Overview of the research Problem

Sacombank has had many successes in the past time, but in order to satisfy the needs of customers, especially in the current changing economic situation, it is necessary to have reasonable and immediate methods in the customer relationship management of Sacombank. CRM helps businesses manage customers, capture customer needs, listen to customer opinions, easily manage, statistics and analyze competitive strength, compare business situation and development of past, present and predicted future. Helping businesses promote products and brands quickly, easily and cost-effectively. CRM provides managers with many effective support tools such as: helping to make statistics, analyze and evaluate the fastest business situation. Enterprises can easily detect potential difficulties and risks to promptly offer appropriate solutions. CRM also helps businesses assess the business situation and work efficiency of each employee.

The Urgency of the Research Problem

With the open economy and trade liberalization taking place all over the world, businesses realize that customer satisfaction is a decisive strategic weapon that gives businesses market share. and increased profits. Understanding the importance of customer satisfaction, successful businesses in the global economy realize that understanding customers and always satisfying customers has been and still is a key issue in their operations. action of businesses. With the epidemic situation, improving service quality is very important to find new customers and keep relationships with old customers. One of the systems that is widely applied to manage customers is the CRM system.

Banking is one of the most vibrant and competitive sectors in Vietnam today, a fertile ground not only from within but also from competitors such as banks. foreign countries with potential capital, rich experience and especially in applying science and technology in their business   activities.    Therefore,    commercial    banks are 

increasingly interested in customer relationship management system (CRM). Therefore, in order to build relationships and turn those customers into loyal customers, loyal customers are one of the top priorities for banks in general and Sacombank in particular.        

Objectives of the Study

The objective of the study is to understand the customer service culture at Sacombank. The way of collecting and processing information of customers at Sacombank before and after the application of CRM system.

Understand the business situation of Sacombank in recent years and from there orient to the future; At the same time, understand the issues of roles, functions, and steps to apply CRM in enterprises in general and at Sacombank in particular.

Find out the actual operation of the CRM system that Saigon Commercial Joint Stock Bank is applying, then give general assessments about the problems the bank has achieved as well as the remaining weaknesses, measures to improve the CRM customer management process and improve the quality of customer care services of the Bank.

For every business, customers are an important factor to their success, without customers, the business cannot exist. According to Amoako, customers are at the heart of all business success and therefore businesses need to focus on customers more than ever. According to Philip, customers are the ones who send us their wishes; Our task is to satisfy those desires in a way that benefits them and ourselves. Except for voluntary blood donors, a person who is selling a service or product for a living, politician, banker, secretary, messenger, bus driver, morgue attendant, agent Ticket agents, merchants, and all those who provide trade or services have customers. Cheales makes the point that “important elements of product quality, namely design, welding expertise, coating application, manufacturing technique and good attention, are no longer beneficial. competitive position”. According to him, the competitive advantage lies in the philosophy of making the customer a priority, because if the customer does not return, one has no reason to continue their activities. Therefore, customer service plays an important role to maintain and increase customers for the business.

Most of the perception about customer service is that it is polite and friendly when dealing with customers and only employees who are in direct contact with customers need to know about customer service. According to Scott, customer service is a set of activities designed to enhance customer satisfaction, i.e. the feeling that a product or service has met customer expectations. Services are behaviors, processes and ways of doing something to create value for customers to satisfy the needs and expectations of customers. Customer relationship care is a set of strategic activities aimed at making choices, establishing, maintaining and developing good and long-term relationships between businesses and customers on the basis of adapting processes to create benefits between customers and businesses. And in a general way, customer service is all that is necessary for a business to satisfy the needs and expectations of customers, i.e. serve the way they want to be served and do the things they do. necessary to keep existing customers.

"Without customers, no company would exist"- the famous economist Erwin Frand has shown the role of customers in all business activities. experience in order to retain customers. Ford and Etienne described how the influences from these components can influence service provider behavior, Alex defines customer service as an organizational behavior made up of three organizational elements: management (or owners), employees and customers.

