phân tích chất lượng marketing dịch vụ của việt nam post

UNIVERSITY OF ECONOMICS AND LAW SERVICE MARKETING Lecturer: M.Econ Nguyen Tran Cam Linh Subject: Analyzing the service quality and measure of service quality of the postal courier, thereby making marketing strategies to improve the service quality and increase efficiency to help the process develop completely UNIVERSITY OF ECONOMICS AND LAW SERVICE MARKETING No Name St code Email Nguyễn Hoàng Lan Trinh K174101213 trinhnhl17410c@st.uel.ed u.vn Võ Văn Ri K174101204 rivv17410c@st.uel.edu.vn Võ Đức Thanh K174101206 thanhvdc@st.uel.edu.vn Trần Thị Hồng Vân K174101217 vantth17410c@st.uel.edu Lecturer: M.Econ Nguyen Tran Cam Linh Subject: Analyzing the service quality and measure of service quality of the postal courier, thereby making marketing strategies to improve the service quality and increase efficiency to help the process develop completely i ACKNOWLEDGMENT We would like to send our sincere thanks to Ms Nguyen Tran Cam Linh - the teacher for whom guide the group directly This project was completed based on the reference, learning experience from related research results, other sources such as books, specialized newspapers of many authors of many universities and organizations research, political organizations,… Due to knowledge and time constraints, this project cannot avoid shortcomings We hope you give us your ideas and help to improve the project Once again we sincerely thank you ii ABTRACTS The study aims to analyze the service quality of the postal service at the Vietnam Post then deriving recommendations based on the results in order to make the quality of the service grow to its full potential Research is conducted by both qualitative and quantitative methods Qualitative method is used to research documents and find the suitable scale for the study, analyzing results and solutions Quantitative method is used for analyzing data, reviewing the scale of research, analyzing the research model, and hypotheses The model used to research in this study was the SERVQUAL model The results showed that all factors have a positive impact on the quality of service regulations in the Vietnam Post And those are Reliability, Responsiveness, Tangible, Assurance, and Empathy iii TABLE OF CONTENT CHAPTER 1: THEORETICAL BASIS 1.1 Definition and characteristics of Service 1.2 Definition and characteristics of the Express Mail Service in Postal Service 1.3 Postal service 1.4 Model of Service Quality 1.4.1 Reliability 1.4.2 Responsiveness 1.4.3 Assurance 1.4.4 Empathy 1.4.5 Tangibles 1.5 The GAP model of service quality CHAPTER 2: INTRODUCTION OF THE SITUATION OF PROVISION OF VIETNAM POST POST SERVICE 2.1 Summary overview of the development of express mail VNP 2.1.1 Overview of the formation and development of VNP 2.1.2 Operation and Delivery systems 2.1.3 Infrastructure 2.1.4 Business development situation - delivery postage service group 10 2.2 Services provided 11 2.3 Marketing Segmentation 11 2.4 Competition environment 12 2.5 VNQuick post Service International 13 CHAPTER 3: RESULTS OF SURVEYING THE QUALITY OF THE SERVICES AND THE WAY OF POSTAL EXPRESS SERVICE 15 3.2 Create a survey about the quality of VNP postal courier service 15 3.3 Results of the survey on service quality and distance of Vietnam Post post office courier services 17 3.3.1 Analysis of sample characteristics 17 3.3.2 Assurance 20 3.3.3 Empathy 21 iv 3.3.4 Reliability 22 3.3.5 Responsiveness 23 3.3.6 Tangible 24 3.4 Cronbach’s Alpha Reliability 25 CHAPTER 4: ANALYZE, EVALUATING QUALITY OF MAIL POSTING SERVICES FROM SURVEY RESULTS 28 4.1 Target customer 28 4.2 Valuation and analysis of service quality at VNP post courier 28 4.2.1 Reliability 28 4.2.2 Responsiveness 29 4.2.3 Assurance 30 4.2.4 Empathy 31 4.2.5 Tangibles 32 4.3 Response by using the Vietnam Post’ postal service 33 4.3.1 The return of the customer 33 4.3.2 Customers’ feedbacks 34 CHAPTER 5: ANALYSIS PROBLEM AND SOLUTION ABOUT GAP OF SERVICE QUALITY 37 5.1 Analysis problem and solution Gap 37 5.2 Analysis problem and solution Gap 37 5.3 Analysis problem and solution Gap 38 5.4 Analysis problem and solution Gap 38 5.5 Analysis problem and solution Gap 39 5.6 Analysis problem and solution Gap 40 CHAPTER 6: SOLUTIONS AND STRATEGIES TO DEVELOP SERVICE QUALITY FOR VNP SERVICE 41 6.1 Problems and solutions of problems based on 7P strategy 41 6.1.1 Problem and Solution for product 41 6.1.2 Problem and Solution for Price 43 6.1.3 Problem and Solution for Promotion & Education 43 6.1.4 Problem and Solution for Place 44 6.1.5 Problem and Solution for People 45 v 6.1.6 Problem and Solution for Process 46 6.1.7 Problem and Solution for Physical Environment 47 6.2 Solutions to increase customer loyalty 47 6.2.1 Building the foundation for loyalty 47 6.2.2 Loyalty development strategy 48 6.3 Prize in Integrated Services Communications Marketing (IMC) Strategy 49 CHAPTER 7: RESOLUTION OF CRISIS IN COVID 19 51 7.1 Opportunities and challenges of VNP in Covid 19 51 7.2 Problem and solutions for the quality of VNP services in Covid translation 19 51 7.2.1 Reliability 51 7.2.2 Responsiveness 52 7.2.3 Assurance 53 7.2.4 Empathy 54 7.2.5 Tangibles 55 CONCLUSION 57 REFERENCES 58 vi INTRODUCTION  Purpose of the study The main purpose of this study is to improve the quality