FACTORS AFFECTING PERFORMANCE ENHANCING CUSTOMER SERVICE IN VIETNAMESE BUSINESSES IN THE COMPETITION AND INTEGRATION TREND

he results were to analyze the factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend. Qualitative and quantitative research methods were used to survey 500 people with 28 observed variables aiming to identify factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend. The study results showed that there were 05 factors affecting the group as follows: Customer service, Physical Facilities, Complaint Resolving, Service Capacity and Convenience Perception. The objectives of this study are following: First, to identify the factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend; Second, to determine the priority order of the impact degree of factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend; Third, to propose solutions improving the performance enhancing customer service in Vietnamese businesses in the competition and integration trend in the future.