Analysis of factors affecting customer satisfaction with the quality of FiberVNN fiber optic internet service of Can Tho Telecom - 2

Telecommunication services include:

- Telephone (landline and mobile)

- Internet service

- Telecommunication channel leasing service

- Facsimile Service

- Data Transmission Service

- Telex, Telegraph services...

- Value-added services (also known as additional services): are services that increase the value of information for service users by improving the type and content of information or providing the ability to store and restore that information based on the use of telecommunications networks or the Internet.

b. Characteristics of telecommunication services

Telecommunications is a service industry, so telecommunications products and services also have common characteristics of other commodity products, however, telecommunications services also have differences, specifically as follows:

First characteristic: telecommunications products are unique.

The product of the telecommunications industry is different from the product of the industrial manufacturing industry, it is not a new commodity, but the final useful result of the process of transmitting information through the form of services.

Telecommunications services do not exist in physical form, so it is difficult for customers to assess what they are buying before buying. Manufacturing companies cannot display, test or package telecommunications services. Therefore, telecommunications companies need to overcome these limitations to create competitive advantages through retail stores, through logos, company symbols to replace goods. Because of the intangible nature of products and services, the quality of products and services is assessed and measured mainly through perceived quality.

Second characteristic : the consumption process and the production process of telecommunication services have a close and inseparable relationship.

In the telecommunications industry, the final result of production cannot be stored in warehouses, cannot be stockpiled, and the product cannot be returned to the remanufacturing cycle.

Third characteristic: the difference of labor objects in telecommunication service production compared to other industrial production sectors

In industrial production, the object of labor is subject to material changes (physical, chemical, etc.), while in telecommunications and information service production, the object of labor is only subject to displacement in space.

Fourth characteristic: the process of transmitting information always carries two-way signals between the sender and the receiver of information.

c. FiberVNN Service

* Define

FiberVNN or otherwise known as FTTH, is a broadband telecommunications service that accesses the internet via fiber optic cables connected to the customer's home. FTTH is an abbreviation of the term Fiber To The Home, meaning the provider comes to the customer's home.

* Features of FiberVNN service

- By deploying fiber optic cables to customers' homes, network speeds will increase many times over.

- Fiber optic network is brought to the subscriber's address, helping customers use multiple services on high-quality telecommunications networks, including entertainment television services.

2.1.5 Customer satisfaction with service quality

a. Theoretical basis of customer satisfaction

Customer satisfaction is their state when they feel about the quality of service compared to their expectations. Customer expectations can be divided into three levels: ideal, expected and conformance (the minimum level that customers can accept), and two regions: the acceptance region between the two levels of expectation and conformance, the predicted region is from conformance to ideal.

The customer's state of satisfaction or dissatisfaction will depend on the gap between the perceived quality and the expected quality of the service, with the levels of service quality that customers perceive compared to their expectations, customers will have different states from being pleased when the quality reaches the ideal level to being angry when the quality falls far below the appropriate level. Consumer satisfaction with a service is the feeling towards a service business based on each contact or transaction with that company.

Service quality and satisfaction are two different concepts but are closely related in service research. Previous studies have shown that service quality is the cause of satisfaction.

The reason is that quality is related to the provision of service, while satisfaction can only be assessed after using the service. If the quality is improved but not based on the needs of the customer, the customer will never be satisfied with the service. Therefore, when using the service, if the customer feels the service is of high quality, he will be satisfied with that service. On the contrary, if the customer feels the service is of low quality, dissatisfaction will arise.

Satisfaction has been defined and measured in many different ways over time. But earlier studies defined satisfaction as a phase of a specific product transaction. More recently, studies have defined satisfaction as a consumer's overall experience accumulated over time, like attitudes. In this study, satisfaction is defined as a consumer's overall evaluation of how satisfied he or she is with a product.

Satisfaction and perceived quality are highly correlated. If quality is an evaluation of attribute performance and satisfaction reflects the impact of performance on a person's sensory state, then quality can be used to predict satisfaction or purchase behavior.

Satisfaction is a person's feeling of pleasure or disappointment resulting from comparing a product's perceived performance with expectations.