of the postal service at the Vietnam Post Things change rapidly in this day, so the postal service As a service business, one has to make sure that its services remain useful constantly with time and its price has to be affordable for all users The customers’ satisfaction has to be taken into account to reduce the loss of effort, money, and time while trying to improve the quality of service at the Vietnam Post Another purpose of this study is to provide a systematic analysis of the current Quality of Service (QoS) regulations at the Vietnam Post and its actual performance in order to derive recommendations for QoS regulation and practices By implementing recommendations derived from the information identified in the analysis, the Vietnam Post would have a better performance in terms of business, have a better chance to balance between customers’ needs and the company interests  Outline of the study To achieve all the purposes above, the group authors had to break it down into smaller objectives to accomplish Those objectives are:  Capturing all the basic knowledge about postal service, the five SERVQUAL dimensions, and the GAP model of service quality (Chapter 1)  Understanding the service business model of the Vietnam Post (Chapter 2)  Surveying the postal customers’ perception of the current QoS regulation (Chapter 3)  Suggesting the path which needed to be taken to improve the business performance and Conclusion (Chapter 4,5 and 6)  Scope of the study In this study, there are three main pieces of information that needed to be gathered and they are Literature review, Vietnam Post’ overview, Customers’ perspective about the Vietnam Post The literature review consists of many basic theories about postal service in particular and the service industry in general such as service definition, postal service definition; the quality of service dimensions, and the gap model of service quality vii VNP overview would give a big picture of the history of the Vietnam Post, services they provided, their market targets In other words, the Vietnam Post services’ quality would be assessed in this section Customers’ perspective about the Vietnam Post is going to show the GAP between how Vietnam Post evaluated themself and feedback from their customers This process requires developing and distributing questionnaires survey to Vietnam Post’ customers to gather enough information to understand the customers’ perspective The methodology of the study This chapter aims to describe the methodology of information gathering used in the study The above chapter about the structure and the scope of the study has already given some idea on the information needed The main instruments used to gather the information were:  Desk research: existing postal service studies (QoS of Universal Postal Service - EU and the impact of quality service in postal service - Malaysia), the Vietnam Post website’ public information and other online sites, articles related to postal services and quality of service dimension  Development and distribution of target group questionnaires for postal users in Ho Chi Minh city The number of distributed questionnaires and return: 250 and 210 The return rate was not 100%, one reason was surely the length of the questionnaire or the questionnaire’ receivers didn’t interested in the subject or simply didn’t use the services The questionnaire result would be used as the Statistical Package of Social Sciences (SPSS) materials to identify the underlying relationships between measured variables and QoS in the Vietnam Post CHAPTER 1: THEORETICAL BASIS 1.1 Definition and characteristics of Service Definition: Services are economic activities offered by one party to another and most commonly employing time-based performances to bring about desired results The American Marketing Association defines services as - “Activities, benefits, and satisfactions which are offered for sale or are provided in connection with the sale of goods.” Characteristics of the service are: Intangibility: Services are intangible and not have a physical existence Hence services cannot be touched, held, tasted, or smelt This is the most defining feature of service and that which primarily differentiates it from a product Also, it poses a unique challenge to those engaged in marketing a service as they need to attach tangible attributes to an otherwise intangible offering Heterogeneity/Variability: Given the very nature of services, each service offering is unique and cannot be exactly repeated even by the same service provider While products can be mass-produced and be homogenous the same is not true of services Perishability: Services cannot be stored, saved, returned, or resold once they have been used Once rendered to a customer the service is completely consumed and cannot be delivered to another customer Inseparability/Simultaneity of production and consumption: This refers to the fact that services are generated and consumed within the same time frame Eg, a haircut is delivered to and consumed by a customer simultaneously unlike, say, a takeaway burger which the customer may consume even after a few hours of purchase Moreover, it is challenging to separate a service from the service provider Types of Services Core Services: A service that is the primary purpose of