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Improving the service quality of donor care with monthly donors a study of the non profit organization in ho chi minh city, vietnam

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UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business NGUYEN VO TRUC GIANG IMPROVING THE SERVICE QUALITY OF DONOR CARE WITH MONTHLY DONORS A STUDY OF THE NON-PROFIT ORGANIZATION IN HO CHI MINH CITY, VIETNAM MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City – Year 2021 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business NGUYEN VO TRUC GIANG IMPROVING THE SERVICE QUALITY OF DONOR CARE WITH MONTHLY DONORS A STUDY OF THE NON-PROFIT ORGANIZATION IN HO CHI MINH CITY, VIETNAM MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: NGUYEN THI MAI TRANG Ho Chi Minh City – Year 2021 TABLE OF CONTENTS LIST OF FIGURES LIST OF TABLES ABBREVIATION ACKNOWLEDGEMENT EXECUTIVE SUMMARY I PROBLEM IDENTIFICATION 10 Problem context 10 1.1 ABC Vietnam Organization overview (referred to as ABC Vietnam) 10 1.2 Communications and Fund Development department 10 a Digital Marketing and Communications team 11 b.Corporate Partnership team 11 c Face to Face fundraising team: 11 d.Tele-fundraising team 11 e Donor care team 12 1.3 Problem overview: 12 Symptoms 14 Potential Problems Identification 17 3.1 Problem definition 17 3.2 Potential problems 18 3.2.1 Potential problem 1: Lack of income 18 3.2.2 Potential problem 2: The Poor Service Quality of Donor Care 20 Main problem validation 24 Potential causes 25 5.1 Potential cause 1: Lack of understanding of monthly donor insights 25 5.2 Potential cause 2: Lack of Communications 26 5.3 Potential cause 3: Manual Database Management 27 Main cause validation 29 II ALTERNATIVE SOLUTIONS 30 Donor Database management system component: 31 Donor database management system purpose 32 Alternative Solutions 32 3.1 Alternative solution 1: Cloud database management system 33 3.2 Alternative solution 2: Hard drive database management system 34 Solution selection 34 Action Plan in Organization 37 III SUPPORTING INFORMATION 38 Methodology 38 Interview guide 38 REFERENCES 40 APPENDIX A: Transcript of in-depth interview (Phase 1) 43 APPENDIX B: Transcript of in-depth interview (Phase 2) 53 APPENDIX C: Transcript of in-depth interview (Phase 3) 57 APPENDIX D: Welcome and thank you email template 58 APPENDIX E: Questionnaires for choosing alternative solutions at ABC Vietnam 59 LIST OF FIGURES Figure 1: ABC Vietnam Organization Structure Figure 2: The structure of Communications and Fund Development department Figure 3: DD Cancellations Feb-Apr 2019 & 2020, the report of Woods Valldata about the impact of Covid-19 on individual giving Figure 4: DD Cancellations Rate Jan – Sept 2018, 2019 & 2020, the update report's May 2020 of Rapidata Figure 5: The percentage of the Donor Retention Figure 6: The percentage of the attrition rate of the monthly donors Figure 7: The donor journey Figure 8: The preliminary cause and effect map for problem solving at ABC Vietnam Figure 9: The secondary cause-effect smap for problem solving at ABC Vietnam LIST OF TABLES Table 1: Number of new monthly donors and number of monthly donors cancelled from 2018-2020 Table 2: Number of cancelled monthly donors who gave announcement and reason in 2020 and Q1/2021 Table 3: Number of donors and number of Donor Care Staff from 2018 – 2020 comparison Table 4: A Donor Management System’s general requirements of ABC Vietnam Table 5: Different alternative solution based on online – offline DDMS choice Table 6: The advantage and disadvantage of AS #1 versus AS #2 Table 7: Quantitative result for problem solving of ABC Vietnam Table 8: Action plan for Alternative Solution #1 in the last six months of the year 2021 Table 9: Qualitative Phase – Initial Understanding, Symptom and Problem Deep Dive Table 10: Qualitative Phase – Causes Deep Dive Table 11: Qualitative Phase – Solution Development ABBREVIATION AS Alternative Solution CEO Chief Executive Officer CFD Communications and Fund Development CRM Customer Relationship Management DD Direct Debit DDMS Donor Database Management System GB Gigabyte HR & OD Human Resource and Organizational Development ICT Information Communication Technology IPS Internet Service Provider KPI Key Performance Indicator Q1 