Customer satisfaction is defined as the result of a cognitive and emotional evaluation in which some standard is compared with perceived performance. If the perception of a service performance falls below expectations, the customer is dissatisfied. On the other hand, if the perception exceeds expectations, the customer is satisfied. Satisfaction judgments are related to all experiences with a firm's product, sales process, and after-sales service. Satisfaction is a function of expectations, perceptions, and the gap between perceptions and expectations.

Expectation

Perceived value

Satisfaction

Perceived quality

Source: Claus Fornell et al. (1996)

Figure 2.2 Satisfaction model

b. The relationship between satisfaction and service quality

The diagram below illustrates the assessment of service quality and customer satisfaction.

Situation Factors

Service Quality

Product Quality

Customer Satisfaction

Price

Personal Factors

Source: Zeihaml and Bitner (1996)

Figure 2.3: Model for evaluating service quality and customer satisfaction

Customer satisfaction and service quality are two distinct but closely related concepts. Service quality is an objective, cognitive, and evaluative concept, while satisfaction is a combination of subjective, sensory, and emotional components.

The relationship between service quality and customer satisfaction is still divided, satisfaction is an antecedent of service quality or vice versa. Satisfaction leads to service quality, considering service quality as a long-term general evaluation, while satisfaction is a transaction-specific evaluation. Service quality is an antecedent of customer satisfaction and customer satisfaction has a significant influence on purchase intention.

Service quality and satisfaction are two different concepts but are closely related in service research. Previous studies have shown that service quality is the cause of satisfaction.

The reason is that quality is related to the provision of service, while satisfaction can only be assessed after using the service. If the quality is improved but not based on the needs of the customer, the customer will never be satisfied with the service. Therefore, when using the service, if the customer feels the service is of high quality, he will be satisfied with that service. On the contrary, if the customer feels the service is of low quality, dissatisfaction will arise.

In fact, in the service sector, the two concepts of “customer satisfaction” and “service quality” have fundamental differences based on the analysis of the causal relationships between them. Customer satisfaction is generally a broader concept than service quality. With this perspective, we can see service quality as a factor affecting customer satisfaction.

In short, customer satisfaction is a broad concept, including factors that affect it such as: service quality, product quality, price, personal factors and situational factors.

2.1.6 Practical basis for ensuring telecommunication service quality

a. In the world

International Telecommunication Union ITU (International Telecommunication Union)

The International Telecommunication Union (ITU) is an organization of the United Nations, currently has 193 Member States, 700 private sector members (Sector Members), 169 Associate Members and 48 Academia. Vietnam joined ITU on September 24, 1951; the Ministry of Information and Communications is the representative of Vietnam participating in ITU.

ITU's current main activities cover all matters relating to telecommunications. ITU has three main areas of activity:

- ITU - R (Radiocommunication Sector): Relating to radio broadcasting systems and equipment;

- ITU - T (Telecommunication Standardization Sector): Related to the compilation and promulgation of Technical Standards on telecommunications systems, networks and services;

- ITU - D (Development Sector): Related to drafting recommendations, resolutions, guidelines, handbooks, reports...

ITU Recommendations: ITU has issued a series of standards related to network quality and broadband fixed Internet access services below:

- Recommendation ITU-T G. 1010 (2001): “End-user multimedia QoS categories” - Multimedia QoS categories for end users.

(QoS is an abbreviation for the English term "Quality of Service" - Quality of Service: is a term used in the telecommunications field, referring to the techniques used in the following packet/cell switching networks: IP network QoS, ATM network QoS, IP/MPLS network QoS )

This recommendation defines a model for multimedia QoS types from the user's perspective. By considering the user's expectations for multimedia applications, eight QoS types are defined, based on the acceptable range of delay and loss.

These QoS categories form the basis for defining practical QoS classes for underlying transport networks and the associated QoS control mechanisms. The purpose of this recommendation is to provide guidance on the key factors that influence QoS from a customer perspective.

In ITU-T G.1010, quality parameter criteria are given for each type of audio, video and data service.