the transaction Supplementary Services: Services that are rendered as a corollary to the sale of a tangible product 48 services with many promotion options for them (e.g: helping them transferring goods without deposit fees) to build long-term relationships Improving the quality of service: Doing any type of works as quickly as while maintaining the highest accuracy to ensure the customer's attachment to the Vietnam Post Making sure to always research the customers’ needs, keep updating what they want from the postal service to keep up with them, and be the first business to provide what they want 6.2.2 Loyalty development strategy Before getting to any business contract, staff must invite the customer to sit comfortably and then ask for what they need from the service, show them all the possibilities and help them to choose the most suited one By doing this, the Vietnam Post can easily develop a relationship with its customer while helping them to choose the service to fit them the most, and that is a win-win situation 6.2.2.2 Bonuses contract Offering a service discount when customers register as a group After spending a great amount of money on the Vietnam Post services, the customer would become a loyal customer (status) automatically A loyal customer would benefit the most from the Vietnam Post, some of them are priority counter, special discount program, 6.2.2.3 Reducing customers’ turn off rate strategy Setting and meet customers' expectations There is nothing worse for a customer when you not meet their wishes Therefore, to retain customers, you need to understand their expectations and find a way to fulfill it Focusing on the first impression The first impression decides whether they will stay to watch or leave Therefore, the Vietnam Post needs to focus on developing visually appealing by which customers find beauty and friendly By creating an exciting experience from the start, it can help the customers to understand the value of their product/service, and maintain an impression that is strong enough to retain so they will stay longer and the may make a buying decision Keep improving value If you offer products that not have much value or not meet the needs of your customers, there is no reason for them to stay with you Therefore, make sure that your product or service is valuable and you must always 49 keep adding more value to it Adding value doesn't necessarily mean adding new products or services, but you can also improve your existing products/ services to make them more relevant and more satisfying to your customers Focus on adding value and benefits to customers Adding a benefit beyond your product or service to get the customer to start depends on it, needs it more than just letting the product / service you offer 6.3 Prize in Integrated Services Communications Marketing (IMC) Strategy The brand identity of VNP to customers is still not high VNP has not yet focused on investing in building an effective approach to consumers with integrated marketing communication strategy Word of mouth marketing: through staff on duty of communications Training for employees about knowledge of interesting promotions so that customers can talk about the great service of VNP The staff at VNPost always emphasizes to customers that EMS Vietnam won the Silver Prize of Service Quality and Customer Care Award 2019 awarded by EMS Association, World Post Union (UPU) This helps customers feel satisfied when using the service at VNPost will recommend to relatives and friends (According to Nielsen, 92% of people trust recommendations from friends and family over any other type of advertising Even academic research into WOMM has proven its effectiveness in conversion) According to Justino, 93% of consumers consider visual appearance to be the key deciding factor in a purchasing decision Therefore, VNPost needs to remind its staff to always be fresh and groomed in appearance when working with customers Communications and advertising services: Communications and advertising via printed papers, outdoor/indoor communications, and advertising systems (advertising boards, plates, posts, TVC ) at post offices, postal transaction points Content supplying services: information about Database, enterprise addresses, business households, products, services, information about entertainment, tourism, and socio-economic in each region 50 Direct mail, a postal advertising service, is very popular around the world But in Vietnam, postal companies are still unfamiliar with direct mail, and customers are not fully aware of the effectiveness of this advertising solution Vietnam Post Corporation (Vietnam Post), together with JSC Media Advertising Media (Smart Media) joint venture with French Post (La Poste), established Media Post However, after more than year in operation, Media Post still faces many difficulties when trading this service The customers of the direct mail service are quite diverse, which are companies operating in the field of supermarkets, retailers, businesses, large service providers and need customer care strategies, or banks, insurance companies, telecommunications, Direct mail service business, Media Post takes advantage of Vietnam Post's wide postal network, experienced and methodical delivery 51 CHAPTER 7: RESOLUTION OF CRISIS IN