research article factors impacting customer satisfaction
TRANSCRIPT
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Himalayan Economics and
Business Management
Research Article
Factors Impacting Customer Satisfaction at BIDV Bank in
Vietnam
Nguyen Hoang Tien1, Dinh Ba Hung Anh
2, Nguyen Thanh Vu
3, Bui Xuan Bien
4, Vu Tuan Anh
5, Nguyen Van Dat
6
and Nguyen Thanh Hung7
1Ho Chi Minh City University of Food Industry, Vietnam
2Ho Chi Minh City University of Technology, Vietnam
3Nguyen Tat Thanh University, Vietnam
4Hanoi Finance and Banking University, Vietnam
5Da Lat University, Vietnam
6Tay Nguyen University, Vietnam
7Binh Duong University, Vietnam
INTRODUCTION To The Research Problem
In Vietnam today, there are many banks, each bank
creates its own card products to serve its customers,
leading to increasingly fierce competition among banks
in this type of service. paralysis. Therefore, in addition
to continuously applying technical and technological
achievements and improving the utility features for card
services, banks must also find ways to make customers
satisfied when using the card service. Determining the
factors affecting customer satisfaction and measuring
the influence of these factors on customer satisfaction
when using card services is a key point in business
activities. card services of banks. Currently, the level of
competition in banking activities is increasingly
fierce. Service quality and customer satisfaction are
very important concepts that banks need to understand
in order to constantly increase their competitiveness in
business to survive and develop. Banks that win the
attention and loyalty of customers will have sustainable
development. Service quality will bring customers
satisfaction to a certain level that we can
measure. Customers have a high level of satisfaction
with a product or service that the bank is providing
them, the bank has won the interest and loyalty from
customers. The customer-oriented business strategy is
being paid special attention by banks. Therefore, the
bank studying customer satisfaction for each product
and service is an important job that needs to be done
regularly to constantly improve the quality of each
product and service to bring satisfaction. highest for
customers when they use the bank's products and
services.
Rationale
Reliability, Empathy, Tangibles, Responsiveness,
Service Capability, Service Price. These six
components contribute positively to customer
satisfaction, are tested and meet the requirements for
the model's value, reliability, and fit with market data.
According to Parasuraman (1985, 1988) "Service
quality is defined by the difference between customers'
expectations of the service and their evaluation of the
service they receive". Parasuraman (1985) introduced a
*Corresponding Author
Nguyen Thanh Vu
Article History
Received: 10.08.2021 Accepted: 20.08.2021
Published: 31.08.2021
Citations: Nguyen Hoang Tien, Dinh Ba
Hung Anh, Nguyen Thanh Vu, Bui
Xuan Bien, Vu Tuan Anh, Nguyen
Van Dat & Nguyen Thanh
Hung(2021); Factors Impacting
Customer Satisfaction at BIDV
Bank in Vietnam. Hmlyan Jr Eco
Bus Mgn; 2(4) 89-97.
DOI: 10.47310/Hjebm.2021.v02i04.011
Abstract: Currently, with increasingly fierce competition for market share among banks,
improving customer satisfaction at banks is an issue that needs special attention. Therefore,
it is necessary to conduct analysis and assessment of customer satisfaction about the bank's
products and services and service culture to know how customers perceive themselves,
know the advantages and disadvantages of the bank. Need to be maintained and
inadequacies should be corrected. Not outside the general trend of banks today, BIDV is
also aware of the importance of improving customer satisfaction when using BIDV's
services to create a competitive advantage with other banks. Other customers, namely
individual customers, are an important component of the bank's main profit.
Keywords: satisfaction, banking, customers, competition.