Quarter SME Small-Medium Enterprise ACKNOWLEDGEMENT First, I express heartfelt gratitude to Associate Professor Mai Trang for her immense support to carry out this thesis; my attempt at any level cannot be satisfactorily completing without the support and guidance of my Supervisor Secondly, I am much thankful to Mr Thien, Mr Hung and Ms Thu for providing me a good condition to accomplish the thesis Thirdly, I am truly grateful that ISB has granted me an amazing opportunity to apply all of the knowledge that I have acquired at school to solve a real-world problem This experience, by no doubt, has established a solid foundation for me in my career journey ahead Finally, I am greatly thankful to my beloved family and friends, especially my great half for the relentless support that they had given me to reach our goals Thanks to them, I was motivated not to give up on difficulties and completed this thesis with the highest quality Yours truly, Nguyen Vo Truc Giang EXECUTIVE SUMMARY ABC Vietnam is a non-profit and non-government organization belonging to an international organization that aims to support children and young people to grow up in a safe family environment, get a good education, and be able to self-reliance employability by mobilizing the caring power of the communities in Vietnam and around the world to accomplish the mission of ABC Vietnam ABC International set a goal for ABC Vietnam to raise a local fund of five million euros in 2025 and this goal is assigning to the CFD department of ABC Vietnam However, there is a negative symptom that a high attrition rate of the monthly donors that affected to the goal of the CFD department In addition, different literature reviews are used and in-depth interviews with managers and employees in the CFD department are conducting so that the current situation and problems fully comprehends at the department Thus, the findings show that the poor service quality of donor care of ABC Vietnam and lack of income due to the Effect of the Covid-19 pandemic were the potential problems of the symptom of ABC Vietnam However, the Effect of the Covid-19 pandemic is out of the scope of this project because it depends on the Covid-19 situation and no one knows when it is gone so this thesis just focuses on the main problem that is the poor service quality of donor care to solve After the main problem, which is the poor service quality of donor care, ABC Vietnam has been determined; the main causes are also discovering based on the combination of literature reviews and in-depth interviews Then, proposed alternative solutions related to its problem are developing to solve the main problem At the end, Alternative Solution #1 was selecting to develop a detailed implementation plan I PROBLEM IDENTIFICATION Problem context 1.1 ABC Vietnam Organization overview (referred to as ABC Vietnam) ABC Vietnam (ABC is disguised the organization name) is a non-profit and non-government organization belonging to an international organization that has been established for 25 years ABC Vietnam aims to support children and young people to grow up in a safe family environment, get a good education, and be able to self-reliance employability ABC Vietnam bases in Ho Chi Minh City, which has departments such as Finance and Controlling, Human Resource and Organizational Development, Program Development, Information Communication Technology, Construction, Administration, and Communications and Fund Development Vision: Aim to create a better future for disadvantaged children and young people Mission: Build a safe environment for children and young people in need, help them shape their own futures, and be self-reliant in the future The core value: commitment, trust, transparency and accountability Chief Executive Officer CEO Assistant Finance and Controlling HR & OD Program Development ICT Construction Administration Communications and Fund Development Figure 1: ABC Vietnam Organization Structure (Source: ABC Vietnam Internal Structure) 1.2 Communications and Fund Development department The main responsibility of the CFD department is to build awareness about ABC Vietnam to the audiences and raise local funds as per the agreed targets from individuals, organizations and corporations to help ABC Vietnam to achieve five million Euros in 2025 10 Interview with Ms Thu – Head of Donor Care team Location: ABC Vietnam meeting room Time: 16/01/2021 Interviewer: Giang Nguyen Interviewee: Ms Thu, Head of Donor Care team Giang Nguyen Ms Thu Giang Nguyen Ms Thu Giang Nguyen Ms Thu Giang Nguyen Ms Thu Giang Nguyen Ms Thu Giang Nguyen Ms Thu Good morning Ms Thu Thank you for your precious time for the interview with me today Yes, no worries I am glad to share the information with you The purpose of the interview today is for me to understand more about Donor Care team Yeah, I am excited to tell you about my team So, what is the responsibility of Donor Care team? Our main responsibility is to care donors of ABC Vietnam Wow, this is an interesting job, Ms Thu So can you please tell me more what the Donor Care team do? Yeah We interact and care donors via phone, email, and social media to provide and process information in response to inquiries, concerns and requests about ABC Vietnam services We also record all money collected from the donors and update the public donation list on the website Besides, monthly crosscheck with an accountant about the number of old and new donors and their donation amount Moreover, we suggest the ideas to improve Donor Care procedures and practices to maintain the donor as per target Wow, many things to with you and your team So how can you and your team handle them? Oh, I have staffs and me in Donor Care team now so we are overloading Thus, we try to the priorities in donor journey first such as sending the welcome and thank you emails for donors when we receive their money if we have information, then we send thank you gift and reminding via email if the donor don’t donate for next month We also send annual report in June and Lunar New Year card in December to donors every year However, we cannot send birthday card to the donors now because we not have the system to support us to get the reminder of the donor’s birthday Else, because of lack of staffs so we cannot follow all the steps of the donor journey as the organization has outlined I think we should improve it then we can reduce the attrition rate of monthly donors Oh, I understand So you think because of those reasons that you have shared are the reasons many monthly donors have stopped donating for ABC Vietnam Yes, I think so Many monthly donor asked to get the update about the beneficiaries quarterly or biannually instead of annually but we cannot it That made many monthly donors are not happy with us even though we know 45 Giang Nguyen Ms Thu Giang Nguyen Ms Thu if we could send the update, as they required, they would continue to donate Like last year, after sending annual report, there were more than 250/3000 monthly donors who have canceled now come back to donate and 70% current monthly donors and 45% current yearly donor continue to donate for ABC Vietnam Else, based on our observation, perhaps because of ego and ethics, many monthly donors stopped donating without announcement to us We think they are afraid to tell because it is not good or unethical to stop sponsoring for children in need Some may forget to continue to donate but we didn't call them to remind them Thus, I think we need to call them to speak to them and kindly ask for their reason to stop donating for ABC Vietnam I am sorry to hear that So, are there many more monthly donors stop donating by the effect of the Covid-19 pandemic? Yes, there are many That is why the attrition rate of monthly donors in 2020 was highest compared to 2019 and 2018 Thank you Ms Thu for your information Have a nice day No problem Giang You too, have a nice day 46 Interview with Mr Toan – Face-to-Face Fundraising Manager Location: ABC Vietnam meeting room Time: 17/01/2021 Interviewer: Giang Nguyen Interviewee: Mr Toan, Face-to-Face Fundraising Manager Giang Nguyen Mr Toan Giang Nguyen Mr Toan Giang Nguyen Mr Toan Giang Nguyen Mr Toan Good afternoon Mr Toan Thank you for your precious time for the interview with me today Yes, not mention it How can I help you? Yes, Thank you The purpose of the interview today is for me to understand more about your team and the main responsibility of your team Ok My team has 15 members including me Our main responsibility is to recruit new monthly donors Can you share the reasons why the monthly donors decided to donate for ABC Vietnam? Yes, we think that because ABC Vietnam