Interaction between customers and employees is a decisive component of service quality. This is essentially the reality for services represented by a high degree of person-to-person interaction and no physical exchange of goods. Customers leave their interaction with the service feeling dissatisfied or upset. Losing a customer not only means losing a purchase, but it also means a business will lose a stream of purchases that customer makes throughout their life. On the other hand, it has created development opportunities for competitors when businesses provide competitors with a number of customers who are pressing and ready to receive products and services of the same type with much better quality. The friendliness of employees makes up the company's culture, which represents the way the business interacts with customers. Satisfaction level is the coefficient of difference between the perceived performance and the customer's expected value. Meeting service is the link between individual company employees and customers. Leaders should aim to create a business-friendly atmosphere at all levels of the organization, by communicating with employees in a warm, friendly tone that conveys the way managers I want employees to behave with customers. The role of a leader is expressed through motivating employees to reach their full potential. An environment where employees are cared for, understood, will encourage them to constantly strive to solve problems for customers. Consistency is shown through small actions such as: always on time, adhere to the given timelines, notify and consult customers when problems arise.

Research has shown that service quality is increasingly recognized as an important factor in the success of any business, and the banking industry in this case is not is the exception. Products and services are considered a very important factor in the bank's business strategy and a factor contributing to customer satisfaction.

According to Rose and Hudgins, banks are financial intermediaries that provide the widest range of financial services, especially credit, savings and payment services, and perform the widest range of financial functions of any business in the economy. The functions of a bank according to Reed and Gill, include payment mechanism, savings pooling, credit extension, facilities for foreign trade financing, fiduciary services, safekeeping of valuables and brokerage services. There are also investment products such as treasury bills as well as fixed deposits and fundraising.

For banks, the main product is the service. Retail purchase of government bonds is a stable income when customers receive dividends during the holding period, transfer money abroad via moneygram, buy foreign currencies at Sacombank, pay foreign currencies in cash or deduct from their bank accounts. pay; domestic money transfers in VND or foreign currency (according to Vietnam's Foreign Exchange Management Regulations), remittance from abroad to Vietnam in the following currencies: VND, USD, EUR, CAD, AUD, JPY, SGD, GBP, THB, CHF, HKD are received by accounts opened at Sacombank. Preserve assets, check deposit documents during Sacombank's working hours, package payments are made quickly and accurately, and a one-time fee corresponding to the total fee for each item [2].

Establishing a good relationship with customers is especially important for the success of every company, especially a bank. Customers are the reason for you to work, not to interrupt your work. Employees often don't realize how important their customers are and are wasting their time doing business tasks that aren't customer-oriented.

Sincerity comes from acting on the wishes and interests of the client. Sincerity combined with business consistency makes it easy for customers to manage the expectations they set with the business. One of the ways to demonstrate active listening is to repeat what you heard when the customer expressed his or her problem. This lets customers know that you really care about their problem. Therefore, they always have their own strategies to retain customers from product quality, marketing, after-sales service and managing a large number of customers that require them to use support software to not miss a single event. customers as well as take better care of them [30].

Some of the main methods used in the thesis usually focus on researching Sacombank's customer groups because this is the main object that needs to be researched to provide the following complete information such as:

Document Analysis Methods Include

Qualitative methods to find out the basic ideological contents of documents, find out problems related to the research topic and identify problems to be solved, collect understanding, behavior and attitude of customers about the banking industry, discovering customers' thoughts in using Sacombank's banking services. Documents, articles, interviews or scientific journals related to the issue of "customer service culture at Sacombank", because it is secondary data, a lot of related documents, this stage will provide information to build the quantitative phase, will create important attribute lists, so we need to filter, supplement and finally give the most complete information and documents. Based on documents and research sources of qualitative method, we can highlight the important roles of customer service culture at Sacombank.

The method of secondary data collection, this method is based on available sources, so when applying this method, it requires specificity, which means that it must be consistent with the research objectives, the accuracy of the data. and topical. And the method of comparison and contrast to find the most accurate documents on the research problem as well as reliable sources of information from the internet.

In addition, there are methods such as comparing research results, comparative statistics between terms, comparing customer service cultures at Sacombank and some other banks in Vietnam. South to see more clearly the service culture to understand the issues of roles, functions, steps to apply CRM in enterprises in general and in Sacombank in particular and the Vietnamese economy in general. Because when foreign enterprises successfully invest in Vietnam, it not only promotes the economy in Vietnam but also attracts foreign investment into Vietnam, helping Vietnam move faster on the path of international integration in the future. In the current era of industrialization and modernization, creating favorable conditions for Vietnam to advance quickly on the road to becoming a developed country in the future, on par with other countries in the region and other major countries.