Open Access
Nguyen Hoang Tien et al., Jr Eco Bus Mgn; Vol-2, Iss- 4 (July-Aug, 2021): 89-97
90
model of five gaps and five components of service
quality, called Servqual for short, Servqual is a
combination of two words "Service" and "Quality" and
is evaluated by many researchers as quite
comprehensive. (Svensson, 2002). After that, Servqual
continued to be perfected through focusing on the
concept of "Quality Perception" of consumers because
the customer's quality perception is the most objective
assessment of quality. of service
Service quality is the ability of the service to meet
the expectations of the customer using the service, or in
other words, all the additional activities and benefits
that the bank brings to the customer in order to repeat,
strengthen and expand long-term partnerships with
customers through creating customer satisfaction
Satisfaction is a function of expectations, perceived
together with the gap between perception and
expectation (Oliver, 1980; King, 2000). Service quality
is the factor that has the most impact on customer
satisfaction. customers (Cronin and Taylor, 1992;
Yavas et al, 1997; Ahmad and Kamal, 2002). If a
service provider provides customers with quality
products that satisfy their needs, that business has
initially made customers satisfied.
The study will take the SERVPERF scale as the
foundation for building a research model. Besides,
according to Fornel (1996) that the first factor
determining customer satisfaction is perceived quality,
the second factor is perceived price, so adding price to
the proposed model:
Reliability has a direct and positive influence on
customer satisfaction.
Empathy has a direct positive influence on
customer satisfaction
Tangible means have a direct influence on
customer satisfaction
Responsiveness has a direct influence on customer
satisfaction
Service capacity has a direct influence on customer
satisfaction.
Perceived price has a direct influence on customer
satisfaction
RESEARCH METHODS To carry out this research, this thesis focuses
on implementing the following methods:
Qualitative method Preliminary research was carried out by qualitative
method with group discussion and mock interview
techniques. The purpose of this study is to adjust and
supplement the e-banking service quality scale.
To carry out the qualitative research, the team
prepared a qualitative research panel to consult with
experts and a few provoking discussion questions for
the client that provided additional information that the
essay was missing. Location is at BIDV bank in Ho Chi
Minh City.
After consulting with experts and customers, the team
has drawn the following results:
Core Products and Services
A convenient and modern "deposit service"
observation variable helps customers easily transact
and manage their accounts.
The observation variable “ATM” is present in
many locations, saving customers' time in
searching.
The observation variable "banking service by
phone" is implemented on a seamless and uniform
multi-platform from mobile phones, websites,
watches and smart keyboards. Personalize and
customize the interface, make financial transactions,
payments and shopping easy.
The observed variable "lending" promptly meets all
financial needs.
Human factor providing service
The observed variable "providing banking
services" is correct and sufficient as what the staff
advised the customer before experiencing the
service.
The observed variable “customer care” always
helps and meets customer requirements, makes
customers feel safe and ensures customer
transactions.
Service Delivery System
Observable variable "Internet banking"
standardizes and simplifies the way of providing
services so that banking services can reach
customers in the shortest time without any
problems, improving technology capacity to
provide high quality service to customers.
Tangible Media
The observed variable "service environment" is
comfortable for customers when coming to the
transaction.
Turn the observation of "staff appearance" neat,
clean, enthusiastic, quick to support customers.
Social Responsibility
The observed variable "behaves fairly" with all
customers, regardless of occupation or class.
The observed variable "responsibility" shows the
publicity among bank employees such as leaving
on time, regularity, honesty.
Quantitative Methods Quantitative methods in the form of face-to-face and
telephone interviews were used to collect information
from customers using e-banking services of BIDV and
some commercial banks. other businesses in Ho Chi
Minh City.
Nguyen Hoang Tien et al., Jr Eco Bus Mgn; Vol-2, Iss- 4 (July-Aug, 2021): 89-97
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Reliability Factor Method Collected information will be processed by Scale
software after being evaluated by Cronbach alpha
reliability coefficient method and EFA exploratory
factor analysis, multiple regression analysis is used to
test the research model rescue.
