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Vietnam E-Commerce Market: Evaluation in Customer Statisfaction About Ordering and Deliver Services

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VIETNAM NATIONAL UNIVERSITY - HO CHI MINH CITY  

  INTERNATIONAL UNIVERSITY

SCHOOL OF BUSINESS ADMINISTRATION

[pic 1]

CUSTOMER SATISFACTION ABOUT LAZADA’S ORDERING AND DELIVER SERVICE.

A thesis proposal  

Submitted to

The school of Business Administration  

Supervised by

DR. LE HOANG DUNG

Made by

Nguyễn Hữu Nhất – BABAIU12134

HO CHI MINH CITY, September, 01st, 2015

Contents

Chapter I: INTRODUCTION        3

1. Background to the study        3

2. Research problem        3

3. Research purposes        4

4. Research questions        4

Chapter II: LITERATURE REVIEW        

1. Service definition        5

2. Service features        6

3. Service quality        6

4. Service quality model        7

5. Customer satisfaction        10

6. Relation between service quality and customer satisfaction        11

7. Conceptual framework        12

8. Research model        14

REFERENCES        


CHAPTER I:

 INTRODUCTION

  1.  BACKGROUND OF RESEARCH

The Vietnam is a strongly developing country about internet user number, this create a facilitation environment for  E-commerce, in 2012, Vietnam has nearly 35 million internet users with 15 million users who used to access to E-commerce website and the active users are nearly 15% (2,3 millions).  By Ministry of Industry and Trade, in 2013 the E-commerce market volume can grow about 50% or 3.4 active users.

In Vietnam, E-commerce includes eight key players:

  • VCCorp (muachung.vn, solo.vn, enbac.com, muare.vn, rongbay.com, eat.vn, chonmon.vn, sohapay.com)
  • Rocket Internet (lazada.vn, zalora.vn, hungrypanda.vn)
  • MJ Group (nhommua.com, hungry.vn, zap.vn, kay.vn)
  • VNG (123.vn, 123pay.vn, 123mua.vn)
  • Vat gia (vatgia.com, nhanh.vn, mytour.vn, baokim.vn, cucre.vn)
  • Peace soft (chodientu.vn, 1top.vn, nganluong.vn, ebay.vn)
  • Vinabook.com, Hotdeal.vn
  • FPT (sendo.vn, senpay.vn, FPT shop stores)

And includes five main models: E-Commerce Exchange, online retail, Localize E-commerce, promotion website and gamification website.

As we can see Vietnam E-commerce market has a small volume, however, with more potential and the high growing rate, the Vietnam E-commerce market are attracting more investor especially are foreign investors.

  1. PROBLEM IDENTIFICATION

The quickly development of the Vietnam E-commerce market can create mistakes in operation especially service performance, therefore the research toward Lazada will give the truly reference about the customers satisfaction base on ordering and deliver service performace of this E-commerce enterprise, we can easier to understand the customers in their service perceived. And latterly, this research can become a useful data to estimate customer perceived changed.

  1. RESEARCH OBJECTIVES.

Base on the research problem, the research objectives will be:

  • Defining customer service perceived in case of ordering and deliver services.
  • Finding out the customer satisfaction about ordering and delivering services performance.
  1. RESEARCH QUESTIONS

  • What is customer thinking about ordering and deliver services of Lazada?
  • Do the ordering and deliver services satisfy customer?

CHAPTER II

 LITERATURE REVIEW

  1. SERVICE

Many scholars have offered various definitions of service. Each research conducted in different period time, by different researchers, and different business condition leads to the different in defining Service. For example, a service is also an activity or series of activities of more or less tangible nature that normally, but not necessarily, take place in interactions between customers and service employees and/or physical resources or goods and/or system of the service provider, which are provided as solution to customer problems (Gronroos.1990).

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