And additional combinations such as using a survey so that businesses can share their experiences with young businesses in the customer relationship management system (CRM). Or now, when the internet is very developed, we can use the online survey method, to collect as much information as quickly and save money on the issue of "customer service culture at Sacombank". 

Quantitative research method: preliminary quantitative research through a preliminary survey of 30 employees, including the management level who is the Deputy Operations Department, the Deputy Transaction Office, the Head of Department and the Control Department who are the personnel directly managing the company. According to 30 draft questionnaires, the obtained results will be aggregated, then used SPSS 20.0 software to describe by Cronbach's Alpha coefficient to evaluate and check the reliability of the scale. The goal is to determine whether the observed variables are suitable for measuring a concept to be measured. Thereby allowing the elimination of inappropriate variables, thereby establishing the official scale table. The official research phase uses quantitative research method by directly interviewing all Sacombank employees in Tra Vinh province (the time of survey and data processing is mid-late May 2019 until August 2019) with a convenient sample, then conducted to evaluate the reliability of the scale using Cronbach's Alpha coefficient, exploratory factor analysis EFA, multivariate regression analysis and using analytical methods, T-test, ANOVA to test the difference according to individual characteristics.

Overview of customer service culture at Sacombank.

The success or failure of the business depends largely on the customer, so in the process of doing business, Sacombank always considers the customer as the center, with the mission of being a bridge that is fast, friendly, reputable, and loyal. With good service and fees, customer care team has committed to record, listen and respond to your feedback and comments during the use of services at Sacombank.

In the context of the current market economy and global integration, when using financial and banking services, customers have many choices. What they care about at a credit institution is not only the price but also the quality of service. Good service quality or not depends largely on the customer behavior culture of each credit institution. Dedication to customers is shown from the guards, receptionists, employees, leaders of professional departments, to the highest person is the Chairman of the Board of Directors of the Company. Therefore, each officer of Sacombank should consciously adhere to the following principles of conduct in order to attract and retain customers:

• Professional, dynamic and efficient.

• Take care of customers, advise on products and services and quickly respond to legal requirements of customers.

• Respect and listen to customers.

• Currently, the majority of transaction and customer care work is mainly done online via phone. In particular, in the current complicated situation of the Covid-19 epidemic, the transaction and customer care via phone is used more than face-to-face meeting.

• Sacombank switchboard has 2 features:

• TPIN automatic authentication, just call 1900 5555 88 then select key 5 and register for a TPIN password. The secret number is chosen by the customer and is guaranteed to be absolutely safe for personal information.

• Automatic reply channel, helping customers to quickly look up information such as account number, payment account balance; card balance and status (active, locked or liquidated), ...

• Sacombank Customer Service Center:

• Email ask@sacombank.com

• Continuous operation 24/7 (including holidays and New Year)

• Large scale in technology and resources, focusing on handling all information requests of customers about products - services, incentives/promotions, supporting transaction information checking.

• Receive and handle suggestions/complaints.

Currently, to meet the needs of customers, Sacombank has launched Internet Banking application on phones, which can easily perform online payment services, transfer or query their bank account balance at any time.

In addition, Sacombank also develops multi-channel with many outstanding and modern utilities suitable to the needs, maximizing the transaction experience of both customers.

Factors affecting customer service culture at Sacombank

In order to enhance customer satisfaction, Sacombank has improved service quality, brand and product promotion policies to have the opportunity to better understand customer needs. Customer's assessment of service quality helps Sacombank recognize its position; From there, there is a basis to gradually improve the quality of operations and improve customer satisfaction more effectively.

Only 4 factors: assurance, tangible means, reliability in service provision and empathy have an impact on customer satisfaction at Sacombank

• The guarantee shows that the employees are reliable, polite, friendly, have professional knowledge, are always willing to help customers, and the bank has a flexible pricing policy.

• Tangibles include banking elements with modern equipment, spacious facilities, and banks that deliver services at the promised time.

• Reliability in the service delivery process represents the ability of the bank to perform the service correctly the first time and the staff to limit errors in the implementation process.