RESEARCH RESULTS AND DISCUSSION:
Research Results Evaluation of reliability by Cronbach
Aggregate reliability of observed variables
Observed variables Scale average if
variable type
Scale variance if
variable type
Correlation
coefficient between
variable and sum
Cronbach's Alpha if this
variable type
Component Reliability: Cronbach's Alpha = 0.884 TC1 17.19 6,000 won .822 .837
TC2 17.28 5.951 .786 .844
TC3 17.27 6.157 .707 .863
TC4 17.21 5,978 .782 .845
TC5 17.51 6.745 .527 .903
Service environment component : Cronbach's Alpha = 0.796 MT1 11.74 3,674 .658 .720
MT2 11.40 4.289 .617 .745
MT3 11.46 4,573 .499 .795
MT4 11.67 3.403 .682 .709
Response component : Cronbach's Alpha = 0.740 DU1 11.72 3.230 .531 .683
DU2 11.56 3,380 .589 .650
DU3 11.79 3.389 .510 .694
DU4 11.82 3.539 .505 .696
Empathy component : Cronbach's Alpha = 0.779 DC1 10.08 5.738 .442 .801
DC2 10.10 5.030 .667 .679
DC3 10.26 4.842 .694 .663
DC4 9.87 6.056 .558 .741
Brand ingredients : Cronbach's Alpha = 0.862 TH1 6.24 2.725 .730 .813
TH2 6.35 2,690 .779 .767
TH3 6.21 2,790 .704 .836
Price component : Cronbach's Alpha = 0.870 GC1 7.46 2.930 .698 .866
GC2 7.71 2,596 .782 .790
GC3 7.88 2.325 .789 .787
Tangible media component: Cronbach's Alpha = 0.642 PT1 11.84 1.680 .386 .598
PT2 12.22 1,598 .412 .581
PT3 11.97 1.825 .477 .554
PT4 11.73 1,500 yen .441 .562
Components of customer satisfaction: Cronbach's alpha = 0678 HLKH1 11.85 1,704 .447 .621
HLKH2 12.24 1.528 .470 .605
HLKH3 12.03 1,724 .467 .612
HLKH4 11.79 1.408 .474 .609
Source: Analytical data from the author's team
With the results of the reliability assessment by
Cronbach's Alpha, all scales have Cronbach's Alpha
coefficient ≥ 0.6. The component with the lowest
Cronbach's alpha coefficient is 0.642 (scale into
tangible means), the highest is the reliable component
of 0.884. The other components all have Cronbach's
alpha coefficient in the range from 0.67 to 0.88 and the
correlation between the variable and the sum is greater
than 0.3. This result shows that all measured variables
meet the requirements.
Exploratory factor analysis EFA of independent and
dependent variable scales The Kaiser-Meyer-Olkin Measure of Sampling
Adequacy (KMO)=0.706 > 0.5 and 0.654 >0.5, and the
Bartlett statistic value is very small compared to
the significance level of 0.05, which proves the data
used for analysis factor (EFA) is perfectly appropriate.
The results of the factor analysis of the independent variables (Factor Rotation Matrix)
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Components
First 2 3 4 5 6 7
TC1 .895
TC4 .870
TC2 .868
TC3 .817
TC5 .672
MT4 .839
MT1 .818
MT2 .787
MT3 .692
DC2 .867
DC3 .850
DC4 .649
DC1 .622
TH1 .880
TH2 .872
TH3 .826
GC3 .908
GC2 .900
GC1 .856
DU2 .782
DU1 .729
DU3 .703
DU4 .677
PT3 .744
PT2 .743
PT4 .666
PT1 .621
The results of EFA exploratory factor analysis show
that the factor loading coefficients are all greater than
0.5, and there is no case that both factors are uploaded
at the same time with the loading coefficients close to
each other, so the factors can be guaranteed.
Convergent and discriminant values in EFA
analysis. Thus, the EFA analysis obtained 07
explanatory factors namely TC, MT, DC, TH, GC, DU
and PT with the scale components kept as originally
proposed, the extracted variance value reached 65.67 %.
Correlation Test The results of the correlation test show that the
model has a fairly close correlation between the
dependent variable of satisfaction and the independent
variables, but the correlation between the independent
variables is not significant at the 5 level. %. This is a
satisfactory condition for linear regression analysis.
Linear Regression Analysis Wald test for the statistical significance of the
independent variables, of the UN in n TC, MT, GC, DU,
DC, TH threads u -value P-value < a = 0.05 showed that
these variables mean statistics at 5% significance
level. The value of the adjusted regression coefficient
R2 = 76.46% indicates that the participation of the
above 6 independent variables explained 76.46% of the
variation of the variable on customer satisfaction when
using the service. Retail service of BIDV Nha Trang
branch. Also from Table 6, Fisher's test, the F
coefficient has P-value = 0.000 < 0.05, giving us the
conclusion that the model fits the market data.
