ENHANCING THE QUALITY OF VIDEO CONFERENCING SERVICES AT VIETNAM POSTS AND TELECOMMUNICATIONS GROUP: A CASE STUDY OF THE VINH LONG BRANCH

Abstract

Amidst the vigorous trend of digital transformation and the increasing demand for uninterrupted communication connectivity, virtual meeting solutions are playing a vital role in the daily operations of numerous organizations and enterprises. Stemming from this practical need, this study analyzes the current situation with the aim of improving the quality of video conferencing services at Vietnam posts and telecommunications group: a case study of the Vinh Long branch (VNPT Vinh Long). To gain profound and objective insights into the actual user experience, a qualitative research approach was employed, drawing on customer survey data collected during the period 2022–2024. This evaluation process was comprehensively designed and executed, where the analysis focused on key dimensions, including transmission quality, service capability, responsiveness, reliability, tangibility, and pricing. Based on the systematically synthesized and scientifically processed database, the findings highlight both strengths and limitations, as well as the underlying factors affecting service quality. Clearly identifying technological barriers and management workflows is a crucial prerequisite for formulating optimization strategies. Based on these insights, the study proposes several strategic solutions: upgrading network transmission quality, enhancing staff competence, strengthening system-wide monitoring and control, improving customer care, and implementing flexible pricing policies. By effectively addressing the current operational bottlenecks, these measures are expected to comprehensively enhance the quality of VNPT Vinh Long’s video conferencing services in the coming years, thereby contributing to consolidating brand reputation and maintaining the telecommunications enterprise's competitive advantage in the market.