COVID 19 7.1 Opportunities and challenges of VNP in Covid 19 Opportunities: For the freight transport industry, the Covid 19 season will face many challenges but create some opportunities for the industry During social breaks, everyone is restricted from going out to avoid contact with the infected person, the freight industry has more opportunities to transform themselves to make themselves more prominent In addition, if VNP promotes the disease prevention movement, transporting clean and safe goods will be an easy opportunity for customers of competitors Challenges: Transport activities decreased due to obstructed customs clearance, warehousing and freight services Since the border gates were frequently overloaded, now due to epidemic outbreaks, traffic is generated, the import and export at the border gates become more complicated and time-consuming Since then, leading to perishable goods with reduced quality, drivers not want to be in trouble and delay, so often refuse to transport, affecting delivery progress Some other arising problems such as some customers having financial difficulties lead to the insolvency of goods owners and Vietnamese suppliers leading to the late payment of goods to enterprises.logistics According to the VLA survey, airlines now cancel flights to China, South Korea, Hong Kong, SNG-HKG, minimize flights from the translation region, making delivery more difficult 7.2 Problem and solutions for the quality of VNP services in Covid translation 19 7.2.1 Reliability Due to the COVID-19 pandemic, the Vietnam transportation system had come to the state where things can not move easily Especially during the quarantine, Vietnam’s government banned many services from operating and one of them was transportation services, which directly affects the LMS service There is an old saying “It easier said than done” and yet that saying becomes real for the Vietnam Post since they no longer have the ability to keep up with their promises to the customers, especially time promises 52 As being said above, the government had banned most services and one of them was air transportation, this is the way where most of LMS goods were transferred One of their solutions was to cooperate with Vietnam Airline, they rent a whole plane called Charter (route Ha Noi - Ho Chi Minh) to transfer goods for their LMS service But it still has its limitations when it only able to transfer goods and parcels under kg, anything weighs more than kg had to use the railway to transfer So the Vietnam Post told their customers to use another way to transfer their goods rather than using the LMS service since it did not support parcels weigh more than 3kg And this is a very professional way of doing business since they admitted their limitations and have enough courage to tell their customers the truth rather than accepting customers’ demand and then disappointing them 7.2.2 Responsiveness Problem: Here's the issue "the VNPOST staff tell you when to perform the service." It is really hard to tell the exact response to respond quickly to customers know, since COVID-19 causes the transport resources to be stalled, it is difficult to calculate the time to notify customers "VNPOST staff quickly perform the service for you." Just as above because not knowing exactly how long the goods will be delivered to the recipient's hands, it will take some time to calculate and notify the customer, resulting in no quick execution The keyword of Responsiveness is the desire and willingness to serve the staff because of the COVID-19 which these two are affected The epidemic will make the staff feel more in the sense with their own customers they will feel frightened and certainly not in the best condition to work In some local branches that have an infected person, one of the employees is way Li, some are not, the psychology of the rest of those who have to always the work of others they will because of too much work, too busy that desire to help customers, ready to serve to be reduced Employees will suffer from factors such as the family impact on them, fear of infection of the family, children are not allowed to go to school, how to 53 work, From those impacts, they lose enthusiasm, at home hundreds of worries no longer focus on doing the right thing, complete the work of the service When the desire to be reduced leads to the willingness to serve the staff will be reduced Solution: VNPOST needs to raise safety issues first, equipped with the medical equipment needed for each branch as well as the necessary distance to ensure the safety of each employee, give them peace of mind to work as well as for customers to feel VNPOST is a safe place to send postal products The delivery staff also needs to ensure the safety of themselves as well as the customer VNPOST needs to listen internally, employee internal spirit, timely support staff with difficult circumstances due to disease, delete all their concerns VNPOST needs to arrange the reasonable personnel, the tasks not need to fold the following, focusing on the important tasks first VNPOST needs to be calculated relatively in terms of delivery time in advance so that employees can quickly notify customers that during the period of time it is possible to receive, always apologize and expect customers sympathetic if there