Using the variables in the model, the formal
regression equation takes the form:
HLKH = 0.0616 + 0.1307
*TC+0.1404*MT+0.2184*GC+0. 3569*DU+
0.1392*DC + 0.0392*TH + ei From the results based on the value of the
normalized regression coefficient, the order of factors
affecting customer satisfaction in turn is: Response
(DU,0.5256); Price (GC,0.4287), Empathy
(DC,0.2609); Service environment (MT, 0.2263); The
profile (TC, 0.2003); and Trademarks (TH,
0.0786). The independent variables have the values of
the exaggerated variance coefficient (VIF) are all less
than 10, so the regression model does not have
multicollinearity.
Test of error according to normal distribution
(Jarque-Bera test) From the results of the histogram, it shows that P-
value (Jarque_Bera) = 0.1628 > 0.05, so we conclude to
accept the hypothesis Ho, that is, the residual (RESID)
responds according to the normal distribution.
Test of constant error variance (White tesT)
and Independent error test (non-autocorrelated
residuals- Breusch-Godfrey test) The results show that P-value (Obs*R
2 ) = 0.1707 >
0.05, so the conclusion accepts the hypothesis H o , that
is, the residual has unchanged variance. Similarly,
it shows that P-value (Obs*R 2 ) = 0.4106 > 0.05, so we
conclude that we accept the hypothesis H o , that is, the
residuals are independent. In summary, the regression
model tests are appropriate and scientific.
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Through the obtained research results, it shows that
the satisfaction of individual customers at BIDV Bank
is influenced by 6 components and their influence levels
are arranged in descending order as follows: response (β
= 0.526); Price (β = 0.429); Empathy (β =
0.261); Service environment (β = 0.226); Reliability (β
= 0.20), Brand (β = 0.079) compared with the initial
hypothesis, the tangible media variable was excluded
because it did not meet the condition of correlation with
customer satisfaction. personal goods.
4.2. Discussing the Results Firstly, the research results show
that responsiveness is the most influential factor, so
BIDV needs to pay special attention and take the
initiative to improve this factor. Specifically, to meet
the product requirements: The Bank always has a
variety of savings deposit products to serve customers,
which is the component of the meeting that is most
agreed by customers, so it is necessary to focus on
promoting the content. this content. In order to respond
to people, the Bank should consider improving the
professionalism of its employees by further quantifying
KPIs that apply specifically to employees in all service
departments. At the same time, it is necessary to apply
some measures to motivate employees, such as:
reasonable remuneration policies to motivate employees
to work. Only when they really love their work and are
loyal to the working unit, then the employees will work
hard, with enthusiastic, attentive service attitude,
wholeheartedly for customers.
Second, measurement scales of service
environment are related to professional service
capabilities of BIDV staff. Can be confirmed, a
professional services environment, the essential
foundation must come from professional people. That is,
the operational expertise and good sense of
responsibility, understanding of customer needs. To
achieve this, the executive branch should focus on
organizing staff training, especially skills of handling
sensitive situations in communicating with customers,
towards professionalism in every department from
operational parts directly to all other support. Building
cultural environment working professional, the
opportunity to share with every customer and service
oriented environment, cooperation, long-term success.
Third, building confidence for customers, the
internal BIDV cầ n identified here are the results from
the discipline, policies and organizational KPIs clearly
and thoroughly trained staff. Therefore, BIDV should
maintain honesty in all activities, fully, responsibly and
effectively perform all commitments to create trust for
customers. Therefore, in addition to a clear discipline
policy and process, besides, behavioral training courses
according to standards, handling and providing accurate
information need to be organized and monitored
regularly.
Fourth, BIDV needs to thoroughly inform each
teller that one of the factors affecting customer
satisfaction is empathy for customers and vice
versa. That is, it is necessary to listen to feedback from
customers, make them feel cared about, valued and
express the bank's interest will be a very effective
measure in improving satisfaction, thereby continuously
improving the quality of banking
services. Understanding the products that the bank is
selling is a necessary condition to empathize with
people who are using the bank's products and
services.