• Empathy demonstrates communication skills, understanding of needs, ability to respond to customer requests, and employee dressing style.

Actual situation of customer service culture activities at Sacombank

Sacombank is one of the top 10 banks of the banking system in Vietnam. That is why the number of customers is also large all over the country. Sacombank received the title of "Typical Electronic Bank 2018", which is evaluated based on the criteria of investment level, growth rate of customers registered to use e-banking services including Internet Banking, the number and volume of transactions and the quality of customer service.

In Vietnam, the competition is getting fiercer in the market, the quality of service will largely determine the survival of a business. Aware of the importance of service quality, Sacombank constantly researches and improves customer care in order to make a difference for the bank in addition to continuously developing and improving modern utilities and features.

In 2020, despite facing a difficult macro context due to the impact of the Covid-19 epidemic, with a flexible management method and responsible implementation of the whole system, Sacombank has overcome difficulties, stabilize all aspects of operations, continue to increase scale and efficiency.

Sacombank received many reviews as a reputable and reliable bank in addition to many feedbacks expressing satisfaction about the friendly, professional and quick attitude of the staff. In addition, the bank is also commented to provide many good services, stable service quality with reasonable fees. Online services are also appreciated. The database of customers transacting at the bank is well stored, systemized and standardized by modern software, which is easy to access and make statistics. Customer service quality standards are always put on top, are always closely monitored to ensure employee compliance, show respect for customers and create a professional working environment. There is a focus on training staff in line with the modernization of banking technology and professionalizing the customer service style, ensuring that employees have enough knowledge and skills to successfully complete their assigned tasks, respect commitments to customers and always for the sake of business performance and real interests of customers.

Each customer, even if it is the first time, is immediately applied by Sacombank with appropriate care policies to build a long-term and effective relationship for the parties. The beginning of that relationship is consulting solutions to best meet the needs of customers, not because of the job performance index (KPI) of the staff themselves. or bank profits. Seeing the customer as a relative, the staff will advise on the best benefits for the customer, advise on the most suitable products and services, save costs, many benefits when participating in programs promotions, discount programs, installment payments with 0% interest. It's not just a simple buying-selling relationship, Sacombank understands customer needs to provide appropriate utilities and maintain them. relationship for mutual benefit, mutual development.

Over the years, Sacombank has invested heavily in a modern technology platform, costing hundreds of billions of dong to build a customer relationship management system, from marketing, care, and launching new products to customer service. create a different experience for all customers, enhance transaction processing capabilities, and optimize customer care.

With synchronous investment, Sacombank's transaction points are standardized in identification, modern facilities to best serve when customers come to make transactions. In 2018, Sacombank implemented the Smart Queue automatic transaction number retrieval system. Accordingly, when the customer takes the transaction number via Smart Queue, the customer's transaction information will be transferred to the tellers/advisors, making the transaction process quick and convenient. more beneficial. In addition, Smart Queue also allows customers to book transaction appointments through Sacombank website or Sacombank Pay application. When the booking is successful, the customer will receive an appointment code (code or QR code). At the appointment time, customers present at the registered transaction point, scan the appointment code at the electronic transaction counter, will immediately receive the priority transaction number. In case the selected time frame has been booked by many people, customers will be notified to flexibly choose another time frame. When completing the transaction, customers can rate their satisfaction with Sacombank through Sacombank Pay application.

Not only that, in 2018, Sacombank put into use a customer relationship management (CRM) system, centralized data management, analysis of personal information, transaction history, etc. to understand the needs of customers, to provide suitable products and services to customers. CRM also helps to centrally manage the progress, status, and results of handling customer requests and opinions in order to improve service quality.

Customers are the key to the growth of the entire business worldwide. Especially in today's era, when the human factor is put on top, the focus on investment in customer service quality is more and more concerned and so is Sacombank. Enterprises are always looking for new trends that can be updated into the work standard system in order to improve customer satisfaction.