has a good brand in Vietnam and our organization operates in Vietnam for 25 years so they trust in our organization Yes, thank you for sharing Mr Toan Yes, no problem Giang 47 Interview with Ms Tu – Tele-fundraising Team Leader Location: ABC Vietnam meeting room Time: 17/01/2021 Interviewer: Giang Nguyen Interviewee: Ms Tu, Tele-fundraising Team Leader Giang Nguyen Ms Tu Giang Nguyen Ms Tu Giang Nguyen Ms Tu Giang Nguyen Ms Tu Good afternoon Ms Tu Thank you for your precious time for the interview with me today Yes, it is fine with me Tell me what you want to know Yes, I would like to understand more about your team and the main responsibility of your team Ok My team has 10 team members and me as a Leader We are responsible on recruiting new monthly donors every month like Face-to-Face Fundraising team Yes, that is the reason why I have an interview with you today (smiling) Could you please share the reasons why the monthly donors decided to donate for ABC Vietnam? We usually shared the feedback from donors with Face-to-Face Fundraising team so we all agreed that the monthly donors donate for ABC Vietnam as we have a good brand in Vietnam and we operate in Vietnam for a long time, about 25 years so they trust in our organization Yes, thank you for sharing Ms Tu You are welcome Giang 48 Interview with Ms Hoa – The major monthly donor Location: Tele phone Time: 28/02/2021 Interviewer: Giang Nguyen Interviewee: Ms Hoa, the major monthly donor Giang Nguyen Ms Hoa Giang Nguyen Ms Hoa Giang Nguyen Ms Hoa Giang Nguyen Ms Hoa Giang Nguyen Ms Hoa Good morning Ms Hoa Thank you for your precious time for the interview with me today Good morning Giang I would like to know how long have you been donated to ABC Vietnam? I have donated to ABC Vietnam for 11 months Yes, you are very kind So if you not mind, may I know how long did you commit to donate for ABC Vietnam? Well, I had committed to donate for years for ABC Vietnam but I stopped earlier Yes, I hope you can share me the reason why you stopped donating for ABC Vietnam earlier Ms Hoa I not know why ABC sends me the email with the same content every month Although I not need to open the email, I know what email is about so I asked the Donor Care person not to send email to me anymore I also stopped donating after months because I am unhappy with the service of ABC Vietnam Yes, I see Thank you for your sharing Ms Hoa Have a nice day Thank you Giang You too, have a nice day 49 Interview with Mrs Khanh – The major monthly donor Location: Tele phone Time: 28/02/2021 Interviewer: Giang Nguyen Interviewee: Mrs Khanh, the major monthly donor Giang Nguyen Mrs Khanh Giang Nguyen Mrs Khanh Giang Nguyen Mrs Khanh Giang Nguyen Mrs Khanh Giang Nguyen Mrs Khanh Good morning Mrs Khanh I know that you are very busy so thank you very much for your precious time for the interview with me today Good morning Giang Do not mind of it Tell me what you want to speak to me Thank you for your kind Mrs Khanh First, I would like to know how long have you been donated to ABC Vietnam? I have donated to ABC Vietnam for 12 months Yes, you are very kind So if you not mind, may I know how long did you commit to donate for ABC Vietnam? Well, I had committed to donate for years for ABC Vietnam but I stopped earlier Yes, I hope it is ok for you to share me the reason why you stopped donating for ABC Vietnam earlier I was asking the donor care person to send me more information about beneficiaries but after months, I still didn’t get it so I stopped donating for ABC Vietnam because that made me doubt about the reliability of my donation’s the use in ABC Vietnam Yes, I understand Thank you for your sharing Mrs Khanh Have a nice day Thank you Giang You too, have a nice day 50 Interview with Mr Hung – The major monthly donor Location: Teams meeting Time: 28/02/2021 Interviewer: Giang Nguyen Interviewee: Mr Hung, the major monthly donor Giang Nguyen Mr Hung Giang Nguyen Mr Hung Giang Nguyen Mr Hung Giang Nguyen Mr Hung Giang Nguyen Mr Hung Good evening Mr Hung Thank you for your precious time for the interview with me today Good evening Giang I would like to know how long have you been donated to ABC Vietnam? I have donated to ABC Vietnam for 10 months Wow, that is amazing You are a great person when you support for children and young people in need So if you not