Table 2.1 below gives the basic quality parameters and target values ​​for data applications. The target parameters given for each type of Internet service are very specific.

- Recommendation Y.1540 (2007): “Internet protocol data communication service – IP packet transfer and availablity performance parameters” : Internet protocol data communication service – IP packet transfer and availablity performance parameters.

(IP is an abbreviation for the English word: Internet Protocol - Internet protocol; IP is an address of a computer when participating in the network to help computers transfer information to each other accurately, avoiding loss. Each IP address is unique within the same network level).

This recommendation defines parameters that may be used in defining and evaluating the performance of IP packet delivery for IP data communications services in terms of speed, accuracy, dependability, and availability. The Y.1540 performance parameters are intended to be used in the planning and provisioning of international IP services.

- Recommendation ITU-T Y. 1541 (2011):“ Network performance objiectives for IP-based services”.

Table 2.1: Quality objectives for data applications

Environment

Application	Degree of symmetry	Typical data amount image	Basic quality parameters and target values
				One way delay	Lag Variance	Throughput loss believe
Data	Web Browsing – HTML	Primarily one way	~10 KB	Desire <2s/page Accept < 4s/page	NA	0
Data	Data transmission/retrieval large ruler	Mainly one-way	10 KB-10 MB	Desire < 15 s Accept < 60 s	NA	0
Data	High priority transaction services eg trade electronic. ATM	Two-way	< 10KB	Desire < 2 s Accept < 4 s	NA	0
Data	Command line/control control	Two-way	~ 1 KB	< 250 ms	NA	0
Data	Static image	One way	< 100KB	Desired < 15 s Accept < 60 s	NA	0
Data	Interactive games	Two-way	< 1 KB	< 200 ms	NA	0
Data	Telnet	Two-way (asymmetric) worthy	< 1 KB	< 200 ms	NA	0
Data	E-mail (access) enter server)	Primarily one way	< 10 KB	Desire < 2 s Accept < 4 s	NA	0
Data	E-mail (server-to-server transmission) server)	Mainly one-way	< 10 KB	Maybe a few minutes	NA	0
Data	Fax ("real- time")	Primarily one way	~ 10 KB	< 30 s/page	NA	< 10-6 BER
Data	Fax (store & forward	Primarily one way	~ 10 KB	Maybe a few minute	NA	< 10-6 BER
Data	Transactions low priority	Primarily one way	< 10 KB	< 30 s	NA	0
Data	Usenet	Mainly one-way	1 MB or more than	Maybe a few minutes	NA	0

Maybe you are interested!

