Internet Marketing Assignment 2 BTEC Nguyen Huu Phong 2017

Internet Marketing Assignment 2 BTEC Nguyen Huu Phong 2017 tại University of Greenwich Viet Nam, đây là một trong những môn rất quan trọng và cần thiết cho những người muốn theo nghành businness cụ thể là human resource management như mình. Bài assignment này được mình làm tại trường. Các bạn có thể xem và tham khảo nhưng lư

Introduction Any service, product of a business, any organization when reaching the customer also want to get the highest satisfaction Sometimes the information about the satisfaction, feelings and opinions of customers about products, services, helps the business or organization can improve the quality and overcome weaknesses cream There are many ways to get feedback on customer satisfaction, but in the information age, Internet surveys are becoming more popular and are being used by a majority of businesses Cross information from customers Once the information is available, businesses and organizations will be able to analyze the data to draw conclusions and solutions to improve the product In this report, I will explore the facts and analyze the data in a college environment to assess how well students are satisfied with the environment they are attending More specifically, in this report, I will examine student satisfaction at the University of Greenwich in Vietnam, currently the university I am attending After launching a survey and survey of 23 students, I will process the data and step by step assessments from that data as well as give some tips to help improve the environment I am working on 1.Understanding of customer satisfaction There are many different views on customer satisfaction Customer satisfaction is their reaction to the perceived difference between known experience and expectation (Parasuraman, 1988) Understandably, the customer's known experience when using a service and the results after the service are provided More specifically, customer satisfaction is the mood or feeling of the customer about a company when their expectations are met or exceeded over the life of the product or service Satisfied customers will gain loyalty and continue to buy the product or use the company's services In this section, we will detail the customer satisfaction theory - SERVQUAL proposed by Parasureman in 1985 Parasuraman is one of the pioneers in the study of service quality The success of the model is a major breakthrough for businesses to apply to improve service quality The quality assessment must be through the perception of the customer that is the person who uses the services of the business Based on the traditional definition of quality of service, Parasuraman has built SERVQUAL to measure the quality of service, including five key components: Tangibles, Reliability, Responsiveness, Assurance, Empathy These five factors will determine the level of customer satisfaction for a product or service provided by an organization Tangibles Physical visibility is the external image of the facilities, equipment, machinery, staff style, materials, manuals and communication systems On the other hand, we can understand Tangibles as something that a customer looking at first will see right away and this is often first appreciated by customers before they think of the quality of the product or service / In general, all that the customer sees directly with the eyes and the senses can influence this factor: the equipment has always been modernized; The company's infrastructure facilities are eyecatching, beautifully decorated, the staff in the company is always neat and clean; The company's picture booklet related to the service looks beautiful For example: When customers come to buy a phone at a store, there are two phones at the same price, same quality but the model A is more beautiful and fashionable than phone B Customers will choose the electricity Phone A because the form outside the phone A more eye-catching and customers feel more satisfied Reliability This factor focuses primarily on the trust that customers place on the business when they use the product or service of that business, they accept the commitment and support after-sales of the business Businesses build trust with customers by promising to something for their customers When customers encounter obstacles, enterprises are always concerned about the problem and dedicated to helping customers If a business promises to perform right from the beginning, at the right time and does not make any mistakes and make the customer feel his or her problem solved, then the customer will believe and feel that the business has done Just as committed and deserve to be trusted For example: When customers purchase Samsung products, Samsung is committed to supporting and solving the best product problems for its customers In the case of the Samsung Galaxy Note that led to Samsung's Note phones exploding all over the globe that endangered their customers, Samsung immediately recalled all of its products globally and paid back for Customers also give gifts and provide boxes for safer retrieval Samsung's moves have made customers feel satisfied that Samsung has made the right commitment and in time to avoid unfortunate events This has helped Samsung get more customer trust Responsiness This factor speaks to the ability and speed of interaction between customers and businesses providing products and services In other words, this is a measure of the ability to quickly solve a problem, handle complaints effectively, be willing to help customers, and