mind, could you please shared that how much donation are you donating per month and which location are you supporting? Well, I donate 20 Euros per month and I am supporting for Hue location Yes, so being a monthly donor for ABC Vietnam for 10 months What you want ABC Vietnam to improve their donor care service quality or what you expect more from ABC Vietnam? I not care much about what I will get when I donate for ABC Vietnam but I care about how the beneficiaries change Thus, I want to get more information about the beneficiaries that I am supporting, it is no need for a report but an update Although I have asked twice, the Donor Care person did not give it to me I called her to request but she said she is sorry that she cannot send it to me due to lack of time and HR capacity However, I cannot empathize and accept that so I stopped donating Yes, I understand your point Thank you for sharing Mr Hung You are welcome Giang 51 Interview with Ms Thao – The major monthly donor Location: Teams meeting Time: 28/02/2021 Interviewer: Giang Nguyen Interviewee: Ms Thao, the major monthly donor Giang Nguyen Ms Thao Giang Nguyen Ms Thao Giang Nguyen Ms Thao Giang Nguyen Ms Thao Giang Nguyen Ms Thao Good morning Ms Thao Thank you for your precious time for the interview with me today Good morning Giang I would like to know how long have you been donated to ABC Vietnam? I have donated to ABC Vietnam for 01 year Wow, that is amazing You are so helpful when you support for children and young people in need So if you not mind, could you please shared that how much donation are you donating per month and which location are you supporting? Well, I donate 25 Euros per month and I am supporting for HCMC location Yes, so being monthly donors for ABC Vietnam for 01 year What you want ABC Vietnam to improve their donor care service quality or what you expect more from ABC Vietnam? I like to get birthday/Lunar New Year card made by children that I am supporting When I receive them, I feel happy then I will share it on ABC Vietnam Sponsor Group on Facebook but I have not gotten any birthday card from ABC Vietnam I am disappointed about that so I stopped donating after 01 year Yes, I see Thank you for sharing Ms Thao Have a nice evening Thank you Giang You too, have a nice evening 52 APPENDIX B: Transcript of in-depth interview (Phase 2) Interview with Ms Thu – Head of Donor Care team Location: ABC Vietnam meeting room Time: 01/04/2021 Interviewer: Giang Nguyen Interviewee: Ms Thu, Head of Donor Care team Giang Nguyen Ms Thu Giang Nguyen Ms Thu Giang Nguyen Ms Thu Hello Ms Thu It is nice to seeing you again today and thank you for your precious time today It is ok Giang How are you doing? Thank you Ms Thu I am so far so good How about you? Thank you Me too All well here (smiling) Yes, it is good to hear that Today, I would like to understand how you are caring each kind of donors of ABC Vietnam, so can you please share me more about that? Yes, as I shared in previous meeting that we had members in the team including me so we care all donors as the same donor journey Giang Nguyen Therefore, it meant that your team does not segment donors Ms Thu Yes, it is correct ABC Vietnam does not segment monthly donors by age, donation amount, donation period or sexuality to care When we receive the donation, if we have the donor’s email we will send a thank you email to them with the same template for every donor, we only change the donor name, donation amount, donation period and the beneficiary name Giang Nguyen Well, I see So why you not segment donors? Ms Thu Giang Nguyen Ms Thu Because we are lacking of human resource in the team and system to support us on Donor Care process as well while we have to care more than 15,000 donors We have to manage database and information of donors and beneficiaries by Excel and Word Yes Do you think that it will affect the donor satisfaction with care service quality of ABC Vietnam? Obviously, I think that is the reason why many monthly donors stopped donating for ABC Vietnam Giang Nguyen Have you told Mr Minh about this situation? Ms Thu Yes, of course I told him many times In the meeting last month, I have already proposed to Mr Minh that we need 1-2 staff in Donor Care team so that we can care for the donor especially the monthly donor better so that they might continue