• Exploratory Factor Analysis (EFA) Results for Factors Affecting Customer Satisfaction
• Mobile Phone Usage in Hanoi Inner City Area zt2i3t4l5ee zt2a3gsconsumer,consumption,consumer behavior,marketing,mobile marketing zt2a3ge zc2o3n4t5e6n7ts - Test the relationship between demographic variables and consumer behavior for Mobile Marketing activities The analysis method used is the Chi-square test (χ2), with statistical hypotheses H0 and H1 and significance level α = 0.05. In case the P index (p-value) or Sig. index in SPSS has a value less than or equal to the significance level α, the hypothesis H0 is rejected and vice versa. With this testing procedure, the study can evaluate the difference in behavioral trends between demographic groups. CHAPTER 4 RESEARCH RESULTS During two months, 1,100 survey questionnaires were distributed to mobile phone users in the inner city of Hanoi using various methods such as direct interviews, sending via email or using questionnaires designed on the Internet. At the end of the survey, after checking and eliminating erroneous questionnaires, the study collected 858 complete questionnaires, equivalent to a rate of about 78%. In addition, the research subjects of the thesis are only people who are using mobile phones, so people who do not use mobile phones are not within the scope of the thesis, therefore, the questionnaires with the option of not using mobile phones were excluded from the scope of analysis. The number of suitable survey questionnaires included in the statistical analysis was 835. 4.1 Demographic characteristics of the sample The structure of the survey sample is divided and statistically analyzed according to criteria such as gender, age, occupation, education level and personal income. (Detailed statistical table in Appendix 6) - Gender structure: Of the 835 completed questionnaires, 49.8% of respondents were male, equivalent to 416 people, and 50.2% were female, equivalent to 419 people. The survey results of the study are completely consistent with the gender ratio in the population structure of Vietnam in general and Hanoi in particular (Male/Female: 49/51). - Age structure: 36.6% of respondents are <23 years old, equivalent to 306 people. People from 23-34 years old accounting for the highest proportion: 44.8% equivalent to 374 people, people aged 35-45 and >45 are 70 and 85 people equivalent to 8.4% and 10.2% respectively. Looking at the results of this survey, we can see that the young people - youth account for a large proportion of the total number of people participating in the survey. Meanwhile, the middle-aged people including two age groups of 35 - 45 and >45 have a low rate of participation in the survey. This is completely consistent with the reality when Mobile Marketing is identified as a Marketing service aimed at young people (people under 35 years old). - Structure by educational level: among 835 valid responses, 541 respondents had university degrees, accounting for the highest proportion of ~ 75%, 102 had secondary school degrees, ~ 13.1%, and 93 had post-graduate degrees, ~ 11.9%. - Occupational structure: office workers and civil servants are the group with the highest rate of participation with 39.4%, followed by students with 36.6%. Self-employed people account for 12%, retired housewives are 7.8% and other occupational groups account for 4.2%. The survey results show that the student group has the same rate as the group aged <23 at 36.6%. This shows the accuracy of the survey data. In addition, the survey results distributed by occupational criteria have a rate almost similar to the sample division rate in chapter 3. Therefore, it can be concluded that the survey data is suitable for use in analysis activities. - Income structure: the group with income from 3 to 5 million has the highest rate with 39% of the total number of respondents. This is consistent with the income structure of Hanoi people and corresponds to the average income of the group of civil servants and office workers. Those People with no income account for 23%, income under 3 million VND accounts for 13% and income over 5 million VND accounts for 25%. 4.2 Mobile phone usage in Hanoi inner city area According to the survey results, most respondents said they had used the phone for more than 1 year, specifically: 68.4% used mobile phones from 4 to 10 years, 23.2% used from 1 to 3 years, 7.8% used for more than 10 years. Those who used mobile phones for less than 1 year accounted for only a very small proportion of ~ 0.6%. (Table 4.1) Table 4.1: Time spent using mobile phones Frequency Ratio (%) Valid Percentage Cumulative Percentage Alid <1 year 5 .6 .6 .6 1-3 years 194 23.2 23.2 23.8 4-10 years 571 68.4 68.4 92.2 >10 years 65 7.8 7.8 100.0 Total 835 100.0 100.0 The survey indexes on the time of using mobile phones of consumers in the inner city of Hanoi are very impressive for a developing country like Vietnam and also prove that Vietnamese consumers have a lot of experience using this high-tech device. Moreover, with the majority of consumers surveyed having a relatively long time of use (4-10 years), it partly proves that mobile phones have become an important and essential item in people's daily lives. When asked about the mobile phone network they are using, 31% of respondents said they are using the network of Vietel company, 29% use the network of of Mobifone company, 27% use Vinaphone company's network and 13% use networks of other providers such as E-VN telecom, S-fone, Beeline, Vietnammobile. (Figure 4.1). Figure 4.1: Mobile phone network in use Compared with the announced market share of mobile telecommunications service providers in Vietnam (Vietel: 36%, Mobifone: 29%, Vinaphone: 28%, the remaining networks: 7%), we see that the survey results do not have many differences. However, the