meet customer requirements More specifically, service effectiveness is the response from the service provider to what the customer expects: the company employee will tell you when and when the service will be delivered Does it quickly Always be prepared to help you with difficult problems Never too busy to meet your requirements When this factor is met, the customer will feel respected and the service of the business is best supported and fastest for the customer using it, from which the customer satisfaction will increase on No customer satisfaction when their problem is solved slowly and not really effective For example: When I was studying at the University of Greenwich in Vietnam, because my school automatically placed a grade for each student, sometimes it was classed as having an effect on other activities and making students feel difficult I wrote the transfer application and stated the reason, the school responded very quickly within hours after I wrote and solved the problem was to move me to my desired class This helped to increase my satisfaction with the place and felt that my problem was responded very quickly and efficiently Assurance This is the factor that creates credibility, trust for the customer to be felt through professional service, expert knowledge, elegant style and good communication ability so that the customer feel Peace of mind when using the service Employee behavior leads to consumer confidence Guests feel safe while dealing with business Staff are always happy and answer questions in detail We can better understand, this is building a safe and comfortable environment while customers use the services of businesses, customers feel they are using the services of a business Have the excellent team and can help them solve any problems, professionalism to help customers more confident and more confident, the business is sure enough to fulfill the commitments For example: When buying a Manulife insurance product, a customer is satisfied and assured of the quality of the place when the Manulife staff team is dedicated to explaining and guiding customers, answering questions About the problems that arise Professional staff on the form, knowledge, and behavior, this creates a peace of mind for the customer Empathy Empathy is the attention, caring customer care, giving the customer the best possible care, can help customers feel as "guest" Always pay close attention to the customer Enthusiastic staffs care and see the benefit of customers is mindful Understand but the customer needs Work at convenient times and in accordance with customer habits In other words, this reflects the insights a business has on a customer and, when customers see it, the level of customer satisfaction increases For example: Come back to the University of Greenwich that I am studying Where I am studying is probably more special than other universities when placing classes before paying tuition fees and for extended periods of time Due to the high cost of tuition payment, the school knows it well and creates the best conditions for the students to stay in class and can pay for tuition instead May be suspended if payment is not due on time It is customer insight and students feel very pleased about this And based on these five factors, a business or organization can measure the level of customer satisfaction with their products and services These factors are often applied in live surveys or online surveys conducted by companies on their clients to better utilize that data 2.Analysis of survey results In this section, I will create a small survey with Google form with some questions based on the customer satisfaction theory that Parasureman offers This survey was based on 23 students at the University of Greenwich in Vietnam through Google forms and the results I will process, evaluate and analyze Finally, I will give some tips to help improve a small part of the unresolved weakness This is a survey questionnaire I used to survey 23 students at the University of Greenwich in Vietnam: The satisfaction of students at University of Greenwich Vietnam Hello everyone, my name is Nguyen Huu Phong I'm studying at University of Greenwich Viet Nam and having an Internet Marketing Assignment In this report I need to create a form to survey everyone about the satisfaction when we studying at here I really need your ideas to complete this important survey and appreciated it By the way, I'm sure that your information and ideas will be secret One more time, thank you so much for being here to help me Part 1: Are you currently studying at Greenwich University of Vietnam? - Yes - No Which campus of Greenwich VN you study? - Ho Chi Minh - Ha Noi - Da Nang - Can Tho Part 2: Some of your information The information in this section will be kept confidential and security This information I used to thank and send gifts to you, after weeks all your information will be removed from the system What is your full name? _ What is your email? What year are you currently in? - First year - Second year - Third year - Prepare graduate What subject you study? Part 3: Assess your satisfaction with the University of Greenwich Vietnam In this section you evaluate the level of the questions as level (Worst) to level (Pretty satisfied) Your ratings are really important because it contributes to make better the quality of the environment and quality of everything here How satisfied are you with the University of Greenwich Vietnam? Part 4: Would you mind to leave some words here what you want from Greenwich Vietnam