International Journal of Foreign Trade and International Business
2021, Vol. 3, Issue 2, Part A
Customer service culture at Lotte retail stores chain in Vietnam
Nguyen Hoang Tien, Pham Thi Diem, Nguyen Minh Duc and To Thi Kim Hong
Vietnam is the country that is carrying out renovation, industrialization, modernization and integration with the world and regional economy. This deeply affects the lifestyle and consumption habits of city people, so the development of the supermarket system is inevitable. In addition, Vietnam has favorable conditions for the development of supermarkets. With an attractive market like Vietnam, some foreign investors have not stopped exploiting and looking for profits for themselves. Supermarket is one of their sights as it is considered as the largest retail market in Vietnam except for traditional markets. Lotte Mart is also one of the supermarket systems trusted by Vietnamese customers. Because Lotte always puts the quality of customer service on top. Promotion services, advertising, credit card payment services, supermarket door-to- door delivery services, etc. create a strong attraction to entice consumers to shop at the supermarket instead of shopping. in traditional retail channels, such as markets and other retail outlets. Most supermarkets are concentrated and thrived in big cities such as Ho Chi Minh City, Hanoi, Da Nang, etc. because the average income of people has been improved. Since then, it is very important to understand the needs and tastes of customers, as a service-based business, we must ask our customers for their feedback. This is a necessary job, because we can learn about the customer's impression of your company, and based on that to plan or adjust the development path in the future.