statistics show that there is a difference in the market share of other networks because the Hanoi market is one of the two main markets of small networks, so their market share in this area will certainly be higher than that of the whole country. According to a report by NielsenMobile (2009) [8], the number of prepaid mobile phone subscribers in Hanoi accounts for 95% of the total number of subscribers, however, the results of this survey show that the percentage of prepaid subscribers has decreased by more than 20%, only at 70.8%. On the contrary, the number of postpaid subscribers tends to increase from 5% in 2009 to 19.2%. Those who are simultaneously using both types of subscriptions account for 10%. (Table 4.2). Table 4.2: Types of mobile phone subscribers Frequency Ratio (%) Valid Percentage Cumulative Percentage Valid Prepay 591 70.8 70.8 70.8 Pay later 160 19.2 19.2 89.9 Both of the above 84 10.1 10.1 100.0 Total 835 100.0 100.0 The above figures show the change in the psychology and consumption habits of Vietnamese consumers towards mobile telecommunications services, when the use of prepaid subscriptions and junk SIMs is replaced by the use of two types of subscriptions for different purposes and needs or switching to postpaid subscriptions to enjoy better customer care services. In addition, the majority of respondents have an average spending level for mobile phone services from 100 to 300 thousand VND (406 ~ 48.6% of total respondents). The high spending level (> 500 thousand VND) is the spending level with the lowest number of people with only 8.4%, on the contrary, the low spending level (under 100 thousand VND) accounts for the second highest proportion among the groups of respondents with 25.4%. People with low spending levels mainly fall into the group of students and retirees/housewives - those who have little need to use or mainly use promotional SIM cards. (Table 4.3). Table 4.3: Spending on mobile phone charges Frequency Ratio (%) Valid Percentage Cumulative Percentage Valid <100,000 212 25.4 25.4 25.4 100-300,000 406 48.6 48.6 74.0 300,000-500,000 147 17.6 17.6 91.6 >500,000 70 8.4 8.4 100.0 Total 835 100.0 100.0 The statistics in Table 4.3 are similar to the percentages in the NielsenMobile survey results (2009) with 73% of mobile phone users having medium spending levels and only 13% having high spending levels. The survey results also showed that up to 31% ~ nearly one-third of respondents said they sent more than 10 SMS messages/day, meaning that on average they sent 1 SMS message for every working hour. Those with an average SMS message volume (from 3 to 10 messages/day) accounted for 51.1% and those with a low SMS message volume (less than 3 messages/day) accounted for 17%. (Table 4.4) Table 4.4: Number of SMS messages sent per day Frequency Ratio (%) Valid Percentage Cumulative Percentage Valid <3 news 142 17.0 17.0 17.0 3-10 news 427 51.1 51.1 68.1 >10 news 266 31.9 31.9 100.0 Total 835 100.0 100.0 Similar to sending messages, those with an average message receiving rate (from 3-10 messages/day) accounted for the highest percentage of ~ 55%, followed by those with a high number of messages (over 10 messages/day) ~ 24% and those with a low number of messages received daily (under 3 messages/day) remained at the bottom with 21%. (Table 4.5) Table 4.5: Number of SMS messages received per day Frequency Ratio (%) Valid Percentage Cumulative Percentage Valid <3 news 175 21.0 21.0 21.0 3-10 news 436 55.0 55.0 76.0 >10 news 197 24.0 24.0 100.0 Total 835 100.0 100.0 When comparing the data of the two result tables 4.4 and 4.5, we can see the reasonableness between the ratio of the number of messages sent and the number of messages received daily by the interview participants. 4.3 Current status of SMS advertising and Mobile Marketing According to the interview results, in the 3 months from the time of the survey and before, 94% of respondents, equivalent to 785 people, said they received advertising messages, while only a very small percentage of 6% (only 50 people) did not receive advertising messages (Table 4.6). Table 4.6: Percentage of people receiving advertising messages in the last 3 months Frequency Ratio (%) Valid Percentage Cumulative Percentage Valid Have 785 94.0 94.0 94.0 Are not 50 6.0 6.0 100.0 Total 835 100.0 100.0 The results of Table 4.6 show that consumers in the inner city of Hanoi are very familiar with advertising messages. This result is also the basis for assessing the knowledge, experience and understanding of the respondents in the interview. This is also one of the important factors determining the accuracy of the survey results. In addition, most respondents said they had received promotional messages, but only 24% of them had ever taken the action of registering to receive promotional messages, while 76% of the remaining respondents did not register to receive promotional messages but still received promotional messages every day. This is the first sign indicating the weaknesses and shortcomings of lax management of this activity in Vietnam. (Table 4.7) div.maincontent .s1 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s2 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s3 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .p { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; margin:0pt; } div.maincontent p { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; margin:0pt; } div.maincontent .s4 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 9.5pt; vertical-align: 6pt; } div.maincontent .s5 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s6 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s7 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s8 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s9 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s10 