NÂNG CAO CHẤT LƯỢNG DỊCH VỤ TRUYỀN THANH THÔNG MINH TẠI TẬP ĐOÀN BƯU CHÍNH VIỄN THÔNG VIỆT NAM - CHI NHÁNH VĨNH LONG

Abstract

This study investigates solutions to improve the quality of smart broadcasting services at VNPT Vinh Long. A mixed-methods approach was employed, combining secondary data analysis and expert interviews to assess infrastructure, equipment quality, system features, pricing policies, and customer care. A survey of 120 customers was conducted to evaluate service quality across five SERVQUAL dimensions. The findings reveal that reliability and assurance were rated highly, while responsiveness and empathy remained limited. Based on these results, the study proposes solutions including infrastructure upgrades, enhanced customer care, process optimization, workforce development, and stronger information security. These recommendations aim to improve customer satisfaction and sustain competitive advantages in the smart broadcasting sector.