Fifth, the research results also show that reasonable
prices and costs will affect customer
satisfaction. Therefore, the diversification of retail
products and services, such as savings interest rates,
interest rates on demand accounts, and service fees are
money transfer fees and statement printing fees, card
issuance fee, online banking service fee, customers
always want preferential interest rates and low service
costs. Banks that find a suitable balance to meet this
factor can increase customer satisfaction.
Sixth, in terms of branding for retail services,
individual customers need to develop an appropriate
brand strategy for each type of individual retail product
and service based on the general brand strategy of
BIDV, and based on the overall strategic goal for all
retail products and services, thereby serving as the
foundation for building separate goals with KPIs, giving
clear communication messages for each product.
specific retail products. This will help assess the level
of satisfaction and awareness at each retail product
more clearly, create a feeling and affection for the
BIDV brand of individual customers, and help improve
the effectiveness of brand communication. brand in
accordance with the brand strategy of the head office.
CONCLUSIONS AND
RECOMMENDATIONS “Customer satisfaction is a customer's overall
attitude towards a service provider, or an emotional
response to the difference between what the customer
anticipated and what he received. for the fulfillment of
some need, goal or desire”. This is the foundation, a
necessary condition in any customer retention strategy
of the business as well as to build a loyal customer
system.
Initial construction includes 05 factors affecting
customer satisfaction about BIDV banking services
including: Reliability, service capacity, assurance,
sympathy...
The factor "Service capacity" has the strongest
influence on customer satisfaction, followed by the
factor "Reliability". This means that the more customers
Nguyen Hoang Tien et al., Jr Eco Bus Mgn; Vol-2, Iss- 4 (July-Aug, 2021): 89-97
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feel the reliability and service capacity of the service as
well as the bank staff bring them more.
Customer satisfaction is a vital factor and a goal that
banks are currently pursuing. Along with the
increasingly fierce competition in the business
environment, it becomes increasingly necessary to learn
about customer needs and factors affecting customer
satisfaction.
How to get more new customers to trust and choose
a bank is always a top question and an important task of
each bank. From there we can see how the influence of
the customer is.
In the service sector, especially banking, the role of
satisfying customer needs is even more important,
stemming from the nature of interaction between
customers and the bank as well as the positive effects
that banks have on them. goods obtained. More
specifically, if the bank gives high satisfaction,
customers will continue to use the service and always
support the bank's new products and services,
recommend the bank to other major partners to become
a loyal customer of the bank. Thereby contributing to
increase in sales, market share, profit and position of
the bank in the market.
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43. Tien, N. H. (2012). Competitivenes of Enterprises
in a Knowledge Based Economy. PTM Publisher,
Warsaw.
44. Tien, N. H. (2013). Competitiveness of Vietnam’s
Economy. Modeling Analysis. PTM Publisher,
Warsaw.
45. Tien, N. H., Thai, T. M., Hau, T. H., Vinh, P. T., &
Long, N. V. T. (2020). Solutions for Tuyen Quang
and Binh Phuoc Tourism Industry Sustainable
Development. Comparative Analysis. International
Journal of Research in Marketing Management
and Sales, 2(1), 101-107.
46. Tien, N. H., Hung, N. T., Vu, N. T., & Bien, B. X.
(2020). Risks of Vietnamese Enterprises in Trade
Relations with China. International Journal of
Research in Finance and Management, 3(1), 1-6.
47. Tien, N. H., & Anh, D. B. H. (2019). Trade
Freedom and Protectionism of Leading Economies
in Global Trade System, International Journal of
Commerce and Management Research, 5(3), 100-
103.
48. Tien, N. H. (2019). Develop Leadership
Competencies and Qualities in Socially
Responsible Businesses – Reality in Vietnam,
International Journal of Research in Management,
1(1), 1-4.
49. Tien, N. H., & Ngoc, N. M. (2019). Comparative
Analysis of Advantages and Disadvantages of the
Modes of Entrying the International Market,
International Journal of Advanced Reearch in
Engineering and Management, 5(7), 29-36.
50. Tien, N. H., & Ngoc, N. M. (2019). Related and
Non-related Diversification Strategy of Domestic
Business Groups in Vietnam, International Journal
of Advanced Reearch in Engineering and
Management, 5(7), 12-17.
