” obtained the highest mean of 3.96. That mean VNPT always concern benefits of customers. They usually offer better discounts than other networks. This is a very important strategy in competition that are always effective due to low salary of East-South countries. In addition, it rank number one mean customers give highest priorities when they choose mobile network for their-self. Hence, VNPT should maintain this competitive strategy. This is followed by “Price of products and services change according to the inflation rate of the country” which obtained a mean of 3.86, while the “Price of products/ services are more competitive for VNPT clients “obtained the lowest mean of 3.26, which is verbally interpreted as [...]...good Inflation now is very high in the world, especially in ASIA Certainly, price of goods and services increase when inflation rate goes up In Vietnam, speed of price growth is always higher than inflation rate However, VNPT seem to be different case, customers is very satisfied with change of service price That means, VNPT adjust reasonably network... customers Enhanced customer care activities: + Standardized database of customers To collect accurate and complete customer information In addition to information about customers can collect include: name, date of birth, identity card number, address, occupation, hobbies, companies should update information such as: number of monthly charges, or services to use, continued use or not use the time Promote... Commerce; Sponsored activities for sporting events, the promotion activities of the school, the lighting business competition young talent The social and charitable activities such as feeding heroic Vietnamese mothers, scholarships for students to overcome poverty and support disaster recovery Promote Promotion + Time Promotion + Organize promotional fit and customer service + To assess the effectiveness . Telecommunications Thai Nguyen is a member of a large group telecommunications companies in Vietnam called The Vietnam Posts and Telecommunications group (VNPT). It is a member of the telecommunications. Pereived service performance and prospect of VNPT Telecommunicationsn in Thai Nguyen province, Vietnam” The structure of dissertation includes 5 chapters. CHAPTER I: INTRODUCTION Background. information to mobile customers anywhere and to contribute in promoting economic - society of Vietnam. It is committed to provide information services through mobile, fixed, wireless devices, phone-based