their support for ABC Vietnam 53 Giang Nguyen Ms Thu Yes, good to know Thank you for sharing Ms Thu I hope the issue will be improving soon for your team Thank you Giang, I hope so too 54 Interview with Mr Minh – CFD Director Location: ABC Vietnam meeting room Time: 05/04/2021 Interviewer: Giang Nguyen Interviewee: Mr Minh, CFD Director Giang Nguyen Mr Minh Giang Nguyen Mr Minh Giang Nguyen Mr Minh Giang Nguyen Mr Minh Giang Nguyen Mr Minh Giang Nguyen Mr Minh Giang Nguyen Mr Minh Good afternoon Mr Minh It is great to seeing you again today and thank you for your precious time with me for the interview today Yeah It is nice to seeing you again How is your thesis? Is it going good? Yes, thank you for your concern Mr Minh My Supervisor and the Board of Supervisors have approved my first draft thesis too That is why I am here today to get more information from you to continue my thesis Ah, ok Good to hear that What you want to know more about ABC Vietnam? Well, right now we know the main problem of ABC Vietnam leading to many monthly donors stopped donating that is the poor service quality or donor care So how you think of this problem? Yes, I think so That is the reason why many monthly donors dissatisfied with our care service and stopped donating Yes, I understand However, can you give me some example for the poor donor care service of ABC Vietnam? Ok, for example sometimes Donor Care team some time sent email to wrong donors because that donor has changed email address but Donor Care person forgot to update or input under another donor’s name Last month, we got the complaint from donors for that mistake Yes, so why does ABC Vietnam not use a system to manage database to support Donor Care team so that we can improve the service quality of donor care? Because the donors fund ABC Vietnam’s operation, so we have to spend most of the money to beneficiaries This is the reason why the organization doesn’t budget for a system to manage database recent years Ah, I see So to solve the main problem of ABC Vietnam, you plan to recruit more staff for Donor Care team? I have discussed the new recruitment for Donor Care team with Mr Thien but he said we are lack of financial capacity for recruit new staff; moreover recruiting more staff for Donor Care team is not a good solution to improve the poor service quality of donor care You can get more information when you have a meeting with him later today Yes, sure Thank you for your sharing Mr Minh Always welcome Giang 55 Interview with Mr Thien – CEO Location: ABC Vietnam meeting room Time: 05/04/2021 Interviewer: Giang Nguyen Interviewee: Mr Thien, CEO Giang Nguyen Mr Thien Giang Nguyen Mr Thien Giang Nguyen Mr Thien Mr Thien Giang Nguyen Mr Minh Good afternoon Mr Thien Thank you for your precious time with me for the interview today Yes, no problem Giang I know that you are busy so I will not take your time I heard that Mr Minh have discussed with you about recruiting more staff for Donor Care team to improve the donor care service quality How you think of this proposal? Yes, Mr Minh proposed that but I told him that this is a not good solution in the future for ABC Vietnam because the new donors are increasing day by day so ABC Vietnam also has to recruit more and more Donor care staff to care donors while they don’t have much budget for recruiting new staff Moreover, the organization has to pay for expanding the office space, buy new computers, chairs and tables and spend time and expenditure to train for the new staff However, it is not sure whether the new staff stay or not and how long they stay while the organization needs the staff working long term, because somehow it builds more trust for monthly donor about the organization So, Implement a DDMS does not only save cost for recruitment and other fees but also Donor Care team has more time to communicate to monthly donors to understand their insights then we may satisfy their requirements and could convince them to keep donating Yes, I see So which database you want to input into the system? I think basically it should be donor information No problem Giang Have a nice evening! You too Have a nice evening 56 APPENDIX C: Transcript of in-depth interview (Phase 3) 30 Interview with Mr Minh – CFD Director and Mr Thien – CEO Location: ABC Vietnam meeting room Time: 23/04/2021 