to improve? Thank you so much! Thank you very much for taking the time to help me make this survey All your ideas is truly appreciated and contributes to the University of Greenwich better Then, I sent this survey to 23 students at Greenwich University of Vietnam and collected the survey data of you Data collected from Google Form is synchronized and processed through Google Spreadsheets, which is the raw data that I collected after the survey From this raw data, I have aggregated this raw data into column charts so that we can more easily evaluate and analyze it The chart below will show an average rating through factors: Tangibles, Reliability, Responsiveness, Assurance, Empathy of students for University of Greenwich Vietnam Throughout the chart, we can see the highest levels of student satisfaction at the school's credibility and credibility (3.78/5), which is slightly lower than student satisfaction with access Understand (3.48/5) and the assurance (3.39/5) that the University of Greenwich brought to students However, students also had the lowest satisfaction level with the school facilities when the average satisfaction level was just 3.17/5, the same level of student satisfaction as well At the lowest level of support and feedback in helping and solving problems of the school Learning in this environment, I also find that this data is true when the facilities and the feedback of the school to students are not really good and not meet the wishes of students I will analyze these two smallest elements carefully below to understand why the level of student satisfaction is so low and suggest some solutions to improve In first question, I went directly to the surveyed students to understand why they are not satisfied with the facilities Most of the answers are small parking lots and quality equipment in the classroom is not really good Last year, the school moved to District of Ho Chi Minh City, although new facilities still did not meet the school's students when the parking basement was overcrowded and the school rented More parking nearby but the problem is still not solved best In addition, the equipment in the classroom is not as good quality as projectors, speakers Specifically, the projector usually provides poor picture and common speakers malfunction The two factors in parking and equipment in the classroom are the factors that make the student satisfaction level drop to a low level with an average satisfaction of just 3.17/5 Along with the lowest level of satisfaction with the facilities, the ability to respond and support problem-solving for students is not well received by students when the average level of satisfaction is just 3.17 / The reason may be that the school can not effectively solve the problems of students More specifically, in some cases, students would like to comment on classroom restrictions such as overhead projectors, inactivity speakers, broken desks and furniture, but schools not respond or respond slowly In addition, some students have a need to change class to facilitate scheduling but are not resolved And many other issues that have not been addressed by the school or have been slow to deal with have resulted in a low level of student satisfaction Solution As seen above, the two elements of Tangibles and Responsiness receive the lowest satisfaction when students are dissatisfied with the facilities and feedback and problem solving of the school Realizing that, I have some temporary solutions to overcome these problems First of all, about the school's facilities, when moving to a new campus in District of Ho Chi Minh City, the biggest problem is that parking for students and faculty is too small even though there are basements and schools Rented a new garage to meet However, the large and growing number of students in the years leading up to the parking lot did not meet To solve this problem, the school should rent a parking lot that is wider and more convenient than the existing parking lot Nearly the facility now has a fairly large site near the County's abandoned basin, so the school may consider reducing the truckload at school The second is the speed of response and the ability to solve problems of ineffective school, leading to a decrease in student satisfaction To address this problem, the school should increase the number of student support staff, possibly due to the limited staffing and the high student population that overload the department Increasing the number of staff for this department will contribute to addressing the problem and the problems of students will be resolved more quickly and efficiently These are the solutions that contribute to improving students' satisfaction with the two lowest elements These may be temporary solutions, but they can improve the current situation Through the past sections, I have collected survey data and processed raw data to give my assessments and comments, as well as my advice to help improve the learning environment It is also a basic survey process that any business or organization needs to to change, improve and understand its customers better Conclusion Obtaining customer feedback and information is extremely important as it helps a business evaluate the level of customer satisfaction with the products and services it provides Data collected is also used to evaluate and provide solutions to improve quality and overcome weaknesses Understand the customer, the business can be successful, to understand customers, businesses need to have the evaluation through a survey like this 10