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ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN VĂN THỊNH E-COMMERCE LOGISTICS IN VIETNAM THE REALITY AND SOLUTIONS LOGISTIC TRONG THƯƠNG MẠI ĐIỆN TỬ Ở VIỆT NAM: THỰC TRẠNG VÀ GIẢI PHÁP LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2018 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN VĂN THỊNH E-COMMERCE LOGISTICS IN VIETNAM THE REALITY AND SOLUTIONS LOGISTIC TRONG THƯƠNG MẠI ĐIỆN TỬ Ở VIỆT NAM: THỰC TRẠNG VÀ GIẢI PHÁP Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: TS BÙI QUANG HƯNG Hà Nội - 2018 DECLARATION The author confirms that the research outcome in of this thesis is the result of author‟s independent work during study and research period, and it is not yet published in other‟s research and article The other‟s research results and documentation (such as extractions, tables, figures, formulas and other document) used in the thesis are cited properly, and the permission (if required) is given Plagiarism in this Thesis will not be tolerated by The author is responsible in front of theLaws and Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration Date: December 11, 2017 ACKNOWLEDGEMENT I have gained huge knowledge, skills and insights from my MBA course The course raises my capacity of administration and management up to the next level I am now very confident in my position of management I would like to extend my sincerest thanks and appreciation to all those who have helped me makde this Thesis to be possible First of all, I would like to express my deepest and sincerest gratitude to my supervisor, Dr Bui Quang Hung for his useful comments, remarks and engagement during my process of doing this master Master Tthesis I would like to give my sincere thanks tocustomers who have purchased and used the services of logistics businesses, in my survey, who have willingly spent their precious time joining the interviews Sincere thanks are extended to the Hanoi School of Business and Management (HSB) - Vietnam National University for equipping me with huge knowledge and skills through various interesting and practical subjects I also would like to thanks my classmates for their friendship and reciprocal encouragement to make our class time to become unforgettable time Lastly, I would like to give my great thanks to my family who have been always standingby me during for the past two years, and encourages encouraging me to keep moving from the beginning of my study Formatted: Space After: pt This page is intendedly left plank E-COMMERCE LOGISTICS IN VIETNAM THE REALITY AND SOLUTIONS E-Commerce logistics in Vietnam The reality and solutions Summary of the results The result of the thesis is to provide the solutions of logistics for e-commerce in Vietnam Study on the general situation of logistics and logistics in e-commerce in Vietnam Propose Proposing solutions (infrastructure of transport, technology and policies) related to logistics is to support E-commerce development Applicability in practice E-commerce is a growing field in the world, as the trend is irreversible However, in Vietnam there are many obstacles to the development of e-commerce and the biggest barrier now is the logistics (logistics for e-commerce) The thesis studiesy on the ongoing issues at the big e-commerce companies in Vietnam and around the world, opportunities and challenges in the coming time to provide practical solutions to overcome these exist to be able to support Vietnam ecommerce development Comment [THP1]: Khơng có vị ngữ (nghiên cứu tình tình trạng chung Logistics Ecommerce Logistics để làm gì? TABLE OF CONTENTS LIST OF TABLES i LIST OF FIGURE ii FOREWORD 1 Problem of statement Literature review Research objectives 3.1 General objective 3.2 Detail objectives 4 Research subjects 5 Research scope Research methodology 6.1 Data collection methods 6.2 Data processing methods Research structure CHAPTER 1: THEORETICAL FRAMEWORK ON E-COMMERCE AND LOGISTICS IN E-COMMERCE 1.1 E-commerce 1.1.1 Concept 1.1.2 Components of e-Commerce 1.1.3 Ecommerce models 11 1.1.4 The role and benefits of e-Commerce 12 1.2 Logistics in e-commerce 16 1.2.1 General concept 16 1.2.2 Components of Logistics in e-commerce 16 1.3 Factors influencing logistics in e-commerce 19 1.3.1 Macro Factor 19 1.3.2 Subjective factors 20 CHAPTER 2: LOGISTICS STATUS IN E-COMMERCE OF THE WORLD AND VIETNAM 23 2.1 Logistics Status in E-Commerce of the World 23 2.1.1 Research at Amazon 23 2.1.2 Research in Wal-Mart 29 2.1.3 Overall evaluation of logistics solutions in e-commerce in the world 34 2.2 The status of logistic in Viet Nam 35 2.2.1 Research at Sendo.vn 35 2.2.2 Research at Tiki.vn 43 2.2.3 Analyzing the influence of factors on logistic behavior in e-commerce49 2.2.4 Customer survey 55 2.2.5 Summary of SWOT Matrix 61 CHAPTER 3: SOLUTIONS TO COMPLETE LOGISTICS IN E-COMMERCE IN VIETNAM 64 3.1 Logistics operations development direction in Vietnam e-commerce sector 64 3.2 The proposed solutions for Logistics activities in the EC in Vietnam 65 3.2.1 proposed solutions to business 66 3.2.2 Recommendations to the State 69 REFERENCES 72 APPENDIX 74 Survey Questions 74 LIST OF ACRONYMS APEC Asia-Pacific Economic Cooperation B2B Business-to-business B2C Business-to-consumer B2G Business-to-Government C2C Consumer-to-consumer C2G Customer to Government CPFR Collaborative Planning, Forecasting and Replenishment EDI Electronic data interchange POS Point of Sale 10 SMS Short Message Services 11 VND Viet Nam Dong LIST OF TABLES Table 1.1: E-commerce models 11 Table 2.1: Amazon's refund policy 29 Table 2.2: Service prices in the city on Shipchung.vn 38 Table 2.3: Prices in interprovincial 40 Table 2.4: Return Policy of Sendo.vn 41 Table 2.5: Refund processing at Sendo.vn 42 Table 2.6: Order processing capacity 45 Table 2.7: Delivery fee and order processing at Tiki.vn 46 Table 2.8: Return goods policies of Tiki.vn 47 Table 2.9 : Customer survey results 55 Table 2.10: Customer survey results 57 Table 2.11: Customer survey results on transportation activities 59 Table 2.12 : Customer survey results on Return shipping 60 i ... KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN VĂN THỊNH E-COMMERCE LOGISTICS IN VIETNAM THE REALITY AND SOLUTIONS LOGISTIC TRONG THƯƠNG MẠI ĐIỆN TỬ Ở VIỆT NAM: THỰC TRẠNG VÀ GIẢI PHÁP Chuyên ngành:... E-COMMERCE LOGISTICS IN VIETNAM THE REALITY AND SOLUTIONS E-Commerce logistics in Vietnam The reality and solutions Summary of the results The result of the thesis is to provide the solutions of logistics. .. to the development of e-commerce and the biggest barrier now is the logistics (logistics for e-commerce) The thesis studiesy on the ongoing issues at the big e-commerce companies in Vietnam and
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