51. Tien, N. H. (2017). Challenges and opportunities
for enterprises in the world of the 4th industrial
revolution, Proceedings of NATIONAL
SCIENTIFIC CONFERENCE on “Accounting,
Auditing and Vietnam Economy in the Face of 4.0
Industrial Revolution”, 441-445, November 2017,
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Quy Nhon University, Quy Nhon, Binh Dinh
province.
52. Tien, N. H., NTH Dung, TTT Trang, VT Hien, &
BTN Phuong (2021). Factor Affecting Tourists’
Return Intention. A Case of Binh Quoi Village in
Ho Chi Minh City. “JOURNAL OF ARCHEOLO-
GY OF EGYPT / EGYPTOLOGY”, 18 (9), 493-
507.
53. Ngoc, P. B., Tien, N. H., & TTT Trang (2021).
Current Path to Community Based Sustainable
Tourism Development of Khanh Hoa Province in
Vietnam. “JOURNAL OF ARCHEOLOGY OF
EGYPT / EGYPTOLOGY”, 18(9), 508-525.
54. Ngoc, N. M., & Tien, N. H. (2021). Branding
Strategy for Gamuda Land Real Estate Developer
in Ho Chi Minh City Vietnam. Celadon City
Project. “PSYCHOLOGY AND EDUCATION”,
58(5), 3308-3316.
55. Ngoc, N. M., Tien, N. H, & TH Thu. (2021). The
Impact of Financial Structure on Financial
Performance of Logistic Service Providers Listed
at Ho Chi Minh City Stock Exchange. “JOURNAL
OF ARCHEOLOGY OF EGYPT/EGYPT-
OLOGY”, 18(2), 688-719.
56. Ngoc, N. M., Tien, N. H., PB Chau, & TL Khuyen
(2021). The Impact of Financial Structure on Bu-
siness Performance of Real Estate Enterprises
Listed at Ho Chi Minh City Stock Exchange.
“JOURNAL OF ARCHEOLOGY OF
EGYPT/EGYPTOLOGY”, 18(8), 92-119.
57. Tien, N. H., NQ Giao, TTT Trang, & NP Mai
(2021). Sustainability Issues in the Development of
Higher Education Industry. “HONG KONG
JOURNAL OF SOCIAL SCIENCES”, Vol. 57, No.
Spring/ Summer, 79-90
58. Tien, N. H., DBH Anh, LDM Duc, TTT Trang, &
PB Ngoc (2021). Subjective Well-Being in
Tourism Research. “PSYCHOLOGY AND EDU-
CATION”, 58(5), 3317-3325.
59. Tien, N. H., NTH Dung, TTT Trang, & PB Ngoc
(2021). Assessing Customer Satisfaction for Can
Gio Tourist Destination in Ho Chi Minh City.
“JOURNAL OF ARCHEOLOGY OF
EGYPT/EGYPTOLOGY”, 18(14), 249-268.
60. Tien, N. H., DL Diem, TTT Trang, & PB Ngoc
(2021). Development of Tourism in South Central
Coastal Provinces of Vietnam. “JOURNAL OF
ARCHEOLOGY OF EGYPT/ EGYPTOLOGY”,
18(8), 1408-1427.
61. Tien, N. H., HTT Minh, NH Diep, LH Vu, DT Hai,
& TTH Thuan (2021). ASEAN and China in
Vietnam’s International Relations in the Region.
“JOURNAL OF ARCHEOLOGY OF EGYPT/
EGYPTOLOGY”, 18(8), 2661-2680.
62. Tien, N. H., HTT Minh, NH Diep, LH Vu, DT Hai,
& TTH Thuan (2021). China and USA in
Vietnam’s International Relations in the Region.
“JOURNAL OF ARCHEOLOGY OF EGYPT/
EGYPTOLOGY”, 18(8), 2681-2710.
63. Tien, N. H., DBH Anh, PB Ngoc, TTT Trang, &
HTT Minh (2021). Brand Building and
Development for the Group of Asian International
Education in Vietnam. “PSYCHOLOGY AND
EDUCATION”, 58(5), 3297-3307.