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 12pt; } div.maincontent .s11 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; font-size: 14pt; } div.maincontent .s12 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s13 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s14 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 13pt; } div.maincontent .s15 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 9.5pt; vertical-align: 6pt; } div.maincontent .s16 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 5.5pt; vertical-align: 3pt; } div.maincontent .s17 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 8.5pt; } div.maincontent .s18 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: bold; font-size: 14pt; } div.maincontent .s19 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; font-size: 14pt; } div.maincontent .s20 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 13pt; } div.maincontent .s21 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s22 { color: black; font-family:"Courier New", monospace; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s23 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 13pt; } div.maincontent .s24 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 13pt; } div.maincontent .s25 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s26 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s27 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 1.5pt; } div.maincontent .s28 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 11pt; } div.maincontent .s29 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 13pt; } div.maincontent .s30 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: bold; text-decoration: none; font-size: 13pt; } div.maincontent .s31 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 13pt; } div.maincontent .s32 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 10.5pt; } div.maincontent .s33 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 11pt; } div.maincontent .s35 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 10.5pt; } div.maincontent .s36 { color: #F00; font-family:Arial, sans-serif; font-style: italic; font-weight: bold; text-decoration: none; font-size: 10.5pt; } div.maincontent .s37 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 10.5pt; } div.maincontent .s38 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 8.5pt; vertical-align: 5pt; } div.maincontent .s39 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 10.5pt; } div.maincontent .s40 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 7pt; vertical-align: 4pt; } div.maincontent .s41 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 10.5pt; } div.maincontent .s42 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 11pt; } div.maincontent .s43 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 7.5pt; vertical-align: 5pt; } div.maincontent .s44 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 7pt; vertical-align: 5pt; } div.maincontent .s45 { color: #F00; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 10.5pt; } div.maincontent .s46 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 7pt; vertical-align: 5pt; } div.maincontent .s47 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 11pt; } div.maincontent .s48 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s49 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 9.5pt; vertical-align: -2pt; } div.maincontent .s50 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 9.5pt; } div.maincontent .s51 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 9.5pt; vertical-align: -1pt; } div.maincontent .s52 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 9.5pt; vertical-align: -2pt; } div.maincontent .s53 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 13pt; } div.maincontent .s54 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 9.5pt; vertical-align: -1pt; } div.maincontent .s55 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 10.5pt; } div.maincontent .s56 { color: #00F; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; font-size: 14pt; } div.maincontent .s57 { color: #00F; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 14pt; } div.maincontent .s58 { color: #00F; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; font-size: 14pt; } div.maincontent .s59 { color: #00F; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 13pt; } div.maincontent .s60 { color: #00F; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; font-size: 13pt; } div.maincontent .s61 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s62 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s63 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .content_head2 { color: #F00; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 14pt; } div.maincontent .s64 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: bold; text-decoration: none; font-size: 13pt; } div.maincontent .s67 { color: black; font-family:Arial, sans-serif; font-style: normal; font-weight: normal; text-decoration: none; font-size: 9.5pt; } div.maincontent .s68 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: bold; text-decoration: none; font-size: 12pt; } div.maincontent .s69 { color: black; font-family:"Times New Roman", serif; font-style: italic; font-weight: normal; text-decoration: none; font-size: 12pt; } div.maincontent .s70 { color: black; font-family:"Times New Roman", serif; font-style: normal; font-weight: normal; tex
• Testing Factors Affecting Customer Satisfaction With Savings Deposit Services At Dong A Bank
• Factors affecting customer satisfaction with the quality of international money transfer services at Dong A Commercial Joint Stock Bank - 1
• Factors affecting the level of Internet Banking usage of customers in Ho Chi Minh City - 1