However, everything has its two sides. Although Sacombank is highly appreciated by many customers in its customer service culture. However, with the development and updating of new era trends, other banking businesses and competitors are also making great progress, almost higher than Sacombank in terms of services and customer satisfaction. For example, Sacombank's internet customer service has not yet ensured long-term competitiveness because now all banking businesses have a similar way of serving customers, so the market for e-banking products is limited. All banks are saturated when banking businesses are aware and understand the importance of science and technology in the development of products. In addition, Sacombank has not fully adjusted to adapt to the needs of customers, for example, some banks allow customers to automatically change bank account numbers, can change the number according to the phone number or date of birth depending on their wishes, some other banks not only provide customers with bank cards of the same type, but also allow customers to choose colors, a variety of card designs, even give Personal image to print on the card to create a unique style for customers. From that, through discussing the advantages and disadvantages of customer service culture at Sacombank, we see that this bank needs to study customer psychology more to be able to create a variety of products. Good service, utilities to increasingly improve customer satisfaction.

As society develops, people's living standards are improved, their habits also gradually change. In recent years, there has been a significant change in people's use of banking services. They have gradually increased the need to use credit cards, ATM cards, money transfer methods through banks to serve payment work. However, there is still a large percentage of people who have the habit of keeping cash and gold at home instead of depositing it at a bank. Socio-cultural factors have obvious influences on the development of the banking industry.

In the market economy, banks and businesses both face fierce competition, if they cannot determine for themselves an appropriate production and business strategy. Products and services with good quality and variety will attract many customers. Always accompany, share and provide the best and modern financial - banking services to customers; commitment to bring the best value to shareholders; create a professional working environment; friendly; career development opportunities and worthy benefits for all employees; and is a pioneer bank in community development activities.

Banks must know the existence of products and services, customers must be introduced to general information about products and services, the reasons that products and services are superior to other products and services. of the same kind and how to convince them to use those products and services as soon as possible ... Those jobs require the implementation of a right communication promotion strategy, in accordance with the ability. banking in general and marketing objectives in particular. Marketing objectives are what the bank wants and needs to achieve in the market in order to satisfy business goals. Marketing objectives must closely coordinate with the business objectives, strategy and activities of the bank in the target market. 

A bank, when having an adaptive and market-appropriate communication promotion strategy, will gain a lot of benefits not only by increasing sales or profits. They will create and maintain good customer relationships with their customers, create brand preference among customers and build a favorable, good image for the bank. Communication promotion helps banks to do things such as promoting consumers to try products and services and creating opportunities for products and services to convey information accurately. Encourage external resources so that they have good propaganda about products and services as well as the bank, creating impressions about products and services for customers, reminding them of product features and benefits, the service provides and helps the bank to build and protect its image as well as products and services in the minds of customers.

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54. Tien, N. H. "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, Nov. 2017, Quy Nhon University, Binh Dinh, pp. 441–445.

55. Tien, N. H., Dung, N. T. H., Trang, T. T. T., Hien, V. T., and Phuong, B. T. N. "Factors affecting tourists’ return intention: A case of Binh Quoi Village in Ho Chi Minh City." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 9, 2021, pp. 493–507.

56. Ngoc, P. B., Tien, N. H., and Trang, T. T. T. "Current path to community-based sustainable tourism development of Khanh Hoa province in Vietnam." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 9, 2021, pp. 508–525.

57. Ngoc, N. M., and Tien, N. H. "Branding strategy for Gamuda Land real estate developer in Ho Chi Minh City Vietnam: Celadon City project." Psychology and Education, vol. 58, no. 5, 2021, pp. 3308–3316.

58. Ngoc, N. M., Tien, N. H., and Thu, T. H. "The impact of financial structure on financial performance of logistic service providers listed at Ho Chi Minh City Stock Exchange." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 2, 2021, pp. 688–719.

59. Ngoc, N. M., Tien, N. H., Chau, P. B., and Khuyen, T. L. "The impact of financial structure on business performance of real estate enterprises listed at Ho Chi Minh City Stock Exchange." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 8, 2021, pp. 92–119.

60. Tien, N. H., Giao, N. Q., Trang, T. T. T., and Mai, N. P. "Sustainability issues in the development of higher education industry." Hong Kong Journal of Social Sciences, vol. 57, Spring/Summer, 2021, pp. 79–90.

61. Tien, N. H., Anh, D. B. H., Duc, L. D. M., Trang, T. T. T., and Ngoc, P. B. "Subjective well-being in tourism research." Psychology and Education, vol. 58, no. 5, 2021, pp. 3317–3325.