is a transaction during the scheduled time 7.2.3 Assurance In the context of the unpredictable Covid-19 epidemic, Vietnam Post Corporation, as the leading State enterprise in the field of the post, is still trying to overcome the common difficult period of all over the world to carry out production and business activities and deliver the best quality services, especially is assurance indicates the attitudes of the employees and their behavior, and the staff’s ability to provide friendly, confidential, courteous, and competent services in epidemic season Specifically, VN Post has informed all its customers in writing and email when coming to use the service to measure body temperature and wear a mask Each VNPost counter has a mask when customers forget to wear it Each post focuses on following basic safety and hygiene procedures, including washing your hands, 54 sneezing and coughing into your elbows, and performing social isolation Thus, customers always feel secure when using VNPost's delivery service 7.2.4 Empathy Problem: Empathy for customers as stated is the understanding, attention to the special needs of customers, and creating a personalization for customers so that customers feel they are concerned and respected In this Covid 19 epidemic, customers using the Viet Nam Post service have generated many other special needs For example, because of an epidemic, customers will be nervous and cautious in all activities when leaving the house When in contact with staff as well as surrounding objects In addition, the Covid epidemic also makes many people in difficult circumstances pay the costs It is also unavoidable to call customers afraid of Viet Nam Post businesses remaining in this season and they also wonder whether sending goods to the Viet Nam Post is really safe this epidemic Besides understanding employees well helps employees feel comfortable and empathetic understanding customers In this season, the employees are working quite stressed because the number of employees is no longer working as before, so the workload is also more crowded, if solving this problem, it will help employees Having comfortable psychology and dealing well with customers During the epidemic period, it is no longer possible to talk about your product anymore Viet Nam Post needs to understand customers by using more flexible advertising Solution: In order to solve the above problems, which express the sympathy of Viet Nam Post with customers, enterprises must the following First, for customers who will have anxiety and prudence in all activities when leaving the house we can propose a plan to protect customers by notifying customers about the transportation that customers Just at home, Viet Nam Post staff will come to deal with customers at home to limit customers from leaving the house during the epidemic season However, for those issues that cannot be done at home but need to come to the office, Viet Nam Post needs to understand customers very carefully about hygiene issues, Viet Nam 55 Post should be equipped with protective equipment for employees and customers such as medical masks, hand sanitizers and temperature measurements or medical declarations when coming to such a transaction, which both protect Viet Post employees and help customers more easily trust Secondly, with regard to the epidemic problem, which caused many people to be cut affordability, taking advantage of this opportunity, Viet Nam Post should take advantage of being a strong business to offer promotions and discounts costs attract customers during the season but it must be subtle for customers to see that Vietnam Post understands themselves Thirdly, the problem is that if the employees are under pressure, they will lose the ability to understand customer needs, in this case, Viet Nam Post needs to have reasonable strategies, not to stress employees but need to rotate Shift work reasonably put out policies to protect employees so that they feel more secure and motivate employees Fourthly, customers are afraid that VNP enterprises will still survive this season and they also wonder if sending goods to the Viet Nam Post is really safe this season or not, for this matter, Vietnam The more you have to keep in regular contact with customers, update information about the business indirectly during the epidemic season, you can choose related content that may be: Tip to prevent diseases, avoid boredom when isolated Social Update the market or make funny updates about the company Notify customers of changes of the company, for example, shifting to work online, working shifts, shipping times may be delayed during the epidemic Finally, Viet Nam Post needs to understand customers through sophisticated advertising programs, be more flexible by sharing a common interest, before promoting yourself, perhaps communicating on issues such as customers staying at home during the season Covid, deliver the goods to Viet Nam Post 7.2.5 Tangibles People not want to leave their home especially during quarantine, it is not because they are physically disabled but it just feels safe staying at home So how can one assess the Vietnam Post tangible element when the service is intangible itself and they not want to risk their health going to the post office? The answer is its website 56 The Vietnam Post