64. Tien, N. H. (2019). Develop Leadership
Competencies and Qualities in Socially
Responsible Businesses – Reality in Vietnam. “IN-
TERNATIONAL JOURNAL OF RESEARCH IN
MANAGEMENT”, Vol.1, No. 1, 01-04.
65. Tien, N. H. (2018). Solutions for Sustainable
Development of Binh Duong Tourism. Proceedings
of University Scientific Conference on: “Binh
Duong Tourism, Enhancing Competitiveness to-
wards Sustainable Development”, 55-67. Binh
Duong Department of Culture, Sport and Tourism.
December 2018.
66. Tien, N. H. (2018). Hanoi Culture of Cuisine as
Factor Attracting Tourists to Vietnam. Proceedings
of University Scientific Conference on: “Values of
Gastronomic Culture in Tourist Activities”, 101-
105. Faculty of Social Science and Humanities,
Department of Culture and Tourism. 21 May 2018,
Tien Giang University.
67. Tien, N. H. (2020). Sustainable Development of
Higher Education. A Case of Business Universities
in Vietnam. “JOURNAL OF HUNAN UNIVER-
SITY NATURAL SCIENCES”, Vol. 47, No 12.,
41-56.
68. Tien, N. H. (2019). Solutions for Tuyen Quang and
Binh Phuoc International Tourism Products and
Services Development. Comparative Analysis. “IN-
TERNATIONAL JOURNAL OF RESEARCH IN
MARKETING MANAGEMENT AND SALES”,
Vol. 2, No. 1, 131-137.
69. Tien, N. H. (2019). Trade Freedom and
Protectionism of Leading Economies in Global
Trade System. “INTERNATIONAL JOURNAL
OF COMMERCE AND MANAGEMENT RE-
SEARCH”, May 2019, Vol. 5, No. 3, 100-103.
70. Tien, N. H. (2019). Comparative Analysis of
Advantages and Disadvantages of the Modes of
Entrying the International Market. “INTER-
NATIONAL JOURNAL OF ADVANCED RESE-
ARCH IN ENGINEERING AND MA-
NAGEMENT”, Vol. 5, No. 7, 29-36.
71. Tien, N. H. (2019). Related and Non-related
Diversification Strategy of Domestic Business
Groups in Vietnam. “INTERNATIONAL JOUR-
NAL OF ADVANCED RESEARCH IN ENGI-
NEERING AND MANAGEMENT”, Vol. 5, No. 7,
12-17.
72. Tien, N. H. (2020). Social Entrepreneurship and
Corporate Sustainable Development. Evidence
from Vietnam. “COGENT BUSINESS AND
MANAGEMENT”, Taylor and Francis Publisher,
Vol 7, No 1, 1-17.
73. Tien, N. H. (2020). Staff Motivation Policy of
Foreign Companies in Vietnam. “INTER-
NATIONAL JOURNAL OF FINANCIAL
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MANAGEMENT AND ECONOMICS”, , Vol. 3,
No. 1, 1-4.
74. Tien, N. H. (2019). Working Environment and
Labor Efficiency of State Owned Enterprises and
Foreign Corporations in Vietnam. “INTER-
NATIONAL JOURNAL OF FINANCIAL
MANAGEMENT AND ECONOMICS”, Vol. 2,
No. 2, 64-67.
75. Tien, N. H. (2019). International Distribution
Policy – Comparative Case Study of Samsung and
Apple. “INTERNATIONAL JOURNAL OF
RESEARCH IN MARKETING MANAGEMENT
AND SALES”, Vol. 1, No. 2, 24-27.
76. Tien, N. H. (2021). Sustainability of Coastal
Tourism Development: Comparative Analysis of
Vietnam’s Northern and Souththern Provinces.
“JOURNAL OF SOUTHWEST JIAOTONG
UNIVERSITY”, Vol. 55, No. 6., 1-19.
77. Tien, N. H. (2020). Knowledge Management in the
Context of Industrial Revolution 4.0. “INTERNA-
TIONAL JOURNAL OF COMMERCE AND
ECONOMICS”, Vol. 2, No. 1, 39-44.