This recommendation defines internationally agreed IP quality values ​​for each parameter defined in ITU-T recommendation Y.1540. Some of these values ​​depend on the network QoS class that

end-users and network providers have agreed upon. This Recommendation defines six different network QoS classes. This Recommendation applies to international end–to–end IP network links. The network QoS classes defined here are intended to form the basis for agreements between network service providers and end-users, and between service providers. These classes should continue to be used where the underlying agreement provides a way to accommodate the dynamic requirements that QoS protocols support.

In summary, the Recommendations are developed and issued by ITU-T on a consensus basis and are not mandatory standards. Although they are not mandatory, ITU-T Recommendations are often followed by countries because they are the technical basis for ensuring the compatibility of systems and networks and allowing the provision of telecommunications services globally. These recommendations are studied and referred to by member countries when developing their own telecommunications standards.

b. In Vietnam

Due to the importance of Internet access services in general and broadband fixed Internet access services in particular, Vietnamese authorities are very concerned about the issue of service quality management. In recent times, the Ministry of Information and Communications (formerly the Ministry of Posts and Telecommunications) has issued a series of regulations and standards related to the quality of broadband fixed Internet access services.

* Legal basis

The telecommunications sector in our country is currently governed and regulated by:

- Law on Technical Standards and Regulations issued on June 29, 2006

- The Law on Telecommunications was promulgated on November 23, 2009.

- Law on Radio Frequency issued on November 23, 2009

- Decree No. 127/2007/ND-CP dated August 1, 2007 of the Government detailing and guiding the implementation of a number of articles of the Law on Technical Standards and Regulations.

On that basis, the Ministry of Information and Communications issued Circular No. 11/2011/TT-BTTTT, dated May 26, 2011 on Promulgating National Standards on Telecommunications; accompanied by the following 03 National Technical Standards on Telecommunications Service Quality:

(1) National technical regulation on ADSL Internet access service quality. Symbol: QCVN 34: 2011/BTTTT

(2) National technical regulation on the quality of telephone services on fixed terrestrial telecommunications networks. Symbol: QCVN 35: 2011/BTTTT

(3) National technical regulation on the quality of telephone services on terrestrial mobile telecommunications networks. Symbol: QCVN 36: 2011/BTTTT.

* National technical regulation on quality of fixed terrestrial broadband Internet access service

♦ Scope of application

This regulation stipulates the limits of quality indicators for broadband Internet access services, belonging to the group of fixed terrestrial telecommunications services (hereinafter referred to as fixed terrestrial broadband Internet access services), including:

- Fixed terrestrial broadband Internet access service using FTTH/xPON technology (abbreviated as fiber optic Internet access service);

- Fixed terrestrial broadband Internet access service using cable TV modem technology (referred to as cable TV Internet access service);

- Fixed terrestrial broadband Internet access service using xDSL technology (referred to as xDSL Internet access service).

♦ Applicable objects

This regulation applies to State management agencies and enterprises providing fixed-line broadband Internet access services (hereinafter referred to as Service Providers) to manage the quality of fixed-line broadband Internet access services according to the regulations of the State and the Ministry of Information and Communications.

This standard is also the basis for users to monitor the quality of fixed-line broadband Internet access services of enterprises.

♦ Word explanation

- Customers (service users): Vietnamese or foreign individuals and organizations using fixed-line broadband Internet access services in Vietnam.

- Service quality: The aggregate results of the indicators show the level of satisfaction of service users with that service.

- Fixed terrestrial broadband Internet access service: Internet access service provided through fixed terrestrial telecommunications networks based on various technologies with download speeds of 256 kbit/s or higher.

- Fiber optic Internet access service: Fixed terrestrial broadband Internet access service based on the FTTH/xPON technology family, allowing high-speed information access on optical leased lines, distributing download and upload bandwidth equally.

- Cable TV Internet access service: Fixed terrestrial broadband Internet access service via cable TV network based on cable modem technology, allowing high-speed information access on subscriber lines, distributing download bandwidth that can be larger than upload bandwidth.

- xDSL Internet access service: Fixed terrestrial broadband Internet access service based on the xDSL family of technologies (e.g. ADSL, HDSL, MDSL,