had developed a website: ansinhxahoi.vnpost.vn to help people receive their retirement pension, the COVID-19 social protection money from the government It also an online site for you to buy cooking oil, hand wash gel, detergent, and the Vietnam Post would deliver it for free This action did not only prove that the Vietnam Post had a very good technology resource (which is tangible to the customers) but it also shows that it cared for its people and country 57 CONCLUSION The service industry has become super competitive, especially postal services when a large number of companies have arisen due to big demand from the market since the rise of e-commerce The Vietnam Post is a big guy in the industry and the oldest competitor to be exact But being the oldest does not turn the Vietnam Post into the best postal service out there, to have the ability to compete with young competitors, they must keep increasing the quality of services (core) and providing a great experience for their customers at the same time, through upgrading its infrastructure and training its staffs to the point where every employee could perform at their peak all the time to satisfy the hardest customers To be able to have the best service quality, one must know their customers’ expectations, what they want from the service? By knowing that, the company can easily script an action plan to make the gap between the actual performance of the company and the expectations of the customers as close as possible And just like any other business, the postal services must always change for the market’ demand, keeping up with the customers’ needs, providing customers’ satisfaction continuously and stably so the Vietnam Post could become a great company 58 REFERENCES English: Best Qualities of a Courier Service - AsepOnde.com (2020) Retrieved 14 April 2020, from ASI Quality Systems (1992), Quality function deployment – Practitioner workshop, American Supplier Institute Inc., USA Curry, A (1999), "Innovation in public service management", Managing Service Quality, Vol.9, No.3, pp 180-190 Essays, UK (November 2018) Definition of Service Quality Retrieved from https://www.ukessays.com/essays/marketing/definition-of-service-qualitymarketing-essay.php?vref=1 Luk, Sh.T.K and Layton, R (2002), "Perception Gaps in customer expectations: Managers versus service providers and customers", The Service Industries Journal, Vol.22, No.2, April, pp 109-128 Nguyen Tran Cam Linh (2019), Slide Service Marketing Parasuraman, A., Zeithaml, V.A and Berry, L.L (1985), "A conceptual model of service quality and its implication", Journal of Marketing, Vol 49, Fall, pp 41-50 Salmi Mohd Isa and Shaian Kiumars (2019), “The impact of service quality in postal services: the mediating role of self-service technology” Vietnam: Hoàng Trọng Chu Mộng Ngọc (2005), Phân tích liệu nghiên cứu với SPSS, NXB Thống kê PGS.TS Lê Văn Huy (2007), Hướng dẫn sử dụng SPSS ứng dụng nghiên cứu Marketing, Chương trình giảng dạy Đại học kinh tế Đà Nẵng Link Website tham khảo: http://www.vnpost.vn/ http://guicaniemtin.vn/ 59 APPENDIX 1: SURVEY ABOUT THE QUALITY OF VNP POSTAL COURIER SERVICE Please select your age ◻ Below 15 ◻ 15-22 ◻ 22-29 ◻ 30-45 ◻ Over 45 Please select your sex ◻ Male ◻ Female ◻ Other Please select the frequency of using fast delivery ◻ Once a week ◻ More one time a week ◻ Once a month ◻ More one time a month ◻ Sometimes ◻ Other The following is a scale of 5, calculated as: 1: Strongly disagree 3: Neutral / Confused 5: Strongly agree About the quality of VNP postal courier service: Assurance Customers able to trust employees Employees consistently are courteous with 60 customers Customers feel safe in their transactions with the 5 Provide convenient service charges Operating hours convenient to customers Employees provide prompt information to 5 VNP provides the services as promised When promises to something by a certain time, 5 Employees give prompt services to customers Employees always are willing to help customers Counter service is fast and efficient employees Employees have knowledge to answer customers’ queries Empathy customers Employees understand the specific needs of their customers queries Reliability they should it When a customer has a problem, they show sincere interest in solving the problem Responsive 61 Employees are never too busy to respond to 5 VNP has the parking area VNP has modern-looking equipment VNP has modern-looking decoration Employees are well dressed and appear neat 5 Physical facilities are visually appealing customer request Employee tells customers exactly when services will be performed Tangibles In the future, will you use the VNP postal courier service again? ◻ Yes ◻ No 62 ... owner at Vietnam Post Corporation from Vietnam Posts and Telecommunications Group about the Ministry of Information and Communications Vietnam Post Corporation is renamed Vietnam Post Corporation... other words, the Vietnam Post services’ quality would be assessed in this section Customers’ perspective about the Vietnam Post is going to show the GAP between how Vietnam Post evaluated themself... Corporations of Vietnam Post Office (Vietnam Post) is located at 05 Pham Hung Street, My Dinh town, Southern Tu Liem district, Ha Noi city, Vietnam 9 There are 05 international post offices to handle