62. Tien, N. H., Dung, N. T. H., Trang, T. T. T., and Ngoc, P. B. "Assessing customer satisfaction for Can Gio tourist destination in Ho Chi Minh City." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 14, 2021, pp. 249–268.

63. Tien, N. H., Diem, D. L., Trang, T. T. T., and Ngoc, P. B. "Development of tourism in South Central Coastal Provinces of Vietnam." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 8, 2021, pp. 1408–1427.

64. Tien, N. H., Minh, H. T. T., Diep, N. H., Vu, L. H., Hai, D. T., and Thuan, T. H. T. "ASEAN and China in Vietnam’s international relations in the region." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 8, 2021, pp. 2661–2680.

65. Tien, N. H., Minh, H. T. T., Diep, N. H., Vu, L. H., Hai, D. T., and Thuan, T. H. T. "China and USA in Vietnam’s international relations in the region." Journal of Archaeology of Egypt/Egyptology, vol. 18, no. 8, 2021, pp. 2681–2710.

66. Tien, N. H., Anh, D. B. H., Ngoc, P. B., Trang, T. T. T., and Minh, H. T. T. "Brand building and development for the group of Asian International Education in Vietnam." Psychology and Education, vol. 58, no. 5, 2021, pp. 3297–3307.

67. Tien, N. H. "Develop leadership competencies and qualities in socially responsible businesses: Reality in Vietnam." International Journal of Research in Management, vol. 1, no. 1, 2019, pp. 1–4.

68. Tien, N. H. "Solutions for sustainable development of Binh Duong tourism." Proceedings of University Scientific Conference on: Binh Duong Tourism, Enhancing Competitiveness towards Sustainable Development, Binh Duong Department of Culture, Sport and Tourism, Dec. 2018, pp. 55–67.

69. Tien, N. H. "Hanoi culture of cuisine as a factor attracting tourists to Vietnam." Proceedings of University Scientific Conference on: Values of Gastronomic Culture in Tourist Activities, Tien Giang University, May 2018, pp. 101–105.

70. Tien, N. H. "Sustainable development of higher education: A case of business universities in Vietnam." Journal of Hunan University Natural Sciences, vol. 47, no. 12, 2020, pp. 41–56.

71. Tien, N. H. "Solutions for Tuyen Quang and Binh Phuoc international tourism products and services development: Comparative analysis." International Journal of Research in Marketing Management and Sales, vol. 2, no. 1, 2019, pp. 131–137.

72. Tien, N. H. "Trade freedom and protectionism of leading economies in global trade system." International Journal of Commerce and Management Research, vol. 5, no. 3, May 2019, pp. 100–103.

73. Tien, N. H. "Comparative analysis of advantages and disadvantages of the modes of entering the international market." International Journal of Advanced Research in Engineering and Management, vol. 5, no. 7, 2019, pp. 29–36.

74. Tien, N. H. "Related and non-related diversification strategy of domestic business groups in Vietnam." International Journal of Advanced Research in Engineering and Management, vol. 5, no. 7, 2019, pp. 12–17.

75. Tien, N. H. "Social entrepreneurship and corporate sustainable development: Evidence from Vietnam." Cogent Business and Management, vol. 7, no. 1, 2020, pp. 1–17, Taylor and Francis Publisher.

76. Tien, N. H. "Staff motivation policy of foreign companies in Vietnam." International Journal of Financial Management and Economics, vol. 3, no. 1, 2020, pp. 1–4.

77. Tien, N. H. "Working environment and labor efficiency of state-owned enterprises and foreign corporations in Vietnam." International Journal of Financial Management and Economics, vol. 2, no. 2, 2019, pp. 64–67.

78. Tien, N. H. "International distribution policy: Comparative case study of Samsung and Apple." International Journal of Research in Marketing Management and Sales, vol. 1, no. 2, 2019, pp. 24–27.

79. Tien, N. H. "Sustainability of coastal tourism development: Comparative analysis of Vietnam’s northern and southern provinces." Journal of Southwest Jiaotong University, vol. 55, no. 6, 2021, pp. 1–19.

80. Tien, N. H. "Knowledge management in the context of Industrial Revolution 4.0." International Journal of Commerce and Economics, vol. 2, no. 1, 2020, pp. 39–44.