Interviewer: Giang Nguyen Interviewee: Mr Minh, CFD Director and Mr Thien, CEO Giang Nguyen Mr Thien Mr Minh Giang Nguyen Mr Thien Giang Nguyen Mr Minh Mr Thien Giang Nguyen Mr Thien Mr Minh Good morning Mr Thien and Mr Minh Thank you for your precious time with me for the interview today Hi Giang, good morning! Good morning Giang! As in previous meeting with both of you, we were talking about database management system so what is the main objective of this system and what kind of information you want to input into it? The main objective of the system is to store and manage database of donors so the system should be a DDMS, we can input the information such as: - Donor information: the ability to track detailed contact information (full name, birthday, address, telephone number, email, etc.) - Donation and payment information of donor: The capacity to monitor individual campaign metrics, including donation sources and gift sizes, and any information regarding the specific donor - Donor type: The ability to segment information in a manner specific to your organization’s donor care strategy as well as fundraising campaign strategies Yes, I see So you think that is online system or offline system suitable for ABC Vietnam? I prefer online system because due to Covid-19 pandemic, we usually have to work from home so online system shall provide the access to us when we are not in the office Moreover, I heard that if our monthly donor database is less than 5GB now, it is possible for us to use the database management system free from the vendor Yes, it is great if we can have the DDMS free now, if DDMS helps to improve the donor care service quality, the organization will have more fund then we can budget for it in the future Yes, I understand Again, thank you for your time today Have a nice weekend ahead You too, nice weekend Giang Always welcome Giang Have a good weekend! 57 APPENDIX D: Welcome and thank you email template Dear Mr / Ms (name of donor), ABC Vietnam would like to sincerely thank you for transferring the donation amount to (name of the beneficiaries) in (name of location on (transferring date) The amount that we have received is: (donation amount in VND) support for (name of the beneficiaries) for (period of donation) from …… to …… Over the next 48 hours, your contribution will be recognizing on our website at: (link of website) All the funds to nurture orphans, abandoned and disadvantaged children that ABC Vietnam has are thanks to donations from donors, organizations and corporates Therefore, your support will help us to support more orphans, abandoned and disadvantaged children, to bring them new opportunities in life Once again, we sincerely thank you for your support to ABC Vietnam We hope that you will continue to support us in the long time We wish you and your family all the best! Sincerely thank! ABC Vietnam 58 APPENDIX E: Questionnaires for choosing alternative solutions at ABC Vietnam Q1: Do you need the DDMS provide basic database access when working from home due to Covid-19? Please mark “X” into the box for your choice Yes No Q2: What is your evaluation of the importance of mobility and accessibility on multiple devices of DDMS? The scale of from being “Extremely not important” to being “Extremely high important”? Q3: How you evaluate the importance of secure user login of DDMS? The scale of from being “Extremely not important” to being “Extremely high important”? Q4: How big monthly donor database of ABC Vietnam is now? Please mark “X” into the box for your choice 1-5GB >5-10GB >10-15GB >15-20GB Q5: Does ABC Vietnam have the potential cost for DDMS next year? Please mark “X” into the box for your choice Yes No 59 ... Care team and the literature (20), (21) showed that lack of financial capacities and lack of data management system are the causes that Donor Care team has to manage database manually That leads... main problem and its potential causes as in Figure below 28 Manual data management Lack of financial capacity Lack of database management system The Poor Service Quality of Donor Care Lack of. .. data obtained at the organization will be utilizing to analyze these causes There are many kinds of research and journal about factors affecting the service quality of the non- profit organization
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